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:10/16/2024
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 HUSBAND HAD SOMEONE STEAL HIS PHONE NUMBER FROM BOOST MOBILE ON OCTOBER 14TH, 2024 THE HACKER IS TRYING TO GET INTO ALL OF OUR ACCOUNTS!WE FILED A POLICE REPORT ON OCTOBER 15TH, 2024 WE WENT INTO BOOST MOBILE STORE, PROVIDED ALL INFORMATION TO THEM.CALLED BOOST MOBILE MANY TIMES, YET THEY REFUSE TO PUT THE NUMBER BACK ON MY HUSBANDS PHONE, NOR WILL THEY SHUT THE NUMBER OFF!THEY HAVE ALREADY CHANGED THE PASSWORDS ON SEVERAL OF HIS ACCOUNTS, AND NOTIFICATIONS KEEP GOING OFF AS THEY ARE TRYING TO GET INTO OTHETS.THE HACKER IS CONTACT FRIENDS AND FAMILY ASKING FOR MONEY ALSO.BOOST MOBILE IS DOING NOTHING TO STOP ******* HUSBAND IS MISSING WORK, AND WE CAN'T SLEEP OR FUNCTION DUE TO THE IMMENSE STRESS BROUGHT ON BY THIS IN IN INCIDENT.BOOST NEEDS TO BE HELD ACCOUNTABLE FOR THEIR FAILURE TO DO NOTHING!
Business Response
Date: 11/05/2024
October 22, 2024

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

Re:          BBB Complaint #********
304582542600 -2024-10-23040

Dear Ms. **************** October 16, 2024, we received your complaint, dated October *******, filed with the Better Business Bureau.

You said that one of your phone numbers was ported out to another provider without your knowledge or permission. You stated that your devices have been compromised and we are offering no assistance. You want your phone number returned, your account repaired and to receive compensation for these issues.

We are currently attempting to retrieve your phone number and a ticket has been created.

Below are a few steps you can take if you believe your phone is compromised:

Delete Unknown Apps - If you cannot remember downloading it and do not know what purpose it serves, it is best to be safe and delete it. You will notice these apps running in background despite         you never having seen or interacted with them before.
Keep Your Phone Updated - Regular updates will keep the phones defenses up. You want your     security system as up to date as possible.
Change your Boost Mobile PIN - This can be done through your online account or the ******************** app.
Factory Reset - This should be a last resort. A factory reset will clear ALL your data from the phone and restore it to its original, default settings. Your pictures, settings, and everything else will be erased. In this case, any hacking program will be removed from the phone along with all your files

Unfortunately,no compensation is due at this time.

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: 11/05/2024

Complaint: 22428539

I am rejecting this response because:
We are extremely unhappy with Boost Mobiles lack of empathy, and very slow response.
Having someone remotely hack into our phone and STEAL OUR Phone Number in the middle of the night!
We did everything in our power to stop the hacker in their tracks. We have owned phones for many years and have never encountered anything like this.
The very least Boost Mobile could have done was shut down our PHONE NUMBER, that we already paid a full month for.
And still Boost Mobile takes NO responsibility.
We have had to purchase new phones. Spent countless hours on the phone and in store with Boost Mobile employees. And endless sleepless nights, listening to our phones going off, because a hacker worked tirelessly to get into any account connected to our phones.
Only to be run around in circles by Boost Mobile
We WERE long term customers. Never again!
Boost Mobile your response and lack thereof is Lame at best.
Nobody should have to go through this nightmare!
In retrospect, Boost has done us a favor.
We found a ****************** charging half the price we paid for Boost Mobile.
And we can LOCK our PIN so our number can't be stolen in the middle of the night, by a REMOTE HACKER.

Sincerely,

****** *****
Initial Complaint
Date:10/16/2024
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 signed up with Boost mobile on 10/13. I called in as the app they make you use said there was a problem and to call customer service. They could not help and told they would set up a call the next day to try and resolve. They did not call back. I called again and same thing, they said they would have someone call back next day. No call back. I called again and was with multiple people trying to get a brand new iPhone 16 to be activated. They could not figure it out. They sent me to cancellations to cancel and get reimbursed. The cancellation department said they will cancel, but it will not go into affect until 11/15. And I would not be reimbursed for the money paid since the account was activated and given a phone number. The issue is they could not activate. I do not have a phone number. They cannot figure out how to get me service, but they want me to pay for a month I cannot use, since they cannot activate the brand new phone.
Business Response
Date: 11/07/2024
November 5, 2024

Mr. ******* *******
******************
Ankeny, IA 50021

Re:          BBB Complaint #********
                ************** -2024-10-23036

Dear Mr. ****************** October 16, 2024, we received your complaint, dated October 16, 2024, filed with the Better Business Bureau.

