Business Profile
Mobile Phone Service
Boost MobileHeadquarters
This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,971 total complaints in the last 3 years.
- 1,510 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/06/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a phone through Boost Mobile I used Boost Mobile for 4 Months I requested that the device be unlocked so I could use on another network I'm being told the will refuse to unlock until June 2025 (8 months from now)I do not owe any money to Boost Mobile I own the device This is an FCC violationBusiness Response
Date: 10/29/2024
October 10, 2024
Mr. **** ********
******************
*******************
Re: BBB Complaint #********
************ - *************
Dear Mr. ******************* October 7, 2024, we received your complaint, dated October 6, 2024, filed with the Better Business Bureau.
You stated that you purchased a device online and recently elected to switch providers. You were informed your device cannot be unlocked until June 2025. You requested your device be unlocked.
Boost Mobile will unlock a device under the following circumstances:
?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months
For more information on our unlocking policy, please visit *************************************************************.
A review of your account reflects that you received a significant discount on your device, as you only paid $99.99 for the ******* Galaxy A25. Please note that the **** of this device is $299.99. Therefore, we decline your request to unlock the device. As long as you meet the requirements listed above, the device will be eligible for unlocking on June 18, 2025.
We regret any inconvenience you may have experienced.
Sincerely,
******** ********
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************************
****************
****** SteffaniInitial Complaint
Date:10/06/2024
Type:Service or Repair IssuesStatus: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.
This telephone carrier has made it difficult for me to log into my bank accounts, social accounts, and their accounts. This activity is causing damage. My telephone number is unrecognizable from all aspects and Specialist ******* whom I spoke to earlier declined to give me accommodations for these technical support issues that has made it hard to pay any of my online bills that are due. I will include three supporting documents to show the telephone number is invalid as of right now and I called them various times about the issue and nothing has been done by this phone carrier.Business Response
Date: 10/31/2024
October 31, 2024
Mr. **** ****
********************************************
**********, ** 20009
Re: BBB Complaint #********
************ - *************
Dear Mr. *************** October 7, 2024, we received your complaint, dated October 6, 2024, filed with the Better Business Bureau.
You said you reported mobile application issues that have not been resolved. You mentioned that the agent you spoke with declined to provide any accommodations.
When we spoke on October 31, 2024, I confirmed a ticket was opened regarding these issues that shows as resolved on October *******. You said you have three accounts with another company and can access the mobile application for two of the accounts, but not the third. I advised you that I would reopen the previous ticket to see if there is anything else to be done.
As a courtesy, I applied a $25.19 credit to your Boost Mobile account to cover the next month of service.
We regret any inconvenience you may have experienced.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:10/05/2024
Type:Service or Repair IssuesStatus: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.
Well I bought a phone on boost mobile website september 13th I received it september 17th or 18th I tried to activate the phone it wouldn't work I called customer service numerous times I got the run around every time I called they did the same trouble shooting every time I called nothing worked they told me I had to wait 24 hrs n see if it works so I waited the 24 hrs n called them back to do the same trouble shooting they did the day before n still not working... 4 days go by still not working I called again to have them ship a new sim card for the phone I received it 3 or 4 days later still not working I call them to get my money back and speak with a manager the guy I was speaking with told me I can't speak with one so I paid for 2 them she months of service already and the phone don't work.. I called tonight October 5th to speak with someone to get my money back and ship the phone back to them she asked me for my phone number I gave it to her they asked me if they can send a one time text to verify the account I told them it don't have service to receive anything she's like I can't verify ur account then I just want my money back they keep giving me the run around n got horrible customer service. I got pictures of what I paid to them and I got a picture to show I have no usage on the phone. I called them for a refund they told me to see what they can do when I called to get a new sim card all they gave me was a 10 dollar credit to my account that I couldn't useCustomer Answer
Date: 10/15/2024
So I bought a phone thru ************************** 9/14/24 had to pay 34 dollars to set up the phone I got the phone in the mail I couldn't make call or receive them or message I called customer service they tried to trouble shoot the phone and still nothing I called back like 3 hrs later they tried to do the same trouble shooting as the first ****** this time she told me to wait 24 hrs and call back if nothing is still working so I waited the 24 hrs it still wasn't working. So I kept calling customer service just to get the run around it's been over a month I can't use the phone I ordered they won't do anything about it but keep charging me for service I can't get into my account bc it's asking for a one time code to be texted but it won't receive any cause of no service so I can't take my card off file. I want something done this is the second time I put a complaint on I haven't herd anything back.
