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:12/10/2022

  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.

  Mint Mobile's referral program and promises $45 credit to the referrer and $15 to the refereed person (new customer). They refused to fulfill the terms of their offer. I called in twice to customer service (which I should not have to do) and created 2 "tickets" to rectify their "error:. They have simply been ignored one after the other.This certainly is deceptive advertising and I would assume illegal. It has been over 2 months since service was activated by the new customer.Referrer (*******************) ************** Referred (*********************) = **************

  Business Response

  Date: 12/22/2022

  Hello,

   

  In regards to this concern, the customer has received their referral credit on 12/14/2022.

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 12/22/2022

  
  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:12/09/2022

  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 and service from Mint mobile and on three occasions spoke with them on the phone not working- the phone has never worked and they said they reset the service and it didn't work- then the second call they said they would ship a new sim card- never received it- then third call they said they would reset it and it still didn't work- I spent hours on the phone with them to include this evening another hour and no resolution- they cant give a refund due to the length of time since receiving the phone and I feel they have strung me along with no resolution.As I asked for a refund since there has been not one minute of service used by this phone ( it was purchased to give to my mother as a gift ) and since it was hours on phone support with no resolution I threw it in the drawer and forget about it- till I received a renewal notice which upset me. hence this complaint so if there maybe is something that can be done to either one refund me for something I haven't received service for or something that is customer service as I have received absolutely none except long times on the phone price for phone which doesn't work- $139.00 price for service not used never worked not even for one minute- $130/00

  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 
  

  
  

• Initial Complaint

  Date:12/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2022 I paid for 12 months of service with Mint Mobile. I have not had any service since September. Troubleshooting has not resolved the issue.In August 2022 I reported to Mint that I had no or very intermittent service at my home and in my neighborhood. They offered troubleshooting and trying a different *** card. Their resolution didnt resolve the failure to provide service. Mint also did not inform me that there would be a charge for the *** cards.In September I contacted them again via chat through their app to request cancelling the account and a refund. I received no follow-up to confirm that this conversation ever happened. Mint has no record of it.While waiting for a follow-up, I paid for service with another company, and watched for an email from Mint. It never arrived.In December I followed up with Mint again. I was told the problem was possibly my phone, and the tower they were using. Both were changed. This did not resolve the issue.(Additionally the agent informed me that my phone was carrier locked, putting the problem outside of Mints responsibility. This turned out to be false.)I followed up the next day and asked for a refund. My call was disconnected all three times. The last agent informed me that Mint does not offer refunds after 7 days and even though I could submit a request, I would not receive a refund.I have spent hours with customer service, paid for the replacement sim they recommended, and spent hours chasing down the false information they gave me that my device is carrier-locked. Record of my chat in September somehow was never made.Originally I just wanted a partial refund for the months of service they are not providing (8 months). A full refund for the plan would be be minimally appropriate after all of the time I have spent troubleshooting and being given faulty information.I paid 263+ for the original plan, and more for the *** card.Attached are records of my payments and no data usage.

  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
  

  
  

• Initial Complaint

  Date:12/08/2022

  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 signed up with Mint Mobile 3 days ago and have yet to receive any service yet. I have been working with tech support as they attempt to resolve my issue and have had no resolution. I have talked with over ten support persons and done all they have instructed. I was told I would receive a $10 credit to my account which I did NOT receive and I have paid for service which I am not receiving.

  Business Response

  Date: 12/22/2022

  Hello, 

   

  In regards to this concern, we have reviewed the customer's account, we have added a $25 credit to the customer's account. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:12/08/2022

  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 was offered a credit of 18 months of service due to issues with my phone service with Mint Mobile by a customer service representative named *************************** the week of 12/4/2022. I was never provided the credit and when I called back later the same week I spoke with another customer service representative that told me they would check with their supervisor and call me back. They never called me back. I then called customer service on 12/8/2022 when I was told by a representative that a credit is not available. I am requesting assistance from BBB to help me obtain my 18 months of credit.Respectfully,-********** ************

  Business Response

  Date: 12/13/2022

  Hello,

   

  In regards to this concern, we have provided a credit on the customer's account as resolution for the service issues. 

   

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 12/13/2022

  On 12/8/2022 a customer service leader explicitly (EMP ID # ******** told me that I would be credited 18 months of service. I have only been credited with 6 months of service. I am requesting that an additional $180 dollars be credited to my account as I was promised (calculated with the $15 per month plan).
  Respectfully,
  -Mac

  Business Response

  Date: 12/19/2022

  Hello,

   

  In regards to this concern, we understand the customer's frustration however at this time we are unable to provide any further credit to the customer's account.

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 12/20/2022

  Is the conclusion that Mint is choosing not to honor the credit that was offered by their own customer service leadership?

  Business Response

  Date: 12/28/2022

  Hello,
  
  in regards to this concern, we have found no note of a 18 month credit being offered, we have provided the customer with a $90 credit that can go towards their next renewal. 

