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:10/10/2022

  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.

  There is misleading advertisement on the Mint webpage, as there is a claim that you receive 50% off of any 12-month plan when you buy certain select phones, and are a new (port-in) Mint customer. I am a new Mint customer, purchased what I thought was an eligible phone (iPhone 14 Pro ***** but couldnt figure out how to get the discount, as it wasnt an option in the Mint app. Though I noticed that while the Mint deals webpage implies the new iPhone 14 Pro *** is eligible, it is not listed on their terms and conditions, and maybe that is the reason why I couldnt get the discount, not sure. Customer support could not give me the discount and said to request a refund and repurchase everything, which I am not willing to do as the cost of restoring my service with my previous carrier with eat up the savings. One support technician said this was due to a technical glitch, and another said I purchased the wrong plan type, needed to purchase the 6 month plan and not the ******************************************** the terms and conditions. Another possibility is that I tried the 7-day free trial when receiving the new phone, and maybe that classified me as a previous Mint customer somehow. Whatever the reason, I have given up trying to get this discount, and would be happy if Mint could debug this issue so that other customers do not deal with this. If it is not a software issue, then at least update the terms and conditions and the Mint webpage to make the offer more clear. Other than that, I have been very happy with ************* and customer support has been very quick to respond, though are unable to help in this case. Didnt know how else to submit a bug report, hence going through the BBB.

  Business Response

  Date: 10/14/2022

  Hello,

  In regards to this concern, it is not a techinical glitch. Our 50% off on any 12 month plan is a device and plan bundle offer. Customer needs to purchase the device bundle that we have on our website. Port-in is a requirement for this offer. If the customer can provide us with their order #, we can check if they ordered the correct bundle from our website.

   

  Thank you.

  Mint Mobile

  Customer Answer

  Date: 10/14/2022

  I would like to respond to Mints response. ******** number is MT2158466, and the receipt literally says Apple iPhone 14 *************** yet I did not get the advertised bundle price despite porting my phone number to Mint from a different carrier. I saw no options in the Mint app for the discount. 

  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:10/10/2022

  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.

  On September 3rd, 2022 I bought Order #MT2091475 from Mint Mobile that included a new Pixel cell phone and 12-months of phone service with 4Gs of data. Within the first few days of receiving my phone and new service, they had an outage in the region where I was attempting to use my phone, which started in *******, ** and ended in ***********, **, both of which are areas the service claims to cover. I reached out to tech support and they fixed the problem. The 7-Day money-back guarantee then ended. I continued to have connectivity issues, and tech support had me reprogramming my phone and bouncing me between towers, claiming yet another outage on 9/15 lasting until 9/20. By this time, I also noticed that my data usage was significantly higher than usual, which I made a point to research before committing to the 4G limitation. I consistently use between 2-3Gs per month, so I was confident in a 4G limit. My habits have not changed at all, but according to Mint Mobile I was now consuming 4G of data in 2 weeks, even though their cell towers were experiencing outages and I wasn't even able to consume data for several days during that time. I reached out to tech support and started asking for my money back, but they claimed the 7day return policy had passed. My phone started failing to connect to Bluetooth and lagging in basic functions such as turning on the home page (no apps, just turning on the phone). I frequently lost service and got "Emergency calls only" warnings despite them claiming I had unlimited calls and texts no matter what my data plan was, but their cell service was malfunctioning so often it couldn't connect in ***********, **. When I finally got past the first level of tech support, I explained that if the cell service is going to crash multiple times a month, my data was erroneously being consumed, and the phone itself wasn't even functional, then their company failed to deliver what they promised and I needed a refund. They are refusing.

