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:09/26/2022

  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.

  Ordered a new phone and a year of service. Paid $1600 for the whole thing. Mint screwed up the address, ***** also screwed it up, No one fixed my address and now the phone is lost. No help from Mint after over 50 hours on the phone with their dog s*** support people. They have provided me a dozen numbers that have all been ******** and do not exist in the system. They put me on hold and then hang up when they look at my issue.

  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
  

  
  

• Initial Complaint

  Date:09/25/2022

  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 September 10, 2022, I paid Mint Mobile (MM) via Paypal $130.23. Receipt attached. Their commitment was to provide cellular service to me for 6 months. I would get the first three months free when I paid for the next 3 months up front. So, $130.23 for the first 6 months. There is a grace ****** at the start of 7 days when you can cancel for a full refund. If you decide between day 7 and day 90 of free trial ****** to cancel, you will be required to pay for the time on their service prorated (e.g., 45 days in, 50% refund).The facts are that their service was working properly during the grace ****** and conveniently stopped working right after that. I contacted their customer support multiple times and they were not able to restore my service. I ended up getting ****** Fi (GF) service on my phone and then cancelled MM about 14 days into the trial ******.It is true that I requested a full refund after the grace ******. However, they did not live up to the terms of the contract. I was supposed to have a working cellular connection for 6 months and they only provided that for one week. When they were unable to restore my service, I had no choice. I had to switch services and cancel after the grace ****** because they weren't meeting their commitments in the contract.The are going to withhold for the 14 days which is roughly $20. It is not about the money at this point. It's about the principle. It is just not right to penalize me for their inability to fulfill their commitments. Also, I am reporting it in case they are doing this to other people. They only way you will find out is if people like me report them to you.They will falsely claim that my phone was locked by ATT. That is simply not true. I bought an unlocked phone from the ****** store. If need be, I can prove it. I ran out of characters here to do that. =)

  Business Response

  Date: 09/29/2022

  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: 09/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I have already received the full refund. I consider this complaint resolved.

  Having said that, I will still publicly let everyone I can know that the customer support for ****************** is abysmal. Sure, I received a full refund of what I paid them after filing a BBB Complaint. I don't expect a public apology, but I will never forget when the Mint Mobile **************** Manager, ******, basically called me a liar. Who do I talk to about compensation for my lost time (~8 hours) and mental harm caused by the incompetency of Mint Mobile customer support?

  Regards, *********************************

  
   

  
  

• Initial Complaint

  Date:09/24/2022

  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 July 4th, we tried adding 3G data to phone # ************. The merchant's system was having issues and the request was not successful. However, it was charged on our credit card for $21.00. We kept trying till July 6. The requests were unsuccessful, but we got charged one more time on another credit card. I called customer service, and they manually added 3G data to my account. Unfortunately, we were charged twice for 3G data (Please refer to the attached transaction history). We contacted the merchant several times, but they refused to refund us.

  Business Response

  Date: 09/29/2022

  Hello,

   

  In regards to this concern, we have credited the customer's account with the amount charged that they can use towards their next purchase. 

   

  Thank you, 

  Mint Mobile