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:07/22/2024

  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.

  On 7/18/24 I activated a sim card with Mint Mobile via phone with their agent (recommended by the sale rep. when I called to begin service a week prior). The agent told me my sim card would be active in 2-4 hours. While on the phone she expressed it was already active and recommended I give it some time. After ending the call, the phone did not work, when I called back I was told there were service disruptions in my area and give it another 2-4 hours. After the time passed and still not working, I called back and was told the phone was showing still locked (which was not true), I then had to call ******* and do a three-way call, it was then discovered the agent put the sim card number in wrong. I was told it would be a quick fix, I was provided a ticket number and said I would get a call phone when it is being transferred for next steps. I did not receive a call, so on 7/19 I called back mid morning for follow up, I was told then 2-4 hours. Time passed, no updates, called again and told I needed to give them a full 24 hours from when the ticket was acknowledged. On 7/20, another call back and told it was escalated to T-Mobile because they are unable to complete what needs to be done and asked for ANOTHER 24 hours. I requested the service be cancelled and I can then port my number back so I can run my business several times. I was told I need to be patient and let them finish the process because the number is actively connected to another sim card for another order that is not mine. I have now on 7/22 been without phone service for my business for days. When I called again to get an update I asked that the request be updated to reflect I do not want to continue service I just want my phone number back. I am now having to seek business elsewhere and leave my number behind because this process has been so frustrating and still not resolved.

  Business Response

  Date: 07/25/2024

  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:07/22/2024

  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.

  Background: I attempted to change from ******* to Mint Mobile cell phone service about two months ago; due to problems with *******, I decided to stay with ******* and cancelled Mint Mobile. On June 19, 2024, I was billed $67.67. I spoke with a Mint Mobile agent and on 22 June 2024, received a refund of $67.67. On July 19, 2024, I was billed $82.67. I sent an email to Mint Mobile and received a reply telling me the Email address was not monitored; contact Mint Mobile via Chat. I had already tried the Chat and failed to receive satisfactory results. I could not speak with an agent! I cannot find a mail address for Mint Mobile! I cannot find an agent telephone number.

  Business Response

  Date: 07/25/2024

  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: 07/26/2024

  I tried to attach a PDF note to MINT Mobile; however, this system will not allow me to attach anything.

  MINT Mobile has not provided me a phone number or an email address to make my response.

   

  This has been a very frustrating operation, believe me.

  Thank you for your assistance,

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

   

  Business Response

  Date: 08/01/2024

  Hello,
  In regards to this concern, we have confirmed that a refund has been issued on 7/28/24. Please allow up to 7-10 business days for the funds to be credited back to the customers account.
  Thank you,
  ******************

  Customer Answer

  Date: 08/02/2024

  
  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:07/22/2024

  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.

  Refund of $201.33. From Mint Mobile.

  Business Response

  Date: 07/25/2024

  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: 07/30/2024

  Hi. Mint Mobile took an unauthorized payment from my debt card on November 4, 2023. I called on that day. Told them that my bank account was  closed due to fraud. The a.ount is $20133. Four representative from my credit union have spook to Mint Mobile. **** said to send a wire transfer. Which was sent via email to Mint Mobile. I've been calling and calling. Keep telling me that tbey dont know how to send refunds. I have sent proof and so has my bank.
  ************************;

  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 to provide options regarding the refund. 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

  Hello
  I have not heard from Mint Mobile since they called me for my address to send the check. Although they said it may take awhile. I asked what does that mean. She said she didn't know.

• Initial Complaint

  Date:07/21/2024

  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.

  Hello. I bought a new phone from mint mobile on May 25th for $113. It was a 2022 moto g. It was extremely slow, basically unusable, so they said mail it back for a refund and gave me a tracking number. I mailed it back in the package they originally sent it to me in. After receiving the phone, they said it had a broke LCD screen (I did not break the screen) and they would not give me a refund. They mailed the phone back to me and the screen made the phone unusable. I don't know who mishandled the phone, but it's not fair aim out of 113 dollars because either they did or the mailman did. It was a very cheap envelope by the way I feel this is not right and I feel I deserve a refund. I did not break the screen, but regardless if you say send a phone back for a refund you have to give a refund I bought another phone from them thinking that they would give me the refund.

  Business Response

  Date: 07/25/2024

  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: 07/25/2024

  
  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:07/21/2024

  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 continue to have a $9.60 holdover "wallet credit" from when Mint changed their international data policy, now requiring we purchase packages rather than paying per use. However, when I tried to use this credit to purchase a $10 package, I am not able to use it because of the mere forty cents that was used on a previous trip many years ago. When I went to order a data package for $10, it would not allow me to only purchase the 40 cents to top off my credit. Due to their minimum purchase requirements, I will never be able to use this credit, so I requested a refund. The customer service represented then LIED to me and said she would issue the credit to my card on file so that if I travel later, I can just purchase a $10 package. About fifteen minutes later (after rating her highly on the *** evaluation system), I got an automated message saying my refund has been denied.All I want is my $9.60 back so that, if I want to in the future, I can purchase a package. As of now, I am livid with the way this was converted and then not being given the option to refund it as they changed the policy in a way that we can never use the full balance. I do not recommend Mint Mobile anymore and am glad I only have two more months on this service.

  Business Response

  Date: 07/25/2024

  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: 08/15/2024

  
  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:07/20/2024

  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.

