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:11/30/2024

  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.Receiving the Message: 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 2024.2.Cancelling My Renewal: Based on this message, I decided to cancel my already-paid renewal, assuming I could combine the $30 credit with my existing credits and apply them all to my 2024 renewal.3.Credits Missing: After cancelling, I noticed that all credit in my account disappeared. Upon contacting support, I was informed that the credit was a one-time use credit and could not be restored once refunded.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-retrivable. 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 I respectfully request that Mint Mobile restore the $150 credit to my account and allow it to be applied to my 2024 renewal, as initially intended. This issue was caused by unclear communication and policies on Mints part, and I believe this resolution is both fair and justified.Thank you for your understanding and assistance. I look forward to your response and a resolution to this matter.

  Business Response

  Date: 12/05/2024

  Customer has not responded to our emails and calls
  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:11/30/2024

  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 started with Mint Mobile and lost my phone a few weeks later. I had a difficult time going back and forth with support (which again, difficult when you don't have a phone and you need a number to log into the app. Eventually I decide to order a new phone through ****, because they had a promotion and it came with a one year plan and I only had a couple weeks left of my little starter plan. It looked like from the terms, it was for new customers so I confirmed with support that if I ordered that new phone I would be able to activate the plan and they assured me it would be easy. Because of this, I was willing to give up on getting the color phone I wanted or the larger storage space option. It also let me check out with my existing phone number, and as an additional security I felt like they would have flagged the order and warned me. After a couple weeks, I tried to activate my new plan before the old one ran out. More back and forth with support when I wasn't able to activate the plan revealed that I was not eligible after all since I wasn't technically a new first-time customer. I asked support if I could request a refund for the plan cost and was told yesterday absolutely and he gave me the link to request that refund. I tried to sign up with a new provider, had some issues getting my phone unlocked, and my talks with support THEN revealed that I would unlikely be eligible for a refund since it had been over 7 days and I would have to send the phone back as well. It's been a couple more weeks, I'm running out of time to activate the plan, I haven't heard back if I can get a refund. I requested again, indicating I am even open to returning the phone. I understand that there are terms and conditions, but I was explicitly assured I would be able to activate this plan and my purchase was contingent on that.

  Business Response

  Date: 12/04/2024

  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: 12/05/2024

  
  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:11/29/2024

  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.

  On the 26th of November 2024 i ordered a phone and 12 month mobile plan from Mint Mobile for $588.21. I received an email saying that the order was being handled and i will receive notice soon. My Master Card was charged the $588.21. The next day i had not received any update or conformation that the order was processed so i checked the order number they had given me. They could not find the order number and i received an email that stated that my order has been cancelled. I checked with my bank and they told me to wait a couple days as the charge was still pending. On the following day (Nov. 28th Thanksgiving) i saw on my account, that a 2nd charge for $588.21 was on my account also from ****************** dated Nov. 29th. Even though it was still the 28th. Shortly after, the first charge was removed and the second charge remained. On the 29th i contacted my bank. They cancelled my card and are in the process of disputing this charge. I tried contacting Mint Mobile and i was disconnected several times before getting officially blocked.

  Business Response

  Date: 12/04/2024

  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:11/29/2024

  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.

  11/22/2024 Ordered a new phone and a 1 year plan. Paid in full up front. Got a email stating item shipped by fed ex 2 day mail on 11/25/2024. I have not received the item and ****** says only a shipping label was created. There is ZERO methods to communicate with this company. It's nothing but bots on the phone or online. This is dishonest and unprofessional. I have heard not one thing from the company since they sent the email about it being shipped. I just want the order canceled any my money refunded. This is a company that in no way do I plan on ever doing business with again.

  Business Response

  Date: 12/04/2024

  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: 12/05/2024

  
  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,
  
  ******* ******
  
   
  As of 12/5/2024 this matter is resolved fully.  Thank you for the help.

• Initial Complaint

  Date:11/28/2024

  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.

  *************************** So I changed phone services and regret it. Now I go back to mint mobile with the same phone number and found out I have some money left with $60 renewal money. I called customer service to get my lost money back and told me my old account is gone and can't do anything to get my $60 renewal money back. The money is gone and Mint took it. They took my money and left.

  Business Response

  Date: 12/03/2024

  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:11/27/2024

  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.

  November 15, 2024, I contacted Mint Mobile to purchase two lines, one that would include a new IPhone 16 Plus through Affirm and one that was Esim capable which was a Galaxy S22 Ultra. Both are 55+ but since we need two new lines because of the new phone, the promotional $15 a month with an introductory price of $45.00 for the Galaxy, and my new I phone 16 plus would be would be $180.00 for a year which was because of the purchase of the new phone. I was given an order number of MT6360960. On November 18th, Affirm contacted me and notified that I had been accepted for the phone financing through Mint Mobile. They subsequently sent me an email with my payment amounts and dates they would be withdrawn. Affirm gave me an order number of *******. The phone would arrive within 2-3 business days. The first calls to Mint told me there was no such order number. After asking for numerous escalations to solve the problem, **** from Mint told me that everything was fine and that I should receive the phone by Monday, Nov. 25th. I still didn't shipping company so I called Mint Mobile to ask. This began a 5 hour phone call on November 25th where I spoke to 12 people from Mint. The explanations were varied. ****** confirmed that I had been approved. The **** representative asked if the order could be cancelled so we could start the whole process again. Affirm said they could not do that. This was escalated to supervisor ****** who was going to escalate the issue to billing and I was supposed to receive a call back within an hour that didn't happen The next day, November 26th, a supervisor escalated it again. He returned my call and told me that my order had been cancelled and he did not know why. He had no clue what the issue was. I am supposed to receive an explanation within ***** hours. I spent more than 13 hours on the phone with Mint Mobile repeating myself over and over again. I still have no clue what happened. I will include supporting documentation.

