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:11/13/2022

  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 and paid in full for a phone I was told would be unlocked. The phone service I also purchased came with a full 7day guarantee. The service was horrible and I could not make or receive calls. I cancelled the service on day 5. The phone is locked and I am getting the run around with them unlocking the device. I paid $1,099 in full for this device and now I have no phone which I use to run my business. This is an extreme hardship to me. They claim to have excellent customer service and I have now ***** hours with no help. Phone calls, several chat messages, different answers every time. I was just told my only option is to go buy a new phone. I need help please. Im not the first person theyve done this too https://www.trustpilot.com/review/www.mintmobile.com

  Business Response

  Date: 11/17/2022

  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: 12/01/2022

  I have not been contacted by the business. I do not know what additional information they are needing to resolve this issue. 
  
  *****************************

  Business Response

  Date: 12/06/2022

  Hello,

   

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

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:11/12/2022

  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 have been in contact with Mint Mobile each day for the last 8 days about unlocking my phone, which was originally purchased through Mint as a bundle. The phone is fully paid for, and I have done everything asked of me by customer service, yet they will not unlock my phone so that I can switch it to a new provider. I have been given a different story from nearly every representative. Excuses have been made to buy them more time. I have been hung up on by a supervisor. I have been given multiple promises of a follow-up call back, even from a manager (******), and there has been zero follow through. I call each day, typically to find out that my tickets have all been closed (without notifying me) because its my issue and not theirs. I have been to Apple to try to get their support, but they have never heard of this type of issue. The false promises, a rude manager (***), and over 12 hours on the phone with Mint have me feeling angry and helpless at the same time. They are simply trying to get rid of me on the phone and wipe their hands clean of me since there is no physical store or even a way to speak to specific employees, even with an employee ID. My phone is being held hostage and I cannot get anyone with actual training in this area to speak to. The poor guidance of Mint representatives have me without a functional phone on my phone line that has already been switched to a new provider. I repeat - this has nothing to do with an outstanding balance or a lack of action on my part. I have done everything, actually more, that theyve asked me to do. My property is being controlled by Mint and after 8 days and hours and hours on the phone, this is completely unacceptable. I have had nothing but trouble from every Mint customer service interaction since the day I started the service last year.

  Business Response

  Date: 11/17/2022

  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 
  

  
  

• Initial Complaint

  Date:11/11/2022

  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 tried mint mobile services out one month free great service no problems so I chose to continue with mint mobile I paid for the whole year.3 months into my services with mint mobile I cannot make a call or it takes too long for the call to go through and it sits there showing calling for at least 2 to 3 minutes if the call do go through then it is so garbled I can't hear the other person and they can't hear me I am a security officer I need my cell phone when things pop off you only have seconds not minutes I have called mint mobile several times spoke with several operators who keep telling me there is no service in my area 3 months ago I had service now I don't have any service so when I asked for a refund they tell me they can't refund me my money because I'm past the 30 days I want my refund because I cannot use their services that's no more than fair I'm not asking for the full refund I accept a partial refund subtract for what I have used 3 months and pay me for my other nine I cannot use their services I do not have a signal and I'm tired of fighting with them they keep giving me false ticket numbers when I was troubleshooting they can't hang up on me telling me we going to reset you to a new tower and hang up and laugh one operator just started laughing in my ear didn't even realize she hadn't hung up yet I want my money I cannot use your services give me my money back that's all I want my money back mint mobile deceived to me they lied to me

  Business Response

  Date: 11/17/2022

  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: 11/19/2022

  Various representative have told me I would receive a refund and gave me confirmation numbers I will send you the confirmation numbers send me my money. Mint mobile is the WORST cell service, customer service, employees, worst customer resolution 

  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:11/11/2022

  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.

  They lied about coverage and turn off my signal. I ********* to southern ********* atleast once a week and although they claim to have coverage up where I go to I cannot get signal and have gotten lost multiple times. They refuse to refund anything or give any sort of support on how to fix the issue other than to use wifi. They dismiss issues and block/ban/delete anything negative said about them. I'm going to attach a photo of what it says when they turn off my service. It's not my personal photo it's once I've gotten off the internet but it says the same thing on my phone.

  Business Response

  Date: 11/16/2022

  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:11/10/2022

  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.

