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:11/26/2022

  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.

  My daughters phone is completely paid off, I have verification. I've tried over and over to have her phone unlocked my mint mobile and we get a different story everytime. Sometimes they've unlocked, sometimes they'll put in for it to be unlocked and sometimes they refuse because I don't have the order from more than a year ago when I got her phone. I just want it unlocked so I can switch to a less crappy carrier.

  Business Response

  Date: 12/10/2022

  Hello,

   

  In regards to this concern, the customer's device has been unlocked, there is no further action for us to take in this matter. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:11/26/2022

  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.

  Purchased phone and e-sim card and a year of service. They NEVER send the e-sim therefore NO service. The are saying that I didn't not purchase them. Even though it CLEARLY is on the invoice. I don't know how to upload the email invoice, but I can print it out and upload it. My printer is not working.

  Business Response

  Date: 12/10/2022

  Hello,

   

  In regards to this concern, if the customer could provide us with their order number, we will be able to resend the ** code to the customer.

   

  Thank you,

  Mint Mobile 

• Initial Complaint

  Date:11/25/2022

  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.

  This experience with Mint Mobile has up through this month (November 2022) been the worst experience dealing with a company in my 34 years of life. I have never thought to make a complaint to the BBB here goes.I initially paid $52.64 on August 27, 2021 for three months of service (through November end of last year). However, when I ordered phones which matched their bring your own phone guide (The guide said they would be completely compatible). They were not. I purchased three or four phones, none of which was compatible. Each time, they said there were on the phone. I called and complained they said they werent responsible, and no one each time explained the *** thing (when I finally got it sorted out in 2022 I figured out that it needed to be a *** phone ).I didnt get my *** until September 11, 2021. I was never able to set up the *** and when I asked them 1 month later (October 11, 2021) if I could receive a refund for the $52, where I never used 3 months of service. It was supposed to be 3 months of service for $45, Mint refused to supply a refund on October 12, 2021.The issues continued ... on February 27, 2022. There, I purchased 1 year of UNLIMITED service for $392.10. This I thought was a great deal. I was using an electronic ***, by then, I had found a phone that worked all seemed good. Except my phone broke, and they refused to send a replacement *** since I couldn't remember 5 numbers I last called when my phone was working. I called in June, July, September, and earlier this month in November. 3 or 4 times, I had agents give me the same spiel. That again, they wouldnt send me a *** without me remembering the 5 numbers. And they arent offering me the $450 total back, they just want to take the money, run and not give me a replacement ***.I have provided appropriate documentation. I would like to not have to take them to court but I will if need be to subpoena the records showing that I have not been using the service and it has not been provided.

  Business Response

  Date: 12/01/2022

  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: 02/27/2023

   It has been over 7 business days..  since they messaged me at the start of the month. I contacted my bank and there is no record of them trying to post the refund. I tried contacting Mintmobile but they have been ignoring my messages since the start of the year. Because I have waited the appropriate time and the bank says it doesn't show they have attempted, and I offered to do some other route for refund to them before and they refused, please reopen this complaint. Thank you I appreciate it.

  Business Response

  Date: 03/02/2023

  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:11/25/2022

  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.

  Was buying a new phone and went to Mint Mobile for a verification that the "Moto G 5g" plus was compatible with their service and they said it was. Now Mint Mobile is saying it is not compatible. I have a prepaid a contract till June ****. They refuse to do anything. I kept saying that your site was the one that approved it but they just ignored that. Tried several times by calling their service to try and resolve this issue of poor calls, broken speech, etc. Any help will be appreciated, thank you.

  Business Response

  Date: 12/01/2022

  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:11/25/2022

  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 ordered a phone and a phone plan for my daughter in august and received two phone instead of the phone and phone plan. I got ahold of mint mobile told them what had happen they told me to go to their website and fill out a return form with that happen and i did. I sent the phone back and when i called them they told me i would get an email within 24 to 48 hours with all the info on the refund and when i should receive it. Its not november 25th and i still have no email. when i called them they have no idea what is going on or that i even have a phone with them. I have called them, emailed them, chatted threw the web and i still have no answer or results. at this point they are just stealing money from me now and i feel very cheated.

