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

4,967 total complaints in the last 3 years.
1,509 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:11/11/2024
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.
9/19/24 I ordered the new iPhone 16. It got delivered everything was fine until I opened it and tried to activate it with the supplied QR code. No luck so I called talked to support to no avail. Over the next 3 weeks and 35+ support team members it was never able to activate. Not 1 person told me that I only have 30 days to send back, I figured they were working on it, I was wrong. It sat another 2 weeks completely forgot about it until my bill came. I called to send it back and they said it was outside the return policy. I explained that it wasnt able to activate and they pretty much told me oh well nothing we can do. Note Im stuck with a useless iPhone 16 that I have to pay for over the next 3 years. I spent $49.80 on 9/19 and $72.56 on 11/3. I just want to send the phone back and not be charged for a phone I cant use.
Business Response
Date: 12/05/2024
November 14, 2024

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

Re:          BBB Complaint #********
                ************ -2024-11-25095

Dear Mr. **************** November 12, 2024, we received your complaint, dated November 11, 2024, filed with the Better Business Bureau.

You stated that you ordered an iPhone 16 through a device finance agreement. While you received the phone, due to a technical issue, it was never activated. You were unaware that you would start to be billed for the device without it being activated. You requested to return the device; however, you were advised it is outside the 30-day window. You requested to return the phone, receive a refund for the taxes paid and your bill be adjusted for the monthly finance charges.

You placed an order for an iPhone 16 on September 14, 2024, with a 36-month finance plan. The phone was delivered on September 23, 2024. While multiple eSims were pushed to the device, you never received them; therefore, the phone was never activated. You stated you were under the impression Boost Mobile was working on the issue and that you forgot about it until you started being charged.

When we spoke, I informed you that we do have a 30-day return policy. I offered to make an exception to allow the phone to be returned outside the window. Once the phone is received, we will refund the payment made (for taxes) of $49.80. We will also void the finance agreement.Finally, you were charged $72.86 in device financing and another $24.00 in ********** protection. I applied a credit to your account to offset those charges.

You agreed to return the phone. A shipping label has been sent to ********************* Please write on the outside of the package RA************.

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

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

Sincerely,

******* *****
GM - Retention Operations
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******,CO 80210
Initial Complaint
Date:11/11/2024
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.
Boost mobile will never send me the automatic authentication code to access my account. It has happened 4 times this year. I cannot make changes, they cannot tell me why, they transfered to 4 different countries and it is never in the **. I only want to be able to access an account that I am paying 100 bucks per month. There is no way to contact the corporate office so I am being stuck with persons from country to country. I have been hung up on 5 to 6 times today every time I ask them to cancel the service due to this issue.
Business Response
Date: 12/04/2024
November 16, 2024

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

Re:          BBB Complaint #********
762870805594 -2024-11-25091

Dear Ms. ************** November 12, 2024, we received your complaint, dated November 11, 2024, filed with the Better Business Bureau.

You said that you are not receiving the authentication code when you are trying to access your account online. You also expressed concern with the customer service you received.

When we spoke, I apologized for the situation and explained that the authentication code is sent to your phone number via text message or to the email address listed on the account. I confirmed that your email address is correct and asked if you had an alternative email, but you did not. I advised you that I will report this issue and in the meantime, I offered to delete your online account so that a new one can be established; however, you declined this offer. I also recommended upgrading your device, which you declined.

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: 12/04/2024

Complaint: 22539960

I am rejecting this response because: I was able to contact someone else who fixed the problem within 5 minutes without any further issues. The person who responded with the last resolution flat out lied, was rude and hung up the phone and would not answer again. I waited a day and got a new person who kindly fixed the issue. I have had no issues since. I do not require any additional assistance with this issue as long as it continues to work.

Sincerely,

***** ***
Initial Complaint
Date:11/10/2024
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 boost mobile phone from ****** on 11/10/2024. The phone needed to be activated at the store. I asked the cashier if I would be able to port my old phone number to this new phone. He said all I would need to do is call boost mobile customer service and they would take care of that once everything was purchased. I called boost mobile and spoke with JD, he stated his Employee number is EB7. He told me that I would have to add another line and pay for another line of service to transfer my old phone number over to the new phone. If a store is going to sell phones for boost mobile they shouldn't give out conflicting information.
Business Response
Date: 12/04/2024
November 23, 2024

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

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

Dear Ms. ******************* November 11, 2024, we received your complaint, dated November 10, 2024, filed with the Better Business Bureau.

You said you purchased a device from ****** and you were directed to Boost Mobile to activate it. You were informed you would have to add another line and pay for another month of service to transfer your old phone number. You requested a refund.

When we spoke, you informed me that you were able to transfer your number to Boost Mobile with a Target-purchased device after activating a new line. As a courtesy, I applied a one-time credit of $30.00 to the account with the line ending in 1224. You requested to transfer the line ending in 3738 to your account. I informed you that you would have to add the number to a new line and pay for a month of service upfront,which you accepted.

