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

4,967 total complaints in the last 3 years.
1,509 complaints closed in the last 12 months.

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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:03/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a phone and activated I March 2ns 2024. At first it was working saying the network not found. Called customer service they figured it out. The phone worked for 4 days after that and it stopped saying boost network unavailable. This is a brand new phone so it's NOT the phone. No one can help nor do they care they keep saying the phone is active. I went to ****** and HUNDREDS of customers are complaining about the same thing and they have different phones. I payed for a service and cannot use my phone and again Boost doesn't seem to care or able to help me. I need a corporate rep to call me because I do not get anywhere with the reps and I find this disturbing as I am a new customer and this is not good at all!!!! I have an autistic son in school and I need to have a phone in case of any emergency but of course it's not working. Hopefully this can be resolved
Business Response
Date: 03/29/2024
March 18, 2024

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

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

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

On March 11, 2024, we received your complaint, dated March 9, 2024, filed with the Better Business Bureau.

You said that you purchased a new phone on March 2, 2024; it worked for four days and then stopped working because the network was unavailable.

I attempted to contact you at the phone number and email address we have on file, but I did not receive a reply.

Our records show that on March 8, 2024, you spoke to a representative and the issue was resolved. If this is not the case, please reply to my March 14, 2024, email.

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.

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *****************************
Initial Complaint
Date:03/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am requesting that they unlock the phones and due to the fact that Dish Boost Infinite has not provided me with a working phone/service. I have paid my bill every month and have been without for 5 days now and spent 40+ hours on the phone with them to try and resolve the issue. I was told by apple that it is not a device issue but a carrier issue. ******* from Boost was on the three way call with myself and Apple when the man said it was not an Apple issue but a carrier issue. After 5 days of trouble shooting with the employees at Dish Boost Infinity the phone is still not working and there is no resolution in sight. I have demanded my phone number to be released back to me and I will send them the phone and since they are not abiding by their end of the contract by providing me with phone service I will go elsewhere. I have paid my bill each month with the most recent bill being due March 24th. I have spoken to several employees... from *******, *********, another *******, **, and ***** and even a text conversation with ***********. I keep getting the same run around. I've requested a supervisor, and no one can even give me a name nor connect me with a supervisor. We are under contract, and I get that but when I am abiding by my end they should as well. I am now 5 days with out a phone and this is UNACCEPTABLE. In the meantime, I get the new bill due this month. They have offered no resolution. I even stated they could just send me a new phone and Id send them this one. But they couldnt do that. Unbelievable.
Customer Answer
Date: 03/13/2024
On Friday, May 8th We drove all the way to Lancaster to the apple store after the advise of ****, (dish boost employee). We went in there and they ran a diagnostic on my phone that came back 100% and the issue was the carrier (Boost) We called Boost (***********) while there and **** from Apple ended up on the phone with him. He continued to say it was not the carrier. **** and ***** both were working on my phone and contacted ********** back again and he continued to say he could not send E sim over. Apple hung up and was really frustrated with the boost infinite team.
They did not give up and low and behold within 3 minutes the EsIM came through. Why did all of these folks lie and give me the run around for 5 days and also the Apple team? They could have fixed this on Monday when the problem began.
Today 3/13/2024 I spoke to ****** at Dish Boost Corporate and she offered a $10 onetime credit which is not acceptable for all the hours I had to spend to get this resolved (40+). We also had to travel to Lancaster and back on Friday night and at the least they could do is to credit my account one full month due to the lack of customer service and the gas to and from the Lancaster store.
No one should ever have to go through what I did last week with any business. Their focus is definitely not on customer service. They read a script and there is no empathy or anything. Lies and lies and lies.
Business Response
Date: 03/13/2024
March 13, 2024

Ms. ***** Quick
******************************************

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

Dear Ms. **************** March 8, 2024, we received your complaint, dated March 8, 2024, filed with the Better Business Bureau.