Desired Resolution: Refund
Business Response
Date: 10/29/2024
October 24, 2024
Ms. ***** *****
N6328 Onondaga Dr.
******, WI 54155
Re: BBB Complaint #********
************** - *************
Dear Ms. **************** October 7, 2024, we received your complaint, dated October 5, 2024, filed with the Better Business Bureau.
You said that you purchased a phone on September 13, 2024, but you could not activate it. Therefore, you requested a refund, but you were never contacted.
As stated in my latest email to you, I sent a return shipping label to the address we have been communicating on and advised that once I receive the device, in its original packaging, I will initiate the refund process.
Please note that the refund process includes verifying the phone has not been activated on another network and matches the phone we have on record to the one that you purchased.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************;
******,CO 80210
****** ********Initial Complaint
Date:10/05/2024
Type:Product IssuesStatus: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 09/26/2024 I PLACED AN ORDER FOR TWO PHONES THROUGH BOOST MOBILE. ON 10/03/2024 THE PHONES WERE RETURNED TO BOOST MOBILE UNOPENED. BOOST MOBILE STATED I WILL RECEIVE MY REFUND ONCE THE DEVICES WERE RECEIVED. INSTEAD OF REFUNDING MY MONEY OF $195.24, THEY ISSUED A BILL CREDIT TO AN ACCOUNT THAT I DON'T HAVE. I DO NOT HAVE AN ACCOUNT WITH **********************.Business Response
Date: 10/28/2024
October 21, 2024
Ms. ******** *****
**************************************************************************************;
Re: BBB Complaint #********
************** -2024-10-22272
Dear Ms. **************** October 7, 2024, we received your complaint, dated October 5, 2024, filed with the Better Business Bureau.
You said that on September 26, 2024, you placed an order through Boost Mobile for two phones. On October 3, 2024, these devices were returned to Boost Mobile unopened. You were informed that you would receive a refund, but instead you were issued a credit on an account that you do not have. You requested a refund, as initially promised.
Our records confirm that two refunds of $97.62 were issued on October 4, 2024, totaling $195.24 (the original amount you paid).
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
***** *****Initial Complaint
Date:10/05/2024
Type:Service or Repair IssuesStatus: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 haven't had internet service on my Boost Mobile phone for a month other than September *****, 2024, briefly when I've been in town, and a few sparse moments. I used to have it periodically. I get messages to connect to wifi regularly and I have been disconnected from the internet but yet the internet is turned on. Also, I have been unable to make calls, calls drop, and I have been able to use voicemail on a regular basis for quite some time. Messages and pictures also don't send in a timely manner. I contacted customer service online but they were unable to help me. I'm dissatisfied with the service I've received, especially this past month. I'd like satisfactory phone and internet service.Business Response
Date: 10/31/2024
October 30, 2024
Ms. ***** ******
*****************
************** 49307
Re: BBB Complaint #********
758697182007 - *************
Dear Ms. ***************** October 7, 2024, we received your complaint, dated October 5, 2024, filed with the Better Business Bureau.
You said you have been having issues with your Boost Mobile service and when you contacted us online, no resolution was achieved.
As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website ******************************), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings, basements, walls, and various other ************* a result, customers may experience difficulty making or receiving calls while indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such.
A review of your account does not indicate any service issues have been reported. I recommend that you contact customer care at ************** when you are experiencing service issues, so proper troubleshooting can be completed.
As a courtesy, I applied a service credit for one month 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: 11/02/2024
Complaint: 22385647
I am rejecting this response because: I would like another month of credit since I have non-existent internet service at my residence, poor phone service, and slow and poor messaging. I regret the non-satisfactory service I've received from Boost Mobile. I was expecting better quality service. Thank you for your assistance.
Sincerely,
***** ******Business Response
Date: 11/18/2024
November 15, 2024
Ms. ***** ******
*****************
************** 49307
Re: BBB Complaint #********
************ -2024-11-25343
Dear Ms. ***************** November 14, 2024, we received your rebuttal, dated November 14, 2024, filed with the Better Business Bureau.
You said you rejected my response, as you would like another month of credit due to poor service at your home.
A review of your account indicates it went into a non-payment disconnection on November 30, 2024, and the $30.00 credit previously offered was not issued. On November 15, 2024, I applied a one-time $30.00 credit to restore your service; as an additional courtesy, I issued another one-time $30.00 credit (total value $60.00).
