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:08/27/2025

  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 has been unable to resolve service issues. I am unable to call anyone or use data if I am inside any building. I also do not have any cell service at my home, not even within a 5 mile radius of my house. I have called them 3 times to try and fix the issue. (Having to drive somewhere to even call mint) They were unable to fix the service. Now they are refusing to refund me for months of service I have not used yet. They claim their policy only allows for refunds within 7 days of purchase. I have asked them to make an exception since I cannot use the service I had prepaid for. They are unwilling to make an exception or even try to make amends.

  Business Response

  Date: 09/01/2025

  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: 09/02/2025

  I have not been contacted by **** again. There has been no efforts on their part to work with me. 

  Business Response

  Date: 09/08/2025

  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:08/26/2025

  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.

  On 8/25/2025 I attempted to get an account number and a transfer pin so that I could transfer my phone number to another provider. I worked on this for a few days. They refused to provide me with these numbers. At the same time I had no service from Mint Mobile. They are completely uncooperative.,

  Business Response

  Date: 08/31/2025

  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:08/26/2025

  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.

  Ordered a Mint phone and plan and paid $789. Our phone arrived and we opened the package and went to load our apps on the phone however discovered immediately the phone was password protected. We called Mint and they promptly told us WE put the password on the phone which was absurd. We asked to return the phone and asked them to send us a replacement. They told they could do that but would have to charge us another $789 which made no sense so I was going to be out $1,600 and have no phone. We told them we just wanted to cancel the plan and return the phone. It took them a week to send us a return label and in the interim we received what looked to be a canned scammish looking email from them saying they received our phone and it has a password so they are returning it to us, problem is we had not even returned it yet. Once we did return it about 2 weeks later received an email saying they are sending the phone back to us, the same phone and WE need to remove a password that we did not put on the phone. We called them, some guy in ***** no doubt who was simply reading from a cue card and he just refused to even listen to us and kept telling us "we don't send phones with passwords we only send out new phones, you put the password on the phone" It was hard to process someone would think we put a password on the phone and would call and say we can not access the phone. We kept asking over and over for him to escalate he refused and said "a supervisor will tell you the same thing" He refused to help resolve the situation. We signed up for a plan, we were sent a phone we can not use and we can not get our $789. And clearly this company is used to doing this, just way way way too comfortable how this guy spoke to us, would never ever recommend this company to anyone.

  Business Response

  Date: 08/31/2025

  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:08/26/2025

  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 have been a Mint mobile customer for over 5 years. I've never had any issues with them up to this point. This past Friday (8/22) I purchased a new Iphone 16e to upgrade from my Iphone 11. I moved everything over and the phone worked great for 2 days. Then on Sunday (8/24) morning I get an email stating that my account has been suspended due to suspicious activity. That day I spent 4 hours on hold with mint mobile customer support before I was finally told that no one in the "back office" works on Sundays. I call back on Monday and I'm told that someone will be in touch later in the evening. No one ever called me. I've spent all day today (8/26) trying to get this resolved and there is no end in sight. The customer service number can't transfer you to anyone in the "back office". Yet that state the only people who can fix it are the "back office". Well the back office won't call me and no one will give out their number. I haven't had cell service for 2 and a half days at this point. I work as a real estate agent and have already lost 1 transaction due to my phone not working. Please help me.

  Business Response

  Date: 08/31/2025

  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: 09/01/2025

  
  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,
  
  Friend ******
  
   
  

• Initial Complaint

  Date:08/26/2025

  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 August 19, 2025, the amount of $75 was debited from my bank card in ******** for the renewal of an automatic cellular data plan, which I no longer need because I am no longer in the ************* to use it. I requested a refund on August 26, 2025, but they tell me that it is not possible because 7 days have already passed.

  Business Response

  Date: 08/31/2025

  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:08/24/2025

  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 would like to know how Mint Mobile is able to charge my ATM card for a service that I did not ask for and did not give them the authorization to do. When I called the company directly I was given no help and then when I asked for a supervisor the first ***** hung up on me and the second one l told me one was not available. Now they claim they need to investigate the charge when you can clearing see on my bank statement it is there and from who made the charge and am required to wait for a return call for them to do their investigation and may be required to wait 7-10 for the pending charge to be taken off my account and the money to be available. This is unacceptable and should not be tolerated

