Business Profile
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:08/14/2024
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.
On 7/22/24 Paid ***** AND ***** After many hours of customer support and missed calls the service was deemed unusable.I inactivated device and canceled services w/I 1 week and requested a refund but no refund has yet been issued.************ & ************Business Response
Date: 08/19/2024
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: 08/20/2024
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.Thank you and I am sorry to have had to resort to this avenue of reconciliation. Customer support could use some work in my consumer opinion.
Regards,
*****************************
Initial Complaint
Date:08/14/2024
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.
Purchased 2 plans from Mint Mobile and paid $106.86. Mint Mobile card sent shows expiration date 05/09/2026 and to activate by said date. One plan never activated. Tried to activate and keep getting error message. Called Mint Mobile customer service just to be given the runaround and still have not gotten any resolution. *** claims activation date is invalid, even though its printed on the sim card sent. This is false advertising and extremely misleading. I paid for a plan/service and they did not render service. Either give me a refund or activate my plan. What a scam of a company, stealing customers money and NOT rendering the services paid for. Horrible customer service and extremely poor business practices. If you don't want to provide the service paid for then refund my money instead of stealing from hard working customers.Business Response
Date: 08/19/2024
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: 08/19/2024
Business has made no contact with me. Also, did not leave any contact info in their response. Business is giving more run around tactics. And still has not refunded me for services not rendered. No resolution has been given. Still waiting on business to either contact me or respond here with their contact info.Business Response
Date: 08/26/2024
Hello,
In regards to this concern, we sent the customer an email on August 20, 2024 to the email address ******************* advising them of the refund status.
Thank you,
Mint MobileInitial Complaint
Date:08/12/2024
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.
Changed over to ********** early this year, they gave us 6 months free service, when it was time to renew the plan it only showed that I needed to renew the 2 line plan for $391.59, when the renewal period was over it turned out that the 2nd line would all so cost another $391.59 for 1 year, so we decided we would just go ahead and do 6 months for $198.08 for the 2nd line. A few days later we decided to just drop ********** all together because of this situation and also the service we were getting was very poor. I called ********** to cancel our account and they did credit our account for the 1st line $391.59 but NEVER received the credit for the 2nd line for $198.08.Business Response
Date: 08/19/2024
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: 08/20/2024
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:08/12/2024
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 ordered a phone and service package from mint mobile about a year ago. The phone I received was defective and I had to put in for a replacement phone. I asked for only a replacement no refund at that time. I sent the phone in with their shipping instructions and they refunded me, so I ordered a new phone. Same thing I ordered the first time phone and service plan. The sim card was in an old phone I used in the meantime, as I sent in expecting a replacement and I'd keep the service. When I see it go through as a refund I expect the service to shut off, it never did at which point I looked at the bank charge and saw a partial refund where they still kept my money for the phone service. So at this point I have a phone and two sim cards kinda sorta okay I hoped they could just add the time to the other one or I could just put it in, idk it's a weird situation because of how they handled this. So my phone service is about to expire and I try sorting this situation out. I just want to activate this card I have from them and if they can't do that I'd like them to refund me the value of the card. These con artists refuse to do either. They're telling me I can use it with a new number but that's no good they just absolutely refuse to help me. They're telling me they can't partial refund me for just the card but that's absurd that's how this all began. They're just trying to take my money and are refusing to provide me service for it. What am I going to do sue them? They're con men it's insane. These guys are horrible they just want to keep the money and for you to go away.MMO_334729 ProductPrice CAT S22 Flip - Black$79.00 Promo: 12 Month 5GB Plan$****** Shipping$4.99 Taxes$13.65 Fees$***** Total$246.14 MMO_1063304 Cat S62 Smartphone ****** 12mo 5gb phone plan ****** subtotal ****** recovery fee ***** shipping handling 0.00 sales tax 6% ***** total ****** I'd like you to go after them for fraud in addition to a refund.Business Response
Date: 08/19/2024
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: 08/22/2024
I have spoken to someone from mint mobile who said they'd issue a refund. I do not yet have any indication of the refund going through so I must say that my complaint is unresolved at this time. The refund if it happens is an acceptable resolution to this issue.Business Response
Date: 08/29/2024
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: 09/05/2024
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:08/12/2024
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.
My phone plan with Mint Mobile never worked properly. I was able to receive text messages but not group messages or phone calls. I tried calling several times to troubleshoot but they were not able to fix the issue. They said that they couldn't connect me directly with the technical team - the technical team would need to call me, but they never called. This happened several times. After that I was told if I renew my plan for another 3 months, they would refund the $ if we couldn't get it working. I renewed the plan but today after we never got it working, I was told they would not refund me.Business Response
Date: 08/19/2024
Hello,
In regards to this concern, we will be in contact with the customer for additional details so we can provide a resolution.
