Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  387 Strander Blvd Tukwila, WA 98188-2916

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  Boost Mobile

  1420 Paramount Dr Ste B Huntsville, AL 35806-2834

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  Boost Mobile

  8911B Pensacola Blvd Pensacola, FL 32534-1928

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  Boost Mobile

  238 SW Military Dr Ste 105 San Antonio, TX 78221-1657

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:09/17/2024

  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.

  Purchased a phone on a promotion for a free device and cellular service for $60/month when the company was just boost infinite. I was told at anytime I wanted to cancel service I would loose the phone and be required to return it based on in being part of the promotion. Over the past several months with the merger of boost mobile my service is terrible. I loose calls every day, the data never works, and I cant even use the WiFi calling. I have called numerous times and spoke with their tech team to resolve the service issue and nothing has worked. I have even changed my number to try and resolve the issue. At this point I want to cancel services and return the phone. I have been told that now their policy has changed and I cannot return the phone and can cancel service but will be required to pay over $1000 for the phone and they will not accept. The service is so bad that at this point I feel it is a safety concern as I can not make calls to doctors, my family, everyone including if an emergency is to arise. I am paying for a service that is not being given to me and want assistance in returning this phone.

  Business Response

  Date: 09/24/2024

  September 21, 2024
  
  
  
  Mr. ****** ******
  MD 20622
  
  Re:          BBB Complaint #********
                  ************ -2024-09-20875
  
  Dear Mr. ***************** September 18, 2024, we received your complaint, dated September 17, 2024, filed with the Better Business Bureau.
  
  You said you purchased a device and you were told that you can cancel your service, but you would have to return it and lose your phone number. You also mentioned unresolved technical issues. In addition, when you requested to cancel your service, you were informed you would be responsible for paying the remaining balance due for the device. You requested to cancel your service and return your device.
  
  My attempts to contact you at ************** on September 20 and 21, 2024, were unsuccessful, but I left a message each time. I also sent an email to ***************** with a request that you contact me.
  
  Devices purchased through ***************************** may be returned within 30 days of purchase, subject to the policies, terms and procedures listed in our return policy. Approved returns will receive a refund of the purchase price (excluding charges incurred for wireless service). Terms of our return policy are subject to change and apply only to Boost Mobile wireless products purchased from *****************************. Unfortunately, you are currently outside the 30-day window to return your device.
  
  Please note, if you choose not to port your phone number to a new provider, the number would be lost.
  
  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 *************** service 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 contact customer care at ****************, so your technical issue may be addressed properly with troubleshooting.
  
  If an account is canceled before the completion of the financing agreement, the full remaining balance due for any device(s) will be charged immediately.
  
  If you wish to cancel your service, please contact customer care to receive the necessary porting information.
  
  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: 09/25/2024

   
  Complaint: 22298512
  
  I am rejecting this response because:

  
  This ongoing problem has not only caused me severe anxiety but has also resulted in missed appointments, financial losses, and most importantly, the potential risk of not being able to receive important calls from my family or doctors in case of an emergency. Even after trying alternative solutions such as activating the hotspot feature, I have faced disappointment as the feature also does not work effectively.
  
  Considering the significant impact that this situation has had on my daily life and well-being, I kindly request your assistance in terminating my services with Boost and facilitating the return of the phone. I believe that it is in the best interest of both parties to resolve this matter promptly and amicably.
  
  I would greatly appreciate your prompt attention to this urgent matter and a timely response regarding the next steps to proceed with the cancellation and return process.
  
  Thank you for your understanding and cooperation. I look forward to hearing back from you soon.
  
  Best regards,
  
  
  ****** Bowles 
  ************
  

  Business Response

  Date: 10/02/2024

  October 2, 2024
  
  
  
  Mr. ****** ******
  MD 20622 
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Mr. ***************** September 27, 2024, we received your rebuttal,dated September 27, 2024, filed with the Better Business Bureau.
  
  You indicated that you are still experiencing issues making and receiving phone calls, and you requested to cancel your service and return the device.
  
  When we spoke, I offered to switch your network to T-Mobile to help resolve these issues, which you accepted.
  
  As previously stated, because you are outside the return window, we will not accept a return on this device. If you cancel your service, you will be responsible for the remaining balance owed on it.
  
