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:12/22/2022

  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 11/21/2022 I purchased a NEW phone from Mint Mobile. Rather than a NEW phone, I was sent a refurbished ph that contained a Sprint Sim card and was defective. The WiFi kept cutting off and the camera froze. As soon as I discovered the issue, i immediately called Mint Mobile. Numerous calls have been made to Mint Mobile. Well over 13. Nothing but excuses and lies one after another. The latest excuse is that Support is waiting on their warehouse to create a label so they can email me instructions on returning the ph. Several tickets have been created. 1st reference #RMA-23180. 2nd reference #CRT-53916. 3rd referenced #CRT-55178. Regarding the 1st ticket, my claim was declined. Said I was outside the 7 day period. However, the phone they sent me was not a new phone which I ordered but a refurbished and defective phone so I called Mint Mobile back after receiving their email. A supervisor created a new ticket since i was sent a refurbished phone and not a NEW phone. As stated previously, numerous phone calls have been made to Mint Mobile trying to resolve this matter. No resolution to the 2nd or 3rd ticket. Bottom line, Mint Mobile is giving me the ran around and not taking the necessary steps to resolve my issue. I have requested a FULL refund of my money. Total cost was more than $420. Very poor customer service. Appears to be intentional. There have been five different supervisors involved with my issue. **********, ****, ****** and *****. Mint Mobile will not provide a direct contact phone number so that i can follow-up with the same supervisor. Each time I tried to follow-up, support referred me to someone new and I had to explain the situation all over again. I need this situation rectified ASAP.

  Business Response

  Date: 12/28/2022

  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:12/21/2022

  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.

  In December 2021 Mint Mobile had the following promotional offer:Limited time offer available at Mintmobile.com from 11/15/2021 to 1/7/2022. New Mint Mobile customers who purchase a ******* A32 and any 12-month plan on mintmobile.com will receive 12 months for free. Free 12-month plan applied as a renewal credit.I went to mintmobile.com, I bought the ******* A32 and I pre-paid for 12 months of service. I was a new Mint Mobile customer, and I completed the transaction on December 09, 2021. I did everything correctly. I 100% qualified for the promotional offer.On December 09, 2022 (12 months later) Mint Mobile suspended my cell service. Mint Mobile never applied the 12 month renewal credit to my account. After multiple chat bot sessions and multiple phone calls, Mint Mobile indicated my account is not associated with the above promo offer. A clerical error. There should have been a code on my invoice. The code of B12G12 (buy 12 months get 12 months free). That code was not printed on my invoice. No where on Mint Mobiles website, and no where in the fine print of the promotional offer, did Mint Mobile inform the customer to be on the look out for this ****** code. Yesterday Mint Mobile support agent chatted the following message to me: There was no promo code, the order was made incorrect and for that reason you didnt receive the offer. If you have contacted us a year ago we could have cancelled and recorder your bundle. However, at this point we cant do any changes on it.Mint Mobile is blaming me for not noticing the B12G12 code was missing from the invoice, but Mint Mobile not once mentioned to the general public the importance of this code. Even if B12G12 appeared on the invoice, would a reasonable person even know what it meant? This is blatant false advertising. I met each criteria that was required in the promotional offer, and when it came time for Mint Mobile to apply the 12-month renewal credit, they refused to do so. Mint Mobile is not saying I didnt qualify for the promo offer, they are saying due to a clerical error, they will not uphold there end of the deal.Mint Mobile should either provide the 12-months of free cell service, or refund me $477.50

  Business Response

  Date: 12/28/2022

  Hello,
  

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

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 12/28/2022

  Mint Mobile is asking *********** number, so they can further investigate the matter.  BBB has my cell number, but did not send it to Mint Mobile when the complaint was forwarded to Mint.  Please provide Mint Mobile with my cell number.  **************

  Business Response

  Date: 12/30/2022

  Hello,

   

  In regards to this concern, we reviewed the customer's account and original order and do not find the B12G12 offer on their original order, therefore the request for credit is denied. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 01/04/2023

  Why did Mint Mobile not place the B12G12 code on the invoice?  All criteria was met by the customer in December 2021 to be eligible for the B12G12 offer.  So why was the code missing from the invoice and why is the customer being denied the ******?  What criteria did the customer not meet, to be eligible for the ****** offer?

