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:01/19/2023

  Type:Order 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 cellular service is faulty with ******* phones, my service through Mint Mobile results in missed calls, dropped calls, spotty coverage, and cannot receive nor send multimedia text messages. This is a known issue between Mint and ******* phones. I have tried all troubleshooting guides and techniques but my service still remains faulty. Mint is a prepaid annual service and only accepts refunds in the first seven days of service. I started my annual plan April 2022, but the faulty service issues began in July 2022. After speaking with two different representatives from Mint Mobile today, January 19th, 2022, they informed me they cannot provide even a partial refund for the remainder of my annual plan due to their refund policy despite their service being faulty and not working as advertised. All I seek from Mint Mobile is a partial refund for the remainder of my annual plan (I paid $200.79 in April 2022), but they refuse to do so.

  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.

  Hi,I filed this on 1/11/2023 with a complaint number of ********. Then I got a reply for BBB mentioned that Mint agreed to refund me and asked me if I accept. I replied yes. However, Mint has never really refund me. He never refund the credit card that I used to pay for that purchase. It seems that I can no longer no anything with that complaint, so I file this one again.I used Mint mobile as my cellular provider. My plan was a 12 month prepaid plan and it wont need to be renewed until 1/17/2023. I thought that I might continue to use the service but I want to change to a $240 for 12 month plan so I added funds ($267, including tax and fees) to my mint account on 12/29/2022. The fund would not be used to recharge my account until 1/17/2023. However, I changed my mind on 1/8/2023 when I saw a better cellular provider deal. So I contacted Mint and requested for refund. The representative didnt allow me to get refund in the beginning with the excuse of the 7 day refund policy but eventually agreed to refund me after talked to his manager since that fund has not been applied to purchase any plan then. He processed the refund and told me its all done and I should receive an email of my refund in 24h. He didnt tell me that I cannot sign up with another provider until I receive the refund. So I signed up a new plan with another cellular provider on 1/8/2023 after I chat with Mint online representative. However, my Mint account was cancelled by Mint after I signed up with another cellular provider and used my old phone number. In the afternoon of 1/9/2023, I got an email from Mint saying that the refund is cancelled. I have contacted my credit card company to dispute this payment since I have never received the service and have requested for refund before I signed up with another provider. But my credit card company cannot guarantee the dispute will be successful if Mint doesnt respond and doesnt cooperate. So I really need help from BBB. Thank you!

  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.

  On nov 15, 2022 two charges to ********** were made for 6 months of service on two phone numbers to begin December 12, 2022. On january 7, 2023 we switched to another service provider. We contacted mint mobile to request a refund of unused months and were told first that we would be refunded monies for each line and we should see that credit on our credit card in 3 to 10 days. About two hours later we received a call from mint ****** refund department informing us that we will not receive a refund because we did not call within 5 days of paying for the service. Again, we paid for the six months in November. After much back and forth discussion with the mint ***** rep, we were told that the only way we could get a refund was to dispute the charges on our credit card account. We made it clear to the rep that this was very poor customer service and since the conversation was being recorded with her, everything she told us was repeated. We have disputed the charges and now are waiting.

  Business Response

  Date: 01/25/2023

  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:01/18/2023

  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.

  Switched to mint mobile to give it a try with a 7 day money back cancel for any reason guarantee. Purchase date was Sunday January 15th 2023. After using the service less than 3 days I was not getting phone calls just voicemails, could barely send a few texts definitely not photos and the data basically didn't work at all, when it did it was less than 1mb down and up. So I called to cancel on January 18th 2023. They gave me a pin to switch to keepy number and are now denying me my refund saying since I transferred to keepy number they won't give me my money back. Fraudulent, scam and needs to be shut down. Will likely file a lawsuit after speaking to lawyers. Have entire conversation recorded of them admitting they know it's less than 7 days but will not refund me repeatedly.

  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 
  

  
  

  Customer Answer

  Date: 01/25/2023

  
  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.
  I did get the refund, thank you. Still is not ok I had to resort to this to get my guaranteed refund though and the employees need reprimanded. Thanks again.
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:01/18/2023

