Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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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

4,962 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:11/26/2024
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.
On 11/21/2024 I called boost customer service to request a unlock code for my phone, the representative I talked with said in 24 to 48 hours they will send pin code to my email. He lied to ****** it's 11/25/2024 I called boost mobile again and a lady held me on the phone over 30 minutes making me think she's waiting for my pin code it's pitiful ********************** can hold my personal phone hastage. Life line government program sent me a sim card that I can't use because boost got my phone locked.
Customer Answer
Date: 12/17/2024

Hi. To whom it may concern at the BBB I want to thank you for the very timely and professional help you provided for me with boost mobile, my issue has been resolved, thanks to **** at corporate office of boost mobile. He instantly unlocked my phone, again I can't thank y'all enough,,,, have a very merry Christmas and a wonderful new year.

Sent from ********* ***** (*************************************)
Initial Complaint
Date:11/25/2024
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 a phone from boost. I canceled the order same day and two weeks later refunded the 135 After the refund I re purchased the phone I wanted. Origanlly ordered the 16 and canceled and got the 16 pro and paid 181. Taxes and first months bill two weeks later charge for 58$. First response was it's additional taxes. A week later 131$ oh we don't know why. After legit 8 time calling the answer is I'm being charged for the first canceled phone. They said it was delivered and it wasn't. They said I have to dispute it with **** I said it was never delivered they said it was. I don't have the tracking number and they can't give me my own tracking number to dispute it for security purpose
Business Response
Date: 12/23/2024
December 16, 2024

Ms. ******* *****
****************************************************************************************;

Re:          BBB Complaint #********
                ************** -2024-11-26130

Dear Ms. **************** November 26, 2024, we received your complaint, dated November 25, 2024, filed with the Better Business Bureau.

You said you ordered a new device, but canceled the order the same day and received a refund of $135.00 two weeks later. You then purchased the device you wanted for $181.00, but you were charged an additional $58.00 two weeks later. You were initially told the charge was for additional taxes, but you then received another charge for $131.00. You were then told that the additional charge was due to the initial canceled order you made.

We maintain that the device was delivered despite you never receiving the device or a tracking number. You requested a refund of the additional charge.

My attempts to contact you by phone at ************** on December 10 and 12, 2024, were unsuccessful, but I left a voicemail on each attempt. I also sent you an email at ********************** with a request to contact me.

I need additional information before I would be able to assist, as the refunds mentioned do not necessarily match up with what we have on file. Please feel free to contact me at ************** to discuss this matter further.

Sincerely,

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

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

              ***** *****
Initial Complaint
Date:11/25/2024
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 attached the COMPLAINT LETTER due to insufficient space. We had the worse experience ever when we transfered our lines phone from our phone provider to boost mobile.We called to boost mobile customer service on Oct 17th @ 2:30 PM and bought 4 phones ( 2 ******** razor 2024 and 2 ******** razor 2023) ( attached documents). The representative told us the phone must have the $60 and $50 ( 2 each) plan to be able to get the discounted phone price. The representative also confirmed that there was no contract and we could change the phone plan after 30 days to a lower plan,( the call was recorded) and that we could return the Phones and cancel the service within 30 days if we were not satisfied.We received the phone on Oct 24th and we activated the lines on Oct 25th. For the first couple weeks one only phone was working and the others were having problems including dropped calls and receiving no voice mails.We contacted the customer service for trouble shooting, and was told to keep the visual voice mail we had to pay. We decided to buy premium voice mail for couple phones to see if it going to work, unfortunately it didn't work. The Phones were not receiving voice mails We called on Oct 17th, because we had enough from the bad service and all issues to return just a couple phones, we were told we could not return the phones because it's been a month and one day, from the day we place the order; however, we received the phone on 24th, and had to pay to test the service from that day. On October 18 @ 2:34 We asked for a manager ( ***** as resolution manager) and were told the same that we can't return them because the month start from the day it shipped, which it's outrageous and ridiculous. This company is cunning and has lack of integrity my louring people with false statements.What we want from them is to be able to return the phones for a full refund, or unlock the phones so we can use them.the calls are recorded and they be can check.
Business Response
Date: 12/18/2024
December 10, 2024

Ms. ***** *******
*************************
*********************************;

Re:          BBB Complaint #********
                ************** -2024-11-26126

Dear Ms. ****************** November 26, 2024, we received your complaint, dated November 25, 2024, filed with the Better Business Bureau.

You said you called customer care on October 17, 2024, and bought four phones. You were informed there was no contract and you could downgrade your plan after 30 days. You were also advised you could return the phones within 30 days if you were unsatisfied. After receiving and activating the phones, you faced issues with dropped calls and voicemail. Despite troubleshooting and paying for premium voicemail, the problems persisted. When you called in on November 17, 2024, to return the devices, you were told it was too late because the return window started when the phones shipped, not when you received them. You requested a full refund or to unlock the phones to use with another carrier.

