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:10/08/2024

  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 9/29/24, I was at an Apple Store for 3.5 hours & 3 hours of that was due to Mint Mobile's failure to assist or have a reasonable alternative method to ensure us as customers (dealing with *****'s new ***lacement phone policy), can leave their store with a fully functioning phone WITH Mint transferred to the new phone.Since **** doesn't provide chat transcripts, I hope someone can review them from approx 1pm-4:30pm AZ Mountain Time.There should also be a recorded phone call with support (since it clearly says if you cannot receive a 6 digit code, to contact customer service).The phone log would be from my boyfriend's phone on 9/29 to ********** number is ************.After talking to MINT mobile overseas support for hours, I left the Apple Store without them being able to help me & ensure the new phone they gave me was working properly.I was also told via phone by a MINT Mobile CS Sup that I will "get a call within 2 *********** risked my job to make sure they call you within 2 hours for this ticket".I couldn't even change my own email (WHILE LOGGED INTO MINT) w/out getting a code that I couldn't receive (due to needing to set up cell service) NO ONE called me within 2 hours or same day. A MINT Mobile *** ended up calling my boyfriend the next morning (9/30) to tell HIM that they couldn't authorize the change of my email address so I could get the eSIM.This is a HORRIBLE & SIGNIFICANT failure on Mint Mobile's ******** was FLAT OUT LIED TO.What I ended up doing myself, was LUCKILY being able to login to my comp at home (after being at the Apple Store & getting nowhere with MINT via chat/phone) & a *** was able to complete everything. It wasn't without another fight via chat at around 5:30-6:30pm.This chat should be reviewed as ********* Failures:Why have the option to call support (if the customer can't receive a code), if they are just going to put in a ticket that may or may not be resolved in 8 hours? I am a caregiver for my ********** emphasized this too.

  Business Response

  Date: 10/10/2024

  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: 10/10/2024

   

  Below are the last two messages I sent to Mint Mobile. They did not respond to my last message.

  Wow $20 lovely. Thats what my time, migraine and my blind mother not being able to contact me is worth. I already prepaid as well. 
  This should never have happened. 
  If thats what you feel customers are worth for the grave situation that occurred (did anyone even read everything? Especially mint contacting my boyfriend the next day  they couldnt complete it when it was supposed to be within 2 hours from my call? Then fine
  

  Thank you,
  ******** *******

  It is very frustrating when I file and take the time to do a Better Business Bureau complaint and the response I get back is what you just provided. This should definitely have been met with more care, urgency, remedial, action for your company and some kind of concession for me as the consumer who again articulated very clearly the extent to what your companies errors and failures and processing practice caused to not only myself, but to my boyfriend and to my mother.
  

  
  Why isnt this being reviewed at the highest level at the domestic corporate office department for a full review and proper resolution and remedy to the wasted time of four hours and leaving without a functional phone due to Mint Mobiles failures. I deserve more than what you just responded to me with. I already know clearly because I had to fight tooth and nail to get an eSIM
  Thank you,
  ******** *******
  
  

  Business Response

  Date: 10/16/2024

  Hello,
  In regards to this concern, we have provided the customer with a one time courtesy credit on 10/16/24 for any inconvenience and updated the account.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 10/17/2024

  I asked someone from management to call me. Thats nice about the $30 credit but this is a very serious situation where I need to talk to management via phone. This isnt being taken seriously. 

• Initial Complaint

  Date:10/06/2024

  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 am writing to formally lodge a complaint regarding the handling of my mobile account and the retrieval of my phone ********* July, while I was out of the country, my phone was stolen. I promptly notified Mint Mobile of the situation and informed your team that I would be returning sometime in September. Upon my return, I was informed that my account had been canceled, and that I could no longer renew it with Mint Mobile. I was also told that in order to retain my phone number, I would need to switch to a new provider.Following these instructions, I created an account with Boost ********************** and had their agent call Mint Mobile on a recorded line. During this call, the Mint Mobile representative explained that despite my account termination, I could still retrieve my number by paying a $75 fee, after which I could proceed with the transfer. The agent guaranteed that if I followed these steps, I would be able to recover my number. (Witness and recording for Boost Mobile)However, after being transferred to the relevant department to complete the process, I was informed by a different representative that the number could not be retrieved. I mentioned that I had been transferred to the porting department and was provided with the account number and PIN. Despite this, I was told that my number is considered the property of Mint Mobile and that retrieval was not possible.I followed all the instructions given by your representatives, and I believe this miscommunication and mishandling of my case has caused unnecessary frustration and inconvenience. I would appreciate it if this matter could be investigated, and I request that you take steps to resolve the issue, including the retrieval of my phone number as initially promised.This number is accociated with my company for 15 years, I followed the advise of your ****************** it was so frustrating interacting with people whom is not familiar with the english language having to constantly repeat myself.

  Business Response

  Date: 10/11/2024

  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:10/06/2024

  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.

  Refer a friend does not work and continues to fail. I have the order details of a friend who purchased an unlimited package using my referral code. I want the credit. This has happened before, please fix the system.

  Business Response

  Date: 10/11/2024

  Hello,
  We have resolved this concern with the customer.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:10/06/2024

  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 payed for my service on sep 20 all 60gig was used two weeks later customer service told me ***** was used in one day and tryed to sell me additional gigs to run my bill up they are a scam and are stealing peoples gigs

• Initial Complaint

  Date:10/06/2024

  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.

