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:09/10/2025

  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.

  I contact MintMobile because I was their customer for the last 7 years and unfortunately my iPhone was carrier-locked. I bought my iPhone XS from ******* and once activated, it automatically locked to the first service provider, which is MintMobile. This is the so-called Flex-lock. The MintMobile officially claimed that they can perform unlock in this scenario (proof: ******************************************************************************************************************) but I have called them four times, all said not their business, stop asking. they kept saying they dont know this, they just keep pushing the responsibilities away from them, refusing to consult colleagues who may know to resolve such issue. One employee even yelled at me on the phone shouting they are unable, used strong words, and shut me off by saying your problem is your problem and when I asked her name, she immediately hanged out the phone. Another employee of MintMobile (manager level I think), Mr. ****** *******, even suggested I go to third party to unlock it illegally. This is highly unprofessional and irresponsible for their job, and extremely disrespectful to customers in need. The request is very simple, to unlock my phone from carrier-lock. Ought to be done fairly quick, but they just pushing away their own responsibilities. Extremely angry and very disappointed.

  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
  
  

  Customer Answer

  Date: 09/15/2025

  You are just playing nice. This fake gesture is simply too superficial and too late. 

  Business Response

  Date: 09/19/2025

  Hello,
  In regards to this matter, we are unable to lock or unlock devices sold by third party resellers.  More information on this flex lock policy can be found here:  ************************************************************************************************
  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:

  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.

  On 9/21 I referred a friend to Mint Mobile using my referral link. Neither of us received the referral credit. I have made multiple calls to customer support and been given conflicting answers: first that there was no record of a referral, then that I had to wait longer than advertised, then that it was because of the plan my friend ordered (though Mints website does not state any plan restrictions).After more than an hour on calls, I was even offered partial credits ($5 or $10) instead of the full referral amount advertised. The referral link was used correctly, yet Mint has not honored the promotion.This is misleading advertising and a failure to deliver the promised referral credit. I am requesting that Mint apply the full referral credit to both accounts as advertised - $45 to my account, $15 to friend's account.

  Business Response

  Date: 09/14/2025

  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: 09/15/2025

  
  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 have received the missing credit and consider this complaint resolved.
  
  Regards,
  
  **** ****
  
   
  

• 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.

  I prepaid for a year's worth of cell phone service from Mint Mobile on June 20th 2025. Adequate cell phone service was promised by Mint Mobile up front. Upon activating my cell phone plan, it became clear that ************** was not adequate at all. I live in the ************* area, specifically ***************, **. When I am in my own house, anywhere in the neighborhood, at a store a few miles away, the service does not work at all. Your phone will show you that you have LTE, but when you try to do anything, you are waiting and waiting and nothing ever happens. The service is unusable. If my home internet were to go down, I do not have a backup plan for connectivity to perform at my job. I had to cancel my plan on August 15th 2025, less than 2 months into the year. I am now paying for another cell phone service provider and ported my number off Mint. They are refusing to give me a partial refund for the 10 months I am not going to use of this 12 month plan. I am not asking for a full refund. I am willing to pay for the 2 months that I did use the service. **** failed to provide adequate services that were promised on their website, commercials, etc. If you ask me this is fraudulent activity by the company. **************** is very unhelpful and rude.

  Business Response

  Date: 09/14/2025

  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 Mobile
  
  

• Initial Complaint

  Date:09/08/2025

  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.

  If there's two things that are my biggest pet peeves in life it's poor customer service and when someone says they're going to call you back or arrive at your home and they completely flake on you.On the morning of Monday 9-8-25 I called up mint mobile at approximately 8:35 a.m. it took me 6 minutes to get **** and she finally put me through to **** which you'll understand more about him in a minute. To cut a long story short I explained to **** that my mint mobile contract ended in roughly 1 month to 5 weeks time and that I found another carrier whom I would go with for a cheaper price. He put me on hold for a while and unfortunately having so little time left due to the amount of time it took to get a live human being in both instances I had run out of time. By the time **** got back to me I literally had under 2 minutes left before children boarded my school bus. **** assured me that not only would he beat the $210 a year contract before tax he would sort this out for me but unfortunately I didn't have enough time so he told me to call back to that department and ask for him. If we fast forward to roughly 9:35 a.m. I got a very rude mint mobile customer service lady on the phone who in my opinion was very confrontational. I'm not an argumentative person so I simply asked her to put me through to another department. After a long wait I got ****** who was a line supervisor. After listening to my long story he assured me that he would call me back within 10 minutes. At the time it was 9:50 a.m. he was going to talk to **** and of course get back to me which I fully understood. I have no time for people who say they're going to call me back and don't. I went through this for years and years and years with T-Mobile and in the end that's why I left them due to poor customer service. As I message you right now or should I say leave this complaint as you are not allowing me enough characters to finish this complaint so please send me an email and I will send you

• Initial Complaint

  Date:09/07/2025

  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 am the recent victim of identity theft facilitated by a SIM swap attack through my carrier, Mint Mobile. I became aware of this September 3 of this year. It is now September 7th and I am still locked out of my own account while my identity theft continues to access all of my accounts and attempt to steal money. I have been promised phone calls and emails multiple times and have had to call them multiple times. As yet, I have received no such correspondence. Earlier today I was promised that my service was at least inactive but I am still receiving notice that there are outgoing scam calls from my phone number. I am never able to talk to anyone but an agent, with the exception of one time being able to talk to the fraud department itself.

