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:08/19/2024

  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.

  I lost my phone 8/1, ordered a new phone, a Galaxy AO3s. The order # MT5555416. I paid an overnight ***** delivery charge of $15.00.Turns out to be scheduled for Monday 8/5. I chatted at length with a Supervisor on Saturday blaming ***** for their delivery policies.Waited 3 Days. Finally, yesterday, I waited in my lobby and ***** finally delivered the phone without a *** card! I had clearly stated several times during our CHAT on the weekend call that I needed *** capable of retaining my phone ************.I was on CHAT for 4 hours! My e-mail address ******************** is inaccessible to me (with lost phone).I can verify any other info, name, address credit card; etc. Send verification code to ******************** I am a 68 year old Senior who lives alone. Let me buy the *** @ $9:95 as quoted last night.

  Business Response

  Date: 08/23/2024

  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:08/19/2024

  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.

  I had great service from **** until recently and come to find out they dropped the band that allows my phone to use 5g. I have a pixel 7 which isnt very old. I have now prepaid for service that i cannot use. I would like an upgrade to a newer pixel that can be used for 5g or the band returned to service so I can use 5g as expected. I feel like im being robbed right now

  Business Response

  Date: 08/26/2024

  Hello,
  In regards to this concern, we apologize for any inconvenience however per our Terms and Conditions section 6 (*****************************************************************):  actual Service area, coverage and quality may vary and change without notice depending on a variety of factors including network capacity, terrain and weather. 

  
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 08/28/2024

  You fail to recognize that the band that serves my phone was removed. My phone is not old. It is one generation older than what you are currently selling. You are just trying to get me to purchase a new phone and i feel its ridiculous that you can even do what you have done. You have made my device obsolete for greed and i need you to act responsibly and help me out here. 

  Business Response

  Date: 09/04/2024

  Hello,
  In regards to this concern, we do see that the Pixel 7 is a compatible device per the information located here:  ********************************************. If you have any issues with your service, please contact us by calling our customer support number ************. We are available 7 days a week from 5 am to 7 pm PST.
  
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 09/05/2024

  I have been told numerous times that it is not compatible so someone is not doing their job. I have contacted customer support twenty plus times and have no resolution. I need for you to help me get the service I am paying for. I am tired of running in circles and going nowhere. Assign a special agent to my case to see it through, provide me with a free upgrade, investigate and repair your services. DO SOMETHING!! Absolutely nothing has been done to help me and here you are brushing me off again. Do better

  Business Response

  Date: 11/26/2024

  Please see the attached response to the case referenced above.

  
  

• Initial Complaint

  Date:08/19/2024

  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.

  Purchased Mint Mobile Sim kit from Best Buy. The sim kit contains a sim card and 6 months of wireless data for cell phone. Because the sim card kit is opened -- Best Buy refused to process return as they have a policy against returning open sim card kits. Mint informs me that Best Buy is appropriate point of contact for return of this purchase -- despite clear language on their website that says they will process refunds from third party retailer and specifically included Best Buy on that list. Both companies point to each other and refuse to refund money. I am trapped and can't get a refund. After spending many hours of my time trying to get a refund. Mint actually changed the language on their website after I called so that it no longer says they will process directly for purchases from third party retailers. They can't change that after the fact!

  Business Response

  Date: 08/23/2024

  Hello,
  In regards to this concern, we are unable to process refunds for plans purchased from a participating third-party retailer (for example, ******, ******, ******, or Best Buy) and any refund requests must be made through the third-party retailer.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 08/23/2024

  If a person purchases a plan and Sim card combo at best buy they are not allowed to return that item to best buy. Until one week ago Mint mobiles website clearly stated that they WILL process returns from third party retailers and it SPECIFICALLY LISTED BEST BUY as one of the retailers. I persisted in my attempts to get them to honor theor own policy and was directed to a different web page (one that took several clicks to get to) that directly contradicted what was on theor their main page. They have since (and obviously very recently) removed the language from the main page. We'll, it was there when I purchased this. If it hadn't been activated, I would agree that best buy is the appropriate party. But Mint mobile activated the line, if only briefly. Within the windows of seven days I requested a refund and per their own rules, on their own webpage, I was entitled to one. Now both best buy and Mint say not my problem. This is bad business. 

