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:01/30/2023

  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.

  On Dec 10th I decided to give Mint Mobile a try, purchased a phone and phone plan for $330. Got phone, sim card and plan on Dec 14, tried installing sim card and activating phone, wouldn't work, called ************* they couldn't help me, so I filled out the return/refund online and sent everything back to them on Dec 15. They received and signed for package on Dec 19. Called them on Dec 27 to check status of refund, they told me they needed more information like the tracking number from the return and then they could finish processing it, didn't have it on me, so called back on Dec 28 and gave them the tracking number which they confirmed they got the package on Dec 19 and that I would be refunded within 10 business days. On Jan 8 I received a package from them that looked like it contained a phone, I called and asked what they sent out to me because I already returned to them what I previously ordered and that a refund request was being processed. I told them I didn't order nor did I want anything else from them except for refunding me my money and that I didn't know what was in the package, but I didn't want it. I was told that they had no idea what was in the package, but I would need to open it to verify what was in there before they could proceed. I told them I didn't want to because if it was what I already sent back to them, I wasn't sending it back again because I already did it once and am not going to play this run around game with them because I paid for the shipping back to them in the first place. Was told I needed to open package to verify what was in it before they could proceed. Finally I opened it and it was the exact return that I already sent back to them, they then informed me that the only thing they could do was to start a NEW refund request, but they had to have the phone before they could start it...... complete BS and a scam, they lied about the original refund and then mailed it back to me dated ***** on package from them

  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:01/30/2023

  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 have a family plan with Mint Mobile. I made numerous attempts to change one of the phones in the plan from a 4gb plan to an unlimited plan within the Mint app - the app failed repeatedly. I then contacted, through an online chat, a representative from Mint who made the change for me. Unfortunately, the representative made an error and applied the upgrade to the wrong phone number. When I asked to have it corrected, I was told it could not be undone - even though it was a mistake made on Mint Mobile's end. Upgrading a phone I did not ask to be upgraded and then telling me I am stuck with that expense feels like I am being scammed. This was a mistake on the part of Mint Mobile. I reached out once again today and asked to speak to a Supervisor. I was transferred to *** who told me she would escalate the problem and get back to me within two hours. As usual, I did not receive a return call and the problem is still unresolved. Mint Mobile either has serious technical issues that nobody can resolve, or they are scamming people. As you can see in the photos, the phone titled *** was supposed to be the phone upgraded to unlimited. Instead, they made the phone for ******* unlimited.

  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:01/29/2023

  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 bought a phone and service plan on 11/27/2022 based on the website stating their 5g plan and phone would work at my zip code and if not I would have 7 days to return risk free order #MMO_960489. It didn't work so I filed a return 12/2/22 the return #'s ***** and *****. The phone was mailed on 12/5/22 and when I called to follow up mint said they received it on 12/9/22 and would process the return. Instead of doing this they mailed the phone back to me 1/3/23. I have literally called every week and I am told they will send a prepaid label I have called 3 weeks in a row and received the exact same labels yesterday that they sent on 12/2/22 with return #'s ***** and ***** and they are not prepaid. I emailed the sender with a response. Again I would have to pay which is unacceptable as I already sent the phone once and they mail it back to me. They are also saying they are working on my refund and that I will receive an email but this also as not occured. Ticket reference #'s are CRT-***** and most recent CRT-*****. I am being lied to and its very frustrating. I am including proof I forwarded my return labels to their representative on 1/9/23 because she asked if I returned it appropriately.

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

• Initial Complaint

  Date:01/29/2023

  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 10-23-2022 I signed up with Mint Mobile for a year commitment which ends on 11-2-23. This was after paying for 3 months of service prior. This was the arrangement they outlined on their website. I was actually very happy with the arrangement until I had to upgrade my iPhone on December 30, 2022. The upgrade to the phone was needed in order to abide by my doctors request due to my recent diagnosis of type 1 diabetes. Basically the *** needed to run on a more recent technology phone in order to talk with the sensor now on my arm. I was working with the representative from ******* to get this done and we were unable to get Mint Mobile's SIM card to work in the new phone. After speaking many times with Mint and not resolving the issue I was forced to go back to ******* since how they were the only ones able to get my phone operational. I showed up for my doctors appointment the next day as requested with my new phone and learned how to use it running the medical ***.Tried contacting Mint Mobile that same day to see if they would send me a new SIM card. They replied that I no longer was listed as a customer and that I was not entitled to a refund for the remaining period of time that ended on 11-2-23.

  Business Response

  Date: 03/01/2023

  Hello,
  In regards to this matter, a partial refund for the customers unused services has been
  processed, 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: 03/05/2023

  To Whom It May *********************  The response from Mint Mobile is promising, but specifically states that my account with Mint Mobile will be credited. It does not say that they will be sending a check made out to me and sent to my mailing address. In case they are to do the right thing and send me a credit for the remaining balance on my account made out to me and addressed to P.O. Box 180, North Falmouth **, this matter in my opinion is not resolved. As I indicated in my complaint, Mint Mobile never tried to work with me to get my new phone activated on their service. They have only exhibited poor performance in rectifying a simplistic matter. I paid for a year of phone service in good faith and that service was not delivered. It is unacceptable to credit my account thinking that I would ever trust that they could ever get my phone connected and functional for the period for which I have paid. I have totally lost faith in their capabilities. Please, this has dragged out way to long. It's really a shame that such a good person as ************************* is not in touch with his company on manners such as these.

  I will await your response. Thank you for your attention.

