Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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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.
- 1,514 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:10/04/2024
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 started an account with ******************** on September 14. After entering my billing info, I noticed they never asked where I wanted the phone shipped. The address was wrong, so I contacted Boost Mobile. The first representative told me they couldnt fix it since the order was made online and suggested I go to my local post office to hold my mail for the phone.However, there were two significant issues:Boost Mobile uses **** not the post office.The order wasnt confirmed until September 16, giving me time to fix the address.Despite this, I was charged. I called again, and they claimed they would start an investigation. After waiting a week with no updates, I called back and learned no investigation was started. They told me to file a complaint with *** to retrieve the phone, even though this wasnt my responsibility. After I pushed back, they agreed to start a new investigation.During this time, I received no emails or updates. The only way to get info was by calling or using the chat line. After waiting another week, I was told the investigation had been closed because they shipped to the "correct" addressdespite my prior notices that it was wrong.After talking to five people, including a supervisor, they said there was nothing they could do. They suggested I dispute the charges with my bank since they couldnt issue a refund or send a replacement. When I asked for the names of the **** involved, they claimed they couldnt access that information. Strangely, when I checked the chat for names, the entire conversation had been deletedthough I had initially seen all my chats with five ****.Business Response
Date: 10/28/2024
October 23, 2024
Mr. ****** *****
*************************************************************************************
Re: BBB Complaint #********
*************
Dear Mr. **************** October 4, 2024, we received your complaint, dated October 4, 2024, filed with the Better Business Bureau.
You stated that you placed an order for a device through the ******************** website on September 14, 2024. You were not asked for a delivery address, causing the device to be shipped to the wrong location. You contacted Boost Mobile and you were told we could not update the address on the order and to contact the ****************************. You requested a refund.
A review of the phone call placed on September 14, 2024,confirms that the agent stated we could not change the order once it was placed, and you would have to contact *** regarding the shipment. It also confirms that you said over the phone you had entered the wrong address on the order.
Boost Mobile is not responsible for orders shipped to the wrong address, and we are unable to change the address on an order once it has been placed. Only the recipient of a package may change the delivery address through ***. This can be done while the package is in transit by using the Change My Delivery option when tracking the package on the *** website.
A refund is not warranted for this issue.
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: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.
Hello, On September 21st I added two lines in my account. The reason for that was to save money on the bill. Today I received a bill for $211.83, way more than what I paid in my other company. So because apparently I added those line in the middle of the cycle, they are basically charging me 2 months. But that was the explanation that they just given me. I have no problem to paid for a service, but at least charge me the days I actually used the service which was 7 days. I have never had to paid for a whole month, and then why this was not explained before? Why not being cleared for the charges. The reason I change company was to save money, please be fair to your customer, I really hope you can help me with this matter.Business Response
Date: 10/28/2024
October 9, 2024
Mr. ****** *****
******************************************************
Re: BBB Complaint #********
************ -2024-10-22107
Dear Mr. **************** October 4, 2024, we received your complaint, dated October 4, 2024, filed with the Better Business Bureau.
You stated that on September 21, 2024, you added two lines to your Boost Mobile account. You mentioned that you received a bill of $211.83, for two full months of service. You indicated that you have no problem paying for the seven days of service, but you are concerned with being billed for a full month of service that was not used. You are requesting a billing adjustment.
Boost Mobiles terms and conditions state,Payments are not refunded if you cancel and they are not prorated if you make changes before the next payment due date. For more information please visit:*********************************************************************.
In the interest of customer service, a credit to $92.55 has been applied to your account.
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,
****** *****Initial Complaint
Date:10/03/2024
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.
Went to boost mobile store number 1550 and *************, ******* off of Federal Highway to purchase a pair of AirPods when I purchased them they were $90 and when I went to use them, the volume was very low and my other on the other line couldnt hear me and I couldnt hear them. this was a week after I purchased, I went back to the store to explain what was going on the manager and store. Owner told me that I could not exchange them nor get a refund because they were not real Apple AirPods. and I could not get my money back so I asked him basically Im out of 90 bucks and he replied yes and also told me that he ordered them from a company off-line and was selling them and there was a replica of the Apple AirPods and I then went on to say so basically its fraud what youre doing your advertising real AirPods and selling them as the real AirPods thats not right and he told me sorry I dont know what to tell you, but it is what it is afterwards I also called our local police department, which I have an event Number and I also called customer service and made a complaint against them which they said was fraud. If you could please investigate the situation and give me a call back at ************ it would be greatly appreciated because its not fair to me or any other customer they have done this too thank you sincerely ****** ****** date 08/28/2024 and the ticket number I made a complaint is ******* thats for boost mobileBusiness Response
Date: 10/28/2024
October 9, 2024
Ms. ****** ******
*****************************************************************
Re: BBB Complaint #********
************ -2024-10-22100
Dear Ms. ***************** October 4, 2024, we received your complaint, dated October 3, 2024, filed with the Better Business Bureau.
