Mint Mobile

I wish I could say it was a great experience, but I cannot! I changed to Mint Mobil just shy of 2 mos ago, and I have had more issues than not. The phone not working - people saying they can't call me and often I cannot call out, dropped calls while ringing or midcoversation, times when it says the SIM card isn't working or I can only make emergency calls. I and my son have spent hours (about 8 over the last 7+ weeks on the phone or on their CHAT trying to resolve the issue, all to no avail. The agents seem nice enough but I am left wondering if they know what they are talking about. I was told the issue is that the phone is not fully unlocked, Verizon says it is, I was told there were tower issues hence no service or dropped calls (but others in my home are not having an issue and they are using the same tower), they told my son to call Samsung to have the VPN disabled, we found out though Verizon that the VPN was not even on), and Samsung when we call would not even approach the issue they said to call the carrier (the new, old or both). I just changed to another carrier during my mid-3 month $45 service with Mint. The new carrier had no issues setting me up, and I have been able to make calls without issue since the change, I even have move bars with the new carrier (again the same and only tower in the area) than I ever had with Mint (not sure why). My only issue is the new carrier had to give me a temporary number to use for a few days until they could get my old number back. They gave me the temporary number because I am disabled and I cannot be without a phone. This was kind of them and helpful. The experience date reflects the date of changing carriers and not all the dates of asking for help and working with Mint to resolve the issues with the phone not working correctly.

Worst customer service I've ever received.

I purchased a phone and paid for a line for 1 year. When it came time for me to activate my line, they were not able to transfer my old number to my new line.

I asked for a new number but they were not able to provide me with a number with my area code. I didn't want that so I asked for a refund. They are now denying my refund since I purchased the line a month ago even though I didn't activate it.

I have been on a call with for 12 hours straight.

The first person I talked to (Wang #*******) told me "you can't use your line" and proceeded to try to connect me with a manager. I waited an hour for the manager but never got to him. He told me that the manager will call me in 5 minutes and hung up but I never received a call.

I re-called and the second person could barely understand english. The phone cut out...she said she will call me but never did.

Third person tried helping me but ended up needing a manger (was with him for 2.5 hrs) but it was the end of the day and they told me that the manager will call me back tomorrow. No one called me in the morning!

I re-called in the morning and talked to a manager for 3 hours. She was not able to help me out and told me that she processed the refund.

2 hours later I get an email that my refund is denied, I re-call again and have to wait 1hr to talk to the manager. Manager took another hour to troubleshoot and said they can't help me. They have to start an investigation which will lead to a decision about me getting my refund.

Still have not received a re-fund.

I would not advise anyone to use their services. Customer service is terrible, hold times take hours and most of the agents don't know how to speak english.

After doing free trial with a Mint SIM card I found reception was pretty good except at my house. This was no surprise because I live in a valley. Nothing works good there. Using my old phone I was able to use wifi calling. We've had no real issues with actual network itself and with any plan costs.
About a month ago I decided I was tired of using a phone which had a very cracked screen. In a chat with Mint they advised that the phone I wanted would have wifi calling. I ordered it on the website for $200, financing it with Affirm. I got a shipment notice and tracking number the next day. A few days later the phone had not arrived. Tracking still showed it to be in the same state where it was shipped from.
Here is where the misery begins. I am not saying that Mint Mobile lost the phone...the USPS did that. And the USPS is really to blame for that aspect of it. But Mint seemed to have no clue what to do. Contacting USPS and reporting a missing package seemed like an alien thing for them to do. After many chats, phone calls and messaging they still seemed confused. I then got a return label from them to ship back a phone I never got. More chats, messaging and calling. I kept requesting them to file the lost package claim to collect payment loss from the USPS and re-send me a phone. Nope. Upon more research, I learned they do not insure what they ship out. This limits what the USPS will pay for a lost package. Also, Mint wanted ME to file the lost package claim. This meant that the max I could get back was $100, leaving me still with $100 of debt for a phone that vanished. Days go by. More messaging and chats. Another return label sent. More chats and messages. The USPS did pay me $100 but denied my appeal for more since there was no insurance. Mint DID put $45 in the "My Wallet" part of my account, but it can only be used to buy more data. A MONTH later I got a notice from Affirm that my balance was zero. I am thankful that someone, somewhere at Mint did something...and it was more than I had asked. However, it did not happen from apart constant, non-stop contacts with Mint customer (non)support.
Update: Researching more, Mint Mobile is now owned by T-Mobile. This does create a customer service issue since Mint cannot do anything T-Mobile will not let it do, or anything that is not already in the system, so this no doubt causes some confusion on the customer service end of Mint.

