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:07/02/2024

  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.

  Today I chatted in to get my phone records for my previous number *************). it took about ********************************************************* 35 days. Then she said the account is terminated so I cant access it. I told her I already know that , that is why I referred to it as my old number. Then i SEPERATELY asked if I am am able to see my current phone records on my current profile. She said, no you cant see your old records on your new profile. I repeated that now I am asking a separate question about my new number. She was still confused. I then told her that is okay it is not important. I just needed records from the old number for court. She then said she has not requested any records and asked what months did I need the records for. I reminded her that she just told me the records would be emailed to be in 35 days. She then gave me the ticket #CRT-159035. I am opening this complaint because i really need these records and I am not confident that they were ordered. I would love if someone could contact me and help.

  Business Response

  Date: 07/08/2024

  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: 07/08/2024

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

  Customer Answer

  Date: 08/09/2024

  I previously filed a complaint against mint mobile (I included a screenshot if it but it's case #********). I was asking for the phone records to my old phone number *************) for ALL of November and December. After filing the complaint mint mobile assured me I'd receive the documentation within 35 days so I closed the case. When the records came it was for November 30 to December. Not the first part of November. I replied to that representative asking for the November records..over a week later no reply. I chatted in today to put in the request and was told the line was cancelled in October so there are no November records. I advised I have records from November 30 so the line obviously wasn't closed in October. She said she couldn't help. I'm desperately needing these records for court and no one is helping me
  

  
  

  Customer Answer

  Date: 08/21/2024

  that is not the number I asked you all to look into so that shouldn't require a new request. You guys already sent me the records for December just not the full month of November which is what im asking for. The number is ************ and that was on BOTH requests I've submitted. Ive also tried to call but your customer service is outsourced and im not getting anywhere due to language barriers. Getting phone records in 2024 shouldn't take 2 calls, 3 chats and 2 better business bureau 

  Business Response

  Date: 09/09/2024

  Hello,
  In regards to this concern, we have confirmed that the phone number referenced in the case was successfully ported out of Mint Mobile on 10/17/23 so there are no call records beyond that date.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 09/09/2024

  I just ported my number..you all are REFUSING to give me my records. I'm asking for the records for November and December. Every reply there's a different excuse. I'm hoping the BBB can provide me with information on how to file a complaint with whoever is over the telecommunications industry. I've been trying to get these records for 4 months now. Me porting my number now has nothing to do with my previous records

  Business Response

  Date: 09/13/2024

  Hello,
  In regards to this concern, we have confirmed that the phone number referenced in the case was successfully ported out of Mint Mobile on 10/17/23 so there are no call records beyond that date.  If the customer ported the number to a new service provider, then the customer would need to contact the new provider for phone records beginning from 10/17/23.  Mint Mobile does keep records for cancelled or terminated accounts.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 09/17/2024

  I ported my number out in September of 2024!!! That has NOTHING to do with phone records from November of 2023!!!! WHY ARE YOU REFUSING TO GIVE ME MY PHONE RECORDS?!?!

• Initial Complaint

  Date:07/02/2024

  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 ordered the 20 gb data plan 3 mo. trial mobile phone service sim card from Mint Mobile for $45 for the entire 3 mo. period. Instead, Mint Mobile only sent me their 15 gb sim kit. I was cheated out of 5 gb per month by Mint Mobile. Their customer support that I called said to me that it cannot be changed to the proper plan "I do not have access". The only thing offered was to cancel the plan. I refused to cancel the plan. I don't trust them to fix the problem. They might just keep on repeating the same mistake over and over if they keep starting over from scratch, wasting my time each time. Give me the promised 20gb plan. Do not cancel my phone.

  Business Response

  Date: 07/08/2024

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

• Initial Complaint

  Date:07/01/2024

  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 purchased 2 international plans through my phone carrier one in February and one just last week. Neither plan worked i was not able to use service and my phone did not function at all. I inquired about this and heard nothing back in February. I then most recently tried again on a work trip and was left with the same ending no service and unable to use my phone or the plan at all. I inquired about a refund again as now I have invested in this twice. I was told it was not inside their return policy which is not true as I thoroughly looked over their policy. I emailed 4 days after purchasing the plan and not only was there no data or service used on either plan i was met with the same response and told there was nothing further to due. I have orocied dates and proof of purchases. I then emailed to cancel my plan in total and have it refund for the remainder of the year. I paid out right for a 12 month plan and have only used 6 months of it and 2 international plans that have not been used or worked when I paid for them. After seeking help online and via phone they bounced me around each time or hung up or just flat out did not respond. I was hopeful it would sort itself out but as I looked online their reviews are even worse multiple people have dealt with this and I have now come here as I am worried I may never get a response or my money back. They have deleted my account and removed my login so I can no longer see my profile or old transactions only from my emails and bank statements.

