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:10/04/2022

  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 and was sent SIM cards to start mint mobile. One was a trial for 7 days card and the other 2 were regular SIM cards that I prepaid 3 months on both. I also used the trial SIM card and activated and prepaid 3 months on it. I was charged $60 plus tax. My credit card statement reflects it as $64.40 on 09/22/2022 After using the service for one day we realized that the coverage for our area wasnt good. Calls were being dropped and we didnt have service. We canceled the next day. Mint mobile has a 7 day refund policy. I filled out the online refund form and received an email back asking for more information on 09/24/2022 (attached). I replied the same day with requested information. I did not hear back so then I called and spoke with someone in customer service who said I would receive a refund for both the 2 SIM cards that I ordered and the trial one that I activated. I did receive a refund for the 2 SIM cards for $135.75. I did not get the refund for the 3rd line for $64.40. I wrote into customer service on 09/27/2022 10/**/2022 but did not get a response (attached). I then called customer service and spoke with someone about the issue of not receiving the full refund on 10/03/2022. She said that I was out of my timeframe to request the refund. I told her that I did request the refund in time both online and by phone. She said there was nothing she could do that the system wouldnt let her process the refund since it was out of the time frame to do so. I then talked to a supervisor and he said he wasnt able to process the refund either and the best thing to suggest to me would be to dispute it with my bank. I dont want to dispute it with my bank I think the company should refund me as their policy states and as I did everything that was supposed to be done in the timeframe allowed.

  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
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 10/14/2022

  ************ I believe is the number for the refund in dispute. If you need the other 2 numbers that were on the account I can provide. Thank you. 

  Business Response

  Date: 10/20/2022

  Hello,

   

  In regards to this concern, we will work to get a refund processed in this matter, please allow up to 10 business days for final resolution to be provided in this matter. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:10/03/2022

  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 renewed my plan on 10/2 for a year of service and even had saved my credit card on file. I called the representative on 10/3 because my phone wasn't working due to being canceled since the plan wasn't renewed. I told him that's not correct and that I renewed my plan on 10/2. The representative said he can renew the plan and would be charging an extra $20 to renew the plan on top of the other charges. I said I should not be paying an extra $20 since I renewed the plan on 10/2 and it's not my fault their system didn't process the payment/request. He said there isn't anything he can do about removing the $20 charge. I then asked if he could add extra data and he said he couldn't. I would like to be reimbursed the $20 or give credit for future use. Also the website doesn't have customer service surveys/feedback where customer can address their concerns. That isn't right. Other customers should be able to see the reviews and issues others are having or had so they can make informed decisions on whether Mint mobile is worth it or not.

  Business Response

  Date: 10/13/2022

  Hello,

   

  In regards to this concern, a $20 credit has been added to the customer's account. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 10/17/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:10/03/2022

  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.

  Was with Mint Mobile as my cell phone carrier for over 3 years. About 6 Months ago I started having problems. First I could not access data and after many calls to tech support this was fixed. Next the phone kept getting dropped off the network and I would have to restart it each time. Again after multiple calls to tech support this was resolved. Not too long after this I noticed was not getting calls and people would tell me their calls would go directly to voicemail. Not only that but I was having difficulty connecting on outgoing calls. After many many calls to tech support they could not fix the issue. They ended up sending me a new SIM Card which did not work and since they deactivated the old SIM Card, I had no service at all. They could not help me when I called tech support using another phone. So I was forced to switch to another cell phone carrier. I had just paid them a little over $82.00 on September 4th for the next 3 months of service. During that time I was having these problems.
  
  About September 16th I called them for a refund. After multiple calls to customer service they refused to give me even a prorated refund. Firmly believe I am entitled to a refund as it was their fault that I was without service and they could not fix the problem.
  
  Stewart Lowinger
  Phone #: 760-534-6564
  Mint Case ID #: SUPPORT M 537999
  

• Initial Complaint

  Date:10/03/2022

  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.