  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:09/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been battling back and forth with Boost Mobile for 3 weeks now. I talked to every department; loyalty, the integrity team, costumer care, sales, and physical stores. No one was able to help us at all. This all started when we were trying to upgrade my ******al phone plan to the infinite iPhone plan. I was informed that I was ineligible to perform this action, NO ONE was able to tell me why due to security reasons. We were advised to try several different ways to do this including changing our email, changing my number, and adding a line through my fiances account. Each time we tried to place the order for the iPhone that was to come with the plan, we were denied and the charge was dropped. This last time we placed an order on 9/8/24 we received the email saying the order did not process just like the rest and never got the finance agreement to sign for the phone and plan. So after exhausting every single option, I had purchased a phone somewhere else and was working on changing carriers. Then all the sudden, yesterday 9/16/24, a phone was delivered with instructions for activation. The charge was dropped, order was cancelled by your company and then the phone shows up. We again called several different departments to try to correct the issue and explain the phone was never supposed to arrive as it did. We no longer want the phone because I purchased a phone elsewhere because I was tired of the 3 week battle with no real answers. The first individual we spoke to from customer care stated we would have pay to ship the phone back. We asked if we would be refunded for shipping costs to which they told us no. We asked for this issue to be escalated and talk to someone who can actually help and the first ****** denied us this and ended the conversation. We then called the order integrity team who transferred us to yet again another department, who then finally transferred us to a supervisor. This supervisor also did absolutely nothing.

  Business Response

  Date: 10/01/2024

  September 26, 2024
  
  
  
  Ms. ********* *****
  PO Box 143
  ********, MD 21720 
  
  Re:          BBB Complaint #********
                  ************** -2024-09-20879
  
  Dear Ms. **************** September 18, 2024, we received your complaint, dated September 17, 2024, filed with the Better Business Bureau.
  
  You said you attempted to upgrade your device and applied for financing, but you were informed you were not ************ expressed frustration with not being provided a reason why and you still received the device despite the order being canceled. You also mentioned that you have to pay to ship the device back.
  
  Postpaid services require a credit check (we run a soft credit check, which does not impact your credit score), subject to ************ will receive a letter within 30 business days with an explanation for the denial. For the customers security, the denial reason cannot be discussed over the phone.
  
  When we spoke, I advised you that I sent a return label to ******************* along with the return authorization number RA-5190-******-4700. Please write this on all sides of the box.
  
  We 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
  
                  ****** ********
  
  

• Initial Complaint

  Date:09/17/2024

  Type:Sales and Advertising 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.

  Ok so I seen a ad on TV. so I got on my boost mobile app to shop for a new phone. Under the picture of the phone I wanted. it clearly says 0 down today. I went through the whole process got approved for financing the phone. Declined the phone insurance so my bill was still 0 until I went to check out. It told me that I needed 36 dollars for taxes. Well if it says 0 down today 0 means 0 not 36 bucks. If I need to pay taxes on my phone payment then it should be added to my first bill. Not due at checkout when it clearly says 0 down today. I just want what is advertised. 0 down and ***** cent payments each month. I tired chatting with an agent and she could not help me and told me to call boost. well I called boost and talked to a supervisor. They are still saying I need to pay 36 dollars in taxes on 0 down today. This is false advertising 0 means 0 not 36 dollars

  Business Response

  Date: 09/24/2024

  September 18, 2024
  
  
  
  Mr. ****** ****
  ******************** SW
  ******, MD 21521 
  
  Re:          BBB Complaint #********
                  ************ -2024-09-20878
  
  Dear Mr. *************** September 18, 2024, we received your complaint, dated September 17, 2024, filed with the Better Business Bureau.
  
  You stated that the application shows zero down today for a new device; however, during checkout, you are charged $36.00 for taxes. You mentioned that the taxes should be added to your next monthly bill and not be required prior to the order being placed. You requested to receive the device with zero down, as advertised.
  
  Boost Mobile applies taxes, surcharges and fees to your service based on rates decided by federal, state and local laws.For more information, please visit *******************************************************.
  
  If you want to order the device, you would need to pay the required taxes upfront. It is worth noting that you are not paying anything for the device itself.
  
