Mobile Phone Service
Mint MobileThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 2,602 total complaints in the last 3 years.
- 667 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/20/2024
Type:Service or Repair IssuesStatus: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 Friday 3/15/24 I dropped my Mint Mobile phone and broke it. I called Mint Mobile and was advised that I needed to go online to purchase a new phone. I was also informed that I had only 1 month left on my plan and I could also go online to purchase a new plan as well. I was told that I could pay additional for the phone to be delivered overnight and once it arrived, I just needed to put the *** card in my old phone into the new phone. Although I paid for overnight delivery on 03/15/24, I did not receive the phone until 03/19/24. When I checked my account the 12 month plan was not added to the account. I called ****************** and was told that the 12 month plan could not be added to my account and that I had to get another phone and have 2 numbers. I said I was not going to buy a 2nd phone and have 2 numbers as I spoke with a Mint Mobile representative before purchasing the new phone and additional monthly plan. I was told I will not be given a refund and I should see if a "friend or family member" would want the *** card and 12 month plan. This absolutely outrageous.Business Response
Date: 03/26/2024
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 MobileInitial Complaint
Date:03/20/2024
Type:Delivery IssuesStatus: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 was unable to contact your service, aND then unble to connect it and phone..After several tries time was super important, sorry but I needed to have service immediately. Had already ordered and paid ther fisrt month 45.00.I have tried many many times to get someone to answer a phone,,FEW answers, 2 were humiliating, one women hung up! Beginning to think I did not belong with mint. Please refund, I will try to think better re Mint...***************************** a formen customerBusiness Response
Date: 03/26/2024
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
Date:03/20/2024
Type:Service or Repair IssuesStatus: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.
My friend ***************** order a phone and plan on 2/20/2024 from Mint Mobile, They proceed to cancel the order several hours later but took out of my American Heritage FCU account ****** on 02/21/2024. Mint Mobile didn't have the authority to do that since they cancel her order! Refer's number MT4593060 from Mint Mobile detailing issue. They said money will be return to my account 7 to 10 business days. Now it has been over 18 business days no money has been return to my account! ****************** has been giving ***************************** the run around about money returning to my account! Need for ****************** to stop the games return my money to my account! One more thing this is how you treat a long time Loyal customer of Mint ********************** by stealing.Business Response
Date: 03/26/2024
Hello,
In regards to this concern, we have confirmed that a refund was issued. Please allow up to 7-10 business days for the funds to be credited back to the customers account. The customer should also contact their bank to confirm the refund if they do not see the funds within the expected timeframe.
Thank you,
Mint MobileCustomer Answer
Date: 03/26/2024
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:03/20/2024
Type:Product IssuesStatus: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.
Assisting an elderly person, I helped him purchase a ************* plan using an adviser from Mintmobile on March 3. However, when the phone arrived and we went to set up his account, they advised us he was not eligible for the promotion they had sold him because he did not have an old number to import. So we cancelled the whole plan. They told us they would mail him a return label to return the phone. He never received it. It turned out when I called 3/19 that they emailed it to his (old) email address. I asked for them to please send a new label so I could return phone, and gave them my email address. This, apparently, has to be okayed by someone up the line, and I am now on my second day of trying to get this resolved. I was told yesterday and today, someone would call me back, but no one does, and I am not permitted to speak with whomever that is. I have paid $292.96 and want to return the phone and get credit. They have a "7 day limit" for returning a phone and cancelling a plan and I am afraid they are going to invoke this rule, even though the errors are theirs (both in promoting a plan not available to this person) and in emailing, not mailing the return label, as they said they would. (If they had said they were emailing the label, we would have made sure it came to the correct email!)Business Response
Date: 03/26/2024
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
Date:03/20/2024
Type:Service or Repair IssuesStatus: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.
