Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,958 total complaints in the last 3 years.
1,504 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/08/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Made a $12.62 payment to Boost Mobile for wireless service on November 30, 2024. The service failed to activate with either an electronic or physical sim card making it inaccessible for me to use. I contacted Boost Mobile by phone requesting a refund of the initial payment and cancelation of the service in accordance with is 30 day money back guarantee. The person handling the call refused to do so. I am requesting the Boost Mobile resolve this dispute with the BBB by issuing a refund of the $12.62 in accordance with its guarantee to the card from which it was debit. I am also requesting the company not contact me by any means going forward.
Business Response
Date: 01/03/2025
December 30, 2024

Mr. Private Party
***************************
*********************;

Re:          BBB Complaint #********
                ************** -2024-12-26935

Dear Mr. **************** December 9, 2024, we received your complaint, dated December 8, 2024, filed with the Better Business Bureau.

You requested a $12.62 refund because you were not able to use the service. You mentioned that when speaking with a customer care representative, your refund request was refused despite being within the 30-day money-back guarantee period. You requested no further contact.

As a courtesy, I issued a $12.62 refund to your card on file. Please allow 7-10 business days for processing.

We apologize for any inconvenience this may have caused.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

********* ********-***
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           ****** / ******* Better Business Bureau
                **********************************************
                ******,CO 80210

              ***** *****
Customer Answer
Date: 01/06/2025

Complaint: 22657160

I am rejecting this response because: On December 31st Boost Mobile charged my card $25.26 after issuing the refund of $12.62. see Attached email. I have not authorized Boost Mobile to charge my card for $25.26 and requests a refund to that card for this amount and for the company to cease billing my card accounts.

Sincerely,

Private Party
Business Response
Date: 01/21/2025
January 19, 2025

Mr. Private Party
***************************
*********************;

Re:          BBB Complaint #********
                ************** -************

Dear Mr. **************** January 16, 2025, we received your rebuttal,dated January 16, 2025, filed with the Better Business Bureau.

You rejected our response stating that on December 31, 2024, you were charged an additional $25.26 following a refund of $12.62. You requested this new charge be refunded and for Boost Mobile to stop billing you.

Our records confirm that your account was still on autopay, resulting in the $25.26 charge December 31, 2024. I removed autopay from your account and issued a full refund. Please allow 7-13 business days for processing. You should receive no further charges.

We apologize for any inconvenience this may have caused.

Sincerely,

********* ********-***
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           ****** / ******* Better Business Bureau
                **************************************
                ******,CO 80210

              ***** *****
Initial Complaint
Date:12/07/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
2 days ago I received an email from Boost Mobile saying that they sent me a gift card to pay for 90% of my ******** my phone could get cut back ***** didn't have been $***** I paid the remaining five dollar balance and it said my phone was gonna be cut back on l. It wasn't so I contacted boost mobile to tell them that I didn't receive my phone back on Then they told me That I owed them one hundred and twenty nine dollars It never said that I owed it when I paid on their ********** I asked if I could speak to a supervisor was put on with some That wasn't a supervisor saying that the credit would Wasn't enough to cover the bill.I told them that That nineties percent of the made since for 35. I was told that it wasn't for that. It was for the total which I'd never seen that total before. They wanted me to pay double. It doesn't make sense. I asked for another person to speak to because I wasn't going to take the egg because in the email. It says, 90%, so take 90% off of the hundredd $29. If it's my bills under $29. So they sent me to another supervisor who told me that they'll take the credit back.But I have to pay $90 and they'll pay a $129.Which still didn't add up so I told them I wasn't going to pay that's when I got he hung up in my face I'm double everytime I pay they literally turn me phone off and charge me again the next week
Business Response
Date: 01/02/2025
January 2, 2025

Ms. Rayana *******
***********************
************************

Re:          BBB Complaint #********
                *************

Dear Ms. ****************** December 9, 2024, we received your complaint, dated December 7, 2024, filed with the Better Business Bureau.

You stated that you received an email saying you would receive a gift card covering 90% of your bill to reactivate your service. You called customer care and you were told there was no such offer and you owed $129.00. You requested a billing adjustment.

We have no record of an offer made to you on the account matching your description. The account is currently suspended due to ************** a courtesy, I made an exception and applied a one-time credit of $60.00. The current balance due to restore service is $86.24.

