Business Profile
Mobile Phone Service
Mint MobileThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 2,600 total complaints in the last 3 years.
- 666 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:07/07/2024
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 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 MobileCustomer 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 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.
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 MobileCustomer 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 $107 out of my account from ********************** and if you need the receipt, I have receipts.Business Response
Date: 07/15/2024
Hello,
In regards to this concern, we have attempted to contact the customer via the email and/or phone provided on this form. If the customer could respond to us at their earliest convenience, with the information we have requested, we would be happy to assist them in resolving this matter.
Thank you,
Mint MobileInitial Complaint
Date:07/06/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I'm a new user of mint. This afternoon I saw that their 3 month plan was a good option so chose the unlimited plan but when I activated it I found out it was a 5G per month plan. I'm pretty sure I chose the right option at that time because they have the same price I requested customer service to change the package. But I was told that I can't change it and I was very disappointed and angry about it. This is the same price package, there is no reason why it cannot be changed and the solution offered was to pay an outrageous price that shouldn't have been, which I can't accept, it was a stupid attempt. Also they were inconsistent in their agendas, the first person said they could change it for me, but 20min later it still hadn't been changed. The second agent acted like a robot and asked me to pay an extra 120$ when the original package was only 15$ a month. I think I was treated unfairly and poorly.I hope someone could help me to solve this problem and make my plan as it should be.Business Response
Date: 07/10/2024
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:07/05/2024
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.
Ordered a phone and sim kit upon arrival the sim was unable to be activated just continued to load on web /app..call to customer service was advised the system was experiencing issues and to try again in a few hours..wait until the next day to try again..same issue call again same reponse..this goes on 3 days..3rd day call advise I want a refund and to return products was advised id be emailed return slip and confirmation within a few hours..several pass ..no email so i call to follow up no one can find my order number or record of my earlier ..threaten with this complaint ooh we found it and I'm given assurances that it is in the system and told to wait 4 hours for return label..ask for my ticket transaction number and reps ******* can not give out told to use my original order number for tracking..ask how if I've initiated a return is there not a separate number ask for supervisor..there isn't one..tell her I'm filing a complaint she has my ticket number now smh but I still have no label to return this mess..will never do buisness with these crooks againBusiness Response
Date: 07/08/2024
Hello,
In regards to this concern, we have contacted the customer to get the device returned, once we receive the device a full refund will be provided to the customer.
Thank you,
******************Customer Answer
Date: 07/12/2024
per **** tracking mint has been in possession of the device for 2 buisness days and has yet to respond to my email asking for confirmation they have received the deviceBusiness 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:07/04/2024
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.
Agent: ***** ID: ******* Time: 6:29 PM Mint Mobile:I asked for many times. For the promised same data plan I have 12 months doe $120 Agent declining to honor discount offer.Promotion:Usually they will give a discount once the plan has ended. For 5GB plan instead of $180 you pay $150.Referral.What discount ? For 15GB ************ team ?Usually, back office.Email: Declining to give Email.Address: Declining postal address.Business Response
Date: 07/08/2024
Hello,
In regards to this concern, the customer was asking for personal information from the support agent which is against policy. Additionally, there are no discounts or promotions for renewals unless the customer received an email offer. We have also confirmed the customer had previously received a one time courtesy credit to their account.
Thank you,
Mint MobileInitial Complaint
Date:07/04/2024
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.
I purchased the phone service in October 2023. The package wasn't received due to it was lost in the mail. I called to have it replaced, it was resent to me recieved in November 2023. I called to see if I could return the Sim card for a refund and was informed they wouldn't be able to do that but could send a new Sim card. She sent the new card but it didn't work and I have called over 5 times with everyone that I have spoken to give me different answers on how to fix this problem. Now I want a refund for the Sim card purchased but never used.Business Response
Date: 07/10/2024
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: 07/15/2024
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 can be reached at ********** or ********************** If you call and there's no answer please leave a voicemail; I will call you back.
