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:07/28/2025

  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 prepaid for an account that started in August 2025 to run through August 2026. Then Do to poor customer service on another matter, I decided to go to a different carrier. The representative from **** told me a refund had been started. I followed up the next week and was informed that I was not entitled to a refund since it had been more then & days since I paid for the account. Even though the account time had not started yet. They lied and then refuse to let me speak to a supervisor.

  Business Response

  Date: 08/04/2025

  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:07/28/2025

  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 need this phone for my work number. So I bought a phone from mint mobile. Mint mobile was selling this phone for 3 times the price as every where else. I finally get it and the customer service *****. No one speaks or understands good English or they hang up on you. I paid for 3 months of service. Now they have my phone for my phone shut off and are giving me trouble. I literally just got the 3 months like 2 weeks ago.

  Business Response

  Date: 08/04/2025

  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: 08/04/2025

  This is the thing. I bought this phone from mint mobile. i wanna get refunded on that. i only bought the phone from mint mobile cause i thought the set up would be easier. so my understanding is. the person who sold me the phone, didnt send me the right sim card. even know whats the point of me buying a phone from them. they offered me 3 months of free service and i almost took it. but honestly.  i am just going to use my personal phone for work and get rid of this mint phone. i will like for them to send me a box so that i can return it. simple. its been bad dealing with mint. i just want it returned.. yes they returned me the service that i paid for. but they didnt send me a box for this phone. they are not going to pay me back for the advertisement i paid for. nothing. they dont wanna let my phone go .

  Business Response

  Date: 08/11/2025

  Hello,
  We are still working with the customer to resolve this matter and process the return. 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: 08/12/2025

  they have contacted me many times.  Trying to get me to stay.  They said they were going to over night me a return bag for the phone.  
  

  theres no reason for me to keep the phone. Maybe next time they sale someone a phone.  They will sale them everything they need. 
  

  complete was of time honestly. 

• Initial Complaint

  Date:07/28/2025

  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.

  7/10/25 ordered new sim and phone ******* pixel 9) from mint mobile promotion, received it and tried to set it up but unsuccessfully, called mint mobile customer service 6 times in the course of 2 weeks without any resolution. Requested a refund for the phone and sim, returned it, told them that the phone is stuck in setup. The phone is stuck in set up and won't go past it, unable to reset it or factory reset, tried multiple times without success. Informed customer service of this multiple times on the phone and in emails. They sent the phone back to me without the sim. I have the phone on 7/28/25, I put in my own sim that is working on my own phone but when placed in the ****** pixel 9 phone, it does not recognize the sim. It stays stuck in set up. Called customer service without resolution again.

  Business Response

  Date: 08/04/2025

  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:07/24/2025

  Type:Sales and Advertising 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 tried to leave mint before they renewed my plan. They would not provide the account number and transfer pin online, so I had to call customer service. **************** was closed and I was forced to renew the next day. I'm very busy with my work, and I did not get a chance to call them during business hours until 12 days later. They hung up on me the first time. They finally provided the pin. They would not provide a prorated refund for my unused service because it had been longer than 7 days. It should not be harder to leave a service like this than it is to join.

  Business Response

  Date: 07/29/2025

  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: 07/29/2025

  I was finally able to transfer one of my two numbers out. The first ***** to give me an account number gave me the wrong one for my wife, stating that our account number was the same. I had to call again a few days later and mint then told me that there are.two account numbers. They furnished me with the correct ones at that point.

  It should not be such a PITA to leave. I will not be receiving any refunds for unused service.

  Business Response

  Date: 08/04/2025

  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: 08/05/2025

  They cannot fix what has already occurred. The only fix is to allow customers to obtain their information without having to jump through hoops. 

• Initial Complaint

  Date:07/24/2025

  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.

