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:10/25/2024

  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 10/20/2024 My wife and I started trying to get cellphone service through Mint Mobile. Their adds and endorsement by **** ******** made their initial offer very attractive. The deal was to get 5G cellphone service through our already paid for 5G cellphones. They promised they could set us up with ESIMs and everything would be easy-peasy. This was a lie and here we sit filing this account after3 days of trying to get this service to provide the services it claimed to off. We talked with 4 separate agents and they all promised resolution of the problems their service had (and still has). I do not trust them since they did not do what was promised and now they have hundreds of dollars of our money in limbo. If it is not credited to us in 7 to 10 days, we will be taking legal actions and suing them for damages. Beware folks!!! It is a Fox bar cluster fox!

  Business Response

  Date: 10/29/2024

  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:10/25/2024

  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.

  First transaction date: 03/21/2024. Phone Number: ************. Purchase Price: $256.84 On June 8, 2024, I was robbed and assaulted and my phone, along with my vehicle, wallet, and ID were stolen. ****************** was notified on July 1, 2024, while I was still hospitalized. Numerous (*****) phone calls have been placed to Mint Mobile **************** to block this number for use and as of this date, it is still actively being used by an unknown party. A refund has also been requested for the unused pre-paid service that is still active until 03/2025, as of this date they have refused to provide the credit. I asked for a **** card replacement to obtain my business contact numbers which was delivered on 10/23/24. The **** replacement was to cost $9. On 10/24/24, Mint Mobile falsely signed me back under a new plan and attempted to charge a fee of $327.70 (only $201.80 was processed), which was reported to my bank as fraud. I wish to receive my original plan's unused service minutes refunded ($180 per Mint Mobile) and this new plan assigned cancelled immediately. I further wish to have this phone number assigned to me shut off. When calling Mint Mobile Customer Support I continuously get the runaround and receive different responses on each contact.

  Business Response

  Date: 10/31/2024

  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: 10/31/2024

  As I agree with the refund of the $201.80 that was charged for a new plan in error.  As per Mint Mobile's message stating they have been attempting to contact me.  The number they have been trying to reach me (#************) and the email they have been trying to reach me *********************** Mint Mobile **************** has been told numerous times before both of those contacts were compromised at the time of the Robbery/Assault.  If you call the listed phone number, the male and female perpetrator of my Robbery/Assault answer the phone.  The took over my email address as well and I am a victim of massive fraud and identity theft.  So, Mint Mobile, ATTENTION AGAIN, you will not be able to reach me at those listed contacts!! 

  Again, I have previously notified Mint Mobile **************** that my current phone number is:  ************ and my current email address is:  **********************************.

  As stated before, I accept the refund of the $201.80, but I furthermore request the listed phone number assigned to me under Mint Mobile (************) be shut off IMMEDIATELY.  I further request the pre-pay service, from July 2024 through March 2025, of my remaining contract be refunded to me.  Per Mint Mobile **************** this is a balance of $180.00.

  Attention Mint Mobile - you CANNOT apply this refund to the previous **************** **** Platinum card with first 6 digits of ******, and last 4 digits of 7562, as this card was also stolen and has been deactivated.   I request refund check to be mailed to me at my current address of:  **************************************************

   

   

   

  Business Response

  Date: 11/07/2024

  Hello,
  In regards to this matter, we have confirmed that Order #MT4736199 has been refunded on 10/31/24 in the amount of $102.74 and a refund in the amount of $201.80 was settled by the bank on 10/225/24 under refund transaction ID ********.

  
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 11/08/2024

  
  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:10/24/2024

  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.

  We were overcharged more than double. Tried their customer service line and chat many times. No human available ever and the automated choices did not include billing problems. Literally no way to solve this!!

