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:11/11/2024

  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 upgraded my Mint Mobile plan on Nov. 5th to the "Unnecessary" plan because I was using 19gb Hotspot in a month and running out of high speed data. On November 5th I recieved a text stating my plan would go in affect on Nov. 8. On the 8th of November I had to contact customer support because my data speeds were still very slow. I was only getting 5mbps. I was originally told that my service had gotten moved to the wrong tower under the transition of my plan upgrade. I was told that it had been corrected and to restart my phone, and it would be fixed within an hour. An hour and a half later the problem still persisted. I called back and was told the cell tower was suddenly down and there was no other tower around me I could connect to. I knew this was not true and the technician hung up on me. After checking my app I noticed all of my 20gb of ************ was gone after getting hung up on by customer service. I had gotten 2 text messages at 9:23pm and 10:29pm that I had used 16gb and 21 gb of my 10gb ************ and that it would renew on Nov. 8th. 10gb was my old plan and it was already Nov. 8th. This proves a system error. My data speeds were still being throttle and my hotspot data was counting last months usage! These were around the times I was on the phone with tech support and getting 5mbps. That's impossible to use that much data at 5mbps in an hour! I have spoken with countless people for 3 days. Nobody can help me. Supervisor ******* called me back on Saturday at 11:04am stating that INDEFINITELY my hotspot data was counting last months usage because of a system error with the upgrade of my plan and I had not depleted it myself. This issue was suppose to be fixed, and it still has not been. I was told the cell towers were down, and then that they never were. I was told I could view the contents of my open tickets, but I could not and they won't email them to me. I was told this was fixed, and it is not! I want my hotspot data replaced!

  Business Response

  Date: 11/14/2024

  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:11/11/2024

  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 traded my phone in in August of 2024. Here it is November and Im still getting the run around on receiving the $256 guaranteed trade amount back. They took my phone and never paid me for it. I will never ever again trade in with mint mobile. Ive been in contact with Allstate square trade NUMEROUS times with absolutely no result.

  Business Response

  Date: 11/14/2024

  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: 11/14/2024

  I have not received any type of communication from you whatsoever. I have no phone calls from you nor do I have any emails from you. 

  Business Response

  Date: 11/21/2024

  Hello,
  In regards to this concern, we have attempted to contact the customer via the email provided on 11/15 and 11/20.
  Mint Mobile

• Initial Complaint

  Date:11/10/2024

  Type:Order 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 8-6-24 I received a promotional email from Mint mobile offering me 3 free months of service to renew my Mint mobile plan and account.Around a day or two later I clicked the link in the offer and paid for the renewal.....I was dismayed when I got the package cause they would not give me my phone number back that I had with this account ...yet they wanted me to renew...with a whole new phone ********* I was forced to receive a new phone number despite me renewing on my previous account....apparently in this process they also gave me a brand new account. Flash forward 3 months later when its coming time for my free 3 months to kick in I call them and ask why my 3 free months have not been credited to my account yet...I was informed by a *** that they could not honor my offer I signed up on that they advertised to me and I signed up under...their reason was because their system made a mistake and sent me the offer and my previous account had been closed and because of this they couldnt honor their offer they sold to me. Yet their system didnt stop me from renewing or signing back up when I clicked on the link in the email....This is fraud and false advertising. Bait and ********* is not my fault that their system sent me the offer and I signed up for it. they sold it to me, and advertised it to me they should honor it.

  Business Response

  Date: 11/14/2024

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

• Initial Complaint

  Date:11/10/2024

  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 lost my phone so I got a new one and thought getting an e-sim was gonna be easy. I called for 3 days total and the first 2 representatives lied to me and said they called me but I never received a call back. The third day I called again and they assured it will be fixed. Well apparently my ticket requests were getting declined for some reason the past 2 days. Mind you they never gave me this information. They then finally call me back on the third day of trying to resolve and they tell me my account is locked. Because they did it too much apparently? Didnt make sense to me either. Anyways he says hes gonna forward me to the higher *** and it just redirects back to the same number. Im furious. So I call again and speak with ***** the supervisor. He escalades this and provides me info with whats going on (finally) they call me and I give them my info they ask the security questions then say its coming back as failed. While Im expressing whats going on the guy hangs up on me and doesnt help me Escalade this problem. How am I gonna solve this? The support is so bad and they lie its actually unbelievable. I know for a fact my security questions are being answered right because this is my account. Anyways he hangs up and I cant call back since the support is now closed. And he said I have to wait 30 days to try again. Long story short Im locked out of my own account that I pay for. Ive been with Mint for 3 years and never had a problem til now. I just renewed 3 months of 5g data and I cant even use it. Everything is linked to that number via two factor authorization for many apps I use (iCloud, Gmail, instagram, etc). The support is so bad that they dont even have the corporate number. Or thats what they say. I know its a lie as well. I do want a refund and moving forward if I can get my iCloud and Gmail unlinked from that number Im going to switch carriers. Mint mobile doesnt care about its people. I just want my phone service on my phone.

  Business Response

  Date: 11/14/2024

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

• Initial Complaint

  Date:11/10/2024

  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 following the directions from Mint Mobile to transfer an eSIM to a different (unlocked) phone when there was an error. The error stated to contact my carrier. I called and spoke with a representative they said they could not email a new eSIM to resolve the problem until my email address has been verified. In order to verify, an SMS message is sent to my phone with a code, but I cannot receive SMS messages to a phone without service. After a week of contacting Mint Mobile on a daily basis, explaining the situation to multiple representatives and their supervisors, I have been promised phone calls back from a different department to finish resolving my problem. No one calls back and each day the new representative promises they will follow-up and be the one to help resolve my problem. No one does. I have now prepaid for a service that Mint Mobile is not providing. I have referred multiple people to this company who have signed up, but will never again based on their lack of customer service. All I want is for ****************** to fix this problem provide the cell service I have paid for.