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: 11/19/2024
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:10/05/2024
Type:Product IssuesStatus: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 9/19/2024 I called in and ordered a cell phone. The A35 on their payment plan. The person took the whole amount of ******. I immediately asked for a supervisor who told me he canceled the order. I then called back to oder the A25 5g. After I ordered thT phone I received a email telling me I could get the same phone I had just paid ****** for in the store for ***** so I called and canceled that phone and was told again that both phones were canceled. I have been trying to make return but they are refusing to help me. I now have no service because it's suspended. I am disabled and a senor citizen anand am forced to keep a phone I don't want and can't use anyway because I don't have any service. Please help...Business Response
Date: 10/28/2024
October 23, 2024
Ms. ****** ******
************************ A
************, ** 19121
Re: BBB Complaint #********
************ -2024-10-22268
Dear Ms. ***************** October 7, 2024, we received your complaint, dated October 5, 2024, filed with the Better Business Bureau.
You said you attempted to finance a device, but you were charged the full amount instead. You stated you were told your order was canceled, but you still received the device. You ordered another device and want it canceled. You said your efforts to return the devices were unsuccessful, and you received no assistance. You also expressed frustration with your service being suspended. You requested a refund.
Customer care agents are unable to cancel orders unless the option is available; in your case, it was not. You would need to work with *** to have the devices sent back to ********************.
Our records show your request to return the devices was approved; emails were sent to *********************** with return instructions. I also sent an email to *********************** with the return labels and return authorization numbers. Please write RA-9533-******-8360 on all sides of the Galaxy A25 box and RA-************ on all sides of the Galaxy A35 box.
Because you disputed the charge of $436.99, it was returned to the card used; however, the balance remains on the account (as it is considered valid), which is why your service was suspended. You will need to pay this off to restore your service. Once the A35 is received and passes inspection, a credit of $436.99 will be applied to the account (if the balance is not paid). A refund of $323.99 will be issued once the Galaxy A25 is received (as long as you do not dispute this charge).
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:10/05/2024
Type:Product IssuesStatus: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 offered $25 monthly unlimited forever service, so I decided to give them a try. On 9/9/24, I paid $25.66, activated my account and service, and ported over my existing phone number to Boost Mobile. Boost Mobile offers a 30-day money back guarantee, no strings attached This is my first and only experience as a Boost Mobile customer, and I met all eligibility requirements. On the same day I activated service, 9.9.24, I decided to cancel. I called multiple times, and still, Boost Mobile refuses to refund and cancel my service.Business Response
Date: 10/31/2024
October 30, 2024
Ms. ***** *********
*************************************
**********************
Re: BBB Complaint #********
************ - *************
Dear Ms. ******************** October 7, 2024, we received your complaint, dated October 5, 2024, filed with the Better Business Bureau.
You stated that you activated service on September ******, and requested to cancel a day later. You would like a refund for your payment, in accordance with our 30-day money-back guarantee.
Unfortunately, I was unable to reach you via phone to discuss this matter further. I also sent you an email.
Your account was initially created on March 19, 2024,when an attempt for an order failed. The account stayed dormant until you activated service on September 9, 2024. At that time, you paid $25.55 for a month of service. When you called in to cancel the next day, the request to terminate service and refund the payment was denied due to the account being active older than 30 days.
I worked with our billing team to make an exception and refund the $25.55 you paid. It will be sent electronically to the card on file within 7-10 business days. Your account has also been temporarily reinstated, so you can port out your phone number. Please use the PIN texted to you and account number ************, if you wish to keep your phone number.
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
***************************************************;
********* *****Initial Complaint
Date:10/04/2024
Type:Service or Repair IssuesStatus: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.
In August my phone stopped working, I could not make call nor receive texts. I used my wife's phone who is also on Boost Mobile, with no network issues to reach out to have the problem fixed. We were given the run around. I bought a NEW phone thinking this would fix the issue, but it didn't. I was told to buy a new SIM card, so I went to a store and bought it. Then when trying to activate it, I was told that it was not compatible, and they would send me one. Why didn't they send it the first time? We receive the new SIM card and still no service. So, after many phone calls and back and forth, my wife had a screaming match with an agent about how Boost Mobile must be disconnecting Android users from the network since she has an Apple phone. My phone worked immediately for about 3 weeks. We work in ** and live in **. My phone works in ** but not when I cross state lines into **. As stated, my wife's phone doesn't have this issue. SO here we are again, phone has been disconnected from the boost mobile network and I was sent another SIM card which I received today and when I called to activate it, I was told that it was the wrong SIM card and told to buy one in a store! We have spoken with so many people. We asked today to disconnect the line and for a refund for the phone and SIM card that was purchased.Business Response
Date: 10/28/2024
October 12, 2024
****** *****
******************************
*******************
Re: BBB Complaint #********
************ - *************
Dear ****** *****:
On October 7, 2024, we received your complaint, dated October 4, 2024, filed with the Better Business Bureau.