UPDATE: I bought a new Samsung phone through Mint when I signed up for their 1 year service. Now the phone isn't working... the connection that charges the phone is defective and as of this very hour it has stopped charging altogether, plus I have very spotty connection with my wifi making the phone totally useless. I know that the reviews say that they are great company, and treat their customers well, but Mint is a defective company in every way.

Interesting... I just read a review on Trustpilot that is almost identical to mine. I got into Mint because it was a good deal at $15 a month. I'm unemployed so I could make this deal work, plus after I checked their site Mint was supposed to have service in MY town.
The first problem I had was there was no service here in my town it took over an hour for them to fix it. I started to get cold feet but they wouldn't take no for an answer and set up my service so that it went through Bend, Oregon in order to keep me as a client. Well, It worked I even had service and just like the review I just read on Trustpilot everything was good so I got a years worth of service... within a month I started to have problems I can't text, there is no internet connection, I can't download apps whether I use my Wifi or I go through the data on my phone. I contacted Mint so that I could get a partial refund but no I had seven days to cancel so I paid a years worth for nothing. I'm going to see if PayPal will help me but I doubt there is a lot they can do. IDK how they have three stars because the customer service is just the word 'no,' I swear since COVID there is no such thing as customer service. My mom has Tracfone as her provider, pays $7 a month, the phone she has is ancient but you know she has service, she can play videos, text, and get on the internet. So who's the smart one in this scenario I guess it would be my mom.

I have had a headache for 2 days dealing with Mintmobile! They couldn't get my phone activated, customer service is awful! Run from this company!

Decent call and signal strength as they are based on the T-Mobile network. They dropped the ball when it came time to renew my plan. I prepaid 4 days in advance & confirmed that they received payment in my Mint Mobile user account. Four days later, my plan did not renew as stated. You cannot actually speak with a customer service representative, so I opened the first of three chat sessions. Chat #1: Agent told me the plan would refresh at a specific time (Pacific time) later that day (20 minute session). Chat #2: After that specific time lapsed, an agent told me he would attempt to refresh the plan manually. That failed, so he escalated to an upper level technician. That also failed, so the tech tried again, and that also failed. Per the agent, he escalated the manual refresh higher up. On the third try, they deactivated my cell service & my user account indicated my plan had expired. The agent told me my payment was rejected due to a charge back by my credit card company. I asked to speak with a supervisor, but no one was available, so I gave up (70 minute session, numerous hold times). The next morning, I checked my credit card transaction log to confirm the Mint Mobile charge posted the day after I submitted payment. Chat #3: I asked to speak with a supervisor to contest their explanation, but a supervisor was steadfast it was an error on my side when I confirmed it was definitely their problem. The supervisor told me they would work with me only if I submitted written proof from my credit card company that they made no charge back (60 minute session, lengthy wait time, left me hanging with no cell service). I called my credit card company, their CSR verified they did not issue a charge back & I opened a dispute to get my 12-month charge refunded. I have a transaction history from both sides, so I will win the dispute, but I lost cell service for at least several days, they lost a customer for life, and I will be moving to a more reliable wireless carrier. Mint Mobile customer service is absolutely awful, does not recognize their mistakes & will make you work to get a refund for service not provided. AVOID MINT MOBILE LIKE THE PLAGUE OR MONKEYPOX OR YOUR WORST NIGHTMARE.