  On October 24, 2022 I purchased a phone and 12 months of the 4GB plan from mintmobile.com. My order number is MMO_947513. The total purchase price was $277.22. When I turned on the phone I noticed it said Metro by T-Mobile and was preloaded with T-Mobile apps that you cannot uninstall. That was the first red flag. While the phone was able to be activated and the talk and text features work, the data does not. It will only maintain a connection on the 2g network which makes the data basically unusable. I have called Mint customer service at least 5 times to get this issue resolved. They send me round and round with troubleshooting, changing the **** sending a new sim card, sending in tickets for a refund even though I never asked for a refund. The issue is not my service area. The issue is not the **** The issue is not the sim. I tried the sim in an old phone and it connected to 4g without issue. The issue is not a refund. I do not want a refund. I want an exchange under warranty for a phone that actually has working data that I have already paid for.I am baffled at how such a straightforward issue keeps getting mishandled. I purchased a phone from Mint. I was sent ***-Mobile phone that does not work. I would like an exchange for a working phone under warranty.

  Business Response

  Date: 11/16/2022

  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: 11/17/2022

  
  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:11/10/2022

  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 a Mint Mobile customer. I have switched from Mint to a new carrier, Spectrum. My phone contract with Mint expired on 11/05/22. On 11/01/22, I contacted Mint to let them know my SIM card needed to be unlocked from them (Mint) so I can switch to my new carrier before 11/05/22 when my contract would be up. I was given a PIN# and an Account#. I was told it will take ******** to complete the unlocking process. Move to today, 11/10/22. After multiple contacts, my phone still remains locked to Mint, and my service contract has now been expired since 11/05. It explains in my new carriers instructions that service must be on with your (then) current carrier in order to transfer the phone over with the new carriers SIM card. Not only is the phone still non transferable by still being locked, but it is now my 6th day with no service. Even when the phone does get unlocked, without the service under Mint, I dont know what or how the new activation process is to proceed. Mint has offered me no information on anything. The only time I can try to find information is when I reach out to them. I have contacted them 7 times, n of course each time I speak with a different agent. Who feeds me nothing but lines of ******** (excuse me) They also have $10 credit of mine on file for a reimbursement on shipping charges that they say they wont refund. Im disabled and live alone. I need my phone service. Here Ive paid for one week of service with Spectrum, and havent been able to use one minute.. frustrating! The excuses are getting ridiculous at this point. I have repeatedly sent screenshots and repeatedly given ID numbers to Mints ********************************* ticket: *********

  Business Response

  Date: 11/16/2022

  Hello,
  
  In regards to this concern, the customer's number was ported out on 11/16/2022. There is no further action for us to take in this matter. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:11/10/2022

  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.

  On October 3, 2022 I placed an order (Order # Mt2190688) on mintmobile.com for the following bundle:Product Quantity Price iPhone SE Bundle (3rd generation) 1 $599.00 Device: Apple iPhone SE (3rd generation) - (Product)Red, 128GB 1 Subtotal: $479.00 Plans: 12 MONTH, 10GB PLAN - SIM KIT 1 Subtotal: $120.00 Subtotal: $599.00 Shipping: FREE 2-3 Day Shipping STATE SALES TAX: $29.32 Recovery Fee: $20.50 FEDERAL UNIVERSAL SERVICE FUND: $0.78 MD PREPAID WIRELESS E 911 FEE: $0.60 FEDERAL COST RECOVERY CHARGE: $0.03 FEDERAL COST RECOVERY FEE: $0.02 Payment method: Credit Card Total: $650.25 I received my order on October 6, 2022. On the morning of October 7, 2022 at 10am I activated my sim and transferred my number to Mint. When I inserted my mint sim card into the new phone, the phone would not accept the sim card and gave me an error that it is not compatible and to contact my carrier to unlock the phone. I contacted Mint Mobile via their in app chat and spent 2 hours talking to a service rep who could not resolve the problem. She told me she would enter a tech support ticket to unlock the phone and would send me the ticket information via email. She said that the unlock would take ***** hours and ended the chat. When I did not receive any email about the tech support ticket by 7 pm that day, I contacted Mint Mobile via phone. After another 2 hours on the phone trying to resolve the problem the support person told me that the only option was to return the entire bundle and that I had to submit a request for the return via the Mint Mobile web site. When I asked how I could do this and maintain phone service and my phone number, he had no answer. I then contacted Apple support hoping they would be able to resolve the problem but was told it was the carriers problem and Apple couldnt help me. The phones SN: GT446VH4C4 and EMEI: ***************

  Business Response

  Date: 11/16/2022

  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
  

  
  

  Customer Answer

  Date: 11/17/2022

   They are incorrect in saying that I did not request the refund within 7 days of activation.  I received the phone on 10/6/2022 and activated on 10/7/2022.  I notified them on the problem on 10/7/2022 and was told by Mint customer service on 10/7/2022 that my only option was to do a return.  I submitted the request for return via the website on 10/8/2022 and again on 10/9/2022 and received no response so I contacted customer service on 10/10/2022 and received the approval for the return from Mint on 10/11/2022.  I then mailed the return.  This was all within the 7 day return window and I was assured by customer service on 10/10/2022 that because I submitted the request right away there would not be a problem.  The return was received by Mint on 10/21/2022 and I waited for them to process the refund.  When I still had not heard from them by 10/31/2022 I emailed them.  When I still had not heard anything from them I contacted them by phone on 117/2022.  At which point they told me they had to check if the warehouse had received the return and that they would contact me within 48 hours.  After 48 hours I contacted them again when I had not received any info.  During that call they started to tell me info such as the order number was missing from the return request which was completely false as the email with the return authorization had the order number in it.  All of this information, including the return authorization email was included in the submission to BBB.  I have also disputed the charge via my credit card.
  

