Mint Mobile
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Used to be excellent, but now they are shady
I have been with Mint Mobile for over 5 years with 2 lines, and so far we have been OK. However, they recently made changes to their customer service provision where everything is outsourced to India. Email contact is no longer enabled, so the only way to contact them is via phone (long holds, people are hard to understand and ill-trained), or via chat. I was in a chat today for over 3 hours. 5 people "accidentally" disconnected me due to "inactivity" on my end. It has been an absolute nightmare to solve the issue of my child's stolen iPhone. Mint activated a SIM that I still had, but it is only a 7-day trial. We requested a replacement SIM for the stolen one as we have prepaid plans and still have 102 service days on the plan that was stolen with the iPhone. Allegedly, a replacement SIM was mailed out on Sunday and should have gotten here within 2-3 business days. So far nothing. CS reps say a card was sent, another one said it was not. No order number, and they keep on asking me for the tracking number. How am I supposed to have a tracking number? I never got anything via email or over the phone. Now the 7-day trial is running out of time (tomorrow), and is already out of text messages. Monday evening, a CS rep stated that he would add more text messages to the SIM. another lie. No text messaging possible. I requested a physical address, so I can send a letter via snail mail and inform the corporate office about what's going on. Allegedly, Mint does not have a physical office in the U.S. Hmmm. And now I am trying to get my customer number and PIN for the two of us via phone, and I have been on hold for exactly 14:35 minutes right now. It is 6:24 p.m. I bet you they are having me on hold until 7:00 p.m. when they are officially closed for the day. Terrible company now. It used to be fine, but no more. 12/12/2024 update: Since I don't trust anymore what the Mint CS reps over in India or wherever they may be say or put in their chat, I followed up this morning to see if the requested SIM card (initially requested on 12/7, promised to arrive no later than 12/10 or 12/11) indeed had shipped overnight as requested last night. And what do you know... nope. Order number was incomplete, so nothing moved along. I was on the phone for another 25 minutes with yet another CS rep who issued me the correct (hopefully) order number and said something about putting a note on my account to ship the SIM as soon as possible. Oh no.... I told him to put in to ship IMMEDIATELY and to request overnight shipment. And instead "I will add that note" and then never do it after disconnecting the call, I told him I would hold so he could put that note on the account right now, right this minute. I received an email a couple hours later that the SIM has shipped, but no tracking number. Also no clue how it shipped. For all I know, it can be another week for it to arrive. tracking[at]mintmobile.com also is not a valid email address, so there is no way to confirm any shipment or the speed thereof. CS reps at Mint tell customers to wait for the tracking number and THEN after the fact to call to request faster shipping. That is absolute B.S. The shipping speed will be entered first and then a tracking number is issued. So asking customers to call after the tracking number was issued, is just mocking them and stringing them along. I absolutely HATE when companies play those shady games with their customers. Maybe it's time to bring back customer service to the country in which the customers actually reside. And for the record, Mint sent a canned reply to my review, and they ask me to call or chat to resolve the issues. Isn't that too funny? Can't make this stuff up. So much ignorance...