You said you signed up on October 13, 2024,but immediately faced activation issues. After multiple attempts to resolve the issue with customer care were unsuccessful, you were sent to the cancellation department who told you that you would be reimbursed for your payment for the first month. You were then told by another agent that you would not receive a refund. You requested a billing adjustment.

When we spoke on the phone today, November 5, 2024, I advised you that the Boost Mobile Terms and Conditions disclose payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.Nevertheless, I made a one-time exception to have the $13.12 payment refunded to your card on file. You thanked me for the call and accepted this resolution.

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: 11/07/2024

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,

******* *******
Initial Complaint
Date:10/15/2024
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 would like to file a complaint against boost Mobile for data connection problems. October 12th I filed a complaint with a boost care ***resentative at which I complained for the last 3 months I've been having a serious problems with loss of data connection in which my phone calls will drop or me or the other person on the other line won't be able to hear each other and our voices will go in and out/ I was receiving delayed text messages and other notification/ when people call me my phone will go straight to voicemail and my phone wouldn't ring also my internet will lose connection. The *** told me that the investigation would take three to four days and they will have a resolution for me i might even give me a credit because I stressed to them that I was paying for a service that I'm not fully rendering and is not working properly I was told to call back on my bill due date to see if I was going to get a credit pending their investigation when I call back the 15th of October I was told I would have to call back after October 22th because investigation was still going on which means they gave me misinformation also the technical team didn't allow me to send screenshots of proof to prove my complaint has merit because I also expressed them that my phone will show that I have 5G service and full bars while all of this is going on so there's no other warning other than when I try to use something on my phone that uses data to function and it don't work and then I have to turn on and off airplane mode to connect fully back to but data service. Because I work through apps on my phone to make money because of the problem I lost revenue because the app that I use to work doesn't function at all without data connection. So in conclusion I feel I deserve some type of reimbursement because I have financial damage because of the situation.
Business Response
Date: 11/12/2024
November 12, 2024

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

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

Dear Mr. ******************* October 16, 2024, we received your complaint, dated October 15, 2024, filed with the Better Business Bureau.

You said that you have been experiencing data connection issues for the past three months. You indicated that your phone registers a 5G connection while this has been going on.

Our records show that since the date you filed this complaint, you have used more than 50% of your allotted data with three days remaining in your current billing cycle, which indicates the service is working as designed. Please note, although you have a 5G connection, you will still draw from your allotted data. To prevent this from occurring, be sure to connect to a Wi-Fi network whenever available.

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:10/15/2024
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.
Unlocking a phone for a number transfered to another phone carrier
Business Response
Date: 11/07/2024
November 6, 2024

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

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

Dear Mr. **************** October 16, 2024, we received your complaint, dated October 15, 2024, filed with the Better Business Bureau.

You said that you ported your phone number and you request your device be unlocked.

Our records show the phone in question was unlocked on October 14, 2024. On October 18, 2024, you were informed of the process needed to complete the process.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:10/15/2024
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 purchase sin card 41 dollars, change , I did not know my phone was locked until after I paid for it. I went right back 4:25 pm store agent gone locked doors but car in lot, and it wasn't time to close, on Sunday Sept 29 I lost 41 dollars to the filthy liars I did not want anymore phones they keep asking 4 ssn my credit f up as is bc of other ppl i just got another data breach now who is breaching my data? I just want my monies back I pd cash and have not used this phone since.these ppl keep asking for ssn I refuse. Credit locked that what last dude wanted to go in my credit report DID I NOT SAY I HAVE LETTER OF DATA BREACH? I fo mortified I'm not a big fan of united states ppl who lie cheat and steal and they are , why you think they ask you to Trade - in " your phone ...I will not deal with this bc its like no one enforce these foreign ppl to do what's right? Ft I don't want no phobe from these foreign stores in ameruca bx this is data vreach all day long I hate yall I have to jeep filing complaints bc of these phones refurbished and lie to consumers and say it new no they're not new phone liars ..
Business Response
Date: 11/05/2024
November 3, 2024

Ms. ******** *****
3471 Fernside Pl.
**********, ** 45207

Re:          BBB Complaint #********
                ************ -2024-10-23046

Dear Ms. **************** October 16, 2024, we received your complaint, dated October 15, 2024, filed with the Better Business Bureau.