  Business Response

  Date: 07/02/2024

  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: 07/03/2024

  
  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:06/30/2024

  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.

  In Feb, I purchased a trial with Mint. I activated in March. I called and they told me I had to get a Sim card. So, I waited for that. Then, I tried to activate it. It wouldn't work. As I was homebound due to surgery, I had to wait for PT to come in so I could borrow their phone to try again. It didn't work again. 3rd try they only got voice and text going no datA. 4th try they got text going my voice disappeared. Multiple more tries..nothing. Finally, I played with it myself and got data working. Didn't dare call them again because I didn't want to lose either the text or data. So, I just got a voip and made due. Their service has messed up my phone so bad it is struggling to work properly and overheats. Also, I never have gotten full service for what I paid. I NEVER had these problems with Straight talk or ******** So, I'm switching again. I will not pay for a service that can't get it right at least the second time. They're horrible. And the worst thing was that almost every agent had such a thick east Indian accent, I had trouble understanding them. They all read the same script even though I told them I had already tried that. They ignored me and I think one of them actually sabotaged my service because after umpteen tries and the same 'script' I became impatient with her. (That's when I lost my voice service.) I'm a journalist and influencer. I plan to discourage all from using Mint. I recorded many of my conversations with agents which I plan to share on social media. Such a horrible company.I was without phone service and unable to leave my home or contact anyone in an emergency for weeks at a time because of them.Irresponsible, incompetent, and probably illegal.

  Business Response

  Date: 07/01/2024

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

  Customer Answer

  Date: 07/03/2024

  That does me no good because your company has already turned off my service.  My new provider says they cannot transfer my number with it off.  So, I need it back on for long enough to have it transferred.

  Otherwise, I will also be seeking remuneration for the phone I had to replace as well as the service plan I have already purchased if it expires before this is finalized.

  Business Response

  Date: 07/09/2024

  Hello,
  In regards to this concern, we will contact the customer to assist with the port out request or they can contact us at ***************.  Account has been notated with this request.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:06/30/2024

  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.

  So I was trying to use MINT today, but they were not able to activate the eSIM card. So I called their customer service and was told the issue will be solved within 2 hours. I was waiting for more than 5 hours and still nothing. So I have to switch from Mint to other carrier on the same day as I was out of phone service for almost the whole day. So I asked Mint to provide me the full refund, but I was told that I cant receive any refund as I am not their customer anymore.Worst carrier ever!

  Business Response

  Date: 07/01/2024

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

  Customer Answer

  Date: 07/02/2024

  
  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:06/30/2024

  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 am filing this complaint against Mint Mobile due to misleading advertising on their website. Mint Mobile offers multiple data plans (5GB, 10GB, 30GB, and unlimited) all advertised at the same price of $15. This led me to believe that I would receive the unlimited plan for $15. However, I inadvertently selected the 5GB plan, thinking it was for unlimited data. When I contacted customer service, they claimed they could not do anything and suggested many people choose the 5GB plan, which I find unreasonable given the same price point for higher data options. Additionally, their email support is non-responsive, and their chat support is limited to a bot, making it impossible to resolve this issue. I request that my plan be upgraded to unlimited data as advertised.

  Business Response

  Date: 07/02/2024

  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: 07/03/2024

  
  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:06/28/2024

  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.

  On 6.26.24, I ordered a Galaxy S22 (overnight delivery). I received the phone on 6.28.24 & it was defective. I immediately called customer service and inform them that the phone would not activate. The rep assured me 100% that this matter would be reconciled within 1 to 2 because she expedited the ticket. I asked her about refunding me the overnight shipping ********* referred me to ****** After speaking to ***** it was clear that Mint was at fault. I called back & spoke to a manager that finally agreed to just give me a $10 credit ?? and before we ended the call she informed me that the ticket was processed and to factory reset the phone and the phone should activate. I tried that to no avail. So when I called back I was informed that ******* was the culprit. After speaking with ******* for 20 minutes I was informed that all phones are unlocked to be able to work with any carrier. She also mentioned that the phone I had was not under warranty and may not be new. I called Mint back and was told that my only option was to submit a refund request, wait for that to be processed, & send back the old phone and then reorder a new phone! I was HEATED!!! I explained that I had been waiting for 2 weeks to be able to even afford to order this phone and I did not have any money to send back the old phone nor the time to wait for them to process a refund and send out a new phone. I spoke to a floor manager after explaining that I've been on the phone with mint mobile for half my day today and I did not have the resources for this particular option, he assured me that he would send out a new phone immediately. He told me to wait for an email within 24 hours. Within 10 minutes of getting off the phone, I get an email from ******** Rebose telling me they don't have a replacement device and I have to go through the refund process. This has been the worst experience I've ever had with a cell phone company. I should have stayed with Cricket

