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:12/02/2022

  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 let Mint Mobile know it wasn't working from the beginning. I've spent HOURS trying to get it straightened out. Requested to talk to a supervisor but was denied. Been told a few times ******* would call me back within the hour, but didn't. Been cut off in the middle of a conversation and not called back. Let the reps hear the message I got from T Mobile('??) when I tried dialing out. I complained long before my "Grace ******* was up. This is nothing but pure deceptive practices. I paid them $50+ up front and want my money back. They told me I am "past my grace ******* to receive a refund, even though I complained it wasn't working from the start.

  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:12/02/2022

  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 2 new phones and two lines on Black Friday and once I received the phones and activated the **** I instantly started having issues(site issues, tech issues, phone issues), I called ** and even they were having issues accessing my account, I wanted to return one of the phones and was told I could and walked through the process, the next day I received an email saying Id have to return both phones and the line **** since they were purchased together and was told Id get a shipping label, none came. So I called back and explained that ** leaving mint because of the email saying I had to return everything and was told Id get a return label within 24 hours, that time passed and I did not ************* so I called back and the ** Rep said Id been emailed a label but after checking mail and junk mail I didnt have a label so she told me it would be resolved today and shed call me back, that was many hours ago and nothing has changed. I dont understand why they cant just email me the label so I can return these ASAP. Ive talked to many people and been told many different things. I just want to return and be refunded. It shouldnt be this hard.

  Business Response

  Date: 12/08/2022

  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:12/02/2022

  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 purchased mobile service on the phone on 20 November 2022. They never got my cell phone working. They kept hanging up on me kept hanging up on me like five times because he could not figure it out on the FaceTime. I told him I just want to cancel so I cancel within three hours, they told me I had to fill out a online form which I did and it said successfully uploaded to their system. I called back customer service to verify that they did get that. They informed me that they did. They told me I would get my money back within 24 to 48 hours , I called back 48 hours later they told me since the number was activated I have to wait 7 to 10 days and I told him my phone never got activated I never got it going. I had to go next-door to use my customers phone then they told me that I have to wait 7 to 10 days to get my refund and we have to do a refund within seven days of time of purchase which I did it the same day , I called them the back every three days they told me that they did receive the refund that I will be getting a refund of $56.76 for me to be patient. I called back again another three days they said yes its on the system. I called back today on the 10th day they told me that I never Submitted a cancellation letter a refund which was a lie because several of their employees told me that they did receive it now theyre telling me that they cannot give me a refund because I did not do that within 7 to 7 days which is a lie I have witnesses. I have call logs that Ive been calling them and they dont want to give me my money back so I told him I would call PayPal which I did. I made a complaint on them. I also made a police report with the ****** police department, and Im going to be uploading PayPals case number and h*** pass a police department case number with my mint account number. Thank you for your time.

  Business Response

  Date: 12/08/2022

  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: 12/12/2022

  
  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:12/02/2022

  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 referred a friend on Mint, sent them my link. They used it, but neither one of us received the promised referral credit. I spent about an hour both on chat and calling customer service to ask why that happened. Mint has records that I sent my referral link and that that friend subsequently signed up. He told me that he used my referral link, but regardless, I believe Mint has records showing that I referred this person and that theyve been signed up. We are both due the referral bonus.I had given up on that, since I already wasted enough time with Mint trying to get a simple answer as to why we didnt get the referral credit. Today, I again tried to ask what I thought was a simple question, which is how can I ensure that if I refer anyone else, we will both get the promised referral credit? Instead, I wasted half an hour and the agent who was supposedly trying to help me was absolutely useless. I believe that Mint has a widespread issue of not adequately training or equipping agents to be able to provide any assistance. This is a frustrating waste of time for your customers. I would like to send you a transcript of that conversation, which you may have saved in your records.I am filing this complaint to ask Mint to add the referral credit for both me and my friend who I referred. I am also seeking a clear answer to how I can ensure that the advertised referral credit is honored in the future.

  Business Response

  Date: 12/08/2022

  Hello,

   

  In regards to this concern, if the customer could provide us with the numbers that were used for the referral we can further look into this matter.

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 12/09/2022

  my cell is ********** 

   

  I referred ***********************;**************

   

  Neither of ** got a referral benefit.  He said he used my referral link, which I sent him a few times via Mints app.

  Business Response

  Date: 12/15/2022

  Hello,

   

  n regards to this concern, referral credits have been added to the customer's wallet balances.

