Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/10/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I used Mint for work-related calls and texts. Late last year, calls and texts began to "not go through." This condition was persistent when it happened and became more frequent toward the end of last year. We renewed for a quarter in January. Shortly thereafter, the service became unusable. Our work and reputations were compromised, and we had to switch carriers. I have spend a great deal of time, time that has value as much as that of the customer service people who refuse to validate this issue and refund the unused portion of the quarterly fee. This is only fair. Whatever the terms and conditions they refer to, I challenge.

  Business Response

  Date: 02/16/2023

  Hello,
  

  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this matter. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 02/17/2023

  Mint Mobile has all of the information necessary to process this refund. I have provided them with everything they have asked for, multiple times. Or, the ask is inappropriate and an endless to diversion to STEAL this money and not provide a refund when SERVICES WERE NOT RENDERED ON PURPOSE. This is a fogging technique that always give the customer an assignment but never fixes the problem. Every rejection is based on Terms and Conditions which I assert are illegal. Mint Mobile is heavily regulated and they have all of the technical information needed to provide OR NOT PROVIDE services -- especially in our location, South *******, five miles from an international airport. We bought this service to use, not serve as backup or give them $82 every three months to use Xfinity's server all of the time. Please refund our money.

  Business Response

  Date: 02/23/2023

  Hello,

   

  In regards to this concern, a refund has been processed, please allow up to 7 business days for the funds to be credited back to the customer's account 

   

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 02/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:02/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase Mint mobile plan on 11/25/22 Its tarted great than about **** later stop working, called terrible customer service multiple times, they created about 5 different e SIM card and charge me extra for that but couldnt get service to work, I spend hours on the phone , didnt have cell service for 3 days, than I just went and switch to another provider and worked without any issue, when I asked for my money back first o was told no problem because they couldnt provide service I will get my money back, that I was told that its outside 7 days money back , after going back and forward they created refund ticket SUPPORTTM ******, one month later, no refund , called again, they said previous rep create the wrong ticket, she recreated new CRT57014, today after 2 more month no refund , I called rep told me no refund its outside 7 days, tried explaining about the history and asked for supervisor, he put me on hold and hang up the phone.This company does need class action lawsuit, its beyond ridiculous!!!

  Business Response

  Date: 02/16/2023

  Hello,
  

  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this matter. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 02/16/2023

  Mint Mobile need to refund our payment because they couldn't provide a service, number that was activated on mint mobile was **********, my contact number is ************.

  Business Response

  Date: 02/23/2023

  Hello,
  

  A refund has been issued, please allow up to 7 business days for the funds to be credited back to your PayPal account.
  

  Thank you, 
  Mint Mobile
  

  
  

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I switched cell service from **** to Mint Mobile on January 21 and 22, setting up the $45/month unlimited mobile data/calling plan for my mother and myself. WE HAVE NOT HAD ACCESS TO ANY MOBILE DATA since making the switch. I have not had GPS, email, or browser access through my phone. It has been unnecessarily difficult for me to drive to work. It has cost me employment opportunities. My elderly shut-in mother has no access to her library app, placing her at risk of a depressive episode. We have not been able to send pictures or multimedia texts to each other either.I began contacting Mints customer service about the problem on January 29, when I spent a total of an hour on the phone talking to tech support. I have initiated chat sessions, to no avail, that have wasted a total of more than 8 hours of my time since then. I have transcripts of the chat sessions and can upload them to provide evidence.Mint claims that **** placed a carrier lock on our phones. Both phones are Galaxy S10e, purchased from newegg.com in 2020 and the "unlock **** device page on att.com claims that the device is not an **** device, which makes sense because we did not buy the devices from ****. Evidence from my own "available carriers" screen on my phone shows that the phone is unlocked so that I can use it with any carrier.I paid $213.94 (3 months prepaid) to Mint Mobile on December 24, 2022 for unlimited mobile data (WE HAVE HAD NO MOBILE DATA) and calling for myself and my mother. I would like a refund of $183.94 (the difference between one month of the basic plan and 3 months of the unlimited plan) so that I can switch to another carrier because I have wasted so much time and effort in attempting to resolve this through Mints customer support, and because it has cost me employment opportunities and distressed my elderly, shut-in mother.

  Business Response

  Date: 02/15/2023

  Hello,
  

  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this matter. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 02/19/2023

  Mint has not contacted me via email or through the app. I wish to cancel my account but because I have restored my account with my former cell phone carrier,  I no longer have access to my Mint mobile number. If Mint has attempted contact through the mobile number, I cannot be reached that way and they must use another method, preferably email ************************ or ************************** or through BBB.

  Business Response

  Date: 02/24/2023

  Hello,

   

  In regards to this concern, we have reached out to the customer asking for more information in this matter, if the customer could respond to ** with the requested information we will be able to resolve this matter. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a phone from Mint Mobile on 12/9/2022 for $674 when the IPhone 12 mini was opened on 12/24, the screen goes dark and the speaker doesn't work. Mint Mobile has a 1 year warranty on new phones and I contacted them many times trying to return it. Every time I would get an email stating that the 7 day return window was closed. I followed with a dispute through Affirm the lending company, they closed the dispute in favor of Mint Mobile whom never responded to the dispute. I called and emailed them to no avail.

