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:06/24/2024

  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 have attempted to obtain a refund as the *** car has not yet been installed. Unfortunately, the chatbot will not connect me to a live person and the return form cannot be activated.My order number is MT4916315.Thanks for your help.

  Business Response

  Date: 06/25/2024

  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:06/24/2024

  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 5/20 I purchased an iPhone 15 with a one year discounted plan. On 5/23 I spoke with the representative who helped me set up my plan and advise me that everything would roll over on 5/26 which would have been the new start date. On 5/26 I wound up with no cell service we called mint mobile and I was advised that the plan I had bought was for new phones only and I would have to get a new phone number or return the phone. There was nothing on the site that was open and obvious, and clearly stated that the phone I bought with the $180 plan Was for a new customer only or that I need a new phone number. The representative worked with me and advised that mint mobile would reimburse me the $180, and I did not have to send my phone back, which I was obviously using, and Mint would charge me the yearly unlimited fee of $360. The next day I received a denial to my reimbursement and said that was for new customers only.I have spoken to multiple representatives over a series of a few weeks and each time I am told they understand I was overcharged the $180 and I would be reimbursed. One representative *** promised me that the $180 would be credited back to my account. The next day again, I received another email that it could not be credited back at that point. I called again, spoke to two supervisors And was told that no it cannot be credited back and I have no recourse unless I wanted to send the phone back. Since mint mobile has a seven day return policy and we are now three weeks later going back-and-forth with representatives obviously thats not gonna work and why would I send a phone back that Ive been using for three weeks that was activated by Mint.Bottom line is Mint Mobile overcharged me $180. and that is all that is am seeking. I find this deceptive billing practices that they can over charge me yet refuse to reimburse me the overcharge, even after I was promised twice that they would and then I am told there is no one else I can speak to..Thank you

  Business Response

  Date: 06/28/2024

  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:06/23/2024

  Type:Order 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.

  Yes on 06/11/2024 I renewed my mint mobile phone plan for $83.32 for 3 months of service. On 06/232024 around 2:15 pm someone stole my phone. I contacted mint mobile 4 times vis ************ to either have my cell service suspended or just turn off the phone. All three reps said I couldnt have my service turned off because they needed to send me a text to verify, well its no way to verify via text if your phone is stolen or lost. I then asked hime to refund my money because i jsut renewed my plan and the rep ***** said I couldnt

  Business Response

  Date: 06/27/2024

  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:06/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/21/2022, Mint Mobile (MM) confirmed cancellation of MM phone service as requested. Refund for next 3 month automatic payment was provided on 10/24/2022. Automatic payment was connected to bank debit card. On 11/20/2022, Mint Mobile started charging my debit card again. Since then, 11 charges have been made against my card totalling $660. I have attempted to settle this problem for over a year. MM confirms all the above statements. An "escalation ticket" (CRT-113227) was submitted in July 2023 when I did finally get ahold of a customer representative who could do so. It was a request for a refund of the money taken from my account after the phone service was cancelled. An email response was to follow within 48 hours. It did not. I checked spam folder too. I also had asked 3 times since problem started with human customer service to cancel the automatic payment. It never worked. MM would just randomly start extracting payment again. My only recourse to stop these withdrawals, was to finaly cancel my bank card which meant having to reset up automatic payments for other withdrawals. Since then, it has become totally impossible to speak to a customer rep at MM. Even ************************ rep was unable to access data to this problem or connect me with MM rep. I want 1) withdrawed money to be returned 2) direct call in access to human customer service rep available without maneuvering through online, chat, or automative voice service (AVS). BTW, MM claims one can talk to human 24x7 by using 800 #. I have gone through every number combination available to get to a human using their AVS system and have not been successfull. Isn't that false advertising? lying? misrepresentation of customer sevice? MM lack of human availability, lack of shutting down the auto pay when service was shut down, lack of follow through, lack of refund has been a horrific ordeal to suffer through. And by doing so, I find that this is common procedure to ignore customers with real MM issues.

  Business Response

  Date: 06/28/2024

  Hello,
  In regards to this concern, we are currently looking into a resolution and will contact the customer.
  Thank you,
  ******************

  Customer Answer

  Date: 07/02/2024

  Their response is simply another way to avoid any action. If they were seriously going "look in to" this issue, they would supply me with a date at which I should recieve a response. Their customer service methodology seems to be don't provide access, don't follow through, delay and ignore until the customer goes away. I want a date provided to me as to when this will be resolved. 

  Business Response

  Date: 07/09/2024

  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: 07/12/2024

  My Mint Mobile account was attached to my bank debit card which I had to cancel because Mint Mobile kept charging me. So I wonder, how they intend to repay me?

  I will not be satisfied until I have in writing the following details:

  1. the amount of the refund

  2. how I will receive it

  3. when will I receive it

  And I have my total refund. Otherwise, having been told by Mint Mobile that this would be cleared up before, I do not trust their previous generic response. I want details; not for them to use this as another delay and ignore tactic. For such a large company, it is hard for me to belive their "customer service" is such a scam.

  Business Response

  Date: 07/26/2024

  Hello,
  In regards to this concern, the initial complaint did not state the account was closed and the refund was successfully submitted under the original form of payment.  We will contact the customer for additional details so we can provide a resolution.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:06/22/2024

  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.

