{"id":"mint-mobile","page":"https://escalate.alexgaoth.com/#/c/mint-mobile","html":"https://escalate.alexgaoth.com/c/mint-mobile/","generated":"2026-10-15","company":{"id":"mint-mobile","name":"Mint Mobile","aliases":["mint","mintmobile","mint sim","ka'ena"],"sector":"wireless","parent":"T-Mobile US, Inc.","website":"https://www.mintmobile.com","regulators":["fcc"],"notes":"Online-only prepaid wireless (Mint Mobile, LLC), owned by T-Mobile through Ka'ena Corporation. Plans are paid in advance in 3-, 6- or 12-month blocks. The Plan Terms & Conditions (last updated June 9, 2026) send the Notice of Dispute to Mint Mobile Customer Relations in Albuquerque. Mint does not publish port-out PIN steps on its own help pages; a competitor's help page says the PIN comes from Mint support by chat or phone.","channels":[{"id":"customer-care-phone","type":"phone","label":"Mint Mobile Customer Care","value":"+1-800-683-7392","purposes":["billing_error","cancel_service","refund_request"],"hours":"7 days a week, 5 a.m. to 7 p.m. Pacific","source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer Care short code from a Mint phone","value":"611","source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Mint Mobile chat","value":"https://www.mintmobile.com/chat","purposes":["billing_error","cancel_service","refund_request"],"source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"},{"id":"refund-request-form","type":"web_form","label":"Refund request form (on the Return Policy page)","value":"https://www.mintmobile.com/return-policy/","purposes":["refund_request","cancel_service"],"access":"open","notes":"Needs the order number (starts with MT), name, email, the product to return and the reason. Customer Care reviews the request and emails when it is approved.","source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"Mint Mobile Customer Relations (Notice of Dispute and written notices)","value":"Mint Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","refund_request","cancel_service","poor_service"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"id":"device-unlock-policy","type":"portal","label":"Mint Mobile Device Unlock Policy","value":"https://www.mintmobile.com/mint-mobile-device-unlock-policy/","purposes":["cancel_service"],"source":"https://www.mintmobile.com/mint-mobile-device-unlock-policy/","last_verified":"2026-10-12"},{"id":"registered-agent-phone","type":"phone","label":"Registered agent (Corporation Service Company) - to serve a demand for arbitration","value":"+1-866-403-5272","notes":"Use only to begin arbitration or another legal proceeding, after the 60-day Notice of Dispute period. Puerto Rico customers use Fast Solutions, LLC.","source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone"},{"rung":"written_complaint","channel":"customer-relations-mail","note":"Written dispute with documents within 60 days of the bill or charge; same address for the Notice of Dispute."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"60 days after the Notice of Dispute: AAA consumer arbitration or small claims court."}],"playbooks":[{"issue":"billing_error","summary":"Contact Customer Care, then dispute in writing with documents within 60 days of the charge.","evidence":["order number","account number","mobile number","the charge and its date","what you expected to pay and why"],"steps":[{"do":"Call Customer Care or use chat and ask for the charge to be corrected. Save the chat transcript or the representative's name.","channel":"chat"},{"do":"If that does not fix it, send a written dispute with supporting documents within 60 days after you first receive the bill or charge.","channel":"customer-relations-mail"},{"do":"For a formal claim, send a Notice of Dispute with the account holder name, account number, mobile number, a description, documents, a good-faith damages calculation and the relief you want.","channel":"customer-relations-mail"},{"do":"If Mint does not resolve it, file an FCC complaint. After 60 days from the Notice of Dispute, you may start AAA arbitration or go to small claims court.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"Unless the law provides otherwise, you must notify Mint of any dispute about your bill or charges in writing, with supporting documentation, within sixty (60) days (twenty (20) days for Puerto Rico customers) after you first receive the disputed bill or charge, or you may not pursue a claim in arbitration or in court.","issues":["billing_error"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Except for Puerto Rico customers and unless the law provides otherwise, you must pay disputed charges until the dispute is resolved. Accepting a credit or refund to resolve a disputed charge fully and finally resolves the issue.","issues":["billing_error"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Turn off Auto Renew at least 24 hours before the cycle ends; to keep the number, get a Number Transfer PIN from Mint support before the new carrier ports it.","evidence":["order number","account number","Auto Renew cancellation confirmation","plan end date"],"steps":[{"do":"Cancel Auto Renew on the Mint Mobile website or by calling Customer Care, at least 24 hours before the end of the payment cycle.","channel":"customer-care-phone"},{"do":"To keep your number, ask Mint support by chat or phone for a Number Transfer PIN and give it to the new carrier with your Mint account number. Do not let the Mint plan expire first.","channel":"chat"},{"do":"Within 