  Business Response

  Date: 09/14/2025

  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:09/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the *** card in Feb of this year, and was not able to use the service because my phone was not compatible (even though the test to check compatibility says it was). I tried to request a refund via the refund function on their website and was denied. I reached out to them via email about the refund and one of the associates also denied my refund. They kept my money, and I never received service from them. I would like a refund please. I am on a fixed income and was trying to find an affordable service.

  Business Response

  Date: 09/11/2025

  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:09/06/2025

  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 July 15, 2025, I purchased a 12-month prepaid mobile plan from Mint Mobile (Order #*********) for $207.65, paid in advance. From the very beginning, the service was unusable due to extremely poor coverage in my area. Within the first week, it became clear that Mint Mobiles service could not be used, and on the 8th or 9th day I deactivated the account myself because the service was non-functional.Despite this, Mint Mobile refused to issue a refund, citing their internal 7-day refund policy. Such a policy cannot override consumer protection rules or *************** dispute regulations. Deactivation on the 8th or 9th day does not give Mint Mobile the right to withhold funds for services that are not being consumed and were never properly provided.I attempted to dispute this charge with my bank, but because the card was issued by a foreign institution, the case was not escalated to arbitration and the bank simply accepted Mint Mobiles refusal. This leaves me without recourse through normal banking channels, even though the facts are clear:The service was never delivered as promised.I deactivated the account within days due to unusable coverage.I was charged $207.65 for services that were not provided.Mint Mobile is unlawfully retaining money for services not rendered, which constitutes:A violation of the basic principles of the *** Act prohibiting unfair and deceptive practices.A breach of consumer protection law, which requires that services must be provided with reasonable care, skill, and quality.A violation of card network rules ****************** which explicitly prohibit charging for services not delivered.Mint Mobile is retaining funds for services that were never rendered, which is unfair and unlawful. I request immediate resolution through BBB and a full refund of $207.65 to my original payment or issue paper check to my address method without further delay.

  Business Response

  Date: 09/10/2025

  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:09/04/2025

  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.

  Attempted to get a pin to port my number out (cellular service). Website says Ill have to call. Tried to call, was told I needed to call a different number. Tried to call again, was hung up on. Tried to call again, person refused to give me the pin and would only ask for feedback and kept trying to make offers for retention.

  Business Response

  Date: 09/09/2025

  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:09/04/2025

  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 had a Mint Mobile service back in 2023 for 1 year. When it was time to renew in July 2024, I cancelled the service but was charged the day I cancelled it by the system, so I called and got that refunded. At that time I told them I was cancelling my service and once I received the refund, I thought things were settled.However, one month later in August 2024, I was charged $187.64, unbeknownst to me. I didn't receive any emails about the charge, or anything that showed my account had not been cancelled, or any confirmation of any order. I had no idea this charge had been made.Then this last weekend, I received an email saying my account was renewed for $200.64! I called immediately to get this refunded (which they say they've done), only to discover that I was fraudulently charged last August for $187.64. They refuse to refund this amount. They say it was "manually submitted", which I have no idea what that means. If I have no emails, no authorizations, no record of me requesting this change, and no one other than me (on the customer side) has access to the account. How can I be liable for these charges? I closed the account in July ***********, if Mint Mobile is an honest company, there has to be some way to refund the charges that were made against my will and without any visibility to me. Can someone please help?

  Business Response

  Date: 09/09/2025

  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:09/03/2025

  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.

  My name is ***** ****** back in May of 2025 my child support card was hacked they did a fraudulent investigation and found that yes it was a fraudulent Act two purchases were made to Mint mobile and they said that yes it was fraud and that I would have my money on or before August 18th 2025 that day has came and went I called them last week and they stated that they spoke with child support and that it is not a fraudulent charge that a *********** ********* said that I gave him the okay to use my card well no I did not I don't even know *********** ********* from ********** now I was on the phone again for the fifth time with mint Mobile today for 48 minutes and they finally said they got me to the right department and the lady hung up on me and when I called back I just got put on hold this has been since September it's $197.18 that's a lot of money to me I need the money back I don't know who else to call or what else to do

  Business Response

  Date: 09/08/2025

  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