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:10/18/2022

  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.

  Mi t ***** has stolen ****** dollars from me they charged my for a year service I was being spammed called a lot so I bought a newer 6 mnth card they said they put other number on hold and they shut it off and are keeping money theives

  Business Response

  Date: 11/01/2022

  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:10/18/2022

  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.

  This company has standards that they do not meet. They have a program that states if you refer a friend you and the friend will receive a credit. They do not give the credit most of the time and when you call in regards to the issue they state the refer a friend link was not used and done correctly. You can be blue in the face telling them you did it correctly so this would not happen yet again and they still do not honor you. Ethics is huge and this company does not show them.

  Business Response

  Date: 11/01/2022

  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: 11/07/2022

  The company has not resolved my complaint and has not contacted me.

  Business Response

  Date: 02/10/2023

  Hello,
  
  In regards to this concern, we have contacted the customer and have provided both the
  customers accounts with credits.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:10/17/2022

  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.

  I am trying to change mobile phone carriers and Mint Mobile will not give me my account number or pin even though I have contacted their customer service for over 48 hours.

  Business Response

  Date: 10/25/2022

  Hello,

  
  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, for security we will need to confirm a few things with the customer before releasing this information. 
  

  Thank you, 
  Mint Mobile
  

  
  

• Initial Complaint

  Date:10/16/2022

  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 tried to switch my line from ******* to Mint on Oct 8,2022. Since then Mint has failed to activate my number and no one there seems to have any accountability to get the issue resolved. First they set up service on a new number, which is not what I requested- I wanted to transfer my existing. Then they said ******* still had a lock on the number, but I called ******* and they said everything had been ported out in their end. Then they accidentally issued an e-sim (but didnt actually send me the e-sim info) instead of transferring my number meaning I lost service completely. After DAYS of no service and hours and hours on the phone with their customer service I ultimately decided to try to go back to *******, but ******* couldnt take my number back because its stuck in limbo. After several hours on a conference call between ******* and Mint where ******* had to walk them through what to do, Mint activated the number through their reseller T-Mobile but the number still wasnt showing on the account so I still couldnt complete the transfer. But because the number was technically on T-Mobile (even though theyre a subsidiary of Mint) Mint has basically absolved themselves of any responsibility to get this fixed. I spent another 3 hours today on a conference call between *******, Mint, and T mobile, and Mint just kept intentionally dropping off the line so we couldnt get anything resolved. Its been 10 days of me getting the runaround from them, meanwhile I dont have a working phone which means Im locked out of my work applications because I cant complete the 2 factor authentication. Mint is running a criminal operation.

  Business Response

  Date: 11/14/2022

  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:10/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I switched our cell service to Mint Mobile approximately 3 months ago. Domestic service, despite a couple of small problems, has been acceptable. The big problem is international service and customer service.Last month, prior to leaving on a trip, we purchased ******************** Roaming credit for each phone. We arrived in Ireland on 9/24 and upon arrival found we had no cell service. We could not call, text, email, or connect to the internet. We could only use our phones if connected to wi-fi. Most importantly, without cell service, we could not navigate using the *** on our phones as planned. Over the next 2 1/2 weeks, we called Mint repeatedly (using wi-fi) and spoke to approximately 27 "service" techs to try to get our phones working. After spending 2-3 hours on the phone on many nights, we never had service that we could use. We did, very occasionally, receive sporadic texts and calls but were never able to call or text out , nor at any time connect to internet while roaming. ************ techs were never able to solve the problem nor explain why we didn't have the Mint Mobile international service as described on their website and that we paid for. Most frustrating was we were put on hold and hung up on approximately 10 times. On 7 occasions, the "service" tech said they needed to consult with the "escalation team" and promised to call back. None ever did.After returning to the states last week, all our phone services returned to normal. I called Mint again to ask why we didn't have service in Ireland and, since we intend to travel internationally again, what had been done to correct the problem. I was told that their records showed that our problem had been corrected while we were still in Ireland which is completely false.Mint is falsely advertising that they have international service when they cannot reliably provide it. One of the 27 service techs I spoke with even told me that Mint has many problems providing international service.

  Business Response

  Date: 10/27/2022

  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: 10/27/2022

  I do not accept Mint Mobile's  response to my complaint.  I have never requested any refund. What I have requested in response to my complaint is an explanation as to why I did not have ***************************** as described in Mint's advertising and that I  paid for prior to departing on my recent trip to Ireland.  In addition  to  an explanation,  I  have requested Mint to provide an explanation of their countermeasures  to assure me that I  will have ******************* *************** on my next trip.

• Initial Complaint

  Date:10/16/2022

  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 purchased an iPhone 14 Pro bundle through Mint Mobile to get the phone and six months of service free. The bundle cost about $1250. I was fine paying this amount, but later when the phone arrived that I would have had to come from a different service. I don't think I should have been allowed to purchase this bundle, but nowhere throughout the buying process did it warn me that I could not purchase this as an existing Mint Mobile customer nor did it prompt me for my current plan so that it could tell me that the bundle was incompatible. Now, I want to return the service that I cannot use. However, they are telling me that I cannot do so because I have to return the phone as well as the service since it was part of a bundle. I want the phone, and if I return it I cannot get one for at least three weeks as this phone is out of stock everywhere including on Mint Mobile's own website. I have called several times and am currently trying to find a supervisor. I have been hung up on twice now, and cannot get a straight answer from anyone that I reach on the phone.

