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:06/26/2024
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 place an order with boost for an iPhone 12 on the 24th of June as a gift for my daughters birthday. When I placed the order it did not give me an option to change the shipping address so I contacted boost right away the man stated I had to wait for a confirmation email and if I did not receive one to call back the next day. Come the 25th I still did not receive a confirmation email so I called boost again. Another male answered stated I would have to contact *** to change the shipping address I asked for the tracking number he stated it should be on the website on your account. I checked my account online and no tracking number. I waited till today the 26th and no confirmation email or tracking number. I called boost again and a male named ********* answered I explained what was explained to me and he stated I was given the wrong information so I told him can you resend me my confirmation email he stated no. I asked for the tracking number he stated he couldnt give it to me. I asked him to send me to a manager then a lady answered I explained again. She said I had to download the boost one app. I did while still on the phone with her and I asked her where I would find my tracking number she stated by payments I checked and no tracking number. I asked for it she stated she couldnt give me one I told her how is that possible if its my order that I paid for she said Im ending our call.
Business Response
Date: 07/11/2024
July 5, 2024

*************************************
****************
******, IL 60804

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

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

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

You stated that you placed an order for an iPhone 12, but were unable to update the shipping address. When you contacted customer care, they were also unable to provide assistance or provide the tracking information. You expressed dissatisfaction with the customer service you received. You requested a refund.

All phones ordered from www.boostmobile.com will ship to the address used to set up the account.Customers can create and update a shipping address through the dashboard on their online account prior to the order being placed. We cannot make changes to the address once the order is in process.

Our records indicate that order 4478-130259-1441 was delivered via *** tracking number 1Z52A2591218714141 on June 28, 2024. The line is also showing adequate usage since it was activated on June 28, 2024.

We decline your request for a refund.

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

Sincerely,

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

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

                **************************;
Initial Complaint
Date:06/26/2024
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 ordered service through Boost Infinite cellular provider and have been unable to really talk on the phone since I received it on May 03, 3024. I was billed for 30 days of service (05/03/24-06/03/24) with a first payment due date of 05/18/24, which I already didnt understand since Id only had the phone for two weeks by that due date. I have been constantly having issues with the service and contacted Boost Infinite to troubleshoot. I was on the phone over an hour with two different agents and the phone service is still not working properly. The bill was due again on 06/18 and I contacted Boost requesting an extension until 07/01/24 due to an unexpected car repair. I still do not have reliable cell service that I can actually use. Calls are constantly dropped or do not come through at all, or I just cannot hear the person on the other end of the phone, or they cant hear me. I was denied an extension because they say they give a 10 grace ****** after the due date, which is obviously not sufficient for a person living paycheck to paycheck who gets paid bi-weekly. They refused to extend the grace ****** for two additional days although Im rarely able to even talk on the phone. So I asked them for some type of discount since Im paying for service I basically cant really use. They also denied that request and the manager I spoke with became very rude and started talking over me and disconnected the call when I asked to speak with someone else or be placed back in the call queue. This company does have some really good customer service agents, but that one was the worst, and they have some pretty bad business practices that are not very customer friendly or life friendly. They also have horrible cellular service and Im basically paying for four phones to just use as tiny computers with my home internet service.
Business Response
Date: 07/01/2024
June 27, 2024

*****************************
************************* 130
********, ** 23224

Re:          BBB Complaint #********
                ************ -2024-06-14313

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

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

You stated that you started services on May 3, 2024, and you were billed through June 3, 2024, with a due date of May 18, 2024. You indicated that you only had the services for two weeks when payment was due. You also said that a payment extension could not be provided. In addition, you had problems with the services and troubleshooting was unable to correct them. Furthermore, you expressed dissatisfaction with the customer service you received. You requested an account credit.

A review of your account reflects that your bills generate on the 3rd of each month for the upcoming month of service with a billing due date of the 18th. Please note that we do not offer payment extensions, as we provide a ten-day grace ****** before the account is suspended.If services are interrupted, they would be restored once payment is made.

Our records indicate that on June 21,2024, you contacted customer care about technical issues you were experiencing.The customer care representative had you enable roaming, as this was previously disabled. Please note that this is the only time you have indicated any issue with the services since activating on May 3, 2024. We reflect usage across all four lines. If you are still experiencing technical issues, please contact customer care and go through the applicable troubleshooting steps.

