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:11/05/2025

  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.

  Transaction has been happening over the past week. I am attempting to port my cell phone number to a new provider, but Mint Mobile is saying they need to "authenticate" my account...for at least the 3rd time today. I have made multiple phone calls to obtain 3 pieces of data necessary to port my cell # to another carrier. They WILL NOT give it to me! It's MY phone #, ported originally from ******** and I intend to keep it. Why can Mint Mobile not provide me with: 1) the release # to port my phone #; 2) the account number; ** the PIN for this account?? It's because of Mint Mobile's "customer service" that I no longer wish to be a customer of Mint. The endless sales attempts to keep me as a customer is ridiculous. I've made my decision; please honor it! And give me those 3 pieces of data!!

  Business Response

  Date: 11/10/2025

  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:10/30/2025

  Type:Billing 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.

  Im writing regarding a billing and service issue with my Mint Mobile account *************). On October 15, my 6-month plan was due for renewal, and I was informed by support beforehand that my account would automatically refill on that date once I paid the renewal balance. I paid $120 for the renewal as expected, however, my data was never refilled on October 15.Instead, I immediately received a message stating that I had already used all of my data. My phones data-usage records show only about 6 GB used at that point, and I was at home on Wi-Fi during that time. I have screenshots confirming that I was told my plan would renew on October 15 and that no refill notification ever arrived.Because my data was never replenished, I had no usable data for several days and was forced to purchase additional data just to stay connected for work. Thats unacceptable, given that I had already prepaid for my new cycle.When contacting chat support, they were not helpful, rather than listening to me or looking at the data I provided them, they simply told me to stop streaming on cellular and to upgrade my plan. Ive not contacted them 3 times and each time they have kicked me out of the chat. I tried to email ********************************** and got a response that they don't monitor that email, and their live chat *****.To resolve this, I am requesting the following:A review of my account activity to confirm that my October 15 renewal payment was processed but my data allotment was not restored.Immediate correction of my account to restore the full monthly data amount I paid for.Reimbursement or credit for the extra data I had to purchase due to this system failure.Ive attached screenshots showing my payment confirmation, my prior conversation with support stating my refill would occur on October 15, and the absence of any refill confirmation or new data allotment that day.

• Initial Complaint

  Date:10/29/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attempted to activate cellular service was hung up on multiple times. Once I started to ask to speak to a supervisor I was put on mute and ignored for over 10. The representative wouldnt assist me or acknowledge I was even speaking to someone.

  Business Response

  Date: 11/03/2025

  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:10/29/2025

  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 10.22.2021, I purchased a new iPhone 11 and was required to purchase a service plan with it. The iPhone was purchased for $518.99 (Receipt #******), and the service plan cost $400.25 (Order #MT1274985), which was charged to my ****** account.On 10.25.2021, I received an email with tracking information ****** #************), followed later that morning by another email stating the order was canceled and that a refund would be issued within 72 business hours. I never received that refund.I contacted Mint Mobile on 2.26.2022, and was told on 2.27 that a refund would not be issued because the service is outside of the return policy, even though the phone order itself was canceled and I had been told I would receive a refund. I also mailed a formal letter on April 18, 2023, requesting the refund but never received a response.I would like Mint Mobile to issue a refund of $400.25 for the canceled iPhone 11-related service plan as originally promised.This complaint is a guarantee issue because on 10.25.2021 I was told I my purchase was canceled and I would receive a refund within 72 ******** reason for just now reaching out to the BBB for assistance is that I wasnt aware of your service until recently. Over the past couple of years, Ive been dealing with ongoing health challenges that made it hard to stay on top of certain issues, even important ones like this. I truly did my best to resolve this directly with Mint Mobile, but after so much time and effort without resolution, I felt I had nowhere else to turn. Im genuinely grateful to have found the BBB and appreciate any help you can offer in helping me finally bring closure to this matter.Being that time has passed, Im also open to a store credit in place of a refund if need be to use toward future service or a new phone if theyre willing to make a goodwill gesture and resolve this fairly. Thank you!

  Business Response

  Date: 11/03/2025

  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:10/28/2025

  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 received an email offering $15/month price for any level plan of mobile service around 9 pm on 10/27. Today at 9 am on 10/28, when I click the email links, the price is totally diffeeent. Through the chat, their employees say that this offer is expired or was never actually available. Nothing in the email indicates a time frame, necessary promo code, etc.

  Business Response

  Date: 11/03/2025

  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:10/27/2025

  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.

