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: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 purchased 3 months of cellular phone service from Mint Mobile and after the first month, I couldnt receive/ make calls or access data.I spent 2 hours on their chat support ( with Rep. name *********) who walked me through getting a new eSIM card, yet my service still wasnt activated.The service LITERALLY stopped on the first day of my second month. Both the chat support representative and the email support representative denied me a refund because they said I was out of their 7 day grace ****** policy.But I still have 2 full months of service left that is paid for and Im not able to call, text or use data THAT I PAID FOR.How is that fair? My service is deactivated because of Mint Mobile issues not non payment.I had to go and pay for additional cell phone service from another carrier.I dont understand how they can just shrug their shoulders and keep my money like that.I want a refund for the 2 full months I'm not able to use.

  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
  

  
  

• Initial Complaint

  Date:11/29/2022

  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.

  On 11/04/2022 I started a 7 day free trial of Mint Mobile cell service. I then purchased a plan for $45.00 , which is 3 months of cell phone service. First they said they couldn't port my number, so they gave me a temporary number. All the sudden, weeks later, they said number ported! Well it's not. I have contacted them several times and followed all their directions. Sent all info numerous times. It's been almost a month now, and I still don't have a working number that can receive calls! My critical ticket number is CRT- *****. I want a working number. I am elderly and disabled and have not had a working phone number for a month! They are not currently responding to me . Can you help me get a working phone number, that I've already paid for? Their customer service number is **************.

  Business Response

  Date: 12/05/2022

  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: 12/05/2022

  
  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:11/29/2022

  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 was charged on 11/2/2022 for a total of $202.90 for my phone service with mint for their 12 month plan. The day after, my phone has been out of service due to not paying their service plan. I again paid them $202.90 on 11/6/2022, afraid of risking losing my number. Afterwards, requested for refund via mint mobile chat support. I had been promised a refund since then and yet to have received it. It has been "refunded and process on 11/17" but it hasn't been reflected on my credit card statement. I have been overcharged for using mint service and I am demanding a refund

  Business Response

  Date: 12/05/2022

  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: 12/10/2022

  
  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,
  
  ***************** Eng
  
   
  

• Initial Complaint

  Date:11/28/2022

  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 believe it is a total lack of reciprocity with current Mint Mobile customers when they launch a very interesting promotion just to capture new customers, and current customers cannot also benefit from this promotion. Anyone who believed in the company before is not privileged by it. I also want to be able to buy 3 months and receive another 3 months free of charge, just like any other existing or non-existing customer in the company's control Dez 2022

  Business Response

  Date: 12/05/2022

  Hello,

   

  In regards to this concern, we understand the customer's frustation, however our current promo is for new customer's only. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:11/28/2022

  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.

  Ive been with mint mobile for 13 months now by force. I tried to leave at 9 months but they told me I had to have service for a year before I can leave even though I paid my phone in full on the first day. I then offer to pay the remaining 3 months of service right then and there but they wouldnt let me. 12 months come and I call them again to leave and they tell me I cant leave because I dont know my order number. So now Im basically stuck with a service that ***** and disconnects every day I use it. My phone boy is paid off and *** served my year sentence now my only option is to buy a new phone!

  Business Response

  Date: 12/05/2022

  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:11/27/2022

  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 have referred two customers, my boyfriend and my mother. I used the link in both cases but for whatever reason the referral link did not show on their end so despite the fact that I can prove that I brought them each of these customers and I used the referral link, they will not honor their offer. I have spoken with four different agents that promised that they were taking care of the credit and it would show up in days only to find out that they did not even give me a valid ticket number. I feel scammed that I was enticed to bring my contacts over to this company and they did not stand up to their promise. My number is ************. I referred both ************ and ************.

