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:01/17/2023

  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. 

• 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 have been trying to access mint mobile. They ask for previous acct number from previous service. Our acct number is unacceptable to the service. I have the previous acct number in front of me.I *** have no phone service. No landline and no iPhone service

• 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.

  Mintsim offers international roaming as a service, but this service is a complete failure. Not only does it not work for me, when reviewing online forums, I have yet to find any positive feedback, or solutions as to how to get the service to work. After having spoken to their customer service department, the representative has refused to refund me my money, and has refused to transfer my International roaming balance into 'store credit'. Mintsim is selling a service, in which they are incapable of providing, and instead of having customers utilize a service, Mintsim holds onto this money, and the client is both incapable of withdrawing this money, and incapable of utilizing the service in which this money is intended for. When reviewing complaints on online forums, I believe, I am not the only one affected. I believe this situation, may even hold bearing for a class action lawsuit. Edit: eventually I was able to get store credit, but customer service on the phone is horrible. absolutely horrible and almost useless.

• 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.

  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!

  Business Response

  Date: 01/17/2023

  Hello,
  

  In regards to this concern, the customer will need to reach out to ***** to file a claim in this matter. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 01/17/2023

   

  I did file a claim with Fed Ex and they told me that the shipper (Mint Mobi;le) has to file the claim.  I have been telling this since November.

   

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

  
  

• Initial Complaint

  Date:01/15/2023

  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.

  Last June I purchased an unlimited plan which I pre-paid for. Within less than a week I decided I didnt need unlimited and I changed to a half-price plan. Since I had pre-paid for it they told me that I would receive my money back. I spoke to over seven agents who guaranteed me a refund. I never received a refund and I am still fighting with them to this day. Their service was terrible and I just moved to another carrier. They still have not given me any of my money back. I am owed about $180. Let alone the money that I pre-paid for service for February, March, April, May, and June. I just want the money that Im owed and that I was told I would get. Which would be the 180 plus the money for the service that I pre-paid for February, March, April, May, and June. That would be $15 a month play

  Business Response

  Date: 01/20/2023

  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:01/15/2023

  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 got Mint Mobile service along with a device. I had go out of town for 10 days in 2 days. The Service at my place is very bad and hence I have to depend on WiFi calling. The WiFi calling is very unstable on Mint Mobile and is causing problems for my work as well as personal use. After I came back which was approximately 13 days after purchase, I reached out to Mint Mobile and they denied me the service refund as its paid for 12 months and I dont want to be frustrated for 12 months and have issues every day. The 7 day refund policy is very unfair and I need my service to be refunded as this is extremely unfair to customers to be stuck with bad service and the company refusing to help. I am expecting a refund of $120 as I am not willing to use the service that does not work for me.

  Business Response

  Date: 01/20/2023

  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: 01/24/2023

  HI,

   

  The business has not reached out to me in this regards and hence i cannot accept the response as of now.

   

  Thanks

  Business Response

  Date: 01/31/2023

  Hello,

   

  in regards to this concern, a refund for the plan was provided on 1/27/2023, the customer should receive the refund within 7 business days from that date. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 02/02/2023

  
  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,
  
  Mo K