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:10/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of the transaction was in late august to early sept. i can find out the exact date. First let me start by saying i was excited to switch to what i thought was a cheaper plan but ended up the biggest nightmare of my life and has caused me a serious decline in mental health as i am SSDI.I ordered a phone and one year pre paid plan for approx $573 which was a lot for me to pay and i put on a credit card i already paid for and canceled my discover account. So one day i notice a package on my steps no call or notice and pick it up only to notice the package was DENTED and immediately was concerned so i opened it and my phone was severely damaged and so i put in my new sim card so i could call them and that didnt even work so i had to use my friends phone in order to tell MINT mobile that they delivered me a broken phone this was within 24 hours of receiving it! Well long story short over the next 20 some days my bf and I called, chatted and email with over 80 yes 80 people 10 of which were managers. telling us the same story they would email us or call us with a return label. or they have no documentation of the previous hour call. My husband and i spent approx 57 hours yup ******************************************************************************** into a downward spiral and has hurt my mental state. FINALLY THEY send me a return sticker to (at first just replace but turned into a return) send back the phone and of course the sim card didnt even work.Finally a week later we get a working return label so we sent the phone that was damaged in shipping or in their warehouse we dont know or care its not my fault to whatever the shipping sticker THEY SENT US. In care of some lady well a few weeks go by and no refund no call no email and so we call Mint Mobile asking where our refund is and they get this tell us "its being returned to us because we didnt list the reason for the return" when 1. WE TALKED TO 80 YUP 80 representives

  Business Response

  Date: 10/27/2022

  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:10/13/2022

  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 had purchased a *** card and phone plan combo through their company, I received the *** card and activated my phone through mint mobile app and all was well. A day or so into using their service my phone stops getting service unless I am on Wi-Fi and with that I get no use of phone call or texting. I reach out to mint mobile to trouble shoot with them and it starts working again. Well it then drop service again and I reach out to them and I am being told that my phone is not compatible any longer so some feature would work and some wouldnt. Mind you I made sure my phone was compatible before signing up with the plan and I was good to go. So I reached out to them on 10/13/22 and was told I apply for a refund and the agent walked me through on how to apply for a refund and then told me it could take some time for it to process. I got an email about 30 minutes after saying the refund was denied. So I read their return policy and it say I had 7 days, mind you I was only 2 days past the seven days. I asked for some sort of refund not the full amount, I was told they could only refund $9.00, mine you I paid ***** for the 3 month and he has only had the *** card for 9 days and mint mobile is refusing to refund any type of partial refund. We have reached out to them and they are escalated it but I dont think anything is going to happen and right now times are tough and we just cant eat that amount of money for a service we cant even use.

  Business Response

  Date: 10/18/2022

  Hello,
  In regard to this concern, we have taken a second look into this matter and a full 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: 10/20/2022

  
  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:10/13/2022

  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.

  Tried to move my service from **** to Mint. I am using an iPhone 14 and after 6 hours on the phone, they never could get it to work. Since my number had been transferred, I no longer had any phone service.I tried to get my account number so I could move to a service that knows what they are doing. They said the only way I could get my account number was for them to send me a text. Of course that was impossible, since the service never worked! After many more hours I finally got someone to give me my account number.Then I filed for a refund per their 7 day policy. It was the next day but for some reason it was rejected. So not only did they s**** up my service and leave me with no service, they refused a refund!

  Business Response

  Date: 10/18/2022

  Hello,

  In regards to this concern, full refund was processed on 10/17/22. 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:10/13/2022

  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.

  Mint is refusing to refund me due to me being over the 7-day refund period. I am in constant contact with mint, and my service has not been the best, especially after my 7 days. In the time using mint, calls have dropped / not received text messages. I contact mint to get my account number and my account was locked. I wait a day and now I can't get a refund/. I want a refund the the 2 months I paid in advanced

  Business Response

  Date: 10/18/2022

  Hello,

  In regards to this concern, we weren't able to locate the order to provide a refund. Please have the customer provide the order # so we can process the refund.

   

  Thank you.