  Business Response

  Date: 12/12/2022

  Hello,

   

  In regards to this concern, credit has been added to all three accounts. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:11/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started an account with Mint Mobile in June 2022. I agreed originally to pay $30 a month for 2 cell phone lines, totaling $120 (with taxes and fees) every 3 months to be automatically deducted from my bank account. On September 18,2022, there was $261.90 removed from my bank account for the following 3 months (until December 17). I looked at my Mint Mobile account today and it showed $120 was taken for Sept. 18th. and not the $261.90 that was actually taken out. My next bill for December 17 is back to $120. I have called 3 times about why they took that much out, and no one can tell, let alone speak clear English. They have refused to let me speak to a supervisor, nor will give me a refund for the difference between the $261.90 and the $120 that was originally agreed be taken out for my bill. I feel something is wrong with this.

  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

  I am not asking for a refund for the full amount, just the $141.90 that you illegally took out of my bank account on Sept 18, 2022.  My agreement was $120 every 3 months for the phone plan.  However, you took $261.90 out of my account on 9/18/22, but on my online account, you had $120 that was taken out.  The day after I turned this into the BBB, you had gone back and added 2 payments onto my account of $130.95 to total the $261.90, and back dated it. Can you tell me what this payment was for????  I HAVE PROOF OF THIS!  But you know what thats ok, because when I put this out on social media that Mint Mobile is a bunch of crooks, we will see how much more business you get.  

  Business Response

  Date: 12/16/2022

  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:11/27/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had mint mobile for the last year plus. The phone number I had has been my number for 20 years. November 6th my phone was stolen when I was out of the country. I purchased and mint mobile sent me a new Sim card, but was unable to activate my old phone number. After a week of dealing with them unsuccessfully I switched carriers And mint mobile said that porting the number to the new carrier would be no problem, but the number seems to be lost in cyberspace. Their customer service was condescending, unhelpful, seem to be reading from a script, and every time I dealt with one person and they created a ticket. The next person never was able to see the ticket.

  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:11/27/2022

  Type:Sales and Advertising 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 January 21, 2022 I purchased an annual mobile plan from Mint Mobile for $180.00. I was already an existing customer at the time and I saw the value in paying annually, rather than the three-month plans that I had previously purchased.At some point in May 2022, I'm pretty sure, I was notified via email from Mint Mobile that my (2018) 3G ******* Galaxy J3 would no longer be supported on the Mint Mobile network. On Thursday, November 24, 2022 my mobile network stopped working, except for access to emergency calls. I called Mint Mobile customer service and spoke to a woman named ********. I asked for a refund for the remaining, just shy of two months of my service fees, and for the $3.63 in my wallet, and for the remaining $5.68 in my International roaming wallet.Precious told me that Mint Mobile does not issue refunds because the funds were prepaid. She said the balances in my wallets and annual service charges were "already used," and therefore, could not be refunded.I asked to speak with a manager and she told me, no. She reiterated multiple times that the funds were already used and that Mint Mobile didn't owe me anything.In the middle of my paid-in-advance service plan, the Provider shut it down, forcing me to buy a new phone or not be able to use the services (I am not going to buy another phone). Mint Mobile owes me the remaining monies in my account. If I were a banking customer and had money in my account and needed to close it, the bank would issue me a check for the remainder.I absolutely expect the same from Mint Mobile. They are liable and responsible for the payment owing.Terrible policies under the guidance of a privileged/entitled actor.

  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

   Changing a policy in the middle of a contract without the consent of the other party is fraud. Mint Mobile owes me for the monies remaining.

  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:11/26/2022

  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 paid a year in advance and then canceled mine and my sons service and theyre not refunding the unused portion. Its well over $440.00 that is still owed to me. I was not on a contract, so the money needs to be refunded.

  Business Response

  Date: 12/10/2022

  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: 12/10/2022

  I paid in advance for a year. On two phone lines. If a refund is not received, I will be forced to file a claim in District Court. 

  Business Response

  Date: 12/16/2022

  Hello,
  

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

  
  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 12/20/2022

  My cell number with Mint was ************. PLUS, we also had my son's number on my account as well - TWO lines pre-paid for a year.

  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