You stated that you purchased AirPods for $90.00 at a local Boost Mobile store; however, you found that the volume was low and would not increase. You indicated that you returned to the store a week later, only to find out that they were a replica and could not be returned. You mentioned that you filed a police report and made a complaint with customer care. You are requesting a refund.
Boost Mobile stores are independently owned and operated, and as such, they maintain their own phone/accessaries inventory and set their own return and exchange policies.
In the interest of customer service, a credit of $90.00 has been applied to your Boost Mobile account. Please note that as no funds were paid directly to us, we are unable to issue a refund. If you are requesting a refund, you will need to work with the store.
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
****** ********Initial Complaint
Date:10/03/2024
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.
My phone bill was paid on 9/20/24 the money was taken out of my account and on there website and app and bank saying it was posted they turned my phone off and are refusing to turn it back on till I pay them again for the same amount I would like to have a supervisor from that company email me since Everytime I asked for one I was told ***** was availableBusiness Response
Date: 10/28/2024
October 12, 2024
Ms. **** *****
********************* B
*********, IN 46143
Re: BBB Complaint #********
************ -2024-10-22099
Dear Ms. **************** October 4, 2024, we received your complaint, dated October 3, 2024, filed with the Better Business Bureau.
You said you paid your bill on September 20, 2024, but your service was suspended and we refused to reinstate it unless you made an additional payment. You requested for someone to contact you regarding this matter.
My attempts to contact you at ************** on October 11 and 12, 2024, were unsuccessful, but I left a message each time. I also sent an email to ********************* with a request that you contact me.
Because you disputed the charge of $141.40, that balance was returned to the card used to make the payment; however, it remained on the account as it is considered valid, which is why your service was suspended. Our records show your service is currently active because you paid back the $141.40.
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:10/03/2024
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 September 24, 24 I have added minutes to my Boost mobile account. I called ************ (233)https:/***********************************/YcRg I used MasterCard from DirectExpress Direct Express, Payment Processing Services.P.O. ************************************* (***********************) Tele: ************** Boost Mobile said it may take up to an hour to restore the service. I have been using Boost Mobile for over years, ************* was purchased at my old address *****************************************, but this time even an hour has passed, my phone was never restored..My Boost phone number is ************. Phone is displaying SOS Only sign on top left side of the phone. It still receives Emergency Alert. Next day, I have called Boost Mobile for assistance and so far talked with following peoples at Boost mobile: Set, ***** ****, and his supervisor Sarjio. They have asked my Social Security Number and Birth date, but said they cannot identify me, and now saying Boost Mobile haven't received a money from me and refused to discuss farther about this case. I was very shocked of Boost Mobile's customer service behavior and unwillingness to solve the problem. Especially, I have been a customer for over years, and each call to ******************** took average of an hour and half of waiting and holding. Now I have no service of the phone, and no refund and Boost Mobile refuses to discuss farther about this subject. I seek restore of the service or refund of added minutes from Boost Mobile.Customer Answer
Date: 10/23/2024
I received Text message from Boost Mobile to pay $26.70 for next month's payment: Call 211, or call Boost to add a payment. If you go through a Human agent, It will be $4.00 extra.
So, I used an automated computer payment method. As soon as it got my card number it said $26.80 received. That is not the same as the amount of text messages.Sure, it is a small difference, but it is fluctuating monthly, and I haven't got credit for non-useable time period of the phone from the end of Sep 24th to this month.
I spoke with Ms. ***, 4:35pm, and she told me it was tax but it just didn't add up. I asked her which state sales tax you are applying for.
Ms. *** cannot answer the question. I ask for supervisor help. After the usual long hold, Ms. *** the supervisor showed up, but everytime she didn't want to answer the question, she said I cannot hear you, please use speaker phone, too much noise, I cannot understand you. I asked her to call me back then. She said cannot do that. Besides, it will be the same line condition.
