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:11/21/2022

  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.

  OVERVIEW: Have requested a $360 refund for a 12-month unlimited calling plan from Mint Mobile, no resolution after 37 days.On October 3rd, 2022 I ordered two 12-month calling plans and a new phone from Mint Mobile (order# MMO_939356). We received the items within two days. I am currently using, and satisfied with, the phone and the associated 12-month plan. The second twelve-month plan was intended for my wife's old phone, which the Mint Mobile website said would work on their network. She activated the plan on October 8. After six days and three calls to their technical support, we were unable to make the service work on her phone. We applied for a refund for her $360 12-month calling plan within the specified 7-day refund window, on October 15, through the Mint Mobile website. The website sent an email which went to my spam folder, indicating that I had incorrectly applied for a refund. On November 1 we contacted Mint by phone for the first time. The representative informed us in order to refund the one calling plan, all items on the original order would have to be returned. They issued refund ticket numbers *****, *****, and *****. We argued that this was not acceptable. When we refused to return my working phone, they cancelled the refunds.On November 18, I finally spoke with a representative who understood the issue and agreed to process the return for the single calling plan only, and said he issued return ticket #CRT49935 and would email us confirmation. The next day November 19, having not received email confirmation, we called back and discovered that this ticket had been cancelled without follow-up because it had been directed to the wrong department. We had another return ticket created, #CRT47413, and again were promised a follow-up, which we still haven't received. Multiple messages to Mint Mobile via various social media platforms have gone without significant follow-up. Multiple Redditors advised creating a BBB complaint for resolution.

  Business Response

  Date: 12/05/2022

  Hello,

   

  In regards to this concern, we have processed a refund in this matter, please allow up to 7 business days for the funds to be credited back to the customer's account. 

   

  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 I have already received the refund as I requested. I find the outcome of this complaint sufficient.

  
  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  Date:11/21/2022

  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 never recieved my refund which was due over 3 months ago. Every time I call customer service for ********************** they just dance around the fact that they still owe me money. This is beyond rediculous.

  Business Response

  Date: 12/05/2022

  Hello,
  

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

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 12/07/2022

  
  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 if upon providing the necessary information they have asked for, that they then actually process my refund. This is the order number, MT2060016. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

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

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:11/21/2022

  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.

  Mint Sim is using deceitful tactics again. I called them and requested a refund because I need the cash (I'm broke) and am switching to a free government ************ would think that they would be sympathetic. Instead, I was told that I'm too early in the contract to let go no matter what. They couldn't care less that I'm broke. Now, a couple of years ago I was in a similar situation with Mint Sim. I was also early in the contract but received a refund. So their word is worth nothing. I have been a client since 2015 and this is the treatment that I get? Guys, stop being crooks. You break people out of the contract early, don't lie and say it's impossible. I need the cash for necessities so PLEASE LET ME GO. My number is ************.

  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: 12/05/2022

  My Mint Mobile number is ************. You may mail me at ***********************

  Business Response

  Date: 12/12/2022

  Hello,

  
  In regards to this concern, we have investigated this matter with the information provided 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:11/21/2022

  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 was a delighted customer until I received my third phone (line) from Mint Mobile last week. I am no longer a happy customer!!! The customer service department has no idea what customer service is!Even though I have received Mint Mobile's "IT's ALIVE email twice, nothing can be further from the truth. My phone has never been alive and is DEAD, DEAD, DEAD!Each time I call their customer NO SERVICE department, I have to repeat all my ID information even though I refer to ticket # CRT-*****. Each time I am told by Mint Mobile CS they will resolve the issue, but they have not so far. I am told that it will be resolved in 3 days. It just has not happened even though an email is sent and indicates that it is resolved. UNACCEPTABLE, I want a new phone and/or new sim card. This is horrible service and I will be sending all three phones back and filing a complaint with the BBB.I am ANGRY that no one is permitted to serve the customer.I was happy - your level of service has now caused me to be very UPSET - for no reason.

  Business Response

  Date: 11/23/2022

  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 concern. 
  

  Thank you, 
  Mint Mobile 

  
  

  Customer Answer

  Date: 11/23/2022

  
  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:11/17/2022

  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.

  Mint Mobile, refuse to refund me the July phone plans I pay in advance.

  Business Response

  Date: 11/23/2022

  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: 11/23/2022

  my refund does not refer to the current account I had with Mind mobile, my request to refund is for the previous prepaid account I paid in advanced advanced started I. July 2022 good til July 2022 Mind mobile must prorate a refund for the advanced service paid.