7 calendar days of activation of a plan bought on mintmobile.com, you can instead cancel for a full refund with the refund request form.","channel":"refund-request-form"}],"facts":[{"kind":"deadline","claim":"You must change or cancel Auto Renew 24 hours before the end of your payment cycle for the change to take effect. You can cancel by calling (800) 683-7392 or in your account preferences on the Mint Mobile website.","issues":["cancel_service"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Except as required by law and the Return Policy, you get no refund of amounts paid for a service plan when you cancel it or Mint terminates, suspends or adjusts it.","issues":["cancel_service","refund_request"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If an account is deactivated for nonpayment it stays suspended for 60 days, then is cancelled and the remaining balance is forfeited; Mint may reassign the number and may be unable to transfer it to another carrier.","issues":["cancel_service"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A device bought in full from Mint is locked for 60 days after activation on the Mint network; a financed device stays locked until the financing is paid off, but at least 60 days. Mint unlocks automatically where technically feasible; otherwise call (800) 683-7392.","issues":["cancel_service"],"source":"https://www.mintmobile.com/mint-mobile-device-unlock-policy/","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Use the refund request form within 7 days - of activation for a plan, of delivery for a phone or SIM. Report damage within 3 business days of delivery.","evidence":["order number (starts with MT)","activation or delivery date","photos for damage claims","Return Authorization Number"],"steps":[{"do":"Fill in the refund request form on the Return Policy page. For a plan, do it within 7 calendar days of activation; you do not need to send the SIM kit back.","channel":"refund-request-form"},{"do":"For a phone, SIM kit or accessory, request the refund within 7 calendar days of delivery. After approval, ship it back within 15 days with the Return Authorization Number on the outside of the package.","channel":"refund-request-form"},{"do":"If the item arrived damaged, choose \"Device received damaged\" in the form within 3 business days of delivery.","channel":"refund-request-form"},{"do":"If the refund is refused, contact Customer Care, then send a written dispute within 60 days.","channel":"customer-relations-mail"}],"facts":[{"kind":"deadline","claim":"For wireless service plans bought on mintmobile.com, refund and cancellation requests can be made for any reason within seven (7) calendar days of activation; the full purchase price and associated taxes and fees are refunded when the refund request form is completed.","issues":["refund_request","cancel_service"],"source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Phones, SIM kits and accessories bought on mintmobile.com can be returned within seven (7) calendar days of the original delivery date and must be shipped back within fifteen (15) days of approval. Claims for damage or delivery discrepancies must be made within three (3) business days of delivery or they are declined.","issues":["refund_request","damaged_item"],"source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"},{"kind":"fee","claim":"A phone that is not in \"Like-New Condition\" (for example used, over 25 minutes of talk time, damaged or locked) may be refused or charged a restocking fee - $70 for a full retail price of $600 or more, $40 for $300-$599, and $20 under $300.","issues":["refund_request"],"source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"},{"kind":"fee","claim":"Return shipping is paid by the customer and shipping and handling fees are non-refundable - a minimum $9.99 up to the shipping amount paid. Refused packages carry a $25.00 handling fee. Refunds are paid within 10 business days, minus shipping and handling.","issues":["refund_request"],"source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Return Policy covers only purchases made directly from mintmobile.com. Purchases from retailers such as Target, Amazon, Costco or Best Buy follow that retailer's return policy.","issues":["refund_request"],"source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"Before arbitration or court, send a written Notice of Dispute to Mint Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380. Neither side may start a proceeding until 60 days after receipt. Arbitration is administered by the AAA under its Consumer Arbitration Rules; either side may choose small claims court.","source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"All service plans, including promotional and trial plans, must be activated within 45 days after purchase or Mint may suspend or terminate them.","source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"}],"tips":[{"kind":"community","text":"To transfer a number away from Mint you need the Mint account number, the billing address and a Number Transfer PIN, which Mint creates on request through support chat or phone. It is not the account security PIN.","issues":["cancel_service"],"source":"https://help.boostmobile.com/docs/number-transfer-mint-mobile","last_verified":"2026-10-12"}],"known_blockers":["Mint is online-only with no stores; refunds go through the web form and returns need a Return Authorization Number emailed after approval.","Mint's own help pages do not publish how to get a Number Transfer PIN; the person must ask support."],"official_domains":["mintmobile.com"]},"playbooks":{"billing_error":{"company":{"id":"mint-mobile","name":"Mint Mobile","sector":"wireless","website":"https://www.mintmobile.