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

4,973 total complaints in the last 3 years.
1,510 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:10/21/2024
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 ******** phone through boost mobile as a upgrade from my ******* phone and it's been nothing but problems as far as the **************** goes I'm either constantly being kicked off the Internet or I'm completely losing a Internet connection on which it's supposed to be 5g I've never had these problems with my previous ******* phone so this is clearly not a upgrade it's causing problems with my job and everything all I'm asking is for boost mobile to swap the phone out for a phone that's not defective because this one clearly is boost mobile is who sold me the defective phone as a upgrade they should honor their sale by replacing this defective phone with a good working phone especially since I've been a customer of theirs for multiple Years this has been the very worst service I've ever had since I've been using a cell phone I call customer service they act like they don't want to put a supervisor on the phone and once a supervisor gets on the phone if it really is one just wants to do the same thing the person before them does they troubleshoot the phone every other day even put new network on the phone and it's not fixing anything please just swap the phone out with a phone that's not defective it's all I'm asking for especially since they are the ones who sold it to me as a upgrade in which it clearly isn't
Business Response
Date: 11/14/2024
November 13, 2024

Mr. **** *****
8940 Ebro Ct.
**********, ** 45231

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

Dear Mr. **************** October 22, 2024, we received your complaint, dated October 21, 2024, filed with the Better Business Bureau.

You said you upgraded to a ******** phone from Boost Mobile, but it has had constant connection issues, often losing 5G service. You stated that despite multiple calls into customer service, troubleshooting and updates being sent, the issues persist. You requested a replacement.

My attempts to contact at ************** on November *******, were unsuccessful, but I left a voicemail. I also sent you an email at *********************** with a request to contact me.

Our records show that on October 21, 2024, a customer care agent advised you to contact the manufacturer to inquire about a replacement for your device, as you had no insurance. Your account notes also indicate that troubleshooting was attempted, but no resolution was reached.

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:10/21/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered the brand new iPhone 16 Pro Max on September 20th. It was supposed to ship on the September 20th then I received an email on the 21st say it would ship on October 4th. Then on October 27th I received an email that it wouldn't ship until October 18th. I called and cancelled my order on the September 27th. I was supposed to receive $167.00 as a refund. I was told 72 hours I would receive my refund. That didn't happen. Then I was told 7-10 business days. That didn't happen. It is now Monday, October 21st and I am still without my refund of $167. I have been told that it's nothing boost mobile can do. I have spoken to multiple departments and supervisor and no one has fixed the problem. I have filed a complaint with my bank to dispute the transaction, but I also want to make sure everyone knows to be weary of doing business with Boost mobile because they steal money.
Business Response
Date: 11/14/2024
October 31, 2024

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

Re:          BBB Complaint #********
                ************ -2024-10-23506

Dear Mr. **************** October 22, 2024, we received your complaint, dated October 21, 2024, filed with the Better Business Bureau.

You said you ordered an iPhone 16, but you canceled the order shortly thereafter. You were informed you would receive a refund, but you have not. You also indicated that customer care was unable to provide a resolution.

A refund of $167.00 was issued to the card ending in 9573; please allow 3-5 business days for processing and delivery.

We apologize for any inconvenience this may have caused.

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

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:10/21/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Fraudulent Misrepresentation received mobile phone expecting the advertisement for $25 for life . Then I received a overdraft fee from my bank $150.00 by a company I didn't know ******************* turns out now I owe $1200.00 . So I contacted Boost Mobile attempting to return the phone.I was told by staff to contact ******************* . Several calls unable to contact Progressive Leasing left messages on automated system . So I called Boost Mobile and the Worker Hung up in my face . Lease listed Boost Mobile / Z Cellular Lease ID# ******** Date 10/04/2024 > Fraudulent Lease to buy # ************ , Boost Mobile # ************ . I'm Handicap mobility problems critical care patient only wanted cellphone for emergency contact . I thought the young man was assisting me turns out to be a serious problem for me $150.00 for 25 months. Buy out cost of rental Cash Price $500.00. Please help me solve this problem Disabled on Social Security . No other way PLEASE < PLEASE PLEASE HELP ME . RETURN And Adjustment Discontinuance / Boost ***** ******************************************
Business Response
Date: 11/15/2024
November 14, 2024

Ms. ******* ********
***************************************>*****************

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

Dear Ms. ******************* October 23, 2024, we received your complaint, dated October 21, 2024, filed with the Better Business Bureau.

