My Trump Mobile SIM Still Hasn’t Arrived After Two Weeks

Ordering a Trump Mobile SIM card felt more like a covert operation than a simple online purchase. Given the Trump Organization’s track record with data security, I opted to use a virtual credit card number supplied by my bank for the transaction. After completing the payment, a confirmation message appeared: “Thank you for your order of a Physical SIM, we’ll ship next business day via First Class USPS mail, no separate tracking number will be sent.” This lack of tracking information certainly added an element of suspense to the experience. Now, two full weeks later, the SIM has yet to arrive, marking a rather inauspicious beginning to my relationship with the wireless provider. I might have been more frustrated if the customer service representatives hadn’t been exceptionally polite throughout the process.

My travel schedule likely contributed to the extended delay. I placed the order on a Thursday and departed for a brief work trip the following Tuesday, returning home that Thursday. It was somewhat surprising the SIM hadn’t shown up by then, but I decided to wait out the weekend before investigating. By Monday afternoon, I concluded it was time to contact customer support. I called around 5 PM Pacific Time, which should have fallen within their published operating hours of 8 AM to 8 PM Central Time, but the line was already closed for the day.

I successfully reached a representative the next day, who informed me the SIM should have already been delivered. She escalated my case and, although unable to provide a specific timeline for a resolution, she concluded our call with the pleasant farewell, “You have a great day, sweetheart.” While the sentiment was appreciated, the reality was that I had paid $51.99 for a service I couldn’t access, which left me feeling understandably irritated.

Later that same afternoon, an email arrived from care@trumpmobile.com stating my SIM was now being dispatched via two-day FedEx shipping. The message, signed by “Care Team, kh,” continued, “Once you receive it and get your phone activated, please let me know so I can adjust your start date.” The following day, a FedEx notification confirmed the shipment was en route from Liberty Mobile, the MVNO powering Trump Mobile, with an estimated delivery by the end of the week.

Without any prompting on my part, “kh” sent a follow-up email yesterday to confirm the package was arriving soon and to notify me that my payment was being refunded. The instructions were clear: once the SIM card is in my possession, I can log in, activate it, and we will “start from scratch” regarding the billing cycle. This proactive and considerate approach was a welcome change; I didn’t have to demand to speak with a supervisor. The refund was processed that same day, which significantly improved my outlook on the situation.

I should note that I registered for the service using my work email address. It’s unclear if this influenced the customer care I received, and in retrospect, a more anonymous account might have been a wiser choice. My general wariness stems from the company’s diverse portfolio, which includes selling everything from steaks to real estate, raising questions about its data security protocols. I did also email Trump Mobile’s media relations team to inquire about the shipping delay, but this was after “kh” had already arranged the expedited FedEx delivery.

Perhaps it’s naive, but I don’t believe my professional email address, potentially identifying me as part of the so-called “coastal media elite”, had any bearing on my treatment. This level of personalized attention is arguably what MVNOs are supposed to excel at. They don’t handle the immense customer volumes of giants like Verizon or AT&T, so it makes sense that my interactions felt less like shouting into a void and more like having a direct conversation with an actual person. My apologies for assuming your gender, kh. The true test, of course, will begin the moment that SIM card finally lands in my mailbox, which should be happening very soon.

(Source: The Verge)