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:09/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Multiple times customer service has hung up on us while we are reporting an issue. We are unable to work through solving the issue and they have been unhelpful at letting us leave the service.We were told our phone was compatible with **** services, it is not working and they have not found a resolution. We have already paid for a year service plan.

  Business Response

  Date: 09/19/2025

  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:09/12/2025

  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.

  My husband and I have 2 iPhones with service from Mint Mobile. At the end of July my husband ordered a new iPhone from *****. When Mint helped set this new phone up they disconnected my phone. It took about 10 hours on the phone with them to straighten this out. We decided to move our service to ***. We had no problem porting my husband's phone but Mint has a carrier lock on my phone. I have been trying to get it unlocked since Sept. 8. That day I received a device unlock reference number (CRT275858) and an email saying it would be unlocked in 24 hours. Today is Sept. 12 and it is still locked. I have spoken to Mint multiple times with no luck. I spoke to Mint at noon today and was told "*******" would call me this afternoon (on my husband'sphone since mine is in limbo between Mint and ATT.) It is now 6PM and I have not heard from "*******"

  Business Response

  Date: 09/18/2025

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

  Customer Answer

  Date: 09/18/2025

  
  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,
  
  *** Person
  
   
  

• Initial Complaint

  Date:09/12/2025

  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 requested to port out my number when I still had 45 days paid for on my plan. I needed for them to assign me a new number so that I could use the remaining service that I paid for. They said they would be unwilling to give me the service I paid for and unwilling to refund me for the service that they refused to provide. I simply requested where in the contract and terms and conditions it said that I could not continue my service after a port or where it says when I port out my number my plan automatically cancels. They went through 3 people at the company and no one could find anything in the contract for either situation. They just said thats the way it is and that it is just assumed so therefore it is. Then they disconnected the phone because they could not find anything in the agreement that supports their policy. They were unwilling to fulfill their contractual obligation to me and unwilling to refund me for service they would not provide. I have included a link to their terms and conditions. *****************************************************************

  Business Response

  Date: 09/16/2025

  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 Mobile
  
  

• Initial Complaint

  Date:09/12/2025

  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 8/28/2025 i made a payment of $82.05 to Mint Mobile before realizing i haven't loaded my payment onto my cash app card. i immediately added the funds and resubmitted the payment. mint mobile had an error and stated my payment was not received but the payment was taken from my funds. mint mobile when i called said the bank declined the payment. i called cash app who said that mint mobile declined the payment but the money was still not in my account. cash app offrered to investigate this transaction as the record showed the money was taken out! this is going to take 45-days! i am receiving text that my service will be discontinued if i don't pay what has already been paid! how am i the consumer being penalized for a system error on the part of mint mobile? my bank shows the money being taken out and given to mint mobile but because their billing system (mint mobile) apparently isn't capable of handling quick turnaround transactions i suffer the consequence also, their customer service **** treated me as if i was lying and trying to put one over on them???? ive been with them for over 2 years and never had an issue why would i try something for $82.05???

  Business Response

  Date: 09/16/2025

  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 Mobile
  
  

• Initial Complaint

  Date:09/12/2025

  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.

  Subject: Formal Complaint: Breach of Contract and Deliberate Failure of Service This complaint is against Mint Mobile for breach of contract and failure to provide any cellular service despite ********** July 2024, I paid $150 for a 3-month Unlimited 5G plan. From the moment of activation, I have received zero cellular serviceno data, no calls, no texts. My device hasn't connected to Mint Mobile's network, forcing me to rely entirely on a Wi-Fi connection instead of cellular data I paid for.Despite repeated attempts to resolve this with customer support, the service remains completely inactive. Mint Mobile's refusal to provide a refund for services never rendered constitutes a clear breach of contract.Given the totality of circumstances, I believe Mint Mobile's actions are deliberate. The company is acting as a co-conspirator in targeted harassment and intimidation by systematically denying access to a paid-for essential utility service.I demand a full refund of my $150 payment.

  Business Response

  Date: 09/16/2025

  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 Mobile
  
  

• Initial Complaint

  Date:09/11/2025

  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.

  Mint mobile / tmobile shut off my service in the middle of the night, ive spent hours contacting them and finally got them to send a physical Sim card , only took a over a week and i had to do a followup 5-6ish days later since it seemed like they forgot. They sent me a physical sim cause apparently my phone was esim locked?I got the Sim card and nothing happened. Support told me to get another phone so I did... an LOCKED iPhone se which seemingly worked but with one issue, i couldn't send messages cause apple knew the phone was locked I was going back and forth with mint support saying that my S25 Ultra was unlocked and mint called me a liar... so I got the manufacturer involved ( *******) just for them to say what I was saying.. the phone was unlocked But that wasn't enough to satisfy the support agent and flat out said theyre wrong and every single carrier and imei checker was wrong. They told me I can always trade my phone for another through mint completely oblivious to the fact my service worked flawlessly for over half a year on the same phone.I still have ~30 days of service remaining and thatI'll have to unfortunately buy another phone so I can get my acc number and port out code Cause of these circumstances I've wasted 30 days of service that costed ***** bucks and about 2-3k of missed revenue from my self employment job Along with over a week of constant stress I did contact tmobile and they refused to assist me cause I didn't have a account with them Imei 1. *************** Imei 2. *************** Imei 1 which is used for esim was randomly blocked by tmobile while imei 2 worked until I injected the Sim into my phone They also said I can check to see if my phones locked by seeing if I can select my network operator... not a surprise that I can

