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:11/08/2022

  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.

  Transaction detail:Description: Mint Mobile Ca Merchant Category Code Transaction Date: 4/8/2022 5:59 AM Transaction Amount: $264.11 I have been using this phone service since January 2021, and had been very happy with the service till about 10 weeks ago, when I completely could not receive calls anymore. It goes straight to voicemail. I have attempted to contact customer service reps many times in this duration on the Mint mobile app as well as /u/mintmobileAlex on Reddit. However, there is no resolution to the issue and I expressed that I would like to be compensated for the remaining months left on the plan so that I can port to a different phone company. I have been downright refused this and I don't understand why, when they are unable to fix the issue. I have lost so many important calls, as they don't even show up on my logs and so much time talking to the customer service helplines, and at this point i feel like I should be compensated for all this effort.

  Business Response

  Date: 11/22/2022

  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:11/08/2022

  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 November 7, 2022 I paid $163.42 for 6 months of 10GB/month cellular service. I personally trialed Mint mobile as a secondary line for three months before deciding to switch my main service from ******* to Mint. I called Mints customer service department and requested assistance with porting in my number from *******. I explained that I no longer had the Mint eSIM on my phone, but I was assured by Mint that Mint would automatically become the carrier on my phone. I was told that it would take approximately 2 hours for the system to update. I lost all cellular service immediately after Mint ported in my phone number from *******. I waited 2 hours without service and I contacted Mints customer service again. After spending an hour in chat and confirming my identity, I was told that I needed to wait an additional four hours for them to send me a ** code by email that would give me a new eSIM. A text couldnt be sent to me because I had no service. After waiting an additional 4 hours for the ** code that never came, I contacted Mint chat again. I was told No ** code was processed and customer service was shutting down for the night and I was told that a SIM card would be mailed to me in 1-2 business days. They told me this was my only option. I have to have cell service, so I contacted another carrier early the next morning and I had my telephone number ported back to my new carrier. I submitted a request online for a full refund and I was denied. I called customer support three times before they would let me speak with a manager. Wait times were very long and the calls were disconnected by Mint while I was on hold. I was told that because I cancelled the account and ported the number out that I violated their refund policy. Essentially Mint Mobile took my money, took my phone number (that Ive had for 15 years) and refused to provide me with cellular service as promised. This is absolute fraud by Mint. Acct ************

  Business Response

  Date: 11/22/2022

  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

  This appears to be a standard automated response from Mint Mobile without a real name of any representative from Mint Mobile addressing the dispute.  
  

  Mint Mobile is denying me a refund based on their 7 day post activation refund policy.  This denial does not apply in my situation for three reasons: 1) The account was never activated or used because Mint Mobile never provided me with cellular service.  2) I immediately requested a refund on the same day as payment. 3) I was already assured a refund from a support representative named *****.  He told me that it would take **** days to process the refund.  The support number is M-******.   I assumed he was lying, so I filed a BBB complaint.  It appears I assumed correctly.   
  

  Please do no close this complaint until Mint refunds my money that they took from me without providing the service they promised.   Please publicly post this complaint with the lowest possible rating from me.  
  

  Thank you,

  ********************;

  Business Response

  Date: 11/29/2022

  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 10 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:11/08/2022

  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.

  Just joined Mint Mobile today (11/08/22) at around 1 pm. Called them right after to change/upgrade my plan to a plan with more data that could serve me better and I was told that the only option for that would be to upgrade and for that I should pay the full amount for the new plan that I wanted meaning what I did paid upfront ($90+ FEES AND TAXES ) for the one year 4GB plan COULDN'T not go against the new plan that I was hoping to get. Which means in order for me to get the unlimited plan I would have to pay the full price for that on top of the previous$90. I could not believe on what I was told, I was in shock to see the lack of flexibility and care of the company about it's costumers. Again, I'm made 2 calls in less than 3 hours after activating their sim card. I was told that I was already a Costumer and there's nothing they can do. Again I still not believing on what I heard and I hope they can get it straight. It's frustrating.

