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:12/31/2022

  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 Mobile is a yearly subscription service. I have had no issue with this service for the last three years until this year when I attempted to change my plan. I accidentally upgraded my plan to unlimited on 12/31, but I meant to downgrade my plan to 10gig per month. I immediately contacted the business, but they have no option to downgrade people's plans at all...only upgrade. This is not user friendly as it leave no recourse for customers who make accidental purchases and is in its essence, shady for the following reasons: 1) Customers are not notified that they will not have the option to downgrade. 2) It is stated as a "yearly contract" but yet customers have the option to upgrade. If it truly was yearly, they would have no option to upgrade. 3) Several of the reviews mention this issue about the business. 4) This business presents itself as customer friendly but they are essentially taking from customers who make mistakes. This is very disappointing for an otherwise budget friendly and user friendly business.

  Business Response

  Date: 01/05/2023

  Hello,

  In regards to this concern, we would like to first thank the customer for being with us for more than 3 years. We will happily refund the upgrade amount and have her keep the current plan active. We have submitted refund request for the amount ($59.44) that was paid for the upgrade. Please allow **** business days to process.

  We do offer customers to downgrade their plan but it can only be done after their current plan duration is over. Customers can choose to upgrade at any time by paying for the difference.

   

  Thank you.

  Mint Mobile

• Initial Complaint

  Date:12/30/2022

  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.

  Contacted Mint Mobile about phone not able to be powered on so they said they will take the return after I contacted BBB about their unfair return practices but now they denied the return for being outside the return window. They sent the phone back but they are the ones who made me send it after the return period.

  Business Response

  Date: 01/04/2023

  Hello,
  In regard to this concern, we will work with the customer to get the return/refund processed.
  Thank you, 
  Mint Mobile 
  
  

• Initial Complaint

  Date:12/28/2022

  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.

  On 09/06/2022, I have purchased the following from MINT MOBILE:-12 month plan (10GB of data per month) for $263.86 ($240.00 + $23.86 tax) for my phone ************. MINT MOBILE order number 33320026.-12 months plan (4GB of data per month) for $201.19 ($180.00 + $21.19 tax) for my phone ************. MINT MOBILE order number 33320043.-Hence, the total charge of $465.05 (i.e. $263.86 + $201.19) on my credit card on 09/06/2022.-This purchase was for 12 months service that should be active from 09/06/2022 through 09/05/2023.On 23 November 2022, around 4 pm US Eastern Time, my MINT MOBILE service suddenly stopped for both of my phone lines. I was no longer able to make phone calls or use the data plan. Upon checking MINT MOBILE online account dashboard, it simply said both of my accounts have 'expired'. I immediately contacted MINT MOBILE's customer service and opened service ticket TECOPSJSD-****** with them. To my surprise, the customer service representative said that a refund was requested on the accounts and thus my service was terminated. However, I never requested a refund, and I never received any refund from MINT MOBILE. Upon questioning the customer service further, I was told that a refund was processed to my original payment method, and there is nothing they can do. They said they do not have visibility to the refund amount or the method of payment. They said I should have received an email with the refund details. However, I never received any emails from MINT MOBILE regarding this situation. And of course I never received any refund as it's been over a month now. I had to urgently buy another 3 months of service from them just to keep my numbers and my service active.In the end, my service lasted from 09/06 through 11/23 even though I paid for entire 12 months. MINT MOBILE should refund me the entire amount $465.05 or prorated partial amount from 11/23/2022 through 09/05/2023. Very bad experience after being a happy MINT customer since 2020.

  Business Response

  Date: 12/30/2022

  Hello,

   

  In regards to this concern, a refund has been processed, please allow up to 7 business days for the funds to be credited back to the customer's account. 

   

  Thank you, 

  Mint Mobile 

   

  Customer Answer

  Date: 01/04/2023

  Unfortunately, I have not received a refund as promised by the merchant. Can the merchant provide additional details i.e. amount and method of payment where the refund was sent?

• Initial Complaint

  Date:12/28/2022

  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.

  On November 29th, I initiated a return for a $180 phone plan with Mint Mobile. The card was mailed back November 30th. I still have not received a refund, even after contacting the help center several times, each time being told that the issue has been "escalated", and to expect an email resolution within 3-5 business days. It has now been almost a month since I initiated this return. My original ticket number with Mint is: ******* The ticket information is as follows:Date: 2022-11-28 18:59:34 Form Title: Request your refund here Order Number: MT2310367 What would you like to return? service-plan Reason for Return: Ordered in error Activation/Sim Issue: Coverage / Service Quality Issue: Delivery Issue: Pricing/Plan Issue: Esim Issue Description: ICCID: Is the Sim Active? Preferred Method of Refund: Paypal Address (If any): Mailing Address: How Can We Improve Our Service? I wasn't able to use the offer with my existing account, which is extremely frustrating Purchase Location: MintMobile.com No Longer Needed Description: How did you hear about Mint Mobile? IDK

  Business Response

  Date: 12/30/2022

  Hello,
  

  In regards to this concern, the customer will need to reach out to ***** to file a claim in this matter, as we have not received a device with this order number. 