  Screen broke on my old phone. Called customer service first time and they told me I could get an e-sim for new phone. Had to give them an alternative email address for account and delivery because I didn't have access to email on account. I made sure the email was spelled correctly. They had to make a ticket to change the email. Never received an email. Called a second time. Never got the email because they spelled the email wrong. Never received a call back to confirm the second ticket was sent and fixed. Used the chat service for the third time. They confirmed my email was still wrong. Had to send another ticket to fix this. Never received an email or call back for THIRD time. They were supposed to mail me a new physical Sim card because despite being told by the first representative, my new phone does not support e-sim! Never received this. Wanted to charge me $9.95 for Sim card. I have been without service for 3 weeks now. I'm so sick of the email issue Never being resolved, Never receiving a call back, or receiving the Sim card I requested. I would like an explanation as to why it has taken this many times to get this resolved so I can use my service that I paid for. I would like a month's refund for the waste of time and complete lack of help.

  Business Response

  Date: 10/28/2025

  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:10/26/2025

  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 Oct 24, 2025, I renewed my Mint Mobile annual plan through the retention team. The agent offered a $60 discount (3 months free) on the $240 plan, so my total cost should have been $180. I loaded $180 into my Mint Wallet as they told me.Because of the retention teams mistake, $20 of my Wallet balance wasnt applied to the renewal. Two days later (Oct 26), Mints auto-renew system treated the plan as unpaid and charged me $41.86 via ****** under Order ID *********. That $41.86 included the missing $20 plus $21.86 in Recovery Fee and taxes. Now I still have $20 sitting in my Wallet that they say is non-refundable because it was part of the discount.Their support admitted the error came from their side but said they cant refund the $20 credit or the $41.86 charge. So I ended up paying $221.86 for what should have been a $180 plan. I spent several hours calling customer support, explaining why this was unfair and trying to find a reasonable solution, but all they said was sorry, we cant do anything.Why this is unfair: The auto-renew and extra charge werent initiated by me; they happened because Mints staff made a mistake. The $21.86 Recovery Fee shouldnt apply to a transaction that resulted from an internal error. Its not a government tax its Mints own surcharge. Keeping a non-refundable $20 credit basically locks me into staying with Mint for another renewal. I already paid more than the full price of the original plan, which feels unreasonable and deceptive.I just want Mint to refund the $41.86 overpayment. The company admitted it was their mistake, so they shouldnt keep money that was charged because of it.

  Business Response

  Date: 10/28/2025

  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:10/26/2025

  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 10/09 I called Mint mobile and informed them that I wanted to sign up. I signed up for a three minth contract at $15/ month. I told them I wanted to bring my no with me from my previous carrier. I also paid approximately $150 to purchase a phone from them: ******* Galaxy a14 5G. I was not informed about yhe seven day return policy. I received my phone on approximately 10/16. As I was unwell, I didn't actually set the phone up until 10/24. When I did, I was able to make phone calls but data was not working. I couldn't text, go on the internet or use ****** maps. These functions worked when I used my wifi. I spent all day on the phone to them on 10/26. I was constantly getting cut off so I literally called them 20 times. We tried various things, We reset the mobile network settings. We tried to change the Sim to primary but the *** manager functionality doesn't work. I am also unable to access the Access Poine Names functionality. Finally I put the *** in my old phone and everything worked. So it is clear that the problem is with the phone. I called customer service again (multiple times as I kept getting cut off). I was told that as we are past the 7 day period I cannot get a refund. That is unacceptable. I was sent a faulty phone. I was not informed about the 7 day refund policy. I am trying to return it within a reasonable time frame (11 days). I don't even want to return the phone, I just want to exchange it but Mint do not replace phones. It's not like Mint will be losing money. I am going to buy another phone with the money from them, one that hopefully works.

  Business Response

  Date: 10/28/2025

  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:10/25/2025

  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 a year account set up with ****************** for my wife that was auto paid on Oct 4 2025. She passed away Oct 15, 2025. I called for a refund and they said there is no way to refund it. This is not right.

  Business Response

  Date: 10/28/2025

  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: 10/31/2025

  
  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,
  
  ******* **********

  I have to compliment *** at Mint Mobile for her quick response in solving this request. I regularly recommend this company. 
  
   

  
  

• Initial Complaint

  Date:10/24/2025

  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.

  They actively prevent canceling by withholding your information to transfer your phone number and they dont provide statements for this reason as well. Ive spent days trying to get a statement. They wont give any information

  Business Response

  Date: 10/28/2025

  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