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:12/13/2024

  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.

  On December10th I bought a phone from mint with a 2-Day ***** Delivery.When I track the order it is in *******, ** and the label has been made. That's it.I have tried to contact Mint but no reply or acknowledgement. I am swithching from Boost Mobile and they have turned my phone off so I have no phone service and I am in a competitive busines where I receive several calls a day from clients. Boost mobile has not unlocked my phone, (That will be another complaint) I am out about $400 on the price of the phone and 3 months service fee. Please send the phone immediately or cancel everything and reimburse me all my money **** E ********

  Business Response

  Date: 12/19/2024

  Hello,

  We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:12/13/2024

  Type:Billing 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.

  30 Nov: I paid Mint $145.80 by credit card plus $55 in Mint credits to renew ************ (6 Dec renew) in advance with 5GB $15/month 1 year plan (see transaction history). Plan was paid til 6 Dec 25.2 Dec: I called Mint responding to Cyber Monday Mint email offer (Unlimited @ $15/month for 2 years when you start Family Plan). I asked that since I had two numbers just renewing could I put them in family plan and be eligible for unlimited service at $15/month. The person who answered said it should be possible and connected me to customer service *** who said it was possible and put my two numbers on family plan and charged my account an additional $189.73 which I assumed would be for second year. Then I looked at my account online and saw she canceled my 5GB plan and started an unlimited plan at the normal rate (twice the cost) - obviously not what I asked for. I asked her to reverse what she did - refund the $189.73 and put things back as they were (both renewals were already paid for). She would not reverse the transaction or connect me to a supervisor so I gave up and called back to get someone else. When I called back, another Mint *** quickly understood the error and reversed the charges.6 Dec: Mint 'flushed my $360 in credits and charged me again - $201.73 - for annual renewal (which I had paid on 30 Nov). I called Mint and agent and he ***eatedly told me not to worry, wait a few days and $201.73 would be refunded to my credit card.11 Dec: With no sign of $201.73 refund, I called Mint again and after much debate, *** said the $201.73 would be refunded.13 Dec: $201.73 was refunded, and service to ************ was cut off with renew date reset to 5 Jan 25 and no way to turn off auto renew (which should be illegal)Mint should have recordings of all these calls. Please listen to them. Mint transactioin history attached.Please fix this by setting service to ************ back to my p***aid expire date of 6 Dec 25

  Business Response

  Date: 12/17/2024

  Hello,
  We have resolved this matter per the customers request and the account should reflect the updates.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

  Customer Answer

  Date: 12/17/2024

  
  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:12/13/2024

  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.

  I am writing to formally address an issue regarding the loss of $150 in credits from my account due to misleading communication and unclear terms regarding credit ********** is a summary of what happened:1.Initial Renewal: I initially renewed my plan using $150 in credits and an additional $53.62 of my own money.2.Message About $30 Credit: About a week ago, I received a message from Mint Mobile stating that I could apply a $30 credit toward my next renewal plan for 2024.3.Action Taken: Based on this message, I decided to cancel my already-paid renewal, assuming I could combine the $30 credit with my existing credits ($150) and apply them all to my 2024 renewal.4.Loss of $150 Credit: After cancelling, I discovered that the $150 credit in my account was no longer available. Upon contacting support, I was informed that the $150 credit was a one-time use and is now non-retrievable.Why This Is Unreasonable 1.Misleading Communication: The message about the $30 credit led me to believe that it could be combined with my existing credits for the renewal. This was not explicitly clarified, and the lack of clear information caused me to take actions I otherwise wouldnt ********* Clear Terms: At no point was it communicated to me that the $150 credit was a one-time use and non-refundable. This is critical information that was missing from Mint Mobiles policies or notifications.3.Unfair Outcome: Due to Mints unclear messaging, I lost all $180 in credits (including the $150 already in my account and the $30 credit promised for my renewal). This is not only unfair but also unreasonable, as the misunderstanding was caused by Mints lack of transparency.Resolution Requested 1.Refund the Renewal Fee: Mint Mobile refund the $203.91 renewal fee that I paid.2.Apply All Credits: Allow me to use the full $180 in credits ($150 original credit + $30 promised credit) to pay for the 2024 renewal fee, as I originally intended.

