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.
1,514 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:07/18/2024
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.
Boost mobile has been my provider since 2021, in May 2024 I moved to a rural area with no Internet provider, I had to rely on Boost hotspot for Internet, up graded to the "unlimited" plan. 3 weeks in, no hot spot, after SEVERAL calls placed to boost that ended in dropped calls, I added a 10 gig data pack which states hotspot included, still no hot spot. After more calls to boost ending in frustration I called the local ******* town store, the employee was able to remove the extra $10 that apparently is recurring?? Not listed as recurring, and I paid my bill. I just want my refund of $70 due to not being able to use the Internet after being told it would work. The way customer service treated me was unacceptable, I wasted a whole afternoon and go no where. Do better Boost, train your employees and hire more so wait times are not ***** minutes just to be hung up on. Ridiculous.
Business Response
Date: 08/12/2024
August 12, 2024

*********************************
***************
***********, WV 25414

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

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

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

You stated you purchased hotspot data packs you were unable to use. You also mentioned that you changed your plan to an unlimited one that includes a hotspot, but it has not worked either. You requested a $70.00 refund.

Our records indicate you purchased hotspot data packs at four different times, totaling $40.00, and have since upgraded to a plan that includes unlimited data and 30 GB of hotspot data.

A review of your account reflects that your hotspot data package has been in use and ***** GB of your 30 GB of hotspot allocation has been used. Regarding the hotspot data packs purchased, I applied an adjustment totaling $40.00 to your account. Please allow 24 hours for this to apply.

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

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:07/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought my iPhone 12 from BOOST MOBILE on Nov 26 2023. It was supposed to be locked for 12 months. They have informed me that it will not be unlocked until March 2025. Three months after the one year anniversary of the purchase. I have been with Boost for four years. I bought my previous phone from them. I've not missed one month of payments. I'm a reliable customer. The receipt of purchase of the phone is online and I have it as an email. What can I do?
Business Response
Date: 08/13/2024
August 12, 2024

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

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

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

You requested your device be unlocked.

My attempt to reach you today by phone was unsuccessful, but I left a voicemail. I also sent an email to you with a request to contact me.

Boost Mobile will unlock a device under the following circumstances:

?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months

A review of your account reveals your device is not eligible for unlocking until December 1, 2024.

We apologize for any inconvenience this may cause.

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:07/18/2024
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.
I went to the store to have my phone unlocked they helped me and stated they were unlocked. I then attempted transfered my service. We call customer service and they purposely gave us the wrong transfer pin. I repeated it back to them and they confirmed it. This delayed our transfer multiple days. We had to call and go to the store several times to resolve it. Once that issue was fixed we found out the devices were not unlocked. We contacted customer service and they said they couldn't find the original purchase because we had removed the Sim cards. Very frustrating since they were already suppose to be unlocked to begin with. Not only did they not unlocked the phones they intentionally gave us the wrong transfer pin. Please call in Spanish
Business Response
Date: 07/30/2024
July 23, 2024

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

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 your phone number was delayed in being transferred to your new service provider when you were provided the wrong account PIN. You also requested for your device to be unlocked.

A review of your account reflects that the correct porting PIN was provided and the number successfully ported out.

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

Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile SIM card inserted. If your phone requires a Master Subsidy Lock (MSL) PIN, please use **************** when your device instructs you to do so.

MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking a device will not necessarily make a device interoperable with another carriers network.In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally,unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

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

Sincerely,

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

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

**************************;
Initial Complaint
Date:07/18/2024
Type:Billing 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.
Boost mobile is not giving the option to add a payment method online without it being forcefully put on autopay and saved to the account. It never was a thing before and the "enable autopay" box is completely useless, as it's now being forcefully enabled without my consent. I have tried to make a one time payment on mobile and PC and the issue persists. It's not an account issue, it's intentional and dishonest. My plan and TOS DO NOT have forced autopay and have NOT been updated recently. The $60 *************** *********** + 30 GB Hotspot with Todo Mexico Plus plan
Business Response
Date: 07/31/2024
July 20, 2024

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

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

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

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

You said we are not giving you an option to add a payment method without it being saved and put on Autopay. You requested this be fixed.

Boost Mobile requires at least one payment method be saved to your account. Additionally, our records do not show any payment was made using Autopay and it is not currently active on your account.

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that there was no resolution. There was a plan of action but I didn't see anything that showed anything was done.

