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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

  • 2,624 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:07/11/2023

    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.
    Since I heard about mint being sold to T-Mobile, the service has been the most unreliable. I have the unlimited plan that I pay for 3 months in advance, we're nearing the end of month 1.I've talked with customer service 3 times in the last 2 days about how I couldn't even make a phone call or send a text and that my phone says its searching for service. The first agent said via chat it was my fault that things were running slowly because I've used my data, I told them even if that were true, I should still be able to make calls and I had no bars. Things aren't running slowly they're not running at all. Then they told me the usual, restart my phone, take out the sim card, and put it back in wait 30 min. That didn't work. so this morning I was able to call the customer service (I had 1 bar and the call kept cutting out) they told me to reset my network settings, so I did. I have 1 bar. This is so frustrating because I have to use my phone for work and what if something happens and I need to make a call?? This is totally unacceptable and I wont continue with Mint when my bill cycle is up.

    Business Response

    Date: 07/17/2023

    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:07/11/2023

    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 signed up for mint mobile two days ago and as soon as my phone switched it would not work at all and I contacted them and the service help was so slow I wanted to cancel since they said I had a seven days to cancel but they will not email me on it and I tried changing to a another company but they will not give me my account number and pin . they just keep giving me the run around and put me on hold . Please help my phone will not work and they are holding me hostage

    Business Response

    Date: 07/17/2023

    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: 07/17/2023


    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:07/11/2023

    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 purchased a plan from Mint Mobile.My debit card used to purchase the plan was reported as stolen and my bank discontinued it.I asked for a refund from 7/3/23 to 7/10/23 and they stated cant refund because the card wont allow it. I asked for a mailed check and they refuse.

    Business Response

    Date: 07/17/2023

    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:07/11/2023

    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 ********* my phone plan phone # ************ was automaticly renewed for $226.90 and two days later I changed my plan from Mint mobile to T mobile, after several tries talking to mint mobile custmer service and promising to refond for the time not used, so far no refond and the customer service in *********** are just brushing me of with double talk. You can contact me on my #*********** or my e-mail ***********************

    Business Response

    Date: 07/17/2023

    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:07/11/2023

    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 bought a cell line from mint mobile for 2 lines. I only received 1 activation code and despite calling, chatting and even showing a receipt for 2 lines but only 1 code to activate, I have been refused a refund and they still have not helped in activating my line. I bought service from them legitimately, and they still have yet to uphold what was sold. I bought 3 months and already lost 1 month.

    Business Response

    Date: 07/17/2023

    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:07/11/2023

    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.
    I have been trying to port out the number from mint mobile but had no success of doing so. The first couple of times, I had to have a conversation with the robot then let to an agent. After waiting ***** minutes each time, when an agent finally showed up, he/she just kept asking whether I was there even I can type my answer and see their question. and they closed the chat. for the third time, the wait was over *********************************************************************** the account number and pin.the phone number of mint is ************.after 2 hours, I am still chatting with agent at 11:33 pm with no solution.

    Business Response

    Date: 07/13/2023

    Hello,

    We have resolved this concern with the customer.

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


    Customer Answer

    Date: 07/13/2023


    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,

    Huaxing ***

     

  • Initial Complaint

    Date:07/10/2023

    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.
    I have had group messaging issues as a Mint Mobile customer for the past 2 months. I have called and chatted their customer service over 20 times. No one can seem to solve my problem, although nothing has changed on my end since signing up for their service. I spoke to Apple to see if its an issue with my phone, which they confirmed it was not. I even just purchased a new iPhone today to see if it was an issue, but now that my new phone is activated, the issue still persists.For 2 months, I have not been able to group message outside of iMessage and I cannot send or receive images from Android users. I have spent days trying to solve this issue but I am never able to get a resolution and often cant even get through to a customer service rep. ***** they have me try the same steps, tell me to restart and that they will call me back after 15 minutes and they never have - not once. Its pretty appalling service. This seems like it should have a simple solution, but this company is very shady. I honestly have no choice but to leave and ask for a refund. They actually arent providing the service that I am paying for and that is simply bad business.

    Business Response

    Date: 07/17/2023

    Hello,

    We have resolved this concern with the customer.

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


    Customer Answer

    Date: 07/17/2023


    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:07/10/2023

    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 July 8, 2023, I was researching cell phone providers, that would work for my needs. I had decided to check out Mint Mobile. After researching, I had decided to NOT go with Mint Mobile. This is when I realized, Mint Mobile, on my bank statement had charged me a total of $158.49. This was three different charges of $52.83 totaling $158.49. They had charged me, knowing I was not interested in a plan from Mint Mobile. I never changed a SIM or eSIM card from Mint Mobile. I simply want a refund and did not want any association with Mint Mobile.. They charged me anyway. I have sent emails and phone calls, to your customer service and was informed that "your refund will be paid in 72 hours, one rep told me she would research the matter and call me back". Never happened. The names that people informed me I would see a refund or say I didn't cancel within the 7 day trial period. I first requested a refund on June 18, 2023, which was before the 7 day trial period ends. The employees who can confirm this information are *****************************, **************************************************** and *************************. I have yet to receive a refund. I am also attaching a bank statement, that reflects the charges billed on the same day for the same amount.

    Business Response

    Date: 07/17/2023

    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:07/10/2023

    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.
    fraud prevention

    Business Response

    Date: 07/14/2023

    Hello,

    We have resolved this concern.

    Thank you,
    Mint Mobile 


  • Initial Complaint

    Date:07/10/2023

    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.
    I have started a new phone service and I am unable to get through to Mint Mobile to port my phone number to my new phone service. When I call customer service, I sit on hold for 15 or more minutes and give up. When I try the chat, I have the same problem. I have tried for a couple of days now and I feel I shouldn't have to wait this long for something that is done much easier at other phone carriers. I would like Mint Mobile to send my account number and PIN number to me by email so I can port my phone number to my new service.

    Business Response

    Date: 07/14/2023

    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: 07/15/2023


    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,

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

     

Mint Mobile is NOT a BBB Accredited Business.

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