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

4,969 total complaints in the last 3 years.
1,513 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:07/22/2024
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 signed up for Boost in October of 2023 for the $45 for three month plan. On 4/23/24, I paid $47.02 for that plan to continue. On 4/28/24, I upgraded to the $90 for three months, paying $46.64 to equal $90. I thought all was well until recently as somewhere in the system an error occurred making it seem I owed $43.86, which is erroneous as Boost is prepay, if I owed money then my service would not work. I have spoken to 3 boost agents via chat with three different explanations, but all stated it was an error and if I just paid $91.91 on July 22, today, it would disappear. It has not, and I fear my service will be shut off at midnight because of this error. I refuse to pay that additional $43.86 as it is an error. **************** is awful. I paid $50 yesterday and then $41.41 today, so my account should be in good standing with zero balance due.
Business Response
Date: 07/31/2024
July 24, 2024

***********************
*********************
Selah, WA 98942

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

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

On July 23, 2024, we received your complaint, dated July *******, filed with the Better Business Bureau.

You stated that when you originally signed up for services,you were paying $45.00 for a three-month plan. This renewed on April 23, 2024.On April 28, 2024, you upgraded to the $90.00 for three-month plan. You mentioned that the app was showing your next monthly renewal was $135.00, and customer care advised you it was due to the account having a balance owed. You said that as your account is prepaid, a balance should not have been allowed and despite making your monthly payment for July 2024, your account is showing it will be interrupted unless you pay an additional $43.86.

A review of your account reflects that when you elected to make the change to the $30.00/mo. 3-Month Unlimited Talk & Text + 12 GB Hotspot plan on April 27, 2024, the total amount charged was $91.63 and you only made a payment of $46.64. This left a balance owed for the plan change,but due to an error, the account was not interrupted on April 27, 2024, as it should have been.

A credit of $43.86 was issued in the interest of customer service.

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: 07/31/2024

Complaint: 22025597

I am rejecting this response because:
I paid $47.02 on 4/23/24 and then $46.64 on 4/28/24, and my Discover card statement shows this, to upgrade to the $30.a month plan. What the customer service agent told me the $43.86 was for the original $45 plan for 3 months as the system doesn't allow someone to upgrade, but the system did allow. I knew they would turn my service off I did not pay the $43.86, which I refused because why would I pay for the $30 a month for 3 month plan and the $45 for 3 month plan for one line. The person who responed to this is mistaken as I did not owe anything as I paid more than $91.91 as $47.02 plus $46.64 equals $93.66. They turned my service off on 7/23/24 because of their mistake. I have gotten a new number and carrier. I want the $91.91 I paid for 7/23 to 10/23/24 credited immediately as I will never use boost again and I threw my sim card away.

Sincerely,

*******************
Business Response
Date: 08/12/2024
August 8, 2024

***********************
*********************
Selah, WA 98942

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

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

On August 7, 2024, we received your rebuttal, dated August 7, 2024 filed with the Better Business Bureau.

You stated that you are rejecting our response, as you went to a new service provider and received a new number due to your services being turned off on July 24, 2024. You requested a refund of $91.91.

As I advised you in our email correspondence today, August 8, 2024, a refund of $91.91 was approved and issued to the card ending in 2021 on August 5, 2024. Please contact your financial institution for further inquiries.

Sincerely,

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

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

                **************************;
Initial Complaint
Date:07/22/2024
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.
My prepaid account with ********************** was activated by a representative over the phone and they put me on AUTOPAY without my authorization, they also did not inform me about enrolling me to autopay. today I got charged for another month and Im not even in the ** anymore. agents and managers wont refund the unauthorized payment even if they deliberately did not inform me that i was being enrolled to autopay! i need a refund for this unauthorized transaction Please get the company to send me an email confirmation once the refund has been processed
Business Response
Date: 08/12/2024
August 7, 2024

Ms. ***** *****
***************************
****, NV 03199

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

Dear Ms. **************** July 22, 2024, we received your complaint, dated July 22, 2024, filed with the Better Business Bureau.

You stated your account was placed on autopay without your authorization, causing a charge of $25.00. You mentioned you were unable to get a refund for this amount, and you requested the charge be reversed.