In the interest of customer service, a $10.00 credit has been applied to your account.

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,

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

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

                *****************************
Initial Complaint
Date:06/26/2024
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 account with ******************** on 6/25/24. At that time I had a balance of $65.00 in my account. I spoke to their customer service on 6/26/24 and they would not issue a reimbursement. They just kept telling me to contact my financial institution. I want my $65.00 refunded to me.
Business Response
Date: 07/09/2024
June 29, 2024

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

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

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

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

You stated that you disconnected your account on June *******, and had a credit balance of $65.00. You contacted customer care and they denied a refund. You requested a refund.

Boost Mobile terms and conditions state once a payment is applied to an account, it is not refundable, transferrable, or exchangeable and it has no surrender value. Nonetheless, a refund of $65.00 has been provided as an exception.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                **************************;
Initial Complaint
Date:06/26/2024
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 bought a ******* A25 5G from the ****************, IL location over a month ago. Ever since, I have not been getting reliable service. 90% of the time, I can't even call or text anyone. My 4 kid's also have Boost but they have no issues. I've been to the *************** and ************,** location multiple times without any help. All they do is try resetting my network and wifi settings and it doesn't work. June 10th I went to the ************ location for help YET AGAIN and the kid working there physically showed me a message from his superiors on his phone telling them not to sell this phone anymore due to a possible defect since there's been so many complaints. He said I needed to call the main number because there's nothing he could do. I called that day and they put in the ticket number ******* and said it would be 48 hrs until resolved. I called 2 days later and they changed it to June 26. I called today and they still have no answer for me. Not only do I have a defective phone but also out of money on my monthly bill when I can barely use my phone at all. All I want is to exchange my phone for a different one that actually works.
Business Response
Date: 07/09/2024
June 27, 2024

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

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

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

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

You stated that you recently purchased a ******* A25 5G phone; however, it is defective. You indicated that you have other lines on your account that have no issue. You even went to a store and they advised you the phone was defective, but are unable to do anything. You contacted customer care and you were provided a ticket number of *******, but you have not heard anything else. You requested the device be replaced.

Boost Mobile stores are independently owned and operated,and as such, they maintain their own phone inventory and set their own return and exchange policies.

A review of your account reflects that ticket ******* was submitted for network-related issues. The issue you have stated you are experiencing has been escalated to our network team. Market teams will be dispatched to verify coverage or make necessary changes at the location you provided.

We decline your request to replace the device. Please visit the store where you purchased it for further assistance. As it does come with a manufacturer warranty, you may also contact ******* to inquire about a replacement.

We regret any inconvenience you may have experienced. In the interest of customer service, a $15.00 credit has been added to your account.

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

                *****************************
Customer Answer
Date: 07/09/2024

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:06/26/2024
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 need my device to work. There was a stolen device report submitted by someone impersonating me. My phone has been disabled for 15 days. I have been told by these people multiple time that this situation was fixed/resolved. It has not. There is no recourse but to continue to call. They have no apparent hierarchy to escalate. No way to email anyone. I'm just left with a disabled device, no fault of my own.
Business Response
Date: 07/15/2024
July 11, 2024

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

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

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

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

You said someone impersonating you submitted a stolen device report, leaving your phone disabled for 15 days. Despite being told multiple times that the issue was resolved, it has not been fixed. You have no way to escalate the issue or email anyone, so you are stuck with a disabled device through no fault of your own.

My attempts to contact you by phone at ************** on July 9 and 11, 2024, were unsuccessful, but I left a voicemail on each attempt.I also sent an email to you at ********************* with a request to contact me.

In my voicemail, I told you I need proof of purchase of the device in question. Once received, I will begin the process to have it removed from our lost/stolen list.

Please feel free to contact me at ************** at your earliest convenience regarding this issue.

Sincerely,

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

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

              *********************
Initial Complaint
Date:06/26/2024
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.
Charged for 3 month 5gb/month plan on 4/1/2024. On the same day my plan was erroneously changed to 1gb/month without my consent or input. 3 customer service chats and one customer service phone call. All promised resolution. no resolution. Have been unable to use plan, which I was charged for, 3 months now.
Business Response
Date: 07/22/2024
July 15, 2024

***********************************
87 W. ********************************************************************

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

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

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

You said we charged you for a three-month 5 GB plan on April 1, 2024, and the same day it was changed to a 1 GB plan. When you contacted customer care, you were unable to resolve this issue.