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 12/22/2022

  Mint has only partially addressed my complaint. Please reread it and address it fully. That would include issuing a referral credit to the person I referred, ***************************, I already provided the phone number at Mints request.  Here it is again 

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

   

  Also, in my original complaint, I noted that I have wasted several hours trying to get help on this matter from Mint customer service agents.  Was told that despite the fact that I sent my referral link to my friend, something done via mints site (so presumably they are aware) But I was still not able to get a referral credit because even though he used my referral link, he obtained a mint Sim via Amazon.  It sounds to me like Mint is not honoring its referral offers and this perhaps will turn into a class action lawsuit if in fact it is the case.
  

  Regardless, I clearly asked how to ensure, if I do a refer in the future, that Mint will provide the credits as specified?

   

  The BBB process is helpful but cumbersome.  I request Mint Respond forward to my complaint, and frankly I think men should provide an additional credit due to the amount of time I have had to spend, hours on the phone with their customer service agents on at least two different days, and trying to get them to answer this complaint.

• Initial Complaint

  Date:12/01/2022

  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.

  Good Evening BBB representative,My husband, *************************** and I recently switched over the phone service for our family. Unfortunately, my phone is defective, the finger print sensor does not work nor do group texts work. When activating the phone the instructions stated that we should remove the finger print sensor cover. It did not have one. This phone is a return or refurbished phone being passed off as a new phone. I have spoken with three representatives and instant messaged twice. After being disconnected on the phone as well as the instant messaging app I called back and asked to speak with a supervisor. **** refused to transfer me to a supervisor. We ordered the phones on October 12,2022. We were not mailed or emailed an invoice. My husbands phone number is ************ email **************** My contact information is ************ email [email protected] look forward to a prompt, no charge replacement of this defective product. Respectfully,******************************

  Business Response

  Date: 12/08/2022

  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:12/01/2022

  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.

  December 1, 2022. I have been on the phone with several Mint Mobile customer service representatives for several hours today to resolve a simple issue which has now escalated into a very serious one. I was promised by Mint Mobile (through your Mint Mobile website and through speaking directly with a Mint Mobile customer service representative before I purchased a ***** ******* Galaxy S10e from Mint mobile) that I would be receiving all five accessories seen on mintmobile.com. I also have on record a Mint Mobile representative confirming that I would receive all 5 items. I opened the box today, and only the sim card ejector tool and small data cable were included. The travel adapter; usb adapter; and AKG headphones are missing. The box was sealed and undamaged when it arrived. I called Mint Mobile several times today, December 1, 2022, and have been told that, "no supervisors are available" (by the first representative), I was then told that, "all supervisors are in a three-hour meeting" (by the second representative), and I am now on the phone with a third, "supervisor" just minutes after I was told that, "no supervisor would be available for at least three hours". This supervisor informed me that the 3 missing items cannot be sent to me unless I remove all of my personal apps, repackage this phone, and ship it back to Mint Mobile. While I wait for Mint Mobile to resolve their mistake. I purchased this phone to use beginning today. I've transferred all my personal information and apps while setting it up today. How can I function without the phone I've purchased? This is unreasonable. I want the three missing accessories promised to me in the first place by Mint Mobile. This is no way to treat customers who purchase phones and plans from Mint Mobile in good faith. This is bad faith on the end of Mint Mobile. Please deliver the three missing items to my home address ASAP. I'd also like a form of compensation for the time I've wasted today. Thank You.

  Business Response

  Date: 12/08/2022

  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:11/30/2022

  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.

  I renewed my service with mint mobile for 12 month plan. Before I renew, the customer representative told me that I can pay in 3 months increment instead of paying the full 12 month all at once. But the online service page only has one "pay" button, and when I clicked that, it automatically took 12 month full payment from my credit card (I have never seen this before, for all other online payment, they would ask for your confirmation before processing the payment). Then I called customer service and requested for a refund of 9 month, which will be $135. The customer representative told me that she processed the refund and I will be refunded in **** business days. But soon the request got denied. So I called again, and the new representative told me that I cannot pay in 3-month increment. I told her the previous two representatives said I could. After checking my previous call records, she said she would make an exception for me and submit a special request for the $135 refund since the previous representative provided me the wrong information and she apologized for the confusion. I double checked with her that I will still have the 12 months plan and will be in service, she confirmed that. And she guaranteed that because it was a special request, it would not be denied. Two days later, I was out of service. I called again and found out that the request got denied again. And without contacting me, they refunded me the whole 12-month fee I already paid and cut off my service. During the whole process, I never received any notice that the request was denied, nor did I receive any information saying that they ended my plan. I have spent over 5 hours back and forth on such an easy request and still I am out of service, right before Thanksgiving holiday. It will be really inconvenient for me without phone service during holiday. Now I want my service back with the original 12-month plan and I want them to allow me to pay in 3-month increment.

