Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

  • 2,600 total complaints in the last 3 years.
  • 667 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:07/13/2024

    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 have been in conversation with mint mobile since the second of July about porting a number from ******* to the service. When I began this conversation I was charged over $54 to buy a new line and promised that I could port a number into the service. Once I received the information, I began the process to port the number. I spoke with them on multiple days and on Saturday I was told I would have to fill out a form for a refund and that I couldn't be sent sim for the service I already paid for. Unfortunately, I don't know if this is an issue with their off shore call centers not having technical experience, but I do know that it's very hard to get through a bottleneck for any issues I experience with them. I'm writing this complaint because they need to improve their customer service and technical support, because I would like a refund on the lines I paid for OR a solution that will help me port my number.

    Business Response

    Date: 07/19/2024

    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 Mobile

  • Initial Complaint

    Date:07/13/2024

    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.
    I was a new customer to try out ****************** about 2 months ago. Their introductory promotion is $15/month with unlimited data for 3 months. Right now it's introductory period is almost over and I am about to renew, and I found on their website:******************************************************************** the bottom part the *** section, with the question "If I purchased a 3-month plan at an introductory price, what will the cost of my plan be when I renew?" The answer for that is "After you have tried our service and know what data plan is right for you, then you can choose the length of plan depending on how clever you want to get; 3, 6 or 12 months. Mint Tip: You can lock in our introductory 3-month pricing by renewing for 12 months. " But when I call Mint Mobile to express that I want to renew for 12 months to get this $15/month with unlimited data introductory price, Mint Mobile kept refusing honor the deal and told me their *** section is outdated.At this time I was about to be forced to choose a different plan. I believe this is not the honorary way to do business. And I would like to file a complaint.

    Business Response

    Date: 07/19/2024

    Hello,
    In regards to this concern, please note that on the Mint Mobile website where plan offerings are listed (*********************************************) :  Upfront payment of $45 for 3-month plan (equiv. to $15/mo.) reqd. New customer offer for first 3 months only; then full-price plan options available.
    After the introductory period, customers can choose any of the plans that are offered for $15 per month depending on the length and data selected.

    Thank you,
    Mint Mobile

    Customer Answer

    Date: 07/23/2024

    Then why would you tell your new customers that they will be able to renew for 12 months while keeping the initial promotion plan? 

    Business Response

    Date: 07/29/2024

    Hello,
    In regards to this concern, customers who select the 12 month 5 GB plan which is $15 per month.  All of our plans can be found here *********************************************.
    Thank you,
    Mint Mobile
    Thank you,
    Mint Mobile

  • Initial Complaint

    Date:07/12/2024

    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 purchased a 3 month mint mobile sim card as acp was ending and i called them to tell them i wasnt sure when it would be ended and then they said june 1st the supervisor on the phone said no problem she will put a note in my account just call to activate when i ready ahe never said i needed to activate by 45days on the card itself it states that its valid till 07/18/2026 they are refuseing to activate or give a refund

    Business Response

    Date: 07/18/2024

    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:07/12/2024

    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 8th, 2024, I purchased 4 eSIMs from Mint Mobile (see First Mint Mobile Order.pdf).On July 10th, when activating my daughter's eSIM for phone number ************, the website errored on the 'Sit tight while we transfer your number' page. I was redirected to an account profile for the phone number, but it didn't have the email I entered during the phone number transfer process. I managed to add my daughter's name, address, and set a password, but I couldn't set an email without a passcode sent to the phone, which was never activated and therefore couldn't receive SMS messages.I contacted Mint Mobile customer service on July 10th but they couldn't help directly and escalated the issue to a different team to set the email on the account. I was told it would take up to 4 hours and was given a ticket number, L2-315198.After 24 hours with no resolution, I contacted customer service again with my ticket number. They again said it would be escalated and fixed within 4 hours, but did not give a new ticket number.Another 24 hours passed, and on July 12, I contacted customer service once more. I explained the situation and provided the ticket number. The rep said it would be forwarded to a specialist and resolved within 2 hours, giving me another ticket, L2-315905.After waiting another 4 hours, I contacted Mint Mobile to cancel my service and transfer the phone number out. The rep said they couldn't provide the transfer information because the account lacked an email address. She said a specialist would handle it and contact me within 4 hours. They also provided me with a new ticket number, L2-316086. I was never contacted and I have no way to recover my phone number.