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

                ****** ********
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,

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

Customer Answer
Date: 12/13/2024
On or around Nov 10th I bought 2 boost mobile phones from ******. Biggest mistake. I had to pay for the plans when I bought the phone and was told I would have to call boost mobile to get my old number transferred to my new phone. Called boost they said I would have to purchase a whole new plan if I wanted to transfer. Filed a complaint with BBB. They acted like they were giving me a $30 credit for all my issues. ****. ****** from boost called me and said we will apply the credit to your acct for this billing cycle, you will just have to call me on 12/10/2024 and we will get it all set up. I bought the $50 plan for 1 phone and $25 plan for the 2nd phone and when you set up auto pay you get a $5 credit. Gave her my credit card number, verified it would be $75. Look on my bank statement and she ripped me off. She charged me $50 and $45.51 for a plans that should be $70. She was trying to make up for the $30 credit she originally promised for their mistakes and to make a BBB complaint in good standing. This is fraud at its finest.
Desired Resolution: Refund
Customer Answer
Date: 12/14/2024
Resubmitting with more evidence: I bought 2 phones from Target on Nov *********************************** store and call boost and have my phone number switched over. Tried doing that and boost said I would have to pay another $30 and would lose the first $30 already paid at the store for the plan. I returned 1 of the phones and got a new one and activated with a boost employee. I turned into the boost BBB and was given a $30 credit as the resolution to close the BBB case and reported to the BBB on 12/04. Boost Executive Escalation Corporate Case Manager ****** ***** told me to call back on 12/10 when the prepaid plan payment would end on phone ending in 3738 so I could convert both phone lines to one account. ****** charged me $50 for my plan to switch my son's phone over 1 day before the payment was due. She then went back on 12/11 and recharged me another $50 for that same phone for the monthly service and told me I would be receiving a new sim card in the mail for that phone and to disregard that sim card. She is pocketing money from customers. Don't work with ****** if you have any issues where a credit card is needed. She will rip you off. Attached will show the charges. I have 2 phone lines 3738 line $50 plan 1224 line $ 25 plan She also didn't tell me how much would be charged to my card on 12/10 when I called in and she waited until I got off the phone to put the charges through. Charges on 12/10 $50 for 3738 line Charges on 12/11 $25 for 1224 line $50 for 3738 line and $30 credit I had should have brought it to $45.51. I got charged 2 days in a row for 3738 line. She won't refund my $50 and thinks a $25 credit is over the top wow. I want my $50 refunded to my credit card. I call boost mobile and they don't understand the charges ****** has put on my credit card. This will be a civil action if my $50 isn't paid back.
Desired Resolution: Refund
Business Response
Date: 12/23/2024
December 20, 2024

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

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

Dear Ms. ******************* December 20, 2024, we received your rebuttal, dated December 19, 2024, filed with the Better Business Bureau.

You rejected our response, as you said that you wanted to transfer a line to your main account and I told you to call back on December 10, 2024, to start the process. You also stated that I charged you $50.00 after waiting for you to get off the phone and an additional $50.00 for the same device and service the next day. In addition, you indicated I never told you how much you would be charged on December 10, 2024. You requested a $50.00 refund.

Please be aware that I did not tell you to call me on December 10, 2024, to transfer your sons line to your account; I requested you call me back when you are able to pay for the plan upfront. Please note, when we first spoke on November 23, 2024, I informed you payment is required upfront. This statement is also included in the initial written response to your BBB complaint. When we spoke again on December 10, 2024, I informed you that an upfront payment is required to add the line, and I then collected a $50.00 payment to do so, with you on the line with me.

I previously informed you we do not prorate billing;therefore, regardless of when you add a line in the billing cycle, you will be charged for the full month of service on both lines on the billing due date. Your billing due date is December 11, 2024, and you were charged $45.51 that day. Now your monthly bill is normally around $75.51, but you were only charged $45.51 because of the $30.00 credit applied on November 22, 2024. You should also be aware this was an autopay withdrawal. When enrolled in autopay, you give us permission to withdraw the whole account balance on the billing due date.

Both payments, the one for $50.00 on December *******, that I took, and the other for $45.51 withdrawn by autopay on December 11, 2024, are valid. We regret any confusion. Your request for a refund is denied because you were billed correctly and one is not warranted.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 01/08/2025

Complaint: 22538515

I am rejecting this response because:

****** stated that the bill was due on Dec 11, 2024 for the 3738 number but the bill in fact was due on Dec 10, 2024 as I attached the email I received from boost mobile I received on Dec 9, 2024. She charged me $50 for 1 day of service for the 3738 number and then turned around on Dec 11, 2024 and charged me another $50 for that 3738 line and $25 for the 1224 number and then took the $30 credit which made me pay $45.51. I disputed this with my bank and it was determined that Boost mobile was in the wrong. If you look on Boost mobile ****************** ****** page she is doing this same thing to several boost mobile customers. If you look on ********************** ******** page and read the comments from other customers they are frauding the customers the exact same way. We will get to the bottom of this to stop ****** from pocketing money from people. She tells you not to call the boost mobile number and to just call her directly to get this matter taken care of. I called the boost mobile number and spoke with 3 different employees and they all told me they were confused on what ****** did to my acct and didn't understand the overcharges. Please investigate this ****** ***** lady. When we first started with boost we had the $30 target plan with hotspot included and it worked wonderful. After talking with ****** and choosing a more expensive plan we aren't able to use our hotspot and our phone service is very poor. If she could take the lag off our phone plans. I have reported this to the Wisconsin Attorney General as well.

