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:07/13/2025
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.
On 7/112025 I paid ****** for the next 3 months, few weeks later my son placed me on his phone carries phone. When I Iasked fir a refund I was denied by the business and my banking institution, stating I had 7 days after the payment to request a refund o. A prepaid service- prepaid!!Which leads me to believe that I just paid Mint Mobile for motherBusiness 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 MobileInitial Complaint
Date:07/12/2025
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.
My family ordered a couple of brand new phone from mint mobile. When they came we opened it up transferred our files and updated the software because the phones were asking to update its software. Now my Brand new IPhone 16 ******* has several issues on the spot. The camera flashing/blinking rapidly and not taking photos, this is the same issues with the video. The phone battery only lasts a day with minimal use (texts, call, and occasional surfing the internet). The touchscreen sometimes lag and unresponsive, and the keyboard often does a ghost touch. The keyboard would disappear in the middle of me typing. So I called mint mobile and explained all these issues and asked for a brand new replacement of the IPhone 16pro max. They told me they could only process a return on full refund. HOWEVER, since I bought this phone together with my husband brand new phone, I must return both phones to them. This is ridiculous and causes a lot of hassle and headaches. My husbands phone does not have a defect nor is it acting weird, just mine. But now I must return both to get a refund. This policy was also not disclosed to us during the purchase!Business Response
Date: 07/17/2025
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 MobileInitial Complaint
Date:07/12/2025
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.
I ordered 2 phones with phone service They sent me an incomplete packsge (missing items) I have rhave tried calling this company at least 9 times. NO HELP I have asked for a supervisor NO HELP I cancelled service and phones then 10 days later Phones are delivered anyhow Still I cannot get answers as to what I was charged when it was charged anything This experience has me left KNOWING I was clearly taken advantage of simply beacause I am DiabledBusiness Response
Date: 07/16/2025
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 MobileInitial Complaint
Date:07/12/2025
Type:Customer Service 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 am reaching out in desperation. I have contacted the customer service line five times during the past week to 10 days, bypassed the ** options, and spoken directly with representativesyet my issue remains unresolved.I am a Mint Mobile customer with the following numbers on my account: ************ and ************. Three months ago, I added a Kids Line *************) and mistakenly enabled 2-step authentication. Also, I intended for this line to be added to my Family Plan, but it never was. Now, since the 2-step process is not working for me, I am unable to access the account to pay the ******** renewal rate due by 7/16/25.Despite calling five timeswith the child presentand following every instruction given by the representatives, we still cannot bypass the 2-step process and gain access to the account. I am extremely frustrated, as this should be a solvable issue. I am the account owner, and it is entirely reasonable to expect that Mint can remove the 2-step authentication upon request in this situation.I need this issue escalated to someone who can take action. There is no point in my continuing to call the customer service line if they are unable to resolve the matter. If this is not fixed promptly, the childs Mint account will be lost, which is unacceptable.I respectfully urge to be contacted as soon as possible with a resolution. Thank you.Business Response
Date: 07/16/2025
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 MobileCustomer Answer
Date: 07/16/2025
Better Business Bureau:
I have reviewed the customer-friendly response and actions made by the business in reference to complaint ID ********, and find that their resolution is satisfactory to me. I consider this complaint resolved.
Regards,
******* ********
Initial Complaint
Date:07/11/2025
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.
No services bar always at one bar or SOS have to have internet to connect. Did trouble shooting and its exactly the same and all I get from service is ph we hope this will be fixed in the futureBusiness Response
Date: 07/16/2025
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 MobileInitial Complaint
Date:07/11/2025
Type:Delivery 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.
