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:10/04/2024

  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.

  Whenever I tried to use the Mint Mobile app on my phone, it did not work. I also attempted to log in on the Mint Mobile website to get the referral link, but I could not log in on my laptop due to system errors. A few hours ago, one of my family members joined Mint Mobile without using my referral link. Now, the app is working. I am very disappointed with the quality of the service. Since the issue stemmed from your faulty log-in system, I request the referral credits of $***** phone number is ************, and my family member's phone number is ************. You should be able to track my log-in activities and my family member's transfer.

  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

  Customer Answer

  Date: 10/10/2024

  First of all, mint mobile sent me an email regarding this issue on Oct. 10. 
  

  I copied the email from them below. 
  

  Hi, Byeongwon  In order for us to process your request, we need to confirm the main issue you wanted to resolve, regarding your BBB complaint, Kindly, please verify the issue to process your request. 
  

   

  I clearly explained the issue. I do not know exactly what they need to resolve the issue. So I replied to this email. See my email below. 
  

  Hi,
  
  I am writing to address an issue I encountered with your referral system. When I attempted to access the referral link on both your website and app, it did not work due to a server issue. I understand this problem was likely widespread, as it occurred on October 4. 
  
  As a result, my son transferred to your service without using the referral link. I would like to request the referral credit I should have received if the system had been functioning properly.
  
  I have already provided my phone number and my sons phone number, so you should be able to track the issue. I have already spent a significant amount of time dealing with this as well as another issue particularly during my transfer to Mint Mobile. You can also review the history of my Mint account to see what happened.
  
  Please issue the referral credits as soon as possible. If I am required to spend additional time resolving this matter, I will request extra compensation for the inconvenience. I suggest you check your system before asking me any further questions. 
  
  Best,
  
  Byeongwon

  Business Response

  Date: 10/17/2024

  Hello,
  In regards to this concern, we will follow up with the customer in 1-2 business days to provide the referral credits.
  Thank you, 
  Mint Mobile 

• Initial Complaint

  Date:10/03/2024

  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 tried several times calling Mint Mobile for this issue. I have an unlocked 256 *** storage iPhone XR, when I make calls my phone number and name are blocked, so I cannot make calls to numbers that dont accept blocked callers.I tried using *82 but the call does not go out at all, I had this issue escalated and it was said to be repaired but has not. When I first got this service the first year this issue was not there, it must have something to do with the Mint connection to T-Mobile towers.On my last phone call, the foreign Tech was quick to blame my iPhone, but that is not the problem. My first call regarding this was in 2023, nothing has been done to repair this issue. I need this problem fixed ASAP! Techs I spoke to do not understand me very well because they are overseas.

  Business Response

  Date: 10/10/2024

  Hello,
  In regards to this concern, we re reviewing this case 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

  Customer Answer

  Date: 10/10/2024

  Testing this, I have a landline that will not take unknown callers, since no ID is available from my MINT Mobile phone the call is rejected by saying; that the person you are calling does not accept calls from private numbers. When I call my mother, which she has ATT for a ************ provider, my call says unknown caller. I have called MINT Mobile many times about this problem, and each time they said we sent this issue to our higher tech team and the problem will be resolved, give us 48 hours. The problem was never solved.

  Business Response

  Date: 10/16/2024

  Hello,
  In regards to this concern, we have sent multiple emails to the customer. If they could please respond at the earliest convenience so we can assist.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 10/17/2024

  I have not received any emails, you can tell I want this resolved why the fast reply. Use email ********************** I have been waiting to read you are working on this problem or you have resolved this problem. I am unclear why you are contacting me and not your Tech repair department? Calling me I am not your employee or tech department! I made a phone call, my number is still unknown shows no caller ID, problem is NOT resolved.

  Business Response

  Date: 11/15/2024

  Hello,
  In regards to this concern, we have attempted multiple times to contact the customer at the email provided on the ******************** form with no reply (****************************).  Please note that we are only able to change the caller ID to show "Wireless Caller" and we cannot input any other names.  If the customer still requires assistance they can contact us at ***************.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 11/23/2024

  
  Better Business Bureau: I called Mint Mobile twice more happened to get someone with Knowledge and fixed the problem.
  
  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:10/03/2024

  Type:Billing 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 signed up for a Mint Mobile 15 GB plan for $20/month. When I paid for the annual service I was charge $266 instead of the $240 the plan should have cost. Even after I contacted them by phone and text, Mint Mobile could not provide a detailed bill or explain the additional charges other than generalizing it as taxes. However, the additional charges were higher than the state sells tax rate.

  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:10/03/2024

  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 order service with Mint Mobile but I did cancel my accout with the company due to bad service coverage in my area. I spoke with a supervisor who help me port my number out of the company and I paid for three months of service and was only with Mint Mobile for less then a day. The company is reusing to issues my refund for whatever reason I do not know. I contact my bad who was useless in their efforts to help me out. I have contact Mint Mobile of serveral occassions and I was promised a fill refund multipe times but have yet to reason it. I even called them to give me the three months of service but the denied that. I will go public against this company if that what it will take to reason my refund or my three months of service I paid for.

  Business Response

  Date: 10/11/2024

  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 customer’s account.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:10/02/2024

  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 contacted Mint mobile through their bot chat to collect a receipt oor invoice of the payments I've made (two so far). The first real-person agent said that they don't provide receipts or invoices. Then a second ******* a supervisor said the same. Don't I have the right to get a a receipt?, Aren't business obligated to provide receipts or invoices for the services they provide?My desired resolution is simple to receive invoices or receipts for the past and future (if any) payments I make to Mint Mobile.

  Business Response

  Date: 10/03/2024

  Hello,
  In regards to this concern, we do not have provide receipts or invoices, however active subscribers can access their account online to view "Transaction History" and click on the payment to see the details.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:10/02/2024

  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.

