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:11/15/2024

  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.

  This is regarding a charge in the amount of $639.86 with DBA Mint Mobile. I purchased a phone under their order number mt6223891. The phone arrived Oct 28. On oct 29 I called their customer service number **************. The representative who identified himself as ****** refused to initiate a return over the phone, stating his system would not allow it and was unable to provide any further details. I initiated a return request on their website (*****************************************************) On Oct 29, one day after receipt of the device. I did not receive a response. I initiated a second refund request on Nov 2. I did not receive a emal response until Nov 8. The defendant ****** denied the request stating it was outside of their refund guidelines. I advised him I requested a refund prior to 7 days from receipt of the delivery to which he ignored. I attempted to contact Mint mobile on Nov 12 and spoke to ****. I was on the phone with mint mobile for over an hour. I was hung up on or incorrectly transferred and had to call back. **** was unable to assist me. I advised **** a request for refund was made Oct 29 to which he ignored. I am demanding a full refund for the charge. I made all attempts to return the item immediately. Mint mobile has shown themselves to be an incompetent company who is unable to complete basic customer service tasks such as responding to customer emails.

  Business Response

  Date: 11/21/2024

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

  Customer Answer

  Date: 11/21/2024

  The merchant has made minimal effort to resolve this issue. The merchant is obstructing the investigation as much as possible. A resolution will not be accepted until the merchant accepts a return on this item. The merchant has been advised expedite their procedure and a resolution is expected by 11/22 at 17:00 Pacific time

  Business Response

  Date: 11/27/2024

  Hello,
  In regards to this matter, the case is still open and we are still working with the customer to provide 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: 11/27/2024

   The item has been returned to the merchant under ***** Tracking ID
  ************. Upon receipt the merchant shall immediately issue a refund for the item after which the matter will be resolved.
  
  
  
  

  Business Response

  Date: 02/07/2025

  Hello,
  We have confirmed that the refund was sent to and accepted by the customer's bank on 12/3/24.
  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:11/14/2024

  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 without service for 6 days. Contacted customer service on day 1 and was told there was an outage in my area, however, my wife had full service. Purchased a new sim card from Mint Mobile and they have been unable to activate. Referred me to technical support. No response when promised. After multiple times contacting customer service all they have offered is outage which is a false statement. Unwilling to address the problem of the new sim card not connecting.

  Business Response

  Date: 11/21/2024

  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

• Initial Complaint

  Date:11/14/2024

  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.

  The cell provider Mint Mobile has no signal either ***** location or anywhere I drive to in area. The service is horrible calls dropped mostly people cannot hear me or calls are dropped. I can't take a wifi with me to get a signal when I travel and that places me in danger if I break down or have an emergency. The customer service is non existent. The app does not work when trying to communicate with customer service. What you write is erased. NO resolution using contact customer serviceveither do not speak or understand English or is a manager but cannot take any action to resolve issues. The billing is everyone months my first attempt to pay was more than challenging. There is a statement written that cell phone is inactivated the day before the bill is due. Have you tried to *********** with a dead phone. I tried to communicate this and no one could do anything. I am trying to transition to another provider but believebI am due a refund of the current bill 100 dollars. I would like to have a refund before picking up new provider. I have all my info to provide a new cell carrier. I've never seen such a poor business not only ****** provide a cell signal consistently but no customer service. I even wrote ceo!

  Business Response

  Date: 11/19/2024

  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: 11/27/2024

  On Tue, Nov 26, 2024, 12:55 PM ***** ******** <***********************************************************************************************************> wrote:
  

  Addendum
  Since my initial comtact with BBB my cell with Mint has been disabled.
  That means no calls were able to be made and no texting or other services. The cell has been turned off by Mint. 
  I have the actual physical cell itself recharged and am using my wifi provided where I reside to communicate via email.
  I wanted to confirm tge refund was in my bank which I was unable to do with this cell phone.
  

