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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

  • 2,605 total complaints in the last 3 years.
  • 670 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:10/20/2024

    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.
    Attempted to start service but the company is not legit. and could not or would not attempt to assist me. I should have checked with the BBB before attempting to work with them.

    Business Response

    Date: 10/25/2024

    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 Mobile

    Customer Answer

    Date: 10/25/2024

    not reputable company want a complete refund.

    Business Response

    Date: 10/31/2024

    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:10/20/2024

    Type:Product 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 paid for the 12 month plan. The representative declined to provide refund. My refund request was because the service is really bad with mint mobile. Their refund policy is about 7 days. But they are charging me but I'm not getting the service i need. i request mint mobile to refund me because service is really bad.

    Business Response

    Date: 10/23/2024

    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:10/20/2024

    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 10/17/24 I tried to transfer my Mint Mobile eSIM from my old device to my new device and was unable to do so. I raised ticket number L2-348738 with their customer care and was promised that it would be resolved in 8-12 hours. Its now been over 54 hours and I have spoken to 20 different agents via text and call and they are still unable to resolve this issue. The agents keep saying it is a technical issue but can provide no timeline of resolution. I tried to port my number to a different provider but cannot do that either since porting needs an active number so Mint Mobile is neither solving the problem nor letting me switch providers. I have had to cancel travel plans due to lack of a functional phone line. I live alone and have had to beg neighbours to use their phone to call the helpline number. Through this process the agents repeatedly ask me for the best call back number and refuse to understand that I live alone and since my only phone is non functional I am essentially not contactable via phone. I am helpless and cannot do anything until this issue is resolved.

    Business Response

    Date: 10/21/2024

    Hello,
    In regards to this concern, we have confirmed that the customer has ported out on 10/20/24 and 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:10/19/2024

    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.
    My son passed away in August and I called to have his phone disconnected and he also paid a year in advance and I was told that I could not get his phone disconnected until the year was up and when you dont pay your bill again, that is the only way that it could be disconnected. I personally am with t-mobile (what a great service), You have the worst service that I have ever experienced in my life.

    Business Response

    Date: 10/23/2024

    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 Mobile

  • Initial Complaint

    Date:10/19/2024

    Type:Product 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 tried a new mobile service Mint Mobile and from day one they screwed up the porting process, resulting in 1 phone number being lost in space and being assigned a new number. From the same night we switched to 4 weeks later, Ive been told I would get a refund in 7-10 days. Second said give it 2 more days. Third said I show no record of you wanting a refund. Fourth says I dont exist and never have to mint mobile. Funny thing is, is that this SAME thing happened to my sister 1800 miles away. This isnt an isolated incidence.

    Business Response

    Date: 10/23/2024

    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 Mobile

    Customer Answer

    Date: 10/23/2024

    they have NOT text emailed or phoned me with ANY response. Its always been ME that reaches out trying to them via chat trying to resolve this. That is a blatant lie. Thats why Im here. Chatting with them has had 0 resolution.

    Business Response

    Date: 10/30/2024

    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:10/18/2024

    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.
    Dear Better Business Bureau,I am writing to formally lodge a complaint against Mint Mobile for providing a service that has been completely unusable in my work area. Specifically, the network model that Mint Mobile uses does not function at my place of employment, and I have had no signal in my office. This issue renders the service essentially useless during working hours.I have reached out to Mint Mobile multiple times seeking a resolution, but despite my efforts, the problem remains unresolved. Their customer service has been unhelpful, and all they have done is offer vague assurances that they would try to provide a refund. No concrete steps have been taken to either improve the signal or provide a refund.Within one week of experiencing these issues, I transferred my number to a different provider due to the lack of reliable service. I am seeking a full refund for the service period during which I was unable to use my phone at work. However, Mint Mobile has failed to offer any satisfactory resolution.I would appreciate your assistance in resolving this matter and ensuring that I am compensated for the poor service I received.Thank you for your time and attention to this complaint.Sincerely,****