Got off work tonight at 5:30. Called Mint within a couple of mins. Spoke to a Paul, for a credit for months of Jul/Aug/Sept on 55+ plan. Said he could see a ticket from July to do this, but it didn't get done. Today's date is 10/5/23. He was creating a new ticket, going to give me Ticket #. Dropped the call. I called again-got an Angel. She dropped the call. Called a 3rd time, got an Edie--she said she saw my ticket from July, and that it was closed. Said wrong dept-would transfer me--did so, and then I am hearing hold info for Apple! Talked to that agent, told him I was on the line with Mint, and rep transferred (somehow) to Apple! (And no--I don't have Apple's phone # on my phone--as I have an Android). Hung up. Called a 4th time, got Rose--she said, don't worry, I won't drop the line. Then found out I was wanting credit on 55+account. "I need to transfer you to 55+line". She transferred me to an Alex. After talking, I found out she was in Sales! She then transferred me to an "L", which after more talk, said he was a Mint Advisor. He finally WARM transferred me to Leah (the 7th rep), a few minutes under 2 hours (repeat! 2 hours) of time. She at least didn't drop me, and seemed to want to help me & (big AND) was finally from the correct department (55+!). I am completely serious about this. I don't lie or embellish things. I hate when people do do that. I can't believe I wasted this much of my evening. I was getting so frustrated and po'ed. The worst customer service in history?! I am a cust svc rep myself and we are not allowed to give this kind of service! I can only credit my calling back and staying on the line (finally) to my shear tenacity, perseverance and stupidity (obviously). 8:19 pm: Just hung up line with Leah (found out--again, with Leah--that she is regular customer svc also-but a slightly different area (?). She at least did a ticket & gave me the number-no promises to get our money back though. After all of this, I still have to call *******538 to actually get on the 55+ plan. Apparently, even though the July rep (when this started) changed my plan--which appears to be correct on my account--it is still not an "official" 55+ plan. I would have no way of knowing this! So, due to this: my history does not show history of us being on the 55+ plan for July/Aug/Sept--so may not get approved for getting our credit back! Omg! What a waste of time, and so freaking frustrating!

I accidently broke my phone so I went to purchase a new phone and plan through mint mobiles website on 7/18/2023. Go to the website and place a plan with the phone in the cart. As I go to check out I click the place order button and the webpage pauses slightly refreshes and does not appear to have gone through. Naturally I hit it again and this time it works. The following morning I wake up and see two separate orders from mint mobile in my account for the same amount *images attached as proof*. No big deal, mint mobile has a 7 day return policy so i called their live customer service agent and they said they would handle it no problem. A few hours went by and I did not see any email regarding this refund process being started which I thought was kinda weird in my experience with online retailers. I went to their website and spoke with their fox chat agent and they advised me it would take 24-48 hours for the ticket to go through the system. Alright no big deal I wait 48 hours still no response that any sort of refund attempt has been started. I then call their customer service again explaining the issue. The customer service rep puts down the phone 2-3 times for 4 minute intervals which is not a great sign. They finally came back saying that the refund request was submitted but it would be another 8 hours for me to have some sort of confirmation via email that it was being handled. Now I understand slow ticket times and company policy. I understand mistakes happen and I take accountability for my part. But as a new customer with an online retailer when you have taken a decent amount of money you expect me to wait days for some sort of confirmation that you're working on it with nothing more than a word to mouth? Especially with a time sensitive 7 day refund policy? Due to my frustration I told the rep I would cancel both my orders and would like to go with another provider. Side note I felt really bad for the last customer service rep I spoke with because she genuinely did seem empathetic to the situation.

*I have contacted my bank, paypal and the BBB**

*update**

A few hours after the final phone call I did finally receive a response from someone on their time letting me know it's being handled but it took way too much effort just for that.

TLDR Mint mobile looks amazing from a price standpoint but my customer service experience was so miserable I went elsewhere.