Business Profile
Mobile Phone Service
Mint MobileThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 2,605 total complaints in the last 3 years.
- 671 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:09/27/2024
Type:Service or Repair 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 July 11th I purchased an unlimited everything plan from Mint Mobile. A 45$ up front 3 month introductory ******** phone ceased to function on Friday September 20th if not connected to my wifi, only calls & texts continued to function.I chalked this up to a temporary network issue but after a week I noticed the phone still shows 5G Mint connection when not at home on my wifi, and the phone still does not have access to internet, streaming or anything outside of call/text.I called customer service and was informed that "unlimited everything" is not infact unlimited but comes with a 40gb cap they claim I exceeded less than 2 weeks into a monthly cycle despite emails confirming month #1 used 29gb and #2 used 36gb for the entirety.Regardless of data usage the plan advertises unlimited "everything" and a cap is by definition a limit. They offered "more unlimited" data for 5$ I refused.This company is advertising unlimited "everything" and is not providing everything. This is beyond an unfair business practice.Customer service agent was friendly and polite however.If you log into mint mobile they literally have plans set up BY DATA ALLOTMENT starting at 5gb then 25gb then "unlimited" then "excessive" which appears to cover the fact that they promise unlimited but don't provide it.Business Response
Date: 10/11/2024
Hello,
We have resolved this matter and the account should reflect the updates.
Thank you,
Mint MobileCustomer Answer
Date: 10/11/2024
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,
**** Dell
Initial Complaint
Date:09/27/2024
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.
-unable to receive text messages from Android phones for five months.-Mint Mobile misled you by blaming your iPhone, and the issue was resolved only after switching carriers.-Mint Mobile refused to issue a refund, even though they breached the contract by not delivering the promised service.-I request a refund for the last payment of $392.02 More details:Inadequate Service: Core functionality (receiving texts) was broken.Misrepresentation: Mint Mobile blamed the wrong cause (your iPhone) while the issue was actually with their ********** Refund: Mint Mobile refused to compensate you for their failure to provide service over five months, despite being aware of the problem.Breach of Warranty: The implied warranty that the service would work for its intended purpose was violated.Failure to Resolve the Problem: The company failed to address the issue promptly, despite continued requests for support.Business Response
Date: 10/03/2024
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:09/26/2024
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 ordered a phone from Mint Mobile, they shipped it in 6/22/24 with a signature required. I did not request this and I was not notified they shipped it this way. ***** tried to deliver it twice but I was not home, they did not leave a tag on the door, so I did know they had came. I checked the tracking to see where my phone was because it was late. According to ***** they returned it to ****. I contacted Mint and they do not know where the phone is. ***** says they have returned it to ****. I have requested a refund from **** and they send the same email 4 times now over the last 2 months telling me to refuse delivery and it will be returned to them by ***** and they will refund my money.But it is not going to be delivered to me and ***** has told me they already returned it to ****. I suppose Mint thinks this can go on forever and I will never get my money back.Business Response
Date: 10/03/2024
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:09/26/2024
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.
Switched wireless phone carrier to MINT MOBILE hoping to save money and to retain the same phone reliability/service as of our previous wireless carrier provided. At the time of the cancelation, we were with MINT MOBILE for 6 months. My wife's phone contract was going to expire, I renewed my wife's phone for another 6 months, phone reception with that carrier was spotty at times, with many drop calls or no phone reception. My wife and I decided to go with another phone carrier, I cancelled the phone contract shortly after renewing my wife's contract for 6 months. Speaking with the **** ******* customer representative closing both accounts, I was told the $132.00 I paid for my wife's six month contract would be refunded. Made a second call about my refund, and was told 2-3 weeks I should receive it. Now it has been two months and still no refund. Called for the third time and spoke with two of the agents, the first transferred me to the second which spoke broken english who was very hard to understand, after being put on hold several times after 25 minutes had passed, The agent came back on the phone after putting me on hold for 5 minutes and gave me reasons why I am not receiving a refund, even though I was told by three other agents previously that I was receiving a refund.Business Response
Date: 10/01/2024
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:09/26/2024
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 got a phone deal for my teenager with Mint Mobile - new phone and 12 month unlimited subscription. When I was activating the line, I was told that this deal is only for people who is transferring their phone service to ****. Since I am a new customer, I would only get 6 month subscription instead of 12. I didnt see these terms and I was told it is their site. I went back to the site and I saw the same deal with very very small letters saying that this requires a phone ************'s advertisement is very misleading. If that is a major requirement, they should have that in big and highlighted area. They should also have incorporated that when I was purchasing the phone - something like a question before I started asking if this is a transfer/port in and if it is not, it should not let me continue. I purchased this phone thinking that we would get a good deal for my teenager. If I had know this is just a trick, I would have not purchased it.Business Response
Date: 10/03/2024
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: 10/03/2024
I have not received any calls, messages nor emails from Mint. Is there a phone number I can call?Business Response
Date: 10/10/2024
Hello,
We have resolved this concern with the customer.
