Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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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
- 4,964 total complaints in the last 3 years.
- 1,521 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/25/2024
Type:Sales and Advertising IssuesStatus: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.
SIM card was hacked 5 times in 2 months. They would not refund me for new chip or my phone bill. Had to change phone number and it still happened again. They said they must have a glitch in their system. Had to change phone companies and a new number and phones againBusiness Response
Date: 06/03/2024
May 28, 2024
*********************************
PO Box 7147
********, CT 06712
Re: BBB Complaint #********
************ - *************
Dear ********************:
On May 28, 2024, we received your complaint, dated May 25,2024, filed with the Better Business Bureau.
You stated that your *** card was hacked five times in the last two months, and we refuse to reimburse you for the *** cards or your phone bill. You indicated you had to change companies, get a new number and buy a new phone. You requested a refund.
Our records indicate that you contacted customer care on March 11, 2024, and the agent sent your device (an iPhone 11) an e***, per the troubleshooting steps. As the device was not accepting this e***, it was attempted two more times between March 11 and 28, 2024. Please note that there is no charge for an e*** to be sent to a device. On March 28, 2024, you elected to purchase two iPhone 12s, one of which was activated on May 14, 2024, on the line ending in 7512. The only time these *** cards were updated was during the activation process and when the troubleshooting steps recommended it.
A review of your account shows that during this current billing cycle of May 3, 2024, through June 3, 2024, the line ending in 7512 has used 6.03 GB out of 8 GB, and 438 talking minutes, 75 text messages. The line ending in 6067 has used 5.97 GB out of 6 GB, and ***** talking minutes, 59 text messages.
Due to the usage on the account, we decline your refund request.However, in the interest of customer service, a $30.00 credit has been applied.Please note that your account is currently active.
We regret any inconvenience you may have experienced.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*******************, #***
******,CO 80210
*********************Initial Complaint
Date:05/24/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ok so I have a 25$ plan it includes unlimited talk n text 30 gb of high speed phone data 30 gb of hotspot I used 25 gb I had 5 left I turn on my hotspot because my WiFi is acting up and it drained my phone data instead of my hotspot data no I have 0 gb of phone data n ***** of *********** called n explained it multiple times to the point I was very frustrated I just was very confused why they took my phone data instead of my ************* telling me its not separate when it clearly says I have ************* I cant use it cause I have no phone data which was used instead of my hotspot data I just want this issue resolved I need my high speed phone dataBusiness Response
Date: 06/10/2024
June 4, 2024
*****************************
*******************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On May 24, 2024, we received your complaint, dated May 24,2024, filed with the Better Business Bureau.
You said your current plan consists of unlimited talk and text with 30 GB of high speed phone data and 30 GB of hotspot data for $25.00 per month. After exhausting the 30 GB of your allotted phone data for the month, you tried to swap to your hotspot, but soon realized that you had still reached your monthly data limit. When you contacted customer care, you were told that your data allotment was not separate and pulls from one single bank of 30 GB. You mentioned being confused by this, as you are clearly able to see hotspot data you are unable to use. You requested this issue be resolved and to receive a credit.
My attempts to contact you by phone at ************** on May 30, 2024, were unsuccessful, but I left a voicemail. I also sent an email to you at *********************** You replied on June 1, 2024, saying you are no longer interested.
On the Boost Mobile Plan Support page it states that if you use your phone as a hotspot, it will pull from your total high-speed data allotment. Please visit ********************************************************************************* for further details.
A review of your calls logs revealed agents have explained to you multiple times that your data comes from one allotment of 30 GB, and any usage, whether through your phone or your hotspot, would draw from that single bank. In the screenshots you provided, your hotspot data is shown as individual to your phone data for transparency and so that you may monitor your data usage throughout the month.
As you received an adequate explanation from customer care and this policy is outlined on our website, your credit request is declined.
We regret any confusion.
Sincerely,
******************************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*******************, #***
******,CO 80210Initial Complaint
Date:05/24/2024
Type:Product IssuesStatus: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.
