Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

  • 2,608 total complaints in the last 3 years.
  • 671 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:07/01/2023

    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.
    Both phone lines belong to my account. And your rep refuse to transfer credit from ************ to ************?

    Business Response

    Date: 07/06/2023

    Hello,

    We have resolved this concern with the customer.

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


  • Initial Complaint

    Date:07/01/2023

    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.
    Two Issues: 1) Mint Mobile customer support places me into interminable phone queue and hides my account number and pin from me to prevent porting my number and 2) will not give clear indication about refunding my unused balances. See below for plan details and uploaded PDF.************** (Main "Family" Plan) and ************** (Daughter's plan) to port to ******** ********* ******* *************************** ************** Plan 12 Month | 5GB Plan Renews January 3, 2024 ****7298 |Expires 11/27 Balances left: ************** refresh 0.2 /5GB REMAINING Data renews in 2 days ******** Current Plan | Month 4 of 12 12 Month Plan | 5GB/mo Change Plan Next Plan 12 Month Plan | 5GB/mo Plan Auto Renews Mar. 23, 2024

    Business Response

    Date: 07/06/2023

    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:07/01/2023

    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.
    No service at my home. I need to switch away from the **Mobile network they use to the ******* network so that I can actually get service at my home. I have been on multiple chat sessions and multiple calls with hours and hours of waiting with no answer to simply get my account number and PIN to port out my phone number. Terrible ******************* They are holding my number hostage!

    Business Response

    Date: 07/06/2023

    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:06/30/2023

    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.
    Mint mobile wait times for calls is anywhere from 30 mins to 1hr. Youll get a rude customer service representative that is argumentative and unhelpful. Asked for a refund for the months that I will no longer have service with them due to the poor cell service and lack of customer support. After arguing with the representative she said she would process my refund and Id receive an email. Well no email . Trying to receive the account number and pin was ****** difficult. Then had to waste another 45 mins on another call to unlock the device again with a rude representative. We shall see if that was done currently. Not sure if the lack in customer support is due to it being sold to T-Mobile but very disappointed in the decline in service and care.

    Business Response

    Date: 07/06/2023

    Hello,

    We are currently looking into this matter and will reach out to the customer to provide a resolution.

    Thank you,
    Mint Mobile


  • Initial Complaint

    Date:06/30/2023

    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.
    Have tried calling and using chat support and have waited hours upon hours to get a human to get my account and pin info. It should be illegal customers have to call to get this information. This company is purposely not taking customers calls and leaving them on read on chat. I have been waiting to cancel this scam of a company for months. Reach out to me ASAP via email with my account and pin. Then go out of business thanks.

    Business Response

    Date: 07/06/2023

    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:06/30/2023

    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.
    On June 16, 2023 I paid $54.31 to Mint Mobile for a 3 month subscription to their phone and data service. The next day, the 17th, thorough testing was done with Mint Mobile and their technicians where the decision was made that the closest tower was just too far away from my location. The representative decided a refund was in order and to allow seven days for the refund. They said there would be no problem porting my number back to the former carrier.After 8 days of not receiving a refund, I contacted customer support who said that they would contact the office for the refund and send me an email.On June 28th, I received an email stating that the services were outside the return policy. I called them and *****, supervisor with ************** said that she would create a special supervisor case where they would credit the $54.31 within another seven days. I was told it would take 24 hours. After 24 hours of waiting, I called back and talked to **** with ************* who informed me that tickets could take a MAXIMUM of 48 hours and to call back if I didn't receive an email.After the 48 hour time limit I called back and spoke to **** with ************* who informed me that the ticket hadn't been resolved and to please wait another 24 hours even though the maximum of 48 hours had been reached.I wish to receive, per the return policy, the $54.31.Order Number: mt3060257 Refund Request: ******* Special Supervisor Ticket: Support-******

    Business Response

    Date: 07/06/2023

    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: 07/06/2023


    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:06/30/2023

    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 now waited in their "live chat" function for over 40min on two separate occasions and have waited on hold on the phone for 40min, with no response. I am simply seeking my account number and pin so that I can transfer to a different company. There is no way to access this information except by their chat function or "customer service" line.

    Business Response

    Date: 07/06/2023

    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:06/30/2023

    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 switch to another carrier and need my account number and pin number from **********************. I have been trying to contact them via chat app and phone since yesterday with no luck, they put me on hold for over 2 hours and hung up. Today Im trying again and still been put on hold for over 30min..This is ridiculous.

    Business Response

    Date: 07/06/2023

    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:06/30/2023

    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.
    Mint Mobile withholds the account number and pin required to let you port your number to another operator. Every attempt to ask for this information (which should be easily visible on the web portal) via phone and chat has resulted in the customer service passing me around to more customer service and eventually disconnecting me altogether without ever providing me with the info. As such Mint Mobile is a scam and a trap designed to never allow you to leave. I would caution anyone against signing up with them.

    Business Response

    Date: 07/05/2023

    Hello,

    We have resolved this concern with the customer.

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


  • Initial Complaint

    Date:06/30/2023

    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.
    On June 12 2023, I signed up for Mint Mobile and paid $200 for a full 12 months. Initially the service was fine, however, after 10 days, I started having dropped and break up calls. Also, texts would not process or fail. I found out that Mint Mobile is part of or operated my T-Mobile. T-Mobile has never had reliable service in MY area. Even the service rep at Mint admitted that there had been issues in my area and suggested I "use your home wifi" which doesn't make since. I realize it was after the "7 day guarantee" however, I am on a fixed income and can't afford to pay for service I'm not getting. In total, I had Mint for about 12 days, therefore, I expect to pay for a month of service but not for the entire year.

    Business Response

    Date: 07/06/2023

    Hello,

    In regards to this concern, we have contacted the customer and are currently working to provide a resolution.

    Thank you,
    Mint Mobile


    Customer Answer

    Date: 07/06/2023


    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.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.