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:10/17/2025

  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.

  Locked out of my Mint Mobile account, that is set up with 2 factor authentication.Contacted customer service on Oct 11, was told to wait 24 hours for an email with instruction to disable 2 factor authentication. E-mail arrived on Oct 12, I followed the instruction but was unable to deactivate 2 factor authentication.Contacted customer service again, was told to wait for a second f/u email in 24 hours with further instructions. Meanwhile, I explained to them that I will be purchasing a new phone and want to make sure that I will be be able to port my number, which is in the form of eSim, to the new phone. I was assured that it can be done without me getting into my ********** follow up email as of Oct 17.On Oct 16, I purchased a new phone at Apple store and couldn't port the # to the new phone.I was on the phone from 3pm, talking to multiple agents at customer service, explaining the situations. None of them was helpful, they blamed the customer, the authenticator app. Their tactic was to get rid of the customer instead of resolving the issues. **************** hung up on me twice and kept stalling until they closed at 7pm Pacific time, leaving me hanging in the apple store with inability to transfer my phone number from the old phone to the new phone, creating major hassle with the transaction which involve trade-in.During the Oct 16 interaction, was told repeatedly that I have to wait 24 hours for an email, the same script that they have been reading, which did not work the first time, and that is the only reason why I had to contact them the second time. So I have no expectation that 1] the email will arrive and 2] if it arrives, it will not work.There is serious issue with Mint Mobile customer service, let me remind that it is the Mint Mobile app that recommends and allows 2 factor authentication to be set up. Take ownership of the problem and resolve it.

  Business Response

  Date: 10/22/2025

  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:10/15/2025

  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 switched to Mint Mobile about 20 days ago from T-Mobile as a new customer. At that time, ***** website advertised a new customer offer of $45 for 3 months ($15 per month). However, when I attempted to register, I was told I did not qualify for that promotion and was charged $90 for 3 months instead.I contacted ***** customer service multiple times but have not received a resolution. I now see the same offer still being advertised, yet Mint refuses to honor it or provide a rebate/credit for the difference.This is misleading advertising, as the promotion was publicly displayed but unavailable at the time of registration. I am requesting a refund or account credit for the price difference and for Mint Mobile to correct this misleading practice.

  Business Response

  Date: 10/20/2025

  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: 10/20/2025

  Mint Mobile has not reached out to me regarding any resolution. 

  Business Response

  Date: 10/24/2025

  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.
  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: 10/27/2025

  
  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:10/13/2025

  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.

  Date of transaction: 10/09/25 Amount of money paid to the business. $387.25 I have been locked out of the account due to inadvertently activating the double authentication process. The supplier did not disclose that an authentication app would need to be purchased in order to enhance security. I called customer service to have the block removed and they told me I would need to wait 24 hours and they would email instruction on how to remove the two authentication process. The link they provided did not work, I called customer service and they said I would need to wait another 24 hours. I called a third time and again was told I would need to wait for yet another 24 hours, a total of 72 hours. I asked for a refund for what I have already paid and they said I would not be able to get a refund without unlocking the account. I tried to call the corporate office and it goes right back to the offshore customer service phone number. I have made every effort and spent a lot of my own time to resolve this issue. I am looking to have the company reach contact me for a full refund.

  Business Response

  Date: 10/20/2025

  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
  
  

• Initial Complaint

  Date:10/13/2025

  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've been a mint customer for quite a few years and the service has always been great! Until recently I had a bunch of issues with people not being able call me, no voicemail nothing just a voice telling them "This number is not in service" Which is not true as I'm paying for Mint cell service! Unfortunately I had also just finished paying for the whole year upfront! I contacted customer service but they were not able to resolve the issue; in the end I had to port out to regain service! I contacted customer support asking for a partial refund for the remaining months I did not use but they told me no!

  Business Response

  Date: 10/20/2025

  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:10/13/2025

  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 extremely disappointed in Mint Mobile! We have been with them for 4 years & no where did they tell us in that beginning or give us a contract that told us they do not refund when you decide to leave. I would have never paid a year in advance for each of our phone lines. This is such poor customer service to rip off peoples money like this especially when times are so hard. I would have paid month by month if I had known this. I will never recommend ********************** will make sure on all my social Media to tell people to not use them they keep your money and dont care! So frustrating! We paid in March 2025 $360. & June 2025 $360. Leaving now October 2025 & they said they can not refund us. Unbelievable!!