  Business Response

  Date: 08/30/2024

  Hello,
  In regards to this concern, we are unable to process refunds for plans purchased from a participating third-party retailer (for example, Target, ******, ******, or Best Buy) and any refund requests must be made through the third-party retailer.  We are unable to process refunds for these purchases since we do not have the transaction records or details.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 09/03/2024

  This is unacceptable. Best buy and tmobile point to each other and both refuse to refund purchase. ****'s own website clearly stated that this was within their refund policy. Please explain to me and BBB when e actly you removed that language from your website. It was after I repeated called and asked you to honor it. That is too late. Today I called Mint and asked for the remaining 5 months and 25 days of unused service since they refuse to refund me. Not surprisingly I was given incorrect informational stating that my refund was denied because it was file too late ( it wasn't and I have proof in email response from Mint) and they also refuse to provide the remaining service. I was told I would have to purchase a new plan. So, no you can't have a refund for reasons that change each time I call and no you can't have what you already paid for...is this how Mint treats customers? ******************** you need to confront Mint regarding their very recently changed return policy and pressure then to honor it in my cas3 as it was very much clearly stated on the main refund information page when I originally placed my refund request!

• Initial Complaint

  Date:08/18/2024

  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.

  24 hours cancellation guaranteed Date of plan order: 8/15/2024 Order number: ******** First time calling ******** service: 8/16/2024 - the employee promised that I will receive an confirmation email about the cancellation and full refund in 24 hours, but I didnt receive anything so that I made a second call.Second time calling ******** service:8/17/2024 - the second time I called, I did mention that I call on 8/16, and how did the ******** service said on 8/16. - The first ******** service that I called in 8/17 said I couldnt get the refund because I am a reactive member (no a new ********). I mentioned that on 8/16, the ******** service said that I can cancel and get the full refund. Also, I mentioned that there is a 24 hours cancellation and full refund guaranteed on the mint mobile website. Therefore, she put me on hold and she find a solution when she is back. Unfortunately, the call dropped off when she try to say something. I called again - the second ******** service I called on 8/17, I mentioned that someone served me just now but the call drop off, I asked if she can transfer me to the one who serve me just now because she say there is a solution (I am worried that I need to explaining my issue again to another ******** service). However, she said she could help so she did transfer me. She said that I will 100% receive an email for confirmation of cancellation and refund this time. I told my worried to her as I got the similar promised on 8/16. She said that on 8/16 they didnt work my request well, but I will be fine on this time, she gave me a ticket number (SUPPORPM-604256). Again, I got nothing til 8/18/2024.I am tired for call but nothing help.Please help to cancel the order I placed on 8/15/2024 and get the full refund back.Thank you

  Business Response

  Date: 08/19/2024

  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: 08/19/2024

  
  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,
  
  ***** Zi *************
  
   
  

• Initial Complaint

  Date:08/16/2024

  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 7/26/24 I received and tried to active phone purchased from mint moble. They couldn't activate phone I requested refund for phone and phone plan because couldn't activate phone. I was told I would receive shipping label to return device. However I was misled on this issue on 3 times of calling mint moble for return label. They denied my request each time. I can't use a phone that they can't activate. It's very frustrating I'm denied a $900 + return.

  Business Response

  Date: 08/19/2024

  Hello,
  In regards to this concern, a return label has been emailed to the customer's email address used for the original order so the customer may return the device for a full refund.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:08/15/2024

  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 son lost his phone and sim card in ***** this summer. We call mint to have a replacement card and since we don't have his phone they said they can't verify his ID. We've been contacting them every day for almost a month in order to verify his ID. We are being told everyday that we they only need to make a call (to my number) and that we wil receive it within the next few hours.I tried to get a new sim since with a different number, since having a replacement card is taking so long, they won't apply the new number to the account that we already have and is paid until November 20.So the option is losing 3 months of service that are already paid for, or keep waiting until i don't know when to have a replacement card.

  Business Response

  Date: 08/21/2024

  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:08/14/2024

  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.