  Business Response

  Date: 12/02/2024

  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:11/13/2024

  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.

  Today, on November 13th, I tried to renew one of the mobile plans under my Mint Mobile family account.The plan was listed as costing $180 for 12 months. On checkout, the price suddenly went up to over $200.I contacted Mint Mobile through the online chat function to express that I did not think it was acceptable to add hidden fees to a plan, as I believe it constitutes false advertising. I asked to pay for the plan at the advertised rate of $180. None of the three people I spoke to seemed to understand my concern, and the issue was not resolved.I would like Mint Mobile to honor its advertised pricing and respect federal and state law about hidden and junk fees.This happens to be the second time I have had to report Mint Mobile for not honoring its advertised fees, the last time being in 2023.

  Business Response

  Date: 11/14/2024

  Hello,

   The taxes and fees associated with Mint Mobile plans can be found here:  **********************************************************************************************************************************;Additionally the plans homepage (*********************************************) specifies that taxes and fees are extra.

  Also per the Terms and Conditions (*****************************************************************):
  Taxes, Fees and Surcharges.  You are responsible for, and shall pay, the taxes, fees and surcharges set forth in Sections 10.1 10.5 below (Taxes, Fees and Surcharges) in connection with your Service account. Such Taxes, Fees and Surcharges will be included in your Service account Charges (a) at the time you order the Service and (b) each time there are any further Charges to your Service account. Payment of Taxes, Fees and Surcharges is in addition to payment for the Service and will be billed to your credit card.
  

  10.1 Recovery Fee. The Recovery Fee is not a government tax or fee. The Recovery Fee is assessed by Mint Mobile to help recover Mint Mobiles administrative and certain other costs associated with complying with various federal, state, municipal, local, and other governmental programs, statutes, regulations, taxes, fees, and charges, now in force or enacted in the future. 
  
  

  Thank you,
  Mint Mobile

  Customer Answer

  Date: 11/18/2024

  To whomever it may concern:

  The business has not adequately responded to the points raised in my complaint.

  The issue at stake is a simple one: namely, that Mint Mobile advertises its plan at a price which is not honored at check-out. As a California-based business, Mint Mobile is bound by California's Honest Pricing Law, SB 478, since July of 2024. According to the **************** of Justice, this law makes it illegal to "advertise or list a price for a good or service that does not include all required fees or charges other than certain government taxes and shipping costs." Since the bulk of the surcharges on checkout are not taxes, but made up of the "recovery fee", I have reason to believe that Mint Mobile's practices are illegal and reserve the right to pursue legal action if Mint Mobile does not address these concerns fairly.

  What is more, I note that despite the concerns I raised and the pending complaint, Mint Mobile has gone ahead with the renewal of the plan, charging over $200 despite my objection that the advertised price was $180. I respectfully request an immediate refund of whatever portion of the difference goes above legally required taxes.

  Sincerely,

  Diego von Lieres

   

   

   

  Business Response

  Date: 11/25/2024

  Hello,
  The plans homepage (*********************************************) specifies that taxes and fees are extra which are included at the time of purchase and is the responsibility of the purchaser per the Terms and Conditions.
  

  Terms and Conditions (*****************************************************************):
  Taxes, Fees and Surcharges.  You are responsible for, and shall pay, the taxes, fees and surcharges set forth in Sections 10.1 10.5 below (Taxes, Fees and Surcharges) in connection with your Service account. Such Taxes, Fees and Surcharges will be included in your Service account Charges (a) at the time you order the Service and (b) each time there are any further Charges to your Service account. Payment of Taxes, Fees and Surcharges is in addition to payment for the Service and will be billed to your credit card.
  