Our records confirm that as of November 23, 2024, all four lines associated with your account were ported out, and your devices were unlocked and removed from your account.

We strive to provide excellent customer service and we regret that your experience was unfavorable.

Sincerely,

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

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

              ***** *****
Customer Answer
Date: 12/19/2024

Complaint: 22602916

I am rejecting this response because:
Regardless their lies and lack of integrity( as it was documented in my complaint letter), They have never proposed any solution, I was hoping someone in charge to go back to the recorded phone calls between me and the every customer service I talked to, to see how unfair we have been treated.
Our phones are still unlocked ( as you can see in the pictures attached). They required a pin, which must be provided by ***** to unlock them to work with other providers companies. They never provided any code to unlocked the phones except for the transfer PINS, as I mentioned in my complaint letter, which it used specifically for changing to another provider in order to keep the same phone numbers. They continue to lie about this matter.

Sincerely,

***** *******
Customer Answer
Date: 01/13/2025
Thank you for the email.
All phones are locked.
Pictures attached of the phones show on their screens a code is needed. " SIM LOCKED FOR OPERATOR".
The codes must be provided by boost to unlocked the phones.
No one has contacted us from boost company.
Thank you.
Business Response
Date: 02/14/2025
February 11, 2025

Ms. ***** *******
*************************
*********************************;

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

Dear ****************************** 22, 2025, we received your rebuttal,dated January 22, 2025, filed with the Better Business Bureau.

You said your devices are still locked,and you have not been contacted by anyone from Boost Mobile.

My attempt to contact you at ************* on February 11, 2025, was unsuccessful, but I left a voicemail. I also sent an email to ************************ with a request to contact me.

Our records show that due to a chargeback for $987.96 (the full amount initially paid for the four devices) on December 22, 2024, your devices are not eligible to be unlocked until fully paid ******* may not return them as they are beyond the 30-day return policy. Once paid off, the devices can be unlocked.

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: 02/15/2025

Complaint: 22602916

I am rejecting this response and closing this case as well because:
It was a frustrating experience with Boost Mobile. l went through a lot of stress and inconvenience dealing with their customer service and unresolved issue.
I provided proof that the phones were not unlocked, despite Boost Mobile claiming they were.
Boost Mobile failed to contact me for weeks, even though I had already escalated the issue.
After no resolution from Boost, I contacted my bank to dispute the charge due to the poor service and unresolved issue.
After over a month, my bank ruled in my favor, and the charge was reversed.
Days after winning the dispute, Boost Mobile contacted me asking for payment to unlock the phonesdespite not resolving the issue earlier.
i've decided to close the case and avoid doing business with Boost Mobile in the future due to their unprofessionalism and dishonesty.
Thank you BBB.
Sincerely,

***** *******
Initial Complaint
Date:11/25/2024
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 cell phone from boost Mobile. Activated the account but then I decided to cancel my account and pay my phone off in full. That was done November 19th I paid the phone off in full I paid full price and I was told the phone would be unlocked and two business days. The phone never got unlocked. After multiple phone calls I'm being told that a ticket must be made up for my complaint and that it's under review and I won't know the decision until the 27th of this month November 27th. I was also told that there's some kind of glitch in their system I was also hung up on twice the overall experience with boost Mobile has been very bad I feel like they scam people out of money. I also had a very bad interaction with their boost Mobile store in ********** Mass on ************. I feel like they scammed me out of my $300 that I paid in full for the phone that I can't use.
Business Response
Date: 12/04/2024
December 4, 2024

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

Re:      Your File Number: 22601295

To Whom It May Concern:

T-Mobile *********(T-Mobile) is in receipt of your correspondence dated November 26, 2024,regarding the account referenced file number.

T-Mobile spoke with the customer on November 26, 2024, they confirmed that their complaint was with ************ and not regarding a T-Mobile account or services. We respectfully request you forward this correspondence to ************ for further investigation and response.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

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

******** *********
Executive Response
Customer Answer
Date: 12/04/2024

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,

***** ********
Business Response
Date: 01/10/2025
December 16, 2024

Mr. ***** ********
*************************************************

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

Dear Mr. ******************* December 16, 2024, we received your complaint, dated November 25, 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 device has to be active for 12 months to meet the above requirements. Please contact customer care at **************** when you arrive at 12 months.

