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:09/10/2024

  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 called today (9/10/2024) to request a refund of $15.28 in the Wallet in my Mint Mobile account (Tel: ************). The 1st representative said it was refundable and sent a request for me. Yet, I got a text message minutes later to inform me that the refund request was invalid "due to the transaction being outside of our refund policy". I called again to know why but the 2nd representative told me just as text message mentioned. I loaded my money for future use in November 2023. Now, I decided to leave Mint Mobile after my 12 months plan ends in late September 2024 due the changes of their international Roaming policies last year. I wonder why I can NOT get my money back.

  Business Response

  Date: 09/17/2024

  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: 09/17/2024

  
  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:09/10/2024

  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.

  June 15 2023 Purchased Mint Mobile plan with advertised hotspot data. ************ was deducted from Phone usage.

  Business Response

  Date: 09/11/2024

  Hello,
  In regards to this concern, per our FAQs referenced here for Mobile Hotspot:  ***************************************************************************

  All plans include the Mobile Hotspot feature at no extra charge. The data you use just pulls from your monthly 5G 4G LTE amount. All you need is a hotspot-capable phone. Reminder: Mobile hotspot is limited to 10GB for Unlimited Plans.

  Thank you,
  Mint Mobile

• Initial Complaint

  Date:09/10/2024

  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 phone and plan paying for overnight shipping. After waiting 3 days for them to ship they gave me a tracking number but fed ex never received the package. I called mint mobile and was told I would receive the package in 6+ days after paying for over night, *** told them to cancel the order and refund e my money, which I said they would so but a few days later I get an email stating it had been shipped, so I called mint mobile again and they told me a refund was processing and I would get it in a week or so. I called a 3rd time after the week asking about the refund and was told it was being processed, I asked what to do with the phone when it arrived since they shipped it and they said to call fed ex and tell them to return the package, so I called fed ex and was told that mint mobile needed to call fed ex, so i called them a 3rd time and they said to refuse the package when it arrived, I was not home when it arrived so I took it to the fed ex and refused the package returning it to fed ex. Still no refund so I called a 4th time and this time was told there was no refund request after the previous 3 **** told me it was in process. If mint mobile recrds their calls they can listen to the **** telling me the refund was in process whih apparently was a lie.

  Business Response

  Date: 09/13/2024

  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:09/09/2024

  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.

  July 24 I called Mint Mobile, I ordered a new phone & service costing $180.00 Received it approx 2 weeks later.I called to activate the *** card. I could not get the code to work. Others helped me try to put code in. It never accepted the code. I tried 135 attempts. never worked. I called for a refund. I sent the phone back to them. They ended up returning the same phone to me. I took the phone to 2 specialists to unlock the ************ could not unlock it. I called Mint Mobile again, again they tell me to take it to a phone specialist to unlock the phone. I Asked for a refund again. due to I never received the refund the 1st time I requested it. I have already gone to 2 specialists to unlock without success I am wanting a full refund & for them to send me a return postage label to send the phone back. the specialist were kind enough not to charge me because they did not succeed on unlocking the phone.

  Business Response

  Date: 09/13/2024

  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

  the response that mint ***** gave claiming that
              they kept trying to reach out to me is totally false. that never ever happened.
              In fact after they made the outrageous mistake of sending me back the 
             same defective phone that I sent them. when I called to ask about the 
           messed up situation the customer service representative tried to tell me that I         I was not able to receive a refund unless, I took the phone to a professional to
       have the issue fixed. which was the most absurd thing I ever heard in life. 
       considering that I took the phone to  two cell phone repairmen and neither was
       successful at fixing the defective phone sold to me by mint mobile and their 
      partner the ***** phone company.  So I would greatly appreciate if you can refile 
      my complaint please please and thank you.

  Business Response

  Date: 10/14/2024

  Hello,
  In regards to this concern, we had attempted to contact the customer via the email at
  **************************************. We will attempt to reach out again.  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: 12/02/2024

  In regards to the mint mobile response, there was and email sent about 3-4 weeks ago from a Mr. ******* simply asking me to call
  to see if a resolution can be made however, when I attempted to do so I was met, with so many obstacles; they routed me to at least, 3 different extensions
  with the 3rd. number I was routed  to claiming  that they weren't even part of mint mobile but, a whole different company.  Therefore, I would like to request that you
  please reach out them one more time. Because, this should not take six months to resolve.   please and thank you 

  Business Response

  Date: 12/06/2024

  Hello,
  In regards to this matter, 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: 12/17/2024

  Below is the message I received from mint mobile back in October, this is the only message I ever received
  
  Hi ******,
  
  We hope this message finds you well. We are reaching out to inform you that, upon reviewing the **** number of the device you have received, it appears that the replacement device did not originate from us.
  
  We understand that this may be concerning, and we want to assure you that we are here to assist you in resolving any issues that may arise from this situation. Please double-check your device **** and provide us the **** 1 and **** 2 so we can further investigate it. 
  
  Please reply to this email and have your line available so we can assist you further. 
  
  If you have any concerns or need any further assistance, don't hesitate to contact us through our ********* services for a prompt response. Thanks.
  
  
  Regards,
  ******* *.
  Customer Resource Specialists 
  
  Sincerely
  Ms. ****** **********

  Business Response

  Date: 12/18/2024

  Hello,
  While the device was returned to the customer due to a screen lock code that needs the user to remove it, we will proceed with processing a full refund for the order.  It will take up to ************************************************* the customer's account.  Additionally a return label will be provided so the customer can return the device if she chooses.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

• Initial Complaint

  Date:09/08/2024

  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.