  I've been a Mint Mobile customer for approximately 5 years and 9 months, subscribed to a 15GB monthly pre-paid plan. However, the data caps have become increasingly problematic, significantly impacting my daily life. As a commuter relying on ****** Maps to navigate to school, exceeding the data limit renders the app unusable. Historically, I've encountered multiple data cap issues with Mint. Each time, I contacted customer support, and they claimed that the internet speed is merely slowed, not stopped. However, my experience contradicts this. Even simple websites like ****** search page fail to load at the slowed speed. Previously, representatives offered credits to boost my data speed, resolving the issue temporarily. Unfortunately, the last two incidents remained unresolved despite contacting customer support. Now, I'm eager to switch carriers, but I'm locked into a pre-paid annual contract. *********** cap policy has become a financial burden, as it effectively renders my internet inaccessible.

  Business Response

  Date: 10/07/2024

  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: 10/08/2024

  Still waiting for a refund for the second transaction

  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

  Customer Answer

  Date: 10/15/2024

  Still waiting for a second transaction refund 

  Business Response

  Date: 11/07/2024

  Hello,
  In regards to this matter, as of 11/7/24, we have followed up with the customer via email and waiting for their response.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 11/18/2024

  Waiting for a refund to be processed.

  Business Response

  Date: 11/25/2024

  Hello,
  In regards to this matter, we were awaiting confirmation from the customer regarding their ****** transaction and also applied a one time credit to the customer's ****************** account.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 12/02/2024

  
  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,
  
  Rachan Sailamai
  
   
  

• Initial Complaint

  Date:10/01/2024

  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.

  Paid in advance for a renewal of mint mobile annual contract on 9/6/24. Moved from the ********** area to **********. Service no longer available. Unable to use date where I am now living. Called Mint Mobile. Followed instructions to try and resolve issue, did not work. Requested a refund of unusable service, told I could not have it despite this being an issue with their service.

  Business Response

  Date: 10/03/2024

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

• Initial Complaint

  Date:09/29/2024

  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.

  The Mint Mobile company offers a tease offer to get customers of 15 dollars/month. I had to upgrade to more services and data at 108 dollars/three months. On call to their service to correct a small problem I completely lost service. After four days of contacting there service apparently offshore in the *********** I was given a run around. In this format i called to spoke to a representative was told a TICKET would be generated for technical service. While waiting for a return call I had to use another phone to regain service. While doing as instructed i must have missed the call back. This has continued to happen and my phone has been locked ever since. My phone cost ****** and has be completely disabled. I am still trying to resolve the issue. Today I called back and was told it was Sunday and ************* were not working. I find MINT to be a completely ilegitamate service and believe it should be subject to a Class Action Suit.

  Business Response

  Date: 10/03/2024

  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:09/29/2024

  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 contacted Mint to get a replacement sim card when my husband's phone was damaged. Mint stated they would call me back and didn't. The 2nd ***** I spoke with pulled up the wrong account to verify my information. The 3rd rep I spoke with realized the mistake and said they would review and call me back. I paid my renewal for 3 months and because they have yet to send me a sim card. My husband can't use his new phone. The customer service of this company is very disappointing.

  Business Response

  Date: 10/03/2024

  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: 10/04/2024

  
  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:09/28/2024

  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 Mint Mobile service when **** ******** owned it. I brought my own phone and it worked great. I loved the service. I renewed it and things were great even after it was announced it had a few lags but worked fine. My most recent renewal at the end of June happened around the Time Tmobile was to take full responsibility. At first it worked decent, but then after a month it started being slow on the internet a lot. So I called. Customer Servive in ***** stated that I needed a new phone. They said our website and even on our end it says the phone is compatible a ******* Galaxy S10E. But our technicians are working to update the website. They gave me a $10 credit. The only thing that changed was the new company. I had just renewed outside the refund window and unable to afford a new phone injured on workmans comp. Tmobile then allowed to buy US Cellular. Right when students returned to town, my service turned to unusable. I constantly lose reception in town and out of town. No bars and E instead of 4G. E never works for data. My texts constantly fail to send, not mms text only. I called about a week ago again they said I didnt need a new phone l, just to reset my network connections which deleted wifi passwords etc and ended the call. That worked about one day. Now I constantly have to turn on and off airplane mode to get data to work that works about 25% of the time. I usually just turn my phone off in frustration. I want the ********************** that I paid for and have paid for in the past. I want US based customer service that has accountability and work near the community it provides service to. If Tmobile cannot provide the service it advertises it should not be allowed to purchase other phone companies like ***********. My phone works mechanically fine. It is deception to say a new device is required and if indeed they changed frequency as I was told. Thats a choice they made that costs me more than advertised. Prove it to me with a new free phone.

  Business Response

  Date: 10/04/2024

  Hello,
  In regards to this concern, we will attempt 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: 10/09/2024

  I was emailed by a *** from **** who said they read a note from another *** in ***** who said I need a new phone because it is not compatible.  Mints website shows that is false and that my phone is compatible.  Nobody has ever inspected my phone.  When I asked via email how they can say that when my phone is modern 4G LTE and 5G compatible a ******* Galaxy S10E that would work literally with any phone company and their own database shows it is compatible I recieved no response to that question.  I have contacted an attorney. 

  Business Response

  Date: 10/16/2024

  Hello,
  In regards to this concern, when entering the device IMEI on the device compatibility checker (********************************************), the device is missing 4G LTE bands 12 and 71.  Bands required are: 2, 4, 5, 12.  Please note that some phones may be "compatible" with Mint but may not support all bands required to get the best signal in their area.

  Thank you,
  Mint Mobile