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:11/25/2024
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 bought a ******** cell phone paid in full through boost mobile November 7, 2023. July of 2024 I called to transfer my number and phone and was told I couldnt until November 2024 because their policy says they wont release my number or cell phone unless service has been in good standing for 1 year of activation. So I waited the couple months, called boost to transfer to spectrum. When spectrum was activating my phone they realized that they released my phone number but not my cell phone to use at the new carrier. When called boost back they said I activated the phone in October 2024 (a month prior) I called ******** and by the **** number it was sold and activated November 2023. Boost has told me theyd email me the release pin within the hour, then 24 hours, then 48 hours and its been a week and just getting the run around with no answers of when they are gonna release it. Spectrum now has my number and boost has my phone so I have no way to use for personal use but like I told boost mobile this is also my work number that is affecting my business also. Please help!!!
Business Response
Date: 12/17/2024
November 27, 2024

Ms. ***** *****
***************
*********************;

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

Dear Ms. **************** November 25, 2024, we received your complaint, dated November 25, 2024, filed with the Better Business Bureau.

You expressed concern that your device has not been unlocked even though you meet the requirements.

A review of your account reveals that your device *** K51, IMEI ******************************* is unlocked. 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).

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:11/25/2024
Type:Customer Service 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.
My phone is suspended I ask for an extension and or anything they can offer me to get my service bk connected. I called approximately at 1145 pm on November 24. Spoke to first rep and she said we don't do extensions nor credit. As a loyal customer of ****************** they have helped me in the past and offer things to keep that great customer satisfaction..but now it's like they don't even see what they can do bc automatically they tell you now I feel as they don't value me as a customer nor care about any concerns I'm a door dasher and needy phone and the only reason I need an extension until Wed of this week and or pay half of the bill today I told supervisor and representative but they weren't not willing to help and one rep said it's nothing we can do right now bc we bout to closed. So I felt like after her telling me that no one was willing to help at that point and no one cared or valued me as a loyal customer and what was more important was them ready to get off that they refused me..
Business Response
Date: 12/18/2024
December 11, 2024

Ms. ******* *****
*****************************

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

Dear Ms. **************** November 25, 2024, we received your complaint, dated November 25, 2024, filed with the Better Business Bureau.

You stated that your phone was suspended. You asked for an extension, but it was denied. You requested a billing adjustment.

Boost Mobile is a prepaid service; therefore, the entire account balance is required to be paid in advance of the new billing cycle start date, or to restore the service if the account is suspended for non-payment. We do not offer extensions.

Our records indicate that a payment was made in full on November 25, 2024, and your service was restored. A billing adjustment is not warranted for this issue.

Sincerely,

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

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

                ***** *****
Customer Answer
Date: 12/23/2024

Complaint: 22600497

I am rejecting this response because:
In the past boost mobile has helped me with my bill as far as adjusting it and letting me pay half of the bill. So I'm saying that to say I know that there is something they could have done. But as a customer for 5 plus years with several accounts open with them I was very disappointed how quick they were to refuse to offer anything..they gave me my account number to change phone companies faster than they helped me which is disappointing to say the least.

Sincerely,

******* *****
Initial Complaint
Date:11/24/2024
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.
went to use service after dish network recommended it paid ***** ( half price) first month 1 attempt to port " asian" woman states phone is locked... it isnt 2 attempt " asian" woman wantsme to remove IMEI " and wait boost moble sim will magically appear 3 went instore.... ***** ****** says" it cant be ported"4 called to cancel service andrefund 14 .59 per posted refind policy " asian " woman there is no account and your ***** cannot be refunded fraud statement false statements have been recorded contacted my bank about what was said to fraud **** boost mobile hasviolated rules regarding fraud boost mobile owes me *****
Business Response
Date: 12/20/2024
December 13, 2024

Sa Ans
**********************************
******, CO 80012

Re:          BBB Complaint #********
                ************** -2024-11-26019

Dear Sa Ans:

On November 25, 2024, we received your complaint, dated November 24, 2024, filed with the Better Business Bureau.

You said you were charged $14.95, but you were unable to port in your phone number because your device was either locked or the number could not be ported. You indicated that you were denied a refund.

The terms and conditions state that to be eligible for a full refund (including taxes and fees), you must have:

Created a new Boost Mobile account and activated one or more lines
Transferred or "ported" in your number from another carrier
Because you did not port in your phone number, you do not qualify. Nevertheless, I made an exception and a refund of $14.95 was issued to the card ending in 7826 on December 13, 2024. Please allow 3-5 business days for processing and delivery.

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:11/24/2024
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 am receiving the message on my Boost Mobile purchased phone which says: No Sim - Emergency calls only. I called Boost customer service and was told that I would either need to give them the last four digits of my social security number or go into a store to verify who I am, that they cannot fix the issue with me not having service over the phone. I would just like my service that I am paying for to work. I was told by a dude named ***** that they were unwilling to help me if I refuse to give them the last four digits of my SSN. Are you kidding me right now!?!?!?
Business Response
Date: 12/17/2024
December 16, 2024

Ms. ******** *******
*******************
**********, ** 43137

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

Dear Ms. ****************** November 25, 2024, we received your complaint,dated November 24, 2024, filed with the Better Business Bureau.

