Complaints

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

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

• 

  Boost Mobile

  957 Memorial BLvd Picayune, MS 39466

• 

  Boost Mobile

  1 SW 107th Ave Unit 3 Miami, FL 33174-1415

• 

  Boost Mobile

  235 N Tyndall Pkwy Panama City, FL 32404-6433

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:12/03/2024

  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.

  12- ****** Purchased NEW phone for account I had been ***************** Called to port my numbers over to another service only to find my phone was still not unlocked even tho your website says it should automatically unlock after 1 year. Even got emails saying all phone were unlocked for 4 days but it showed locked. Called and requested unlock to boost agent. Was told 24hrs, waited then called back told 2 days, waited then told to wait to 17th waited and called then told 2 more days on order to be unlocked by the 19th escalated, waited called back on the 21st and agent said it shows it should have been done by the 19th escalated, called back 21st still not unlocked sent to corporate team , called back somewhere around 24th still pending, called back a few more times during holiday no change still pending.29th called back to speak with resolution specialist and was told it was set to unlock for the next day by 10:30pm, 30th called back at 10:30pm told to wait another house and it should be done, but yall would be closed after that time to call back if not unlocked, I asked if it is not then what options do we have, she told me to file a complaint about it. Called back December 1st horrible system having to tell the story every time and start from a agent that has no clue what is going on but refused to transfer me to a resolution specialist or supervisor said after repeating over and over I needed his supervisor eventually he throws me on hold for a quite a while and then gets someone else that was also unwilling to listen and hung up on me. At this point I have called over 15x to get my paid for phone unlocked. I called back and wanting to speak to a supervisor so I could file a complaint on the rude agents, No one cared I was told that would happen internally. Agent supposedly filed a complaint and sent to corporate for phone not being unlocked still. I had to purchase another phone and wasted over 15days on a new service I'm paying for

  Business Response

  Date: 12/27/2024

  December 19, 2024
  
  
  
  Ms. ****** ******
  569 Welham Loop
  ********, LA 70068 
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. ***************** December 4, 2024, we received your complaint, dated December 3, 2024, filed with the Better Business Bureau.
  
  You said that your phone was purchased and paid for in November 2021; however, there was an issue with having it unlocked, so you purchased a new phone. You requested a refund due to all of the issues this has caused.
  
  Occasionally there are issues with unlocking a phone that are out of our control, such as the software has not been updated or Wi-Fi connectivity is limited. These are just two of the many reasons unlocking can be delayed.
  
  Our records show that the phone is now unlocked. Your request for a refund, or any other compensation, is denied.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

  Customer Answer

  Date: 12/28/2024

   
  Complaint: 22632094
  
  I am rejecting this response because: I had to purchase another phone, their excuses they just gave were not the reason, Boost was bought out by dish and they could not access the information to verify my phone could be unlocked, their lack of knowledgeable customer service added to delays.They gave deadlines and dates that passed over and over.  Their policy states that the phone should have been automatically unlocked after 1 year.  I was a customer for at least 9 years, and had that phone for over 3 years.  They did not live up to their own policy by unlocking my phone and then took almost a month to unlock a phone I paid for and used on their network on autopay for the whole time. I lost time and MONEY having to replace it. You think if I took forever to pay my bill they would just be ok with that? NO!  I should not have to do with a work phone and suffer because they wanted to verify some irrelevant thing...I offered proof of purchase and they just keep on doing what they wanted. I was told it was escalated over and over and still nothing happened.  One agent told me to check back after the new year...ridiculous.         
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:12/02/2024

  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 went on the Boost Mobile website and it was a deal for an iPhone 13 I paid $204.09 I was never sent an email with an order number or anything pertaining to the order Ive called Boost Mobile multiple times to ask about my order. I was told by different agents that one seen my order. I was told that no one could find my order with the email provides I was told by one agent that my order was canceled and I tried to get confirmation of my order being canceled no one could give me that so now Im missing $204.09 Out of my account which I never received my refund Because of the charge from Boost Mobile and Boost Mobile is not doing anything to help me I was ripped off from Boost Mobile. My name is ****** ***** and I just want the problem resolved.