Sincerely,

*************************
Initial Complaint
Date:07/18/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for Boost Infinite Cell phone service in May or June. I had 4 cell phone numbers transferred over to them from TMobile/Verizon. And I also purchased a brand new iphone 15 pro *** from them. That transaction required $101 which I paid at that time. This was a promotional deal through Dish Network. Boost Mobile transferred the phone numbers incorrectly and the result was that my work phone was out of service for several days. There were other mix *** within the next 2 weeks including failure to connect my other 2 cell phones. I decided to switch back to TMobile within that time and Boost Infinite made it VERY difficult for me to do by pretending to have bad connections or just hanging up on me. I called them to ask how to return the iphone and they told me that it would be at my expense. They, at that point charged my credit card for the full amount or the phone. Through several calls, I was able to end the service with Boost Infinite and go back to TMobile. Through several phone calls, I finally got instructions from them on how to return the phone and was told I would be reimbursed for the fee to return the phone and the price of the phone. Plus the $101 I paid initially. So far, I have only gotten the $101 back. They took the money they got for the phone off of my credit card and added it to my "account"-which I had already closed. I have again made calls to them and they said they would return the money directly to my credit card OR send me a check in the mail. Neither has happened. They owe me $1227.99. That is ******* for the phone, $18 for the return phone fee, and there is a $10 credit on my "account" that has been added. I hope you can help me. I'm retired with limited income. They are gaining interest off of my money that they will not return.
Business Response
Date: 07/22/2024
July 20, 2024

Ms. *****************************
***************
***************, VA 22942

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

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

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

You said you attempted to transfer four devices to ********************** Infinite and purchase another one, but your phone numbers were not transferred correctly and you ended up taking your service elsewhere. You expressed frustration with the customer service you received, stating you were hung up on. You requested to return the device you purchased and were told you would be reimbursed for the shipping cost. You also said that you were charged full price for it. You requested a refund.

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.

Boost Infinite policy states customers are responsible for the shipping cost to return a device. Your calls were reviewed and customer care did not inform you that you would be reimbursed for the shipping.

I confirmed with our billing and credit team that the refunds of $1,199.99 and $101.10 were completed and received by your bank. Please contact your financial institution for assistance.

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

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

Customer Answer
Date: 07/22/2024

Complaint: 22007361

I am rejecting this response because:
There is a $10 amount on my account and it is also due to me.

Sincerely,

*****************************
Business Response
Date: 07/30/2024
July 30, 2024

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

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

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

On July 29, 2024, we received your rebuttal, dated July 26,2024, filed with the Better Business Bureau.

You said there is $10.00 on your account that is owed to you.

Our records show you received the correct refund amounts: $1,199.99 on July 16, 2024, and $101.10 on July 2, 2024. The remaining $10.00 you reference is a credit provided as a courtesy, which is non-refundable.

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

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

Customer Answer
Date: 08/09/2024
Boost still has my account open and has my credit card as an active payment method after I had filed a complaint with you for the return of the money they charged me for a phone that had been returned. Today, I received a bill for $124.03 for services occuring after the phone services were terminated by me. This is about the third or fourth time I have asked them to cancel my account and to discontinue my credit card as a payment method. They have done neither of those things. I also have a $10 overpayment left on this bill that I never received from the last complaint.
DESIRED OUTCOME: I would like a written statement saying: 1. My account if now permanently closed. 2. That my credit card on file is no longer on file. 3. reimbursement of the remaining money they owe me ($10) 4. I would like to know why I am being charged $124.03. I would like no further contact with this company after I get my documentation from them.; Refund
Business Response
Date: 08/19/2024
August 16, 2024

Ms. *****************************
***************
***************, VA 22942

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

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

On August 16, 2024, we received your second rebuttal,dated August 15, 2024, filed with the Better Business Bureau.

You said your account is still open and your card an active payment method. You also stated you received a bill of $124.03 for service and you requested an explanation of these charges. You requested confirmation your account is disconnected, your card has been removed and a refund of the $10.00 overpayment.

Your account was never activated; therefore, you were not charged for service. Additionally, there is no balance on your account and the bill you received predates my previous response. I removed your card from autopay, to avoid future transactions from occurring.

Per my previous response, you were already refunded all of your payments and there was no overpayment of $10.00 as this was due to a credit applied by us, which does not qualify for a refund.

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: 08/19/2024

Complaint: 22007361

I am rejecting this response because: it is important to me that Boost Mobile tell the truth about what they are doing. I WAS charged $124.03 and they intended to use my credit card to pay for it. I have all of this in emails from Boost. The only reason they did not get the money was because my credit card was compromised and I had to shut it down. Its unlawful to charge my card anyway after you have been notified to stop autopay. I have proof of that as well.

Sincerely,

*****************************
Initial Complaint
Date:07/17/2024
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.
They double charged me in May 2024. I called and they kept saying its not in their system and they cant see it. Told me go to my bank. Chargeback at bank then they suspended the service I paid for in July!
Business Response
Date: 08/12/2024
August 5, 2024

***********************
*********************
Falling Waters, WV 25419

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

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

On July 18, 2024, we received your complaint, dated July 17, 2024, filed with the Better Business Bureau.

