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:12/06/2024

  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.

  I purchased a family plan from Mint Mobile on 11-1-24 for $160.97. The plan was to cover three phones: (1) a ****** Pixel 6 256GB, (2) a ******* Galaxy A42 5G 128GB , and (3) another ****** Pixel 6 256GB. Prior to ordering, I checked the Mint website for compatibility of these phones with their platform. All three phones were determined to be compatible. I also then installed their mobile app on each phone. The mobile app also checked for compatibility. Again, each app reported that each phone was compatible. So, I went ahead with the purchase. I then installed the service on all three phones within a few days and began using Mint Mobile as my carrier on all three phones. Right away, I noticed that the service was spotty and often dropped off or was otherwise of extremely poor quality. I contcted Mint tech support numerous times over many days. My wife contacted them as well. However, the problems persisted and got worse. Sometime around 11-17-24 and/or 11-19-24, a Mint tech did some sort of advanced testing and determined that, in fact, all three of my phones were NOT compatible with Mint's platform. (They said a key "band" was missing for my phones, and this was the root of the issue.) As such, I felt mislead by Mint, as I was assured that the phones were compatible. I had to switch to another carrier (and so I did that -- went to Visible, and all worked fine from then on). That said, as this issue was not my fault, I requested a refund from ****. I was told by their first-line **** that **** has a 7-day policy and that the 7 days had passed -- thus denied. But, I asked for a supervisor and pleaded my case to her, as this was clearly an exception, as this took Mint more than 7 days to determine. The supervisor told me (mint reference #CRT-203002) that YES, she agreed and that a refund would be granted in 7-10 days. I have not seen the refund and, in fact, I have an email from them stating that they decided against it (even after granting it). Hence this complaint

  Business Response

  Date: 12/12/2024

  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: 12/12/2024

  
  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:12/06/2024

  Type:Delivery 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 have been trying for weeks to transfer my 80-yr-old mothers landline to a cell phone since she recently moved into an assisted living facility. I filed a complaint with the BBB at the end of November against Altice/Optimum for not reactivating the landline number for the transfer to Mint Mobile to occur. Thanks to your help, the number was activated, & Mint Mobile received all the information they needed (account number: *************** and the transfer PIN: ***** to port over her residential number from ****** to their company. On 11/27/24 Mint confirmed they had all the information needed for the transfer to occur & told me that her number will be transferred by Friday 12/6/24. I called today and they said the transfer was cancelled. They dont know why and never informed me. I reached out to Altice/Optimum to make sure the number was still active for the transfer and they got back to me immediately & confirmed that it is. Her Mint Mobile order number is: MT6367552, name on file: ********* ******, email on file: ******************** number to be transferred: ************. This number transfer is vital to my mom as she has had this number for 50 years and all her doctors, **************** have this number. Hopefully, you can help us solve this problem. Thank you so much for your help, it is truly appreciated.

  Business Response

  Date: 12/12/2024

  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: 12/12/2024

  
  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:12/05/2024

  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 trying to activate my sim for 24 hours and they keep saying it will come live in 2-4 hours, for 24 hours! Still hasnt come live. For a replacement sim.

  Business Response

  Date: 12/11/2024

  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:12/05/2024

  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 purchased in advance cellular data from Mint Mobile for my son that I now am unable to access.Payment Number: ******** Date Renewed: 8/14/2024 Plan Payment: $120.00 Taxes & Fees: $13.21 Total: $133.21 ******* PLAN DETAILS PLAN: 6-Month, 5GB PHONE NUMBER ENDING IN: 2211 He was able to use this data just fine until he lost his phone. So I purchased what I thought was a new phone for him from Mint Mobile. on October, 3rd 2024. Transaction ##MMO_444263. ORDER DETAILS Your Order Number is MMO_444263 QTY: 1 ******************** Galaxy A15 5G - Black$199.00 Blank SIM$0.00 Shipping$6.99 Taxes$0.00 Fees$0.00 Total$205.99 He was out of town so it took us a bit before we were able to attempt to set up the service on the phone. He discovered quickly that the phone was not usable. It was a re-furbished phone and it had a MDM software installed on it so we could not factory reset it or install the Mint app on the phone. It was not advertised as a refurbished phone. In fact, the receipt I have says: N-2-SA-A156U-CP-BKSamsung Galaxy A15 5G - Black, NEW To add insult to injury we have spent HOURS trying to figure out how to set up the phone to make it work and the customer service is clunky at best.Everytime I submit the refund request they respond like a robot that the order is beyond our refund guidelines. But it seems unethical to sell a phone that does not work. And trying to resolve the problem with them has just been a waste of time. Their customer service representatives are pleasant but they do not have the full picture, and they do not have any power to do anything. There is no way to file a complaint with them.I have called and wasted so much time on the phone with their service professionals. I have been told there is nothing to be done. And when I let them know I would be filing a complaint, the service representative said they would try and refund me for the phone and I have heard not one thing from them over a week ago.

  Business Response

  Date: 12/10/2024

  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:12/05/2024

  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.

