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:06/22/2025

  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.

  **** and switch mint offers 800 deal for pixel phone and 2 years service takes money. Doesn't have phone in stock and says it will fund your money but doesn't disclose it doesn't have phone and used my money. Only after I filled dispute with bank has anything happened..still waiting for my money back. Mint waisted my time 6 hrs on phone with them. Bad company.

  Business Response

  Date: 06/27/2025

  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
  
  

• Initial Complaint

  Date:06/22/2025

  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 started a number port "**********" from **** to Mint Mobile on 6/2/2025 and as of 6/22/2025 it is still not done. i spoke with ****** from the Office of the President and she told me that **** is all clear to port the number to a provider of my choosing. A week ago from today, i contacted US Mobile to have my number transfer and they cannot do it because Mint has an open request to **** for a transfer and as long as that is open, i am stuck. I have called Mint over 100 times and have been lied to over and over again. I need the BBB to help me in this very real issue. Thanks.

  Business Response

  Date: 06/27/2025

  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
  
  

• Initial Complaint

  Date:06/21/2025

  Type:Billing 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 a cell phone account for myself and my 91 year old mother. On June 12, 2025 both phone lines automatically renewed. The problem was - they billed somebody else's credit card ****0156 - not the one that I had on file (****6183). I've had ****6183 on file from the very beginning and have never changed it.I called on June 13, 2025 to report the problem. Their customer service representative could not figure out how/when/or who changed the credit card number. All of my previous transactions were done with the correct credit card that I had listed on file. How did this unknown credit card number get put in my file???His solution was to have Mint Mobile reimburse the credit card that they charged in error and then recharge the correct credit card that I had submitted. On June 16, I received an email from the Care Resolution Team that the money had been reimbursed. BUT, they only did it for my mother's cell phone number (the secondary line). They did not reimburse the charge they made in error on my account. I replied to their email on June 18 informing them that they only did half the job. They still needed to do the reimbursement for my phone line. I never got a response. When calling customer service, they tell me that I'm now past their 7 day refund policy and can't help me. Meaning - whoever they charged in error was going to have to **** it up and pay for my 12 month cell phone service.THIS IS MINT MOBILE'S MISTAKE. THEY charged somebody else's credit card in error, not the one I had listed on file. I am not asking for them to reimburse a payment so that I can cancel my service. I've been happy with my service. (Until now) All I'm asking is for them to fix THEIR MISTAKE and **** the correct credit card. I feel that Mint Mobile fraudulently billed somebody else's credit card - I'm pretty sure they didn't give Mint permission to do so. And, since it's not my credit card, I don't have the authority to do so, either.

  Business Response

  Date: 06/26/2025

  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: 06/26/2025

  
  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:06/21/2025

  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 switched my mobile carrier plan to ****. I placed an order for 3 15G plans for 3 months of coverage. After purchase, I realized I did not need one of the plans. I spoke to customer service and the representative said she would process the refund for one plan. After I hung up, my phone and my husbands phone stopped working and I received an email stating that all three plans had been cancelled. I reached back out to customer service and was hung up on twice after explaining the situation. I finally spoke to someone who said she could recharge my credit card to activate the two accounts. After I hung up, I received an email confirming that only one account had been reactivated, and I had been charged $105 for 3 months of service instead of $45. My husbands phone still does not work. He removed himself from my account, created his own account, paid for a separate plan, but the new plan will not activate and he is locked out of his account. We left a heritage plan at t-mobile to move to MINT, and it has already been a nightmare. There is zero way to speak to a supervisor or someone in ******* who can help. Our calls has all been outsourced to other countries, weve waited ***** minutes on hold to speak to someone each time, and in every instance we have either been hung up on, had a plan erroneously deactivated, or have been falsely charged. I dont know what else to do but reach out for help from BBB.

  Business Response

  Date: 06/25/2025

  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: 06/27/2025

  to Whom This May Concern:

  I received a generic response from Mint Mobile in response to the BBBs forwarding of my message. They did not offer a solution, only asked that I reply to them, which I did immediately. I have not heard anything back.

   

