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:01/24/2023

  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.

  Im filing a complaint again because it seems to be closed I bought a phone from Mint Mobile on October 24, 2022. Fed Ex lost my phone I am being charged for it still...I contacted Mint Mobile on several occasions they have told me that I will get my money back and other times they told me I would be getting a new phone...and it's always the same thing, I call back and they are doing nothing...thinking about suing them now. I bought the phone through Affirm in installments. I have contacted them, but they are not helping me either. I have submitted a claim with Fed Ex and they told that Mint Mobile has to submit a claim...I talked to a "manager" over there at Mint and they gave me a case number but like I said they are doing nothing about it...this has been going on since October I did file a claim with Fed Ex and they told me that the shipper (Mint) **** to file the claim.

  Business Response

  Date: 02/07/2023

  Hello,

   

  In regards to this concern a re-shipment has been sent to the customer and the customer should receive their new device within 3 business days.

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:01/23/2023

  Type:Billing 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 paid $360 for a 12 month subscription in June of 2022. I move on from this cell service in January 21,2023 with months remaining on my account. I want to keep the account to pass it to my nephew but they cancelled it. Now I lost the remaining months I paid for and they dont want to transfer my remaining balance of months I had. Dissatisfied with how they handled this.

  Business Response

  Date: 02/06/2023

  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:01/23/2023

  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 January 1, 2023, I renewed a cellular phone account with MINT MOBILE. It was the renewal of my previous number ending in 19 which had lapsed in November 2022. I paid for a 3-month subscription which was the most interesting to me financially.The agents at MINT MOBILE were never able to get my account up and running for 10 days. Text messages did not come through, calls fell, no access to the internet. They were convinced it was a problem with my physical phone although I insisted my phone worked perfectly well with two other different sim cards in it. I nevertheless accepted they send me a new sim card in the mail which I received Jan 6. The new sim card changed nothing to the situation and the account still didn't work properly. Upon calling MINT again, I was not offered a solution.In the meantime, on January 1, 2023 as well, I was obliged to subscribe to another carrier because at that point I had no reliable phone service from MINT. I even lost my original phone numberwhich caused me numerous problems in my work.At the end of an intense work period which ended Jan 11, I called MINT and told them I wanted a full refund since I had no service, the second sim card didn't work and I had been without service for 10 days.They very simply stated I could no longer cancel the account and contract because I had passed the 7 day cancelation deadline.I am addressing this complaint to the BBB because I find it unjust MINT will not accept that I cannot rely on them. They left me without service for ************************************************************************************************************************** as a customer by force.I would like MINT to understand that it is only fair that if they couldn't get me up and running in 10 days, I am allowed out of our contract.

  Business Response

  Date: 02/06/2023

  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:01/23/2023

  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 with Mint Mobile for over a year and I purchased my phone through them and bought it in full the day I joined them, I am not switching providers and one of my two phones won't unlock. I went through the process of unlocking it last month and it didn't work so I have been trying to get it unlocked again and they keep telling me the same thing now, it will be unlocked in 24 hours if its not call us back and it has been almost a week now and my phone is still locked and every time I call they come up with a new excuses as to why it is still locked. They tell me they fixed the issue and that I need to wait another 24 hours just for the same thing to keep happening. I need my cell phone that I paid for to be unlocked by them and they are not helping me, I need to get this resolved asap and they won't help so maybe you guys can. I can provide you with any additional information if you need it.

  Business Response

  Date: 02/06/2023

  Hello,

   

  In regards to this concern, the. customer's device has been unlocked, there is no further action for us to take in this matter. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:01/20/2023

  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 lost service with Mint mobile through no fault of my own. I prepaid for one year service. They attempted to replace the *** card via email. Nothing was working to get my cell phone service back for FOUR days. Mint claimed it was a T-Mobile maintenance issue. I am a business owner and I lost clients and was unable to make or receive phone calls, emails etc. I am currently sitting at my friends house and we are both on HER phone with Mint in an attempt to activate a new *** card. We attempted TWO times without success and ended up calling Mint customer service who gave us yet ANOTHER number WHICH DID NOT WORK EITHER. We are verifying her info now because SHE CANNOT USE HER CELL PHONE and her computer has died from trying to fix this mess. As I mentioned....she is a BUSINESS OWNER and has lost wages due to this conundrum and ****'s inability to effectively rectify this situation. We have been on the phone for over 1/2 hour and are still WAITING to get a new code read to us. I would like a REFUND OF ALL MONIES that I prepaid FOR THE **** to Mint mobile.

