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:01/11/2023

  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.

  Hello, Mint Mobile my phone provider had a data breach on 12/26/22 and personal information information of many of its users stolen. Subsequently, many of the victims had there Coinbase accounts drained of there bitcoin just moments after the hack at 12/26/22 at **** EST. I personally lost $3,700 due to ****s negligence in keeping my email and passwords safe from a network attack. ****s response has been to deny deny deny even though hundreds of users are complaining of the exact same thing. I've spoken to countless agents who seemed to know of the breach but denied any responsibility. Eventually I spoke with one one manager who admitted to the breach stating my information is still not safe and my case is in pending "critical status" in the back ****** of ***** She also said my credit card on file WILL be credited back the lost funds within seven days, WHICH IS ALL RECORDED. When I called back to get a confirmation email I was told that supervisor lied to me and has been reprimanded. That supervisor named "CIT"? was the only person who has told the truth and should not be fired for ********* SHOULD UPHOLD THIS AGENT'S TURTHS AND PAY ME BACK MY LOST MONEY!!! This is a giant amount of money for me, we don't have Mint Mobile because we're rich and we're being exploited for it. If this happened to wealthy people that had the means *** they would have notified and refunded its users immediately. Unfortunately $3,700 is 13% of my net worth and I'm going to *** **** for 13% of there net worth if they don't refund my lost money. **** hasn't even had the courtesy to send me one email or one phone call regarding this situation, they are clearly uninterested and have zero empathy. With a ton of luck and a good lawyer maybe 13% of ****'s net worth will make them rethink how they do business. BBB PLEASE REFFER TO MY TICKET# CRT-57441...THIS WILL SUPPOSEDLY HAVE ALL MY CORRESPONDENCE, INCLUDING THE ADMITTED DATA BREACH AND ACCEPTED FULL REFUND IN 7 DAYS.PLEASE PLEASE. HELP!

  Business Response

  Date: 01/16/2023

  Hello,

   

  In regards to this concern, the customer will need to return to their bank or crypto currency provider to resolve this matter. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 01/16/2023

  That is not even a response!!! Thats all you have to respond after YOUR network got hacked and I lost over $3,700?!?! Thousands of people are complaining about the exact same hack on the exact same day(12/26/22) !!!! If the BBB does nothing about this your credibility is zero! PLEASE DO THE RIGHT THING AND MAKE MINT ACCOUNTABLE FOR THE LACK OF NETWORK SECURITY!!! Its not our fault Mint does not protect its customers! IF WE KNEW WE WOULD NOT BE COSTUMERS!!! 

  HELP HELP HELP!!!!

  Business Response

  Date: 01/23/2023

  Hello,
  
  In regards to this concern, we understand the customer's frustration, however, the customer will need to return to their bank or crypto currency provider to resolve this matter. 
  
  Thank you, 
  Mint Mobile 

  Customer Answer

  Date: 01/25/2023

  I absolutely reject that aloof three sentence response! Your network got hacked and thats how the thief stole my money! They used the information they stole from YOU NOT COINBASE to access my account.  YOU ARE RESPONSIBLE AND I WILL NOT JUST GO AWAY! $3,700 is to much money for me to lose! BBB Im begging you to escalate this!

• Initial Complaint

  Date:01/10/2023

  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 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. (After all, Mint should not cancel my account until at least 1/17/2023 since I paid for the plan.) In the afternoon of 1/9/2023, I got an email from Mint saying that the refund is cancelled according to their refund policy. No one reply my email. And I tried to contact Mint by phone but no option for me to talk to a really person representative to discuss about my issue. 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: 01/11/2023

  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: 01/13/2023

  
  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. 
  

  However, I have not seen the credit been refunded to my credit card account yet. Since I no longer have an account with mint, they should refund me through my payment method, which is my credit card.

  please double confirm with them to make sure that they will refund my credit card payment.

  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ************************
  
   

  
  

• Initial Complaint

  Date:01/10/2023

  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 subscribed to their terrible home internet for 3 months. I cancelled my service 30 days ago and have followed up 3 times since and still dont have the refund Im owed. They also charged me $300 for a router that they wont allow me to return.

  Business Response

  Date: 01/11/2023

  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, 
  Ultra Mobile 
  

  
  

• Initial Complaint

  Date:01/10/2023

  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 was promised a refund for a phone plan with mint mobile valued at 180 dollars. They are now saying i cannot recieve it because i did not return the phone as well, after i got an email from mint mobile stating they already processed my refund(for the plan only). It has been over a month now and i am not getting anywhere with this company. Can you help please?

  Business Response

  Date: 01/11/2023

  Hello,
  

  In regard to this concern, we have confirmed that a refund has been issued on 12/22/2022, customer should've already received the funds back to their account. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 01/11/2023

  mint mobile did not do a partial refund, it was never recieved by my bank. There was a mess up with your refund process and now i am getting a run around from multiple managers. Ticket # ******

   

  Business Response

  Date: 01/17/2023

  Hello,

   

  In regards to this concern, partial refund was given on 12/22/2022, if the customer has not received their funds, we recommend the customer reach out to their bank to resolve this concern.

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:01/09/2023

  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.

