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:08/08/2024

  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 has now had my phone # stuck for 6 days! I just want back my money back $134.49. They co tine to lie and put me off for 6 days now.

  Business Response

  Date: 08/13/2024

  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:08/08/2024

  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'm in my second year with Mint Mobile and I have auto renewal set up so I'm paid up until next January. My son's phone stopped accepting/making calls/texts and unable to connect to network. I called customer service. She was very helpful said she was sending me a new *** card and that should fix everything. I received the *** card and followed the directions but was unable to complete the authentication process. I called customer service again and was given kids of options to try finally she asked for the *** card number and when I have it to her she said that it was not a mint mobile *** card. That was it, she would not help me and just said sorry and ended the call. I would like to close my account, get a refund and make sure that I was not part of a data beach. The *** card came from mint which leads me to believe they have customer data security issues and maybe dishonest about the level of security provided.

  Business Response

  Date: 08/13/2024

  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: 08/13/2024

  I have received three identical messages from mint mobile which I will not be calling back because I do not trust them. 

  I honestly feel like I have been scammed and the customer service center has absolutely no power to do anything.

  I have told BBB that I started my mint mobile plan Jan. 17 2023.  I had auto renew switched on so I was charged $240 on Jan. 17 2024.  The phone has not worked since July 25.

  I talked to Mint Mobile customer service and they sent a new *** card which has completely messed up the phone.  When I called customer service back they said that my son's phone number ************** was not part of a Mint plan and that the *** card I received was not one of their *** cards.  The *** card was sent to me from Mint Mobile. I need to end my contract but I would also like to be reimbursed for July-January.  I am paying for something that is not working.   

   

  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.  The team managing the BBB cases needs more information in order to process any refunds. 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: 08/21/2024

  I have been in contact with Mint Mobile via email.  I have not answered any phone calls because I see it is the same **************** number that I had such a bad experience with. 

  I have been asking for the Mint Mobile account number associated with my son's phone number so I can switch it over to my ******* plan (because after all of this my son still does not have a working phone) and that has been completely ignored.  Here is my most recent response to them:

  BBB CASE TICKET NUMBER_22113904

   The order number MTR72985197 is just for you all to try and track the *** card that you are saying is not a Mint Mobile *** card but which was sent to me by Mint Mobile.  It is what was sent to me by Mint Mobile to fix my son's phone.  It absolutely seems to have wiped any trace of his phone number or the fact that I have a Mint Mobile account associated with that phone number. I would like to be refunded the ****** payment made on Jan. 17th 2024: $223.68.  It was for a year of phone coverage but the card stopped working half way in.  This has been such a terrible customer service experience that at this point I would be thrilled to just have the information ******* is asking for to add the ************. 

  The two things I'm looking to have resolved (in order of importance):
  
  1.  The Mint Mobile account number associated with ************ so it can be released to *******.
  
  2.  ****** refund for the Jan. 17 2024 payment of $223.68

   

  
  
  

  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.  To request the port out information the customer will need to contact us at ************ so we can validate the account prior to providing this information. We are available 7 days a week from 5 am to 7 pm PST.
  
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:08/08/2024

  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.

  Not working and support line unable to assist , called multiple times

  Business Response

  Date: 08/13/2024

  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:08/07/2024

  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 offered me a great call/text/data plan. Much better price than my T-Mobile plan. A Mint representative and also a supervisor confirmed that I would have full cell calling service in ******, where I am much of the year and where I am as I write this. The Mint Mobile SIM card was received at a US address and was then express mailed to me in *******I called them to proceed with activation. Before porting my number from T-Mobile I once again asked if I could use this $20 15gb call/data/text plan for calling from ******. **** the representative said yes. I inserted the Mint SIM. We proceeded with porting my number from T-Mobile to Mint Mobile. **** left the line and I then realized my phone had no T-Mobile service and no Mint Mobile service. As of this moment I've spoken and chatted with 18 representatives and supervisors who have tried unsuccessfully to activate my ************ and who confirmed that Mint Mobile does in fact NOT (sorry for the all caps) provide calling service from ********* this point I do not have Mint Mobile service (billed $53.31 on July 15, 2024. They cannot activate my account.] They are unable to provide an account number or a transfer pin # needed to move back to ************************. Again, after 18 attempts and many many hours I have no service, Mint Mobile is holding the telephone number I have had for 15 years and will not release it nor a transfer pin #. Thank you for any help in this matter.

  Business Response

  Date: 08/08/2024

  Hello,
  In regards to this concern, we have confirmed that a refund has been issued for the *** card. Please allow up to 7-10 business days for the funds to be credited back to the customers account.  We have also provided the customer with the account information needed to port their number to another service provider once they are ready to initiate the request.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:08/05/2024

  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.

