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:08/15/2025

  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 have been a Mint Mobile customer for last 3 years from Aug 2022.. I recently renewed my 3 months unlimited plan for $130 ($40/month plus taxes and fees) on July 18, 2025. Later after few weeks I decided to port my number to a different and cheaper network for the same unlimited plan. There is no way to find your account number or porting pin online and the only way to get it is by calling or chatting with a customer service representative. And it is very hard to reach out to a human agent online because of their Fox Bot which is very unhelpful. I managed to get my account number and porting pin successfully from an agent and ported my number to another network on Aug 11, 2025. After that I was not able to login to my Mint account as my number does not exist with them anymore. So I contacted a customer support agent for my refund of around $85 for the unused period of 2 months of my service. But I was told, since I ported my number my account is cancelled and my remaining unused plan/amount is forfeited. They said it is mentioned in the ****************** of the renewal. It was never mentioned clearly when I renewed my plan every 3 months and was buried somewhere deep inside the terms and conditions. This is really an unfair practice to charge a customer for any unused portion of their plan without mentioning it clearly in the renewal page. When most of the mobile companies charge on a monthly basis, it is very clear they want to devoid customers of their hard earned money with shady practices like 3/6/12 months renewal and T&Cs like this buried deep inside the contract so that they can keep the money.

  Business Response

  Date: 08/20/2025

  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: 08/20/2025

  
  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:08/14/2025

  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.

  I ordered a phone from Mint Mobile on May *****. ***** "attempted" delivery on May 23rd. The delivery was not made because they required someone to accept the package and no one was home. ***** subsequently lost the package. After several phone calls with Mint and ******** ***** policy requires the shipper to file the lost claim. Mint is telling me I have to file the claim,. I have attempted to file the claim, but ***** will not accept it from the receiver. Neither ***** or Mint have offered a refund or to send a new phone. I am not out the money for the phone and cannot get help from **** in resolving this issue. Mint is impossible to talk with, they gate keep anyone that seems to be able to make a decision or action. Then I will get an email from a "representative" stating I can send questions via email, but I NEVER receive a response. This issue has been ongoing since late May and it is now August, I have made close to 20 phone calls to Mint and ***** combined, even three way calls with them both and we are no closer to resolution.

  Business Response

  Date: 08/19/2025

  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:08/13/2025

  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 was forced to change cellular providers and now mint mobile( my former provider) is refusing to refund 3 months of fees that were already paid in good faith for the service I will no less **** be receiving. During several attempts to address poor service issues with mint mobile I was lied to, manipulated, and no resolution to the poor service issues. After having to fight with customer service team who wanted to refuse the refund for more than 3 months of service I would not have received a refund. I was given an estimated refund amount. That I was told I would in 7-10 days.

  Business Response

  Date: 08/18/2025

  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:08/13/2025

  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.

  This problem started on July 7. I paid Mint Mobile over $200 on in October 2024 for a one-year contract on phone service roughly $15.00/month + tax. This was the 2nd year in a row I had paid a year in advance for Mint Mobile service.On July 7, Mint Mobile canceled my account, well ahead of the renewal date, and told me a "chargeback" was issued to my account by my bank (bank says there was no chargeback or activity). I had to get a new phone provide which is 3 times the amount per month in order to save my phone number, which I use for my business. There was no reason to cancel my account. I was happy with the service.However, in talking with the bank, it became clear that I wouldn't be able to get my money back for the remainder because I have. **********-issue debit, and they can only dispute transaction going back 60 days. So it seems that the remainder of my one-year advanced payment is in this lost limbo land. I didn't get the service, and I couldn't get the money back, AND I have to pay more for service. This feels like institutional fraud to me. I tried to talk with Mint Mobile and received two different explanations and then talked to a supervisor who said there was nothing they could do.I've detailed everything I could in a letter. I think I'm entitled to the remainder of fees I paid that they are not providing service for (about $60.00) AND the difference between what I paid to Mint monthly and what I now have to pay to T-Mobile for their lowest priced service. (about $152.00 to cover the three month until October. I also want a clear explanation about what happened here between Mint Mobile and my bank - **************************** in **********Thank you.*** G. *********

  Business Response

  Date: 08/18/2025

  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: 08/21/2025

   Mint Mobile has not tried to contact me, even if they said they have.  