    Business Response

    Date: 10/21/2024

    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:10/17/2024

    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 July 14, 2024, my husband and I purchased a plan with Mint Mobile for 3 months ($45 each). Everything worked great at first, but by the end of the third month we had no data. We thought we had run out of our 5GB and decided to renew our plan, this time for 12 months ($180 each). This was on October 15, 2024, and we still have no data. We have talked to customer service countless times but none of their trouble shooting works, and we feel like they don't take us seriously. Now we don't have the service and they have our money. We are asking Mint Mobile to fix the problem.

    Business Response

    Date: 10/22/2024

    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 Mobile

  • Initial Complaint

    Date:10/17/2024

    Type:Product 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.
    Date of transaction: 10/2/24 Amount of money paid: ****** What the business committed to provide me: 12 months of cellular service Nature of the dispute: I switched companies to Visible because Mint Mobile did not plan to support RCS messaging that was now compatible with ***** phones for another 3 months. Once I switched to the new service, they immediately disconnected my service and disabled my account with ********************** all together. There was no mention that this would happen when I was trying to switch. All I have now is error messages when I log in and I cant access my unused service if I wanted to.Did they try to resolve the problem?: I emailed them to see if they would refund me for the time they took away from me, but they said I was outside of their 7 days therefore they were supposedly allowed to forfeit my pre-payment for their services. I would understand if there was an option to do something else, but I have no options to get my money back now. I am out over $300 because of them and that is a lot of money in this current economy.

    Business Response

    Date: 10/18/2024

    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:10/17/2024

    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.
    I reported in my number 2 years ***. Just a few months ago I broke my phone. The problem started with me. Trying to shut off my service, they're charging me. Even though I didn't have a phone to use the service, they charge me for a SIM card they never sent. And now they refuse to give me my account number. And the account pin to leave the company without. Paying them for another 3 months. I would never be able to use and some other b. S which I didn't quite understand every manager and every employee. I've talked to since have all lied to me. It's been one lie after another. I haven't been able to get anything resolved with this company. They lie like there's no tomorrow. The manager says there's nothing they can do about the employees lying and then the managers turn around and start lying themselves.

    Business Response

    Date: 10/18/2024

    Hello,
    In regards to this concern, for security purposes, all customers must successfully validate their account before we can provide the port out information.  Customer will need to be able to access their email address or phone number on file to receive a one time security PIN.  If the customer would like to proceed with the request, they can contact us at ***************.
    Thank you,
    Mint Mobile

    Customer Answer

    Date: 11/03/2024

    The company has not given me the number back and last time I talked to them they got rude with me.The manager said it would be settled.Then immediately start.Getting an attitude hung up on me next guy call when I was busy at ******** rude with me.Had an attitude so nothing is settled.I still don't have my number

  • Initial Complaint

    Date:10/16/2024

    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 9/19/23 I purchased mobile service from Mint Mobile in the amount of $217.91 for 12 months of mobile service. I contacted Mint Mobile within the first week to complain about the irregularity and inconsistency of service and asked them for assistance to resolve the problem with the connection (dropped calls and calls not coming in). They said it was resolved. I called back a second time about the same issue and I cancelled my service on 9/30/2023 because the issue was not resolved. I submitted a refund request on October 3, 2023 as instructed to do so online. The refund was denied via email on October 5, 2023 because according to Mint Mobile the cancellation policy was within 7 days. On 10/15/2023 I ***lied to the customer service *** via email that I was not satisfied with the mobile service and that I wanted my money back because they weren't even able to provide two weeks of service without signal issues. I want a refund for the total amount.

    Business Response

    Date: 10/21/2024

    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: 10/21/2024


    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. I have received a refund for the full amount owed. 

    Regards,

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

     

Mint Mobile is NOT a BBB Accredited Business.

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