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Business Profile

Mobile Phone Service

Mint Mobile

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

Customer Complaints Summary

  • 2,629 total complaints in the last 3 years.
  • 688 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/14/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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've been trying to port out of Mint Mobile to switch providers after discovering that the service in my area was not as good as advertised. They will not provide me with my account number or port pin number. It is not on the website in my account information, and the chat bot insisted on grilling me on why I wanted to port out. I told them, then they referred me to a "real" person to chat with who did the same. They delayed by requiring a security number that they were supposed to provide me via text, but the number they sent they said was not valid. Then they asked for a screenshot of the security number, and while obtaining that and transferring it to my computer, they cut off the chat session, claiming it had been idle for more than 6 minutes, which it had not. They are purposely withholding the information I need to port my number over to another carrier. I believe that is illegal.

    Business Response

    Date: 07/21/2025

    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:07/14/2025

    Type:Product Issues
    Status:
    Answered
    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 January 17, 2025, soon after immigrating to the ***** I purchased a SIM card from Mint Mobile. Despite payment, I did not receive functional service for nearly three weeks. As a patient with a serious autoimmune condition requiring continuous care, the lack of mobile access resulted in medical deterioration. I had no way to reach doctors, refill medications, or call emergency transport. This led to two ER visits and a medically confirmed diagnosis of irreversible bone erosion caused by delayed treatment. Emotionally, I endured severe distress navigating a foreign country without identity, phone access, or safety. I missed legal and immigration updates, was unable to open a bank account, and relied on strangers for basic tasks. The companys failure went beyond mere inconvenienceit endangered my health and dignity. Under California Civil Code 1714, Mint Mobile owed a duty of care to its customers and clearly breached it. Their negligence caused quantifiable harmphysical, emotional, and functional. I therefore demand: (1) a formal written apology; (2) full refund of all charges during the disruption; and (3) compensation of $12,500 for damages sustained. This claim is fully supported by medical records, screenshots, and legal correspondence. If unresolved, I will escalate to the ***, California Attorney General, CFPB, and file in Small Claims Court. Let this serve as notice: when service failure crosses into medical endangerment, accountability is not optionalit is legal and ethical necessity.

    Business Response

    Date: 07/18/2025

    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:07/13/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 went to the store and bought a phone. After words because I do not have a mint mobile store in my area I drove to target which sales mint mobile. The phone guy in the store said to buy the 45 dollar card and they would honor the unlimited service. I bought and went home and set my new phone. My phone never got unlimited. After 5 gig of use it shut down. I bought the phone June 9th and I waited till the phone start service back and call mint mobile today July 13 when I say I had service back. I was told they were refusing to help me because I bought through a 3rd party even though it was for mint mobile service. I have talked to both parties and either will help me fix the problem even though they offer that you can get unlimited for a price which I paid. I never received what they said they offer a new client and I am still in the new client offer. When I called they even said I could call the bbb because they would not and refused to help me or change anything and that they did not care.

    Business Response

    Date: 07/18/2025

    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:07/13/2025

    Type:Billing Issues
    Status:
    Answered
    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 sent a letter by regular mail cancelling my Mint Mobile service (attached) I did not get any response from provider. I even cancelled my credit cart to prevent forceful charge from them.Also several times In tried to cancel the service lodging on Mint internet site (although the is no cancellation option whenyou lodged on Mint Mobile site)I lost my phone in January 2025, I was not able to use Mint Mobile service since. Anyway on 07/12/25 they twisted my hands and charged me $387.16 using my debit card which was unfortunately also linked to ****** but which I did not authorize for this service. ******

    Business Response

    Date: 07/18/2025

    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:07/13/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 new phone and plan from mint mobile unaware that I wasn't signed on their website (I started in my app that I was signed into). I asked to cancel just the plan and keep my current mint plan with the new phone and was told the only way I can keep my number is to purchase a plan from another carrier and port it back to mint because mint doesn't port numbers from other mint accounts. They want me to $44 a month for affirm payments for a plan I can't use. Either port my number to the new plan or cancel that plan and let me keep the phone for my current mint plan.