I asked for a case number so I could call back. She cannot do that. She told me I can check my local sales tax rate from my city. How much did you pay last month? I told her please do not change the subject and answer my question first. How much sales tax is currently charged? Seems like everytime she doesn't want to answer, she says I don't understand, can you talk louder? Change to speaker phone, you are breaking up. I asked her for the receipt of the payment I just made. She said she doesn't understand. I asked for an invoice of the current payment.
She said thank you for using Boost and hung me up, around 5:20pm
Also, I'm asking to Unlock the phone, iPhone SE, from yesterday, 10/22/23, Tuesday.
Spectrum Mobile store made a call for me yesterday, because I was told the phone is currently locked and cannot change the carrier. Yesterday, I was told it'll take up to the end of October to unlock the iPhone. Until then, it cannot be unlocked.I was checking the Internet, and it seemed like it normally takes only 24~72 hrs. I believe Boost Mobile is taking too long to unlock my iPhone. Boost Mobile assured me it'll automatically unlock at the end of October, but I'm very much doubtful. ************ unreasonable interruption of service, unfriendly customer service, long hold, service price fluctuation, and long time of unlocking the phone, I just want to change the service as soon as possible.
Sincerely,
Preston
Business Response
Date: 10/30/2024
October 30, 2024
Mr. ******* *******
*******************************************************************************;
Re: BBB Complaint #********
609982699251 - *************
Dear Mr. ****************** October 4, 2024, we received your complaint, dated October 3, 2024, filed with the Better Business Bureau.
You said that on September 24, 2024, you posted a payment to restore your service, but the next day it was not *********** contacted customer care, but they were unable to resolve the issue.
My attempts to contact you at ************** on October 28 and 29, 2024, were unsuccessful,but I left a voice message with my contact information. I also sent an email to you at ******************* with a request to contact me.
A review of your account shows that on September 24, 2024, a $14.14 payment posted. This, combined with a $12.76 credit, covered your current service bill.The account was still active and would not have been disconnected until September 25, 2024, if no payment was received. Your account was not on automatic payment, and on October 23, 2024, a $26.80 payment posted for the next month of service. I did not find evidence your payments did not post or of any service issues.
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: 11/01/2024
Boost Mobile had unstable signal connection from Wednesday, 10/30/24,
Boost Mobile siganl was not visible, even the *** Only signal, 10/31/24, Thursday
After repling back to Boost Mobile via email, I noticed Boost Mobile connection came back today 11/01/24 Friday, around 11:30am.
As of 11/01/24 Friday 2:39PM, while I'm typing this email, I'm still receiving a signal from Boost Mobile. If Mr. ***** of Boost Mobile wants to call me please do so.
I would like to discuss the September~October non-active *** Only period refound.
Customer Answer
Date: 11/05/2024
Complaint: 22377552
I am rejecting this response because: Phone is not working. It now display, "Mobile network not available." message.
Boost Mobile *************** comes and goes randomly. And I'm not moving around / traveling, just staying at home; yet, signal is gone all of suddenly and come back randomly. email sent to Mr. ***** of Boost Mobile (Corporate Case Manager) and Ms. ***** of BBB(coming back 11/05/24)
Sincerely,
******* *******Business Response
Date: 11/11/2024
November 8, 2024
Mr. ******* *******
*******************************************************************************;
Re: BBB Complaint #********
************ -2024-11-24677
Dear Mr. ****************** November 5, 2024, we received your rebuttal, dated November 5, 2024, filed with the Better Business Bureau.
You rejected our response stating that your service is still not working and you would like a refund of your September and October 2024 payments.
I communicated with you via email. I recommended that you contact customer support on another device at ************* to troubleshoot your service issues. I also offered to issue a two-month service credit or if you cancel your service, a refund of your final two payments. You responded stating you will consider my offer.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:10/03/2024
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.