  Business Response

  Date: 10/29/2024

  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:10/24/2024

  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 wrote a letter to ************* and have not heard back so here I will post a shortened version of that letter. Also, sending over copy of chat with *** on 10/17/24.On September 23rd, 2024 I reached out to Mint Mobile customer service chat to review if ****************** was the correct pre-paid mobile service for me. I am under a year-long pre-payment plan with Boost Mobile but wish to move on. I have done some research and found that Mint mobile offers an extension beyond the 45-day activation window. I chatted with the ***resentatives for 30 minutes going over many scenarios and ensuring that if I made a purchase that I could be provided an extension. The ***resentative assured me that this would not be a problem and that I would be honored with an extension to activate the service plan in late December 2024. After the phone was delivered, I reconsidered the model and wished for the more expensive ****** Pixel 9 XL Pro version so I made a request for a return, or an exchange, by submitting a form on ***** website on October 1st, 2024. I emailed and called several times after.On October 10, 2024 I received an email from **** stating that my request is outside the return window so it was denied. I visited chat but no help there. I also found out that the previous *** lied about the extension to activate service.All this has led me to not trust a word Mint Mobile customer service says as everything I am being informed by a ***resentative seems to be misinformation. I am told one thing and then informed that I was misinformed. I never received any confirmation of my return requests, I was not provided a chat log after the chat was over, etc. I am left in a situation where I did everything I could to make my switch to Mint easy and I am met with wall after wall of denials and customer service supervisors not being accountable for misinformation provided by ***resentatives.

  Business Response

  Date: 10/30/2024

  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:10/23/2024

  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 am reaching out to you with a request for assistance regarding a frustrating experience I have had with Mint Mobile. I recently purchased a plan from Mint Mobile, but it did not work correctly on my phone for several hours. As a result, I requested a refund. The following day, the service began to work, but my account was locked. ****************** support advised me to purchase a new plan, which I did. However, they double-charged me for a year-long plan amounting to $264.33. Although they refunded the double charge, they informed me that I needed a new SIM card.Given the complications, I decided to switch to another service. Unfortunately, Mint Mobile has refused to refund the year-long plan. Despite spending over 10 hours on chat and phone support to resolve the issue, they have not shared their refund policy with me. Consequently, I have paid for a year-long plan without receiving any actual service.I have attached screenshots of my interactions with Mint Mobile for your reference. Given your expertise, I was hoping that an email from you to the ** team at Mint Mobile might help. While $264 might not seem like a lot of money, it is significant for a second-year teacher like me.

  Business Response

  Date: 10/25/2024

  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:10/22/2024

  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.

  Mont mobile advertises unlimited text messages. For the last few months they have been disabling my text messaging claiming it is to protrct me from fraudulent use. When I ask them to remove the feature they refuse. This time when I asked to to provide me more messaging, they refused. I did get through to escalations and he said he would do it just this one time. I am locked into a two month contract with them and I am fearful that I am not going to get unlimited text messages as they advertise. I also struggle deal that other consumers should be aware!

  Business Response

  Date: 10/25/2024

  Hello,
  While reviewing this matter, we have found that the customer has ported out as of 10/24/24.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 10/28/2024

  I did leave that mobile, but they still have $80 of my money for services never rendered.  Month after month they failed to provide services as advertised. 

  Business Response

  Date: 11/04/2024

  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: 11/04/2024

  
  Better Business Bureau:
  
  They indicate that I will have a refund in 7 to 10 business days.  This will go beyond the 5 day requirement to reaponf. 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. If I will reaxh out again if there any issues with the refund. 

