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:02/06/2023

  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.

  On 01/16/2023 I renewed my Mint Mobile service for 12 months by paying $201.58 online. I realized I had made this purchase using my **************** card, rather than my ********** so I called and asked them to cancel. They agreed. I then went online and renewed using my **********. On 01/18/2023 I was told my 12 month service had expired on 01/17/2023 and my attempt to renew the subscription on 01/16/2023 using the ********** was not successful. On 01/18/2023 I paid for a 12 month subscription using the **********. On 01/24/2023 I called Mint Mobile to cancel the 12 month subscription (***** is my current phone carrier). Mint Mobile said I have 5 days in which to cancel the 12 month subscription charge ($201.72) so they won't refund any of the money I paid in advance to renew for 12 months, even though I only had them as carrier from 01/18/2023 to 01/24/2023.

  Business Response

  Date: 02/13/2023

  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
  

  
  

• Initial Complaint

  Date:02/06/2023

  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.

  Ordered two **************** plans from Mint Mobile. Ordered 10/10/22 (order #: MT2206762.) The first device was delivered to me LOCKED & unusable. I requested a refund & even through return was already approved by a supervisor, they did not recognize the return until (11/15/22) & sent me a label on 11/16/22. I did not receive my refund until 1/6/23. Additionally, I ordered the second device & plan bundle on 11/3/22 after being "approved" to get a refund for first device (order #: *********** This device was also defective & WOULDN'T TURN ON after only 8 days with the device. I requested a refund on 11/12/22, which was granted on 11/15/22 & received return label 12/6/22. It is now 2/2/23; I have yet to receive a refund for my device & plan in the total amount of $434.15. I am calling weekly and CSR's, supervisors, managers, all tell me something different every time about my device: "...is unable to be located...", "...has been received & the refund will be posted in '24 to 72 hours' or '7 to 10 business days'. All of these claims continued to be contradicted as I have yet to receive my refund. I have spent over 40 hours on the phone with these people trying to get my money: which is owed to me by this company, that I have been passively assured that I "...would receive and please don't worry...", that I should have received no later than 12/28/22 as per the return policy. This is inexcusable, unprofessional, & borderline theft, & needs to be rectified immediately. I have been assured I did everything correctly in regards to requesting my refund and in returning, but still after 2 months, I am without the money that I gave in good faith to Mint Mobilehttps://www.mintmobile.com/return-policy/:HOW TO RETURN YOUR MINT PURCHASE (WITH ZERO HARD FEELINGS)Complete your refund request using the form below. Well send an email when your request is approved. We refund what you paid minus shipping & handling within 10 business days

  Business Response

  Date: 02/13/2023

  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, 
  ****************** 
  

  
  

  Customer Answer

  Date: 02/13/2023

  I filed a claim with the bank and received a refund. I hope you treat your customers better. 

• Initial Complaint

  Date:02/06/2023

  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 am seeking a refund for an annual subscription. I was double charged in October 2022. The amount is ~$391.I have interacted with Mint's chat service and even a live agent with my credit union on the line. I have been told that my credit union blocked the refund, which was not accurate. Each occasion, my time is wasted. I get told that my ticket was escalated an nothing happens. I was told that my ticket was escalated to critical and nothing happened. I get told various timing intervals - 24 hours, 48 hours, 3-5 business days, **** business days, etc.My credit union requested an immediate electronic refund and they refused.I have explained that I am a senior and would prefer a live voice conversation and they refused.As far as I can see there is no way for a person with a disability to interact with them.My ticket number Support 541727.I am seeking an immediate electronic refund via my card on file.

  Business Response

  Date: 02/13/2023

  Hello,

   

  In regards to this concern, we attempted to refund the customer, however when we tired, the customer's bank declined our refund. The customer will need to work with their bank to resolve this matter. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:02/06/2023

  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 sent back my products in January - a Pixel 7 Pro and 3 sim cards for phone plans. The ***** label provided that I used says that, according to the tracking number (************), the products were delivered back to Mint on Jan. 19th. I have been in chats with customer service every single day since then and have had my issues "escalated" twice, and still no updates on my refund or money back, but every single rep promises me that they'll help me and they guarantee I'll get an email in the next 24 hours. They have over $900 dollars of mine that I can't get back. T

  Business Response

  Date: 02/13/2023

  Hello,

   

  In regards to this concern, a full refund was processed on 2/6/2023, the customer should've already received the funds back to their original form of payment. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:02/05/2023

