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:12/10/2024

  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 brought my carrier UNLOCKED phone to mint mobile and used their service for 3 months. Im now trying to switch carriers but somehow Mint Mobile Locked My Phone to their carrier and refuses to unlock my phone so that I can switch carriers. I called and they denied any wrong doing and blamed my phone being locked to T-Mobile since I purchased the phone from them. T-Mobile unlocked my phone when I paid it off so that I would be free to use any carrier. This is a known issue. I googled it and saw that Im not the only person this has happened to.

  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:12/10/2024

  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 am filing a complaint against Mint Mobile for refusing to provide my account and PIN numbers necessary to port my phone number to another carrier. Their actions have caused significant delays and inconvenience, leaving me unable to transfer my number or obtain a new phone. I have been attempting to resolve this issue for over 24 hours, speaking with multiple agents online and over the phone for hours. Mint Mobile insists on verifying my identity through methods I cannot access due to my current circumstances: my phone is broken, so I cannot receive text messages, and my email account is inaccessible because it relies on two-factor authentication linked to my phone number. I offered to verify my identity through alternative means, such as providing my billing address, credit card information, and date of birth, but Mint Mobile refused. The only solution they offered was for someone from their security team to call me. Since I am unable to receive calls directly, I provided my boyfriends phone number and requested they call after 4 PM when I would be available to answer questions. Despite this, they called earlier, while I was at work. My boyfriend attempted to assist, but he did not know the answers to their security questions, causing further delays. Mint Mobiles refusal to accommodate my situation or provide timely, reasonable alternatives for identity verification leaves me feeling trapped in their service. Other carriers have account and PIN information accessible in billing statements or online portals, but Mint Mobile has chosen to withhold mine, blocking me from switching providers. I urge Mint Mobile to resolve this immediately by allowing me to verify my identity through an alternative method or escalating the issue to a higher level of support. The phone number associated with my account is **************, and my email is ************************ (currently inaccessible). I can be reached for further updates at *********************** Thank you!!

  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:12/08/2024

  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 signed up for a plan that costs me $120 every 3 months.Unbeknownst to me I have also been billed an extra $130 per month for "PLAN RECHARGE" since March of 2024.Nothing on the website explains this extra charge.I want a correction and a refund on all of the "PLAN RECHARGE" fees.I am elderly and I have a very hard time talking to customer service. I am also on Social Security and that $130 could have been used for groceries. Instead, All this time I thought I had spent my monthly money up and I had to go to the food pantry for food. Please fix this.

  Business Response

  Date: 12/13/2024

  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:12/08/2024

  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.

  Hello, I purchased a 3 month 15 gb plan with Mint Mobile for my ******* A53. My phone was compatible when I did, a month and a half ago. The first month went fine, but then I started to have issues with connection, even loading a ****** search is taking forever. I called yesterday, and customer service told me that my phone is not compatible anymore. Ignoring the fact that nobody told me, and if I didn't call I would not have found out, I asked for a refund, and they said it's past the refund time. They suggested I buy another device to keep using **********************. I think there was false advertising, and it's a fraud to not refund me for a service that you are not providing me for a change on YOUR part. I'd like to be refunded at least the month and a half left of the product.

  Business Response

  Date: 12/13/2024

  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: 12/18/2024

  Hello, I don't really know what the answer means.

  They told me the issue is resolved, but I don't see the refund, nor a notice in my account. 

  Business Response

  Date: 12/23/2024

  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
  
  

  Customer Answer

  Date: 12/30/2024

  
  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:12/08/2024

  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.

  Ive had Mint mobile for 2 years and although the were some issues with connectivity I was willing to deal with it for the price of the plan. They didnt require any personal information other than your name and email. Which initially I thought was terrific. Recently, I committed to a full one year plan with the purchase of a new iPhone through my Mint app that I was logged into. I began the iPhone to iPhone data transfer which includes transferring my eSIM. After the transfer I saw that I didnt have cell service on either phone. I used the chat help option as I had no cell service to call the helpline. I was informed on the chat that I couldnt keep my phone number with this new plan. I request a refund ticket to be placed which was approved and sent to my new email address. They sent 9 eSIMs to my new email to get my old phone back on cell service. I had a ticket placed to fix the issue however it wasnt resolved within 24hrs (0-4hrs was quoted). I signed up with another provider, provided my valid drivers license and social security number to verify my identity with the new provider. **** told the representative from my new service provider and myself that **** would have to submit another ticket this time to validate my identity as I had changed my email address in the last 30 days. The **** representative refused to give my account number (they do not list it on any receipts or on my online account nor in my app) and transfer pin to my new provider and instructed my new provider to give me a temporary phone number while Mint validates my identity. Im not sure Mint can do this with the little information they have. Regardless, Im 72 hours into the issues with Mint and 42 hours into Mint refusing to transfer my number over to my new provider. *** had Mint representatives submit multiple tickets for which I have not received any call backs. I just want my account number and transfer pin sent to my new provider as required by the ***.

