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

4,963 total complaints in the last 3 years.
1,520 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:09/18/2024
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.
Boost mobile is refusing to unlock a device that was paid for in full claiming their policy says they can't unlock your device you bought from them without having had their service for 12 months,which is not in the policy and if the device is paid off there wouldn't be a problem unlocking it.
Business Response
Date: 10/14/2024
October 9, 2024

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

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

Dear Ms. ****************** September 19, 2024, we received your complaint, dated September 18, 2024, filed with the Better Business Bureau.

You stated that you paid for your phones in full, but you were informed that they have to be active with Boost Mobile for 12 months. You requested your devices 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

In the interest of customer service, 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 is inserted.

If your phone requires a Master Subsidy Lock (MSL) PIN, please use ******** when your device instructs you to do so for the device with **** ending in 8515.For the **** ending in 5551, 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).

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

****** Steffani
Initial Complaint
Date:09/18/2024
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 phone service has been off for over a week and boost technical support is unable to figure out solution for me to have the service I paid for. I've called numerous times only to credit off my account. I need my phone service and last time I called they said there's nothing they can do
Business Response
Date: 10/01/2024
September 27, 2024

Mr. ***** ******
*******************************************
**********, ** 04967

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

Dear Mr. ***************** September 19, 2024, we received your complaint,dated September 18, 2024, filed with the Better Business Bureau.

You said that you have not had service for over a week.

Our records indicate that you were informed on September 18, 2024, that we are experiencing an outage with the DISH Wireless Network, and we are making steady progress toward resolving this issue.

Due to these continued issues, I added an additional $30.00 credit to your account.This, along with the $10.00 credit you were granted on September 18, 2024,constitutes a full month of paid service. I also unlocked your phone, in the event you wish to switch providers. Please note that your phone requires an additional code provided by the manufacturer (********) to completely unlock it for use on another network.

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:09/18/2024
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 placed a pre order on 9/17/24 through ************************ for a iphone 16 pro max to be scheduled for delivery 10/5/24. I paid $63.50 approximately. I didnt receive email of the order until the following day 9/18/24 and hours later after confirmation I received a cancellation email. However, in the email it didnt state the reason for cancellation. I called in to the number listed on the email regarding cancellation. The representative I spoke with stated it was cancelled and unable to tell me why. Once I disconnected with that representative I called back and the next representative stated it was still in process. I then disconnected once again and called back and spoke with a third ****** in which stated was closed and didnt have access to why.
Initial Complaint
Date:09/18/2024
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.
Stay far faaaaaaar away from this company they lure you in with easy to get phones but outside of that everything is horrible including the insurance company they use.......I got an iphone 15 pro max from them and shortly after i lost it i made a claim with likewize their insurance company and they took me through the wire asking for things they knew was impossible to come up with in hopes they wouldnt have to replace my phone after almost 3 months i contacted the better business bureau and they finally replaced my phone and in the meantime boost was trying to charge me for service for the 3 months i didn't have my phone which didnt make sense so finally they bring the bill down to $130 i pay that to restore service they tell me it could take 2 hours and 2 hours later still no service i call back and they say they're gone make a ticket and it could take up to 48 hours now after 48 hours still no service you literally cant speak to anyone but a regular agent from ******** they tell me theyll create another ticket which doesnt make sense if the first ticket didnt do anything
Business Response
Date: 10/01/2024
September 25, 2024

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

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

Dear Mr. ***************** September 19, 2024, we received your complaint,dated September 18, 2024, filed with the Better Business Bureau.

You stated that you lost your phone shortly after you got it, and it took three months for you to receive a replacement through the insurance company. You indicated that during that time, you were charged for services you were not using. You were eventually issued a credit and told to pay $130.00 to restore the account; however, after making this payment, the services were not restored. You also expressed dissatisfaction with the customer service you received. You requested assistance with your account.

The ******************** Terms and Conditions state, If you report your phone as lost or stolen, you'll have 60 days to get a replacement.If you don't replace it within that time, your account will be canceled, and any remaining balance will be forfeited." They also state, If a payment is not made within 90 days the account would be cancelled and the number lost.

