Complaints

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.

• Initial Complaint

  Date:07/18/2025

  Type:Service or Repair Issues
  Status:

  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.

  **** told me to call customer service for resolution. Yet, that was only a waste of more time. I paid for a new device bundle with 12 months unlimited included. It was supposed to be a new line but they system kicked out the bundle and made it device only purchase but that was incorrect. So I called and spoke to ***** from my mint mobile phone at 7:50 pm today. After 25 mins wasted ***** began rambling and telling me things that served no purpose and further made it a point to tell me I was wrong and noted my account, presumably, and spitefully only making this simple situation more frustrating. You guys told me to call in and a resolution about the unlimited plan would be made. I then requested a supervisor and ***** got on the line. I explained that I have just started a new 12 month $15 plan and that I should have received a $30 plan at no cost on a new line but received no service at all. The fair solution is to just upgrade my current plan from the current $15 plan to the unlimited plan for rest of the 11.5 months and move on. I still need to buy a new device for a new line but for obvious reasons would like this matter resolved before I go buying another device. It's really disappointing that you guys have me calling to resolve this but then the customer no service **** just brush me off and although I'm polite and respectful they become rude and are nothing more than completely unhelpful. Please just make this right and upgrade my plan to make it right , somewhat, because I would have received 12 months unlimited included. I already paid for my renewal 12 months $15 so bumping my account up to the $30 unlimited plan is really only 50% of what was actually expected. Please let's get this done and move forward. Thank you.

  Business Response

  Date: 07/23/2025

  Hello,
  We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

• Initial Complaint

  Date:07/17/2025

  Type:Product Issues
  Status:

  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.

  In mid-July I was made aware through an email from Mint that my order was shipped. I had not placed an order. Below is a timeline of events:18JUN-received an email saying an order has been shipped. I never placed an order, looked into it and found my credit card was compromised and used fraudulently. They used my email but sent the item to a hotel near my actual home. I called Mint and let them know this wasn't a valid order.21JUN-after receiving an email saying it was delivered, I took a chance and went to the hotel. It was delivered there and I was able to take possession of the phone at that time.24JUN - I called for the return process and spoke with Vau (employee #******). Told that there was no record of previous conversations or calls I made. Transferred to the **************** where I talked to ******* and was email a return label.26JUN - Called and attempted to get new return label as the one sent didn't have my address in the return section. It had the hotel it was originally delivered. I wanted the return label to have my address on it. I wasn't able to get this done through them.30JUN - I went to ***** and paid for the return myself to ensure my address was on it. It was confirmed delivered to Mint Mobile Ultra ****************, **************************************************. It arrived at 01JUL2025 @ 9:35am.16JUL-Called in to check on the status of my return and again was told there was no record of any of my previous conversations. I spoke with **** this time and explained all of the above to her. It has supposedly been put into your system, but based on an email recieved I don't believe that's the case. The email asked me if I wanted to return the device. That leads me to believe that nothing was either documented or it wasn't read.I would like a resolution to this as it's been a month since initial communication started with no progress. The phone has been returned and I just want the refund to be made.

  Business Response

  Date: 07/22/2025

  Hello,
  We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  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 needed to upgrade to the unlimited plan with mint. I spoke to a customer care *** who transferred me to retention who stated I was guaranteed approved for a refund of my payment so I could then get a discounted amount for the unlimited plan. Then they transferred me to customer service who refused to process the "guaranteed" refund. I asked to speak to a supervisor who hung up on me. It is completely unprofessional and discouraging and I am requesting them to make it right and either refund me my money so I can change cell plans or upgrade me at a lower cost. This is getting insane that they guaranteed a refund and wanted me to pay $300 for the full price of the upgraded plan while the customer care would reject my refund on the other side.

  Business Response

  Date: 07/21/2025

  Hello,
  We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  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 have been a Mint Mobile customer for years, as has my husband and mother. We are in a "Family" with Mint. I called **************** on 7/5/2025 to let them know my mother had passed away and I wished to delete her from our Family Plan, and have the remaining year's credit transferred to one of our other accounts and her phone deactivated. I was asked which account I wanted the credit transferred to and I ***lied, "It doesn't really matter, since I pay for all of them." The ***resentative told me it would be credited to the primary account holder (me). I was told all would happen immediately. The next day (7/6/2025), I called back as the phone was still active and neither account showed a credit. The person gave me a completely different answer, and in fact, was borderline rude. They said they do not give credit for p***aid service. I told them what the *** told me the day before and they acted like I made that up. I did not. They told me to just wait until the year ran out (end of September) and then the account would be deactivated. I asked to speak to a supervisor. After a ten minute wait, an alleged supervisor told me the same thing. I asked if their policy changed overnight, if the *** yesterday was mistrained, or if I was lied to? They ***lied I must have been lied to. They said there was no way to help me, only to EDUCATE me. I told them I didn't need or ask for education, I needed common sense and compassion. I wasn't cancelling because I changed my mind, but because a family member had DIED. Surely they had a policy or clause for that? They said no, they did not. I am very disgusted with Mint Mobile. Also, this second/third contact with the *** and supposed supervisor took 35 minutes of my time. ******** business practice for loyal customers.

