Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

4,969 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:07/19/2024
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 called boost mobile multiple times . My phone randomly loses the ability for use. No text calls or data work for hours at a time. No one knows how to fix it and I am left without any phone. I have called twice regarding this and have yet to get a call back to resolve the issue. After about 6 hours to 24 hours the service randomly comes back on. Also most recently the service is horrible nothing loads my 5G went away randomly. I havent changed anything on my phone or my service it now says ** and I cant even pull up. I cant watch videos. Nothing works or loads.its just blank. I want to cancel my contract , keep my phone since I got rid of my other one to switch based on your awesome service and i will go elsewhere .
Business Response
Date: 08/12/2024
August 6, 2024

Ms. *************************
*******************************************************
********, ** 97471

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

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

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

You said you lose the ability to send or receive calls and load webpages with your device. You also indicated that 5G service is no longer available in your area. You expressed frustration with customer care being unable to resolve these issues, and you requested to cancel your service and keep the devices.

******************** constantly monitors its network for service and capacity-related issues,and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified.

Data coverage is not available everywhere and service speeds are not guaranteed.Data 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.

You agreed to switch your network to T-Mobile when we spoke; the eSIM was sent to you on August 6, 2024, and our records show you are now active on the T-Mobile network.

You may cancel your service, but you will be responsible for paying off the remaining amount owed on your device, as you are outside the return window.

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
DISH Wireless, L.L.C.

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

                *****************************
Initial Complaint
Date:07/19/2024
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 went to Boost Mobile on *********************** to find out about their phone plans. I ended up buy the ******** Razr Prime flip phone on June 7th 24. I was switching services from ******* to Boost keeping my same phone number. They had a special so I paid for the phone, SIM card, Boost protect Boost RTR Less than a week later Im having to reboot my phone everytime that I would used my phone, after that it just stopped working. I kept rebooting my phone to figure out why it was not working. I knew I hadn't had it long it enough to have to make my first payment but since I couldn't figure out what exactly was going on I just paid on the phone anyway (I was able to use the internet if I was at home). When that did not work I reached out on BM chat. the representative ( ******) tried a few different things. 1. he had me to reboot my phone, 2. also a diagnostic check to see how it was receiving the internet than have me reboot which did not change. After Des Moines to Boost Mobile where the worker worked on getting my phone to work for 2hrs and 4 SIM cards later it still did not work. He had me call to file a claim on his store ph where the lady on the ph stated since I just bought the ph to file the claim with ********. I than went to ********* in ***** the Boost agent tried with another SIM card and it did not work so he filed the claim with ********. I shipped it from ****** 7 days later ******** returns the phone says it is unrepairable and it no changes. It been a month with no ph trying to get it fixed or replaced. unfortunately had to argue with *** (owner), who said he would call me back after he said it was my fault and I have not heard from him yet, ***** (manager) to get a replacement or refund to no avail. I told them I am not paying anymore money, he said if I wanted a phone I would have to buy a new one. I advised him I have only had a week of use on this phone only. Itsover a month and I am still fighting this. I shouldn't have too!
Business Response
Date: 08/12/2024
August 5, 2024

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

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

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

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

You stated that you purchased a device at a retail store,but you were not able to get it to work properly. You took it back to the store and they suggested sending it to the manufacturer. You did this and were told by the manufacturer that the device was not repairable. You said the store would not accept a return on the device for a refund. You requested to receive a refund.

All Boost Mobile retail stores are independently owned and operated, and as such, they maintain their own phone inventory, and set their own return and exchange policies. Boost Mobile is not able to refund a payment that was not made directly to Boost Mobile.

We have submitted the complaint information to our relationship management team who will work with the retail store you visited to try to reach an amicable resolution. Please be aware that a member of the management team of the store may reach out to you directly.

