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:10/03/2025

  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 mother and I were forced to cancel this mobile service due to critically poor cell quality, which has recently resulted in many multiple dropped calls throughout our home. As we use this mobile service daily for work, call reliability is imperative to our ************** an attempt to resolve the matter, I spoke with several customer service agents including one on 9/29 that communicated there was a problem with our local cell tower, and that our service would be transferred to another one. I was also told, however, that this may not fix the problem which it did not and that there was no technical resolution timeline. This left me with no choice but to switch *********** a loyal and previously satisfied Mint Mobile customer since April 2023, I prepaid my most recent plan for 12 months in July 2025 (receipt attached). My mother, **** ****, also renewed her plan for 12 months in May 2025.These payments were made timely and in good faith, and with the reasonable expectation that the same service quality would be maintained. Due entirely to Mint Mobile's technical failures, and through no fault of our own, this service contract was breached, and we are entitled to recovery.When I requested a refund from the company, however, they refused -- citing obscure fine print in their ******************* and taking no responsibility whatsoever for their failures and *********** a resolution, I am requesting a pro-rata refund for our unused plan service:******* ****: 9 mos. @ $15/mo. = $135 **** ****: 8 mos. @ $15/mo. = $120

  Business Response

  Date: 10/07/2025

  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

  We have not been contacted by Mint Mobile since filing the complaint, and there have been no steps offered to work toward a resolution.

  Business Response

  Date: 10/13/2025

  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: 10/14/2025

  I am in receipt of, and very much appreciate, the refund to my account in the amount of $167.24.
  

  This complaint, however, was made on behalf of both myself and my mother, **** ****, who was also forced to cancel her Mint Mobile service for the same reasons. A corresponding refund to her account will resolve this complaint to our satisfaction.

  For reference, her Mint Mobile information is: ****************** / ************.

  Thank you.

• Initial Complaint

  Date:10/03/2025

  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.

  My family purchased annual plans through Mint Mobile on 9/13/2025. I set mine up first, and forgot to use my friend's referral code to get a $45 bill credit for her and $15 bill credit for me. My family, however, did use my code when they set up their account. As soon as I remembered that I didn't use my friend's code, I chatted with customer support to ask if they could apply the credits manually. With no issue, after getting her code and some account information, they applied the credit. A couple days later, I noticed that my kids' accounts did show up on my Refer a Friend page, but my husband's didn't. I chatted with Mint and asked them to apply it since he did use the code. They said that their system showed that he didn't use the code and it could have been because he had to hit the back button because we had issues with their system accepting any of our credit cards (another issue for another day). They said that they could not go back and apply the credit, which I know is not true because they did it for my friend when I told them I forgot to use her code. I told them all this, but it got me nowhere. I chatted again a couple weeks later to see if another chat agent could help me, but got the same answer. They could not explain why my friend's credit could be applied manually (suggested that it was a computer glitch that allowed it) but my husband's couldn't. They insist that there is absolutely no way give a credit unless the computer system does it. They admitted that they are ruled by a computer system that obviously glitches. I am sure I'm not the only person this has happened to, and feel they should stand by their referral promises, even if the system messes up. Having no way to override a computer system to right its wrongs is no way to run a business. Additionally, when I confronted with all this, they prematurely discontinued the chat before I was ready to stop fighting the issue.

  Business Response

  Date: 10/07/2025

  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

  The business has done nothing to try to resolve this issue. I have chatted with multiple customer service **** and supervisors, who all say that the "team" agreed that if the computer system did not apply the credits, they could not do anything. They claim it is impossible to override the system. I noticed that in my first statement I did not include my account number, so I'm doing so here: ********* (and if needed, the account number for the friend for which we did not get the refer-a-friend credit is *********. Maybe now they will ACTUALLY contact me to resolve this issue.

