ComplaintsforMint Mobile
Mobile Phone Service
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Complaint Details
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Initial Complaint
09/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Hi Account ********** ******* ******* ******************* Your customer service is absolutely atrocious. I spent 30 minutes going in circles with a customer service agent who doesn't know what they're doing. I got kicked off the app earlier today and I was trying to login. The customer service agent had me running in circles to get my password reset, and nothing worked. The app locked me out for an hour.The lockout message EXPLICITLY states "Please wait an hour or call customer care at 611' obviously that implies that customer care can unlock my account, right? Wrong!I spoke to **** today at 5:40pm EST and I expect you to pull the call recording because I know each call is recorded. I asked him, "how do i submit feedback" he says "go to the website" and then when I asked him where on the website, he couldn't find anything. I asked if there was anywhere I could provide feedback about the poor service I received. He said no. And then he said "who did you have for your previous provider?" I said "tmobile" he said "well you should just go back to them" i said "are you serious?" He said "yes"I need you to pull that call so you can hear exactly what he said to me. It is incredibly unprofessional. And there isn't a platform to submit feedback, except on your social media accounts.I also asked them, is there a countdown so I can know exactly how many minutes it takes to get my account unlocked? He said no. You need to fix this because it's a very basic feature. How do the customer service agents not know how long a customer has until their account is unlocked?**** said he couldn't provide me with that information either. I need you to pull that call.Business response
10/01/2024
Hello,
We have resolved this issue and the account should reflect the updates.
Thank you,
Mint MobileCustomer response
10/01/2024
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
09/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
December 28, 2023 $184.16 Mint Mobile provided a 12-month plan. I used part of the service and have a remaining balance of $60 in my account.I requested a refund of the $60 balance in my account since I no longer want to use Mint Mobiles services. The company initially indicated they could process the refund but later refused, citing that the transaction was made in the previous calendar year. This reason is invalid as the remaining balance is unused and should be refundable.After multiple conversations, Mint Mobile refused to issue the refund, suggesting that I use the remaining balance for future services, which I cannot do as I am porting out my number to another provider.I am seeking a refund of the $60 remaining balance in my account.Business response
09/30/2024
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 response
09/30/2024
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
09/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hello,I hope this message finds you well. I am writing to formally request a reimbursement for the international plan from Mint Mobile I purchased on September 15, 2024, for $20.00.While abroad, I activated the international plan (10-day Pass) to ensure that I would have access to mobile data and calling services. However, despite having roaming and mobile data enabled, I was unable to utilize the service at all. I repeatedly encountered the error message "not registered on network," which rendered my phone unusable for calls or data.During this time, I was only able to send 14 SMS messages and make 12 minutes of calls, which is far below the expected service level for the international plan. This experience has caused significant inconvenience, as I relied on your services to stay connected while traveling.Given the circumstances and the absence of the service provided, I kindly request a reimbursement for the $20.00 fee. I believe this is a fair request considering the lack of access to the services I paid for.Thank you for your attention to this matter. I look forward to your prompt response and resolution.Business response
09/25/2024
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
09/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
For years Mint Mobile offered an international roaming plan where customers prepaid for calls, messaging and data usage as needed. Funds for this program were added to an international roaming "wallet". **** discontinued the prepaid international roaming program and didn't offer customers the option of being refunded the unused portion of prepaid service. **************** has denied refunds and instead recommends using the unused funds on programs that don't interest me like advisors to help me learn how to use my cell phone. **** has refused to refund my $14.63 of unused international roaming I prepaid for.Business response
09/27/2024
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 response
09/27/2024
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
09/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I paid for a three month service agreement with Mint mobile and after almost one month I decided their services was not working for me. I moved the cell number over to *******. After moving that number over to *** I contacted **** about giving me a new number on their services to continue *** the remainder of the two months of service that needed to be held. They declined to offer me a new number and they denied me a refund. Please help me. I'm being strong armed by large corporate. I need help. I would, at this point, prefer a refund of the 30 dollars they owe me. Help!! The attached images are from an email and a Mint mobile chat who said I would get a refund..Business response
09/23/2024
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 response
09/24/2024
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
09/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I signed up for a line of service with mint mobile. After charging me I received an Esim that would not work at all on my phone. After requesting another one I had the same issue. The customer service for this business is non existent. Every person I spoke to could barely hold a semi-intelligent conversation long enough to provide me with any kind of help. After going through 6 more esims and being sent to apple by mint, I finally decided to cancel the service. I asked for a refund, the last *** I spoke to told me I would get an email for proof of the refund. I got nothing but a headache from this whole experience.Business response
09/23/2024
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 response
09/24/2024
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
09/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Paid for 15gb plan called multiple times to get it fixed spoke to representative who said it was fixed and processed still not getting what I paid for. Breech of the contract I paid for by the company. They either fix it or I move on to court.Business response
09/24/2024
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 MobileInitial Complaint
09/20/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I inquired about setting up a Mint Mobile account which I DID NOT complete. While on the phone on 9-18-2024 with ***** in customer service we decided this service was not for me. They charged my credit card and I was advised by ***** my credit card would not be CHARGED. Then ***** advsied I would get a refund. When I called 9-20-2024 and spoke to ***** she could not comprehend English, could not find my account, said I she processed a refund but how can she if she does not find my account. I have spent over two hours trying to no avail to get anyone to help me. Beyond terrible service. No on helps and disputing with Amex. I just want my refund and this company to never contact me again.Business response
09/24/2024
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 MobileCustomer response
09/24/2024
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
09/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I originally got Mint Mobile end of July 2023 for my phone and signed up online. Then I called and found out that my phone is not compatible with their service which is why it wasn't working. I asked then for them to cancel my service since this is the phone I would be using. Since then there has been some sort of confusion with my phone number that I was supposed to have and the phone number on file that I never got to use. This was the first week of August 2023. Ever since then I have still been getting charged every three months for their services. I have called repeatedly every three months for this to be resolved, every time with a promise that it was. FINALLY, in the beginning of June I spoke to someone who promised me a FULL refund with the confirmation number below. I did not receive a full refund like I was told, but partial refunds. I called again, again with the same ************ I am, almost a year later and I am still getting charged for services I never received. With record of every time I have called. It is so hard to get a hold of anyone that can do anything already with Mint Mobile. I have probably spend up to 8 hours at this point calling back and forth on the phone just to get this resolved and I am at an impasse.Business response
09/19/2024
Hello,
In regards to this concern, we have confirmed that the customer had auto renewal enabled on the account. We have also confirmed that the customer is currently working with our customer service team to disable the auto renewal on the account and process the refunds.
Thank you,
Mint MobileInitial Complaint
09/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I paid $260.44 to Mint mobile, my mom surprised me a few days before the bill was due with a phone plan and phone, they were supposed to refund me my money and instead they are saying my bank won't let the refund go through, so they told me to file a dispute with chime, which I gave done twice now and I still have yet to see the $240.66. I am struggling to afford the basic nessecaties because they won't refund me my money like promisedBusiness response
09/19/2024
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 response
09/19/2024
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,
****************************
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Customer Complaints Summary
2,628 total complaints in the last 3 years.
941 complaints closed in the last 12 months.