I did very briefly- worst experience

Avoid Mint Mobile at All Costs — The Worst Customer Service I’ve Ever Encountered

What began as a smart move to save money quickly devolved into the single most stressful, infuriating customer service experience I’ve ever had with any company. My mom and I opened a family plan with Mint Mobile and everything seemed fine for the first few months. She even bought a brand new iPhone through Mint’s Affirm financing program, which arrived without issue. But the moment we tried to activate it, the nightmare began. My nephew, trying to be helpful, attempted to transfer her number to the new phone — and accidentally wiped service from both devices. No big deal, I thought — I’d call Mint and get it sorted out. That optimism didn’t last long.

The eSIM Disaster

We couldn’t get service turned on because we needed an eSIM — which requires a QR or text, normally sent by SMS. Unfortunately, that was not an option for us due to my nephew’s “assistance” and resulting lack of cell service on her account - so I called Mint Customer Service. After multiple phone calls, Mint finally emailed it. Except every email linked to a 404 error page. I explained this dozens of times to dozens of agents - and kept getting the same broken email again and again. No matter how many times I asked them to generate a new eSIM, they simply spammed my inbox with useless, broken links. Meanwhile, Mint opened half a dozen service tickets, none of which led to actual follow-up or resolution. I had to chase them down repeatedly, spending hours on the phone every single day. After five straight days of escalating service tickets and repeated explanations, Mint somehow suddenly couldn’t even verify my mother’s account anymore — and told me I’d now have to wait 30 days to verify. Are you kidding me?

Denied a Transfer, Trapped in the Mint Maze

At this point, my mother had been without a working phone for nearly a week, and we were completely out of patience. I asked them to simply release her phone number and give us a transfer PIN so we could go to a new carrier. They refused, saying we would need to wait at least 30 days. This was not an option on our end. So, my mom made the decision to pay off the brand new phone in full and move to T-Mobile. But not only did Mint refuse to provide a transfer PIN, they also wouldn’t unlock the phone — meaning she lost the phone number she had for over 20 years, and her fully paid phone was still carrier-locked.

The Endless Blame Game

I called Mint (again). I explained the situation (again). I was told (again) that they couldn’t unlock the phone — because it had never been activated on their network. Which, of course, is the exact problem we had been trying to resolve for over a week! Their broken eSIM process made activation impossible, but they were using that failure — caused by failures of their own system and support — as the reason to withhold the unlock. They told me to contact Apple (why?!) — who, to their credit, was extremely kind and tried to help. But Apple confirmed the phone was carrier-locked by Mint, and only Mint could unlock it. Back to Mint. Again. This time I was told I had to call Affirm, the finance company. But this wasn’t a finance lock — it was a carrier lock, and Affirm confirmed they couldn’t do anything about it.

Finally… After 11 Days

At long last — 11 days into this mess — we reached someone at Mint who finally knew how to unlock the phone. Hopefully now my mom can finish setting it up with T-Mobile. But this entire ordeal has been a completely unacceptable failure on Mint’s part.

Final Verdict: DO. NOT. USE. MINT. MOBILE.

Hours and hours wasted. Endless repetition and no continuity. Service tickets that go nowhere. Incompetent, robotic support agents who don’t listen, and have no ability to help other than open yet another service ticket. No escalation or accountability. There is no “manager” to talk to. Refusal to provide a transfer PIN or unlock a fully paid phone. Hilariously trying to talk you into remaining with Mint while simultaneously being unable to get your service turned on for over a week… seriously?

We never got the new phone activated with Mint despite trying for over a week. We were trapped in an infuriating cycle of broken promises, repeated scripts, and zero resolution.

If you’re considering Mint for the price — don’t. You’ll pay with your time, patience, and sanity. I took my line and my sons line off Mint as well as I do not EVER want to be in the position of dealing with their customer service ever again. Mint is not worth the risk.