  3-4 years with **** and no complaints. Now I need their help, and it's rough.July 17 - My phone is stolen. I ***ort this to Mint w/in a few hours. The ***** confirms my name, phone number, email, and mailing address. He says he is stopping the service to my phone and offers to send a ***lacement SIM. I cannot check my email for the code he sends, and he has no other option - so no SIM. He does NOT explain that he actually is SUSPENDING my account. Now it is locked and flagged as past due, though I've paid in advance for service through June 2026.July 20 - Because I cannot access my account and need details for a police ***ort, I call Mint to request them. I verify my identity as before. The ***** insists that the ONLY way he can send what I need is by TEXT to the phone number on the account - i.e., to the stolen, deactivated phone. I ask him to text my temporary number or email the address on my account, since he has verified my identity. He says no. I ask why. His response: "Security." My only option? Write the **** and SIM numbers by hand (that's secure?). I do and end the call.JULY 23 - After ordering a ***lacement phone, I call Mint to request a new SIM. The *** this time says the "team" must create a "ticket" to provide access to the account and send a SIM, which is completely different from the first ***'s message. I am completely frustrated -more so when *** says I requested the "suspension" of service. I tell her I didn't "request" a suspension, and the first ***** did NOT explain that I would lose account access. She says the ***** did not have a chance to "educate" me b/c I ended the call after getting the **** numbers. I say she is confusing the first and second calls, and I don't appreciate her blaming me for Mint's lack of support.I tell her to create the "ticket" and I will decide if I want to stay with Mint. The Mint *** disconnects.All I need a new SIM and access to my account. Mint seems more interested in sticking to their script.

  Business Response

  Date: 07/28/2025

  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: 07/31/2025

   The issue is not resolved. I have been contacted by email to set up a time for a call. That's all. It's now been two weeks since my phone was stolen.

  Business Response

  Date: 08/06/2025

  Hello,
  In regards to this matter, we have confirmed that a replacement eSIM was sent to the customer on 8/1/25. 
  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:07/23/2025

  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 moved my line from ******* to Mint (phone number ************, fully unlocked phone that was over 3 years old. No service issues. Transferring went great. Since it was so much cheaper, I made another main account for my 2 oldest kids ( phone numbers ********** and **********). So 2 accounts under my name. I added the 2nd account 3 months in or so. So I paid my bill, about 127 for 3 months, then paid their bill at first month at $120 or so for 2 lines. Again, no service issues. Then my daughter turned 11 so I'm like what the heck, let's open a 3rd account under my name (I'm a single mom so I needed small bills paid in opposite months so it wasn't all at once) her number is **********. Again, service great. I paid $65 for her every 3 months. After a while, my top tier phone with no damage and no faults, wouldn't connect to the network. It stayed on. 911 only, or NO SERVICE AT ALL. Once again, clean imei, i had an e sim with mint. My bill I paid 2-3 days before it shut off service. ($128 about) for 3 weeks I was reaching out to Mint, called repeatedly using my kids phones, over 12 hours in that 3 weeks. Nothing was resolved. Their workers either 1- hung up on me. 2- they all said there was a tower issue that would be fixed within 48 hours(for 3 weeks they said that) long story short i asked for a refund for unused days(prorated)on 2 accounts and full refund on my line since i didnt have service for almost a month. They told me no. Only "new" customers within 7 days can request a refund. I wouldn't have left had they fixed the "tower" issue which was BS because 3 of my kids phones worked just fine. I had to drop $500 at a new company and transfer all numbers because of their dirty business. They stole $275 from me from my new paid bill for my line and 3 other lines that they wouldn't give me prorated back for unused data and time, due to their tower issues. They stole from a single mom with 4 kids, 3 of my kids are disabled. They told me to just use wifi at home

  Business Response

  Date: 07/28/2025

  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:07/23/2025

  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 never write complaints, but I have also never dealt with such poor customer service and communication. Last night I tried to renew my 3 month plan, however, I wanted to start paying for the plan with a card I did not have on file. This seems like an easy problem to solve and probably would be for any competent phone company. I tried first changing the card details on the app on my phone and got an error, then I started a live chat with an agent who also could not help me and was given a phone number to call. They put me through to an automated payment line, which also did not work. I tried multiple different cards as well as my friends' cards, which would have no reason to be declined. Then I was put through to the payments team to give my card number over the phone. Again, this did not work, and, again, I used multiple different cards that all failed to work for some unknown reason. I was hung up on. I called again and went through the exact same process and was hung up on again. And again. Such unprofessionalism to have been hung up on by the customer service team and having to explain myself over and over again. This took over three hours, and I still got no resolution or guidance at all from this company. I have severe social anxiety and struggle as it is with talking on the phone so this experience was very traumatic to me and ruined my evening, as well as plans I had on that night that I could no longer attend because they couldn't simply renew my plan. I was literally begging them to take my money and they still wouldn't do it. I am changing service providers and will never use this company again.

