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:08/28/2024

  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 have a significant concern regarding my financial security with Mint Mobile. On Saturday, August 24, 2024, at 7:52 PM, I received an email from Mint Mobile stating, Its official: you can stop worrying about your phone. Initially, I was puzzled until I read the details: ****, youve purchased the Allstate Phone Protection Plan, which means you (and your phone) wont have to worry about accidental damage or mechanical breakdown ever again. Expect more emails with details about your protection plan. Heres to always having coverageand no longer needing to dunk your phone in rice. I NEVER AUTHORIZED THIS PURCHASE! Just two minutes later, at 7:54 PM, I received another email from Allstate Protection Plans, thanking me for purchasing a new Cell Phone protection plan. THEY CHARGED ME $79!!!! I NEVER APPROVED THIS TRANSACTION AND NEVER GAVE MINT MOBILE PERMISSION TO SHARE MY FINANCIAL INFORMATION WITH ALLSTATE!!! I promptly reached out to Mint Mobile support, but it was an unproductive experience. They refused to address the issue, insisting that I must have authorized the purchase! I NEVER DID! I NEVER USE YOUR APP! You have violated your own privacy policy by collecting and sharing my personal information! I had to contact Allstate Protection Plans directly to cancel the plan I never signed up for, and I am now awaiting a full refund. I sincerely hope I receive this money back! The fact that your customer support shifted all the blame onto me without offering a solution is a complete failure of your companys customer service. I was a Verizon customer for over 15 years before switching to Mint Mobile, and I NEVER HAD ANY CONCERNS ABOUT MY INFORMATION BEING SHARED WITHOUT MY CONSENT! Not once in 15 years! I have been a Mint customer for less than a year and no longer feel that my information is secure. I intend to share this experience online and consult my attorney to determine if you have violated your own policy.You definitely broke my trust in you.

  Business Response

  Date: 08/29/2024

  Hello,
  In regards to this concern, this has been escalated to our VIP team who are working with the customer on processing a full refund along with a one time courtesy credit and investigating the matter.
  Thank you,
  Mint Mobile

• 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.

  HI on August 20 I called Mint mobile advised we lost our phone at the airport. Before this happened I updated the email address in Mint mobile to my email address. The one we had on file is not active right now . WE can't even authorize the email address. Because the code is being sent to the phone that we lost. I purchased another phone via Mint Mobile (*****+) . Called Mint again they said can't activate sent me an email sim ..email sim didnt work. called Mint Mobile . they said oh yes understand issue we will get your email verified. and they advised me to purchase a new sim because the Mint Mobile phone wasn't compatible with esim. It is all confusing . I have called at least 8 times and been on live chat to activate the new phone with sim They tell me I am all set the email is verified. Therefore phone should be unlocked. it is still locked.. I have paid over $288.00 this month for services and I cant even use. I am quite disappointed. I have verified my information to them every call. And I am still not able to use the phone. Please advise what I can do .. I am very disappointed. I jsut want the phone to be active ..

  Business Response

  Date: 08/29/2024

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

• Initial Complaint

  Date:08/28/2024

  Type: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 August 10, 2024 I ordered the Mint 3 months, for $45. They had a special, buy one plan get one plan free.I paid $62.10 for the special. I then bought a new phone.When the sim cards came I tried to activate my new phone on August 16, 2024.At that time I was told because I was not transferring an old number to Mint Mobile, i did not qualify for the special and They asked did I want a refund. They sent me an email, enclosed, asking if I wanted a full refund. I replied to that email on the same day, 8/16/2024, and told them I wanted a refund.I never heard anything back from them.I tried emailing without any response. I tried calling and was told they would call me back. I never received a call back.A company this big treating customers like this?I keep seeing these commercials on how great Mint Mobile **************** is but I've had the absolute worse customer service experience EVER with this company. You can truly tell how great a company's customer service is by how they deal with complaints. I just want my money back for services I never received and they treat me like I'm bothering them....

  Business Response

  Date: 08/29/2024

  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: 08/29/2024

  
  Better Business Bureau:

  On August 16th I was told I would get a refund in 7 to 10 business days...Now I have to wait another 10 business days? 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:08/28/2024

  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 was reviewing my bank statement for Mint Mobile for $201.52 on 8/14/2024. I don't have or use Mint Mobile. I called the company and after several attempts spoke with a representative and gave her the reference number that was on my bank statement ***************************. She took my information and said she was going to escalate it to a supervisor and I would get a return call by 7:00 pm that never happened. I called a second time and after multiple attempts was connected to a live agent I explained the entire situation to her as well and provided her the reference number and was given the run around and told she would escalate and have a supervisor call me for a refund and of course this did not happen. I am tired of the poor customer service of this company you have to run through hoops to talk to a live agent. I think they purposely run their business like that so they can't be held accountable for anything and they surely do not provide refunds to someone who is not a customer of theirs. My next step is to report this to the fraud department of my credit card company. I would appreciate your assistance in resolving this matter

  Business Response

  Date: 08/30/2024

  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: 08/30/2024

  I spoke with a representative from Mint Mobile  on August 29th.  She told me that they would investigated the matter and have a resolution for me by August 30th.  She was to call me by 3:00pm PST.  That return call has yet to occur.

  Mint mobile never reached out via email and the first time they reached out was August 29th after receiving notification from the BBB and I promptly answered the phone and explained the situation.  So for them to say they made multiple attempts to reach me is false information.

  Business Response

  Date: 09/06/2024

  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: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.