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

  Business Response

  Date: 07/03/2025

  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: 07/09/2025

  
  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:06/20/2025

  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 4/25/25, I ordered two ******* Galaxy A15 5G phones and two 12-month 5GB promotional plans for a total of $752.34 (order #MMO_472019). On 4/28, Mint Mobile ("MM") shipped the phones by *****. On 5/7, I contacted ***** and was told they were unable to deliver the package because the shipping address was a P.O. Box. ***** contacted MM to get an updated address, but they could not get in contact with anyone. I made arrangements to pick up the package on 5/9. When I arrived at *****, I was told the package was not there. Someone from MM told ***** to return the package. On 5/7, ***** shipped the package to its *****************. I contacted MM and informed them of the situation. I requested the phones be shipped to a new physical address. I was told they first needed to receive the returned phones. On 5/12, I contacted ***** and was told they are holding the package until someone from MM provides them with the account # used to ship the package so they can bill MM for charges incurred in returning the package. I contacted MM and spoke to *****. When I informed ***** about the situation, he said he would issue me a full refund now. He provided me with ticket # CRT ****** and said I should receive the refund within 7-10 business days. I also received an email from Yeiffry at MM stating that they escalated my request. On 5/16, I received another email from ******* asking for a new shipping address so they could resend the package instead of giving me a refund. On 5/17, I provided a new physical shipping address. On 5/21, since MM still had not shipped the phones, I decided I no longer wanted to do business with MM and requested a refund. On 5/26, I received an email from ****** apologizing for any inconvenience and informing me my "refund was processed last Thursday..." On 6/9, I notified ****** that I never received the refund. He never responded to my email. I'm appalled by the way MM handled the situation and request MM provide me a refund in the amount of $752.34.

  Business Response

  Date: 06/25/2025

  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:06/20/2025

  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.

  March 22, 2025 - purchased a new phone bundle with 1 year unlimited plan. Mint mobile website did not recognize my phone number as an existing customer and required me to purchase a new customer bundle with a phone trade in.March 29, 2025 - called mobile customer service to activate phone because was having issues with new plan. Was told by customer service that I purchased the wrong bundle and to send my old phone in to process a refund. Refund request MT725193 March 29 - April 27 - via email was informed I was given the wrong information and I needed to send my new phone back that mint mobile activated incorrectly to get a full refund on the bundle.April 2025 - called mint mobile customer service multiple times to try to resolve the issue to get a refund without sending my phone back. Was told the option was to deactivate my phone or change my phone number. Neither of these options were doable for me at that time and I ***eatedly asked a refund or a different resolution. My last call was with a supervisor who said that I could port my number to a number barn after my current month plan expired on June 22. He informed me my phone would be shut off for a few hours, but I could port the same number into the new unlimited plan that I had already p***aid for.June 22, 2025 - called mid mobile customer service with information I was given back in April. Was transferred four times then finally spoke with a supervisor who said there were no notes with the previous supervisors information and my only option wasto change my phone number or send my phone back. Repeatedly asked for customer service *** to read the notes in my account and was ***eatedly put on hold, but no previous information was presented. **************** supervisor. ***** refused to give the same option that was presented with the previous supervisor and also refused to give a refund or account credit.Please pull the calls from mint mobile, they are recorded. All I am asking for is a refund.

  Business Response

  Date: 06/25/2025

  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: 06/25/2025

  I have called over six times to the customer service line to try and resolve this myself. I have not been reached out to buy mint mobile Via phone call Or email. Their response is untrue and I am still pursuing a refund.

  Business Response

  Date: 07/01/2025

  Hello,
  As of 7/1/24, 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:06/20/2025

  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 have been a Mint Mobile customer for over two and a half years my first and only phone provider in the U.S.A few months after signing up, I changed my personal email but forgot to update it with Mint Mobile. This caused no issues until now.On June 11, 2025, I purchased a new phone from Mint Mobiles website, financed through Affirm, paying $96.03 upfront. I received it on June 13 and followed all steps to migrate data. However, the activation code was sent to my old, now disabled, email.Since then, I have called Mints customer service over 15 times to update my email and activate my phone, but without success.Mint Mobiles security protocol requires answering questions (account name, old email, roaming usage, extra data). I answered correctly multiple times, yet they claim my answers are wrong and blocked my account for 30 days.Currently, I have no service, no access to my phone number, and both old and new phones are blocked.I asked for my PIN and account number to switch carriers, willing to forfeit 10 months of prepaid service. Mint Mobile refused due to their security protocols.I tried to activate a new line with another carrier (not porting my number), but activation failed because Mint blocked the phones IMEI.This phone, legally purchased a week ago, cannot be used, proving it is fully locked by Mint.This is unacceptable. Mint sold me a phone I cannot use and gave no warning.Therefore, I demand:Mint unlock my phones IMEI for use with any carrier.If unlocking isnt possible, allow me to return the phone and get a full refund.A proportional refund for the unused 10 months of my plan.Compensation for days without service during this critical time (I am job hunting and unreachable).Mints lack of support and solutions has severely impacted my life. I request urgent resolution.Currently, I am using my husbands phone for communication. If he answers any calls, it is on my behalf.

  Business Response

  Date: 06/24/2025

  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

  Re: Case ID#******** ******************

  
  

  I am writing to provide an update on my case regarding Mint Mobile. I want to clarify that the company only reached out to me after I filed my complaint through the BBB; prior to that, they never responded to my multiple attempts to contact them.

  
  

  Since then, I have been contacted by two Mint Mobile representatives. One offered to reimburse me for the new phone I purchased through the company, but for a lower amount than what I actually paid. The second representative offered to refund the remaining value of the 10 months left on my prepaid plan, as well as compensation for the more than 10 days I was left without service. However, neither offer fully addresses what I am requesting.

