Mobile Phone Service
Mint MobileThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 2,602 total complaints in the last 3 years.
- 669 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:11/04/2024
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 have contacted Mint mobile on three occasions and there customer service has told me my refund would be returned in in 10 business days. This rhas not happened. I have made three follow up calls and they don't seem to care. And they keep lying to me. This is not the way to do business. My money needs to be refunded. I could not use there service Thank you.Business Response
Date: 11/05/2024
Hello,
In regards to this concern, 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.
Thank you,
******************Initial Complaint
Date:11/04/2024
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 purchased my phone outright through federal employee purchasing program who arranged for my fully unlocked phone to be shipped directly to me a year ago.I activated service with Mint Mobile on 11/9/2023 at which time according to Apple Supoort - for whatever reason the carrier locked my sim. They had no right to do this whatsoever. And now that I tried to switch carriers - I cant because the carrier locked my phone. And no - I do not owe them money. Its prepaid 3 months at a ******* now I have no phone service.Mint Mobile - Ive spent hours with tech support both chat and on the phone since Friday and Ive been passed around to wrong departments Ive had people be extremely condescending to me and they all say they cant unlock my phone because I didnt purchase it from them. Well - yall locked it so either you figure out how to unlock it - or you replace my phone. Ive gotten absolutely nowhere.I called TMobile and they had to do a three way call and call Mint Mobile with me on the line - took an hour to get to a supervisors who was supposed to help me - but as soon as the TMobile guy got off the line - the supervisor fed me the same ******** about how he cant unlock the phone or even request it because I didnt purchase the phone from *************** Support has tried to help. They told me that Mint Mobile - T-Mobile have basically stolen my phone and holding it hostage forcing me to only do business with them - which I am not going to be blackmailed / held hostage or forced to do. This is MY phone. It was purchased unlocked. Mint Mobile locked it when they activated service a year ago. And no one there will help. Its a broken record and script with them.This is absolutely not right and if you ******** you will see that they have done this to countless others.Business Response
Date: 11/05/2024
Hello,
In regards to this matter, we have confirmed that the device (Apple iPhone 15 Pro Max) is already unlocked.
Thank you,
Mint MobileInitial Complaint
Date:11/02/2024
Type:Sales and Advertising 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 am switching to a new carrier but my new phone hasnt arrived, I contacted Mint to extend my service. Agent had me purchase a data top up for $21 and that would allow me service for the additional time for my new phone to arrive. He lied. My service ended and I had to pay an additional $84 to restore service. Mint refuses to refund any amount.Business Response
Date: 11/07/2024
Hello,
In regards to this concern, 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 MobileCustomer Answer
Date: 11/07/2024
I responded to Mints email on Tuesday and have not received a reply nor refund.Business Response
Date: 11/13/2024
Hello,
In regards to this concern, 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.
Thank you,
******************Initial Complaint
Date:11/02/2024
Type:Billing 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.
False and Misleading Advertising and ***************************************** advertises a rate of $15 per line and if you sign up for family plan and auto renewal rate will renew for same rate every three ********* first renewal instead renewed at double the initial rate and billed as two separate accounts for double the initial rate.I will be terminating these services once and for all when my pre paid account expires on January 22, 2025.Business Response
Date: 11/07/2024
Hello,
In regards to this concern, 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 MobileInitial Complaint
Date:11/02/2024
Type:Billing 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.
False and Misleading Advertising and ***************************************** advertises a rate of $15 per line and if you sign up for family plan and auto renewal rate will renew for same rate every three ********* first renewal instead renewed at double the initial rate and billed as two separate accounts for double the initial rate.I will be terminating these services once and for all when my pre paid account expires on January 22, 2025.Business Response
Date: 11/07/2024
Hello,
In regards to this concern, 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 MobileCustomer Answer
Date: 11/07/2024
mint mobile has all of my contact info and has not replied nor tried to contact me. ***** *****. Email ***************** and cell phone ************ and land line ************. They have done nothing to resolve this complaint!Business Response
Date: 11/15/2024
Hello,
In regards to this concern, we have attempted multiple times to contact the customer at the email provided with no reply. If the customer still requires assistance they can contact us at *************** and we would be happy to assist them in resolving this matter.
Thank you,
Mint MobileCustomer Answer
Date: 11/18/2024
There has been NO Attempts by Mint Mobile to contact me either by cell phone, SMS and/or email. I finally today called Mint Mobile again and spoke with a Supervisor, Name, ***** ID# **** and we spoke for almost 30 minutes total. His hands are tied and he has no authority to correct the rate I was charged and he apologized that their advertising is misleading and/or unclear in informing customers that after the initial 90 day term that the rate will double from the initial rate.