You said that you have been without service and you confirmed with Apple there is no issue with your phone itself.You indicated that you spent a lot of time troubleshooting, but still did not come to a resolution. You requested for both of your devices to be unlocked, to not be billed until the issue is resolved and to receive compensation.

When we spoke, you confirmed your device is now working. As a courtesy, I applied a one-time credit of $10.00 to your account.

I regret the way your issue was handled by our representatives. Thank you for bringing this issue to our attention, so that we may address it with the appropriate personnel.

Boost Infinite 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

Because your devices have not been active with Boost Infinite for 12 consecutive months, your request for them to be unlocked is denied. We require a phone to be active with Boost Infinite for 12 months because we offer devices at a highly discounted rate.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 03/19/2024

Complaint: 21405654

I am rejecting this response because the $10 credit does not provide me the amount for the time without my phone and the gas and wear and tear of my vehicle to travel to the Apple Store when it was not my phone but the provider. which I spent 40+ hours trying to take care of the problem. I also was very inconvenienced which caused me a great deal of anxiety stressed and frustrated. the $10 is nothing.

Sincerely,

***** Quick
Initial Complaint
Date:03/07/2024
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 paid boost 51 dollars in 2/16/2024 , I received a text 2/22/24 that my service was suspended, on 2/23/24 I paid another ***** ,today 3/7/2024 they suspended my service again saying I need to pay another 51 , because I disputed the first 51, why would I pay 51 dollars for 7 days of service , now they telling me I have to pay another 51 dollars to restore my service
Business Response
Date: 03/27/2024
March 17, 2024

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

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

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

On March 8, 2024, we received your complaint, dated March 7,2024, filed with the Better Business Bureau.

You stated that you were charged $51.00 on February 16, 2024,and then charged an additional $61.05 on February 23, 2024. You also noticed your service was suspended. You were informed that you would need to pay an additional $51.00 due to disputing the first charge with your financial institution. You have requested to be contacted.

When I called and left you a voicemail today, I informed you that your account is up to date and active. Your $51.00 chargeback was successfully processed on March 7, 2024.

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
Boost Mobile, L.L.C.

***************************************************************** / ******* Better Business Bureau
                ****************************************
                ******,** 80210

*****************************
Initial Complaint
Date:03/07/2024
Type:Delivery 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 bundle of cellular data service Order Number: 1239-680715-3338 ( a Sim card with one year unlimited service and a cellphone ******* Galaxy A15): Galaxy A15 5G $39.99 Sim card with 1 year service: $150 Taxex $2.46 Order Summary Galaxy A15 5G $39.99 Unlimited $150.00 Taxes $2.46 Total Amount $192.45 Accord to their return policy ****************************************************************** it requires both Sim card and cellphone are required to be returned. And also it requres Return Authorization Numbers and I called CS and got a Return Authorization Number: RA-1239-******-0787 I have shipped everything back to seller and it was delivered on 2/29/24 *********************************************************************************************************************** But the seller only refund me the amount of the phone $39.99), they did not refund me the amount of Sim card $ ******) I called the customer service, I was told I need the sim card to cancel the service, but I already returned everything to the seller. I followed the return policy and instruction, but the customer service said they can not do anything and asked me to contact the bank.
Business Response
Date: 03/18/2024
March 12, 2024

********************
******************************
*********, ** 97068

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

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

On March 8, 2024, we received your complaint, dated March 7,2024, filed with the Better Business Bureau.

You stated that you ordered a Galaxy A15 5G device and paid for a year of service upfront. You elected to return the device, but you only received a refund for it and not for the unused service. You requested a refund for the service you paid for but did not use.

Our records indicate the charges are being disputed with your financial institution. Therefore, we are unable to process a refund at this time. Once the dispute is resolved with your bank, we can revisit the matter.