Sincerely,

***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           ****** /******* Better Business Bureau
                *************************************
                ******,CO 80210

                ***** *****
Initial Complaint
Date:12/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Re: Boost Mobile, ************. My cell phone was hacked 11/30/24. I have made 9 calls (totalling over 10 hours) and gone to the store twice. I have been locked out of my acct. I keep being told that they can't verify my acct due to being less than 24 hrs since last attempt. My last attempt was over *********************************************************** This evening I was told the ONLY way to verify the acct was if they could text a one time code to my phone. My phone doesn't have service due to being hacked. The service for ************ was hacked. I can not make or take any calls or texts. When they look at my acct they are seeing that an IPHONE 15 was added to my acct on 11/30/24 in **********. I do not, nor have I ever, owned an IPHONE and I live in ************. On 11/29/14 when the store associate attempted to help me the person at the company hung up on her. This was after 8 of my calls. In order to access my acct I have to answer questions from the credit bureau. However, someone was able to get into my account, actually twice, obviously without answering these questions. I asked the store associate about this and was told that if someone comes in to change phones all that is asked is the email. But yet i can't get in my account without verification. The second hack was a day or two after the first when we were working with Boost to get this issue resolved. I was told this evening that after 3 months of non payment on this account that the number would be canceled. Meanwhile, for 3 months the "hacker" has access to any texts that are coming in as well as free use of my cell plan.I just want the account canceled. I look forward to hearing from you with a resolution.******** ***** ************-new #and acct.
Business Response
Date: 01/02/2025
December 31, 2024

Ms. ******** *****
*************
***********, ** 17225

Re:          BBB Complaint #********
                ************ - *************

Dear Ms. **************** December 9, 2024, we received your complaint, dated December 7, 2024, filed with the Better Business Bureau.

You said someone accessed your account allowing them to gain access to your personal information and accounts.

Thank you for bringing this to our attention. We are currently looking into the manner and we appreciate your patience while we investigate.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           ****** / ******* Better Business Bureau
                *******************************;
                ******,CO 80210

                ****** ********
Initial Complaint
Date:12/06/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a phone cash money from boost mobile earlier this year and I no longer have a job so I couldnt pay the bill because they wouldnt let me change my plan Ive been stuck with the same plan forever then I tried to get a SIM card to work with another company and it says my phone is still locked . I purchased the phone full price when I got it so why is it still locked and they are stating something about a policy but no one told me anything about a policy they just sold me the phone . So either I want them to give me my 270 dollars back or they need to unlock my phone because they didnt share this information when purchasing and I think that information is very important to know before buying!
Business Response
Date: 01/02/2025
December 15, 2024

Ms.***** ******
********************************************** NW, Apt. 267
****************

Re:          BBB Complaint #********
967569250973 - *************

Dear Ms. ***************** December 9, 2024, we received your complaint, dated December 6, 2024, filed with the Better Business Bureau.

You said that you purchased a device and paid for it in full. You expressed concern with it being locked.

My attempts to contact you by phone were unsuccessful, but I sent you an email with the following resolution:

Boost Mobile will unlock a device under the following circumstances:

The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
The device has been active on the associated account for at least 12 months

As an exception, I unlocked your device. Please note, unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally,unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

Please keep in mind that your account needs to be active if you want to port your phone number to a new provider.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:          ****** / ******* Better Business Bureau
                *******************************;
                ******, CO 80210

                ***** *****
Initial Complaint
Date:12/06/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I used Boost Mobile phone service for a couple of years. I switched to Mint Mobile in Oct. 2024 and had my phone number ported over, my account was in good standing, and Boost Cust. Svc. gave me the pin to be used to port the number to Mint.I keep getting emails from Boost saying different things, but I received an email Dec. 5, 2024 which stated my payment was received. I closed my account with ********************** so I don't understand why there is an account in my name. I called Boost on several occasions and can't get them to fix this.I can't access this account that is in my name because I don't have an account with them so I don't know the Pin or password.I don't want an account out there in my name since I don't have an acct with them and they won't attempt to fix it. I'm 60 yrs old and don't need or have the patience for this. Any help or guidance you could provide would be helpful, because they don't speak English and that's the only language I know. I am a disabled veteran which further makes this more frustrating for me.Thank you.Respectfully RS
Business Response
Date: 01/02/2025
January 1, 2025

Mr. ****** *******
3640 Campfire Cv.
******, AR 72032

Re:          BBB Complaint #********
                ************ -2024-12-26925

Dear Mr. ****************** December 9, 2024, we received your complaint, dated December 6, 2024, filed with the Better Business Bureau.

You said you ported your phone number to Mint Mobile in October 2024. However, you have been receiving emails from us stating that your payment was received, despite closing your account. You have tried to resolve this issue by calling customer care, but to no avail, as you cannot access the account since you do not know the PIN or password. You requested assistance.

My attempt to contact you on December *******, was unsuccessful, but I left a voicemail. I also sent an email to ******************* with a request to contact me.

In my voicemail, I requested to speak to you regarding your account, as I was unable to determine the reason you would be receiving these notifications. Please feel free to contact me at ************** or respond to my email.

