Mint Mobile

Aggressive advertising says how cool they are, and how bad and overpriced other providers. And how pathetic the reality is.
First of all, the connection quality is pretty poor, at least in LA.

Sometimes the internet traffic is very slow, even in the populated and central parts of the city.
Second, they just take your money and don't provide a service. I'm referring to adding the data when your monthly amount is used. They literally take your money for additional data right before the monthly renewal and purposefully burn it, leaving you with just the monthly amount. They call it "care for customers that urgently need additional data".

About the rest customers who just spent 20 dollars for nothing, they don't care at all.
Third, their chatbot is extremely stupid and it's forced on you. You have to fight it every time you are trying to reach out for at least an explanation. And when you get through, you better didn't. Because people promise you to take care of everything.

Then they make you wait, then they ask you to reboot a phone. You do that, the session with the support closes, nothing is fixed, you go to the chat again and you have to fight the guard-bot again. After that you get to another agent that also promises to solve everything. And after you explain everything from different angles, you wait and then you start receiving stupid questions about the things you've just explained.

The chat freezes, the session closes - another fight with the guard-bot and only after that another agent (of course after promises to help and resolve everything) finally gets to the point - they just take money and they don't add the burnt data back or refund anything. Basically, taking money and not providing anything is called "scam".

So since they love to rip off a quick buck and take hold of it instead of a long-term relationship - I'm out. I'm changing the provided and they will never receive any money from me again.

On 05/03/2024, I made payment for a 12 month service from 06/01/2024 - 05/31/2025. Upon making the payment, I saw the option of making additional payment for 4 month more service.

I wanted to change my renewal date from spring to fall due to my travel schedule. So I took the opportunity to make a 2nd payment for service from 06/01/2025 - 09/30/2025. Credit card statement shows these two separate payments. I was able to see the service info when I last checked.

Because it is the prepaid plan & I had no issue with Mint Mobile since 2018 so I rarely login my Mint Mobile app. Today 04/30/2025 I received renewal notice via text message. It is very odd as my renewal should be 09/01/2025 or 10/01/2025. I made 3 calls to Mint Mobiles talking to 5 people, 2 of which are from Escalation Team.The information provided to me was Nothing but Lies.

After I refuted each of their lies, I was told that the 2nd payment was for a service upgrade, which I never needed, never agreed, never was made aware of. I feel hopeless &helpless as consumer when Mint Mobile Unilaterally wiped out every record in the app & changed info full of lies. I was not aware of the undergoing merger/acquisition on 05/03/2025. Upon hearing the change of ownership from the news, I didn't think business actually will steal our money by change the data/info in the app to make up the lies.

As of now, it is not about $63.82. It is principle - can American consumers be at ease that we are protected by respective governing laws so big business will not screw us? If they still $64 from me, what if they steal $64 from all of their 4 million customers? That is a $256 million grand theft?

Most people probably won't even notice when they double pay because renewal should be in another 4 months. This is not about $64 or $256 million. As of today 04/30/2025, nothing in the app has the previous information that shows what actually happened. Last when I checked, the prepaid amount was shown in the app.

Now it is all gone! This is grand theft & Mint Mobile is stealing from its customers.This needs to be stop!

& Mint Mobile needs to be held accountable! This is not how Mint Mobile should conduct its business!

My account has been shut down even though I paid for 12 months of service that should be good until August of this year. I called the customer support number (many times) and they asked for my phone number, name, and email.

Then they said they were going to connect me to the fraud department, but I get a message saying I can't make phone calls and through the automated system I'm routed back to customer service and get asked the same questions all over again.

I'm currently overseas and rely on this number I have with Mint to make travel arrangements and payments.

How can I get someone to help me?

Basically a legal scam!

For 4/12/2024 if you read this please come back in a day or 2 as I'm writing this just after midnight and I'll come back to revise this after work. I'm just copying my BBB (they are unaccredited) and FTC complaint which has limits on characters so please understand there is more and I'm willing to elaborate.

I'm posting here till revision in the hope of maybe saving someone (hopefully more) from switching to this nightmare.

8/17/2023 I transferred service to Mint Mobile which

suffered an error during the portover of numbers on their

end. This led to me having approximately 50 interactions

with them spanning around 7 months including hundreds of

hours, and during that, I had no reliable phone service. My

wife on the other had reasonable service while using the

same make and model phone. I received nothing but false

promises, THE ABSOLUTE WORST SERVICE, outright lies

going as far as employees admitting what I was sent in

the writing was a lie (without any acceptance of guilt), the

biggest headache, and a complete lack of responsibility.

