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:11/27/2023

  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.

  My friend placed an order using my unique mint mobile referral link on Oct 6, 2023. I have screenshots of him using my link and me sending my link to him. Unfortunately, mint mobile's referral process is so poorly built out that this process only works correctly about half the time. I've been told "I am sorry to inform you that the order does not reflect the referral link was used correctly". I'm sure this happens hundreds if not thousands of times per day and yet Mint mobile refuses to make any changes to their referral process. My friend used my link correctly and signed up for service. We are both owed referral money. Mint mobile is running a scam business.

  Business Response

  Date: 12/01/2023

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

  Customer Answer

  Date: 12/01/2023

  The $90 in referral credits has NOT been added to my account. Please correct this.

  Business Response

  Date: 12/08/2023

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

• Initial Complaint

  Date:11/27/2023

  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 signed up for their service in July 2023, and they were running a promotion for $15 a month unlimited talk and data. When I paid, they demanded I pay for a year in advance to get the discount, which was the $202, which I did. After a couple of days, I realized this service was not for me. The data already ran out, which was supposed to be unlimited, and the phone service dropped multiple calls. This is when I switched service providers to TMobile, who I currently use, and requested a refund. This process, to say the least, was a complete scam. they kept sending me to different people who would make up names and tell me they were working on it. In August, I spent at least 40 hours on multiple days and occasions of calling in, trying to get this refund. If this company had any integrity, they would contact me to rectify this. If further evidence is needed, I can provide call records, bank statement showing where I paid, and emails I received from someone named "****" who said they wouldn't be giving me my money back, as well as a response i received from the complaint i filed on your website. Thanks for your time and consideration, I am hoping that you can help me resolve this important matter.

  Business Response

  Date: 12/01/2023

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

• Initial Complaint

  Date:11/26/2023

  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.

  Switched my mobile carrier to Mint, and within 5 minutes of getting the confirmation email, my phone was suddenly filled with 15 new game apps that I did not give permission for. Mint immediately violated my privacy and information with this action, their customer support says that's not possible, but there are dozens of similar complaints online.

  Business Response

  Date: 12/01/2023

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

• Initial Complaint

  Date:11/26/2023

  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 have purchase family plan with Mint mobile My phone numbers are ************ ************ 412 961 **** 412 757 **** and for 212,32 on 10/29/2023.When I active my cells for ************ and ************, I was told by Mint mobile to set network connection on 2G in order to receive phone call. And the coverage was extremely poor, my phones do not ring at 3G/2G. When I set them at 2G, I cannot receive any text message at all. After 27 days of traumatizing, I finally switch provider.As soon as the above 4 numbers are working properly this morning, I call mint mobile for a refund (assuming 30 days customer satisfied period). I was told, they cannot do anything (no refund), because my numbers were "port out". I complaint about the poor network connection, and I was told my phones: galaxy A02s for *********** and galaxy A1 5G are too old; therefore they do not pick up the current 5G/4G coverage. I informed them both of my phones were purchase less than 24 months, the minimum should pick up 4G. I was told that I needed to call for their support before they were port out. I did call not support but with no responses. In conclusion, the agent from Mint Mobile told me absolutely no refund in my case.Kindly assist me in the above matter.I do want my money back.With Regards Je For Email: *************** Home phone: ************

  Business Response

  Date: 12/01/2023

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

  Customer Answer

  Date: 12/02/2023

  
  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,
  
  Je For
  
   
  

• Initial Complaint

  Date:11/25/2023

  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.

  Purchased 1yr service upfront and a new Iphone15 pro **** Found out that I was receiving voicemails that could not be retrieved. Contacted customer service who advised I had to set up a separate voicemail as their service could not use or work with the iPhones built in voicemail. There was never a disclosure stating that mint mobile service was incompatible with a phone which they sold me along with the service. Had this information been disclosed I would have never bought into service. I was told to file a refund request which I did only to be told that since 7 days had passed I was not authorized a refund. Mint mobile violated the contract by not making a full disclosure that their service was not compatible with a phone they sold. Therefore they should be held responsible and refund the remains service of 11 months.

