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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

  • 2,600 total complaints in the last 3 years.
  • 666 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:06/27/2024

    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 pre-paid for 3 months of service from Mint Mobile on June 17, 2024. They told me that I would receive a sim card in the mail within 2-3 business days. The sim card never came and when I attempted to contact them about it, I could not get any response or resolution. Their website has a chat bot and when you try to speak with an agent, as they tell you you can do, the chat bot simply keeps repeating itself and won't allow you to speak with an agent. They have a phone number to call that they also promise allows you to speak with a human but this is simply untrue--it offers no such possibility. In addition, when I checked the ***** tracking number, it said that the item was returned to Mint Mobile. So I am now out $54.81 and I have nothing and cannot reach a person to resolve this issue. Please don't let this happen to other consumers. I am a disabled senior citizen living on a tiny fixed income. Thank you.

    Business Response

    Date: 06/28/2024

    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: 07/18/2024

    Hi, I filed a complaint against Mint Mobile in June and, thanks to your help, they sent me an email in June stating that I would receive my refund in 7-10 days but I never received it.  I tried reaching out to them to resolve the issue but was unsuccessful in getting in touch with them.  

    It is important that this company is held accountable because their business practices are so subpar that they may be taking advantage of countless consumers.  Please advise.

    Thank you.

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

    Business Response

    Date: 07/23/2024

    Hello,
    In regards to this concern, we have confirmed that a refund was processed to the original credit card used for the *** purchase on June 17, 2024. We recommend the customer to contact their financial institution for further details.
    Thank you,
    Mint Mobile

  • Initial Complaint

    Date:06/27/2024

    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 complain to the *** about mint mobile finding blockchain on my emails and ****** accounts. They PUK my phone number. They then would not release my phone number because they were cashing my email payments or they were told to hold my phone number while other operators and the banks cleaned out my email blockchain. They held my number for 8 months. On 69 they said they issued a refund to my account it'll be there in 10 days. They failed to send the letter by mail. I called they said they sent it to my credit card on file which I did not have. I told them it's a refund they should mail it to my address. They said it's already been sent to the credit card on file. Well that account was is closed because I am now homeless due to instructions of banks and other financial institutions to not give me money deemed mine. Including inheritance, gifts and refunds. That money is going to a minority-owned company called P&THE aka ***************** and the minority phone service operators mainly indian. They are the rainbow after the Storm. I am looking for a refund and check form that is mailed to my address because all my assets had been stripped.

    Business Response

    Date: 07/02/2024

    Hello,
    In regards to this concern, we have confirmed that a refund has been issued to the customer's original payment method so the customer will need to contact their bank to resolve the matter.
    Thank you,
    Mint Mobile

    Customer Answer

    Date: 07/02/2024

    A ****** company attached a link between my cities website account and my metamask wallet. I went and I began to create a wallet but then the page reset and when I tried to enter my password it would not work so I'm assuming this ****** is a part of mint mobile too. If she is she took my men and mask wallet but I managed to delete it. 

    ***************************
    Mint Mobile
    ******************* 100
    Costa Mesa CA  92626

    Business Response

    Date: 07/09/2024

    Hello,
    In regards to this concern, based on the customer's comments, this issue is not related to Mint Mobile.
    Thank you,
    Mint Mobile

  • Initial Complaint

    Date:06/27/2024

    Type:Billing 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've been over charged from the start of *********** 2. They have a program for refer a friend that is and get credit for friend that use my link to come to MM. It has NOT been honored for the friends i've brought aboard and had then to switch companies. 3. MM had a promotion to upgrade all its customers free to more gb. It never happened with me. 4. My network is slow and terrible, I'm receiving calls and voicemails wks later.

    Business Response

    Date: 07/02/2024

    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:06/26/2024

    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.
    The business charged me for two separate purchases. I was refunded one purchase. I never received the second purchase. I asked for refund and the representative says the second purchase is not showing on there end. I see two charges on my account but only one refund.