Sincerely,

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

***************************************************************** /******* Better Business Bureau
                ********************************, #***
                ******,** 80210

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

Customer Answer
Date: 05/10/2024
I ordered a bundle of cellular data service ( a Sim card with one year unlimited service and a cellphone ******* Galaxy A15): Galaxy A15 5G $39.99 Sim card with 1 year service: $150 Taxex $2.46 Accord to their return policy ****************************************************************** it requires both Sim card and cellphone are required to be returned. And also it requres Return Authorization Numbers and I called CS for a Return Authorization Number: RA-1239-******-0787 I have shipped everything back to seller and it was delivered on 2/29/24 *********************************************************************************************************************************** But the seller only refund me the amount of the phone $39.99), they did not refund me the amount of Sim card $ ******) I called the customer service, I was told I need the sim card to cancel the service, but I already returned everything to the seller. I followed the return policy and instruction, but the customer service said they can not do anything
Desired Resolution: Refund
Customer Answer
Date: 05/15/2024
Hi, I received the result of my disputation from  financial institution last week and they denied my case. But I not satisfied with the result, so I still hope BBB can help me resolve my issue. thanks
Business Response
Date: 05/30/2024
May 28, 2024

********************
******************
************* 97068

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

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

On May 24, 2024, we received your rebuttal, dated May 24,2024, filed with the Better Business Bureau.

You stated that you are rejecting our response, as you received notification from your financial institution last week that they denied your case. You requested your refund.

As the dispute has been settled, a refund of $152.46 was issued. Please note, it has been sent to the PayPal account associated with the email address ***********************

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: 05/30/2024

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:03/07/2024
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.
No money was involved. I tried to apply for service with Boost Infinite. When I saw an advertisement for this company, I wanted to switch because you can get a free phone and pay $60/mo for the service. I was told that they do soft credit checks. That was a lie because I saw where a hard check as done, but the credit check did now specify whom, until I received a letter from Boost Infinite. They said I did not qualify because of my credit. I have good credit now. Said credit on letter stated 685, which is good. I believe they were going by my past of having bad credit and lack of bill paying at the time. I deem this very unacceptable. I have been paying bills and keeping a good credit score, though could be better, for the past two or three years. A lot of people have been complaining about this company and how they do credit checks. Most phone companies will accept bad credit but make you pay a higher activation fee plus pay for the phone to help those wanting to build their credit. Boost Infinite does not want to do that! They'd rather just reject someone because of their financial past if it wasn't good. There are people that want a second chance to have something good and build their credit, even if it means paying a higher activation fee than those with good or excellent credit. Something has to be done with how Boost Infinite runs credit checks. I was lied to about a soft check being done and should get their service with just a score of 685. This is unacceptable!
Business Response
Date: 03/11/2024
March 8, 2024

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

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

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

On March 8, 2024, we received your complaint, dated March 7, 2024, filed with the Better Business Bureau.

You stated that you attempted to sign up for services, but you were denied. You indicated that you have a past history of not making payments on time, but your credit score is good. You also mentioned that you should not be rejected for services due to your financial past. You requested that those with fair or good credit be approved for services.

Boost Infinite is a postpaid wireless carrier, which means you pay for your wireless service after a specific billing cycle.Postpaid services also require a credit check.

The National Consumer Telecom &Utilities Exchange (NCTUE) is a consumer reporting agency that comprises telecommunications, pay TV, and utility data like traditional financial bureaus comprise credit data (mortgages, auto loans, student loans, etc.). DISH Wireless uses NCTUE as a fourth qualifier alongside Equifax, Experian, and TransUnion, because it provides the best predictor of risk for our business model.

