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:11/25/2024

  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 paid ***** dollars, 44.8 dollars on Oct. 31 and ***** dollars on Nov. 1, but these don't work for getting telecommunication services. On Nov. 2, I phoned them, they renewed my card, and they promised me that I would get a refund in ***** business days, but I haven't received it until now. I phoned them again today, but they told me that they can only start a refund in 7 days. I don't get my refund on time and they refuse to solve the problem.

  Business Response

  Date: 11/29/2024

  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:11/24/2024

  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.

  Have been having mobile service issues with call, text and data with my phone over the past several days. Mint sent me 2 new esims to try to resolve the issue but they persisted. Called again at around 820 cst on sunday november 24th but my texts stopped going through. Call was disconnected while the agent was helping me, and within 1 min of that disconnection I get a notification from mint that my account was suspended for fraudulent activity, and I need to call a number to get it fixed. Call that number and am told they are only open normal biz hours. I call the main line back and am told I have to wait. I insist on trying to get someone back online, because this is the primary number for our residence, and I need an active phone for emergencies, but right at 9pm cst (when they close), the agent says they can no longer hear me and hangs up the phone.I need an explanation as to why my account was locked, for someone e to finally resolve my service issues, and a credit to my account for the inconvenience. These service issues can't happen for something people rely on during emergencies

  Business Response

  Date: 11/27/2024

  Hello,
  In regards to this matter, we have provided a one time courtesy credit to the account for any inconvenience to the customer.  Additionally as part of our continued efforts to ensure the customer has service for their device, we have shipped out a replacement SIM card free of charge.
  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:11/24/2024

  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 3 line mint mobile service including two e-**** and a physical sim for my elderly mother. Because of the mail service I had to wait a bit for my mom to get it. I then attempted to activate it, but was having a slew of issues. My mom was also having issues activating it. I then tried again later, only to have the same issues. I chose then not to pursue Mint for these issues, and requested a refund, and their reply was they could not refund me as my purchase was outside "their return window". I never activated their service as I was unable to, and was NEVER advised of a "return window". Multiple emails and chats to their customer service have gone unanswered outside of the single above response.I want a full 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,
  
  ****
  
   
  

• Initial Complaint

  Date:11/23/2024

  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.

  Attempting to transfer older phone to newer Device transfer did not work had problems with email address ask to update email address they never did so kept telling me a ticket was put in to do so never got a call back from any ticket. Cancelled service & now they wont release my phone number. Release my phone number to me.

  Business Response

  Date: 11/26/2024

  Hello,
  In regards to this matter, we have confirmed that the port out information was provided on 11/25/24.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:11/23/2024

  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 bought a new phone with 12 prepaid service. The were unable to port over my phone number. After several attempts I asked for $180 refund for the 1 year service. Im keeping the phone.

  Business Response

  Date: 11/26/2024

  Hello,
  In regards to this matter, we have confirmed that the customer's phone number was successfully ported in on 11/24/24.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:11/22/2024

  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 cell phone was stolen. To restore the phone line, I contacted Mint Mobile customer service requesting that 1) they turn off the 2 factor identification of my account and 2) email or mail the eSIM card number of my account. To transfer the line on my new cell phone, I contacted Mint Mobile via the Chat on their web site. Despite correctly answering over 12 security questions to the agent via the Chat app, they refuse to reset my account and mail or email me my eSIM card information unless I provide them with a phone number at which I can be reached. I pointed out how stupid this is, given the situation. I borrowed a friend phone - number entered for this complaint as well - to call their customer service on 3 occasions. Every time, I asked to be put in communication with the appropriate department that insists on talking to me directly before proceeding.They refused. They say that I MUST provide a phone number that THEY can call during their work hours to verify (again???) my credentials. Since the phone belongs to my friend, this is not possible. I then requested that my account be terminated and that Mint mails or email me my account PIN to release my phone number so that I can purchase a plan with a different company and transfer my number. They refused. They insisted that their agent must be able to call me - NOT THE OTHER WAY AROUND, in order to confirm the cancellation of the account - same scenario as above. In conclusion, Mint Mobile forces me to pay $360 per year for a service that they refuse to provide and refuse to cancel. This is unlawful.

  Business Response

  Date: 11/27/2024

  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:11/22/2024

  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 but when I tried to activate it my phone was not compatible so I called the next day for a refund got told I would be receiving a refund. It has now been almost two months and I have yet to receive my refund. I called and they said the process for the refund was not fully processed on their end but they have the notes from the original call saying they would process it. They are now refusing to refund me.

  Business Response

  Date: 11/26/2024

  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.
  Thank you,
  ******************

• Initial Complaint

  Date:11/22/2024

  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 ported out my line from Mint Mobile on November 22, 2024, after paying $67.61 upfront for a 3-month plan on November 18, 2024. Despite only using the service for 3 days out of the 3 months, they refused to issue a refund when I requested one.

  Business Response

  Date: 11/26/2024

  Hello,
  In regards to this matter, we have confirmed that a refund has been submitted and is in process.  Customer will be notified once the refund is processed.  Please allow up to 7-10 business days for the funds to be credited back to the customers account.
  Thank you,
  ******************

  Customer Answer

  Date: 11/27/2024

  
  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:11/22/2024

  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.

  Oct. 45 dollars for a useless plan plus the *** card cost. I talked with a number of agents and expressed my concerns with coverage in my area and was assured I was in a good area. I was lied to by each agent about the coverage area. All I get are apologies and excuses for bad coverage area. Just received text stating that they noticed I had not used any talk text or data. Then they offered a refund but no mention of their agents lying about coverage area just to get a sale!!

  Business Response

  Date: 11/25/2024

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

• Initial Complaint

  Date:11/22/2024

  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 switched from ******* to mint to save some money. I paid for a 3-month plan on 4/23/24 for $48.02. I mainly stayed at home during this period and did not travel with this service and also connected my phone to my Wi-Fi so I was satisfied. I purchased a 12 month plan on 7/22/24 for $202.23. during this time I turned off my Wi-Fi so that my phone connected to the service provider of **** instead of my Wi-Fi. The service was terrible. It continually dropped calls and I was not able to connect to the Internet without constant lags. I contacted customer service and they did a network reset and some other troubleshooting steps. This did not fix my issue so I decided to cancel the plan after only 2 months. I canceled it on 9.20.24 and ported my number out of mint back to reliable ******** I asked for a credit for the 10 months of service that I did not use, which would be $168.33. **** refused to refund my money so I'm submitting a claim. I don't think it's fair to take people's money for service they did not use.

  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
  
  

  Customer Answer

  Date: 11/27/2024

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