  They refused to provide proof of ownership of the account. it would be easy to create a statement opinion to show name address and payments made for services

  Business Response

  Date: 12/10/2024

  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:12/05/2024

  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 placed an phone plan order with Mint Mobile on Monday, 12/2/24 and I am getting stuck on their terrible service. The phone number that I have been using for 15+ years ************) is out of service for 4 days. On 12/2/24, Mint said there is an outage problem and told me to patiently wait for the next day and it will be fixed, however on 12/3/24, I still got no service so I've decided to port out my number to another company. Then Mint told me that because the outage problem, so they are not able to release my number. It's a very large impact to me and this company is just not doing anything to fix it. 4 days had passed and the outage is not fixed. I am requesting Mint to fix the issue ASAP because it's getting ridiculous that they are not releasing my number that is very important to me

  Business Response

  Date: 12/10/2024

  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:12/05/2024

  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.

  November 25th I purchased an Iphone 16Pro from MintMobile and as part of the transaction I opted to trade-in my Iphone13. I recieve an email from MintMobile (attached) saying to click ont he button to print the shipping label. The button did not work and instructions included in the email said taht if it didn't work to use the "following link" but there is no link included, just a blank space where it should have been. I have called Mint customer service 4 times now and wasted hours as each ****** picks it up like a new issue. The first time I called, the woman said she would send me an email - she did not (it's not in Spam either, I checked). The second time I called I asked to speakw itha supervisor and I was reluctatntly passed to someone who identifu=ied himseld as such. He said he would try and contact AllState and after waiting for 10 minutes he said he didn't want to keep me on the phone but that he would call me as soon as he reached them. He never called back. The third ****** gave me a number for AllState that I called and they had no idea what I was talking about as it's their general insurance line. Then I called AllState again and was passed on to someone who said I should call Square something as they deal with phones, I called them and they again had no idea what I was talking about as they deal with phone insurance claims not trade-in. I called Mint for a 4th time and again spent 10 minutes waiting while someone did something, then she said she had a number for AllState and I again explained that a) the email I received was Mint branded so they should resolve but that importantly, I had already gone that route and it didn't work so I asked her to call them and if she could reach an appropriate ****** I would talk to them but she refused. I asked for escalation and she also refused saying I would get the same answer. She said she was putting in an escalation request through their IT department and I would hear back. I have not.

  Business Response

  Date: 12/10/2024

  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: 12/10/2024

  Mint has not contacted me once since my first call to them neither by email, text or phone. It is an incorrect statement when they state they are working with me.

   

  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.

  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: 12/16/2024

  
  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. However, I want to highlight that **** has not contacted me and I have a Mint account so they know my cell number. ******** has contacted me and I responded. In the meantime, I finally received a new label and was able to print it and sent the phone back.  I have not received the funda from the phone but I will consider this resolved since what I wanted was the label.

  I will wait for the business to perform this action and, if it does, will consider this complaint resolved

  
  Regards,
  
  Gersande ******
  
   

  
  

• Initial Complaint

  Date:12/05/2024

  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 purchased a plan about 11 /24 2025 , 2 members, 2 phone lines, charged $ ******. all was on. 11/27 service goes out spent hours on the phone with them over 2 days 7 hours to reset service on thanksgiving day. 0n tii this new disconnect 12/7 Upon checking my credit statements. I see a charge from mint mobile for ****** when called to find out whats up with the charge, the first mint ***** transfered me to several *****to resolve an explanation what the ****** was for. NONE COULD So I requested a refund, it came promptly a week or so later low and behold!! service out Again, no correspondence, about cutting service. When I called to resolve, I learned that mint canceled my service because the refund was issued. the ****** was posted a few days after paid the ****** for a plan and the promo that went with it. service lasted a week or so losing service again on 12/ 7. I called to resolve no service again issue. After a dozen phone calls and transfers I learned from the **** that ****** was for the four lines. no notifications no idea how i got changed from the ******. to the 217 52. I'd like to speak with someone who can help.set up our family plan up properly to avoid rediculous glithes in our service, today 12/7 service out again on with multple ***** 4 hours to reactvate again and turn my service back on. several ***** walking me thru the app and the several **** would say click this your good to go and drop call without confirming. asked *** to stay on with me to make sure we are good. **** got dropped again, unable to get service when I called back its after bz hours. I was with mInt a couple years ago seems to me some ties to the old acct seem to interfere with sign in i want to start A NEW family plan with mint need to speak with someone who can resolve our service issues. i expect to receive some consideration when choosing a new plan for the trouble I've experienced. Any one who can help resolve ** ****** ********* ************

  Business Response

  Date: 12/10/2024

  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:12/04/2024

  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.

  My phone needed to be ***laced. I called mint mobile to activate my service on my new phone, and they were unable to since the email on my account was not my current email address. They opened a ticket to change this, and said I would receive a call. I never received a call. When I called back several days later, the customer service *** lied and said they called and nobody answered. No call was ever received. They then said that they could open a new ticket, and I would receive a call within two hours. No call was received so I called back. This time, they said it would be 8 hours. I asked to speak with a supervisor and tried to escalate my complaint. She refused to provide me a phone number to escalate my complaint about the customer service team, and would not tell me what information the ticket support team needed to receive from me that I could not provide at that time over the phone. I am going on my sixth day without cell service and have now called 5 times to resolve this issue. I want my new cell phone activated, or a FULL refund of 240 dollars for failing to complete the contractual year of service (3 months remaining).

  Business Response

  Date: 12/09/2024

  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:12/04/2024

  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.

  My service is down since 24 hours I call 10 times to customer service but they dont care about my service is not working my eSIM has issues still not resolved they dont know how long its taking to resolve issue I cant call my family or my business they cant contact me to I am traveling so I have so many issues right now without service thank you

  Business Response

  Date: 12/09/2024

  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