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:01/03/2023

  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 friend recommended Mint Mobile cause single mother and health care aide I'm always looking for a deal.I called them up and paid 3 month's in advance BEFORE THANKSGIVING been trying ever since to get my money back they reassured me everything would be fine asked if I WOULD GIVE THEM SECOND CHANCE CAUSE FIRST sIM CARD DIDN'T work on 10/27/22 @8:53:03 PM they sent me a second SIM CARD TRIED 4 DIFFERENT PHONES CALLING IN EVERY OTHER DAY UNTIL I ABOUT HAD BREAKDOWN THEY GAVE ME THREE DIFFERENT PHONE NUMBERS TOLD ME TO RESET MY PHONE LOST ALL PICTURES DAUGHTERS GRADUATION,GRANDKIDSAND ETC. NOW THEIR SAYING IT'S BEEN TO LONG THEY GAVE 4 DIFFERENT TICKET NUMBERS WHEN I COULD CALL AND CHECK ON MY STATUS THEY SAID GOT KICKED OUT OF SYSTEM COULDN'T SPELL EMAIL RIGHT SAID THEY CALL BACK NEVER DID AND LEFT ME WITHOUT A PHONE FOR A VERY LONG TIME I'M ENTITLED TO A REFUND EVERY TIME I WOULD ASK FOR A MANAGER NEVER GOT TO SPEAK TO ONE THEY SAY WE HAVE TO GO BACK INTO THE OFFICE AND YES THEY'LL PROCESS YOUR REFUND LIES AFTER LIES YES i HAVE THEIR SIM CARDS THEY CAN HAVE THEM BACK THEIR DOING NOTHING FOR ME BESIDES UPSETTING ME

  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 
  

  
  

• Initial Complaint

  Date:01/03/2023

  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 ordered a ******** phone and 2 starter kits on 11.26.22. I immediately contacted to cancel and they "escalated" it to the upper team. On the 28th the money was taken from my account by Affirm.com because I was using that to pay. I contacted Mint Mobile and they apologized and again escalated it. I was never sent the phone or kits, never received any emails about the order except from Affirm.com. I have no proof because the account I opened online to chat with them (so it would be in writting) is no longer an account. It says no account exists when I try to reset password. Can they do that? Delete my account in the middle of a dispute? Anyway, I contacted my bank to dispute, but it's disputed with Affirm, nor Mint Mobile, because they loaned the money and Mint Mobile is not relaying to them that there is no order. So now they want more money, and this isn't their fault. I never got any email confirmation from Mint Mobile and I can't get my chat history for you because they deleted my account. SEEMS LIKE FRAUD.

  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 
  

  
  

  Customer Answer

  Date: 01/10/2023

  they don't follow through. They have not contacted. I highly doubt they will. I want refund. They STOLE my money. I have no phone and no service from them and they have all the money affirm.com sent them. Affirm is asking me for more money. No. I don't accept until they actually contact me.

  Business Response

  Date: 01/17/2023

  Hello,

   

  In regards to this concern, we have reviewed this concern and have received confirmation that Affirm has been refunded. If Affirm is still charging the customer we recommend that the customer reach out directly to Affirm. 

   

  Thank you, 

  Mint Mobile 

  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:01/03/2023

  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.

  The date of the transaction was 12/16/2022. The amount was $390.22 The above amount was to prepay to Mint Mobile for 12 months of cellphone service in advance. When my plan renewed on 12/24/2022, it was for 6 months of service for $210 and the remaining was being held by Mint Mobile as future down payment for 6 month renewal after my current subscription were to end (This was not the agreement made when funds were added to the account). Most likely on 6/24/2023. I received an email on 12/24/2022 from Mint Mobile stating this information. There is no customer service phone number only chat. I chatted with a representative on 12/24/2022 and was told a refund of $150 would be released immediately. It didn't happen. I have tried chatting several times between 12/24/22 and 1/03/2023 and every time I was promised a refund was coming. Finally, on 1/03/2023 I threatened to file a complaint with the ** of ******** and the BBB and was able to chat with a supervisor at Mint Mobile. It was then I was told partial refunds were not an option due to company policy, but Mint Mobile would apply it to my next renewal. I told them I was not interested in renewing my service. It was at that time I requested a refund of the entire amount and a cancellation of service. Later that same day, 1/03/23, I contacted my bank which the original transaction was made and filed a dispute.

