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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.
  • 669 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:11/09/2023

    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 was going to refresh my subscription with them on the 8th Nov 2023, but go to a cheaper plan for 75$+fees instead of keeping the unlimited data plan for 120+fees.Somehow I ended up with ************* plan still, don't know if it was me being tired or the page refresh, but I could have swore I had the 5gb plan chosen.I then contacted them to get a refund and swap to the cheaper plan. According to mint mobile customer support they don't do any refunds at all for transactions continuing a subscription. To me that's insane that a company would be able to just not refund a less than 24h ************. Especially when the customer is still staying with the company.

    Business Response

    Date: 11/14/2023

    Dear ***************************,

    We sincerely apologize for any confusion and inconvenience you've experienced with your subscription renewal. To clarify any confusion one of our customer service agents will be in contact with you via email. 

    Best regards, Mint Mobile Customer Support Team

    Customer Answer

    Date: 11/14/2023

    I got a call from mint mobile customer resolutions November ***** in regards to my this BBB ticket

    They told me that they would make an exception and refund me, and let me go for the cheaper plan. They called me at 8:27pm to give me those good new.

    Now literally the next day, I get an email from Mint Mobile customer support saying that they will not refund the purchase and I quote "Now that you have made the payment, there is no turning back".

    This as absolutely insane, I wanted to stay with the company but they provide no resolutions towards returning customers, these kinds of business practices can't be ok

    Business Response

    Date: 11/17/2023

    Hello,
    In regards to this concern, we have taken a second look into this matter and a refund has been issued on 11/15/23. Please allow up to **** business days for the funds to be credited back to the customers account.
    Thank you,
    Mint Mobile

    Customer Answer

    Date: 11/20/2023


    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:11/09/2023

    Type:Billing 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 payed mint ***** $84.00 for a three month plan on October 27 2023 without any warning there going out of business January 1st ******************************************************************************************************************************************************************* for the last four digits of the card I used I gave it to them looking right at the bank statement they said it wasnt the right one.

    Business Response

    Date: 11/14/2023

    Dear *********************,

    We sincerely apologize for any inconvenience you have experienced. We are committed to investigating the problem and guaranteeing a solution. One of our representatives will contact you via email to work on this.

    Best regards, Mint Mobile **************** Team

  • Initial Complaint

    Date:11/08/2023

    Type:Billing 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 intended to pay $15.00 per month for one year, but not two plans: one for $25.00 per month for three months, then $15.00 per month for one year.

    Business Response

    Date: 11/13/2023

    Dear ***************************,

    We apologize for any confusion or inconvenience regarding your Mint Mobile plans. 

    To better assist you, one of our representatives will send you an email t clarify anything regarding the plans recharge and to better understand your case and seek any solution if needed. 

    Best regards, Mint Mobile Customer Support Team

    Customer Answer

    Date: 11/13/2023

    I sent an reply email to the email I received and all the company needs to do is to change my plan from three months to twelve months, so that I can pay $15.00 per month, rather than $25.00 per month.

    Business Response

    Date: 12/04/2023

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

  • Initial Complaint

    Date:11/08/2023

    Type:Sales and Advertising 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.
    11/08/2023 Activated sim card and was trying to get a plan set up when the app crashed and would let me in. Tried to chat 5 times on the chat with a customer service rep and they all kept closing the chat even though I was submitting a response every one to two minutes while waiting for them to reply. Called a half dozen times before actually getting to speak to a person. Finally was connected with an actual person. They tried to help me for over an hour and couldn't. they can't get my account working on the app and then somehow deleted my working account on their website. Pretty sure I am going to lose the phone number I have had for over 10 years. Then they asked me for my credit card information. I told them they had the last 4 digits already and they insisted they needed the first numbers too. I called back and asked another rep if this was normal and was hung up on. Then I opened the chat and asked if it was normal to ask for a personal sensitive bank information. They ended the chat. Had to call the bank and cancel my card now I have no working phone, and no bank card while they send me a new one. Mint Mobile is dishonest and horrible.

    Business Response

    Date: 11/13/2023

    Dear ********,

    We sincerely apologize for the frustrating experience you've encountered with our service. This is certainly not the level of service we aim to provide, and we understand the importance of resolving this matter promptly.

    Please expect an email from one of our experts to assist you further. 

    Best regards, Mint Mobile Customer Support Team

  • Initial Complaint

    Date:11/08/2023

    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 made a mistake and paid for a 3 month plan on my temporary number ************* October 2 2023), my number had been changed to a permanent number *************). I called Mint Mobile October 12 and explained what happened and was told that once i paid for a 3 month plan on my permanent number *************), i would receive a refund on the temporary number that i no longer had, I had not heard anything so i called again 10-16-23 and 10-27-23, i was then told that nothing had been filed for a refund and the time to file had now ran out, I asked to speak to a Manager and he told me that he could file a ticket for a refund (M-599360),My last call was November 8 to check on the refund, I was told that the refund was turned down, and the Mint Mobile operator put me on hold for 10 min then the call was cut off. I should not have to pay twice for service, Mint Mobile has lied thru this hole process, I am requesting my money back , Thank You *************************

    Business Response

    Date: 11/13/2023

    Dear *****,

    We sincerely apologize for the inconvenience and frustration you've experienced with our service and the refund process. 