    Business Response

    Date: 07/18/2024

    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:07/12/2024

    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.
    Paid for sim card to be sent. Apparently lost by *****. Very hard to get a refund for services never received

    Business Response

    Date: 07/15/2024

    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:07/11/2024

    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.
    I am owed $400 by this company. I switched to Mint Mobile in July of last year. I ordered two phones and 2 ESims and received the phones with two physical **** instead. One of the physical **** was "locked"/"marked as refunded" when I received it and it would not activate. I was on the phone for hours trying to exchange or get a refund since they mailed me a bad sim, even though I ordered Esims. They told me they refunded my original order, and I never received the refund. Every time I call the company, they say they don't see any of the 15 times I have called, and NONE of the reference numbers I have been given ever are real. Then they said I needed to reorder a sim so I could have service because my old service was canceled when I switched. So I paid double for 12 months of service and still have NEVER recieved the refund I am owed. I have tried literally every means to get the money I am owed and nothing has worked. I just want my refund. That would fix this for me. It's that simple. A billion-dollar company should be treating its customers right and not s******* over the little man.

    Business Response

    Date: 07/17/2024

    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:07/09/2024

    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.
    I did ESIM from phone to phone phone ********** its says successfully completed but still no signal, after that here is the story I feel as if I am dealing with an unjust company that wants to hurt our feelings in a diplomatic way. What a company when it gets into trouble and the company opens its doors to insult customers. I want to ask one question: How can I contact you? I tried to call at five oclock six oclock seven oclock morning *********** is closed. How come you say the working hours are from five oclock? In the morning until seven in the evening, I tried to chat with a chatbot, but I did not reach a solution. A stupid person repeats the questions every time and does not connect you to customer service. What a company, the worst company ever. A company that should be tried internationally.

    Business Response

    Date: 07/10/2024

    Hello,
    We have confirmed that the service is working properly as of July 9, 2024 and resolved this concern with the customer.
    Thank you,
    ******************

  • Initial Complaint

    Date:07/08/2024

    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.
    Mint mobile never provided the agreed upon service. Ive been trying to get a refund, however they keep putting up blocks to prevent the refund. I have transferred my service to another provider and will not be using the service that they have never provided.

    Business Response

    Date: 07/09/2024

    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:07/07/2024

    Type:Service or Repair 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 1//1/2024, I purchased a Mint Mobile unlimited yearly plan for $389.24. Paid via **** Debit card. Service worked until approximately 7/5/2024 upon which calls would not go through, and data stopped. Upon logging into the account, a message stated the plan expired on DEC 31 2024 and I needed to make a payment to restore service. I contacted Mint customer care several times by phone and by ******** Messenger, and reps agreed there was a "glitch" and could not resolve the issue so they had to escalate to "level 2 support at T-Mobile" and ********************* provided a ticket number L2-312433 and I was promised a call back with resolution within 2 hours which of course, never happened.As of this writing, the account is still suspended and phone calls to my number are intercepted with a message stating number is not in service, and outgoing calls are routed to T-Mobile with a message stating "you are using a device with an inactive SIM" and T-Mobile routes the call to Mint support who states there is nothing they can do and to "wait for 24 hours for a call back from T-Mobile".

    Business Response

    Date: 07/08/2024

    Hello,
    In regards to this concern, we have resolved the service issue and provided a one time courtesy credit for any inconvenience.
    Thank you, 
    Mint Mobile 

    Customer Answer

    Date: 07/08/2024


    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:07/06/2024

    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.
    Its MINT MOBILE CELLULAR ..I PAID FOR six months of service the service was so terrible. I stopped after one month five months of services owed to me. I didnt get a refund I would like my refund.

    Business Response

    Date: 07/08/2024

    Hello,
    In regards to this concern, the order and port out occurred in 2019 which is outside the timeframe for a refund.
    Thank you, 
    Mint Mobile 

    Customer Answer

    Date: 07/08/2024

    I dont know what mint mobile is talking about 2019 but I have out of my account December 1, 2023 $107. Yes correction $107 not 125 $107 out of my account from ********************** and if you need the receipt, I have receipts. 

    Business Response

    Date: 07/15/2024

    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

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.