  Business Response

  Date: 11/14/2024

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

  Customer Answer

  Date: 11/15/2024

  
  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,
  
  Brittany Hole
  
   
  

• Initial Complaint

  Date:11/09/2024

  Type:Order 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 agreement of data speed is the following:download speed ****** mbps upload speed 6-30 mbps actual is the following:download speed 4-7 mbps upload speed 2-5 mbps

  Business Response

  Date: 11/13/2024

  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: 11/13/2024

  
  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,
  
  ****** Diesel
  
   
  

• Initial Complaint

  Date:11/08/2024

  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.

  Date of transaction: 10/20/24 Amount paid: $53.76 Business discussed my mobile phone and SIM card I would need. I received the wrong SIM card, that would not fit my phone. I called Mint Mobile on 10/25/24 to cancel and request refund. I have email correspondence sent 10/28/24 that they would refund my money. When I call to obtain status, either the line is disconnected or I get transferred from **** to **** to tell my same story, and am told the refund was processed. I have not received my money and told them I would be filing a complaint with the BBB on their deceitful business practices.

  Business Response

  Date: 11/14/2024

  Hello,
  In regards to this concern, we have confirmed that a refund for $53.76 was processed on 10/28/24 however the transaction was declined by the bank.  The customer will need to contact their financial institution for assistance.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 11/14/2024

  Their reply is the same they emailed to me on 10/28/24.  It has been a total of 13 working days now, well past the 7-10 days, as noted.  I called Mint Mobile again and was told my bank rejected the funds.  I called my bank, and my bank told me that they would not reject the funds, and did not receive any refund to be posted to my account.  I called Mint Mobile again today, 11/14/24, and was told that they will send another request for my refund.  I appreciate your assistance.

  Thank you,

  ***** ****

  Business Response

  Date: 11/21/2024

  Hello,
  In regards to this concern, the refund of $53.76 was declined by the bank on 10/28/24.  The customer will need to contact their bank for additional details.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 11/22/2024

  my bank said they did not and would not reject any refund. Mint mobile is lying

  Business Response

  Date: 01/28/2025

  Hello,
  In regards to this matter, we have confirmed the refund of $53.76 was settled by the bank on 11/21/2024 09:52 AM PST under refund transaction ID.
  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:11/07/2024

  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.

  Transaction:10/28/2024 Error found:11/3/2024 Cancellation and Refund Requested:11/3/2024 Item Shipped:11/5/2024 Unwanted Item Received:11/7/2024 I asked for a return label and was hung up on. I also asked to speak to a manager and was hung up on. From what they are doing, they have no intent to refund my money.

  Business Response

  Date: 11/12/2024

  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:11/07/2024

  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.

  Date of Transaction: September 28, 2024 Amount Paid: $1,353.93 (new phone, apple care, and plan, only reporting $180 for the plan)The business committed to provide 1 year of unlimited phone service for $180.When I received my new phone and attempted to activate my phone Mint said that I needed to transfer my current plan in order to retain my phone number and they did not apply the unlimited plan to my account. I reached back out to see if I could be refunded the unlimited plan since they were unable to apply it to my account and since I had not activated or used it. Mint said it is impossible for them to refund the plan and that they would not be able to activate the plan.This is false advertising as they promised a service I cannot activate and apply to my account or be refunded for and I was misled to purchase it in order to get the phone I wanted to buy.The ad is still active on their website under "Deals" the ad says "1 year of unlimited included" when you bring your phone number. My phone number was already active on Mint so it was part of their system.

  Business Response

  Date: 11/12/2024

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

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a phone and service directly from ****. Immediately upon receiving it, device failed to initialize correctly. I called customer service, they did a thing on their end and told me to restart. The phone was then able to successfully activate. They told me I had a temp number and my number would switch automatically to the correct number after 5-10 days. During that time I regularly had service drop to emergency service only. Unable to use my phone aside from SMS mesaaging for minutes or hours. I called and asked about it. Was told it would stop after the number port. The number port went through. And I then had a new issue, the phone was making calls from one number, and texting from another. I called and was told to turn *** chats off. The problem went away, bit no one ever addressed the repair. The old issue of Service failure continued at least once every 48 hours. I called customer service went through a myriad of diagnostic and testing steps. I was told they would open and investigation and call me. No one did. When normal SMS text mesages then failed I called again. At which point I was told none of the previous interactions had been documented and they had no record of my pending investigation. I was furious, but it waa a ***** customer care guys fault. So another month of diagnostics finnaly they agree to just refund me the purchase. Only to email me days later and say, Sorry no refunds after 7 days. Well your first tech said wait 10 days to fix the problem. That failed. When I offered to accept a replacement (same device, NOT upgraded) I was told I would have to pay for it. I refused. I have documentation of my interactions, I will be pursuing replacement of services and the device, as well as lost time. I am not asking for anything except the working service and device I already paid for. The first tier 3(**** **** ******) to answer the phone. Refused to correct the mistake, review the notes or provide me additional contact to her superior.

  Business Response

  Date: 11/12/2024

  Hello,
  In regards to this concern, we are currently reviewing the complaint and will 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