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:10/14/2024

  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.

  July 8 of 2024 Mint Mobile took $203.56 and $84.26 September 30th from our account for a renewal of services. Last year it was all on one account so we were not expecting a second charge. The previous year it was all one account. We did not change anything. We talked to Mint Mobile about canceling our account and refunding the remainder for service not used. The clearly stated that the have a 7 day refund policy and will not refund the rest of the payments. This seems like bad business to keep money for services not used. They suggested that I just use the service until it renews or cancels its self out. This is not what I want. I want to immediately cancel and go with another service. I want my money returned because Im not using them. The refund should be $150

  Business Response

  Date: 10/21/2024

  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:10/14/2024

  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 purchased the mint 3 month plan from Bestbuy. The actvation code is: ********** During activation, the mint app said "technial errror" and the transfer process was not successful. I tried to connect them 5 times and spent over 5 hour. They created the ticket L2-347415.They just cannot fix the issue. They let me to wait for the callback from technial team over 3 days but none call me. The mobile service with my previous company is ended and I will lose my phone number with me for over 10 years.I doubt **** is a fraud company and won't offer any service. I want them to pay back the service fee and also the lost for losing my phone number.

  Business Response

  Date: 10/21/2024

  Hello,
  In regards to this concern, we are still currently reviewing the matter and a representative will contact the customer to provide an update on the port request.

  Thank you,
  Mint Mobile

• Initial Complaint

  Date:10/14/2024

  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.

  8/24/24 I created a Mint Mobile Acct online. I was provided with a QR code to scan to switch cell service. Code would not scan. When I reached out to MM, I was informed that ******* had my phone locked. Multiple communications with MM(phone locked) & Vz(phone is not locked), QR code telling me, "not valid or has already been used". After 5 days with no phone service switched cell service/phone # to Spectrum. 8/30/24 used MM online chat to notify them I was not using their service. My credit card was still charged $54.80 from MM. Multiple phone calls and promised from MM to refund me AND cancel an account I never knew I had at that point, since I never had cell service with them, has left me with multiple false promises of refund, even with a supervisors approval of refund request and "refund started processing 2 days prior".

  Business Response

  Date: 10/21/2024

  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

  Customer Answer

  Date: 10/22/2024

  Unfortunately, I have received no emails from the business. I did, however, miss "one" phone call from Mint Mobile ****************** "10/19/24  1842 Mint Mobile       Cust Svce called, left no message".

  Business Response

  Date: 10/28/2024

  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: 10/28/2024

  
  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:10/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My issue with Mint Mobile is that you have an unlocked device in order to sign up for their service. I transferred my phone number to Mint Mobile a couple of years ago. Unfortuneately, I can't afford to pay multiple months at a time now so I found another provider to switch to who has low rates and monthly prepaid plans. In order to complete transferring my phone number to the new service I need to give them information to verify that the phone number belongs to me, including my Mint Mobile account number. The complaint I have is that you can not get your account number off of a bill, or from their application, even after logging in and performing a 2 step verification or any other security checks. You have to either chat or call their customer service. This information is not available otherwise, not even on your receipt. The only information shown there to confirm your account is your name and phone number. This should be illegal. My account number should be shared with me, I should not have to call them to retreive that information. You also have to have a pin number provided by them in order to complete the transfer. I should be able to create a pin, I brought my phone number with me when I joined their service, and it's like they hijacked it.

  Business Response

  Date: 10/15/2024

  Hello,
  There is no action for us to take in this matter as the customer has already ported out.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:10/12/2024

  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 August 17th I paid 200$ to mint mobile for a year of 5g service.But since then the service has been failed to connect multiple times when i commute on the cal ****** Alao last week their service also cut off my data and claim that i used all data allowed. Which is ridiculus since i never use that much. I decided to cancel and just need refund the rest of the month which they refuse to do. Even then they dont fix the issue when I tried to contact. Thats why I have to put complain on bbb

  Business Response

  Date: 10/18/2024

  Hello,
  In regards to this concern, we have confirmed that a refund is currently in process. Once customer has been notified, please allow up to 7-10 business days for the funds to be credited back to the customers account.
  Thank you,
  ******************