Business refused to accept a return of unopened router box less than 48 hours after purchase.Business Response
Date: 06/10/2024
May 31, 2024
Rev. **********************************
252 ****** MHP
*******, ** 37716
Re: BBB Complaint #********
************ - *************
Dear Rev. *************************** May 30, 2024, we received your complaint, dated May 24, 2024, filed with the Better Business Bureau.
You said that we refused to accept the return of a router in an unopened box less than 48 hours after the purchase.
You filed this same complaint with the ********************************* (FCC) on May 20, 2024.
On May 28, 2024, you and I spoke about the above-referenced FCC complaint and you accepted a credit for $80.00 in lieu of Boost Infinite intervening, as the item you purchased is an Xfinity product, which we have no authority over. I also explained, at that time, that Boost Mobile retail stores are independently owned and operated and set their own policies and procedures.
When we spoke today, you confirmed the matter has been resolved.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
*****************************Initial Complaint
Date:05/24/2024
Type:Billing IssuesStatus: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 January, 19th. 2024 I called Boost Mobile and notified them that on Jan. 29th. I am moving temporarily to ****** and I requested to stop autopay payments after Jan. 20th. 2024. After ***** wait on my phone customer service representative confirmed that my last autopay payment for my boost mobile phone service will be on Jan. 20th. Unfortunately, Boost Mobile continued to charge me for 2 additional months - Feb. 20th. and March 20th. During the last few months, I tried calling Boost Mobile more than 4 times. Unfortunately, being in ****** it is very difficult for me to make these calls due to the 7-hour time difference and I do not have a phone plan that allows me toll-free international calls to ***. Every single time I try to call USA I am being charged per minute... I am waiting for ***** minutes on hold... and no one ever answers the phone. Please refund both transactions to the original bank account (Huntington ************************* charges from 02/20/24 for $25.19 Boost Mobile charges from 03/20/24 $25.19 ******** has been notified about these transactions. If no refund within a few days then both transactions from Boost Mobile will be and will be investigated and reversed as fraud-charge back.I await your prompt response and a refund of $50.38 I can be reached at ***************** or by replying to this email.*********************** ************* ******************Business Response
Date: 05/30/2024
May 28, 2024
***************************
1956 **************** St., #1
*******, ** 60657
Re: BBB Complaint #********
************ - *************
Dear **************:
On May 24, 2024, we received your complaint, dated May 24,2024, filed with the Better Business Bureau.
You stated that you called Boost Mobile in January 2024 to remove autopay because you were temporarily moving abroad, and you were informed it was. However, you continued to be charged for service in February and March.You requested a total refund of $50.38.
There is no record of you calling in to request autopay be removed or to address the payments taken in February and March. As a result,your refund request is declined.
I removed autopay and you will no longer be charged automatically for service.
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: 04/05/2025
Boost Mobile simply lied to me and scammed me which caused frustration, wasted time and most importantly financial damage in thousands of dollars to my business. My phone number ********** has been active and associated with me and my business for almost 20 years. In February, 2024, I had to leave *** to another country due to a family member serious illness and unfortunately death. Mourning and family reasons and therefor I had to temporarily disconnect my phone line. When I spoke with boost mobile representative - they told me that they can temporarily disconnect this line and once I am back I can simply call back to reactivate this number again. Even though the line has been deactivated, boost mobile continued to charge monthly fees for 2 more months until I filed complaint to stop. When I try to call boost mobile to reactivate this line, calls get dropped, wait time very long, and representatives forced me to release sensitive-personal information to foreign country staff, but were unable to help, transferred me from person to person. Finally I was able to speak with 'solutions supervisor' who claimed his name was 'Dwidth' - I doubt that this is his real name. this person simply refused to answer my questions, refused to reactivate my phone number and continue to push/sale this new account. When I asked for boost mobile corporate number, all records of my calls, inquires, and his info, he simply hung up. During all my calls to boost mobile - it was verified and confirmed that ********** is associated with me and my account. I kindly ask and request from Boost Mobile Headquarters to reactivate immediately my phone number ********** and take actions about their employees. I cannot operate business and daily life without this number. If no reply, and ********** is reactivated with 3 business days I will have to file more complaints and take legal action vs Boost Mobile.
Desired Outcome:
reactivate within 3 days my phone number **********; Contact by the business
Business Response
Date: 04/16/2025
April 15, 2025
Mr. ****** *****
*****************************
*******, ** 60657
Re: BBB Complaint #********
************ -************
Dear ************************** 15, 2025, we received your rebuttal, dated April 15, 2025, filed with the Better Business Bureau.
You rejected our response stating that you were told your line ending in 7567 was able to be temporarily disconnected and reactivated. You also stated that you were charged for two months of service even though it was disconnected. In addition, you mentioned your dissatisfaction with the customer service you received. You requested your line be reactivated with your original phone number.
There is no record of you being told your account can be temporarily disconnected and Boost Mobile does not offer temporary suspensions.
We have not received a payment from you since March 2024; since then, you have disputed payments for the two months you said you were charged for, and those funds were returned to you.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
Please note that after 90 days of nonpayment,your account was canceled and your phone number lost. Your line cannot be reactivated and the phone number is not retrievable at this point.
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
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:05/23/2024
Type:Billing IssuesStatus: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 a sim card kit on 5/17 for $1 at the store which mentions nothing of the $1.50 tax fee. I attempted activation online which I wanted to port in my number. I get made my monthly payment and completed set up to not have phone or data that evening. Next morning I get an email my port In was unsuccessful. I called boost to be told to have port protection lifted. I ask if I could just get a new number which is normal if a port in fails and was told I would have to create another account and give them a second payment as they wouldn't refund my money, they could only transfer to another account cause it needed a new sim. So I went and purchased a new sim thinking I could set up the account and transfer the balance I had remaining due to not being able to activate....wrong. I still had to make the payment of $25 before they would credit the $25 I just spent. So I set up new number and had balance transfered and called to try the port in again to be told that I would have to pay $5 to put the phone number I had on current sim. I paid it which actually was $6.51 cause of that pesky tax fee they don't mention even though sim card with port in is suppose to be free online with a free device...then we go through all the steps for the agent to tell me that I cant port my number to my existing sim card and it will have to go on another card which will be shipped to me, so I have to wait another 2 days to get my number ported in which I have to call back to activate and will probably cost another $25 on the account cause you have to have a new service plan...So in essence it has taken 9 days with a whole lot of hours with unhelpful representatives and $11.53 in cards with $62.51 (so far) to port-in my number which I didn't even get a new device! They offer no compensation for the time or aggravation and charge all these hidden fees they don't tell anyone about when signing up. Worst cell phone company ever! Will cancel as soon as service is up! Never again!Business Response
Date: 06/03/2024
May 29, 2024
***********************************
674 *************************** ** 30528
Re: BBB Complaint #********
************ - *************
Dear ******************:
On May 24, 2024, we received your complaint, dated May 23,2024, filed with the Better Business Bureau.
You said that you purchased a $1.00 SIM card kit at a store, but you were not advised of the $1.50 tax fee. You attempted activation online, but the next day you received notification that the port in did not work. You requested a refund and your port-out PIN.
Please be aware that taxes are set by federal, state and local government authorities and Boost Mobile must abide by all related rules.
A review found that the payment you made to the failed account was transferred to a new one. Our records show data, talk and text usage on the new account; therefore,a refund cannot be issued.
For your convenience, your port-out PIN is ******.
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:05/23/2024
Type:Service or Repair IssuesStatus: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.
Dot: 09/29/2023 Account: ************ Price: $166.65 Company: Boost Mobile also Boost Infintite ************** The boost company sales representative gave false advertisement. Its been a year so we get an upgrade they told me that I didnt sign up for that plan. Since we called its been a scam we didnt have service for 18 days and then our bill was much higher then what the sales guy said our service is horrible it drops calls and the person on the other side of the call cant hear us along with we our paying for insurance and still they want 100 to replace the phone. I would like my upgrade and better cellular service I only have two bars on my phone where we should have like four or three bars for good service mine is set in two If I could take it all back I would but at this time they need to follow there advertising that they promote and replace my phone I would like a galaxy flip phone please and thank you with good service calling over there is a scam in it self first you get welcome to boost and when u explain you get transferred a bunch of times for you havent reached boost infinite *********** compensate us a month free for not haveing service for 17 days but by that time I didnt want the sale and I explained that to themBusiness Response
Date: 05/28/2024
May 24, 2024
*****************************************
1630 ***************. SW
***********, NM 87105
Re: BBB Complaint #********
************ -2024-05-11559
Dear **********************:
On May 24, 2023, we received your complaint, dated May 23, 2024, filed with the Better Business Bureau.
You stated that we advertise getting an upgrade each year, but you were informed you were not on this type of plan. You also said that you were without service for ************************************************************ addition, you indicated that you are being charged $100.00 through the insurance to replace your device. You requested your phone be replaced.
Boost Infinite advertises that the Infinite Access for iPhone plan allows you to get the latest iPhone with built-in unlimited wireless delivered right to your door. 12 months later, we will do it all again with a convenient box to return your old iPhone. As your account has the ********************** Unlimited plan, this does not apply to you. Please note that you were informed of this on February 12, 2024, when you contacted customer care.
Our records show no evidence of any technical issues being reported for the line ending in 7914. Regarding the line ending in 9519, the roaming partner had to be updated. Please note that the *** has a primary network preference, but can roam on partner networks when available. A configuration change was made on April 11, 2024, and, to date, you have received $125.00 in account credits for the days you did not have service.
Boost Protect is a comprehensive device protection program that combines a service contract and an insurance policy to protect your phone in case you lose it, have it stolen, or accidently damage it which is through Likewize Device Protection to offer you this service. Your deductible is determined at the time of purchase and is based on the market price of the make and model of your device. Once you are enrolled, your deductible does not change even if the store price does. All costs, charges and fees are subject to applicable tax. For more information, please visit **************************************************
A review of your account reflects that on March 9,2024, you advised customer care that you would be filing a claim with Likewize,as your sons device is broken. We apologize if you are unable to pay the deductible.This fee is not able to be waived; it would need to be paid to replace the device.
As you are currently outside the 30-day return window, we decline your request to return the device or have a replacement sent out. We recommend working with Likewize to replace the broken device.
We regret any inconvenience you may have experienced.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
*********************Customer Answer
Date: 06/26/2024
Im writing a response that will open my case back up against boost infinite. The sales representative said we would get new phones in the begging of the next year and that we are in that plan all I had to do is pay for the plan on October 28 when we got offered the deal to pay 50$ and get new phones. I paid online that day to get the same deal that everybody was getting when switching over to boost infinite. The phone ending in 9519 has been called several times in not working properly or getting and data or reception. Its always dropping calls and I get so many advertisement calls it takes up my phone service I have been a customer with ********************** for over four years and this by far has been the worst service I have ever received from this company. Upon calling for any technical issues its difficult because Im no longer a boost member Im infinite boost and that was the pith we get to choose a new upgrade every year. Now there saying Im not in that program then why would I switch over to that plan if they didnt inform us if getting a great deal. My phone has only two bars in the network side. Also my question would be where are the dates from all complaints I have filed with boost infinite. The two that are mentioned where of course two that I made but not all of them along with there response. I need to know that they are going to ***** us the deal that they did with everbody that switched over to boost infinite that why they advertise and the sales representative sold it to us so please put us in the right ensenutive. This has been a back and forth Battle with boost infinite because they think that they are always have an excuse as to what the deal was and is. I know what the representative said and pull the call from that day and you will hear what plan was offered and I paid it when I got home that dayInitial Complaint
Date:05/23/2024
Type:Service or Repair IssuesStatus: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.
