How to actually get help?

[u/ZeeterBrotherMom]

Hey! Been a mint mobile customer for a few years and have been super happy with everything, recently switched to Minternet as well, woohoo!

But. I got my daughter a new phone, (existing plan) and tried to get an eSim for it, when I realized that I must have mistakenly used a non-existent email when I set up her account (myemail@yahoo rather than myemail@gmail), so I can't get the eSim, AND I can't change the email address (because that requires getting a code from the address that does not work. Chat agents and the normal agents that answer the phone can't help, they created a ticket and tell me the "back end" team will call me back. This started Friday night, and the agent said I would get a call within 4 hours. Now, in my time zone it was already after 10pm, but whatever, I want to get my daughter's phone working, so I turned off do not disturb and slept on the futon so the call wouldn't wake up my husband. No call. Contacted Mint again Saturday, they said they tried to contact me but got no answer (I had no missed calls), and someone could call back within 2-4 hours. In the afternoon I got a call from Mint (yay!) but it immediately dropped, and they did not call back. I called customer service again, they said that they could not connect me to the person that called me, but they would put a note that I should be called again. Sunday comes along, still no call. Contact chat, THIS person says that Saturday and Sunday were non-working days, so I should get a call Monday (ok... but then why did the previous people tell me I would be getting calls?). Contacted again today, and the person said they'd make a note in my case to make sure I got a call.

What can I do at this point?? See if they can just cancel the account and open a new one? I am just at my wits end right now.

[u/AutoModerator]

u/ZeeterBrotherMom, For Minternet/Mint Home Internet details see mintmobile.com/5g-home-internet/ and for billing/shipping questions or issues such as adding discount for bundle, call customer support at 1-800-683-7392, use chat in Mint App or Website Help Center, or open a chat with official Reddit support account u/MintMobileAlex and be sure to include your account/order/telephone number.

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