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:10/21/2022

  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 09/08/2022 I ordered a 3-mo. 4GB Plan *** Kit (Order No MT2120268) from Mint Mobile and paid $45 plus tax. The *** was received on 9/10 or 11. Entering the activation code led to -- "Oops, something is wrong." "Call ************". I was advised by a **************** Rep that they would activate my account on "their end" but I would have to wait for my existing phone number to be ported to Mint before I could get service. Porting was completed on 9/19. Repeated attempts by me and Mint Reps to connect to the network were still unsuccessful. On 9/20 a Rep ordered a replacement *** for my phone; it was received on 9/22. (Order MTR33954689, No Charge). Between 9/22-25 there were three unsuccessful attempts by Mint Reps to get phone service for me by resetting the network connection and/or changing the local service tower. Each time this was done I was instructed to "turn off the phone and wait 20 minutes before turning it back on and then it should work." It didn't, and of course, after 20 minutes it was no longer possible to contact the same Rep who provided the help. On 9/27, after rejecting Mint's offer of yet another *** card, and discounting the excuse that the **Mobile network might be down, I filed a refund request on the Mint website. On 9/29 I received the following message from ***************************, Resolution Team Specialist -- "We're sorry to hear that you were not able to use the service as you expected. Upon further review, we find that we are unable to process a refund since the services are outside of the [7-day] return policy time frame." Therefore, your request has been denied". Later that day (9/29) I responded to **** explaining the chronology of my experience with Mint and requested reconsideration of my refund. "Under these circumstances I believe that I am due a refund. It is not reasonable to begin my 7-day trial before anyone could make my phone operational." I have received no response from Mint Mobile.

  Business Response

  Date: 11/03/2022

  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: 11/09/2022

  Dear Sir/Madam,

  The subject complaint has not been resolved, nor has it been addressed by Mint Mobile.  My cellular phone service was never active.  Neither I nor MM tech reps could make it operational despite multiple attempts over 19 days to do so.  It is ludicrous for MM to claim that I failed to cancel my account before expiration of my 7-day trial period.  I never had a trial period.

  Business Response

  Date: 11/15/2022

  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:10/20/2022

  Type:Sales and Advertising 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 two E SIM cards on 09/21/22 from mint mobile, after including my Imei number for both mine and my husbands phone- I was assured they would work. The transfer failed multiple times and took over 2 weeks for one successful line transfer. I started to receive texts meant for my husbands phone and had no service myself. After weeks of false promises, countless phone calls, we were both left without a service that we had prepaid for. I requested a refund, as I had to pay to reinstate my old service. We ended up loosing our numbers and have still not received the refund I was promised over 3 weeks ago. I am concerned, as I am unable to log into their app (because my line was never successfully transferred) that I may be billed reoccurring payments and not be able to do anything about it. After reading many reviews it seems Im not alone in my experience and would like to save others the effort and money. I requested my

  Business Response

  Date: 11/03/2022

  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: 11/05/2022

  This is beyond frustrating, 

  I tried for these 7 days to set up mine and my husbands phones with the **** that had assured us would work (after inputting our IEMI numbers. I was also told on 3 separate phone calls that I would be receiving a refund. Does that mean that all these customer service reps were also unaware of this policy, or think that I was not due a refund? 
  

  I am worried that I will have to cancel my bank card because, like I said previously, I also set up auto pay but am unable to get into my online account to cancel this feature. do they have a solution for this? I have called soooo many times and everytime Im given false promises.
  

  both my husband and I lost our phone numbers of 15 years and we had to pay even more money to reset up our service with our previous carrier. I am at least due a refund if not compensation for this ridiculous excuse of a company. 
  

  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

• Initial Complaint

  Date:10/20/2022

  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 an iPhone 14 Pro, and six months of service mint told me I would get an additional six months of service when I port my number in. I had a problem when I went to go activate the phone it would say Sim card not supported so I decided to send the phone back and get a refund just today I receive the phone back from mint telling me that it had a pass code on it, so I guess they got it unlocked and was able to get it up and running to be able to get the passcode to display. At this point I would like to keep the phone and my service plan that I pay for So that will be total of 12 months of service. My order number with Mint Mobile is MT ******* customer service told me that I need a new ACT code to get it up and going please make it right and get me up and going. Thats all I asked for. Thank you mint mobile.

  Business Response

  Date: 10/27/2022

  Hello,

  
  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter. 
  

  Thank you, 
  Mint Mobile
  

  
  

• Initial Complaint

  Date:10/20/2022

  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 ordered a sim card from mint mobile and they never delivered it. Order #MT2205611. It had a Fed ex tracking # of ************. I called to see where package was as it was stopped in ******* **. Fed Ex said package was lost in transit. I contacted mint mobile to let them know they made a new order of #MT2226713. It was never finished processing and no tracking number exists for it. I requested refund on 10/20/2022 since sim card was never delivered. I have not received refund.

  Business Response

  Date: 10/27/2022

  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: 10/28/2022

  
  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:10/19/2022

  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 have had Mint Mobile service for about 4 months. For the first 3 months the service was satisfactory. However, some change was made 3 months ago and now my service is terrible, that is, every call fades in and out, to the extent that the phone is almost unusable. I've called them several times, followed their procedures for correcting the problem, and nothing helps. I paid for 3 months of service one month ago. I want a refund.

