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Business Profile

Mobile Phone Service

Mint Mobile

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

Customer Complaints Summary

  • 2,605 total complaints in the last 3 years.
  • 670 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/26/2024

    Type:Product Issues
    Status:
    Resolved
    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 products from Mint Mobile on 01/15/24. It is now 02/26/24 and I still have not received my items. I paid them $383.42 for a phone and phone plan. ***** unfortunately lost my items and I created a case and they confirmed that the items are gone and that I needed to contact Mint Mobile to get my refund. However, Mint Mobile is bound and determined that ***** definitely has my items (even though they've confirmed they don't) and they refuse to give me my money back. I have called and called and emailed them and they absolutely do NOT communicate efficiently to help their customers. They keep saying that they can't give me my money back until I've returned the items...that I don't have so I don't know what to do anymore. My order number is MMO_381170 and the ***** tracking number is ************

    Business Response

    Date: 03/01/2024

    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,
    Mint Mobile

    Customer Answer

    Date: 03/04/2024


    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,

    ***********************

     

  • Initial Complaint

    Date:02/26/2024

    Type:Billing Issues
    Status:
    Resolved
    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.
    the monthly amount to mint moble is $86.00 they ****** as $***** per month which according to there ad should be $15.00 per month they told me after 3 month the rate would be $ ***** per month so I paid that December 23 2023 for three months but also said I would be getting 3 additional months for free they did not uphold that so I switched to another cell phone company and trid to get my last $***** refund from them and they are unwilling to pay me it would have ended March 24 2024

    Business Response

    Date: 02/28/2024

    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,
    Mint Mobile

    Customer Answer

    Date: 02/28/2024


    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:02/26/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Did not state for only the first 3 months on TV and no disclaimer

    Business Response

    Date: 03/01/2024

    Hello,
    In regards to this concern, the cost of our plans after the introductory period can be found here *********************************************
    Thank you,
    Mint Mobile

  • Initial Complaint

    Date:02/25/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 purchased a plan from Mint Mobile that was activated on 2/10/23 (************ / ******* Galexy A12 Order #MT4496147). Since activation I have not been able to access my voicemails. On 2/16/24 @ 2:55 I called to have issue resolved and spoke with ******* / Philipines. After 20 minutes of attempting to fix issue she assured me that issue was resolved with no result. I called back 2/17/24 @ 4:19pm and spoke with ****** / ********** that spent another 20 minutes attempting to fix issue with no result.On 2/18 @ 1:53 ******** ****************** created a tech support ticket # L2-192808 / and assured me that your tech support team would contact me the following day (2/19/24 @ my work # ************). They never contacted me.Their system made me create a new account after which I was unable to retrieve important unheard previous messages.Their system would not allow me to create a greeting AND I STILL HAVE NO VOICEMAIL.On 2/20 I called and asked to talk with a supervisor / ***** that assured me she would have someone get back to me to fix issue NOBODY EVER DID. On 2/21 @ 6:59 I spoke with **** and asked for a supervisor / 7:11 *** tried several x's to get my voicemail to work without success and created another ticket L2-195428.She assured me that a tech would get back to me. NOBODY EVER GOT BACK TO ME????I need to be able to access my voicemails. Please help me to get this issue resolved,Thank you,*********************************** ************ ********************

    Business Response

    Date: 03/01/2024

    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: 03/04/2024

    The original complaint I lodged is ******* clear.
    Unfortunately **************** did not take the time to read it thouroughly or take any time to review the 2 tickets that his reps created.
    I have wasted hours (time I don't have to waste) and gone through great frustration trying to get them to figure out how to make my voicemail work so I can greate my own greeting and retreive voicemails.
    When I try to retrieve my voicemails it states: "Your call cannot be completed as dialed"???????


    ONE MORE TIME:
    Since I began service with mint, I have not been able to access my voicemail.
    I have called customer service on several occasions,wasting valuable time with reps that were not capable of getting my voicemail to work (as cited in original complaint).
    They generated several tickets (also cited in complaint) but their tech staff never got back to me when they were supposed to.

    ONE MORE TIME:
    I need to be able to access my voice mail.
    Mints system made me create a new account, after which would not let me create a greeting.
    When I try to access v mail messages it states "Your call cannot be completed as dialed"?????????
    There are unheard vmail messages previous to my Mint account that I need to access.





  • Initial Complaint

    Date:02/24/2024

    Type:Product Issues
    Status:
    Answered
    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 submitted a previous request and they were supposed to reach out about a resolution. They did not. When I contacted today, they informed me my account wasnt active.