If you are unable to qualify for Boost Infinite, you may consider Boost Mobile, as it is a prepaid service, which does not require a soft credit check.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *********************;
Initial Complaint
Date:03/07/2024
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.
Boost has removed the option for me to access my text, data, and call log history. I called to get access to my records for court on Monday. I was told that it would take 40 days to get my history. The rep in the store did not have access to this information. The store contacted customer service, and after telling them it was for court they eventually provided me a number for emergencies. I was contacted today and notified that because it is not a subpoena I was informed my personal information could not be provided to me. As a consumer, it is my right to access my records. Especially, since one would not know when records would be required when you are served and have to be in court the same week. I was unaware I no longer had access to MY records until yesterday. I called the number listed here, it was customer service. I was told they did not have a corporate number. I was then told that they do not have a date when this information was removed from the account, a ticket was submitted. Boost is interfering with my legal rights as a consumer and my right by law to my information.
Business Response
Date: 03/18/2024
March 12, 2024

***********************
** 28601

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

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

On March 8, 2024, we received your complaint, dated March 7,2024, filed with the Better Business Bureau.

You stated that Boost Mobile removed the option to access your text, data and call log history. You said that you needed this information for a court date. You were told it would take forty days for a records request.You indicated that you submitted an emergency request. You were contacted regarding this and you were told that because no subpoena was received, your request could not be processed. You requested access to your records.

Ensuring the privacy of your account is a top priority for Boost Mobile. All record requests must be processed through our customer care center, and the customer must be verified in our system before we will proceed.A ************** request is processed within 15 business days. The records are then physically mailed, adding an additional seven to ten days. An emergency request requires that a law enforcement agency initiate it, and there must be an immediate law enforcement need (i.e., crime in progress) or a life-threatening situation.

If you would like to request your call records, please contact our customer care department at ****************.

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
                **************************************
                ******,** 80210

                *********************
Initial Complaint
Date:03/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have reached out to Boost mobile to resolve multiple issues from simple mistreatment to full legal violations. For example, I was qualified for the ACP program and had my internet provider linked to my benefit. At the time I was recovering from 5 collapsed discs. I was homebound and could not go to the store. Boost continiously lied to me saying I had to apply in store. They claimed that the Government program required this. However, upon calling the ACP directly they stated that was not true and I did have the right to apply by phone. Boost Continued to refuse to accept my medical condition a violation of the Americans with Disabilites Act which fully covers the government program. This was back in 2020. According to an independent report recently published, it appears boost may have still taken my information and collected payments from the government on my behalf without providing me this program. This would explain why I was not able to sign up with another provider.

More recently, Several months ago, I attempted to go into the store with an offer to add a line with bring your own device for $0.99. I couldnt get it to work online so i went to the store. The advertised plan for 2 lines was $40 per line for unlimted talk text and data with 40gb of hotspot. However, the agent signed me up for the same plan at $50 per line chargine me a total of $20 extra per month. I went in the next month to fix this was was told that he cannot fix it unless I pay the store directly (cannot use my reboost card) and come in before my plan expires(not get my moneys worth) I went in several months to the problem not being fixed. At one point he just put both lines on individual plans. I spoke with the franchise owner David (i believe this is a ficticious name) who promised we would fix this yesterday. I went in and spent over 4 hours at the store while they helped other people only to get told too bad change providers. The owner refused to speak with me. there is more to this.
Business Response
Date: 03/18/2024
March 18, 2024

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

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

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

On March 15, 2024, we received your rebuttal, dated March 14, 2024, filed with the Better Business Bureau.

You said that you rejected my previous response because you still contend that we have violated multiple regulations. You maintain that you have been mistreated because you were told you would have to visit a retail store for assistance with enrollment in the Affordable Connectivity Program (ACP). You requested a refund and for the service to work properly.

Our search of the National Lifeline Accountability Database (NLAD) finds that your ACP enrollment was canceled on July 22, 2022, when you transferred service to a different provider; therefore, as an existing customer, you would have had to visit a store for assistance in having your benefits transferred to us. Online ACP applications and enrollment are for new customers only, and Boost Mobile has no authority over the application, qualification and enrollment process.

As a courtesy, I applied a credit to your account for one month of service.