  Business Response

  Date: 10/17/2025

  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:10/11/2025

  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.

  This is the worst customer service I have ever experienced from a phone carrier. I have not been able to use my phone for calls, internet or anything for the past 12 hours. Mint mobile says they are updating their network, and that I will not be able to use my phone until they are finished. They are not able to give me a timeframe for me to be able to use my phone. The services that I have experienced since joining Mint Mobile has been sub par at best. I guess you get what you pay for. I would not recommend anyone to get service with this company unless you want to be disappointed and not be able to use your phone for long periods of time, without anyone being able to tell you when your services will be restored. Bad phone company!

  Business Response

  Date: 10/16/2025

  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:10/10/2025

  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 switched to Mint Mobile for two lines of service and paid 12 months of service of $360 each line and activation charges of $45 each. Mint advised to use the service and then figure out your best plan needs.Two months into the contract mint suggested unlimited for our second line due to data running out. I accepted their suggestion and paid the difference of $165 more requested online to move to unlimited on one line of service.The upgrade did not occur. I called customer service and was told Id be issued a refund and then the 12 month 15 gig plan would end and the unlimited could begin right away.Never received the refund and today I am told to late- even if I cancel with 10 months of paid up service they would keep my $$720 of overage paid.Because they were going to let both 12 month agreements run out prior to moving to unlimited or **********, we are being told, even if I switch providers Mint will falsify telecommunications as if I am still using their phone platform?

  Business Response

  Date: 10/15/2025

  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: 10/15/2025

  I am awaiting Mint to offer me a refund of the full shown prepayment I've made in the transaction portal. 

   

   

  They offered a partial refund when they can clearly see 3 separate large payments that covered a year and a half of dual service. 

   

  Thank you 

  Business Response

  Date: 10/21/2025

  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: 10/23/2025

  
  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:10/10/2025

  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 am writing to file a complaint against Mint Mobile regarding my prepaid cellular services and a requested partial refund. Approximately one week after renewing my 12-month plan, I contacted the company to request a cancellation and partial ********* a loyal customer since 2022, I have observed a decline in service quality, which prompted my decision to cancel. The phone number associated with my account is **************. I am seeking a refund of at least $150 or more (but less than the $240 pre-paid) for the period covering October 10, 2025, to October 2, 2026.I kindly request that you investigate this matter thoroughly and process my refund.

  Business Response

  Date: 10/15/2025

  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: 10/15/2025

  
  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:10/10/2025

  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 this complaint because Mint Mobile failed to protect my eSIM and phone line, allowing an unauthorized transfer to another device without my consent, and mishandled my report when I tried to recover access.On october 8th, my phone suddenly showed SOS only. When I called Mint that same day, the representative told me it was a general company error, without checking my account or warning me that my eSIM was active on another device. Because of this misinformation, I lost critical recovery time while the attacker continued accessing my accounts.The next day, after having the same problem and insisting, a second representative asked for my IMEI and confirmed that my eSIM had been activated on an iPhone 15 Proa device I do not own or recognize. This confirmed my number had been stolen.During this period, I could not regain control of my Mint account because my Outlook email had also been compromised, preventing password resets or two-factor verification and they could not offer me other solution. As a result, the attacker used my phone number to attempt further purchases and access to protected information tied to my identity and financial ************* never sent me any alert, confirmation request, or security check before the eSIM transfer occurred. Even after the breach, they provided no written record of the unauthorized swap, which I now need for law enforcement and fraud reporting.I request the following: A written report confirming the fraudulent eSIM transfer. Full details about when, how, and on what device (IMEI, activation time) the eSIM was moved. An explanation for why **** failed to notify me and misled me about a system error. $5,000 compensation for distress, time lost, and exposure of sensitive data due to Mints negligence.I can provide all supporting documentation and correspondence.

  Business Response

  Date: 10/14/2025

  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 Mobil
  
  

• Initial Complaint

  Date:10/10/2025

  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 bought a Mint Mobile plan on sept 14 and paid $387.35. Although Mint says my area has coverage, the signal at my new home is very weak. I can barely use data or make calls.I contacted Mint support many times, but they did not help or solve the issue. Im asking for a refund or cancellation without penalty because the service does not work at my location.

  Business Response

  Date: 10/14/2025

  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 Mobil