  Business Response

  Date: 11/22/2022

  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:11/08/2022

  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.

  After requiring a 1 year commitment for the best price, Mint Mobile's ************ has not worked for periods of ***** hours in at least two occasions during a 1 month time span. **************** claims an outage in the area and will not provide a resolution. I was sold a service which Mint Mobile is no longer providing me.

  Business Response

  Date: 11/22/2022

  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: 11/24/2022

  The order IDs for the two lines which were without cellular data for at least 5 days in a 2 month window were: ******** and ********. Thank you for your time on this matter.
  

  Business Response

  Date: 11/30/2022

  Hello,

   

  In regards to this concern, we are unable to find the charges based on the information provided, 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: 12/02/2022

  the mobile number is **********. The account number is ************. 

  Business Response

  Date: 12/12/2022

  Hello,

   

  In regards to this concern, it appears that the customer has 2FA on their account, therefore we will need to reach out to the customer via phone to validate their account. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 12/15/2022

  I would welcome any effort by Mint to make this right. However, this response like the last two, and similar to my two calls to costumer service, fails to make any attempt to remedy my concern over not have service for 2+ days on two occasions in a 3 month window. 

  Business Response

  Date: 02/03/2023

  Hello,
  In regard to this concern, we have attempted to contact the customer with no reply. If the
  customer could reach out to us at their earliest convenience we would be happy to resolve this
  matter.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/03/2023

  I thought this matter had already been closed out indicating the business made no attempt to resolve the issue, and despite the updated claim from the business, I have received no communication from the business. They have previously asked for transaction numbers and account information, but there has been no indication Mint plans to do anything other than delay and deflect. I request BBB leave this matter on record as unresolved. 

  Business Response

  Date: 02/10/2023

  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:11/08/2022

  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.

  On July 7, we talked with ****, a Mint Mobile representative, about the recurring costs of the phone plan. He said that it would be $45 plus tax, adding to $53.35. On Oct 3, Mint Mobile charged my mom's credit card $83.41. She had to call twice, and then found out that the price was unexpectedly increased against the orignal agreement.

  Business Response

  Date: 11/22/2022

  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:11/08/2022

  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 am an established Mint Mobile customer. Back in Dec. 2021 my brand new ******* Galaxy S10 (purchased outright elsewhere) malfunctioned to a state of inoperability . As Mint patrons pre-pay for multiple months in advance contacted Customer Support with 2 ************ A request either the 3 months already paid simply be added to my Mint Wallet balance until the device was fixed/operable . Or... 2) Until which time, I located & immediately purchased the ******* S10 I was seeking to replace. The agent then informed me that Mint was now also selling phones & did indeed have brand new versions of the exact device I sought. Even better, I was quoted a price of $299 as its an older model. Needless to say I was absolutely delighted. THAT WAS ******* OF 2022.Though I was told the phone would be in February, It was not. Same goes for March. I was even told "I absolutely assure you, loyal customer, The phones will ABSOLUTELY BE IN STOCK IN APRIL". False. I called the carrier daily to honor the information provided to no avail. 2 days ago, I simply thought I'd take a ****************** the device I'd been awaiting was in stock. The original price quoted was 50% more & I was fine with that. Had a time trying to login to my account for a forgotten password, cbut one agent - **************** was super helpful in every way. She sent me the link to purchase the device with added shipping cost to allow next day delivery & as ours was a 3 hour live chat as device/purchase/warranty/SIM were discussed, Upon ending the chat & went DIRECTLY to the link ******* sent she provide so I could checkout , have the phone delivered Went to my cart to checkout & though it had be literally 45 seconds since I ended the chat, the price of the S10 had increased by another $100.00! Contacted the supposed supervisor - **************** - who basically said "So What ? Tough".

  Business Response

  Date: 11/22/2022

  
  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:11/08/2022

  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.

