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:06/26/2025

  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 three-month plan on June 4, 2025 and my order number is MT7677674. After giving the service a fair try, Ive found that the signal and coverage in my area are consistently poor and unreliable, making it difficult for me to use the service effectively.Since Ive only used about three weeks of the plan (22 days) and no longer intend to continue using the remaining two months, I kindly request a partial refund for the unused portion of the service.

  Business Response

  Date: 07/01/2025

  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:06/26/2025

  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 June the 9th 2025 I requested a refund for the unused 6 months of mobile service I was receiving from mint mobile and I was told it would be 7-10 business days for the refund to get back to my bank 7-10 days had come and gone and I went back to inquire with them and then they tell me 7-10 days from June 11th 2025 when the refund was approved still no refund as of June 26 2025 so when I inquired with them they kept tellin me the refund was sent to my bank and i have screen shots from them that there was no refund sent to my bank .. lo and behold Mobile found that they made an error so apparently now its gonna take another 7 to 10 days for my refund because they screwed up Ill be waiting almost a month for my refund by the time I actually get it. Not to mention the endless arguments with mint Mobile telling them that my bank does not have it and then my bank does not see it.

  Business Response

  Date: 07/01/2025

  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:06/25/2025

  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.

  On or about June 20, 2025, I attempted to log on to my MINT account in order to renew the subscription. My password did not work so I opted to have a code sent so I could reset the password. The code was never received although several attempts were made. At this time, the account was still active and able to send and receive calls and texts. The account was suspended shortly thereafter due to the expiration. I contacted Customer Support several times but they were unable to reset the password while the account was suspended. On this last call (June 25, 2025), I was promised that if the account was renewed, they could reset the password. I agreed to renew the account and verified that the phone was again able to send and receive texts. The Service *** said she had sent the password reset code but it was not received, yet again. The phone call was cut off shortly thereafter. I also tried to send the code from my end- it was not received. It is apparent that their system is not able to contact the phone and some IT personnel should be involved to correct the issue but they have so far been unwilling to make that happen.

  Business Response

  Date: 06/30/2025

  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:06/25/2025

  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 had switched to Mint Mobile yesterday evening and paid them a down payment of $104.42 to start the service.Then our phones stopped working I also contacted them via their App and the chatBot could not decipher my questions and when I called Customer Support the calls kept cutting off. I also sent an email which bounced back as address not found So I went back to Cricket and Cricket wanted to help us keep our Original phone numbers which is on the ***** Card from Mint Mobile but when the Cricket Representative called Mint Mobile the calls kept disconnecting So Cricket said Mint Mobile is holding the phone numbers so we had to get NEW phone numbers to get us a phone service immediately because we were not able to get our original phone numbers transferred back to Cricket

  Business Response

  Date: 06/30/2025

  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: 06/30/2025

  
  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. Also all monies were refunded to my account 

  
  Regards,
  
  ****** ****
  
   

  
  

• Initial Complaint

  Date:06/25/2025

  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 purchase an additional line of service form Mint Mobile, there are multiple issues that regardless of the amount of calls to thier support I am unable to A) get someone who speaks proper english and is understandable B) get someone who isnt rude C) get someone to actually follow thru without hang*** up on me.1) The plan was advertised as a 3 month plan, I purchased the plan on June 9, 2025 although I paid for, and it clearly states its a 3 month plan, Mint Mobile claims that 3 months is 90 days, this basically steals 2 days from me, I get it's only two days but its deceptive and a poor way of treat*** people, maybe even illegal.2) I never set up my voicemail as I do not want peolle to have the opportunity to leave me a message although when people call they still get sent to voicemail, I called almost 20 times in 2 days, they continued to hang up on me. I was told if I dont set up the voicemail (which I never did) then it wouldnt work, I called from two alternate numbers and let the last representative listen and he said it was a tower issue~~~ The line I was call *** from was a seperate Mint Mobile line, the solutions / excuses didn't hold water so he too hung up on me.3) my data is extremely slow 4) mint mobile has somehow blocked me from call*** them from the ************ number.There are other issues that need to be addressed but I have spent way to much time on this, lets resolve the simple issues.

  Business Response

  Date: 06/30/2025

  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: 06/30/2025

  I received an email from them, they said they will issue a refund if I want to leave them.

  i replied within an hour stating that I prefer to RESOLVE the issues and not go through the process of leaving them.  
  I have heard nothing back since.  
  Therefore the response they are working with me is not true. 

  Business Response

  Date: 07/07/2025

  Hello,
  In regards to this matter, we last heard from the customer on 7/4/25 and are awaiting a response.  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:06/25/2025

  Type:Product 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 signed up with Mint Mobile on June 4, 2025 after completing their online questionnaire that stated I should receive excellent phone coverage/reception from my home in ****, ************. Once my service was activated, I found I had zero ability to make a phone call from the state I signed up in (*******)! I was signing up in the state of ******* as I was leaving a cellphone carrier that was part of a package deal via that friend's account who lives there. I needed the account number, etc. in person should there be any questions I couldn't answer, to make the switch. Through using my friend's cellphone in *******, I was able to contact Mint Mobile about that problem. I was assured that I would have excellent phone coverage once I was back in my home state of ************. Once back home in ****, ************ (a few days later) I experienced poor phone reception from my house and much of the time zero ability to make a phone call even to Mint Mobile to report the problem! Once I was able to report the issues, they stated they would reboot to a different cell tower. No improvement! By the time I was able to fully assess the lack of phone connectivity & report that I would have to discontinue their "service", the customer *** led me to believe there would not be a problem regarding a refund and I would receive an email regarding that. The email I received stated that I missed the deadline to cancel with a refund by 3 days. I would accept a partial refund as I was forced to prepay 3 months of service just to sign up with Mint Mobile. I think a reasonable refund would be at least 2 months. They advertised excellent phone reception for my zip code and it was anything but!