Our records show your account was placed on autopay at the time your account was created. In the interest of customer service, I issued a $25.00 refund. Please allow up to ten business days for processing.

We regret any inconvenience.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/22/2024
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 July 21, 2024, I visited a BOOST store in ******** with my mother after a frustrating experience at another location in ********. At the first store, an employee tried to sell me a phone at a much higher price than listed online, with fluctuating fees totaling almost $50 more. Additionally, someone attempted to break into my mothers ********** the ******** store, I purchased an iPhone 11 to replace my broken iPhone 12 mini. The employee was rude, uninformed about the device storage, and took almost an hour to complete the iCloud setup. She also incorrectly installed a screen protector, which cracked shortly after I left. When we returned, she was disrespectful, and her manager reluctantly replaced the protector.Prior to me coming to the stores I had significant issues with my SIM card not receiving messages. Despite contacting BOOST support multiple times, I was repeatedly told to wait 24 hours and restart my device, which didnt help. This disruption was stressful as I was handling college acceptance, financial aid, and starting a new job. it really made me feel not valued as a customer, and it made me feel like I was not important and that my experience was not valued.The entire experience was emotionally distressing. Despite being loyal customers since 2019, we felt undervalued and neglected. I hope BOOST addresses these issues seriously to prevent other customers from enduring similar frustrations. It is truly frustrating to seek assistance and repeatedly be told to resolve the issues on my own. Having worked in IT support at my college for two years, I understand the nature of these problems and how they should be handled. Knowing the level of service that should be provided and not receiving it as a customer is very upsetting. This was an exceptionally poor customer service ***************** were provided of each of these experiences and the cracked screen protector. I also have a video on my mothers phone of the second screen protector.
Customer Answer
Date: 07/23/2024
This step asked me about my expectations from the business. I have already provided all the necessary photos and information. However, I expect the business to properly educate their workers and train their managers on how to speak to customers. For example, managers should avoid using phrases like "I am doing you a favor" when they are simply performing their job. They made a mistake that needed to be corrected. Instead of owning up to that mistake, they pointed out potential errors on my part and made me feel bad, which discourages me from returning. Additionally, it was evident that they were not knowledgeable about the device they provided, as it did not meet the specifications I requested, indicating that they did not listen to their customer.
Business Response
Date: 09/17/2024
September 11, 2024

Ms. **** ********
********************
*******************************************;

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

Dear ****************************** 23, 2024, we received your complaint, dated July 22, 2024, filed with the Better Business Bureau.

You said that on July 21, 2024, you experienced an unfavorable interaction at a Boost Mobile retail location. You stated that you experienced issues with the installation of your screen protector installation and being told misleading information regarding device storage. You mentioned the customer care agent was rude as well. You requested a refund of an undisclosed amount.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Your refund request is denied.

We strive to provide excellent customer service and we regret that your experience was unfavorable. Your feedback will be shared internally with the appropriate personnel.

Sincerely,

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

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

              ***** *****
Initial Complaint
Date:07/21/2024
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 name ******************** **************. On July 2nd this year: I ordered a ******** moto g 5G - 2024 (IMEI Number: ***************) from Boost mobile phone store on-line. The phone company said it was delivered, but I never got the phone. I put insurance on the phone, but they will not replace it and will either tell me to call ****** or the insurance and when I do call them, they will tell me to call the other two. I paid 127 dollars for it. I put in a number of complains to either get another phone or my money back.
Business Response
Date: 07/30/2024
July 23, 2024

Mr. *****************
*********************
***************

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

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

On July 22, 2024, we received your complaint, dated July 21,2024, filed with the Better Business Bureau.

You stated that you placed an order for a ******** Moto 5G and paid $127.00. We advised you that the device was delivered, but you said you never received it. You also indicated that you placed the device insurance on it, but we refuse to replace it. You requested a refund.

Our records indicate that order 8710-487353-2744 was delivered to the address you provided on July 8, 2024, via *** tracking number 1Z52A2591218890308.You need to file a claim with *** if you are indicating you did not receive the order, as they are showing it was delivered successfully.

Please note that even with the device insurance on the account;it would still require you to file a claim with Likewize.