  Business Response

  Date: 11/27/2023

  Dear *****,

  
  We sincerely apologize for the challenges you've encountered with our service and the inconvenience caused.
  To address this matter promptly, we will be reaching out to you privately to gather more details and work towards a resolution.
  

  Best regards,Social Media Support, Mint Mobile

• Initial Complaint

  Date:11/25/2023

  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 September 29, 2023, I called mint mobile to create a new wireless account. They took $53.33 from me in exchange for 3 months of service. I received an activation kit in the mail from them, followed their instructions, and was unable to activate. After two calls, on October 13th, a customer service representative told me I couldn't activate because I wasn't the primary on the ******* account that I was trying to vacate. (This, despite the fact that I told every person at mint mobile that I was on my sister's family plan and wanted to create my own account with them.) The rep told me he would give me a refund. I waited until the end of October to check my credit card statement, no refund. I called back and was told to look for an e-mail that never came. I called again, asked for a supervisor that gave me a refund code and assured me that I would receive an e-mail within 72 hours. No e-mail was received. I called again and was told my refund request was denied. FRAUD. They took $53.33 from me knowing they couldn't provide the service. I never had an active mint mobile account. Their policies wouldn't allow it. I need your help. Refund code: SUPPORTM-******. Transaction code MT3694110. If you could call them on my behalf and get my refund, I would be grateful. If not, please advise me on how to proceed.

  Business Response

  Date: 11/27/2023

  Dear ****

  
  We deeply regret the inconvenience you've experienced in setting up your Mint Mobile account, and we sincerely apologize for any frustration caused.
  To address this matter promptly, we will be reaching out to you privately for additional details.

  
  Best regards,Social Media Support, Mint Mobile

• Initial Complaint

  Date:11/25/2023

  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 paid for a full year service on Aug-16-2023 and the serivice never worked, got no phonecall service or data. this current month I requested to cancel the service and get my money back and Mint representatives insist there's no refund possible, while its just 3 out of twelve months of service I paid in advance. I think in America if you get nothing for what you paid, you have to get your money back, so far, no money back, its been a scam.

  Business Response

  Date: 11/29/2023

  Dear *************************
  We sincerely apologize for the inconvenience you've experienced with our service, and we understand the frustration of not receiving the expected phone call and data services.
  To address this matter promptly, we will be reaching out to you privately for more details.

  
  Best regards,Social Media Support, Mint Mobile

  Customer Answer

  Date: 11/29/2023

  I have not received any answer to my request to get refunded with the money I paid for a year.for.a.service that never.worked.

  I always believe.that in ******* if you pay for.a.service you dont get, you get.your.money back, and.thats all.I want.and have  no answer about.my money.

  Business Response

  Date: 12/06/2023

  Hello,
  In regards to this concern, we have taken a second look into this matter and a refund has been issued. Please allow up to **** business days for the funds to be credited back to the customers account.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 12/12/2023

  
  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:11/25/2023

  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.

  Mint Mobile coerced me into signing up for Auto-renewal and as such for putting my credit card on file. While I was at it I changed my plan based on their recommendations. Their first act the second my card was on file was to charge it for three months for their most expensive plan. I called and they said they would review my case and if approved they might refund my money for the three month plan that I never signed up for. Also if they approve my refund then they plan on charging me immediately for the new plan further tying up my assets for their convenience and gain. I would like an immediate refund, I'd like compensation for my time spent on call with their support team at my current rate of earnings of $64.42 per hour and since they have chosen to abuse the trust committed to them by abusing the use of my credit card on file I want to be able to cancel Mint Mobile service at my convenience with a full refund for the time the plan is not used.

  Business Response

  Date: 11/27/2023

  Dear ******,

  
  We sincerely apologize for the inconvenience you've experienced, and we understand your concerns. Rest assured, we take this matter seriously, and we are committed to resolving it promptly.
  To address your case, we will be reaching out to you privately for more details.

  
  Best regards,Social Media Support, Mint Mobile

  Customer Answer

  Date: 11/27/2023

  The business simply reached out to me to ask for more information their response contained no attempt at resolution and no offer of resolution that could be accepted.

  Business Response

  Date: 12/01/2023

  Hello,
  In regards to this concern, we have taken a second look into this matter and a refund has been issued. Please allow up to **** business days for the funds to be credited back to the customers account.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 12/07/2023

  
  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:11/25/2023

  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.

