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:01/08/2023

  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.

  I have been locked out of my mint mobile account for weeks now due to the 2FA feature. The security is acceptable, except that I and Mint Mobile customer service representatives cannot access my account. Therefore, what good is customer service, if they cannot assist customers with getting back into their accounts?Secondly, Mint Mobile does not have their company set up with the two authentication apps representatives always suggest to download, which are Twilio and ****** authenticator. ****** Authenticator asks for the company name, easy, Mint Mobile. However, when it comes to inputting a security key, this is where everything stops. Mint Mobile needs to provide their customer reps with a way to be able to remove the 2A from a customer account, by allowing customers to answer security questions. All I want is my account number and pin number to move on from **********************. It's been a total nightmare.

  Business Response

  Date: 01/10/2023

  Hello,
  

  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, for security we will need to confirm a few things with the customer before releasing this information. 
  

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:01/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 3 month phone plan with mint mobile but they failed to provide service I have been going back and forth with them about the situation since 12/21/22 we attempted to fix the issue it didn't work so I decided I wanted a full refund wich I am fully aware that I would be able to get it within 7 days of purchase well I have been trying effortlessly for weeks to get said refund and nothing. They keep creating tickets for the issue and for my refund yet I have not received my money and never received the service I paid for. Now I am not rich I work hard for my money I am a single mother of 2 I am struggling as is to survive with everything going up in price I thought the plan was affordable and that's why I bought it not to mention there self promotion seemed great, I need to have a reliable phone service since I have a child that battles severe mental health issues my mother has dementia I am her POA so I have to make decisions for her my brother who lives with her is disabled I have to have a reliable phone. I explained this to them told them that's one of my main reasons to request a refund so that I can go to a company that can service me better and as I said they have given me the run around I do not have money to be loosing I paid $84.15 all I want is my money back please please help with this matter. I can provide the ticket numbers given if you would to need them. Thank you

  Business Response

  Date: 01/10/2023

  Hello,

   

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

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:01/07/2023

  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.

  Mint Mobile advertises referral credits, $45 for you and who you refer to use the service. This has been going on for five months now, I have not received credit after numerous phone calls and chats. They just say 2 to 3 days and you will be credited, but it never shows up.

  Business Response

  Date: 01/10/2023

  Hello,

   

  In regards to this concern, we have reviewed the customer's account and have provided the customer with their referral credit. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:01/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I authorized the amount of $45 on my card. They took $145.63 I spoke to my bank and could not decline the transaction Called mint mine to void the transaction and got nothing but run around about voiding the transaction. They have the payment but will not give it back will take 4 to six weeks

  Business Response

  Date: 01/10/2023

  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:01/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother recently passed away at the age of 73. She was lured by your advertisements if a lower cell phone plan geared towards seniors. What you dont disclose is that you sell that phone number to everyone under sun. Especially companies who pray on elders. They sent constant text messages trying to spam and spoof them. It was absolutely disgusting reading through her messages. Virtually none from people she knew but instead constant warnings from random numbers trying to get her to click on links that no doubt contain spy and spam wear. Or better just a jerk trying to rip her off. This is ridiculous to even be allowed. I can assure you that this isnt the only complaint and I am hoping for the largest class action lawsuit to shut this company down. It is absolutely disgusting what they do. I would be ashamed to be associated with this company. They purposely target elderly people with spy and spam texts just hoping they click on the link they send so they can convince them to pay something they shouldnt. I have never filed a complaint about a business before and this is absolutely disgusting.

  Business Response

  Date: 01/10/2023

  Hello,
  
  In regards to this concern, we take the security of our customers very seriously a team member will reach out to the customer ASAP to resolve this matter. 
  
  Thank you, 
  Mint Mobile 
  
  

  Customer Answer

  Date: 01/11/2023

  Your response is simply a blanket statement. The proof is on her phone which she stopped trying use due to so much scam texts. 
  

  also she passed away recently and it might be hard for your team member to reach her. You clearly dont take this seriously.

  Business Response

  Date: 01/17/2023

  Hello,

   

  In regards to this concern, we are currently working to contact the customer with information provided to the ******************** to resolve this matter. 

   

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 01/18/2023

  I will see see if there is any actual attempt to contact me. I have made it clear trying to contact the the customer isnt possible since she has passed away. Im not an unreasonable person but every time I look at her phone it is ridiculous. Every single message is spam, is it possible they re used a previous number and that person had linked the number to various websites, etc. I would say this is possible, but if this is the case, then the carrier should prevent this practice. Instead they sold a product she could use without someone trying to trick her.

  Regards,

  JT

  Business Response

  Date: 02/06/2023

  Hello,

   

  In regards to this concern, we are able to confirm that these sales calls are not coming from us, we recommend that the customer register their number to block spam callers. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:01/06/2023

  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 had your services for all of SIX DAYS and it was hell!!! All of your reps give different information and dont know how to assist. My first line ending in **** was not activated correctly the data didnt work calls worked when it wanted so I switched that out. I decided to keep the **** line because that one seemed to work fine I TOLD YOUR REP I ONLY NEEDED TO BE CANCEL ONE LINE THEY CANCELLED BOTH. When I called the rep refused to give me a supervisor THEN PUT ME ON HOLD WHILE I was talking and transferred me somewhere random and I had to call back. You all need to coach and train these reps! **** has been the worst experience and it was only for SIX DAYS

  Business Response

  Date: 01/10/2023

  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:01/05/2023

  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 have received at least 10 spam emails from "Mint Mobile" (this may or may not be a third-party spammer) over the past week. I try to unsubscribe but to not avail. The emails keep coming. There is a address (may or may not be real): ****************************************************************************************.