  Business Response

  Date: 12/27/2024

  December 20, 2024
  
  
  
  Mr. ******* *****
  ****************
  *************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Mr. **************** December 3, 2024, we received your complaint, dated December 2, 2024, filed with the Better Business Bureau.
  
  You stated that you placed an order for a device and service with Boost Mobile. You did not receive a confirmation email, so you called customer care but we were unable to locate the account. You made a payment of $204.09 and requested to receive a refund.
  
  Our records indicate that the device shipped on December ******, and was delivered to your address on December 12, 2024. The account was activated the same day. As the device was delivered and activated, no refund is warranted.
  
  We apologize for any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***** *******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****
  

• Initial Complaint

  Date:12/02/2024

  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.

  Boost mobile charged me $60 for one month service several days after canceling service with them and signing up with another carrier. On November 8 at 3:24 PM a ******** representative and I called boost mobile from my phone to see about porting my number in for metro service. I was told my service from boost was canceled and I could no longer port my number unless I paid so we also spoke about the minimum amount due to reinstate my service, port the number over, and then immediately cancel it. I decided against the port and stuck with the canceled service. I immediately signed up with ******** as per attached documentation. Boost mobile then reopened my account, or never closed it, and charged me one full month service. I called and spoke to them and they refused to refund it. I explained that I canceled service and it is impossible to have two carriers on one phone and they were persistent the number was being used yet they could not send me a text or phone call on it. The number is no longer active and the account is no longer active yet they are continuing to charge me although I'm with another carrier now. Please refund the $60.

  Business Response

  Date: 12/27/2024

  December 18, 2024
  
  
  
  Ms. ***** *********
  *************************************** N.
  *************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. ******************** December 2, 2024, we received your complaint, dated December 2, 2024, filed with the Better Business Bureau.
  
  You said that you were charged $60.00 several days after cancelling, but your request for a refund was denied. You also stated that you called in on November 8, 2024, with a Metro PCS representative on the line, to port your number. You were told the line was cancelled and you would need to make a payment to reactivate it to allow the port out.
  
  I listened to your calls From November 1 through November 13, 2024. On November 8, 2024, you called and requested a payment extension or to switch to a lower-priced plan. After the agent advised you of the $25.00 per month plan, you said you wanted to discuss it with your husband and the call ended. There was no one on the line other than you and there was no request to cancel service. On November 10, 2024, another individual called in claiming to be you and demanded a refund because the account was closed days before. I was unable to locate any calls prior to November 8, 2024 or any calls requesting cancellation; therefore, your request for a refund is denied.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************;
                  ******,CO 80210
  
                  ****** ********
  

  Customer Answer

  Date: 12/29/2024

   
  Complaint: 22629303
  
  I am rejecting this response because:

  You are incorrect of your assessment of the phone calls.

  The first phone call is a ******** representative speaking on my behalf and asking for an extension or a lower price plan to port my number to Metro. The account was stayed as canceled, no payment was made, however, you are not mentioning that in your BBB response.

  As far as the "discussing it with her husband" comment, that was likely just a polite way of her hanging up quickly because It was clear we were not going to be able to obtain our goal of porting in my number without paying for another month of service, which I did not want to do, as it is horrible service and I frequently lose money being self-employed where I cannot get service in the outskirts of the **************** areas.

  The second phone call you referred to as "another individual" calling was actually myself demanding a refund because the account should've been closed on the prior call several days before.

  Inside that same phone call there was also incorrect information given to me by the boost representative in that she claimed I had ************* and Boost services both connected to one IMEI number on my device. However, you failed to mention that in your response as well. We both know that is impossible and the right thing to do is give me the money back as this number has not been used not even one single time that entire month it was supposed to be canceled.

  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 01/21/2025

  January 21, 2025
  
  
  
  Ms. ***** *********
  *************************************** N.
  ***************, ** 89030 
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ******************************** 15, we received your rebuttal, dated January 14, 2025, filed with the Better Business Bureau.
  
