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:01/14/2023

  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.

  Mint would not refund the unused months when I cancelled my wireless plan. I have 228 days remaining on my prepaid plan. Here's what the rep told me:"Thank you very much for waiting ******, upon checking here, it seems that your request is out of refund policy since you renew your plan at 08/29/2022 and not qualify for the 7 days guarantee, I'm really sorry for this inconvenience." This is unacceptable.

  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:01/14/2023

  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.

  Poor customer service, long wait time, some actions are overdone repetition non stop harassment

  Business Response

  Date: 01/16/2023

  Hello,

   

  In regards to this concern, we have removed the customer from our contact list, please allow up to 72 hours for this to take effect. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:01/13/2023

  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 signed up for MINT mobile service. They immediately took out $105.93 for 3 months of service. After the service was activated I experienced nothing but problems with my phone. I canceled the 7 day free trial on the 7th day. Since then I've requested a refund several times and each time I've been told to contact my bank. To-date I still haven't received a refund and always get the same response when I call.

  Business Response

  Date: 01/16/2023

  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
  

  
  

  Customer Answer

  Date: 01/16/2023

  I did cancel and request a refund within the 7 day free trial. I did it verbally and in writing on their website via chat. I've been trying on my own to get a refund  since November, that's why you weren't notified immediately. Each time I contacted MINT, once verbally and three times via chat, they told me to contact my bank that told me that MINT took the money so MINT needs to do the refund. MINT is lieing if they said I didn't contact them within the 7 day.

  If you review complaints against them you would see they have a history of not  refunding unsatisfied customers.

   

  Application ID is ************.

  Business Response

  Date: 01/23/2023

  Hello,

   

  In regards to this concern, we have attempted to refund the customer however the bank has declined their refund. We recommend that the customer reach out to their bank to resolve this matter. 

   

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 01/25/2023

  The bank would not and has no reason to refuse a refund. Yet another lie on the part of MINT MOBILE. This is also their second excuse using the bank as to why they won't refund my money. They took out payment for three months of service and I never was able to use them and did cancel on the 7th day of the free trial. 

  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:01/13/2023

  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.

  Ive been with Mint for two years. I pay my yearly bill in April, once a year. I have never had an issue with them except to add international/ roaming money. On Tuesday, January 10th I got a text from mint saying I paid my my account early but that they would hold the money as a credit until April, which is when my bill is due. Then immediately after I received 4 other text messages saying my payment was unsuccessful. I was deducted over $390 from my account. I never authorized the charge so I called and spoke with several associates. They said the refund was requested. Today, Friday 13th I check my account, my money has not been refunded, and to add to that, my bills were taken out which left my account negative and with added fees from my bank. I call Mint Mobile and I asked for a status and they said the refund needs to be approved. Once approved it will take **** business day to get my refund. They said theres nothing they can do. The money was debited, without warning, without authorization and I have to wait on them to return it at their own time. Im a Stay At Home Mother. I switched to mint because it was better for me financially. How is this legal, how is this acceptable?

  Business Response

  Date: 01/16/2023

  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: 01/16/2023

  this is what was done last week. Basically, you did nothing but reverse the charge. I still have to wait for MY money and I now have to find a way to cover up the difference in fees I was charge for not having that money in my account? Because of your mistake, I cant pay bills and have to pay extra in fees?! 

  Business Response

  Date: 01/23/2023

  Hello,

   

  In regards to this concern, we recommend that the customer reach out to their bank to resolve this matter. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:01/13/2023

  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.

  Failed Promises Since Day 1 when I started the service with Mint since 12/28 ish on december I never had signal so I was left alone for 3 days without phone network. My phone is ******* Galaxy Flip 3 5g. Per Mint, it should work, I have full coverage I live 5 miles way from *** my neighbors and friends use Mint in this location. I referred to ******************************************************************. Yet it didn't work, they said it is not esim not compatible, so will send physical sim (I called 4-5 times to get down to this)I got physical sim card, now the phone signal drops to 0 signal every 1-2 minute and makes sound that I got voicemail because it s keep picking signal from the tower which is annoying and alarming sound every 2 minutes. I called more than 10 times, I was promised to get this resolved : never happned. they lied some one will call me like 5 times, never. They lied that my phone is incompatible, when their website said it is compatible, ******************************************************* Galaxy Z Flip3 5g Compatible and coverage should be fine.Ticket number is crt-*****. I want refund. I did every way possible spent 5+ Hours trying to technically fix it myself or with the agent. Stop repeating the word "tell me your IMEI" or "Turn off your phone again" I did it, I am techinically savvy than CS, I checked APN settings and all that . Please refund so I can move on, port out my number and get out from this horrible service and CS service that virtually, never comes back to you. Losing signal every 2 minute is harsh.. I am keep getting disconnected, people think I hang up on them.

  Business Response

  Date: 01/16/2023

  Hello,

   

  In regards to this concern, we have reviewed the customer account and past tickets and find that the customer's device is currently locked to their former provider. Therefore services will not work on the device until unlocked. We recommend to the customer to reach out to their former provider to get the device unlocked. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 01/16/2023

  And now you are making lies. Esim didn't work so I was sent physical simcard . Problem worsens. But when I use others sim card why does it work well? I got already confirmed mine is unlocked and previous carrier confirmed this. Then why would you blame on me it's because of my phone being locked? It says "unlocked" in the settings. Stop the lies it not about the money at this point I can't use this phone now. Waste of time , false promises, lies, irresponsible foe their fault they can't own up to. Amazing business.