  Date of transaction: Sept 25th, 2022 Amount of money paid to the business: $403.06 (two payments of $201.53)Business committed to provide me one year of cellular and data service on two phones lines for an entire year.Nature of the dispute: business refusing to honor refund policy and provide me the refund in the amount of $403.06 (both transactions) as I've met the 7-day refund window Whether the business tried to resolve the problem: contacted ************* originally two days after these transactions to get a refund request in. Agent assured me this fit within the refund policy and I would be approved to get my money back. However, the claim was denied by refund department. I had a supervisor escalate it and it was denied again. I'm on the third attempt to get my money back.Order #: ********, phone lines: ************ and ************

  Business Response

  Date: 10/13/2022

  Hello,
  

  In regards 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: 10/13/2022

  
  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:10/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid my bills and Mint mobile blacklisted my phone using their parent company T-Mobile. I bought my iPhone direct from Apple, had no issues during my first 3mo period using Mint. When I paid to renew my 3mo plan with Mint mobile on the 29th it worked great. The next morning my service was disconnected, multiple techs told me a variety of things, I troubleshoot the issue with 10 different people and nothing helped. Once I got fed up with the insanity I was dealing with I requested a refund of my $139 for another 3 mo plan only to discover that they blacklisted unlocked iPhone. I spent over 10hrs yesterday speaking to various people at Mint mobile and T-Mobile and Apple Support to end with no resolve. My Iphone is unusable because *********Mobile blacklisted my phone. No one is helping. Each company blames the other. Each company claims they can not blacklist a phone (not ************* do it all the time). They blame Apple sold me a bad iPhone, which is also not true. This has been a horrendous experience for no apparent reason. They blacklisted a paying customer, a brand new unlocked phone, which now leaves me without a phone and no way to join another carrier to get service. There are only 3 probable reasons a phone gets blacklisted: lost, stolen or unpaid bill to the carrier and neither of these apply to me. I have proof of payments, I have never lost my phone nor have I reported it lost. This was a sketchy move by both Mint Mobile and its parent company/partner T-Mobile to blacklist my phone because now I cant leave or even use it with any other carrier. Plus neither company says they can fix the issue which is also not true. This is bad business all the way around to a customer who had already renewed for another 3 months. This should have never happened and ************************** Partner T-Mobile should resolve this asap because they can and its the right thing to do. No more excuses and blaming each other. Simply fix it so we can all move on!

  Business Response

  Date: 10/13/2022

  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:10/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 16 I purchased an iPhone 14 Pro. Mint Mobile has told me a few days prior that the phone will indeed be compatible, yet it was not when I tried to set it up. After a few hours on the line with Mint Mobile supervisors they offered to create a refund case that needed approval. I was given a ***************************************************************************************************************** addition to that I filed a BBB case.Later the same day a representative told me to try and install the eSIM again and it worked. I then called Mint Mobile and was reassured by the agent that the refund case will be dismissed as I did not need a refund.A few days after I got a text message from Mint Mobile asking if my service works, and that was the desired resolution I needed from the BBB case at the time.Fast forward 14 days and on October 1 my phone plan says it does not work. I need my mobile plan as I am on call for my job. I contacted Mint Mobile and was told that they decided to refund me the money. I was furious and can not understand how two weeks after the 48 hour waiting period ended they finally decided to suspend my account and refund me the money without any notice.Last, I called Mint Mobile and was reassured by their agent that I will receive two refunds back to my card. One for $74.60 and one for $213.60. I indeed got the $74.60 refund, but did not get the $213.60 back to my card.I am asking a senior supervisor at Mint to call me back. I have been a loyal customer of ****************** for over 5 years with separate plans in every city I moved to, and I believe Mint Mobile has done wrong and need to correct their mistake.I would like to emphasize again that I did NOT want the refund, I called to ask for that refund case to be erased. I also asked a few times and was reassured I would get contacted prior to ay action taken, which did not happen.My number is ************** and that is my Mint Mobile account. Thanks in advance!Yotam

  Business Response

  Date: 10/06/2022

  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: 10/06/2022

  I did indeed receive the refund. I would still like to communicate with a senior supervisor as this issue has been extremely unprofessional and frustrating as a customer.