  Business Response

  Date: 12/06/2022

  Hello,

   

  In regards to this concern, we apologize for th confusion, our payment plans are currently only for our family plans and not individual lines. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 12/06/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, the complaint is resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:11/29/2022

  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.

  Hi ,My name is ******** was a happy mint customer for an year . I was happy with the service and recently even extended my annual subscription to a year more. About 10 days ago I was moved to a new location for office related assignments in omaha. That's when issues started cropping up with mint service on my Phone .The issues are :-> If i call somebody , either i couldn't hear them or they couldn't hear me-> Text messages not delivered or received at times.-> Even i see signal on my phone , if somebodycalls me they directly end up in my voicemail-> Last but not least the customer care simply disconnects the chat when they can't resolve my problem (please pull chat history with my email id with your support you will find out)People and my manager started complainingthat I'm unreachable on my cell phone all the time which is very important to be reached in my line of work. That's when I reached out to customer support to resolve my issue. They troubleshootedhours , made me remove and insert sim cards etc etc.. but the issue is not resolved .They opened an issue with the Engineering team (CRT-51179) and they came back saying that the issue is not from their end. But I still see problems on my phone. I can't use the service at all. Finally after reaching them multiple times they came up with an answer that i need to change my handset .My question is why should I change my handset ? - the same handset was working with Mint for a year and even now other service providers work on the same handset without any issue (I tried ATT & boost) .That's when I came to know from my colleagues at the office that they faced the same problem with mint and they simply switched to different carriers as mint couldn'tresolve their issues . I could tell myself from chat that the customer servicefollows the same troubleshooting steps and continues the chat session for hours and simply disconnectsit when they don't see a resolution (i experienced this multiple times).So all I am asking is to resolve my problem or refund my money back , as I don't want to pay for the service which I am not going to use .Thanks,Rama C6308548452

  Business Response

  Date: 12/06/2022

  Hello,
  

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

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 12/08/2022

  
  Better Business Bureau:
  
  
  My mobile number is present in my initial complaint itself - here is my number again - ********** 
  
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 12/15/2022

  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:11/29/2022

  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 was ***-Mobile customer for 16. I switched to ****************** last month. Terrible Idea. Mint says the use T-Mobile towers, but I can't get service on my phone. I'll estimate I've called them 10 to 15 times. Each time, they make me repeat everything (must not keep notes), and tell me they will help me fix this and then the line gets disconnected or they make me turn the phone on and off two to three times and then say I just need to wait and it will be fixed. It is not fixed. The phone I bought was from them, off their website, they said the phone is not compatible with their service and to buy another phone from them. That makes no sense, how do I know if the next phone, that I buy from you, will be compatible with your service, if this phone wasn't? I tried to return the phone and they are going to charge me a bunch of fees + shipping and handling to return the phone that they sold me, that doesn't work. I had a representative tell me someone will reach out to me with a manager to get this resolved and nothing has happened. I use my phone for work and this is having a major negative impact on me and they literally could not care less. I have explained every single time I call, my phone is only working when I am connected to Wi-Fi. I pay Spectrum for my Wi-Fi, so if my phone is only going to work when it is connected to my internet...why are you charging me for a service you wont let me use? Every time I call for help I point out to them, that under settings it says I am connected to 3G/2G and that I think they have me listed as under the wrong connection since they keep mentioning they are having 3G connection issues. I didn't even know 3G was a thing. I was supposed to be on 4G/5G and my phone is compatible with 4G or 5G. They tell me it doesn't matter that it says 3G, its correctly connected, but then they can't explain why I don't have service. I can't even get text messages unless I am connected to my home Wi-Fi. Terrible service. Terrible customer service.

  Business Response

  Date: 12/06/2022

  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:11/29/2022

  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 recently decided to try Mint Mobile again, but do not get good service where I work. I was also not getting texts and missing phone calls randomly. I began service on 11/15/22. I decided to move back to visible because ******* works better in my area, mint uses T-Mobile. I reached out on 11/29/22 to get port information and request a refund. I do not expect to get the first month back, but I did expect to get the remaining unused months back. I was told by ******* he couldnt refund me and I had to cal in. *** attempted to call in several times and spent a total of 138 minutes on hold, never getting to speak with a rep. ** should not be this difficult to get refunded for unused service. Especially when the provider makes you pay multiple months at a time. I just want to be refunded and move on. Enclosed are screen grabs of ******* and I on the chat.

  Business Response

  Date: 12/05/2022

  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: 12/05/2022

  This is unacceptable and bad business practice. There is no reason Customers should not be reimbursed for unused MONTHS of service when they are forced to buy in 3 month increments. 

  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