   

  Thank you, 

  Mint Mobile 

   

  
  

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new ******* phone from Mint Mobile. The cost was $179. The phone arrived and was not able to be activated. Back and forth with Mint Mobile and ******* for days to find out the phone is locked from another carrier. Once that was determined, many more calls to Mint to get the issue resolved. Every representative that we have dealt with has lied. Every night they tell us that they have updated our ticket and will be sending an email with the postage paid label with 24 hours. The following night we go through the same process. I am currently on the phone with them again tonight. The issue is Mint sent us a locked phone and they are not resolving the issue. They are giving us the run around lying. They have told us several times that they have sent a prepaid label, but nothing is in email. We verified email address and checked spam. This has been going on for weeks. A few of the Ticket #'s are CRT # *****, *****, *****. We have spoken to ******* ******* **** and ***************We just want to send the phone back and get a new phone that can be used. In the meantime, we have no phone, but we are paying the monthly service fee. This is unacceptable customer service. We have a phone that does not work that Mint sent us and we want it resolved.

  Business Response

  Date: 12/13/2022

  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: 12/14/2022

  
  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.  Mint needs to send us a postage paid shipping label to return the locked phone that they sent me and give a full refund. This process has taken several weeks. If this is not resolved in a timely manner, or they do not reach out as they have stated, I will be making another complaint. 
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:12/07/2022

  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.

  See Complaint ID # ********. You closed this because the business said they issued a refund, well they DID NOT. As of 12/7/22 there is NO refund of money as they said, and this is the same response they have given me for 3 months. One response from them to you said they would reach out to me ASAP, and NOTHING. I paid for 6 months of service in which I did not use 1 day due to lack of NO service from the provider. Please HELP.

  Business Response

  Date: 12/13/2022

  Hello,

   

  In regards to this concern, the refund has been resubmitted, we apologize for the delay. Please allow up to 7 business days for the funds to be credited back to the customer's account.

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:12/07/2022

  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.

  Signed up for a six month extension for phone service on June 13. No expiry date specified at that time. Now the period is ending Dec 10, because they say they count a month as 30 days (which is different). I made arrangements for a new phone and service to start on Dec 13, so will be without any phone service for 3 days. Unacceptable!

  Business Response

  Date: 12/12/2022

  Hello,

   

  In regards to this concern, we understand the customer's frustration, however per our terms and conditions our billing cycle is every 30 days, not on a monthly basis. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 12/12/2022

  I hear the response from the business. However, every correspondence and communication (email and website) from them had specified 6 months. 6 months and 6 periods of 30 days are not the same thing. And no expiry date was ever specified until it was too late for me to do anything about it. This caused me much stress and many issues, and I have been without phone service for 3 days because of it. For them to blandly say their 6 periods of 30 days each is the same as 6 months is not a good enough answer.

  Business Response

  Date: 12/19/2022

  Hello,

   

  In regards to this concern, we understand the customer's frustration, however we are unable to extend the services past the 30 day allotment.  

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 12/20/2022

  Obviously it's too late now to do anything about the harm caused, by extending the period to rectify the situation. So I will just leave this ******************* on the company. They did not resolve my issue caused by their misleading lack of attention to detail. My point remaining is that 6 months is NOT the same as 6 periods of 30 days each.

• Initial Complaint

  Date:12/06/2022

  Type:Order 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 had been using Mint Mobile for nearly three months and everything was working well: calls and texts were coming in and data was working fine. I came back from travelling and after about a week I realized I wasn't receiving calls. I could send and receive texts but no calls. I did not use an international plan while travelling, only connecting to WiFi when needed. I called Mint Mobile and they said the phone was locked with the previous carrier. I found this strange because the phone had been working fine for the first three months. I called T-Mobile (the previous carrier) and they said the phone was not locked. I have called Mint Mobile five times now, troubleshooting in various ways and my phone still won't receive or send phone calls for more than a month. I have been given no clear answer as to why it's happening. I feel like I've wasted my money by renewing the plan with Mint Mobile.

  Business Response

  Date: 12/12/2022

  Hello,

   

  In regards to this concern the customer will need to reach out to their former provider to request for their device to be unlocked.

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 12/13/2022

  I have already called the previous carrier and they said the phone is not locked. The phone was working with Mint for for several months before it stopped. I can still receive texts but not phone calls. This is a waste of my money and time. 

  Business Response

  Date: 12/19/2022

  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:12/06/2022

  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 signed up for Mint Mobile and paid for one year worth of service. This month, December 3rd, 2022, I had to cancel with six months remaining of the twelve month service. One of their selling points is no contract and cancel anytime. I canceled and I inquired about a refund of the remaining unused balance. Since the account was closed, I was informed they could no longer help me, or make changes to the account and they had no idea who to contact in regards to a refund equaling $90. Since this is a no contact service, I have not broken a contract and I have a right to a refund. Phone number is the account number. **********

  Business Response

  Date: 12/12/2022

  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: 12/12/2022

  The phone number was disconnected December 3rd and a complaint was filed December 5th. This is well within the companies 6 days disconnect policy. Please take into consideration that I placed a call to a representative December 5th and she told me that she could do nothing for me, hence, a BBB complaint was filed December 5th. So - I do not accept thier fraudulent statement. 

  Business Response

  Date: 12/19/2022

  Hello,

  
  In regards to this concern, if the customer could provide us with their ****************** number, we would be able to further investigate this matter, as we have been unable to locate an account with number provided. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 12/21/2022

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

  Customer Answer

  Date: 12/22/2022

  Account number for ****************** is: ************.

  
  

  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: 12/31/2022

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