Sincerely,

***** ********
Customer Answer
Date: 01/17/2025
That receipt that is attached could you clarify what phone number that phone is for? On Nov 13, ***************************************************************************************************************************************** 1224. I purchased a new phone and activated with boost mobile and not at the store on Nov 13, 2024. The 1224 was supposed to be the main phone on my bill. The 3738 phone number was purchased on Nov 10, ********************************** the store on Nov 10, 2024. On Dec 9, 2024 I received an email reminding me that the bill was due for the 3738 line to be paid on the 10th. ****** stated that line wasn't due to be paid until the 11th of each month and she charged me $50 for one day of service on the 3738 line and then on the 11th she charged me another $50 for the 3738 line. The 1224 number wasn't to be paid until Dec 13, 2024 as that's the day I activated the 1224 number. Instead of ****** trying to fraud my card she could have had me either call back on the 11th or start my phones bill due date for the 10th of each month. When looking on my monthly bills for boost it says the due date is on the 10th of each month so why did she charge me $50 for one day of service. I have filed the civil court paper work and will be having them served soon.
Initial Complaint
Date:11/10/2024
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 was a customer of ******************** for 7 years until they repeatedly had computer glitches when Id call to buy data packs. I left them and went with another carrier. Then I changed back to the. First they lost my phone number that I had for 20 years. I initially signed in with Boost Mobile, not Boost Infinite. About 6-8 weeks later they found my phone number. Whoever activated my number signed me up as Boost Infinte. I presently dont get any phone discounts. I went into a store for the iPhone 12 for $149. I was told that since Im a Boost ******* customer that I cant get that price that it would cost me over $600 for the same phone. Now they have a special for an iPhone 15 for $349, Boost Mobile does. I dont qualify for that offer because Im considered a post paid customer. I NEVER SIGNED UP FOR THIS. All I want is to be able to go buy the iPhone 15 pay cash and get that discount. I would think thatd be the least they can do since THEY signed me up as a post paid customer and not the prepaid customer that I signed up with from the beginning. I have never signed or gave them permission to sign me up as Boost Infinite. Now I dont get any phone discounts. I can finance but thats still extremely expensive. I get disabilty and am on a fixed income and cant afford it. Id like to receive the same offer on the iPhone 15 and Ill pay cash for the phone. I want to be honored as the customer that I signed up to be with ******************** and they honor the same price as Boost Mobile Customers receive. They dont have a signature that I signed up nor my permission.
Business Response
Date: 12/04/2024
November 13, 2024

Ms. **** ******* *******
********************************************* D
***********, ** 70123

Re:          BBB Complaint #********
867836066049 -2024-11-25011

Dear Ms. ****************** November 11, 2024, we received your complaint, dated November 10, 2024, filed with the Better Business Bureau.

You said that you went to a Boost Mobile store to buy a phone at a discounted price and you were told you did not qualify because you are a post-paid customer and not a prepaid customer. You said that you did not request to be activated as a post-paid customer and you would like to be able to get a discounted phone.

I called you by phone today, but had to leave a voicemail.

If you would like to purchase a device at a discounted price, you can do so directly through Boost Mobile. However, if you go to a Boost Mobile store, they are independent and set their own policies.