When we spoke on July 15, 2024, you said your account shows that it was switched to the $15.00 per month for three months plan on April 1,2024, and included 5 GB data. You then received notification of your plan being switched to the $100.00 12-month plan that includes 1 GB data. Your service was then on the 1 GB plan for three months and unusable until the plan reset on July 1, 2024.

A review of your account confirms several changes to your service plan, but as of April 1, 2024, your account has been on the $15.00 a month three-month Unlimited Talk & Text + 5 GB Data. I was unable to determine what caused the data issue you referenced. As a courtesy, I issued a one-time $50.00 credit to your account.

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: 07/22/2024

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. The business has provided a credit in exchange for the missing service, however was unable to confirm the error existed and did not reference my communication history with their customer service agents. Should another customer experience the same type of erroneous change in plan, they would likely have a similar experience as mine, finding difficulty getting the company to fix the error in a timely manner. Fortunately, this type of error seems to be rare.

Sincerely,

*******************************
Initial Complaint
Date:06/25/2024
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.
Trying to delete my Boost account. Multiple phone calls. Got hung up on. Multiple excuses. Boost claims that they can't deactivate til 6/29/2024. I need the phone deactivated right away due to losing it.
Business Response
Date: 07/15/2024
July 12, 2024

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

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

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

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

You stated that we refuse to cancel your old phone and you had to wait six days to deactivate it.

A review of your account reflects that you were informed Boost Mobile is a prepaid service and your line will be canceled at the end of the cycle, which you refused to accept. The line associated with the number ending in 9921 is showing as disconnected.

Please note, your calls were reviewed and the agents who attempted to assist you remained courteous and respectful throughout the call,a gesture that you did not return.

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: 07/15/2024

Complaint: 21901733

I am rejecting this response because: it does not reflect accuracy, transparency, liability, accountability or ethics.

Sincerely,

*************************
Initial Complaint
Date:06/25/2024
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.
Never received the *** card. from boost mobile.Furthermore, I expressed my desire to cancel my account due to the unresolved issue and the inconvenience it has caused. However, I was informed by your representative that cancellation was not possible and was subsequently transferred to another department without addressing my primary concern.I want to emphasize that I have neither used nor received the *** card from Boost Mobile, nor have I utilized any of your services. It is deeply concerning that charges are being levied without any corresponding service being provided.Therefore, I request the following actions to be taken immediately:Cancellation of my account with ********************, effective immediately.Confirmation of the cancellation and cessation of any associated services.Refund of all charges incurred since the order date of the *** card.
Business Response
Date: 07/15/2024
July 9, 2024

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

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

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

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

You said you never received a SIM card when you began service. You attempted to cancel your account and you requested a refund, but you were told that cancellation was not possible and you were transferred to another department; however, they were unable to resolve the issue. You requested a refund of all charges incurred since ordering your SIM card.

Our records confirm that on July 1, 2024, a chargeback for $5.08 was initiated and completed on your account.

When we spoke by phone today, you expressed frustration with the way your issue was handled. You mentioned that when you requested to speak to a supervisor, you were hung up on. I apologized for the poor customer service and informed you that I was not able to find any record of said call. I also let you know that as the chargeback process has already begun, we are unable to process any refunds. You acknowledged this and agreed to contact me directly should anything change regarding this matter.

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

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

Sincerely,

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

cc:           ****** /******* Better Business Bureau
                **********************************350
                ******,CO 80210