  
  Regards,
  
  ****** *****
  
   

  
  

• Initial Complaint

  Date:10/22/2024

  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 purchased a Mint Mobile *** card with a three-month unlimited data plan on August 15, 2024, for my friend, ***** ****. We activated the *** card on September 8th, not realizing that we had failed to activate the actual plan. I don't understand how this could happen. But as a result, the Mint Mobile account is under her name, while the payment method is under mine. I did not receive any email communication regarding the purchased plan.***** **** traveled out of the country from September 10th to October 20th. Upon her return, we discovered that the phone number was not working. After contacting Mint Mobile customer service, we learned that the plan had never been activated, and the number had been suspended. The representative assured me that if I purchased another three-month plan for $48.55, I would be refunded the original $48.55 for the unused plan.Following their instructions, I paid for the new plan. However, I was informed today that Mint Mobile will not refund the initial payment due to their 45-day policy from the purchase date. At no point during my previous interactions was I informed that the original payment would be forfeited after 45 days. Additionally, when I reached out to customer service, I was reassured that the refund would be issued within 7-10 business days. Had I been informed that the first purchase would be forfeited, I would not have paid another $48.55 on October 21 and would have considered switching to another service provider.I am requesting a refund for the original amount, as I was misinformed and not adequately informed about the 45-day policy.

  Business Response

  Date: 10/23/2024

  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: 10/23/2024

  
  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:10/22/2024

  Type:Customer Service 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.

  RE:REQUESTING TERMINATION OR SUSPENSION OF CELL PHONE CONTRACT AND REQUEST FOR REFUNDDear *** or Madam:I am writing to request that my contract for cell phone service be terminated effective today without penalty or additional charges. This request is made pursuant to 50 U.S.C. 3956 of the Servicemembers Civil Relief Act (the ***** as legislated by the ********************** and signed into law in December 2003.Per the enclosure, I am required to relocate for a period of not less than 90 days to a location that does not support the contract. Due to these orders, my ability to satisfy the contract or to utilize the service will be materially affected by such deployment or permanent change.The **** states that the the service provider under the contract may not impose an early termination charge or a reactivation fee for suspension of the contract. (50 U.S.C. 3956(e)). Additionally, if I re-subscribe to the service within 90 days of the last day of my relocation, the service provider may not impose a charge for reinstating service.Retain Phone Number. I would also like to retain the telephone number of ************ as provided by the **** as I anticipate my relocation is for a period of three years or less. As of today, I have ported the number out of MINT MOBILE to a provider who does service to the location overseas where MINT MOBILE service isnt provided.Request for Refund. Under Section 3956(f) of the ****, requires MINT MOBILE, the service provider, return any prepaid charges or fees within 60 days of the termination date. I have 2 months left on my 12 month contract which were prepaid. As such, I request the monthly charges, taxes, and fees for these unused last 2 months be refunded. My preferred mode of refund would be a check to the me using the name and address information listed at the top of this form,

  Business Response

  Date: 10/25/2024

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

  Customer Answer

  Date: 10/29/2024

  
  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.  An amount of $65.02 showed up in my account which equates to the refund amount. This has resolved my complaint. Thank you.

  
  Regards,
  
  ******* *******
  
   

  
  

• Initial Complaint

  Date:10/22/2024

  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 purchased a phone from Mint mobile.This has been going on since 9-27-2024.They sent me 4 different sim cards that didn't work.I also purchased a new phone from them.I don't have a phone or nothing.

  Customer Answer

  Date: 10/28/2024

  I would like a refund.I was sent 4 different sim cards.That did not work.They told me to contact *******, ******* told me to contact mint mobile.This has been going on since 9-25-24 I would like my money back It has been an inconvenience.

  Business Response

  Date: 11/04/2024

  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: 12/16/2024

  I spoke to mint mobile a few times.They said my refund will be on my card last week.They will not give me my refund.

  Business Response

  Date: 12/23/2024

  Hello,
  We have confirmed that a refund in the amount of $128.00 was accepted and settled by the customer's bank on 11/22/24 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:10/21/2024

  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.

  The wire less company Mint mobile, attempted to help me but kept saying they could fix this issue with the brand new phone they sent out. In the end they couldn't, I asked for a refund and they denied it. The phone they sold me wasn't as advertised- it was locked and not able to use on any carrier. So they sold me something *********** for the cell service...

  Business Response

  Date: 10/25/2024

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