  Business Response

  Date: 08/29/2025

  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:08/24/2025

  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 was told by Mint Mobile over the phone that I have a 7 day cancellation grace ******* This was confirmed by another online **** which I have a screen shot of the chat. This was the only stipulation given to me when I renewed with Mint. When I decided to cancel the plan/port out the number on day 5, I was told by Mint about a 1GB limit, an "internal policy" (so I was told) that was never communicated to me. And, because more than 1GB was used, I was not able to cancel the plan, and no refund would be given. Furthermore, when I was in the process of porting out, I was given an account **, and when I asked for the refund, I was told no problem, and that I can talk to a different department to get the money back. In the middle of the call transfer, I entered the ** into a different carrier's website, not realizing that fully ported out the number. So, I no longer have a plan, and cannot get a refund either-full or ************** agent later pointed to online Mint's online Ts&Cs ****************************************************************. Section 15. However, no where does the website mention the 1GB limitation (nor was it mentioned by the **** I spoke to prior to renewing). In addition, the website mentioned pro-rated refund, but the Mint *** I spoke to said their system doesn't even issue out pro-rated refund. It's all or nothing. In summary:1. I paid for a service that should have been cancellable within 7 days, without other limitations. No prior communication made any indication that there is a 1GB limit. 2. I ported out the number under the assumption I was able to get a refund. 3. Because of a lack of communication from Mint, I now have ported the number out, and I cannot receive a full refund, or a pro-rata refund (11 months was my suggestion), or re-activate my plan. I ********* would honor the 7 day money back policy.

  Business Response

  Date: 08/29/2025

  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:08/23/2025

  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.

  I have had wireless service from Mint Mobile for over two years but recently the phone I purchased with the service burned up and had to purchase a replacement. Tried to activate the phone but verification code sent by Mint (supposedly multiple times) does not come through on the email. They have, incredibly, offered to send me a text with verification to the telephone number that needs to be activated!!!! I have logged on to their web site to change the email address to my backup email but the site wont allow it. I have been called by them at my secondary cell phone and they refuse to send a text to that number. No matter what, the replacement phone that I purchased cannot be or will not be activated by them. I have asked them for my account number and transfer PIN number which is not available on my log in page and they refuse to give it to me even though my understanding is they are required to give it to me by law supposedly because they cannot or will not verify my identity! Oh, did I mention that I paid for the service a year in advance at $15.00 per month not to mention $381.00 for the new phone?! Term expires in Feb 2026!

  Business Response

  Date: 08/29/2025

  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: 08/29/2025

  N0 attempt has been made by Mint Mobile to facilitate a resolution to this dilemma. They are preventing me from using a service paid for in advance, I am not able to use a replacement phone which I purchased at $381 because the phone is locked and they refuse to provide me with the current account number and transfer PIN and I cannot use it with any other service provider, this is also keeping me from using my own telephone number that I have had for over 15 years!  The problem stems from not receiving a verification code from the activation people at my Yahoo email which has failed repeatedly when trying to activate the new phone.  I logged in to my ********** personal page USING MY USER NAME AND PASSWORD to change the Yahoo email to my Gmail email and although I was readily able access my personal information, the system would not allow me to make the change insisting to verify the Yahoo email which has not worked coming from Mint Mobile. By the way, note that the Yahoo email is the one we are currently communicating on between myself and the BBB. They have made no attempt to obtain ANY information from me to otherwise verify my identity such as the date of when I renewed and paid for the service, how much was the renewal fee, what was the method of payment, information that only the rightful customer would have.  The only other alternative they offered was to send a verification code to the telephone number that BELONGS TO THE TELEPHONE WE ARE TRYING TO ACTIVATE! I no longer want their service, I want to have my new phone unlocked so I can use it on another service, with the telephone number I've had for 15 years, and my account and transfer PIN numbers so that I can obtain new service. Those numbers, by the way, are required to be released to the customer BY LAW.  I sincerely appreciate your efforts in obtaining a resolution to this problem that has cost my wife and I hours of useless communication with this company. 

  Business Response

  Date: 09/04/2025

  Hello,
  In regards to this matter, Mint Mobile takes account security very seriously.  We require that customers must be able to validate their account via a code sent to their device and/or email address on file.  If customers are unable to validate via their device, they must work with their email provider to gain access to their email 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:08/22/2025

  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.

  Paid annual fee for 2 mobile accounts for phone when in the **. No longer want to renew in March 2026. I called Mint and asked to not auto renew but was told unable to do so.There is no option on my account to remove my credit card. The customer *** told me that it cannot be done. I usually do not leave my credit card on my account due to having my personal information was compromised in the past. Businesses should not force consumers to auto renew. Stopping a service should be easy. This company is not transparent .I am not looking for a refund. I want the option to remove my card number from my account.

  Business Response

  Date: 08/27/2025

  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:08/22/2025

  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 paid for a year in advance for phone service on four different phones. Two of them in Jan of 2025. Then I switched all four phones to a new carrier on April 6 of 2025, and Mint Mobile has refused to issue a pro-rated refund for the unused portion of the plans. They specifically say there are no contracts, but on the phone, they say they will not refund any pro-rated amount back to me. And today, (08/22/25), even after talking to one person (****, who got approval for the refund), they now say too much time has passed and they cannot refund any money. So now they say they get to keep all the money even though I am not a current Mint Mobile user.

  Business Response

  Date: 08/27/2025

  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: 08/29/2025

  
  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,
  
  **** ******