• Initial Complaint

  Date:10/11/2024

  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 have been a loyal mint mobile customer for years. I used to work at a phone store and that's why I chose to go with them. After my renewal, the company locked my SIM card and refused to unlock it and send a SIM card that was compatible with my phone. There are refusing to refund even though I just purchased this plan and it has not worked since the renewal. I was unable to contact their customer service due to my phone not having cellular service. They also shut off the Wi-Fi calling on my phone so I was not able to use Wi-Fi to make any phone calls or text messages. They refuse to resolve this issue I could not even speak to their customer service over the phone. I live in a rural area I do not have close neighbors friends or family nearby where I can use their cell phone. I was on the phone for 7 hours on their chat without any resolution whatsoever. I first contacted them regarding the issue within 7 days of the initial purchase. I continue to try and contact them for the two weeks after that without any response whatsoever. No customer service representative ever got back to me. I paid for a year's worth of service and I lost thousands of dollars in business deals by not being able to be reached and I run my business off my phone. I was forced to go with another service where they advised me that of course my phone was unlocked as it always was and they were able to keep Wi-Fi calling on so there was nothing wrong with my phone. My phone works perfectly well on this *************** and so mint mobile story of my phone being locked and that's why they were not providing me service Wi-Fi or data was a lie. And not the real issue. They should have resolved this issue by issuing me a SIM card that worked. But the team refused reiterating that my phone was locked. Which is impossible because I've been using my phone on that service for years. They issued a refund when I had the issue initially and then refused to refund the rest when it continued.

  Business Response

  Date: 10/16/2024

  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:10/10/2024

  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.

  Mint mobile is refusing to allow service on my phone. ***** subscription fee plus ***** for a physical SIM Card. After activating the device with a mint agent around 8am EST, I was able to make a call, receive a call make a text and receive a text. But at noon the phone stopped making calls and Mint will do nothing to fix it. This is a massive fraud issue. I have spent days and hours on the phone with these morons and nothing has been done. Remember the phone wiorked upon activation. but 4 hours later nothing! Its the ssame shhit take the sim card out power off put the card back in whats the number Oh your phone is locked, ITS NOT! I just need a phone to work and I dont have the monies to but another device. I have been effected by the hurricane *********** outages no internet and towns ****. I need a call phone that works. I need to contact fema disaster recovery and I can't. ***. What is worng with this coompanyt that wont make it right?

  Business Response

  Date: 10/16/2024

  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:10/09/2024

  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.

  9/14 purchased a 3 month trial. Wasnt ever able to activate due to a hold on my phone with ***** The customer service person never advised me and I didnt have any idea once I used the transfer pin. **** dropped me and I no longer had any phone service service at all. Once the service person figured it out, She felt terrible since I no longer had any phone service at all and was using a chat on my laptop to try to understand what was going on. She immediately wanted to give me a refund while I was also chatting with **** trying to get my phone reactivated. Lost contact with mint, and therefore the refund was never processed, which I had no idea. When I inquired about it a few days later, they told me that I would have the refund. Call again they formed me that I was not getting the refund. It was denied a manager said he would override because he agreed with my situation and I still did not receive a refund.. Called again today and was told my refund was denied and there wasnt anything they could do. I explained I never was able to Activate the service so why am I being charged for something? I was never able to use, especially when its documented in the customer services notes that she was in the process of canceling the purchase for me. I received nothing but smart a** answers!!!

  Business Response

  Date: 10/16/2024

  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: 10/17/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22403541, 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,
  
  
  
  Erin Brady
  
  
  
   
  

• Initial Complaint

  Date:10/08/2024

  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.

  I purchased a 3-month plan. I received the *************** was unable to get it activated. I spent hours on chats (for a week prior to purchasing the plan and over two days trying to get it activated. During this process, my phone number was transferred to them. During the final chat, I told the agent to cancel the order, issue a refund, & provide me with the account ***************** PIN so that I could reclaim my phone number. They refused. I filed a complaint with the *** & have received 3 outrageous e-mails from 2 different individuals with Mint. I responded to the 1st one & received another saying they hadn't heard from me! They come across as scammers & don't seem to comprehend what I write to them. The 3rd e-mail came today telling me my request for a refund was denied due to my not acting within their terms. Under their terms (and also detailed by one of the chat agents at least once which I managed to copy from the chat) a refund can be for any reason within 7 days of activation (there was never an activation) or within 45 days if there was no activation. I purchased the plan on September 13; the *** card was delivered on September 19 and; on September 21, I had already requested the cancellation, a full refund, & information to reclaim my phone number several times. I also requested a refund through their web page and immediately contacted ******. Mint Mobile is refusing all of these requests which is preventing me from getting service from another carrier. Mint Mobile agent *********: "Our refund process is easy. If you decide that your Mint Mobile plan is not right for you within 7 days of activation or 45 days if the sim has not been activated, you just simply need to complete the Request Refund form at *****************************************************"