  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 ordered a cell phone and service from Mint Mobile on 1/22/. See order had been received PDF. I received the phone but did not activate the new phone with ************ until my current billing cycle was over with my previous provider. I was told by Mint I had 45 days to activate my new phone upon receiving it. I attempted to activate the phone on Feb 2nd. I spent two hours on the phone via chat trying to get the phone to work, I couldn't make or receive any calls Wi-Fi or on Mint mobile. Although I did get an e mail confirming it was activated. See PDF your phone # has been transferred to MINT. I asked the customer service rep trying to do the activation for a refund. She said no problem. She puts in the request and I get an e mail a day later saying they can't honor this because it has been past 7 days. I have no phone so I get a prepaid phone card and use my old phone. I go back to the chat line to find out what the address is to send back my phone. They said since I am no longer a MINT customer (I got a prepaid card) everything is invalidated and I am out $671.94. I reapply for a refund on line myself on Sat 2/4. I get the response in the e mail 2/5 PDF refund request. It has not been 7 days since service was activated I have asked on line and twice via chat for a refund as I am within the specified time. They are saying they are going to keep my $$ for both the service and the cell phone. I want all of my $ back for the phone and service and don't want anything to do with these people.

  Business Response

  Date: 03/01/2023

  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,
  ******************

  Customer Answer

  Date: 03/01/2023

  I WANT a refund on the phone service I never received AND the PHONE.  If need be I can keep the phone but I do not want to pay for a years worth of service that mint charged me for but couldn't accomodate.   I can keep and use the phone, it is still new in the box, but I can't use the service.  If they want to take both that is fine.  If they only take one it would be for the service 

   

   

  Business Response

  Date: 03/03/2023

  Hello,

  
  In regards to this concern, if the customer could provide us with their ****************** order number, we will get a refund processed for the plan.
  

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:02/04/2023

  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.

  Mint mobile company is stealing money from me. I pay for my service plan 3 months at the time. I had made my last payment Nov 23,2022 so my next payment was due 02/21/2023. They took my payment 1/24/2023 a month before it was due and when I requested a refund they did process it but cancel my service without any type of notice. And they still owe me a month of service that they refuse to honor.

  Business Response

  Date: 02/10/2023

  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 
  

  
  

• Initial Complaint

  Date:02/03/2023

  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 initially contacted customer support on 1/21/23 for help with my visual voicemail. Visual voicemail worked initially when I transferred my number from T-Mobile, then on 1/21 was when I noticed the issue and called. Everything on their website says that iPhones 6 or newer SHOULD get visual voicemail. I have the newest iPhone 14 Pro, so I figured I would definitely get it. I am upset because after literal weeks which included: countless web chats, phone calls, dropped calls, etc. from Mint mobile they were not able to fix the issue and wasted my time. Additionally, they could not provide the name of a 3rd party app that provides visual voicemail. Once I did find one I quickly realized these apps are not free! Which then discrete their cheap service if you have to now pay $10 monthly to a 3rd party app to give provide a service that every customer should get. How is that fair that only some select customers get visual voicemail and others do not? How can mint mobile continue advertising they offer a complete service when it cannot even figure out how to continue providing visual voicemail to customers who switch from other carriers. To be more accurate, they should clearly state visual voicemail is not offered, or make sure it is 100% available to ALL users. I have never even had to think, hmm will I still have visual voicemail if I switch carriers? Because its a no brainer, if I can make and send voicemails I ought to be able to get voicemails too. Also, I now cannot access (listen to or view) old voicemails. They have just gone into a void apparently. I had voicemails of loved ones who have passed away and now they are gone forever. I very disappointed at Mint mobile and *************************.

  Business Response

  Date: 02/10/2023

  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
  

  
  

• Initial Complaint

  Date:02/03/2023

  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.

  Ordered ****************** for my elderly mother in December. I had her phone unlocked and mint confirmed it was compatible. Received SIM card in the mail After four hours with customer service phone will not work. I cant even remember how many phone calls to them each with a different excuse. They promised to send a new SIM. I had to phone back 2 weeks later when it didnt arrive. Was told they dont send replacement cards! After another 2 hours of arguing, they agreed to send a new SIM. It came a week later and after another 2 hours with customer service I asked for a refund. They said it was too late to request it! I have not ever had one second of service since signing up Was finally able to get them to promise a full refund ($45 for 3 months) and expect an email confirmation within 24 - 48 hours. That was on 1/28/23. Of course, it never arrived and I can't face another 2 hours with them getting a different answer from every rep. and getting disconnected after interminable holding. All I want is a refund of $45 and never to hear about this company again The account is for ***************************** The assigned phone number is ************. The ticket number for the refund is SUPPORTM- ******.