  Business Response

  Date: 12/01/2022

  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, 
  ****************** 
  

  
  

  Customer Answer

  Date: 12/01/2022

  I have already returned the device in august. 

  Business Response

  Date: 12/08/2022

  Hello,

   

  In regards to this concern, we have been able to confirm that the device has been received, please allow up to 10 business days for the funds to be credited back to the customer's account. 

   

  Thank you,

  Mint Mobile 

• Initial Complaint

  Date:11/24/2022

  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.

  Less than 48 hours ago, on Tuesday, November 22, we called Mint Mobile to open an account for my mom (and transfer her line from T-mobile) and then to open an account for my dad, using my mom's account as a referral. And then finally to open an account for me, again using my mom's account as the referral account. My mom's small ($15) 4G account was $55 for 3 months (plus an additional 3 months under the current Black Friday promo- so $45 plus taxes), my dad's ($20) 10G account was $71 for 3 months (plus an additional 3 months under the current Black Friday promo- so $60 plus taxes), and my ($30) account which was unlimited was $104 for 3 months (plus an additional 3 months under the current Black Friday promo- so $90 plus taxes).First, it took an entire 2 hours working with a phone agent to pay for 3 accounts & activate 2- she assured me the first account was being used as the referral account for the other two- and that the first account would be $60 + $90 credit (so $150 in credits), and the referred accounts (my dad's and mine) would each get $15 off.But she constantly paused and asked her supervisor for assistance while muting the line. We have not received any emails or any info to indicate the accounts were opened using the referral. She took the credit card information several times over the phone- while she said she paused the recording, but only time will tell if we possibly have other charges on that credit card.It took a ridiculous amount of time to set up the first 2 accounts. THE worst user experience I've received- and I'm a UX professional. The agents had no idea how to set up the phones.When I called back a half hour later to set up my account, I found an agent who breezed me through in 5 minutes!MY biggest complaint- other than inept service (I use that word judiciously), is that there is zero indication the referral credits are processed ($150 for mom, and $15 each for dad and me). The phone agent assured me she was doing it.

  Business Response

  Date: 11/30/2022

  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: 12/01/2022

  The accounts in question are as follows:

  ************ (this is the referral account - ************************* - it should receive a $60 credit for my dad's account opening, and $90 credit for my account opening).

  My dad's account (*******************) is ************ and should receive a $15 credit for the account opening (being made through a referral) and then this account which is the $20 plan for 3 months (so $60 total) should be giving $60 credit to my mom's account (************).

   

  My account (*************************) is ************ and should receive a $15 credit for the account opening (being made through a referral) and then this account which is the unlimited $30 plan for 3 months (so $90 total) should be giving a $90 credit to my mom's account (************).

   

  I do understand that credits do not land in the accounts until 15 days after activation and the accounts were purchased and activated on 11/22 - but there are no pending referral credits listed in my mom's account.  So please let me know that this is going to be credited to her account ($60 and $90) and that my dad and I will each get $15 credit.  The person I spoke with over the phone said there was no problem buying all accounts at once, even though I said my mom was opening her account first and would be referring my dad and me to Mint Mobile.  

  I have also message through the chat feature and was told not to worry- this would be corrected but I do not see any indication of pending credits.  

  Business Response

  Date: 12/08/2022

  Hello,

   

  In regards to this concern, the customer's account have been provided with the referral credits. 

   

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 12/09/2022

  The credits are not in the account. 
  my moms account was the referral account *************) and it should have received $60 credits for my dads referral *************) and $90 credits for referring me *************) 

  In addition, my dads account *************) and my account *************) should receive $15 each as accounts that were opened through a referral. 
  

  What I see right now:

  mom has $0 in credits. Not $150

  dad has $0 in credits not $15. 
  

  I have $90 in credits it appears, not $15. This is incorrect. I do not get $90 for opening my account from my moms referral. I should get $15. 
  

