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:12/06/2022

  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 Oct 1, I purchased a Mint Mobile kit from Best Buy and gave them my name and number so that i could refer my mother to Mint Mobile, which would give both of us credits towards future purposes. On Oct 2, her ************ was activated. A week later, on Oct 15, I called Mint Mobile to enquire about the credit on my account, which I couldn't see. They told me that they saw the referral on my account, but that it takes two weeks for the credit to show up. Today, December 6, I went to look for the credit again because it's time to renew my mother's account, and the credits still aren't showing up. I called one person at Mint Mobile who said this was a minor glitch in the system and he would contact Tech Support to manually enter the credits. Somehow, that call was dropped and I called back and got another person. It was a woman, and she told me that purchases made at Best Buy are not eligible and that there is no credit on my account. After repeatedly asking to speak to a manager or supervisor, she kept putting me on hold and then coming back on the line to tell me the same thing again. Finally I told her that this was a bait and switch, that nowhere on the website does it say that you can't purchase the kit from Best Buy, and that I want my credits due. Then I asked her why she kept lying to me, at which point she said "that is the process of Mint Mobile." At that point, I asked her, exactly, "Are you telling me that's the process? That is the Mint Mobile process? To lie to customers?" And she replied yes. Believing her to be a completely off balance at this point, I disconnected the phone to try to contact someone else via chat. On the chat, an unknown human entitiy told me that I wasn't able to use a kit purchased from Best Buy, ****-mart, or Target. NOWHERE on the website does it say this....and I've still not got my credits for Referring a Friend. It's not a lot of money, but I feel I do have it coming. Thank you.

  Business Response

  Date: 12/12/2022

  Hello,

   

  In regards to this concern, in order to refer a friend the customer will need to use a refer a friend kit or their referral link that is created upon activation of their own Mint Mobile account.

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 12/12/2022

  If my complaint had been read at all, it would be evident that I have already complied with their demands. 

  Business Response

  Date: 12/19/2022

  Hello,

   

  In regards to this concern, since the customer did not use their referral link or a refer a friend kit, we are unable to provide credits to the customer. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:12/06/2022

  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 of transaction: Nov 6, 2022 Total amount: $98.93 Your Order Number: MT2278400 What was ordered: 3 momth + 3month unlimited data plan Email used for order placement: ************************ Phone number used on the line: ************ IMEI of the phone: *************** / 54 Phone used: unlocked Pixel 4a5g Email on account(?): **************************** I gave this plan to my brother, who activated it about on November 21st. He has not had good data service at all. We have tried contacting Mint support maybe twice, technically three times, and there has not been a resolution yet. I even posted about it on Reddit, asking for a refund and the option to port out... Or the option to port out, while being given another SIM with the remaining days, so I can still salvage what's left of the plan day wise - which I think is more than fair, considering that the service hasnt been very usable. After posting on Reddit, the post was removed by the mods there. I am also unable to reach out to "Mint Mobile ****", who is someone people say to contact. He doesn't accept direct messages, and I am unable to open a chat request with him. Service shouldn't be this much of a headache to get working. I've used many carriers and MVNOs over the years... Never had data issues this widespread.

  Business Response

  Date: 12/12/2022

  Hello,

  
  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, for security we will need to confirm a few things with the customer before releasing this information. 
  

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:12/06/2022

  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 November 20th, 2022, I purchased 2, 6 month phone plans, through Mint Mobile during their promotion of buy 3 months get 3 months free. I never received an email confirmation with an order number from Mint Mobile. I checked my wifes and my phone compatibility on the Mint Mobile website and confirmed both of our phones were capable of eSim activation. When we tried to activate our phones both did not work. We contacted customer service and no troubleshooting they provided fixed the issue and were told to order physical Sim cards. We received the physical Sim cards on November 22nd, the activation still did not work. We contacted customer support and were told the problem would require being elevated to their technical department and it would take ***** hours. I was going on travel and another 3 days of no phone service was unacceptable. We switched back to our original cell service provider, and were able to activate our phones using their eSim. (Proving the issue was with Mint Mobile, not our cell phones) I tried to request a refund through the Mint Mobile website, but since I did not have an order number the refund was not accepted. A customer service representative emailed me on November 23rd asking for the first 6 digits of my credit card, the last 4 digits of my credit card, the Mint Mobile phone numbers I was trying to activate, and the amount including taxes. I responded that same day and never heard anything back. I called Mint Mobile customer service on December 1st, 2022, and was told during that call that there was no record of the refund request and it was now passed the 7 day money back guarantee window. I forwarded the customer service representative the emails I had received/responded to on November 23rd, to prove I responded and Mint Mobile did not do anything with the information I provided to process my refund. They re-submitted my refund with the email proof from November 23rd but I still have not received a refund.

  Business Response

  Date: 12/12/2022

  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:12/05/2022

  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 placed an order for an iPhone and a new line plan from mint mobile on Nov 19. My order ID is *********** received the product on Nov 28 and submitted a return request on Nov 29. The customer care agent told me on the call that the refund will be processed soon and I would be getting a shipping label soon that I should use to return the products. I even received an email confirming the same (see attachment). The request ID was ********* waited for a few days but did not receive any shipping label. Because of this, I raised another request after 5-6 days and received a response on Dec 5 that I am no longer eligible for a refund (See attachment). While they state that refunds can be processed till 7 days, I fail to understand why they have stopped my refund! This is highly irregular as I had contacted them the very next day of receiving the product. I need my refund as I worked hard to earn my money. And this is giving me mental stress and anxiety. I am as it is a person who is going through a lot mentally and this is adding on to it. Please help. This is fraud!