  Business Response

  Date: 01/11/2023

  Hello,

   

  In regards to this concern, we have taken another look into this matter and have provided a credit of $180 to the customer's wallet balance, that they can use to pay for their next plan. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 01/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:12/20/2022

  Type:Customer Service 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 had Mint mobile for one year. I renewed 2 weeks ago and now I have no cellular service. I have chatted with multiple representatives. Two reps said they filed an escalated ticket and that I would be contacted via email, this has not happened. I am told I live in the coverage area and representatives have confirmed this but I am unable to call or text.

  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:12/20/2022

  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 returned a cell phone and SIM card I purchased from Mint Mobile in September 2022 using their pre-paid postage label. I can see via ***** tracking info that the phone was received and signed for at their ********** location. The customer service reps I spoke with when I requested the return assured me I would receive a refund as soon as the items were returned. In November 2022 I still had not received my refund. Thus began a weekly hour-long customer service phone call with ******************. Every Friday I call the company, provide the same info: my purchase #, tracking # on package, my support ticket numbers (of which I now have 4), original method of payment, etc. Each week they tell me I will receive an email confirming the refund. After a few weeks of this, I pushed back, saying they have told me for a month they will email me with the refund info and they never do. They then claimed the issue is with the payment method (PayPal) refusing the refund and I should file a complaint with PayPal instead. I reached out to PayPal who has let me know there is no reason Mint Mobile cannot issue the refund. They just need to log into their account and put in the refund. Since then I have sat on customer service with ****************** at least 3 more times, have given them a credit card number to issue the refund to, have given them the option to just mail me back the products I returned so at least I can resell them for a portion of their value and not lose a full $600. Each week they tell me the refund is in process and they will call me back. Have I ever received a call back? LOL. I am ready to take this to small claims court if that is an option. I am DEFINITELY not renewing my service with Mint after this horrific and disrespectful experience where I have been given the run around for MONTHS after being a loyal customer for 2 years. UNACCEPTABLE and SHADY business practice! It seems their strategy is to wear the customer down and ignore requests in hopes I will give up.

  Business Response

  Date: 12/30/2022

  Hello,

   

  In regards to this concern, we have attempted to refund the customer multiple times, however PayPal appears to not be accepting the refund, we request reach out to PayPal in this matter to resolve this matter. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 01/03/2023

  I have already contacted PayPal about this complaint and they have advised me that there is no reason Mint Mobile should not be able to issue the refund by simply logging into their account. I also provided my credit card number directly to Mint Mobile as an alternate method of issuing the refund. I have also let them know I would accept back the item I returned if they refuse the refund. I need this resolved ASAP. 

   

  Business Response

  Date: 01/10/2023

  Hello,

   

  If the customer could provide us with their pay pal email address we will get a PayPal payment sent to the customer to resolve this matter. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 01/12/2023

  my PayPal email address is ***************** I look forward to receiving my refund asap. 

  Business Response

  Date: 01/18/2023

  Hello,

   

  In regards to this concern, we have requested a PayPal payment be sent to the customer to resolve this concern. 

   

  Thank you,

  Mint Mobile 

• Initial Complaint

  Date:12/20/2022

  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 a mint mobile 12-month plan. Halfway through, I lost my phone and needed to buy a new one. Looking online, I saw that the Pixel 6 was listed as "compatible" with Mint on Mint's website.Once I bought the phone and tried to use it - I discovered that Mint has been having a significant problem providing service to new Pixel phones. I have been using the phone for a week at this point - and have continually been unable to either use texting services, mobile data services and phone services.I have spoken with numerous Mint employees, all of whom provide suggestions which are unable to fix the problem. I have had to manually go into the backend settings of the phone to enter in 4 different APN's that were provided to me - and none of them have worked for more than half a day.Online - it seems that multiple Pixel owners have had this same exact problem - with some not able to access texting for multiple months.I need my phone to do basic functions like sending texts and making calls reliably. Obviously, service issues occur. But this is a problem that has existed for over a year and seems unable to be fixed. If Mint is not compatible with Pixel phones, it should make that clear on its website instead of falsely advertising that they are.I will now need to purchase a new phone services - but Mint refuses to refund the remaining months of my service, despite being unable to provide basic services.**************************************************************************************************************

  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:12/19/2022

  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.

