Business Profile
Mobile Phone Service
Mint MobileThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 2,629 total complaints in the last 3 years.
- 690 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:02/01/2024
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.
Believe customer service reps in ******************************** targeting mint mobile customers. Denied access to 2nd esim. Think stealing it. Also multiple security problems with their service & using hotspot to connect to other services like a visible cellular esim #. Could be visible problem too since esim imei for visible in chat help was same as mint mobile imei. Suspect intercepting chat room help room. And attempted spying phone malware, etc. service doesn't end until 8/15/24Business Response
Date: 02/07/2024
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 MobileCustomer Answer
Date: 02/26/2024
I received a letter dated 2/9/24 in an envelope postmarked 2/12/24. I received that letter by mail 2/16/24. That is not within the must reply within 5 days limit you gave me for disputing further. Hence the complaint ID above.
This is to inform you that I have not received any refund from Mint Mobile to a credit card that I am aware of. I need an amount being refunded.
In addition, as of this morning 2/22/24 6 am CST, calling my # with them ************ only says the subscriber cannot accept calls at this time. That is NOT canceling my # which is all I asked.
Mint Mobile customer support refused to authorize my final free esim with them. I am old. The questions they ask don't make sense to me. An esim is required to access your account for a phone code. The phone code keeps me from accessing my account to fix my own esim replacement.
However I think mint mobile people accessed my phone illegally during these help sessions.
I want the # cancelled! If the refund is to my account with them only I'll never be able to access it to use. Nor would I want to.
You're delayed mailing took 4 days. Before postal delivery. It's absurd that you demand a reply in 5 days.
Solve this. I prefer a mailed letter for visual reasons. But You may use this email to contact me.
Thank you for reopening this complaint. I do not want to go through a news agency. If you can't resolve it, I'll try a liw income attorney. Mint Mobile help is not helpful. I've been without a phone # for ages now.
Complaint ID ********.
*****************************Business Response
Date: 03/04/2024
Hello,
In regards to this concern, we have confirmed that a refund has been issued back to the original payment method used for the renewal. Please allow up to 7-10 business days for the funds to be credited back to the customers account. We have also confirmed that the phone number/account has been suspended per the customer's request to cancel the account.
Thank you,
Mint MobileInitial Complaint
Date:02/01/2024
Type:Order 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 have been unable to settle with this company, and now I have a bunch of trash and they have my money.Business Response
Date: 02/05/2024
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: 02/05/2024
I'M SORRY BUT I DO NOT KNOW HOW TO SEND THE EMAILS TO YOU. THEY HAVE NOT RETURNED ANY OF MY EMAILS IN ABOUT THREE WEEKS AND THEY CALLED ME ONCE YESTERDAY 2/4/24 SUNDAY MORNING. i WAS NOT HOME AND WHEN I CALLED THEM BACK THE GIRL SAID THAT SHE DID NOT KNOW WHO **** WAS. **** CALLED ME WHEN I WAS TYPING THIS HOPEFULLY THIS WILL BE SETTLED SOON. THANK YOUBusiness Response
Date: 02/12/2024
Hello,
In regards to this concern, we are currently working with the customer to resolve this matter. We will keep the customer updated until final resolution is found.
Thank you,
Mint MobileCustomer Answer
Date: 02/14/2024
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,
*******************************
Customer Answer
Date: 03/05/2024
**** at Mint Mobile told me that when he got the phones back from me that within two hours he would return my money, Well I got the return label from him saturday 2/17 and my son took the package to ***** Monday 2/19 and dropped it off. His company received it Monday 2/26 at 11:34am and it was signed for by M *****. I sent **** 2 messages and he has not returned either of them, Now he has the phones and my money. I have nothing.Business Response
Date: 03/11/2024
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:01/31/2024
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.
The mint mobile service is erratic at best and awful a lot of the time. I have currently an excellent connection for mobile data yet I can't even run a basic game of chessBusiness Response
Date: 02/07/2024
Hello,
There is no action for us to take in this matter as the customer has already ported out.
Thank you,
Mint MobileInitial Complaint
Date:01/31/2024
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.
Trying to port out an ATT business line to mint and getting nothing but run around. Apparently mint won't take the number unless its personal and that forces me to seek another provider as I do not want a to be stuck on personal ATT phone account for at least 30 days before they will transfer then number. Demand this is stated clearly on the web site when selecting a plan.They refuse to transfer the number so I am seeking a refund for temp phone # **************. Talked with them till I was blue in the face and got nowhere and a headache.Business Response
Date: 02/05/2024
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 MobileInitial Complaint
Date:01/31/2024
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.