Our records indicate that you requested the account be placed under lost/stolen status on May 24, 2024, and you did not request for it be restored until August 8, 2024; however, as no payment had been made since May 18, 2024, the request could not be processed. On August 8, 2024, you received $120.24 in account credits; however, you did not reach back out to make a payment until September 16, 2024. Due to the period that lapsed between your payments, the phone number has been lost.

In my email correspondence to you on September *******, you were advised of the above. You were also informed that the account has been reactivated and you were provided with a new phone number.

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

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:09/18/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a question re: paying my bill, which had 2 diff due dates. Johnjohn via chat promised to issue a credit to my account (see screenshots attached). Boost does not allow you to disable Autopay and I will be charged on Thursday whether I have the money available or not. I inquired about the credit, but was promised that it would all be handled. I then spoke to Brayden because I was still confused. Brayden told me that I would NOT receive any kind of credit. He also told me that you cannot remove Autopay and suggested that I put it on a credit card that doesn't have the money. His advice was literally to overcharge my credit card to pay my bill, and he would not help me further. He stated that I cannot pay one day late, nor can I receive any kind of credit that had previously been offered to me because of a ****** ******" of 10 days that Boost offers. I asked how that grace ****** helps me at all, when I am being charged the apparently due date regardless. He simply reiterated what he'd already said and would not budge, despite what Johnjohn had told me, which was almost fully contradictory.I then spoke to *******. She was incredibly kind, and said she read both conversations with Johnjohn and Brayden and saw that Johnjohn promised me a credit to my account. She said she did not have the power to provide me a credit, however, and transferred me to a manager. I really appreciate her kindness and professionalism.That is when I spoke with ********. She said she would not provide me with a credit because Johnjohn never added a note to my account. I offered to show her screencaps of him promising it, which she ignored. She just kept repeating herself, over and over, saying the same thing. She said she is the highest up in the company (really, ********?) and that I cannot speak to anyone else. The conversation ended. Please help.
Business Response
Date: 10/11/2024
October 9, 2024

Ms. Courtney Kiernan
27 Freya Rd.
Rocky Point, NY 11778

Re:          BBB Complaint #22303893
                378074885932 -
2024-09-20947

Dear Ms. Kiernan:

On September 19, 2024, we received your
complaint, dated September 18, 2024, filed with the Better Business Bureau.

You stated you contacted customer care
regarding your due date, and you were promised a credit because you could not
remove automatic payments. However, the credit was not applied and other
customer care agents were unable to issue any credits. They also advised you
that you have a ten-day grace period. You expressed dissatisfaction with the
customer service you received. You requested a billing adjustment.

A review of your account reflects that on
September 5, 2024, your bill generated with a due date of September 19, 2024.
We show that you manually made a payment through the application on September
22, 2024. As you have a postpaid account, automatic payments are required. For
more information, please visit https://help.boostmobile.com/docs/boost-mobile-plan-billing-and-payments. Boost Mobile does not
offer payment extensions, as postpaid accounts are provided a ten-day grace
period after the due date prior to services being interrupted.

In the interest of customer service, a
credit for one month of service has been applied to your account.

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

Sincerely,

Brittany Severson
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           Denver
/ Boulder Better Business Bureau
                3801
E. Florida Ave., #350
                Denver,
CO 80210

