TERRIBLE CUSTOMER SERVICE!
I became a Mint Mobile customer way back in 2022. I had been happy with the price and the cell quality/coverage. So, I referred my sister; she then referred her husband. All was well.
In late Dec 2024, I referred my Mom. Fast forward to April 2025, I went to renew my plan but realized my referral credit was not there.
I called customer service to resolve the situation. The first person looked into the account, saw that my previous referrals were valid. However, their “automated system” says that my Mom did not use the correct referral link that I e-mailed. Not so; I helped her do it myself, which I had also done twice previously. The Service Rep’s response was “Nothing we can (will) do because the correct link wasn’t followed.”
I appealed this response and after 30 minutes of articulating my case (I have already referred 2 people, clearly my intent was to refer my MOM, and records show she is an active customer. I have no control over if the “automated system” correctly counted the referral link or not.) I was then transferred to the “Special Credit Referral Dept.” You know what that means. Yep, I was transferred to the person sitting right next to this Rep. These are scummy scam-like practices!
The next 30 minutes was a verbatim rehash of the previous conversation. I requested an escalation to a supervisor and was DENIED! They absolutely REFUSED to let me speak with anyone other than the Tier 0 entry-level-script-reading-representative. After my response that I brought 3 people over, I can (will) take 4 people away just as easily, we entered the “negotiating” phase. Basically, they cannot (will not) give me the full credit referral amount ($90), but they can give me 4 months “free” ($60) when I renew NEXT YEAR (2026)! Now, I am aware most people would take the deal, after all, something is better than nothing. But I felt compelled to heed the advice of a rather famous businessman who wrote the book on negotiating: “Sometimes it pays to be bold, and even a little wild.”, especially when you know you are being treated unfairly.
I adamantly declined the offer, only willing to accept the FULL referral credit ($90). Again, all the evidence clearly shows my intent to refer my Mom. Why should I be penalized for something completely out of my control, such as a computer glitch that doesn’t communicate the referral link to their system?
Their next offer was to credit me the ($60) THIS year (2025), and then give me 2 months free ($30) NEXT YEAR (2026). The catch, I had to agree to renewing over the phone right then and there. Nope, not tricking me with that one! I expressed my concern with agreeing to the deal, and fully trusting that their “notes” recommending the 2 free months would even be in the system next year. I have had too many experiences with customer service of all varieties, especially cell providers, where my many multitudes of previous calls were mysteriously absent from the system!
My final offer was to credit the full amount for the referral ($90) here and now or I WILL be switching myself and 3 others to alternate services. They are willing to lose 4 customers over refusing to honor a $90 referral credit.
(A weird side note: They were oddly concerned about where I would be switching over to. I was repeatedly asked several questions about which providers I might consider, how long I had been researching alternatives, and other similar questions. I found that very odd. It tells me that this must happen a lot! Also, sometimes I could barely hear the rep because everyone in the background was yelling and shouting over everyone else. This sounds like a “Boiler Room” setup.)
They finally transferred me to a “supervisor” . . . which went straight to voicemail. I described my problem and dissatisfaction and have not gotten a response. This is the opposite of good customer service. I cannot (will not) refer anyone to Mint Mobile. Poor Customer Service is ABSOLUTELY UNACCEPTABLE!