You said you purchased a *** card from a Boost Mobile retail location, but you were not informed that your device would be locked immediately afterward. When you attempted to return the *** card at 4:25 pm, the store was closed despite still being within the hours of operation. You were then charged $41.00 on September 29, 2024. You requested to be contacted and to receive a refund.

My attempt to contact you at ************** on November 3, 2024, was unsuccessful, but I left a voicemail. I also sent an email to you at ******************** with a request to contact me.

Boost Mobile retail stores are independently owned and operated; as such, they maintain their own phone inventory, set their own return, and exchange policies. Please visit the store where you purchased the device for further assistance. Should you still have difficulty with this retailer, please contact me so I may pass along the details to our retail assistance team.

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: 12/14/2024
9/29/24 purchased service at boost mobile, they locked the sim card after i paid cash i still have receipt, **** ******* ceo states boost is not supposed to ask for ssn unless purchase of phone , boostmobile they are very pushy asking for that ssn. i was told no . i did not purchase phone , but frank, ariaana ,****** all requesting ssn i only paid for service they locked sim card after i purchased phone went right back to the store it was opened these 2 folks locked the door and never returned store was still opened . called boost ********************** my phone made complaint they refuse to give information and nonies back . i never used the service , i want my monies back as i know they done this to my friend in june. they locked the sim card after you pay for it . i want my monies back.
Desired Resolution: Refund; Refund; Contact by the business
Business Response
Date: 12/23/2024
December 23, 2024

Ms. ******** *****
3471 Fernside Pl.
**********, OH 45207

Re:          BBB Complaint #********
                ************ -2024-12-27906

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

You rejected our response. You said that you would like your phone unlocked, and you expressed concern with a retail store closing early and request for your Social Security Number (SSN). You would like a refund.

Per our terms and conditions (available on our website),your phone will be eligible for unlocking after being active and in good standings for one year.

As we have already advised you, retail stores are independently owned and maintain their own policies. A notification was sent to the store in question regarding the requested refund.

The store personnel requested your SSN because it was a requirement for the Affordable Connectivity Program, which is no longer active. We regret any confusion.

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

Sincerely,

***** *********
Team Lead
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           ****** / ******* Better Business Bureau
                ***************************************************;
                ******,CO 80210
Initial Complaint
Date:10/15/2024
Type:Product 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 had purchased a phone thru them before I transferred to another carrier. I returned the phone. They received it on 10/04 and haven't refunded me for my *****. I reached out to them several times to try to get them to give me the refund. They said I couldn't get it because I wasn't a customer. But I should receive my refund. They received the product back.
Business Response
Date: 11/15/2024
November 13, 2024

*. ********
********************************************
*********, PA 15131

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

Dear *. ********:

On October 16, 2024, we received your complaint, dated October 15, 2024, filed with the Better Business Bureau.

You stated that you ordered a device, but then returned it. It was received by our warehouse, but you have not received a refund. You requested a refund be provided.

Boost Mobile policy states that a purchased device must be returned in like-new condition and with all accessories that were included.When we receive a returned device, we will determine if it is damaged, used or altered, and if so, we can reject those returns. This process can take up to two weeks after the device is received.

Our records indicate that the device was returned to our warehouse on October 4, 2024. You disputed the payment of $42.79 for the device purchase through your financial institution. That payment was returned to your bank on October 14, 2024. You also disputed the July 15, 2024, payment of $60.81. This payment was returned to your bank on October 11, 2024.

As you disputed the payments through your financial institution and have already received the funds, a refund is not warranted.

Sincerely,

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

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

                ***** *****
Customer Answer
Date: 11/15/2024

Complaint: 22420221

I am rejecting this response because:

I have not received the ***** from my bank institution. If you refunded ***** on October 14th then I should have received it by now. There's no update on my account or credit of the *****. I need confirmation please.

Sincerely,

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

*. ********
********************************************
*********, PA 15131

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

Dear *. ********:

On November 26, 2024, we received your complaint,dated November 26, 2026, filed with the Better Business Bureau.

You stated that you ordered a device, but then you returned it. It was received by our warehouse, but you have not been refunded for the purchase. You requested a refund be provided.