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: 12/04/2024

Complaint: 22536703

I am rejecting this response because: As I explained to ***** I signed up as a Boost Mobile customer but during the port out, they LOST MY PHONE NUMBER THAT IVE HAD FOR 20 YEARS. THEN SUDDENLY THE PHONE THAT I HAD THE NUMBER ASSIGNED TO JUST RANG ONE DAY. NOBODY CALLED ME TO SAY THDY FOUND MY NUMBER AND WHOEVER PUG MY NIMBER IN PUT ME AS A POSTPAID CUSTOMER. IF YOU LOOK AT MY ACCOUNT THERE IS NO REASON WHY I WOULDNG BE A PREPAID CUSTOMER. I AM NOT FINANCING A PHONE AND FURTHER MORE, ***** YOU DID TELL ME ABOUT NOT GETTING THE DISCOUNT IN THD STORD, BUT YOU DID TELL ME THAT YOUD SUBMIT A PHONE WITH THE BOOST MOBILE DISCOUNT. BEING A POSTPAID CUSTOMER THE OFFER OF $149 ON AN IPHONE 13 WAS BEING OFFERED TO BOOST MOBILE CUSTOMERS ONLY. SINCE IM LISTED AS POSTPAID I HAVE TO PAY $629 FOR THE SAME EXACT PHONE AND HAVE TO UP MY PAYMENT PLAN FROM $25/Mo TO $65/mo WHICH IS $40/mo MORE THAN I PAY NOW. SO PAYING THE EXTRA MONEY MONTHLY THAT $629 IPHONE 13 COMES TO $1920 IN AN ADDITIONAL 2 YEARS OF HAVING TO INCREASE MY PLAN. THE PHONES ARE THE EXACT SAME PHONES. ************ WOULDNT LOSE A ***** ON IT. SOMEONE PUT ME ON THAT PLAN WITHOUT MY KNOWLEDGE ANC AFTER CHECKING WITH THE *** THAT ALONE IS AGAINST THE **** YOU TOLD ME THAT I COULD CALL YOU WHEN IM READY AND YOUD TAKE CARE OF IT. YOU DIDNT RETURN ANY IF MY 6 CALLS MADE TO YOU AND I ALSO LOST OUT ON THE BLACK FRIDAY SALE WHERE I COULDVE BOUGHT THE IPHONE 15 FOR $149 x THE *** IS TAKING THIS OVER. I CAN PROVE THAT I SIGNED UP AS A PREPAID CUSTOMER AS I PAID THE PROMOTIONAL OFFER OF $12.50 FOR THE FIRST MONTH A PROMOTION THAT BOOST INFINITE THAT IS A POSTPAID ACCOUNT WHO DIDNT RUN THAT PROMOTION AT THE TIME I PUT IN FOR THE SERVICE. IT WASNT ENOUGH THAT I HAD TO CALL EVERY SINGLE DAY FOR SIX WEEKS ON THE PHONE FOR A MINIMUM OF 2 HOURS A DAY JUST TO GET YALL TO ESCALATE THE ORDER AND MISS NUMEROUS CALLS FROM PEOPLE THAT WERE TRYING TO GET IN TOUCH WITH ME, BECAUSE MY PHONE NUMBER WASNT GOOD??!! YOU SHOULD BE GIVING ME A PHONE FOR ALL OF THE TIME AND STRESS YALL PUT ME THROUGH TRYING TO GET MY NUMBER OF 20 YEARS ONLY TO GO THROUGH MORE STRESS SIMPLY TRYING TO PURCHASE A PHONE AT THE DISCOUNT I SHOULD BE OFFERED BECAUSE I APPLIED ONLINE AS A PREPAID NUMBER. YOUR COMPANY CHANGED THAT WITHOUT MY PERMISSION. I USED YOUR COMPANY AS A PROVIDER FOR 7 YEARS PRIOR AS A PREPAID CUSTOMER. I AM NOT PAYING $629 Plus $1920 IN ADDITION FOR MY PLAN THAT HAS TO BE RAISED $40/mo MORE IN ORDER TO GET THE SAME PHONE THAT I SHOULD BE OFFERED SINCE I JOINED YOUR COMPANY AS A PREPAID ************ PUT ME IN AS POSTPAID SO I WOULD HAVE NO CHOICE BUT TO FINANCE A PHONE OR PAY THE EXORBITANT PRICES YOU OFFER ON THE EXACT SAME PHONE. I CANNOT BUY IT ONLINE FOR THE $149 BOOST MOBILE PREPAID CUSTOMER ACCOUNT BECAUSE ONCE I PUT MY EMAIL AND PHONE NUMBER IT REVERTS TO THE $629 OFFER AND YOU KNOW THAT. ILL JUST LET THE *** DEAL WITH THIS. I NEVER AT ANYTIME OR DAY GAVE ************ PERMISSION TO CHANGE MY PLAN. ITS ILLEGAL TO DO SO WITHOUT MY PERMISSION. WHILE I WAS GRATEFUL THAT YOU FINALLY FOUND MY PHONE NUMBER AFTER ALMOST 2 MONTHS AND A SEIZURE WHICH IS CAUSED BY STRESS AND ALL OF THE DAILY TIME OF HAVING TO CALL EVERY SINGLE DAY ONLY TO BE PUT OFF BY CUSTOMER SERVICE WHO DID NOTHING TO FIX IT, YOUR COMPANY COULDVE HAD THE COURTESY TO CALL ME AND LET ME KNOW THAT YOU FOUND MY NUMBER AND OFFER ME A POSTPAID PLAN NOT JUST CHANGE IT AGAINST MY WILL. I AM NOT GOING THROUGH ANYMORE STRESS OVER YOUR COMPANYS MISTAKE. ONE SEIZURE CAN KILL ME AND IM NOT GOING TO ALLOW THST TO HAPPEN. YOURE NOT WORTH IT. I HAD S SEIZURE IN 2010 THAT PUT ME ON LIFE SUPPORT FOR 4 DAYS AND THEY HAD TO TELL MY SISTEF AND THRN FIANC THAT I WASNT GOING TO PULL THROUGH IT. BY THE ***** OF GOD I PULLED THROUGH, YOU WILL NOT CAUSE THIS TO HAPPEN TO ME AGAIN. THIS IS YOUR COMPANYS FAULT. ITS NOT ABOUT MONEY, ITS ABOUT THE PRINCIPLE NOW. IF I WAS WRONG I WOULD MAN UP AND ADMIT IT AND FIX IT. YOUR COMPANY OBVIOUSLY DOESNT HAVE THE HONOR TO ADMIT IT. IM NOW LETTING THE *** TO HANDLE THIS SINCE YOUVE MADE IT OBVIOUS THAT YOU DONT CARE HOW MUCH I PAY AS IM ON A FIXED INCOME NOW AND CANT AFFORD THE HIGH FEES FOR THE SAME EXACT PHONE AND EVEN IF I HAD THE MONEY I WOULDNT PURCHASE IT DUE TO THE **** THAT I SHOULD BE ABLE TO BUY IT IN THE STORE IF I WANTED TO BECAUSE THATS WHAT I SINGED UP FOR. THEN ***** WANTS TO LIE ABOUT HOW OUT CONVERSATION WENT. I DONT LIE, IF YOUR COMPANY CANT FIX THIS I WILL GO TO WHATEVER AUTHORITIES I HAVE TO GO TO BECAUSE YOU KNOW THAT YOU CANT PROVE THAT I SIGNED UP AS POSTPAID BUT I CAN PROVE THAT I SIGNED UP AS PREPAID. IM DONE WITH THIS. TAKE RESPONSIBILITY FOR YOUR ACTIONS

Sincerely,

**** Frances ***********
Business Response
Date: 12/16/2024
December 13, 2024

Ms.**** ******* *******
**************************************** D
***********, ** 70123

Re:          BBB Complaint #********
46600186336599 - *************

Dear Ms. ****************** December 12, 2024, we received your rebuttal, dated December 12, 2024, filed with the Better Business Bureau.

You rejected our response expressing additional concern regarding the following:

HotSpot and data charges
Payment
Autopay
Postpaid/Prepaid
device offers

You said that you only ordered one data pack, but ended up being charged an extra $30.00 for data packs and the hotspot. A review of your account reveals data packs were added on November 20 and 30, 2024; both were added through our self-service option. You were also charged a prorated amount when the hotspot was activated on October 31, 2024.

You said that a payment of $66.41 was taken early, which caused you hardship. I informed you that our records reflect that the payment of $66.41 was made at a Boost Mobile retailer.