Sincerely,

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

cc:           Denver / Boulder Better Business Bureau
                3801 E. Florida Ave., #350
                Denver, CO 80210

                ****** ********
Customer Answer
Date: 03/23/2024
Complaint: ********

I am rejecting this response because:
I made contact with the corporate Resolution Department in March several days before Chris alleges we spoke (this was a callback from customer service and was not initiated because of the BBB complaint). No contact was ever made on March the 15th. I also believe that I was in contact with a different individual at that office (based on a recording I have). That individual stated he would be assigned to the case. During this discussion, we addressed the fact the my account was not on the plan that it should be. I believe I may have stated that the ACP was an issue during this discussion, but my main focus was getting on the correct plan I was promised months ago. I was told a ticket would be put in to fix my account and they would get back to me about the fact that boost has attempted to steal money from me by over charging me. I will admit that it may have been the franchise that was attempting to charge me extra, however I have reached out to boost a number of times to fix this only to be told I have to fix it in store. When i spent more than 24 hours in a store over the course of several months attempting to get this fixed, Yes I believe that you are bound to do something to make it right. Your agent at the store made it very clear he dont care about my account and I should just leave Boost mobile. Its a simple fix.
As Per the ACP, I did not transfer to another provider until after I attempted to sign up with boost. I dont appreciate being lied to about how you had a discussion with me. I no longer wish to work Chris and will continue with the agent I spoke with previously or Chris's superior. If we spoke on the 15th, please attach a recording of the call (In my voice) to this complaint. I am a BBB accredited owner with a history of recorded calls to the BBB. I trust the BBB can listen to both recordings to verify if I was the individual in the call. Otherwise I will not work with Chris and the BBB must treat this case as UNANSWERED or IGNORED as the response here is not of factual basis
As per the credit. I recieved a text messaged that a credit was applied to only 1 of my lines. However, after that my data went offline for a day. I again attempted to reach out to REGULAR CUSTOMER SERVICE (not chris or corporate) however I was told I have to contact Corporate directly since they were involved on my line. However at that time the phone number i had to the other agent went to a time zone in which the office was not open. I logged into my account online which showed me the line was no longer linked with the other line and the credit was no longer showing on the account. I saw a bill due on the 5th (my normal bill date). The plan was not adjusted correctly yet and I was told that I must pay $50. There was no option to make the payment with a credit.
I will be reaching out to my contact at Boost at this point to inform them of the fraud that Chris is committing in order to maintain Boost Mobile's reputation.

****** *********
Business Response
Date: 03/29/2024
March 29, 2024

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

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

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

On March 28, 2024, we received your second rebuttal, dated March 28, 2024, filed with the Better Business Bureau.

You said that you did not receive a credit for your other line and upon reviewing your account online, you learned that you have to pay $50.00 on April 5, 2024, for your next month’s service.

As stated in my voice message to you today, your second line is disconnected, as it was ported out to another carrier. In addition, a review of your active line shows that you have a credit balance of $50.00 and no amount is due on the cycle date; therefore, you do not have to make a payment on April 5, 2024.

Sincerely,

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

cc:           Denver / Boulder Better Business Bureau
                3801 E. Florida Ave., #350
                Denver, CO 80210

                ****** ********
Customer Answer
Date: 04/10/2024
The BBB has closed the complaint stating that the company made a good faith attempt to resolve the issue. However, That is a lie and clearly the BBB has not reviewed any information. The person who responded lied to the BBB i called that out. No documentation was given to prove that a communication took place between me and boost mobile. Furthermore, The person lied to BBB stating things like i was provided a credit and no payment is due. However, my phone is suspended because of non payment, no credit was provided, and Chris has lied to the BBB. Since the BBB has not fulfilled its duties and failed to be honorable I hearby also demand the BBB refund all money i have spent for accredidation since your accredidation is falsely advertised and a lie. If this case is no reopened and addressed properly by end of day today i will also be filing a lawsuit against the BBB as well as all persons involved with this case as allowed by Colorado Law. I await your response
Business Response
Date: 04/17/2024
April 17, 2024

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

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

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

On April 16, 2024, we received your third rebuttal, dated April 16, 2024, filed with the Better Business Bureau (BBB).