On 11/20/2023, I bought and received a phone from Mint Mobile, order number MMO_361189. I had signed up for a 1 year plan with them under the 55+ plan. The phone they sent me was the wrong color. I had requested a blue phone and they sent me a white phone. I contacted them and was told that they would exchange the phone and would send me a shipping label to send the old phone back. I never received a shipping label so called them back on 12/24/2023 and was told that they were sorry and that the phone would be replaced, giving me a return authorization of CRT_105988. Still no shipping label was sent. I called them back on 12/31/2023 to again request that the phone be returned. At this point, the representative listened to my complaint and was told that they would expedite the return but the only way they could help me was to activate the phone and gave me a phone number. I did not want the phone activated. No shipping label was sent. At that point, I gave up on the color and decided to just use the phone. It did not work, if you tried to call out it would immediately go to Call Ended and if you tried to call in, it would go straight to voicemail. Texts worked but not calling. I had a mobile repair friend contact them and after over 30 minutes of working on the phone, she was told that the phone would not work on Spectrum wi-fi but would work just fine on regular calling. I tried the phone outside with no wi-fi and full bars. It still didnt work. On 01/04/2024, I called at 6:30pm I called and spoke with **** and **** who gave me a second return authorization number of CRT_108875. When I still did not receive a shipping label, I called on 01/08/2024 and spoke with **** stated I was past the return period but that he would personally talk to the back desk & get it done. I called on 1/31/2024 and was told no refund due to past the return period but that it was still covered under ******* warranty. I want a full refund at this point from Mint Mobile.Business Response
Date: 02/05/2024
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:01/30/2024
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.
On January 24, **** I paid $334 for a one year unlimited plan renewal. This plan before taxes and applicable fees is $360.I paid using PayPal which does not let you see which credit card will be charged before payment. Unfortunately, PayPal used a credit card I did not want to use for the plan renewal. That being said, I contacted Mint Mobile for a refund the same day. I spoke with the representative who was able to put the refund request in without a problem. Before authorizing the refund I asked the representative if the $60 credit on my Mint Mobile account would be credited back once the refund was approved. The representative assured me that my $60 credit would be put back to my Mint account. Unfortunately my $60 credit was not put back to my Mint account. The $60 credit was from a promotional offer in June 2023. I attached a screenshot of my transactions from my Mint Mobile account. Here you can clearly see there was $60 added to my account under a adjust order which says funds added. I received my refund to my PayPal account in the correct amount of $334. Despite contacting Mint Mobile representatives, I have been told by two different agents that they cannot give me back my $60 credit for one reason or another. They acknowledge the credit, but will not give me $60 back, even though the credit was unused, as the money I paid was refunded. All I want is the $60 credit, which is rightfully mine, to be added back to my Mint Mobile account. If you do simple math, its obvious that I had $60 in my Mint account since I only paid $334 after applicable fees and taxes for ************* data plan renewal. If I did not have $60 in my Mint Mobile account I wouldve been charged $393. I have spent so much of my time simply trying to get my $60 back. I tried multiple times to contact mint directly, but no one is helping me. Please just give me my unused $60 credit back. Thank you.Business Response
Date: 02/05/2024
Hello,
We have resolved this issue and the account should reflect the updates.
Thank you,
Mint MobileCustomer Answer
Date: 02/05/2024
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:01/30/2024
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.
I have tried since the beginning of December to return the phone. Finally got the return label and then they sent me another phone the end of December! I called but their customer service people were less than helpful. We sent that phone back as well. I have contacted Affirm to see if they can help me because the phone is financed through them. I just want my money backBusiness Response
Date: 02/05/2024
Hello,
In regards to this concern, we have contacted the customer and are currently working to provide a resolution.
Thank you,
Mint MobileInitial Complaint
Date:01/29/2024
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.
Purchased the 3month plan from online on 11/26/2023. I missed the 45day period of activation period and never used this plan at all. But Mint mobile refused to refund the plan I never used...Business Response
Date: 01/30/2024
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 MobileInitial Complaint
Date:01/29/2024
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.
The first transaction date was November 12th. This took over a month to resolve. The final order was done on the I believe the 18th of December. They then sent the phones. The phones were activated for a short period of time, and by the 22 we were trying to cancel the phone service. Their system is set up in ways that it takes 2-3 business days for responses or replies to inquiries. I went back and forth with them MANY times. They keep giving the response "back office denied it lets try again." They have told me they would send me return labels 5 separate times. Each time "the back office" rejects it. They can never tell me why. They just say it is denied and they can try the process over. The phone service has been canceled for over a month, but they refuse to send me return labels. Each time I spoke to them, they were supposed to Email me with results and log of conversation. EVERY TIME that didn't happen. Every time I contacted after I referenced to them that they were not sending emails. Each time I was told "we will make sure to send you it this time" but it never happens. It takes hours of time practically every phone call. I have dedicated literally over 20 hours on the phone with this company from start to finish. The automated system takes 5 minutes to get through just to talk to a person. Then three or four people later you can speak to someone in "management" that handles these situations. Every time I was assured that they were the one to be able to fix this issue and always failed. I just want to return their phones. Affirm is requesting me to pay for a service i don't have and phones that are not used, sitting in boxes anxiously waiting to be returned. Please help? I am at my **** end with this company. All of the reviews on your website have very similar issues. They need to be stopped from continuing services! I followed their procedures, they did cancel the lines, but won't allow me to return the phones. They have no physical stores to return them.Business Response
Date: 02/07/2024
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:01/28/2024
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.
Order number MT4149106 Ordered a sim card on Dec 13th Never received sim card Contacted customer service on Jan 28th, was informed of ********************************************* replacement sim card. My order confirmation does not mention a 45 day activation window. No warnings were given except for in the fine print.Also, CSR argues that 46 days have passed but they are including both dec 13 and jan 28 in this calculation which isn't fair.Business Response
Date: 02/02/2024
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
Mint Mobile is NOT a BBB Accredited Business.
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