We have been Boost Mobile customers for over 10 years. We have a family plan with a total of (4) active phone lines. We have always purchased our phones and upgraded our phones online. We have always been on auto-pay and there has never been a disruption in our service.When I login to our account online, all four phone lines indicate we are eligible for upgraded phones and at a discounted price. The website lists the discounted price and allows me to select the phone of my choice, however, at checkout I receive an error message and am not able to complete the purchase. I began contacting Boost Mobile over two months ago regarding this issue (email from 7/29/24 attached). I have gone back and forth with Boost for two months trying to determine the issue. Just recently I was informed that I would have to create a new account with a new account plan and pricing if I wanted to order a new device. They will not honor any of the phones listed for the discounted price within our account online through their website. I contacted customer service via phone call to find out which phones I am eligible to purchase at any price since the online information is incorrect. I was informed that I would have to go to a store location to purchase a phone or create a new account online with a new plan rate in order to purchase a phone. The phone purchasing options within my online account with ******************** is misleading. They will not honor the information and pricing found on their website. I should not be forced to create a new account or switch plans. The phone purchasing options are clearly a false advertisement. They are forcing customers with locked in grandfather plans to switch plans (pay more for less service) in order to purchase devices to use with their cell phone service.Business Response
Date: 10/29/2024
October 29, 2024
Ms. *** ********
******************************
**************************
Re: BBB Complaint #********
************ -2024-10-22106
Dear Ms. ******************* October 4, 2024, we received your complaint, dated October 3, 2024, filed with the Better Business Bureau.
You said you have been a customer for over ten years with a family plan including four active phone lines. You have consistently upgraded your phones online and maintained autopay without service interruptions. When you recently attempted to upgrade your phones, you encountered an error at checkout despite being eligible for discounted prices.After speaking with customer care for over two months, you were told you must create a new account with a new plan to purchase devices, as they would not honor the online pricing. You were also informed that purchasing phones requires visiting a store or creating a new account. You indicated that the phone purchasing options on the website are misleading and constitute false advertising, forcing you to abandon your grandfathered plan for less favorable terms.
The Boost Mobile terms and conditions state that in order to qualify for discounted phones, you must be subscribed to the Unlimited+ plan or higher. As your grandfathered plan is equivalent to the current Unlimited plan, you do not qualify for discounted phone purchases online.
When we spoke by phone, I let you know the above and that we are currently investigating the situation. As we continue to work on this issue, I provided a couple of alternatives you may use as we wait for a resolution to be reached by our backend team.
We apologize for any inconvenience this may have caused and we appreciate your continued patience.
Sincerely,
********* ********-***
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**********************************************
******,CO 80210
***** *****Customer Answer
Date: 10/29/2024
Complaint: 22377541
I am rejecting this response because: Per the voicemail I received yesterday 10/28/2024, Boost is still looking into possible solutions. We are still in the status prior to my filing a complaint with BBB. I am not able to attach the voicemail **** left me on October 28, 2024 at 3:13pm PST because this platform doesn't accept m4a file attachments. I have attached the voicemail transcription.The following remains open regarding the initial complaint:
**** is awaiting an update for the backend team. No updated provided today, Oct 29.
The phones that are listed online while logged into my account still indicate a discounted price at checkout.
I am still not able to purchase any phones online at any price.
**** showed me the Terms and Conditions for other plans not my specific plan. Boost is applying terms based on the closest plan they currently offer.
Boost is indicating I create a new account and pay a higher price for less service. Less service refers to the amount of data offered per month.Sincerely,
*** ********
Business Response
Date: 11/11/2024
November 11, 2024
Ms. *** ********
******************************
*******************************;
Re: BBB Complaint #********
************ -2024-11-24854
Dear Ms. ******************* November 7, 2024, we received your rebuttal,dated November 7, 2024, filed with the Better Business Bureau.
You rejected our response, as the issue is not resolved. You were told we are still looking into it, and indicated that you did not hear from anyone on October 29, 2024.
When we spoke on the phone today, November 11, 2024, I informed you that after working with our back office team, you have two options: to purchase the devices through the app or create a new *********** told me that you do not want to lose your grandfathered plan and therefore,creating a new account is not an option for you. I apologized that I was not able to offer a better solution.
We regret any inconvenience.
Sincerely,
********* ********-***
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**********************************************
******,CO 80210
***** *****Customer Answer
Date: 11/13/2024
Complaint: 22377541
I am rejecting this response because: I tried to purchase a phone through the app as suggested. I am still not able to purchase a phone online at any cost. The website still indicates that I am eligible for upgrade, the only price option I can select is the discounted price, and at checkout I receive an error message. When I asked you if I go to a store location are you still offering to provide a credit for the activation fee and you indicated that was no longer an option. I should have the same options as any other customer and not have to pay additional costs because the website is functioning properly. In summary, I still can't purchase a phone online and the only option is to create a new account and force me off my current plan.