                Nicole
Steffani
Initial Complaint
Date:09/18/2024
Type:Order 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.
Today, September 18th, 2024 I contacted Boost Mobile support with, what I thought was, a very simple question. I have a loan agreement with them for a phone. This agreement is separate from my billing, however the monthly payment for my service and the monthly payment for my loan agreement are combined like most providers would ***** my agreement it says I can pay my loan partially or in full at anytime with no penalty. So I decided to see about doing this to try to get it paid off and reduce my monthly bill for the next 33 months. I see in the settings my "Due for payoff" section with the total left, along with a button that says "Payoff Phone ->" I click on that to see what my options are but instead it sends me to a support agent. I was then told I have no option to pay off my loan balance partially or in full and that I should just wait for an email that will tell me when that option is available. I asked for a timeline on when to expect the email and was told they have no idea when I will get the email or when the option is available. This is in direct breach of my loan agreement with them so I asked for a legal, or corporate email address I could continue the conversation with as it was apparent the support associate was unable to help further. I was then informed that there was no other email or support line they had available to help me with my question. I have had service issues since I started with them in May, and have received really poor options to deal with that (turn on airplane mode or turn the esim off and reset it waiting 1-5 minutes for service to return MULTIPLE times a day). I can handle that as a ****** learned, this issue with loan payoff not being available is directly against our legally binding loan agreement and they have no one that can even talk to me about this.
Business Response
Date: 10/01/2024
September 24, 2024

Mr. Joseph High
5 Chapelridge Cir., Apt. E
Marion, IA 52302

Re:          BBB Complaint #22303068
                150861428556 -
2024-09-20944

Dear Mr. High:

On September 19, 2024, we received your
complaint, dated September 18, 2024, filed with the Better Business Bureau.

You stated that on September 18, 2024, you
contacted customer care to make an additional payment towards the financing for
your device; however, they were unable to provide assistance. You also
mentioned issues with the services since you started in May 2024. You requested
assistance with your account.

I attempted to contact you at the phone number
ending in 8092 on September 19 and 24, 2024, to assist you with making a device
loan payment; however, you did not answer or return my call. If you would like
to make this payment, please contact me at the number below.

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.
We have determined that the network serving the area where you reside is
located within our coverage zone, and no network issues were identified.

Our records indicate that you contacted
customer care on June 2, 2024. You reported issues with accessing our
voicemail. After going through the troubleshooting steps, the issue was
resolved. There is no record of any other calls received for technical issues.

If there are further questions or concerns
about this issue, please feel free to contact me at (720) 514-7740.

Sincerely,

Brittany Severson
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           Denver
/ Boulder Better Business Bureau
                3801
E. Florida Ave., #350
                Denver,
CO 80210

                Nicole
Steffani

Customer Answer
Date: 10/02/2024

Complaint: 22303068

I am rejecting this response because: I stopped calling in for support when what I was told was to just turn my sim card off and back on or put my phone in airplane mode for a minute and take it back off. That works but it puts me without service for 3-5 minutes EVERY time and this is multiple times a day. I also want to point out that I never contacted anyone regarding voice mail and the idea of that being what was noted on my account for the service request I did call in for is laughable and goes to show how poor your support is. I called in because I had connection and network issues. You are also misunderstanding the point of my original complaint, just like you support rep seemed to have. You can pull the chat logs I'm sure, and see that I repeatedly said I AM NOT MAKING A PAYMENT RIGHT NOW, I am just asking for information on HOW to make an extra payment when my budget permits. To that I was told it isn't possible even though your website seems to indicate it should be, my loan agreement says I am able to, and there is even a button to make the payment but it just directs me to your support who could not provide anything but more confusion. I didn't answer your call because you kept calling right in the middle of the work day, I returned your called 2 times over lunch and you never answered.

Sincerely,

Joseph High
Business Response
Date: 10/08/2024
October 4, 2024

Mr. Joseph High
5 Chapelridge Cir., Apt. E
Marion, IA 52302

Re:          BBB Complaint #22303068
                150861428556 -
2024-10-22118

Dear Mr. High:

On October 4, 2024, we received your rebuttal,
dated October 3, 2024, filed with the Better Business Bureau.

You rejected our response, as you stated
you stopped calling in because you found customer care’s support unhelpful. You
indicated that you have called in numerous times to report network connection
problems. You also said that you did not want to make an additional payment;
you were just inquiring on how to do so. You mentioned that you did not answer
the calls, as you were at work, and when you returned the call, it went
unanswered.

Our records remain the same: there has
only been one report of a technical issue since you activated your account on May
16, 2024. If you are experiencing issues, you need to contact customer care and
go through the applicable troubleshooting steps. Please note that you cannot
expect us to correct a technical issue if you do not report it to us.

