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:12/17/2022

  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 has made countless errors and I have spent countless hours on phone with them. I have now been charged three different times with no refunds, had my phone incorrectly canceled by them and they will not resolve this issue in any way other than for me to keep buying more and losing money. I was trying to be a new customer, have been experiencing nothing but trouble and out almost $500 for a three month plan which is insane. They say I will get money refunded then it never comes in, nor was there a record. I had to start over, then they canceled my current phone. I am a single mom and lost my phone service completely by their mistake. Then spent another 2 hours at night dealing with this obit to have to pay again for another plan, get charged more as I was now apparently not a new customer and so many more issues. I am actually so upset I cant even take the time to write a out it all. I never can speak wort a supervisor nor a person living on *****************. This has been one of the lost frustrating experiences of my life. This is a horrible company structure, with the worst customer service when an actual mistake exists on their part. I have so many complaints but want to make sure to say DO NOT CHOOSE THIS COMPANY. I regret this decision so much and have lost so many hours, days, and money to then. It is awful.

  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:12/16/2022

  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 paid for their 3 month prepaid service for my Mom on 11/24/22. She has had nothing but problems with the service (dropped calls, can't get calls, can't make calls, HORRIBLE call quality). She called them 3 times and did everything they asked her to do to try to resolve the issue. She is so frustrated that she signed up for a new service today, 12/16/22 with a different provider. I had to contact Mint for the account # and PIN because it is NOWHERE on their website. Once I got the information, I requested a refund for the remaining plan time of the 2 remaining months. They said that since it was past their 7 day return policy I could not get a refund. I was not returning anything. I was discontinuing service. I should be able to get a refund of the remaining portion of the plan I paid for. Otherwise this is called theft and fraud. 2 different people (one on chat and one live agent) adamantly said they would not give me a refund, or credit my account for my plan since I paid for the service. I still have a plan with them that does not renew/prepay again until 2/22/23. I'm not asking for a refund to my credit card. I am asking for them to credit my service.

  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

  I don't care if the considered it after their 7 day return policy. We made several calls to try to get this resolved. They just kept telling us to do the same thing over and over again and OBVIOUSLY it did not resolve the problem.

  We did not know the service was not working for my Mom because she was not receiving any incoming calls or text until her multiple doctors resorted to emailing her for a response. 

   

  Business Response

  Date: 01/04/2023

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

• Initial Complaint

  Date:12/16/2022

  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 am trying to unlock my phone to use with another carrier. Mint mobile says when a phone is purchased from them it can be unlocked after six months. They say they have no recollection of ever selling me a phone and I cannot use it anymore. I want a full refund of $647.

  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:12/16/2022

  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 got cell phone service from Mint Mobile with a 3 month plan, it was ok service the first month then my data just quit working for the entire 2nd month so I contacted customer service and went back and forth with them for weeks troubleshooting but nothing worked. They approved me for a refund so I switched cell phone services but I never recieved the refund from them so I contacted customer service 2 more times and they just tell me there was a mistake so they must create a new ticket number and it will take another 7 to 10 days and they will call or e-mail to verify I recieved it, well tommorrow will be 10 days and I never recieved no call, e-mail or refund and the bank said there is no transactions pending. I contacted them on the phone on December 7th and spoke with ***** who was the Account Supervisor and she created yet again another ticket number for my refund, the ticket number is SUPPORTM549549. My account number for them was ************ and my name is still ************ which I transfered over to a different provider.

  Business Response

  Date: 12/28/2022

  Hello,

   

  In regards to this concern, refund has been processed, if the customer's has not received the funds, they will need to reach out to their point of purchase. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 12/31/2022

  Last time I spoke with Mint Mobile I spoke with ***** who was an Account Supervisor and told her that my bank has already stated that they never had no payments on hold or pending and the bank ************************* even told us to have Mint Mobile call them to resolve thiis issue and nobody has ever called the bank or contacted us back. Can Mint Mobile provide some type of proof that they have completed the transaction so I can show my bank since my bank keeps saying they have recieved nothing from Mint Mobile?

  Business Response

  Date: 01/05/2023

  Hello,
  In regard to this concern, we have taken a second look into this matter and resubmitted refund request for the renewal payment ($84.23) made on 10/13/22. 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: 01/06/2023

  Mint Mobile has told me that 3 times before so if it actually goes through this time in 7 days I will notify the BBB of it and hopefully this can be resolved finally.