You said that you have had some difficulty removing autopay. I advised you that the plan you had required autopay; nevertheless, it was removed at your request.

You indicated that your account was switched from prepaid to postpaid causing you to become disqualified for discounts on devices. At your request, we switched your account from postpaid back to prepaid.

You indicated that stores have offers that we do not. I informed you that Boost Mobile retail stores are independent and set their own prices and policies. You may find that they have offers we do not as well.

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: 12/17/2024

Complaint: 22536703

I am rejecting this response because: ***** is lying through his teeth which is why I went to the *** and filed a complaint. I did not go into a retailers business to pay my bill. They wouldnt accept my money anyway. I was postpaid not prepaid. Id love to knock know which retailer I went to to pay it. Originally yall said that I made the payment from my computer. I asked yall to prove it. Your rude representative said that I took out the hot spots and data packs. I was in fact on the phone with one of your representatives disputing the charges at the exact same time my money was taken out of my account. I can prove that. Can you at least figure out whether I paid it at a retailers store or did I pay it online with my computer??? Before you speak you should get your story straight. But then again when you tell a lie, you usually forget which answer you said. Also, you had nothing to do with changing me back to prepaid. Your corporate office called me to straighten it out when he received the letter from the ***. I forget the gentlemans name that called me ftom corporate and changed my account back to prepaid. He was a nice guy and very helpful. I had more than one manager including you that said I couldnt be switched back to prepaid unless I got a new phone number. It took your corporate agent all of five minutes and I didnt have to change my number Ive had for 20 years. I had been through enough when yall lost my phone number for about 6-8 weeks and had to call every day for t6 weeks and was on each call for a minimum of two hours trying to get my number back,
All of this was resolved by the kind gentleman in your corporate office. You should be giving me a phone after all the grief and time I had to waste on the phone trying to get my phone number back. Do not even try to take credit for the work that he did considering he had me changed to prepaid within ten minutes and I didnt have to get a new number. He also took me off of autopay. I dont think he lied once. He didnt have to because he knew what he was doing and resolved the situation. I really would appreciate it if youd tell me what retail store I paid the bill about 2 weeks early out of the kindness of my heart. I was at ************** buying a few things to eat while I was on the phone wiith your representative disputing the charge when my card was declined because someone at your office took the money out of my account causing my account to overdraft. This did cause me a little hardship since I couldnt eat that night that you took the money out of my account. Do you really think I wouldve paid my bill early causing me to overdraft and go hungry?? Im not quite that stupid.

Sincerely,

**** ******* Fanningbe
Initial Complaint
Date:11/09/2024
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.
After losing my phone, I've been unable to access my account or replace my phone. The only way to access my account is through sms 2-factor authentication which is impossible because my phone has been lost.
Business Response
Date: 12/04/2024
December 3, 2024

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

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

Dear Mr. ***************** November 11, 2024, we received your complaint, dated November 9, 2024, filed with the Better Business Bureau.

You stated that you lost your phone and you were unable to access your online account to replace the device, as logging into the account required verification by SMS text message. You requested that you be granted access to your online account to purchase a new device.

We are committed to protecting the privacy of our ************ accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. These measures include verification of a one-time password sent to the caller by SMS. If a caller cannot verify the account through this method, the caller would be transferred to our Account Security team for further verification.

Our records indicate that you went through this process on November 3 and 9, 2024, but you did not complete an order for a device; you saw an advertisement when logged into your account, but our agents were unable to apply this promotion for a device purchase through our system. However, a new phone was purchased at a retail store and activated on November 11, 2024.

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:11/09/2024
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 with Boost mobile since it switched from ******. My original plan had unlimited talk/text/data for $35 dollars a month plus tax. Everything was fine until last month when I no longer had data, which coincided with the end of my billing cycle. I, of course, contacted Boost and was told that my plan was still unlimited, there must be a problem, it will be looked into and that my data would renew after my new billing cycle. It did just that but then I ran out of data in less than two weeks. I contacted them again and I was told that my plan was only for unlimited talk and text and that I only had 3G worth of data per month. I explained that no, that is not my plan, that I have been with Boost for YEARS and I had never had this problem prior. Their customer service agent told me that I had been on this 3G data a month plan for two years. I told them no, I have not. I even have an email from 2021 that shows my original unlimited data plan and that there was never an issue until last month. Now, because of them not only changing my plan with ZERO notice, and trying to say I have been on the 3G data plan for two years, which a total lie, I want to leave the company. However, when I called to unlock my phone I was told I could not get my phones unlocked because I have to wait a year after purchase. My phone is paid off, I have no outstanding balance but since I purchased a newer phone I am being penalized even though they have lied and tried to scam me? I was told they have no way of unlocking it, which I know for a fact is a total lie. This is also the second time I have complained about the company and they also blamed the other incident on me, which was not the case in anyway. So, yes, they lie, cheat and scam and all I want is for my phone to be unlocked so that I am no longer tethered to this slimy company.
Business Response
Date: 12/04/2024
November 21, 2024

Ms. ****** *********
****************************
Roselle, IL 60172

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

Dear Ms. ******************** November 11, 2024, we received your complaint,dated November 9, 2024, filed with the Better Business Bureau.

You said that you have always had unlimited data and insist you have never been on a 3G plan. You indicated that you have an email to prove it. You stated that your phone is paid for in full, and you would like it unlocked to switch to another carrier.

The copy of the email you provided does state that your plan was successfully changed to the $35.00 Talk/Text/3GB 4G ******** plan on October 25, 2021.