  
  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:12/28/2022

  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 ordered Mint Mobile service plan - Cleverness Kit - 12 MONTH, UNLIMITED PLAN - SIM KIT - using the Mint Mobile Website. I paid $390.44 using my debit card. Following are the details of transactions: Order Number: MT1949423 Date of Transaction: 07/15/2022 Amount Paid: $390.44 Product bought: Cleverness Kit 12 Month, Unlimited Plan, SIM Kit Receipt attached.Over a period of one month after the purchase, I tried to activate eSIM with my existing number phone number transported to the Mint Mobile Service plan but failed to activate it. First from online chat engine and then from Mint Mobile customer support number, I kept asking for support but all my attempts to resolve the issue failed. On most occasions, I had to wait for 45 minutes to an hour to get somebody to talk to. After trying multiple times, I gave up on activating the card and switched my services to T-Mobile.Since then, I have tried to get money refund many times but was often left on the phone calls waiting for hours. And when I got connected, I was transferred to a different number.Due to a family emergency, I had to be out of the country for 4 month and couldnt get to pursuing this issue. Finally, when I came back to US, I tried to get my refund but was told that my request has been denied due to my request being outside the return policy.I would request you to help me recovering my money. I would appreciate your help in this regard.Thanks, and *******,*********************** ************ ******************************************************************************* **********************

  Business Response

  Date: 12/30/2022

  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: 01/02/2023

  
  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,
  
  ***********************
  
   
  

• Initial Complaint

  Date:12/28/2022

  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.

  In March 2022 I paid for a full year of service from mint mobile, it was $380. My phone stopped receiving messages or calls in August . After 4 months trying to fix my problem it wasn't resolved. I decided to give another company a try and my cellphone service worked. When I did this mint mobile did not let me know that any money left in my account would be lost. I hadn't been able to use my phone for almost 4 months relying on wifi data and hotspot from family and businesses. I would call constantly to try and resolve my services. I only asked for $250 back from the original $380 I paid from the lost months of service and the remaining months. They said they didn't have to tell me that any balance would be void and that I should have known that. How is a person supposed to know all of their policies, but they refused to refund me even though I paid for a service that was not given. I would just like the money back from the months I didn't use. They say you only have 7 days from the start of service to ask for a refund, but the problem didnt start until months later and lasted for months . I didn't have a working phone from August until November and still had credit until March of 2023 . How are we as consumers going to see that their services don't work when their refund policy is only for 7 days.

  Business Response

  Date: 12/30/2022

  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:12/27/2022

  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 have provided screenshots.I signed up with Mint Mobile in July of 2022. I just noticed on 12/27/2022 that I was charged twice for my lines with Mint Mobile. Putting me negative in my bank account, even though I knew we had no bills or expenses due, thus this should not have happened. At most I should be paying $180 a month for 2 unlimited lines. Unfortunately, they did not provide any contract paperwork to support this, and if it is possible to get it on their app or their website through my account, I cannot access it as they are siting "technical issues" (see ss conversation with support). It seems they are charging me $131 and some change at the beginning of the month and then $131 and some change again at the end of the month. The change amount changes each time (also see statement ss). I contacted support and they did nothing to help. I was told to sign on multiple times even though I told them I was unable to. They also told me autopay could be turned off and then turned around and said it can't be turned off in order for renewal every 3 months. Nothing was resolved and I was told that I needed to reach out to their technical department with no instructions on how to do so. September 2022 I was charged a total of: $263.55 December 2022 I was charged a total of: $263.29 I would like a refund of: $166.84 And autopay turned off until I can switch to a new mobile carrier. Thank you for your help.