At the end of May I placed an order for a new phone and Sim card through mint mobile. It was not delivered in 2-3 days. I went the next week dealing with ***** who could never find it and told me to take it up with mint (I'll be filing a complaint for them as well). It is now almost halfway through July. I have an affirm loan awaiting payments for a phone I never received. I have been jerked around by the returns team at mint mobile. They refuse to accept that my package was lost and keep asking for more info, which I provide in a timely manner, and it has now been "elevated" for about two weeks. I either want the phone I ordered or to just refund the entire affirm loan and forget this ever happened because I am exhausted and need to move on to a new solution to replace my smart phone.Business Response
Date: 07/16/2025
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 MobileInitial Complaint
Date:07/11/2025
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 initiated a phone number transfer from Spectrum to Mint Mobile on June 20, 2025. ******** released the number on that date, but as of July 11, 2025, Mint has still not activated my number or provided any working service.I have contacted Mint Mobile at least a dozen times over the past three weeks. In every instance, Ive been promised a resolution or a callback from a supervisor. No one has contacted me, and my service remains inactive.Because the number was already ported away from ********, I cannot transfer it to another provider unless **** releases it. This means Mint is effectively holding my phone number hostage, leaving me without any working phone service for over three weeks.I filed a complaint with the ********************************* (***), but Mint Mobile has not responded to that either.Business Response
Date: 07/16/2025
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 MobileCustomer Answer
Date: 07/17/2025
While I appreciate that a representative from Mint Mobile did reach out to me, once by phone, and another time by email, my issue is still unresolved. The latest response states "The team is still actively working on it, and I am inquiring about a specific timeframe for resolution. Rest assured, we will keep you informed as soon as there are any developments, and you will be notified of any progress." In other words, I am still without a number almost one month later, and I am no closer to knowing when I will get my number back. I would also like a more specific explanation as to why this has been such a long process. Was the issue not prioritized? Was there some technical issue? If so, what was it, and how can I be assure that the team was actively working on it as opposed to losing sight of it amidst their other duties? But more than that, I simply need this issue to be resolve immediately.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 MobileCustomer Answer
Date: 07/31/2025
The latest response states that Mint Mobile is "working with the customer," but I have had very little communication with them over the past several weeks. I would like them to provide a more specific explanation as to why this has been such a long process. Was the issue not prioritized? Was there some technical issue? If so, what was it, and how can I be assure that the team was actively working on it as opposed to losing sight of it amidst their other duties? But more than that, I simply need this issue to be resolve immediately. In other words, I am still without a number almost two months later, and I am no closer to knowing when I will get my number back.Business Response
Date: 09/03/2025
For the case referenced above, I have confirmed that the customer's phone number was successfully ported to Mint Mobile on 7/30/25. The account is currently active with voice, text, and data usage. We provided the customer with a one time courtesy credit of $30 on 8/4/25 and at that time the customer also agreed that we could close the case.Initial Complaint
Date:07/10/2025
Type:Sales and Advertising 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.
My phone was stolen and I called in to change my email so I could request a new ESIM. I cannot wait 30 days for them to let me request to use the service I prepaid for. My sons dad just died and because I cannot access my phone number I can not access my iCloud which has all my contacts and I cannot access my email where the pastor preforming his burial service is contacting me. I have hours trying to rectify this while I should be focusing on my 10 year old who just lost his dad. I offered to send a copy of my AZ ID card or any other proof they need. Without access to the number I have pre purchased I cannot do what I need to.Business Response
Date: 07/15/2025
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 MobileCustomer Answer
Date: 07/15/2025
mint mobile has done nothing to help resolve this issue. They have not kept communication with me.Business Response
Date: 07/21/2025
Hello,
In regards to this matter, we have attempted to contact the customer via the email provided on this form however we did not receive a response to our email. Additionally, we confirmed the customer was unable to validate the account information. Mint Mobile takes account security very seriously and to protect our customer's privacy and personal information, we may restrict how customers can obtain information or make changes to accounts. To protect your account, our support agents are not allowed to send password reset links, or access and change account details. 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 MobileInitial Complaint
Date:07/09/2025
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.
We have extremely low quality of service, one to no bar in most of house, most text messages are not sent adequately nor received adequately.Business Response
Date: 07/14/2025
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 MobileCustomer Answer
Date: 07/14/2025
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,
***** Sciamama-saghiv
Initial Complaint
Date:07/08/2025
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.
Date of transactions: July 12th and July 13th. These transactions were for cell phone service for 12 months for two lines ************* and ************). On June 15th, I spoke with mint mobile via their chat. Ticket number CRT-******. I started the conversation with giving both phone numbers and said I needed to cancel both lines and needed refunded for both charges of $198.97 as I had turned off the auto renewal online yet they still renewed. They said I would be refunded in 7 to 10 business days. I then clarified, If I will be refunded for both lines and both charges of $198.97. They said yes, you are correct. I've only received one refund. I called and spoke with mint. First they tried to say I was outside of the 7 day trial period. I then gave them the ticket number I listed above and they agreed that we were within the 7 days. They then asked to place me on hold and came back and said that my bank had originally declined the charge. I told them that was not the case as I still see the charge came through. We only received one refund for the June 13th charge.Business Response
Date: 07/14/2025
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 MobileCustomer Answer
Date: 07/17/2025
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,
***** ******
Mint Mobile is NOT a BBB Accredited Business.
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