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:12/26/2022

  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.

  On December 1st, 2022, I purchased $20 roaming credit for each of the 2 cell phone lines I have with Mint Mobile. On December 9th I had to change the plan they had for me on line ********** from a 3 months plan to a 12th months plan which is what I had bought initially but they never gave me. On December 13th, 2022, when they made the plan change I noticed that the $20 roaming credit on that line had disappeared. I only used roaming to send to text messages. I had internet data off. I want to see the data usage they are claiming because I never turned on data for roaming and 2 text messages cannot use all the $20. I reached out to Mint Mobile on December 13th and they open a ticket (TECOPSJSD-143545) and told me they would follow up in ***** hours. They never followed up. On December 20th I contacted again and I was told that they cannot provide data usage. This feels unfair because they took $20 of my account with no reason and I either want to see what they claim or get the money refunded or the roaming credit back to my account.

  Business Response

  Date: 12/30/2022

  Hello,

   

  In regards to this concern, the customer has been credited with a $20 credit on the their account.  

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 12/31/2022

  
  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:12/24/2022

  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 purchased two nee phone lines from Mint Mobile. When I went to change my phone over the esim they sent me did not install but my phone number transferred from my old phone company, leaving me with no phone service, unable to make or receive phone calls and texts. To get a new esim for some reason you have to log into their app and request it but the app keeps saying that I set a password I dont remember setting because I never set up an account with them. To get the password reset it will only text me a code but I cant get texts due to my calls and texts being locked up by Mint Mobile. The main part of this is that they have to have my credit or debit card on file on their app to be able to send me this new FREE esim so that I can have the phone service I already paid for. Theyre saying it will take ***** hours to get me a new password and unlock my app so that I can get a new esim card so I can have phone service I already paid for. This means that I, a clinically depressed disabled woman, now have no phone during a winter storm and no way for my kids and family to get in touch with me on Christmas all because Mint Mobile needs access to my banking information to give me the service I ALREADY PAID for.

  Business Response

  Date: 12/30/2022

  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: 01/02/2023

  I thought that everything was resolved only to find that Mint had turned off my wifi calling options after I messaged the BBB and when I messaged them because my calls would no longer work at all, I was informed that my phone, an iPhone 12 was the issue and I now need to cancel my mint account, get a refund (even though Im past the date of possibly getting said refund) and then re-sign up and wait for a regular sim card to arrive for the service Im supposed to already have. I cannot comprehend how this could possibly be the only solution to this situation! And the fact that ** still just trying to get this service to work and unable to make calls yet and no one at Mint sees this as a real issue or that its unreasonable is beyond ridiculous! As Im on a fixed and very limited income (SSDI) due to being disabled, this is putting me in a major financial bind and its emotionally draining to deal with. Not having access to a phone is scary because Im disabled and know that contacting someone for help, if its necessary, will be an issue! I signed my daughter and myself up for mint because we have very little money and always try to stay with the same phone company, which is why Im continuing to bother with Mint. Im at a loss as to how to fix these issues and concerned that if everything gets fixed, it will suddenly stop working again a few days later.

  Business Response

  Date: 01/06/2023

  Hello,
  In regards to this concern, we'll reach out to the customer again to assist.
  Thank you, 
  Mint Mobile 
  
  

  Customer Answer

  Date: 01/11/2023

  Im rejecting this response as its now 1/11 and I have not received any new communications from Mint Mobile and I still cannot place or receive most calls, even while on wifi. I did try reaching out to the person who contacted me after the first complaint, prior to making the second complaint and also heard nothing back then. 

• Initial Complaint

  Date:12/23/2022

  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 tech support did something to my phones network system to where now my phone will not connect to internet wifi.This was not a problem until this evening after switching sim cards and tech support doing a bunch of resets and modifications and changes to my account and network.Now I have no wifi ******************* even. It says it can not accesso read the ** Address. in 15 years having this phone number, I have never encountered this until mind mobile has done things to my phone today. ANd other messages saying that I can not connect to the internet.Mint mobile is destroying my life.

