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:10/09/2025

  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'm using mint mobile currently but since I've used them I get 20 to 30 spam calls and text a day so I requested a refund I spoke to ******** to say around 5:50 pm Oct 9th 2025 and she said they can't process it because I've already used my 5 gn of internet data. I'm fine with only getting the other two months refunded and not this month I spent three months in advance so there will be 2 months where I'm not using their service a little over too months and they're denying me a refund and I won't even be using their services. and I've got 20 to 30 spam calls or texts a day since I signed up with them and it's getting ridiculous I just want my refund even if it's for the 2 months and not the full $75 for the 3 months

  Business Response

  Date: 10/14/2025

  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:10/08/2025

  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.

  Just today on 10/8/25 I attempted to obtain my account number by logging in to my account where through ****'s Scam business practice they conceal that info in order to force consumers to call in only to be harrassed about reason for leaving Mint's horrendous service behind, while stalling and placing the consumer on multiple hold times around an hour combined! Ultimately the call was disconnected prior to Mint support straight out of the Philipines complied with my request! Once again I'm asking for my account number and pin without further wasting this consumer's time or I WILL BE in contact with the ********************************** to force it!

  Business Response

  Date: 10/13/2025

  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:10/07/2025

  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 ordered a phone and the address label was incomplete. ***** refused to deliver it and told me to contact the sender to update the address. I made 2 phone contacts, online chat contact and 2 emails in a 2 week period to resolve the issue. Finally I gave up and requested a refund. I was told I would have to return the phone. The phone gas never been in my possession, and if it were, I wouldn't need a refund. The communication from the company has been absurd and kafkaesque.

  Business Response

  Date: 10/13/2025

  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
  
  

• Initial Complaint

  Date:10/07/2025

  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.

  I was a customer with 2 lines with Mint. When I cancelled them at Sep 20 and requesting a refund later(Oct 7), they told me I cannot get refund as I should request a refund in 7 days. None of the presenters mention that, so I don't know, they told me that it is internal guide line, not even a ********* means that none of customer should know that.

  Business Response

  Date: 10/13/2025

  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:10/07/2025

  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.

  Details of the Problem:On September 27, 2025, at approximately 1:30 AM, I initiated a number transfer to Mint Mobile, based on their assurance that the process would be smooth and quick. However, the transfer was not completed until September 30, 2025, at 12:08 AM, which is nearly two and a half days later.During this entire period, my phone service was unusable. I could not make calls, send texts, or access mobile data. I was traveling at the time, which made the situation especially difficult since I depended on my phone for communication and navigation.Because Mint Mobile failed to complete the transfer within a reasonable timeframe, I had no choice but to purchase a prepaid SIM card in order to stay connected. The prepaid plan cost me $52 for *************************************************************** Mint Mobiles service.Mint Mobile had advertised and assured customers that number transfers would be smooth and quick, but my experience was the opposite. This delay caused both financial loss and significant inconvenience.I have not received any compensation or acknowledgment from Mint Mobile regarding this issue.Resolution Requested:I am requesting a reimbursement of $52 for the prepaid plan I was forced to purchase and an acknowledgment of the inconvenience caused by the prolonged transfer delay.

  Business Response

  Date: 10/13/2025

  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:10/06/2025

  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.

  On 10/5/25 I found that my cell phone was gone. It had my authenticator app on that device. It used for 2F access to Mint (and other sites). Tried to log into Mint for a new SIM. Cannot do that as I could not get past the 2F (which is good, that's why I set it up). Calling tech support there, I was sent an email saying Disable Two Factor Authentication. Great! However, this link simply took me to their site, asking me to login with the existing two factor code that I could no longer provide. I was walked through setting up a new authenticator app on a replacement phone I have handy. But, same problem. To "pair" the new auth app to Mint, one has to log in. Can't do that, I don't have the old phone. And round and round we go. I called four times. The last two, they simply hung up on me mid-sentence. "Follow the steps in the email." I can't! They had no solution and dropped the call. Thanks for nothing! Whoever has my phone has control of my phone number now and my physical SIM. **** will do nothing. Other sites with whom I had 2FA helped me by verifying me by other means and then turning off 2F, allowing letting me in again. I've been the victim of various fraud over the last for or so years. This is an "open door" to more trouble for me. It was my fault that I didn't back up my "seed" for the authenticator. But, this is just too much. Just hang up on me? Now what?!