• Initial Complaint

  Date:12/16/2022

  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 new iPhone from Mint Mobile. It was a special that included one year of service with 6 months free. I checked coverage for my address on their website and it said there was 5G coverage. After I set up the phone, I discovered there was NO SERVICE at all in my home or surrounding area. It was a hassle to call the company several times until I was able to speak to a supervisor who understood my situation that I needed to keep the phone and transfer to ******* which does cover my area. The agent said he would make sure I was refunded for the service, since there actually was no service in my area and the website falsely showed there was. I then received several emails from other Mint Mobile people saying I could not receive a refund for the service because I purchased a package deal.

  Business Response

  Date: 12/28/2022

  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, 
  ****************** 
  

  
  

  Customer Answer

  Date: 12/28/2022

  i am requesting a $90 refund I was told by one of their supervising agents I would be receiving for the service. *** explained why I am unable to return the phone I paid for in full. They sold me service when there was no service available in my area.I did not get a low price for the phone. The phone would have been less expensive had I purchased it directly from Apple. They already made money from the phone sale, Im sure. I am asking they refund me $90 for the service I didnt receive.

  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:12/15/2022

  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 started using Mint Mobile ************** text and talk prepaid plan in June 2022. Since it worked well for me, I decided to purchase the 12 month 10GB mint mobile plan for $240 in September. However a couple of weeks into the plan, around 2nd week of October, one day I suddenly couldn't make any calls, no service was detected. I couldn't use my data either. I contacted chat support who went through the troubleshoot options and said I will be sent a replacement sim which I did not receive. After about 3 weeks, I contacted chat support again who said they will send another replacement sim, however I got it on December 2nd week. Keep in mind that I have not had service so far, and it is now Dec 2022. I activated the sim, and some few bars appeared, (improvement from before from no signal sign to this). However, it went back to no signal. I have called Mint mobile regarding this and the customer service reps are always very apologetic however, no help is given. I have been promised that I will be provided with the service again, it will 100% work, however each time it has not worked. During one of the calls one rep enabled wifi calling on my phone so I am STILL with no service and no data if I am out of wifi area, and my 10GB is untouched. I have had to use strangers hotspots to order myself an Uber and when ever I go out I am worried sick of what would happen if I find myself in a situation where I cannot even make a call to anybody. In summary, I am worried about my safety because Mint mobile is not providing me a service they have promised me and charged me for. I decided to switch into another service, and requested a refund from Mint mobile (for the months I have not used the service and the remaining) which they have refused stating my purchase is >7 days and does not meet their refund policy. I have no service, they have not tried to remedy. I feel I have been scammed and robbed by a company who has charged me for a service they have not been able to provide.

  Business Response

  Date: 12/28/2022

  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

  Lol mint mobile, the issue occurred after 2 months of using your service. You have failed to provide with the service after obtaining money and that would actually make your company a scam. I have requested my credit card company for the money back.

  Business Response

  Date: 01/04/2023

  Hello,
  In regard to this concern, we have taken a second look into this matter and a refund request has been submitted. Please allow up to 7 business days for the funds to be credited back to the customers account. 
  Thank you,
  
  

• Initial Complaint

  Date:12/15/2022

  Type:Delivery 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 tried to order a phone three times from Mint Mobile and Mint has cancelled all three orders. I understood the first two. I am trying to order a phone for my 84 year old mother in law and help her set it up. Since she was coming to our home for Christmas, I thought I would have the phone shipped here so we can help her set it up. The first order, I put in her name and shipped to my wife at our home address, used mom's credit card to purchase. the different addresses and names triggered their fraud alert. What annoyed me was they initially said ********** cancelled the transaction, which was a lie we confirmed. MINT finally admitted they cancelled the order. 2nd order I used my Amex (which Amex approved it after confirming with me, GREAT Service), shipping it directly to Mom. MINT cancelled it again becuase of the two addresses on the account. Okay I sort of understand. Both the first two orders have been refunded. 3rd order, #****** on 12/10/22 charged to my CC, order in my name, and shipped to me. MINT Cancelled that order in 14 minutes. Seems my name and CC number are now flagged for everything with them. They said my order is being refunded. 5 days later I do not have a refund or a phone. It takes them forever to respond to inquiries. I was promised a call on Monday from someone named ****** and given and email for her. that email was invalid (received bounce back) and never got a single call. I spent almost 4 hours on the phonbe with them over the course of several days and received no resolution and no explanation of how to resolve. no one is empowereed ot make a decision and get something done. This is hardest I have ever worked to spend $600 on a product for someone else. I want all flags about me, my email, my CC, my address removed and I want the phone and plan card shipped to me immediately. you can read the entire history on ******* @jwhesse317814

  Business Response

  Date: 12/28/2022

  Hello,

   

  In regards to this concern, these orders have been cancelled and refunded due to fraud triggers in our system. 