  
  

  The main issue is that I was left without phone service for over 10 daysa situation I had to resolve on my own after calling the company more than 40 times without receiving any useful response. Each call involved long wait times, repeating the same questions over and over, endless transfers between agents, and in every single case, the call ended with them hanging up on me. They would say, Ill transfer you to another representative, and the call would just drop. This forced me to start the entire process over again each time, without ever reaching a resolution.

  
  

  Since Mint Mobile kept my new phone locked to their network preventing me from using it with another provider I was unable to switch carriers. As a result, I had no choice but to purchase a new line and plan with Mint Mobile, which was an additional expense that I had to cover out of my own pocket.

  
  

  What I am now requesting is a refund for the days I was without service, as well as the return of the unused months from my original plan. I want to emphasize that the partial solution I managed to obtain came solely from my own persistence and effort not from the companys support. I am currently seeking employment, and being without service for that long likely cost me important calls and job opportunities. This situation has caused me significant stress and uncertainty.

  
  

  Finally, I want to highlight that, as of today, I have received no concrete or final response from the company. I am not asking for more than what I deserve, but I do believe that, given the level of negligence shown by Mint Mobile, I am entitled to fair compensation not limited solely to the reimbursement of the money I lost with the company.

  
  

  Thank you for your time and support. I remain available for any additional information you may need.

  
  

  Sincerely,

  Bellmary Arriagada

  
  

  Business Response

  Date: 08/19/2025

  Hello,
  In regards to this matter, the customer informed us the unlocking of the device was no longer needed.  Additionally, the requested refund and one time courtesy credits were processed.
  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:06/19/2025

  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.

  To Whom It May Concern,I am writing to file a formal complaint regarding unauthorized recurring charges on my Mint Mobile account, associated with a phone number that was automatically generated and added to my account without my knowledge or consent.Upon recent review of credit card statements, I discovered these recurring quarterly charges for a line of service I never requested and have never used. According to mint mobile email, this number was generated for a temporary purpose due to number porting error and should not have resulted in sustained charges to my account.I initially contacted Mint Mobile customer service to resolve this issue. However, the representative informed me that they did not have the authority to process a full refund for the charges incurred on this unauthorized line.I am requesting a full refund for all charges associated with the phone number up to the present. These charges are illegitimate, as I did not authorize the creation or activation of this line.I have been a loyal Mint Mobile customer with other active lines on my account. However, the lack of resolution for this issue has significantly eroded my trust. I expect a prompt and satisfactory resolution to this matter.Thank you for your time and attention to this complaint.

  Business Response

  Date: 06/24/2025

  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: 06/24/2025

  The business contacted me on my 6/21 and i provided response.

  Currently waiting for further response from the business.

  Business Response

  Date: 06/30/2025

  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: 07/07/2025

  
  Better Business Bureau:
  
  The business works with me to resolve complaint ID ********, and find that the resolution is satisfactory. 

  
  Regards,
  
  Shih-*** ****
  
   

  
  

• Initial Complaint

  Date:06/18/2025

  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.

  As an existing mint Mobile customer, I bought an iPhone and a 12 month pre paid data plan for over $1300. My daughter erred in her email, writing .con instead of .com at the end so she couldnt fully complete the transfer from her old phone to her new phone and doesnt have access to her number now. We tried to answer the authentication questions but apparently they were wrong 3 times so we are now locked out. They said we can try again in 30 days but I dont know what I answered wrong, so that wont help. We tried to get help through customer service, spent over 5 hours over the last 3 days asking for help. They dropped the call 4 times and kept saying the process cant be changed. They also said we cannot change carriers because they wont give us a transfer pin for the same reasons. So I have a phone that I fully purchased and a pre-paid data plan that we are locked out of. I want to be able to be unlocked so we can proceed and so she can use her phone. She is going off to college and wont have access to a phone to keep in touch with us, family, friends, her job, professors, anyone. Please help us.

  Business Response

  Date: 06/24/2025

  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
  
  

• Initial Complaint

  Date:06/17/2025

  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 live in ******** and attempted to purchase a mobile phone on Mint Mobile's website. The phone was a gift and was being shipped directly to the recipient in ********, yet Mint Mobile added 6% Maryland sales tax ($52.91) to the order because my credit card billing address is in ********. I spoke with a customer service supervisor, *****, who informed me that Mint charges state sales tax based on the billing address, not the delivery/service addresss. He refused to refund the Maryland state sales tax that was being charged incorrectly and further, he informed me that the only way to avoid paying the state sales tax was if I was purchasing on behalf of a registered non-profit organization.Because Mint Mobile would not remove the erroneous sales tax or adjust the purchase price accordingly, I did not complete the purchase.

  Business Response

  Date: 06/22/2025

  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