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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

  • 2,599 total complaints in the last 3 years.
  • 667 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:12/28/2023

    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.
    last year I purchased a phone from this company. I paid full price because this was supposed to be a new phone. The phone never worked properly if I make phone calls I have to use the speaker or else I can hear anything. I never called about the problem because I have been very sick but I finally was able to switch to another phone that works. However, the phone I purchased from Mint Mobile is locked and they refuse to unlock it even though I paid full price for it, they keep asking for the order number and I don't have that because I purchased the phone almost a year ago. So now I have to keep a phone that not only does not work properly, but it is locked and I can't even give it to my kids. I need Mint Mobile to unlock the phone because its mine, not theirs.

    Business Response

    Date: 01/03/2024

    Hello,
    We have resolved this concern with the customer.
    Thank you,
    ******************

  • Initial Complaint

    Date:12/28/2023

    Type:Customer Service 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.
    TIME URGENT December 28, 2023 Dear ********************: I write today as a long time and highly distressed Mint Mobile consumer, having been notified of the recent data breach of my (and others') personal information. Please be advised that as a result of this data breach, in addition to suffering severe panic attacks & emotional distress as a result of this matter, I have noted that my personal information may have been further compromised as a result of this matter.In consulting a local *********** Data Breach advocate, I have been advised of my rights in this matter, should I opt to proceed to litigation on this matter. However, to mitigate any further time and distress to myself, kindly accept this communication as a a request for urgent compensation pursuant to my email to ******************** on 12/25/2023.Please kindly respond within seven (7) business days to ensure that this matter is resolved amicably and at this level, prior to potential civil litigation and retaining of my consulted Counsel.

    Business Response

    Date: 01/03/2024

    Hello,
    In regards to this concern, we are reviewing the matter internally and will contact the customer for further information.
    Thank you,
    Mint Mobile

    Customer Answer

    Date: 01/03/2024


    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:12/28/2023

    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 referred my mom, ***********(phone number **********) on Nov 24th and she activated her plan on Dec 5th. Mint customer service guided us during the check out and using the referral link. We first used the referral link and bought a plan with e-sim card(Order #MT4014099). But we quickly realized the e-sim card is not working for her phone and the agent told us we must use the referral link to place another order for a physical SIM card and get the first order refunded. We used the referral link again as they said and placed another order(MT4014353). The first order got refunded and we received an email from Mint saying the second order went through and a statement saying"Your Refer A Friend credit is pending confirmation and will be added to your account within 15 days". I followed up with the agent that the referral link worked and they confirmed that for me and told me I just need to wait 15 days. After 15 days, my mom and I checked our accounts and there was no referral credit showing up so we contacted Mint. At first they stated that it has not been 15 days yet so I have to wait, which is definitely not true. The response of the second and third ticket is just a canned answer saying" You did not use the Refer-A-Friend link properly". It is just sending over my referral link and my mom click on it and it redirect her to the monthly plan option page. How could we not use it properly considering the Mint agent walk us through the entire process? We also received the email indicating we have pending referral bonus for the second order MT4014353. I sent the screenshots of the emails with the order number along with the pending referral confirmation to Mint and they refused to further investigate my case and give us the credits we are owed. I also got hung up on by agents and got a run around by asking to speak to a supervisor. My family has been with Mint for almost 4 years and this is how Mint treats their loyal customers and refused to provide any resolution.

    Business Response

    Date: 01/02/2024

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

  • Initial Complaint

    Date:12/28/2023

    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 put in to port out my number.. When it took more time than normal I got concerned. I called Mint to cancel the port. Mint assured me they canceled the port and took payment. Then when mint didn't work I called back numerous times and was told something different each time. The final call they told me that they had cancelled my account even though I had called to stop the port and made a payment. I need to try and get my number back. The other carrier says Mint has not yet processed my number port.

    Business Response

    Date: 01/02/2024

    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: 01/03/2024

    They e-mailed me on the holiday and I responded yesterday. I am waiting for them to get back to me. 

    Business Response

    Date: 01/10/2024

    Hello,
    In regards to this concern, we will attempt once again to contact/respond to the customer's email.
    Thank you,
    ******************

  • Initial Complaint

    Date:12/27/2023

    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.
    Extremely slow data connection since I started to use Mint Mobile. I have called on multiple occasions and gotten nowhere. I have been hing up on a few times when asking for a supervisor. Data is not usable!! 5G..... Not even close... more like 1G service!

