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:11/07/2022

  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.

  We renewed mint mobile 4GB yearly plan on 25-OCT-2022 by paying $201.30 (mint renewal order # ********). After using for three days, on 28-OCT-2022, I canceled the service on mint mobile website (cancel order # *******). I received an email from mint on the same day to provide credit card details which I provided on the same day. However, they are denying the refund. I called their customer service number and requested a refund, which they are still denying.

  Business Response

  Date: 11/21/2022

  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:11/07/2022

  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.

  This company (owned by *************************) is the worst cellular service I've encountered, I'M STILL WAITING FOR MY REFUND (4 WEEKs now SINCE I'VE STOPPED SERVICE!). They download the sim to my iPhone via the web (eSim) and it screwed my phone up so badly that I went back to my other carrier (4 days later which was within the 7 day guaranteed refund) which took two days for them to fix the problem that was downloaded by MINT. With mint I was unable to text or call anyone that did not have an iPhone......plus they added a feature for cellular data that was what caused the problem.

  Business Response

  Date: 11/21/2022

  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: 11/22/2022

  MY PHONE NUMBER SHOULD BE ENOUGH INFORMATION SINCE THAT'S HOW YOU'VE ALWAYS GOTTEN TO MY ACCOUNT......THIS IS BS AND ONLY A WAY TO DELAY GIVING ME MY MONEY BACK FOR YOUR CRAPPY SERIVCE!!!!

  Business Response

  Date: 11/28/2022

  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
  

  
  

  Customer Answer

  Date: 12/02/2022

  I CANCELLED MY ORDER WITHIN 2 DAYS AFTER IT WAS ACTIVATED HENCE IT WAS WITHIN THE 7 DAYS OF CANCELLATION.....HOW UNETHICAL YOU ARE AND ************************* NEED TO BE MADE AWARE IT THIS.  THE PHONE # THAT YOU USED ON MY ACCOUNT IS **************.......I WILL MAKE IT MY BUSINESS TO BESURE EVERYONE I CAN INFORM ABOUT YOUR UNETHICAL BEHAVIOR OF IS PRIVY TO THESE EMAILS!   

  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 
  

  
  

  Customer Answer

  Date: 12/15/2022

  
  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:11/07/2022

  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 10/29/22, bought new phone, paying the price for it, with 12 month phone plan ($481.82) from mint mobile website.Order # ******. Received 11/2/22-I opened the ***** package, the phone box had no seal-Opened the box-phone was already charged, ready to go-phone catalog was missing,sim card pin lying lose in the box-a charging cord there but no wall outlet plug. All signs of a returned/used/defective product.I called and chatted online w/ mint mobile multiple times but found unprofessionalism and NO HELP thru and thru. Every one initially had trouble finding my order # (it was supposed to start with MT.well! I purchased from their website so why the issue). I was put on hold multiple times with same excuse every time. A return authorization code # ***** with shipping label that showed postage required. I demanded a pre-paid label. it wasnt my fault that company sent me defective model. One agent gave me the ticket # (CRT *****) but next agent said that I was given a made up number and he did not process anything. Flustered, I thought to try it anyways, or I lose days on SIM card activation. The phone didnt work. Sim card worked fine in a different mint mobile phone but not this one. The agent agreed it meant defective product and I am not responsible for any shipping fee, restocking fee or any kind of further payment. I asked for some confirmation in email for future phone calls, she could not provide any. She agreed to process refund but again the label said postage required.Every agent has been well trained in using please, sorry, thank you, I understand but actually lacking authority or knowledge to solve anything. In my last call with agent *****, a 3rd person repeatedly interrupted the conversation with grunts and foreign language that sounded like curses. I I objected. Agent apologized, confirming my suspicion. Now I have a useless phone, paid for by new phone price, an unusable sim card.Hope it can be resolved professionally & justifiably.

  Business Response

  Date: 11/21/2022

  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: 11/21/2022

  
  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 wanted to let you know that I have just found out couple days ago that the full refund has been processed. 

  So yes, the business was very efficient with refund. But the customer service was a nightmare of worst kind. my complaint is resolved but will not be going there again.

  Thank you to BBB for their timely help and efforts.
  