  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
  
  

  Customer Answer

  Date: 10/14/2025

  
  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 have confirmed that the business to performed this action and consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:10/03/2025

  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 wife, my son and I have been good customers of ****************** for years. Last June I realized we had been paying more for the service than we needed to because we were never put on the family plan. I spoke to an *** about it and, to keep us as customers, he told me they would reduce two of the lines that would renew in September to $240 per year and the third line to the same price when it renewed next June. He also promised to call when the plans were set to renew. (I have learned to record phone calls whenever a company says they will record it). But September came and *** didnt call and the plans renewed for $360 each. I called the customer service number and spoke to **** and then Sakari. They both acknowledged the offer from *** but told me there was nothing they could do because the renewal already went through. Since it was Mints fault Sakari offered to give us the refund when the plan renewed again next September. I was surprised that he would think I would trust this verbal offer for a year after they refused to honor the first agreement. What is even more difficult to comprehend is how **** could believe that taking this money would be worth losing three loyal customers, besides all the negative reviews that the three of us will generate. More reviews to follow.*****

  Business Response

  Date: 10/07/2025

  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:10/02/2025

  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.

  After being customers with ****************** for over 2 years, my wife and I closed our account (with 4 lines) and asked to port out those lines. Our request took MULTIPLE HOURS. Even though I signed up for all 4 lines under 1 account and all of the Mint Mobile texts and emails go to my wife for all 4 lines, upon trying to let the numbers Mint Mobile claimed that each of the 4 numbers had a different account number. They said they had no access to the records of our account that we can see online or through their app. They also would not let us port our numbers out without texting all 4 devices with individual PIN codes.Our children were at school and sports during this time. We had already spent 2 hours with Mint Mobile on the phone. They had disconnected the call multiple times and we had to start over from scratch. Even with escalation to a supervisor (who was repeatedly disrespectful), she asked that we call back when all 4 phones were in the same place so they could verify each of the phones on our 1 account that my wife manages and for which she receives all communications.

  Business Response

  Date: 10/07/2025

  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

  Correspondence should go through BBB and not be made directly with me.

  *****

  Business Response

  Date: 10/13/2025

  Hello,
  Based on the latest message, we will not longer contact the customer directly.
  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: 10/18/2025

  I agree with the propriety and content of your message. The matter remains unresolved.

• Initial Complaint

  Date:10/02/2025

  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.

  Ordered an item (And gave payment) on Sept. 19th, guaranteed 3-5 day delivery. Have not received said 165$ item. Have reached out to their support line on 3-4 occasions and they just pretty much give you the middle finger or say (itta coming tomorrow)

  Business Response

  Date: 10/07/2025

  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:10/02/2025

  Type:Customer Service 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 been locked out of my account, that is set up with 2 factor authentication, with Mint Mobile. Mint Mobile is no longer using ***** for an authentication app and I need a code from Mint Mobile to set them up in my ****** Auth app. I have talked to Mint Mobile customer service 5 times now and I still cannot gain access to my account. They tell me that they are sending me an email with a link to recover my account. When I use the link it puts me back in a loop requesting a code from my authentication app. Today when I call for them to walk me through the process, they told me that I have to wait at least an hour to use the link. I explained to them that I received this email at 11:06 AM this morning (10/2/2025) and it has now been one hour and 51 minutes since I received this email. They told me to wait 1 more hour and try it. I have been locked out of my account since Friday, Sept 26, 2025. I also ask if they could close my account and unlock my SIM card so I could sign up with a different carrier but was told no not until I can get access to my account. I asked them if I can just get a code or bar code to set up my ****** Auth app and they told me no not until I can get into my account. I need someone that can speak fluent English that know what they are doing that can help me get into my account.

  Business Response

  Date: 10/07/2025

  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: 10/09/2025

  
  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:10/02/2025

  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 filing this complaint regarding Mint Mobiles refusal to provide a refund. I fully understand and respect their refund policy, but I believe my case qualifies for an exception. My prior order (*********) fell outside the standard timeframe, yet I immediately renewed with a new yearly contract (#MT8702390), showing my continued loyalty as a customer.Despite contacting Mint directly and explaining my situation, my request for a refund was denied. I have acted in good faith, and many companies show flexibility in situations like this, especially when a customer demonstrates long-term commitment. Denying the refund under these circumstances feels unfair and does not reflect good customer service.I am asking ****************** to issue a full refund for order *********, or at minimum provide a credit or adjustment. This resolution would demonstrate ***** commitment to fairness, customer satisfaction, and responsible business practices.

