Mobile Phone Service
Mint MobileThis business is NOT BBB Accredited.
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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 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:10/07/2023
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 satisfied customer of ****************** for a couple of years.In early August 2023, I paid for a full year of unlimited plan service in order to continue enjoying their services.However, around September 20, I discovered that I couldn't make a phone call to my doctor while on the road. Whenever I attempted a phone call, my phone kept saying that I had not paid for the plan and would disconnect the call.After numerous attempts to contact customer service, I was finally able to speak with a representative from Mint, who suggested that I refresh my network settings on my phone.I followed his directions, and it seemed to work initially. I was relieved, thinking it was just an isolated incident.However, for the next 3-4 days, I continued to experience the same issue. My phone kept insisting that I had not paid and would disconnect my calls, requiring me to reset my network settings daily.I also discovered that Mint failed to connect my phone number with my doctor and physical therapist, explaining why they didn't return my calls.I quickly switched to a different carrier and requested a refund on September 23rd.After explaining my situation, they assured me that I would receive a refund and that I would receive a confirmation email. However, I never received the email, and the refund has not been processed as of now.I called again today and learned that they had decided not to issue a refund at all.I understand the prepaid phone policy and its associated refund policy, which typically allows for a 7-day trial refund. However, I believe my case should be handled differently, as I was forced to switch due to their service failures.I was concerned about not being able to make a 911 call in an emergency situation, leaving me with no time to wait. I'm disappointed that I had to post this review on a public site.I would appreciate knowing ****'s final decision regarding my inquiry.Business Response
Date: 10/12/2023
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 MobileCustomer Answer
Date: 10/12/2023
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:10/06/2023
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.
Mint Mobile has not refreshed my data as of this date. Not sure if they are trying to steal my data. I have called twice today and did one chat. Two people kept telling me to wait until the 6th and today is the 6th and I would receive a notification. None of this has happened. So a third one tells me to refresh my app and turn my phone off and then back on. Where is my refreshed data? This company has to do better.Business Response
Date: 10/12/2023
Hello,
In regards to this concern, we have contacted the customer for additional details so we can provide a resolution.
Thank you,
Mint MobileCustomer Answer
Date: 10/12/2023
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. This complaint is resolved as my data was restored on the 30th day of the month instead of the 29th which I was being told by the representatives and miscommunication on their part.
Regards,
*************************
Initial Complaint
Date:10/06/2023
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.
10/2/23 ERRONEOUSLY ORDERED 3 MONTH PLAN AND LATER REALIZED THAT PLAN WAS ONLY FOR NEW CUSTOMERS. BEGINNING 10/3/23 SUBMITTED REFUND REQUEST THROUGH MINT SITE. ALSO CONTACTED LIVE CHAT EVERY DAY SINCE 10/4/23. ALL OF WHICH HAS BEEN A RUN AROUND TO AVOID REFUNDING $55.17 10/6/23 INSISTED TO SPEAK WITH A SUPERVISOR AND WAS TOLD REFUND REQUEST ONLY RECEIVED 10/5/23 AND WOULD TAKE ***** HRS TO REVIEW/PROCESS AND **** DAYS TO HAVE A REFUND.Business Response
Date: 10/10/2023
Hello,
In regards to this concern, we have contacted the customer for additional details so we can provide a resolution.
Thank you,
Mint MobileInitial Complaint
Date:10/06/2023
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.
Mint Mobile claims plans are $15 a month. No where do they state for new customers only as other mobile service providers do. It is ONLY for new customers so they should state that.Business Response
Date: 10/10/2023
Hello,
We have resolved this issue and the account should reflect the updates.
Thank you,
Mint MobileInitial Complaint
Date:10/06/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a purchased of iphone 15 promax at mint mobile website last Oct 2. . I didnt realized that the promotion that they are having which is 12 months of 5 gb service should need a mobile phone number from a different carrier. I got my phone yesterday, it toke me more than 6 hrs to activate it. I called today about the 90$ that i paid for 12 months service and I was told that they cant refund it. All i want is to get what I paid.Business Response
Date: 10/11/2023
Hello,
We have resolved this concern with the customer.
Thank you,
******************Initial Complaint
Date:10/05/2023
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.
Mint Mobile sells SIM cards that purportedly provide cellphone service. However, the card I received never worked and the company refused to provide a refund.Business Response
Date: 10/10/2023
Hello,
In regards to this concern, we have contacted the customer at the phone number provided for additional details so we can provide a resolution.
Thank you,
Mint MobileCustomer Answer
Date: 10/23/2023
Bought a SIM for phone service off Mint Mobile. It never worked and their tech support was unable to help me. When I filed a complaint with BBB, they claimed they called me to resolve the issue. They DID NOT.Business Response
Date: 10/27/2023
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 MobileCustomer Answer
Date: 10/30/2023
That company made absolutely no effort to contact me in the manner stated. I have no record of calls or emails. I also checked my spam folder to be on the safe side.