  Regards,
  
  ***********************
  
   

  
  

• Initial Complaint

  Date:11/06/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Mint Mobile as my carrier on 2 separate phones w/2 separate ************* #s. Foolishly I paid for a years' service upfront on Both phone lines. BUT the minute I did I HAD NO MOBILE DATA ON EITHER PHONE EVER!! I have spent OVER 15 HOURS on countless texts and phone calls with Mint, they have TWICE ?reset? their towers *********** promising to call me back to see if that worked, both times NO call from them] / Another time they tried to re do the *** numbers -didn't work either / Then sent me new sim cards-did not work either-EACH Phone call I was requesting a FULL refund for the money I paid upfront and EACH time they instead said they could Fix the Mobile Data each-THEY DID NOT. SO here I am MONTHS-WELL OVER HALF A YEAR LATTER STILL WITH NO MOBILE DATA!! Finally, I said ENOUGH JUST REFUND MY MONEY. That was several months ago- They insisted on me giving them my Credit Card info used to purchase the plans-[that was in an email to me from **************] I did provide EVERYTHING they requested-they told me on the phone the refund was expected to be credited to my credit card in a short while. THEN a few days later they SEND ME A TEXT saying sorry we cannot refund! I phoned again, was told by the young lady at Mint-that's because they never received my CC infor- I forwarded her the email I had sent weeks earlier to Mint with all the info requested. She assured me refund would be processed. STILL have NOT seen a refund on my Credit Card. This is the info on Both Phones: This is a complete refund for the year paid in advance on TWO different phones, two different #s. Both purchased w/same credit card: Phone: ************: our order number is ******** Date renewed 4/28/2022 Mint 12 months - 10GB $240.00 ************ $22.69 TOTAL $262.69 //SECOND Phone: ************ ORDER DETAILS Your order number is ******** Date renewed 4/12/2022 Mint 12 mos. - 4GB $180.00 ************ $20.22 Renewal Credit -$15.00TOTAL $185.22 // TOTAL OWED ME:447.91

  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: 11/17/2022

  This company LIED and CHEATED- The mere fact that they PROMISE MOBILE DATA-THAT MOBILE DATA WAS IN THE CONTRACT I SIGNED AND AGREED TO!!! THAT FACT IS in ITSELF A BREACH of CONTRACT on Mint Mobiles Part!! MINT Mobile was the one who kept putting OFF MY request for a refund by saying they wanted to try Moving the tower, twice [did NOT work Either time], sending new sim cards [didn't work], changing the *** number [didn't work]-I SPENT HOURS and HOURS and HOURS on the phone, EACH TIME I ASKED Can I just have a REFUND PLEASE!? Each time THEY insisted on trying a new way to fix the issue [NONE of which worked-but sure ran out the clock] THEY are in BREACH of CONTRACT-I signed up for Mobile Data and MINT agreed to provide me that in the contract-THEY DID NOT PROVIDE ANY MOBILE DATA!!!!

  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
  

  
  

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

  Customer Answer

  Date: 02/28/2023

  Aloha e BBB-
  I filed a complaint {BBB complaint #********} last year with you folks against Mint Mobile, the latest communication from BBB was that Mint had agreed to provide a full refund. I have NOT heard ANYTHINHG back from Mint Mobile, NOR have I received the refund.
  I did try to click on the link BBB sent in an email to me in Nov 2022, in order to review and copy paste the original complaint here for your convivence, but it takes me to a site that states that link is no longer valid.
  PLEASE can you [1] tell me HOW to collect the refund Mint Mobile stated they would send me [2] send me a copy of the complaint in full and all responses from Mint Mobile that I can save for my records.
  
  I appreciate your kokua in this matter.

  Business Response

  Date: 03/06/2023

  Hello,
  

  In regards to this concern, a full refund has already been issued to the customer. The customer shouldve already received the funds back to their account. 
  

  Thank you, 
  Mint Mobile  
  

  
  

  Customer Answer

  Date: 03/07/2023

  Aloha I have NOT received the refund back to the credit card that was used to pay for the two plans [Payments I made were for ONE year coverage: $185.22 on 4/12/22= for the 808-area code number & $262.69 on 4/29/22 for the 760-area code number]. THERE HAVE BEEN NO CREDITS ON MY CREDIT **** THAT WAS USED TO PAY FOR THESE PLANS =NO REFUND SHOWS!! PLEASE ADVISE THE DATE AND TIME THE REFUND WAS MADE TO THE **** FOR THESE PURCHASES, SO I CAN HAVE THE CREDIT **** COMPANY INVESTIGATE. Mahalo

  Business Response

  Date: 03/20/2023

  Hello,

   

  In regards to this concern, we have reviewed this matter and found that the refund was processed for one line and not the other. We will go ahead and request for the full refund for the remaining line, please allow up to 7 business days for the funds to be credited back to the customer's account. The first line ending in **** has been completed refunded as of 3/8/2023. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 03/23/2023