  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: 10/10/2024

  So after I made the complaint with the BBB. I reached out to boost mobile again to see if they would honor what the ad said. And what was posted under the phone before I applied. Why am I paying taxes on a phone I don't own yet. I could see paying the taxes on my first bill or at the final payment. But not before the phone is paid off. All I want is what is offered to me 0 down today should mean 0 down. Period. Thanks. This is misleading and false advertising. Buy the time I get this resolved the deal will be over anyway.

• Initial Complaint

  Date:09/17/2024

  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.

  I received text messages from Boost Mobile that clearly states if I pay my bill now I will receive 50 percent off my next months bill, this happened 3 .months in a row, July, Aug, Sept of 2024 ...since it's prepaid, I called when it was time to pay my bill, as anyone would not want to pass up such a deal ...they told me no they can not take 50% off my bill . I asked why not, they made me believe if I paid my bill the day they requested I would get said discount...asked to speak to a supervisor, same thing , they said no , in order to keep my service I would have to pay the full amount. They are having people pay early so they provide less than the 30 days of service we are paying for I asked them why do you people keep sending me texts about half of, if it's not true ...They are deceiving their consumers, advertising false information. I'm sure I'm not the only one to receive such messages.I want half off my bill because I paid when they asked, ..my bill is 50 a month , I want 75 dollars ,that's half off for 3 months that I paid the same day I receive the texts as my documents will reflect thank you

  Business Response

  Date: 10/14/2024

  October 6, 2024
  
  
  
  Ms. ******** *******
  ******************
  **********, ** 52722
  
  Re:          BBB Complaint #********
                  ************ -2024-09-20780
  
  Dear Ms. ****************** September 17, 2024, we received your complaint, dated September 17, 2024, filed with the Better Business Bureau.
  
  You said that you received multiple text messages indicating that if you pay your bill by a specific date, you will receive 50% off your next months amount due. You stated that when paying your bill early, you never received the discount as advertised. You are requesting a billing adjustment of $75.00 for the past three months.
  
  The Boost Mobile website cites that the 50% off promotion is for Unlimited Wireless customers, and requires that AutoPay be active on your account for the discount to apply. Please visit ******************************************** for further details.
  
  When we spoke by phone on October 6, 2024,I explained that in the interest of customer satisfaction, I applied a one-time courtesy credit of $25.00 to your account, which will reflect in the next ***** hours. You accepted this resolution and thanked me for reaching out.
  
  Sincerely,
  
  
  
  ********* ********-***
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  **************************************
                  ******,CO 80210
  
                ***** *****
  

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have two cell phone lines with boost mobile as of March 2024. Boost start charging a protection plan for the number ************ number of 8.00 dollars a month since March to September. I asked them to remove this charge because they were not giving me anything for it. They removed the 8.00 dollars for Sept. I need for them to refund the $48.00 back to my credit card which they refuse to do for March to to August. This was suppose to be for the phone. However I had a problem with the phone and the company refused to fix it. Also on Sept 15, 2024 I called boost and requested to downsize my plan each line for $***** each verses ***** a line. The *** stated I could do this with no problem but he had to do each line separately. He downgrated the second line to$*****. When he got ready to do the second line he stated I had to pay the ***** instead of the ***** dollars we agreed upon. Therefore I need this $***** extra added back to my card and the ***** for the second line to be honored. Since Boost do offer phone lines at ***** dollars there is no legitimate reason for them to honor this down grade. Boost also state on their website that they offer cell phones lines at $*****. I need them to honor the request. The *** wanted me to pay an additional $5.00 for each line for auto pay. I told him I was not interested in and this is when the problem occured and he stated he could not down size the other line. I paid ***** for the bill and extra $***** and the bill should have been $*****. $48.00 dollar paid for insurance for 6 months that I did not agree or sign u for

  Business Response

  Date: 10/04/2024

  October 1, 2024
  
  
  
  Ms. ***** ******
  ******************************************************
  *******, ** 60624 
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. ***************** September 17, 2024, we received your complaint,dated September 16, 2024, filed with the Better Business Bureau.
  
  You said you never selected Boost Protect and you requested a refund for eight months of insurance premiums. You also stated you had a problem with your phone, but we refused to fix it. In addition, you were told you could switch to the $25/30 GB plan per line, and then told you could not.
  
  The insurance plan, Boost Protect with AppleCare, is an elective product that can only be selected by you, the customer. Additionally, your statement, However,I had a problem with the phone and the company refused to fix it infers that you knew the policy was active on the account; therefore, your refund request will not be granted.
  
