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:08/22/2024

  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 signed up for a year membership on July 12 on July 15 I canceled within their 7 day policy and was told I would get a full refund. I called back on August 9 and was told I would get a refund within 10 days. I didn't receive the refund and am now told *** not within the ten day window when I called on August 22

  Business Response

  Date: 08/28/2024

  Hello,
  In regards to this concern, we will attempt 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:08/22/2024

  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.

  I have been lied to by 3 different **** at mint mobile that my phone is unlocked. A 4th one confirmed it is not unlocked. I have put in 2 different requests to have it unlocked so I can switch carriers but they still have not done it. I spent $800 on my phone and can't even use it now just because I wanted to switch carriers and they keep lying about it. I just want to switch carriers and be done with them. I have had no service on my phone for 2 days. I had to put my sim card in my 10 year old child's phone just so people can reach me.

  Business Response

  Date: 08/28/2024

  Hello,
  In regards to this concern, we will attempt 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:08/22/2024

  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.

  I tried to switch from T-Mobile to Mint Mobile and in the process Mint has essentially taken my old phone number hostage.- When switching providers, I wanted to keep my old phone number so I initiated a port request on Aug 19th. I was told that the port would take up to 48 hours, as it did not complete initially. - I tried re-trying the port on the 20th 3 times, and it failed every time. - Every time I called customer service for Mint, I was told that the port was in progress and I would just have to keep waiting. It took me calling Mint mobile 5 times for a support ticket to be made.- I was promised on the creation of the ticket (L2-331315) that a ***resentative would get back to me in 4-8 hours. Having been super frustrated and exasperated I got the service *** to promise that someone would contact me. No-one did. - At this point I was fed up with Mint and needed access to my old phone number. I called T-mobile and asked them if they could re-instate my old phone number. They clarified that on their end, they had fully transferred the number to Mint and cancelled it on their side. In order to activate a new account with my old phone number they would need an account and porting number from Mint to port it back.- In essence: Mint mobile took my old phone number hostage. Customer support told me that they could not give me an account number and port pin until the old phone number finished porting - I called again on the morning of the 22nd, now 4 days without access to my old phone number where I was told that I would have to wait another 4-8 hours.

  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 port in request was also cancelled so the customer should be able to request their old phone number with their previous provider.
  Thank you,
  Mint Mobile

• 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.

  I bought Mint Mobile service for six months. They charged me over $140 for it. I tried to transfer my service to a new phone. They sent me the eSIM for the new phone which was unlocked, had "No sim restrictions". I tried to install the eSIM and activate it, but it would not communicate with the network. I called customer service and told them about it and they would not fix it. They said that they couldn't. They sent me a new E-sim, like five or six times. Even though that didn't work. They then said they create a ticket for the "back office team" to call me. They never did. So now i paid all this money, my original phone is deactivated, and my new phone is not usable. Going on day 3 of no phone service and they have kept my money. Their customer service is TRASH. A bunch of people in the *********** sitting in grass huts who don't speaka da *********.************************* is a *****. I hope for him i never see him out.

  Business Response

  Date: 08/28/2024

  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:08/21/2024

  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.

  When I created a Mint Mobile account last year, ****************** created a second account without my permission or knowledge. I have been using one phone number for the past year, and the second account that they created has never been used because I did not know of it's existence. The fraudulent account is ************.I went to Mint Mobile to get a refund on the charges for the past year and their supervisor ******* went to their dispute department, and ensured me that I would be receiving a refund on the charges that have gone through in 2024, so two charges. I did received a refund for a charge that went through in August, but that is the only one that was received.I am concerned that this company is creating fraudulent accounts under people's names. Over the phone they admitted that this account was created incorrectly. The account has never been used, no charges, no phone calls, and they verified this to me over the phone.Even though their supervisors approved the refunds for 2024 charges they went back and are now refusing to refund the charges because it is outside their 'refund policy' which will only refund the last 7 days of incorrect charges.I went to my credit card and they were not able to provide me refunds.

  Business Response

  Date: 08/27/2024

  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:08/21/2024

  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.

  **** told for the past week that my money had been refunded but there are no funds

  Business Response

  Date: 08/27/2024

  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:08/20/2024

  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.

  Hello. I have switched to mintoble for cellular service two years ago. I had great service. Then they were bought out by T-Mobile and the service is sporadic and traveling around this area with reliable service from mint is not trustworthy. I call twice the first time they try something and it didn't work but I put up with it and then a couple of months later I did traveling 3 hours southwest of the state and I couldn't have consistent service, my wife ,was with me, had great service the whole trip through att's cellular service. I wanted to simply get money back for the remainder of my contract with them so I can switch to a better carrier. I called 8/20/2024 and talk to a tech named *** and he would say there is great service in my area and then I said not for me and I am living in. He replied with nothing they can do because mint doesn't give money back for my situation of spotty service. All I want is to have my money that I already paid them for future months back of I go to a better provider. No, not Mints Policy. I feel it is a breach of contract by them and I deserve my money. *** refused to allow me to talk to a supervisor when I asked he refused to answer yes or no questions. I feel violated. The "amount paid"numbers is referenced to what I paid (*****) on the contract and what they would owe (******) me if I stopped receiving service from Mint Mobile which is all I want to do. Please help, *****************

  Business Response

  Date: 08/26/2024

  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: 08/26/2024

  
  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:08/20/2024

  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 payment application charged for a 3 month renewal, $130 rather than the 10gb I ordered for &20.When I asked them to correct this overcharge they said they would put my money $130 back into my account within 7-10 business days, so they incorrectly charge me for 130 and then tell me I must wait 7-10 days for them to refund what they incorrectly took from me. This kind of action is unethical unfair and reckless and should be stopped so well intended consumers are not being wrongly asked to subsidize this companys errors.

  Business Response

  Date: 08/27/2024

  Hello,
  In regards to this concern, we have confirmed that a refund has been issued on 8/19/24. Please allow up to 7-10 business days for the funds to be credited back to the customers account.  This timeframe can differ depending on the financial institution and is not determined by Mint Mobile.

  Thank you,
  Mint Mobile

• Initial Complaint

  Date:08/20/2024

  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 mobile issued a refund but the funds were never received

  Business Response

  Date: 08/21/2024

  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:08/19/2024

  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 July 24, 2024 I purchased a SIM card thru Mint Mobile and paid 3 months ahead for unlimited service. The total was $53.55.I activated the card and account on August 7, ******** service seemed ok, but I got repeated past text messages from my Mom, daughter and friend, sometimes over 30 a day. I received a notice a few days ago that my service had reached 1 gb of data. Since that milestone the phone has terrible service. I cannot receive timely texts, calls, open any websites or even log on to my home internet.It has taken over two hours this evening to try and get someone from Mint Mobile chat or on the phone to give me my account number and PIN so I can transfer my phone back to ***** This is information not found on my app for Mint, online or with the help of the ** chat on Mint.The person I finally reached wanted to troubleshoot my service. I repeatedly asked for my account number, PIN and requested a refund. Because I used service over 7 days and my current usage, she said is now 4 gb of data, I am not eligible for a refund. I sincerely feel this is a scam. In having you pay three months ahead, not being able to access your account number or PIN and my data being artificially inflated because of the repeated text messages. Also, when you sign up it says $15/mo and doesn't tell you that after your $15/-3 month trial the price goes up to $45/mo for 3 months, unless you pay a YEAR ahead and it's $30/mo.I can't imagine I am the only consumer that has fallen for this. Any help you could provide is appreciated. I was trying to save money and now all that has happened is I've been duped. Thank you for looking into this.

  Business Response

  Date: 08/21/2024

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