You said that the message on your phone says No SIM emergency calls only. You expressed concern that when you called in for assistance with this, the agent requested the last four digits of your Social Security Number (SSN) or you would need to visit a retail store.

When we spoke today, you said the issue still occurs, but not as frequently as it initially did. I explained that we ask for you to provide the last four digits of your SSN to protect you and your account due to the amount of fraud occurring in the cellular phone industry. I also advised you to retain my contact information should you see this message again in the future. In addition, I applied a $60.00 courtesy credit to your account.

In a follow-up email to you after we spoke, I informed you that adding a security PIN would prevent issues in the future and allow an agent immediate access to your account.

Sincerely,

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

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

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

Customer Answer
Date: 12/17/2024

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. I appreciate ***** reaching out to me and explaining to me the efforts Boost makes to keep it's customer accounts secure.

Sincerely,

******** *******
Initial Complaint
Date:11/23/2024
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.
Phone bill was paid in store on Friday 11/22/24. Phone has not worked since. Contacted customer service who insisted on verifying the account which is in my name however my son uses the phone. They advised the phone account is locked because my son couldnt read back the code. The phone does not work for calls or text. I then asked for refund they refused
Business Response
Date: 12/17/2024
December 6, 2024

Ms. ***** ********
***************
************************;

Re:          BBB Complaint #********
86434676063989 -2024-11-26011

Dear Ms. ******************* November 25, 2024, we received your complaint, dated November 23, 2024, filed with the Better Business Bureau.

You said that you paid your bill, but your service is not working.

I tried to contact you by phone on December 5 and 6, 2024, but there was no answer; however, I was able to leave a voicemail on each attempt.

A review of your account reveals that your service is active and in use.

We regret any inconvenience you may have experienced.

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:11/23/2024
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 opened my account through boost mobile in August. I received my phone in September and already had a bill due a couple days later (First problem). October 13, ***************************************************** which my phone was stolen. Since I pay for insurance for my phone I figured it wouldn't be a hassle to just file a claim for the phone and get a new one. The customer service I have received in trying to complete this process has been horrible. The insurance company for boost mobile (Likewyze) has specific criteria for filing a claim which includes providing proof of address which is no problem accept for the fact that they only accept certain items as proof. I don't own any main bills such as a water bill or light bill at the address I live. I informed the Likewyze *** that after I sent a piece of mail with the matching address in as proof and it was declined. The *** from Likewyze informed me I could submit a bill with the homeowner (my friend) along with a letter signed by him stating that I lived there so I did that. When the documents were submitted it was immediately rejected and after speaking to many ***s the supervisor apologized for the *** informing that I could submit said documents and proceeded to inform me that they could not accept the letter and **** as proof. He then advised that the only option that I had is to switch my account to my friends name and submit the documents. I followed through and called boost mobile to change the name on the account and ended up speaking with a manager who informed me that he couldn't guarantee that changing the name would help with processing my claim. The *** also informed me that she was unsure how I would be able to verify my account to restore ownership of the account after receiving my phone. I have been without a phone for almost two months. I've paid my bill and can not even use my device or service. There has to be another way around the proof of address but clearly none of the phone ***s know.
Business Response
Date: 12/18/2024
December 12, 2024

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

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

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

On November 25, 2024, we received your complaint,dated November 23, 2024, filed with the Better Business Bureau.

You said that your phone was stolen and when you filed a claim with Likewize, it was denied because you could not verify your address. You indicated the issue has not been resolved.

Although your insurance payments are made to Boost Mobile, L.L.C., the funds are forwarded to Likewize. Boost Mobile, L.L.C. and Likewize are completely separate companies; therefore, we have no authority over them or their policies. However, as a courtesy I forwarded your complaint to our internal liaison for review. If it is deemed necessary, they will contact Likewize and request a member of their management team reach out to you to attempt to resolve this matter.

Sincerely,

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

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

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

Customer Answer
Date: 12/18/2024

Complaint: 22597198

I am rejecting this response because: boost mobile closed my account after I requested that my account be continued so that i wouldnt be responsible for paying the phone without having it and not having the service or insurance.

Sincerely,

**** *******
Business Response
Date: 01/16/2025
January 15, 2025

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

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

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

On January 13, 2025, we received your rebuttal, dated January 13, 2025, filed with the Better Business Bureau.

You disputed my previous response because you said that you requested for the account to remain open, so you would not have to pay the remaining phone balance.

The phone and account were never activated. However, to prevent the balance from coming due, the phone in question must be activated; therefore, leaving the account active would not prevent the balance from coming due. As stated in my initial response, I forwarded your complaint as a courtesy to our internal liaison for review. If it is deemed necessary, they will contact Likewize and request a member of their management team contact you to attempt to resolve this matter.We appreciate your patience.

Sincerely,

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

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

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

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