  Business Response

  Date: 12/19/2024

  Hello,

  In regards to this matter, we have attempted to contact the customer via the email and/or phone provided on this form. If the customer could respond to us at their earliest convenience, with the information we have requested, we would be happy to assist them in resolving this matter.

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:12/12/2024

  Type:Billing 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 prepaid one year of service for two different mobile line. I ended of the time earlier with more than two month of service left. I called on 7/26/2024 and spoke to Mint customer service for a credit of used service. After a length conversation they agreed to applied the amount unused service for renewal discount. The agent *** they will put a notation on the account. I forgot to noted the amount. I have around two to 3 months left of service and the monthly amount is $15.00, so the credit was around $30 ish. The closed account number is ************ On December 12/12/24 when I called to renewal my other mobile phone line. **************** transferred me to the support department citing that it was the support department who gave the credit back in July. The outsourced support department doesn't seem to understand my story. He only said I have a $15 credit which is not what I am referring. The $15 was a promotional renewal credit I got through email promotions. He doesn't understand my request and wouldn't transfer me to a supervisor. I would like to speak to someone who understand English better. The agent was repeating of what i know already. Is this a scam? Did **** just took my money?

  Business Response

  Date: 12/17/2024

  Hello,
  We have resolved this matter per the customers request and the account should reflect the updates.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

  Customer Answer

  Date: 12/17/2024

  
  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:12/12/2024

  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.

  On Oct 15 I placed a order for a promotional service offer with Mint Mobile to receive 3 months unlimited talk, text,data free sim kit no shipping cost and a new number at $45 plus taxes and surcharges it came to $54..49. Prior to purchase they had a link to check and see if my phone was compatible and to choose from physical sim or eSIM. I put the information in from my preowned iPhone 13 mini I purchased on back market and website confirmed it was compatible for either sim. I chose physical sim ,the next page took me to check email to click on a eSIM activation Iink and I followed the steps and it stuck on activating spin symbol until the battery died. froze me out of any options not even power cycle. The next day I did it with through Ai support to actiiv /same result I reached out to *************** 2 x to assist and they suggested to delete app try again, same result. Then a hard reset wipe of my device/ same results I did that one more time and an error Msg from ***** care stating unsupported ****** I set appt with apple care they stated Mint mobile eSIM is not compatible with that device as stated in the error code. They advised to try a physical sim for service. Now at 2 wks into my plan they started on oct 17 sent email states the plan and number were activated. It was never activated on my mobile device or used. No text, calls or data no number or service activated on the phone to use. I finally called on Nov 3 to speak to a human explained all the steps I took and asked for them to mail a physical sim. They wanted to charge me, I refused as it was part of what I paid for. They responded with eSIM was emailed. No option to send a free one. I asked to deactivate acct ,refund, had them confirm no use no active phone imei on acct. they confirmed and stated a confirmation will be emailed refund in 5-10 days email received is attached they denied it due to time length. The time should not start until the plan is activated its in ad and sent a reminder email

  Business Response

  Date: 12/17/2024

  Hello,
  We have resolved this matter per the customers request and the account should reflect the updates.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

• Initial Complaint

  Date:12/12/2024

  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.

  On December 10th, 2024 at 2:30AM, I initiated a transfer of my phone number to Mint Mobile. I had generated my TOTP and ensured that my phone was up-to-date. Within 15 minutes of initiating the process, T-Mobile deactivated my account and my SIM card. As such, I can no longer make phone calls or use data. To this point, T-Mobile shown evidence that the number was successfully transferred to Mint and had been on the day of December 10th. For the last two days, Mint had been swearing up-and-down that T-Mobile had not yet released the number. This morning, they began saying that the transfer was "stuck in [their] system". They said they escalated the issue and promised me a call back within 2 to 4 hours, a window which has since passed with no word from them. I've had no phone service for over 48 hours now.