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

  Customer Answer

  Date: 06/29/2023

  This message is in regard to my complaint submitted on 11/6/2022 against Mint Mobile.
   I am still owed $185.22 by them-in spite of the message below THEY HAVE NOT PAID THIS AMOUNT OWING FOR THE SECOND LINE [AREA CODE 808]
  

  Business Response

  Date: 07/03/2023

  Hello,
  
  In regards to this concern, we have reviewed this matter and found that the refund was not processed for the line with area code 808.  We will go ahead and request for the full refund for the remaining line, 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: 07/06/2023

  
  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.

  By my saying I find this resolution satisfactory, I am acting on good faith, because this business has said they would deposit these funds more than once and they did not. 

  I will pursue this matter if the business does NOT deposit the refund.
  
  Regards,
  
  ***********************************
  
   

  
  

• Initial Complaint

  Date:11/05/2022

  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.

  Wife has Mint. Wanted to get referral credit for her and myself when signing up with Mint. Signed up and transferred my number but did not see anywhere to put in referral number to get credit. Took a lot of tries to get my number ported over due to Mint putting in the incorrect information. Contacted Mint customer support after the fact and they said I would have to cancel my new account and start over again to get the credit. Refused to simply credit my account for the referral amount without going through all the hassle again.

  Business Response

  Date: 11/17/2022

  Hello,

   

  In regards to this concern, referral credit has been added to the customer's account. Credit can be used towards next renewal or to purchase any add-ons. 

   

  Thank you,

  Mint Mobile 

  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:11/04/2022

  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.

  We paid for 3 months service with Mint Mobile in April, 2022. The service was fine and we paid for a year in advance in July 2022. Almost immediately, calls started dropping and in early October 2022, we could no longer receive or make calls at all. We have spent many hours since then with many different service people. After telling us twice that they would send a new SIM card, they finally did, but it made no difference. We did everything they asked. They finally said they would send our case to an "'engineer" who would get in touch with us within 24 - 72 hours. We never heard a thing. After many more calls, they said they would "escalate" our case and have a "technician" who would contact us within 0 - 72 hours. Again, we heard nothing. We asked several times for a refund, but were told we were past the 7 day refund period. Finally on November 1st we told a support person that we needed a working phone, so we were porting this number to another carrier and that we would like a new number put on their service while we continued to try to get it to work. They agreed to this and we ported our number to PureTalk. When we called back later that same day to get a new number, we were told our account was closed. They said they were sorry we were misled earlier. We again asked for a refund and they said we could file for one online. We did and got a response from a ************************* asking us for the first 6 numbers on our debit card and also for the last 4 numbers. That seemed strange, but they said if we didn't respond within 48 hours, the case would be closed. We have new debit cards, so I went ahead and gave them the numbers, but told them the card was no longer in use. Normally I would not give out that many numbers from a debit card. I have never had a response to that either. Mint did send a message on FB today telling us that they had a policy that they don't give partial refunds. My answer was that they should give a full refund.

  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: 11/16/2022

  We have been reading some of the other complaints and resolutions on the BBB site.  It seems to be a flip of the coin as to whether you get a refund or not.  The wording of the responses seem to be computer generated and I doubt any investigation has been done.  This seems to be a simple matter of right and wrong and Mint Mobile is wrong and seem to be getting away with it, in other words "no accountability".  Their policy of no refund after 7 days would make sense if the customer simply decided they wanted to go with another carrier, but in our case, the product stop working and Mint did nothing to make things better.  Our choice was to get another carrier, but have Mint mobile give us another number while we continued to work on the problem.  They even agreed to this, but then simply closed our account, kept over $200 and kicked us to the curb.  We do not accept their decision to not give us a refund, but I doubt they will care.   

  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: 12/03/2022

  
  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:11/02/2022

  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.