  

  Thank you,
  Mint Mobile

• Initial Complaint

  Date:11/13/2024

  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 3 month Mint Mobile phone plan and a ******* Galaxy A14 5G phone on 9-2-2024, from Mint Mobile. Mint Mobile was paid $218.74 for both purchases.I received phone and SIM card on 9-9-2024. The order number: MMO_437881 I called Mint to activate Phone. I told her the phone was not holding a charge but losing charge. I also told her they sent no charger with phone. I was using one I had for *******. She(*******) told me I would get a full refund of $220.00 in 7-10 business days. I was instructed to call back when refunded, and she would give information for returning phone. That actually pushed date to 9-24-24, if use business days. I called before that date. I was told by *******, "If you were refunded". I replied "what do you mean If I was refunded. I was on hold a while and she returned stating, " your refund will be in another 7-10 business days". I asked as to sending phone back that day and every call after. No refund again. I called back and spoke to what sounded like same employee, *******, whom told me," you are out of our refund window. We can't refund you."I was blatantly lied to about how to get refunded. Set up so out of their 'refund window ' and unable to get a refund.I heard Mint was great. I initially didn't question their refund policy. Their adds senior *************** on Social Security, and being ripped off, left me unable to purchase another phone...I spoke to, too many employees @ Mint. I used all minutes on one phone. Mint told me phone came directly from *******, to call them. ******* said, phone didn't come from them. Last call to Mint with ******, manager @ Mint, told me w/in 48 hours I would get call from Mint. Never did get a call. I also got false email from BBB, saying PC, tablets only way to make complaint. Report where?All I want is full refund of $218.74.Very abusive, dishonest, theft, disrespectful to paying customers. Too many hours I spent getting lies,run around and no decent resolution. Warning seniors.

  Business Response

  Date: 11/19/2024

  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:11/13/2024

  Type:Customer Service 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 pay $15 a month for mobile service with Mint Mobile. I have not been able received phone calls to my phone for 6-7 months. The calls go directly to voicemail without a ring. I have called 13 times to fix the problem. I have spent over 6 hours on the phone trying to repair the problem. I filed a ticket #L2-353701 and it is still not repaired. I have asked for an email address, or contact t of a supervisor to get support and I was refused.I asked if I would get compensation for all the months that this has not been working and they said once they figure out what is wrong. My husband has the same phone, same service and his is fine, yet they insist that it is an outage in the area.

  Business Response

  Date: 11/21/2024

  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

• Initial Complaint

  Date:11/12/2024

  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.

  On Nov 9, 2024, I called Mint Mobile to ask for Account Number and PIN Code to transfer ********************** service from Mint Mobile to US Mobile. However, the customer service refused to give me the info for transferring out. Instead, she offered me 4 months free for a 15GB data plan. I agreed. With the promotion, I paid $168 from my ***** credit card, in addition to the $80 credit she gave me. She said the plan was successfully processed. Starting from Nov 12, I will have 15GB data plan. On Nov 12, 2024, I checked Mint Mobile app and found the plan renewed is 5GB instead of 15GB. I immediately called back Mint. The agent admitted it was previous customer service's mistake. The agent tried to fix it, but instead of fixing successfully, she deducted additional $8.36 from my Mint wallet. She said she would call me back, but no calls at all. I called the another ****** He deducted $62.56 from my ***** credit card WITHOUT my awareness and approval. I only knew this when I saw the ****** email. I confronted with him and he hang up my phone.I called the 3rd ****** She said if I want to get the refund of their unauthorized charge, my account will be suspended. They may refund to Mint wallet instead of original payment method - my credit card.Till now, my problems are still not solved. First, unauthorized charge of $62.56 from my credit card are not refunded. Second, I paid $176.36 (168+8.36) for a 5GB plan instead of 15GB as customer service promised. **** is refused to correct its multiple mistakes. I am requesting to correctly set my plan as 15GB yearly plan and refund me the overcharge - $62.56 from credit card and $8.36 from Mint wallet. Otherwise, refund me all my payments ($238.92) to my credit card. I will find another phone provider.