Your device is eligible for unlocking on April 1, 2025. Our unlock policy (which is also available on our website) states that your device must be active with Boost Mobile for 12 months before we can unlock it. Because your device has not fulfilled this, we cannot unlock it. We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it. Our records show that you paid $9.99 for your phone on March 31, 2024. You can pay the difference of this amount and the devices Manufacturer Suggested Retail Price (MSRP), to unlock the device before April 1st.

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: 12/04/2024

Complaint: 22535984

I am rejecting this response because:
First of all, I have been on unlimited data since I started with Virgin Mobile. If I WASN'T on that plan then why do I have a receipt from a Boost Mobile store showing that very plan? I saved that receipt because I KNEW, the slimy company that you are, would try and tell me I am not on that plan. I was told I was on the LIMITED data plan since 2022, by YOUR company, but I have a physical receipt to show otherwise. Why would I all of a sudden go from an unlimited data plan to something that is limited? Please answer me that?
Second of all, you ADVERTISE as contract free, there is no asterisk next to that on your website, yet you lock a phone for 12 months if you buy a phone from your comany? Is that not a contract then? If you lock someone into something, that IS A CONTRACT. So basically, it's just false advertisement on your end. Again, another slimy move.
As for your inability to unblock my phone. You can and you know **** well you can. This has nothing to do with anything other than you want to lock people in and continue to ******* and take their money. The *** guidelines state that a carrier CAN unlock a phone if a person wishes to terminate their contract early, which is exactly what I want to do. There is no wrong doing or anything illegal about unlocking my phones, it's just another excuse you are using. It's pathetic really. **** is a big company, is my measley $86 dollars a month going to break you? No. It only shows that your company has zero morals and values nothing but the dollar.
Just unlock my phones. I'm not asking for money, I just don't want to continue to give my money to a company with zero values.

Sincerely,

****** *********
Business Response
Date: 12/16/2024
December 13, 2024

Ms. ****** *********
****************************
Roselle, IL 60172

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

Dear Ms. ******************** December 12, 2024, we received your rebuttal, dated December 12, 2024, filed with the Better Business Bureau.

You indicated that I implied you are on a limited plan. You provided an email from Virgin Mobile, which shows you signed up for a 2.5G/month unlimited plan or 3.5G unlimited plan with purchase of a mobile hotspot. You also said there is nothing indicating a 12-month contract, which contradicts our contract freeadvertising. Lastly, you imply that we have the ability to unlock your phone,but we are not willing to, which does not comply with ********************************* (***) regulations.

You are currently on the $35.00 Unlimited Talk and Text w/3 GB data plan. Although you have unlimited access to the internet, the speed at which data is transmitted slows down substantially once you have reached your monthly high-speed 3G data allotment.

Virgin Mobile exited the retail business within ***************** in October 2019. In January 2020, they began notifying their customers, via text messaging, their service platform would be discontinued and accounts would be migrated to Boost Mobile in February 2020; therefore, the email you provided from Virgin Mobile,dated March 27, 2013, is no longer relevant.

Your service with Boost Mobile is contract free and you can port your phone number to another carrier without penalty at any time. Your phone was sold to you at a greatly discounted price; therefore, we require it to remain active on a Boost Mobile account for 12 consecutive and uninterrupted months before it is eligible to be unlocked. This is an industry-standard practice. Once this requirement is met,the phone will be unlocked, in compliance with *** regulations.

Sincerely,

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

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

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

Customer Answer
Date: 12/17/2024

Complaint: 22535984

I am rejecting this response because:
Yes, you clearly told me that I am on a limited plan. Both you and your employees that I spoke with on the phone and via chat. That is why I also sent the picture, that you so gracefully did not mention, in the last response, to show you that my plan is unlimited, not just to 3G. Maybe you should look at that again? Dated from LAST year, not 2022 as your company claims.
I am very well aware that the data slows down after a certain point, it had been like that forever. That is what started all this. I am not getting any service or data after a certain point now. It's been ongoing for about three months. That is why I called in the first place. I was then told that my plan had changed, which was never something I did or authorized.
And yes, I am well aware that Virgn Mobile really doesn't have anything to do with the current situation other than the fact that I have been on the SAME PLAN since the transfer to Boost. That was MY POINT, that is why I included those pictures in the first place. It was to show you that my plan started that way and was supposed to still be that way.
If I am on the plan that you now claim that I am, why do I keep getting the message that I am out of data? (Maybe actually look at the pictures this time) If it slows down, I should still get service as you claim. So, where is the service? Where is the unlimited data that I am supposed to be on because I am getting NO SERVICE.
As for me purchasing a phone at a significantly lower price that somehow qualifies that I need to stay with your company? So, if I go buy shoes at a great deal at a certain store that means I always have to buy shoes at the same store for a year? Do you realize how ridiculous that sounds? And yes, not putting an asterisk by your "no contract" on your website is extremely deceiving. If people buy a phone from your website/company, it is a contract if they are not allowed to then go elsewhere whenever they want. Isn't that the whole point of pay as you go? Apparently, not with your company, it's pay to stay because you paid less. I seriously can't stop laughing at how stupid that sounds.
I digress. As for the *** regulations, I state AGAIN, that there is NOTHING WRONG with you unlocking my phone(s) because the *** said a phone CAN be unlocked by a company prior to a contract expiring. There is NO LAW that says it's mandatory. There is no penalty for you to do it. As for the business standard, it's just a business practice. There is no law or rule in place that says it HAS to be done that way. I suppose everyone in the company would jump off a bridge too, if that were the business standard? Are you not allowed to change things or bend the rules, especially if you are higher up or have the authority? Or are you just a simple peon behind a desk?in this case, it sounds like the latter. Seriously, do you even understand how ridiculous these excuses are when you KNOW you can unlock the phones? You know it, I know it and pretty much anyone who can think for themselves knows it. At this point it's just you being ***** and wanting to be right.
If you are refusing to unlock my phones then give me my data back and reimburse me for all the weeks I no longer was able to use my phone when I was not at home. All the apps I couldn't use, all the important messages I missed, the times I got lost because I couldn't use maps, etc. Also, stop PURPOSELY messing with my service. It's rather convenient that I make a complaint and now my service is spotty and sometimes doesn't work at all. My calls drop or I can't make calls at all. It's one or the other. I will not settle for anything less at this point.