  I received a scam email today citing this complaint ID, from someone named ***.  This message had an "********" email domain.  It also had an image in the signature that wasn't showing up. There is nothing in this email to suggest it was from Mint Mobile.  And they said they were "following up on my previous email."  There is no previous email.  

  ====

  Hello ***,
  
  I hope this message finds you well. I wanted to follow up on my previous email regarding your refund concern. I understand that you may be busy, but I would appreciate any updates you could provide.
  
  Thank you for your attention to this matter. I look forward to hearing from you soon.
  
  Best regards,  
  
  ******** *.
  Customer Resource Specialist

  ====

  Business Response

  Date: 08/25/2025

  Hello,
  In regards to this matter, we have attempted to contact the customer via the email and/or phone provided on this form. Our emails have an ******** address however we do reference the BBB case number.  Since we did not receive a response from the customer after multiple attempts, we have closed the case.
  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: 08/26/2025

   I absolutely reject Mint Mobile's closing of my case.  

  On Thursday, August 21, at 3:30 pm Pacific Time, my banking institution, **************************** called me - a **** named ********, and initiated a three-way call with Mint Mobile to get to the bottom of the chargeback they claimed happened on the account.  The credit union has NO record of any chargeback on my account nor any recent transaction history with Mint Mobile in their system.  The phone call took 30 minutes and several times on hold until the customer service *** at ****************** said the people in the office who were looking into this matter would get back to me by email in 24 to 48 hours.   

  I have NOT received any emails from Mint Mobile or any contact since Thursday, August 21.  

  Regarding the email from an ******** account - there is no way with no logo or identifying information or even a full name of the customer service *** that I would accept that that email was from Mint Mobile.  

  How should I proceed? I'm being stonewalled and this case is so egregiously wrong. The bank is concerned that someone is fraudulently saying that they instituted a chargeback when they did not.  Mint Mobile could not provide ANY details as to who submitted that chargeback.  Those details according to the credit union, would be on the transaction. 

  I'm looking into other avenues to pursue this matter. 

  Thank you,

  *** G. *********
  ************
  Tuesday, August 26, 2025

  Business Response

  Date: 09/26/2025

  Hello,
  In regards to this matter, we have closed the case since the customer did not respond to our email communications.  Since the case has been closed, we would recommend the customer submit a new ******************** case.
  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:08/12/2025

  Type:Sales and Advertising 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 a Mint Mobile customer since 2024. My phone broke out of the blue on Wednesday, so I bought a new phone at the ***********. I called Mint Mobile multiple times in order to transfer the line to the new phone. The link to transfer doesn't work( a QR code is supposed to show once clicked on it) I keep getting a 404 error or Oops try later message on the link they send... I am not able to complete the line transfer. NO ON* has been able to help me to transfer the * SIM to the new phone. 10 phone calls and 4 days later... NOBODY has ever called me back. It's been 4 DAYS, I still don't have any service because they are not able to fix their link!!! One supervisor even had me change the email on file, and because of that I can not transfer to a new phone company.That is the most frustrating and ridiculous experience I've ever had with a phone company. Nobody seems to be working on my issue even though I was promised multiple time a call ******* call back! Never got any email either!I am still at this day stuck with no phone service at Mint Mobile.

  Business Response

  Date: 08/18/2025

  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
  
  

• Initial Complaint

  Date:08/11/2025

  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.

  I signed up and paid for a new phone and paid for 1 year of service with MINT mobile in advance. Mint made an error because they shipped the phone without the physical SIM card that I choose when I placed the order!I called them repeatedly over the course of 1 week giving them the required information to activate the phone but they could not do it. The agent in ****** then argued with me and the T-mobile representative and refused to activate the phone using the e-sim. They are incompetent and don't listen to what the customer is telling them and also refused to respond to other experts at T-mobile while I was present in their physical store. This has resulted in extra expenses to me since the agents are incompetent and also refuse to take the necessary steps to activate the service. There is NO excuse. I have paid for service and they are NOT providing any service. That is FRAUD.What should be a simple and rapid process has consumed over 10 hours of my time with no progress or path to resolution. Since MINT can't activate the phone or refuse to do so, I need immediate refund for the year of service I paid for and my extra expense for T-mobile billing.

