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:07/20/2024

  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

• Initial Complaint

  Date:07/19/2024

  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.

  I ordered 3 months of service and was supposed to receive 3 months for free. I entered my information and started the switching process but it never completed and it remained on my **** account. When I discovered I was still being billed by **** I called them and they advised my line had never been activated on mint mobile so it was still on the **** account. I called mint to get them to activate my service but they told me it had been activated already and wouldnt activate it or provide a refund.

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

  Customer Answer

  Date: 07/22/2024

  
  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:07/19/2024

  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.

  I placed an order with Mint Mobile on Wednesday July 17th. The following morning I received an email confirming my order. It was then I noticed the shipping address was not as I intended. My mail room at my apparent is notorious for missing parcels and wanted it to go to my place of business. As soon as mints customer service center opened at 7 am CST i reached out to have this corrected. The *** told me that that shouldnt be an issue and was processing an address change to my work address. From there I went about my day. My phone is broken so i can not check email at work. When I get home I find that the order has been completely canceled without my authorization and I now have to wait 15 days for the money to return to my account. I was given mints ***** number to elevate this to a supervisor. The supervisor I spoke to gave me two options. A credit for free shipping for the replacement order OR to cancel the refund and send me my phone. I was elated. I agreed to the second option. I was then put on hold why they processed the cancellation and the team was told to send my phone. After a few moments the supervisor returned and said it was in process. They gave me the reference number CRT-******. Mere minutes after i hung up i got an email (that i didnt notice till the next day) that the refund could not be canceled. I have been lied to twice now by mint mobile. I don't have a second $515.89 to place a new order while I wait for a refund. I was told my issue had been taken care of twice to find out the next day that I was lied too.

  Business Response

  Date: 07/23/2024

  Hello,
  In regards to this concern, we have confirmed that the order placed by the customer was cancelled on 7/19/24.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:07/18/2024

  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.

  About 2 weeks ago my data on my phone wasn't working. I wasn't able to call nor text nor scroll the internet. I've been calling them for 2 weeks to try and find out what resolution there is and after trying all the troubleshooting methods there was nothing that Mint has done to help me recover my data. And when I asked for a refund for my service I was then almost charged to order another SIM card. For a problem that wasn't my fault.

  Business Response

  Date: 07/23/2024

  Hello,
  We have contacted and resolved this concern with the customer.
  Thank you,
  ******************

  Customer Answer

  Date: 07/23/2024

  
  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:07/18/2024

  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.

  7/16/24 activated and transferred number to Mint. It said both was a success but phone lost service. Talked to customer service thrice for help. 1st rep said to wait 4 hours cause site was under maintenance. After 4 hours, called a 2nd rep and they could NOT understand the issue. Called again, 3rd rep ********** the issue and said to wait 4 hours for ticket. Since I needed service urgently, I waited. No callback after 4 hours. Since there was no callback and I had thought it was abandoned, I decided to open a new plan with a new number to remedy the urgent need for service. New plan worked smoothly and I was able to work and transfer important things to the new number ONLY TO BE CALLED BACK THE NEXT DAY for the ticket with my prior issue, despite saying it was urgent and would take 4 hours. Now I'm just frustrated with losing my old number and the inconvenience. I no longer need the ticket as everything's already been changed to my new number. Filed a refund for the plan that had an issue and just waiting on that. Hopefully, my existing and working plan will not be affected and there will be no errors in the refund process. I did not sacrifice my old number for it to happen.

  Business Response

  Date: 07/19/2024

  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: 07/19/2024

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

• Initial Complaint

  Date:07/17/2024

  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 got the year long plan on August 30, 2023 for a Mint Mobile Unlimited plan. The plan states that I will not receive a slower data speed until I am over a 40 GB threshold. However, at 32.1 GB my Internet connection almost completely shut down. On July 17, 2024 I contacted the customer support many times which they were unable to resolve the issue. Eventually they revealed that they were throttling my data connection before the 40 GB ***** This is directly against their own fine print which states that I will not experience slower speeds until ">40GB". I have provided screenshots of my current data usage and their small print. After escalation the problem remains unresolved.

  Business Response

  Date: 07/22/2024

  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: 07/23/2024

  I have already provided evidence of the deal with its fine print stating specifically that I will not receive slower data speeds until after 40GBs of use which I still haven't reached because the business is illegally throttling my Internet connection for reasons that continue to remain unclear. I have gone through every troubleshooting option with the customer service and they have told me consistently that there is no problem despite being the very people causing the problems.

  Every facet of the advertising is designed to imply the data is unlimited. Including the actual app saying so. This is FALSE ADVERTISEMENT which is ILLEGAL. I absolutely deserve more than a measly increase in data.

  I demand an exponential recompense for what is obviously a SCAM. There is NO guarantee they won't throttle my Internet at any time in the future for any reason they decide.

  I want a 60GB data connection for LIFE for FREE. I never want to think about them again. Or I will find a way to escalate this to someone that CAN help me.

   

  Thank you, good day.

  Business Response

  Date: 07/29/2024

  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: 07/31/2024

  There has been no effort on their part to correct the situation. My Internet connection remains unstable even after my data has renewed. No response has been made to refund or rectify the situation. The only thing they have said is that they will not help me in any way.