  10/12/22:Purchased a sim card and 3 month service plan from Mint ($100.21) once it arrived(10/14) I tried to port my number from another carrier. It took 3 days to get that done and had to make several calls to my previous carrier and to mint customer service to get it resolved. Once my number was ported I did not have service at my address even though when I signed up the map and website said I would have 4GLTE coverage. This was false advertising. I was also told that my phone would work with Mint mobile by providing my imei and it in fact was not. Got a new unlocked phone and my service still did not work. Mint determined my sim was faulty and sent me a new one in the mail. Waited 2 days for it to arrive (10/20). Activated the new sim and I still no service. Filed a refund request on 10/24 which was denied because it was past the "7 day return policy" even though I didn't receive my new sim until 10/20. I replied to the denial email to see if I could get it reviewed by someone to see that I had indeed not had service the whole time since activation and received no response. I then got an email(10/31) from Mint asking me to take a survey on why I chose to leave mint, so I did and they responded with a comment telling me to contact customer support to resolve my issue and that they were sorry for the experience I had. During this time I was trying to get new service with TracFone but they could not register my phone number because Mint would not release my number so that they could transfer it. So I had no phone service. 11/2 I used the chat feature to contact customer service and got confirmation from ****************** that she created a ticket for my refund and "The approval will take ***** hours, no worries approval on this has been guaranteed. After so the chargeback will reflect in **** days" on 11/4 after hours on the phone (again) with mint cs I finally got my number released. 11/8 was told my refund was denied because it was outside the 7 day return window. SCAM!

  Business Response

  Date: 11/22/2022

  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: 11/26/2022

  I do not accept this response because as outlined in the original complaint my replacement sim did not come until 10/20 and I still had no service. I was in constant contact with mint mobile customer service since the beginning and had absolutely no service so I think the seven day return policy is a mute point when I didn't even have a chance to use the service within those seven days. I also requested a refund within 4 days of getting my replacement sim that **** said would fix the problem so how would I know that the first sim would be faulty? It is not my fault the the sim that was originally sent me was not useable and I do not accept this response. I think there should be another review by someone who can see all of the details of my access. 

  Business Response

  Date: 12/03/2022

  Hello,
  
  In regards to this concern, we do 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, the customer is found outside of this time frame, therefore, their refund request is denied. 
  
  Thank you,
  Mint Mobile
  
  
  

  Business Response

  Date: 02/10/2023

  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: 02/10/2023

  
  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:11/08/2022

  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.

  Bought A21 ******* galaxy (*******!) from mint last year. It came with promo code for 50% discount. Chose my plan, looked at the shown charges & paid. The discount was not given & there were hidden fees I was charged. Downloaded their ******** password wouldn't work. Was going to call anyway about no discount & hidden fees. **************** temporarily fixed password issue but would give no refund of 50% promo on cell. Had close family dying, had switched from carrier I'd had 20 years, & had to use new cell. Cell activated fine & said I needed wifi to update ********************* else. Didnt have wifi for months but when did get new cell on it it refused to update. Couldn't be without a phone Couldn't afford another cell & plan after being charged full $. MINT cell was easily hacked since its only upate was at factory. Ended up with a cyberstalker thru it & still have. Has turned my life into H*** My bank. My ********* my cc cams, etc. I've no ******** , my bank accounts are frozen now, police reports, federal as well made. Hoped dangerous dud cell was aberration & didn't want to have to switch service so looked for another on mint site. Mint charging almost triple for an A13 galaxy saying that's HALF ************ the only 1 of all I've seen identical with 65gb pre-sd card! It's a lie. My IT security man hired said cell bought from mint is a HOT cell & after the latest I believe it. No humans at customer service. They refuse new EXACT same unlocked A13 (with true 32 gb storage) bought anywhere else! Will not accept new unlocked A22 or A32 either. Mint mobile is a ************ & left me open to being hacked & cyberstalked & still am. NIGHTMARE. Mint risks my LIFE. Reporting to state AG for deceptive business practices & advise all other ripped off & exposed to predators by mint mobile to make written online complaint to their own state Attorney General. Refund cell $ Mint! Would happily join a class action for rest. Tell me where to sign up for it! PLEASE!

