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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:09/20/2023

    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.
    Received the Order on 9/8. Phone was a small iphone model, so was not happy with it. Also wanted a new number and they wanted to just transfer the old number.. Their promotion was buy 6 month service with new device get six months free. They said that is only if you are keeping your same number. Policy is you can return within 7 days. I submitted request for return on 9/11. I received an email from Customer Resolution Team on 9/14 saying I will be receiving an email with a return shipping label. I have since called an 9/1/8 and 9/19. Call is disconnected after about ten minutes when they say hold on we are working on this. A recording that said enter your credit card number came on also. I was not about to do that. I have also sent three f/u emails to CSR. I have never dealt with a company like this before. Most places send a return shipping label right away. I just don't get it.

    Business Response

    Date: 09/25/2023

    Hello,

    In regards to this concern, we have contacted the customer to get the device returned, once we receive the device a full refund will be provided to the customer.

    Thank you, 
    ****************** 


    Customer Answer

    Date: 09/29/2023


    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:09/20/2023

    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.
    in the briefest of explanation: I paid $83.18 to Mint Mobile account on 9/14/23 to reactivate my account after they cut me off. Then yesterday 9/19/23 they cut me off again !!!!Now Im only still with them because I cant change carriers and keep my number because mint mobile keeps saying I owe them !!! I have copied all of my bank and credit card payments and tried in vain to reconcile those with the gibberish they list on my account. I have screen shots of their unbelievably crazy billing/accounting system I CANNOT reach anyway at Mint . Why you ask ! Because I cant call them. I get error message to pay up !!I cant call my doctors office. I cant call my children. I cant call my mother . You get the picture. I cant text anyone either. So how am I supposed to try and retify the situation ? Am I supposed to pay them $83.18 every 5 days? RR should stay consider getting out of telecommunications business or get a better finance application.

    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:09/20/2023

    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.
    Refusal to release number porting to switch carries. Abusing policies and procedures to refuse providing account information regarding previous service

    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 have not contacted me to resolve the issue

    Business Response

    Date: 10/02/2023

    Hello,

    In regards to this concern, we have contacted the customer on 9/27/23 for additional details so we can provide a resolution.

    Thank you,
    Mint Mobile


    Customer Answer

    Date: 10/06/2023

    company still has not completely released the account.

    Business Response

    Date: 11/22/2023

    Hello,
    In regards to this concern, the port out information was provided to the customer to initiate the process.   If the customer could reach out to us at their earliest convenience at *************** we would be happy to assist them in resolving this matter.
    Thank you,
    Mint Mobile

    Customer Answer

    Date: 11/27/2023

    I have reached out this company on numerous occasion, and information has not been released

  • Initial Complaint

    Date:09/20/2023

    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 7/29 I received a text message saying I purchased a cell phone protection plan of $79, which I did not. I thought it was a scam, but I checked my credit card immediately and it was charged. So, I called mint mobile and told them I did not authorize the purchase and canceled the plan. I was told I will get refund in 30 days since I canceled the plan that I did not agree to purchase immediately. However, I have been calling mint mobile for six or seven times regarding my refund, and I still have not got one after over 50 days. I request mint mobile to refund me the $79.

    Business Response

    Date: 09/25/2023

    Hello,

    In regards to this concern, the bank was rejecting the refund due to a chargeback filed.  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:09/19/2023

    Type:Customer Service 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 this mobile service and have been complaining about the data since the first month. This month I have gotten absolutely NO data service, Ive called numerous times, and always get the same answer. Troubleshooting steps and then after theres no more left to do, they simply say they will escalate the case and that I have to wait 48 hours to get it solved and get a call back. This has happened multiple times and no one ever has called after my wait time, they simply say they tried calling me and got no answer and close the case. 20 days of absolutely NO service on my phone, my work tool. I tried another channel to ask for a solution: ******** And after days of chatting and explaining my situation and sending them screenshots of speed tests done on my phone that show the speed is around **** mbps they said my case was successfully closed.Unfortunately I dont have a record of me calling them since I first switched to their service, but they do have this on record.

    Business Response

    Date: 09/25/2023

    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: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.

Mint Mobile is NOT a BBB Accredited Business.

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