Thank you,
Mint MobileInitial Complaint
Date:08/12/2024
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 want my number back **** had this number 30 yrs paid to get it from bellsouth took it to T-Mobile then to *********** claim the number is lost n can't be retrieved yet it will e given out to another customer it doesn't make a lot of sense I would like my number found n reinstated **************** sent emails to the back office which came back void this should go through to a technical team but I was told there was none how when this is a phone service company so who handles the technical issues for the company I have asked for corp contact was refused the information by the rep **** called on this issue 12 times before i came here to this site This particular phone not is legally mine n i have a right to it to port it out whatever i wish to do with it. Cause I paid for the number 30 years ago n it has been my number up until now Mint mobile give me my number **********Business Response
Date: 08/16/2024
Hello,
In regards to this concern, we have confirmed that the account was cancelled due to non payment.
Per our Terms and Conditions (*****************************************************************):
8.12 Suspension and Cancellation. If your account is deactivated due to nonpayment, your account will be in a suspended status for 60 days. If your account is not reactivated within the 60-day period, it will be cancelled. If your account is cancelled, your remaining balance will be forfeited, except as otherwise required by applicable law. For any cancelled accounts, we may reassign the phone number associated with your account, and may be unable to transfer that number to a different carrier.
Thank you,
Mint MobileInitial Complaint
Date:08/09/2024
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.
Mint Mobile accepted payment for cellular services and failed to provide the same on August 9th.Business Response
Date: 08/12/2024
Hello,
We have resolved this issue and the account should reflect the updates.
Thank you,
Mint MobileInitial Complaint
Date:08/09/2024
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 identity theft a **** in my name or my Grandmother's name who is no longer alive. I dated my mail carrier for about 4 years. My drivers licensed was mailed 4 times from the *** I never recieved any of them. I found out the mail man I was dating was taking my oldest daughter on trips. So we ended it. He had a cable bill thru spectrum in coveted to my mobile device. When I confronted him he changed his service to Medicom. I was there and answered the door. He has been hacking my phones thru some international company. He showed me a credit card he used to try to pay my phone bill. However, hide the name. Then I find out a credit card has been being used on my account for months. I have called Mint mobile several times then I get re routed to international companies. I have lost work missed appointments. Not been able to get voicemails or make calls. My ozone says fixed dialing numbers only. I TOOK A PHOTO OF MY PHONE INFO WHEN I BOUGHT IT. NOW IT SHOWS 2 SIM SLOTS WITH 2 IMEID NUMBERS.. I CALLED *** ADDRESS AFELIATED THEY WOUKD NOT PROVIDE ME WITH INFORMATION. THEY HANG UP OR ITS A COUNTRY FROM ** OR ****. MY X BOUGHT A PASSPORT RECENTLY. HE HAS USED THIS CARD. PLEASE HELP ITS DESTROYING MY LIFE...Business Response
Date: 08/15/2024
Hello,
In regards to this concern, we have contacted the customer for additional details so we can provide a resolution.
Thank you,
Mint MobileInitial Complaint
Date:08/09/2024
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 Friday July 26, 2024, I received an email from Mint informing me that they submitted my refund but it was declined by my bank. They suggested I contact my bank to find out why. I did. My bank said, they submitted your refund to your old account. Which when I requested the refund, I gave them my new debit card info because my previous debit card was lost and whoever found it tried going shopping and having dinner with MY card. So the bank naturally, closed that account and debit card and opened up a new account and provided me with a new debit card. I contacted Mint via telephone to inform them of this and first I was told well theres nothing we can do it has to be refunded to the account/debit card that was used when you made the payment. I asked to speak with a supervisor because that made NO SENSE to me. the supervisor asked me a series of questions and said ok, I submitted this to our refund processing **** and escalated it because you've been waiting for this refund for too long now. She said, it takes 24 - 48 hours for an approval, then it will be submitted to your account. I said ok, I appreciate that. That was Thurs. August 1, 2024. It is now Friday August 9 & I have called 4 times and have been told that its still waiting for an approval. Its 2024 and I cannot figure out for the life of me what takes 10 days to approve a refund that was already approved but sent to a closed account due to my account being compromised. The first time the refund was sent it was July 25 and the bank *** told me it was declined July 26. So, what the hold up is on a refund that was already submitted to me I don't have a clue! It doesn't take 10 days for a ****. to approve something. NO WAY!Business Response
Date: 08/16/2024
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:08/08/2024
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 am not able to hear any new voice mail messages. Any new voice mail messages received are automatically deleted. Before any attempt to listen to NEW VOICE MAIL messages, I am forced to listen to auto message prompt to re-save messages that are already marked for deletion, thus preventing me from listening to NEW VOICE MAIL messages. I have submitted complaint through the BBB in the past on this problem with no resolution. Mint Mobile needs to change the Voice Mail Call order to New Messages First to be listened too, all other request to re-save, delete etc. must come after.Business Response
Date: 08/15/2024
Hello,
In regards to this concern, our teams are reviewing the customer's feedback regarding voicemail for future implementations. In the meantime, customers can utilize visual voicemail to access and manage their voicemail messages: *****************************************************************************
Mint Mobile
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