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Contact Customer Care, then dispute in writing with documents within 60 days of the charge.","evidence":["order number","account number","mobile number","the charge and its date","what you expected to pay and why"],"steps":[{"do":"Call Customer Care or use chat and ask for the charge to be corrected. Save the chat transcript or the representative's name.","channel":{"id":"chat","type":"chat","label":"Mint Mobile chat","value":"https://www.mintmobile.com/chat","purposes":["billing_error","cancel_service","refund_request"],"source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"}},{"do":"If that does not fix it, send a written dispute with supporting documents within 60 days after you first receive the bill or charge.","channel":{"id":"customer-relations-mail","type":"mail","label":"Mint Mobile Customer Relations (Notice of Dispute and written notices)","value":"Mint Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","refund_request","cancel_service","poor_service"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"}},{"do":"For a formal claim, send a Notice of Dispute with the account holder name, account number, mobile number, a description, documents, a good-faith damages calculation and the relief you want.","channel":{"id":"customer-relations-mail","type":"mail","label":"Mint Mobile Customer Relations (Notice of Dispute and written notices)","value":"Mint Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","refund_request","cancel_service","poor_service"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"}},{"do":"If Mint does not resolve it, file an FCC complaint. After 60 days from the Notice of Dispute, you may start AAA arbitration or go to small claims court.","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}}],"channels":[{"id":"customer-care-phone","type":"phone","label":"Mint Mobile Customer Care","value":"+1-800-683-7392","purposes":["billing_error","cancel_service","refund_request"],"hours":"7 days a week, 5 a.m. to 7 p.m. Pacific","source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer Care short code from a Mint phone","value":"611","source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Mint Mobile chat","value":"https://www.mintmobile.com/chat","purposes":["billing_error","cancel_service","refund_request"],"source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"Mint Mobile Customer Relations (Notice of Dispute and written notices)","value":"Mint Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","refund_request","cancel_service","poor_service"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"id":"registered-agent-phone","type":"phone","label":"Registered agent (Corporation Service Company) - to serve a demand for arbitration","value":"+1-866-403-5272","notes":"Use only to begin arbitration or another legal proceeding, after the 60-day Notice of Dispute period. Puerto Rico customers use Fast Solutions, LLC.","source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Unless the law provides otherwise, you must notify Mint of any dispute about your bill or charges in writing, with supporting documentation, within sixty (60) days (twenty (20) days for Puerto Rico customers) after you first receive the disputed bill or charge, or you may not pursue a claim in arbitration or in court.","issues":["billing_error"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Except for Puerto Rico customers and unless the law provides otherwise, you must pay disputed charges until the dispute is resolved. Accepting a credit or refund to resolve a disputed charge fully and finally resolves the issue.","issues":["billing_error"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration or court, send a written Notice of Dispute to Mint Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380. Neither side may start a proceeding until 60 days after receipt. Arbitration is administered by the AAA under its Consumer Arbitration Rules; either side may choose small claims court.","source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"All service plans, including promotional and trial plans, must be activated within 45 days after purchase or Mint may suspend or terminate them.","source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"Fixed and mobile broadband providers must show a standard \"broadband consumer label\" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Each provider of broadband internet access service must create and display a broadband consumer label for each stand-alone plan it currently offers, prominently displayed, publicly available and easily accessible to consumers, in the format the FCC prescribes.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label must be displayed at each point of sale, which includes the provider's website and any alternate sales channel (provider-owned and third-party retail stores and phone sales), and on websites it must be near the advertised plan. Providers with online account portals must make each customer's label easily accessible there.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label contains critical information about the plan, including pricing, introductory rates, data allowances and performance metrics. Phone sales representatives must cover the monthly price, typical speeds, latency, data allowance, contract term and early termination fees.