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:12/13/2022

  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 can't believe ************************* has his name connected to this garbage company. After confirming on their website that my phone is compatible by entering my home address and phone's IMEI (confirmed compatible and service quality 'excellent'), I attempted to transfer my service from **** to Mint. I chose the e-sim rather than physical. Received the email, install was successful. My phone would not work on their mobile network. Spent the day on the phone and chat with technical support. They all agreed it was installed correctly. Finally someone decided a tower was out near me so they sent my service to another nearby. This also did not work. They told me to wait 24 to 48 hours. Meanwhile, I'm home alone with 2 babies all day with no cell phone service. I asked to cancel the service and receive a refund the same day I attempted to start it. That was Nov 26th. It is now Dec 13th and they keep telling me a refund is on its way, and I'm really irritated to not receive a refund for a service I never used and wasted a significant chunk of time on. I want my $56.10 back (chose the promotion 3 months 3 with 3 months paid, plus there was some sort of fee included).

  Business Response

  Date: 12/27/2022

  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: 12/27/2022

  The documents already submitted prove that I was within the time allowed to cancel. I canceled within hours! 

  Business Response

  Date: 12/30/2022

  Hello,
  

  In regards to this concern, a full refund has already been issued to the customer. The customer shouldve already received the funds back to their account. 
  

  Thank you, 
  Mint Mobile  
  

  
  

• Initial Complaint

  Date:12/12/2022

  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 signed up for celular service with Mint Mobile after reading on their website that international calls to ** would be free. I tried for the first time today to make a call to ** and got a message saying the call was not allowed.I contacted customer seervice who asked if I had screen shots of the free call, I did and I forwarded the screen shot. They then told me it was a mistake and calls to ** are not free, although that information was still showing on their website today.I feel that this is misleading and should not be allowed.

• Initial Complaint

  Date:12/12/2022

  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 cell phone through Sprint/TMobile and paid off the whole phone. Called Sprint and they were able to unlock the phone so that I may do with what I want with the phone. I gave the phone to my son and we decided he could have it. We then decided to go through Mint Mobile cell service. When we decided to go through another cell phone service we called them to cancel service and we bought a new phone through a new cell phone provider. When we went to go sell the phone that had service on Mint the phone was locked to Mint mobile. We have called them several times over the last six months and have gotten no where. They have said they didnt lock the phone and they dont do that. On their website it says there in black and white that they do lock phones even when you bring them over for I believe to be up to 45 days. People that work there-dont even know what is going on. I am getting no where with anyone. Have gotten hung up on and have spoken with supervisors. The supervisor told me once that they would have to escalate it and someone would get in touch with me. No one ever did.

  Business Response

  Date: 12/27/2022

  Hello,

   

  In regards to this concern, Mint Mobile does not lock devices not sold by Mint Mobile. We recommend the customer return to their point of purchase for the device. 

   

  Thank you, 

  Mint Mobile

• Initial Complaint

  Date:12/12/2022

  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 6/16/2022 I purchased a Iphone SE, a 6 month plan and the ****************** plan through Mint Mobile. On 12/9/22 I contacted Applecare regarding a problem with my phone and Applecare told me they do not show I have Applecare+. I was told by Apple I would need the Applecare+ agreement number. I contacted Mint Mobile and have yet to receive the information I need to use the Applecare+ plan I purchased on 6/16/22 for $79. I want my plan to be activated with Apple and to be able to use the plan I purchased.

  Business Response

  Date: 02/03/2023

  Hello,
  In regard to this concern, there is no AppleCare agreement number needed, the customer can
  just take it into any Apple store and they will be able to confirm that AppleCare is attached to the
  device.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/07/2023

  This is incorrect. I still do not have access to the AppleCare plan I purchased.

  Business Response

  Date: 02/14/2023

  Hello,

   

  In regards to this concern, the customer will need to refer to Apple to resolve this matter. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:12/12/2022

  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.

  Dec 6th ***** but it was for wrong plan. Never received email confirmation of purchase to confirm it was for unlimited plan. I didn't gain access to account until 12/10 and noticed plan was incorrect. Tried to fix it by selecting change plan and was charge ***** and no lobger 3 free months. Spoke with an employee who was suppose to reimburse me for the three months that were suppose to be free but they canceled line instead s******* up my service and now that it's canceled I'm told I can't be reimbursed for ***** because I made the purchase alone when the previous rep was going to credit the account for the 3 free months to balance it out before getting disconnected. I've talked 2 four people all either hung up on or chat magically disconnected. Just want my money back since I'm not able to use the service unless I pay more. She Was also to help me set up 2 lines on family plan but instead sent me a link. I asked for help and didn't get it only money and service loss. Not to mention esim had to reorder because first time service disappeared and wouldn't connect. On wifi without mobile data and told I can't receive text messages without it so forced to use my data.