  My location in the supported, updated ****** Chrome browser is showing that I am in *******, ** when I am in **********. I called Mint Mobile from a landline on 11/25/2023 at 4:02 p.m. Eastern Standard Time and spoke to ***** who said that there was no way to document our conversationa and to prove that she had reset the network to reach the nearest tower. I also have not heard back from the online app support.

  Business Response

  Date: 12/01/2023

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

  Customer Answer

  Date: 12/01/2023

  No changes were made to the account as of my complaint and I have not heard from the company.

  Business Response

  Date: 12/07/2023

  Hello,
  In regards to this concern, we have attempted multiple times to contact the customer via email and 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: 12/08/2023

  I unfortunately did not receive any emails or phone calls from Mint Mobile that I did not respond to. 

  I am not sure where the disconnect is, and would like to know what email or phone call was made in reference to this issue.

  Adding a wallet credit of $45 that can only be used for data or international calling is not a feasible solution. I did not even know I was issued this until I received notice of this via the BBB.

  Business Response

  Date: 12/12/2023

  Hello,
  In regards to this concern, we have attempted multiple times to contact the customer with no reply using the email and phone number the customer provided on the ******************** form. If the customer could reach out to us at their earliest convenience at *************** , with the information we have requested, we would be happy to assist them in resolving this matter.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 12/13/2023

  I did not receive any phone calls or emails from Mint Mobile. I was the one who keeps having to reach out to ***************** I just recently reached out to Mint Mobile via chat and phone call.

  Business Response

  Date: 12/19/2023

  Hello,
  In regards to this concern, we have attempted multiple times to contact the customer with no reply using the email and phone number the customer provided on the ******************** form. If the customer could respond to the last email we sent, with the information we have requested, we would be happy to assist them in resolving this matter.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 01/04/2024

  I previously filed a complaint with BBB in regards to Mint Mobile. According to the BBB complaint response, someone at Mint Mobile claimed they were trying to reach out to me yet never received a response. I have gone through numerous chats as well as phone conversations with Mint Mobile, as well as a text test. Nonetheless, I am receiving phone calls and text messages from Mint Mobile themselves with no problem, and have no record of Mint Mobile reaching out to me via phone or text.

  Business Response

  Date: 01/10/2024

  Hello,

  Regarding this matter, we have attempted to contact the customer at email address provided on the form (
  *************************) with no reply. If the customer could reach out to us at their earliest convenience at *************** , with the information we have requested, we would be happy to assist them in resolving this matter.
  Thank you,
  Mint Mobile
  

• Initial Complaint

  Date:11/25/2023

  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 a loyal Mint Mobile customer with the phone number ***********]. On October 20, 2023, at 11:43 PM, I made a payment of $45 to cover three months of my phone bill, valid until January 20, ****. Enclosed, please find my bank statement and Mint Mobile Receipt as proof of this Receipt Transaction ID is ********. However, on November 22, 2023, I discovered that my phone suddenly lost service.I immediately contacted Mint Mobile's customer service team, reported the issue, and provided my account information along with payment evidence. Despite multiple interactions with customer service representatives, I have not received any resolution to date, and my phone remains unusable. This problem has caused significant inconvenience, severely impacting my business work and daily life.As a long-term customer, I have held ******************'s services in high regard. However, this experience has left me deeply disappointed, as I have paid for three months of service but cannot use my phone. I request that Mint Mobile addresses this issue promptly and provides reasonable compensation for the inconvenience and loss I have endured.I expect Mint Mobile to resolve this matter ASAP from the receipt of this complaint letter. Please contact me once the issue has been resolved to confirm that everything is back to normal. If the problem is not resolved within this timeframe, I will have to consider taking further actions to protect my rights.I hope you take my complaint seriously and act promptly to resolve this matter. Thank you for your cooperation.

  Business Response

  Date: 12/01/2023

  Hello,
  In regards to this concern, we have attempted multiple times to contact the customer with no reply. If the customer could reach out to us at their earliest convenience at *************** , with the information we have requested, we would be happy to assist them in resolving this matter.
  Thank you,
  Mint Mobile