  Business Response

  Date: 12/30/2022

  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: 12/30/2022

  No members have contacted me in an entire year, despite this continued claim.
  Also, I was guaranteed the problem would be fixed by 5pm today est. from the ticket ********

  I called and the agents refused to help me, I called 5 times today. They hung up on me multiple times, and then guaranteed a supervisor would contact me.

  
  The entire company has been treating me this way.
  I am still banned and blocked from the Mint Mobile phone app support chat
  
  ****** have no voicemail and still have no reception - it takes 30 sec after dialing a number before it starts to ring.
  Most times it disconnects immediately with no phone service.

  Business Response

  Date: 01/05/2023

  Hello,
  In regards to this concern, one of our agents reached out to the customer via email and currently waiting for the customer to respond back.
  Thank you, 
  Mint Mobile
  
  

• Initial Complaint

  Date:12/23/2022

  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.

  for 12 months min mobile has refused to assist **** have called them roughly 70 times over the last 12 months.Service issues, not able to make calls, my voicemail is associated with a different number ************ so I can not receive vboice messages. ANd no vmail apps will work with my phone sine there is a differen number associated with vmails on my accoount and fowarded to my phone.It taks 20min to receive a connection to make a phone call.I can not access internet through data while on the phone.My calls drop constantly.text messages do not go through.my phone resets and says there are number conflicts constantly as of the last couple months.Agents have lied an perpertrated supervisors and told me lies to get me off the phone.I have spent 11 hours and 6 hours of it on hold on the phone Dec 23 2022 speaking to *************************************************** and refused to make account notes.I had been promised compensation for my time over the last 12 months and 11 hours today equalling to reimbuse me for my plan costs for my 1st year and give me 2 extra years free service. Then the supervisor hung up on **** **** been told that every agent has submitted tickets to the wrong departments for 12 months.I have changed sim cards and has not fixed the issue.No supervisor has ever called me back in 12 months execpt for this day.No agent or supervisor will copy down what I say to the notes, they continue to manipulate everything into what they want to say, which usually has nothing to do with my issue.

  Business Response

  Date: 12/30/2022

  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:12/23/2022

  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 ordered a phone and pre-paid for 1-year service. Original Order# MT2014276,Last two of the support tickets are TM-******, TM-****** ; Ph# ************ The web site show our address as having service.Phone arrived, and service activated, but would not work. **************** said they needed to send a new sim card. They sent the sim card to the wrong address twice.When we finally got the new sim card, the trial period had already ended.We installed new sim card, and customer service finally gave us the true problem,which was we do not get a strong enough signal at our address for the service to work.They said they would submit for a refund, and we would hear something in a few days. Never called.After calling back 4or5 more times within next couple months, we got exact same response,of: it will be submitted for review, and someone would contact us. Even after demanding to speak to manager,no one would actually do anything to resolve give a refund.No one ever called or sent email.We would like to return phone and get full refund for phone and service.

  Business Response

  Date: 12/30/2022

  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, 
  ****************** 
  

  
  

  Business Response

  Date: 02/09/2023

  Hello,
  
  In regards to this concern, a full refund was provided to the customer on 2/3/2023, customer
  should received the funds as a credit back to their account within 7 business days.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:12/23/2022

  Type:Customer Service 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 am an active customer with ******************. My ********************** device is broken, which is a common occurrence in today's world. My account is protected by *** and with a broken phone I am unable to receive the *** code in order to access the account. The provider, Mint Mobile, also tells me they cannot access the account. They have walked me through a process to unlock the account twice, with a ***** hour hold each time. The first attempt to resolve was not successful. I have not heard back from them after the second contact with their support team.I have chatted / talked with 6 difference representatives and have been unable to access my account. At this point I have no course of action other than to file a complaint with a 3rd party or change my number. The customer service team at ****************** is incapable of providing basic support.