  Sad, when u know a company better than they know themselves. Signed up for the special 3 months @ $15 a mo. Couldn't get the 2 phones unlocked so canceled svc 29 Jun. Finally got a phone unlocked on 12 July & since I had not received a refund, told the.agent to just reset the clock on me 1st purchase. She.said as a.cancellation was ordered & is being processed, she can't do that. I said I had problems before & if the $$ is not here 7-10 days later, it jacked up in ur system. Last time(yrs ago) I ordered ur *********** canceled the *********** me.$$ bk to me 2x. No budging her. Had to call *********** another special. Tel no. I would get is suspended & the guy was having an issue to get me , me no. Bk also **********. Knew these guys have issues when they r so adamant that the refund d is on its way. Got 2nd order almost a wk ago so I know they r not referring to the new svc. Plus I haven't activated the Sim yet. Sad Want me tele no. Out of suspension & the so called "refund " applied to me account. That way I will have 6 Mos svc @ $15, since they still have the money anyway. As u can see fm the email, it mentions a "2nd" mo. Which means no refund has really processed. My svc was not put in suspension as I requested because I have no phone to use it.

  Business Response

  Date: 07/25/2024

  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:07/20/2024

  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.

  I purchased Mint Mobile plan for a 3 month service plan and mint mobile charged me upfront, post which they provided me with an eSIM, which never worked right from the get go, having called their customer service who had me on the hook for a week with several excuses that phone is locked, a ticket is open with work in progress, after a week and frustration over no progress, I called for a refund, and was informed that I have surpassed the time for a refund. With no prospect I kept calling in hopes that some miracle may happen and service be established, but no luck, now its dawned on me that this is a bait and switch scheme, with no realistic resolution in sight. They have my money and now run me out, till I give up and go over to ******* where I had switched from originally. To all folks like me please think again, IF IT SOUNDS TOO GOOD TO BE TRUE, ITS PROBABLY IS.Save your precious time and money and go with a reliable test proven wireless service provider.

  Business Response

  Date: 07/22/2024

  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:07/20/2024

  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.

  The phone service was doing fine until over 3 weeks ago at the end of June. I began having calls dropped, inability to text, data that was usually available now unavailable. I phoned the company many times, did all the solutions that were given (turn phone off and on, take sim card out, put back in, reset) many times. I am still having problems. Even when I was on the phone with them, the calls were dropped. I paid over 200 dollars for an annual plan which expires next May 2025. I believe I should get the remaining months back that I paid. I went through all that I could do and really do not want to contact them anymore because I never get anywhere other than what I had already done.

  Business Response

  Date: 07/25/2024

  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:07/20/2024

  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.

  I am on a business trip in *****, ******** and have had poor to no data service since I've arrived. I talked to a customer service person at ******************. I had to identify myself, which is ok. Then I asked, "why do I not have 5G data in ******, ********" and he asked for me to verify my address. I said I'm visiting ******, but I live in ****. He said that there isn't good coverage there. (How?! ****** is a main *****************!) I then asked "when does my prepaid service end?" He said December. I said okay thanks and the call ended. Then, not even a minute later, I get a text that says, "Transfer complete. Your new phone number is 803..." Never once did I say anything about wanting to change my phone number, but for some unknown reason that's what he did. Not only that, but he changed it to a ************** area code! Why?! I don't live anywhere near ************** and my number shouldn't have been changed anyway. Also, I've had my phone number for over 20 years, since my first cell phone. So, I had to contact mint mobile right back. I told the 2nd customer service person what happened and he got back to me after looking into it and said that he saw everything in my account and is working to get my phone number back. It's a day later and haven't heard anything. How come my phone number can be taken away in less than 1 minute, but it's a day later and I still don't have it back? What I'm looking for is 1) get my number back since it shouldn't have even been changed in the first place, and 2) a refund for the remaining time left on the prepaid year plan since Mint Mobile has shown that it can't function as an efficient service and I want to go with a different company.

  Business Response

  Date: 07/25/2024

  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:07/20/2024

  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 "ported" my number to another company without my authorization, leaving me without the number I have used since 2001. All of my business accounts, friends, and family are tied to the number they terminated. As a result, I have lost many hours of work and stand to loose may house of work. When contacting they customer support, mint has referred me back to my previous, provider, hung up on me, dismissively told me that they will get back to me at some point, or to sign up for a new phone line. As of currently, they have cause approximately 12 hours of productivity delays. These delays have resulted in financial losses well out weigh the cost of the line.

  Business Response

  Date: 07/22/2024

  Hello,
  In regards to this concern, we have confirmed that the customer's issue was resolved on 7/21/24 and the account has been updated.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 07/24/2024

  Mint mobile has presumed that the problem has been resolved; however, there has been significant delays and costs incurred, as well as lost time as a result of their negligence, actions, and deceptions. 

  Mint mobile "ported" my phone number to another provider without my permission.

  Mint then took over 60 hours (5:48 Friday to 9:00 am Monday) to restore the number, prohibiting me from performing my work and resulting in compensable delays.

  During this time Mint instructed me to stay next to a phone, which belonged to an unrelated business for a call back window to reclaim my phone number. This request was made on several occasions.  No meaningful effort was made to resolve the issue.  No effort was made to call me during these established call back windows. As a result, I was unable to perform other work.  Mint indicated that they would compensate me for the incident, but has only provided a $90 credit when the actual loss of revenue is closer to $7000, without considering the impacts to others. 

  Business Response

  Date: 07/31/2024

  Hello,
  In regards to this concern, while we are not liable for problems relating to Service availability or quality, we have provided the customer with the appropriate compensation related to their issue.
  Thank you,
  Mint Mobile