You stated you were charged twice in May 2024 and you were unable to obtain a refund. You requested a billing adjustment.

Our records show the following payments: $50.00 on April 20, 2024, for the next 30 days of service, $50.00 on May 20, 2024, for the next 30 days of service, and $50.00 on July 8, 2024, for the next 30 days of service. You ported your service to a new provider on July 20, 2024.

On July 16, 2024, we received a chargeback for one of the $50.00 payments. However,we have found no record of a second payment in May 2024; therefore, no adjustment is due.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/17/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
While trying to transfer a sim into my old boost mobile phone it was unsuccessful. I called boost mobile and the representative cannot find my account. I was with ****************** for almost 12 years. I have emails dating back 2011 and still they have no record I ever existed as a customer. So I have this phone that I purchased and it is being held hostage by boost mobile because they won't release the **** number and cannot find am account for me. With this complaint I am providing screenshots of the email address, phone numbers, and order confirmation sent from Boost. All of which they claim to have no records of. Please help me. Thanks
Business Response
Date: 08/12/2024
August 9, 2024

Ms. ***********************
**********, ** 20008

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

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

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

You said that you were not able to transfer a SIM to your old Boost phone. When you called, you were informed that your account could not be located.

I was not able to locate your account either, so I emailed you and received an immediate response stating that the phone is now unlocked;however, you are upset that an 11-year customer could just be forgotten.

The screenshots you provided were from July 2021. Therefore,the database containing your information would be on the inactive Sprint/T-Mobile system, which we do not have access to.

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:07/17/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A phone was purchased, i aske fro a return. Receive phone on 8 of this month, spoke to company many of times. The paperwork was filed wrong on there part. I had 10 day to return. On the 16 they informed me i could not return it. I am past my 10 day window. But they did not file it correctly i need help with returning for my money
Business Response
Date: 08/12/2024
August 6, 2024

Mr.***********************************
***************************************************>******************

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

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

On July 18, 2024, we received your complaint, dated July 17, 2024, filed with the Better Business Bureau.

You stated you experienced difficulty returning a device within the ten-day return window. You requested assistance returning the device for a refund.

When we spoke today, I informed you that our records indicate your device was delivered on July 8, 2024, and you requested to return the device the next day, July 9, 2024. However, a system error caused your initial request to be denied.

The return process was started on July 30, 2024. Once we receive the device, a refund will be issued; please allow 3-10 business days for processing. I also agreed to apply a one-time $50.00 credit to your account to offset the restocking fee, presuming the device is returned in good condition.

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:07/17/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've been with boost for years, the payment was made on the 8th of July $54.00, on the 10th I switched carriers I asked about my refund and was told I wouldn't get one, I've called 3 different times about my refund and has been told the same thing. I don't have money to just give away, I want my money, and they'll never be bothered with me again. Any company that does this to people needs to be shut down
Business Response
Date: 08/12/2024
August 8, 2024

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

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

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

You said that you made a payment on July 8, 2024, and decided to switch carriers on July 10, 2024. You requested a refund, but it was denied.

The Boost Mobile Terms and Conditions (T & Cs) 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. You can review our T & Cs at www.boostmobile.com.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 08/19/2024

Complaint: 22003349

I am rejecting this response because: i was never aware of know refunds or forfeiture if I had known I never would've went with the company, I believe it's made up because they lost a loyal customer

Sincerely,

***************************
Initial Complaint
Date:07/17/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/22/24 I paid $300 for 12 months of cellular service from Boost Mobile ($25 per month). On 7/4/24 I lost my phone. I immediately ordered a new phone, which arrived and was activated on the Boost network on 7/6/24.Since then I have not received "short code" SMS messages. Short codes are used by numerous web sites for two-factor authentication. Banks, Amazon, ****************************** and many other web sites text a five- or six-digit numeric code to your phone when you attempt to log in if two-factor authentication is enabled in your account settings.I've since placed at least a half dozen calls to Boost Mobile technical support in a vain attempt to resolve the problem. I'd estimate the cumulative duration of those calls to be at least 3 to 4 hours, possibly longer. Their technical support personnel seemed to have no idea how to resolve the problem. They directed me to make all sorts of changes to my phone's configuration, most of which could not possibly have anything to do with the problem. They were flailing, telling me to do this, that, and the other thing, none of which had any effect.On my last call to their support line at approximately 5:00 PM Central Daylight time (US), I demanded to speak to a supervisor. After about 20 minutes on hold I was connected to someone. After explaining the problem and the many failed attempts to resolve it, I asked her to issue a refund for the remaining 9 months on the contract (from 7/22/24 to 4/22/25). Given that I was making the request for no reason other than that Boost Mobile's service was not working as advertised, I thought it was a reasonable request. (I ignored the period between 7/6/24 and 7/22/24, during which time their service did not work as advertised and in accordance with the terms of the contract. I was willing to let that go for the sake of an amicable resolution.)The representative stated no such refund could be issued, even as she acknowledged that the problem was on Boost Mobile's end.
Business Response
Date: 07/23/2024
July 17, 2024

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

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

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

On July 17, 2024, we received your complaint, dated July 17,2024, filed with the Better Business Bureau.