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: 08/26/2024
I do not accept the response from the business. As I stated in the actual complaint I spent several weeks arguing with the store that I bought the phone from. I have even had my Ex husband to go in there for me because I live 2 hrs away. They have told me that they will not refund the money, or replace the phone. All of the issues started not even a week from when I bought the phone. Within 3 days I was having to reboot my phone to use it. Then, the phone just stopped working. I was on Chat ( I could only use the internet as I had Wifi in my home), he could not fix it. I drove an hr to **********, ** to have the associate help me with it. He tried for 3 hrs and realized the *** card function was not working. I called the store I bought the phone from on my work phone to have them tell me I would have to pay for another phone or to have it fixed. I drove into ***** to have a man from another store help me file the claim. So I have spent alot of time and extra money to get the phone either fixed or refunded. I Sent the phone to the manufacturer at my expense for them to have it 7 days and tell me it is unfixable and they sent the phone back still broken. I made my monthly payment on a phone that I only used for 4 days. Not to mention the gas and added expenses of driving 2 hrs back and forth or having my Ex husband drive to the store that I bought the phone from arguing with the manager, as well as the owner who tried to tell me I brought in a phone that I bought used and I informed him that "No I bought the phone new from Boost Mobile and I cancelled my services with ******* to switch to Boost (big mistake). I want this resolved. At this point I want my monies refunded because I will never use Boost Mobile again and I will never refer anyone to Boost Mobile. It should not be this difficult to get this situation resolved. How can a person buy a phone directly from a Boost Mobile store. There are none which is ridiculous. The owners are giving Boost Mobile a very bad look.... I need this issue resolved. Thank you.
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.
Paid $117 cash in store ($121 total after store fee) for 3 lines as i have for the past several years on 7-2-24 aprox 1pm. The cashier gave me hand written reciept, saying the system was down. Several hrs later our phone service was shut off. Had to make a 2nd payment online with credit card because I cannot be without phone service. The store closed for several days and other customers in parking lot upset about same issue. When the store opened 3 different days, cashier said they are working on issues and credited to my account. It did not happen. Called Boost cust service on ****** and again on 7-10-24. Both tickets/invesgations were closed on 7-18-24, and was told Boost cust service can do nothing and that I had to go to store and resolve it. Which they keep making excuses and closing store most days. Im so upset, I have no power to do anything. $121 is a lot of money to me just to be lost.
Business Response
Date: 07/30/2024
July 23, 2024

*******************************
************************************************
*********, ** 43619

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

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

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

You stated that on July 2, 2024, you paid $121.00 for service on three lines; however, as the retail stores system was down, a handwritten receipt was provided. You also said that despite making a payment, your account was still interrupted and you were forced to make a second payment using a credit card. In addition, you called customer care several times, but they were unable to resolve these issues. You requested a refund.

Please revisit the store to request a printed copy of your receipt.

Our records indicate that the payment of $117.00 was applied to your account on July 20, 2024.

We regret any inconvenience you may have experienced, but a refund is not warranted.

Sincerely,

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

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

                **************************;
Initial Complaint
Date:07/19/2024
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 ******* Galaxy phone from boost mobile. Phone began to malfunction after only two weeks. Boost mobile did not provide any type of acceptable resolution. i was given two telephone numbers to the phone manufacturer (*******) and likewise a insurance company. it unacceptable for Boost Mobile.
Business Response
Date: 07/30/2024
July 23, 2024

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

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

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

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

You stated that you purchased a phone from a retail store and within two weeks it started to malfunction. You mentioned that you were provided the contact number for ******* and Likewize, but you find this response unacceptable. You requested a replacement device.

A review of your account shows that the device in question, a ******* Galaxy A15, is outside our 30-day return window and therefore, it cannot be returned for a refund. We also show that you declined the device insurance.

If you are stating the phone is malfunctioning, your options would be to contact ******* directly or purchase another device.

In the interest of customer service, a $20.00 credit has been applied to your account.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Complaint: 22015266

I am rejecting this response because:
The phone should be replaced. Boost mobile should honor the warranties, whether it is its own ir the manufacturer.The $20 credit offered is an insult. This complaint needs to be escalated to boost parent company Sprint.