So, no contact. No attempted contact. This issue has not been resolved and I don't see any good faith effort to do so.
Business Response
Date: 12/04/2023
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 MobileCustomer Answer
Date: 12/08/2023
There still have been no attempts to reach me. None. Zip. ***** Zilch.
This business is not operating ethically or honestly. It has no interest in providing a working service or engaging with its customers.
Business Response
Date: 12/08/2023
Hello,
In regards to this concern, we have attempted multiple times to contact the customer at the email provided on this form 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 once we have the order number.
Thank you,
Mint MobileCustomer Answer
Date: 12/11/2023
This business has still made no attempt to contact me. They have my email address and phone number.Initial Complaint
Date:10/05/2023
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 9/19/2022 my wife and I purchased a combination phone and 2 years of prepaid cellular service from Mint Mobile. Upon receiving our phones and activating the *** cards only 1 year of service was activated. I contacted Mint, and they credited $360 to our account (via what Mint calls your wallet) in order to pay for the renewal of the second year when the time came. However, when our plans renewed on 10/1/23 the funds from our wallet were not used, and our credit card was charged for the full amount (the bill was for $394.12 including taxes and fees). I called Mint on 10/2/23 in order to have the $360 available in our wallet used towards the renewal and have our credit card refunded for $360. I was given a ticket number (SUPPORTM-595466) and told I would receive a phone call or email within 24hrs. Within ***** minutes of the support phone call being finished I received a text from Mint saying "$150 has now been added to your account. It will be automatically applied to your next renewal on Mar 28, ****." Upon logging into our Mint account, I saw that our wallet had been reduced by $150 and totaled $210. I checked our credit card and no refund had been initiated from Mint. I responded to the text mentioned above stating the necessary corrections to which I received another text stating "Your refund request has been denied..." I responded to this text stating that this was unacceptable and did not receive further response from Mint. We are expecting a $360 refund to our credit card from Mint and for the funds that were available in our wallet when the renewal happened on 10/1/23 to be appropriately used towards that renewal, not anything in the future.Business Response
Date: 10/10/2023
Hello,
In regards to this concern, we have contacted the customer for additional details so we can provide a resolution.
Thank you,
Mint MobileCustomer Answer
Date: 10/10/2023
We have not received any communication from Mint.Business Response
Date: 10/13/2023
Dear ****, we apologize for the confusion and inconvenience you've faced regarding the prepaid service and wallet credit. Our team is actively working on resolving this matter. We appreciate your patience and understanding. Rest assured, we will reach out to you privately to ensure this matter is addressed to your satisfaction. Thank you for your patience.
- Mint Mobile Customer SupportInitial Complaint
Date:10/05/2023
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.
Mint is offering an unlimited data service plan for $15 a month for new customers. I signed up my son for what I thought was the unlimited plan and paid $45 for the first 3 months. Yesterday, on day 28 of his first month he got a text saying he had used all his data. I called Mint customer support and they told me he was on the 15GB plan which is also $15 per month. When I explained that I had signed him up for the unlimited plan, they just kept giving me the runaround and saying I would have to pay more. I asked to be transferred to a manager or supervisor and they put me on hold for nearly an hour before they hung up on me.Business Response
Date: 10/10/2023
Hello,
We have resolved this concern with the customer.
Thank you,
******************Initial Complaint
Date:10/03/2023
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.
Yesterday morning, 20/2/2023, when I tried to call my wife *******************, I discovered that my call did not go through. Similarly, when my wife tried to call me (my cell phone number: ************), her call did not go through. Later on in the day, at 11:33 AM, my wife received an SMS from our cell phone carrier, Mint Mobile (Mint), saying that I am no longer a Mint Mobile customer. I did not receive any notification, explanation or justification from Mint fro why my service was terminated. I did not cancel my subscription with Mint Mobile, and I am fully paid for my service till the end of 2023. What we need now is for Mint to restore my phone service immediately.My wife is suffering from late-stage heart failure. She is now in cardiac rehabilitation. I need to be in phone contact with her throughout the day. Mints termination of my service makes it very difficult or impossible. If needed, I could provide medical documents about her condition.I am attaching a 9/27/2023 snapshot of my agreement with Mint MobileBusiness Response
Date: 10/09/2023
Hello,
We have resolved this concern with the customer.
Thank you,
******************Initial Complaint
Date:10/03/2023
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 12/22/22, I paid a total of $662($190 of it for 1 year of service). For a new phone and 1 year of service(with a discount) It was not clear that you had to be a new subscriber. When I tried to activate the year of service I was told I was not a new subscriber so it would not work. I then just wanted the year of service added to my current mint account (and I would pay the difference) They have basically told me no refund. I've called multiple times and emailed for a refund. I am attaching all communication from them. Please help me.Instead of helping me in any way even though I provided all the info they requested they just kept closing the refund ticket and I'd have to start over againBusiness Response
Date: 10/09/2023
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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