  Business Response

  Date: 12/13/2024

  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:12/08/2024

  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 switched from ******* to mint mobile to try and save some money. During the initial 3 month trial I didnt travel far from my home and service was fine. I decided to purchase a 6 month plan and on October 23rd I paid $164.43 to mint. I started having terrible service even at my home, dropped calls or calls constantly cutting out. At times I couldnt even make calls. I attempted to call mint to see if they could help but even that call was dropped. I also tried reaching out via chat and couldnt get help. I have an 11 month and cant be without a reliable phone and given the lack of help from **** decided to switch back to my prior carrier. I ported my phone out on 11/29. I contacted mint and after being transferred 3 different times was told where I ported my phone out they could not issue me a refund for the remaining 5 months I paid for ( minus the 6 days since it started October 23rd and switched 11/29). I asked to speak to a supervisor and was told there was no supervisor I could speak with. This is terrible business and stealing money from customers, no one should have to pay for service they arent using especially when the service wasnt working.

  Business Response

  Date: 12/13/2024

  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:12/07/2024

  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 an account with **********************. I was under the impression there are no hidden fees, so I expected to only pay ***** per line in 4 payments totalling ******. Today I get a notification and they charged my card ******. I called and asked why I was charged an additional ***** and the *** said it was for taxes??? I am so confused.

  Business Response

  Date: 12/13/2024

  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:12/07/2024

  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.

  Misleading and deceptive advertising and not prosessing refunds in a timely manner. Thereby allowing mint mobile to collect interest on hundreds of millions of dollars it holds knowing it must eventually return. This practice is illegal and has been prosecuted in many ********** is nothing more than TMobiles less than honest partner in this conspiracy they are an embarrassment to fair trade policies that have been in place for decades.

  Business Response

  Date: 12/13/2024

  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:12/07/2024

  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 12/1/24 I purchased 3 eSims for my family so as to transfer our phone service from another MNVO to Mint Mobile.On 12/2/24, I was able to 'port' in the 1st phone number from my old provider and activate it with no problems.I tried activating the 2nd phone on 12/3/24 and waited for the email to state porting was done and to continue with activation. NOTHING...After 2 days I called on Thursday, 12/5/24 @ 8:56am to see what was happening and the 'overseas' person I reached stated that there was an outage and to wait 2-4 hours. Waited for the 4 hours to pass and called again @ 2:46pm and the person at that time, said I now need to wait another 24 hours.Called on Friday, 12/6/24 @2:46pm and was given a ticket # of L2362648 and that it would be resolved within 4 to 8 hours and I would get a text or call on my other phone #. Again NOTHING.Called on Saturday, 12/7/24 @ 11:21am and was told to wait another 4 hours!!! My phone number, that I have had over 20+ years is now in '***********. (It's been ported 'from' my old MNVO but not yet 'received into' Mint Mobile's system because of some glitch!How many times do I have to call and how many days is this going to take??!! Now I'm worried about even trying to do the 3rd phone. Please get this fixed

  Business Response

  Date: 12/13/2024

  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:12/07/2024

  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.

  I signed up with Mint Mobile on 11/04/2024 for 3 cell phone lines. Paid ****** for 3 months of service for 3 cell phone lines. On 12/05/2024 I was charged ****** for a renewal of my plan. But I had already paid for it on 11/04/24 But my renewal date is January 31, 2025. I have been trying to get a refund for this improper and unauthorized charge of ****** made to my debit card on 12/05/2024 but their customer service agents keep giving me excuses and promises that go unfulfilled. They put me on hold for long periods of time, sometimes I spent over one entire hour with an agent. I have spent over 5 hours a day speaking with multiple agents who promise to resolve the issue but never do. I have called them on 12/05/24 and 12/06/24 and like I mentioned before, I have spent about 5 hours each them on the phone. Still no refund.

  Business Response

  Date: 12/12/2024

  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
  
  

  Customer Answer

  Date: 12/14/2024

  
  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,
  
  ******** ******