Sincerely,

*************************
Initial Complaint
Date:07/19/2024
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.
Boost has deceptive practices on their website where their autopay basically automatically does it if you save a card to their website..
Business Response
Date: 08/13/2024
August 12, 2024

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

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

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

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

You said that our website is deceptive because it does not disclose autopay is activated when a card is saved to the account. You requested a refund.

Our General Terms and Conditions disclose that we may retain your card on file, but we do not automatically activate autopay. However, when making payments online or through the app, autopay activation is offered;therefore, we recommend that you pay close attention to the questions you are asked when processing a payment through one of these channels.

A refund is not warranted in this case.

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: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 a family plan with boost mobile I purchased my phones from them 2 iPhone 11,,, they cant restore the service to one ,These phones are both working, I can leave voice messages and all Boost turned off lost phone,, the phone was found, now they cant restore the service They sent out SIM card , nothing works, its been 2 weeks, by please give us something to use,,, its not our fault Plus the phone works,, they cant get it on Please speak for us, this is wrong The pinn number is 5150 The phone number in question is ************ They took off 33 dollars for the month Thats fine , but we dont want that.We want the phone back on Heres a person with health issues, and cant even call 911 The bill is payed ,but the can remember how to turn the phone back on.Its totally unfair,They said change phone companies.Weve invested to much in boost ,Cant afford that type of lost .Please speak to them for us, We grateful Appreciate it ************************************************************** Its 7/19/ 2024 They say we need insurance for another phone,, but its not our fault The bill is payed just turn this phone back on for us
Business Response
Date: 08/13/2024
August 12, 2024

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

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

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

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

You said that you purchased two iPhone 11s and infer that one of them was reported as lost, but eventually located; however, service cannot be restored to it.

Our records show that on July 21, 2024, the service began working properly after the eSIM was received.

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:07/19/2024
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 made a complaint about Metro PCS and I haven't heard anything back about them selling me two phones that didn't work I even sent in the receipts.
Desired Resolution: Refund
Customer Answer
Date: 07/19/2024
I told them when I bought my phones two separate times not to put the insurance on the phone they put it on there anyway.
Business Response
Date: 08/13/2024
August 12, 2024

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

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

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

You said that you stated multiple times that you did not want the protection plan,but it was added to your account anyway. You requested a billing adjustment.

Our records show that the plan has been canceled for each of your two phones. The total prorated charges are $11.20. As a courtesy, I applied a $15.00 credit to your account.

We apologize for any inconvenience this may have caused.

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 want unlock my ******** G 5G. I called into boost cs yesterday, and they claimed I had just activated this device this February, I have reason to suspect the agent was lying. I could swear I purchased this phone last year some time, but Im unable to remember exactly when.
Business Response
Date: 07/31/2024
July 24, 2024

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

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

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

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

You requested to unlock your device. You expressed concern that the agent you spoke with said that you activated it in February 2024 because you swear it was purchased some time last year.

Our records show you purchased and activated the device in February 2024.

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 it. 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.

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: 07/31/2024

Complaint: 22013078

I am rejecting this response because:
The fcc requires you to unlock it when I request it, after it is fully paid off. According to the ********************************** however, the carrier must unlock your phone free of charge after youve fully paid off the device (or coughed up an early termination fee).

Sincerely,

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

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

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

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

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

You said the ********************************* requires us to unlock your device at your request once it is paid off.

The FCC website states under the prepaid unlock policy that carriers will unlock prepaid devices no longer than one year after initial activation, consistent with reasonable time, payment or usage requirements.This information is available at **************************************************************************************************.

You paid the discounted price of the device, not the full MSRP, which is why we require your device to be active on your account for 12 consecutive months before it can be unlocked. Should your device remain active on the account until February 2025, it will be unlocked.

We regret any confusion.

