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:09/18/2024

  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 am an existing Mint Mobile customer with annual renewable service agreement very satisfied with their cellular service.However, I am totally dissatisfied with purchasing (July 13, 2024, order number MT5425972) a new cellphone ******** A15 5G) from them and their inability to "unlock" the phone, provide any exchange or refund. The situation is so bad that I was forced to file a *** complaint (number *******) to which they are supposed to respond to the *** and myself. I have never received any communication from Mint Mobile.I have documentation which has been provided to Mint Mobile and the *** detailing many online chat session content and screen captures of the ******* A15 5G cellphone I received showing that it is NOT unlocked. This cellphone works with a Mint Mobile SIM card in either SIM card slots 1 or 2. It does NOT recognize a Red Pocket SIM card in either SIM card slots 1 or 2. If the phone was unlocked successfully by Mint Mobile, both SIM cards would work in the cellphone.Mint Mobile has sent me a text message that the cellphone is unlocked and the same information in their reply to the ***. However, my screen captures and results show otherwise.Using Mint Mobile's online Return / Refund form, I requested that the cellphone be exchanged and received no reply.Using Mint Mobile's online Return / Refund form, I requested a refund and received no reply.On September 1, 2024, I purchased a new "unlocked" ******* A15 5G cellphone from BEST BUY which works with no SIM card errors with the Mint Mobile and Red Pocket SIM cards installed.Unlike Mint Mobile's reply to the ***, I do not consider this matter closed!

  Business Response

  Date: 09/19/2024

  Hello,
  In regards to this concern, we have confirmed that the device has been unlocked however the customer may need to connect to an active Wi-Fi network to complete the process and update the software.
  Thank you,
  Mint Mobile

  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.

  Finally someone did something on Mint Mobile end which work!  I re-installed both the Mint Mobile and Red Pocket SIM cards into the ******* A15 5G cellphone purchased from Mint Mobile.  Upon powering on, before any software update, there were no more SIM card error messages and a friend was able to send me text messages to both phone numbers.  Finally the cellphone was unlocked.  I then applied "this week's" software update.  While I never got the cellphone exchanged or refunded in any timely manner, I will live with keeping this phone and help a friend join Mint Mobile to obtain a SIM card and use the original cellphone purchased from Mint Mobile.  Personally I will never purchase another cellphone from Mint Mobile based on this experience.  I received the cellphone on July 17th and have waited until today September 19th for the unlock process to work which is rather poor customer service for a cellphone purchase.  Otherwise Mint Mobile has been excellent.  I will advise the *** of this status regarding the complaint I have with them on file.  Thank you BBB for your help in this matter.
  
  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  Date:09/17/2024

  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.

  On 8.16.2024 I purchased a bundle plan through Mint Mobile. Within that transaction I also ordered a used phone. I recieved the phone and realized that the phone is somewhat defective. I am unable to use ****** maps, I am unable to open more than one tab at a time without it deleting everything from the previous tab. My phone is a touch screen yet it lags terribly. My fingerprint unlock doesn't work half of the time. There are so many issues. I called and spoke to someone on the Spetember 13th and was told by a representative that there was nothing that could be done because it was outside the 30 days. I realized that I still had 2 days but come to find out, the refund policy starts the day you ORDER the phone, not the day you recieve the phone. How can a refund policy start before you even have the phone in your hands? I ended up speaking to a supervisor(on recording) that said "No problem. Youre only one day past the refund policy." He took my information etc. Before we got off the phone I asked more than once if everything was good to go and if I can go a head and order my new phone? He said "Yes maam, everything is good to go." I asked one more time to make sure and he said yes and even gave me the website to order my new phone. After I got off the phone I went online to mint mobile and ordered a newer more expensive phone since I had trouble with a used phone. In total close to $900 for the phone and the bundle. Today 9.17.2024 I received an email stating the my refund request was denied. I again called and was told that a supervisor doesnt make those calls but rather only puts in a request even though he told me everything was handled. Now, I have 900$ to pay off plus the $300+ for this awful phone. I was told that I could refund my phone if I cancel service but I just took out a loan for my new phone. All I want to do is return the phone and keep the service.