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"},{"kind":"policy","claim":"Labels must be provided in English and in any other language in which the provider markets its services in the United States.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under the current text, a provider must archive labels for at least two years after a plan stops being sold to new subscribers, and must give an existing customer on that plan the archived label within thirty days of a request. The August 2026 order eliminates the archiving requirement once its amendments to 8.1(a) take effect.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC's August 2026 order (FCC 26-48) will let providers summarize the label orally on phone sales, show passthrough fees as a single \"up to\" amount split into government and third-party charges, use a link or icon instead of the full label at the point of sale and in account portals, and drop the machine-readable spreadsheet and archiving requirements. Its changes to 8.1(a) are delayed until the FCC publishes an effective date; its changes to 8.1(b) took effect September 14, 2026.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"}]},{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Complaints against carriers under section 208 of the Communications Act may be either formal or informal.","issues":["billing_error","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.711","last_verified":"2026-10-12"},{"kind":"process","claim":"An informal complaint must be in writing and should contain the complainant's name, address and telephone number; the name of the carrier; a complete statement of the facts showing that the carrier did or failed to do something in violation of the Communications Act; and the specific relief or satisfaction sought.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.716","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC forwards informal complaints to the carrier for investigation and may set a due date for a written response. The carrier's response goes to the FCC with a copy to the complainant and must say whether the carrier has satisfied the complaint or refuses or is unable to do so.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the informal complaint is not satisfied, the complainant may file a formal complaint (in the form in 47 CFR 1.721) within 6 months from the date of the carrier's response, or from the response due date if the carrier did not respond. A timely formal complaint relates back to the filing date of the informal complaint. If none is filed in time, the informal complaint proceeding is closed.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.718","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Mint Mobile Customer Care","value":"+1-800-683-7392","purposes":["billing_error","cancel_service","refund_request"],"hours":"7 days a week, 5 a.m. to 7 p.m. Pacific","source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Written dispute with documents within 60 days of the bill or charge; same address for the Notice of Dispute.","channel":{"id":"customer-relations-mail","type":"mail","label":"Mint Mobile Customer Relations (Notice of Dispute and written notices)","value":"Mint Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","refund_request","cancel_service","poor_service"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"60 days after the Notice of Dispute: AAA consumer arbitration or small claims court."}],"known_blockers":["Mint is online-only with no stores; refunds go through the web form and returns need a Return Authorization Number emailed after approval.","Mint's own help pages do not publish how to get a Number Transfer PIN; the person must ask support."],"security":{"official_domains":["mintmobile.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.952,"sources":{"primary":20,"reference":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 21 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Online-only prepaid wireless (Mint Mobile, LLC), owned by T-Mobile through Ka'ena Corporation. Plans are paid in advance in 3-, 6- or 12-month blocks. The Plan Terms & Conditions (last updated June 9, 2026) send the Notice of Dispute to Mint Mobile Customer Relations in Albuquerque. Mint does not publish port-out PIN steps on its own help pages; a competitor's help page says the PIN comes from Mint support by chat or phone.","warnings":[]},"cancel_service":{"company":{"id":"mint-mobile","name":"Mint Mobile","sector":"wireless","website":"https://www.mintmobile.com","account_url":null},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Turn off Auto Renew at least 24 hours before the cycle ends; to keep the number, get a Number Transfer PIN from Mint support before the new carrier ports it.","evidence":["order number","account number","Auto Renew cancellation confirmation","plan end date"],"steps":[{"do":"Cancel Auto Renew on the Mint Mobile website or by calling Customer Care, at least 24 hours before the end of the payment cycle.","channel":{"id":"customer-care-phone","type":"phone","label":"Mint Mobile Customer Care","value":"+1-800-683-7392","purposes":["billing_error","cancel_service","refund_request"],"hours":"7 days a week, 5 a.m. to 7 p.m. Pacific","source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"}},{"do":"To keep