              *********************
Initial Complaint
Date:06/25/2024
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 ordered a second line with boost mobile on April 11th 2024. I also ordered a new ******** Razr phone through boost mobile on a payment plan of 10$ a month at 36 months for a total of $360 plus tax. When I recieved the phone I attempted to activate it. It activated fine but the service was non existent. I chatted in and tried to resolve the issue. Went through all the steps of trouble shooting. The *** *** that they would have to send me to a higher level of support. I spoke with them and and they stated it was probably a sim card issue and that if the new sim card didn't resolve the issue than they would have to send out a new phone and I could send back the old one. They sent out a new sim card and the service was a little better but it would still drop about 50% of the time the phone had no service. I tried calling again multiple times but the wait time was over 45 mins or more and chat was no help at all and I kept getting the run around. I chatted in again about a week later. Went through all the steps again for troubleshooting and they gave me a number to call again. I called the number and explained the situation and that the *** last time *** that if the new sim didn't fix the issue that they would send a new phone. The new *** then a *** that now because I've been dealing with this constant problem that my return window for the device had closed and I would have to talk to the manufacturer of the phone. I explained that I had been calling and chatting about this issue since I got the phone from boost brand new. The *** *** that he would give me a 25$ credit. Which honestly is not only an insult but a slap in the face considering I got the runaround until I was out of the return window. Now they are refusing to do anything about the phone when their own *** stated they would ***lace it with a new one.Now I still have intermittent service on a faulty phone that I'm still making payments on.
Business Response
Date: 07/22/2024
July 16, 2024

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

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

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

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

You said that the second phone has not worked since you received it. When you spoke to a representative, you were told if the issue could not be resolved, you could return the phone for a new one. However, you are now being told you are past the allowable return window.

When we spoke today, you informed me this particular phone is for your nine-year-old son: it is imperative to be able to contact him when necessary and for emergency purposes. I explained that, although your phone and your sons phone are both ******** Razr 2023 models, your line is on the T-Mobile network and your sons is on the AT&T network. Therefore, we will first attempt to move or swap your sons line to the T-Mobile network. If this does not resolve the issue, we will provide you with a shipping label to return the phone. Once received, we will issue a full refund for the amount paid to date towards its financing.

To initiate the network swap, we will send you a replacement SIM card for your sons phone.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 07/27/2024

Complaint: 21900739

I am rejecting this response because: I did speak with ***** and he seemed eager to help. I recieved the new sim card and was advised that it might take up to 48 hours for the switch from the att network to the mobile net work and to wait to see if it was going to work. If that was unsuccessful to call back and let him know and they would send out a label to return the phone.
I waited the 48 hours and inserted the new sim and it was showing 5G with fill bars but there was a little exclamation point att he end. I tried the internet and it would not connect. I tried calling in, it would go straight to voicemail. Tried calling out and it would fail.

As per ***** instructions I called back. I reached his voicemail and left a message on July 24th at 10:41am central time advising the sim card did not work and if we could move on to the next plan of action. I never got a call back. So I waited two days and called again on July 26th at 11:54am and reached his voicemail again. I left another message asking if I might receive a confirmation that the label was going to be sent out. As of today July 27th 5:40pm I still have not recieved a phone call or any kind of communication. I understand that people get busy and things happen but days without a response after ***** told me he was going to submit this reply.... I'm starting to feel as if he was hoping that I was just going to accept this response and then stop communicating afterwards...
My issue is if they know and have acknowledged that the second phone I was sold from them was an att network phone and their service runs off t-mobile why not just do the right thing and replace my phone...

Sincerely,

***********************************
Business Response
Date: 08/06/2024
August 6, 2024

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

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

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

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

You said that the network switch did not work. You also indicated that I acknowledged the phone was sold and linked to the AT&T network and Boost Mobile works off the T-Mobile network; therefore, we should just replace the phone.

When we sent you the replacement SIM card and asked that you call me once you received it, it was to ensure that everything was switched accordingly because network swaps are not done normally and we were making an exception. When you called customer service, we are not sure what was done that caused the switch to the T-Mobile network to fail. I also asked that you verify the **** for the phone and ICCID for the new SIM card and you responded that you are angry and frustrated, as you said that you have already provided this information.Unfortunately, I was not able to locate an email with this information, so I requested it again, on August 5, 2024, but you still did not provide it. Please provide the **** and ICCID associated with the phone in question and we will make every effort to switch networks and resolve the problem.

