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:07/17/2024

  Type:Customer Service 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.

  My name is ***************** and my phone number with Mint Mobile is ************. I ordered Mint Mobile service on 6-12-24. My order number is MT5212590.I purchased the $120 3-month plan and attempted to port my number from a corporate account at **** on *******. The port failed and I had to escalate the issue with my company and ***** **** made me move my number to a consumer account on their network where it had been until 7-14-24 when I ported the number to Mint. Since the 14th I have been trying to get an eSIM to complete my port into Mint. I have not been able to get that eSIM because Mint customer service team keeps telling me that they cannot validate my account information. I cannot make or receive calls or texts.I have submitted 4 trouble tickets .L2-316768, L2-317455, TECOPSJSD-******, L2-318018 As of 7-17-24 all of these tickets were closed because the Mint back office team says that I have not correctly provided the information that they need to validate my account. They however will not tell me what is incorrect or what I need to do to resolve the authentication issue. I keep getting told to submit a new ticket. At this point, no one will tell me what is wrong with my answers so I can provide clarification. I am caught in this loop where I cannot get my service activated but now Mint will allow me to port my number to a different carrier. Essentially, my number is being held hostage with no clear path to resolution. In a nutshell, I have paid for a service that I cannot use and Mint is unwilling to provide me the service for which I have paid. To add insult to injury I never receive the call backs that are promised to me by the Mint customer service team. At this point, I would either like to receive my eSIM or I would like to get my porting information so that I can port my number to another carrier. I also feel that I have not gotten what I paid for as I have not been able to make or receive calls.

  Business Response

  Date: 07/18/2024

  Hello,
  We have resolved this concern with the customer as of 7/18/24.
  Thank you,
  ******************

  Customer Answer

  Date: 07/18/2024

  
  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:Billing 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 is charging me for phone service I dont have. They are also charging my credit card through an unauthorized user who is also a minor. They refunded me once but then illegally charged my credit card again. If there is phone service being used by someone illegally using my credit card it can be terminated as we have no service through mint mobile.

  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

• Initial Complaint

  Date:07/17/2024

  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 purchase mint mobile yesterday morning I called to get help activating it. I told the lady on phone I spelt my email wrong she said no big deal... Well, I've had no service for 24 hrs. I spent hours I mean hours yesterday on my boyfriends phone calling them. They lied to me saying that it'd be fixed in 4 hrs was first call, then 4 hrs later nothing back on bf phone for an hour, they lied told me it's getting fixed, the statement I understand, was used over and over, which that doesn't work if you don't fix the problem, then told me 2hrs later it'd be fixed nope, then called from my bf phone again told me after an hour on hold again that it'd be fixed in 30 minutes, NOPE. 24 HRS LATER NO SERVICE, I HAVE NOW BEEN BACK ON PHONE FOR 3 MORE HOURS WITH Them HAD TO PAY TMOBILE 100$ TO GET A TEMP NUMBER TO USED AND STILL CANT GET MY NUMBER BSCK! Which MY NUMBER IS WHERE MY JOB GETS Ahold OF ME AND I MAKE MONEY Threw! SO 2DAYS OF LOSS WAGED And SPENT HOURS IN TEARS AND ****** FOR PHONE SERVICE!! JUST TO HAVE A PHONE AGAINTHEY LIE, HAVE NO TECH TEAM AND ARE CAUSING ME SOO MUCH STRESS AND LOSS OF WAGES

  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.  The customer also ported out their number on 7/15/24.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 07/19/2024

  Hi the stress and time I lost plus the extra money I had to spend to get back service at T-Mobile is much more than there refund  it was a horrific experience and the lies they tell are awful for a business 

  They pretend to have a back office.. and tech but you can't call them there's no option. It needs to be looked into

• 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.

  Voicemail was set up with my Mint Mobile number which I had never activated or set up. I have the sim card activated in my phone yet am unable to access the voicemail since I myself did not set it up.