  Business Response

  Date: 12/30/2022

  Hello,

   

  In regards to this concern, according to our records, the customer has auto recharge on the their account and are currently apart of a Mint Family, with different renewal dates. Auto recharge has been turned off on the customer's account. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:12/27/2022

  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 and cell service through Mint mobile. It was determined almost immediately that the service was not going to work for me because the phone was not compatible with Mint mobiles wifi calling. They agreed to take everything back and sent me the proper paperwork. If you look on their website you will see that they have a 7 day "no hard feelings" policy to return your phone. Step 3 in the process says "we refund what you paid minus shipping and handling within 10 business days" I returned the phone on December 7 via ***** and heard nothing from Mint. I continued to call every day to find out where my refund is and got a different story each day. Finally I called ***** myself and they confirmed my phone was delivered and signed for on December 12th. I called Mint with this updated information and was told first, it would take 10 business days, then up to 15 business days and finally today 20 business days (today is December 27th) My bank is due to start taking automatic payments from my account tomorrow for this phone which I returned 20 days ago. Today's conversation resulted in representative telling me that the warehouse has not received my phone yet and once they do it will take another 10 business days to receive my refund. This company is not upfront in their policies. There is no one in the US that you can speak with (they are based in ******) I asked to speak with supervisors, or someone from the warehouse or anyone else but was denied. Others need to know about the misinformation this company is giving us. I am not sure how long it will take if at all, I will have to pay for a phone that never worked and has been returned with their approval. Any help would would be greatly appreciated

  Business Response

  Date: 12/30/2022

  Hello,
  

  In regards to this concern, if the customer could provide us with their ****************** order number, we would be able to further investigate this matter

  
  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 12/30/2022

   I have already provided this information on Dec 14th, 18th, 21, 22 and 27th. My order number was MT2343669, My ticket number is CRT52738, The phone was shipped on December 7th via FED EX tracking number ************ and was signed for by MMaro on Dec 12th to your *********** warehouse. I have made a stop payment through my bank to prevent further deductions to my bank account. My next step is to contact the Attorney General of ******* for assistance.

  Business Response

  Date: 01/04/2023

  Hello,
  In regards to this concern, a full refund was issued to the customer on 1/3/2023. 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: 01/05/2023

  
  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:12/26/2022

  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 switched to Mint Mobile at the beginning of December 2022. From day one I had data issues that I needed fixed in order to do my job. I called or chatted with support at least 7 times in the first 3 weeks. I did everything they suggested. Turn the phone off then back on. Remove my sim card and reinsert it. Changing my APN information, resetting my settings and they supposedly reset my phone from their end. Nothing changed despite doing all of that. Finally before Christmas, I had had enough. I had missed out on days of work due to the poor service provided. I asked for a refund. I was refused not once, but 3 times. Their refund policy is only in the first 7 days which no one bothered to tell me even though I was contacting support in the time a refund would have been given. I would like your help in resolving this issue. I paid for 3 months (*****) at once and barely used one month of service. I feel I am owed ***** for the two months that I will not be using. I am going back to Visible as soon as I get their sim card in the mail. I thank you very much for your time.

  Business Response

  Date: 12/30/2022

  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: 12/30/2022

  This is unacceptable because Mint mobile did not warn me of the 1st 7 day policy even though they had chances to do so. I believe this is why Mint collects 3 months fees at one time. So that they can pocket the months I did not use. Their service was unusable and therefore I believe I am due a refund.

  Business Response

  Date: 01/04/2023

  Hello,
  In regards to this concern, once we process the refund the line will be disconnected immediately. It looks like the customer is actively using the service, so we would recommend for the customer to reach out to us here when they have transferred to a different carrier.
  Thank you,
  Mint Mobile
  
  

  Customer Answer

  Date: 01/05/2023

  
  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:12/26/2022

  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 was with Mint Mobile for over a year and suddenly discovered that I wasn't getting my voicemail messages in a timely manner. The notification message would take anywhere from 1/2 an hour to as much as a full day. I contacted Mint Mobile tech support several times and spent hours on the phone but to no avail as the problem was never resolved. I was told someone would call me back with some solution to the problem and no one ever did. Obviously I cannot have my vm messages coming in a day late and was forced to find another company. I moved my service to Boost Mobile on Saturday December 18th. I contacted Mint to get a refund for all the unused time and was told refunds can only be processed on-line. I followed the instructions to file online and received an email stating that my refund was was denied because " the request is outside of the return policy". Which is not only unclear but doesnt even make sense as I followed their specific instructions for a refund. Can you kindly help me?

  Business Response

  Date: 12/30/2022

  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: 12/31/2022

  Mint has not provided the service for which I paid. I was supposed to receive voice mail messages in a timely fashion Not a day later. Their tech support could not fix the problem. I was forced to take my business elsewhere. Now they don't want to return my money. Mint fails to provide the service that they are offering and then keeps my money too. This is corporate bullying. There is no legitimate reason for withholding my payment. I did nothing wrong. Mint failed to provide proper service. 

  Business Response

  Date: 01/05/2023

  Hello,
  In regard to this concern, we have taken a second look into this matter and a refund has been submitted for both renewal payment 11/28/22 ($82.83) and plan upgrade 12/15/22 ($24.91). Please allow up to **** business days for the funds to be credited back to the customers account. 
  Thank you, 
  Mint Mobile