Regards,
*******************************
Initial Complaint
Date:07/04/2024
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 purchased a bundle which included a mobile device and buying 6 months and receiving 6 months free. I was then told that I could not use this with my current mint mobile phone number. I have tried emailing, I have tried their chat feature, I've tried calling. I received different answers from each person and I keep being told I'm going to receive a return label and I have not. One of the representatives called me 3 hours after the business had closed through the business actual 800 number and tried asking me for a credit card so I think some of their representatives are actually creating fraud as well.Business Response
Date: 07/08/2024
Hello,
In regards to this concern, we have contacted the customer to get the device returned, once we receive the device a full refund will be provided to the customer.
Thank you,
******************Customer Answer
Date: 07/11/2024
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,
*************************
Initial Complaint
Date:07/04/2024
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.
In Jan 2024, after 3 months of service with Mint Mobile, I was ready to commit to a 1-year plan. They were offering a discounted plan ($15 off) to encourage this. Unfortunately, I ended up having to make 3 separate payments within a week to actually renew at the discounted price, as they would not automatically apply the discount unless I used the payment link in the promotional email. Jan 2: $201.77 via PayPal Jan 3: $186.59 via PayPal Jan 7: $186.59 charged to a different Mastercard Mint Mobile refunded the Jan 2 payment, which I confirmed was returned via PayPal. However, they did not refund the Jan 3 payment. For whatever reason, the funds were not applied to my account, which is why they cancelled my service, and thus, I had to renew on Jan 7. I waited 10 business days expecting the 2nd refund, but by then, it still had not come through. I contacted Mint Mobile, and they told me the issue must be with the credit card or PayPal and that I should correct the issue with them. I submitted an inquiry with PayPal on Jan 26. On Feb 14, PayPal concluded that this transaction was processed correctly. I followed up again with Mint Mobile by calling them (probably the 3rd time). They had kept no notes from my previous calls, and English is not their preferred language, so it took me 30 minutes each call just to get them on the same page about the problem. I pointed out that my transaction history (visible in the app) showed order ID ******** posted on Jan 3, and that on Jan 4, the transaction was marked as FLUSH. At that point, they simply state that the funds were never received (even though I can see it on my account!) and that I should deal with my credit card company. They would NOT provide me with any way to contact their accounting department, and they simply refused to take any responsibility for this error.As Mint Mobile has apparently FLUSHED my money away, and has NO interest in providing customer service, I am asking the ******************** to facilitate a resolution.Business Response
Date: 07/09/2024
Hello,
In regards to this concern, we have contacted the customer for additional details so we can provide a resolution.
Thank you,
Mint MobileCustomer Answer
Date: 07/11/2024
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,
*****************************
Initial Complaint
Date:07/03/2024
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.
Ive been waiting over 3 weeks for my refund *** keep getting the run aroundBusiness Response
Date: 07/10/2024
Hello,
In regards to this concern, we have confirmed that a refund has been issued on July 3, 2024. Please allow up to 7-10 business days for the funds to be credited back to the customers account.
Thank you,
******************Initial Complaint
Date:07/03/2024
Type:Sales and Advertising 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 June 21, 2023, I purchased a 1 yr automatically renewable cellphone service plan from Mint Mobile. On June 22, 2024, the plan automatically charged my bank account $202.41 ($180 + taxes and fees). Two days later, on June 24, 2024, I successfully ported out (switched to a new cellphone service provider) via Mint Mobile's chatbot receiving the required account and PIN info to do the service transfer. Later that same day, I communicated with Mint Mobile via their chatbot requesting a prorated refund. The message I received was that since I had ported out, Mint Mobile could not process a refund because the account was closed and they had no way to access my account information. Needless to say, I was angry and waited a few days to calm down before contacting Mint Mobile again. On July 1, 2024, I contacted Mint Mobile customer service via phone and spoke to someone who opened a ticket to process the refund. That same evening I received an email from Mint Mobile stating that "The refund request was invalid because it was outside the 7-day refund policy." Having no other avenue to pursue, I am filing this complaint with the BBB because I believe I deserve to receive a prorated refund for the cellphone service I paid for but haven't used.Business Response
Date: 07/10/2024
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: 07/10/2024
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,
Giacomo Amazon
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