  We had mint Moble for over 2 year And didnt have good reception and couldnt use our phone most places We looked on their map good service.we called they said they were fixing the towers and it would get fixed out the years we kept calling. They said they were working on the towers, I wanted to switch phone company so I asked my account number for mine. My husbands account number they gave us our account number so we could switch companies, but I never canceled our service because I wanted to find a new service new phones first they turned off our cell phone services , so when we went to go sign up for new accounts we couldnt because our cell phones were non-active so we couldnt keep our phone numbers so I had to call Mint Moble back and resign up and repay to get our account so we get our account numbers so we get a different place . So we paid them for service we already had paid for my husband couldnt wait so he decided to keep the phone service because he needed that phone that day. He could use a phone because he owns a business so he paid again for 1 to get turned back on . We paid money for you get turned back on and it wont be turned back on so we cant use a phone phone list for weeks. Ive called them over 50 times to try to resolve this issue. They wont give me his account number so he can change services, but his phone is still active, but it wont work told me they would refund us a full amount from the beginning of our service since weve had bad service whole time through them. Theyve never did that. They never credited us back any of our money. Promise promised they gives us a full refund from when we signed up from beginning and they havent done that. My husband still doesnt have a phone. He has a prepaid phone, but he has a work his own company and his phone number not helping us so we want a refund for all the money we had to pay for nonworking phones, and we would like his account number and passcode so he can go to *************

  Business Response

  Date: 08/19/2024

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

  Customer Answer

  Date: 08/19/2024

  mint ***** has not gotten back to me regards to the account. We were told we would be refunded in full for our service we had with mint Moble. I payed two time to get my husbands phone line turned back on and it still does not work they will not give me the account number and pas code so he can transfer his phone number to a new company. I have called mint ***** over 50 times over this matter they always say they are going to turn his phone back on but never do. I want a full refund like I was told in the beginning of this night mare. My husband uses his phone for work and has lost multiple jobs over not having his working business line. 

  Business Response

  Date: 08/26/2024

  Hello,
  In regards to this concern, we have confirmed that the replacement eSIM was successfully installed and all services are working properly as of August 26, 2024.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:08/14/2024

  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 7/22/24 Paid ***** AND ***** After many hours of customer support and missed calls the service was deemed unusable.I inactivated device and canceled services w/I 1 week and requested a refund but no refund has yet been issued.************ & ************

  Business Response

  Date: 08/19/2024

  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: 08/20/2024

  
  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.

  Thank you and I am sorry to have had to resort to this avenue of reconciliation. Customer support could use some work in my consumer opinion.

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

  
  

• Initial Complaint

  Date:08/14/2024

  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.

  Purchased 2 plans from Mint Mobile and paid $106.86. Mint Mobile card sent shows expiration date 05/09/2026 and to activate by said date. One plan never activated. Tried to activate and keep getting error message. Called Mint Mobile customer service just to be given the runaround and still have not gotten any resolution. *** claims activation date is invalid, even though its printed on the sim card sent. This is false advertising and extremely misleading. I paid for a plan/service and they did not render service. Either give me a refund or activate my plan. What a scam of a company, stealing customers money and NOT rendering the services paid for. Horrible customer service and extremely poor business practices. If you don't want to provide the service paid for then refund my money instead of stealing from hard working customers.

  Business Response

  Date: 08/19/2024

  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: 08/19/2024

  Business has made no contact with me. Also, did not leave any contact info in their response.  Business is giving more run around tactics.  And still has not refunded me for services not rendered.  No resolution has been given.  Still waiting on business to either contact me or respond here with their contact info. 

  Business Response

  Date: 08/26/2024

  Hello,
  In regards to this concern, we sent the customer an email on August 20, 2024 to the email address ******************* advising them of the refund status.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:08/12/2024

  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.

  Changed over to ********** early this year, they gave us 6 months free service, when it was time to renew the plan it only showed that I needed to renew the 2 line plan for $391.59, when the renewal period was over it turned out that the 2nd line would all so cost another $391.59 for 1 year, so we decided we would just go ahead and do 6 months for $198.08 for the 2nd line. A few days later we decided to just drop ********** all together because of this situation and also the service we were getting was very poor. I called ********** to cancel our account and they did credit our account for the 1st line $391.59 but NEVER received the credit for the 2nd line for $198.08.

  Business Response

  Date: 08/19/2024

  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: 08/20/2024

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