    To address your concerns and investigate the refund issue we will be reaching out to you privately via email for further assistance. 

    Best regards, Mint Mobile Customer Support Team

    Customer Answer

    Date: 11/13/2023


    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:11/08/2023

    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 have been trying to switch from ******* to Mint since mid August. I live in *******, ******** and was told I could migrate my LG6 phone. For the past 4 months, my phone has not been able to make or receive calls. ******** and text also stopped working. Nobody returns calls, support tickets are canceled before they are resolved, you must go through their teir 1 service and start over every day re explaining your problem just to see no progress. Hours of my life wasted by their incompetence. Avoid this company and continue to over pay at other providers whose phone services actually work.

    Business Response

    Date: 11/13/2023

    Dear ***,

    We apologize for the ongoing issues you've encountered during your transition from ******* to Mint Mobile, we sincerely apologize for any inconvenience caused.

    To address your concerns and provide a **************** we will be reaching out to you privately for further assistance. 

    Your patience is appreciated.

    Best regards, Mint Mobile Customer Support Team

    Customer Answer

    Date: 11/15/2023

    I do not accept ****'s response of more empty promises. Successful resolution includes a phone that works, compensation for all my time they have wasted, and changes to their service/support model so no other customers suffer similar indignities. 

    Business Response

    Date: 11/20/2023

    Hello,
    In regards to this concern, we have attempted multiple times to contact the customer via email and 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: 11/20/2023

    Mint has responded via phone and email. Their message above makes it appear that I have not responded, which means s false. Mint is unwilling to replace my phone with one that will function on their network. They deceptively claimed the phone would work and now acknowledge their fault as well as the fact that their network has poor strength at my location. Previously, they deceptively claimed sufficient coverage. They also have acknowledged that they provided terrible service and wasted my time; however, they are unwilling to explain how they will improve their service model so as not to cause other customers similar anguish.

  • Initial Complaint

    Date:11/07/2023

    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.
    Company sold me a defective device. I attempted to have a representative to resolve the issue. They failed to do so. I returned the device. I still haven't received a refund. I have not been notified by anyone from Mint Mobile. They're a very deceptive and dishonest company. I'm advising them to return my funds asap.

    Business Response

    Date: 11/13/2023

    Dear ****,

    We sincerely apologize for the inconvenience you've experienced with our device and the subsequent challenges in resolving the issue. This is not the level of service we aim to provide, and we understand the urgency of your situation.

    To address your concerns and expedite the resolution we will be reaching out to you privately for further assistance. 

    Best regards, Mint Mobile Customer Support Team

    Customer Answer

    Date: 11/13/2023


    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:11/07/2023

    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 got a phone call /data service plan with MINT that has worked 1% of the time since I signed up 6 months ago. Currently the customer service tells me everything is alright but my phone says is not registered to any phone service. I wish it works, but to me is an empty promise, or a scam.

    Business Response

    Date: 11/13/2023

    Dear *************************,

    We apologize for the ongoing issues you've faced with our phone and data service, and we understand the frustration this has caused. 

    To investigate and address the service issues we will be reaching out to you privately for further assistance. 

    Your patience is appreciated

    Best regards, Mint Mobile Customer Support Team

  • Initial Complaint

    Date:11/06/2023

    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 am an existing Mint mobile customer.Yesterday, I need to a phone call and received a recorded message from mint mobile that my plan has expired and to pay to make it active.I proceeded to check Mini mobile website because I know I paid for a 12 month plan in June 2023 and yes Mint mobile website shows an expiration date of 06/24. I managed to send a chat request to Mint Mobile and request for a credit for the 2 days that this issue had happened. **** refused to acknowledged and give me a credit.

    Business Response

    Date: 11/09/2023

    Hello,
    In regards to this concern, we have attempted multiple times to contact the customer via email and 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:11/06/2023

    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 prepaid for 12 months of cell service with Mint Mobile, 4 months into my service the provider stopped providing me with said service. I spent hours working to resolve this issue. They were unable to trouble shoot and get my service to work. They simply said 'sorry, we don't know how to fix this issue.' This left me without a working phone, I then switched providers, in essence cancelling my plan. They are refusing to reimburse me for the remainder of my unused plan.

    Business Response

    Date: 11/09/2023

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

Mint Mobile is NOT a BBB Accredited Business.

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