your number, ask Mint support by chat or phone for a Number Transfer PIN and give it to the new carrier with your Mint account number. Do not let the Mint plan expire first.","channel":{"id":"chat","type":"chat","label":"Mint Mobile chat","value":"https://www.mintmobile.com/chat","purposes":["billing_error","cancel_service","refund_request"],"source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"}},{"do":"Within 7 calendar days of activation of a plan bought on mintmobile.com, you can instead cancel for a full refund with the refund request form.","channel":{"id":"refund-request-form","type":"web_form","label":"Refund request form (on the Return Policy page)","value":"https://www.mintmobile.com/return-policy/","purposes":["refund_request","cancel_service"],"access":"open","notes":"Needs the order number (starts with MT), name, email, the product to return and the reason. Customer Care reviews the request and emails when it is approved.","source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-care-phone","type":"phone","label":"Mint Mobile Customer Care","value":"+1-800-683-7392","purposes":["billing_error","cancel_service","refund_request"],"hours":"7 days a week, 5 a.m. to 7 p.m. Pacific","source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer Care short code from a Mint phone","value":"611","source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Mint Mobile chat","value":"https://www.mintmobile.com/chat","purposes":["billing_error","cancel_service","refund_request"],"source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"},{"id":"refund-request-form","type":"web_form","label":"Refund request form (on the Return Policy page)","value":"https://www.mintmobile.com/return-policy/","purposes":["refund_request","cancel_service"],"access":"open","notes":"Needs the order number (starts with MT), name, email, the product to return and the reason. Customer Care reviews the request and emails when it is approved.","source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"Mint Mobile Customer Relations (Notice of Dispute and written notices)","value":"Mint Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","refund_request","cancel_service","poor_service"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"id":"device-unlock-policy","type":"portal","label":"Mint Mobile Device Unlock Policy","value":"https://www.mintmobile.com/mint-mobile-device-unlock-policy/","purposes":["cancel_service"],"source":"https://www.mintmobile.com/mint-mobile-device-unlock-policy/","last_verified":"2026-10-12"},{"id":"registered-agent-phone","type":"phone","label":"Registered agent (Corporation Service Company) - to serve a demand for arbitration","value":"+1-866-403-5272","notes":"Use only to begin arbitration or another legal proceeding, after the 60-day Notice of Dispute period. Puerto Rico customers use Fast Solutions, LLC.","source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"You must change or cancel Auto Renew 24 hours before the end of your payment cycle for the change to take effect. You can cancel by calling (800) 683-7392 or in your account preferences on the Mint Mobile website.","issues":["cancel_service"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Except as required by law and the Return Policy, you get no refund of amounts paid for a service plan when you cancel it or Mint terminates, suspends or adjusts it.","issues":["cancel_service","refund_request"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If an account is deactivated for nonpayment it stays suspended for 60 days, then is cancelled and the remaining balance is forfeited; Mint may reassign the number and may be unable to transfer it to another carrier.","issues":["cancel_service"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A device bought in full from Mint is locked for 60 days after activation on the Mint network; a financed device stays locked until the financing is paid off, but at least 60 days. Mint unlocks automatically where technically feasible; otherwise call (800) 683-7392.","issues":["cancel_service"],"source":"https://www.mintmobile.com/mint-mobile-device-unlock-policy/","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration or court, send a written Notice of Dispute to Mint Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380. Neither side may start a proceeding until 60 days after receipt. Arbitration is administered by the AAA under its Consumer Arbitration Rules; either side may choose small claims court.","source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"All service plans, including promotional and trial plans, must be activated within 45 days after purchase or Mint may suspend or terminate them.","source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[{"kind":"community","text":"To transfer a number away from Mint you need the Mint account number, the billing address and a Number Transfer PIN, which Mint creates on request through support chat or phone. It is not the account security PIN.","issues":["cancel_service"],"source":"https://help.boostmobile.com/docs/number-transfer-mint-mobile","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Mint Mobile Customer Care","value":"+1-800-683-7392","purposes":["billing_error","cancel_service","refund_request"],"hours":"7 days a week, 5 a.m. to 7 p.m. Pacific","source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Written dispute with documents within 60 days of the bill or charge; same address for the Notice of Dispute.","channel":{"id":"customer-relations-mail","type":"mail","label":"Mint Mobile Customer Relations (Notice of Dispute and written notices)","value":"Mint Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","refund_request","cancel_service","poor_service"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"60 days after the Notice of Dispute: AAA consumer arbitration or small claims court."