  Subject: Formal Complaint Against Mint Mobile Unjust Suspension of Service for **** ***** Dear Members of the BBB,I am writing on behalf of **** ****** a visually impaired individual, to file a formal complaint against Mint Mobile for the unjust suspension of her phone service following her request for a cheaper phone plan.On September 26th, 2024, Ms. ***** paid $75.00 for three months of service in advance, which should have extended her phone service until December 25th, 2024. Despite this, her service was suspended shortly after she requested a cheaper plan. Mint Mobile subsequently issued a credit of $84.73 to Ms. ****** account; however, this credit does not rectify the disruption to her essential phone ********** Ms. ***** relies heavily on her phone for communication and accessibility due to her visual impairment, this suspension has caused significant inconvenience and hardship.We request that the BBB investigate this matter, reinstate ****************** immediately, and ensure that Mint Mobile is held accountable for its actions. Ms. ***** should not face service disruption when she has already paid for it in **********: If anything happens to Ms. ****** she will have no way to call 911 or communicate with her life alert system, placing her safety and well-being at severe risk.Thank you for your attention to this matter.Sincerely,****** M ***** Caregiver On behalf of **** *****

  Business Response

  Date: 10/07/2024

  Hello,
  In regards to this concern, we have confirmed that the customer's account is currently active.  Customers who need assistance can contact our customer support at  ***************.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 10/08/2024

  
  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.

  Because I need my services, I went ahead and just paid the $84.73, if I do anything, that would leave me without services, I wish not to be inconvenienced for 3 days, like I was previously. I have nothing further to say.

  
  Regards,
  
  **** *****
  
   

  
  

• Initial Complaint

  Date:10/05/2024

  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 bought a phone from **** and went to activate my 1 year plan but Im getting the following error upon starting up the phone, Phone functions have been disabled. Sorry, but all functions on this device are unavailable until authorized. Please call ************** for more information. I called the number provided and Mint Mobile support was not able to help me whatsoever, did not acknowledge that this is a defect caused by them, and is forcing me to return my phone and phone plan. Since they dont have the phone I ordered in stock anymore, Ill be losing their discounted plan which equates to $180. They have not offered me any credit or discount for their own mistake after greatly inconveniencing and causing me to have to pay another month on my current carriers plan while they still have over $1k from me.

  Business Response

  Date: 10/11/2024

  Hello,
  In regards to this concern, we are still reviewing this matter 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

• Initial Complaint

  Date:10/04/2024

  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.

  We have been without power from hurricane ****** for 7 days now, and we dont know when the power will be restored. My wife and I usually use wifi and do not normally use this much data, but this is a special circumstance. We need to keep informed, and in touch with family. We are elderly, with health issues. We upgraded our service once and are almost out of data for a second time. Mint mobile has refused our request for additional data at no charge. Spectrum mobile and ****** are giving free data to its affected customers. Please help.

  Business Response

  Date: 10/09/2024

  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:10/04/2024

  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.

  After a 3-month trial period, my husband's and my mobile plan were up for auto renewal. I changed to a different plan for myself, but apparently (?) neglected to change my husbands. My husband's plan renewed at the old plan's rate and I received text notification. I never received notification of my own plan's renewal (nor of any payment failure). I called to ask if there was any way I could change my husband's unlimited plan to the 5GB plan I had selected for myself. The tech, who was very difficult to communicate with, seemed to understand the issue and said he could refund my husbands plan, and would charge him for the new 5GB plan. I approved. Since then, our accounts have been entirely screwed up. The accounting screen that I am able to access is a mess and is undecipherable. Tech support -- the only people you can actually get hold of -- really have no idea of the accounting process, and cannot fix anything. Everything must be referred through a ticket number to "engineers." Also, the tech support people do not patiently wait and listen to the entire problem; they are in such a hurry to move on. It is impossible to talk with anyone about your actual financial account. Multiple charges and refunds have been made to my checking account and it is impossible for me to figure out where I stand financially with this company. Transactions keep occurring. I don't want to spend any more money until I find out exactly where the money is going. Meanwhile, while my service has been reinstated, my husband's has not. This is going on 3 days now without service for one or both of us.

  Business Response

  Date: 10/09/2024

  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:10/04/2024

  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 affected by Hurricane ******, and we are having internet issues, very sporadic. I work from home & this is causing an issue. Since the entire area was affected finding another location to work is not an option. I called Mint Mobile today just to change my plan to unlimited for one month. I was told that cannot be done since I have a prepaid plan. My only option was to change my entire plan to unlimited which does note new until 7/25. This seems unprofessional and heartless, what happened to helping your customers get thru a major disaster.

  Business Response

  Date: 10/10/2024

  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: 10/10/2024

  I was contacted by ******* of Mint Mobile on Monday, 10/7 and was advised that they were working on a resolution, he called me back within 35 minutes and told me it had been escalated and he was waiting for a response.  I have not yet received a call back on a resolution its now 48 hrs later and I have been evacuated from my home and still not able to return. Therefore the need still exists.

  Business Response

  Date: 10/17/2024

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

• Initial Complaint

  Date:10/04/2024

  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'm a MintMobile customer for from Jan 2020 onwards. I'm subscribed to their 12-Month plan for unlimited calls with 5GB data. I paid $157.43 for 12-month plan on 05/29/24. Generally 5GB data reloads on every 30th of the month with the 5GB. Some reason i received a message on 9/29 9:42AM i received a text message from mintmobile that my data is reloaded. but same day at 11:08 AM received text message *************** Update. You have used 100% of your monthly 5GB of data. You will be getting a fresh tank on Sep 30, 2024. Reply UPDATA or log into our app to add more. " During this ~2hr we are home and using home wifi for any internet needs. I have phone cellular data usage is less than 20KB. After reaching customer service, they are asking me to pay extra to get 5GB data.

  Business Response

  Date: 10/10/2024

  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