    Business Response

    Date: 07/18/2025

    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:07/13/2025

    Type:Product Issues
    Status:
    Answered
    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 7/112025 I paid ****** for the next 3 months, few weeks later my son placed me on his phone carries phone. When I Iasked fir a refund I was denied by the business and my banking institution, stating I had 7 days after the payment to request a refund o. A prepaid service- prepaid!!Which leads me to believe that I just paid Mint Mobile for mother

    Business Response

    Date: 07/18/2025

    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:07/12/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 family ordered a couple of brand new phone from mint mobile. When they came we opened it up transferred our files and updated the software because the phones were asking to update its software. Now my Brand new IPhone 16 ******* has several issues on the spot. The camera flashing/blinking rapidly and not taking photos, this is the same issues with the video. The phone battery only lasts a day with minimal use (texts, call, and occasional surfing the internet). The touchscreen sometimes lag and unresponsive, and the keyboard often does a ghost touch. The keyboard would disappear in the middle of me typing. So I called mint mobile and explained all these issues and asked for a brand new replacement of the IPhone 16pro max. They told me they could only process a return on full refund. HOWEVER, since I bought this phone together with my husband brand new phone, I must return both phones to them. This is ridiculous and causes a lot of hassle and headaches. My husbands phone does not have a defect nor is it acting weird, just mine. But now I must return both to get a refund. This policy was also not disclosed to us during the purchase!

    Business Response

    Date: 07/17/2025

    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:07/12/2025

    Type:Product Issues
    Status:
    Answered
    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 2 phones with phone service They sent me an incomplete packsge (missing items) I have rhave tried calling this company at least 9 times. NO HELP I have asked for a supervisor NO HELP I cancelled service and phones then 10 days later Phones are delivered anyhow Still I cannot get answers as to what I was charged when it was charged anything This experience has me left KNOWING I was clearly taken advantage of simply beacause I am Diabled

    Business Response

    Date: 07/16/2025

    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:07/12/2025

    Type:Customer Service Issues
    Status:
    Resolved
    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 reaching out in desperation. I have contacted the customer service line five times during the past week to 10 days, bypassed the ** options, and spoken directly with representativesyet my issue remains unresolved.I am a Mint Mobile customer with the following numbers on my account: ************ and ************. Three months ago, I added a Kids Line *************) and mistakenly enabled 2-step authentication. Also, I intended for this line to be added to my Family Plan, but it never was. Now, since the 2-step process is not working for me, I am unable to access the account to pay the ******** renewal rate due by 7/16/25.Despite calling five timeswith the child presentand following every instruction given by the representatives, we still cannot bypass the 2-step process and gain access to the account. I am extremely frustrated, as this should be a solvable issue. I am the account owner, and it is entirely reasonable to expect that Mint can remove the 2-step authentication upon request in this situation.I need this issue escalated to someone who can take action. There is no point in my continuing to call the customer service line if they are unable to resolve the matter. If this is not fixed promptly, the childs Mint account will be lost, which is unacceptable.I respectfully urge to be contacted as soon as possible with a resolution. Thank you.

    Business Response

    Date: 07/16/2025

    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: 07/16/2025


    Better Business Bureau:

    I have reviewed the customer-friendly response and actions made by the business in reference to complaint ID ********, and find that their resolution is satisfactory to me. I consider this complaint resolved.

    Regards,

    ******* ********

     

  • Initial Complaint

    Date:07/11/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    No services bar always at one bar or SOS have to have internet to connect. Did trouble shooting and its exactly the same and all I get from service is ph we hope this will be fixed in the future

    Business Response

    Date: 07/16/2025

    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

Mint Mobile is NOT a BBB Accredited Business.

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