I

turned over proof of all of this including statements from 3rd

parties such as Samsung and Geek Squad and they refused

to acknowledge or change the approach to fixing my

phone. I provided so many screenshots (SIMILAR TO

ATTACHED) and they even 7 months later couldn't

communicate the issue from one rep to the next and never

assigned a single POC or anything. They sent it to the back

office many times and I still don't know if I have ever spoken to them (partially because they interchange names like legos). They presented excuses like my phone was locked and continued to do so even after several forms of proof were proven and much much more!

They promised- To investigate Dozens of callbacks They figured out how to fix

my phone after the damage To fix my phone after the

damage To replace my phone after the damage They

offered a refund after they came out and admitted they

were all LIES and more Tuesday 4/9/24 After I paid to get a

new phone and got a new sim card the service was

restored.

Furthermore, they confirmed and sent me a text

stating my refund was already processed ($270) under

special circumstances and that I wouldn't be contacted

again.

4/11/24

They suspended my service despite never telling me, refunded $22.33, and refused to turn it back on. They admitted I was lied to even in that call/Text

NO CALLBACK TONIGHT AGAIN DESPITE BEING PROMISED!

I purchased a Google Pixel 7 Pro bundle from Mint Mobile on 06/24/2023, which included my phone plan for a year. I am considering switching to a new carrier because my phone plan ends on 06/28/2024.

I own the phone and have completely owned it since 06/24/2023, but Mint Mobile seemingly considers it will always be their phone because they have thrown every possible roadblock in front of me to prevent the phone I own from being unlocked. I called their customer service on 06/18/2024 to request my phone be unlocked but on 06/20/2024, I get a phone call and email saying the IMEI numbers I had given them were incorrect and they could not process CRT-154608. I called their customer service again on 06/20/2024 and found out for sure the number sent was wrong and I gave them the correct IMEI numbers for both slots 1 & 2 on my phone, and he repeated them back to me correctly just like the lady did on 06/18/2024 but decided she would enter them incorrectly. The guy on 06/20/2024 assured me the correct numbers had been sent in the updated CRT-154608 but of course at 12:48 PM on 06/21/2024, I get an email once again saying the IMEI numbers aren't correct.

So once again, I had to contact customer service and found out the IMEI numbers on CRT-154608 had not been corrected so I asked to speak with a Manager named Michelle who created a new CRT-155514 to unlock my phone with the correct IMEI numbers, because she repeated them back to me correctly, being the third person at Mint to do so. Michelle said my phone would be unlocked today 06/21/2024 and called me back around 4:30 PM today and said the phone would be unlocked in 2 hours and of course, it wasn't. I called Mint back again at 6:30 PM and spoke to manager Christine who completely contradicted Michelle and said it would take 24 hours. Mint has no intention of unlocking my phone.

There will always be some new reason not to unlock it because I have read the other complaints on here with people experiencing exactly what I have just experienced. DON'T EVER BUY A PHONE FROM MINT MOBILE!!!

They intentionally put you through complete *** to get your phone unlocked so you will never leave their service. Mint is a completely crooked company and what they knowingly put a customer through should be illegal especially after me being with them for a year.

I ordered a phone and a plan on September 6, 2024, and the website states that they shipped it the same day. After multiple attempts to get in touch with them, I finally managed to speak to a salesman. He informed me that the phone should have been shipped within three days. After some research, he told me it hadn't been shipped yet and he contacted the warehouse, only to find out that they were out of stock and might receive inventory in 48 hours. The website still claims that they shipped the order and even provides a tracking number which indicates that the post office hasn't received the phone yet. I should have purchased a phone from a better company, then maybe I would have satisfactory service to comment on.

'UPDATE' On September 15, I called the number given in the reply from Mint and found that there is no category for customer service, only for sales and technical support. I was hung up on twice and am now on hold after talking to a saleswoman, Christine, and being transferred to Mary, whose job title is unknown. Mary informed me that my order is processing. When I asked how much longer it would take, she claimed it was mailed on September 6th - a blatant lie, as I was previously told that it wasn't shipped on that day due to it being out of stock. She deflected the blame onto the Post Office. When I pointed out that the post office never received the phone to ship, she seemed confused and put me back on hold. I was then informed that to prevent further delays, they are going to cancel the order and refund my money. However, when I pointed out that this action would result in additional delays, she became even more confused. I explained that the refund and reorder process would take days, but she still insisted it would be faster. Now I'm waiting to speak to a supervisor, Marcus, to discuss this course of action, and he is reviewing the same details again.

So far, this call has lasted 45 minutes. 'I am recording the call because no one will believe this.' After 53 minutes, I was told that they won't refund my money until I return the phone they never sent. I explained to Marcus that I can't return something they never sent. He assured me that it would be shipped out on September 16th and when I get the phone, I should call back to activate it and perhaps receive some compensation for all the trouble. So far, Mint's customer service has been horrible.