Sincerely,
*** ********Business Response
Date: 11/25/2024
November 24, 2024
Ms. *** ********
******************************
*******************************;
Re: BBB Complaint #********
************ - *************
Dear Ms. ******************* November 22, 2024, we received your second rebuttal,dated November 22, 2024, filed with the Better Business Bureau.
You rejected our response once again stating you attempted to purchase a device through the ******************** app, as suggested, but you continue to receive an error message even though the website still shows you are eligible for an upgrade at a discount. You also expressed concern that purchasing the device from a retail location with a credit for the activation fee was no longer available to you; your only option is to create a new account,which would force you off your current plan.
As previously explained, due to you being on a grandfathered plan, you are currently ineligible for a device upgrade unless you change your plan. This is causing the error in the app.
Boost Mobile stores are independent retailers that have their own policies and procedures. Should you choose to purchase a device from them, the activation fee may be credited; however, prices are subject to change at any individual retail location.
If you have further questions or concerns with this matter, 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:10/03/2024
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 was 7 hours late for my phone bill because I thought bill was due on 10-02-24, but it was due 10-03-24. I have, two lines. Once I paid the bill, phone line one was restored but phone line 2 was still suspended. I called boost mobile and they told me they had to submit a ticket and did not know time frame in which the ticket would be resolved. I find it hard to understand how they cannot restore my service and have to submit a ticket. My bill was also paid. Line 2, should have been main line and now Im without service for who knows how long until they resolve this issue even with a paid bill. This phone is emergency number for everything. I cant even access my apps without having security code get sent to my phone. Its ridiculous i have to wait unknown amount of time for simple issue.Business Response
Date: 10/28/2024
October 11, 2024
Ms. Heaven ******
****************** D
***********, MD 21157
Re: BBB Complaint #********
************ -2024-10-22103
Dear Ms. ***************** October 4, 2024, we received your complaint, dated October 3, 2024, filed with the Better Business Bureau.
You said only one of your lines was reinstated when you made a payment, and you expressed frustration with having to wait on a ticket to be resolved for the second line to be reinstated.
I requested for the second line to be reinstated, and our records show it was. We regret the delay and apologize for the inconvenience.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Customer Answer
Date: 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,
Heaven ******Initial Complaint
Date:10/03/2024
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 either owes my wife a new phone, or at least a deep discount on a new phone. I purchased a new Galaxy S24 about a month ago. I contacted Boost Mobile to set it up, using my phone number ************, but the technician "set up" my wife's Galaxy A71, phone number ************. Since this is an older phone, they totally messed up my wife's ability to text, receive phone calls and use the internet away from our home WiFi.She did contact Boost Mobile, they tried to fix the issues and ended up sending her a new SIM card. She installed it, tried to set the phone up again with Boost Mobile and was unable to do it. I received an email stating that they were sending her another SIM card for her phone, but it has not yet arrived.Boost **************** has not been good to my wife and I over the last month or so, it took me two days just to order a new phone, then I had difficulty getting it set up, mainly because the technician did not listen to me and tried to set up the wrong *********, my wife has been without her phone for a month, and Boost Mobile does not seem to be concerned about it. I am tired of this lack of care and concern that Boost Mobile seems to have for its customers. We have been with *****************, and now Boost mobile for at least 15 years and we do not deserve to be treated like thisBusiness Response
Date: 10/28/2024
October 10, 2024
Mr. ***** ******
***************************************
*********, IN 46932
Re: BBB Complaint #********
776437138889 -2024-10-22028
Dear Mr. ***************** October 3, 2024, we received your complaint, dated October ******, filed with the Better Business Bureau.
You said that when you called in to activate a new device, it was done under the wrong phone number. The phone number was corrected, but now your old device will not work.
My attempts to reach you by phone on October 7 and 10, 2024, were unsuccessful; however, I left a voicemail on each attempt.
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: 10/28/2024
Complaint: 22374364
I am rejecting this response because:I did not receive any phone calls at phone number ************. Further contact should be on our land line at ************. My wife has tried chats and stopped at a Boost Mobile store in ******, IN twice but the issue still remains unresolved for her phone, ************.