  Business Response

  Date: 02/09/2023

  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: 02/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this is NOT a resolution.  I will wait for the business to contact me and, if it does, will consider this complaint resolved IF the $45 is returned IN FULL or service is established with the term starting on the day the phone is connected and continuing for SIX MONTHS which what I signed up for.
  
  Regards,
  
  *****************************
  
   
  

  Customer Answer

  Date: 02/27/2023

   Thank you for your response. 

  
  

  No one "reached out" but a refund has been noted on my card statement.  Case closed!

  
  

  Thanks again!

• Initial Complaint

  Date:02/03/2023

  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.

  I placed the initial order with Mint mobile on January 3rd. I had intended to take advantage of their promotion at the time to buy a phone through them and get six months of service for free. On January 10th I called to follow up, as their automated 'order status' service via the mint mobile website could not find my order. I was told there had been an issue with the initial order (MT2516984) on their end and we would have to cancel and re-place the order. I did as much, getting the new order number (MT2552555). The new order was for a ******* A12 and the Iphone 14 pro, 128g, deep purple. I was given a single ***** tracking number (************) that delivered on January 16th. However the only item I received was the *******, and 4 of the 3mo, 4 gig sim cards. The invoice inside of the ***** package only shows the ******* as well. I reached out to file a lost package with ***** (C-96013752) and was denied as claims must be made by the sender. So I reached out to Mint, who initially refused and stated I had to file with *****. After arguing with the Mint agent, we made a 3 way call,during which the ***** agent asked me to step away, as the claim had to be made by mint. I reached out to Mint today (February 3) to follow up. The agent had to run to find the details of the claim, ad when he came back said they had heard back from ***** and that there had been two packages, but the packages either lost in their (Mint's) warehouse, or lost in transit (in short, they didn't know) and that I would hae to reach out to mobile. I asked if there was a second tracking number and was told no. When I reaced out to *****, the tracking number (listed above) had been delivered.I have been given the longest runaround of my life. At this point, All I want is a refund and to be done with mint mobile altogether. The iphone was ****** before tax - it's not a small chunk of change I can just sneeze at losing.

  Business Response

  Date: 02/09/2023

  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
  

  
  

• Initial Complaint

  Date:02/01/2023

  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 purchased cell phone plans for my family of 5 from Mint Mobile on December 16, 2022 at a price of $525.60. It was 6 months of cell phone service for our 5 phones. I tried to transfer my service from **** to Mint on January 29, 2023, which is within their 45-day window. I ran into many problems transferring my service to ****, and the instructions, online help, and CHATS with their employees were of no help. **** showed that my account was active but I was not able to use it. The **** policy is that you have 7 days to return once you activate. Since I was having so many problems with activating and using the service, I did not transfer my husband or 3 kid's lines. They need to have continuous phone service for their jobs and school, so I didn't want to trouble them, since I had learned that they could be without cell service for ***** hours. On January 31, 2023, I contacted **** to cancel and refund the $525.60 I paid for 5 cell service lines for 6 months. On February 1, 2023, I received an email saying that I was past the return policy. I paid $525.60 for service that they were unable to provide to me. I have emailed and contacted CHAT on multiple occasions and they are not helpful. I would like a full refund since I was not able to activate the service.

  Business Response

  Date: 02/08/2023

  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: 02/09/2023

  I have not been contacted my Mint.  I contacted them on multiple occastions when I was trying to transfer my phone service over, but found their **************** team members to be lacking. They told me I had the wrong PIN for my AT&T phone, but my PIN was correct.  My husband's phone was locked through AT&T, so we were unable to transfer **************'s advertising and instructions claim that switching to MINT is easy, but it is not. Also, before I purchased the service, the Mint website claimed to have excellent cell coverage in my area, but I have since learned that this is not true, since they use the **Mobile network.  I feel like I was tricked by their FALSE ADVERTISING.  They do not have store locations in which to get help, and their **************** was not able to help me.  I see that there are many complaints about Mint on BBB and other Internet sites.  I am not the only person to have problems with them.  I am unable to use the service I paid for with Mint, and I would like a full refund, please. I would prefer to have a full refund now, rather than have to take this to a lawyer and the Courts.  There is no way I am walking away from the $500+ that I spent for services I was not able to use. 

  Thank you,

  *********************************

  Business Response

  Date: 02/15/2023

  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