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

   

   

   

   

  Business Response

  Date: 03/10/2023

  Hello, 

   

  In regards to this concern, we will be sending the funds back to the method of payment the customer used to pay with, please allow up to 7 business days for the funds to be credited. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 03/19/2023

  
  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:01/28/2023

  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 made a purchase of two phones & four service plans on Dec. 24th, 2022. One phone with service plan was a gift that was declined. Another service plan turned out to not be compatible with the other phone. I contacted the company via ************* separately for both issues. I was given a ticket number for both returns as well as a Fed Ex label. I returned one phone and the two service plan SIM card kits using the Fed Ex label. Fed Ex tracking indicates it was received by the company on Jan. 11th, 2023. I am still waiting on my refund. I have called several times, receiving contradictory information and with no resolution. First, I was told the refund process was initiated on Jan. 17th, 2023 and would take 10 days maximum. No refund as of yesterday (1/27), so I called again. First person was unhelpful, so I asked for manager. Manager said refund was still waiting on warehouse confirmation, then refund processing and could offer nothing - no estimate of timeline or any progress on process. I am owed nearly $500 and am very unhappy with their service and procedures.

  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 
  

  
  

  Customer Answer

  Date: 02/13/2023

  
  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:01/28/2023

  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 filed complaint with BBB against MINT MOBILE. Complaint # ********. MINT Mobile promised to refund me and wrote to BBB that they refunded me but they never did. BBB closed my complaint and marked that the matter was resolved but it was not because Mint mobile lied that they refunded me but they did not. Mint Mobile is very dishonest company. They lied to me many times when I called them on the phone that they will refund me but they never did. They stole my money.

  Business Response

  Date: 02/10/2023

  Hello,

   

  In regards to this concern, a refund has been provided to the customer, we recommend the customer reach out to their bank if they haven't received the funds. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:01/28/2023

  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 am on my daughter's Mint Mobile family plan which is pre-paid until April 2023. They have disconnected my line, and for some reason, the issue can't seem to be resolved.

  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
  

  
  

  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 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:01/27/2023

  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 Dec 29, 2022 Mint without my knowlege permission or consent transferred the mobile phone number I've had with various companies for at least 20 years to some unknown criminal. This occurred while I was using the phone line which caused the line to go dead and so I reported it immediately. Metro has the number now and it is inactive. They will release it to mint so I can use it again if Mint will provide "proof of tenureship" which is confirmation that I had been using the number at Mint. Most of Mint's customer service reps and supervisors refuse to do anything except argue with me that such fraud never occurs on Mint or make up whatever story they care to about what has or will happen. Just today I was assured by a Mint Supervisor that Mint had given Metro the requested proof of tenureship and then later in the afternoon I received an email from Metro saying they had not received anything. Checking back with Mint I was told that they had not sent anything but they were sending the technical team an "urgent" request to do so. This case has been "urgent" "critical" and "escalated" since Jan 3 but nothing has happened. The phone number is question is **************. The first (or second) case number Mint gave this may have been TECOPSJSD-****** the latest case number is CRT-***** I have attached an invoice from Best Buy on 5/17/2014 showing I was using the number then.Also attached a chat with Mint where they claim to have provided the proof of tenureship to Metro and third An email from Metro indicating that Mint still had not provided that documentation.Unfortunately, I have no copies bill or invoices with Mint as Mint immediately closes off all customer access to an account whenever they decide to port out the number. Mint has access to these records even if they block the customer and claim that they no longer have access themselves.

  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
  

  
  

  Customer Answer

  Date: 02/10/2023

  
  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:01/27/2023

  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.

  My wife bought two sim cards and subscribed to Mint, buying 3 month getting 3 months free. I used the second sim and did the trial. I received a text message on the Jan 24th that if I went for a for 3 full months, I could receive 3 free. Although they told me that deal had expired, I felt I would not have followed through on the offer after the trial due to connectivity issues. They seemed not to care about the text message being sent and did not have an explanation why they had sent it.

  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
  

  
  

  Customer Answer

  Date: 02/10/2023

  They have had ample opportunity to resolve this issue but they have failed to address the issue. They know how to reach me but they have not.

  Business Response

  Date: 02/17/2023

  Hello,

   

  In regards to this concern, we have sent the customer an email asking for more information to resolve this matter with no reply. If the customer could respond at their earliest convenience, we would be happy to resolve this matter. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 02/21/2023

  
  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:01/27/2023

  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 have been using this cellular service for a few years and this past year I have started having problems with my wifi calling. When my plan renewed in December I called the company (the last week of December) and they had me troubleshoot the issue. I have used the online chat feature with them several times, and they keep telling me the same thing. Restart my phone, restart the wifi. They have sent me a new sim card. Nothing they have suggested works. Their wifi calling does not work. Period. I have tried to use it with different phones and with different networks (ie, my home network, my school network, public networks). It is the same thing every time. It will work for a day or so and then go back to the same problem of not working at all. They sold me a service that does not work and are unwilling to help me or refund me. I can not use my phone at my house or on any other wifi network. This is a problem for me because their data service does not work at my house either so I am relying on the wifi calling they offer to make and receive calls. I can not even make emergency calls.

  Business Response

  Date: 02/09/2023

  Hello,

  
  In regards to this concern, we have investigated this matter and we understand the customers frustration. However. we find that the customers request is outside of our refund policy, which is 7 days from the date of activation, so their refund request is denied. 
  

  Thank you,
  Mint Mobile