  Business Response

  Date: 12/12/2022

  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, 
  ****************** 
  

  
  

• Initial Complaint

  Date:12/05/2022

  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 plan from Mint Mobile. I brought my own phone with me from another carrier.I was told that my phone would work on the Mint mobile network. I was told that it would take up to 72 hours for my phone to be unlocked from the other service. I waited past the 72 hours believing that I would be contacted by Mint mobile to tell me that my service was up and running. I received no call, but instead began by making the first of many calls to customer service, and then to their technical support . I had many dropped calls/hangups by the customer service/technical support . Hours of frustrating conversations where it seemed as though each time that I was going back to the beginning, or getting an entirely different answer as to why I didn't have service. One conversation resulted in a referral to the engineers with a ticket number given to **** am now three weeks with no service at this time other than text messages. I am 72 years old, my wife is 75 with some health issues , so that a working cell phone is important to me. I am sorry that I ever switched plans, and wouldn't recommend Mint Mobile to anyone. I plan on filing a complaint with the **** as well as the *******************************

  Business Response

  Date: 12/12/2022

  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:12/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered Mint Mobile phone service and a phone on 11/27/2022. The phone was received on 11/30/22, but Mint has been unable to activate service, despite 6 calls from me. They have continued to promise an email to me with an activation code and n E-Sim, but I have not received one email. I finally gave up and requested a refund and return authorization info the phone on 11/3/22. They promised an email with RMA, but nothing, so I called back this morning and spent another hour on a call. This time, they promised to text and email immediately, but again, nothing. It appears this is a scam.

  Business Response

  Date: 12/12/2022

  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:12/05/2022

  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 august of 2022 I Decided to purchase mint mobile prepaid for 3 months, which ended on November 25,2022.. on November 14, 2022 i paid to extend my prepaid account to an additional 6 months by paying $165.31.. on November 25,22022 mint mobile went into my account and took out an additional $239.81 out of my checking account without my authority.. they claimed that because my renewal toggler was on, that, thats why more money was taken out..i have called them on numerous occasions for the past few days, and all they keep saying is that a mistake was made on their part, after I renewed, and they also took my money, but they state that they put me on a year long prepaid for $360.00.. i told them that i did not asked to be in for a year, cause i my not want to be with them past the 6 months..they agreed to give me my $239.81 refund once it was sent to the proper department..a few days later, i receive a text informing me that upon their investigation, that they found it was past time for them to issue a refund.. no refund can be issued.. i called them again, and told them, that their was no mistake on my part, and that i appreciate theyre return the money they took a second time after i already paid..

  Business Response

  Date: 12/12/2022

  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 10 business days for the funds to be credited back to the customers account. 

  
  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:12/04/2022

  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.

  This is a redo, original complaint #********. I mistakenly gave the wrong vendor. On 9/19/22 I paid Mint Mobile $51.35 and agreed to service for my land based phone system. I checked compatibility and was told it was good,(mei#). On 10/24/22 I was able to activate my service after an almost month long battle with Straight Talk Wireless for my porting pin so I could transfer. I was having problems getting connected so I called Mint. They told me they could not provide the service they promised. I asked them for a refund but they said I waited too long, but they would look into it. I also asked them for a porting pin so I could move to a carrier who could provide service.They said they would have to verify my account, ( the problem I had with straight talk ) I said I have been on the phone with for a half an hour and you don't know who I am? They would not send me an E-mail or phone call to verify. I must put their sim card in a working cell phone. This is ridiculous. I have used no phone time or data because I can't with my equipment. I have a cell phone , but I am not putting their card in my phone.I would like a refund because they could not deliver what was promissed and I would like to keep my phone number that I have had for over 40 years. *************

  Business Response

  Date: 12/16/2022

  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:12/04/2022

  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.

  My telephone number is ************. I purchased the cell phone, sim card, and data plan from Mint Mobile. However, I cannot use the data at all. I contacted Mint Mobile, but they couldn't give me any useful information.

  Business Response

  Date: 12/10/2022

  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: 12/10/2022

  
  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:12/03/2022

  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 recently purchased a cell phone service through Mint Mobile on November 16, 2022 for $90 plus fees and taxes totaling $105.57. The total payment was supposed to offer me 3 months unlimited service plus 3 months free unlimited service for a total of 6 six months of unlimited service. After paying and completing the steps as outline on their website, my service did not work eventhough their website claimed my service should be activated within an hour. The next day 11/17/22 I reached out to their customer support by chat to express my concern about my service not working. I was with the customer support for 1 hour and they could not get the service to work. At which point I got frustrated and said if they cannot get my service to work refund my money. Mint mobile support said they can certainly refund my money but it might be beneficial for me to speak to a technical support representative through their 800 number. So I called their 800 number as a last resort and the Mint support had through the phone got my phone to work. I immediately told the Mint support over the phone to ensure that my service do not get cancelled by the previous support team member that I was chatting with on their website since the phone is now working. On 11/19/22 my service stopped working. I called the support line and was told my service was cancelled because they refunded my $105.57. I told them that should not have cancelled my service. The mint support staff told me that she will charge me again for 6 months unlimited service $226.85, she will immediately refund $121.62, since I am still supposed to be on the promotional period with 3 months unlimited service free. She assured my refund will be processed within 7 days. It now been 13 days and I havent received my refund for $121.62. Instead I am being given a run around. I have spent approximately 8 hours on calls with Mint Mobile support and non of the Mint Mobile Support staff can confirm when my money will be refunded.

  Business Response

  Date: 12/10/2022

  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