  We have requested that your account be reviewed; if possible, we will switch each line to the $25/30 GB monthly plan. Please understand that if each line is moved to the lower-priced plan, your monthly data will be reduced from 60 GB to 30 GB per line.
  
  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:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my second time filing, I was working with the corporate office and they made some administrative changes and I can no longer contact ******** ****** II, Corporate Case Manager. I ordered a phone once and it did not meet my memory needs. I stayed in contact with ******** ****** II but when I tried reaching him back on 12-14-2023, I did not get a response and the phone number was no longer in service. It has been more than two years that I have not been able to receive incoming calls unless I am already on the phone. I am highly upset the Boost Mobile would sell a phone to reduce their overhead losses knowing that within a year they would be making changes that would cause my phone to not work properly. Please contact me so that we can get this issue resolved.

  Business Response

  Date: 10/01/2024

  September 26, 2024
  
  
  
  Ms. ****** ****
  **********************
  *************************************;
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. *************** September 17, 2024, we received your complaint,dated September 16, 2024, filed with the Better Business Bureau.
  
  You said that for the past two years, you have not been able to accept incoming calls unless you are on a call when a new one comes in; therefore, you requested a store credit.
  
  A review of network activity did not find any current issues; however, the issue you describe would not be network-related; therefore, your request for a store credit is denied. I strongly recommend that you contact your phones manufacturer, *******, for assistance in troubleshooting your device.
  
  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: 10/01/2024

   
  Complaint: 22294961
  
  I am rejecting this response because:  Hello, did you do any research on this case since I attached an email image from ******** ******?  Boost sold me a phone that does not work with your new network changes.  Companies already know years in advance that they are making changes that will impact customers.  ********************** puts some phones up for sale that will not work properly with the 5G network in hopes to prevent dead stock  to cut their losses. There have been multiple people having issues and I have been to the store and was told, though I have some functionality, the 5G *** card does not work with my phone.  They have had many cases with customers having glitchy phones.  I reach out to Boost through my first BBB complaint and ******** ****** responded.  He kept claiming that the phone will work with the *** card but it does not.  He offered me half off a phone of my choice.  I initially made a purchase but sent it back because it did not have a SD card slot and the memory on the phone was not enough.  He said that I could purchase a different one when I found one that I liked.  I stayed in communication with ********, logging all the many issues that I had with him via email.  He even told me that though we pay for a mobile service that it does not guarantee that we could make or receive calls.    I reached out to the ********************************* and they are tracking the many complaints that people have with their service.  They informed me to have anyone that is having issues like I am to contact them because they are investigating these cases.  I am greatly bothered that I had not made a full year from the date that I purchase of my phone and, boost mobile had some network changes, sent me a 5G *** card and my phone started having issues.  I am not a phone person so I am not on it a lot and many people are annoyed that when they attempt to call me, every call goes straight to voice mail.  My phone is in pristine condition because I rarely use it, I keep a case on it and a screen protector.  I need someone from higher up in the corporate office to contact me.  ************************* is my email because if you call me, it will go straight to voicemail.
  

  Thank You,
  ****** ****
  *************************
  

  Business Response

  Date: 10/08/2024

  October 7,2024
  
  
  
  Ms. ****** ****
  **********************
  *************************************;
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. *************** October 4, 2024, we received your rebuttal, dated October 3, 2024, filed with the Better Business Bureau.
  
  You rejected my response because you indicated that I did not research your issue adequately.
  
  As stated previously, our network activity review did not find any current issues; however, the issue you describe would not be network related anyway. The phone associated with your account is a ******* Galaxy S10e, which was released more than five years ago; therefore, its performance could be a result of any number of issues. In addition, prior to your complaint on September 17, 2024,your recorded talk usage has increased significantly nor could we find any record of any form of correspondence from you since July 12, 2023.
  
  We did not find that you purchased the phone directly from Boost Mobile. If you purchased it from a Boost Mobile retail store, you would need to work directly with their management team. Boost Mobile retail stores are independently owned and operated businesses. Any funds paid to themwith the exception of service paymentswould be retained by the store.
  