  Business Response

  Date: 10/07/2025

  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:10/01/2025

  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've been a customer of ****************** for past 2.5 months. The network was working as expected at my work location until two and half weeks ago. For the past 2.5 weeks, I have made more than half a dozen calls to customer service to resolve the connectivity issue from my *********** work location: **********************************The network speed is detrimentally slow and it is just 2.5 mpbs with upload speed of 0.04 mpbs. Everytime I call ****, the customer service reset my network connection and of course, call gets dropped, but the issue never gets resolved. It is pathetic. Unfortunately, I have purchased two year plan with Mint Mobile, with buy one and get one option, I have paid over $850 for the worst service.I need my refund back to go to a different provider as **** is not able to fix my problem and not able to provide me an *** for fixing this issue. I paid Mint for the 5g service and no customer service can help me. The last time I spoke to a customer service agent at 3 PM CST on Oct 1st, and lasted for 24 mins and the agent went quiet and refused to hang up or speak. I have the recording of the call for investigation if ********* ONE IS HELPING ME TO get a better service. I need the full refund from **** for their worst and deceptive service and not able to provide what they promised me as a customer.

  Business Response

  Date: 10/07/2025

  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:10/01/2025

  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.

  Since December of 2024 it appears Mint Mobile has charged me for my three month renewal period both as scheduled and then again the following month resulting in duplicate charges. This began at random in the midst of my time as a customer with them and so I did not notice until I was charged this month and anticipate another charge next month. I called this afternoon to their customer service line ************ and was told they did not see the duplicate charges and therefore could not do anything to refund me. Unacceptable and very conserving response as I am rightfully due a refund for the overcharges and aim to prevent them from happening in the future. If that can not be resolved or guaranteed to me I will have to find an alternate provider.

  Business Response

  Date: 10/07/2025

  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: 10/07/2025

  Ive not received any email contact from Mint Mobile and have had no success trying to communicate via the customer service line. In order to provide clear documentation of my bank statements I will need to be in touch via email. Ive already submitted a screenshot of each months charges showing where duplicate charges have been made. If further documentation is needed the company needs to initiate an email thread. The only acceptable and rightful resolution is a full refund of the duplicate charges wrongly made to my account.

  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
  
  

  Customer Answer

  Date: 10/14/2025

  Ive still yet to receive any email correspondence allowing me to provide documentation of the charges on my bank statements. Ive called and spoken to mints customer care with no help, Im on the line again now. This is frustrating and disappointing. 

  Business Response

  Date: 11/10/2025

  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:10/01/2025

  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.

  On August 20, 2025, I activated Mint Mobile and prepaid $54.12 for a 3-month plan (the least available term) through November 18, 2025. During the time I had ************* I experienced very poor phone service, including slow browsing and frequent missed calls. Often calls went straight to voicemail without ringing, which I later learned was due to weak reception.I did not initially realize the issue was with the ****'s network as I had checked Mints coverage map before subscribing, which showed 5G in my area. After repeated complaints from family, friends, and coworkers about missed calls, I began running speed tests on September 21. Tests on multiple days consistently showed extremely slow data, sometimes with almost no upload speed - far below 5G or even 4G as advertised.On September 29, I transferred my number to Visible. Speed tests with the new provider showed significantly faster and more reliable performance, confirming the problem was with Mint.When I called to request my port-out PIN, I also requested a refund for the unused portion of my plan. **************** denied it, citing the ***** refund policy. However, I don't think that window was sufficient in my case, since I am home most of the time and rely heavily on home internet and it took longer to discover the service issue.I paid for 3 months but could only tolerate ************* for just over one month, during which I had little to no usable phone reception. I believe a partial refund of $35 is fair, as I was forced to switch providers due to Mint Mobiles failure to deliver acceptable service for the service period.

  Business Response

  Date: 10/06/2025

  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: 10/06/2025

  
  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 can see the pending refund on my account following the business's message. Once the pending refund settles, I will consider this complaint resolved.
  
  Thank you,
  
  ******* ****