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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

  • 2,629 total complaints in the last 3 years.
  • 688 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:09/18/2023

    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 want to discontinue my service. They will not give me my account number so I can leave. I have a paid for unlocked **** dollar phone and they are holding it hostage. They're cell service is terrible. I want account. Account t numbers aren't listed anywhere,so you have to call and get the runaround. And get nowhere bcuz your call get conveniently disconnected.

    Business Response

    Date: 09/25/2023

    Hello,

    There is no action for us to take in this matter as the customer has already ported out.

    Thank you,
    Mint Mobile


  • Initial Complaint

    Date:09/18/2023

    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.
    On7/27/23 I pd. Mint Mobile $51.74 for(3)mos **. service 7/27-10/26/23 Unable to make/recvd any calls last 24 hrs. I spoke w"**** serv" oer 1hr. to NO avail! NEVER repaired. Customer serv kept telling me to remove sim card. Even after telling them I was UNable to do so! When I called to cancel my "service" they disconnected each time. CANCEL this please help?! I don't want my debit card charged after 10/26/23 by these crooks! It would be excellent if I can be refunded for no service 9/17-10-26/23.However, if not feasible? Please DEF CANCEL !

    Business Response

    Date: 09/22/2023

    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 7 business days for the funds to be credited back to the customers account.

    Thank you,
    Mint Mobile


  • Initial Complaint

    Date:09/18/2023

    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.
    My intent was to purchase a phone using their service plan for 3 months.I had a technical problem with my Mobile phone that would not take me to the phone purchase credit giver company Affirm. I traded at least 5 times with more than one ******** Service agent helping me. They talked me into spending $54.98 on the service. Then as the second step they said I would be able to buy the new phone. Since it was obviously not going go work on my device I very clearly said to cancel my account and send Mr the $54.98 refund ASAP. They promised me that it would take **** days to receive back my money. I waited 10 without a refund then called their ** today **** in the ******************. They said that my 9-8 refund request had never been processed and that it would take ANOTHER **** for me to get my refund which is not acceptable and why I need your help. It's an emergency as I don't get my next Social Security payment until **** and I'm already almost t** lly out of money. This is an emergency and I need my money back THIS week. The ** phone >number is ************. I first spoke with ***, then his supervisor ***************************, then his supervisor ****. All in the ****************** however Mint Mobile is based in Cost a Mesa, **********. The Order # is MT3577636

  • Initial Complaint

    Date:09/18/2023

    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 placed an order on Mint mobile site on 9/13/2023, at the time of ordering I chosed esim for fast access to mobile service. However, the esim sent to me did not work. I have contacted Mint mobile multiple times trying to resolve the issue but the customer service reps were not able to help. I was also sent another esim that still does not work. Upon checking with them again, a third esim was promised but I never received it. This has been a very frustrating situation. I have given up trying to obtain esim from them and request a physical sim to be sent to me. I made the request on Sunday and was told the ticket usually get processed from **** hours. So I online chatted on Monday to check the status as it's hard not to have mobile service, and was told I need to add a payment method then they can process the reqest. I do not feel I need to provide a payment method to receive a sim card replacement promised from the previous reps due to their system error of esims. The Mint mobile representatives need to be trained better as they provide inaccurate information to customers. I would also like to request a bill adjuestment for the days I couldn't use service because of the esim error.

    Business Response

    Date: 09/25/2023

    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:09/18/2023

    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 switched to Mint Mobile and paid them 3 months in advance. Since I switched I have no cell phone service and the only way to contact them is thru their "Chat" or telephone call. I did both and no one has helped. They wasted so much of my time. I requested a full refund within the time parameters they guaranteed- 7 day fulll refund policy and I still have not heard back from them. This company is a total scam. They take your money and do not deliver service. I need BBB to help me get a full refund

    Business Response

    Date: 09/25/2023

    Hello,

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

    Thank you,
    Mint Mobile


    Customer Answer

    Date: 09/25/2023

    They are misleading, decpetive, & sandbagging me.

    Until Mint Mobile fully reimburses me for all the problems they made, their is nothing to discuss with them.

    Business Response

    Date: 10/02/2023

    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 Mobile 


    Customer Answer

    Date: 10/04/2023

    I emailed Mint Mobile to ask them when they are refunding me.  They have not responded and have not issued my refund as of yet.