  On 10/12/22 I paid Mint Mobile $83.31 for 6 months of services as my 3 month trial was coming to an end.3 days prior to this I had to reach out to Mint mobile because my service was not service (no calls could come thru and if they did it was dropped same with text. They walked me thru resetting my phone, turning it on & off, taking out the sim card, etc. After all of this I still had no service, the tech said he would check the towers. He came back and said that he had to reset the towers and I was told that this is very rare. The next 2 days the same issue occurred. So, I again called mint mobile and again they wanted me do to do the same as before and I did with no luck so I asked the tech for a code to get my number exported. Each time was about ***** min on the phone. On 10/13/22 I went and had my number transferred to another service (Spectrum) as I need a working phone as I am trying to start a business of my own. Since then I have made numerous call to customer service asking for a refund and was told that they could not refund the $ because it was outside the return window. This was NOT new service.3 times I was given a ticket # and was told that my refund would take **** days. The **** days would come with no refund so I would call again and was told that the supervisor approved the refund and it would take **** days to see. The 3rd time after spending 30 min on the phone, a "supervisor" (***) told me that this should have been resolved due to the circumstances as I paid for a service that I DID NOT receive and that she would contact the front/back office and have this escalated with another ticket # CRT/46915 and again it would take **** days. Still no refund so again I called and got the very same excuse so I told them to note in my account that I would be contacting the BBB as I paid for 6 months of service that I DID NOT use due to lack of cell service on their end. No one should have to work this hard to get their $ back for something they did not

  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 

  
  

  Customer Answer

  Date: 11/16/2022

  This is the same response I received multiple times from this business. I tried 6 different times to resolve this matter with them. There isn't any more information that i can give to anyone as I paid for a service that I could not use due to inconsistent cell tower coverage. Service was cancelled and transferred the next day. So, Again, I did not use their service which I had to pay that night not to lose service. There should be multiple notes in my account of my calling. It is as simple as i paid $80 for a service that I did not use.

  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 10 business days for the refund check to arrive. 

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 11/30/2022

  As of 12-1-22 there is NOT a refund on my account. This is the same message I received from them 3 times. "you will see a refund with in 10 days" and always - NO refund.

• Initial Complaint

  Date:11/02/2022

  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.

  I had been using Total Wireless cell phone service but they closed down. I decided to sign up with Mint Mobile. I signed up online, paid $51.33 for three months. When I received the sim card on Oct. 5, 2022, I found out was not compatible so I immediately called Mint Mobile & cancelled. The barely English speaking girl said I would have my refund within 10 working days. In the meantime, I contacted Consumer Cellular to get service with them & asked to keep my phone number. Consumer Cellular told me Mint had deactivated the number & to call them & ask them to reactivate the number it just long enough so they could transfer my number. I did, transfer was successful. However, I still have no refund & when I called Mint, "****" told me I was not eligible for refund. I was told by two others that I was approved for refund & one said I would receive on the 18th & the other said on the 20th. I have not received. Being a senior citizen living on small Social Security, I really need my money back. Thank you.

  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: 11/21/2022

  The order number is MT2188869.
  
  Thank you.
  
  ************************

• Initial Complaint

  Date:11/02/2022

  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 tried renew my account over the phone. The phone prompted for my credit card. I planned to renew for a month and expected close to $15 payment since I originally paid $45 for 3 months. With no confirmation of the renewal period or total amount, my account got charged $84.04. I saw the charge on my credit card and called the customer service within 5 minutes of the payment. The representative pointed to some no refund policy and declined to cancel the renewal order.

  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 
  

  
  

• Initial Complaint

  Date:11/01/2022

  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 8, 2022 I downgraded my daughters plan from unlimited to 15 gb. I received confirmation that the change was successful and would go in effect on October 28, 2022. Screenshot attached. The three month price was supposed to go from $90 to $75. Online it was still showing I would be charged $90 so I chatted with a rep who assured me it would bill me $75. Screenshot attached. I was billed $90 and the plan change did not take effect as it should have. I chatted with a rep who said my account was stuck but she would put in a ticket to have it corrected. Screenshot with ticket number attached. Rep said I would be contacted when this was resolved. Days later and Ive chatted with several reps, the rep today said the ticket was closed but I was not contacted at all!! The reps just keep saying the plan cant be downgraded mid cycle and I keep telling them I changed it before the new cycle started. The reps are no help and obviously dont care to look into this. I switched to Mint Mobile from Straight Talk with four other family members due to ongoing issues. I am now seriously considering leaving Mint Mobile. Things were great in the beginning but are horrible now. The online account info is the most confusing that Ive ever seen in my 23 years of having cellular service. It is never clear what you will be charged and when. Please look into this and issue the $15 refund that I was overcharged. The phone numbers ends in 989-8144 and the full number should be in the ticket notes.

  Business Response

  Date: 11/15/2022

  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: 11/15/2022

  A credit has been given already. This case can be closed.

  Business Response

  Date: 11/22/2022

  Hello,

   

  In regards to this concern, credit has been added, there is no further action for us to take in this matter. 

   

  Thank you, 

  Mint Mobile