  Business Response

  Date: 07/02/2024

  Hello,
  In regards to this concern, we do not offer exchanges or replacements for devices.  A return label has been sent to the customer's email address used for the original order so the customer may return the device for a full refund.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 07/02/2024

  In regards to the response from mint mobile maybe maybe additional training is required. But the customer reps are the one who gave me all of this information in regards to replacing my phone etc. Secondly, I still haven't received the return shipping label and it's going on 5 days. I still have no phone, I still have to wait for this phone to be shipped processed, refund issued, then reorder a phone, then wait to receive that phone. Which is ridiculous. Mint has done nothing to expedite this process even though they are at fault for sending me a locked phone in the first place. Every time I call, I get lied to or sent on a wild goose chase and the evidence is in every single phone call. Nothing but confusion and lies. Who knows when I will receive my new phone b

  
  

  
  

  
  

  
  

  Business Response

  Date: 07/09/2024

  Hello,
  In regards to this concern, we have confirmed the device was received by the warehouse on July 5.  After it has passed through the inspection process, the refund should be processed within 1-2 business days.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 07/13/2024

  1Better 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:06/28/2024

  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 was seeking some help until my social security check arrived but I was denied any assistance. I needed a ten day extension. Mint had applied an earlier payment to another number, not mine. Secondly, I just saw a tv commercial that stated Mint just lowered their prices to $15 a line on all options. This is a downright lie.

  Business Response

  Date: 07/01/2024

  Hello,
  There is no action for us to take in this matter as the customer has already ported out.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:06/28/2024

  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 a "Mint Bundle" through Best Buy that included a Blu G93 cell phone and Mint's 3-month plan for $45; however, I could not get the plan to activate. I spoke with eight different Mint agents and spent approximately six hours on the phone and chat. One of their agents told me my phone had e-SIM and they would active it over the phone, but it does not. The next agent told me I had to go back to Best Buy and get a physical trial SIM first, which I did. After the trial SIM ended (7 days), Mint pulled a switch-bait and said I can only buy the 3-month plan for $75. It's been an absolute nightmare and now that the trial SIM has ended, I can't transfer my phone number to another carrier.

  Business Response

  Date: 07/02/2024

  Hello,
  In regards to this concern, we will contact 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: 07/03/2024

  Mint has not contacted me, and can only reach me by email now that my phone has been disconnected due to what was stated in my claim. This is the same generic response I have received from Mint since I first tried activating service. Mint has provided erroneous information from the onset and didn't honor their advertisement of $45 for 3 months.

  Business Response

  Date: 07/09/2024

  Hello,
  In regards to this concern, we last attempted to contact the customer via email on July 5, 2024. 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: 07/14/2024

  The company is promising to do something it is unable to do, and I received what I believe to be canned responses to this complaint.

• Initial Complaint

  Date:06/27/2024

  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 had major service issues with my phone line for over 6 months. After exhausting all of our troubleshooting options (including buying a new phone), replacing the *** card, and working with customer service, I had to change my service provider. Mint agreed to refund the unused portion of my plan. The agent told me to proceed with moving my line and then they would issue a refund for the unused portion. I moved my line on June 12th and I have yet to see a refund on my credit card. I called back in to customer support around June 20th and after telling me they wouldnt refund, the supervisor told me the refund was in process. As of today June 27th, there is no refund for my line.As a side note, around June 12th, they deactivated and refunded my wifes line. That refund appeared on my credit card by June 14th. The way this played out, this felt like a vindictive act. We had to renew my wifes line to retain her phone number.At the very least, I want the refund for my line that they already agreed to. But at this point, ideally I will get a refund on all lines so I can move elsewhere. After being a customer of theirs for over 6 years, I no longer trust them.

  Business Response

  Date: 07/02/2024

  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: 07/04/2024

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