  June 22, 2024 $45 for 3 month plan I purchased a 3 month plan for Mint Mobile to start my service with them (purchased at best buy). All packaging was sealed and labeled 3 month starter plan. The activation code would not work on the *** so I called to speak with a representative. The representative said that the sim card numbers were not matching but not to worry she fixed it and everything was fine. But their systems were down and to call back in 1 or 2 hours. (A flat out lie)I called Mint Mobile back after 2 hours and was then told that I had purchased a $2 7 day-trial. I told them no I had the receipt and the sim card prooving that I purchased a $45 3 month plan. They told me there was nothing they could do and to return the sim card kit to best buy.I went back to best buy to return the sim card kit and they told me there was nothing they could do, it was Mint Mobiles product and sim cards cannot be returned or exchanged. (But on Mint Mobiles website and packaging it states that if for some reason it does not work it is returnable at the store purchased.)I called Mint Mobile for a 3rd time and demanded I speak to a manager. Eventually a manager got on the phone and proceeded to tell me there was nothing they could do, I was out $45 + Tax with no phone service. I walked back into best buy with the manager of Mint Mobile on the phone and talked to the head manager of best buy. After about an hour back and forth, and the best buy manager talking to Mint Mobile manager, the manager of Best *** returned my money. MINT MOBILE DID NOTHING AND DID NOT STAND BEHIND THEIR PRODUCT. It was Mint Mobiles packaging that was messed up from the beginning, their activation codes do not match what they are selling and they will not do anything about it. The manager of best buy pulled all the Mint Mobile Products off the shelf and was contacting corporate to pull Mint Mobile Products as well.

  Business Response

  Date: 06/24/2024

  Hello,
  In regards to this concern, we will not contact the customer per their request. For any additional assistance we can be contacted at ***************.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 06/24/2024

  
  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:06/22/2024

  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 purchased a new Pixel 8 pro phone from MINT and I am unable to receive voicemail when anyone calls me. I spent 3 and one half hours on support calls with Mint and they have not been able to resolve my issue. Not receiving voicemail because "the person you are calling is unavailable" creates serious work related problems and is a security issue for me. The phone is also locked so I can't use with another carrier. They refuse to refund because I purchased it a month ago. I request an unlock to the device so I can use another carrier and a refund for my service.

  Business Response

  Date: 06/27/2024

  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:06/22/2024

  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 purchased a *** card on 12/5/2023 with a 6 month service plan from Mint Mobile - Order Number MT4099139. Ordered online, paid with credit card. I received a 3-fold cardboard folder that contained a plastic card with a popout section containing the *** card with a printed ACT Code needed to activate service on the phone. On that card is text stating I had an "Activate by Date: 12/29/2024" (uploaded for clear understanding of the deceptive practices), more than one year to activate the ***. When attempting to activate that code after 6 months it failed. Called customer service and they refused to activate the service and refuse to give a refund. Apparently in fine print under ****************** on their website they have a clause stating the card must be activated within 45 days (in direct conflict with the deadline on the card). This is clearly deceptive marketing intended to scam and defraud consumers (likely bilking millions from unwitting consumers). I paid $89.67 and received nothing. I don't want an apology. I want my money back (or activation of the service I paid for in good faith).

  Business Response

  Date: 06/26/2024

  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:06/21/2024

  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 ****** Pixel 7 pro bundle from Mint Mobile on 06/24/2023 which included my phone plan for a year. I am considering switching to a new carrier because my phone plan ends on 06/28/2024. I own the phone and have owned it totally since 06/24/2023 but Mint Mobile obviously considers it will always be their phone because they have thrown every roadblock possible in front of me to prevent the phone I own from being unlocked. I called their customer service on 06/18/2024 to request my phone be unlocked but on 06/20/2024 I get a phone call and email saying the **** numbers I had given them were incorrect and they could not process CRT-******. I called their customer service again 06/20/2024 and found out for sure the number sent was wrong and I gave him the correct **** numbers for both slots 1 & 2 on my phone and he called them back to me correctly just like the lady did on 06/18/2024 but decided she would enter them wrong. The guy on 06/20/2024 assured me the correct numbers had been sent on the updated CRT-****** but of course at 12:48 PM on 06/21/2024 I get an email once again saying the **** numbers aren't correct so once again I have to contact customer service and find out the **** numbers on CRT-****** had not been corrected so I ask to speak with a Manager named ******** who creates a new CRT-****** to unlock my phone with the correct **** numbers because she called them back to me correctly being the third person at Mint to do so. ******** said my phone would be unlocked today 06/21/2024 and called me back around 4:30 PM today and said phone would be unlocked in 2 hours and of course it wasn't. I called Mint back again at 6:30 PM and spoke to manager ********* who completely contradicted ******** and said it would take 24 hours. Mint has no intention of unlocking my phone there will always be some new reason not to unlock because I have read the other complaints on here with people experiencing exactly what I have just experienced.

  Business Response

  Date: 06/28/2024

  Hello,
  In regards to this concern, we are currently working with the customer to resolve this matter. We will keep the customer updated until final resolution is found.
  Thank you,
  Mint Mobile 

• Initial Complaint

  Date:06/21/2024

  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.

  Changed carriers yesterday but Mint Mobile charged my card over $100 for a six months renewal plan. They charged it against an old, inactive phone number. Two days ago I removed my credit card information from my account but they used it anyway.

  Business Response

  Date: 06/26/2024

  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:06/21/2024

  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 started service for the Mobile Service on 05/08/24 to end in 3 months Aug. 6th. I started with the "Unlimited Plan". It is not in fact unlimited at 40GB it starts going so slow it is no longer useful. I paid extra money to get the "Unnecessary" plan which I thought was unlimited. It cut off at 60GB and is going extremely slow again. I called Customer Support today 06/21/24, 3 times . The first two people said that they would reset my account and I would have 60GB until it reset on 07/07/24. It did not work. On the third call I spoke to the supervisor she informed me that there was nothing they could do for me. The way the add is written it is highly deceiving. Unlimited is not unlimited and the Unnecessary plan which says it is Unlimited as well and it is not.

  Business Response

  Date: 06/26/2024

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