  Mint Mobile

  Customer Answer

  Date: 10/18/2022

  hello. MT2166044 is the order #. I was able to find this out through customer service 

  Business Response

  Date: 10/25/2022

  Hello,

  
  In regard to this concern, 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: 11/01/2022

  
  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:10/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I ordered a new iPhone 13 from Mint Mobile on the **************. Order Number MMO_940832. The order was delivered on the 10th of October.The phone I was delivered is clearly not a new iPhone, there is no protective plastic film on the device and it had fingerprints and marks all over it. Some of these were wiped off easily. There is also someone else's name stuck to the charger. I haven't turned the phone on yet so it is still how I received it. I contacted Mint Mobile to ask for this to be returned and exchanged for my correct order. I have spent multiple hours on the phone and using their online chat service, but so far I have been unable to get a satisfactory solution. Two customer service advisors have agreed from the photos (attached) that this is not a new product and must be an error on Mint Mobiles' part. I was told on the phone I could have a free return of the faulty phone and a replacement would be sent out to me. This is exactly what I wanted however when the return label arrived it was for me to pay to return it and the email attached that they would investigate the situation, possibly give me a refund or charge me further fees. There was no mention of getting a replacement device. This process can take up to 20 days. In the meantime, I would have to re-order and pay for a new device.I really don't find this to be an acceptable service. I am writing to you in the hope that you can help me to get a replacement item and also to voice the poor customer service that ****************** have provided.

  Business Response

  Date: 10/18/2022

  Hello,

   

  In regards to this concern, we'll have one of our agents reach out and make sure this customer is taken care of.

   

  Thank you.

  Mint Mobile

  Customer Answer

  Date: 10/19/2022

  No one from Mint Mobile has reached out to me. I have been contacting them daily via the online chat. Everyday I am told my pre paid returns label will be sent within 24 hours. We are now on day 9 and no closer to a resolution.

   

  I do not believe they have any intention of resolving this.

• Initial Complaint

  Date:10/12/2022

  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 signed up for Mint Mobile in Feb of 2022 and renewed with them twice with no issues. In August I decided to renew for a year because I was pretty happy with everything. On October 3rd I arrived at work and my phone was not working. I called Tech support and they said it was because my phone was 3G, I went and bought a new 5G phone for $450.00. I arrived at work the next day and my phone was still not working. I called again and was told the problem should be handled by Friday, that there was a tower down. I really tried to give them the benefit of the doubt and waited until Monday October 10th, I arrive at work and my phone is still not working. I am a freight broker and use my phone constantly for my job. We were right in the middle of sending emergency response equipment down to ******* for the Hurricanes when this happened. I decided to switch carriers as my boss was getting highly annoyed with the situation and I really didn't want to lose my job because my phone is not working. I called Mint Mobile to ask for a refund for the year I paid and they said no. I do not see how they can keep my money and make me pay for a service that is not working, and is keeping me from being able to do my job. Location of issue *********** *******, ** I should be refunded the difference from August renewal to October 3rd when my phone stopped working. Not to mention I spent $450.00 on a new phone that I really did not need to buy, but it was probably time for an upgrade anyway. I did not want to switch, I had to so I could do my job, this is how I pay my bills after all.

  Business Response

  Date: 10/18/2022

  Hello

  In regards to this concern, a partial refund was provided to the customer.

   

  Thank you.

  Mint Mobile

  Customer Answer

  Date: 10/19/2022

  
  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:10/12/2022

  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.

  Switched to Mint mobile, the service was very poor in my apartment then I ported out my number to Visible after 16 days, the *********** porting in/out the number can take days. Now Mint claim they can't issue refund based on their policy. 1. Once porting out the number the account is no longer active. Refund can only be issued to active account 2. There is a 7 days for people to request a refund which is too short with porting number in/out taking days I think Mint mobile should refund at least prorated if not the full amount

  Business Response

  Date: 10/18/2022

  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: 10/18/2022

  Mint mobile has many ads that says 14 days however they say their policy is 7 days, this really misleading. Also I have contacted the customer support complaining about the virtually no signal where I lived and express the desire to port out the number, customer service didn't say anything about porting out the number will close the account. As you can see many BBB complaints have this same issue. If Mint mobile refuse to refund then they should restore at least my original phone number ************ and allow me to  use that phone number for 90 days which is not the case, they are charging me for not using the service which is not acceptable.

  Business Response

  Date: 10/25/2022

  Hello,

  
  In regards to this concern, we have taken a second look into this matter. However, we still 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: 11/01/2022

  It is OK for Mint Mobile not to refund the money but if mint mobile refuse to refund then Mint Mobile should keep providing the service to their customers. However, Mint Mobile unilaterally terminated account when I ported out the number, charging their customers while providing no service which I find it unacceptable.

  I can give you 2 example how other carrier do business:

   - I ported out my numbers out of ******** they suspended my account but did credit the days that they didn't provide the service.

