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:08/31/2024

  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.

  mint refused to unlock my phone and I can't use another carrier.I've been contacting them since last may 2024 the phone number connected to my mint account is ********** I purchased the phone as unlocked phone

  Business Response

  Date: 09/05/2024

  Hello,
  In regards to this concern, we have confirmed that the customer's device is unlocked.  For future assistance please contact us through live chat at mintmobile.com or by calling our customer support number ************. We are available 7 days a week from 5 am to 7 pm PST.
  
  
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:08/31/2024

  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.

  Mint mobile unreasonably refused to refund the remaining value of the 12-month plan that I purchased. I purchased the 12-month plan in the amount of $265.78.Shortly after buying this 12-month plan I switched my carrier and pull out of my number due to Mint Mobiles poor signals. However, mint mobile representative declined my request to get a refund on the remaining value. This is ridiculous! I need a refund via ACH transfer to my bank account ASAP!

  Business Response

  Date: 09/06/2024

  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:08/31/2024

  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 made the decision to switch to Mint Mobile back in July, ahead of a trip to ******** in August. I made the switch because they claimed to have free roaming in ******. I arrived in ******** on Wednesday, August 28th. My talk and text worked just fine, but I had no roaming data for internet access. I went without it for the first couple of days but contacted customer support on the evening of August 30th to try to repair it. During one of the troubleshooting steps, they accidentally instructed me to do something that also deactivated my talk and text. It's been 24 hours of getting the run around from their customer support, being told to check back in one hour, four hours, eight hours, etc. I'm now being told by customer support there is nothing more they can do to help me, leaving me stranded in a foreign country with no phone, text, or mobile data.

  Business Response

  Date: 09/05/2024

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

  Customer Answer

  Date: 09/05/2024

  I signed up for Mint Mobile exclusively for their offer of free roaming in ******. At no point during my trip there did it function correctly. I had to waste over a day of my trip trying to repair the roaming services. Not only did their troubleshooting steps actively make the problem worse by shutting off my phone service (greatly hindering my ability to even receive tech support), but eventually we were told by a technician that they'd "call us back," and they never did.

  I no longer need a repair since I'm no longer in ******, but their claim of free roaming in ****** simply isn't true right now. Given that this is the whole reason I signed up with Mint, and that their service quality was so poor it nearly ruined my vacation, I'd appreciate a refund.

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

  Customer Answer

  Date: 09/12/2024

  
  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:08/31/2024

  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.

  Sunday 25th 2024 i contacted mint mobile to have my phone number ported over to my new tmobile account pin witch they said nit would be no issue at all to complete. that's when the games begun. they put me on hold several times and then said they would call me back once they could provide me the info requested. in order to port my number over they needed a account t pin and account number. repatedly claimed i would receive a call back within 4-6 hours. 48 hours later i finally received a call on the 27th and once again they informed me they would provide the information but i had to wait another 4-6 hours. i stated that they had not followed through on the time line they claimed more than once, and received the same result. no information was given until the following day, after nearly 4 hours on the phone i was given what i assumed was the correct information. i triple checked the information provided was correct and attempted to port the device over and *********************** said they were unsuccessful because they were not provided the correct account number or pin. i have made several attempts to gain access to a supervisor with no success. the morning of the 31st of July they called me at 7:04 am pacific time to inform me that my request to update my device on the account was denied because they couldn't authenticate me, witch was a joke because they never even tried to authenticate me at any point, and could provide me no further assistance. The phone number is attached to my legacy iCloud account and i cant access any apps without it, no banks social media, mail, or many other essential apps we use on a daily basis. I'm truly at a loss due to their inability to perform the tasks they regularly perform in their industry. i need help getting my life back! i live in ********* ca not far from ********** where the headquarters is located. I'm preparing to make make a in person visit because i need somebody to perform the simple task of providing the correct information.

  Business Response

  Date: 09/05/2024

  Hello,
  There is no action for us to take in this matter as the customer has already ported out.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:08/31/2024

  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.

  Lost my phone and, since I have 2fA enabled on my Mint account, Im unable to access it to request a new simcard for the replacement phone when it arrives tomorrow. Called Mint yesterday from my ****** voice line at about 6:10pm and spoke to someone who said their name was ****. I advised that I was trying to get a new simcard mailed but couldnt access my account due to not having access to the ****** authenticator app and wanted her to set up one to be sent to me.**** claimed she could turn 2FA off on the account but it would take up to ************************************************************************************ being skeptical about promises made by CSRs since many seem to literally make stuff up to get you off the phone these days, I asked her what to do if it still doesnt work and she ASSURED me that the 2FA would be off within 24hrs. Guess what? Its been 27hrs and 2FA IS STILL ON THE ACCOUNT AND ITS INACCESSABLE AND I HAVE NO NEW GDAMN SIMCARD COMING EITHER.So, I wasted 16 minutes of my life for some lady to just lie to me?Im switching providers as soon as my 3 months is over. DO NOT LIE TO CUSTOMERS.

