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:09/27/2022

  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.

  Since purchasing my phone through them, to upgrading my service, there is always an issue that is someone else fault and they can't fix it. I was told when I bought my phone that it would be an ******* edition; I was sent a 3gb version and there was nothing they could do to fix it. Needed to upgrade my plan from 4gb to unlimited that had a "buy one get one year free" attached to it. Was told that if I upgraded my plan before my 1st year ended, that it would upgrade my free year as well to match. Now I owe again and all they said was sorry you were given wrong information, but there is nothing we can do. My sister purchased a phone that they Never shipped, but charged her over 500$ and said they couldn't refund her the money until they got the phone back... THE ***** THEY NEVER SHIPPED! It took her 5 months for anyone up the the food chain to fix it. She went with another company. If you contact them over the phone and not via their texting app, they will just deny anything someone said because NO ONE TAKES NOTES or puts notes in the system unless the app is doing it. I have screen shots of the conversation where the SUPERVISOR(who also said no one above him talks to customers after I asked to speak with his supervisor) said that he's sorry for the wrong info, but that's not how it works...I worked for a major cellphone carrier and know that this can be fixed but they just pass the issue off every time with "oh I'm sorry that wasn't me so I can't do anything".

  Business Response

  Date: 10/03/2022

  Hello,
  
  In regards to this concern, we will be reaching out to the customer for more information in this matter to resolve their concern.

  
  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 10/04/2022

  
  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:09/26/2022

  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.

  This business claims you get referral money toward your bill. I referred a friend and gave the information needed and was told since it didn't automatically apply there's nothing that can be done. Which i asked again are you sure. Even on the commercials it says maybe its human error and we can fix it. Worst customer service I've ever received from a phone company. So disappointing.

  Business Response

  Date: 10/03/2022

  Hello,

   

  In regards to this concern, we have provided the customer with a credit on their wallet balance, we apologize for the delay. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:09/26/2022

  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.

  Could not provide service paid for **************** hung up on 2 times. 3rd rep said she had my number and would call back if call dropped. When trying to get refund hung up on agian total paid $1,267.06

  Business Response

  Date: 10/03/2022

  Hello,

  
  In regards to this concern, we have investigated this matter and we understand the customers frustration. However. we find that the customers request is outside of our refund policy, which is 7 days from the date of activation, so their refund request is denied. 
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:09/26/2022

  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 decided to switch my cell phone service to Mint in March and purchased a 3 month unlimited plan to start but you must give them your debit card info including the security code so they have it on file. My T-Mobile service was not good in our area and I had frequent dropped calls, no service many times or very slow data speeds so I thought maybe it was settings on my phone and called them no less than 3 separate occasions to have them trouble shoot why the service was spotty or not picking up good tower reception and they really just could not give a reason but since it was paid in advance for the 3 months I decided to stay for the duration of service that was prepaid and change providers at the end of that period.I ported my number out to a different cell provider but Mint charged my bank card for 3 more months of unlimited plan uservice on 6/21/22 for $131.38 after I told them the service was not acceptable several times on their customer service chat sessions and that I was not interested in continuing my service when the 3 month prepaid term was up. I contacted Mint when I saw the charge for 3 more months of service within 24 hours and informed them that I ported my number out to a different cell phone provider T-Mobile towers just were not good in my area to provide acceptable service and I was no longer a customer and now switched to a different carrier. I would not be a customer and so I needed them to reverse the charge they just made for 3 more months in the future that they charged me with!The lady customer rep on chat said no problem I see where your number was ported out to a new carrier and I processed a refund back to your card and you should see the refund appear in your account within 7 business days. I screen spotted the chat and thought the charge would be credited back without issue like she assured me. In two weeks I checked at the bank and they said no refund from Mint had been issued. The customer service hassle started after contacting M

  Business Response

  Date: 10/03/2022

  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
  

  
  

  Customer Answer

  Date: 10/06/2022

  Resolution: Refund my money like your Mint promised and put in writing that they would in chat!
  
  I canceled my service and ported my phone number away from Mint mobile for poor service quality and calls dropping and many times no service coverage at all due to my area not having adequate cell tower coverage and I notified Mint several times that I was not going to renew my service after the 3 month period that I had already paid for.
  
  They renewed my service from a credit card and charged me for 3 more months of service when I had changed cell service providers and was not even a customer of theirs any longer. I got charged for service that I did not even receive! I contacted their customer service to let them know and chatted to say this charge was not valid and Mint mobiles customer service lady said that would be no problem since I did not have service through them or was even a customer anymore and that she processed the refund and that I should receive a refund to my card and see the money credited back to my banking account within 5-7 business days! After a couple of weeks I never got the credit back and when I contacted them they she did guarantee me that but they changed their mind and did not issue refunds....WHAT? This is ridiculous do what you say and mean it as a reputable and professional. Refund my money because you did not provide any product or service for what you charged me for!

  Business Response

  Date: 10/12/2022

  Hello,

  
  In regard to this concern, we have taken a second look into this matter and a refund has been issued for the customer's latest recharge. 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:09/26/2022

  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.

