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:09/24/2024

  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.

  After puchasing an eSim for my iPhone and realizing that it is not compatible with the phone, I requested a refund through Mint Mobile. Refund was denied for not adhering to their policy that you have 7 days AFTER ACTIVATION to request a refund and 45 days if the eSIM was not activated. I requested the refund 15 days after the order.

  Business Response

  Date: 09/27/2024

  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:09/24/2024

  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.

  For years Mint Mobile offered an international roaming plan where customers prepaid for calls, messaging and data usage as needed. Funds for this program were added to an international roaming "wallet". **** discontinued the prepaid international roaming program and didn't offer customers the option of being refunded the unused portion of prepaid service. **************** has denied refunds and instead recommends using the unused funds on programs that don't interest me like advisors to help me learn how to use my cell phone. **** has refused to refund my $14.63 of unused international roaming I prepaid for.

  Business Response

  Date: 09/27/2024

  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: 09/27/2024

  
  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:09/23/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mint Mobile (********************************************************)I purchased a brand new cell phone ******* Pixel 8 Pro) thru MINT MOBILE, purchased date 08/22/2024 for the amount of $681.33.After I received cell phone I started having problems with the device, one day after receiving the device I contacted ********************** customer service, explain that the device was defective, the customer service representative advice me to contact ****** for the warranty, after many calls going back and forward with both MINT MOBILE and ******, the ****** representative advice me that they won't honor any warranty doe to the invoice provided by MINT MOBILE was invalid for not showing the **** number.Ever since I have call no less than 20 times MINT MOBILE requesting a valid invoice or a refund, I talked to 6 different supervisors and the all promise a refund only to find out this was declined the next day, they say is because the refund was requested 7 days after receiving the device, as much as I explain that I call and request the refund and a shipping label to send them back the device within the 7 days period, MINT MOBILE just keep giving me the way around, declining the refund and a valid invoice. I've been scam and now I'm stock with a defective device without warranty

  Business Response

  Date: 09/27/2024

  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:09/23/2024

  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.

  Description of the Issue:I purchased a 6-month paid-in-full plan with Mint Mobile, and I am currently in the fourth month of service.Since the beginning of my service, I have experienced extremely poor call quality, including issues where people cannot hear me on calls.The internet speeds have been unsatisfactory; despite being marketed as 5G, the service is slow and often unusable.Attempts to Resolve:I have contacted Mint Mobile multiple times regarding these issues. Each time, I was told that they would check my address and provide steps to improve my service.Despite following their instructions, there has been no improvement in the service quality.Current Status:My phone service is now effectively unusable. I am unable to make reliable calls or use data.When I requested to cancel my service and receive a refund due to these ongoing issues, my requests have been refused.Desired Resolution:I would like Mint Mobile to cancel my service and provide a full refund for the remaining months of my plan. I wish to switch to a different provider that can offer reliable service.I hope to resolve this issue amicably and quickly. Thank you for your assistance in addressing my complaint against Mint Mobile.

  Business Response

  Date: 09/27/2024

  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:09/22/2024

  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 paid for a three month service agreement with Mint mobile and after almost one month I decided their services was not working for me. I moved the cell number over to *******. After moving that number over to *** I contacted **** about giving me a new number on their services to continue *** the remainder of the two months of service that needed to be held. They declined to offer me a new number and they denied me a refund. Please help me. I'm being strong armed by large corporate. I need help. I would, at this point, prefer a refund of the 30 dollars they owe me. Help!! The attached images are from an email and a Mint mobile chat who said I would get a refund..

  Business Response

  Date: 09/23/2024

  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: 09/24/2024

  
  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:09/22/2024

  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.

  I signed up for a line of service with mint mobile. After charging me I received an Esim that would not work at all on my phone. After requesting another one I had the same issue. The customer service for this business is non existent. Every person I spoke to could barely hold a semi-intelligent conversation long enough to provide me with any kind of help. After going through 6 more esims and being sent to apple by mint, I finally decided to cancel the service. I asked for a refund, the last *** I spoke to told me I would get an email for proof of the refund. I got nothing but a headache from this whole experience.

  Business Response

  Date: 09/23/2024

  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: 09/24/2024

  
  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:09/20/2024

  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.

  Paid for 15gb plan called multiple times to get it fixed spoke to representative who said it was fixed and processed still not getting what I paid for. Breech of the contract I paid for by the company. They either fix it or I move on to court.

  Business Response

  Date: 09/24/2024

  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:09/20/2024

  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 inquired about setting up a Mint Mobile account which I DID NOT complete. While on the phone on 9-18-2024 with ***** in customer service we decided this service was not for me. They charged my credit card and I was advised by ***** my credit card would not be CHARGED. Then ***** advsied I would get a refund. When I called 9-20-2024 and spoke to ***** she could not comprehend English, could not find my account, said I she processed a refund but how can she if she does not find my account. I have spent over two hours trying to no avail to get anyone to help me. Beyond terrible service. No on helps and disputing with Amex. I just want my refund and this company to never contact me again.

  Business Response

  Date: 09/24/2024

  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: 09/24/2024

  
  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:09/18/2024

  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 originally got Mint Mobile end of July 2023 for my phone and signed up online. Then I called and found out that my phone is not compatible with their service which is why it wasn't working. I asked then for them to cancel my service since this is the phone I would be using. Since then there has been some sort of confusion with my phone number that I was supposed to have and the phone number on file that I never got to use. This was the first week of August 2023. Ever since then I have still been getting charged every three months for their services. I have called repeatedly every three months for this to be resolved, every time with a promise that it was. FINALLY, in the beginning of June I spoke to someone who promised me a FULL refund with the confirmation number below. I did not receive a full refund like I was told, but partial refunds. I called again, again with the same ************ I am, almost a year later and I am still getting charged for services I never received. With record of every time I have called. It is so hard to get a hold of anyone that can do anything already with Mint Mobile. I have probably spend up to 8 hours at this point calling back and forth on the phone just to get this resolved and I am at an impasse.

  Business Response

  Date: 09/19/2024

  Hello,
  In regards to this concern, we have confirmed that the customer had auto renewal enabled on the account.  We have also confirmed that the customer is currently working with our customer service team to disable the auto renewal on the account and process the refunds.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:09/18/2024

  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 paid $260.44 to Mint mobile, my mom surprised me a few days before the bill was due with a phone plan and phone, they were supposed to refund me my money and instead they are saying my bank won't let the refund go through, so they told me to file a dispute with chime, which I gave done twice now and I still have yet to see the $240.66. I am struggling to afford the basic nessecaties because they won't refund me my money like promised

  Business Response

  Date: 09/19/2024

  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: 09/19/2024

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