  Business Response

  Date: 08/15/2024

  Hello,
  In regards to this concern, we have reviewed this account and do not see any previous contact from the customer regarding the voicemail issue.  We will reach out to the customer for more details so we can resolve this concern.
  Thank you, 
  Mint Mobile 

• Initial Complaint

  Date:07/15/2024

  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.

  Unauthorized Plan Upgrade and Service Disruption by Mint Mobile: During Hurricane *****, I relied heavily on my Mint plan due to power outages. My plan, a 12-month with 5GB/month, was nearly exhausted of data for the month due to excessive data usage after hurricane outages. On July 11th, at 2:16 PM, I called Mint Mobile at ************** to inquire about additional data options - our power had not come back on after 3 days at this time. The representative provided info of the various options, which I shared was good to know & I would call back if my power/internet did not come back the next day but I did not request an upgrade on the call.Despite this, at 2:48 PM, I received an automated message confirming an upgrade to their highest data plan, the Unnecessary plan, charging my card $96.07 on file in the app without authorization. I called back at 3:19 PM to rectify this and was assured by another representative that the charge would be refunded and my plan would be reinstated. A ticket (CRT-162176) was created for the refund, expected to take 7-10 business days.However, on July 12th, my service was completely cut off following the refund confirmation by automated text. Multiple calls to Mint resulted in further confusion and an inability to reinstate my original plan with a new ticket (CRT-162621). On July 15th, after a lengthy 47 minute call (most of which was spent on hold) with this final rep, I was informed that no I will not be able to get my original plan back, no I will not be able to retrieve my remaining 3 months of credit for my original plan, no there is no explanation for this hiccup in their system, no there is no workaround. This situation has caused significant inconvenience and stress, especially during a post-natural disaster period. Mint Mobile failed to correct their own system error and provide a valid solution, resulting in the loss of my remaining service period. Really foxy disappointed Mint! Signed,Still ************************

  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: 07/22/2024

  I have responded to via email to Mint on Friday. I request Mint to please continue reviewing my case via email. 
  
  I have not been able to be reached by phone since Mint has deactivated my cellular service - as specified in my original message. 

  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: 07/30/2024

  Mint Mobile has yet to provide a constructive response to my several emails. 1st email thread was on 7/19 - with no response. 2nd email was sent on a new thread from Mint with the same copy and paste message asking me to email all my previous correspondences from BBB and email on 7/23 to which I have asked for a response twice. 3rd email on 7/25 stated a new message offering a 3 month service as compensation to which I responded asking for more information and how it accounts for my added month of disservice for July - no response, despite my reminder email to this thread on 7/29. 
  
  Mint Mobile is dragging this unauthorized cellular cancellation from July 11th to nearly July 31st and is not offering me an explanation or an equivalent compensation for the loss of my original plan nor this month of total voided service. 
  
  I request they reactivate my plan once again and add in the compensation of 4 months - which totals the 3 months I lost with the cancellation plus the 1 month for this July void of service by August 1st. 
  
  I do not have a cell number active to receive calls but urge they confirm this via BBB or via our many email threads. It is very simple - return my service and compensate the months of error!

  Business Response

  Date: 08/09/2024

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

  Customer Answer

  Date: 08/09/2024

  
  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,
  
  ******** Ram
  
   
  

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I'm mad but Not All That Upset I Was Sitting Down Thinking After I Tried to ****************** Again To Go Look At My Accounts And Jest Take Time and Add The Total Up For When I First First Switched to ****************** I am writing to express my extreme dissatisfaction with the service I have received from your company. I recently discovered that I have been charged a total of $458 for data usage that I was not aware of and did not consent to.Upon reviewing my account history, I was shocked to find that not all of my transactions were accurately recorded. Specifically, there are multiple instances where I was charged $21.00 on May 3rd and subsequent charges for data usage that I did not authorize. This has resulted in a significant financial burden for me, as I have had to continuously purchase data since May 3rd until July 10th, amounting to over $458.I find it unacceptable that your company does not have all accurate transactions saved in the history, which has led to these unauthorized charges. As a customer, I expect transparency and accuracy in all billing matters. I trusted Mint Mobile to provide reliable and affordable service, but this experience has been nothing but disappointing.I demand an immediate and full refund of the $458, which was wrongfully charged to my original payment method. I expect this refund to be processed promptly and without any further delays. It is only fair that I am reimbursed for the financial loss and inconvenience that your company has caused **** hope that you will take this matter seriously and rectify the situation promptly. I have been a loyal customer of ****************** since April 25th, 2024 and I believe that I deserve better treatment and service. I trust that you will address this issue promptly and take the necessary steps to prevent such occurrences in the future.I look forward to receiving a prompt response and resolution to this matter.Sincerely,*******************************