  Business Response

  Date: 06/30/2025

  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
  
  

  Customer Answer

  Date: 07/01/2025

  
  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:06/24/2025

  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 am filing a complaint against Mint Mobile regarding an unauthorized charge for a 12-month prepaid plan. I was unexpectedly charged for a full 12-month plan($360) without receiving any clear confirmation of enrollment or purchase. It appears I was automatically enrolled in this long-term plan without my explicit consent or proper *************** soon as I realized the charge and that I had been enrolled in a plan I did not intend to purchase, I contacted Mint Mobile to cancel and request a refund. However, they refused to issue any refund, even though the service period had just begun and I had not used the majority of the service. I believe this is an unfair and deceptive business practice enrolling customers automatically without clear consent, then refusing to refund unused service upon prompt cancellation.I am requesting a full refund for the 12-month plan that I did not knowingly authorize or use.

  Business Response

  Date: 06/30/2025

  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:06/24/2025

  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 recently discovered that Mint Mobile has been charging my ***** credit card ending in 2766 every 3 months for over 3 years for a mobile line I have never used, did not knowingly renew, and no longer have access ******* are the key facts:I do not have the *** card and have never used the service 0 minutes, 0 texts, and 0 data.The name on the account was entered incorrectly as Haigia, while my actual name is Haijia, which may have contributed to the confusion.The charges were sent to an old email inbox that I no longer check and billed to a credit card I rarely monitor, so I was unaware the subscription continued.The earliest receipt I located is from February 9, 2022 (Order #********) for $67.29. This same charge has repeated approximately every 3 months since then.I never received a ***, used any part of the service, or authorized continued billing beyond what I thought was a trial.I attempted to resolve this with Mint Mobile by email, but the automated response stated the support inbox is not monitored and directed me to chat, which requires account credentials I do not have. I believe it is unreasonable to require login access when I am reporting billing I was not aware of and never used.I am requesting:1.Immediate cancellation of the account/******** full refund of all unused charges.3.If a full refund is not possible, a good-faith partial refund or credit for the unused time would be appreciated.Based on email receipts and my ***** credit card records, I was charged the following:2022: Feb 9 $67.29, May 10 $82.29, Aug 8 $82.44, Nov 6 $82.37 2023: Feb 4 $67.52, May 5 $67.18, Aug 3 $67.19, Nov 1 $67.27 2024: Jan 30 $67.28, Apr 29 $67.25, Jul 28 $68.44, Oct 26 $68.46 2025: Jan 24 $68.54, Apr 24 $68.08 This totals approximately $990.60 in charges for an unused service with no activity. I respectfully request a refund and account cancellation. I can provide billing records if needed.Thank you for your time and assistance.

  Business Response

  Date: 06/30/2025

  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:06/23/2025

  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.

  Ordered a cell phone and 12 month plan and they switched my plan after I started it to a buy 6 get 6 and told me not to worry - I was still getting the 12 months of service. At month 6, my service was shut off and I was told I must bring in another line in order to receive my remaining 6 months of service at the discounted rate. Classic bait and switch!

  Business Response

  Date: 06/30/2025

  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:06/23/2025

  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 am submitting this complaint against Mint Mobile for failure to provide essential mobile services as advertised, refusal to resolve the issue, and denial of refund for prepaid unused *********** November 2024, I prepaid for a 12-month plan with Mint Mobile. The companys advertised coverage map listed my area (******, ********) as having strong 5G coverage.Since relocating to ****** in June 2025, I have experienced persistent and severe service failures, including complete inability to send/receive calls or texts, no mobile data, and no notifications of missed calls. This issue started around June 16, 2025, and has worsened over time. The service has been so unreliable that I was unable to perform essential functions of my job, including make calls and send messages for client communications, use ****** Map on phone.Upon contacting Mint Mobile customer support multiple times, I was told vaguely that the issue was due to issue with their tower with no estimated timeline for repair, and no alternative solutions (replacement SIM, WiFi calling, roaming, temporary workaround) were offered. In addition, **** failed to provide any proactive notification of this extended service outage.The situation became untenable on June 23, 2025, when I again could not make important calls. I was forced to port my number to another carrier to resume normal work communications.When I requested a pro-rated refund for the remaining unused months of service (JulyOctober 2025), Mint Mobile acknowledged the issue was on their fault but flatly refused any refund or compensation. And they refused to chat with me anymore; my chat with them got no response.Grounds of Complaint:Failure to provide the basic telecommunications service as contracted.Deceptive or misleading advertising Failure to notify consumers of extended service outages.Refusal to resolve the issue or provide an alternative.Refusal to refund prepaid service that could not be used due to ************* failure.

  Business Response

  Date: 06/27/2025

  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