Bought 4 phones and phone lines, phones never worked from moment walked out of store. Went back to store and worker said it's the phone network and he called sat on phone with customer service for an hour and a half. The phones worked for a couple hours and started back same issues. No network would come up we could not use the internet or the phones. Periodically the phones would allow calls to come through but then the calls would be choppy and people would say they couldn't hear me. I called boost Mobile about 3 to 4 other times myself to correct the problem constantly going over troubleshooting and turning the phone off and on. These are my primary phones I am sickly so is my daughter and if some was to happen we can't even call 911. Today I spoke with customer service asking for a new phone for a new network or a refund of my money to purchase new phones for a new network. I was told no I would have to spend more money and then hung up on. I want to know is it legal to purchase a service never get it and be swindled into buying more phones. I would like a refund to purchase more phones or them to send me phones on a better network.Business Response
Date: 06/11/2024
June 8, 2024
*****************************************
********************
**********************
Re: BBB Complaint #********
************ - *************
Dear **********************:
On May 24, 2024, we received your complaint, dated May 23,2024, filed with the Better Business Bureau.
You said you purchased four devices, but none of them worked. You spoke to customer care, but did not come to a resolution. You requested to either receive a refund or have the new devices added onto a new network.
I confirmed with our retail escalation team that the devices were working when you left the store, and they did all of the troubleshooting steps at their disposal. Additionally, our records show you have since ported your phone numbers to a new provider.
Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies; therefore, you will need to address the return and refund with the store where you purchased these devices.
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
*******************, #***
******,CO 80210
*****************************Initial Complaint
Date:05/23/2024
Type:Service or Repair IssuesStatus: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 refuses to unlock device that meets their unlock policy because their system incorrectly lists the device as ineligible.****** purchased on May 4 2022 and activated May 13 2022 with one year service plan. Renewed for another year in May 2023 and again in May 2024. Unlock policy says device is automatically unlocked after 1 year. Called and chatted with customer service on 5/22 and 5/23/2024, and they say their system shows the device was activated July 27, 2023 and won't be eligible until July 27 2024.The device has been active since May 2022, not July 2023. I didn't buy the phone in 2022 and not activate it for over a year. This line/phone number has only ever been associated with this device, since 2022, and the account has always been in good standing. **************** is unwilling to entertain the idea that their system could be wrong. If Boost can see what device the phone line was associated with from May 2022 to July 2023 they will see that it is the same IMEI. The device has been active for two years.Business Response
Date: 06/13/2024
June 12, 2024
*****************************
4100 Horatio Ct.
*****, MD 20832
Re: BBB Complaint #********
*************
Dear **************:
On May 23, 2024, we received your complaint, dated May 23,2024, filed with the Better Business Bureau.
You stated that we refused to unlock the device you purchased on May 4, 2022, and activated on your account on May 13, 2022. You indicated that this was the only device ever used on the account, and you requested it be unlocked.
Our records indicate that the account was activated on May 24, 2022, as a bring-your-own device through our website. We show the purchase of a ******* Galaxy A03 with IMEI *************** on October 4, 2023, with activation of the device on October 7, 2023, at 8:31:17 pm. This device was built on August 24, 2023, and purchased by Boost Mobile on September 11, 2023.
Unlocking a device refers to enabling the *** slot of a device to allow insertion of another carriers *** card. 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).
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
The device in question does not meet these criteria, but I made an exception to our policy and unlocked it.
Sincerely,
*************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**********************************350
******,CO 80210
*********************Customer Answer
Date: 06/16/2024
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 device they unlocked is one added to the account last month and not the one originally associated with the account, but unlocking was still a nice gesture and helpful to us.
Sincerely,
*************************Initial Complaint
Date:05/22/2024
Type:Service or Repair IssuesStatus: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.
To whom this may concern,I am writing to file a complaint with the Better Business Bureau to help resolve an issue I have with Boost Mobile. I have been a customer with ******************** for many years. 10 months ago, my husband at the time and myself decided to bundle our services together to have one single bill for our mobile service and to save a little money. At that time, we also bought my daughter an iPhone. The device is paid in full. My husband and I had irreconcilable differences and my husband filed a divorce. He was also an abusive spouse so I am thankful I was able to leave him. I had my phone (not purchased from Boost) and the device I paid for from Boost active on the account. I was notified by Boost that my two phone numbers on that account are scheduled to be deactivated on 05/26/2024. In an effort to save our phone numbers, I ported one of the devices out of ******************** (my device that was not bought through Boost Mobile). The issues arose when I attempted to port my daughter's number out of Boost. We were informed the device was still locked to the carrier. When I requested to have the device unlocked, I was informed they would not honor my request due to the fact that the device was not active in the account for 12 months. I informed them I am fleeing a domestic violence situation and it is crucial to get my daughter's number and device ported out of ******************** because my daughter has been applying for college and she is using the number associated with the Boost Mobile account. I then asked to speak with a supervisor who said the same thing- there was nothing they could do. I was so distraught.Our desired resolution would be to have Boost Mobile unlock my device that is paid in full so that I may port the number and device out of ********************'s network.I thank you for your attention in this matterBusiness Response
Date: 06/12/2024
June 11, 2024
***********************
****************************************************************
Re: BBB Complaint #********
*************
Dear ***********************:
On May 22, 2024, we received your complaint, dated May 22,2024, filed with the Better Business Bureau.
You stated that you set up a family plan account with ******************** and purchased an Apple iPhone for your daughter. You attempted to port your daughter's phone number to another carrier recently, but found that the device was locked to our network. You requested that this device be unlocked to use with a different carrier.
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
The Apple iPhone on your account does not meet these criteria. Nevertheless, I made an exception to our policy and unlocked the device with IMEI ***************.
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:05/22/2024
Type:Product IssuesStatus: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 May 18th 2024 I went to boost mobile to upgrade my phone. The salesman asked what I am looking for in a phone. I explained that I need a phone with a very good battery and a nice camera. They recommend a Moto phone, so believing him I went with it. The phone was HORRIBLE! The battery died extremely fast and unless I was in my house with my WiFi I couldn't use the phone. I returned to the store on May 20th and explained to the girl working the issues I was having with the phone. I told her I wanted to transfer to a different phone. She told me to come back today May 21st because her manager wasn't there. I left the newly purchased phone with her as it didn't work properly. I went today and the manager said if I switched the hat phone I had to pay 250$ for the other phone. I explained that the other people lied to me about the returned phone. Now I had to get my old phone that I originally upgraded and use that now as I can't afford the 250$. They switched my number back and told me that now I cannot upgrade for 9 months!! And they would not refund all my money that I paid. I originally paid ******Business Response
Date: 05/30/2024
May 28, 2024
*****************************
**************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On May 23, 2024, we received your complaint, dated May 22,2024, filed with the Better Business Bureau.
You stated that on May 18, 2024, you went to a store and upgraded your phone. You indicated you were not satisfied with the new device and decided to return it. The store advised you that if you exchanged the device, you would have to pay an additional $250.00. You declined to do so. You indicated you are now unable to upgrade for another nine months and you did not receive a full refund. You requested to exchange devices.
******************** stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. Please visit the store where you purchased the device for further assistance regarding a refund.
Please note that once a device upgrade has been used,regardless of if the upgraded phone is returned or not, we are not able to reinstate the upgrade offer. Once your account is again eligible for an upgrade,it would be available on your online account.
We respectfully decline your request to exchange devices, as we do not offer this and you already returned the phone to the store.
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: 05/31/2024
Complaint: 21741813
I am rejecting this response because:
Sincerely,
*************************
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