  Business Response

  Date: 10/11/2024

  Hello,
  In regards to this concern, we have contacted and attempted to resolve the matter with the customer however they did not want to proceed.  For any future assistance the customer can reach out to us at ***************.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 10/11/2024

  Another lie! At 11:18 AM on 10/11 I received an unexpected call from Jhonny. He rambled but didn't seem to know what the problem was & asked me for the order #. I finally stopped him, said all I wanted was a refund, transfer PIN/account #. He then started in about my email being incorrect (something I keep hearing), despite getting 3 emails from 2 of their people. We went over the email address & he had .*******! Instead of correcting the obvious problem originating w/Mint entering that address they just kept using it as an excuse to waste more time. He began to go on about having to write a ticket to correct my address so he could send a verification code to me. I couldn't understand him & had to keep asking what he was talking about. He said he'd call me back in an hour. I asked if I needed to have my computer on & e-mail open for whatever he was sending & he said I did not. I assumed that this meant he was going to send something to verify that my email address was correct. He repeated, "Keep your line open and I will call you back in an hour". He called simply to tell me that the ticket was approved to correct my email address! He said that he would call back in another hour. He called me back at 7:03 PM! By this point I had been on-call all day for another round of nonsense. He made the announcement that he'd gotten my email address corrected. At that point he expected me to be ready with my computer on & e-mail open after telling me 8 hours ago I wouldn't need to do so. He said he was going to send me a code and I would (I think he said) read it back to him! At that point I was in the middle of something & once again fed up w/the antics & jumping through hoops. He had the nerve to tell ME that he needed some cooperation which only made me angrier. I told him to send me the instructions for what I needed to do, that he continues to waste my time, endlessly repeating things along the way & accomplishing nothing--that I was done for the day!

  Business Response

  Date: 10/17/2024

  Hello,
  In regards to this concern, since the customer's email address was successfully updated on the account, the customer can contact us at *************** to validate their account and request the port out information.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 10/18/2024

  In addition to the transfer information I am entitled to a full refund with no more delays and excuses. All of this should have been done at the time of cancellation a month ago!

  Business Response

  Date: 11/15/2024

  Hello,
  

  In regards to this concern, since the customer's email address was successfully updated on the account, the customer can contact us at *************** to validate their account and request the port out information which cannot be provided via email.  Additionally we confirmed that the customers order was refunded via ******* reversal process.
  
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 11/22/2024

  This is the same response they provided previously. This phone number does not reach a person and none of the options are relevant to this issue. Now, after Mint Mobile spent 8 hours On October 10th correcting the mistake that THEY made with regard to my e-mail address (.*******), despite sending three emails to me, then there is no reason for them to continue refusing to email the information necessary to regain my phone number immediately. They are just continuing to play these games and drag this out. Complaints have been filed with the *** (which one of their employees found humorous), the AG's office and recently Senator ******* office became involved. Hopefully this company is shut down for their outrageous conduct, not to mention fraudulent practices by violating their own Terms and Conditions.

  Business Response

  Date: 11/26/2024

  Hello,
  In regards to this concern, since the customer's email address was successfully updated on the account, the customer can contact us at *************** and request the port out information.  For security purposes, the port information cannot be provided without the proper account validation.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:10/08/2024

  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.

  My yearly plan was running out at the end of 9-24 so I purchased a new phone and Unlimited 1 year plan from Mint Mobile website. After receiving the Kit (Phone/Sim Card) I tried to activate it and it would not activate. I called to find out it was only for New Customers coming from another carrier. **************** said I would get a full refund of ****** and would get an email with instructions on how to return the kit within 48hrs. This did not happen despite several more calls after waiting. I then got an email stating that I would not get a refund because it was over 7 days. After many more calls they gave me a partial refund of ****** for the Sim Card only leaving me with an Affirm financed balance of ****** for the phone. I just got off the phone with **************** ************* PM and they still refuse to allow me to return the Phone Kit for a full refund. THE PHONE IS LOCKED TO THEIR SERVICE AND IS OF NO USE TO ME - All the website states is to Activate within 30 days. Nothing about a 7-day phone return. Pathetic way to do people.

  Business Response

  Date: 10/15/2024

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