Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,963 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:08/26/2024
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 ordered a phone and it never arrived, and they want charge me for and it has been since May of ********************************************************************************* for service
Business Response
Date: 09/12/2024
August 29, 2024

***************************
*********************
************************;

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

Dear ****************:

On August 27, 2024, we received your complaint, dated August 26, 2024, filed with the Better Business Bureau.

You said you ordered a phone in May 2024 that you have not received, and you are being charged for service you are not able to use.You requested the device be provided at no charge.

Our records indicate that a claim was opened with *** regarding your missing order. Therefore, a refund of $31.95 was issued on August 27, 2024, and a credit applied to your account to cover the device finance charge. Your account is at a zero balance. Please note that you were not charged for service, as the line was never activated.
We decline your request to provide you with a free device.

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:08/26/2024
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.
My brother purchased a new ******* phone from Boost Mobile on May 31, 2024 for $200. The phone had issues from the beginning. He went back to the store shortly after purchasing the phone and they did a factory reset which fixed the problem for a short time. He was not able to hear or receive incoming calls. In August, I went with him to the store to let them know that the problem still existed. The store clerk attempted another factory reset and I had her go around the corner while I placed a call to his phone.The clerk was not able to hear me on the call. We then requested that she take the phone back and give him a new one since it was fully paid for and had never worked properly. She stated that she is not able to do this. She stated that he has warranty as well as he had purchased insurance. She recommended send it back to be fixed. I stated that this is primary phone, he lives alone, and he will need a phone. She stated that he would need to pay an additional $99. I then took my brother to ******* to purchase a phone. The ******* clerk stated that he could trade in his ******* phone even if it didnt work properly and get $200 credit on his purchase. When she attempted to unlock the network it had been locked by Boost. The ******* clerk stated that we would need Boost to unlock the network before she could complete the credit. We go back to the Boost store and the clerk states that it cannot be unlocked for a year, even though he owns the phone. This resulted in no trade-in.I feel that this a bad practice by Boost because it takes advantage of the customer and the customer has no recourse. No matter the issue, Boost wins and the customer and left to figure it out.Please assist or provide guidance on what should be our next step.
Business Response
Date: 09/24/2024
September 13, 2024

Ms. ******* *******
NC 27244

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

Dear Ms. ****************** September 9, 2024, we received your complaint, dated August 26, 2024, filed with the Better Business Bureau.

You said you purchased a device in May 2024, but you were unable to receive calls with it and you could not get the issue fixed at a store. You expressed frustration with being denied a refund or exchange and with the device being locked to Boost Mobile. You requested a refund.

Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. Additionally, you requested to return the device outside the ****** money-back guarantee. Your request for a refund is denied.

The unlock policy, which is also available online, states that your device must be active with Boost Mobile for 12 consecutive months before we can unlock a device. Because your device has not been active with Boost Mobile for at least 12 months, we cannot unlock it. We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it.

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

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

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 09/24/2024

Complaint: 22197271

I am rejecting this response because: The phone was purchased not brought on installment payments. At this point, the phone no longer belongs to Boost mobile. Once it is purchased, it belongs to the person that paid the full price for it.
For this reason, Boost should not be allowed to lock the network on someone else's property. This results is a bad business practice that requires investigation. This company is in a win-win situation and leaves the customer at a loss, even when they are selling faulty devices. A new phone should not have these issues. The company needs to stand behind products they sell or at least remedy issues with purchases.

Sincerely,

******* *******
Initial Complaint
Date:08/26/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Aug 19, 2024, 9:44, I paid for phone service for an employee. We learn that the service was on auto pay by a family member. I called everyday about a refund. The representative stated the Sim Kit Package have to be returned. I returned the Sim Kit Package on Thursday, August 22, 2024 by the carrier that delivered it. On Monday August, 26, 2024, a female representative told me I have to go through my Bank to get refunded which would cost me $35 service fee.I spoke to a male representative, now i have to wait three days for the returned kit to be processed and another three days to get a refund.It did not take me 6 days to pay them, just giving me the runaround.I am requesting my refund of S25.86 to be place back on my **** card.
Business Response
Date: 09/18/2024
September 17, 2024

*********************************
NC 27713

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

Dear ******************:

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

You stated that you made a payment on an account for an employee, but then found out it was set up on AutoPay by a family member of said employee. You were told to return the order. You did so, and provided the tracking information. You requested to receive a refund.