You said your phone stopped working and you thought a new device and SIM card would resolve the issue, but it did not. You also expressed frustration with being given an incorrect SIM card and having to wait for another one. You disconnected your line and requested a refund.
Boost Mobile constantly monitors its network for service and capacity-related issues,and we work diligently to address any issues we identify, or that our customers bring to our attention. In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections,slower service speeds, etc.) may impact the quality of service. Because your service is canceled, we cannot do any further troubleshooting.
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. Your request for a refund is therefore, declined.
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:10/04/2024
Type:Service or Repair IssuesStatus: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 not carrier unlock my phone after 12 months of service because I have not been using their service for the last 3 months (they lied and tried telling me my account hasnt been active in over a year). The phone I want unlocked was bought outright and the plan was p***aid. I switched carriers after 12 months because I went to ******* and bought a new phone but I want my boost phone unlocked so I can give it to a friend. The customer service *** refused to unlock the phone and would only activate my account again which I did not want. I thought the *** made new 60 day rule that says as long as the phone is not stolen then the carrier must unlock phone. They just seem mad that i left boost. Now I will never ever go back! I want the phone unlocked. 2022 ******** stylus 5gBusiness Response
Date: 10/28/2024
October 10, 2024
Ms. ******* *******
****************************************************************
Re: BBB Complaint #********
************ - *************
Dear Ms. ****************** October 7, 2024, we received your complaint, dated October 4, 2024, filed with the Better Business Bureau.
You requested your device be unlocked.
Boost Mobile will unlock a device under the following circumstances:
?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months
Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile SIM card inserted. If your phone requires a Master Subsidy Lock (MSL) PIN, please use ******** when your device instructs you to do so.
MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking a device will not necessarily make a device interoperable with another carriers ********** 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).
Sincerely,
******** ********
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************************
****************
****** SteffaniInitial Complaint
Date:10/04/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 9/27/24 at 7 am, I lost power due to hurricane ****** affecting my area. Without power, i obviously was unable to access my internet or wifi. My normal cell phone plan includes 3GB of data. Because I was affected by the hurricane, I had to use my data plan to find out information about closures and weather conditions in my area.I was without power throughout the entire weekend and on Sunday evening I received a text message from Boost informing me that I had reached my data cap and I would be subject to slower speeds and data throttling.Still without power, I logged into the Boost mobile app and began a new support chat in an effort to get additional data added to my account.The first chat, after the agent verified my account and I explained the issue, the agent disconnected without warning.I connected again to a second ****** *******. After they verified my account and I explained the issue, they offered me half off my bill as compensation due to being affected by the hurricane.Once I asked for the next steps in getting this credit, this agent disconnected. I then called into the customer service line and asked them to honor the credit I had just been offered and I was somehow, inexplicably told that I was not eligible for this credit. And not only would I not be receiving a credit, they did not care about my situation. I escalated to a supervisor who did not care that I had been lied to and was more interested in getting the agents name who offered me the credit rather than offering anything to make the situation right.I feel as though being directed to the app to PURCHASE more data while being affected by a disaster is manipulative and tantamount to extortion. Especially after I had been promised a credit, and it was taken away without explanation or care.Business Response
Date: 10/28/2024
October 10, 2024
Ms. ****** *********
********************* 106D
**********, SC 29615
Re: BBB Complaint #********
************ -2024-10-22262
Dear Ms. ******************** October 7, 2024, we received your complaint, dated October 4, 2024, filed with the Better Business Bureau.
You stated that on September 27, 2024, you lost power due to Hurricane ******; as a result, you had to use your data to find out about closures and the weather. You used the entire data allotment of your plan. When you chatted with customer care, the first ***** offered you half-off your bill; however, the chat was lost. The subsequent *****s were unable to honor the offer previously promised, and you continued to be told to log in and purchase more data. You requested a refund.
In the interest of customer service, a credit of $35.00 has been applied to your account but no refund is warranted.
At this time, I recommend that you log into the app and change your plan to the $25.00 Unlimited Plan, as this would give you 35 GB of data versus the 3 GB of data currently included with your plan.
We regret any inconvenience you may have experienced.
Sincerely,
******** ********
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Customer Answer
Date: 10/28/2024
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,
****** *********
Boost Mobile is NOT a BBB Accredited Business.
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