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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

  • 2,608 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:06/24/2023

    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 opened an account for cellular service with Mint Mobile. he service could never be set-up correctly. I simply requested my account number from them so that I could ********** service with another provider and still have not been given my information. Multiple calls and online chat sessions still have not resolved the issue. They are making it impossible to cancel service and get the necessary information for me to have safe reliable service elsewhere.

    Business Response

    Date: 06/27/2023

    Hello,

    In regards to this concern, we have found that the customer was able to successfully port out.

    Thank you,
    Mint Mobile


  • Initial Complaint

    Date:06/24/2023

    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.
    Multiple times this year, I have recieved offer of $400 off the ****** Pixel 7 Pro phone bundle with plan from Mint Mobile. Even now Mint Mobile has promised to honor this offer before or during i make the payment. However, I am not seeing $ 400 off the phone device when i make the payment. I am just seeing $ 300 off and Mint Mobile has promised to made adjustment (offer credit of coupon) but I am not seeing this notion in action.I was made this offer multiple times and due to confusion of the number porting somehow the purchase did not go through in Jan and Feb 2023.Agent: Mynz - ID: ****** and Supervisor ****** of Mint Mobile were unable to fulfill the order but had promised this offer at any time when i want to place the offer. I was told this because they were not clear about the number porting process.i intended to place later as I have been attempting to make this purchase if i get $400 off (the device). However, even after promise from Mint Mobile, i am just seeing $ 300 off.Unlimited plan offer stays the same ranging from $ 90 for (6 months for 5GB Data) and 6 months free,and $ 180 for (6 months) unlimited data and 6 months free.They promised a a way where price of ****** Pixel 7 Pro is $ 499 (meaning $ 400 off) or $ 100 in coupon or account credit etc. (promized). ********, i do not see this when i checkout and make payment (full or monthly).On June 21, the agent ******* also agreed with you that there has been a promotion offered to me - i.e. with the $400 discount.

    Business Response

    Date: 06/29/2023

    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:06/23/2023

    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 June 11 my plan automatically renewed for 6 month service. On that same day I called and asked to be switched over to a one year plan. I was told I would need to be refunded and then subscribe to the correct plan. Refunds would take **** days. My ticket was never submitted to the right team, and after 14 days I called to follow up and found this out. Was told I would get a reply in 24 hours with my new ticket. NEVER DID. Called again, was told my refund would be expedited. Its now been 16 days and mint cancelled my service. The best part is I NEVER RECEIVED MY REFUND YET. Its 8pm on a Saturday evening and I cant just walk into a competitors store to get a new plan or SIM card and I have no service.

    Business Response

    Date: 06/29/2023

    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:06/23/2023

    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.
    Mint mobile is a scam company

    Business Response

    Date: 06/29/2023

    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: 06/29/2023

    No one has contacted me .

     

    Customer Answer

    Date: 06/29/2023

    I e already said why but bbb seemed to have lost my complaint , I'm desiring a full year refund and I request to.keep.my.number as I transfer to another providing that actually has service in the area that I need 

     

    Customer Answer

    Date: 07/19/2023

    I hope this letter finds you well. I am writing to express my dissatisfaction with the service provided by Mint Mobile and to request appropriate compensation for the inconvenience caused.

    Firstly, I want to highlight the recurring issues I have experienced with Mint Mobile's service. Over the past few months, the quality of the network coverage has been consistently poor. I frequently encounter dropped calls, slow internet speeds, and difficulties in establishing reliable connections. These issues severely hinder both my personal and professional activities, leading to frustration and inefficiency.

    Furthermore, the customer support I have received has been subpar. Despite reporting these problems on multiple occasions, the resolution process has been slow and ineffective. The agents I have interacted with seem unable to address my concerns adequately, leaving me feeling unheard and dissatisfied.

    Given the extent of the inconvenience and the impact it has had on my daily life, I believe it is only fair to request appropriate compensation. I kindly request that Mint Mobile provide me with a suitable gratuity that reflects the dissatisfaction and inconvenience I have endured. I trust that Mint Mobile values its customers and will take this request seriously.

    In addition to an appropriate compensation, I also urge Mint Mobile to improve its network infrastructure and optimize its customer support services. As a loyal customer, I expect a consistently reliable and satisfactory experience that matches or exceeds that of competitors in the industry.

    I kindly request a prompt response to this letter, preferably within [reasonable time frame, e.g., 14 days]. I believe that addressing these concerns promptly will not only resolve my current issues but also demonstrate Mint Mobile's commitment to its customers.

    I look forward to a swift resolution and an improved service experience. Thank you for your attention to this matter.