  You rejected my response because you say that my assessments of the calls are incorrect. You stated the following:
  
  You said the first call was a Metro PCS representative speaking on your behalf and requested an extension or lower-priced plan and the account was stayed as canceled and no payment was made.
  The discussing with her husband comment was likely a polite way of her hanging up quickly because it was clear you were not going to obtain your goal of porting in your number without paying for another month of service.
  The caller referred to as another individual in my response was actually yourself, demanding a refund.
  The representative gave incorrect information when they told you that you had service with Boost Mobile and Metro on the same device with the same IMEI.
  I listened to your calls again, and found the following:
  
  On November 8, 2024, the caller identified herself as ***** ********* and did not state she was calling on behalf of you, the customer. This was three minutes and forty seconds (3:40) into the call. At 2:45, the caller stated, Give me one second. Let me talk to my husband real quick, okay? At 2:47, the representative replied, Uh huh, go ahead, take your time There was no further conversation and cancellation was not requested. The call ended at 3:40. Please note that providing someone with the information necessary to access your account creates a risk of fraud.
  When stating just a polite way of hanging up you are unclear as to whom you are referringthe caller or the representative. Nevertheless, for nearly one minute you did not re-engage in the conversation.
  The second party, referred to in my response as another individual, clearly had a voice that was distinctly different from the first caller. Therefore, my assertion that it was someone other than you is accurate.
  A follow-up review of the call(s) did not find the term IMEI mentioned at any time. It is not possible to have service with two carriers and only one IMEI; however, it is possible to have service with more than one carrier on a single phone that has dual SIM capability.
  During these conversations, you mentioned that you have recorded proof an agent assured you the account was closed. If you send this information to ****************************** I will review it and take appropriate action.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

• Initial Complaint

  Date:12/02/2024

  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 ordered phone service from boost mobile on December 2nd 2024. They refuse to give me a refund or activate phone service. I have no idea what I paid for. They tried telling me the only way to get my phone on is to make a new account and pay for service all over again.

  Business Response

  Date: 12/27/2024

  December 26, 2024
  
  
  Ms. ***********************
  ***************************************** B
  ********, CA 92346
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. *************** December 2, 2024, we received your complaint, dated December 2, 2024, filed with the Better Business Bureau.
  
  You said on December 2, 2024, you ordered service from Boost Mobile and they refuse to activate your account or issue you a refund.
  
  My attempts to contact you at ************* on December 23 and 26, 2024, were unsuccessful, and I was unable to leave a voice message with my contact information. I also sent an email to you at ******************* with a request to contact me.
  
  A review of your Boost Mobile account indicates the account is active and using data.
  
  The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable;any unused funds remaining on an account at the time service is canceled will be forfeited.
  
  If you are still experiencing issues with your account, please contact me at ************** or *********************** so I can assist your with your account.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

• Initial Complaint

  Date:12/02/2024

  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.

  On 11/29 I purchased a phone at a promotional price that also bought me a year of free service. The phone was offered to me on my individual account dashboard of the boost mobile app. Before making the purchase, I chatted with Boost support to double check the details of my order and to verify that the price and offer was legitimate. Their support team confirmed the offer details and I proceeded to pay $401.09 for a promised new phone plus a year of free service ($25.00 monthly bill credit)My bank account was charged $401.59 immediately upon completing the transaction in the Boost Mobile App. Subsequently, and without any details as to why, I was sent an email by Boost that my order was cancelled. I called the number provided in the email and was sent to the ************************** where I was mistreated and spoken to in a condescending, demeaning, and disrespectful way by the agent assigned to help resolve my issue. He denied me any and all answers to my questions, refused to provide me a name and phone number for a supervisor or alternate contact, and insulted my credibility and implied socioeconomic status. I have been a loyal Boost Mobile customer for almost four years and have never felt this way before about their customer service. This entire process has left me feeling confused and disenfranchised about a phone offer I had previously been so excited about and grateful for. Id like to understand how I couldve paid for a phone offer that was tailored to my account as an upgrade, verified by Boost Mobile support, only to be later canceled without any justification or transparency.