  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:07/15/2024

  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.

  While being a Mint customer, I bought $5 Mint money for international calling/texting. I used only $0.20 when Mint changed policy which made this money obsolete, the money stayed in my Mint Wallet and can be used when I renew the contract, according to Mint. However I decided to close my Mint account and move to a different vendor at end of my contract. I called Mint for refund of the remaining $4.80, I was told since I already closed my account, the money cannot be refunded, nor transferred to my son who remains a Mint customer. Essentially Mint just confiscated my money, which equates to stealing.

  Business Response

  Date: 07/16/2024

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

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mint Mobile has unfortunately failed to give me the full account history from the phone number listed above (which is the only phone number that I currently have with Mint Mobile). Although I have asked numerous times for a solution to this problem, I have yet to receive any response about the incomplete phone history data in regards to various accounts of mine being breached while using two factor authentication.I am now also investigating as to why the credit given to me following my previous BBB complaint is being shown as a "friend/referral" when I have not referred any friends and thw secondary sim was never even activated; actually, the activation code to the friend SIM card was actually stolen from my residence.

  Business Response

  Date: 07/31/2024

  Hello,
  In regards to this concern, the credit for the previous BBB case does not impact any referral credits in the future.  If the customer would like to request their call detail records or review the security settings on their account, they can reach out to us at their earliest convenience at *************** and we would be happy to assist them in resolving this matter.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:07/14/2024

  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.

  June 21 I was correctly charged $82.95 for 90 days of mobile phone service. I canceled the service July 14th, having used only 24 days of the service. I had just transferred my service to another provider. I missed the fine print they include in the contract that says once you transfer the service and your phone number to the new provider, you can't get your remaining funds refunded. Handy little trick to make sure you get the most out of your customers. Well, my $60.72 is now sitting in *********** account and it's not their money. I was assured by ******** that it is now quite impossible for me ever to see my funds. I'm not rich. I truly need my money returned and I feel I've been robbed. Mint should stop hiding behind attorneys and legal jargon and do the right thing.

  Business Response

  Date: 07/15/2024

  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:07/14/2024

  Type:Customer Service 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.

  Hi i bought a MINT prepaid *** card for $75 with 3 months 20gb/month plan. When I try to activate *** MINT is saying there are issues with activating the *** and they escalated to tech team which I have copied here - "Thanks for your patience while I looked into this. Here's what I've done: Ticket ID- *********. You will get the callback within one hour gap. *******, hope you liketheresolution". Now MINT is saying they wont be able to activate citing the *** was bought in retail store, which I dont understand because they are the one selling the ***. They took my $75 and now they are not honoring it, and even after their customer care agent said they will send replacement and not another one is saying they cannot. Taking customers money and not honoring service is very scamful and dishonest.

  Business Response

  Date: 07/19/2024

  Hello,
  In regards to this concern, we have confirmed that the customer had purchased the *** card from a 3rd party retailer and will need to return to the retailer to request a refund or exchange.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 07/19/2024

  The 3P retailer has asked me to contact Mint for resolution. Also, fail to understand why Mint would shift the blame to someone else when they are the one who terminated the *** without any valid reason. 

  Business Response

  Date: 07/26/2024

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

  Customer Answer

  Date: 07/26/2024

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