We decline your request for a refund.

Sincerely,

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

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

                **************************;
Initial Complaint
Date:07/20/2024
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 new iPhone 15 Pro *** in April of 2024 from Boost Infinite and paid for it in full. I have not been able to send/receive photos OR group messages since purchasing the phone. I have spent HOURS on the phone with Boost Infinite over the past three months in an attempt to resolve the issue. On July 19th, 2024 I lost all data services. When contacted, they could not explain the loss, did not have a resolution, and were not sure when it would be fixed if at all. When I contacted other providers ****************** and Consumer Cellular) they stated that the phones IMEI is not compatible and therefore I would not be able to transfer the phone to them. Now I am stuck paying for services every month that I am not receiving with NO ability to leave the company. In the amount paid below I included the price of the phone and three months of service.
Business Response
Date: 07/24/2024
July 23, 2024

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

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

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

On July 22, 2024, we received your complaint, dated July 20, 2024, filed with the Better Business Bureau.

You said that you have not been able to send or receive photos or group texts since purchasing and activating your phone. You have contacted other carriers such as **************** and Consumer Cellular, and they informed you that based on your phones IMEI, it is not compatible with their systems. Therefore, you have a phone that you paid for in full, but cannot transfer to another carrier.Because of these issues, you requested a refund.

Our records show that on July 20, 2024, you spoke to a representative and it was determined you were able to perform the actions described above with other iPhone users. Our records also show that the phone is unlocked and the phone number was ported out to another carrier on July 21, 2024.

You have been granted a credit each month toward your bill; therefore, you do not qualify for a refund.

Sincerely,

***************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.

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

                *****************************
Customer Answer
Date: 07/30/2024

Complaint: 22019965

I am rejecting this response because:
I filed the complaint on July 20, 2024. I NEVER, on that day or any other, told one of your representatives I was able to perform the actions described. At my breaking point, over spending so much money on the phone and the HORRIBLE customer service, I desperately reaced out to the BBB and Xfinity again. I begged to speak to someone in management at Xfinity and explained my issue. After running the **** AND ****2 number she WAS able to provide me service. She directed me to reach out to you with instructions for transitioning to Xfinity. While I no longer expect Boost Infinite to pay for the phone, as I am able to use it as I expected, I paid Boost Infinite $84 on April 11th, $77.35 on May 2nd, $12.01 on June 14th, and $22.02 on July 15th. While I was given $10 credits, I was NOT given a $10 credit for ****** May, June, and July. If you look at your phone records for this period of time (April - July), you will see that I spent HOURS upon HOURS on the phone in an attempt to have the problem resolved. EACH TIME, I had to walk the representative through the issue only to be redirected to another representative; consistently promised that the problem would be resolved. Boost Infinite FAILED to ever resolve the issue. While I understand that ALL companies will have problems and need time to resolve them, this entire situation was not handled professionally.
Sincerely,

*************************
Business Response
Date: 08/01/2024
August 1, 2024

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

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

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

On July 31, 2024, we received your rebuttal, dated July 31,2024, filed with the Better Business Bureau.

You rejected my previous response because you were not granted a $10.00 credit in April, May, June and July 2024. You also said that you did not tell anyone that you were able to perform the actions described.

A review of your account shows that you received credits ranging from $5.01 to $10.00 in January, February, March, May, June and July 2024. Although you did not receive a credit in April 2024, you did receive two credits in March 2024.As a courtesy for the issues you experienced, I will refund the payments made in April, June and July 2024, for a total of $111.38. Please note that a payment did not post to your account in May 2024.

The ability for you to perform certain transactions with other iPhone users is currently being investigated. Please note, this was referred to in your account notes.

We apologize for any misunderstanding and inconvenience this may have caused.

Sincerely,

***************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.

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

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

Customer Answer
Date: 08/02/2024

Complaint: 22019965

I am rejecting this response because:
I have not received a "refund" as you stated, but rather a credit to my Boost account. Considering I am no longer a Boost customer, I would like an actual refund. Your message stated that I received credits to my account prior to ****** The issues began with the new phone, which was purchased from Boost in ****** I'm not sure how I would have received credits for an issue prior to me even purchasing the phone.
Sincerely,

*************************
Business Response
Date: 08/08/2024
August 7, 2024

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

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

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

On August 7, 2024, we received your second rebuttal, dated August 7, 2024, filed with the Better Business Bureau.