Sincerely,

****** *********
Business Response
Date: 01/13/2025
January 10, 2025

Ms. ****** *********
****************************
Roselle, IL 60172

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

Dear ******************************** 7, 2025, we received your second rebuttal, date January 7, 2025, filed with the Better Business Bureau.

You rejected our previous response because you want to know why you keep receiving the out of data message if you are on an unlimited plan. You also said that, according to *** guidelines, your phone could be unlocked prior to the commitment period expiring.

I have attempted to contact you at the phone number we have on file; however, it immediately goes to voicemail and leaving a message has not prompted you to return the call.

You are receiving the previously referenced message because you have reached your 3G data limit, which means that the transmission rate at which you will receive information is greatly reduced. Connecting to a WiFi network allows you to search the internet, watch videos, etc. without affecting your allotted data.

As you state, FCC guidelines imply that your phone can be unlocked prior to the expiration of the commitment. This is just as you state, a guideline and is not a regulatory requirement. This does not mean that you are restricted from switching to a different carrier. Your 12-month commitment is scheduled to expire on March 5, 2025; therefore, as an exception due to the limited time remaining, I have initiated the unlocking process.

However,please understand that you have a ******** device and they require a secondary code, ********, to be inputted before it is entirely unlocked. At this time,Boost Mobile has released your device from its platform and has no control over the secondary process as described.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 01/19/2025

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.

Sincerely,

****** *********
Initial Complaint
Date:11/09/2024
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 have had several issues with boost over the past 3 months. First, I was forced to upgrade from my $25 grandfather plan because I really needed data and the $10 add-on would never activate and ******* account was escalated to some kind of back end team several months back and I never heard back from them and then another escalation was done in August but by that point I had just given up and upgraded to a higher plan because I really needed the additional data and I couldn't add it on.Beyond that, I called in on Thursday, November 7th to downgrade my plan from unlimited premium to just the unlimited plan at $25 without the additional data as I no longer am in need of a higher plan. I called in because ever since I had upgraded to the plan that I'm on now my account **** tells me that my line is not active and that I've got a pending downgrade in progress despite the fact that I actually have service.On November the 7th I was told by an "account specialist" that they had lowered my plan and it would be effective as of the 8th. My bill was generated today and I owe $60. I called in to try to get some sort of resolution today and I was told that I needed to wait until after my bill is paid and that's not acceptable. I was offered a $10 credit monthly and I didn't let the *** finish so I don't know for how long it would be. I only want a credit for as long as I'm having this issue even if it's less than what was offered.
Business Response
Date: 12/05/2024
December 5, 2024

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

Re:          BBB Complaint #********
                ************ -2024-11-25004

Dear Mr. ***************** November 11, 2024, we received your complaint, dated November 9, 2024, filed with the Better Business Bureau.

You said you were forced to upgrade from your $25.00 grandfather plan to the $60.00 plan because the $10.00 add-on would not activate. On November 7, 2024, you called to downgrade your plan to the $25.00 per month one without extra data, but your account still shows as inactive and pending the downgrade, even though you have service. You were then told your plan was downgraded, but you were still charged $60.00. You were advised to wait until after your bill was paid for a resolution, which you find unacceptable. You would like to receive a credit for as long as this issue persists, even if it is less than the $10.00 monthly offer.

My attempts to contact you by phone at ************** on November 26, 2024, and December 5, 2024, were unsuccessful,but I left a voicemail on each attempt. I also sent you an email at *********************** with a request to contact me.

Our records confirm that your account is currently on the $60.00 a month Unlimited plan. However, I submitted a ticket to downgrade your plan to the $25.00 a month Unlimited one, as requested. I applied a one-time $60.00 courtesy credit to your account for the trouble.

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

              ***** *****
Customer Answer
Date: 03/27/2025
Hi, I would like to continue with this complaint.

I was told to wait for a resolution from someone from boost Mobile and I've waited 3 months and they still haven't resolved my issue.
I'm tired of this and I feel like I've been cheated.

Business Response
Date: 04/07/2025
April 7, 2025

Mr. ****** ******
****************************
********, GA 31602

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

Dear *************************** 1, 2025, we received your rebuttal, dated April 1, 2025, filed with the Better Business Bureau.

You said that your plan was supposed to be changed from the $60.00 Unlimited Premium to the basic $25.00 Unlimited plan in December 2024, but this still has not been done. You requested that your plan be changed or your phone unlocked.

As I stated in both my phone and email messages, your account was resubmitted to have it changed to the $25.00 Unlimited plan. Due to the circumstances, I unlocked your phone and provided the required,secondary OMA PIN: ****************, to complete the unlocking process. This will allow you to switch to another carrier if you choose to do so. As an extra courtesy, I applied a credit for one month of service to reactivate your Boost Mobile account (to allow you to switch carriers or to allow our system to convert your plan).