You stated that you purchased a device at a ******************** retail store, and it was financed through a company called Progressive *********** attached copies of the lease agreement. When you found that the monthly payment would be $100.00 plus $50.00 for the service, you attempted to return the device to the store. They told you to contact *******************, but you were not able to reach anyone there. You also indicated that you called Boost Mobile and you were hung up on. You requested assistance.

All Boost Mobile retail stores are independently owned and operated and we are therefore, unable to directly assist you with the return of the device and the cancellation of the lease agreement. However, we have submitted this information to our relationship management team, who will work with the retail store you visited to try to reach an amicable solution. A member of the store management may contact you directly.

We strive to provide excellent customer service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be shared internally with the appropriate personnel.

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: 11/16/2024

Complaint: 22453762

I am rejecting this response because: Basically a discussion regarding the resolution for this complaint has not been fulfilled as of November 16th,2024 . Awaiting more information 2 Employees visited my home unable to reach me by phone , honestly I was a bit scared and uncomfortable . **** team investigating the incident.
Thanks
Sincerely,

******* ********
Business Response
Date: 11/27/2024
November 27, 2024

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

Re:          BBB Complaint #********
                ************** -2024-11-26194

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

You rejected my response, as a resolution has not been reached since you are waiting for an investigation to be completed.

After filing your complaint, an investigation was opened regarding your concern for the financing agreement with *******************. We are working with the store to have this agreement canceled at your request. In the interest of customer service, we will refund the payments you made on October 2 and November 14, 2024, totaling $108.00. I will contact you once additional details become available. We regret any inconvenience this may have caused.

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

Sincerely,

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

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

                ***** *****

Customer Answer
Date: 12/02/2024

Complaint: 22453762

I am rejecting this response because: NOTHING has been resolved Mr ***** stated SENDING phone in the mail OK no phone . no check....Nothing received ************** Staff appeared at my HOME without my permission I notified ********** I felt very uncomfortable by this visit . Stating they came here because I wouldn't;t answer my phone . Told me to come to the store to pick up another phone I immediately told them I'm never going in that store . He questioned my daughter after ringing my door thinking it was me , I was very confused that after leaving he told my daughter to do it away come and get the phone . Already had said no ...... This case is far from being resolved nothing received just fake promises ,fraudulent representation . I have cameras that has video and audio I have the comments made by Mgmt . Also the vehicle they arrived in . I informed Mr ***** he stated he will send another phone and no commit on when nor when the check would arrive this event still has me in overdraft and He advised me that I need to call the store for reimbursement on there end . I know that won't be possible so I filed a complaint with the ************************ , ********; and Attorney General . Police report in progress so I emailed Mr ***** ****** and texted ********** Thanks please resolve this issue it shows disrespect in no way this is fair to anyone to be taken advantaged of while they laughing with no intentions of doing the right thing . Several cases has been filed against this same Boost Mobile Location and bad reviews .

Sincerely,

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

Ms. ******* ********
***************************************>*****************

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

Dear Ms. ******************* December 11, 2024, we received your second rebuttal,dated December 11, 2024, filed with the Better Business Bureau.

You indicated that nothing has been resolved. You stated that two employees came to your house and told you to come to their store for another phone, but you refuse to visit the store ever again. You said you had videos and audio available. You stated that ***** offered to send you a new phone and that you would have to call the store for any additional compensation. You did not receive a phone or a refund check.

******************* sent you a box to return the device purchased from their store with the understanding that the financing agreement would be canceled afterward. We received confirmation that the ******************* financing agreement has been canceled. We received the audio/video recordings and these will be reviewed internally. ***** from our relationship management team confirmed that he did not offer to send you a new phone, but he did relay to you the retail store offer as you mentioned that the store was trying to contact you to offer you a new device.