    Business Response

    Date: 03/01/2024

    Hello,
    In regards to this concern, we will attempt 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:02/24/2024

    Type:Product Issues
    Status:
    Answered
    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 2/19 the mint mobile agent ******** said that I would have my refund of $491.90 with in 4 -24 hours. CASE: CRT-******. As of this morning I see no refund.Order: MT4108561 Name: ********************* Email: ************** Callback Number:************ Email you used for PayPal: ************** Return Tracking: *********************************************************************************************************************

    Business Response

    Date: 03/01/2024

    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,
    Mint Mobile

  • Initial Complaint

    Date:02/24/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Back in October of 2023 I attempted to switch my cellular servoce to Mint Mobile and purchase a phone through their finance company Affirm, for $1084.After multiple attempts and many hours on the ************ with Mint customer service I was not able to properly activate the cellular service.Mint stated they would send me a replacement sim card, which after waiting a week to arrive I was then told by Mint it was never mailed.At this time I requested they cancel the cellular service and I would switch to another cellular carrier.Upon attempting to switch to another carrier I became aware that Mint had locked the phone and I was not able to activate with another carrier until they unlocked it.After multiple calls & chats with Mint customer service they told me they would unlock the phone in ***** hours.When I followed up as to why the phone was still not unlocked I was told by Mint that they do not lock the phones ****** does, which is not true.After much frustration, many lies by Mint and a useless locked phone I went to BestBuy, bought the exact same phone unlocked for $1084 and activated it immediatley with my new carrier.At this time I mailed the locked phone back to Mint.Mint attempted to mail the locked phone back to me which I refused delivery.Many phone calls and many hours on the phone with Mint supervisors over several weeks who told me they would research and get back to me with a resolution none did.I spoke with someone at Mint who assured me they would process the refund but didn't.I even had a conference call with ************* on the line and Mint representative told Affirm the refund was processed, but it hasn't been processed.Now in late February I am notified that my credit scpre dropped 49 points in one day because of the delinquent notices reported to credit bureaus by Affirm.So now Mint has the locked phone, the $1084 and are causing my credit to be adversely affected.Please assist iin processing refund from Mint to Affirm.Ty

    Business Response

    Date: 03/01/2024

    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,
    Mint Mobile

  • Initial Complaint

    Date:02/23/2024

    Type:Product Issues
    Status:
    Answered
    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 mint mobile for a 6 months plan for four lines. I did not know that there was an expiration date on the *** cards however I got an email less than 48 hours ago saying that today was my last day to activate the *** cards. I called up to see what I needed to do and the representative told me I needed to get a PIN number from my current provider to transfer the lines then I had to pay off all of my devices and that I would have an extended period before it expired do so. I did it all today before the deadline (according to the email). I called back to activate the *** cards and the girl tells me that I have to get the phones unlocked from ******** Then I call back in the girl puts me on hold for quite some time and then hangs up on me. Then I called back and they told me that the *** cards were expired and told me to screenshot the email and put it in the chat which I thought was ridiculous but I did it anyway. The chat guy tells me to take it up with the bank and have the funds reversed which is a joke because it's been 3 months now. I have attached an email from yesterday which caused me to spend money that I didn't have to to pay off my devices this morning to activate according to the email. If somebody could please reach out to me to try and make this right either send me new *** cards or refund my money I would greatly appreciate it

    Business Response

    Date: 03/01/2024

    Hello,
    In regards to this concern, we will attempt 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:02/23/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    As mint advertised, I pre-paid to Mint $200.02 (180 for 12 month + ***** fees) on July 22, 2023 to have phone service for 12 months, period of 08/24/2023-08/24/2024, so to maintain. As of Feb 19. Mint disconnected phone service, I called a few times, no resolutions. Mint obviously still own me 6 months and 6 days of service that I've already paid Mint upfront.Mint needs to resume the service as they agreed. They gave me all kinds of bogus reasons, and when I gave them correct reasons, they continue to give me different bogus reason that I changed plans to more expensive. They took my money and stopped the service. I need them to repay me back my money, OR continue to provide phone service as agreed in the contract until 08/24/2024.

    Business Response

    Date: 02/28/2024

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

  • Initial Complaint

    Date:02/23/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    It was advertised by Mint Mobile for over a year by ************************* (R.R.) that for all new subscriber with a 'family plan' members will get a low $15 per month. I bought on August 2023 my phone and a plan.then I created a family plan witch I added my daughter (********************************* cell# ************).while adding my daughter I had a customer support on the line with me to be sure I do thing properly. First invoice was $120 for 3 months. Now just renew to again $120 on February 2024. I called customer service to complaint about I never got my $15 per month and they simply hiding behind rules and conditions not advertised on the ** advertisement by R.R. AND they states they don't hide like big company behind that they are transparent! I feel that the whole thing is a scam. NEVER got a chance to get the price as advertised.

    Business Response

    Date: 03/01/2024

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


    Better Business Bureau:

    Mint Mobile customer services called me to review my case (complaint) and they agreed on my complaint. They offered a $75 credit for not having the change to enjoyed the $15 per months advertised in July 2022.

    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 ($75 credit in my account), if it does, I will consider this complaint resolved.

    Regards,

    *********************************

     


Mint Mobile is NOT a BBB Accredited Business.

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