  Signed up with mint mobile for cell service for 2 phones on July 5. They sent an email with 2 esims. Set my phone up the following day. When attempting to set the 2nd phone up, discovered it was not esim compatible. Call mint and was told the entire invoice would have to be refunded and start over to get 1 esim and 1 physical sim. I was told a sim card would be sent but nothing was done. Called again July 10 and was told no sim nor refund was in the works and it would be investigated. Was supposed to have an email explanation wthin an hour but nothing was done. Called July 11 and was told the 2nd esim had to be activated but we had no way to ativaate, if so, there wouldnt have been an issue to begin with. Due to lack of correction, July 21, switched to another carrier. Called mint to get a pin code to switch and was told they only would refund in the first 7 days when they had told me the whole time I had to wait 7 to 10 days for the refund which they never began to process. They are doing this to others also. My daughter switched July 3 I believe and still doesnt have service to make calls or texts e3xcept thru her wifi at home. Mint is a scam.

  Business Response

  Date: 08/06/2024

  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:08/04/2024

  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 am a Mint mobile customer. I purchased my own phone to use with the carrier almost 2 years ago. I recently found out that Mint has locked my phone and is now refusing to help. I have called multiple times and have been told there is nothing they can do.

  Business Response

  Date: 08/09/2024

  Hello,
  In regards to this concern, we have attempted to unlock the device however due to the reseller flex lock policy our attempts were unsuccessful.  Customers can find out more information about the reseller flex policy here:  ************************************************************************************************

  
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:08/04/2024

  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 paid $50 to Mint Mobile to switch my cellular service. I was given a damaged eSIM and have no cell service whatsoever. My partner and I have been back and forth with customer service for three days now and for the better part of 10 hours. They were unable to fix the problem and told me my only option was to switch providers. However to do so I need my account number and transfer pin. Mint now are refusing to give me either as they cant verify my account without an active eSIM which is the reason I have to switch in the first place- bc they sent me a damaged one. They have literally made it impossible for me to have cellular service through them or switch providers and are refusing to resolve the problem via chat or phone calls.

  Business Response

  Date: 08/16/2024

  The refund was processed August 5, 2024 and we have escalated the request to provide the customer with the port out information after the account information provided by the customer has been thoroughly validated.

  Customer Answer

  Date: 08/16/2024

  After over a week of trying to obtain my port out information including upwards of 20 hours on the phone with customer service I had to give up and switch numbers and phone providers. **** refused to resolve the problem and illegally withheld my port out info. 

  Business Response

  Date: 08/23/2024

  Hello,
  In regards to this concern, the customer was unable to authenticate the account after multiple attempts and was advised to retrieve a one time PIN using the email address or SMS text.  As part of our security protocols, customers must successfully authenticate their account.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 08/28/2024

  I was unable to receive SMS texts due to a damaged ESIM sent by Mint Mobile (the reason I had to port out) and their tech department was unable to send me the code via email (the issue was determined to be not my email but their Mint Mobile system). Mint Mobile refused to authenticate the account or port out the number any other way. The error was entirely their system. 

• Initial Complaint

  Date:08/02/2024

  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 want to cancel my Mint Mobile account. When I went to make the change, it says that the cancelation must be made 24 hours BEFORE the renewal date. This makes no sense, if the cancelation must be made before the renewal date, then they should just say the resale date is one day earlier.It's clear the intent of this policy is to confuse and deceive consumers. I want to cancel, and I want my money back.

  Business Response

  Date: 08/08/2024

  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:08/02/2024

  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 June 27, 2024, I purchased a 3 month plan for $15 a month and ordered a physical *** card. I attempted to activate my *** card on August 8, 2024, well within the 45 day limit to activate.I was told my name is on the account and order, but someone else named ******* had already activated the Sim card and had a different last name and email address. They asked me to verify this person's last name and email that I had no idea existed, I know no *******. The only **************** know is a fictional character from Everybody loves *******.I opened the ***** envelope they sent me and popped the *** card out of the business sized card from mint Mobile that same morning, just a couple hours before I called them to activate it. No one else is currently living in my house and the envelope was clearly not tampered with.I was on the phone with them for a long time, and then put on hold when I asked to speak to the verification department. They said they transferred me to the verification department, but an hour later I left a voicemail and disconnected the call. I have not heard back from them.The person I was talking to said he had never heard of anything like what I experienced since his many years of working for mint. However, I found online dozens and dozens of similar complaints. I feel scammed, and I can't even get a hold of anybody to cancel my account and get my money refunded. I wasted time and money trying to switch to a scam. To make things worse, in order to switch, I had to pay off my phone which was a huge impact on my monthly salary and I had to make many sacrifices to make that possible.They owe me $54.60 from a transaction on June 28th 2024, at this time. However. Because they won't call me back and I can't get through to anyone, I don't know if they're going to continue to charge me, which would increase the amount that they owe. The order number is MT5321540, that is made and paid for in my name, with a *** card that is registered to another person.