Our records indicate that a refund of $25.86 was issued and posted to the account on August 26, 2024. Please confirm receipt of the funds with your financial institution.

Sincerely,

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

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

                *********************
Customer Answer
Date: 09/18/2024

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:08/26/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 9th, 2024, I signed up for services with Boost Mobile and placed an order for a phone. When I called on Tuesday of the next week several agents stated they could not locate my order. I was advised to place another order using a different email address, which they could not find.After these attempts, I was told to place a third order with an agent to ensure it went through correctly. Although I was promised an email with the agreement within a few hours, it didnt arrive until the next day. I signed it promptly but later received an email stating I was ineligible for the phone and was issued a refund for the third order. When I asked a representative in the ******************** when I would receive my refund for the first two orders, they said it would take 5 to 7 business days.Unexpectedly, a few days later, I received the phone I had ordered which I did activate. On August 21st, I received a second phone, which is still sealed.After the second package was delivered, a representative explained that when I placed my first order on a Friday, the department handling orders was closed over the weekend. It would have been helpful if this had been explained to me earlier.I had to place three separate orders using different email addresses, and its unfair that I am now being asked to pay for the return of a phone sent to me in error. This situation is due to Boost Mobiles errors, not mine. I have records of every call.When I spoke with several representatives about obtaining a prepaid shipping label for the second phone, I encountered unprofessional behavior, including loud talking, laughing, and muting of the phone. Despite explaining that this situation was not my fault, I was told that I was responsible for return shipping.This is unacceptable. I should not pay for the return of a phone and I do not want to prolong the return of the second device, as your policy allows only for 30-days.I already have one line with you all. I do not need two.
Business Response
Date: 09/12/2024
August 30, 2024

************************
*************************************
**********, SC 29611

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

Dear Norsaahad *******:

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

You stated that on August 9, 2024, you signed up for services and placed an order, but you did not receive confirmation.You indicated that on the following Tuesday, you contacted customer care and they could not locate the order and advised you to place a new one. You ended up placing three different orders under three different email addresses. On one order you received notice that you were not eligible and you received a refund,and the other two orders were delivered. You are now being forced to pay to return one of the devices, even though this was not your fault. You also expressed dissatisfaction with the customer service you received. You requested a prepaid return shipping label for the second phone and a refund.

Phones purchased from Boostmobile.com may be returned within 30 days of the *** shipment date, if the requirements listed here are met: **********************************************************. The policy does state,You must use a pre-paid shipping service with tracking (for example, FedEx,***, or Certified Mail through the ********************* We will not accept packages if we are required to pay any postage or fees of any kind to receive the package. If we accept the return, the purchase price will be refunded to the credit card used originally. Please note, this policy applies only to phones purchased directly from Boost Mobile.

A review of account ************** reflects that the Return Authorization number and instructions were provided to you at ****************** on August 30, 2024. Please note that, in accordance with the return policy, once the device is returned, a refund would be issued within ten business days. In the interest of customer service, a credit of $25.00 has been applied to your active account ****************** help cover the return shipping cost.

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: 09/12/2024

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,

Norsaahad *******
Initial Complaint
Date:08/25/2024
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.
8/12/24 paid my bill ***** 8/13/2024 ordered phone online for ***** (***** w/tax)Website repopulated an old address after confirming order.I immediately called Boost they told me nothing could be done and or talk to UPS.I spent the next 4 days trying to cancel order.Was told twice it was cancelled was even emailed an RMA for a phone I wont receive.Now on the 14th I get an email saying I'm now on auto pay. I cant turn it off in the app so I make yet another call to get it turned off.Not sure how this will affect payment made 8/12 I make another ***** on the 14th the due date.Discover is now involved because Boost is so inept and nothing gets resolved. I have a provisional credit for the phone ***** I called Boost about the double payment of ***** and was told to give it some time yet they are charging me ANOTHER ***** due Sept 14/2024?!?!A credit should have appeared on The Aug statement for ***** instead I have a 6.40 credit and *** due of *****.9/15/2024 I may need to call Discover and tell them I'm being double billed for either the phone or monthly charges Unfortunately, there is no one available at Boost to discuss this mess and fear my phone being shut off which I need for work as a commercial driver.Im looking for a refund of ***** for an incorrectly shipped phone AND a ***** credit for 9/15/24 monthly payment.Regards.
Business Response
Date: 09/12/2024
September 3, 2024

***************************
*******************************
*****************************;

Re:          BBB Complaint #********
                ************ -2024-08-19011

Dear **************:

On August 26, 2024, we received your complaint, dated August 25, 2024, filed with the Better Business Bureau.

