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:11/22/2024

  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 had to factory reset my iphone. it deleted my e sim card. i cant get into any emails i had or icloud because i need a text message verification code sent. i have been calling mint mobile since 10/30 to fix this. all they have to do is update my email address. they said verification **** needs to call me to change it. hard to do when you dont have a phone that works right ? so i download a texting app that can only be used with wifi. they have called wrong and random numbers. i missed one call from them at 9 pm. i call the next day because they were convienently closed when i called back that night. they promised me that they would do a second follow up call. call never came. i have opened 5 tickets now as they keep closing them. they dont call me. then when i call to complain, they say theyll call me back. they call a random phone number instead of the callback number i gave them. i call to follow up which is how i found out about the random phone number they tried to call. they open a new ticket with multiple promises theyll call me by 2 pm the following day before i have work since i wouldnt have wifi. they didnt call until 6 when i didnt have wifi. im homeless, my mom is sick. if something happens and i dont have wifi my family cant get in touch with me. a state wide missing persons report was filed for me bc my family was worried sick and i had no way to tell them my phone was shut off. i just want this fixed. all they need to do is change my email to send me a new e sim card. i dont have an address for a physical sim card.

  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:11/21/2024

  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.

  At the end of September my *********** signed up for Mint Mobile. A few days later we received the Sim Cards. We had numerous times to put these in. After many calls to **************** we were still unable to get these in. Therefore we cancelled the service. We were told that it will be cancelled & we would receive a $45.00 refund.After many doctor and labs visits plus two hurricanes I was able to manage our affairs. I saw that we had not received the $45.00 refund. I called **************** & spoke with *****. Explained matter to her. She placed me on hold several times. She finally informed me that I was not getting the refund as we did not apply for refund within 30 days of cancellation.The call to them was not to apply for refund as when we cancelled we were told we would get refund.

  Business Response

  Date: 11/22/2024

  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:11/21/2024

  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 November 18, after many days of shopping for a new phone I decided to stay with my current company mint mobile because they had an alright deal on the iPhone 16 pro. I say alright because arguably there were better deals with different companies. But liking mint and the service it seemed more convenient. I found the deal when I was logged in to my mint mobile app under account> phone trade in. I followed through with the purchase because I would get the new phone I needed and a year of service for half off. November 21 when Im trying to activate my service Im being told the deal was for new customers but only when bringing a new number over from a different company . I Spoke with mint customer rep ***** ***** and javy(supervisor) both very professional but did not seem to have any want to fix or come up with a resolution to my problem. My issue is 1) there is no clear notice that the deal is only for new customers not existing ************ the deal appears when logged in to my account. Which indicates that I am not a new customer, so why is it being advertised as a deal I can get when trading in an older phone? 3) when buying the phone there is no option to remove the purchase of the plan. I can choose a 5GB option for 180$, a 15GB for 180$, 20GB for 180$ or the unlimited plan for 180$. 4) on all the small print there is no mention of having to bring a new kind from a different company to get the deal. 5) there is a notice says Requires port-in from eligible carrier, purchase of new device on **************************. When trying to activate said plan with mint, it will bring you to a page to where you put your carrier in to check if its eligible and when searching min they pop up as an eligible company. I would realistically want a whole refund and I would send back the new phone and take one of the better deals from a different company . But with the trade in deal I no longer have my old phone available to use.

  Business Response

  Date: 11/25/2024

  Hello,
  In regards to this concern, we have contacted the customer and are currently working to provide a resolution.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 12/02/2024

  I reject the response I received from mint mobile , as they refused to work with me when I spoke to their representative. Additionally, the message I received from the Better Business Bureau (BBB) indicated that I should email them if the company responded to me directly. However, I noticed on the BBB website that no further action was needed, which is why I did not respond. Furthermore, I find Mint Mobile's marketing to be misleading; their app gives the impression that the promotional sale is available to anyone trading in their phones. I believe the appropriate resolution in this situation would be a full refund for the phone purchase, along with one year of service and reimbursement for the cost of the phone trade-in that I no longer possess. Alternatively, I would accept two one-year service plans for the $180 price that I have already paid.
  

  
  

  Customer Answer

  Date: 12/02/2024

  I reject the response I received from mint mobile , as they refused to work with me when I spoke to their representative. Additionally, the message I received from the Better Business Bureau (BBB) indicated that I should email them if the company responded to me directly. However, I noticed on the BBB website that no further action was needed, which is why I did not respond. Furthermore, I find Mint Mobile's marketing to be misleading; their app gives the impression that the promotional sale is available to anyone trading in their phones. I believe the appropriate resolution in this situation would be a full refund for the phone purchase, along with one year of service and reimbursement for the cost of the phone trade-in that I no longer possess. Alternatively, I would accept two one-year service plans for the $180 price that I have already paid.
  

  
  

  Business Response

  Date: 12/06/2024

  Hello,
  Our escalations team has reached out to work with the customer to resolve this matter.  If the customer would kindly respond to our emails and/or calls, we would like to assist with a resolution.
  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

  It sounds like they are unwilling to work with the bbb and me to resolve this issue. I have gave them the opportunity to work towards a resolution without it being documented by the bbb but they refused. I feel a third party is definitely needed especially in a situation like this l. 