  Business Response

  Date: 10/10/2025

  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:10/05/2025

  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 ordered an international roaming pass from Mint Mobile on August 11th upon arriving in the ** after traveling from the ***The roaming pass did not work and I requested assistance from Mint Mobile customer service. One of the customer service **** cancelled my sim card in error and ordered an e-sim which I never requested (also would not work with my phone).This meant I was without a sim card or roaming pass for the duration of my trip. I requested a complaint to be raised several times and a full refund for the roaming pass and loss of service. The company ordered a replacement physical sim after further outreach which arrived upon my return to the ***Despite further requests for a full refund and complaint to be raised, I was continually denied these requests, and only offered a $20 credit to my account, an amount which did not ever cover the cost of the roaming pass.After further outreach today (Oct 5), I confirmed no complaint was ever raised and told that I was now outside the 7-day refund window so nothing could be done.I requested an official email and physical address to write to and was told that none was available.There is a clear breach of contract and continual infringement of rights which I am seeking to rectify through appropriate reimbursement.I enclose screen captures and photos of the online conversations with the customer service ****. **** does not provide a copy of these to customers.

  Business Response

  Date: 10/10/2025

  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: 10/13/2025

  
  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.

  I can confirm that the amount for the international pass was refunded ($23.84 inc. tax) and $40 was credited to my Mint account.

  Regards,
  
  ******* **********
  
   

  
  

• Initial Complaint

  Date:10/04/2025

  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 paid for a mint mobile service, I changed my email because I would be selling my phone and receiving a new one. I verified my new email address on my mint account before doing so, then I call that I need a new esim for my new phone because I cant transfer it from my old phone.the old phone was sold. I needed an email to reinstall the old esim. They put in a ticket for me 100 times telling me I will receive a phone call from their authentication team. I waited. They said they called me on Wednesday but I was unavailable however I called them back and said Ill be available Friday and Saturday. I even called this again Saturday morning, A whole entire day just to get NOTHING. Called back three times to update the tickets , STILL nothing. Asked for a refund they said it cant be refunded, so I cant get my esim because theyre too lazy to call me and nor can I get a refund. Makes no sense. Follow up number: L2436379

  Business Response

  Date: 10/09/2025

  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:10/04/2025

  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.

  Date of the transaction:Sep/16/2025 The amount of money you paid the business:$180 for 12 months prepaid plan What the business committed to provide you:Mint Mobile committed to provide me with active wireless service (unlimited talk, text, and data) after payment.What the nature of the dispute is:I recently changed my phone and accidentally deleted my phone number *************). I requested Mint Mobile to provide me with a new eSIM activation code. I submitted all required personal information to prove my identity. However, Mint Mobile claimed that because I recently changed my email address, I could not provide valid information to verify myself.This is unreasonable and absurd: I am the paying customer, I provided all relevant details, yet Mint Mobile refused to activate my service. Over the past week, I have made numerous phone calls to Mint Mobiles customer service. Each time, I was told that I would receive an email with an eSIM activation link. I never received any such ******** a result, my phone number has been unusable for an entire week. This has caused serious disruptions in my daily life, including not being able to receive important verification codes and calls.Whether or not the business has tried to resolve the problem:Mint Mobiles customer service has failed to resolve this issue despite multiple calls. Their agents only repeated the same message without escalating or providing a solution. The promised emails for activation never arrived. This raises the question: what is the purpose of customer service if they cannot solve the problem?If the issue involves advertising, when and where the ad was seen or heard:Not applicable.

  Business Response

  Date: 10/08/2025

  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
  
  

  Customer Answer

  Date: 10/08/2025

  Ive tried to call that number, and the customer service says, I can only have 2 maximum tickets per 30 calendar days of reporting that problem on 1 account . They cant handle that report for me. They announced me that I have to wait another 30 calendar days for report that problem again!!! I really dont know why happened that, there is basically no item on the contract, and you didnt notify me about that before, ever. I really need that number, but you said I had to wait another 30 days??? 
  

  Business Response

  Date: 10/13/2025

  Hello,
  We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.

  At Mint Mobile, we take security and customer information seriously. Since account security is a priority for us, the customer must successfully validate their account in order to receive the account information, which may include correctly answering a set of security questions.  We recommend customers to have a valid email address so we can send account notifications but this is also used as a security measure. To validate certain aspects of their account, we may send a One-Time Passcode via SMS or Email. If for whatever reason they cannot receive an SMS to their phone, having a valid email on file can be an important safety net.  In order to validate their account, it is important that customers work with their email provider to regain access to the email address that they have on file.
  More information can also be found here:  ***********************************************************************;
  
  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:10/03/2025

  Type:Billing 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 August 11, 2025 My wife ***** ********* [Account Holder] contacted Mint Mobile to renew our family plan. The request was for one line to downgrade and the other to maintain at the higher-data tier. Mint Mobile made an administrative error and incorrectly applied the downgrade to the wrong line. The company's error enforced us to incur $120 in unnecessary charges. I called customer service to have this error corrected and the charges refunded , but the agent refused to correct the data plan without additional fees. I was then transferred to the ********************. The ******************** escalated to another supervisor and then abruptly hung up on me at approximately 7.46pm on Oct 3rd, 2025. I require Mint Mobile to:Firstly: Immediately correct their error and honor the plan that we paid for. Secondly: Issuing a full $120 refund for the charges resulting from their mistake.

  Business Response

  Date: 10/08/2025

  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