Business Profile
Mobile Phone Service
Mint MobileThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Mobile Phone Service.
Complaints
Customer Complaints Summary
- 2,600 total complaints in the last 3 years.
- 667 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:12/04/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- 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 paid $64.34 on 11/27/2024 @ 8:54a.m. EST for a 2-line plan from Mint. Upon attempting to set up the e-SIM, I found that the company I am leasing my phone from has blocked me from transferring my number. Unfortunately it was not made clear to me until AFTER I had paid that I could not use the service with a NEW number.I emailed the appropriate department immediately and have been waiting for an email back since.Business Response
Date: 12/10/2024
Hello,
We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
Thank you,
Mint MobileInitial Complaint
Date:12/04/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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 through Mint Mobile with paid overnight shipping on Saturday, November 30th. The order was not processed over the weekend. I found that unusual because any other phone company would have processed it immediately. I assumed the phone would be shipped overnight on Monday. I received tracking on Monday. The label was created. Tuesday, nothing. No movement on shipping. I contacted support. I spoke to four people. The final two people I spoke to were named, "Shiva" and "Lingham". Not likely real people obviously. They continuously claimed the order was still being processed although I have the shipping info. They refused to refund the money for overnight shipping and began demanding I request a refund through ***** when they did not even have the package! It is now Wednesday, the package is still with Mint and has never been shipped. This is for overnight delivery.Business Response
Date: 12/10/2024
Hello,
We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
Thank you,
Mint MobileCustomer Answer
Date: 12/10/2024
They did not ship my phone until yesterday!!! That is over a week later when I paid for overnight shipping. They were unprofessional in every way. The have never once reached out to amend anything. It has been me harassing every single day for them to ship the phone. I had tracking for an entire week. That is unacceptable for any business and even worse for such a huge company. These large companies should be held accountable. There has been no resolution and they act as if they did nothing wrong. I am not the first ****** who has dealt with this type of service from them and it needs to be addressed and fixed for other people who order in the future. Paying for overnight shipping to find out you will not get it for over a week is a slap in the face. I could have gone with any other phone company and would not have had this issue.Business Response
Date: 12/16/2024
Hello,
We have resolved this matter per the customers request and the account should reflect the updates.
For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.Thank you,
Mint MobileInitial Complaint
Date:12/03/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- 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 from **** over to Mint Mobile because of the ongoing promotion of $15/month but we gotta pay 3 months in total so with taxes and everything it amounted to $55.09. However, the service was so bad - I often find that Ive missed messages and calls from friends because I just never have service. The experience was so painful that even before the first month ended, I made the difficult decision to switch back to **** at a higher monthly cost. But, heres the major issue. It was EXTREMELY difficult to get the transfer pin and account number. The only way to retrieve this is my calling customer service. After 25 mins of being out on hold - youre connected with the WORST customer service ***. ** simply refused to give the information that I requested despite requesting in VERY plain, no-nonsense, clear language Im not interested in troubleshooting, I just want the transfer PIN and account number. Please do not waste anymore of my time. Despite language as clear as that - the *** still refused to provide me with the information. It was only after another 20 mins of back and forth when I said can I please speak with a manager or anyone else because its clear that youre refusing to give me this information that he finally provided it. Given how difficult it was to even obtain the info, Im writing this complaint to request for a refund of the remainder of the 2 months of phone service amounting to $36.73. I have 0 confidence that this request will be honored if I speak to another customer *** and I do not want to waste nearly the same amount of time that I already have with Mint Mobile. Thank you!!Business Response
Date: 12/10/2024
Hello,
We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
Thank you,
Mint MobileInitial Complaint
Date:12/03/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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 an account, paying $135 every 3 months for 5gb. I received numerous texts saying that my data is low and I need to upgrade. My data was not low, and this company tried to bait me into purchasing a higher priced data plan. I have tried numerous times to call to cancel my plan and retrieve my account number and PIN, and I am on hold for over 3 hours each time. No one answers, its impossible to cancel. My plan ends in 2 days, and I will have to pay for another 3 months just to be able to use my phone to try canceling again. This is fraud! They keep you in a never ending loop!Business Response
Date: 12/08/2024
Hello,
We have resolved this matter per the customers request and the account should reflect the updates.