  Business Response

  Date: 07/21/2025

  Hello,
  We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

  Customer Answer

  Date: 07/25/2025

  
  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:07/16/2025

  Type:Product Issues
  Status:

  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 purchased a Mint Mobile plan on [June 19th, 2025], for [$82.86], which was advertised with a 7-day money-back guarantee. Within that period, I decided to cancel and requested a refund. I contacted Mint Mobiles customer service on [June 24th, 2025], well within the 7-day window, but I was denied a refund on the grounds that I had exceeded 200 minutes of usage.However, this usage limit was not made clearly visible or understandable at the point of sale, and no clear warning was given that using the phone plan as intended would void the refund policy. I believe this is a misleading practice, especially considering that the 7-day risk-free trial was used as a selling point.I am requesting a full refund of the purchase amount, as I acted in good faith and within the stated refund period. Mint Mobile has continued to deny my request despite repeated explanations. I am disappointed by the lack of transparency and poor customer care.Please help resolve this matter fairly. - This is the link to their refund policy: ***************************************************** The paragraph about Mint Mobile Plan doesnt mention anything about the amount of calls I have to stay under to get a refund. Plus, they decorated their site with a big emblem saying "7-Day Refund Guarantee."Here are what Mint mobile did wrong: First, the call limits were not clearly disclosed when you signed up. Second, I requested a refund within 7 days, and the policy wasn't accessible or stated in a clear way. Third, the customer service was time-consuming, unresponsive, and dismissive, which increased the total amount of minutes I had to call. Fourth, I attempted to dispute the charge through my credit card company, but the dispute was denied by ****, which was a lie from their part.I demand full refund.

  Business Response

  Date: 07/21/2025

  Hello,
  We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  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've been trying to port out of Mint Mobile to switch providers after discovering that the service in my area was not as good as advertised. They will not provide me with my account number or port pin number. It is not on the website in my account information, and the chat bot insisted on grilling me on why I wanted to port out. I told them, then they referred me to a "real" person to chat with who did the same. They delayed by requiring a security number that they were supposed to provide me via text, but the number they sent they said was not valid. Then they asked for a screenshot of the security number, and while obtaining that and transferring it to my computer, they cut off the chat session, claiming it had been idle for more than 6 minutes, which it had not. They are purposely withholding the information I need to port my number over to another carrier. I believe that is illegal.

  Business Response

  Date: 07/21/2025

  Hello,
  We have resolved this matter per the customers request and the account should reflect the updates.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

• Initial Complaint

  Date:07/14/2025

  Type:Product Issues
  Status:

  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 January 17, 2025, soon after immigrating to the ***** I purchased a SIM card from Mint Mobile. Despite payment, I did not receive functional service for nearly three weeks. As a patient with a serious autoimmune condition requiring continuous care, the lack of mobile access resulted in medical deterioration. I had no way to reach doctors, refill medications, or call emergency transport. This led to two ER visits and a medically confirmed diagnosis of irreversible bone erosion caused by delayed treatment. Emotionally, I endured severe distress navigating a foreign country without identity, phone access, or safety. I missed legal and immigration updates, was unable to open a bank account, and relied on strangers for basic tasks. The companys failure went beyond mere inconvenienceit endangered my health and dignity. Under California Civil Code 1714, Mint Mobile owed a duty of care to its customers and clearly breached it. Their negligence caused quantifiable harmphysical, emotional, and functional. I therefore demand: (1) a formal written apology; (2) full refund of all charges during the disruption; and (3) compensation of $12,500 for damages sustained. This claim is fully supported by medical records, screenshots, and legal correspondence. If unresolved, I will escalate to the ***, California Attorney General, CFPB, and file in Small Claims Court. Let this serve as notice: when service failure crosses into medical endangerment, accountability is not optionalit is legal and ethical necessity.

  Business Response

  Date: 07/18/2025

  Hello,
  We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

• Initial Complaint

  Date:07/13/2025

  Type:Service or Repair Issues
  Status:

  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 went to the store and bought a phone. After words because I do not have a mint mobile store in my area I drove to target which sales mint mobile. The phone guy in the store said to buy the 45 dollar card and they would honor the unlimited service. I bought and went home and set my new phone. My phone never got unlimited. After 5 gig of use it shut down. I bought the phone June 9th and I waited till the phone start service back and call mint mobile today July 13 when I say I had service back. I was told they were refusing to help me because I bought through a 3rd party even though it was for mint mobile service. I have talked to both parties and either will help me fix the problem even though they offer that you can get unlimited for a price which I paid. I never received what they said they offer a new client and I am still in the new client offer. When I called they even said I could call the bbb because they would not and refused to help me or change anything and that they did not care.

  Business Response

  Date: 07/18/2025

  Hello,
  We have resolved this matter per the customers request and the account should reflect the updates.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

• Initial Complaint

  Date:07/13/2025

  Type:Billing Issues
  Status:

  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 sent a letter by regular mail cancelling my Mint Mobile service (attached) I did not get any response from provider. I even cancelled my credit cart to prevent forceful charge from them.Also several times In tried to cancel the service lodging on Mint internet site (although the is no cancellation option whenyou lodged on Mint Mobile site)I lost my phone in January 2025, I was not able to use Mint Mobile service since. Anyway on 07/12/25 they twisted my hands and charged me $387.16 using my debit card which was unfortunately also linked to ****** but which I did not authorize for this service. ******

  Business Response

  Date: 07/18/2025

  Hello,
  In regards to this matter, 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. 
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

• Initial Complaint

  Date:07/13/2025

  Type:Service or Repair Issues
  Status:

  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 purchased a new phone and plan from mint mobile unaware that I wasn't signed on their website (I started in my app that I was signed into). I asked to cancel just the plan and keep my current mint plan with the new phone and was told the only way I can keep my number is to purchase a plan from another carrier and port it back to mint because mint doesn't port numbers from other mint accounts. They want me to $44 a month for affirm payments for a plan I can't use. Either port my number to the new plan or cancel that plan and let me keep the phone for my current mint plan.

  Business Response

  Date: 07/18/2025

  Hello,
  We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile