Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,963 total complaints in the last 3 years.
1,520 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/01/2024
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 have purchased data n not received it for 2 month. The acp program I'm on allowed me 30g a month that iv only been able to use less half of the 30 g i was compt extra gifs for being with out data n $23 for the in convince but to only learn I can't use it for anything I can't buy boost products or ******** can't open a second line or transfer the money I have on my account . $5 has been removed from the $23 nobody ni we're it went so I'm still stuck w no data no way to use the compt data or the money that's on my account ..
Business Response
Date: 06/26/2024
June 24, 2024

***************************
******************
**********, IN 46635

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

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

On June 3, 2024, we received your complaint, dated June 1,2024, filed with the Better Business Bureau.

You stated that you purchased data in the last two months,but you were unable to use it. You also said that you were provided $23.00 in credits, but $5.00 disappeared without explanation. You requested a refund.

Please be aware that with your plan, data is throttled to slower speeds after 30 GB of data are used. The 2 GB add-on data pack purchased on May 31, 2024, has also been used, and your account shows accurately that 32 GB of data was exhausted during this billing cycle; therefore, your data was throttled.

Credits totaling $18.00 have been applied to your account over the last several months. These credits have not been used, as ACP credits have applied. Please note, account credits cannot be used to purchase accessories or data packs.

As the data pack was used and account credits cannot be refunded, a refund is not warranted for this issue.

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:06/01/2024
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.
*** signed up for a mobile service in the store and paid $85 for the said service. The customer service clerk at the store was unable to activate my line and neither was the tech support. The company charged me $85 for services they failed to provide. I called and requested a cancellation within three hours and a full refund. My service was cancelled but my refund was refused. The call center told me to go to the store and the store told me to call the call center. I dont have time to play these games and I want my $85 back for the services the company failed to provide.
Business Response
Date: 06/19/2024
June 18, 2024

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

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

Dear Ms. ********************** June 3, 2024, we received your complaint, dated June 1,2024, filed with the Better Business Bureau.

You said that you signed up for service and paid $85.00 at a retail store, but the line could not be activated; therefore, you requested a refund, but it was denied.

When we spoke today, you said that you disputed the transaction with your credit card issuer and they credited your account; therefore, the issue has been resolved.

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: 06/19/2024

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:05/31/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My account was to be cancelled on May 10th but I received a charge on my credit card that was removed from auto pay on May 27th. Again my account was cancelled on May 27th by a supervisor only to try and charge my card again on May 31st. Now they say I owe them money and they refuse to refund the last payment they illegally took out of my account. Now they refuse to give me any information to contact their headquarters office and they say they are not allowed to give out any more information for me to get this resolved. After calling 3 times now they don't have records of the original call and my account is still active with a payment due.
Business Response
Date: 06/10/2024
June 4, 2024

*********************************
***********************************. B8
************, FL 32254

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

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

On June 3, 2024, we received your complaint, dated May 31,2024, filed with the Better Business Bureau.

You stated your account was canceled on May 10, 2024, and you continued to be charged despite your card not being on autopay. You were due to be charged again on May 31st and told you owe money. You expressed frustration with customer care not providing you a refund, and you requested to speak to someone about this matter.

When we spoke, I informed you that there is no request on record to disconnect your service until May 27, 2024; therefore, your refund request is declined. Additionally, at the time of the payment on May 25, 2024, you were enrolled in autopay. When you are enrolled in autopay, you give Boost Mobile the right to withdraw the payment automatically the date it is due.

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:05/31/2024
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.
Ok so first I been with the company for quite a few years , always paid my bill on time, I have 5 lines with this cell phone company.. I called last month to have one of my numbers changed,and some kind of way when I went online to pay my bill, it was linked to somewhere else account by the name of ****** , so I then paid my bill over the phone today I tried again online, its still saying ************** can see all the man account information so I then proceeded to call again and I made my payment over the phone again and it was giving me the last four of the man debit card information, so I changed it to my card information, under the impression that its my account this time being that I called last month and it went through, so I put my debit card information for the ***** then I ask to speak with someone to make sure it did go to my account, also to tell them again about the linked account experience, I talked to them the day before about the problem and it was supposed to be fixed so now they tell me that the money did not actually go to my account, they put in a ticket to have my money put back on my card but it would take 3 business days which puts my phone being off until Tuesday because I dont have more money to give them, while waiting on my refund I have small kids and a ************* , I can not have my phone off for no period of time its very much a inconvenience and they should be able to do more for me being that it was their mistake
Business Response
Date: 06/21/2024
June 20, 2024

*************************************
6409 Peony St.
*************** 70131

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

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

On May 31, 2024, we received your complaint, dated May 31,2024, filed with the Better Business Bureau.

You stated that you called in to make a payment last month,but the system pulled up an account under the name ******. This happened again this month. You made a payment through the automated phone system by changing the card on file because the card number listed did not belong to you. You then called and spoke to an agent who confirmed that you had made a payment on the wrong account. You were told it would take three days to receive a refund, and you would not be able to make a payment until then, so your account would be suspended in the meantime for non-payment. You said that this was not acceptable. You requested to receive a billing adjustment.

Our records indicate that the payment was transferred to your account on June 1, 2024, avoiding any disruption of service. A credit of $88.50 was applied to allow the payment of $88.50 to cover the entire payment due.

It appears that the other account has your phone number,**************, listed as an alternate contact number. We have submitted a request to see if this can be removed to prevent this issue from recurring.

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:05/31/2024
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 transfer over me and my son from metro by t moblie cause yall have a family plan and I found that Fiance in *********** can't call me because yall blocked the number I wantv to know but yall let my father that is federal prison call me . I need know is that true practice in ur company because this bad for business
Business Response
Date: 06/21/2024
June 20, 2024

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

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

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

On May 31, 2024, we received your complaint, dated May 31,2024, filed with the Better Business Bureau.

You said you transferred your service to Boost Mobile and recently found out you cannot receive collect calls from the county jail due to us blocking the number.

Boost Mobile offers a prepaid cell phone service that does not allow collect calls to come through and bill your account for the charges.We are not blocking the number from connecting to your phone. I would recommend you inquire with the county jail in question and check on their contact options.

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: 06/22/2024

Complaint: 21785134

I am rejecting this response because:

Sincerely,

*******************************
Initial Complaint
Date:05/31/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Tuesday, May 28, 2024 I attempted to make a purchase for a phone from boost mobile. I received an error message saying that my Purchase may not have gone through and to check my bank account and to call the phone number listed. I checked my account and nothing has been taken out. So I called the phone number and was on the phone for over 30 minutes with someone who did not see a transaction. The associate told me to go ahead and place the order again and I did this time the order went through. When I checked my bank account again, there were two charges. I immediately called boost mobile to have them cancel one of the orders and was told that I will be receiving a refund. The next day, I checked my email and it said that both phones had shipped. So I called boost mobile again and was able to receive a $10 credit for my inconvenience, as the refund was canceled and is now pending me returning the phone. I received the phone in the mail the next day. I called them to begin the refund process and another surprise is that they wanted me to pay for shipping. I do not feel like I should be paying for shipping if it was their error which it was. they refused to pay for shipping for me or give me any more credit other than the $10 for my previous inconvenience although this was another. I have been a customer of ********************** since 2017 but I do not think that I will be a customer for much longer. Im highly disappointed. I have to spend money to return something I shouldnt have received in the first place. And then I have to wait for I dont know how long to get my refund when I have other bills to pay. This is ridiculous!
Business Response
Date: 06/12/2024
June 6, 2024

*************************************
*************
********, GA 30058

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

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

On May 31, 2024, we received your complaint, dated May 31,2024, filed with the Better Business Bureau.

You said you attempted to purchase a device, but there was an error and the order did not go through. You were able to purchase it with an agent, but you were charged twice and received notification two devices were being sent out. Your efforts to cancel the order yourself or by asking an agent were unsuccessful. You were informed you would receive a refund after the device is returned, but you disputed having to pay for the shipping. You requested a billing adjustment.

In our email correspondence, I informed you that an order cannot be canceled once placed. Please also note that it is Boost Mobiles policy that customers are responsible for paying for shipping to return a device. Once the device is received and passes inspection, you will receive a refund totaling $215.99. You declined the return label I offered to send to you, as you said you do not need it. You received a $10.00 credit on May 30,2024. As a courtesy, I applied an additional credit of $10.00 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,

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

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

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

Customer Answer
Date: 06/12/2024

Complaint: 21784678

I am rejecting this response simply because: I do not like the wording of the response. I was told by an agent that she canceled my order and she put in for a refund. After I saw that two phones were still coming I called back, and indeed the agent I spoke with saw that the refund was in the system. However, it was canceled because the phone was on the way. I then requested for some compensation for my inconvenience and the clearly faulty system you all have. I then received a $10 credit to my account.
Once I received the phones and began the return process I found out that I had to pay for shipping. Why is the return policy even being mentioned when I shouldve never gotten two phones in the first place? Also, I rejected the return label because I had already mailed the phone back. And the cost was more than the additional $10 credit I received.

Sincerely,

*********************************
Initial Complaint
Date:05/31/2024
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 tried to place an order for an iPhone 15 Pro *** again with Boost Infinite after disconnecting with them months ago and now wanting to try the service again. I placed the order under a new email since I could not use the same email again. Later that day I got notified the order was canceled and to call. I spoke to customer service who got me to order integrity who said they could help and I had to email *********************************** to fix this. I have emailed them twice and got an automated message that I would get a response within 48 hours and with no luck. Stuck in a waiting game now.
Business Response
Date: 06/07/2024
June 6, 2024

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

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

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

On June 4, 2024, we received your complaint, dated May 31, 2024, filed with the Better Business Bureau.

You stated that you attempted to order an iPhone 15 Pro *** again after disconnecting your previous account months ago.You mentioned that a day after placing the order, you received an email indicating it was canceled. You said that you were provided an email address,which you have emailed several times, but received no response.

Our records indicate that while the order under account ************ was canceled, you were able to place an order for the iPhone 15 Pro *** on May 31, 2024, under account ************.

A review of account ************ reflects that you have also elected to cancel it effective July 1, 2024, and return the recently-activated device. Please note that a refund will not be provided until the device is returned. Please visit ******************************************************** for more information on our return policy.

As you received a credit to cover the monthly services, you would only be eligible for a refund for the amount paid towards the device.

We would recommend that, prior to setting up services again,you visit ***************************************************************** to verify your location is available to receive America's Smart 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
DISH Wireless, L.L.C.

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

                *********************;
Customer Answer
Date: 06/11/2024

Complaint: 21783181

I am rejecting this response because: I have recently refused the delivery of the new device. The device was never opened and sent back with a confirmation and name of the person who received the device. Now awaiting the refund. As for coverage until the name of the town my zip code falls in I will not be activated on the dish network even though there are towers and coverage in the area?

Sincerely,

*****************************
Business Response
Date: 06/19/2024
June 18, 2024

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

Re:          BBB Complaint #********
                ************ -2024-06-13463

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

On June 17, 2024, we received your rebuttal,dated June 17, 2024, filed with the Better Business Bureau.

You stated that you are rejecting our response, as you refused delivery of the device and are awaiting a refund. You also questioned the coverage, as you indicated there are towers in the area.

A review of your account reflects that on June 13, 2024, a refund of $103.50 was issued to the card ending in 2095.

As previously advised, if you city is not listed on ****************************************************************, you are not eligible to receive Americas Smart Network.

While you do not agree with the information provided there is no change in our position.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:05/30/2024
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 have 2 phones with boost. For 2 weeks my sons phone hasn't been working to recieve calls or call out. Yesterday mine started. We can't use our phones at home. They switched towers and now want me to buy 2 new Sim cards plus $45 each to reactivate the phones. 110 dollars total to use phones we already activated and are paying for. I have been a customer for over 15 years and this is beyond bad business and theft of money I've been paying for my sons phone to only be able to text. I bought 2 phones from them I can only use on certain sides of town now. This is beyond wrong.
Business Response
Date: 06/17/2024
June 14, 2024

*****************************
1794 Channingway Ct. W.
********, ** 43232

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

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

On May 31, 2024, we received your complaint, dated May 30,2024, filed with the Better Business Bureau.

You said you have two devices with ******************** and both cannot send or receive calls. You were informed you would need to switch to a new network, which includes purchasing new SIM cards and reactivating the phones,which you disputed doing. You requested a billing adjustment.

When we spoke, you confirmed you had not spent any money towards new SIM cards. I did request both your device and your sons device be set to full time roaming, which you stated resolved your issue. If you do continue to experience issues, please reach out to customer care at **************** for troubleshooting.

As a courtesy, I applied a one-time credit of $5.00 to your account for the time you were unable to use your devices.

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: 06/17/2024

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 only thing I disagree with was a $5 credit. Our service was effected for 3 weeks. But I'm happy we can use our phones again.

Sincerely,

*************************
Initial Complaint
Date:05/30/2024
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.
Basically in a nutshell yesterday I ordered an iPhone on the boost infinite plan signed up to open a line was charged $60 paid for the plan got the confirmation email and got the tracking number that my shipment was on its way. *** contacted me and said that the phone would be here tomorrow, I clicked on the text message and it took me to the *** website where it stated there that the phone was requested to be returned to sender. Another word I was not going to be receiving the phone so I called boost customer care I talked to not one not two not three but eight people. The first woman said it was an error on their side some computer glitch or what ever happened and she cleared it all up I need to reorder the phone use the same email address do it within 2 days. I have not been refunded for the first phone although I did not receive it have not been refunded for it they want me to put out another $60 to get another phone coming to me I don't think that's right I don't think I should have to be mine is $120 and I still don't have a phone nobody is trying to help me I was on the phone for 2 hours and basically told too bad that's the way it is and I think that's a load of c*** I don't know what they have to do but they should send me a phone send me to the store to pick one up I don't care I shouldn't have to go through everything again I'm already not getting the phone tomorrow and now you want me to pay for it again and you're telling me I might not be refunded for the first phone for up to 10 days after they receive it back this is not right this is not right at all. This is the worst customer service I've been given in my entire life and I've seen some doozies. Boost needs to get with the program it doesn't matter how many free iPhones you give away to people if you don't have the customer service to back it up you're going down the toilet I'd rather have the good customer service and know that under special circumstances like mine and exception will be made.
Business Response
Date: 06/20/2024
June 19, 2024

***********************************
***********************************
*******, MS ********************************************************************** BBB Complaint #********
                *************

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

On May 30, 2024, we received your complaint, dated May 30, 2024,filed with the Better Business Bureau.

You stated that you placed an order for a device, but we canceled it and the device is being sent back. You called customer care, and you were told a refund would be processed after the device is returned to our warehouse. You requested an immediate refund, so you can place another order,and you do not want to make another payment before you receive the refund. You requested assistance.

Our records indicate that the order was canceled due to mismatching information. This issue was cleared up when you called in, to allow another order to be placed.

Boost Infinite policy states that a returned device must be received and checked in to our warehouse before a refund can be processed. Your order was placed on May 29, 2024, and the refund was processed on June 6, 2024.

If you are still interested in signing up for service with Boost Infinite, please log into the mobile application or contact customer care at ****************.

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

Sincerely,

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

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

                *********************
Initial Complaint
Date:05/30/2024
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 purchased a phone plan and iPhone from Boost in or around April. My experience has been a complete nightmare. 50% of my incoming calls go straight to voicemail for no reason. I am in the construction industry, and today I found out I lost a potential contract because a client could not reach me since it was always going to voicemail. I called Boost almost 20 times, yet they have not been able to fix the issue. Upon reviewing online complaints against Boost, this issue seems to be a recurring theme for many customers. I'm requesting that they refund the entire service and cancel everything and unlock the phone otherwise I will be filing a lawsuit in county court for serious damages. They have damaged me so much its unreal. They materially misrepresent the quality of their service; there is no fine print in their marketing material that says more than 50% of my incoming calls will go straight to voicemail and not notify me of any missed calls. OUTRAGEOUS
Business Response
Date: 06/12/2024
June 7, 2024

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

Re:          BBB Complaint #********
207915912745 - *************

Dear Mr. ***************** May 30, 2024, we received your complaint, dated May 30, 2024, filed with the Better Business Bureau.

You said that you purchased a phone and activated a plan on or about April 2024;however, 50% of your calls have gone straight to voicemail. Because of this issue, you said that you have lost a potential contract. Therefore, you requested a full refund for what you have paid to date and the phone to be unlocked;otherwise, you will file suit.

Boost Mobile 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.

Our records show that you have been in contact with our Wireless Team, and a network team has been dispatched to verify coverage or make necessary changes at the location provided. After they complete their work, you should no longer experience this same problem.

Your phone, an Apple iPhone 15 Plus, is currently financed with an outstanding balance of $852.50; therefore, it will not be unlocked until it is paid in full. However, as a courtesy, I applied a credit for $63.40 to your account,which is equal to one month of service.

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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