  Business Response

  Date: 09/05/2024

  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:08/30/2024

  Type:Order 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.

  T-Mobile has been slowing down my data the past 3 days when I have paid for unlimited data which means there is no amount of specified data. When they do this, they are ripping customers off and is also doing false advertising. I want them to reimburse me for services I have paid for and cannot use. Then they send a lot of texts trying to get you to make an early payment; customers should be able to pay on their due dates.Secondly, I enrolled with this company on the 6th of the month which should be my due date every month. Now my due date is the 1st of the month. How did they cut the due date back 5 days? A basic answer is that they are ripping customers off. I can gladly take my service elsewhere.

  Business Response

  Date: 09/16/2024

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

  Customer Answer

  Date: 09/18/2024

  
  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:08/29/2024

  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.

  This is a SIM card problem. I bought my SIM card from Mint Mobile during April and I activated my SIM card 52 Days ago. 2 Days ago I found out that someone is sharing my phone number. I have been receiving calls from this person's friends and she has been receiving messages from my friends that was suppose to be sent to me; where as I did not receive those messages.There are two problems:1. This person could receive verification codes that was meant for me and log into my accounts 2. Once she logs into my accounts, she could see my private information which includes addresses or credit card information.This has made me feel extremely insecure and has caused hardships and inconveniences for my life since I am a *************** student that has just arrived on campus and now I do not have a phone number.I called the mint mobile customer service on August 28th. The staff told me that this could happen again. They provided me with two solutions: 1. send me a new phone number 2. give me a refund I chose to get a refund because I do not trust them anymore. However, they replied me with an email today saying they cannot give me a refund because I have passed the refund period which is 45 days after sim card activation. But it was impossible for me to request for a refund because I only found out about this two days ago.My only request is getting a full refund of $266.22. Can you please help me resolve that? Thank you very much.

  Business Response

  Date: 09/04/2024

  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:08/29/2024

  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.

  Another bait and switch victim here Guaranteed $15 mo unlimited data.I have 5gb per mo.Both customer service and A supervisor said nothing can be done Too bad.I'm so disgusted I have no Internet on my phone I got message that I used up all of ******* I used none.Impossible to communicate with **************** foreigners With heavy accents.So angry.

  Business Response

  Date: 09/05/2024

  Hello,
  In regards to this concern, we have confirmed that the customer was on a trial plan.  
  

  Per our Terms and Conditions (*****************************************************************) under TRIAL PLAN TERMS & CONDITIONS:  Each Trial Plan includes Mint Mobile service with up to 250 *** messages, 250 voice minutes, and 250 MB of 5G and/or 4G ********* 5G and/or 4G LTE access requires a capable device and SIM or eSIM within an appropriate coverage area. Actual availability, speed, and coverage may vary. Your Trial Plan may be deactivated on the earlier of your consumption of all the *** messages, voice minutes, and data available through your trial, but in no event will the trial last longer than seven days.  After your initial Trial Plan, you may choose to purchase an additional Trial Plan for $5.00 at participating third-party distributors. For Trial Plans that were purchased for $5.00, at any time during your trial, you may either: (i) convert to a full Mint Mobile Service plan; or (ii) request a full $5.00 refund from ************************************************************* by calling a ************* Care agent at *************.

  Additionally the $15 promotion is only available to be purchased on mintmobile.com (****************************************************************).  For any inconvenience, we have provided the customer with a one time courtesy credit.

  Thank you,
  Mint Mobile

  Customer Answer

  Date: 09/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be barely satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint really NOT resolved.

  But, as usual, consumers are choiceless.
  
  Disgusted,
  
  ***************************
  
   

  
  

• Initial Complaint

  Date:08/28/2024

  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 had an active Mint mobile sim and a valid recharge for 12 months. My plan was expected to expire on 11/14/2024.I called the Mint mobile customer care on June 25, 2024 and asked them to temporarily suspend my account for two months as I am going abroad and will not be using the services. The customer care representative confirmed me that it is possible, and these two months will be further added to my plan.Now, when I arrived U.S. on June ************************************************************** to contact them over call because it cannot be done on chat.Next day, I contacted them by phone and they are not able to verify my account and not able to provide my account and its remaining balance back.I contacted Mint mobile chat, called their customer care number and also contacted their engineering department but nothing worked till now.I request Mint mobile to provide me the same number back with the remaining credits that would be extending my current plan till 01/14/2025. Please use my email address as primary mode of information as I don't have access to my cell phone number.Regards, ************************* Email: ************************ Ph:***************

  Business Response

  Date: 09/03/2024

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

• Initial Complaint

  Date:08/28/2024

  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 was sent a label to return my phone and the sim card i paid for separately i got an email saying you should expect a refund of $59 but i paid over 153 for the phone and for the sim card i sent a email no response where is my refund and why is it going to be 59 not 153 + the cost of the sim card?see attached information

  Business Response

  Date: 09/04/2024

  Hello,
  In regards to this concern, we have confirmed that a refund for $153.35 was issued on July 16, 2024.
  Thank you,
  Mint Mobile