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:08/11/2025

  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
  
  

• Initial Complaint

  Date:08/07/2025

  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.

  Dear BBB,I am filing a complaint against Mint Mobile regarding their refusal to honor my request to cancel my current plan and switch to a cheaper one.On July 31, I placed an order with Mint Mobile, but the plan did not become active until the next day, August 1. I attempted to contact Mint multiple times on August 6through both phone and online chatto request a switch to their cheapest available plan. Despite my efforts, no one responded.I called again on August 7, and the representative refused to cancel my current plan or switch me to a cheaper one, citing policy reasons. I believe this is unreasonable, especially considering the short time since activation and my prompt attempts to make the change.I am requesting BBB assistance to:Cancel my current Mint Mobile plan, and Either switch me to the cheapest available plan or issue a refund for the current one.Thank you for your attention to this matter.Sincerely,Zoey

  Business Response

  Date: 08/12/2025

  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:08/05/2025

  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 am filing this complaint due to Mint Mobiles failure to honor a refund request I submitted on August 2, 2025 for an upcoming plan renewal that has not been activated.Mint Mobiles own return policy states:You may request a refund and cancel your new Mint Mobile service activation for any reason within seven (7) calendar days of ************* my case, the plan has not been activated yet, so the policy should not even apply in a restrictive way. Still, I was told that my refund request was cancelled because it was outside of the return policy. However, no one at Mint Mobile has been able to explain how my case violates the ********* fact, Ive spoken to multiple customer service agents: * On 07/28, I purchased a plan renewal for my plan to be renewed on Aug 4th On August 2 (before the new plan is renewed, and within 7 days of purchase), a representative explicitly told me my refund would be processed.After receiving notice that the refund was cancelled, I called again, and the new representative told me that they agreed the refund should be issued, as the plan had not been activated. However, Mint was unable to explain why the refund was ultimately denied, they just told you 'oh we can't process the refund" This has made it very clear to me that Mint Mobile is not honoring its stated refund policy, nor are they complying with what their own customer service team tells customers. They claim to offer refunds under certain conditionsand even confirm them verballybut do not follow through in practice.I have been a loyal Mint Mobile customer for five years, and I had planned to continue using their service. But this experience has been both frustrating and disappointing. I am requesting that Mint Mobile:1.Provide a clear and specific reason for the denial of my refund request, or 2.Reverse the decision and issue the refund as originally promised.

  Business Response

  Date: 08/11/2025

  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:08/04/2025

  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.

  A hacker broke into my Mint Mobile account, changed my password, and requested a replacement SIM card which allowed them to steal my phone number and put it on another phone. I called Mint Mobile on 8/3/25 at 1:50pm to get the issue resolved. I was told I would receive a call back from the tech department to resolve the issue within 4 hours. I didn't receive a call back the rest of the day (they are open till 10pm). I finally received a call at 12:00 (noon) on 8/4/25, but the employee said he could not resolve the issue without approval. He said I would receive a call by 1:00pm. It is currently 10pm and I have not received a call. It has now been over 31 hours since I first reported my phone number being stolen with no resolution and no options provided. I have called 8 times in two days with no help restoring my phone number. They continue to tell me they are working on it and wait for a call that never comes. Their tech department is not following up on the tickets issued.

  Business Response

  Date: 08/11/2025

  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:08/03/2025

  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.

  I have been a Mint Mobile customer since 2020 and have paid for multiple full-year plans without issue. On July 6, 2025, I renewed with another prepaid annual plan.This fall, I will be starting school and, for the first time in years, Ill be setting up home internet. The provider *** chosen offers a student discount and includes a free mobile line for one year. Because of this, I will no longer need my Mint Mobile line for the remainder of the prepaid period.I reached out to Mint Mobile customer support to request a partial refund for the unused portion of my service, but I was told this was not possible due to their 7-day refund policy.Given my long-standing relationship with the company and the fact that I will not be using the remaining months of service, Im respectfully requesting that Mint Mobile make a one-time exception and issue a partial refund for the unused balance.

  Business Response

  Date: 08/08/2025

  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,
  
  

• Initial Complaint

  Date:08/03/2025

  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 want my account numbere and port out pin. I keep getting we have to send it to the back and they will call you back. They verified me three times when I created a ticket to change my email address. Now that I want my account information they need to verify me again since it's a new ticket. I guess I am a different person since three days ago. I have called these people so many times for MY account number and pin so I can switch carriers. I also have failed to verify who I am with this second ticket apparently. All I am asking for is my account number and port out pin. This has been a very bad experience. I would never recommend this company.

  Business Response

  Date: 08/08/2025

  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