    Business Response

    Date: 11/22/2023

    Hello,
    In regards to this concern, we have attempted multiple times to contact the customer with no reply. If the customer could reach out to us at their earliest convenience at *************** , with the information we have requested, we would be happy to assist them in resolving this matter.
    Thank you,
    Mint Mobile

    Customer Answer

    Date: 11/22/2023

    No one from Mint Mobile has contacted me.  I emailed them several times and they have not responded.  Just send my refund, etc.

  • Initial Complaint

    Date:09/17/2023

    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.
    My bank card showed a purchase on September 8, 2023 for $83.74 on Mint Mobile. I have been using Mint's mobile service, but I have prepaid for everything. I do not have any impression of purchasing any new Mint Mobile products or services. I later found out that the $83.74 was used to purchase the ************************ provided by Allstate. Since I had previously purchased Mint Mobile's mobile services, Mint had been keeping my card information. I did not have any knowledge of this transaction. I canceled this service on Mint Mobile's app and the cancellation process clearly stated that there would be a refund. After the cancellation was complete, I received an email from Allstate that also stated that I could get a refund from the retailer. So I approached Mint Mobile's customer service and made it clear that I had no knowledge of this transaction, but they refused to give me a refund. I have requested a DISPUTE of this transaction from my bank (PNC Bank) and have changed my bank card. I hope you can urge Mint Mobile to give me a refund. And I believe my Mint Mobile account number is my phone number, which is **********.

    Business Response

    Date: 09/22/2023

    Hello,

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

    Thank you,
    Mint Mobile


  • Initial Complaint

    Date:09/17/2023

    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.
    My problem is simple, I purchased a phone a ****** Pixel 3 for a family member with the intention of activating it on mint mobile. I contacted them first ensured that this device was compatible and that I could use e-sim for quick activation. Once the phone came in I purchased the plan. Attempted E-sim activation only for it to fail. Well perhaps I made a mistake I thought. Despite my 15 years of experience in the IT field it's been known to happen. So I contacted customer service. I spent over an hour before I got to a representative, who then led me through the usual pre-canned troubleshooting and finally reissued a new e-sim which would take a few hours to arrive. I attempted the activation again this time following the instructions to the ** Alas errors again. I contact support again, they seem to think my phone is locked, but that can't be as my father physical mint mobile sim works fine. At this point i've spent over 5 hours on the phone with support and hold music. I ask them to simply send me a sim card, something you can get by signing up for a free trial, without any cost. They want 10$ for this service. I refuse and request a refund which has now been denied for being outside the 7 days, despite the service never being activated or used. I simply just want my money back. at this point I was told a refund would be issue on August 26th and it is now 9/17 and I still haven't gotten my refund.

    Business Response

    Date: 09/22/2023

    Hello,

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

    Thank you,
    Mint Mobile


  • Initial Complaint

    Date:09/16/2023

    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 purchased a plan with mint mobile, a 3-months 5gb plan, sim kit. Purchased on 09/14/23. I already had a plan with mint mobile on another phone, i still had 2months of paid service on my old phone. i wanted to purchase a plan for my new phone and keep my same phone number. And drop the old phone. now they say that can not port my same phone number on to my new phone and plan.

    Business Response

    Date: 09/22/2023

    Hello,

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

    Thank you,
    Mint Mobile


  • Initial Complaint

    Date:09/16/2023

    Type:Sales and Advertising 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 paid for 3 months of service on 9/1/23. I read there was a 7 day money back guarantee. I set up an eSim and started using the service. I had multiple issues with data and cell service. As a result, I ported out my number on 9/4/23 and I requested a refund on 9/4/23. There was a statement that says it may take up to ten days to issue a refund or something along those lines. I received an email on 9/9/23 and I responded to it with the information requested. I sent another reply to that email on 9/11/23 and have received no response.

    Business Response

    Date: 09/22/2023

    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 7 business days for the funds to be credited back to the customers account.

    Thank you,
    Mint Mobile


    Customer Answer

    Date: 09/22/2023


    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:09/15/2023

    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 ordered the *** card on Mint Mobile Website since ***** 27th and I have't received this card today. I trcaked this delivery which always showed delayed. Then I contacted the MInt manual assitant whose service was bad and he/she suggested me to cancel this order. I found the refund would minus shipping&handling even it is not my fault to cancel it.

    Business Response

    Date: 09/20/2023

    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 7 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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