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:01/27/2023

  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.

  Twice I was told that I could buy a phone/plan promotion and have the plan value added to my daughter's phone line, so twice I bought a phone/plan promotion. But only ONCE did they honor that. Now, they've double charged a YEAR of phone service & have done nothing more than "you had 45 days to activate your new line. You are out of the refund policy or activation"This isn't a plane ticket. This "use it or lose it" mentality when they LIED AND DOUBLE CHARGED ME is literally criminal

  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
  

  
  

• Initial Complaint

  Date:01/26/2023

  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 January 11th, I placed an order with Mint Mobile in the amount of $403.66 for a cell phone and two service plans, as well as next day shipping. I received a confirmation that the order had been placed, which indicated a ***** hour process time before I'd be sent an e-mail when my order was on the way. I never received notification of delivery. I contacted their chat support after about 50 hours from the time my order was placed, and was informed that my order should be sent by the end of that day.The next day, I contacted chat again as I had still not got word that my order was shipped. I asked if there was a problem with the order. The agent said sometimes when phones were in the order, it could take up to 72 hours to process and that I would be e-mailed about it later in the day. After about 74 hours had passed, I contacted them again. They did not inform me of any delays or problems with the order. They simply said that it was still processing. I decided to ask about cancellation policies. I asked when I'd receive my refund and if I'd receive a confirmation e-mail about the cancellation. The answer was unsatisfactory and I expressed my disappointment before saying that I wanted to cancel the order. The agent informed me she had already cancelled my order (without my consent.) I never received a cancellation confirmation, after being told I would. They told me the refund would take **** days to process. 12 days after I placed the order, I contacted them again. They told me I'd receive the cancellation confirmation in ***** minutes. I never received it. Again, I contacted them. I was told that my case was put on 'high demand' and would be handled within 72 hours. At about 70 hours again, I attempted to contact them for any update on the case. At this time, I was only told that I'd receive an e-mail within 24 hours and that my refund request was processing (which I already knew.) My order number is #MT2553093. The "case number" they gave me is CRT-*****.

  Business Response

  Date: 02/09/2023

  Hello,

   

  In regards to this concern, a full refund minus shipping was provided to the customer on 1/29/2023. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 02/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:01/26/2023

  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.

  1/14/2023 Placed order MT2581061.Issue 1: I called as soon as I received my shipment because a phone was missing in the order. I was given ticket SUPPORTM-******. Still no answer and still no update as of 1/26/23.Issue 2: on phone I did receive, it was locked. I have been calling for a week now and still no resolution. I've been told someone will contact me by email, received nothing. Every call I have to go over exact info and I cannot get an answer on status. Given ticket number ********* the ****61009.I have paid $615.94 up front. Missing a phone, the other line is not active and can't make calls.

  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: 02/10/2023

  I do not understand what information is needed. I have called several times and all of my issues are logged. I submitted a refund. 

  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 
  
  
  

  Customer Answer

  Date: 02/17/2023

  It took a month of calling even though I verified that I would get a refund and they were aware of missing phone from warehouse. I was then sent several emails requesting me to file a claim with ****** Every response on emails was just a repeat of same information to file a claim with ****** I had to explain every time that I cannot file a claim with ***** when I received the tracking they sent. The missing device was an issue on their end.

  I finally got a response after a month that refund was issued. I have not seen the refund yet. I do not trust this company at all. 

  I am never given complete answers and blaming ***** is terrible along with asking me to file a claim. I will not close this until I see the refund. 

• Initial Complaint

  Date:01/26/2023

  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.

  1/10/23 ****** *********** charged me even though I had already prepaid for a year of service. They made a mistake and then while attempting to fix it ended up charging me. I have showed them all the proof of this over charge and they continue to deny my refund. There are many complaints online currently of other customers being ripped off by Mint Mobile.

  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
  

  
  

• Initial Complaint

  Date:01/26/2023

  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.

  So back on December 3rd I noticed $251.06 was took out my account for a cellular service with Mint Mobile. I called mint mobile immediately and let them know I didn't need the service and never used it. So they told me they would refund me my money so they sent me a email to send in my information to be refunded. I waited a couple days and I was never refunded or contacted back so from there I kept calling and they kept telling me they won't refund me. One then them times I called and put PNC banker on a 3 way call and she heard them talking to me disrespectful and everything. So she filed the ************** but now that same dispute is still open on my account and its stopping me from making online purchases. I can't even use Uber or Lyft with my card. So I don't really understand how disputes work I never do them or needed to do them. So I canceled the dispute by mistake and immediately refilled the dispute. Everytime I file the dispute PNC bank can never get back in touch with Mint Mobile and is leaving the disputes open on my account stopping me from banking the way I would love to. I feel as though if mint mobile told me they will refund me than that's what they should of been done and we wouldn't have to go through any of this. But they won't refund me for a service I haven't used and won't use. Whoever reads this please give me some advice of how I should go about this because I don't understand how to fix this situation. I don't feel that I should have to pay for this dispute because I mistakenly canceled it by mistake. Mint mobile actually owed and been needed to refund me my money instead they are making banking very difficult for me in difficult times. My number is ********** if anyone would need to give me a call thanks.

  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 
  

  
  

• Initial Complaint

  Date:01/26/2023

  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.