  Business Response

  Date: 12/27/2024

  December 26, 2024
  
  
  Ms. ****** ****
  ******************************************** 1C
  *********, ** 44907
  
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. *************** December 2, 2024, we received your complaint, dated December 2, 2024, filed with the Better Business Bureau.
  
  You said on November 29, 2024, you purchased a device at a promotional price that included a free year of *********** received an email from Boost Mobile stating your order was cancelled with no explanation. You contacted Boost Mobile to get an explanation, was treated poorly and could not get an explanation of why your order was cancelled.
  
  My attempts to contact you at ************* on December 23 and 26, 2024, were unsuccessful, and I was able to leave a voice message with my contact information. I also sent an email to you at ************************* with a request to contact me.
  
  Online ordering is a multi-step process that begins with the customer placing the order. Once this step is completed,the order is passed to the backend system for validation, which can delay or cancel the order for various reasons.
  
  We appreciate that you brought your customer service concerns to our attention for internal review, and we apologize for any inconvenience this issue 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 Escalations Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

• Initial Complaint

  Date:12/02/2024

  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.

  In September of 2024, we decided to finance a phone through Boost Mobile. We have been customers since 2017 and have financed a few phones since then. Financing this phone resulted in a confusing bill that included unnecessary charges. Our phone should be the same amount every month ($138 for service, $64.44 for financing the phone) but our bill has yet to be the same amount. Upon financing the phone, our payment date changed and they made our account go to autopay. I spoke to someone in the customer service department on 10/31/24 about our bill and all the unnecessary charges (they tried to charge us for 3 phones we paid cash for). They were able to fix that and some of the insurance charges they were trying to charge us.The *** then informed us that we had a $142 credit and would apply it to our next bill. I called on November 3rd to inquire about the application of our $142 credit. At that time, the supervisor informed me that the credit would appear on our December 3rd bill. I called on 11/29/2024, and the *** and Resoultion manager stated they didn't see a credit. I informed them that I have the screenshots of the chat and that their chat history is recorded and they can go back and see that I was told that. They also informed me that this information was provided during a recorded conversation. They stated they couldn't see an area on why I would be given a credit and I told them about all the charges I had accrued previously and Boost Mobile is refusing to honor the credit even with evidence.

  Business Response

  Date: 12/30/2024

  December 13, 2024
  
  
  
  Ms. ****** ******-******
  ******************
  *************************;
  
  Re:          BBB Complaint #********
  879992484087 -2024-12-26829
  
  Dear Ms. ************************ December 6, 2024, we received your complaint, dated December ******, filed with the Better Business Bureau.
  
  You said that you were advised you have an account credit of $142.00; however, your account does not reflect it, and your attempts to resolve this with customer care were unsuccessful.
  
  We are investigating why the credit did not show on your account. In the meantime,a temporary credit of $142.00 has been applied in the interest of customer service and will be reflected on your next billing statement. 
  
  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: 01/01/2025

   
  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 actually received the credit on my account for this month. I refused to speak with the customer service *** from corporate, who was very rude and disrespectful. 
  
  Sincerely,
  
  Dr. ****** ******-******
  

   

• Initial Complaint

  Date:12/01/2024

  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 service before Thanksgiving. I purchased a new iphone, and brought on pre-existing phones. We wanted to keep all three phone numbers. Over the course of a week, we could not activate the two pre-existing lines because Boost set up the account incorrectly. They attached all three lines to the one line that I purchased rendering the other two phones incompatible and incapable of working. They told us to go to the local store in ****** for help, all to learn that those stores are independently ran and would never be able to assist us. They kept me on the phone 1 hour on Thursday, 4 hours on Friday, 6 hours on Saturday and no resolve on Sunday. They "accidentally" turned my phone off on Saturday for two hours. I had to use a strangers phone to call and get it reinstated. The only solution they offered would force us to change our telephone numbers (though the problem was their fault). I do not want to change our numbers because I run a business from my phone number, and My mother who is 81 years old uses a secondary line. She would suffer greatly if she had to remember a new number and notify her family and friends. They only offered to give me a $46 credit for charges to my phone that I haven't even used. I've only had the account for a week. I want my numbers released back to us and I want to be relieved from any contracts without penalty so I can seek more sustainable service somewhere else. I am willing to give them the phone back that I leased.