}],"known_blockers":["Mint is online-only with no stores; refunds go through the web form and returns need a Return Authorization Number emailed after approval.","Mint's own help pages do not publish how to get a Number Transfer PIN; the person must ask support."],"security":{"official_domains":["mintmobile.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.952,"sources":{"primary":20,"reference":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 21 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Online-only prepaid wireless (Mint Mobile, LLC), owned by T-Mobile through Ka'ena Corporation. Plans are paid in advance in 3-, 6- or 12-month blocks. The Plan Terms & Conditions (last updated June 9, 2026) send the Notice of Dispute to Mint Mobile Customer Relations in Albuquerque. Mint does not publish port-out PIN steps on its own help pages; a competitor's help page says the PIN comes from Mint support by chat or phone.","warnings":[]},"refund_request":{"company":{"id":"mint-mobile","name":"Mint Mobile","sector":"wireless","website":"https://www.mintmobile.com","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Use the refund request form within 7 days - of activation for a plan, of delivery for a phone or SIM. Report damage within 3 business days of delivery.","evidence":["order number (starts with MT)","activation or delivery date","photos for damage claims","Return Authorization Number"],"steps":[{"do":"Fill in the refund request form on the Return Policy page. For a plan, do it within 7 calendar days of activation; you do not need to send the SIM kit back.","channel":{"id":"refund-request-form","type":"web_form","label":"Refund request form (on the Return Policy page)","value":"https://www.mintmobile.com/return-policy/","purposes":["refund_request","cancel_service"],"access":"open","notes":"Needs the order number (starts with MT), name, email, the product to return and the reason. Customer Care reviews the request and emails when it is approved.","source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"}},{"do":"For a phone, SIM kit or accessory, request the refund within 7 calendar days of delivery. After approval, ship it back within 15 days with the Return Authorization Number on the outside of the package.","channel":{"id":"refund-request-form","type":"web_form","label":"Refund request form (on the Return Policy page)","value":"https://www.mintmobile.com/return-policy/","purposes":["refund_request","cancel_service"],"access":"open","notes":"Needs the order number (starts with MT), name, email, the product to return and the reason. Customer Care reviews the request and emails when it is approved.","source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"}},{"do":"If the item arrived damaged, choose \"Device received damaged\" in the form within 3 business days of delivery.","channel":{"id":"refund-request-form","type":"web_form","label":"Refund request form (on the Return Policy page)","value":"https://www.mintmobile.com/return-policy/","purposes":["refund_request","cancel_service"],"access":"open","notes":"Needs the order number (starts with MT), name, email, the product to return and the reason. Customer Care reviews the request and emails when it is approved.","source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"}},{"do":"If the refund is refused, contact Customer Care, then send a written dispute within 60 days.","channel":{"id":"customer-relations-mail","type":"mail","label":"Mint Mobile Customer Relations (Notice of Dispute and written notices)","value":"Mint Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","refund_request","cancel_service","poor_service"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-care-phone","type":"phone","label":"Mint Mobile Customer Care","value":"+1-800-683-7392","purposes":["billing_error","cancel_service","refund_request"],"hours":"7 days a week, 5 a.m. to 7 p.m. Pacific","source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer Care short code from a Mint phone","value":"611","source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Mint Mobile chat","value":"https://www.mintmobile.com/chat","purposes":["billing_error","cancel_service","refund_request"],"source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"},{"id":"refund-request-form","type":"web_form","label":"Refund request form (on the Return Policy page)","value":"https://www.mintmobile.com/return-policy/","purposes":["refund_request","cancel_service"],"access":"open","notes":"Needs the order number (starts with MT), name, email, the product to return and the reason. Customer Care reviews the request and emails when it is approved.","source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"Mint Mobile Customer Relations (Notice of Dispute and written notices)","value":"Mint Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","refund_request","cancel_service","poor_service"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"id":"registered-agent-phone","type":"phone","label":"Registered agent (Corporation Service Company) - to serve a demand