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

  • 2,610 total complaints in the last 3 years.
  • 673 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:06/29/2023

    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 May 22 of 2023 I pre purchased a 3 month service plan from Mint Mobile, before my current plan (at the time) ran out. The amount is $120. In June I moved my home from ************* to ********, where I currently reside. As a result I am not able to receive any phone service at my current place of residence, and the surrounding area. Shortly after my move I called Mint Mobile, around June 15th, to inform them that my service no longer works in this area, and if I could receive a partial refund. They refused and cited their refund policy. It is my feeling that my unique circumstance falls outside the legal preview of their cancellation policy. Further, I feel their advertising is fraudulent as well. When it comes to their service coverage they claim to use T-Mobiles network, which is in my area, but it appears I don't have access to it through Mint Mobile.All I want is to be refunded the two months I wasn't able to use the service they claimed they could provide, but we're unable to. Which amounts to $80.

    Business Response

    Date: 07/05/2023

    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:06/28/2023

    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 just bought a new mint mobile sim. Attempting to port my number to the same carrier, and need my account number and account PIN. I'm unable to get a response from anyone at Mint Mobile. I have been on hold for over an hour, both on online chat and on call.

    Business Response

    Date: 07/05/2023

    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:06/28/2023

    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.
    Spent more than an hour on the MobileMint chat today trying to get my account # and pin. I was told twice that I was transferred to a queue to wait for an agent. Both times, my chat got disconnected after waiting more than 25 minutes. I've called in to try to get my account information (which is not available in my account portal or through any other way). The first time, I was on hold 52 minutes before I had to hang up to go to a meeting. The second time is still ongoing. I'm at 42 minutes and counting with no updates. I want to cancel and feel like my phone number is being held hostage. I need my account number and porting pin for my ****************** number ************.

    Business Response

    Date: 06/29/2023

    Hello,

    We have provided the customer with the requested information.

    Thank you,
    Mint Mobile 


  • Initial Complaint

    Date:06/28/2023

    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.
    Mint Mobile does not provide you with your account number or pin. You have to contact them to get this information. You need this information in order to keep your number when transferring to a new carrier. However, when you try and contact Mint Mobile customer service for this information, whether it is by phone, chat, or social media, once they know you are wanting your account number and pin because you're leaving their service, they do not respond to you. I have been trying to talk to someone for two days now with no luck. No one will help me. This company is basically holding me hostage to their service.

    Business Response

    Date: 07/05/2023

    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: 07/06/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********. It was resolved last week after waiting for a Mint Mobile agent to respond for 3 and a half hours on the second day I contacted them. It has now been taken care of and I consider this complaint resolved.

    Regards,

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

     

  • Initial Complaint

    Date:06/28/2023

    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.
    The business has provided a chat support line and customer support telephone number. The only way I can get my account number and pin to port out is to have an agent give me this information. I have no access to this information without assistance from Mint Mobile. I am attempting to port out of the service to another carrier and I cannot do so without an agent providing me my account number and pin.Over the last 4 days, I have spent a collective **** hours (and counting), on chat waiting to be transferred to an agent that can provide my account information. I have spent a collective 6 hours on hold on the phone, waiting to speak with an agent. And another several hours trying to contact Mint Mobile through ******** Reddit, and ********* My plan ended two days ago so I currently do not have an active phone carrier because Mint Mobile will not provide my account information. This is information necessary to switch to a different carrier and it is being withheld. Twice, an agent has come onto chat knowing I need my account number before saying that they need to transfer me to another department who can help me, only for no one to come back on. I have to rejoin the queue everyday. It is completely inappropriate that I cannot access account information that is necessary to change carriers.

    Business Response

    Date: 07/05/2023

    Hello,

    We have resolved this concern with the customer.

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


  • Initial Complaint

    Date:06/28/2023

    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 been trying to port my phone number out from Mint Mobile for over three days now. I will sit on hold for hours and people who barely speak English will answer say they have to transfer me and then hang up. I need my account number and pin from them and they refuse to provide the information I am requesting.

    Business Response

    Date: 06/29/2023

    Hello,

    We have resolved this concern with the customer.

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


  • Initial Complaint

    Date:06/27/2023

    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.
    Cannot contact anyone when needed including blocking er numbers.

    Business Response

    Date: 07/07/2023

    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:06/27/2023

    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 had Mint Mobile phone plan until today. Today I signed up for ***** plan and was trying to transfer my Mint Mobile phone number to *****. However, Mint Mobile illegally deactivated my phone number *************) to block mr from transferring my number to *****. This was totally illegal and wrong.I request Mint Mobile to reactivate my phone number *************) immediately so that I can transfer my number to *****.

    Business Response

    Date: 07/07/2023

    Hello,

    We have resolved this concern with the customer.

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


  • Initial Complaint

    Date:06/27/2023

    Type:Billing 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.
    In May 2023, Mint Mobile charged my annual renewal fee of $228.00. On June 27th I called them to close my account and turn off my personal phone because my work provides me with a free phone and service. After an hour on hold, Mint canceled my account but said it was against their policy to give refunds beyond the 5 day window after the renewal date. This was shocking news to me that a company could keep 11 months worth of my yearly fee.

    Business Response

    Date: 07/07/2023

    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: 07/07/2023


    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:06/27/2023

    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.
    The carrier refuses to engage in conversation with me. Im attempting to obtain my account and pin to port out to a different carrier. They have my phone number held hostage. This does not seem to be all that uncommon as I see multiple references online to individuals not able to port out. The company makes it very easy to sign up but near impossible to leave.

    Business Response

    Date: 07/07/2023

    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.

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.