You stated that on April 22, 2024, you prepaid for two months. On July 4, 2024, you lost your phone, which caused you to purchase a new one, activated on July 6, 2024. You indicated that after activating the new device, you are no longer able to receive short-code SMS messages, which are used for two-factor authentication with most companies. Despite calling in several times, customer care was unable to provide you with a resolution. You requested a refund of $225.00, as you are unable to use the services.

Boost Mobile offers new customers a ****** money-back guarantee; however, our records indicate that you are currently outside this window since your account was activated on March 22, 2024. Please note that during the current billing cycle of June 22, 2024, through July 22, 2024, you have used 3.65 GB of data, 756 minutes of talk and 896 text messages.

Because of the risk of fraud, including, but not limited to,SIM-swap fraud and port-out fraud, we strongly recommend that, where possible,you do not use your mobile service for SMS two-factor authentication for other accounts that you may have. Please note that under the Boost Mobile Terms and Conditions, Boost Mobile is not responsible for any unauthorized access,disruption, withdrawals, or other unpermitted activities in or relating to your other accounts maintained and controlled by other account providers for which you decide to use SMS two-factor authentication.

A review of your account reflects that on July 16, 2024, you were advised by customer care that short-code SMS messages would not be received for the first two to three days after activating the new device on the network. You were also informed that it would take companies six to seven days to recognize the new device, and you should start receiving these messages without any issues. It was recommended that, in the meantime, if the company offers a choice, to choose the email option. This call was disconnected during troubleshooting.If you are still unable to receive the short-code SMS messages used for two-factor authentication, please contact customer care and finish the troubleshooting steps.

As the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable, we decline your refund request.

Sincerely,

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

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

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

Customer Answer
Date: 07/23/2024
Complaint: 22001581

You wrote:

"A review of your account reflects that on July 16, 2024, you were advised by customer care that short-code SMS messages would not be received for the first two to three days after activating the new device on the network. You were also informed that it would take companies six to seven days to recognize the new device, and you should start receiving these messages without any issues."

Correct, I was so advised (but I was aware of that already). However, two weeks later, after numerous calls and many hours on the phone with your tech support personnel, I *still* wasn't receiving short code messages from *any* internet services -- ************* PayPal, my bank, nor any others. The problem was in the Boost network. Your technicians were unable to resolve it.

"It was recommended that, in the meantime, if the company offers a choice, to choose the email option. This call was disconnected during troubleshooting. If you are still unable to receive the short-code SMS messages used for two-factor authentication, please contact customer care and finish the troubleshooting steps."

If you review your call records you'll see I placed *numerous* calls to tech support. On one occasion I do recall being disconnected after waiting on hold for a significant length of time. I do not know whether the technician hung up or the call was dropped by the cellular network. I prepaid for 12 months of service. Boost provided almost 3 months of trouble-free service, but from July 6 onward it did not provide the service it was paid for, and there was no indication that Boost would be able to resolve the problem any time soon. It is not reasonable to expect a customer to hour after hour on the phone placing call after call to technical support without a resolution (and no indication there would be a resolution any time soon).

The problem was *not* with the phone. Within minutes of porting to another provider I was receiving short code text messages on the same phone. The problem was *not* with ************* my bank, or any other online service. The problem was within the Boost Mobile network. Boost's technical support was unable to resolve it.

Boost Mobile was paid $25 per month for 12 months of service, $300 in total. Boost provided less than 3 months of trouble-free service. Boost may be legally entitled to keep the $225 for the 9 months of service it didn't provide, but that doesn't make it right. I will describe what Boost has done and the money it has taken for service not provided on every online forum I encounter henceforth -- Amazon, ************* and every other review site I encounter.

*********************
Customer Answer
Date: 07/26/2024
From the time I signed up with Boost Mobile on 4/22/24 until 7/4/24 there were no problems. I lost my phone on 7/4/24 and immediately ordered a replacement. The replacement phone was activated on the Boost Mobile network on 7/6/24. From then on I did not receive any short code SMS texts from any internet service providers, despite numerous calls to Boost Mobile technical support and hours spent on the phone.

I had my phone number ported to Cricket Wireless. That change took effect on 7/21/24. Within hours of activating service on Cricket Wireless I was receiving short code texts from ******, ***** my bank, and other services. Everything has worked normally since.

So to directly answer the question -- the replacement phone, which I activated on Boost Mobile on 7/6/24, never did receive any short code SMS texts via their network.

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