  Business Response

  Date: 02/15/2023

  Hello,
  
  In regards to this concern, we will be reaching out to the customer to get the device returned, once we receive the device a full refund will be provided to the customer.
  

  Thank you, 
  ****************** 
  

  
  

• Initial Complaint

  Date:02/09/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 14, 2023, I ordered a ****** Pixel 7 Pro (order # MT2576180) from Mint Mobile. I have not received the phone, nor has my order been cancelled despite twice directing customer service reps to cancel it. I've spoken with customer service representatives at least five times. I have been promised yet never received at least four email updates on the state of my order, and I have been told repeatedly that my order would be expedited and I would receive the phone within 2-3 business days. At this point, Mint Mobile has effectively stolen my money. I either want the phone delivered to me ASAP or I would like to cancel the order and get a reimbursement. Mint Mobile is doing neither of those willingly.

  Business Response

  Date: 02/16/2023

  Hello,
  

  In regard to this concern, we have taken a second look into this matter and a refund has been issued. Please allow up to 7 business days for the funds to be credited back to the customers account.  
  

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Purchased a *** card at Target for Mint Mobile, activated the *** card for it to be a free trail activation and was send another *** card and never activated the plan. Ive been in contact with Mint Mobile and refuse a refund

  Business Response

  Date: 02/14/2023

  Hello,

   

  In regards to this concern, the customer will need to return to their point of purchase to resolve this matter. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 02/15/2023

  The point of purchase was online thats why I attached a order number that has not been fulfilled, not gotta my product or service from this Fraudulent phone company 

  Business Response

  Date: 02/21/2023

  Hello,

  
  In regard to this concern, we have taken a second look into this matter and a refund has been issued. Please allow up to 7 business days for the funds to be credited back to the customers account. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 02/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:02/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Because of a clitch on their web site it showed coverage for my address when they actually do bot have coverage for my address so basically they sold me service for 3 lines that I cant use so i called multiple times because we were not getting signal at home for two months they kept telling me it was due to upgrading software to towers in my area then last week it finally fixed web site and it showed they dont offer service in my area I asked to speak with supervisor because of the long wait they put in request for one to call me back on February 3rd at 9:36am i finally received a call back from a supervisor named **** ext **** he advised me that id be getting a full refund for all 3 lines they tried to refund my old debit card my bank refused refund due to card being closed i had to call my bank they said they needed to update and send to new card or give them my account and routing number to send refund then **** called me back at 11:30am he put me on hold to find out if there was another refund option and the line dropped he never called back and apparently they have no way to transfer me back to him so now i have spoke with 8 different reps that all give me different answers and still no refund and now it is going to cost me $112 activation fee to get service from T-mobile so that I can at least get calls when im at my home instead of driving 30 miles just to get barely one bar to check my phone messages.

  Business Response

  Date: 02/14/2023

  Hello,
  

  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this matter. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 02/14/2023

  no one has reached out to me from the company and there is no other information they would need since I have already updated my account with my new debit card number and I have offered to give my bank account number and routing number but all they keep responding with is how they can only refund the original payment method they havent even bothered to answer my question because if they can only refund original payment method what do they do if a customer has closed their accoubt and went to another bank? They have yet to even acknowledge the question let alone answer it. So no I do not except their response the only thing I will accept is a full refund of $316.00 sent to me in a check by certified mail that can be tracked.

  Business Response

  Date: 02/21/2023

  Hello,

   

  In regards to this concern, we will be reaching out to the customer via email correspondence to resolve this matter within the next 24 hours. 

   

  Thank you,

   

  Mint Mobile 

  Customer Answer

  Date: 02/25/2023

  i reject this response because no one ever reached out to me through email or by any other means as of todays date 02/25/2023

  Business Response

  Date: 03/01/2023

  Hello,
  
  In regards to this concern, we will be processing a refund in this matter, please allow up to 7
  business days for the funds to be credited back to the customers account.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 03/01/2023

  Im not really sure what account or card they plan on refunding this money to because they do not have my checking account number or routing number and they also never got my new debit card number because if they try to refund to my closed debit card it is just going to be denied by my bank Varo because they are unable to accept a refund on a closed card. And since they have not contacted me for any of the appropriate information to facilitate this refund to I do not believe that they have any intension of refunding anything they are just trying to bid time hoping I will just let the matter go.