  Business Response

  Date: 11/22/2022

  Hello,
  
  In regards to this concern, we take the security of our customers very seriously a team member will reach out to the customer ASAP to resolve this matter. 
  
  Thank you, 
  Mint Mobile 
  
  
  

• Initial Complaint

  Date:11/08/2022

  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.

  November 2021 I ordered a phone and a 24 month plan from mint mobile. Order number MMO_805176. In the email I got that contained my order information it specifically said: Yes, youre getting two years of Mint Mobile. Don't worry, we're crediting that second year to your account within 72 hours after you activate your plan. The credit automatically applies at the start of your second year, so theres nothing more you need to do. And my order invoice indicates that I ordered and Apple IPhone SE + 2 years of premium wireless- 24 month plan. In October 2022 we started getting texts saying your plan is almost expired make sure to renew soon. So I contacted Mint Mobile by chat and asked about this. The rep assured me that my second year would automatically be applied and I didnt need to do anything on my end. Well yesterday a text came through saying my plan had expired and service was suspended. I spent ************************************************************************* at first that Mint Mobile doesnt even have a 24 month plan. I sent her my invoice and finally she agreed that I had in fact purchased a 24 month plan. Nothing was resolved though. She said she escalated my issue and to wait 5-7 days to hear back. So I called back this morning and they wanted my credit card to renew but I already have a payment plan set up through Affirm and the payment was processed yesterday according to my bank account. After being put on hold the Mint Mobile rep saw that I do actually have a 24 month plan and said I do have a credit on my account for this next year of service but it could take 24 hours to go through. So now I have an interruption in service and dont know when it will be up and running again. Very frustrated that I paid for service and was told not to worry. Seems to be some miscommunication and glitches on their end. Not likely to get Mint Mobile for my other kids.

  Business Response

  Date: 11/22/2022

  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:11/07/2022

  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 signed up for Mint Mobile as a new customer less than 2 months ago. Their website advertises they do not spams but I have discovered they do and refuse to stop. I have called and complained multiple times but their support is outsourced outside the US and they claim they made it stop but the unsolicited emails still come in like clockwork. My account Communication Preferences does not have anything selected and it never has. Despite this, I receive spams from **************** their Refer-a-Friend program over and over. I was assured they would stop but it is clear they made false promises because they keep coming. Another one just arrived on 11/07 despite their false promises they would stop. They come in about once a week.I've tried calling to complain at least a half dozen times. I've tried their chatbox on their website, I've even complained on their ******** page and sent complaints to their legal@ address. Nothing helps.My only option appears to be leaving Mint. I have been filing the spams with SpamCop and get responses from Imperva and Sendgrid - which is the marketing companies they outsource out to. Neither one of them have honored my requests to stop spamming.

  Business Response

  Date: 11/21/2022

  Hello,

   

  In regards to this concern, if the customer could confirm the email address they are receiving the spam messages to, we will get that email removed from our system. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 11/21/2022

   My address is ***************** but your firm has been told about this at least a dozen times since I signed up.  How with this promise be any different?

  Business Response

  Date: 11/28/2022

  Hello,

   

  In regards to this concern, the customer's email address has been wiped from our platform, please allow up to 72 hours for it to take effect. 

   

  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.
  
  I have also severed any and all ties with Mint Mobile because of their constant unsolicited email spams and false statements over the past few months, claiming the matter was resolved - only to have more spams pour in.  I have also moved on to another service provider, even though the 3 months I had paid for with Mint is not even up.    Please tell Mint Mobile to remove my contact info from their system.  I do not want any calls, texts, emails or US Mail garbage from them anymore, and never opted in for it in the first place.
  
  Regards,
  
  *************************