******************** received $108.00 from the retail store as payment for cell phone service. We refunded this amount by check on November 26, 2024. Please allow three to four weeks for processing and delivery time.

As a reminder, all Boost Mobile retail stores are independently owned and operated. Boost Mobile has refunded the monies that we received in relation to your account. Please continue to work with the representatives from the retail store and our relationship management team to resolve any other issues or to seek additional compensation.

Sincerely,

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

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

                ***** *****
Initial Complaint
Date:10/21/2024
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.
My phones were locked under Boost without my permission. My phones were paid in full for some time and one of the phones I did not purchase from them. They have no right to lock my phones. Then I called to have them unlocked and I was transferred to 3 different people. The third ****** helped but then text my Mom's number that is under my account and I Pay for. My mom can barely operate her phone, lives in another state, and the pin number to transfer service for her phone was text to her. I asked why in the world they would do this when she doesn't pay the bill? I pay the bill. This is my account! Also, they take days to unlock my phone. They don't unlock on the spot like they used to. The representative could not tell me how long it takes to unlock my phone just that I will receive an email. They have no right to lock phones they do not own and the audacity to take their time about it with no specified time period. I WANT "MY" PHONES UNLOCKED NOW! I have to wait around waiting for an email I have no idea when it is supposed to arrive and no one at Boost can tell me!
Business Response
Date: 11/14/2024
October 31, 2024

Ms. ****** ******
***********************
************** 23059

Re:          BBB Complaint #********
                ************ -2024-10-23502

Dear Ms. ***************** October 22, 2024, we received your complaint, dated October 21, 2024, filed with the Better Business Bureau.

You said your devices are locked and you requested they be unlocked. You said you were transferred to several people and you expressed frustration with your mothers port-out PIN being sent to your mothers phone number and not yours.

When we spoke, I informed you that both devices on the account are 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).

I attempted to inform you that the port-out PINs are sent to the phone numbers they are associated with and I cannot provide you with your mothers port-out PIN for security purposes, but you refused to listen.Port-out PINs were sent to the devices ending in 7862 and 7856.

We apologize for 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:10/21/2024
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 paid my bill last thurs oct 17 it was late cuz i switched bank accounts and forgot to give them my info so phones got shut off i called right away and paid 280 and well its now monday oct 21 still no phone cant make calls on on any of my phones ive contacted them numerous times and every time something different theyll be on in a hour , 24 hours
Customer Answer
Date: 10/25/2024
i reached out to you guys few days ago i paid my bill 280 for four lines i forgot to switch banks so i called paid it right after i got text phones were shut off .All my phones couldnt make or receive calls for about six days i called everyday and nothing we have a ticket to fix it finally six days later it is fixed but now on my account is ***** charge for something when corporate *** ***** called about my complaint i told him about it he said it will take a few days to remove it i dont see why also to be compensated for being out a phone for almost a week all they give is $50
Desired Resolution: Refund
Customer Answer
Date: 10/26/2024
this is my third of complaint with boost on October 17, I received a text stating my phones were shut off due to nonpayment so I called them made the payment with my Mom debit card and after that my phones were shut off for about a week now today October 26 i received a bank statement stating they did, take the money out of my account so I was double charged for the phone bill and then I got my phone shut off for a week boost has been giving me a runaround. Took seven days to get my phones on and now its saying theyre putting a ticket in for being double charged and that could take a while. Im highly upset. Im a single mom of three kids and now come to find out they almost had $600 of mine and I was for a week with no phone for a week. How much
Desired Resolution: Refund
Business Response
Date: 11/05/2024
October 25, 2024

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

Re:          BBB Complaint #********
444822809175 - *************

Dear Ms. ******************* October 21, 2024, we received your complaint, dated October 21, 2024, filed with the Better Business Bureau.

You said that you paid your bill, but your service was not restored. You would like to receive service or a refund.

When we spoke by phone today, I advised you that we are looking into what took place,and I apologized for the inconvenience. You informed me that your service is now operational, and I confirmed that you received a $50.00 credit. I agreed to add an additional $10.00 courtesy credit to your account, which you accepted as a resolution.