You said you purchased a device on August 13, 2024, and the website repopulated the incorrect address after the order was confirmed. You attempted to cancel the order, but you were unable to. You also indicated that autopay was enabled and you attempted to remove it. In addition,you made two $50.00 payments in August 2024 and should have a $50.00 credit as a result, but you only have a $6.40 one. You requested a billing adjustment and refund.

When an order is placed, customer care is unable to change the shipping address or cancel the order. It is your responsibility to work with *** to update the address. Additionally, because the device was delivered, you will need to work with *** to file a claim.

You have a $6.40 credit instead of a $50.00 credit because you disputed the charge of $43.60 on August 19, 2024, and it was returned, but it remains on your account as it is valid.

Your requests for a billing adjustment and refund are 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:08/25/2024
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 been w Boost since 2003 w the same number. I purchased all phones from Boost mobile direct. On August 23, 2024 @ 5am my phone is locked, emergency calls only, no network not registered. Called customer care and went through steps to correct no resolution so a ticket was placed for engineering dept.;advanced tech support. I literally called more than 15 times checking on a resolution to be told different stories to include, Your phone screen is locked, put in your pin; it's your sim card go to a store and get new one; I'll call you back between 4-5 pm today; no time frame for tickets don't know when it'll be fixed. Now I went to a ** store, 8-25-24 on ***************, SS MD one female employee in store, she removed my sim and called 2 activate was told ** wanted to speak w me. The ** *** on phone told me my phone is not compatible w ** Sim not issue need new phone. I advised the phone was recently within the year purchased with ** and was ******* A53 5g. Told new phone is required. When I got back home called ** again and the girl at store failed to put Sim back in my phone so back to store I went. The female employee put her hand out w the Sim , I asked her to put in back in the phone. Called ** again was told that *** is not registered w my phone, she, the store employee gave you the wrong Sim. I am now exhausted with the crazy customer service agents which are hard to understand and obviously cultural barriers, hence my phone is locked no network to your phone is locked enter your pin to unlock Miss. Not one customer *** was understanding me. I finally hit on a *** named ****, he understood me and I could understand him. He clarified the mis***resented former ticket and went through some steps to fix and then spoke honestly to me, explaining network issues, Sim card, ICCID, IMEI id's were different on phone vs ** records. I am now 3 days w no phone service, have lost time at work 8-23-24, and will again 8-26, I'm fed up and must go get new phone w ********
Business Response
Date: 09/13/2024
September 10, 2024

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

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

Dear ********************:

On August 26, 2024, we received your complaint, dated August 25, 2024, filed with the Better Business Bureau.

You said that your phone stopped working on August 23, 2024, and is only available for emergency calls. You requested we contact you and you would like a billing adjustment.

Our records show that, on September 4, 2024, you spoke with a representative and it was determined that your phone is not compatible with the DISH Wireless network. On September 7, 2024, you ordered a new phone, which is scheduled for delivery on September 11, 2024.

As a courtesy, I applied a $40.00 credit for one month of service to your account.

We apologize for any inconvenience this has caused.

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:08/25/2024
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 ordered a phone with my applied discount o er the phone with **************** spent an hour on the phone changing address and credit card information. They sent it to wrong address won't give me the the full refund or option of having my discount again. And I never got the phone
Business Response
Date: 09/12/2024
September 3, 2024

***************************
PR 00909

Re:          BBB Complaint #********
                ************ -2024-08-19000

Dear ****************:

On August 26, 2024, we received your complaint, dated August 25, 2024, filed with the Better Business Bureau.

You said you ordered a device with an agent and it was sent to the wrong address. You requested to receive another discount for a device along with a refund.

Our records show the order was placed with the shipping address matching the mailing address on the account. If the address is incorrect after placing the order, the customer must work with *** to change the delivery address, as our agents are unable to.

Because the device was delivered, we are unable to issue a refund. You will need to file a claim with ***.

Your request for an additional discount on a device/refund is declined, at this time.