    Business Response

    Date: 07/25/2023

    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


    Customer Answer

    Date: 07/26/2023


    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:06/23/2023

    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.
    On June 20, I filed a review as following:My experience with Mint was fine until yesterday when I need to port out. Mint simply refused to provide me my account number and pin. If I call them, choose the service I need, nobody pick up the phone after waiting for 15+ minutes. If I chat with its online chatbot, they just put me in the queue then no response after waiting for over one hour. Disgusting! This is not the way Mint can keep your customers On June 21, Mint responded my review saying they will contact me selarately to solve my problem. They have my mobile number as well as email address. But they did not do anything up to now.My plan with Mint will end in 4 days, I have to change my mobile phone number will is combined with lots of my accounts.

    Business Response

    Date: 06/29/2023

    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:06/23/2023

    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.
    At renewal Mint overcharged my account on 6/7/23 and 6/8/23. Multiple calls/attempts to resolve failed. I was lied to by their rep. I renewed for 6 mos on 6/7/23 for $163.72, saw email from Mint offering 12 mo. renewal for $180, and tried to change to better rate by contacting Mint by phone. Didn't work. Got a text indicating my $163.72 payment didn't go through, but my bank account showed it was successful. Mint rep requested another payment, said they didn't receive the funds from my bank and deactivated my phone. I provided my debit card number, was charged $100.50 on 6/8/23. In spite of numerous calls, on hold for hours, nothing has been done. Promises to call me back didn't happen. Only call back was rep requesting ***************** on a survey. On rep promised to charge me $90 for year renewal for inconvenience - didn't happen. One rep offered refund, didn't happen. 6/22/23 - I tried again, long phone call with promise to call back, again I was asked for both my credit and debit card numbers, no call back, lied to again.

    Business Response

    Date: 06/30/2023

    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:06/22/2023

    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 June 19th 2:39pm PST and 2:34 PST around the stated hours, we spoke with a representative in regards to a promotion that was sent to my significant other and I. Apparently it was the 15 a month for the first 3 months, now mind you we have been with mint before the acquisition of T-Mobile as well, we were under the impression due to them sending us this promo and our yearly renewal coming up that we would reach out, take advantage and have it adjusted and sign up for another year. Well that was not the case apparently. As i spoke with the first representative i was very disturbed they would even send me a offer of the sort knowing we are not new customers, he stated "Dont Worry, there is another promotion available. If you wait till the last day of the contact, they should send you a email with the promotion , Purchase 12 months for the price of 10. So we went with that and figured we'd wait. Thanking the first representative for informing us. Now this is where it went horribly south from here: June 22 : 1:00PM & 1:16 we spoke with another representative , she apparently saw the "Notes" was looking into this and fowarded it to the according department. Put on hold and then disconnected . I immediately call back and ask to speak to a supervisor. Now the Apparent Supervisor "May" with a fake badge number of **** which she provided to me stated there were no notes now and pretty much your s*** out of luck. We cant help you. Now it gets even better June 22: 6:53 - Finally reach a representative that knew what he was talking about, he looked into it and stated there was no notes even after the apparent supervisor which their supposed to input apparently. He stated the promotion was not available to domestic customers , he also informed me they made up their badge numbers. He did fix our other issues, he was great. BAD REPRESENTATION OF MINT! Not only did the first 3 reps lie! But "MAY" the supervisor lied! Now i cant trust anything the customer service says!

    Business Response

    Date: 06/29/2023

    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:06/22/2023

    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 purchased a mobile phone plan from Mint Mobile in June 2023. The company did not provide a receipt for the purchase. I would like to obtain a receipt. They have said they do not offer receipts for purchases as the plans are prepaid. I need proof that I paid for this service.

    Business Response

    Date: 06/29/2023

    Hello,

    In regards to this concern, the customer should be able to access account transaction history by logging into their account online or through the app.

    Thank you,
    Mint Mobile


    Customer Answer

    Date: 06/29/2023

    The transaction history does not offer a receipt. A receipt has the name of the vendor, the date, the items purchased, the totals. For a cell phone plan, it should also include dates of service covered. 

    Business Response

    Date: 07/03/2023

    Hello,

    In regards to this concern, we do not have itemized receipts but customers their account online, to to the "Transaction History" and click on the payment to see the details such as order number, base amount, taxes, and total amount paid.

    Thank you, 
    Mint Mobile 

     

  • Initial Complaint

    Date:06/22/2023

    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.
    Attempting to port my number to another carrier, and need my account number and account PIN. I'm unable to get a response from anyone at Mint Mobile, despite waiting over 40 minutes per chat session.

    Business Response

    Date: 06/23/2023

    Hello,

    In regards to this concern, we have completed the customer's port out request on 6/22/23.

    Thank you,
    Mint Mobile

    Customer Answer

    Date: 06/24/2023


    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:06/22/2023

    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.
    Mint mobile has a "tiered" account recovery fee structure that makes no sense outside of outright fraud. Work involved to recover an account should be the same regardless of someone's willingness to opt for a lengthier plan.

    Business Response

    Date: 06/29/2023

    Hello,

    In regards to this concern, we have been in contact with the customer and are currently working to provide a resolution.

    Thank you,
    Mint Mobile


Mint Mobile is NOT a BBB Accredited Business.

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