    Business Response

    Date: 07/02/2024

    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:06/26/2024

    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.
    Purchased a "NEW" phone from mint on 8/25/23 and the phone worked fine for 6 months. The screen stopped responding to finger touch. please note the phone is undamaged and should be covered by a one year warranty. I contacted mint who referred me to ******* and ******* denied the warranty because they say the phone is "used" and the warranty expired 2 years before i purchased it.I have spent many hours on the phone between mint, ******* and ubreakit trying to resolve this. Even Ubreakit says the phone was sold as a "USED" phone.******* agreed to fix the device if a "proper receipt" was given, however the online receipt i gave them wasn't accepted and mint has not provided a receipt to show the device purchase with the **** number on it. It has been over a month since I started trying to figure this out and they just keep delaying and delaying as the warranty expiration gets closer.

    Business Response

    Date: 07/02/2024

    Hello,
    In regards to this concern, we do not offer exchanges or replacements for devices.  A return label has been sent to the customer's email address used for the original order so the customer may return the device for a full refund.
    Thank you,
    Mint Mobile

    Customer Answer

    Date: 07/03/2024


    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:06/26/2024

    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.
    A refund of $131.00 for my underage sons (*********************) account *************** have not received after 2 months when it was supposed to take 10 days.In the process of getting it they made several mistakes where I ended up paying more for their mistakes After 2 months they keep telling the refund has been approved but nothing happened or anything showing up on my bank account.I made more than 10 different calls with as many employees and supervisors but nothing happened

    Business Response

    Date: 07/02/2024

    Hello,
    In regards to this concern, we have confirmed that a refund has been processed and we will notify the customer once it has been completed.
    Thank you,
    Mint Mobile

  • Initial Complaint

    Date:06/26/2024

    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.
    They have been my provider for almost a year now and all of a sudden some numbers I can text and receive calls and some numbers I cannot text or receive calls from and I haven't been able to get a reason for this. When I call for help or technical assistance it is very daunting and they never help me. More than 10 occasions I was told to do a network reset which only disconnects my call with the company.Th"ey never calls me back or try to resolve my issue. For 3 weeks now I have had what they refer to a"ticket" which is supposed to get real help, but they have always closed the ticket claiming they tried to call me and couldn't get through. I have not been able to use my service properly for more than 2 months and the only reason I am still with them is because I have to pay 3 months in advanced. They should not be allowed to collect 3 months in advance without any technical support.

    Business Response

    Date: 07/01/2024

    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:06/26/2024

    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 purchased 2 Sim Cards for Mint Mobile. These are 3 month, 5 GB plan cards. Both were purchased at the same location. Once these cards are opened, a requirement to trying to get them to work, you cannot return them.I attempted to contact customer service for Mint and they are just terrible. Multiple attempts repeating myself and they are asking me to try the same things over and over again. Support landed on 'these are trial ****' which I apparently cannot activate 'that way'. A flat out falsehood since I went and bought a trial sim from another store and it worked fine on the first try. Basically, there was either a mistake in manufacturing, or Mint made a mistake in their database for these cards, or Mint failed to work with the retail stores to RMA expired ****. Either way, not my problem. I sank more than 2 hours of my time trying to resolve it with various calls to Mint technical support. Mint Ticket # L2-300291 I am owed the following:$100.27 for the 2 SIM cards $200 for my time I include a cost for my time, because if there is not a cost to Mint for this failure, there will be no incentive to their business to work to correct these mistakes. Also, they wasted my time with their terrible service.

    Business Response

    Date: 07/01/2024

    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 Mobile

  • Initial Complaint

    Date:06/25/2024

    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.
    they sent a refund to ****** and ****** sent it back to them

    Business Response

    Date: 07/25/2024

    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:06/24/2024

    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.
    I switched to Mint phone Mobile service in order to be able to use WiFi calling when outside the **. My sim is registered under phone number *************. Mint specifically claims that it offers that benefit, including when outside the ** (with exceptions not relevant here). The WiFi calling worked great until Mint introduced a very expensive ********************** some time ago. Now, suddenly WiFi calling does not work any more. I have been outside the ** in ************ for the last two months and twice contacted Mint to switch my WiFi calling back on. Each time they did, and it worked, but the benefit disappeared again after a few days. Mint still tells the world that **** calling works, but that is not the truth. This has caused me much hardship and expense already.

    Business Response

    Date: 07/01/2024

    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 Mobile

    Customer Answer

    Date: 07/03/2024


    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,

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

     

Mint Mobile is NOT a BBB Accredited Business.

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