  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 
  

  
  

  Customer Answer

  Date: 01/10/2023

  
  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 receive a full refund of $390 on January 10, 2023. Thank you BBB!
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:01/03/2023

  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.

  bought phone from Mint Mobile Nov182022. received phone 27Novevening. Days later mom mentioned that new phone ** Aristo 4+ was draining fast. Mom charged phone 2-3 times a day. Decided to request refund since it was 5 days since I received phone thinking I meet the 7 day return policy for prepaid label because battery was defective. Requested refund on 01Dec. Received a label, but not prepaid label. Called on the 2Dec and lady said she would waive it and I should receive email with prepaid label. Days go by and never got the email/prepaid label, and I called and again they told me the same thing, email will be in inbox or that it was already sent. I kept calling over and over, almost every single mint tech told me the same "it will be in my inbox, or it's already sent". after 3 weeks and no prepaid label I decided to speak to a manager. I spoke to a man called "*****" he asks me why I was returning phone I told him battery was defective (made detail description of why on their website) and he said those phones only last 5-8hrs charge because of specs. I than said where does say that on the website and he didn't say anything and changed the subject. I told ************ was a computer tech in US army and phones aren't supposed to last only 5-8hrs, charging phone 2-3 times a day not normal. ***** said he was going to personally fix issue, it would be fixed in 2-3hrs. He would call back, which he didn't. 30Dec went to tmobile store to get phone checked, tmobile said those phones were discontinued, mostly likely got a refurbished phone. I thought it was new. I called mint same day, spoke to a lady, she hung up on me. I called back again, and a lady answered and transferred me to manager "Will". **** told me that mint make customers pay for shipping, which was never told to me the first day i called or any other call after. just dragged for month. I said mint should pay now since it's clear techs don't know mint policy, he said no we can't do that. crt52083, crt53150.

  Business Response

  Date: 01/06/2023

  Hello,
  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter.
  Thank you, 
  Mint Mobile
  
  

  Customer Answer

  Date: 01/07/2023

  
  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:01/03/2023

  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 wanted to transfer or port in my existing phone number from consumer cellular to mint mobile. so I bought a SIM card at target and downloaded the app and followed the steps to complete the port out. On mint they show that the transfer pin from Consumer Cellular was the last 4 of my social. Unfortunately this is incorrect. You have to call CC and get a 6 digit port request pin. so because I was unaware of that the port out request was denied. I then contacted CC to get a correct pin which they were able to provide and then I tried the port out again, this time was also denied. Then I contacted Mint. mobile and they informed me that the number was ineligible to transfer. I thought that was strange so I contacted CC again, they told me. that they see the port out request from mint mobile and that it was denied for an incorrect pin and that all that needs to be done is put in the correct pin and they would accept the port out. When I tried calling mint to do this, they informed me they don't see an existing port request with my number I was trying to transfer, then they tried to make a new port request again and it showed them the number was ineligible again. I told them the reason why and what CC had said to me and still nothing. It's been close to 2 weeks now and I've called every single day multiple times a day and nobody can seem to help me. Their customer service is just horrible, I literally have not spoken to a single customer service representative who could speak basic English properly. I've asked to speak to a supervisor or to be escalated to a higher department that might be able to help me find a solution, or something but they tell me no that there is none. Ive had mint mobile and CC on a 3 way call multiple times with each other and still mint can't seem to fix this. CC cant cancel it or do anything on their end because it was a port out requested by mint mobile to CC, so mint has to be the one to cancel it.

  Business Response

  Date: 01/06/2023

  Hello,
  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter.
  Thank you, 
  Mint Mobile
  
  

  Customer Answer

  Date: 01/07/2023

  No one from mint mobile ever contacted me to resolve this matter 

  Business Response

  Date: 01/10/2023

  Hello,

   

  In regards to this concern, we have attempted to contact the customer with no reply, if the customer could provide us with a better contact number, we will reach out and resolve this matter ASAP. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:01/02/2023

  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.

