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:08/03/2025

  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 Mint mobile phone number was hacked on 30th July 2025. I called mint mobile and asked them to resolve this issue and restore network to my sim card. It has been 5 days now and there is no resolution. I have called more than ******************************************************************************************************* as soon as possible. For 4 days nobody contacted me in my alternate email or phone number. On the 4 th day they closed the case saying that I was not reachable when I was calling them every 3-4 hours to ask for updates. Then after calling again they opened another case and still I have not been contacted. In the meantime, the person who hacked my phone number has conveniently transferred the number to a virtual sim card with the help of Mint in a day's time and is still using my number to commit fraudulent activities. I also lost money because of the severe lack of security in Mint Mobile service. Whenever I call, I get asked the same set of questions over and over again but no attempt has been made to deactivate the number from the fraudulent person and restore it to my sim. I am also locked out of my accounts because I cannot receive OTP on my phone. I have incurred immense financial loss and mental distress because of the terrible service from Mint customer service.

  Business Response

  Date: 08/07/2025

  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:08/01/2025

  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 phone service requires that customers pay ***** in advance each time and I paid $ ****** on May 21, 2025 - Aug 21, 2025 I left mint mobile phone company on July 14, 2025 and requested my refund amount for the July 21- Aug 21, 2025 for the service I will not be using in the amount of $38

  Business Response

  Date: 08/06/2025

  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: 08/08/2025

  
  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:08/01/2025

  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 no problem with Mint Mobile, but the Minternational plan did not work for me when in *****, ********, and *******. I bought two 10 day plans, each being $20. Before I got to my destination, I activated the first plan. When I got to my destination (3 days into the 10 day plan), it didn't work. Everyone on the trip was happily using their data while I could only use the Wifi. I then got a text saying I should activate my plan. I had trouble getting on their app to check, so I thought that maybe I didn't activate the first one correctly. But, what happened was that it deactivated my first 10 day plan and activated my 2nd 10 day plan. So, I basically lost that first plan. I called ****, and the representative kept telling me "I believe in you" and also said I had used some data so clearly it was working. Maybe it did work at some level, but I kept getting errors (see attached.) It was nerve wracking and I spent far too much time on my vacation trying to get it to work and then gave up. The codes showed LTE, but then there was either an H, G, or E preceding it. I don't know what those meant except that it didn't work.

  Business Response

  Date: 08/06/2025

  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:07/31/2025

  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.

  Mint Mobile fraudulently charged ******* ******** credit card. They have not refunded amount, although they stated they would. ******* is not nor has been a Mint Mobile customer. The phone mailed to her was returned with the provided return label. (See email attached)

  Business Response

  Date: 08/05/2025

  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:07/31/2025

  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.

  Mint Mobile double charged me for service and will not reverse the incorrect charge.I signed up for Mint Mobile on May 14, 2025 for three months of service. I should have been charged only $51.79 for this service. However, Mint erroneously charged my credit card that amount twice on that date. I now realize Mint created two separate order numbers, ********* and MT7566730, for the same service to the same telephone number for the same time period.I attempted to contact Mint about this over a month ago through its "Chat with FoxBot" but could not connect with a representative. I tried again on July 30, 2025. After a long wait and providing the order number, I was disconnected. I tried the chat line again and was eventually told to use the telephone help line. I then called Mint's help line, and on the third attempt eventually reached a representative only after indicating that I had a "technical issue." The representative spoke with her supervisor, gave me a refund number, ******, and said I would receive an email. The email said that Mint was unable to process a refund "as the request falls outside the parameters of our return policy," with no further explanation.The two charges for $51.79 on May 14, 2025 were duplicate. I should be refunded the amount of the second charge. Thank you.****** ****** ************

  Business Response

  Date: 08/05/2025

  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:07/31/2025

  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 26, 2025 I called Mint to request an eSIM for a new device, to replace a physical SIM. **** first deactivated the physical SIM in my old phone. My phone number, **************, became unusable at this point. Second, Mint was supposed to send me a ** code by email to activate the eSIM. Since I didnt receive an email with the ** code, I spoke with customer service to check the status. When I spelled my email for the Mint agent, she alerted me my email address was misspelled in Mints files and this was the reason I had not received Mints email. When I became a Mint customer in 2022, I used my correct email address and received a confirmation email from Mint (see attached). Since then, I have not changed my email address in my Mint account. However, someone at Mint must have mistakenly retyped my email address in the file at some point, changing the ch in ************************** to th. As a result, during the call I was asked to answer a series of authentication questions to correct the spelling of my email address that had been altered by Mint. For example, I was asked how many times I topped up in the last 12 months and how many gigabytes I topped up. I couldnt verify the accuracy of my answers because I couldnt access my Mint account due to the deactivation of my physical SIM (a code is texted to phone as 2-step auth.). After three authentication trials, Mint determined that I did not provide an accurate response and blocked my next authentication try for 30 days; until then my phone line is frozen and I cant access to my own phone number. I just renewed my 12-month Mint plan in June 2025. I have prepaid for service that Im not currently receiving. This unfortunate chain of events was triggered by an error on Mints part. It is Mints responsibility to fix its error and restore access to my phone number. I need Mint to investigate why my email address was altered, correct my email address on file, and unfreeze my phone number ASAP.

  Business Response

  Date: 08/05/2025

  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: 08/05/2025

  I appreciate that Mint Mobile customer service has reached out to me. However, the matter has not been resolved. I am still without access to my phone number.  

  Business Response

  Date: 08/11/2025

  Hello,
  In regards to this matter, we have attempted to contact the customer via the email and/or phone provided on this form to confirm that their service is currently active.  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
  
  

  Customer Answer

  Date: 08/17/2025

  I am in touch with the customer service agent. The resolution is in process. Access to my phone number has been restored. However I am still not able to login to the Mint Mobile app.  