  Business Response

  Date: 12/30/2022

  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: 01/02/2023

  I provided all information they needed to reset the account. In fact, I went through the process twice and each time was still unable to log into my account. The Mint Mobile ticket # is tecopsjsd-145928, but I don't expect much detail to be there based on how this process has gone.

   

  I just responded to an agent's email this morning with an email domain of @ultra.me. That's likely part of the issue here - shared support and no clue how to handle the Mint process and systems.

  Business Response

  Date: 01/06/2023

  Hello,
  In regards to this concern, we've already provided resolution for the issue.
  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.
  
  Regards,
  
  **************
  
   
  

• Initial Complaint

  Date:12/22/2022

  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.

  On mint mobile website it states you have 7 days to refund without a hassle. i was not satisfy with the service and requested the item to be return which on 12/15 so I had until 12/23 to try the service. I did not like the service. I tried to return the item and Mint mobile denied my request because it was not in the 7 day period.

  Business Response

  Date: 01/06/2023

  Hello,
  In regards to this concern, if the customer could provide us with their ****************** number and order number, we would be able to further investigate this matter.
  Thank you, 
  Mint Mobile
  
  

• Initial Complaint

  Date:12/22/2022

  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 referred a friend to the mint mobile plan and called the customer service plan to make sure i got the referral as promised. i used my phone number to link the order. they credited me $60. i called to ask about the $100 referral credit offered and the person said to wati 15 days. i waited 15 and got $60 not $100. i called several other times and online chat and was prmised the $40 credit difference. each time asked them to make notes on my account as the callas and chats were taking up large hours of time at this point. still have not received teh additional $40 credit. then the lastcustomer service person said i woudl not get it becasue of the date of offer was too early but i was promised the $40 on the other multiple calls so only seems fair to give it to me since others form the company offered it and had me repeatedly calling in about it for days and hours. very frustrating to have a complany offer it and then deny it.

  Business Response

  Date: 01/04/2023

  Hello,
  In regard to this concern, we have taken a second look into this matter and additional referral credit of $40 has been added to the account. The customer will be able to see the credit under the renewal balance in their Mint account management online/app.

  Thank you, 
  Mint Mobile
  

  
  

• Initial Complaint

  Date:12/22/2022

  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 bought 2 phone's from Mint Mobile Oct 6th 2022 585.75$ I kept 1 sent the other one back for a refund. 295.00$ I got confirmation they got the phone. Can't get them to send me a refund.

  Business Response

  Date: 01/04/2023

  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 
  
  

• Initial Complaint

  Date:12/22/2022

  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.

  Date of Transaction: 10/29/2022 Amount: $199.80 Services Ordered: 3 ******************** for 2 Lines ******************** Coverage/Quality of *************** Response: Refusal to accept my refund request Transaction ID: Order #********* Detailed Description: Immediately after receiving and activating the service, I was having cellular data connection issues. I contacted their Customer Support and they provided me with the settings configuration for Mint Mobile and instructed that it can take up to 24 hours to see full effect. Once I confirmed that this didn't correct the issue, I contacted Support once more and they ordered me a replacement SIM card. After receipt and installation, the issues continued, so I reached back out and was provided the same Settings instructions, even after informing the representative that I already had these instructions. Finally, I gave up and started looking for a new carrier. Once I had transferred both lines over to the new carrier, I requested a refund from Mint Mobile for the two unused months of service I had paid for. My Support ticket has been continually closed out with the same response of "our refund policy only extends 7 days after activation". Despite my insistence that my following their Customer Support instructions to resolve the issue took longer than 7 days.Requested ************************ Provide a monetary refund for the 2 months of unused service that was paid for. I am not expecting a full refund as we did "use" your cellular service for approximately one month.

  Business Response

  Date: 01/04/2023

  Hello,
  In regard to this concern, we have taken a second look into this matter and a full refund ($199.80) 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