You rejected my previous response, stating that I lied to the BBB and there is no documentation to prove any communication took place. You also demanded a response to your claim that your account was suspended due to non-payment. In addition, you demand the BBB refund all monies you paid for accreditation.

All communication is documented by the written responses to the BBB, which are available to review on their website where you filed your complaint.

Your payment is due no later than the 8th of the month to prevent service interruption. Therefore, although you made a payment on March 9, 2024, the service was suspended until that payment posted to the account. On March 18, 2024, a $50.00 credit was posted to your account that covered the payment due on April 8, 2024.

You will need to address your concerns and demands associated with the BBB directly.

It is apparent that we are not a carrier that meets your expectations. Therefore, if you elect port your phone number out you will need your account number, ************, and port-out PIN, ******.

While we regret that you do not agree with the information provided, we consider the issue closed.

Sincerely,

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

cc:           Denver / Boulder Better Business Bureau
                3801 E. Florida Ave., #350
                Denver, CO 80210

****** ********
Initial Complaint
Date:03/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My problem with boost is that one in my area I have not gotten the greatest service when my mother died I still needed to work so I left my children with their 15 year old brother I literally live 10 mins away 12 tops on the highway away from my home and Im never able to text/call my kids thats problem for me I spoke with them they gave me one $15 dollar credit mind you I have been with them since 2008. I decided in Jan that Id take my acct off auto pay and because of it ton Feb my phone was shut off I had to go into my acct to pay. And at that time I double verified before and after submitting the payment that I was not enrolled in auto pay. I even refreshed went back in to my acct still not enrolled. I get a message from boost saying thanks for my auto enrollment payment that I did not authorize. When I asked if they had a log of previous transactions other than billing they first said yes I had access then said no then said they do then said no gave me a run around hung up 2x on me. Then when I go to view my payment it shows my Feb payment being recurring which means auto pay I wasnt on auto pay my intentions were to move to a different phone company. They told me they cant give me a refund.
Business Response
Date: 03/11/2024
March 7, 2024

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

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

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

On March 7, 2024, we received your complaint, dated March 7,2024, filed with the Better Business Bureau.

You stated you are experiencing issues with your service and you were given a $15.00 credit. You also expressed concern with an unauthorized AutoPay payment, as you said that you removed AutoPay in January 2024.Additionally, you expressed concern with your customer care experience. You requested a refund.

As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings,basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls while indoors. In addition,data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such.

Our records indicate that our customer care agents have attempted to go through troubleshooting steps with you; however, you have refused to cooperate and/or perform the requested steps. If you are experiencing issues with the services not working as expected, we recommend contacting customer care and going through the troubleshooting steps.

A review of your account reflects that AutoPay was removed in January 2024; however, when a payment was made through the app on February 7, 2024, AutoPay was re-enabled; therefore, your payment was automatically deducted on March 7, 2024.

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. Please note the agents were forced to release the call due to your behavior.

As our records reflect that during the current billing cycle of March 7, 2024, through April 7, 2024, there has been adequate usage across data, talk and text, we decline your refund request.