Sincerely,

********* ********-***
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           ****** / ******* Better Business Bureau
                **************************************
                ******,CO 80210

              ***** *****
Customer Answer
Date: 01/03/2025

Complaint: 22650495

I am rejecting this response because:
The product provided by Boost was a PRE-PAID service. My service was changed and I have not had an active account with ********************** since October 2024.
I have not given anyone permission or a power of attorney to act as me for any account with **********************.
I am NOT married or attached to anyone and have no family members handling my affairs. Therefore if Boost allowed anyone to open or renew an account in my name then Boost should perform better business practices like perhaps checking i.d. I have NOT had an account since October. If Boost allowed "*******" mentioned by Boost rep ***** or anyone else to open or renew an account, my permission was not given to use my name on any account. Furthermore I am stating for the record I have NOT had an account with ********************** since October and if Boost is allowing such action they should change the name on the account because I do NOT have any account nor do I give anyone permission to use my name on any other persona account. ********************** needs to correct this because I'm not sure what they have done is legal.

Sincerely and respectfully,

****** *******
Business Response
Date: 01/17/2025
January 16, 2025

Mr. ****** *******
3640 Campfire Cv.
******, AR 72032

Re:          BBB Complaint #********
                ************ -************

Dear ****************************** 15, 2025, we received your rebuttal, dated January 15, 2025, filed with the Better Business Bureau.

You rejected our response stating that as you have not had an account with us since October 2024, you have not given anyone permission to use your name for the service. You continue to request that we correct this issue.

My attempt to contact you at ************* on January 16, 2025, was unsuccessful, but I left a voicemail. I also sent an email to ******************* with a request to contact me.

We suggest that you contact customer care at **************** to cancel the service under your name. If you prefer, you could also work with me over the phone to cancel the account. Please feel free to contact me at ************** at your earliest convenience.

Sincerely,

********* ********-***
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           ****** / ******* Better Business Bureau
                **************************************
                ******,CO 80210

              ***** *****
Customer Answer
Date: 01/22/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I contacted the business and they assured me that the end of the billing cycle there will be no more account in my name. As long as they take action on their part. I believe they are sincere to fix the issue.
Respectfully,
Sincerely,

****** *******
Initial Complaint
Date:12/06/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a phone from Boost Mobile (Phone ************, so they can find the account). My husband also ordered a phone approximately one hour after I did. My husband received an order confirmation email. I did not. They debited my credit card six days ago. Still no communication from Boost, no emails at all. My husband's phone has been shipped; he received a second email with a tracking number. My order? I have no idea where it is. They cannot tell me where it is, yet they stole my money. Why did they fill my husband's order before mine, when I ordered before him? My order apparently is not being filled, while my husband's is, and we ordered the EXACT same phone, so type of phone can't be the issue.The only thing I can think of, is this company is actively discriminating against women customers. I ordered my phone BEFORE my husband. His has been shipped, AND he received email confirmation. My order is God-knows-where, according to their useless support, who, by the way you can't understand their VERY thick accents. Also the support staffer's phone kept cutting in and out (ironic being a phone company). So between the phone issues and the thick accent, I could not understand *********** apparently, I am being discriminated against because I am a woman. The status of my order cannot be determined by their useless support staff. They also are not sending me email confirmations for the order.They stole my money, though, six days ago.Where is my phone? My husband is getting his.I would also like them to look into why I am not receiving emails from their system. The system has my correct email. I checked my spam and trash folders; no emails from Boost.
Business Response
Date: 01/02/2025
December 26, 2024

Ms. ****** *******
********************
******, ** 86351

Re:          BBB Complaint #********
                ************ -2024-12-26922

Dear Ms. ****************** December 9, 2024, we received your complaint, dated December 6, 2024, filed with the Better Business Bureau.

You said you ordered a device an hour before your husband ordered one. However, you did not receive a confirmation email,but your husband did. You had money debited from your account for the ********** indicated that customer care was unable to provide any information as to when your device would be shipped, and you requested to receive it.

Please be aware that we cannot control whether or not yours or your husbands device will be shipped first. We regret that you did not receive a confirmation email; however, you are required to pay for the device upfront. Your device was shipped on December 6, 2024, which is when the shipping information would have been available. It was delivered on December 10, 2024.

We apologize for any inconvenience.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           ****** / ******* Better Business Bureau
                ***************************************************;
                ******,CO 80210

                ****** ********
Initial Complaint
Date:12/06/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Entered by BBB staff LO Consumer purchased a phone for his son on 11/27/24 at the location at ************************************* ************************. He went back on 12/5/24 because his son did not want the phone. He asked if they would be able to cancel service on his phone and transfer it to the new phone he purchased. They would not transfer the service, he ended up having to go to another store to have it done. Consumer also paid for two cases for $25 each when he purchased the phone but they only had one in the store, he states he was told they would give him the second case when he came back. When he went back they did not have the second case and would not refund him the $25.
Business Response
Date: 01/06/2025
January 3, 2025

Mr. ***** **********
***********************************************
************************;

Re:          BBB Complaint #********
                ************ - *************

Dear Mr. ********************* December 11, 2024, we received your complaint,dated December 6, 2024, filed with the Better Business Bureau.