  Business Response

  Date: 11/02/2022

  Hello,

  
  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter. 

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 11/02/2022

   The only acceptable response is a refund. 

  Business Response

  Date: 02/09/2023

  Hello,
  
  In regards to this concern, a full refund was provided to the customer on 11/9/2022, customer
  shouldve already received the funds back to their account.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/09/2023

  
  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:10/19/2022

  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 ordered a 90 day plan from ********** on 9/20/2022 after checking that it had quality service in my area. I received the *** card and activated the service on 9/24/2022. I noticed I had no service at my home and called into etc support several times and was told to "reset" my phone. On Tuesday 9/26/2022 I left ** because of hurricane *** and returned the following Monday and still had no service at my home (which was not effected by the hurricane). I called ********** several times and finally on 10/5 I ordered a new *** card from ******** I called several times and chatted on line with tech to get a refund. Was told on Friday 10/14/2022 I would receive a refund for no service just to get a email the next day saying the opposite. I have gone back and forth with emails and now I am getting no response from them at all. My payment was$83.18 and my service had never worked at my home.

  Business Response

  Date: 11/02/2022

  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: 11/10/2022

   BBB

  
  

     I had reached out to you to help me with this issue caused by MINT ***** lying to me about refunding my prepayment of three months service.  I had chatted with them on line many times and called then three times during the first week of service (9/28/2022) when after switching to tier service never worked at my home.  Hurricane *** came the weekend and I left town.  When I got back10/5/2022 I cancelled my service with MINT ***** and transferred to Verizon.  I was told when I cancelled my service that I would receive a full refund and they apologized for telling me the service would work in my area.  The next day I got a email saying the opposite. 

  
  

  
  

   Hello ******* ,
   
  Thank you for contacting Mint Mobile, my name is **** and I'll be more than happy to assist you today!
   
  We're sorry to hear that you were not able to use the service as you have expected. Upon further review, we find that we are unable to process a refund since the services are outside of the return policy. Therefore your request has been denied.
   
  For more information, please visit the following link: https://www.mintmobile.com/plan-terms-and-conditions/
   
  We truly apologize for any inconvenience this may cause you.
   
  Have a great day!
   
  Best regards,
  ************
  Customer Resolution Team Specialist (CRTs).

   

  I called and chatted on line but got the same email back 6 times.  This is stealing! $84 should be returned to me like they said.  ******** does not know what the other is doing.   

  
  

• Initial Complaint

  Date:10/19/2022

  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.

  I need explanation on why I can't login to my mint mobile account and if my account was terminated for whatever reason I'd like to know that so I can move on.Other than that, my sim card is still active, and I was trying to see how many months I have left until next time that will need to be paid.Instead, I get a sarcastic rude customer service response through their website. I don't like the fact my card is still intact with their company, and I'd like my account to just be closed all around and refunded if that's the case. Very sketchy coming from a company co-owned by *************************.

  Business Response

  Date: 11/02/2022

  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: 11/03/2022

  They didn't answer my question.

  Business Response

  Date: 11/10/2022

  Hello,

   

  In regards to this concern, the customer's account is still fully activate and they are able to use services. Customer will need to reach out to our care team to validate some of their account information to resolve this concern.

   

  Thank you,

  Mint Mobile 

• Initial Complaint

  Date:10/19/2022

  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.

  JULY 27 2022: Mint authorized a return of my phone for full refund for phone and service plan due to problems I had with the service. They sent a paid ***** postage label (attached) via their "Executive Support" email with a ticket number of *******. AUGUST 8, 2022: ***** tracking shows that Mint received the phone return package, sent with the authorized return label, on August 8, 2022. SINCE THEN: I have called and emailed but no response. I am waiting for the refund of $366.75 that was promised when they authorized a full refund and sent me this label

  Business Response

  Date: 11/02/2022

  Hello,

  
  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter. 
  

  Thank you, 
  Mint Mobile
  

  
  

• Initial Complaint

  Date:10/19/2022

  Type:Customer Service 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 double charged me my $130 bill and has refused to refund me the extra payment.

  Business Response

  Date: 11/02/2022

  Hello,

  
  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 11/02/2022

  Why would I accept this response when the only acceptable response is to honor my refund? What's there to reach out to me about? I submitted this complaint because nothing was resolved when I reached out to them. Response rejected

  Business Response

  Date: 11/14/2022

  Hello,
  In regards to this matter, refund has been processed, 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: 11/17/2022

   I have received no refund. Mint mobile is just stalling so they can wait out there refund policy then claim I am no longer eligible for a refund

• Initial Complaint

  Date:10/18/2022

  Type:Sales and Advertising 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.

  Spamming my inbox with advertising and harassing me into downloading their app. Non stop inbox spam. I want Mint mobile to f*** off and stop harassing me with their ******** spam.

  Business Response

  Date: 11/01/2022

  Hello,

   

  In regards to this concern, we have submitted a request to have the customer's email removed from our system, please allow up to 72 hour for this to take effect. 

   

  Thank you, 

  Mint Mobile