Sincerely,

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

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

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

Customer Answer
Date: 03/11/2024
I have been with boost for several years now and I have complained just as long as Ive been with them. Boost gave me a *********************************************************************************************************************************************************************** which when you go to reviews every complaint is about what I was calling in for. Yes I had a poor attitude and that was due to the fact I asked if your agent could see me removing auto pay they stated no they couldnt see it and that I couldnt view any of my previous changes. I also asked well if there is any discrepancies how do you reference for cases like this when a customer have billing issues the agent never replied to the question. Just repeated that i was currently on autopay that i never opted into furthmore every company should have a verbal disclosure agreeing so that they are not opted into not by choice. I stated that I took my auto pay of in Jan and when I made my payment in Feb I verified and double verified that my acct wasnt not opted into auto I had plans on switching companies in March. Yes i was rude. Youd be too if all you ever got was how sorry the agent is but dont do anything to help your loyal cst not to mention your company billing system was breached and i was never made aware of it. Also in regards to the trouble steps **** literally do the same trouble shooting steps and they never work i did them way to much not to mention i was suppose to receive a call back never did about service. And after doing them the problems still persist with no consideration. I have been hung up on several times by numerous of agents.
Initial Complaint
Date:03/06/2024
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 contacted Boost Mobile on 3/6/2024 to submit a request for a device unlock. I purchased the device from an on line marketplace and the **** is CLEAN. To my knowledge, the 1 year warranty ended on 7/4/2023. I do not have an account with ******************** so "*****" told me she can't do anything. I told her about the warranty end date, that I can give her the **** number, or the number of the sim card that was in the phone. When I gave her the BOOST mobile Sim card number she said No account exists. I asked if I could go to the local Boost Mobile store and she had no idea if I could or could not do that. Therefore, the call ended without me, the individual owner,. being able to submit an Unlock request. THIS IS ADVERSE TO ALL OF THE OTHER WIRELESS CARRIERS IN *******. 1. Why is Boost Mobile allowed to refuse to accept unlock requests? 2. Why is Boost Mobile allowed to not abide by the **** guidelines? (I should be able to submit a request as an individual owner)3. What is unique about Boost Mobile that they require an active account to even consider unlocking devices?4. Why does customer service have no clue about this process that should have been followed for over 5 years.5. Boost mobile, being the 4th wireless carrier the ***, is acting unethically and illegally with their Non-Unlocking Policy.4. Why are there still "Sprint" locked devices?5. Why hasnt Boost Mobile sent out signals to unlock these devices?6. Why isnt there an app (Like T-mobile or cricket, or At&T)7. Why cant the consumer select the Unlock request in the Connections section of the device?8. Website portal (Tracfone, At&T)This practice ***** consumers and businesses in HUGE way. There is extreme confusion for anyone that is Not Tech savy about this process. Locked devices and Boost's behavior reduces the value of devices by at least 20% if not more. I want to know how an individual owner of a device can submit a lock request.****: **************** (Status: CLEAN)Warranty end date: 7/4/2023 (This means the phone was activated on 7/4/2022)
Business Response
Date: 03/18/2024
March 8, 2024

*********************************
************************************************************
******, ** 08080

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

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

On March 7, 2024, we received your complaint, dated March 6,2024, filed with the Better Business Bureau.

You stated that you purchased a device online and you requested that it be unlocked. You contacted our customer care department, but they were not able to unlock it because we could not locate the device in our system. You asked why Boost Mobile was able to refuse your request.

We spoke by telephone on March 8, 2024. We were able to locate the device with the **** ***************** unlocked it and confirmed that the device received the unlock request.

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.

***************************************************************** /******* Better Business Bureau
                ********************************, #***
                ******,** 80210

                *********************
Initial Complaint
Date:03/06/2024
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 was travelling out of country and I purchased an iPhone 12 for over 200 dollars from boost mobile and they refused to unlock my device that I paid for.I understand the intent is to keep you using their service for at least a year, however requiring a minimum of 12 months is not legal. They are required by law to unlock your phone at your request as long as you are in good standing, have used their Service for a reasonable amount of time.
Business Response
Date: 03/11/2024
March 7, 2024

Yamaki Alpha
**************************************************************

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

Dear Yamaki Alpha:

On March 7, 2024, we received your complaint, dated March 6,2024, filed with the Better Business Bureau.

You said you purchased an iPhone 12 and requested for it to be unlocked, but we refused.

Boost Mobile will unlock a device under the following circumstances:

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

Your request for your device to be unlocked has been declined, as it has not been active with Boost Mobile for at least 12 months. We require customers to be active with Boost Mobile for 12 months because we sell devices at a highly discounted rate.

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.

***************************************************************** /******* Better Business Bureau
                ********************************, #***
                ******,** 80210

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

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