for arbitration","value":"+1-866-403-5272","notes":"Use only to begin arbitration or another legal proceeding, after the 60-day Notice of Dispute period. Puerto Rico customers use Fast Solutions, LLC.","source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"For wireless service plans bought on mintmobile.com, refund and cancellation requests can be made for any reason within seven (7) calendar days of activation; the full purchase price and associated taxes and fees are refunded when the refund request form is completed.","issues":["refund_request","cancel_service"],"source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Phones, SIM kits and accessories bought on mintmobile.com can be returned within seven (7) calendar days of the original delivery date and must be shipped back within fifteen (15) days of approval. Claims for damage or delivery discrepancies must be made within three (3) business days of delivery or they are declined.","issues":["refund_request","damaged_item"],"source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"},{"kind":"fee","claim":"A phone that is not in \"Like-New Condition\" (for example used, over 25 minutes of talk time, damaged or locked) may be refused or charged a restocking fee - $70 for a full retail price of $600 or more, $40 for $300-$599, and $20 under $300.","issues":["refund_request"],"source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"},{"kind":"fee","claim":"Return shipping is paid by the customer and shipping and handling fees are non-refundable - a minimum $9.99 up to the shipping amount paid. Refused packages carry a $25.00 handling fee. Refunds are paid within 10 business days, minus shipping and handling.","issues":["refund_request"],"source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Return Policy covers only purchases made directly from mintmobile.com. Purchases from retailers such as Target, Amazon, Costco or Best Buy follow that retailer's return policy.","issues":["refund_request"],"source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration or court, send a written Notice of Dispute to Mint Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380. Neither side may start a proceeding until 60 days after receipt. Arbitration is administered by the AAA under its Consumer Arbitration Rules; either side may choose small claims court.","source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"All service plans, including promotional and trial plans, must be activated within 45 days after purchase or Mint may suspend or terminate them.","source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Mint Mobile Customer Care","value":"+1-800-683-7392","purposes":["billing_error","cancel_service","refund_request"],"hours":"7 days a week, 5 a.m. to 7 p.m. Pacific","source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Written dispute with documents within 60 days of the bill or charge; same address for the Notice of Dispute.","channel":{"id":"customer-relations-mail","type":"mail","label":"Mint Mobile Customer Relations (Notice of Dispute and written notices)","value":"Mint Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","refund_request","cancel_service","poor_service"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"60 days after the Notice of Dispute: AAA consumer arbitration or small claims court."}],"known_blockers":["Mint is online-only with no stores; refunds go through the web form and returns need a Return Authorization Number emailed after approval.","Mint's own help pages do not publish how to get a Number Transfer PIN; the person must ask support."],"security":{"official_domains":["mintmobile.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.952,"sources":{"primary":20,"reference":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 21 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Online-only prepaid wireless (Mint Mobile, LLC), owned by T-Mobile through Ka'ena Corporation. Plans are paid in advance in 3-, 6- or 12-month blocks. The Plan Terms & Conditions (last updated June 9, 2026) send the Notice of Dispute to Mint Mobile Customer Relations in Albuquerque. Mint does not publish port-out PIN steps on its own help pages; a competitor's help page says the PIN comes from Mint support by chat or phone.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Mint Mobile Customer Care","value":"+1-800-683-7392","purposes":["billing_error","cancel_service","refund_request"],"hours":"7 days a week, 5 a.m. to 7 p.m. Pacific","source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Written dispute with documents within 60 days of the bill or charge; same address for the Notice of Dispute.","channel":{"id":"customer-relations-mail","type":"mail","label":"Mint Mobile Customer Relations (Notice of Dispute and written notices)","value":"Mint Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","refund_request","cancel_service","poor_service"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"60 days after the Notice of Dispute: AAA consumer arbitration or small claims court."}],"security":{"official_domains":["mintmobile.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.952,"sources":{"primary":20,"reference":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 21 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"wireless","title":"Wireless carriers — how complaints work","last_verified":"2026-10-12","file":"guides/wireless.md","page":"https://escalate.alexgaoth.com/#/guides/wireless"}}