Sincerely,
***** ******Business Response
Date: 11/12/2024
November 12, 2024
Mr. ***** ******
********************
*********, IN 46932
Re: BBB Complaint #********
************ - *************
Dear Mr. ***************** November 7, 2024, we received your rebuttal, dated November ******, filed with the Better Business Bureau.
You said that you have not been contacted at the right phone number and your service issues continue.
When we spoke by phone, you advised me that your service is working; however, your wife's is not. I then spoke with her and changed her network in an attempt to resolve this. She agreed to follow up with me should the issues with her service continue.
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: 11/17/2024
Complaint: 22374364
I am rejecting this response because: my wife has talked to. Post several times and called the supervisor number several times and no one answered the phone. She is still having problems with her phone, problems that were initially caused by Boost.
Sincerely,
***** ******Business Response
Date: 12/06/2024
December 6, 2024
Mr. ***** ******
********************
*********, IN 46932
Re: BBB Complaint #********
776437138889 -2024-12-26654
Dear Mr. ***************** December 4, 2024, we received your second rebuttal, dated December 4, 2024, filed with the Better Business Bureau.
You said that you are still having problems with the service.
When we spoke by phone, I offered to continue troubleshooting the issue, but you declined and advised me that you will be going to another provider. I offered to allow you to return the device and cancel the financing,but you declined and said that you want to pay the device off and change providers.
We apologize that we were unable to meet your needs as a wireless carrier. We strive to provide excellent 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
***** *****Customer Answer
Date: 01/09/2025
I tried to cancel my account and transfer both of the cell phones from Boost Mobile on December 6, 2024. Since then Boost Mobile has charged me twice because they did not cancel one of the numbers. I spent at least three hours on the phone with them one day trying to get the numbers transferred, and many hours trying to get them to get my wifes phone working. I purchased a new phone from boost for myself, and they tried to active my wifes phone instead of mine. She went four months without being able to send texts and other functions on her phone. It has been a constant battle with Boost trying to get decent customer service and any competent assistance from them. I have wasted hours with them trying to straighten things out, and have always met roadblocks.
Desired Resolution: Refund
Business Response
Date: 01/21/2025
January 18, 2025
Mr. ***** ******
********************
*********, IN 46932
Re: BBB Complaint #********
776437138889 -************
Dear ***************************** 17, 2025, we received your third rebuttal, dated January 17, 2025, filed with the Better Business Bureau.
You continue to reject our responses by reiterating why you decided to cancel and that one line was not canceled as requested, which resulted in you paying for a line you were not using.
A review of your account reflects that you contacted us on December 6, 2024, to obtain transfer PINs for your two lines. You were advised that the account must remain active for the port to go through. Once a phone number has been ported out of our network, the line is automatically canceled. You contacted us with an agent from Consumer Cellar on December 12, 2024, to advise us that the port did not go through for line 9016 and you did not want to transfer line 4885. We worked with you and the agent to have the phone number ported over, which was successful. However, you ended the call and did not request the line ending in 4885 to be canceled. You called us again on January 9, 2025, and requested that this line be canceled, which was done at that time.We also waived your ending balance as a courtesy.
In the interest of customer service, I requested for your last payment of ***** to be refunded. Please allow five to seven business days for processing.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
******************************************;
******, CO 80210
****** ********Customer Answer
Date: 01/25/2025
Complaint: 22374364
I continue to reject the responses because you consistently place all of the blame on me and refuse to recognize the lack of knowledge of your employees!
On December 6, 2024, I requested a transfer for line 4885. This was due to me purchasing a new phone from you, ( which took two days because of the lack of knowledge and support of Boosts sales department.)
Why would I request the transfer of services to 9016, because it was my wifes phone and was working fine, until Boosts agent decided to transfer services for a working telephone that had been in use for several years?
I had no desire to, or any need to port the line for 9016, simply because we were continuing to use the old phone it was connected with.
My entire goal for this issue was to simply transfer the services from the old 4885 phone to the new phone. I never even mentioned the 9016 number because it was working.
However, one of Boosts agents decided to port 9016, which I never requested. This resulted in my wifes phone not being fully operational for four months, from September, when I tried to transfer 4885s phone, to December when we attempted to cancel our Boosts account.
I do not how many hours of chatting on the Boost website and talking to agents on the phone, we spent trying to straighten the issue out. The agents consistently refused to listen to our request and the problem continued wit my wifes phone.