  Business Response

  Date: 01/10/2023

  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:01/05/2023

  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 wireless service from Mint Mobile for my Pinephone. The Pinephone is a mobile phone made by ********** and sold by **********. The *** card i received from Mint Mobile does not work with this phone, despite Mint Mobile's claim. I was never able to use Mint Mobile's wireless service at all (ie, no phone calls, text messaging or mobile data). I called Mint Mobile and requested a refund, but my purchase was never refunded. As of the date of this writing (December 25, 2022) the 3 month service plan that i purchased has not yet expired, but i am unable to use that service.Details:--I paid Mint Mobile $83.83 on September 30, 2022 for this service (online order# MT2182984)--The Quectel modem of my Pinephone was recognized and approved by Mint Mobile (see screenshot attachment). Mint mobile claims that their service works with all mobile phones. My Pinephone is a Linux phone (not an Android or Apple phone).--Note that my Pinephone is neither an Android nor an Apple mobile device.--Mint Mobile agreed to refund my purchase, but then repeatedly asked me if i had since purchased service from another provider. Mint mobile claims that they are not refunding my purchase because the time to do so has expired. But the service plan that i purchased has not yet expired, so i am still paying for service that i cant use.--Mint Mobile falsely advertised that their service would work with my phone. Then they committed to providing that service which i never received.--On a related note, why are there 3 BBB listings for this company? One listing indicates an F rating by BBB and has a huge number of complaints. Another listing indicates an A- rating by BBB. Is there more than one business named Mint Mobile at the same address and with separate employees? Or is this a ploy by this disreputable company to shed their poor image?

  Business Response

  Date: 01/10/2023

  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: 01/12/2023

  
  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:01/05/2023

  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 purchased a year for $390.43 on 06/16/2022 and i ended up moving from ******** to Nebraska at the end of November only to discover i had zero cell phone coverage and Mint Mobile refused to refund me my remains $180.00 because their excuse was that they only have 7 days to issue refunds after your service begins with them.

  Business Response

  Date: 01/10/2023

  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: 01/10/2023

  Mint Mobile should refund me my $180.00 due to the fact that I can no longer use their service due to poor service on their part. They are stealing my money and using a stupid excuse as a scam to not refund me! If they cant supply a service then they should not be in business. Their only policy is outright thievery of their customers money. I will be filing complaints with my states attorney general as well with the *** and the consumer protection agency about the deceptive practices of Mint Mobile. No where did I receive anything about only 7 days for a refund and If I had known that they would not refund me for unused service I wouldve never purchased more than a month at a time!

  Business Response

  Date: 01/16/2023

  Hello,

   

  In regards to this concern, we understand the customer's frustration, however the customer is outside of the refund policy, therefore their refund request is denied. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:01/04/2023

  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.

  Purchased a new phone and the pay 6 months and get 6 months free plan, for our daughter 1st phone for Christmas. Was told we cant use the plan as that deal is only for transfers from other phone carriers, told by rep via on line chat to buy other plan and we would be refunded our original plan purchase. Even thought nothing at purchase indicates only for transfers from other cell carrier, including the agreement terms and conditions.. illegal bait and switch move! Anyway, we didnt find this out within the 7 day return period, because it was a Christmas gift!!!! We were then denied our refund, not just once, but all 4 times we explained the situation all based on the 7 day refund policy. Can only get a customer service rep through online chat, no option to talk to a real person. Awful experience and disgraceful customer service for a company, not to mention illegal bait and switch practices. Should report this to local AG office, if happened to me must be others out there.

  Business Response

  Date: 01/10/2023

  Hello,

   

  In regards to this concern, we have added the additional 6 months onto the customer's account per their request. 

   

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 01/13/2023

  No such credit is showing on the account for the original $90 we spent on the promotion of buy 6 month receive 6 months free), the account only has 6 months service listed which is the second plan we had to purchase Christmas Day for the phone to work. We purchased this second plan ($45 -buy 3 months receive 3 months free) based on the specific guidance offered by their chat support staff member ************** who advised there would be a refund on the original plan. they would not honor the 1st plan we purchased, again because they would only allow that plan with a number transfer, that is not actually in the terms and agreements.  Why lie that you added a this to the account on BBB?  It is beyond awful customer support, Mint will not actually use the product they sell and have a person talk to us, they hide behind chat bots and most likely off **************.   This literally should take 5 minutes to clear up, but has been countless hours.   On seeing this message, I expect Mint to actually credited the account with the both plans we purchased.

  Business Response

  Date: 01/17/2023

  Hello,

   

  In regards to this concern, the credited were provided on 1/10/2022 in the form of 2, $60 credits. 

   

  Thank you, 

  Mint Mobile