  Bought a new smart phone and 6 months of service from Mint Mobile, which was supposed to include 6 months free. It came and I tried to activate sim card, and kept getting stuck. Chat feature on their web site wouldn't work, and every time I'd call their 800 number, it would ask for my zip code and then hang up. Spent an entire afternoon into evening doing this, and then started again next day. Eventually, my wife (who has Mint Mobile) was able to get through to someone through her app. He tells me that my offer (for a new phone) requires transferring an old number, and that if I want a new number that I can't get the 6 free months. I have reread the offer and fine print on the page I ordered from 3 times, and second page of terms and conditions, and see nothing that says that. Very, very unhappy. Filed form to return and as yet have heard nothing.

  Business Response

  Date: 02/01/2023

  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: 02/05/2023

  I've heard nothing since they received merchandise back on 1/31 (according to tracking info).

  Business Response

  Date: 02/27/2023

  Hello,

   

  In regards to this concern, we have attempted to reach out to the customer to get more information in this matter, if the customer could reach back out to us we would be able to resolve this matter. 

   

  Thank you,

   

  Mint Mobile 

  Customer Answer

  Date: 03/06/2023

  Mint Mobile received everything they sent me back on Jan 31 at 11:40 AM, signed for by DDaniel in **********, **.
  
  The last communication I've had with them was an e-mail from Shak P on Jan 26 that my refund request had been approved.
  
  Not sure what else they require from me, but I'm still reachable in the same ways that I was in January, and they remain the worst customer service I've ever dealt with.

  Business Response

  Date: 03/20/2023

  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 

• Initial Complaint

  Date:01/25/2023

  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.

  Activated a new with Mint Mobile which got activated on January 11 with a temporary number since the port in request from ***** wasn't successful. Since then made at least 10+ calls to Mint and 3-4 calls to ***** but nothing works.***** has been telling me that the customer name pushed in port out request by Mint is incorrect. The customer name pushed by **** says " prepaid customer" which is definitely not my name.Even after several escalations, call, ticket numbers. Nothing seem to work. Mint is saying they don't have an option to key in customer while ***** says they do and they cant port out without right customer name.

  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 
  

  
  

• Initial Complaint

  Date:01/25/2023

  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 January 12th 2023 I purchased a mint mobile phone plan for $90. My total was $105.19. I paid for an E-Sim and after dealing with customer service for a while, I was told that my E-Sim was incompatible with my phone that had been previously stated as compatible. I then requested a physical sim to be mailed to me. It was delivered to the wrong address. I again contacted customer service and asked for a refund. They claimed they processed my refund and I would receive it within 3 to 5 business days 3 to 5 business days past and I contacted customer service again where I was told that my refund request had never been processed and I would receive my refund within 24 hours. 24 hours passed and I contacted customer service once again and was told that it had still not been processed. It would take up to 48 hours to process and 7 to 10 business days after that for me to receive my refund. I asked multiple times to speak to a supervisor. I was blatantly refused. I called the customer service number and asked to speak to someone and was also refused. I believe that their customer service is incompetent and more people need to know that there is the potential for them to not only lose money but be completely ripped off.

  Business Response

  Date: 02/01/2023

  Hello,

  
  In regard to this concern, we have taken a second look intothis 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: 02/01/2023

  
  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:01/24/2023

  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.

  Signed up with Mint Mobile and purchased a new cell phone and service plan with them. Was unable to activate service as the phone after several calls and attempts to resolve the issue. Mint Mobile was unable to unlock the phone. Purchased a second new phone and was finally able to get it activated, but this too was not an easy process. Returned the first phone for a full refund and it was received by Mint Mobile on Jan. 11. I called back on January 14 to check on status of refund. Was told that the warehouse had to check out the phone and that the process would take 5 to 7 days. Called Mint Mobile back on Jan 24 and was advised that the warehouse was still checking the phone. I am frustrated that this process is taking so long and the amount in question is $639.57. At this rate they can drag the process out and it appears to be beyond my control. I have had to make numerous calls to get anything resolved. This has the been the worst company I have had to deal with.

  Business Response

  Date: 02/01/2023

  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: 02/01/2023

  The device was returned to Mint Mobile on January 11 and verified by FedEx.  When I called to inquire about the status of my refund I keep getting the response that they are waiting for their warehouse to check to phone out before issuing the refund.  Was told the process was to take 5 to 7 business days. This has been dragging on for too long.  

  I am feed up of the runaround I am getting from this company.

   

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

  Business Response

  Date: 02/07/2023

  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 

• Initial Complaint

  Date:01/24/2023

  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.

  Bought a phone from mint mobile for my child, using affirm to pay for it. When I received the phone I was unable to activate it so with much frustration and no help from customer service I returned the phone. The phone e was received by them December 9th. I am still being charged and have called them several times and am always told a manager will call me back but one never does. About 2 weeks ago I was I formed there was a pass code on the phone wich is not something i ever put on there, I don't even use one for my phone, they told me they would send it back so I could clear the phone and send it back to them to process the return. I have never received the phone back and am getting reminder emails to activate my phone. Once again I called customer service and was told a manager would call me back but no one ever called me. I am so fed up with this process and the complete disregard to my issue. Affirm will not stop charging me for this phone that was returned and received back to the company December 9th until they **** it as returned. I need this issue resolved I am beyond frustrated at the neglect, it is now January 24th and no issues have been resolved and yet another payment us being taken out of my account for this phone tomorrow.

  Business Response

  Date: 02/07/2023

  Hello,

   

  In regards to this concern, the customer's device was returned to us with a password, the customer will need to remove the password and return the device before a refund can be processed. 

   

  Thank you, 

  Mint Mobile