  Thank you,

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

  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 
  

  
  

  Customer Answer

  Date: 12/01/2022

  
  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:11/10/2022

  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.

  We ported my phone from Mint Mobile on November 1st. We can successfully make phone calls and receive and send texts from the Xfinity account, however, incoming calls go to the Mint phone. I removed the *** card and did a factory reset to the Mint phone, and calls go to voicemail on Mint. I have talked with Xfinity and Mint together, twice and Mint does not try to assist.

  Business Response

  Date: 11/16/2022

  Hello,

   

  In regards to this concern, we have reviewed this customer's account and find that the customer's number has been released, there is no further action for us to take in this matter. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:11/10/2022

  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 had lost my cell phone and needed a new **** card from Mint Mobile and paid $9.95. It arrived yesterday and I've put it in a new phone. I've paid in advance a few months ago for a full year. This morning as I try to activate my new card, the website indicates that I need to pay for another full year including lost installation charges and taxes, which is over ******! That is incredibly outrageous.

  Business Response

  Date: 11/16/2022

  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 concern. 
  

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:11/09/2022

  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.

  On September 4th, I purchased a pixel 6a bundle from mint that included a NEW phone and one year of service at a reduced rate. Upon it's delivery, the "new" phone in question did not turn on or charge at all. I immediately contacted mint, and a representative told me a refund could be issued. A few days later I got a return label, and I mailed the phone and sim card back. I called for an update on the return and was informed the promotional sim card did not apply to me as I was already a customer. This was fine, I said I'll just take a refund then and purchase my usual service. After the initial **** days to process the return, I reached out for an update. Mint informed me they're still processing, and I need to wait 14 days. I followed up again, and I was told they are still "inspecting" the phone. By this time I ended up purchasing a phone from best buy because the process was taking too long. I follow up several more times through the app and on phone, each time redirected saying "the return is being processed" and "someone will reach out to you within 48 hours". Neither of these happened. Instead, I received a simple text saying they will not process my refund because the phone does not work. That was the REASON I sent it back, I received it broken. I again reached out and the reps told me it is still being processed, and I will still get a refund. Again, I received a text saying I will not get a refund and they are sending the broken phone back. Then, after over a month of no contact, a representative emails me to tell me the phone was not broken when they sent it to me, so they will not refund. I am appalled. I have been a customer for over a year prior and never had an issue, and now I am being treated like trash over their own misdoing. As a last ditch effort I have issued a chargeback with the bank, although I would prefer mint admit their fault, reimburse me for the *** I didn't use, and either replace or reimburse for the broken phone they sent me.

  Business Response

  Date: 11/16/2022

  Hello,

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

  Thank you, 
  Mint Mobile
  

  
  

  Customer Answer

  Date: 11/16/2022

  I have sent the receipt, order number, escalation code, and tracking return number to mint several times. It is quite literally attached to this complaint. I know you have it. I am sick of doing the same thing over and over with no resolution. This shows how little effort you are willing to put into a resolution. Please regard your OWN notes and the excess of information I have given you on multiple occasions. 

  Business Response

  Date: 11/23/2022

  Hello,

   

  In regards to this concern, we have received the device back damaged and missing some pieces, we have sent the device back to the customer, as a refund is not able to be given. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 12/02/2022

  The device did not turn on when I received it. It is some sort of factory error, there were no parts missing it simply did not turn on. It was sent to me in the broken condition. It was not missing pieces as far as I observed upon receiving or return. I was told multiple times over phone and through the app I would receive a refund as it was mint's error. I have your return policy as well. 

  Business Response

  Date: 02/03/2023

  Hello,
  In regards to this concern, we have received the device back damaged and missing some
  pieces, we have sent the device back to the customer, as a refund is not able to be given.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/06/2023

  At this point and apology and admitting to your fault would be the least you could do.

  Business Response

  Date: 02/13/2023

  Hello,

   

  In regards to this concern, a refund cannot be processed in this matter due to the fact the device was returned to ** with missing pieces. The device was returned to the customer due to the fact the device could not be refunded.  

   

  Thank you, 

  Mint Mobile