  Business Response

  Date: 08/05/2024

  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:08/01/2024

  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 purchased a phone from Mint Mobile and on 7/13/2024 attempted to port my current landline number from CenturyLink.Mint Mobile has so far failed to port the number.I have contacted both companies' support departments multiple times.* Mint Mobile says that the number is locked and that I need to contact *********** to "manually release the number". Their support line has been unable do anything other than resubmit the request, most recently on Monday July 22. After waiting beyond the 5 to 7 business days they said a landline port may take, I contacted Mint Mobile support again today, and got nowhere.* *********** says that there is no lock, or hold, or freeze on the number, and that they haven't even received a port request. I have it in writing from them: "CenturyLink records do not reflect we have received a PON from Mint Mobile to port the telephone number .... Our records do not indicate CenturyLink/Lumen is stopping the port."

  Business Response

  Date: 08/08/2024

  Hello,
  In regards to this concern, we have attempted to contact the customer regarding the port issue with their current provider.  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: 08/09/2024

   Mint Mobile's response is inaccurate.

  At no time have they been waiting for information from me.

  They have attempted to contact me only twice (once 45 minutes before I received notification of their response to this BBB complaint, and once 30 minutes after).  This was in response to an escalation ticket, and the voicemail messages did not mention the BBB.  All other contact has been directly initiated by me (helpline phone, helpline chat, or Reddit chat).

  The messages simply reiterated their previous assertion that I need to get CenturyLink to "manually release the number".  This may be true, but even if it is CenturyLink can do nothing until they receive a request to port my number, and they have no record a request.  They most recently confirmed that yesterday (8/8/2024, after I had received the notice of the BBB response and the 2 voicemails from Mint Mobile).

  Mint Mobile have provided absolutely no practical assistance in determining how to make the transfer request get to CenturyLink.  Yesterday I had them resubmit the transfer request with a different variation of my account number (when I called *********** yesterday the agent told me that not having hyphens in the right places might prevent their receipt of a request), but at the time I write this, CenturyLink have still not received a request.
  

  Business Response

  Date: 08/15/2024

  Hello,
  In regards to this concern, we have escalated the port request and will contact the customer within ***** hours with an update.
  Thank you, 
  Mint Mobile 

  Customer Answer

  Date: 08/24/2024

  Someone from Mint Mobile did contact me with an update, but it was no more than a reiteration of the number-port request status shown in their system.

  The status provided was:

  (1) A completion time.  (But they have given me completion times before, and the transfer still has not completed.  It is apparently just an estimate based on typical times, and therefore doesn't really mean much.)

  (2) My current provider needs to manually release the number.  (They have said this from the beginning, and while it may be ultimately true, it is irrelevant until my current provider gets a valid request, which had not yet happened the last time I checked, on Thursday afternoon.)

  I have managed to get some information from my current provider about some common errors in the request form.  One was that the hyphens need to be included in the account number, and I have passed that information on to Mint Mobile at least twice.  During the call from Mint Mobile, I asked the agent to check that, and she indicated that the hyphens were missing, but then refused to update and resubmit the form.  (The others have to do with address fields, but we didn't get to that in the call because we got stuck on the account number.)

  I don't know why ******************'s number port-system is giving bad information in my case, but information seems to be getting lost between my current provider and Mint Mobile.  Mint Mobile's customer support team does not seem to have access to the tools necessary to see accurate status, so I think that this probably needs to be escalated to people with more technical expertise.
  

  Business Response

  Date: 09/20/2024

  Hello,
  In regards to this concern, we are currently working with the customer to resolve this matter. We will keep the customer updated until final resolution is found.
  Thank you,
  Mint Mobile 

  Customer Answer

  Date: 10/01/2024

   I appreciate the helpful tone of this response.  However, progress in getting my number ported is still slow, at best.
  

  Recently my main point of contact has been "MintMobileAlex" on Reddit, who has told me that the latest status is that the Mint Mobile port team was unable to reach CenturyLink by phone (though they say they're using a number that I have used successfully a dozen times) and is waiting for a response to an email sent 4 days ago.

  It seems possible that the email address is invalid.  I think a phone call should work, but it's possible the port team is not getting to the right menu option.  I gave MintMobileAlex the voice-prompt menu picks I used, but got no answer when I asked for confirmation that the port team used them.

  Regards,

  ****** Alt
  

  Business Response

  Date: 10/07/2024

  Hello,
  In regards to this concern, we recommend the customer continue to work with our social media team to reach a resolution of their preference.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 10/12/2024

   I have continued to work with Mint Mobile's social media team, but they have made no progress in getting my number transferred.  It seems that they are unable to get a request to CenturyLink (even though their web-based tool still says my number can be transferred), and have now refused to continue trying to get their system to work.

  In an attempt to salvage some value from the 12 months of service I purchased from Mint Mobile (of which 3 months have now elapsed), I am attempting to transfer my number to Number Barn and then to Mint Mobile.  (Number Barn were able to get a request to *********** on the first attempt, which tends to confirm that the problem is with Mint Mobile rather than with CenturyLink.)

  But even if that works, it's not really a satisfactory solution.  My direct costs due to Mint Mobile's failure to transfer my number are now nearly $150 (3 months of CenturyLink bills plus the Number Barn fees), and the time I've spent on this would be much higher than that at any reasonable hourly rate.