  Dear *** and madam 1.I was swindled by mint company customer service on August ******* phone is **********, and the mint company customer service number is ********** ,I would like to transfer out mint for a lower mobile fee ,and Mint customer service told me give me a discount without changing my plan , 2.so I agreed,at last the call I have made sure if he changed my plan or not.he told me no changed,so I agreed to pay the total $125.91 for one years fee .when I paid I found my plan becoming 5G a month without my primer plan which 15G each month , 3.so their companys customer service cheated me ,this was a ******* I thought. 4.And I had communicated with the mint company for more than *************************************************** waited all the time until today,they told me their was just misunderstanding ,they said had given me 4 months discount total $60 ,but they changed my primer plan ,I made sure again and again if they changed it or not ,I was told no changed in the phone-call on August 13th,if I knew they changed my plan I wouldnt agree to pay it .so I need mint company apology and changed my primer plan back and made up my loss . Thank your promptly reply Best Rgs Yours *******

  Business Response

  Date: 08/30/2024

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

• Initial Complaint

  Date:08/27/2024

  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.

  On 8/25/24 I ordered a phone and 1 year service from Mint. I paid through Affirm $281 and set up a payment agreement. On 8/26/24 I was sent an email from Mint saying they had refunded my order without explanation. When I "chatted" with them they initially said they were unable to locate my order. Then upon review they said it was cancelled because it was out of stock (blatant lie). I called Mint and they told me they could not locate my order through my email or order number, even though I could see it when I put in the numbers on their website. I am out of a credit check and a phone, and now I have to resolve the issue with Affirm. Mint refused to even say they could find my order or email. I have emails from them and screen shots of my ability to find the order on their website while I was on the phone with them.

  Business Response

  Date: 08/30/2024

  Hello,
  In regards to this concern, we were able to locate your order and confirmed that it was cancelled due to insufficient inventory so the order will not be fulfilled.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:08/27/2024

  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 was left completely stranded today without a car, and no phone service and no internet. I explained my situation to the phone attendant and he went ahead and disconnected my eSIM and I was stranded. I had to walk an hour to cricket just to get my phone on Wi-Fi and service turned back on. I will never again trust Mint as my carrier. I paid $45 for 3 months of ************* plus $20 for unlimited data. From the time I purchased the service, I have not received a single phone call. People have to call me 3 times in a row in order to get through and make my phone ring. I receive missed call notices, only. The first and second time my phone rings, callers are sent straight to my voicemail. I have missed so many business calls and lost out on so much work due to transferring my phone line to this carrier. I called 3 times the past week and all 3 solutions I was given were attempted, and not of them has solved the problem. I want all my money back plus damages. I will be transferring to a new carrier and I need my refund so I can do so. And I need Mint to promise they will never again cancel my eSIM leaving me stranded as they did today. Their carrier issues and faulty solutions cant be my problem.

  Business Response

  Date: 08/30/2024

  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: 08/30/2024

  
  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.
  
  I would like to add, that aside from the one attendant who disconnected my eSIM, leaving me stranded, and aside from the glitches I experienced using MINT, I truly appreciate the businesses response to my email from ***, agreeing to reimburse me my costs, and treating me respectfully as a consumer. I was very excited to be a MINT user, all other operadores were wonderful and a pleasure to deal with, and their answering services are great! All good things to say about MINT.

  
  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  Date:08/26/2024

  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.

  Today: 8-26. I have been trying to get ANY help for an error that was made by other tech on 8-24. I called this morning to finish installation. I followed techs instructions. My phone has not worked all day. I cannot call out. Anybody worried about me cant call me. I have been attempting all day to get help. My phone is half finished. I am also 65 years old living by myself. Worst part; when I would finally get a live chat person, if they couldnt help they cut me off. Multiple times. THEN, my text werent allowed to chat. I begged. They kept avoiding me. Then, when my phone is worthless, they emailed me I get a refund!! Basically, Im sitting here with a worthless phone, they created, then dismissed me.

  Business Response

  Date: 08/28/2024

  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.  We have also confirmed that the customer has ported their number to another provider.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 08/28/2024

  
  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.

  I was forced to sign up with another carrier while this process was occurring.
  
  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  Date:08/26/2024

  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 night, Aug 25, I was awaiting a phone call from a deputy from the *************, Tenneesse regarding a matter that I was a victim of. Dispatch informed me the call would come through as Private. I waited to no avail only to learn the officers made three attempt to call however, my phone never rang yet the officer was thrown into voice mail. I made three attempts to have this rectified by Mint Mobile to no avail. The second ******** told me she "pinged" my phone toba different tower which would cause our call to disconnect. She advised me to restart my phone which would correct it. Not only did it not correct it, all three people I spoke to refused to send me to a supervisor. I have the right to emergency services contact which they refuse to correct. Please advise

  Business Response

  Date: 08/30/2024

  Hello,
  In regards to this concern, we regret any inconvenience the customer may have experienced.  Please see the information regarding emergency services found under the Terms and Conditions Section 7 (*****************************************************************).
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:08/25/2024

  Type:Sales and Advertising 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 Pixel 9 on promo with a trade in option. I opted to trade in an old device for a Prepaid MasterCard. I do not receive the trade in instructions (no email, no prepaid label). I contacted the customer service (through chat, through phone, through several numbers given ************.************, ************ ). could not find the help at all. Please email me the label to trade in.

  Business Response

  Date: 08/29/2024

  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