  Business Response

  Date: 01/25/2023

  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:01/20/2023

  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.

  Called to upgrade my plan, which the 1st customer service agent assisted me with. I was charged a fee for the difference in cost of the 6 month plan. After realizing that the plan had not changed, I called and spoke to the 2nd agent to get assistance. This agent changed my plan but charged me again. There was no need for another charge. After realizing this, I called again and spoke with Agent #3. Very unhappy with service so far and upset because my bank balance was now reduced to negative $2, the agent submitted a ticket for a refund. Now given the circumstances of have a negative bank balance, I though it fair to escalate the request and sought assistance from a supervisor. I was told that there was nothing they can do and I have to wait **** business days. This is unfair, there was no need to charge twice, I am no pleased and I wish this will be resolved sooner than 10 days.

  Business Response

  Date: 02/06/2023

  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:01/20/2023

  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.

  My family member died 01/.03.2023. I renewed my mint mobile plan for them on 11/07/2022. Mint mobile will not reimburse for their nearly 12 months of service that wasn't used per their passing away. I renewed their plan for 12 months at 15 per month plus taxes and charges so they won't give me the $202.85 back to me. They are stating that death is not allowable reason or wasn't soon enough. I have a death certificate if needed.

  Business Response

  Date: 01/25/2023

  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:01/20/2023

  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 trying to unlock a mobile device to be used on a different mobile provider. Mint Mobile is blocking this even though I don't make device payments to them (the payments are made to affirm) and the phone that was shipped to me was shipped via a 3rd party vendor. I believe Mint Mobile is unlawfully hamstringing people into 2-year contracts even though I did not, and would not have signed a two-year contract. I do not owe Mint Mobile any money, I owe it to Affirm. I will continue to make payments to Affirm and have the phone on a new provider.

  Business Response

  Date: 02/03/2023

  Hello,

   

  In regards to this concern, the customer's device has been fully unlocked.

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 02/03/2023

  my phone is absolutely not unlocked. You can see in the attached that is says carrier locked and mint mobile being the carrier. 

  Business Response

  Date: 02/10/2023

  Hello,

   

  In regards to this concern, we have reviewed this matter and have confirmed that the customer's device has been unlocked.

   

  Thank you, 

  Mint Mobile

• Initial Complaint

  Date:01/19/2023

  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 from Mint Mobile a ****** pixle 7 pro phone for $788.85 including a year of phone service and the one year protection plan on 12/9/2022. 1. first order was not delivered due to ***** not finding my address so the phone was sent back to **********. I never received a tracking number nor was i notified of phone being sent back. I was refunded for this order.2. second order, order number MT2445062 $788.85 12/19/2022, was not delivered due to Mint cancelling due to address again not being found by system. I never received a tracking number nor was i notified of phone being cancelled. After several "chats" with several agents promising me that my $788.85 was going to be refunded to my bank account within **** business days, it still has not been refunded.3. third phone was delivered 12/22/2022 after I paid $803.85 including a ***** delivery fee. I have been chatting with agents since 12/9/2022 up to 1/15/2023 being promised that it will take **** business days for refund. It's been more than a month and still $0..

  Business Response

  Date: 01/25/2023

  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:01/19/2023

  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've contacted the business via multiple medias over the past few months speaking with several employees/managers who state they are unable to get me an invoice for monies paid. I need an invoice so that I can provide legal documentation to the *** for tax purposes.

  Business Response

  Date: 01/25/2023

  Hello,

   

  In regards to this concern, Mint Mobile does not provide receipts, however the customer can view all of their purchases in their online account under transaction history. 

   

  Thank you, 

  Mint Mobile