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:08/01/2024

  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.

  I am unable to make or receive phone calls for over 1 ********** bill is paid through October Mint Mobile refuses to identify or resolve the problem I requested new SIM cards at no charge to be sent overnight to determine if a power surge had damaged the sim card & still have not received them I'm dealing with very serious medical issues & am unable to call or receive calls from my doctors Please provide assistance asap since this is an emergency situation My phone number is ************** My Email address is ***********************

  Business Response

  Date: 08/07/2024

  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:07/31/2024

  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.

  Paid year in advance. Activation was attempted 2 months after billed paypal $202.07 **** and Mintmobile refused to activate phone. They said 45 days had expired, but neither the agent told me this, and i didn't receive a written contract stipulating this. I contacted them, and they said, sorry, you just lost $202.97. They have a contract to provide service for 12 months, which they did not honor, and since they are in breach of contract, i humbly request my $202.97 back.

  Business Response

  Date: 08/06/2024

  Hello,
  In regards to this concern, we have contacted the customer and are currently working to provide a resolution.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 08/16/2024

  Dear sirs, please keep this request open.  Or accelerate it.  The seller, Mint Mobile LIED.  They've never been in touch with me after the complaint.  I thought I'd give them a few more days but they have not called.

  I'm ready to go to the next step, so please DO NOT close this.  We did NOT resolve the complaint.

  *********************

  Business Response

  Date: 08/23/2024

  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: 08/30/2024

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

• Initial Complaint

  Date:07/31/2024

  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 calling icon is not working Unable to sed or receive phone calls From main number on account ************ Or ************ Mint Mobike Recordimg says the phone number is restricted & unavailable

  Business Response

  Date: 08/01/2024

  Hello,
  In regards to this concern, we have confirmed that a refund has been requested by the customer who has also confirmed that they will be porting to another service provider.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:07/31/2024

  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 did the 7 day trial and could not get service. Called twice during 7 days requested to cancel. I also requested twice on line but still no refund. It's been over 10 says since my 1st request.

  Business Response

  Date: 08/01/2024

  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:07/30/2024

  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.

  Imagine being a mobile service provider and requiring a text message authentication to activate a replacement eSIM - the sheer lack of logic and thought that went into this process is just negligent and a gross refusal to provide your service..

  Business Response

  Date: 07/31/2024

  Hello,
  In regards to this concern, we have provided the customer with instructions on how to activate the eSIM sent via QR code.  Please call us at *************** if we can further assist.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:07/30/2024

  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.

  I broke my cell phone. On Sunday july 28, I went to an apple store and bought a new device. While at the store, I was loaned a phone to call Mint. As I did not have access to my email since I only had my phone, the agent said he would enter an alternative. We used the Apple store address. Next day - I go back to apple store, no email from Mint. I call. Representative says email can only be sent to the account provided the prior day. Called Mint again, and this agent advises me that the spelling used on Sunday night by their rep is incorrect. I ask her to change it. She says she will. It is now later on Monday, I have a friend call and I speak to a ********** again, it is promised that the email will come. It doesnt come. Today (Tuesday morning) I go Back to the apple store. Still nothing. I speak at length with a representative and a Manager. The story is that since they changed the email address, for. Them to make another change, they have to have a phone where they can reach me. (Obviously I dont have a phone right now). The problem is that they need a 4 hour window to do anything, and the Apple store cannot lend me their phone. So again, they promised to send it to the apple email address. The apple store said they would monitor it for the entire business day and email when they received it. Another five hours have passed and no email. This is ridiculous. What I would like is an email sent in a short time period when I can have access to email AND someone elses phone so I can get my phone back online. I cannot believe this experience.

  Business Response

  Date: 07/31/2024

  Hello,
  In regards to this concern, we see that the email issue has been resolved and we attempted to call the customer.  Please call us at *************** so we can further assist.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 07/31/2024

  Their response would be funny if having a cell phone was not so important in this day and age.  I have been on the phone with their tech support twice today.  The first person promised me the usual resolution within four hours.  Those four hours passed, so I gave them an extra hour and then called again.  This agent was in the process of examining the case, but I was hung up on during hold.  Could have been an honest mistake.   The next person, after gathering the usual information plus a bit more, told me they had closed the case, because they had called me twice and nobody answered.  They were calling my number for the phone for which I am still waiting for an eStim card.  Again, this would be funny if it were not real life.  The customer service person I spoke to this evening seemed to have a better clue.  She gave me a new case number.  She also took the phone number for the Tracfone I had to buy and activate so I could Call them from my home.  The prior three days have involved sitting at the Apple store using their phone.  The agent tonight actually took my tracfone number.  I dont honestly know what email address they are planning on using.  In spite of four tech support conversations about the misspelled email address from Sunday evening, it hadnt been changed at the time of this last conversation.  I dont think english is the first language of any of the people I have spoken with, and there didnt seem to be any difficulty with the conversations.  However, perhaps there is a problem that is only evident in the complete lack of resolution or positive progress in slightly more than three days.  What can I say?  I have been without my primary cell phone since Sunday.  And the people who control my SIM card are stupid enough to call me on the number that I cant use because I need a new eSim card.   And they consider that resolved.