Boost Mobile policy states that a purchased device must be returned in like-new condition and with all accessories included. When we receive a returned device, we will determine if it is damaged, used or altered,and if so, we can reject those returns. This process can take up to two weeks after the device is received.

Our records indicate that the device was returned to our warehouse on October 4, 2024. You disputed the payment of $42.79 for the device purchase through your financial institution. That payment was returned to your bank on October 14, 2024. You also disputed the July 15, 2024, payment of $60.81. This payment was returned to your bank on October 11, 2024.

As you disputed the payments through your financial institution and have already received the funds, a refund is not warranted.

Sincerely,

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

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

                ***** *****
Customer Answer
Date: 12/02/2024

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,

A ********
Initial Complaint
Date:10/15/2024
Type:Product 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.
Yes my name is ******* ******** trying to get a refund from boost I have a credit with them and was not able to use it and would like my money back
Business Response
Date: 11/05/2024
October 16, 2024

Mr. ******* ********
***************
************, IN 46214

Re:          BBB Complaint #********
                ************** -2024-10-22979

Dear Mr. ******************* October 15, 2024, we received your complaint, dated October 15, 2024, filed with the Better Business Bureau.

You requested a refund of your credit balance.

Credits are offered as a courtesy and are non-refundable. Additionally, The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.

If 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: 11/06/2024

Complaint: 22424074
I think I should be returned my money I was misinformed that I could get my money back I never would have put it in credit if I could not receive it I was told that I could use it in the future if I knew that it would be forfeited I would have had it put back on my card right then and there I called the same day I received my SIM card and could not use it at the time seem like boost is a big company and $25 plus change should not be a big issue but for me I'm on a fixed income and I need all the money that I can get and I feel that I was misinformed at the beginning and that I should be refunded the representative told me I could use it in the future therefore I was mislead and should receive my money back
I am rejecting this response because:

Sincerely,

******* ********
Business Response
Date: 11/19/2024
November 19, 2024

Mr. ******* ********
***************
************, IN 46214

Re:          BBB Complaint #********
                ************** -2024-11-25434

Dear Mr. ******************* November 18, 2024, we received your rebuttal, dated November 15, 2024, filed with the Better Business Bureau.

You rejected our response, because you would not have accepted a credit to use in the future as you want it refunded.

When a credit is applied, it can only be used for future service and cannot be refunded.

Our records show you qualified to receive a refund under the 30-day money-back guarantee because you ported in your phone number from another provider; therefore, a refund of $26.17 was issued on November *******. Please allow 3-5 business days for processing and delivery.

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

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:10/15/2024
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.
10/4/24 I paid $94 for service and phones I was supposed to get they cancelled my order say I didn't qualify which is fine but where is my money I've called 6 different times they say it takes up to 72 hours now they are saying it could be up to a month but the can't provide me with that refund policy in writing I've asked to speak to supervisors they give me the run around and sometimes just flat out refuse to transfer me. They honestyhave the worst customer service I've ever dealt with
Business Response
Date: 11/05/2024
October 24, 2024

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

Re:          BBB Complaint #********
                ************** -2024-10-22984

Dear Ms. ******************* October 15, 2024, we received your complaint, dated October 15, 2024, filed with the Better Business Bureau.

You said you paid $94.00 for a device and service, but the order was canceled and you have yet to receive a refund. You also expressed concern with the customer service you received.

Because your order was canceled, no monies were taken and a refund will not be issued.

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,

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

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

                ****** ********
Initial Complaint
Date:10/15/2024
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 10/13/2024 i was charged 100 dollars ( two increments of $50) for my boost bill two withdrawals were on hold for 10/15/2024. I called boost I talked to three supervisors. one hung up in my face, the other young lady said that they don't put money on hold, and the other told me there could have been a glitch in their system. I was informed to contact my bank and have them look at my account and if there was another charge call boost back and they would gladly release the funds in 24 to *************************************** to take called my bank was informed that the payment was there on hold and has a expiration date for the 24th to be released. I called boost back to let them know talked to a Christian,and ****** and was told by both of them there was nothing they could do because they didn't see the funds on there end and I would have to call my bank back to see if they can release the funds. (?) after my bank said it was there BOOST has what is called a( pre-off hold) on my account. ****** said they do not put holds on money for phone bills but looking at the picture someone did can you please help me with getting my held funds released.
Business Response
Date: 11/06/2024
November 5, 2024

Ms. ******** ******
******************************************
**********, ** 45239

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

Dear Ms. ***************** October 15, 2024, we received your complaint, dated October 15, 2024, filed with the Better Business Bureau.