As stated in my email to you on August 3, 2024, Boost Mobile works with both the AT&T and T-Mobile networks: the phone itself is a completely separate issue. It can work on AT&T, T-Mobile, Spectrum,Verizon and nearly every other network; including some if not all international,once unlocked. Your son's phone was set up on the AT&T network because the profile for the line itself, when it was established; therefore, replacing the phone would not solve the problem.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 08/07/2024

Complaint: 21900739

I am rejecting this response because:
I am angry and frustrated. And here's why. I've been dealing with this issue since I first bought the phone directly through boost mobile. The first time I had contacted customer service was less than 1 week after I got the phone and they've been giving me the run around ever since and made me do all this troubleshooting to the point that it pushed me out of the return window. So for months now I've been paying for a service I am not receiving.
As for this reply attached is a picture of the email he sent me in which I will respond to each highlighted section.
"Your son's phone was set up on the AT&T network because the profile for the line itself, when it was established, selected it."
I'm not the one who selected the profile. All I did was select the phone, the service and that I wanted a new number. They are the one who selected the profile. My other line is working just fine. This one is not and has not been since I bought it the service and line through boost.
" When we sent you the replacement SIM card, and asked that you call me, it was to ensure that everything was switched accordingly because network swaps are not done and we were making an exception. When you called customer service, we are not sure what they did that caused it to not switch to the T-Mobile network."
I did call. I called 3 different times. On 3 different days. I left voicemails advising that the new sim did not work.. I NEVER recieved a call back.
" and we will make every effort to perform a successful network swap. However, at this point, we cannot guarantee it will complete."
This last sentence is basically saying they're going to try but that it's not guaranteed to work. Yet he doesn't state that he's going to do anything afterwards. Actually in the attached screenshot he's now back pedaling basically stating that switching the phone isn't going to happen anymore.

Sincerely,

***********************************
Customer Answer
Date: 08/14/2024
I emailed the info he asked for on August 7 2024. I have attached a picture. I have not heard a response from ***** in going on 8 days now.
Business Response
Date: 08/27/2024
August 27, 2024

Mr. ***********************************
***************************
***********************************;

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

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

On August 20, 2024, we received your second rebuttal,dated August 20, 2024, filed with the Better Business Bureau.

You continue to reject our response, as I stated that we could not guarantee the network swap will work.

Please note that I asked for you to call me when the T-Mobile SIM card arrived. Our records show that you called customer service instead and unfortunately, we have no insight as to what they did to perform the network swap; therefore, in an attempt to resolve the issue, we sent you an active replacement SIM card,but could not, in good faith, guarantee that it would work.

A review of your account shows that the network swap was successful, and both lines are now active and functioning normally on the T-Mobile network.

Sincerely,

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

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

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

Customer Answer
Date: 09/04/2024

Better Business Bureau:

Although I am not happy that the first time I was almost duped into accepting the response and only reached out to after I rejected the response I'm glad to finally have both lines working as they should. Just wish it wouldn't have had to get to this point to begin with.

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:06/25/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
boost infinite suspended my fathers line AFTER we called and told them that we had found the device after we had reported it lost/stolen. They are flat out refusing to expedite this process, not caring that this is the only number that his doctors have for him, as we do not give out our home phone number. I will also be filing complaints with the *** for this specific reason along with others i.e laughing at the situation, putting me on hold for more than 2 minutes WITHOUT checking back with me, hanging up on me 4 times in one day, trying to get the issue resolved. Until my father's line is reactivated, at no cost to us, we are not paying the bill, and i would like an entire refund of what we have already paid
Business Response
Date: 07/01/2024
June 29, 2024

*******************************
5700 ******* Ct.
**********************;

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

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

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

You said we suspended your fathers line after you called in to report the missing device had been found, and we refused to expedite the process of unsuspending it. You also stated customer care laughed at you, put you on hold longer than two minutes without checking in and hung up on you. You requested your fathers line be reactivated at no cost and to receive a refund of all payments.

When I spoke with ********************* on June 28, 2024, he informed me he received the new SIM card for the line ending in 2175 and confirmed the device is working. If you are experiencing any more issues, please contact customer care at ****************.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Nonetheless, our records show a courtesy credit of $15.00 was applied to your fathers account on June 25, 2024, for the inconvenience. We are unable to provide additional credits or refund all payments.

The calls were reviewed and the customer service agents that attempted to assist you remained courteous and respectful throughout the call,a gesture that you did not return. The agents did provide you with a warning that they were going to end the call, as it was no longer productive.Additionally, agents are able to request a SIM card be sent to you, but the process is unable to be expedited.

We apologize for any inconvenience this may have caused.

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

Sincerely,

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

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

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

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