I simply requested that I be issued a credit for the double billing of $98 so that my record reflects I am paid ahead an additional 90 days period and that my two lines be billed in the Future the same $98 per 90 days when it comes due in April 2025. I simply requested that my line and my wife's line be billed as one account for the original $98 per ninety day period.
Again, ***** stated he had no authority or control over being able to resolve this issue as stated herein.
The complaint remaIns UNRESOLVED and Mint Mobile has done NOTHING to rsolve this complaint nor the one filed by my wife, ****** ****** under ************. ****************************** My number is ************ **************************
Business Response
Date: 01/15/2025
Hello,
In regards to this matter, one of our representatives will be reaching out to follow up with the customer using the email address and phone number provided.
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:11/02/2024
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.
On October 31st 2024 I contacted mint mobile about buying a phone and adding the 55 plus plan I did buy a ******** g play and also the 55 plus plan the total for that came to ****** the gentleman that I was talking with was supposed to send me an email with all the information including tracking number and details about the plan after 2 hours I never got an email so I called back they cannot find an order for this account I have called several times and talk to different ones they're supposed to call me back have not called yesterday the last one said she would call me back within 15 minutes which I didn't hear from this morning I called back at 9:15 and talked to about three more people and the last gentleman I talked to was going to call me back within an hour so after 6 hours and still nothing I called back again and they still can't find an account which I talked to three or four more people and was transferred to customer service the lady there told me that there was nothing they could do since they could not find the account I would like to get a full refund of #****** for the money that they took out of my checking accountBusiness Response
Date: 11/07/2024
Hello,
In regards to this concern, we have contacted the customer and are currently working to provide a resolution.
Thank you,
Mint MobileInitial Complaint
Date:10/31/2024
Type:Billing 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 just paid for a year's worth of service. I thought the total was $180. After my credit card payment was accepted it charged 201.69.I tried chat. It doesn't work.(Looks like Mint wants the BBB to handle their customer service. Noted.) I don't think their mobile website meets *** compliance and is deliberately misleading for not showing what I was going to be charged BEFORE accepting payment. I realize tax was applied. Total and explanation of charges must be shown before charging. You MUST modify your website to include this. BBB, I keep trying to add a screenshot but it disappears. Business Response
Date: 11/07/2024
Hello,
In regards to this matter, once customers log into their account and select the option to Make a Payment, the next screen will be the Checkout screen where the Summary of charges will list the plan pricing, the recovery fee, and taxes and surcharges.Thank you,
Mint MobileInitial Complaint
Date:10/29/2024
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 Mint Mobile $84.10 on October 4th 2024 I realized this was a 3 month plan and I wanted a 12 month mobile plan.I then paid $126.58, which came out on Oct 15th 2024, when my plan was due.I called Mint Mobile, October 4th 2024 and was told I would receive a refund for the $84.10. Mint Mobile said it could take up to two weeks to get a refund.I called back Oct 29th. I was told a year plan was ****** and I paid the correct amount. If you add the two together that I paid, I paid $210.68 The supervisor said the extra $30.68 was taxes and fees.I asked the supervisor how much taxes and fees were on a 12 month plan, he said he couldn't tell me that.I was also told by the supervisor I had seven days to complain or the money was theirs. I told the supervisor I call the very same day.Business Response
Date: 11/05/2024
Hello,
We have resolved this matter and the account should reflect the updates.
Thank you,
Mint MobileInitial Complaint
Date:10/28/2024
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 paid for an annual mobile network renewal with Mint mobile and only used less than 3 months of service. I called to ask for a refund only to be told, refunds are issued within 7 days of cancellation. I did call them during the 7 days period but one of their agents sent me an email refusing to give me my money back.Business Response
Date: 11/04/2024
Hello,
In regards to this concern, 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.
Thank you,
******************Initial Complaint
Date:10/28/2024
Type:Product 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.
I called to get information about Mint Mobile but wasn't ready to make the switch. The sales *** convinced me to pay for the new service and to not worry, because if I didn't activatr it I would be refunded. I didn't activate it, I wasn't refunded. When I called in to request a refund I was told I was outside of the refund window. When I tried to escalate they just tried to sell me on another plan.Business Response
Date: 10/29/2024
Hello,
In regards to this concern, 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.
Thank you,
******************Customer Answer
Date: 10/31/2024
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. Had this not needed the intervention of the BBB, I would have reconsidered establishing service with them.
Regards,
****** ******
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