    Business Response

    Date: 01/02/2024

    Hello,
    In regards to this concern, we have contacted the customer for additional details so we can provide a resolution.
    Thank you,
    Mint Mobile

  • Initial Complaint

    Date:12/27/2023

    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.
    My Mint Mobile account # is ************. I have been a customer of ****************** for more than 3 years. I am traveling internationally frequently, and I need a cell phone provider with better international coverage, so I made a request to port out my cell phone number from Mint to a different provider on December 23rd at 1:14 PM EST. The port did not occur successfully, (the new provider did not receive the phone number from Mint) leaving me without cell phone service.I requested help via the online chat on 12/23, and Mint initially responded that the port had occurred successfully, and closed my account. Ticket # ********* was opened, and an update promised in 24 hours.After no update within 24 hours, I request help again on December 24th. The agent on the online chat told me that the port had occurred successfully and that my account was closed. My new cell phone provider continued to tell me that the number had not been transferred. Mint promised an update within ***** hours.After 48 hours, on December 26th, I requested help again. The agent notified me that my account had been closed for non-payment, and that the port had not successfully occurred. I still had 2 months of payment left on my account, so this does not appear to be true. A new, "escalated" ticket was created under L2-143240, and an update promised within 24 hours.Now, on December 27th, I have been without cell phone service for almost 5 days. I have been unable to get any update from Mint about the status of the account, the status of my phone number, or what steps can be taken to fix the situation. I have been promised updates 3 times, and received nothing. I have been told multiple things, some of which were demonstrably false. I only want Mint to port out my phone number. I CAN NOT be called, because I do not have a working phone number, but I am reachable by email. Alternatively, you can call my fiance at ************.

    Business Response

    Date: 01/02/2024

    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:12/27/2023

    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 double charged me $263.16 on 6/30/23, they are refusing to refund my money for the accidental charge.

    Business Response

    Date: 01/03/2024

    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

  • Initial Complaint

    Date:12/27/2023

    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.
    On 12/21/23 I transferred my phone service to Mint Mobile with a 3 month payment. They informed me that my phone number would transfer within 48 hours. It is now 12/27/23 with no resolution. I've contacted and spoken to several people informing me that this issue was being escalated. Each time I receive a new expedited ticket with a promise that the issue would be resolved by tomorrow. Well, several tomorrow's have come and gone without a solution. I was denied access to speak with a supervisor or given a number to voice my dissatisfaction. They will not release my number and allow me to transfer to another carrier.

    Business Response

    Date: 01/02/2024

    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

  • Initial Complaint

    Date:12/26/2023

    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 December 26th 2023 I re-upped my 3-month membership for mint mobile. Tonight at 7:15 p.m. my phone is just buffering and buffering and buffering. I ran a speed test and as you can see even the speed test says my internet connection is slow. I did not pay for slow. I paid for 5g. I was promised 5g. I was also promised unlimited data. After 40 gigs my phone becomes unusable. They throttle you down so much your phone is unusable. Many many times I have had to purchase additional hotspot just to get my phone to work! This company is a fraud everybody knows it. I want a complete refund for the money I paid yesterday and I will gladly go somewhere else! I want somebody in corporate to contact me. I have spent so many many hours on tech support with mint mobile it is not funny!

    Business Response

    Date: 01/02/2024

    Hello,
    We have resolved this concern with the customer.
    Thank you,
    ******************

    Customer Answer

    Date: 01/04/2024

    Good afternoon. I was just contacted by a representative of mint mobile. I thought it was strange that I was not contacted through the better Business bureau. Pretty much basically they're not going to do anything for me whatsoever absolutely not. They will not refund me any amount of money so I can go elsewhere and they want me to continue to spend many many many hours troubleshooting their low quality service. I informed the gentleman I would like to do this through the BBB website so the better Business bureau could see their lack of care and response to a paying customer. Please advise. I am not happy with this outcome at all. Thank you so much happy holidays

    Business Response

    Date: 01/10/2024

    Hello,

    Regarding this matter, the customer confirmed via email that the issues had been corrected so there is no further action for us to take.

    Thank you,

    Mint Mobile

  • Initial Complaint

    Date:12/26/2023

    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 tried switching from cell service from T-Mobile to Mint Mobile on December 19. The recommendation was to use an eSIM on my iPhone. After 4 days Mint Mobile could not produce service that didn't fail after 3 to 5 hours. After the first failure to connect to the Mint Mobile network I needed to speak to Mint Advisor. Mint Mobile charges $15.00 to speak to the Mint advisor. That purchase occurred on December 20. After 4 days of intermittent network connectivity, and 4 different eSIM attempts I decided to go back to T-Mobile. I filled out the refund form on Mint Mobiles website. They refunded the service fee of $56.20. I asked for the $15.00 back since this fell with the 7-day refund policy was denied. ---------------------Mint order number MT4190029 (Refunded and no issues)---------------------On my credit card (CapitalOne)Dec 21 MINT MOBILE Phone/Cable ************ ******* $15.00

    Business Response

    Date: 01/02/2024

    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

    Customer Answer

    Date: 01/02/2024


    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,

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

     

Mint Mobile is NOT a BBB Accredited Business.

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