  I recommend that you speak to the phone manufacturer to assess the issues with it or purchase a new phone. Please note your phone is unlocked.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22294961
  
  I am rejecting this response because:  I need someone higher up in Boost.  I purchased the phone from the Boost website and you clearly did not look thoroughly into that to find it.  I had been communicating with ******** ****** III for a few years concerning the issues I had been experiencing.  I provided a screen shot of the email communication to show that he offered a phone a 1/2 off.  There were many communications since then.  My phone worked fine before the new *** card. I have been to the store based on the advisement of phone agents.  I am not a phone person and I take care of my phone.  This phone does not have a scratch on it because it is in a good case with a screen protector.  I can make outgoing calls but every incoming call goes to voicemail.  This only occurred when Boost Mobile sent me a 5G *** card because the one I had would not work with your new network.  Since putting in that 5G *** card there have been problems.  How is it that my phone had no problems, then I use the *** card Boost Mobile provided and the problems start?  I need to speak to someone higher up than the person who responded to my rebuttal.  I have had my service for decades and when Boost buys out the company, I have nothing but issues.  I am tired of companies trying to revert the issues back to the manufacturer.  I had NO PROBLEMS with my OLD *** CARD.  BOOST send me a 5G *** Card and the PROBLEMS BEGIN.  I go the the Boost store and THEY TELL ME THAT THE *** CARD IS NOT COMPATIBLE WITH MY PHONE AND I NEED TO BUY A NEW PHONE.  I ALSO HAD THIS CONVERSATION WITH AGENTS OVER THE PHONE.  SOME SAY THAT THE *** CARD WILL NOT WORK AND SOME SAY THAT IT WILL.  IT WAS CONFLICTING INFORMATION.  ALL I KNOW IS THAT I HAD MY PHONE JUST OVER A YEAR AND AGENTS ARE TALKING ABOUT ME BUYING A NEW ONE.  I DID NOT SPEND ****** TO INVEST IN A NEW PHONE, HENCE ******** OFFERING HALF OFF A NEW PHONE. 

  
  Sincerely,
  
  ****** ****

  TRY CALLING ME AND SEE WHAT HAPPENS
  

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Boost mobile cancled my number without my consent and they will not reactivate. They told me to pay them to have it reactivated and I did. They proceeded to tell me they couldnt reactivate it. I spoke to several people and they hung up on me multiple times. I submitted a resolution ticket and they still have not resolved it. Every time I call back they tell me they will contact me but they never do. I keep having to reach back out to them and they keep telling me lies and hanging up on me. These are the people Ive spoke to and they all lied to me. ************** Rose ID DA1 - *** ID X80 - **** ID WBW - **** ID ******* There were many more that refused to provide me with their ID that hung up on me. There were managers involved as well.

  Business Response

  Date: 10/10/2024

  October 7, 2024
  
  
  
  Mr. Carlos Orlando Romero
  700 W. Greens Rd., Trlr. 79
  Houston, TX 77067
  
  Re:          BBB
  Complaint #22294816
                  2024-09-20782
  
  Dear Mr. Romero:
  
  On September 17, 2024, we received your complaint, dated September
  16, 2024, filed with the Better Business Bureau.
  
  You stated that Boost Mobile canceled your phone number
  without authorization and will not reactivate the line. You called our customer
  care department multiple times with no resolution and stated you were hung up
  on many times. You requested that the line be reactivated, so you can port the
  number to another carrier.
  
  Our records indicate that your phone number was successfully
  reactivated and you ported it to another carrier on September 24, 2024.
  
  We strive to provide excellent customer
  service and we regret that your experience was unfavorable. We appreciate your
  feedback and your concerns regarding our representatives will be shared
  internally with the appropriate personnel.
  
  Sincerely,
  
  
  
  David Rikkers
  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:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a temporary phone number *************) with Boost mobile while I waited for my phone number to be ported in (ending in 1247). On August 29th 2024, my number ported in successfully and I requested that the temporary number be disconnected. The agent assured me that it would at the end of the billing cycle. Well once again, on 9/13/24, I was charged for both numbers. Since then, I have spent hours on the phone with boost trying to get the number cancelled. Each time, their agents keep trying to give me promotions and deals for keeping the number active. I have told them I don't want or need the number and need it cancelled immediately. They keep putting me on holds and eventually I will get disconnected. This is in violation of California law (Automatic Renewal Law (ARL)). It states that if I signed up for a service online (as i did with boost), it requires that I be able to cancel online, immediately and at will, without having to contact the business. Boost has made it impossible to cancel online. It requires you to call their "customer loyalty department". I have already spoken to them and they tell me they cannot cancel immediately and I need to wait for the next billing period and they cannot send me a confirmation of my request to cancel service as they are auto generated only after it is cancelled.