  Business Response

  Date: 12/22/2022

  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: 12/22/2022

  the date originally bought and the date in which service was canceled is less than 7 days old so I'm still eligible for my refund since I mever got to use service that was ripped from me because of their employee mistakes

  Business Response

  Date: 12/28/2022

  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: 01/03/2023

  ************* was the mobile number on file I brought over via esim

  Business Response

  Date: 01/10/2023

  Hello,
  

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

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:12/12/2022

  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.

  12/5/22 - I was renewing my service with Mint Mobile that was to end on 12/7/22. I renewed service for 3 months only on 12/5/22. I was charged $113.42 on 12/5/22 and thought everything went ok. On 12/7/22, I found that Mint Mobile had stopped my phone service. I assumed that my original order had not gone thru. I then hastily redid my service contract to get my phone service back on. After resending in my order, my phone service went back on. When I looked at my charges online, I saw that Mint Mobile had charged me $113.42 on 12/5/22, and then an additional charge of $149.38. I then called Mint Mobile to inform them that I was charged double, and that a correction was needed. The customer service agent on chat told me that it was correct and that I had a 12 month contract with them. I told him that was incorrect and that I only wanted a 3 month contract, and I explained that I was charged twice. Customer service agent said he couldn't do anything since I already used data. I told him, how do I cancel service. He told me it can be cancelled after the twelve months. And he said that I had requested for the 12 months. If I had originally requested 12 months, why did they only charged me for the 3 month period. I told him this is shady business. He again said, there was nothing he could do. Now I am very unhappy with company. I would like to cancel the 12 month service and get a refund. But would be willing to keep service for the original 3 months and get a refund for the second payment.

  Business Response

  Date: 12/22/2022

  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: 12/22/2022

   

   

   

  I will wait for a response from Mint mobile.

  I hope we are able to resolve this complaint.

  But this complaint is not resolved yet.

   

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

   

  Business Response

  Date: 12/28/2022

  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

  Hi,

   

  I am still awaiting another response from Mint Mobile.

  I am asking them for clarification about the refund.

  I was charged twice, I asked Mint Mobile for a clear answer to their response of a refund.

  Yesterday I received a refund onto my credit card for $149.38 and my phone service was cut off.

  I am not sure if they will be refunding me for the balance of $113.42 which charged my account on 12/5/22.

  I have attached a copy of email thread.

  I will be reaching again to ask for more clarification on the refund and service.

   

  Regards,

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

   

   

  Business Response

  Date: 01/10/2023

  Hello,

  
  In regards to this concern, a full refund has already been issued to the customer on 1/03/2023. The customer shouldve already received the funds back to their account. 

  Thank you, 
  Mint Mobile  
  

  
  

• Initial Complaint

  Date:12/11/2022

  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 Mint Mobile service on 5/10/2021 and it worked great till about 11/1/2022 then our phones (2) both phones stop working properly we both have elderly parents that count on us my wife called once and I talked to them 5 or 6 times with no luck getting working it kept telling me that I was not on a registered network I had no choice but to go to new mobile service I paid mint $264.58 on 9/9/22,$264.79 on 11/13/22 and $15.00 for talk bot on 11/14/22 to get better help but no luck asked for a refund on numerous time and was told no? Why would I keep a service that does not work and they can't fix it we have no land line and sick parents time was a critical point!

  Business Response

  Date: 12/22/2022

  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: 12/22/2022

   The service stopped working on 2 of our phones they could not fix it why would I pay for service that does not work the 7 day return has nothing to do with it .It's are only way to communicate very poor help.

  Business Response

  Date: 12/28/2022

  Hello,

   

  In regards to this concern, we would be happy to help troubleshoot this matter, but in terms of a refund, the customer is outside of our refund policy. 