  I paid Mint Mobile for an entire year of mobile network service (I believe a total $240) in November 2023. In late August 2024, the eSim stopped working, and I have no phone service (text/calling). I contacted Mint on three occasions over the first week of September 2024. The first time, the Mint representative told me they would escalate the matter and that I could expect a call in less than 8 hours; that call never came, so two days later I tried contacting Mint again. The second time, another Mint representative falsely told me there was an outage in *******, **; after four more days, I tried contacting Mint again (September 8). This time, the Mint representative falsely told me my phone was locked (i.e. that it could only be serviced by one specific carrier) and therefore the issue was not Mint's problem. She then transferred me to ******** the representative of which immediately told me what I already knew, that my phone was not locked.I am on day 11 without a phone, and Mint has made zero good-faith efforts to restore service, which leads me to believe Mint does not have the technical know-how or competence to solve this case. Therefore, Mint owes me a refund

  Business Response

  Date: 09/13/2024

  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:09/07/2024

  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 renewed my phone plan on Sep 6 around 9am on Mint App, but I cannot use their service and all the technicians cannot help solve the problem but to ask me to change a new device. I tried to request a refund through the website, but no response. This morning I called again, the service employee told they cannot give me any refund since it was a manual payment. That is absurd policy.

  Business Response

  Date: 09/13/2024

  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:09/06/2024

  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.

  Purchased a 3month sim card plan with promotion of second 3month sim card free plus a share with friend one week sim trial card. The first 3mth sim worked. However the second 3month sim is invalid and they refuse to replace or refund. Even though it was "free" I still paid taxes and fees for a service I didn't receive! The sim card says on it to activate by 2026!

  Business Response

  Date: 09/11/2024

  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: 09/11/2024

  
  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,
  
  Heather E
  

  They have applied the 3months of service previously paid for to my existing SIM card. Thank you very much for your assistance with this matter. 
   

  
  

• Initial Complaint

  Date:09/06/2024

  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.

  Last Nov purchase a Cell plan for 12 months at $180. About 2 months ago started having problems with my data ( plan comes with 5 GB of data I use around 1 GB) the thing is I'm usually connected to WIFI lately I have been out on the road. Needing that data, and have no data but 4 or 5 bars showing on my phone. So I have a signal but no 5G. The Tech support I have call a number of times. They run me through this reset and restart. On my side and they do the same on their side. Sometimes it last for all day but usually less than an hour. The last week and a half I'm now having issues with my calls and data too. I could not make calls or text, forget data. I got so mad I cancelled the phone insurance last month.

  Business Response

  Date: 09/12/2024

  Hello,
  In regards to this concern, we have confirmed that the customer is currently utilizing data as part of their service plan.  While we have attempted to troubleshoot with the customer, please note that per the Terms and Conditions Section 6 regarding Service Availability (*****************************************************************):

  Service Availability. Coverage maps only approximate our anticipated wireless coverage area outdoors; actual Service area, coverage and quality may vary and change without notice depending on a variety of factors including network capacity, terrain and weather. Outages and interruptions in Service may occur, and speed of Service varies. You agree we are not liable for problems relating to Service availability or quality.

  Thank you,
  Mint Mobile

  Customer Answer

  Date: 09/12/2024

  I have on multiple occasions tried to get ********** to fix this problem. I'm 61 years old and if something were to happen to me or if my autistic grown son had a problem, then I really must be able to recieve calls and make calls. Mints "fixes" last any where from 5 ****** several hours. This is not acceptable. Two months ago something anything now No way! Only reason that I said anything was so BBB can keep an eye  on them if this is a one person problem great, if not they need to fix it.  I'm waiting on Criket moble to send me a SIM card for my phone. Again have my son to think of.  Mint has not been reliable, and at one point said it could be their SIM card. Since I have already paid for the full year I'll lose that 30 and whatever the last two months were. But right now Ive ,only had two turn my phone on and off and reset moble networks two three times in this last week. oh and call my coworkers once in while to make sure I'm still have a phone.

  Business Response

  Date: 09/18/2024

  Hello,
  In regards to this concern, we have confirmed that the customer has ported out as of 9/16/24.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:09/04/2024

  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.

  Order number MT5706295 Refund number refund-****** Worst experience ever, I bought the family plan for 2 SIM cards, and waited for a week and haven't got the order delivered. After calling the customer care they figured out the reason of delay and fixed it. However they made me order another 2 SIM cards and said they would refund the old ones. And ironically, both orders got delivered and they won't refund my first purchase. It's been more than 15 days, and they didn't even confirm the refund yet. And every time I call they just hang up. So don't trust their 7 day free refund bullsh*t.

  Business Response

  Date: 09/09/2024

  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:09/03/2024

  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 2 mobile numbers I pay for. I pay ***** per month each in advance for 3 months of service. I was billed 4 times in June and overpaid 2 extra payments. When it happened it was explained my card on file was autopay in the app and it did not account for my payment on the the automated phone. I was told this was going to be corrected. I have not been reimbursed nor credited to my account. I called today again and spoke with a supervisor *** and I was told nothing he could do. I asked for either a refund or credit to my next month bill. It is clear something strange happened to my account as my contact is with two numbers and billed 4 times and paid over double the amount I was supposed to .

  Business Response

  Date: 09/09/2024

  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