  Business Response

  Date: 11/15/2024

  Hello,
  We have resolved this matter and the account should reflect the updates.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:11/12/2024

  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.

  I have only had issues since I signed up for ****. When I first signed up for service, I could not enroll because their network was down. No one could help beyond telling me they were aware of the issue. I continue having issues. Whenever you reach out via chat, the agents never help. It's a waste of time repeating the same information- name, email, address, etc. over and over again.Because Mint refuses to help or address my issues, I asked to cancel the service. They refuse to help with this either. I asked for the corporate address but was not provided with it. I regret switching to Mint. I would rather pay more than deal with outsourced agents who are too lazy to help or do their jobs.

  Business Response

  Date: 11/15/2024

  Hello,
  In regards to this concern, we have contacted the customer and are currently working to provide a resolution.  In order for us to provide the port out information the customer will need to provide information to the agents needed to validate the account for security purposes.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 11/15/2024

  This is a lie. They are not working with me. They refused to help with the service issues. Mint cannot tell me why I am not receiving calls. 
  
  Because of this, I explained I needed the information to switch to a better carrier which they refuse to provide. I asked how I would receive a text message when I do not have service which the agent refused to address. 

  
  They also continue deleting my comments on ******* asking for help. 

  
  

  Business Response

  Date: 11/22/2024

  Hello,
  In regards to this matter, we had contacted the customer on 11/17/24 to process the refund and provide the port out information as requested.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/03/2025

  I signed up for the 12 months for $15 a month and was billed in full, as expected. I cannot port my number and Mint refuses to help. I am currently out of over $200. I had go through the automated chat process multiple times and the bot continued telling me to reach out via chat which I had been doing multiple times! I can send screenshots showing this. Obviously some sort of error is happening but Mint refuses to help or address that or the porting issue. I reached out and spoke with **** who couldn't seem to understand the issue. I explained it multiple times. I even asked for his employee ID number so I could file a complaint but he refused to provide that as well. He then transferred to a supervisor who said the reason **** refuses to help was because he was trying verify some information. When I asked **** what information I did not verify, he lied and acted as if I did not ask the same questions over and over again. It is very easy for me to provide screenshots of this.

  Business Response

  Date: 02/07/2025

  Hello,
  We have confirmed that the customer has ported out as of 1/11/25 as requested.
  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: 02/10/2025

  where is the refund that was supposed to be provided?? 
  

  why did mint refuse to help??

• Initial Complaint

  Date:11/12/2024

  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 have two phone lines with Mint Mobile. The phone plans were renewed on 10/23/24. On that day, I requested to have the billing method changed to a different credit card, which they said was possible. They refunded my original credit card and then cancelled our entire phone service. During the frenzy of re-connecting our cell phone service, our credit card was charged THREE times in the amount of $130.56, instead of just TWICE. I called to request a refund for the third charge, which they confirmed. However, several weeks later the charge was not refunded. And when I called back about this charge, it was denied. I have the credit card statements proving the charges, yet I was told that it was not their problem and that I need to dispute the charge with my credit card (which I will).

  Business Response

  Date: 11/19/2024

  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: 11/19/2024

  
  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:11/12/2024

  Type:Customer Service 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 attempted to switch my cell phone service from ******* to Mint Mobile in March of 2024. The service I chose required a digital *** card number to transfer and activate the service. I followed the instructions provided, but the number wouldn't transfer. I then called customer support for assistance and after several attempts with the customer service person also did not work, I asked that the account be canceled since no one could figure out why the *** number provided didn't work. I was told that since the service wasn't successfully transferred, there wouldn't be anything to charge for and my account would be closed. As I've been doing my year-end financial wrap-up, I discovered that I was being charged for the service, even though my cell service account was never activated. Charges: $52.17 (3/4/24); $83.37 (6/2/24); $83.47 (8/31/24. I am requesting a refund for these charges and confirmation that the account is permanently closed and will not incur additional charges.

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