   

  Thank you,

  Mint Mobile 

• Initial Complaint

  Date:12/11/2022

  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 have been trying to get a few issues resolved....I was promised to be contacted, issue escalated and would hear from a rep in 24 - 48hrs NONE existed! Miint mobile is one of the worst companies I have dealt with and will make sure all of my followers hear me! The were supposed to fix my 2FA issues because I for some reason can't get into my account. I have done nothing to cause the issue...I just tried to access my account by signing in on a random day and when I place my numbers from my ****** Authenticator their website says that the number was invalid????? First call to Mint...they said they would email me with instructions to disable the 2FA, I did get the email but when I clicked on the link, it took me to the 2FA page prompting me to put in the 6 digits?? How lame is that? I got back online in a chat with support again only to be where I am now with the support chat agent promising me that he would escalate the issue and I would hear from someone and they would fix the issue on their end by disabling the 2FA...which they should have done initially in my opinion? 3 days later no email or anything from Mint....I have had other issues with mint also but won't mention any of those issues....I will not be a member of their service in the future and will let all of my followers to spread the word on how bad this company is! I wish I could get a FULL refund because they are ripping people off all day and night! MINT GET YOUR %#&* TOGETHER!!!! Next time I will be posting chat transcripts emails and video if possible to let others see this in action!

  Business Response

  Date: 12/22/2022

  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: 12/23/2022

  
  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 if the business compensates/credits me some type of refund for the bad service and slow response time.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:12/10/2022

  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.

  The referral credit is a complete scam

  Business Response

  Date: 12/22/2022

  Hello,

   

  In regards to this concern, the customer's referral credit was credited to the customer's account on 12/14/2022. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:12/10/2022

  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 the 26th of November, I purchased a year of phone service and a new ******* Galaxy A32 5G from Mint Mobile. The package arrived in a timely manner, but the phone was not even close to what I ordered. The phone included no manual and had a no-name charging cord. The big problem was that someone employed by Mint had: opened the box, removed the new phone, cord, and manual, and replaced it with a used phone of much lesser quality. I know it was used, because of the off-brand cord and the fact that the phone is so old that they don't even offer it for sale. I've twice been in contact with Mint about sending me the proper phone, but will not attempt to rectify the situation until I lose the only working phone I have (the second hand junk they sold me). I cannot be without a phone, as I am contracted as a first responder with my employer. I cannot be without a phone. I have no problem returning what they sent, but I cannot be without a phone for one to two weeks while they make it right for them.

  Business Response

  Date: 12/22/2022

  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: 12/22/2022

  I have been in contact with Mint via: ****************** email, and phone.   All I've received from them are lies and false promises.  Unless their next message is a shipping verification number, I've heard it all before. 

  Business Response

  Date: 12/28/2022

  Hello,

   

  In regards to this concern, we are currently working with our fulfillment team and the customer in this matter, we will keep the customer updated until final resolution is found. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 01/03/2023

  This has been over a month.  All I have is a list of unfulfilled promises and lies from Mint Mobile.  Repeatedly, they say, "We'll get that out to you," and "You should receive that email soon."   I never do.   I have filed a criminal complaint with their local police department.

  Business Response

  Date: 02/09/2023

  Hello,
  In regards to this concern, in regards to this concern, we have received the devices and a full
  refund has been processed in this matter.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/09/2023

  Your BBB message says that a refund has been issued.  That is not true.   This is simple.  Send me what I ordered, and I'll send you the used, inferior device, that Mint swapped my phone for.   
  
  I will not pay restocking fee, and I will not be out $100 for overnight shipping.
  
  I fail to see why this has been going on for ten months without the obvious resolution.

   

  jmm

  Business Response

  Date: 02/15/2023

  Hello,

   

  We apologize for the earlier miscommunication, we have sent the customer a pre-funded return label for the devices. Once we receive the devices, we will be able to send any replacement to the customer.

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 02/16/2023

  I have not received a postage paid return label.  Every label sent is, "postage due."
  I do not feel that I should be out 30 - 100  dollars (plus restocking fee), because somebody at Mint Mobile pulled my phone out of the box, and replaced it with used junk.

  Business Response

  Date: 03/01/2023

  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 
  

  
  

  Customer Answer

  Date: 03/02/2023

  Mint already has my number.  I've had dozens of emails, phone calls, tweets, and FB conversations.
  The number is ************

  Business Response

  Date: 03/06/2023

  Hello,

  
  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, to get the device returned and new device sent to the customer. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 03/09/2023

  Mint has my number and account information.   *************
  I have dozens of emails, and hours of phone calls with Mint.

  At the beginning of the week, they said that someone will reach out.  They have not.

   

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

  Business Response

  Date: 03/22/2023

  Hello,

  
  In regards to this concern, a full refund has already been issued to the customer. The customer shouldve already received the funds back to their account. 
  

  Thank you, 
  Mint Mobile  
  

  
  

  Customer Answer

  Date: 03/23/2023

  This response is patently false.  No refund has been issued to the card, bank account, or Mint Mobile account. They've said this before, only to backtrack weeks later, saying they claimed that in error.