   

   

  I was advised on 23rd that It was locked. Followed by that I got it unlocked immediately from Boost. Other simcard in my galaxy flip doesn't get disconnected like mint simcard . Stop lying.

  Business Response

  Date: 01/23/2023

  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:01/13/2023

  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.

  Received 2 cell phones and sim cards for service that I purchased online from Mint Mobile on Dec 27, 2022. Paid $327. Phones were locked and could not get technician service from service provider at Mint Mobile to unlock them. Their return policy states that I can return the phones for any reason within 7 days. Contacted them for return on Jan 2nd, 2023 after numerous attempts to activate service . They denied return at first, then okayed it and now I have been in constant contact through email and text msg and still have not received shipping labels from them. They won't refund my $$ until they receive the phones.

  Business Response

  Date: 01/16/2023

  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: 01/18/2023

  
  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:01/13/2023

  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.

  Date Created: (see attachment) - The amount charged to credit card is $430.81.******* contacted them repeatedly that the phone would not work; they told him to shut it off for 3 hours, turn the phone back on, it would be unlocked, and it would work. The phone has never worked. Every time ******* tried to contact Mint Mobile he would eventually be put on hold and then disconnected. He has spoken to a person named *******, **** and ***. ******* also sent e-mails and Mint mobile replies back that it is outside their return policy. ******* had tried within the original timeframe but as mentioned previously he was always disconnected (from their end, not ours). We have tried repeatedly to get an address to send the phone back (it is locked) and they refuse to give a return address. We were going to send it back via Fed Ex (which originally was told it would be coming by **** that had a return address but was told they would probably say it was lost in transit and would still charge him for the phone. ******* has contacted the credit card company.The order number is MT2390770. This business has the worst customer service we have ever experienced!

  Business Response

  Date: 01/16/2023

  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:01/13/2023

  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.

  Hi, I used to be a MintMobile customer until I willingly terminated the relationship. We parted ways. Now, in January when I decided to come back to take advantage of a very good sale, my every credit card and Affirm get declined. Your system says that my card the charge as fraud and turn it down but in fact every single credit card I have told me that the problem is with mint mobile. My cards are not declining you. It's you who are declining me. What happened? Did you ban or blacklist me? Because I want to be in on that sale you got going on and you are not leaving me a single way out to pay for it. I realize the sale may be over by the time you figure out what's wrong, but I'm sure you will be able to put together the bundle manually for the trouble.

  Business Response

  Date: 01/16/2023

  Hello,

   

  In regards to this concern, we have reviewed this matter, the customer is free to place their order again. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:01/11/2023

  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 ordered a mint mobile plan on 12/19/2022. The plan details can be found in the attached email confirmation. The plan was purchased under a buy 3 months/get 3 months promotion.Since ordering, I have not received a working *** card that has allowed me to activate my plan. See attached scan of the *** card I received, and the attached screenshots showing the error message I received when trying to activate it.I requested a refund on 1/3/2023 after numerous attempts to resolve the situation with customer service. I was denied a refund by an **************** on 1/4/23. He said my refund was denied because 45 days had passed since I ordered the ***. I explained this was physically impossible as I had placed my order on 12/19/2022 and requested my case be escalated. I was ignored.On 1/11/2023 I received a *** card sent to my exact correct address under the wrong name (*************************** is not my name)--see attached packing slip that was contained in the expedited ***** envelope I received on the same day.After an hour on the phone on 1/11/23, during which Mint Mobile was again made aware of the situation and asked either to refund my purchase or to send me a working *** card, I was retaliated against and hung up on shortly after being transferred to a manager. Mint Mobile's agents implied during this call and a chat on the same day that I was engaged in fraud and refused to issue a refund or send me a *** card so I could use the plan.In a chat that followed, reference numberRO2CXC3EQP, aPrincess C. Implied the same, and refused to furnish any details regarding the account I paid for. OncePrincess C. was made aware that I rated her response as poor using the chat app's feedback system, she acknowledged this fact, then retaliated by refusing to provide an address for the service of legal process, refused to escalate the matter and ended the chat without my consent.Mint Mobile, refund my purchase or send me a *** card that works. Now.

  Business Response

  Date: 01/16/2023

  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 
  

  
  

• Initial Complaint

  Date:01/11/2023

  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 purchased a phone plan from Mint Mobile on January 4th for the amount of $104.79. This was for a three-month plan with an additional three months for free. After several days of using the service, I discovered that they do not allow texting in group chats of more than 8 people. As a full-time student who uses group chats for all of my classes, this was not going to work for me. I decided to cancel my plan and was told that I would get a refund if I did. I switched to a T-Mobile prepaid plan on January 11th and once I switched the Mint plan was automatically canceled. When I contacted Mint to ask about my refund I was told that because my phone number was already ported out that they could not issue my refund. This makes no sense as in order to receive a refund you have to cancel the service but then once the service is canceled they say they cannot issue a refund. I am extremely disappointed and dissatisfied with the customer service at Mint and I would like this resolved as soon as possible. I have already contacted my bank who has opened an investigation.

  Business Response

  Date: 01/16/2023

  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
  

  
  

  Customer Answer

  Date: 01/16/2023

  Hello,

  Actually my request was not beyond the 7 day window. I canceled the morning of the seventh day when I had bought the subscription in the evening 7 days before. I was not outside the 7 day window and therefore am still owed a refund. I would like to remind you that I have already filed a claim with my financial institution about this. 

  Business Response

  Date: 01/23/2023

  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.
  
  Regards,
  
  *********************