You rejected my response because you received credits instead of a refund. You also said that the issues started in April 2024, so you are unsure why you would receive credits prior to this date.

Please note that credits were applied to offset the refund issued on August 2, 2024, to the card ending in 5824.
We suggest you contact your card issuer regarding the status of this refund.

Prior to April 2024, you were receiving courtesy credits for $5.01. These credits also continued once the $10.00 credit began.

Sincerely,

***************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.

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

                *****************************
Initial Complaint
Date:07/20/2024
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.
I was paying my mothers phone bill (phone number ************) on the website and it was not giving me the option to remove certain options. I had no choice but to submit my payment with the "saved payment method" and "enable auto pay to make future payments easier" option. I tried to manually remove my card information and it would not let me. I keep getting prompted to add another card which I do not have. I called customer service and was even transferred to a supervisor who were no help. I paid 2 of my other lines this month and was never required to have a saved payment method on file. I want my card information removed to protect my privacy.
Business Response
Date: 08/12/2024
August 6, 2024

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

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

Dear Ms. ************** July 22, 2024, we received your complaint, dated July *******, filed with the Better Business Bureau.

You stated that you made a payment on your mothers account,but were not able to remove your payment card afterward. When you contacted customer care, they were unable to resolve this issue. You requested to have your card information removed from your mothers account.

******************** policy states that all accounts must have a payment card saved in the system. However, this card can be replaced with another at any time. Please refer to the Boost Mobile Terms and Conditions on our website for more 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: 08/12/2024

Complaint: 22019718

I am rejecting this response because:
This is simply not true. I just paid for my phone service on August 8th, 2024 without having to save a card number too the Boost mobile website.

Sincerely,

*************** Job
Business Response
Date: 08/21/2024
August 19, 2024

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

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

Dear Ms. ************** August 16, 2024, we received your rebuttal, dated August 16, 2024, filed with the Better Business Bureau.

You rejected my response because you were able to make a payment on your own account on August 8, 2024, without having to save a card in the system.

My previous response did not state that a payment card had to be saved into our system in order to make a payment. It stated that once a payment card is saved into our system, it cannot be removedonly replaced.

Sincerely,

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

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

                *********************
Customer Answer
Date: 08/21/2024

Complaint: 22019718

I am rejecting this response because:
Customer service is telling customers that they need to save a card payment in order to make a payment. I am not sure why my card information needs to be stored on boostmobile website. Theres is no valid reason too except setting customers up to have there card information stolen by hackers.
Why cant my card information be removed from the website? What is the necessity?
I have removed my everyday debit card and added my travel debit card. However, I still do not want any of my cards on boost mobile website.

Sincerely,

*************** Job
Initial Complaint
Date:07/20/2024
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 purchased a brand new phone from boost Mobile ************************* May 31 st 2024 my phone has not worked properly since I do not receive emails texts from my job my daughter my mom anybody people are telling me that they are calling me and the phone is not ringing it's sitting right here next to me I have been in a boost Mobile store five times I have called boost Mobile 20 times either they hang up on me or they tell me it is a network issue they cannot fix it all I would like is either another phone of my money back I have a phone that I'm paying the bill on monthly and it is not working
Business Response
Date: 08/14/2024
August 13, 2024

*******************************
*******************
******, ********

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

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

On July 22, 2024, we received your complaint, dated July 20,2024, filed with the Better Business Bureau.

You said that on May 31, 2024, you purchased a new phone from a Boost Mobile retail store. However, you are unable to receive calls,emails or text messages. You contacted the store and customer care many times about this, but they were unable to resolve the service issues.

When we spoke on August 13, 2024. I confirmed that you have reported these issues. On August 9, 2024, our back office noted some configuration changes had been made to the network to try to improve your service. However, you indicated that you did not notice any improvement;therefore, you would like your device unlocked in order to move to another provider.