Your call from September 24, 2024, was
returned the same day; however, you neither answered nor returned my call.

If you do not want to make an additional
payment towards the loan right now, you do not need to take any action. If you
want to make an additional payment towards the loan, you can reach out to me
directly.

If there are further questions or concerns
about this issue, please feel free to contact me at (720) 514-7740.

Sincerely,

Brittany Severson
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           Denver
/ Boulder Better Business Bureau
                3801
E. Florida Ave., #350
                Denver,
CO 80210

                Nicole
Steffani
Initial Complaint
Date:09/18/2024
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.
Purchase a boost mobile device in may10 2024 device begin to have problems in July I also took out insurance in May to cover a new device now I contac insurance company don't want to replace new device
Business Response
Date: 10/01/2024
September 26, 2024

Ms. ******* *****
************************
*********, OH 44104

Re:          BBB Complaint #********
                ************ -2024-09-20894

Dear Ms. **************** September 18, 2024, we received your complaint, dated September 18, 2024, filed with the Better Business Bureau.

You said Likewize will not replace your device. You requested a refund.

Our records show you disputed paying the deductible. In order to receive a replacement device through Likewize, you must pay the deductible. The amount is based on the **** of your device.

Your request for a refund is declined.

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

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:09/18/2024
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'm a long time Boost Mobile customer 10+ years. Here is my story.! My phone was acting up, screen blanking out, starting up with apps missing etc... Like everyone else in the world my phone is an integral part of my life, my business and personal life etc... I've bought a phone from Boost Mobile website before and received the phone in 24 hrs. I went online at Boost Mobile . com and purchased an A35 phone. Well my phone was really acting up so I called customer service and asked when my phone was coming and was told it could be up to a week. So i decided to cancel order and was told it was to late but I can just return it for a full credit on my credit card. So i asked and confirmed with your agent that I can go to Boost Mobile store and purchase a phone and return for a full credit the phone I ordered on Boost Mobile website, no problem at all .So I purchased a phone at my local Boost Mobile Store. Boost Mobile agents started giving me different answers every time i called. First I can't cancel till I have a tracking number, I can't cancel till *** has the phone, I can just go to *** store and return phone with no return slip no problem, I'll get a ticket number then I can return it. Then I was given an invalid ticket number. Then I got another ticket number and was told in 2 days I'd get all the info needed to return and get credit back. Then I got an email saying I cant return my phone saying it wasn't eligible to be returned after every agent said no problem. I called customer service again after spending 5 hours on this and talked to conflict resolution person she says there's nothing we can do, and hangs up on me because I'm upset since I was told I can return the phone from the very beginning .She also said go store, which I did and they say because I bought it on line I have to return on line. so now thanks to Boost Mobile customer service I have a $427 phone I don't want or need. Check your recordings. Thanks and please resolve.
Business Response
Date: 10/11/2024
October 9, 2024

Mr. Bill Knudsen
1735 Brambletts Walk
Cumming, GA 30040

Re:          BBB Complaint #22302370
                711825866972 -
2024-09-20895

Dear Mr. Knudsen:

On September 18, 2024, we received your
complaint, dated September 18, 2024, filed with the Better Business Bureau.

You said your phone recently started to
malfunction. You ordered a new Samsung Galaxy A35 online, but when you inquired
about the arrival date, our agent informed you it could take up to a week. You
decided to cancel the order, but you were told it was too late. We then told
you that you could buy a phone in-store and return the online order for a full
credit. You purchased a phone at a store, but you were ultimately told you
could not return the device for the online order. You requested to return it for
a full refund of $427.00.

When we spoke on the phone on October 9,
2024, I informed you that I will send you an email with an RA number and an
address to return the device. Once we receive the device, I will begin the
process of issuing a full refund. You accepted this resolution, but expressed
concern with the customer service you received. We appreciate that you brought
your customer service concerns to our attention for internal review, and we
apologize for any inconvenience this issue may have caused.