  Business Response

  Date: 08/18/2025

  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:08/11/2025

  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.

  Mint Mobile has been extremely slow with Internet (see attached Internet speed testing screenshot). I ported out the annual plan, but Mint refused to refund the rest of the plan (6 months). I kindly request the refund of the remaining plan ($104).

  Business Response

  Date: 08/15/2025

  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
  
  

  Customer Answer

  Date: 08/16/2025

  
  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,
  
  Zhixuan ****
  
   
  

• Initial Complaint

  Date:08/10/2025

  Type:Delivery 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 ordered a phone online with mint mobile on June 18th for $478.34. Mint mobile shipped the phone with ***** shipping.On June 25th at 12:30 the ***** driver misdelivered the package signed for by H.H.H. that is clearly not my name, and i was not home at the time to sign for it.I contacted mint mobile and was instructed to file a claim with ****** i had done so twice.Mint mobile said they would then escalate the claim, yet both times they have failed to do so. All my claims with ***** were denied.I was told my package was delievered to the correct address. No it was not, I never recieved it or signed for it. An in person signature was required for the package to be ************ has been a battle to even contact human support for Mint Mobile or ****** I am tired of being danced ***************** said they could grant me a refund for the misdelivery, but I would need authority over the claim. Since Mint Mobile made the order they have authority, i however do not have the authority over my own order.After nearly a month and a half, Mint Mobile still has not escalated my ***** claims, nor would they grant me authority over my own ***** Claims.They just stated they are conducting an "Investigation", but nothing has come out of it, but an email saying i recieved my order and that there is nothing more that can be done.I assume they expect me to give up.But the phone i ordered is costly and means a lot to me.Nearly a months rent of value.All i wish for is a refund now, please help. Thank you, *** *****

  Business Response

  Date: 08/15/2025

  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:08/08/2025

  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.

  Approximately seven months ago I opened a Mint Mobile account with for phones. My wife and I were ok with the service, but my daughter is a travel nurse and my son if a firefighter whose firehouse has terrible wifi, both kept kept running out of data. My son ported out after two months we joined ****. When I saw the massive increase in my bill on 7/20/25 (end of promotional offer), we made the decision to leave. I could not locate an online cancellation link and I called a spoke with a representative on 7/21/2025. I requested the port out information for my other three phones. I found out that **** split the account I opened into four separate and independent accounts, delaying our exit. I was the only person who interacted with Mint and entered into an agreement, but now they established three accounts, two of which **** denied me access to. We started moving our plan over on 7/22/25 and was met with several delays. Also my son's phone was locked by his last carrier so he had delays. I was able to port over my two phones here and my daughter, the travel nurse had to port hers over after she was back to a location with wifi. We have all moved over to the new carrier. I contacted **** again to confirm my renewal would be refunded and was informed I was outside the seven day termination window. When I called to get my port out information THAT should have triggered an account cancellation but later was informed I also needed to ask for a cancellation. They make it impossible to cancel in time. This is criminal.

  Business Response

  Date: 08/13/2025

  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: 08/13/2025

  I did receive an email communication, but theyve yet to resolve my complaint

  Business Response

  Date: 08/19/2025

  Hello,
  In regards to this matter, we have attempted to contact the customer via the email and/or phone provided on this form to request additional information.  Since the customer did not respond with the information requested, we have closed the case.

  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:08/08/2025

  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 renewed a 1-year plan with Mint Mobile on February 21, 2025, and then left abroad for an extended vacation starting March 15, 2025. Since April 2025, I stopped receiving SMS messages. When I returned from my vacation in August 2025 and contacted Mint Mobiles chat support, I was informed that my phone number had been terminated without any prior notice via email, SMS (which I couldnt receive anyway), or any other communication. They told me I needed to subscribe to a new number, and when I asked about a refund, Mint Mobile said they do not offer refunds for this type of case. They also directed me to contact customer service by phone, but after multiple attempts waiting over two hours each time, I was never able to reach an agent. I paid for a full year of service but had my line terminated after only two months, apparently due to inactivity, even though I purchased the plan specifically to keep my number during my absence.

  Business Response

  Date: 08/13/2025

  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