  Business Response

  Date: 09/24/2024

  Hello,
  In regards to this concern, we have contacted the customer to get the device returned, once we receive the device then a refund will be provided to the customer.
  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:09/17/2024

  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.

  On 9/1/2024 I was charged $21 dollars by mint mobile. I went into my financial instution to get it resolved and they called Mint Mobile on my behalf. They spoke with a supervisor named ****** He confirmed the transaction was for someone else's account, but refused to refund my money unless I provided the account information of the fraudster which is of course impossible.

  Business Response

  Date: 09/23/2024

  Hello,
  In regards to this concern, we have contacted the customer for additional details so we can provide a resolution.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 09/23/2024

  
  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:09/16/2024

  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.

  Good afternoon, I have been trying to transfer my cell phone number to an other carrier for more than 2 weeks due to slow internet and bad reception. I find it impossible at this point since Mint Mobile is not cooperating in releasing my phone number neither to give a refund for my pre-payment.I would not recommend this company to anyone. No good service and also you cannot be free to go to an other carrier.

  Business Response

  Date: 09/23/2024

  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:09/13/2024

  Type:Delivery 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.

  Ordered a phone and service plan on 6 Sep 24 and still have not received my order. After numerous attempts to contact the company I finally got through and was told even though their website says it was shipped they are in fact out of stock. I was told that they may have a phone in 48 hours but they aren't sure so I should just wait. Their website STILL says my order was shipped. I want my order and maybe some credit for my inconvenience. At the very least they could refund the cost of shipping.

  Business Response

  Date: 09/18/2024

  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:09/13/2024

  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 8/23/24 I purchased a phone and a plan with order MT5768791, and immediately realized I put in the wrong credit card. I called customer service to change the credit card and they said it is better to place a new order and they would cancel the MT5768791 order with the wrong credit card, that cancellation was CRT-****** and the refund request was REFUND128975. Later that day, I received two shipping confirmations, one for the new order and one for the MT5768791. The shipping confirmation for the order MT5768791 was ************. I called again and was told it was a mistake and MT5768791 was not going to be shipped. The next day the two orders were in fact shipped, called again, and the *** asked me to refuse the delivery so it goes back to the shipper. I refused the delivery with ***** and ***** sent it back to the shipper with tracking ************ which was received by Mint on 8/29/24. In early September I called Mint again and they said the refund had been issued but they were going to resubmit it and I was going to receive email confirmation, but never got any. On 9/6/24 called again, refund was requested again, and 9/13/24 called again, and again they said the refund has been requested. I have spent over 6 hours of total time calling Mint, every time they are clueless of what is happening, and make assurances that it will never happen, no emails, no call backs. This feels like a fraudulent business and I am being scammed.

  Business Response

  Date: 09/20/2024

  Hello,
  In regards to this concern, we are currently reviewing the case and will work with the customer to resolve this matter. We will keep the customer updated until final resolution is found.
  Thank you,
  Mint Mobile 

  Customer Answer

  Date: 09/20/2024

  I have reached to Mint numerous times since, and after spending every time often an hour on the phone, their *** says they will call me back or email me, they never do. This response is the typical empty and false promises response from the business, in which they say they will reach out but don't. They have all the information in the message, they know the order, the cases opened, the tracking info, the number of times I have called and talked to them, they should have no issue with the refund. I have not received any calls or emails or any communication from **** regarding this refund. It is awful how this company does business. I do not accept this response as no refund has been issued.

  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

  As of 9/27/24, no refund has been received on my account.  They have been holding my funds since 8/23/2024 without any reason for it, and now they say an additional 7 to 10 days, that would be a total of six weeks . This is about the 6h time I hear from this company that they have "issued a refund". I will believe it when I see it reflected on my account. Based on my experience with this company, I cannot trust this response and I cannot accept it until the funds are in my account. They can reply again when they have confirmed the refunds have "actually" and "truthfully" been reflected. 