  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 Friday 1/13/2023 I called Mint Mobile to get 3 lines of service. They said I had to give three different email addresses for myself, my husband and my daughter. They charged on my debit card 3 separate charges. Myself and my daughters phone were able to receive the eSim card but my husbands phone had to get it in the mail. After being on the phone with them from 7:00pm until 10:30 pm my phone was activated but not my daughters. They said she will receive an email and she never did. I called back the same night got a supervisor on the phone she said she would help me we ended up getting disconnected and when I called back they were closed. I called back on Saturday 1/14/2023 and asked about my daughters eSim card. They told me they couldnt find her account. I said you took my money out of my account wheres that money? They proceeded to tell me they didnt know and had no answers for me. I called my bank to report a fraud charge. I explained to my bank what happened. They said I needed Mint Mobile to send me an email stating they couldnt fine the $105.00 they took from my account just for my daughters service. I called Mint asked for a supervisor he informed me that they dont do that so he said can we call your bank on 3 way? I agreed he spoke to my bank and they refunded me that $105. Then I said I want a refund for my phone service and my husbands because they give you a 7 day money back guarantee. Its been nothing but a nightmare with this company. So I spent another hour and more requesting a refund. Mind you I only had the service for 1 day and out of 3 phones mine was the only activated, I gave the guy all my info he told me ok he put it in the computer system and I should expect an email within 48hours and that my husband would get a refund because they didnt mail his SIM card out yet. So as of 1/17/2023 I and my husband still have not received our emails. So yesterday the 17th I called again and the guy that answered said whoever started our refund process on Saturday didnt finish it. He would but the computer system was down. I called today the lady reassured me we will get our confirmation emails in 48 hours and we received my husbands SIM card today by fed ex. ************ is horrible and I believe they scam people.

  Business Response

  Date: 02/01/2023

  Hello,

  
  In regards to this concern, the customer will need to reach out to their bank to resolve this concern, due to a fact a chargeback has been filed against these purchases, therefore we are unable to refund with the chargeback case against this purchase. 
  

  Thank you, 
  Mint Mobile
  

  
  

  Customer Answer

  Date: 02/01/2023

  I spoke with my bank and had a supervisor from Mint Mobile on a 3 way call. My bank said they did not reject the transactions and that it wasnt making sense. So then the Supervisor ***** from Mint Mobile told me to put a dispute in with my bank for both refunds which I did and they said it could take up to 90 days with an investigation. This process was a complete nightmare and Im glad its almost over.

  Business Response

  Date: 02/07/2023

  Hello,

   

  In regards to this concern,  since a chargeback has been filed the customer will need to work with their bank to resolve this matter. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:01/17/2023

  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.

  Date of transaction 12/25/2022 Amount of transaction $57.08 (posted on 12/27/2022 from my bank account). Here is what the business was supposed to provide, based on this transaction: 3 months, 4GB cell plan, plus 3 additional months of service free. (I checked the **** #, in advance, on the website and it said phone was compatible.) Here is the dispute: A transaction receipt was sent on 12/25/2022 via email with the order #MT2474767. The activation of the e-SIM did not work. I called and they verbally gave me the phone number and some login details to use when the physical SIM card arrived that they were shipping. While waiting for it to arrive in the mail, I misplaced the piece of paper w/phone number that they verbally had given me. When "replacement SIM kit" arrived, I called and explained that I had lost the phone number and could they help me activate the phone. The physical SIM card ALSO did not work and in that process, the support person tried to activate it by giving it a new phone number. This created a new account under that number and it was now regarded as a "free Mint mobile trial" and the original transaction has literally disappeared. I called again and they gave me no resolution, only was told to watch for an email with instructions on obtaining the refund and given Ticket #: SUPPORTM-******. I never received an email with instructions. I have asked to speak to a supervisor when I have called each time. This time, today (1/17/2023) they again would not transfer me to a supervisor and said the original order number from 12/25 only shows "my name". The support person asked for the first 6 numbers, and last 4 numbers of my card to trace the credit card transaction. After on hold for a long time, he came back saying that I cannot receive a refund because the account has been active for 22 days (even though the e-SIM or replacement SIM never worked!!). I have never made received a single phone call from either of the two phone numbers they issued me.

  Business Response

  Date: 01/24/2023

  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:01/17/2023

  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 have been with Mint for two years. I was referred by my daughter. In early January of 2022, my spouse switched from **** to Mint. She lives at the same address as me. She used the refer a friend (***) link I sent her, but the link was not working properly. The website was just looping and would not allow her to finish signing up. This link was supposed to give me $100 to my account. Since the link was not working, she called MInt and activated her plan, telling the representative the *** link was not working for her. The representative assured her it would be applied to my account. She had ordered her SIM card during the promotion period, but it took more than a week to receive it, and when it was received on 1/12/22 the promotion was over. It still should have been eligible since it was ordered during the promotion. When I received my renewal bill in December of 2022, my account did not show the *** credit. I called Mint and was told that even though my spouse had signed up under the *** promotion, it was too late to be applied to my 1/2022 bill and would be applied 1/2023. When I received my bill in 12/2022, it did not reflect the $100 credit. I called and spoke with a rep and was told it would be researched and applied. I received no contact or follow up, and it was not there on 1/14. I called Mint since my renewal was coming up. I spent an hour on the phone. An escalated ticket was created, and I was told it would take 72 hours to be resolved. I stressed my renewal was on 1/17, and it would not be quick enough. The representative assured me it could be taken care of in time. On 1/17 my bank account was deducted the full renewal amount, with no *** discount. I contacted MINT via chat and was told that their records did not show the *** was used. I explained what had happened but did not receive the $100 refund. To make matters worse, my spouse used the *** promo for a friend of hers, so three accounts were opened from my daughter's original referral.