  Date: 12.19.2022 So this whole company is a fraud. I PAID FOR TWO LINES. They took the money out my account and say they dont see it. They cut off my second line saying I need to pay an additional payment of 105 dollars a month for a phone that was already included in my account.. I gave them proof that I paid and they still couldnt see it and did not turn back on a phone line that I paid for. They say it was never a family plan, even though it was . So they are getting reported and i want my money back. This is unacceptable.

  Business Response

  Date: 12/30/2022

  Hello,
  

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

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:12/19/2022

  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 purchased a phone in September 2022 from Mint Mobile and financed through Affirm. When I moved to Alameda, the service quality was inadequate where I lived and I signed up with a competing carrier. The new SIM card would not work and the phone notification said 'phone is locked by Sprint'.I spent well over 20 hours on the phone with ******************* This was over a period of weeks. I was disconnected numerous times, left on hold for extended periods. No one would take ownership and accountability to resolve my issue. Their response was that Mint does not have a policy of locking phones. Clearly this was not accurate in my case.I was without phone service for 2 weeks while I called them on a regular basis. I finally purchased a new phone and asked if I could return the Mint phone. After NUMEROUS attempts I finally spoke to a manager who initiated a return request. A couple days later I received an email stating my request was denied. I gave additional information to the email and received no response.I just want to return the phone and get the credit, elimination of debt to Affirm.This has caused significant emotional distress. I was treated horribly. I would never recommend Mint to anyone.

  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:12/19/2022

  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.

  To whom it may concern, I have dealt with many customer service representatives and I have to say the rep I dealt with via chat, was an extremely evasive and passive aggressive individual which is not welcome. I am now not quite sure if I want to stay with your company and if I move I shall also get my wife and children to also move.I had two questions, one was concerning the yearly charge, which I though was 360 inclusive but was charged at around 390. I had a simple question and I even told the rep not to be so complicated I his answers.Moreover, my second concern still remains unresolved and this concerns, the international roaming credit (around $40) which was on my account and after I renewed my subscription it had disappeared.I am sure you have a record of this chat, if not, a have a video of this one hr chat.I ask to be contacted by email, and not by phone at this time.Kind regards

  Business Response

  Date: 12/30/2022

  Hello,

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

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 01/12/2023

   I received a response from the company asking for my number as they cannot locate my account.  However I did provide my number in the bio

  
  

  However, can you relay my number to them. 

  
  

  Regards

  
  

  *****. 

  
  

  ************

  Business Response

  Date: 01/18/2023

  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:12/18/2022

  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 called Mint Mobile to find out about the quality of service in my area. I was assured that I would have 5g service. When I got my SIM cards none of my 3 lines had service at ************ phone does not work at all. I have been promised phone calls to help me trouble shoot the issue, but never been called. I've been hung up on by technicians and received poor service in general. In talking to an agent today she said there is a history of poor service in my area and it "might" be fixed in 2023. When I asked why I previously received other information she could not explain. While I was asking for a refund and stating I would contact BBB she hung up. I am out hundreds of dollars and have no phone service still.

  Business Response

  Date: 12/30/2022

  Hello,
  

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

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:12/17/2022

  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 December 1st I started service with mint mobile. During the first day I discovered that although they claimed I would have service. I in fact did not. I also discovered that the phone I was sold does not have WiFi calling through mint (it is supported by other carriers). So on December 2nd I tried porting my number out of mint. It failed. I talked to customer support again and they told me that as long as I was paid, I should be able to port out. I tried every day until finally on Dec 13th the port went through. I have attached the receipt. (I'm not returning the phone, only the $180 for service) I'm also attaching emails from my new carrier showing that they are trying to port my number out.On December 14 I requested a refund for the $180 I prepaid for a year of service. The request was denied because they only have a 7 day refund. They held my phone number hostage for 13 days until I was outside of the return window! I think I deserve a full $180 refund since I tried to port the number after one day. Having to wait 13 days was it if my control.

  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

  Mint mobile order number. #MT2327275 

  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 for the plan only ($201.88) 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