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

Sincerely,

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

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

                *****************************
Initial Complaint
Date:08/24/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 16, 2024, after exhausting my initial 40GB of data, I purchased a one-time $10 10GB data pack with hotspot to continue using your services. I received a notification from Boost Mobile confirming this purchase and was instructed to review these changes via the Boost Mobile app or online. However, when I attempted to do so, the changes were not reflected. The app continued to display only the data I had previously used under my initial 40GB plan and did not provide any information regarding the usage of the additional 10GB data pack.When I contacted Boost Mobile customer service on this matter, the representative I spoke with,identified as "*****," informed me that I should be able to view my 10GB data usage on my end and that, according to her records, I had already used all of it. Despite my repeated explanations that this information was not visible on my account, she continued to insist that it should be,leaving me with no clear resolution.This lack of transparency and failure to provide accurate and up-to-date information regarding my data usage constitutes false and deceptive practices, which are in direct violation of federal consumer protection laws. According to the ************************ (***), such practices are prohibited under Section 5 of the *** Act (15 U.S.C. 45), which outlaws "unfair or deceptive acts or practices in or affecting commerce."Furthermore, the failure to provide accurate data usage information may also violate the *********************************'s (***) rules on transparency under the Open Internet Order,which require internet service providers to disclose accurate information regarding the network management practices, performance, and commercial terms of their broadband services.
Business Response
Date: 09/20/2024
September 20, 2024

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

Re:          BBB Complaint #********
                ************ -2024-08-19009

Dear *************************** 26, 2024, we received your complaint, dated August 24, 2024, filed with the Better Business Bureau.

You said that on August 16, 2024, you purchased a 10 GB data pack add-on, but you did not see the change reflected on your account. We told you that the data was used, but could not provide any detailed information on your usage.

A review of your account confirms a 10 GB data pack was added on August 16, 2024, and would have expired on September *******. This data pack was completely depleted by August 20, 2024, as you used a total of 16.5 GB of data between August 16 and 20, 2024. You should be able to view your data usage on your device. As a courtesy, I issued a credit for the $10.00 data pack.

As your account is a prepaid account, you are not under a contract or commitment.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:08/24/2024
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.
on 08/23/24, i reached out to boost mobile to inquire about acquiring service from the company. i was told that i would not be charged with out providing my e-signature for the discussed services and products. i was assured multiple times that i would not be charged with out my signature on the call. i stayed on the line for a while trying to see if the email would be received but it never came. i did tell the representative i received an email to set up my account but she said not to worry about that one yet and that should be receiving a separate email. the representative was asked if they could send the email to another address as i checked all folders and hasnt been received. i was informed it can take up to 30 minutes and the call was ended. i later noticed a charge for the service from boost mobile but i still hadnt received any email that required my signature for authorization. *** called multiple times to request that the order is cancelled and i have been told i have to allow the transaction to go through although they have not shipped a product, sent a billing confirmation, or sent me any email regarding my authorization to charge my account for their services. *** reached out to their support multiple times and been told theres no one who can cancel the transaction and no way to stop the order or no one else i can speak to about the matter.
Business Response
Date: 09/12/2024
September 10, 2024

***************************
*******************
************, ** 28303

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

Dear ****************:

On August 26, 2024, we received your complaint, dated August 24, 2024, filed with the Better Business Bureau.

You said that you were assured, multiple times, that your card would not be charged until you received an email that required you to authorize the transaction. You never received the email in question and your card was charged anyway. You were told you would receive a refund, but you have not yet. You would like the refund you were promised.

UPS tracking confirms the packages were delivered to our facility on August *******, and I requested the refund be issued.

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:08/24/2024
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 purchased a phone via ******** Marketplace for 1000 dollars an iPhone ******************************************************************* it was locked to boost mobile, so I contacted boost mobile, they refused to unlock it said because it wasnt on an active account there was nothing they could do except send me to speak to apple, apple said there wasnt anything they could do for me it had to be boost mobile, so I activated this phone e on boost network just to get it unlocked, bright side the service is GREAT the customer service is not, ********************** own policy states if your byop, or if you pay your current phone off they will automatically unlock your phone within 2 days, this has not been the case at all they are forcing me to take them to court over an unlock???? Seriously? Boost is willing to jeopardize many things just to keep a phone in their network, a phone thats staying regardless because I love the fact I get service everywhere, but I do want to add my work number to the phone, now if I have to take them to court I will leave the service behind, I want them to unlock my phone and pay me for the time Ive had to take off of work to handle this, UNLOCK MY PHONE and if you refuse Ill see you in court
Business Response
Date: 09/12/2024
August 27, 2024

Ms. ***************************
**********, ** 63565

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

Dear ********************:

On August 26, 2024, we received your complaint, dated August 24, 2024, filed with the Better Business Bureau.