You said that you were charged $50.00 twice on October 13, 2024, and the funds were placed on hold. You called your bank and they told you the hold was placed by Boost Mobile. When you called customer care to discuss the issue, one of three supervisors hung up on you. You requested the funds be released from the hold.

A review of your billing history shows that only one payment of $50.00 posted on October 13, 2024. Thereefore, any other holds placed should have been released. Please confirm with your financial institution.

We apologize for any inconvenience this has caused.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:10/15/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a Boost customer for years, though I recently changed my number and got a new phone several months back. My issue is that in October an upgrade occurred that has since, ruined any chance at maintaining even the most basic of functions on the phone. It is in a constant state of not being able to recognize or pick up network capabilities and Ive tried talking to their automated chat (which is a joke), and leaving reviews (which indicate I am not the only one to feel the effect of said changes). The phone will connect to my internet within my home, with basic app accessibility, however, once I leave my home, will not. I went on a trip last weekend and not once on the drive home did my Maps connect and only by ***** was I able to make it back home. Attempting to send a text or message also would not work and I can no longer argue paying for a phone bill when I cannot use its basic functions. Since the October upgrade, the no symbol (circle with line through) is only what shows and in the few moments it stops is when texts from days ago will come in. As I stated, reading reviews it seems I am not the only one and when I speak to Boost about it, they only say it has to be my phone. Yet my phone IS a Boost phone, so how is it that they have no solution or even knowledge of how to fix something quite major? It has been utterly frustrating to find a solution on my own.
Business Response
Date: 11/11/2024
November 10, 2024

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

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

Dear Ms. ***************** October 15, 2024, we received your complaint, dated October 15, 2024, filed with the Better Business Bureau.

You said that after an upgrade in October 2024, your phone no longer functions properly, specifically issues with texting and using the **** You indicated that you have only been able to connect using your home Wi-Fi. Despite contacting customer care via chat, you received no assistance and we insist the issue is with your phonenot the network. You requested these technical issues be resolved.

When we communicated via email on November 3 and *******, I informed you that a review of your account shows no record of any calls/chats indicating these issues have been reported. I provided you with the phone number to our customer care team. I advised you to work with them to resolve this issue, and I would escalate if needed.

If there are further questions or concerns about this,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: 11/11/2024

Complaint: 22423335

I am rejecting this response because:
Though the file here that I logged into indicated some new information, your emails to me did not imply the correct lingo. If your first sentence was to indicate on MY part, that I had not done anything, that is incorrect. I was even given the 'technical support number' that I did end up calling this morning and filed an official complaint, though I was under the presumption it was a call that was being escalted to the actual technical support team. Except it was the ************* number for **********************, so I wasn't even given correct information (according to the email). I spoke with a gentlemen, ****- who was very helpful, but simply told me that he was regular customer care and could create an actual file for it, since no one else was interested in helping me and that hopefully within a week I would hear back from them. However I placed a review for the Boost App (10/8/24) which is still there, I can provide the screenshot if need be, and contacted support through their online website, when last I checked was still accessible on the chat- however I can no longer log in because when it's supposed to send me a code to confirm logging in, I never get the text until the middle of the night. But I absolutely have done my own part to indicate such to Boost mobile. If nothing the review of 1 star on 10/8/24 showed when I first began attempting to find my own solutions. Now I realize why.
Sincerely,

******* ******
Business Response
Date: 11/25/2024
November 22, 2024

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

Re:          BBB Complaint #********
                ************ -2024-11-25875

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

You rejected our response as you were under the impression the customer service number would connect you with the technical support team. The agent you spoke to was very helpful, but informed you that he was in customer carenot technical support. You filed an official complaint and you were told that you will hopefully be contacted within a week.

My attempt to contact you by phone at ************** on November 22, 2024, was unsuccessful, but I left a voicemail.I also sent you an email at ************************ with a request to contact me.

After listening to the November 11, 2024, call,the complaint you filed was regarding your original BBB letternot the specific service issue. Due to this, the complaint filed does not address your service issue, but is being escalated to address it. In order to address this service issue, you will need to work with our customer care team to troubleshoot your device/network. Please note: it may be escalated if we are unable to resolve the issue through normal troubleshooting.

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

              ***** *****

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