  Business Response

  Date: 12/27/2024

  December 12, 2024
  
  
  
  Ms. ****** *******
  ******************
  *********************;
  
  Re:          BBB Complaint #********
  96721233733070 -2024-12-26437
  
  Dear Ms. ****************** December 2, 2024, we received your complaint, dated December ******, filed with the Better Business Bureau.
  
  You said that you wanted to activate two other lines with devices you own, but an eSIM was sent to the wrong device causing issues. You want the devices activated or to be allowed to take your phone numbers to another provider.
  
  When we spoke by phone, I apologized for the issues you experienced while trying to activate these lines. Our records reflect that we were able to fully activate all of the devices in question; however, you have since ported your phone numbers to another provider.
  
  We regret that we were unable to fit your needs.
  
  Sincerely,
  
  
  
  ***** ****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ******************************************;
                  ******, CO 80210
  
                  ***** *****
  
  

• Initial Complaint

  Date:12/01/2024

  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.

  A little over 6 months ago I contacted Boost to get the information needed to transfer my phone number to another company and cancel my plan with Boost. I have been a customer with ********************** for over 15 years. Whenever there is an issue, I do not receive help. I even had insurance on my phone in the earlier years with them and they did not cover my phone when it was stolen or even give me a dishonest a new phone. Being that I have been with them for so long and never received any incentives, the *** I spoke to offer me the same plan that I had at $25 a month with unlimited service and data. My plan was $50 a month with unlimited service and data. My service is worse than it was before they gave me this deal. I was completely lied to so I can stay on bored. I contacted them recently and they have the worse custom ever. Every *** acted as if they didnt understand what I was talking about and a couple even hung up the phone on me. I have email correspondence with a *** who did the same. I then reminded them of the verbal contract that they clearly breached. I should be provided with what I was promised and a new phone. If not I do want to be refunded for the past 6 months or more that I have been dealing with my speed being slowed down. I was offered a better deal with another company and a new phone and Boost lied to keep me on and then tried to get me to pay for more data.

  Business Response

  Date: 12/27/2024

  December 20, 2024
  
  
  Ms. Dream "Sedrine" ********
  MA 02121 
  
  Re:          BBB Complaint #********
                  ************ -2024-12-26442
  
  Dear Ms. ******************* December 2, 2024, we received your complaint, dated December 1, 2024, filed with the Better Business Bureau.
  
  You said you experienced technical ********** also mentioned that you were offered a $25.00 monthly plan, which you accepted, but you expressed concern with being told you are on an unlimited plan. In addition, you expressed concern with the customer service you ************ requested a refund for the past six months of service due to the slower speeds.
  
  Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention.We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified. In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. There is no record of you reporting any service issues since September 2024. Please reach out to customer care at ****************, so your technical issue may be addressed properly.
  
  You are able to view available plans and details online before accepting a plan change.
  
  The Boost Mobile website states that if 30 GB of unlimited data is used, your speeds will be reduced for the remainder of the month. You can find more information here: *********************************************************************.
  
  The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Your request for a refund is declined.
  
  We apologize for any inconvenience.
  
  Sincerely,
  
  
  ****** *****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  

• Initial Complaint

  Date:12/01/2024

  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.