You stated that you purchased an iPhone 15 Pro Max from ******** and you were advised at the time the device was locked. Your attempts to unlock it were rebuffed several times by us. You said that you set up an account (so that your device could be unlocked), as the policy states that eligible devices would be unlocked within two days. You requested your device be unlocked and to be compensated for the time you spent.

Our unlocking policy states, If you purchase a Phone from us, we will unlock your Phone after your fulfillment of any financing plan you used to purchase your Phone. We will automatically unlock your device remotely within
two (2) business days after your Phone becomes eligible for unlocking.

Our records indicate that the device in question has an incomplete device financing agreement; therefore, it is not eligible to be unlocked.

We decline your request to unlock the device and provide compensation. At this time, we recommend that you contact the person from whom you purchased the device for further assistance.

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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Customer Answer
Date: 09/15/2024

Complaint: 22191170

I am rejecting this response because:
You state that I was aware the device was locked, yes you are correct, a lot of phones are locked, many carriers being sued for locked phones so that is obvious that carriers are not unlocking phones when they are supposed to, I was NOT aware there was a balance owed, and because boost now claims theres a balance oh, from a contract I was not privy to nor was I there to be informed of terms and conditions of contract, nor is my signature anywhere on a contract with boost therefore Im not a party to that contract, you cannot force a contract upon me for your financial gain. I was not a party to that contract nor will I ever be a party to that contract so therefore you need to speak to the original parties involved with original contract because I do not consent to be held liable or responsible for any contract that I was not a party to, you ever get me to contract with you. I think its time for you to realize you cannot under any circumstance harm an individual for your financial gain, which is what youre doing right now for me to give you money because you refused to unlock a phone that I purchased not through boost from a private individual on this land is going to side with Boost Mobile. They cannot contractual laws very explicit. Lets talk about boost failed to complete their side and follow the law, in order to hold me responsible for a contract I was not privy to notify myself. I said, contract terms and conditions, and the balance owed prior to service being initiated and started between myself and boost. In fact, its quite contrary matter of fact, I have been writing from your company. The reason for not unlocking the phone had nothing to do with the balance owed. It was because of your policy and the phone was not on an active account and even though thats illegal to state to individual I bought the *** even though I do law and I understand that I have rights and you couldnt force me to start service I started service to save face. Nobody likes an argument all the time so what is $25 to me to save an argument and we both win again quite the contrary instead after I service your company then tells me its because our policy the phone has not been active long enough. It must be active for 12 consecutive months illegal I didnt purchase the phone from you so therefore you cant enforce that your policy does not supersede law and laws in supersede rights, you failed to notify me of any balance owed. I dont have to take this person. I bought the phone from thats for you and that person to handle your business. My business with that individual has completed. So now it seems to me that we are at a crossroad, but I know what direction Im going so my blinker is on. I suggest you consult a legal advisor because you will lose this case and if I take this to court, which you have three business days three business days which today is, you until the 18th at 12 PM mountain standard time to unlock my phone, at 12:01 PM on the 18th I will be filing into a supreme court a lawsuit against Boost Mobile for violations of my rights for forcing contracts upon me that I did not consent to and trying to force a policy onto me stating that is above the law everything that I have said were done with Boost Mobile has been documented. I have the transcripts of every conversation I have had with any of your employees, I also have your response from the Better Business Bureau. You will not win this case on top of that. You are very much aware of the securities act of 1933 regardless of your contract you cant hold somebody responsible for a debt that they are not responsible for anymore matter fact, the president president ********* did in fact enact laws that are still legal and binding to this day, so again you have until 12pm Weds the 18th to unlock my phone, or I file the lawsuit, and please note Ive been studying law since 2007 and I wont file a lawsuit I dont have legal standing, so please consult your legal advisor if you do not understand the laws that are protecting me and if you dont understand contractual law, I highly suggest we settle this before I file this lawsuit, I will also file a complaint with the *** today with all transcripts of communications between Boost and myself as well as this thread of communication between yourself and I, I do hope you make the right choice and we can build on a better relationship with transparency and honesty and not bad business techniques, an apple phone is not worth the consequences that will follow.
Sincerely,

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