I also had to outright pay the remaining amount I financed for my new phone, over $700.00, to cancel our account. That put a ,ajar financial drain on our budget which we are still trying to recover from today. I paid for the phone, rather than returning it, because I did not want to have to go through what I went through to get the phone activated.
Even when I was attempting to cancel my Boost service, the agents would not listen to my request and to simply cancel the account.
I do not know what is required to transfer services from one phone to another. I do not know what it means to port or why we need a transfer PIN number. That is the job of the service provider, whom we attempted to use, numerous times, to fix the issues, but no one either wanted to or simply did not listen to our needs.
Maybe I did end one of the calls out of sheer frustration, but this whole issue could have been resolved if the agents simply listened to me, and use their common sense that I did not want to transfer services from a phone that was working, 9016, simply to transfer services from the old 4885 phone to the new one.
Boost can say whatever they want and back up their claims with doctored records to make me look bad. However, common sense would dictate that my original request was, and complied with the simple task of transferring the services of 4885 from the old phone to the new one.
I feel that a settlement of $1000.00 is completely reasonable for the lack of customer service, the lack of knowledge of Boosts agents , and for the unnecessary hours of fruitless communication with Boost. I will not settle for anything less than what I requested.
I am a 100% disabled veteran and have organizations that are more than willing to step in and assist me with this issue. Especially since Boost is trying to unjustly place the blame entirely on me.
Sincerely,
***** ******Customer Answer
Date: 01/29/2025
I feel that Boost Mobile treated my wife and I very unprofessionally. We have been a customer of Republic Wireless/******************** for over ten years. Since Boost took over for Republic, customer service has gone rapidly downhill until it is almost nonexistent, at least for my wife and I. Every time we tried to communicate with Boost, we were led on, lied to, and denied service that we were paying for. No one from Boost has made any effort to sincerely apologize for their actions and refuse to own up to any wrongdoing on their part. They consistently attempt to shift the blame to my wife and I.Initial Complaint
Date:10/03/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boost mobile keeps charging my card after I cancled service with them 116.00$ October 3 2024 at 539 and they keep charging my card and won't refund my money this is two times in a month and I don't have service with them any more they won't refund my moneyBusiness Response
Date: 10/28/2024
October 23, 2024
Ms. ***** *****
***************************
********************
Re: BBB Complaint #********
*************
Dear Ms. **************** October 3, 2024, we received your complaint, dated October 2, 2024, filed with the Better Business Bureau.
You stated that you were charged for service on October ******, even though you canceled your account beforehand. You requested a refund.
Our records indicate that you spoke to customer care on September 2, 2024, regarding a request for a payment extension. We have no record of an attempt to speak to our cancellation department to close your account. As this is a prepaid account, failure to make a payment on the next due date will effectively close the account. Please note that ******* has been removed to prevent an automatic withdrawal attempt.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
***** *****Initial Complaint
Date:10/03/2024
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.
Not able to change cellphone plan on any of the numbers on my account. Also not able to add a 4th line. I have tried doing it from the website (different browsers), the app and customer service. When you call in they are trying to say its my debit card which it is not. Its boost system causing the errors. Literarily made a payment on my account with the same card that on file no problem. Called the bank to confirm. My Billing Address and the address on my boost account matches as well. I wanted to have the ************ line on my account changed the $60 unlimited premium plan , I also want to add a 4th line that i will be porting in a number for. Thats is all i am asking. If those changes cannot be made. I would like to request all three existing lines be cancelled out and I will look elsewhere for service, thanks.Business Response
Date: 10/28/2024
October 4, 2024
Mr. ****** *******
*****************
******, AL 35226
Re: BBB Complaint #********
************ -2024-10-22030
Dear Mr. ****************** October 3, 2024, we received your complaint, dated October 3, 2024, filed with the Better Business Bureau.
You stated that you are unable to change your plan or add a fourth line to your account. You mentioned that if you are unable to change your plan for the number ending in 0310 to the $60.00 Unlimited Premium Plan and add a fourth line, you want your account canceled to go elsewhere for service. You requested a billing adjustment.
A review of your account reflects that you were provided with your porting PINs on October 2, 2024.
On October 4, 2024, the plan for the number ending in 0310 was updated to the Unlimited Premium.
Due to system restrictions, you are unable to add another line to this account. If you would like a fourth line, you would need to create a new account with a different email address.
We decline your request for a billing adjustment.
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
****** ********
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