  On 11/27 I placed an order for 2 phones and paid the agreed upon price. Received an email next day saying problem with order call immediately. I called and person told me no problem just destroy the email. 7 hours later I received another email saying problem with my order call immediately.. I called and was transferred to a person saying my order was cancelled. A day later I went online to reorder and found notation to activate the phones. I dont have phones. Called again and after 40+ minutes and extensive investigation was told that my order was cancelled again because I didn't respond to their email for additional information but I can replace the order once it is removed from the order site and I receive a refund approximately 72 hours after this. This is an issue on their part and holding onto my money and refusing to work with a potential customer to resolve this issue is reprehensible and those employees should be fired and the company needs to make good on their deal I signed up for and did my due diligence. I want this resolved on their end without having to jump through any more hoops and I want the same price and everything to go along with it immediately!!! The more I am waiting the less the best sales are online and available to customers at all the ********************** sites and I shouldnt have to pay the price for their ineptness.

  Business Response

  Date: 12/27/2024

  December 26, 2024
  
  
  
  Ms. ****** ******
  ****************************
  **************************;
  
  Re:          BBB Complaint #********
                  ************ -2024-12-26441
  
  Dear Ms. ***************** December 2, 2024, we received your complaint, dated December 1, 2024, filed with the Better Business Bureau.
  
  You said that you placed an order for a phone on November *******, and was notified there was a problem and to contact Boost immediately.This happened multiple times, and the order was eventually cancelled and the proceeds would be available for use within 72 hours.
  
  Online ordering is a multi-step process that begins with the customer placing the order. Once this step is completed,the order is passed to our backend system for validation, which can delay or cancel the order for various reasons.
  
  A refund is in the process of being issued;however, if you have initiated a dispute or chargeback through your card issuer, this will delay the process.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************;
                  ******,CO 80210
  
                  ****** ********
  

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22624244
  
  I am rejecting this response because:  i understand the process but was told the reason my purchase was rejected was because i didn't answer the request for additional information in a timely manner. I DID respond as soon as I received the email that more information was needed for validation however was told by the ****** answering the phone there was no problem so just disregard the email. It wasnt until i received another notification there was an issue that I called again and someone forwarded my call to the validation department. That ****** said the first ****** should have automatically forwarded my call to them. So no one knows what there job is at Boost Mobile and you cancel orders because your employees dont know how to forward calls to the appropriate people and you take no responsibility whatsoever. Not to say that the 72 hours was long delayed and I had not pursued a credit with my card so dont know what your answer to that is. But obviously Boost Mobile is not a very reputable business who expects their employees to perform to any standards. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/21/2025

  January 21, 2025
  
  
  
  Ms. ****** ******
  ****************************
  ***************************************;
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ***************************** 15, 2025, we received your rebuttal, dated January 14, 2025, filed with the Better Business Bureau.
  
  You said that you rejected my previous response because you contend that you did reply in a timely manner, but the representative you initially spoke with advised you to ignore the notification instead of transferring you to the appropriate department.
  
  We strive to provide the highest level of customer service in the industry; however, we cannot guarantee this to occur in every case. We apologize that your experience did not meet these standards, and we will address your concerns with the appropriate individuals internally.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22624244
  
  I am rejecting this response because:
  Their response does not correct the fact we lost out on a promotion because of your employee and that just shows the level of customer service this company promotes while not making good on your advertisement when none of the employees from the first one who told us to ignore the message to the following employees who would not rectify it by  allowing the promotion to go through since it was the fault of their employee.  As stated on the phone -- you say you are recording the transaction for customer service yet no one would go back to prove the employee discarded my concern and rectify the issue.  ************ is not trustworthy.
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:12/01/2024

  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 signed up for a month to month no contract account with ******************** and last year. I was not happy with their service and tried to drop to a lower plan and they would not allow you to do that so I tried to switch my phone service and found out they have a lock on my phone that I paid for in full. I was told that after a year (which was in November ) to call back and they would unlock my device so that I can use my phone. I just called 12/01/2024 and they are now telling me that I have to sign back up with them to get my device unlocked. This is fraud and false advertisement and need to be stopped. Please let me know if you can assist with this issue I am having with this company.

  Business Response

  Date: 12/27/2024

  December 19, 2024
  
  
  
  Ms. ***** *****
  *******************
  *******************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. **************** December 2, 2024, we received your complaint, dated December 1, 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,
  
  
  
  ********* ********-***
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************
                  ******,CO 80210
  
                ***** *****