  But the total owed by the company is $150 + $15 + $15= $180.
  Not $90  

   

  Moreover, I discovered yesterday they charged my mom somewhere between $20-60 for a *** card for her and my dad, when I was told that a *** card is replaced free up to twice a year, but definitely when an e sim is not functioning properly  

   

  I filed another complaint last night due to the *** card charges  this company has given me all sorts of mixed information over their chat service and over the phone  

   

  I am seeking a refund of the *** card charges- which appear to be either $9.95 times 2 or $9.95 x 6  the app is confusing regarding this  but its either $20 or $60  

   

  thabj you for your help  Ive never filed a BBB complaint and am shocked to have to file another one against them  

   

  Business Response

  Date: 12/28/2022

  Hello,

   

  In regards to this concern, the customer has received their referral credits. 

   

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 01/03/2023

  I am not accepting the response because we are still arguing about my dad's referral credits.  My mom has received her credits, but dad has not received his $15 credit for using my mom's referral.  My dad's phone number is ************.  (My mom received her credits- her phone is ************.  My number is ************).

   

  My dad, mom, and I all started our accounts on November 22, with my mom's account being the referral account.  Dad has still not received the $15 referral credits for using my mom's referral.  Again his number is ************ and he needs his $15 credits for using mom's number for a referral.

   

  Best regards, 

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

  Business Response

  Date: 01/10/2023

  Hello,

   

  In regards to this concern, the refer a friend credit for the last account was added to the account on 12/14/2022. 

   

  Thank you,

  Mint Mobile 

• Initial Complaint

  Date:11/23/2022

  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.

  Mint Mobile is the carrier I use on my smartphone. In January of 2022, for $180 not including taxes and fees, I purchased 12 months of prepaid service from Mint Mobile which included unlimited calling and texts, and 4 GB of high speed cellular data per month and unlimited throttled data after the high speed data amount is depleted.Since Wednesday October 26th, 2022 I have had no service on my iphone. No calls, no texts, no data.There is simply no network connection to my iphone. I have an active account at Mint Mobile. Since this issue started I have spoken to no less than 9 customer service agents at ******************, switched to new **** at Mint Mobile's instructions no less than 4 times, and spent countless hours trying to resolve this issue. I have missed many extremely important calls and messages.I also called Apple's support staff to make sure that my phone was functioning properly. After diagnostic tests they assured me my phone is functioning perfectly and advised me that the issue is from the carrier's end. Additionally, I tested service on my phone with a trial sim from another carrier which worked perfectly, further confirming that the problem is indeed with Mint Mobile's service. I sought customer tech support from ****************** but despite multiple attempts with multiple tech support staff we were not able to resolve the issue. Approximately three and a half weeks ago one of the tech agents gave me an issue ticket (CRT-47339) and said they would follow up with me I have still not heard back as it relates to this ticket. I've talked to Mint support staff through 3 different channels (In-app support, phone, social media) throughout these weeks and have not been able to come to a solution. Sometimes after talking to tech support the service starts working, but only for a couple of hours before the issue comes back and I have no service again.Currently, I still do not have any of the services I paid Mint Mobile for.My Mint account number is my phone number.

  Business Response

  Date: 12/05/2022

  Hello,

   

  In regards to this concern, if the customer could provide us with their address, we will be able to better assist with this concern.

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 12/06/2022

   Dear ****************,

  My address is ****** *************************** 11419

  Looking forward to your response.

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

  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
  

  
  

  Customer Answer

  Date: 12/16/2022

  Hello *** **************** of today no one has reached out to me from Mint Mobile. Since I filed this complaint I have ported out my number and switched providers. The 2 month period of no service was harmful to me and unacceptable. You or a team member may contact me at ********** to discuss this further. At this point I would like a refund for the period of time that I remained without service.

   

  Best,

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

  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
  

  
  

• Initial Complaint

  Date:11/23/2022

  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.