Thank you,
Mint MobileInitial Complaint
Date:09/25/2024
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.
On August 18, 2024 I paid $90 for Mint Mobile plan and went through the process of transferring my cell number to their plan. I found out that there is a number lock which prevented the complete transfer. I called Mint Mobile and spoke to two representatives who said I could not qualify for a refund nor an extension of free months since I did not use mint mobile at all. Both **** put me on hold and pretended to speak with a manager and never came back.Business Response
Date: 10/01/2024
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:09/25/2024
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 talked with customer service a few weeks ago saying that I was waiting for my physical sim card. They said that it has been activated but I never received it. I called back a few days ago and they told me I could no longer get a refund because I was out of the time frame. I have already purchased an Esim card.Business Response
Date: 10/01/2024
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:09/25/2024
Type:Customer Service 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.
Hi Account ********** ******* ******* ******************* Your customer service is absolutely atrocious. I spent 30 minutes going in circles with a customer service agent who doesn't know what they're doing. I got kicked off the app earlier today and I was trying to login. The customer service agent had me running in circles to get my password reset, and nothing worked. The app locked me out for an hour.The lockout message EXPLICITLY states "Please wait an hour or call customer care at 611' obviously that implies that customer care can unlock my account, right? Wrong!I spoke to **** today at 5:40pm EST and I expect you to pull the call recording because I know each call is recorded. I asked him, "how do i submit feedback" he says "go to the website" and then when I asked him where on the website, he couldn't find anything. I asked if there was anywhere I could provide feedback about the poor service I received. He said no. And then he said "who did you have for your previous provider?" I said "tmobile" he said "well you should just go back to them" i said "are you serious?" He said "yes"I need you to pull that call so you can hear exactly what he said to me. It is incredibly unprofessional. And there isn't a platform to submit feedback, except on your social media accounts.I also asked them, is there a countdown so I can know exactly how many minutes it takes to get my account unlocked? He said no. You need to fix this because it's a very basic feature. How do the customer service agents not know how long a customer has until their account is unlocked?**** said he couldn't provide me with that information either. I need you to pull that call.Business Response
Date: 10/01/2024
Hello,
We have resolved this issue and the account should reflect the updates.
Thank you,
Mint MobileCustomer Answer
Date: 10/01/2024
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:09/25/2024
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.
MINT MOBILE keeps saying my phone is locked. I called my previous cell provider. Total Wireless checked and my phone is unlocked.Business Response
Date: 10/03/2024
Hello,
In regards to this concern, we have determined that the device is not fully compatible with our service. We do encourage anyone who brings their own device to ****************** to use our device compatibility checker which can be found here: ********************************************
Thank you,
Mint MobileInitial Complaint
Date:09/25/2024
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.
Hi, I have been a mint mobile customer for over a year now and I needed a new phone as mine was becoming not compatible with certain apps I needed. I purchased a phone bundle through the store linked to my account on ********************** and when I got it I couldn't use the Sim which was a year of credit for a discount when got with the phone. I contacted their help desk and they told me to put in for a refund which I did. I heard nothing and never got a confirmation email so I reached out several times and discovered they had a wrong email. I got an agent to fix it and processed the refund again and no email confirmation. I called and did the online hat several times and have screenshot of them telling me it was processed and I should see my refund within 7 to 10 business days. Again, nothing, so I got another per who processed it and after a few days I get an email saying they were not refunding me because it was processed outsourcing the time line allowed. This was only because they messed up in the beginning in not having sending to my correct email and telling me to wait 7 to 10 days each time I got with someone. I replied to the persons email who said it was denied and they are ignoring me as I sent 2 emails asking for some type of reimbursement. I have a phone and Sim card bundle worth almost 300 dollars that I am unable to use. I have attached 2 screenshots but have several more. If someone will please help me get this rectified I would really appreciate it. Thank you for your time. ********Business Response
Date: 09/30/2024
Hello,
In regards to this concern, we have contacted the customer for additional details so we can provide a resolution.
Thank you,
Mint Mobile
Mint Mobile is NOT a BBB Accredited Business.
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