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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

  • 2,600 total complaints in the last 3 years.
  • 666 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/30/2024

    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.
    I am a current Mint Mobile customer. My current plan is ending so I purchased a new phone and 3 month plan from Mint Mobile using the website. When I tried to activate my new 3 month plan Mint informed me I could not keep my number. If I wanted to keep my number I would have to purchase a plan extension and they would not credit me for my prior purchase. I did not activate the 3 month purchase. There is no reason I should not be able to exchange the new 3 month plan for a 3 month extension. They are the same price, same service level, etc.I attempted to communicate with Mint Mobile, *********************** Resource Team responded 1 time and then cut off communication to help solve my issue.

    Business Response

    Date: 05/06/2024

    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: 05/07/2024


    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:04/30/2024

    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.
    I tried switching to mint mobile but they were unable to process it, yet charged me $53.74. I ran to t-mobile the same day to set up service. My phone still does not work and Mint got $53.74. Their policy for cancellarion is to let service run out before 1st bill and of course they keep the $53.74. I believe this is unscrupulous to make me pay for something I don't have.

    Business Response

    Date: 05/01/2024

    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:04/29/2024

    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.
    410 months in a row, including other plans.Before this recent 12 month plan I bought.I have been plugged with data issues across multiple devices.My device says I have 4 to 5 bars of 5G yet videos do not buffer smoothly.Nothing loads correctly ever. I have contacted mint mobile multiple times only to be let around in a loop.All they do is reset something and then ask me to continue trying and the issues just continue. I can't use my data and haven't been able to smoothly. I have to restart my phone .multiple times just to get basic data functions to work.

    Business Response

    Date: 05/03/2024

    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

  • Initial Complaint

    Date:04/29/2024

    Type:Customer Service 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 signed up for service late 2023. I requested a refund because I have never received any service from mint mobile. The company doesn't have my phone number on record. I am being refused my refund.

    Business Response

    Date: 04/30/2024

    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,
    Mint Mobile

  • Initial Complaint

    Date:04/29/2024

    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.
    Mint mobile took $200 of my money and wont reimburse it. They have no legal justification that they can do this to their customers

    Business Response

    Date: 05/03/2024

    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:04/29/2024

    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.
    As a mint mobile customer, I paid $389 on 12/19/2023 for an entire year of cell phone service. The expiration of that prepaid service would be 12/18/2024. On April 25th, my partner asked me to join his cell phone plan with spectrum because we are moving and the coverage is better. I ported my number out of Mint Mobile on this day. I called Mint to ask for a refund for the remainder of the service that I paid for, but will not be using. So a refund for services already paid for from 4/26/24 to 12/18/24. **** denied the request saying they only offer refunds on purchases made in the last 7 days. No where on their website does it mention that if you pay for an entire year of service and do not use it all, you will not get that money back. This essentially theft. They are keeping money for services they are no longer providing to me. I would like my money back and for them to start using an honest business model

    Business Response

    Date: 05/03/2024

    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: 05/09/2024


    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:04/28/2024

    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 had purchased mints 6 month unlimited plan on 12/19. It worked fine for 2 weeks with the sim they provided but when I switched to esim it started connecting to mint edge every day with full signal without working. I spent a week contacting mint via phone and there tech support didn't work. Then it completely stopped working and I had to contact them via chat. The tech told me it's my phone and that it is not unlocked even though it is directly from ****** and worked fine before. So I contacted ****** and confirmed it wasn't my phone and contacted the next day via text. The next tech told me the same thing and to contact ****** so I did again and then went back and told mint the phone is fine. Now I have spent 1 week loosing signal and a 2 whole days with no working phone. The tech said that he can send mea physical sim as it was working before as his only resolution. I told him that I need a esim because I have a physical sim for work. I told him if he could give me a refund and he said that even though it is not working it is outside the 14 days so the no refund is possible. I told him that I checked the coverage and my house is covered and my pixel 8 pro is esim compatible per there checker and it is not working constantly specifically at my house. He still told me no refund because the service works as it should as long as I go back to a physically sim. I ported over the very same day to another carrier via esim and it has yet to give me a single issue.I have the complete chat logs screenshots from all the conversations from the last 2 days that I had absolutely 0 service and them claiming that it's my phone and that it's not unlocked and am more than happy to share with Mint all chat logs.I also had a issue with there system saying 5g is supported on a iPad mini just for only 4g to work. The representative just told me sorry no refund because we don't guarantee tablets work even if there own system says they are compatible even with 5g. Do not lie to get sales

    Business Response

    Date: 04/29/2024

    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:04/27/2024

    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.
    I paid $40 for a 7-day 10GB international data pass. When I returned to ***************** early on day 6, the pass shut off. I don't recall Mint ever indicating that the data purchased would not work in *****************, where ****'s operations and plan and my account are based. When I called Mint, they said there was nothing they could do about this. While I think Mint is a very good service with a consumer-friendly setup for domestic plans, this experience leaves me wondering why the add-on options are not more clearly explained (and why they are structured this way in the first place, since the data was purchased, why would Mint not make it available for the full 7 days at any international location including *****************?).

    Business Response

    Date: 05/03/2024

    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:04/27/2024

    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.
    I have the unlimited data plan with Mint mobile. I pay for this service yearly to get a discount. If I go over 40 gb per month they throttle my data down to crawl. I understand this is how plans work so no problem. For the last 6 hrs of my monthly plan they should have slowed my internet down. When the new month begins I have 40 gb of high speed data again but the system kept my speed throttled down. I have called twice and did the chat 1 time but they offer no help. Tell me if I cancel I get no refund. All I want is what I pay for. Not mad that they slow me down if I go over my data. I am very angry that 3 days into new bill cycle still have slow internet because of their system not resetting at bill cycle. Data I am using still coming off my 40 gb high speed plan but snail speeds. Reps offer no help and cannot just reset or turn off service then back on. I like Mint mobile. Very reasonable rates for service at 5g. I am very angry with this issue in their software. 1st rep told me I had roaming on. 2nd rep told me to reset data. 3rd rep said take out sim card and re-install. Very unprofessional. I told them it's their system to no avail. If Mint cannot provide me with what I pay for then I want to cancel and recieve a refund. I have encountered throttle issue with providers before but it is suppose to reset each month. At least I have phone and text! If Mint cannot fix my issue I want to cancel and refund for rest of my plan. Counting the 3 days into this cycle with no internet it will be 9 months at $30- or $270. Thank you!

    Business Response

    Date: 05/01/2024

    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

  • Initial Complaint

    Date:04/26/2024

    Type:Customer Service 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 renewed a 12 month plan for ******. I had the plan for 5 days and had zero data. I Called customer service to cancel within the 7 day window for a refund (as advertised) and was told that I used 5 gig so there is no refund for the ENTIRE 12 month's! The best part is that I was on wifi the entire 5 days and didnt use any data much less 5 gig.

    Business Response

    Date: 05/10/2024

    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 is NOT a BBB Accredited Business.

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