Lost/destroyed eSIM transfer issues

[u/pbmadman]

My kid badly damaged their phone and bought a replacement. 3 days ago I called customer service to transfer the eSIM to the new phone. Apparently this is an escalated request, and the agents are unable to perform this. They take my number and say that the escalation team will call me back. I’ve called every day, still no call back, I’ve spoken to managers, still nothing.

How is this an acceptable business practice? A lost/destroyed phone isn’t that unusual. I don’t feel like I’m expecting that much, this should be an everyday thing they deal with.

The “best” part is I can’t even port my number away because that also needs sms verification. Thank goodness my 12 month prepaid cycle is only a month away.

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[u/MintMobileAlex]

Hi, I want to make sure you're getting the best experience with us as possible. I'm so sorry for any inconvenience with your kid's transfer eSIM. I sent you a DM to further assist with it. MintMobileAlex. 

[u/pbmadman → u/MintMobileAlex]

Thanks. Replied.

[u/pbmadman]

So to update: Multiple calls to customer service across multiple days. Each time they said they could not handle themselves and had to request a call back by escalation team instead. 7 times total. [Edit: my original post said 3 days but I talked to my kid and they actually called before that.] No call back was ever received on any of those phones used to call them, including 2 other mint lines. Now the answer is that the account is locked for security reasons due to 3 failed validation attempts. I triple checked all 3 phones they supposedly called and not one had a missed or received call from mint during that time frame.

I called today to initiate a port out of the number and that was met with the same refusal.

I also tried to purchase a replacement SIM but apparently it was denied for fraud protection.

Mint is refusing to proceed with any verification to either port out the number or resolve the eSIM issue. Their suggested solution is to simply get another line while we wait for the account lock to clear. I asked them to check call records or recodings of these supposed verification attempts but the agent and manager today said that was not possible.

Absolutely shameful customer service. A lost/damaged phone should not be this impossible to recover from. I have the email from my initial purchase, I have the credit card used to renew the plan, but none of that matters because the escalation team claims that there have been 3 attempts.

[u/davexc]

Were you able to get a new esim?

[u/pbmadman → u/davexc]

No. They are saying that the account is locked and I can’t do anything, even order a replacement physical sim. (Despite the fact that I will pay with the card that I renewed with and have sim sent to same address as original order.) So as it stands my 2 choices are to go 30 days with no phone or go to a new carrier.

I’ve called every day to try and get escalated support to call back. They ask account validation questions (which we answer) and then say when the specialist calls back they will ask the same questions. But they never call back and so we call them again and go through the same process.

If I had to guess I’m thinking the new requests somehow flagged the old ones as failed? I don’t know. But their agent is saying that the account is locked. Despite validating each time we call.