  Business Response

  Date: 08/07/2024

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

  Customer Answer

  Date: 08/08/2024

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

  PS.  The passage of 8 days since my initial contact to get an Esim for my new phone was ridiculous. It is true that the problem is now resolved.
   

  
  

• Initial Complaint

  Date:07/30/2024

  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 a satisfied Mint customer on monthly plan. Switched to annual plan and prepaid. I moved to ****, ****** from ******, ******** and although Mint claims coverage was sufficient, I was continually being dropped from data connection which was essential for my job of delivery. I contacted support and went through several processes in resetting my phone and other attempts to correct the problem. Mint support had no other suggestions so I was forced to switch to a different carrier. I filed a refund request and was given a crt # ****** for the plan using phone # ************ but never received response despite repeated email attempts on my part. I just talked with customer service and was informed that refunds are only allowed for 7 days after purchase. This is not acceptable to me given that the service was not working and I followed all support instructions and we were unable to correct the issue. I expect a refund of the unused months that I prepaid. I no longer have the credit card I used to enroll, so would require a check to be sent to my address in ****, ******. Thank you for your assistance.

  Business Response

  Date: 08/06/2024

  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:07/30/2024

  Type:Sales and Advertising 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 contacted Mint Mobile to switch service almost a week ago. I have yet to receive the service I paid for. When you call them, you get overseas call agents who are not properly trained and give out incorrect information. I had to dial T-Mobile to get to a Mint rep when I didn't have phone service and both times, the agents were unaware of an affiliation to Mint. They had to look it up. Now that is just pathetic. I can't believe ************************* would put his name on the face of this company. You may save in the long run, but honestly, not having an U.S customer service reps doesn't make it worth it. ******* was great. Anyway, the transfer of my original phone number to Mint has taken much longer than anticipated or expected. Mint keeps telling me there is a glitch in their system that has nothing to do with *******. They left me 3 days without phone service and I have elderly parents 87/90 who rely on me to be there when needed. They had no way to contact me. When my dad fell, my daughter in ******* had to contact me via ********* This is unacceptable! Then, they finally gave a temporary number I could use (started billing me for service I still don't fully have), just two days ago. They still have yet to transfer my number from ******* so now my business suffers. I have two-factor identification set up on all our accounts and no phone number to use for verification. I keep getting this has been escalated, but nothing is being done about this. This is truly the worst mobile phone experience ever and has created extreme stress. I hear you pay for what you get. I believe I'm going to bite the bullet and return to *******. I don't think this company is worth it anymore, hence the * rating.

  Business Response

  Date: 07/31/2024

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

  Customer Answer

  Date: 07/31/2024

  
  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:07/29/2024

  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 12th I purchased a "Minternational Pass" through my account believing I could apply it to my daughter's account, that is connected to mine through a family plan, for use during her trip to ******. After purchase, I learned from an agent that I needed to buy the pass directly through her account. I asked the agent to process a purchase through my daughter's account and refund the purchase made in my account, which she did. She provided the help ticket number below and said the refund would take 7-10 business days to process.I waited 7 business days and did not see my refund posted, so I contacted customer service again. The agent informed me I would have my money by 10:36 AM the next day. That time came and my money still had not posted, so I contacted customer service again and again they told me I would have it the next day. The next day came with no refund and I contacted customer service again. This time I asked to speak to a supervisor who assured me that the other agents' count had been off and that the 10th business day would be Friday the 26th and they couldn't do anything else until after close of business that day. Saturday came with no refund and again I contacted customer service and this time I was told that all of the previous agents' math was wrong because the refund wasn't processed until the 15th, which meant it would be the 10th business day today. They also said that if my money didn't show up today to ask my bank because they could be holding the money. Surely enough my refund has still not been deposited and my bank has deposited every other credit into my account that was processed to them today.The refund was only for $25.40, but I still don't have the money. I also suspect I am not the only person they have done this to, so I am asking for the help of the BBB.

  Business Response

  Date: 08/05/2024

  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:07/29/2024

  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 canceled my service with Mint Mobile because of interruption of service on numerous occasions. I was informed by email that they would refund the amount of the unused service period. I've contacted them several times and spent hrs on the phone only to receive the same excuses every time. The refund was approved on July 9th and no refund was sent to either my bank or PayPal account.

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