  Business Response

  Date: 11/30/2022

  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:11/17/2022

  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 had previously filed a complaint with the BBB against Mint Mobile. Mint Mobile's response to the BBB and me was to say "they would respond." I got one email from them saying they would fix the problem. Nothing happened.Crickets. No one. ever emailed me again or tired to call me. I have been calling every day for my refund. I sent back a phone that I had bought from Mint Mobile and the *** card because I could not use the plan and they said they could not refund me until I sent the phone back. Today is November 17th. They received the phone and *** card that I sent back on October 28th. I called them after that and I was told that it would take **** business days. The 10th business day went by no refund. I am owed $300. I called them again I was told the "warehouse" has to check the "condition" of the phone now. When I asked them why I was told it would take **** business days to get my refund and that was not true customer service had no answer. I was told I would get my refund on the November 15th by a "supervisor". That did not happen. Then I was told by another supervisor that I would get my refund on the 17th. That did not happen. When I tried calling again and I was on the phone with someone who said they were a supervisor that person hung up on me. I will be filing a lawsuit against Mint Mobile at this point.

  Business Response

  Date: 11/23/2022

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

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:11/17/2022

  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.

  Mint Mobile has a referral program. If I refer someone, I will get a credit. I referred my brother on October 12, 2022, and he signed up the same day. I contacted Mint customer service on 6 different occasions because I had not received a credit. I have been told each time I will be contacted within ***** hours but have never been contacted. Each time I have had to reach out to them and never get this issue resolved. I contacted Mint on 10/28, 11/2,11/7,11/10,11/13, and 11/17.

  Business Response

  Date: 11/23/2022

  Hello,

   

  In regards to this concern, we have provided a credit to the customer's account, that can used towards their next recharge.

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:11/17/2022

  Type:Delivery 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 sim car *** 11/03 i paid for overnight shipping all i got was an order number MT2269101 since then i have had no contact. I have reached out to mint on three occasions and get the same story that they are shipping it but there is a guarantee for overnight that the order will be processed within **************************************************************************************************************** circles, I want a full refund

  Business Response

  Date: 11/23/2022

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

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:11/17/2022

  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 3 month data plan from Mint (it cost me $53.36 USD) and used esim for this data plan. I was able to use 1 month of this data plan when accidentally my number for this data plan was deleted. I tried to install back and nothing helped to get it back. Unfortunately Mint customer service hasn't been helpful with that. I'd like to request a refund for the data that I haven't used and will not use as I can't get my number back. At the moment Mint says that I can't receive the refund but it doesn't comply with my customer rights as I have paid for the service which I can't use.

  Business Response

  Date: 11/23/2022

  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: 11/25/2022

  Thank you for looking into this issue, but this answer from Mint is unacceptable. The answer that I can't receive a refund because there is a rule for 7 days seems strange to me. According to which law is it placed? I have bought a data plan from them that is still active but which I can't use due to Mint's inability to deal with the issue regarding the activation of the esim number (that they have given to me) and it just proves that they don't want to take any responsibility for their service. I'm very dissappointed with Mint and how they are dealing with this issue. Is there any other way I can request a compensation for the service that I haven't gotten from them?

  Best regards!

  Maija

  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 
  

  
  

• Initial Complaint

  Date:11/16/2022

  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 signed up online, today August 16, 2022. I was charged $105 for six months of mint mobile service. The payment went through but my phone will not make calls, send texts or access the Internet. *** spent over six hours on chat with this company, I cant call them because they have disabled my phone. They told me they couldnt help me right now and they would look into it. I am without a phone! So I went to the ******* store to see if they could help me and they said my phone has been disabled somehow. They are not able to Offer me service which means my iPhone 11 is completely useless because of Mint Mobile. I am at a loss as to how a cell phone provider can do so much damage to a customer and simply wash their hands of them. There must be more regulation! This is unbelievable. I am supposed to drive across the ******************* tomorrow but I have to cancel it because I will have no maps. I am a business owner without a phone for an unlimited amount of time. I just cant get over how terrible this company is!

  Business Response

  Date: 11/23/2022

  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 concern. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 11/23/2022

  I reached out to them on ******** and they told me there is nothing they can for for me. Im looking for a solution to the enormous problem they created in my life. Not just a Refund for what I paid (the service never worked so thats a given). Thats not enough. I lost my phone use for over a day and spent over eight hours on chat with them. I want to know how they can make it up to me. They are doing this to SO MANY CONSUMERS and there is no repercussion.

  Because they ruined my phones ability to make calls, send text and use the internet I also spent 2 hours with ******* and it cost me $85 to get emergency phone service. I didnt even have time to shop around because they made my situation dire. They are responsible for that.

  Business Response

  Date: 11/30/2022

  Hello,

   

  In regards to this concern, we have provided the customer with a refund and the customer has ported out. 

   

  Thank you, 

  Mint Mobile