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:08/26/2024

  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

• Initial Complaint

  Date:08/25/2024

  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 purchased a eSim plan from Mint Mobile in early 2023 using the email address ******************* and shipping address *********************************Upon delivery of the order - via email - my son deleted the email by accident. Upon contacting Mint, I was told that the order details could not be located.On 8/25/24, I contacted Mint Mobile regarding a separate matter and upon further inquiry, they were able to locate the order that they were unable to at first. Upon further inquiries, I was told that they were unable to share any details of the order, which I purchased, nor activate the service specified in the order because the order was said to have expired.I am seeking full refund for the order that I did not activate/use/benefit in any means from. Extenuating circumstances I have been hospitalized for over 6 months thus being unable to contact Mint Mobile about the order details during 2023/24.

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

• Initial Complaint

  Date:08/25/2024

  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 told the representative the my phone was not unlocked, not paid off, and I did not have the pin yet from my previous provider. I was assured that if anything did not work my payment would be refunded. I was shocked to see my payment of $45 had turned into over $60. After I transferred my number, my previous provider would not unlock my phone. Now I have not only lost my phone number, but also I was not given a refund. I was given a link to a form to request a refund. After it is approved, IF it is approved, I have to wait 10 days. This is unacceptable. This all happened in a matter of hours. My money should have been reversed immediately. Also, all my emails say ******** as my name. I don't even know a ********.

  Business Response

  Date: 08/27/2024

  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.  The funds may appear before 7 business as the timeframe is determined by the financial institution.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 08/27/2024

  
  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:08/24/2024

  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 July 16, 2024, I paid $187.61 for a 1-year 5G plan with Mint Mobile. I had been using it without any issues for over a week. However, on July 26, I accidentally made another payment of $202.61 for the same 1-year 5G plan. I was informed that the 1-year plan I paid for on July 16 was forfeited. This amount is a significant sum of money for me, and now they are saying the transaction on Jul 16 is outside of their refund policy. Im asking if I could have the additional 1-year plan I paid for on July 16, 2024, added to my account after the current one, which I paid for on July 26, 2024, expires on July 26, 2025.Mint Mobile hasnt been responsive to my request, and I really need some help.

  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:08/24/2024

  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.

  I've had about 13 calls to Mint Mobile since I activated my service on 7/31 not including chats. They did an IT ticket citing a service outage. My partner also activated phone service on the same day, same house with no issues. After multiple calls, they finally told me they didn't know why it wasn't working. I was told I would get a replacement SIM sent in the mail to me free of charge on previous conversations with the company and the request wasn't submitted until 8/16. After 5 business days, I did not receive a confirmation email that it was being sent to me as promised. I called back on (8/23). I explained what was going on to the representative and she said they needed my shipping address and that was the reason for the week-long delay when I verified my address OTP multiple times on (8/16/23). The agent on the call on 8/16 never asked me for this information. They said that the one they are replacing as I was sent a faulty SIM card from the carrier would be free and any subsequent SIM cards would be 9.99. That's fine because I hope the second one I am being sent will work but now I'm very doubtful. The whole point of this was them making it right for me so I could get the mobile data service that I have PAID for and have NOT received. I have not been able to access the data I paid for in 24 days. If I am giving money as a consumer in exchange for goods and services then I should receive them. Today the agent tried troubleshooting my call and I had to repeat that I just wanted my money back. I was upset that the agent was talking over me on the phone today and saying he could not hear me when I asked for a supervisor. They said they couldn't refund me the cost. Everything on my phone was working, full bars for calling but again no data. I have already paid and was sent a faulty physical SIM card in the mail. I want my refund as multiple conversations going back to the first couple of days when activating my service I was told it would be free.

  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

• Initial Complaint

  Date:08/23/2024

  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've been a customer of ****************** for about a year now and have been fighting with them to allow my hotspot to connect, which I pay a premium for. After around 6 months dealing with technicians with limited to no success, I was finally able to connect. Upon the realization that I could finally connect, I noticed that my hotspot data wasn't decreasing, and my regular data was being consumed by the hotspot. I contacted Mint about this issue and they were able to confirm that it was happening and corrected the issue. Now it would only be reasonable that I were credited back the hotspot data towards my regular data that was consumed via the hotspot, as to not exceed my data limitations due to the heavy use of said hotspot, especially since this was a Mint mobile network issue and absolutely no fault of my own. Not only did the supervisor tell me he can't do anything to help me, but he told me that my regular data was almost exceeded and I could purchase more data if I wanted to. Sort of insult to injury is what I'm thinking but I kept pleading my case with the supervisor and was told that they're not going to do anything about it, so here I am just hoping that some level headed individual sees this and credits me so that I don't exceed my data for an issue that is 100% Mint Mobile's fault.

  Business Response

  Date: 08/30/2024

  Hello,
  In regards to this concern, for any inconvenience we have provided a one time courtesy credit to the account.  For more information regarding data usage including hotspot, customers can refer to the Terms and Conditions Section 8.6 (*****************************************************************).
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:08/23/2024

  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 prepaid for one year of service. Yesterday, without warning or notice, my data was turned off. I've been on the phone with Mint almost continuously for 12 hours and again today with no resolution. The calls are outsourced and no one knows how to help me. I'm in an unsafe situation without use of my phone and furthermore, this is a phone I use for my small business. I'm missing calls and losing money. I'm also unable to be in touch with family and friends because all texts and calls are being blocked. I have no idea how to resolve this issue. I'm at a total loss and need help!

  Business Response

  Date: 08/27/2024

  Hello,
  In regards to this concern, the customer has ported out and 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: 08/28/2024

  
  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.
  
  Regards,
  
  ***********************************
  
   
  

• Initial Complaint

  Date:08/22/2024

  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.

  My current address is now ***************************************. I used the Overlook address in the complaint because at the date of purchase that was the address of record. I moved twice since Overlook. I had prepurchase two months of talk time. I paid either $60 or $65 in 2021. It has never been used. I was sent a SIM card but never accessed a phone that could use it. I currently have an IPhone Pro Max 14. I would like to have the two months of talk time transferred to it but it does not even have an external SIM card. Please help and I don't know if I need a new phone because this one might not be compatible. Thanks a million!

  Business Response

  Date: 08/27/2024

  Per the Return Policy (*****************************************************):

  You are not eligible to request a refund for a new mint mobile service activation or sim kit when forty-five (45) calendar days have passed since the date of purchase (45-day refund exclusion). Sim kits that are subject to the 45-day refund exclusion and that are not subsequently activated will automatically become inactive after three (3) years following the date of purchase.

  Thank you,
  Mint Mobile

  Customer Answer

  Date: 08/27/2024

  issue a credit if you can not offer refund...... what happens if I find the sim card in 30 or 60 days?

  Business Response

  Date: 09/03/2024

  Hello,
  In regards to this matter, the purchase was made in 2021.  Additionally we can only provide credits for active accounts.  For any 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:08/22/2024

  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.

  This phone has not been used in over 3 years. This was my aunts phone and she has had mental issues and doesnt have phone or know the number. Ive tried to cancel but to no avail. They charge her acct even though the phone hasnt been used over $500. Every 6 months. Its impossible to speak to a real person and when I finally did they couldnt help because I didnt have phone number. I dont know what else to do. Same thing every time I call. No real people to speak to. Ive disputed with bank seems they cant do anything either. Bad business practices

  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.
  Thank you,
  ******************