  Business Response

  Date: 10/10/2024

  October 6, 2024
  
  
  
  Mr. Jose Rosales-Campos
  609 MacArthur Ave.
  Redwood City, CA 94063 
  
  Re:          BBB Complaint #22294505
                  46492269281143 -
  2024-09-20785
  
  Dear Mr. Rosales-Campos:
  
  On September 17, 2024, we received your
  complaint, dated September 16, 2024, filed with the Better Business Bureau.
  
  You said you had a temporary phone number
  with us while you were waiting for your permanent number to port in. On August
  29, 2024, your number successfully ported in, and you requested to disconnect
  the temporary one. The customer care agent assured you it would be canceled at
  the end of the billing cycle, but on September 13, 2024, you were charged for
  both numbers. You expressed dissatisfaction with the customer service you
  received. You requested the temporary line be canceled and to receive a credit
  for any charges past your original disconnection request date.
  
  When we spoke on the phone on October 6,
  2024, I apologized for the delay in the cancellation process, and explained to
  you that our policy states that any line cancellation may only be done at the
  end of the billing cycle. I informed you that I would make a one-time exception
  and ask for an immediate cancelation, as well as a full refund of the $53.24
  you were charged. You thanked me for the solution and informed me that you were
  no longer interested in porting your main phone number into Boost Mobile.
  
  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:09/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I buy a iPhone 11 from boost mobile toward the end of 2022. I boosted up which meant that I was paying on the phone. I paid the phone off so when I paid it off it should have been mine. Im trying to port my iPhone with another carrier and. Boost mobile has my device locked. This is my device and it has been. So I dont see why it is still locked. I call about on Monday 16th of September around 4:25pm to get it unlocked and I have got the run away from boost mobile. I need my device unlocked. It should have never been locked. Thank you

  Business Response

  Date: 10/14/2024

  October 9, 2024
  
  
  
  Ms. Wendy Peterson
  7438 S. South Shore Dr.
  Chicago, IL 60649
  
  Re:          BBB
  Complaint #22294258
                  485080147175
  - 2024-09-21033
  
  Dear Ms. Peterson:
  
  On September 19, 2024, we received your complaint, dated
  September 16, 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
  
  A review of your account reflects that your device was
  unlocked on September 17, 2024. Please note that unlocking a device will not necessarily make a device
  interoperable with another carrier’s network. In other words, a device designed
  for one network is not made technologically compatible with another’s 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,
  
  
  
  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: 10/15/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22294258, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Wendy Peterson
  
  

   

• Initial Complaint

  Date:09/16/2024

  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 purchased a pre-paid mobile plan with boost mobile at *******. I purchased this with cash and have since lost the receipt. I have tried on numerous occasions to get this account activated however Boost mobile will not active this account without a credit card. I do not have a credit card. Boost mobile refuses to refund my money that i'm out for buying the card and activation kit with cash. I'm seeking a refund for the amount of $200 plus requesting that the attorney general look into boost mobiles business practices in the state of ********. When someone pays for a good or service in cash it is illegal to require them to have a credit card just to use the good or service. Boost mobile shouldn't be doing business in the state of ********.

  Business Response

  Date: 09/24/2024

  September 21, 2024
  
  
  
  Mr. **** *******
  ***************************** D
  Centennial, CO 80112 
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Mr. ****************** September 17, 2024, we received your complaint, dated September 16, 2024, filed with the Better Business Bureau.
  
  You said you purchased a prepaid plan from ******* with cash. However, you were unable to activate an account without a credit card. You requested to be refunded $200.00.
  
  My attempts to contact you at ************** on September 20 and 21, 2024, were unsuccessful, but I left a message each time. I also sent an email to ***************** with a request that you contact me.
  
  As we are a prepaid company, you are required to purchase a plan up front in order to receive service. Because you purchased the plan from *******, you would need to address this with them.
  
  Your request for a refund is declined.
  
  If you are interested in establishing service with Boost Mobile and need assistance creating an account and activating a device, please reach out to customer care at **************.
  
  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
  
                  ****** ********