  Business Response

  Date: 09/16/2025

  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 Mobile
  
  

• Initial Complaint

  Date:09/11/2025

  Type:Customer Service 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 Monday, September 9, 2025, I discovered that I had no service on my cell phone. I was traveling, and unable to call the company, Mint Mobile, until that evening. **************** determined that my service had moved to an electronic SIM card on another phone. I was also locked out of my account, because the person who moved the service changed the email address on file with Mint Mobile. The customer service person promised that someone from their Tech Team would call me back within two hours. No one did. I called again and was given the promise again. I have been calling since Monday night (it is now Thursday morning), and hearing the same answer. They insist that there is no one else I can speak to, and the "back office" or "tech team" can only be reached by customer service submitting a ticket, and the customer waiting for a callback. I have called at least eight times, and have received no call back.

  Business Response

  Date: 09/16/2025

  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:09/10/2025

  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.

  Hello,I recently switched away from Mint Mobile but had 14 unused days remaining on a prepaid plan. While I understand Mints terms state that prepaid balances are generally non-refundable, I feel this policy is unfair to customers in situations like mine.Mints flexibility in allowing customers to switch between plans mid-cycle (with proration) demonstrates that the system already supports partial credit. It seems inconsistent that the same courtesy does not apply when a customer ends service, particularly when service time has been paid for but not delivered.I am requesting a pro-rated refund or credit for the unused 14 days of service. If a direct refund is not possible, I ask that Mint consider issuing an account credit or goodwill adjustment.I value ************* and transparency, but I believe customers should not lose funds for services not rendered. I hope this can be resolved fairly without requiring escalation.Thank you for your time and consideration.who i spoke to ***** from mint mobile, employee number: 269 ****************** number: ********* /phone number ************

  Business Response

  Date: 09/15/2025

  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:09/10/2025

  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.

  To Whom It May Concern,I am requesting assistance resolving an issue with Mint Mobile regarding a mistaken plan renewal and subsequent billing ********** early March 2025, I attempted to renew my Mint Mobile plan for 3 months, changing to a lower-tier plan (20 GB) than the Unlimited option because I no longer needed more than 20G of data/ 20G hot spot data per month. I altered the circumstances which led to my needing the unlimited plan and I couldnt and cant afford to keep paying for more data than I wanted.While using the Mint Mobile app, I accidentally selected a 12-month Unlimited plan ($360).I discovered the error before my auto-renewal date and contacted Mint immediately.Despite contacting support right away:I was repeatedly told I could only change my plan after March 2026, which was not what I wanted.The representative refused to connect me with a supervisor and pressured me into paying an additional $150 to fix the plan which in reality only locked me further into the 12-month Unlimited plan by making the payment/purchase ahead of my renewal.I explained multiple times that I only wanted a 3-month renewal, not 12 months, but was told this was impossible without closing my account and losing service for 710 days.This was misrepresentation and pressure sales tactics. I acted immediately to correct the mistake, but **** refused to make a reasonable adjustment and instead took more money.Resolution Requested:Refund of the $150 extra charge and/or Adjustment of my plan to the originally intended 3-month lower-tier option, with appropriate credit applied.I have been a Mint Mobile customer for years and linked my mothers phone on a family plan. I had good feelings about the service until this incident. I simply want the billing corrected to the plan and time-frame I actually chose, or a refund for the overpayment.Thank you for your attention to this matter.Sincerely,***** ****** Ph. ************ Email: *******************

  Business Response

  Date: 09/14/2025

  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:09/10/2025

  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 confirmed with Mint that my coverage area and data would work the same as ******* (my previous carrier). After receiving my sim card, my data was slow/not working, so I spent the next week trouble shooting in my free time. After going through every step, it appeared my data would function as intended, but I noticed that certain areas I would have no coverage, and at times the coverage would be slow in the same area it was previously fine. I decided to keep the plan and suffer through, assuming that metro areas would have better coverage, but this month I've traveled and found that the data speeds are insufferably slow. I want a refund for the remaining months on my plan, but they refuse, since I am outside of the 7 day window. I feel mislead and lied to, and would like to switch carriers.

  Business Response

  Date: 09/14/2025

  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