For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.Thank you,
Mint MobileInitial Complaint
Date:12/03/2024
Type:Order IssuesStatus:ResolvedMore info
Complaint statuses
- 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 send me an email stating that I am eligible for add on data purchase which would be refunded as I am in an area affected by power outage But later they are refusing to refund my $21 stating that this promo is only valid for seattle residentsBusiness Response
Date: 12/09/2024
Hello,
We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
Thank you,
Mint MobileCustomer Answer
Date: 12/12/2024
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:12/03/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
1) Purchased Three AllState Plans, Should've Received Refund for 2 out of 3 purchases, only received 1 refund Mint Transaction **************** Card Statement Reflect: A) 5/23/24: $79 charged for Allstate plan via Mint B) 5/24/24: "" C) 12/3/24: "**Called on 12/3, Mint told me I was not protected by previous ******** plans, purchased 3rd plan. D) 7/10/24: Refund $79 **Mint claims I purchased a fourth insurance plan on July 10th, but that is incorrect. Instead customer service cancelled my plan and tried to reissue coverage. Paying for insurance again in Dec shows I did not have coverage since July. E) 9/24/24: Refund of $69.26 - Mint doesn't know why this was processed. ********** confirmed they don't handle the transactions. Mint attempted to scapegoat on Allstate several times. Solution: - 1a) Need Mint to confirm what the refund of $69.26 was issued for. - 1b) If the $69.26 refund is unrelated to insurance, then I am entitled to a $79 refund for insurance, but if the $69.26 is for insurance, then I am entitled to a refund of $9.74. 2) Unrecognized Charge of $54.75 on credit card statement April 15, 2024: Paid $54.75 on my credit card, but does not show in my transaction history online. **** is unable to confirm the origin of this payment. I was mislead during a customer call in May '24 where Mint claimed the credit would reflect during my next annual charge. I cannot file a dispute through credit card; too much time has passed. Solution: Refund $54.75 3) Overpayment - Lack of Funds in Digital Wallet On May 8th, I was charged $384.30 for a 12 month plan, Mint deducted $355, theoretically to leave me with $29.30 in my digital wallet. There is no money in my wallet, including the missing $15 promo credit. Transactions between Sept 10 and Sept 20 are accounted for. Solution: Need refund for overage payments of $29.30 + $15 for credits that should have been on my account.Business Response
Date: 12/08/2024
Hello,
We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.Thank you,
Mint MobileInitial Complaint
Date:12/03/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- 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 Aug 01, 2024, I paid for an annual subscription of Mint Mobile. But I have experienced awful service because from where I live (***) I often lose network connect. Now I need to port this number to another service and stop the annual subscription. They should issue me a partial refund for the remaining of the year.Business Response
Date: 12/08/2024
Hello,
In regards to this matter, we have confirmed that a refund has been issued. Please allow up to 7-10 business days for the funds to be credited back to the customers account.
For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
Thank you,
Mint MobileInitial Complaint
Date:12/02/2024
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- 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 November 29 2024, I have used MINT MOBILE mobile app and tried to buy 12 Month phone plan for prepaid service. The app did not show the result but the amount of $390.43 is drawn from my credit card by MINT MOBILE. When I controlled my account I did not see the amount in my Mint account. I contacted with MINT four times. Each time they said that they did not have the payment even though I share my credit card statement by proving my payment to ****. They reject me. I do not advice no one to use Mint.Business Response
Date: 12/06/2024
Hello,
In regards to this matter, we have confirmed that a refund has been issued. Please allow up to 7-10 business days for the funds to be credited back to the customers account.
For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
Thank you,
Mint MobileCustomer Answer
Date: 12/06/2024
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,
Es Kara
Initial Complaint
Date:12/02/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- 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 tried to set up with service from Mint Mobile. They were unable to provide service. Nothing they did worked. I had to contact BBB to get any response from then to refund my money and give me the information needed to reclaim my telephone number. BBB #******** They refunded one payment. They refused to refund the prior one despite the fact I never received any service from them. The excuse was that the time period the payment covered had passed. I reached out again and I was ignored.Additionally, I am unable to get access to my cell number. The information they gave me I provided to a new carrier and the number and/or pin are invalid. I have contacted them umpteen times with no response. This is causing untold chaos to my life.I want my cell number back!!!!Business Response
Date: 12/13/2024
Hello,
We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
Thank you,
Mint MobileInitial Complaint
Date:11/30/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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 ruined my business during transfer i worked so hard to pass out business cards with my phone number on it door to door and at businesses . due to negligence on mint mobiles part and making promises to get my number back within 24 hours and after multiple calls within the 24 hours , i lost that number !!!! it destroyed me !!!! 6 hours on the phone with them during the 24 hours and nothing was done , I was proactive on my part . I lost out on so much money from from business due to this neglagince !!!!!Business Response
Date: 12/05/2024
Hello,
In regards to this matter, we have attempted to contact the customer via the email and/or phone provided on this form. If the customer could respond to us at their earliest convenience, with the information we have requested, we would be happy to assist them in resolving this matter.
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.