  Customer Answer

  Date: 11/01/2024

  I finally received a refund from ****. Thanks

• Initial Complaint

  Date:09/13/2024

  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 purchased a Mint Mobile plan on 9/11/24. I paid $45 for three months, and had a physical sim card shipped to me. I paid extra for overnight shipping $15. I never received it. The Fed ex driver didn't even try to find my home and left it at a different house on my street. Ok, that happens..I contacted the company with proof of failed delivery. After an hour trying to figure out support I finally got their 'bot'. It was absolutely horrible customer service, the chat lagged, it took forever to get an agent. Finally I got one and explained the situation, they denied the failed delivery. Then I demanded a refund. They elevated me to a supervisor who tried to convince me to keep the service. I refused. He kicked me out of the chat and with a link to their refund request form. In the form you are notified that you won't be refunded shipping and handling even if you had a failed delivery. I want a full refund for this entire purchase and I want people know that this company is a scam. They are overselling and vastly under delivering.

  Business Response

  Date: 09/16/2024

  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: 09/16/2024

  
  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:09/11/2024

  Type:Delivery 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 ordered a cell phone from Minto Mobile. The delivery date was today, 9/11, between 11am and 3pm. The package was supposed to be left at the front door, as I provided instructions. However, when I arrived home, a Fed Ex Express Door tag was left, please reference the attached pictures representing the front and back of the door tag. The back of the door tag stated its being held at ***************, which is here in ****************, such that its right up the street from where I live, walking distance. Upon arrival to ***** Office at ******************, I spoke with a red headed female clerk, whom took the FedExpress Tag and search for the item in back. She came back stating the package is not here. I communicated to here the door tag left by the delivery driver indicated its here and being held at 1pm. During this time, it was about 5:45pm.

  Business Response

  Date: 09/26/2024

  Hello,
  In regards to this concern, the ***** tracking shows that the package was delivered and signed for by the customer on 9/12/24.
  Thank you,
  ****************** 

• Initial Complaint

  Date:09/11/2024

  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.

  On 8/23 I bought a phone from Mint Mobile and a couple of days after receiving it decided to return it. I went on to the Mint Mobile website to print a return label and every time I tried to click onto the link to get the label I got an error message that stated that my email and/or my password was incorrect and I got locked out. I used the same email and password combination that I used to login. Confused, I called customer service to explain the situation only to get a confusing explanation about why I couldn't return the phone, or get a partial refund, and never got an explanation as to why I couldn't get into the link to print the return label. The customer service *** seemed evasive and reluctant to answer my questions. I just wanted to return the phone.

  Business Response

  Date: 09/17/2024

  Hello,
  In regards to this concern, we will contact the 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:09/11/2024

  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 wanted to switch 2 phone lines to Mint from our current phone plan. I also wanted to add a new, 3rd line for my child. I called Mint before purchasing and was directed to purchase the family BOGO offer. I was ensured by the Mint representative that it would be ok to activate two of the three lines that day, and activate the third in about a week when the actual phone arrived in the mail. I was also ensured that our situation (2 ported numbers, 1 brand new) would work for the family plan promotion, and that if any issues occurred, I would be granted a refund. When the phone for the 3rd line arrived, I attempted to activate it and was told that I could not, as it needed to be a ported number instead of a new number to work with the promotion. I tried every manner of roundabout to get it to work (number from ****** voice, text now) and couldnt get it to work. I eventually had to purchase a whole new plan for that third line. When I tried to get a refund for the additional taxes and fees I paid for a third line, I was jerked around by customer service and eventually told I cannot have a refund because they cannot refund a portion of the taxes and fees. The small print on their return/refund policy guarantees the return of all monies paid, including taxes and fees. I was fought over a measly 1/3 of my taxes and fees to be returned and eventually refused. I even said an account credit would be fine instead of a refund, as I planned to renew all 3 lines for 12 months after the initial 3-month period, but I was also refused that. I even tried MintMobileAlex on Reddit and got nowhere. Mint doesnt follow their own refund policy and will refuse to give you your money back. I wish I never switched cell providers. What a crock.

  Business Response

  Date: 09/12/2024

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