• Initial Complaint

  Date:10/15/2022

  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 12, 2022 I switched my cell service to Mint Mobile for 2 lines and paid $105 plus tax for 3 months. Approximately 2 weeks into using their services I started having problems with access data; I constantly got a message saying no internet connection. Within the first month of service I made at least 4 or 5 calls to tech support only for them to tell me they have great coverage in my area and to have me do various things that was supposed to resolve my problem. Each time it would fix the problem for the remainder of the day or maybe the next day but then it wouldnt work again. The straw that broke my back was when I needed my navigation system on my phone for a trip out of state and I couldnt access Maps or ****** Maps. When I called to complain and ask for a refund of my prepaid money they told me there was nothing they could do because it was past the 7 day grace ******* This was the absolute worst service Ive ever had and finally I just ended up forfeiting the rest of my money because I couldnt take it any longer. I believe they sell on price but dont have the coverage they say they have. I want a prorated refund.

  Business Response

  Date: 10/27/2022

  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: 10/27/2022

  7 days is not enough time for someone to adjust to a new carries system and work through what's working and what's not. Especially if you haven't been outside of your home internet connection to know that your data connection isn't working. It wasn't until I had to do some travelling that I realized the data connection wasn't working and that's when I started calling their help line to complain. After my 3rd or 4th complaint about the same thing you would think bells and whistles would have gone off to management. I'm not asking for a full refund just a partial refund would be a good well gesture. 

  I would never recommend this company and their prepaid method, it's the worst possible scenario even though it seems like a great way to save money until something goes wrong and you can't get out of it. 

   

• Initial Complaint

  Date:10/15/2022

  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.

  1.Purchased a new Mint Mobile phone Wingtech REVVL V+ 5G on 10/10/22 with new phone number ************. The phone is unable to work on data for talk, text or Internet. It will only work on Wifi.2.Called your technical support who tried connecting the phone to an alternate cell tower. That did not solve the problem.3.Background: Originally purchased a Mint SIM card kit to plug it into my old, but compatible phone, a ************ phone, but it was locked. My old carrier (Republic) was unable to unlock my old phone after many attempts so I gave up, purchased a new Mint phone (which came with another *** card) and cancelled my old service.4.Called Mint technical support who said it would be okay to use the first *** card in the new Mint phone. The phone would only work on Wifi and would not work on data. 5.Called Mint technical support again who said (I think) that the *** card in the new phone says it is connected to my old Moto phone? Then I was suddenly disconnected. After holding for more than an hour I gave up as I needed to get to work for the night shift.6.My wife is helping me. Her phone is ************. As a last resort she tried to activate the second *** card that came with the new Mint phone using the *** card activation option on your website and received this response: We're sorry. The *** you entered is a pre-funded *** card. Pre-funded **** cannot be used as replacement ****, they can only be used to activate new service. Please try again with a valid replacement ***.7.I must keep the ************ number. What do we do we now?Kit *** card now in phone is *******************. *** card that came with new phone is *******************. 8.Just spent a lengthy chat with Mint to no avail. Once again, disconnected. Who has the skills to handle this problem?

  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:10/15/2022

  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.

  In early September of this year, I got a 3 month plan for ~$45. I was mainly looking forward to having the 4gb of data that I paid for, as I needed to be connected while travelling. After over a month my data has still not worked at all. Not a bit. I called customer support about 7 times in one day because they kept hanging up on me in the middle of trying to fix it (I was not rude or anything, I was very patient and wasn't even upset at this point) and every time I called back it was someone else that had no clue about my situation so I had to explain it to a new person. By the end of it, nobody knew what to do and after all the steps it still wasn't working so they sent me a replacement sim card.When I put in the replacement about 3 weeks later, the activation option in the app wasn't working. The directions prompted me to call the number, but lo and behold, my sim was still not activated so I could not call the number. Finally my fiance got home about 6 hours later and I called using his phone, and when I asked if this would fix my data the rep said "just do a power cycle, it'll be fine". I did a power cycle and my data still is not working. On top of it all, it's probably the worst service I've ever had (they said my service was great and towers are all in my area) I can not load any pictures at all, or multimedia texts that are too long. It goes out randomly. I have had phone calls go straight to voicemail. I get texts anywhere from 1/2 hour to 10 hours late, and I have to restart my phone just to get service most of the time. This is ridiculous.

  Business Response

  Date: 10/21/2022

  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: 10/21/2022

  I didn't get a refund within 7 days because I repeatedly tried to call and fix it. Over and over I was talking with Mint's representatives who told me they would fix it by sending a replacement and I had to wait. I am not getting a service I am paying for. Not refunding me would just be false advertisement

  Business Response

  Date: 10/27/2022

  Hello,

   

  In regards to this concern, we understand customer's frustration however we are unable to process a refund in this matter, due to the fact the customer is outside of our 7 days refund policy. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:10/15/2022

  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.

  Mint Mobile refuses to provide a simple billing statement, something provided by any phone or wireless company. I have repeatedly told them that the transactions page is not sufficient and have asked them to create a custom one-off statement, they have all of my information to do so, but they refuse to. When I ask why, they do not answer. I have opened two cases (CRT45497 and CRT45563) and they have provided a non-answer to my specific question to both.

  Business Response

  Date: 10/21/2022

  Hello,

   

  In regards to this concern, currently we do not provide billing statements, the customer can log into their online account to view transaction history. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 10/21/2022

  We have already stated what the business has replied with. Mint Mobile, as stated, I am asking for a custom, one-time billing statement. I am well aware that you do not have this readily available to customers, hence why it is called a custom, one-time request. The transactions page, as mentioned, is insufficient. This is needed for proof of utilities, and a billing statement is table stakes for telephone companies, even prepaid telephone companies. Please address this specific concern as request several times.

  Business Response

  Date: 10/27/2022

  Hello,

   

  In regards to this concern, we understand the customer's frustration, however we currently do not provide billing statements. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 11/01/2022

  Correct. This complaint will continue to be rejected as Mint Mobile is fully capable of creating a billing statement but refuses to.