  Business Response

  Date: 12/16/2024

  Hello,
  We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

• Initial Complaint

  Date:12/12/2024

  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 ordered a 12 month plan on December 1st. 10 days later I determined that **** had a holiday promotion to purchase a new phone. However, it required the purchase of a year subscription. I requested that **** either apply the year I just purchased or refund the original purchase as I was purchasing a new one. Their return policy is 7 days, so I assumed an additional 3 days wouldn't be an issue - especially since I was not canceling service, I was just purchasing it under a new transaction tied to a replacement phone. Mint wouldn't assist in a resolution. I'm now stuck with two 12 month plans. Mint will not allow me to combine them (into a 2 year plan) nor am I allowed to hold onto the second *************************** a year. **** requires I activate within 45 days. This would leave me with two simultaneous plans tied to the same phone number. There's no reason they shouldn't have been willing to honor their own promotion over 3 days. If they are going to require I purchase a new 12 month sim to get the phone, then they need to refund me at least prorated) for the 12 month plan plan I purchased 10 days earlier.

  Business Response

  Date: 12/16/2024

  Hello,
  In regards to this matter, we have attempted to contact the customer via the email and/or phone provided on this form. If the customer could respond to us at their earliest convenience, with the information we have requested, we would be happy to assist them in resolving this matter.
  Thank you,
  Mint Mobile
  
  

• Initial Complaint

  Date:12/12/2024

  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.

  Nov 29th I ordered a skm card through chat on mint mobile website, dec 5th I received a notification from ***** that the shipment had been returned to sender due to an invalid shipping address. I again contacted customer service on chat and they sent out a new Sim card. Today I received another notification from ***** saying the address was incomplete and it was being returned to sender. The first time an incorrect Street was entered, and the second time no house number was included with the street. So now today, when I go to request another Sim be sent out I am told that I will have to completely cancel the order and wait 7-10 business days for the refund. And I will also have to pay ip front again, however now I will be responsible for ***** in charges vs the ***** that I paid initially. I am being charged $10 more because their incompetence sent my order out incorrectly twice. When u try and speak with customer service and/or management I have now been hung up on 3 times after explaining the lengthy situation. I am being told something different by every agent I speak to. It has been 2 weeks and I was supposed to have my Sim here in 3-5 bus days of ordering and now I just had to place another order that I will have to wait to arrive also. My complaint has been dismissed and and I have been told that they do not have the capability to do what has clearly been done by other agents on the precious transactions.

  Business Response

  Date: 12/16/2024

  Hello,
  We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

• Initial Complaint

  Date:12/11/2024

  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 early for my yearly service: 240 dollars then I saw a promotion for a bundle that includes a new phone and service for one year and wanted to purchase it. Prior to my yearly service start date on November 29: It was on November 26th I called and asked if I buy the bundle would you refund me my yearly service. I was told of course and all you have to do is insert the sim card I have into my new phone. When I called back to get my refund, I was told the *** on Nov 26th was misinformed and that their computer system could not issue a refund for the yearly service. At this time: I have paid for yearly service twice. I have called and have been literally getting the run around and with mint mobile refusing to honor what they said it took place on November 26th since it is in the notes and in the recording. They told me it was an incident of miscommunication. I asked for emails to be sent to me that capture the essence of our conversation but to no avail: They have never followed up with emails even after at least four conversations about this.

  Business Response

  Date: 12/16/2024

  Hello,
  In regards to this matter, we have confirmed that a refund has been issued. Please allow up to 7-10 business days for the funds to be credited back to the customers account. 
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

• Initial Complaint

  Date:12/11/2024

  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 have been in the process of switching my cell service from Xfinity to Mint Mobile. I placed an order for an iphone 16 because they have a deal when you buy the phone with them. Both times I have placed my order they have cancelled my order w/out me asking them to and when I contact them they tell me that it could be an issue with the mailing address, and that is not true, I know 1000% that my mailing address was entered correctly, and then the second time they cancelled and I asked them they said that sometimes orders get cancelled automatically. I have placed an order with them for the third time yesterday and they first told me my order was not found, then they tell me that it is processing. All I want is my order, my new phone so I can do the switch over to them. I do not want my orders cancelled. The order number I provided is for my order I placed yesterday and my email I used was ****************** to place it.

  Business Response

  Date: 12/16/2024

  Hello,

  We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.

  Thank you,
  Mint Mobile