Sincerely,

Nathaniel Mitchell-Bey
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           Denver
/ Boulder Better Business Bureau
                3801
E. Florida Ave., #350
                Denver,
CO 80210

              David Laslo
Initial Complaint
Date:09/18/2024
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.
Boost mobile is horrible... I switched over to boost from ******* to save money and it is not worth it, you will have a headache in the end, with the dropped calls, messages not receive and messed up system. The system is showing 2 different due dates and boost will not honor the due date list on the app. Which is 9/8. I called and spoke to boost and they said I have to go to billing details which state the bill is dued 9/7. They have crappy services and refuse to hour the date showed.
Business Response
Date: 10/10/2024
October 9, 2024

Ms. Danielle Forde
6856 Trailride N.
Milton, FL 32570

Re:          BBB Complaint #22301374
                700446731707 - 2024-09-20882

Dear Ms. Forde:

On September 18, 2024, we received your complaint,
dated September 18, 2024, filed with the Better Business Bureau.

You said your billing due date is not consistent. You
also said you have experienced dropped calls and messages. You requested a
billing adjustment of an unknown amount.

Our records confirm that your bills generate on the 23rd of each month and are due 15 days later. This means that some months will have
a different billing due date depending on how many days are within the month.

When we spoke on the phone on October 8, 2024, I
suggested that you and your daughter change networks, which may improve your service
quality. You said that you would consider this option. I applied a one-time
courtesy credit of $25.00 to your account for the issues you experienced. You
thanked me for my assistance and ended the call.

We apologize for any inconvenience this may have
caused.

Sincerely,

Nathaniel Mitchell-Bey
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           Denver
/ Boulder Better Business Bureau
                3801
E. Florida Ave., #350
                Denver,
CO 80210


David Laslo
Initial Complaint
Date:09/17/2024
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 order this phone from Boost on July ****** on line and I didn't get the phone until July ******* and Boost want to say my phone bill is done on the 6th of each month. And my phone was disconnected on the 16th of September because my bill was not paid, so I call Boost ans ask them why was my service disconnected they said because my bill was not paid, I told them how is my bill done when I didn't get my phone until the end of July and how is my bill done at the beginning of each month. Also my phone do not work right I am not getting all my calls, I have people complaining telling me they call me first a job and my family members calling and not able to get through to me unless I call them.
Business Response
Date: 10/11/2024
October 7, 2024

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

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

Dear Ms. ***************** September 18, 2024, we received your complaint, dated September 17, 2024, filed with the Better Business Bureau.

You stated that you ordered a phone on July 6, 2024, but it did not arrive until July 21, 2024. You were also told your bill would be due on the sixth of each month, but your service was disconnected on September *******, due to a failure to pay the balance due. In addition, you are experiencing technical issues with the service. You requested a replacement phone.

You service was activated on July 22, 2024, so your bills generate on this day each month. Payment is due on the sixth of each month.Your service was disconnected on September 16, 2024, as we did not receive a payment for the September 6, 2024, due date. Our records indicate that payment was made on September 17, 2024, to restore the service.

A review of your account found that you first called to report a technical issue on September 17, 2024. Our technical operations team has been notified and is researching the issue. Please feel free to contact our customer care department at **************** for further assistance.

Your device is still under the manufacturers warranty.For assistance in replacing it, please contact the manufacturer directly.

Sincerely,

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

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

                ***** *****
Customer Answer
Date: 10/11/2024

Complaint: 22301176

I am rejecting this response because:

Sincerely,

***** ******
I have call Boost multiple times over and over, I disappointed in they company have made me to lose jobs, because when they call I don't get the calls.
Business Response
Date: 10/25/2024
October 25, 2024

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

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

Dear Ms. ***************** October 24, 2024, we received your rebuttal, dated October 24, 2024, filed with the Better Business Bureau.

You stated that you are disappointed in Boost Mobile because they have made you lose jobs because when they call, you do not get it.

If you are still experiencing technical issues with your service, please contact our technical support team at **************** for further assistance.

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: 22301176

I am rejecting this response because:

Sincerely,

***** ******

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