  Business Response

  Date: 02/03/2023

  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: 02/04/2023

  It is not that I do not accept the resolution, but the nature of the refund is unclear.

  Is Mint applying a refund credit to my account, so that I would receive a credit with my renewal in January of ****? This would be two years after the issue.

  Or is a credit being offered to the credit card used to renew my plan with Mint in January of 2023, which is what I had requested? 

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

  Business Response

  Date: 02/10/2023

  Hello,

   

  In regards to this concern, a refund was processed in this matter, if the customer has not received the funds we recommend that the customer reach out to the their bank. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 02/19/2023

  
  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:01/17/2023

  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 wanted to try Mint Mobile because my current cell service plan has no service in my home. I have to go outside to use my phone. I paid Mint $70.00 for the whole year because their website said I would have service where I live. When I revd my pkg I tried to set it up, but the activation code didn't work. I started a chat w/their customer service because I couldn't call them and they were no help, I finally had to go outside to my neighbor's yard to call them. I had to wait at least 20 minutes to talk with someone. I made several calls and they finally got me connected and I still had no service. I called to cancel my service and they kept my $70.00. I would understand keeping an *** for one month, but they should not be able to keep my entire $70.00. They told me I would get a refund when I cancelled the plan, but then they sent me an email saying I would not get a refund. I am 67 yrs old and get $900.00 a month from social security, so $70,00 is a lot of money to me. I would like to have part of my money back.

  Business Response

  Date: 01/24/2023

  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: 01/27/2023

  
  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:01/16/2023

  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 signed up for Mint Mobile on 1/11/23. They had told me I had coverage. I cancelled my previous phone provider as they directed. I followed their directions for getting set up for service. My service did not work at that point for calling or sending messages. I spent over 7 hours on their customer care service with people that assured me they could fix the issue if I followed the steps they outlined. I did so....over and over and over. In the end, they told me they were having tower troubles. This information should have been available early in the process. I am now without phone service for days. This is very damaging to my daily obligations. They also claim they will get the problem fixed. I have paid them for service I am not getting......no service at all now.My downloaded picture of the conversation was after 7 hours of trying all kinds of other solutions.

• Initial Complaint

  Date:01/16/2023

  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.

  This will be my 3rd BBB complaint in regards to this issue. Original complaint ******** and ********. Neither were resolved, but Mint Mobile said they would be issuing me a refund. Didn't happen!! I am resubmitting this complaint with the same details below: In July of 2022, I purchased a ****** Pixel 4A, order number MMO_901931. When it arrived, it took about three weeks for Mint to tell me it was locked by another service provider (it even came with a ******* SIM card already inserted). After weeks more of back and forth about how I needed to pay to have the phone shipped back to them, they finally sent me a return label. After another month, I called and was told that the phone was being sent back to me because I still had the phone locked, and that they had emailed and called me to get in touch with me, but this was not true. I have no missed calls or emails from Mint. The phone returned to me and I removed the pin number. After another couple weeks of arguing about a return label, they finally sent me another one. The phone was delivered to Mint Mobile in **********, **, and signed for on 10/31/22. I have called Mint Mobile every day since then, and been told that I need to file a complaint with ***** because the phone is lost. I called ***** and they said this is not true, and that the phone was signed for at the drop off location. This phone was $427.93, and I just want my money back. It has been 6 months of this nightmare. I spend almost two hours on the phone every time I call, and they lie every time I speak to someone, saying they will escalate the ticket, update my phone number, update my email, send my request to the return department, etc. Ticket numbers I have been given are CRT51450, CRT50436, CRT45566, although most get closed due to "customer no response" even though I call nearly every day. I have spoken to probably 50 reps in the past 6 months. At this point, I do believe this company is a scam, and that I may never get back my nearly $500 back

  Business Response

  Date: 02/10/2023

  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: 02/10/2023

  Not what I asked, but I was able to get a rep on the phone and after 2 days, received my refund.