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:10/21/2024
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.
10/07/2024 Refused to add insurance coverage to my plan Told me to call customer service #*** ****************** Told me to go into the store.I went to the store, and they told me to call customerservice#*** "get your insurance when you get an upgrade"this issue is unresolved
Business Response
Date: 11/15/2024
October 30, 2024

Ms. ******* ******
**********************************
**********, IN 46383

Re:          BBB Complaint #********
                ************ -2024-10-23677

Dear Ms. ***************** October 23, 2024, we received your complaint, dated October 21, 2024, filed with the Better Business Bureau.

You said customer care and the retail store refused to add insurance to your plan. You requested a credit/refund.

My attempts to contact you at ************** on October 29 and 30, 2024, were unsuccessful, but I left a message each time. I also sent an email to *********************** with a request that you contact me.

Our records show Boost Protect is active on your account. Your request for a credit/refund 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:10/20/2024
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.
9/19/24 sales ad $42.99 for a phone. Pay now or payment plan. Nothing stating a service plan change. 9/20/24 upon checking for tracking # I find a plan change And $202 charge. ($202 fixed on next bill) ****** CS. Phone already shipped. I was given an RA# to return phone. Received email confirmation but no return label. ****** back. Told label is in the email. Then told Another email have it in ***** hours. 3rd time *** said 3-5 days. This is all in the same call same CSR. Asked for a supervisor. ********** said its in the email when I get it. Got it, no label. Then says I have to pay to return. It was returned unopened not even the shipping box. Cost $15. Their misrepresentation and I have to pay? Boost received 9/25/24. 10/9/24 called to find out about my refund. CSR 1 said wrong ***** Sent to #2 that sent me back to 1st dept to talk to #3 who hung up on me after saying she will put me on hold while she processes refund. ****** back. Transferred to Customer Resolutions. I was told it would be escalated and a ticket #. It would take 3 days. ****** 10/17/24. Hung up on. ****** back. Again multiple answers to the same question talking to same CSR. #1 refund already processed. I asked Where? #2 changed to warehouse does them item received. I gave tracking, date, time, and employees name off of *** POD. #3 there is a processing time frame. *** should have never been told 3 business days. Checks and oops we are past that time. #4 last Sup should never put in a ticket. #5 then it changed to *** put in the wrong ticket. Now she has to escalate for investigation. So now a month later I am still out $43 for the phone and $15 for shipping back a phone that was misrepresented in the sales ad. View my account usage. Why would I double my service cost to save $200 on a new phone when you can see I just activated a new phone? This was to be a spare. Refund $43 owed & the $15 if no other reason than this ******************** of this sad customer service. This is short version.
Business Response
Date: 11/15/2024
November 15, 2024

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

Re:          BBB Complaint #********
                ************ -2024-10-23355

Dear Ms. ******************* October 21, 2024, we received your complaint, dated October 20, 2024, filed with the Better Business Bureau.

You said that on September 19, 2024, you ordered a device online from our website, and there was no mention of a plan change. The next day you went online (to obtain a tracking number for your order) and found a plan change was initiated with a $202.00 charge for your next bill. You then contacted customer care to return the device, and you were given conflicting information on the process. You mentioned that you have not received a refund.

You responded to my email and confirmed the refund was received and you consider the matter resolved.

Our records show you ordered a ******* Galaxy A15 at a discounted cost of $39.99 plus tax, which was at a discounted price. If not activated within 60 days, you would have been charged full price for it. When you order a device online and decide to return it, you are responsible for return shipping costs. Our review found nothing having to do with a plan change. As an exception, I applied a one-time $26.00 credit to your account.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 11/15/2024

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,

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

I have received my refund. I agree with that. Here is the ad that was posted after my purchase. This is what original CSR would quote. This information was not on the sales page I purchased from. As you see the price depended on plan change and activation in 60 days. That was where I was mislead by the original ad. It did not say plan change. Only payment options. Wanted you see it did say plan change after my purchase. That is why I returned it.
Initial Complaint
Date:10/20/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to set up service for two weeks. The computer system refuses to connect my credit acceptance with my application. I have tried several different times in my account keeps getting locked.
Business Response
Date: 11/13/2024
November 12, 2024

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

Re:          BBB Complaint #********
                ************** -2024-10-23344

Dear Ms. **************** October 21, 2024, we received your complaint, dated October 20, 2024, filed with the Better Business Bureau.