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: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 am a school teacher and got service with Boost Infinte for my family and I . Got 4th line and new phone on line. Told by Agent only charge would be for charge to get phone ***** and got charged 176 00 for additional line and additional ***** for sales tax same as fee to get phone due to credit .Two weeks later phone still does not have data and talked to 4 different agents agents alone in one day. Told me 4 different things. Total hours spent today over 7 hrd and 30 minutes at to Mc Donalds to use wifi to try to solve billing and technical data issues. Even got online chat supervisor wouldn't help. Ended chst with me when asked to get me someone else. Even asked them to look at phine log conversatins and online chat to show where agent told me the only charge was *****, but wouldnt do so. . Connected o resolution specialist and won't credit charges. Wouldn't even look into it. I at least tried again for 4th time to get data to work on phone but tech support agent disconnected call with me. Didn't bother to call me back. Couldn't stay any longer due to phone dying. Spent total of 7 hours today trying to resolve but no solutions to either issue. Stuck with new line new phone and over ****** worth of charges. Very dissatisfied.
Business Response
Date: 07/23/2024
July 23, 2024

********************************
153 ***************.
Galax, ** 24333

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

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

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

You stated that when you added a fourth line to your account, you were told the only charge would be $68.90. You indicated that you were charged $176.00 on top of it. You also mentioned that despite spending several hours on the phone, you have been unable to get the data to work on your device. You requested a billing adjustment and for your data issues to be resolved.

There are no prorated charges or credits applied as a result of customers adding or removing services; they will see a full month's charge and payment on the next bill when they add/activate a line/extra anytime during an existing bill cycle.

A review of your account reflects that the $68.90 paid on June 27, 2024, was only the tax on the Galaxy S24 Ultra you elected to finance. As the device was activated on July 2, 2024, you were charged for the billing period of July 2, 2024, through July 15, 2024, and July 15, 2024,through August 15, 2024, on the same bill. The $176.41 payment went towards the balance owed on the account. Please note that this is why the account shows a past-due balance owed of $68.90, as the monthly billed amount is $245.31. The last payment for services made was on May 31, 2024, covering services from May 15, 2024, through June 15, 2024.

As you were experiencing technical difficulties activating your device, a credit of $85.00 has been applied to the account to cover the service period of July 2, 2024, through July 15, 2024. Please note that the account is now showing adequate usage among all four lines.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                **************************;
Initial Complaint
Date:07/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My identity was stolen by a boost mobile phone representative. On July 18 2024 around 5:00 p.m est I logged in to my boost mobile account online to upgrade my phone plan so I could receive more data, I was told on the website to call boost mobiles toll free number to complete upgrade. When I called the number I spoke with a representative who said they would help they asked my name and account pin which I provided. I told them I was trying to upgrade my plan was told to give them a call. The person asked which plan that I wanted to upgrade to and I told them the 65 dollar plan. The person said ok and said that I needed to upgrade my phone to receive the plan, I agreed the person then went on to ask for my name birthday social security number and drivers license information, this is information that I already provided online, furthermore I have had boost mobile for over a year and this is information they already had. I was very uncomfortable providing this information over the phone but was pressured by the representative. After providing the information the representative then told me that they could not upgrade my account and that I would have to call the same toll free number that I was talking to them on for help. I asked them how could that be because I called for help already and you are the person who is supposed to help me. They quickly rushed me off the phone with no explanation. I called the direct boost mobile number and not any other number. This person collected my personal information and I am afraid they are going to steal my identity.
Business Response
Date: 08/12/2024
August 8, 2024

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

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

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

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

You said that on July 18, 2024, you logged onto our website to add additional data to your service, and the system instructed you to call in to complete your upgrade. The agent you spoke with requested your Social Security and drivers license numbers and then told you to call back. You are concerned that your information may be compromised.

My attempts to contact you at ************** on August 7 and 8, 2024, were unsuccessful, but I was able to leave a voice message with my contact information. I also sent an email to ************************ with a request to contact me.

I reviewed the call you made on July 18, 2024. You reported a problem with completing an order online. The agent identified you were trying to place a device finance order. To help you complete the order, they needed your personal information; however, they experienced the same issue and recommended you call back later to try again. Our agent did everything correctly and there should not be an issue with your information being compromised.

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

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

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Complaints

Customer Complaints Summary

If you've experienced an issue

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Boost Mobile is NOT a BBB Accredited Business.