• Initial Complaint

  Date:11/20/2024

  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 had been a Mint Mobile customer for almost three years. I had a very basic 5GB plan. It suited my needs. My 2nd generation iphone SE needed to be replaced and I needed to decide what service I wanted for the next year due to my yearly plan with mint coming to an end. Through my account on the ********************** app I was able to order a new phone and yearlong service for $639.75 on October 30. My credit card processed the transaction on October 31. The phone and sim card were delivered 3 days later. After many hours setting up and transferring data to my new phone, and 4 phone conversations with ************ ***** I had the new service set up. Three hours later, I had no service. Another 2 calls and an email resulted in Mint Mobile demanding that I return both the phone and service because I was an existing customer. I sent the phone and sim card back on Nov. 6 via ****** In this process I had 2 representatives drop my conversation, and all but 1 representative apologized for the previous representative giving me inaccurate information. I went without phone service for a week while I waited for my refund. It's Nov. 19 and I still haven't received my refund. I called on Nov. 12 and they said they received the phone and had to process the return. I called on Nov. 19 and they said I'll get the refund November 20, technically 10 business days since Nov. 6. I did not receive a refund today, November 20, nor is there a pending transaction. I tried calling today but am not able to talk to a representative because I no longer have service with ******* addition to having my refund withheld, when I called to get my account number and pin to port my number to US **********************, I felt almost harassed by the service rep. ** kept me on the phone for almost a half hour before he would give me the information I needed. I felt like my time was being disrespected.

  Business Response

  Date: 11/21/2024

  Hello,
  In regards to this concern, we have confirmed that a refund has been issued on 11/20/24. Please allow up to 7-10 business days for the funds to be credited back to the customers account.
  Thank you,
  ******************

  Customer Answer

  Date: 11/21/2024

  Mint Mobile's 7-10 -day (business day)refund policy  was up on November 20th. The return was initiated on November 6th. As confirmed by a mint mobile customer service representative over the phone on November 19th, the refund of ****** should come through by November 20th. It did not. 

   

  Business Response

  Date: 11/27/2024

  Hello,
  In regards to this matter, we have confirmed that the refund was settled by the bank under transaction ID ******** on 11/20/24.
  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:11/20/2024

  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.

  Mint ***** has increased my plan every year without my consent. It started at $15 a month and now is $22 a month.I have tried to call customer service but it is automated and I cannot get any one to answer my question. I finally got someone in technical services. He did not even understand the question and hung up. My plan renews soon and I want this resolved.

  Business Response

  Date: 11/25/2024

  Hello,
  In regards to this concern, we have contacted the customer and are currently working to provide a resolution.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:11/20/2024

  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 phone through mint on 10/24/24 and was forced to bundle it with a 12 month unlimited plan. Upon further investigation, I am unable to use the plan I was forced to buy because I am already a mint customer. I cannot use this promotion since my line is already connected to mint, and I cant even use it with a new phone number. I contacted customer service and they denied me any return or refund. To return the plan, I would have to return the phone I purchased which was no longer eligible for return. They told me there was nothing they could do. Im just mad they forced me to buy the free year plan along with purchase of the phone and I cant even use it because I was already their customer. Its false advertising and honestly very scummy of them.

  Business Response

  Date: 11/27/2024

  Hello,
  In regards to this matter, we are reviewing the case and will contact the customer for additional information. 
  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:11/20/2024

  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 a mobile plan from Mint Mobile on 11/20/24 and erroneously selected eSIM for activation. I was supposed to receive "Activation Support" for purchasing 2 mobile plans and it ended up being that I had to pay for a "Replacement SIM" for a physical SIM card vs. the eSIM. I've never had to pay for a SIM card for activation for any cell service ever. I called customer service multiple times and kept getting stonewalled about this matter. I would like a refund for the amount paid while I wait a week and my phone is useless to me, as my number is already ported over to Mint. I switched to this carrier to save money, not instantly be out more money.

  Business Response

  Date: 11/21/2024

  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:11/19/2024

  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.

  For months now, *** had issues with dropped calls and no service at allunable to make calls or retrieve my voice messages. Ive tried more than once to fix problems with mint mobile via their chat service. To no solutionthey switched towers to T-Mobil and Im a customer who is no longer compatible with their towers. I asked for a refund for unused monthsthey told me no refunds! This is not a consumer friendly company will get service elsewhere. But, consumers need to be aware! Ive screen shots of conversationsif needed! Do not pay in Advance or you are never getting your money back, with this company!

  Business Response

  Date: 11/25/2024

  Hello,
  In regards to this concern, we have contacted the customer for additional details so we can provide a resolution.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:11/19/2024

  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 11/6/2024, I ordered a new phone from Mint Mobile and paid for overnight shipping. On 11/8/2024, I got a status update that the item was about to ship, that the shipping label is prepared. And now there has been no updates since 11/8/24, the phone has not shipped. It's been 2 weeks. I chatted 6 different times last week and this week with customer support and only kept being told to wait 4 more hours for an update, or 24 more hours for a update. But still have not received an update for my order 2 weeks ago that had overnight shipping. They've created several help tickets all with no follow up and no resolution. And I ordered the phone due to my phone quit working and now I have no phone for 2 weeks when I thought it would be a couple of days. The first ****** I chatted with says it takes only 2-5 days to ship, it's now day 14. I'm extremely frustrated and disappointed and this was a very expensive phone that they have my money for.

  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:11/19/2024

  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 ordered 2 phones from Mint Mobile and 4 sim cards they shipped them thru mint mobile ***** shipped them on October 10th 2024 the track from ***** said 9:40am-8pm but ***** said they was delivered at 8:40ish but I was home all day and nobody knocked on my door and the ***** driver was supposed to knock on my door and get a Physical signature from me and they did not

  Business Response

  Date: 11/25/2024

  Hello,
  In regards to this concern, 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

  Customer Answer

  Date: 12/05/2024

  I have responded mint Mobile has not resolved the situation
  ***** is saying that all mint mobile has to do is file a claim with ***** and they would get refunded they for I would also

  Business Response

  Date: 12/10/2024

  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