You said you purchased a case from a Boost Mobile retail store, but it was not in stock. You returned to the store and requested a refund (because you did not need the case anymore), but the store would not issue one.

We appreciate you bringing this to our attention. It has been forwarded to our retail team for internal investigation.

I was informed the retail store has attempted to contact you at ************** to issue a refund for the case. Please work with the store in question to obtain said refund.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           ****** / ******* Better Business Bureau
                ***************************************************;
                ******,CO 80210

                ****** ********
Initial Complaint
Date:12/06/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have bought a moto G 5g for $190.59 from boost mobile december 3rd 2024 the phone have been going through problems, i called boost mobile december 5Th 2024 soo i could get a online refund but they lied and said i did not purchase the phone with my debit card but i have a receipt stating that i paid with my debit card , i went to the boost mobile where i purchased my phone from i asked for a refund but they kept playing with me because on the receipt showing a money back policy stating i have 30 days to return with full refund but they keep saying they will give me 25 dollars back only out of my whole $190.59 i feel like i have been scammed please help
Business Response
Date: 01/06/2025
December 20, 2024

***** *****
**************************************
***********************;

Re:          BBB Complaint #********
*************

Dear ***** *****:

On December 10, 2024, we received your complaint, dated December ******, filed with the Better Business Bureau.

You said that you have been experiencing problems with the device you purchased. You called in for a refund, but it was denied because you did not order the device with a debit card. You went to the local retailer where you purchased the device, but you were again denied a refund. You stated that you have a receipt saying there is a 30-day return policy for a full refund, but you were only offered $25.00.

I attempted to reach you by phone, but found the number given,**************, is invalid. I also sent you an email requesting contact.

I was unable to locate your account with the information provided.Please contact me at ************** or respond to my email with your account information, so I may look into your concerns.

Sincerely,

***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           ****** /******* Better Business Bureau
                *************************************************;
                ******, CO 80210

                ***** *****
Initial Complaint
Date:12/06/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My phone is locked by boost even after 2 years of service. I contacted them after 12 months of my service to unlock my phone and they lied to me that he has been unlocked. With that conversation, further after 12 months I transferred my number to another provider as their service was bad. I raised request to unlock the phone on Nov 30th. Since then no action has been taken despite numerous calls to customer service. I am not able to make payment to my bills as everything is connected to my phone which is not in service. I am not able to connect to my kids in case they need me when they are away from home. This is really creating lot of issues. Moreover they ask for full ssn details to verify account which is a big threat to customers identity. Please help
Business Response
Date: 12/30/2024
December 24, 2024

**** *****
*****************
****************

Re:          BBB Complaint #********
                ************ -2024-12-26928

Dear Ms. **************** December 9, 2024, we received your complaint, dated December 6, 2024, filed with the Better Business Bureau.

You expressed frustration with your device not being unlocked despite multiple requests to customer care.

Our records show your device was initially unlocked in December 2023 and remains so.

Please note unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all
(e.g., an unlocked device may support voice services but not data services when activated on a different network).

We apologize for any inconvenience.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******,CO 80210

                ****** ********
Initial Complaint
Date:12/06/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a loyal Boost mobile customer for well over a decade, and my current phone is over 3+ years old. I have contacted the company numerous times to request this old phone be unlocked, only to be told it'll take more time. Their policy is you can request unlock after 1 year. I've had this phone more than 3 years, and it's a cheap phone too that's long since paid off. I keep being told I'll get an email but nothing comes. I've tried emailing a contact I came across but don't have much faith it will work, as did not even get an acknowledgement reply and may not be an active email. It is my understanding that this is also against the law, so I cannot comprehend why the company is doing this. I just want this old phone unlocked so I can use it as a spare when traveling.
Business Response
Date: 12/31/2024
December 16, 2024

******* ******
********************
**********************

Re:          BBB Complaint #********
                ************ - *************

Dear Ms. ***************** December 6, 2024, we received your complaint, dated December 6, 2024, filed with the Better Business Bureau.

You requested your device be unlocked.

Boost Mobile will unlock a device under the following circumstances:

?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months

Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile SIM card inserted.

MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it.Additionally, unlocking a device may enable some functionality of the device,but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

**** ******
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           ****** /******* Better Business Bureau
                *********************************************************************************

***** *****
Customer Answer
Date: 12/31/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******

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