  Business Response

  Date: 10/13/2022

  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:10/01/2022

  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 have a special needs son who I purchased a 6 month plan for. After a month his mother purchased him a phone with a new service plan, so my son had the number ported. I contacted Mint asking if I can use the additional 5 months with a different phone and number. Mint said your plan is tied to that number and was inactivated when the number was moved and we cannot refund your money. So Mint took over $100 from me without providing service.

  Business Response

  Date: 10/06/2022

  Hello,

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

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 10/06/2022

  Hello mint mobile,

  
  

  The number on the account was ************.

  
  

  ***************************

  ************

   
  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:10/01/2022

  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 my Mint plan for about $180 on September 12. That payment covered a plan for a full year and I did not have auto renew selected. Just over a week later, on September 23, I got an unexpected charge for about $200. **************** said that it was a payment in advance for the next year's plan. That makes no sense, since that plan would start in one year, I had not enabled auto renew, and it is a different amount than a renewal of my plan. Since I contacted customer service more than 7 days after they charged may, they said they may not refund it. This is very troubling and feels like a scam.

  Business Response

  Date: 10/06/2022

  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:10/01/2022

  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 is in violation of the Service Members Civil Relief Act. I am a Soldier in the U.S. Army and deployed for six months. I informed Mint Mobile of my official trip and was told they were not going to retain my cell number. All I want is my cell phone number back. I have tried to contact the customer service, but was told there was nothing they can do. This is not my first deployment, I know my number is available because I have called it. The old number is ************.

  Business Response

  Date: 10/06/2022

  Hello,
  

  In regards to this matter, the customer will need to reach out to our care team to validate some information before these records can be released. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 10/07/2022

  I have talked to their customer service and they were not helpful with the matter. Even if I try to call I will be lost in the call center, the company should call me at ************ to email at ****************************. 

  Business Response

  Date: 10/13/2022

  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:10/01/2022

  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.

  After one year with little to no issues, I purchased another year of service with Mint Mobile, a 10 GB plan totaling $240 for myself and a 4 GB plan totaling $180 for my wife. About 3 months into the second year of service, we began to experience periods of time where we could not make or receive calls, even when showing service. Many calls were made to Mint Mobile, but the issue persisted. They said an eSim was supposed to fix it.The frequency of this issue increased to the point that it was affecting my business and ability to do my job. On September 28, 2022 I called Mint Mobile to discuss a resolution. By the end of the day, I had spoken to about 8 different customer service reps, including ******* and ****. I was hung up on several times. A couple of reps just completely stopped talking, but stayed on the line when they ran out of "prompts." They troubleshot, but this resulted in unauthorized charges on my credit card totaling $3 for an eSim that we should not have been charged for. They wanted to send a physical SIM, after saying eSim was better. A rep disconnected my service, but did not reconnect it so I was forced to leave work to try to get the issue fixed. I had to use my wife's phone to attempt to call Mint Mobile once again to get service reconnected. After another hour on the phone with them and 2 other service reps, the issue was still not resolved. I could not miss work again. I asked for a refund for the remaining time on our plans, so we could switch to a reliable company. They refused. I asked to speak to a manager/supervisor. They said they did not have one. I was told there was a refund department, but I was not allowed to speak to them. I asked for a refund request to be put in, but got no confirmation that this actually happened. I understand this issue is outside of the 7-day policy, but if they cannot provide usable service they should not allow customers to pay a year in advance. I request a refund for the remainder of my service plan.

  Business Response

  Date: 10/06/2022

  Hello,

  
  In regards to this concern, we have investigated this matter and we understand the customers frustration. However. after reviewing this matter, 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