  This is a complete bait and switch scam. I bought the test SIM card and the service was amazing ! The speed was 10 to 50 MB on fast.com. Literally the second I purchased Mint Mobile for 6 months. The speed dropped all the way down to 800k-1.2mb. Im supposed to have 5 GB of hotspot. I had not used it at all this month . I didnt even get through the intake form to do my taxes , I got a message saying that I used 80%. Literally 3 minutes later the hot spot was completely gone. 1g for 3 mins of doing nothing. Guys beware this is 100% a scam. The type of scam its called is the bait and switch scam.

  Business Response

  Date: 01/11/2023

  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. The customer will need to call into our care team to receive their account number and pin, after verifying their account. 
  

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:01/09/2023

  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.

  Since joining Mint Mobile I am unable to receive ANY SMS messages from ******* wireless customers. I have contacted Mint several times and have been told that it is a PORT ISSUE related to how my number is configured within their system, and has been elevated to Tier 2 tech support, and that they would get back to me. I have never heard back, despite multiple attempts. I would like them to fix this issue, or credit me with the remaining amount on my prepaid contract so I can go find another carrier who will fix this issue.

  Business Response

  Date: 01/11/2023

  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:01/09/2023

  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 placed Order Number MT1491390 which was activated on 1/7/2022 in which I bought 2 iPhone 13 Pro mobile phones and PAID for 12 months of service but was supposed to also receive 12 bonus months of service as a reward for prepaying. That's 24 months of service for each phone. I also recruited some people to Mint and that resulted in two extra 3 month bonus periods, one for each phone. Seems great right? Instead of the 27 months I was SUPPOSED to receive, my phone was cut off and despite multiple calls to a call center in *************** my phones are still inoperative. My only error was buying a plan with Mint because their customer service can't do anything except make promises which are not honored. I was willing to live with spotty service but Mintmobile doesn't even honor the agreement we made.

  Business Response

  Date: 01/11/2023

  Hello,

   

  In regards to this concern, the credited for the additional 12 months has been added to both customer accounts on 1/9/2023. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 01/11/2023

  It took me several days and multiple calls to get them to credit my account for the 12 months agreed to.  Even then, despite having repeatedly advised them that there were TWO numbers they only credited my number.  I then had to call again and send another copy of my agreement to get the credit applied to the second phone.  *****, I had promoted Mint to friends and apparently earned two extensions of 3 more months each for the referrals which would have given us 15 months each but they ignored this completely.  This was ENTIRELY their error and they still haven't given us everything we were supposed to get (3 extra months each) nor have they offered an apology or any sort of compensation for s******* this up.  I truly believe that this is NORMAL for them and most people just pay to renew and get screwed out of the bonus they were promised.  We should get out 3 months extra each AND something more for the chaos they caused us.  Neither of us had a working phone for multiple days and that makes working from home very difficult.

  Business Response

  Date: 01/17/2023

  Hello,

   

  In regards to this concern, we have credited both customer's accounts to be able to recharge for 6 months at their current data size of 10GB a month. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:01/09/2023

  Type:Sales and Advertising 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 switch from another Carrier in July 2022 and everything was OK until I left my house and went a mile from home then my phone became a paperweight. I did the online chat and they switched towers from there it went down the tubes. flush. I chatted again and they did a network update then again with a tower then it was time for renewal I always try to renew the plans out so I wanted Mint to work so in October I renewed for a year I still had issues then in December the chat finally gave up and connected me to a human they did my network and switch towers still issues the phone will cut in-and-out I got to where I couldn't text the breaking point is when service failed me completely and I couldn't text, call, search about a family member that was admitted to ICU. I said enough. I switched carriers, Mint had failed me. It was time to let go. The switch process went smoothly however when I filled out the refund form for the remaining 10 months of unused service Mint deined it. Excuse me? I had nothing but problems and tried to work with you and you can see how many issues I had and yet you still cause me problems by denying my refund of unused service. People save your time and search for another carrier.

  Business Response

  Date: 01/11/2023

  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:01/09/2023

  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 tried two times to buy a pixel 7 pro deal with a one year plan. Both times they said the transaction was under review, and both times "transaction under review" meant that they canceled the order. I really wish they would have just been honest, and saved me from wasting my time. That said, I was trying to have the phone shipped to my friends house, and I think that triggered their cancelation. Then they kept telling me to contact my credit card company, and both times my credit card company said it was fine on their end. One of the most frustrating experiences of my life

  Business Response

  Date: 01/11/2023

  Hello,

   

  In regards to this concern, the customer's orders has been cancelled and refunded, if the customer wishes to re-order, please make sure all order information is correct. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:01/08/2023

  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.

  Purchased a 3 month plan with sim card, right on the sim card is says expires on 10/24. I was informed that it actually expired 45 days after purchase and I must purchase a new plan, as the entire purchase is not valid,no refund. Purchase ID *********

  Business Response

  Date: 01/11/2023

  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: 01/11/2023

  How do they know who to credit back??? 

  Business Response

  Date: 01/17/2023

  Hello,

   

  In regards to this concern, we were able to look up the customer order with some of the information the customer provided to the ********************. There is no further action for us to take in this matter. 

   

  Thank you, 

  Mint Mobile