  Business Response

  Date: 03/06/2023

  Hello,

   

  In regards to this concern, the refund has been returned to the customer's account, the customer will need to go back to their bank to resolve this matter. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 03/07/2023

  My entire complaint is because they can not credit back a closed debit card my bank can not open a closed card and has explained to them multiple times that they need to update card to new debit card or take and send back refund by using account and routing number which the refuse to do so what will happen agin is the bank will deny it send it t back and this just keeps going around and round and they then never have to a tually every give someone their money back. They refuse to answer my question about if they can only refund original card then how would they refund someone whos bank closed and they had to open an account else where how do they credit them the  and they said it goes back to original card and the old bank will forward to new bank to which I said no they will not you how are they going a refund to a bank that closed?

  Business Response

  Date: 03/22/2023

  Hello,

   

  In regards to this concern, the customer's refund was processed back to the bank and not the card, we refer the customer back to their bank to resolve this matter. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/31/2023 I became aware that Mint Mobile was going to withdraw my quarterly payment of $90 plus tax from my account on 2/2/2023. I am on SSDI and my check does not get deposited until the 3rd of each month, so I called Mint Mobile to see if we could adjust my due date. They explained they could not.Now, keep in mind, I was on the 2nd quarterly payment of a year long contract for 2 phones - one line of 55+ unlimited talk, text, and data, and one line of unlimited talk and text, and 4 gigs of data. So, while I was on the phone with Mint customer service, she kept telling me all these things I could and should do to manage my account online or in the app. I kept telling her I cannot see any details of the account, so she would have me sign out, she would erase my whole account, do something, I would have to sign in like a brand new customer - complete with picking a new password. After about 3 tries, when I signed in, I could see my account and details. As she was going through all that, I got 2 emails dissolving my family and 2 emails re-establishing my family. My emails at 11:08 am and 11:10 am on Jan 31 said: YOUR PLAN DETAILS Your Phone Number: xxx-xxx-xxxx Your Plan: 3 Month, Renewal Date: 2/2/2023 Auto Renewal: On February 2, 2023, they withdrew $406.32. I have called Mint, PayPal, my bank, starting 2/2/2023 and it is not resolved. My account is going to go into overdraft status very soon. Yesterday Mint told me it would take 10 days from then. I was already 5 days into this fiasco by yesterday. I was in the 2nd quarter of a year long contract with Mint and they had no right or authorization to start a NEW 1 year contract on Feb 2, 2023 and bill me in full on that date. That is literally not what I signed up for.

  Business Response

  Date: 02/14/2023

  Hello,
  

  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this matter. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 02/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is redundant and unbelievable. We are 15 days into this dispute, ****** has refunded $316 of my money, taking it upon themselves to adjust my account with Mint Mobile. But Mint Mobile has not reached out to me to fix the details of the account on their side. So please, please encourage Mint to reach out to me and get told the details again.

  ***********************
  
   

  
  

• Initial Complaint

  Date:02/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for service with mint mobile in November of 2022,they make you prepay for 3 months of service to start.I used their website to verify that I could get service at my home address and their website said I could but once I received the sim and tried to use the service it became obvious within **** days that I had very little to no service at my address and very poor service everywhere else.I cancelled the service as having reliable phone service is vital for safety reasons.I asked for a refund for the 2 1/2 months that I would not be using the service and they refused to refund my money.They said they had a 7 day return policy but that was never communicated to me any of the times I spoke to mint in the days prior,I was always told that if the problems weren't corrected that I could cancel and get a refund. The last time I spoke to someone there they told me they could see on their screen that they had no towers near me and very poor service in my area.,I never would have signed up if I had known this.This company is a scam.They are a bait and switch to get you to pay them upfront and give you a very limited amount of time to test the service before refusing to return payment that they have no right to keep since their product didn't deliver on it's service quality and I believe they knowingly make you prepay for several months so they can keep your money even in cases where service was only used for a little over a week out of a 90 day term.

  Business Response

  Date: 02/14/2023

  Hello,

  
  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this matter. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 02/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the

   

   business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:02/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/10/23, I purchased a ********** and was charged $57.05. On 1/29/23, the plan was active.On 2/5/2/3, I got an email from them falsely alleging that I'd used already 2.1GB of data in the first week. (My phone showed less than 500mb of data used.) With my other provider, I NEVER used more than 1GB in an entire month. I don't use data. I'm a disabled person who uses the phone as a phone to make calls, send texts and emails, and occasionally look up something on the Internet. I don't use my phone for data or streaming. Mint tried to upsell me to buy more data but I knew the data thing was a scam. So I IMMEDIATELY initiated cancellation. At that point, it was 7 days since the phone was active. Their policy says 7 days. It was 7 days.Their policy also says within 45 days of buying the *** kit. I bought it on January 10, so the request to cancel was only 26 days. Again, within the requirements.Now I've been without a phone for days. They've been holding my phone number hostage. Meanwhile I paid to reactivate with my previous provider. Based on all the bad reviews, I see I'm not alone.Now my original provider says that Mint didn't release my phone number which I've had for 30 years! And Mint won't refund my $57.00 This is unconscionable.

  Business Response

  Date: 02/14/2023

  Hello,
  

  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this matter. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 02/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************