  Date of purchase: March 28th****** Pixel 5a with 12 months of service from Mint Mobile for $683.90I was sold a defective phone that overheats, won't connect to wifi, and has no service. Called Mint Mobile several times for troubleshooting and was told that there were "service outages" in my area and that they were working on them. Made 3 more attempts about this issue over the course of 2 months. Tech support did troubleshooting and told me to remove the sim card, turn the phone off for 5 minutes and then put it back in so they could "reset it". Finally after no success they told me that the phone was defective and it was not the service itself. I asked about a replacement phone and they said that their phones are only covered for 7 days from the date of purchase. That was not even enough time to know it was defective because they kept telling me it was the service. I have cancelled Mint Mobile and ported my number to a different company with service and am still being charged for 12 months of service that I am not using. ****** (the manufacturer of the phone) told me that the phone is under a 1 year warranty with the purchaser (mint mobile)Called several times and each time Mint has stated that they can not do a refund or replace the phone. I should not be charged for a defective phone and service that I am NOT using. Mint mobile does not want to take responsibility for their defective item and will not refund me for the remaining months of service. This was supposed to be a month to month service. I did NOT sign a year contract with them.

  Business Response

  Date: 10/03/2022

  Hello,

  
  In regards to this concern, we have investigated this matter and we understand the customers frustration. However. we find that the customers request is outside of our refund policy, which is 7 days from the date of activation, so their refund request is denied. 
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 10/03/2022

  What about the remaining months of service that I am still being charged even though I am NOT a customer of this service. I have Affirm payment balances from your company still coming in for a year of service 

  Business Response

  Date: 10/06/2022

  Hello,

   

  In regards to this concern, we recommend that the customer reach out to Affirm to resolve this matter. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 10/13/2022

  Affirm can not simply "drop or do away with the payments" as Mint Mobile is the one that has charged me. Affirm is simply the company collecting the funds, they can't just make them dissapear. 

  Business Response

  Date: 02/09/2023

  Hello,
  
  In regards to this concern, we will be reaching out to the customer to get the device returned,
  once we receive the device a full refund will be provided to the customer.
  Thank you,
  ******************

• Initial Complaint

  Date:09/26/2022

  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 need **** able to retrieve my phone records from 1 July 2022 to end of July 2022 because of harassment however when I called mint I was disconnected 20To times between ****** EST what terrible service

  Business Response

  Date: 10/03/2022

  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
  

  
  

• Initial Complaint

  Date:09/26/2022

  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.

  Purchased plan for 6 month service, pre-paided with phone, on 9/23/21. I cancelled after weeks of troubleshooting why I wasn't getting service. They finally told me that I would have to contact ******* manufacturing regarding the issue with phone. I cancelled immediately as I was within the time frame to cancel for full refund. I've returned the device and for nearly a year, I do have my notes for each call, I've been trying to get my refund. I have been repeatedly told that "yes they have the device and someone in the back office will call me back" and that they also verified the "ticket #" for issuing the refund. I have also contacted the federal trade commission and filed a complaint, nothing about that yet.

  Business Response

  Date: 10/03/2022

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

• Initial Complaint

  Date:09/26/2022

  Type:Customer Service 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 paid for 3 months of unlimited phone/internet service costing $127. After 13 days, the phone would not make calls and the unlimited high speed internet dropped to intermittent 2G though I had not reached the data limit. I called customer service and was told a tower was down and would take 3 days to fix. I called in the fourth day and was told there was no fix by date. I called in day 21 and was told there would be no refund though I could not make calls, received intermittent calls and could not run my business from my phone forcing me to go sit in parking lots and use free internet. I received a ln email asking for the order number and the first six and last four of my bank account, as well as numbers from a confirmation email that was never sent. (I have had service with them for over a year, purchased multiple plans and never received an email.)I was told on messenger that there would be no refund after the seven day trial period as this is policy and the only refund. I know this is untrue because I was once sold a one month policy and told I could not use it unless I bought two more. I was even told they do not sell one month policies but I had all the info and they refunded the money after pressuring me to buy two more months. I cannot afford to be without service. I cannot even speak to my loved ones and cannot afford another phone with out a refund. Please help me. I am not the only one who is going through this. The ** page is full of people with no service whose money they have taken. I also have documented conversations with friends about no service and then unable to call me. Thank you .

  Business Response

  Date: 10/03/2022

  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: 10/03/2022

  The business is welcome to my phone number ************, but having provided the account information at least five times and been refused a refund although they acknowledge the failure in service is through their contracted system, I am convinced it will result in no action being taken. I have been without the service I paid for since August 20th. I have been reasonable and patience. I now require my money back to buy another phone from a company who will provide the service they take my money for. Response rejected due to previously supplied and no resolution reached. 

  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 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:09/26/2022

  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 have a prepaid plan with mint mobile. I have been experiencing very frequent random dropped calls. This problem has been going on since approximately May of 2021. My children who live in my house had not had the same problem and one of them had the same phone. I bought a new phone thinking that it would solve the problem but it made no difference. . I contact them approximatly 3 times a week with not a whole lot of progress. They said that they were escalting the call but I haven't heard from anyone. I pre-paid for a year and they won't give me a refund. They won't let me talk directly to a technician. Thank you for any assistance in this matter.

  Business Response

  Date: 10/06/2022

  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:09/26/2022

  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.

  About August 1, I signed with Mint Mobile for their phone service, including a cell phone. They claim that it was shipped vie Fed-Ex to my address, but was not able to deliver. Several phone calls resulted in promises to assure that that the phone was delivered. They have failed to get delivery and were not truthful on delivery status. I have requested a refund ($334.41). They inform me that it will take p to 2 weeks to process the refund. I have spent hours on the phone dealing with this and have lost patience with Mint Mobile. My order number with Mint Mobile: MT *******

  Business Response

  Date: 10/03/2022

  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