  Business Response

  Date: 12/02/2024

  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: 12/02/2024

  A person called me at 6:30 AM on Sunday, December 1st.  He was from Mint Mobile.  He had absolutely no idea of the story behind the complaint.  He was not even coherent.  When I asked him if he knew what time it was, he did not know where he was calling.  Mint Mobile said on Thursday of last week that I would receive an email from both Mint Mobile and Affirm regarding the reason why my order was cancelled without my knowledge.  I have not heard from either company.  I made the BBB complaint AFTER those emails were not received.  I have all the documentation from both Mint Mobile and Affirm regarding my orders being approved.  I'm sure I will now have Affirm start to debit my account for something I did not receive.  Stay tuned!

   

   

   

   

  Business Response

  Date: 12/04/2024

  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:11/26/2024

  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.

  Dear Mint Mobile Team,I am writing to formally lodge a complaint regarding significant issues I have encountered while attempting to subscribe to your services. Specifically, I have found that Mint Mobile does not appear to accept multiple common forms of payment, including **********, ******, and Apple Pay. As a result, I am unable to complete my subscription, despite these payment methods being generally accepted by similar service providers in the telecommunications *********** is my understanding that your services are advertised as being broadly available to the public. However, the lack of support for widely used payment methods effectively excludes many potential customers, including myself, from accessing your services. This situation raises concerns about accessibility and fairness, as these limitations prevent me from enjoying what is otherwise a highly regarded and advertised ********** resolve this matter, I request the following:1.Clarification on why these common payment methods are not accepted.2.Immediate rectification to enable your system to accept Mastercard, ******, and Apple Pay as payment methods.3.Assurance that your services will be made accessible to the broader public by offering inclusive payment options.Should this issue remain unresolved, I may need to escalate the matter to appropriate regulatory bodies or explore alternative providers whose services are more accessible.I trust that Mint Mobile values its customers and aims to provide equal access to its services. I look forward to your prompt response and resolution of this matter.Sincerely,****** ******

  Business Response

  Date: 11/27/2024

  Hello,
  At this time, we accept all forms of payment when purchasing any Mint Mobile plans on ************************** or on the Mint Mobile app. 
  For any questions or issues with purchases, 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:11/26/2024

  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.

  Below is a concise timeline of events:May 2024: I requested a downgrade from Unlimited ($90 + tax/3-month cycle) to a 5GB/month plan ($45 + tax/3-month cycle). I was told the downgrade would take effect on August 16, 2024, after my current cycle ended.August 16, 2024: I was charged for another Unlimited plan cycle. When I called, I was informed the downgrade would only take effect after my yearly contract ended on November 16, 2024. The Mint app confirmed the 5GB/month plan was set as my next plan.November 16, 2024: I was charged $90 + tax for Unlimited again. A customer service agent admitted the downgrade had not been properly processed, opened a ticket, and assured resolution that day.November 17, 2024: I was informed the ticket was sent to the wrong department and was assured customer service could issue a refund for the $90 charge and apply the correct $45 charge.November 20, 2024: **************** refused a refund, citing the refund policy and my data usage (under 3GB so far). However, this issue stems from Mint Mobiles failure to process my downgrade request, despite multiple assurances since May 2024.Requested Resolution:Refund the $90 charge from November 16, 2024, minus a prorated amount for data usage, as I should have been on the 5GB/month plan.Confirm my plan has been downgraded to 5GB/month, effective immediately.Mint Mobiles mishandling of my request caused this issue, and I should not be held accountable for these errors. I look forward to a prompt resolution within five business days.

  Business Response

  Date: 11/27/2024

  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:11/26/2024

  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.

  Was promised a refund of $53.60 (from an earlier purchase) on 11/10/24 by customer service manager **** on phone. Called back on 11/20/24 because refund had not yet posted to ***** Was put on hold for 15 minutes. Told refund is still being processed. No explanation for why processing a refund requires more than two weeks. It has now been 16 days, and the refund has still not been posted to my *****

  Business Response

  Date: 11/26/2024

  Hello,
  In regards to this concern, 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.
  Thank you,
  ******************

  Customer Answer

  Date: 11/26/2024

  
  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:11/25/2024

  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 was charged by **** for ********************************************************************************* agreeing to it. I don't know how and when but maybe they gave a malpractice of you needing to opt out which is unacceptable. I read on reddit other experienced it. When i tried to reach out they moved me from mint to allstate back to mint and nothing. I managed to cancel it a week after through the app and didn't get my refund.

  Business Response

  Date: 11/26/2024

  Hello,
  In regards to this concern, 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.
  Thank you,
  ******************

  Customer Answer

  Date: 11/26/2024

  
  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,
  
  Elan Chassid