  Lying about coverage map. I do not have coverage at the specified address and the mintmobile coverage map says I should.

  Business Response

  Date: 01/06/2023

  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:01/02/2023

  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.

  Hello sirs.I 've ordered a phone (combo with a line) from Mint Mobile on 12-01-2022 (Ordem #MT2383630) . After the package was delivered I realized that the phone was defective. Even went to a ****** Pixel phone authorized repair center to certify that the phone is defective. And they advised me to return the phone.Since I really liked the phone and the deal, I purchased a second package deal and Contacted Mint requesting return and refund of the 1st defective purchase. They assured me that the purchase will be fully refunded.The phone was delivered to Mint on 12-19-22 ****** tracking number - ************ - proof attached bellow).However, until now I have not been refunded. I have already contacted Mint 3 times before with the promise that I should soon be refunded (time limit is 10 days from receiving the item).However, to my surprise, after contacting them (agent ************) again today (01-02-22) explaining my case. I was told quoting them -"...Thank you so much for waiting ************* seem to be that the Warehouse have not registered that the phone was delivered yet, Normally they take within 2-3 weeks on revision keeping in mind the business hours....." So, my concern is... when will the warehouse register the receiving? When will they register? What if they don't register... ?? Am I supposed to wait undefinedly until when??After insisting in talking to a supervisor, *******, escalated the case and created a ticket ID *********,. But I am not sure what does that mean.I really need this matter to the resolved and refunded.. I can't afford waiting undefinedly Wellington Pan *********************** *********** *********** (Mint number)

  Business Response

  Date: 01/06/2023

  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:01/02/2023

  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 signed up for Mint wireless during the black Friday sales. Before signing up, I chatted with tech support to make sure that the phone I purchased would function with an Esim or Psim. The representative stated ****. I went ahead and purchased service with the ****** Pixel 7 Pro with 1 year of service for $679, with taxes the total $742.87. I've tried to activate my service with tech support and unable to do so with an ****. Customer support stated that a Psim would be sent, but I've not received it since Dec 16th and apparently my service is already running, yet I'm unable to use the service. My order number is MT2366301.

  Business Response

  Date: 01/06/2023

  Hello,
  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter.
  Thank you, 
  Mint Mobile 
  
  

  Customer Answer

  Date: 01/07/2023

  Hi ******,

   

  I was successfully able to activate my Mint Mobile service as of January 07, 2023 at approximately 1pm.  Will my service start date date be changed from 12/16/2022 to 01/07/2023 with new renewal date on 01/07/2024?.  If the service start will be changed, this inquiry can be closed and resolved.

   

  Thank you,

  *******

  Business Response

  Date: 01/10/2023

  Hello,

   

  In regards to this concern, we are unable to extend the customer's start date, so we have provided the customer with a credit on their account they can use towards their next recharge. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:01/01/2023

  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 paid for 6 months data phone plan upfront but in less than a month I lost my iPhone 14 Pro **** I called Mint Mobile for a replacement sim card which never arrived. They sent me the ***** Tracking number which I used to track and noticed the sim card was held up in their ********* office falsely claiming I changed my address which was FALSE. I spoke to ***** who promised to deliver but DID NOT deliver the sim card. I put a call through to Mint Mobile again and they claimed they spoke to ***** and that they will deliver but that didn't happen. Just to point out that I used the same address that I received the original sim card, so there was no case of changing address here.After almost 2 months and being frustrated with back-and-forth calls to Mint Mobile and ***** I decided to move on to another provider. I called to get my pin and account number and asked that I be refunded the 5+ months of data plan I did not use but they are saying refunds are not possible. This is shocking because we are talking about future months of services I never got to use. I need my money back.

  Business Response

  Date: 01/06/2023

  Hello,
  In regard to this concern, refund request has been submitted. Please allow up to **** business days to process and the funds to be credited back to the customers account. 
  Thank you, 
  Mint Mobile 
  
  

• Initial Complaint

  Date:01/01/2023

  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.

  the company is not providing refund for the unused 11 months of service citing a company policy.I paid for 12 months and found out after one month that the service is spotty..but they dont provide any refund.

  Business Response

  Date: 01/05/2023

  Hello,
  In regard to this concern, a full 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