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

As an exception, I agreed to unlock your device and provided you with the internal unlock passcode.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 08/14/2024

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:07/20/2024
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.
Greetings, on July 17, I woke up and discovered that my cell number ************ had no network service. I called Boost Customer support. After dpeaking with almost a dozen different boost tech support reps and wasting 8 hours on the phone, I was told my service was disrupted due to a new merger that boost completed on the 16th of july and several thousand boost customer were left with no service. Tech agent informed my service would be restored within 2 business days.4 Days later and I still have no phone service. I called boost tech support and the agents says they do not know how to rectify the glitch and it may take another 2 or 3 days. I requested a portability and unlock to get phone service from another carrier but boost specified that the network error is blocking my account number preventing ********************************** assigned a case number of - 482-4769 Tech support informed me that they do know how to fix their glitch and I may have to select a new phone number.I have had my phohe number of ************ since 2001. For the last 2 decades I have built my brand and contacts with my cell number.I expect boost to immediately restore service to my phone number ************ or boost must complete full the portability of my number to another carrier to service.Temporarily I may be reached at **********
Business Response
Date: 07/31/2024
July 30, 2024

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

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

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

On July 22, 2024, we received your complaint, dated July 20,2024, filed with the Better Business Bureau.

You said your service for the line ending in 4147 stopped working. You attempted to port your phone number to a new provider, but you were unable to do so. You requested your service be restored. You also expressed frustration with the customer service you received while trying to resolve this issue.

When we spoke on July 30, 2024, you confirmed your service is now working normally.

I regret the way your issue was handled by our representatives. Thank you for bringing this issue to our attention, so that we may address it with the appropriate personnel.

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:07/19/2024
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.
I canceled my service with boost cause I had no service most of the time. They've fused my cancelation by giving me a free month and now they hold my number hostage I'm a disable vet and I'm missing doctor calls and pharmacy orders. I've talked to boost serval times but no one can help me. The number I need released ************. Thank tou
Desired Outcome: Release my number and refund for half my bills since I didn't ever have service.
Customer Answer
Date: 07/19/2024
Boost will not release my number to ******** I canceled my service with boost at the end of June. They forced a free month of service, I was not allowed to turn it down. Now I am unable to receive calls from my doctors and pharmacy, I'm a disable vet and have missed several calls. I can't receive any calls and boost says they are unable to release the number. ************
Business Response
Date: 08/19/2024
August 15, 2024

Mr. *********************
**************************************************************************

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

Dear Mr. **************** July 24, 2024, we received your complaint, dated July 19, 2024, filed with the Better Business Bureau.

You said that we refuse to port your phone number to ******** You requested your number be released and half of the payments you made prior to closing the account be refunded.

I was able to call the number you are referring to,**************, and I left a message. In addition, our internal porting department and online verification confirms the number is active with ******* Wireless.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited. Therefore, your refund request is refused.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/19/2024
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.
To Whom It May ********* am writing to file a formal complaint regarding Boost Mobile and the lack of service on my two phone lines for the past three days. Despite repeated attempts to resolve the issue with customer service and local store representatives, the problem remains unaddressed.The situation began three days ago when I received an eSIM for one of my phones and a physical SIM for the other. I have spent a significant amount of time in contact with Boost Mobile representatives, both in person and via customer care, only to be told to keep waiting for a resolution.It is unreasonable and unacceptable to be without phone service for this extended period, especially from a company whose primary business is to provide reliable communication services. The lack of urgency and effective resolution from Boost Mobile has caused significant inconvenience and frustration.I seek immediate assistance in resolving this matter and ensuring that my phone lines are activated and functional without further delay.Thank you for your attention to this issue.Sincerely,Rommel Callback number: ************ Email: ******************
Business Response
Date: 08/14/2024
August 13, 2024

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

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

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

On July 22, 2024, we received your complaint, dated July 19, filed with the Better Business Bureau.

You stated you experienced issues with activating your service. You indicated that customer care was unable to resolve this issue. You requested for your service to be activated.

Our records show that on July 20, 2024, your concerns were resolved by Boost Mobile technical support, and your service was activated after the **** was provided for both devices.

We regret any inconvenience.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 08/14/2024

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,

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

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