  Business Response

  Date: 07/28/2025

  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:07/22/2025

  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 12-month 5GB plan with Mint Mobile with an eSIM in July 2025. Since activating it, *** experienced constant service failures my phone shows *********** SOS Only, or No eSIM despite being in a clearly covered area per Mints own coverage map.I followed all basic troubleshooting steps (restarting phone, toggling airplane mode, resetting network settings). After contacting support, they issued a replacement eSIM, which worked for only half a day before the issue returned.Ive contacted Mint four times for support, but they continue to run me in circles with the same troubleshooting and have refused to escalate or offer a real solution. They also refused a refund, citing their 7-day return policy, even though the issue is technical and the service has never worked properly.I am unhappy with the service that does not work as advertised and the response from the customer service that has failed to make a meaningful resolution. I am seeking full or pro-rated refund. Im filing this complaint because **** has not made good on providing the service I paid for and has not resolved the issue despite multiple opportunities.

  Business Response

  Date: 07/28/2025

  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:07/22/2025

  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 paid $391.65 on 9/24/2024 for Mint Mobiles 12-Month Unlimited Plan, valid through September 3, 2025.Mint Mobile has disconnected my service twice, falsely claiming I must renew my plan to restore service despite already having paid for a full year.This issue first happened in June 2025, and again in July 2025.Both times,Mint Mobile suspended my account without warning,making it impossible to call or use 611.I was forced to use their online chat,which continuously looped me into a queue and recommended calling customer support which I couldnt do because Mint Mobile disabled my phone service.I was told I had violated their so-called unlimited policy and was accused of using my personal phone for business purposes which is not true.When I asked if they could email me letting me know my daily caps they refused to send me anything by email.The ***resentative admitted they have undisclosed daily call and usage limits limits that are never mentioned in their public plan description.Attached is the official broadband disclosure on Mint Mobiles website for the Nowhere in this disclosure is there any mention of a daily cap on calls,call minute limits,or that users may be disconnected without warning if they use their phone too ******* clearly states the plan is unlimited, with no additional data charges and no early termination ******* July,they refused to do anything.they told me to find a different carrier even though I have two months left on my fully p***aid plan.When I called another *** again accused me of business use,refused to send any documentation by email,and stated they can terminate service at their discretion.He even said its not normal to be on the phone that long, but also admitted he personally uses his phone at work and doesnt care implying he sees no issue with ignoring Mint Mobiles policies himself. Mint Mobiles socalled Unlimited Plan is misleading,restrictive,and poorly managed.

  Business Response

  Date: 07/28/2025

  Hello,
  In regards to this matter, 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.
  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: 07/28/2025

   Please note that I prefer written communication via email only. This is due to previous poor experiences with your phone support, and I wish to have a clear, documented record of all interactions regarding this matter.
  Additionally, Id like to clarify that I have not received any phone calls or voicemails from Mint Mobile regarding this issue, despite your claim to the ***********************. If you believe contact attempts were made, please provide details such as dates and times.
  I would appreciate a prompt and direct response to the following concerns:
  Why am I experiencing daily and weekly calling caps on an unlimited plan that I paid for in full for the entire year?
  Why was my phone service blocked twice, and why havent I received clear explanations for these disruptions?
  Several of your representatives have stated that my plan is not truly unlimited. If that is indeed the case, please explain how this aligns with the advertised features of the plan I purchased.
  Please respond via email at your earliest convenience.

  Business Response

  Date: 08/01/2025

  Hello,
  In regards to this matter, we have attempted to contact the customer on 7/23/25 and 7/27/25 via the email 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.
  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:07/21/2025

  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 called to cancel the order immediately. I was told to call back in 2 hours to wait for it to leave processing status. I called 12 hours later, received the same response, and was told they put in a cancellation request so it would not ship. I received a shipping notification today and told cs to intercept their own package ans refund my package immediately. She says the refund request was today and I have to wait. I told her that was my own request and that it should have never shipped. She ignored me once I asked for a supervisor. This company is holding my money for what will be weeks now and im not accepting the package at all. It will be returned to sender. ***** this company at all costs.

  Business Response

  Date: 07/28/2025

  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