  Business Response

  Date: 10/14/2022

  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: 10/15/2022

  Mint Mobile claims to provide a service. It's not an object that you try one time and decide if it works or not, it's an ongoing service that must CONTINUE TO WORK. Having multiple cell outages in a month cannot be determined in 7 days. Excessive data usage is not determined in 7 days. A rapidly declining phone is not determined in 7 days. You offered to provide service for 12 months, that means your product has to actually work for the entire 12 month period that I paid for. I am not going to lose contact with clients, miss important phone calls or texts messages, and continuously reconfigure which cell tower I'm connected with for 12 months just because you falsly claim to cover the ******* and *********** metroplitan areas. If you cannot provide consistant cell service, you need to refund my money. If you're data is magically consumed faster than other provider's data, then you need to advertise that and warn your client that their previous data usage will not suffice. I should not be spending several hours a week on line with your tech support team, I should not be waking up to ZERO cell service within my home on a regular basis with no clue when in the night that service dropped or any idea of how many calls or texts I've missed because the service failed yet again. You are not providing what you claimed to provide, so it's time for a refund. 

  Business Response

  Date: 10/21/2022

  Hello,
  In regards to this concern, we do understand the customers frustration. However, we find that the customers request is outside of our refund policy, which is 7 days from the date of activation, so their refund request is denied. 
  Thank you,
  Mint Mobile
  
  

• Initial Complaint

  Date:10/10/2022

  Type:Delivery 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 my phone on spt. 5, 2022.. the phone did not work where i live. i received my return label sept 16 2022 and returned it the next day at walgreen, *********,** via fed ex drop off. i checked on the tracking and found out it got damaged at fed ex location. I notified mint and one of their agents told me, i needed to file a complaint with ****** which i did. they told me that mint needed to file a claim. i notified mint and found out today, they never done this and that i have to do it.

  Business Response

  Date: 10/13/2022

  Hello,

  In regards to this concern, the customer will need to reach out to ***** to file a claim in this matter. 
  

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:10/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/8/22 when my mint plan was up for renewal and I was out of town, my debit card was stolen out of my vehicle. I needed to contact police and my bank. I tried live-chatting with Mint to explain my situation, but sat for over an hour at the library using their computer, and no agents answered. I tried logging in and out and waiting another 20 minutes, but it appears if a plan is cancelled, chat does not work, as I've never waited more than 3 minutes to speak to an agent. To make matters worse, all prepaid providers I've had in the past at LEAST let you call 611 to speak to customer support, but Mint does NOT. I had to very embarrassingly borrow a credit card from my friend in order to pay for service. It is inexcusable Mint leaves you with no way to talk to a human at Mint during an emergency situation. I am asking mint to credit my account whatever they feel is necessary due to what occurred, and urge them to allow you to speak to the 611 customer support number when your plan is expired.

  Business Response

  Date: 10/13/2022

  Hello,
  

  In regard to this concern, we have taken a second look into this matter and a refund has been issued. Please allow up to 10 business days for the funds to be credited back to the customers account. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 10/18/2022

   There is still no refund.

  Business Response

  Date: 10/24/2022

  Hello,

   

  in regards to this concern, refund has been processed, 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: 11/14/2022

  I made a BBB complaint over a month ago in which Mint mobile stated they would be issuing me a refund. The complaint did not state in any way, shape, or form that by issuing this refund, it would deactivate my current plan. The refund was supposed to be for a plan purchased in July, order ID: ********. In fact I had purchased the new plan long after making the complaint, order ID : ********. If you state in a complaint you are going to refund someone, it would be prudent to state it would deactivate your plan. How would you feel if some 3 weeks after **** replied to the complaint, they shut your service off without any warning whatsoever? Also, I am still waiting on their refund and don't have the money to reactivate my plan. This is totally unacceptable, especially when the reply never stated they would be taking away my service by issuing a refund. So since Mint has dropped the ball twice now, instead of issuing a refund, I am demanding they add another 3 month plan to my account. Shutting off someone's phone service weeks later without any notification of such is never the right thing to do, so I am asking Mint look into who replied to the complaint and coach them on this as well.

  
  

  Business Response

  Date: 11/14/2022

  Hello,
  In regards to this matter, a three month credit has been added to the customers account, we
  apologize for any earlier confusion.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:10/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was formerly a Mint customer but switched to a different wireless provider in August 2021. On June 12, 2022, I received a promotional email from Mint offering me three months free if I would switch back to Mint and buy a Mint plan by 6/22/22, using my same email address (see attached offer email). The promotion was sent to my same email address that was tied to my former Mint account. I decided to take advantage of the offer, so I purchased a new plan on 6/22/22, the last day of the promotion (see attached order confirmation from Mint in the amount of $52.38). Per the note in the offer email, I waited until 20 days before my renewal date to check and ensure the promotion credit had been applied. When I saw that it had not been applied, I reached out to Mint to try to correct the issue before my renewal date arrived. However, **** said that it did not owe me a promotion credit. I had multiple phone calls and online chats with multiple representatives trying to get the issue resolved. When I asked why Mint was not giving me the promotion credit described in the offer email, Mint gave me a variety of answers, including that I was not eligible for the offer and/or that the offer was never intended for me (but Mint emailed the offer directly to me and did not state anything in the email that would exclude me from eligibility); that Mint sent me the offer email by mistake (if it was a mistake, I trusted Mint and gave them my money, so I expect them to make good on their offer even if it was their mistake); or that I needed to activate my service by 6/22/22 (this was not stated on the fine print of the offer emailit just said I needed to purchase the service by 6/22/22, and the activation date depended on how quickly Mint shipped the *** card, how quickly the mail ran, whether there were technical issues activating the *** card, etc. In my case, I received and activated my *** about a week after purchasing the plan (see excerpt from credit card statement for 6/22/22).

  Business Response

  Date: 10/13/2022

  Hello,
  

  In regards to this concern, if the customer could provide us with their ****************** number, we would be able to further investigate this matter and provide credit. 

  
  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 10/13/2022

  In response to your question, my Mint Mobile number is **************.

  Business Response

  Date: 10/20/2022

  Hello,

   

  A credit has been added to the customer's wallet on their account, customer can use the funds for additional data or for their next plan renewal. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:10/07/2022

  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 ordered service with Mint Mobile on September 20, 2022. First attempt to use an E Sim card failed. They ended up sending 2 physical Sim cards, both of which failed, I have spent hours on the phone with this company, first trying repeatedly to get the service to work. I was unable to use my phone, all my calls failed and of course then we were going thru Hurricane ***. I have been asking for a refund due to NO SERVICE and they are claiming I went over their 7-day trial. I have been in contact with them to no avail. They are refusing my refund. I prepaid for 3 months of service, did not get one day of use and despite many emails and calls they all say the same thing. File for a refund. This evening I spent almost one hour trying to speak with a supervisor who told me his name is ******************* he is the only one who *********************** with and e at the end. No last name. Gave me another ticket number to follow up with in another ***** hours.ticket: "supportm-540629"They are delaying my refund each time they want me to call back, or email.Please help me. They are wrongly keeping my money for services I have not used, nor am I currently using them. I had to go to ******* to get service.Thank you, *************************

  Business Response

  Date: 10/13/2022

  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:10/06/2022

  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 service gets interrupted on a daily basis, often multiple times each day, often for hours at a time. No phone cellular service and no data or text messaging service. I have called literally dozens of times over multiple months (at least 4) and the customer service people with mint have never been able to solve this issue. I have spent dozens of hours on the phone with them.

  Business Response

  Date: 10/13/2022

  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: 10/13/2022

  I have prepaid $240 for a mobile phone service plan that includes talk, text, and data.  Only the talk worked.  The texting and data only worked about 30 percent of the time.  That means you (Mint Mobile) did not supply the product that was purchased.  Your refund policy is legally irrelevant.  You do not get to take someone's money and not give them the product that was promised.  

  Please refund the $240 that is owed me immediately.  

  This is a Demand for Money Owed!

  Business Response

  Date: 10/20/2022

  Hello,
  
  In regards to this concern, we have take a second look into this matter and we find that the customers request is still outside of our refund policy, which is 7 days from the date of activation, so their refund request in this matter is denied. 
  
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:10/06/2022

  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 was required to pay $200 in advance for Mint Mobiles service. Almost immediately my service became very splotchy and almost nonexistent. I almost never had one bar. I had a lot of dropped calls, no service, not able to connect and waiting for a connection messages. I notified mint mobile several times and I followed their instructions.( such as turning off the ***** etc.) However, this did not solve the problems. I bought a magic jack ***** as a supplement so I would have backup service until I could get better service. Because I was too busy to seek other service at the time due to a friends imminent death and a sick dog, I used the Magic **** for a time. Anyway I changed to boost mobile a few months ago because I had no service at my home where I am now most of the time because I am a retired senior citizen. Sadly, mint mobile has refused to give me a refund even though I have no service whatsoever. From them and they know that I am on the other company. I initially signed up with them on March 3 for a 45 pre pay plan. The ***** service was minimally good during that time. I have had cell service since **** and I have never had any complaint from any company at all until now and no one has ever attempted to keep $200 for sure. Please see what you can do about this because I am a senior citizen And there are a lot of senior citizens that *** be taking advantage by this scam scheme and company! It is a bait and switch they put you on the trail plan and it works minimally well just enough to get by and soon as you pay for the year your service is not acceptable and even after you have to change they refuse to give you a refund! I have copies of my ***** messages and the bars to prove every single thing *** said. No bars and lots of error messages! Even when youre on a call it goes from 1 to 2 to 0 and the calls drop. Personally I feel that this company should not be allowed to do anymore business in the ****************, perhaps the **** Theyre thieves

  Business Response

  Date: 10/13/2022

  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:10/04/2022

  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 a 12 month plan from Mint Mobile on 1/3/22 for me and my daughter. On Sept 1 they tried to bill my credit card even though our 12 months was not up. The transaction was declined as I no longer own that credit card. Mint Mobile canceled my daughter's phone service on September 1, 2022 and I have been trying to get it restored for the last month.

  Business Response

  Date: 10/13/2022

  Hello,
  

  In regards to this concern, customers account has been suspended due to chargeback made against their plan, customer will need to repay the chargeback before line can be reactivated. 
  

  Thank you, 
  Mint Mobile 
  
  
  

• Initial Complaint

  Date:10/04/2022

  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 a new phone through Mint Mobile. The camera on the phone was defective so I requested an exchange for a new phone. The warranty includes a postage paid exchange. First they sent me a label that I have to pay postage. I contacted them and they said they would email me the postage paid label. I still have not received it. I have contacted them 6 times. They keep saying they have escalated the request and I will be emailed the label. They claimed they emailed it but I have still not received it. I did check junk/spam. They said it will take 72 hours to send again. I just want to exchange the defective phone for one that works as expected. My order number is MM0_934675. My ticket ID is *********.

  Business Response

  Date: 10/13/2022

  Hello,
  
  In regards to this concern, we will be reaching out to the customer to get the device returned, once we receive the device an exchange will be provided to the customer.

  
  Thank you, 

  Mint Mobile
  

  
  

  Customer Answer

  Date: 10/14/2022

  After almost 3 weeks of contacting and not receiving a solution from Mint Mobile (I tried calling, emailing, chatting on the app and chatting on FB) I reached out to my payment source PayPal.  They were able to refund my full payment for the defective phone. Mint has the worse customer service I have ever dealt with.  

  Business Response

  Date: 10/20/2022

  Hello,

   

  We are still getting the customer's device returned to us, the customer has been sent a pre-paid return label, if the could send the device back in the original packaging and everything it came with. We will get their refund processed, once we receive the device back in our warehouse. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 10/21/2022

  This has been resolved through other means (PayPal refund).  Mint never responded even though I contacted them many, many times.  I made my purchase using PayPal and they issued me a full refund.  Don't ever purchase a phone through Mint!