On 11/16/2023 I requested a return for a phone that was mistakenly purchased. It was delivered by **** Easypost on 11/20/2023. The tracking number ********************** shows that it was delivered and left with an individual. I have contacted customer service at least four times to figure out how long it will take to have my refund processed. However, they still have not processed my refund ********************************************************************************** explaining why they have not returned my money. It seems that they have lost the phone, but that should not stop them from giving me my money since it was delivered to their facility and I have proof of that delivery.Business Response
Date: 03/26/2024
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 MobileCustomer Answer
Date: 03/26/2024
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:03/19/2024
Type:Customer Service IssuesStatus: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 and prepaid for prepaid phone service but was unable to install the Sim card in my phone right away *** to the simm tray tool that they sent with the card not fitting I AM NOW being told tha its too late to activate the simm card AND they will not refund my money I have never used the service I payed for.Business Response
Date: 04/12/2024
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 MobileInitial Complaint
Date:03/19/2024
Type:Product IssuesStatus: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 Mother ******************* prepaid for a years worth of service from Mint Mobile she passed away on March 8 Mint mobile is refusing to refund my mother's account $201.11. Her phone was erased and returned .Business Response
Date: 03/25/2024
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,
Mint MobileInitial Complaint
Date:03/17/2024
Type:Product IssuesStatus: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 been a customer of MINT for more than a year and was planning to renew the contract on May 22, 2024 when my contract expires. However, on February 16 2024, 2 charges appeared on my credit card statement which were, obviously to me, wrong. One was for $70 + taxes and fees for a phone protection plan I did not order. I have a older ******* S7. I never purchase a protection plan for something I buy.The second charge was for a international pass plan in the amount of $40 + taxes and fees. Since January 1 of this year I haven't traveled outside the country. The first occurance will be May 1. When I travel overseas I usually purchase a local sim for my phone such as ****** or Orange. I've been in touch several times with MINT thru their Chat option, as I'm hard of hearing. The first time I was promised that they would look in to the matter and call me back. I never received a call or a message. The second time I used chat I was promised a reversal of all charges after a lengthy back and forth "conversation". For one of the charges I had to make a phone call to get the credit, which I'm not planning to do, it should just be reversed. Mint initiated the charge. After I finished the Chat and the support person asked me to give him 5 stars I received within 5 minutes a text message from Mint that after looking further into the charges they would not reverse them because my complaint was not done in time.During the Chat I was informed that MINT keeps a copy of the chat, but in case they "lost" it I made a copy of it in a word document. The credit card company, Discover, is also looking into the case and is requesting more documentation of Mint.Business Response
Date: 03/22/2024
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 Answer
Date: 03/23/2024
my wife and I both listened to the lengthy message but were unable to understand it all. No direct phone# was left . It mentioned to keep the line open which we interpreted that we would get another call, which did not happen. The last time we checked the account the options we never selected were still active.
Conclusion: not resolved as far as we are concerned.
Business Response
Date: 03/29/2024
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 MobileCustomer Answer
Date: 04/04/2024
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:03/16/2024
Type:Service or Repair IssuesStatus: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 over to mint on 3/5/24 paid for 3 months. Ported my number over, so far they can not get my number to ring or text to come to the phone. Im only able to text out and call out. they told me my phone was to old so I had to buy a newer phone so i did...problem still there! ****** later! after 15 calls and complete run around with 7 back room ticket numbers i still can not get a call or text! WTF is wrong with this company and why do they think everyone in this world is stupid! The phone number when you call it is a complete busy signal and has been for over one week! the port programing is messed up and they need to fix it! I wand one month credit back, my number working 100% and paid back for the darn phone that wasnt the problem.Business Response
Date: 03/22/2024
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 Answer
Date: 03/23/2024
this is what I have replied to them twice now and they keep acting like Im not responding! They are acting just like the tech stuff all words and no action! Also still no SIM card received even after 1,week even though I dont need it. As mine was fine and is working. Heres my response.
So I ported my number in and they told me it was completed. I found out I could only send text and calls but couldnt get text and calls. I contacted tech support Fully explained the fact that I just stated plus the fact that when my number is called its busy! They had me do everything possible so many times, call after call, ticket after ticket. Then I was told my phone was not compatible even though it was CLEARLY stated on your website it was FULLY Compatible! They told me to buy a iPhone 8 or newer and then it would work. So I did.. and it didnt, same issues! Now 3 days and ****** bucks out of my pocket still no resolution. Now multiple tickets more and even an agent said a bad SIM card let me send you a new one overnight, still waiting on that3 days now! I took it upon myself to call Centurylink and talk with them and within 12 hours the problem was FIXED! The port wasnt functioning properly from the transfer and was partially blocked on their end! WTF, why was I getting the run around from your crew of 1/2 knowing technically lacking crew. Id like to be paid back for my time and phone that I had to buy and may you should tech support how to troubleshoot better and know that a SIM card doesnt create a busy signal.
Phone works fine now,
Let me know.
*******************Business Response
Date: 03/29/2024
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
Date:03/16/2024
Type:Service or Repair IssuesStatus: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 was promised a replacement sim card for my phone on March 7. The agent failed to complete the order. I do not have phone service and prepaid.Business Response
Date: 03/22/2024
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
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