You said you have been trying to get service for two weeks, but the system is not connecting your credit acceptance with your application. After several different attempts, your account keeps being locked.

Boost Mobile used information from your application and a consumer credit reporting agency to determine that you are not currently eligible for our service, which includes wireless and/or the ability to finance your mobile device(s).
The credit score used is a generic telecommunications score that predicts the likelihood a consumer is going to pay their bill. It is based on your credit report at the time of your application, which is subject to change. For more information about credit reports and your rights under federal law, visit the *********************'s website at **********************, the ************************'s website at *********** and the ************************************'s website at ************.

Thank you for your interest in Boost Mobile.

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:10/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Sept 23 2024, i ordered an iPhone 16 pro (1 year phone service included) from boost mobile online. I received my phone and activated service early October 2024. I had issues with coverage and data speeds since day 1 of service (4 -12 mbps). After many attempts with boost customer care to trouble shoot. However, no improvements to coverage. Finally, on October 18 2024, I called in customer serivce again and stated that i would need to cancel service if this poor coverage and data speeds continue. A boost customer service/tech support specialist suggested I do an internal network switch. He suggested (and i agrreed) to move my current coverage from boost ATT to Boost's native network (Also known as Rainbow eSim). However in the middle of processing the change, the tech specialist informed me that he was unable to do it and instructed me to visit one of the boost retail store to have a store team member help me with the network change. I do not live close to a boost retail store, but I had no choice. On October 19 2024, i arrived at the boost store and the boost store *** informed me that customer service and tech support should not have instructed me to visit a boost store because they were unable to make the network changes. The boost store *** was very nice and helped as **** as posiible and he called customer support and was able to get a supervisor involved.. The supervisor stated that he was able to process the network change, however, it would take up to 4 hours to complete and my phone service would be temporarily disconnected. The supervisor also stated that he would issue me a $10 credit on my account for the inconvenience. As of today, Oct 20 2024, I still have no service on my phone and my issue has not been resolved, This is unacceptable to not have working phone service on my phone. I can not make or receive calls and I use this phone for business and I would like this to be reoslved ASAP! or give me a port out pin and full refund.
Business Response
Date: 11/14/2024
November 13, 2024

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

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

Dear Mr. ************** October 21, 2024, we received your complaint, dated October 20, 2024, filed with the Better Business Bureau.

You said that you purchased a phone online, but had coverage and data speed issues.After speaking to multiple representatives, there was an attempt to switch your service to the Native Network, but it failed and you remained on the AT&T Network. You requested this issue be resolved or to receive a full refund.

When we spoke today, you said no one has contacted you and you are still experiencing the same issues. Since moving to the DISH Wireless Network or Native Network failed, I suggested that we try to switch you to the T-Mobile Network. Based on our coverage information for the three networks we utilize,this should resolve these issues.

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:10/19/2024
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 currently have a boost mobile account. I have been trying to add a line to my account so I can have my wife on my plan but every time I try to buy a phone with it errors out on the payment screen. I have tried over ten different credit cards I have and my information and address is correct. I don't know if for some reason I am blacklisted to purchase a new device but my account is in good standing with boost mobile and pay my bill on time each month.
Business Response
Date: 11/25/2024
November 22, 2024

Mr. **** *******
10154 Asta Trl.
**************************;

Re:          BBB Complaint #********
                ************ -2024-10-24379

Dear Mr. ****************** October 31, 2024, we received your complaint, dated October 19, 2024, filed with the Better Business Bureau.

You said you have been trying to add a second line to your account, but an error is preventing you from doing so on the payment screen. You mentioned that you have tried ten different credit/debit cards and your account is in good standing.

Due to system limitations, you are unable to add a second line to your account. If you want a second line, we recommend visiting a Boost Mobile retail store and opening a separate account

We regret any confusion or 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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