  I utilized a trial period with this mobile provider months ago and required intervention by the BBB to have money owed to me returned. I awoke this morning to learn that this company, with which I have had no further dealings, deducted $130.28 from my bank account. I have now been on the phone for 1 hour and 20 minutes to resolve this issue. I have asked to speak with a supervisor more than one dozen times. Moments ago, I was informed that the supervisor is refusing to speak with me. With this money being fraudulently taken from my bank account, I will not be able to pay my bills, including gas, electric, water and health insurance. I am disabled and cannot be without health insurance. I was informed by the representative that I would have my money returned in 7 to 10 business days. This is a holiday week/weekend which will delay the return of my money. When I informed the representative that this was unacceptable, I was informed that my money would be returned to me within ***** hours. A short while later, the representative informed me my money would be returned in 10 business days. Again it's a holiday weekend. In addition the representative said "in 10 days" not "within 10 business days". Can you please help me get my money returned? If I have to file fraud charges with my bank, I will have to wait for a new debit card. If it takes 2 weeks(because of the holiday) to have my money returned, I will have no money. I currently have $4 in my wallet.

  Business Response

  Date: 11/29/2022

  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: 11/29/2022

  I absolutely do not accept the response provided by this business. 3 months ago they said they closed my account as I requested. However, during the latest fiasco I was informed that they had mistakenly left the account open which is why they deducted over $130 from my bank account. I spent over 2 hours on the phone with them the same day I filed this complaint. At that time, I provided every bit of information they requested, including the phone number attached to the account. Due to their incompetence, I have had to have a new debit card which I am waiting for. Because they wrongfully took money from me, my cell phone has been disconnected, my internet has been disconnected and my homeowners insurance has been canceled. They were provided with any and all information they could possibly need. I further do not understand this response because at the end of my 2 hour conversation with a representative,  I was told they would return my money within ***** hours. Of course, I still have not had my money returned. 

  Business Response

  Date: 12/05/2022

  Hello,

   

  In regards to this concern, we understand the customer's frustration in this matter, based on the information provided, we have been unable to locate the customer's account. If the customer could provide us with their ****************** number, we will be able to further investigate and resole this concern. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 12/08/2022

  
  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:11/23/2022

  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've been fighting this since my wife and I signed up for a year with Mint in June. Prior to that, we used their free sample SIM card to try out the service. Everything worked fine. Then, we tried three months, where everything was ok. Finally, we signed up for a year, prepaid, and this is when the problems began. I have an iPhone, and she has an Android phone. We worked with support to troubleshoot the issue, and nothing worked. Finally, after days of time spent working with their support people, who often wouldn't reply for days or weeks at a time, they claimed there was an issue in our area and that "engineers were working on it", with no estimated time to resolution. I asked if this was the root cause of our issues. They said yes. I then asked, "So for the last 6 months, there's been an issue that your engineers are working on and haven't fixed?", to which they repeated "engineers are working on it" with no ETR. I asked for a refund on my wife and my remaining time, since they weren't fulfilling their obligation to provide us with service, to which they said they don't give refunds. I'm filing this complaint in hopes that I can get a refund for my wife and I. My and her IMEI/personal information can be furnished upon request.

  Business Response

  Date: 11/29/2022

  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: 11/29/2022

  They are failing to provide the service they agreed to provide, thus they are in breach of our agreement as buyer and seller of a service. By breaching that agreement, they render it null and void and are obligated to provide a remedy, in this case the acceptable remedy is a refund for our remaining time. They cant refer to their policy and then ignore their duty as seller to provide the primary service that is the very reason for their business. It would be like me selling my consulting services as an IT Consultant and then not showing up and keeping their money because I made up a no refund policy.

  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:11/22/2022

  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.

  A year ago i spent 1000$ on a iphone 12 and a a plan and applecare they sold me. my phone was stolen 2 months ago and i received a lock phone that is locked to mint from apple. They wont remove the unlock i call apple and they say i they have to but they refuse i just need to use my other sim card i still use their service.

  Business Response

  Date: 11/29/2022

  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: 11/30/2022

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

   

   

  
  35 ****** ****** 0 unlock my phone i bought from you atop giving me the run around saying its not in the database

    Obviosly it is or i woudnt be locked to mint