• Initial Complaint

  Date:07/31/2025

  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 filing a complaint against Mint Mobile regarding their failure to complete the transfer of my existing phone number, as promised. I have contacted Mint Mobile customer service multiple times, and a case was created under reference number L2420757 for their IT engineering team. I was told they would respond within 14 hours. That deadline passed without any resolution or follow-up. Purchased this deal July 16th 2:38PM order # *********.The root cause of the issue appears to be on Mint Mobiles end they created a duplicate number transfer request, which has caused the port-in process to stall. Despite this being their internal mistake, I am continuously being told to call customer service again and again, wasting my time without any clear solution or ***************** make matters worse, I purchased a Galaxy S25 with a 24-month free data plan promotion, and now I am unable to use the service I paid for due to this number transfer failure. It feels as though Mint Mobile is intentionally delaying or mishandling the porting process to avoid fulfilling their own promotional promise.I am requesting the BBB's assistance to ensure Mint Mobile completes my number transfer promptly and honors the full terms of the promotion I signed up for.Desired Resolution:Immediate completion of my number transfer.Confirmation that the 24-month free data plan is intact and will be honored without penalty or delay due to this issue.A formal apology and some compensation for the time wasted and inconvenience caused.Thank you for your help in holding Mint Mobile accountable.

  Business Response

  Date: 08/05/2025

  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: 08/05/2025

  Mint "VIP" team reached out and they lied they tried to call my phone #. Mint vip team basically parroted "oh you need to contact your current courier to cancel current number transport". I called current courier and I actually had them explain to mint customer service that they dont have authority to do this and mint created multiple port out request so they need to fix it.

   

  I now replied to that email that 1. Still my number is not transfer nor Sim is activated 2. I card H2O wireless my current courier so Mint stop tossing their responsibility to my current courrier.

  Business Response

  Date: 08/11/2025

  Hello,
  In regards to this matter, we have confirmed that the customer must contact their previous/current service provider to cancel or submit the port request as the provider must validate the account holder.
  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:07/30/2025

  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 purchased a Mint Mobile *** card that clearly shows an expiration date of 6/4/2027. I stored the card away with the intent to activate it when needed. Now that Im ready to use it and port my number, Ive been told by customer service that the *** cannot be activated because it has to be used within 45 days of purchase.This 45-day policy was never made clear at the time of purchase, and it directly contradicts the "Activate by" date printed on the *** packaging. I have contacted both customer service and sales, but each repeats the same line about the 45-day window without addressing the fact that the card is still well within the listed expiration date.I believe this is misleading and unfair. If Mint Mobile truly intends for activation to happen within 45 days, that information should be printed clearly on the packagingnot just the 2027 date, which creates a false ************** simply asking for the company to honor the activation date that is advertised on the product I purchased.

  Business Response

  Date: 08/04/2025

  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: 08/04/2025

   

  Subject: Rejection of Inadequate Resolution Response

  
  Hello,

  
  Thank you for your response. However, I must respectfully reject it as it does not directly address or resolve the core issue I raised.
  

  Your message is overly general and lacks the specific information, accountability, or corrective action necessary to move toward a real resolution. Simply stating that you're working with the customer without detailing what steps are being taken or offering a meaningful update is not acceptable, especially considering the nature and timeline of the problem.
  

  I expect a direct, substantive response that clearly explains:

  
   - What is being done to resolve my issue.
   - Who is responsible for the delay or error.
   - When I can expect a concrete resolution.
  

  Please escalate this matter to a supervisor or relevant department and respond accordingly.
  

  Sincerely,

   

  Business Response

  Date: 08/11/2025

  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.

  We are unable to provide specific information as responses may be made available publicly on the BBB website.
  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:07/30/2025

  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 purchased a phone from Mint Mobile on 7/18/25 because it was on sale. At the time there was no disclaimer that I would need to sign for the delivery of the device. ***** attempted to deliver the device three times while I was away for work. They have since put my phone into a hold at one of their facilities and will not make any changes to the order unless directed to by the shipper. Their AI software for customer service will not let me speak with an agent and as the receiver I'm unable to make any changes to delivery. I called the shipper - Mint - and they told me this does not involve them, which I would agree with other than ***** will not engage with me. Only the shipper. I asked to cancel the order so I could purchase elsewhere, **** refused to do that because they do not have the phone. So where I'm at - ***** refuses to deliver or to speak with me. Mint refuses to engage with ***** or issue a refund. I'm filing this complaint for **** because ***** is attempting to provide a solution, it just involves the shipper contacting them, Mint is just telling me that it's not their problem and they will not make any changes to the order unless I deliver the phone back to them. Which I can't because they haven't gotten the phone to me.

  Business Response

  Date: 08/04/2025

  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: 08/04/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ***** was able to work with me to resolve the issue without Mint getting involved with rescheduling the delivery. I needed one or the other to engage and ***** took care of it. I consider the issue resolved. 
  
  Thanks, **** ***
  
   
  

• Initial Complaint

  Date:07/29/2025

  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.

  Something has happened to this company and it stinks. In the past 8 months, customer service is absolutely not a thing anymore. I upgraded my plan - not my other family members, during ****** because of the outages. I have tried to downgrade - THREE times - and no one can help. The only remedy is to cancel the plan and then start over a few days later. This is unacceptable. I have screenshots of the downgrade request in my account and they still refused to help. When I cancelled this final time, I wanted a refund for the past three months and they only refunded the amount for my phone, not my husband's. I require 100$ refund for the second line on my account. I will be contesting the charges thru ***** credit card. Be ware of working with "mint mobile" it's a farce.

  Business Response

  Date: 08/04/2025

  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