   

  Thank you, 

   

  Mint Mobile 

• Initial Complaint

  Date:12/14/2022

  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.

  My phone has been having little to no connection so I tried to call customer service. I spoke to 2 different representatives neither would help me and the last person **** was extremely rude and would not even let me speak to a supervisor. I am paying for cell phone service and I expect to get what I pay for.

  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 
  

  
  

  Customer Answer

  Date: 12/29/2022

  I still to this day have not heard from anyone from mint mobile. 

  Business Response

  Date: 12/30/2022

  Hello,

   

  In regards to this concern, we have reviewed the customer's account and have reached out to the customer to get more information in this matter. 

   

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 01/03/2023

  No one has ever reached out to me 

  Business Response

  Date: 02/03/2023

  Hello,
  In regard to this concern, we attempted to contact the customer to resolve this matter. However
  the customer has been unwilling to provide us with the information we need to resolve this
  matter.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/03/2023

  This company doesn't even know my phone number and I have been a customer for 3 years. Needless to say I will be taking my business elsewhere. Thank you for your help. 

  Business Response

  Date: 02/09/2023

  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: 02/10/2023

  
  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:12/14/2022

  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.

  Around August 2022, I ported my cell phone number *************) from ***** to Mint Mobile, and initially it seemed that the port was successful (i.e. able to send/receive texts, make/receive calls, and data worked fine). However, roughly two months after prepaying for a 12 month subscription (around $200 USD, around November 2022), I was alerted to the fact that I was not receiving any incoming phone calls despite being able to make outgoing calls. After hours on the phone with different Mint Mobile customer service representatives, I was told that the porting process was somehow incomplete or improperly performed, and ticket# TECOPSJSD-****** was generated. I was told this was elevated for a resolution, and despite calling multiple times each week for over 3 weeks, the issue is still not resolved. Additionally, I was told I would not be issued a refund, and when I tried to port the number over to a different carrier, the other carrier told me they are unable to port the number either because it doesn't exist anymore or because "Mint has the number impounded;" I updated my ticket with that information as well, yet the issue has still not been fixed.

  Business Response

  Date: 12/28/2022

  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:12/14/2022

  Type:Delivery 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.

  NOTE: This is the 2nd complaint filed against Mint Mobile in as many weeks, as the BBB closed an active complaint with no attempted resolution by Mint. After a 9 month wait for available stock of Brand *********** Galaxy Smartphones (originally expected Feb. 2022, then by April 2022, finally received 11/23/2022), I ordered & paid in for a brand new, ******* Galaxy S10 512GB, via ***** Overnight Delivery by 11/22. What arrived was a questionably "new" Galaxy S10 128GB, in an unquestionably damaged, open box, containing only the phone - w/ none of the included components, verified included by *******, with empty component packages inside the box as if trash. I immediately t the items contacted Mint. After the usual umpteen amount of time dealing with uninformed agents, supervisor apologies, department transfers, & escalation tickets, I was finally contacted by ****'s self-described "back room" supervisor, who apologized profusely, assured me she would personally handle the resolution, procure a new, 512GB device boxed as per the manufacturer. I voiced concern over the untenable 7-day return window- it being the day before the Thanksgiving holiday weekend, & offered to send photos & *******'s list of in=box components. The Mint supervisor specifically said that would be unnecessary, she knew EXACTLY what should have been in the ******* was not to worry about returning the incorrect device UNTIL THE NEW DEVICE WAS DELIVERED TO ME, as she was making the escalation ticket herself. She then promised to reach out to me within "A FEW DAYS" via email & follow-up phone call. That conversation w/ the MINT Mobile ***************** subsequent promises of personal accountability, ******************** response occurred on Nov. 23rd, 2022 at 4:20pm EST. Today is December 14th, 2022. I have not heard a word from that Supervisor.Though I have contacted MINT innumerable times since that order was delivered, I HAVE RECEIVED ABSOLUTELY NO ATTEMPTED RESOLUTION,

  Business Response

  Date: 12/28/2022

  Hello,

  
  In regards to this concern, a teammember will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this matter. 

  Thank you, 
  Mint Mobile