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ****** ********
Initial Complaint
Date:11/08/2024
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 viewed Boost Mobile website, where I found advertising ************ for a year with the purchase of a qualifying phone. I purchased a new iPhone 16 Pro. During programming the Boost activation app was unable to transfer my phone number from my current carrier and a new phone number was issued. I called Boost Mobile ************* and they said that I would have to add an additional line in order to transfer the number, then cancel the other line. They could not transfer my existing number to an active phone line. I asked if this would affect my current plan and was told it would not, as long as I cancelled one of the lines. I did what they suggested and transferred my current phone number, then cancelled the other phone number, before I ended the call. On 10/24/24 I received an email to view my bill. To my surprise, my bill was no longer a $25.00 bill with a $25.00 credit, it had doubled to $52.11 with no credit. I had called Boost Mobile again and was told they would submit a ticket and contact me when resolved. On 10/07/24 I received an email from Boost Mobile that a $10.00 credit was being applied to my account. I responded with why am I being billed for a free year of service? A charge of $42.11 is now pending in my bank account. Another call to Boost Mobile has opened a new ticket with no resolution. I was told the charges are a monthly payment for my phone, which was paid in full from Boost Mobile and states it on my bill. Then I was told it is for service to the phone. Which to this day, clearly states, on ****************************, ************ for a year with the purchase of a new phone. I had requested they cancel my account and refund my money when I received notification of a $52.11 bill, but they assured me that I would not be billed and the problem would be resolved in a timely manner. Now they have charged my credit card and they tell me, its been over 30 days and you cant get a refund, but we will submit a new ticket and it will be resolved.
Business Response
Date: 12/04/2024
November 19, 2024

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

Re:          BBB Complaint #********
15297351874796 -2024-11-25002

Dear Mr. ***************** November 11, 2024, we received your complaint, dated November 8, 2024, filed with the Better Business Bureau.

You said that you purchased a device with the understanding that you would receive a free year of service. However, you indicated that you were billed for the service and you would like the issue resolved.

A review of your account reveals that a ticket was previously opened to ensure that you receive a year of service. Please be advised that we are looking into this matter further, as the issue stems from you receiving a new number and not porting over a phone number.

I requested a refund of $42.11.

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:11/08/2024
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 have been subcribed to Boost Mobile as my cell service provider for several years now. During that time, I payed $35.00 a month for unlimited talk/text with 3 gigabytes of data, I simultanesouly payed for a $5.00 upgrade that provided me when an addtional 2 gibabytes of data a month. In July of this year, Boost was aquired by the parent company ************. Along with this acquisition, the company overhauled their cell service plans. They eliminated all of the old plans (including the one I was subscribed too) and replaced all of them with fully unlimited plans, some starting as low as $25.00. Recently it came to my attention that none of the old and pre-existing customers (I fall into that category) were ever switched over to the new, more inclusive plans. Instead, Boost has chosen to keep their customers in the dark. Through the guise of old cell plans they don't even offer anymore, boost has continued to charge me, and I'm sure thousands of others, $40.00 a month for 5 gigabtyes of data. That means uninformed consumers like myself are paying signifigantly more money (as much as $10.00 to $50.00 extra a month) for signifigantly less data (not unlimited), when they are currently offering unlimited plans for as little as $25.00. When I called Boost's customer service hotline, looking for answers and a credit to be added to my account, they gave me the run around. They told me customers can only switch their plans if they call and explicitly ask to be added to the new unlimited plans. When I asked to speak to the representative's surpervisor, she told me he was at lunch and then tried to offer me a wimpy $20.00 consulation prize to get me off their back. What they are doing is unethical, and deceitful to consumers. I'm hoping to be reimbursed $100.00 - $150.00 for my cumulative loses.
Business Response
Date: 12/04/2024
November 19, 2024

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

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

Dear Mr. ******************* November 11, 2024, we received your complaint,dated November 8, 2024, filed with the Better Business Bureau.

You said you were paying a total of $40.00 per month for your plan with limited data. You expressed frustration with not being automatically put on an unlimited plan, and with the customer care you received. You requested to be reimbursed between $100.00 and $150.00.

Please be aware your plan became grandfathered. You can change it at any time, but you cannot go back to this specific plan. Additionally,Boost Mobile is unable to change your plan without your permission.

Our records show you have since been placed on the $25.00 unlimited plan, and you received a $20.00 courtesy credit on November ******. Your request for additional compensation is declined.

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:11/08/2024
Type:Sales and Advertising 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 Boost Mobile website once signed into my account to select/shop for a new phone, they advertise a ******* Galaxy A35 for $149.99. Once the phone is selected for purchase the price changes to $399.99. When I contacted customer service for an explanation 'Ash' told me I needed to update my app (not true as I was on their website), and that I needed to change my plan to get that price. That information is not anywhere on the image of the phone showing the price of $149.99. They are falsely advertising the incorrect price then changing upon wanting to purchase.
Business Response
Date: 12/05/2024
December 4, 2024

Ms. ***** **********
*******************
**********, ** 21784

Re:          BBB Complaint #********
792077885268 - *************

Dear Ms. ********************* November 11, 2024, we received your complaint,dated November 8, 2024, filed with the Better Business Bureau.

You said Boost Mobile advertises a ******* Galaxy A35 for $149.99; however, when placing your order online, the price changed to $399.99. When you contacted us, we informed you that it was because the app was not updated.

A review of your account shows that on November *******, an order was placed online for a ******* Galaxy A35 for $149.99. It is currently showing in progress, but not yet fulfilled. This appears to be an inventory issue, and we expect the order to be processed soon. I was also unable to determine why you could not place this order previously at that rate. Please contact me directly at ************** or ************************ if you have any issues with your order.

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

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

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