   - I ported out the number out of Visible, they restore the service to the number that I was first given.

   

  I really think Mint Mobile should learn from their competitors.

   

  Best,

  Rutso

  Business Response

  Date: 02/09/2023

  Hello,
  
  In regards to this concern, a full refund was provided to the customer on 12/2/2022, customer
  shouldve already received the funds back to their account.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  07/13/2022 I purchased a plan for $45.00 from Mint Mobile ***********). I then purchased an additional 12 months to lock in the $15.00/month rate. 10/10/2022 (ticket #******) I requested the account be cancelled and the balance ($180.00) be refunded. On 10/11/2022 I got an email stating that "...a new Mint 12 month's 4GB plan' was 'renewed' then when I looked at my account it showed I owed '$180.00". I called Mint Mobile again and was again told my account was being cancelled and that I was getting a refund of $180.00 but they asked for my "the first six digits of my credit card..." and "..the last 4 digits of my credit card so the $180.00 could be refunded. I now suspect they are going to use the credit card information to bill me for the $180.00 for the plan renewal. Ticket number SUPPORTM541169

  Business Response

  Date: 10/18/2022

  Hello,

  Upon further investigation, on 7/13/2022 the day that customer first activated the service, the customer paid for another year. So the customer prepaid another year on top of the initial 3 months that this customer had. On, 10/10/2022, her account renewed using the 1 year prepaid credit that she had in her account. Our 7-day refund policy only applies to the initial 7 days after activation. Renewal payments are not refundable.

   

  Thank you.

  Mint Mobile

  Customer Answer

  Date: 10/18/2022

  This response is not acceptable and I am standing by my request to have the balance of my account of $180 refunded. 

  Business Response

  Date: 10/25/2022

  Hello,

  
  In regards to this concern, we have taken a second look into this matter and we understand the customers frustration. However, we still 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: 11/01/2022

  I do not accept that a product that encourages pre-payment for services would apply a 7 day only refund policy. I will not concede my position that I am entitled to a refund of the unused balance of my account.  

• Initial Complaint

  Date:10/11/2022

  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 August 23, 2022, I purchased a 90-day cellular service package from Mint Mobile. After a few days I had received my sim card and completed the transfer from my previous carrier, ATT. However, around the end of September 2022, I was told by many friends and family that they had tried to call me numerous times, and the calls were not going through. I was also noticing many of my outgoing calls dropping and a significant reception reduction while in my house. I was finding that I now had to go near a window to keep the calls from dropping.I contacted Mint Mobile about the significant service issue via their help line and was told to restart my phone, remove and replace my sim and that would fix the issue. It did not. I recontacted Mint Mobile via their help chat line and was now told that there was an issue with the local tower near me since September 20, 2022. I asked when it was to be fixed as my phone service was now unreliable and inconsistent. I was told that Mint Mobile did not own the tower (T-Mobile) and they had no way to know when it would be fixed, if ever. I was basically told tough beans. I requested a refund online due to the significant service reduction and the inability of Mint to provide a solution. I provided all information Mint requested to process the refund. However, I was then told my refund request was denied because I did not file the refund request within the first seven days of service. This was impossible because the tower was not down for about 30 days after starting. After numerous texting and IMs back and forth, I was again told no refunds and they could not "violate their refund policy". I am asking for a full refund of the $67.41 and a written apology for the way I was treated.The attached photos were taken from some of the text conversations I had with Mint when they admit that the cell tower was down/out of service since 9-20-22.

  Business Response

  Date: 10/14/2022

  Hello,
  
  In regards to this concern, a one-time exception has been made and we have processed a refund for this customer. 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: 10/15/2022

  
  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:10/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I renewed with a 12-month Mint plan in May 2022. On July 31 2022, I requested for an eSIM through the app, as the first two eSIMs in a twelve-month period are free. However, this functionality did not work at all and removed my quota without giving me a single eSIM. I then contacted support to get an eSIM, and after wasting my time, they sent me a physical SIM in the mail instead. Since my quota was wasted by Mint's own buggy application, I had to order and pay for another eSIM myself instead of wasting more time. On October 8 2022, I have been trying to order and install an eSIM on a new phone through the application, but the functionality on the app is completely broken and removed. I had to wait till October 10 2022 to contact support when it re-opened, and then had to do that several times because of "delays".

  Business Response

  Date: 10/14/2022

  Hello,
  In regards to this concern, we'll have one of our representatives reach out to the customer and assist with the refund of the eSIM charge.
  Thank you,
  Mint Mobile