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

4,982 total complaints in the last 3 years.
1,509 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:01/30/2024
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.
Before Christmas 2023 I received a text message telling me I was eligible for a upgrade to my phone. I immediately went to the website to purchase my upgrade. I picked my phone and submitted my check out and received an error message. The next day I call the customer service support line and explained my issue. The customer service representative went into my account and asked me for my payment information and what device I wanted to upgrade to and my shipping address. She did verify the name on my credit card I was using was in my name. She attempted the transaction and also received the error message. She explained that she had to escalate to the *********************** a few days later they respond saying it must be a issue with my credit card and to try a different one. So I did what was asked. I tried a total of 9 different cards debit and credit still received the error. Sent them a email and they sent me one back saying I would have to go to a boost store to make the purchase. I went to 2 stores the phone was not in stock and they could not order the phone for me. I called over 13 stores and was told the same thing.no one can help me. I have spoke to several manager and no one can give me a solution to my issues. They just keep telling me to wait and a manager will call me back. But never received the call. I'm just trying to buy a new phone at my discounted price. But no one from upper management will help me. The new phone : Edge+ 2022. I keep hitting brick wall just to make this purchase from a company I have been loyal to for more then 2 years. Please help me get a resolution to this issue. Boost Mobile is owned by Dish network
Customer Answer
Date: 02/23/2024
A week ago I Rep **** Boost mobile contacted me went over all the info I had submitted in the original complaint. He did not offer me a solution to my problem but he did repeat it must be a problem with the payment methods I have tried to use. I would accept that if it was not for the problem that I can make my bill payments with these same bank cards on my Boost one account but not on my ********************** account. Then to add insult to injury I received another text message today with a different offer for a Moto stylist 5g 2023 128gb for $39.99 so me thinking maybe this mean they have fixed my problem so I went to the online website clicked on the phone my upgrade was offered for and he price is different I was offered $39.99 for my upgrade through text but in my account online the price is $59.99 a whole $20.00 more and the the superior in the customer service department told me he could not honor my offer and then he tried to lie and say I had to go to a Boost mobile store but it's up to the store to decide to honor boost mobile offer. So my problem has not been solved it has only gotten worst and we are going into 3 months with no resolution. This has been the poorest customer service I have ever experienced from any company I've trusted to do business with
Business Response
Date: 03/07/2024
February 29, 2024

Ms. *******************************
**************************************. 20A
*********, ** 89104

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

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

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

You stated that you attempted to place an order for a device through our website, but you received an error during the purchasing process.You were told to try a different payment card, but none of the other cards you had worked either. You requested assistance in ordering the device.

We spoke by telephone on February 16, 2024. I sent the issue to our back office teams to determine why the order was rejected. Their investigation revealed that all payment attempts shown in our system were attempted on the same payment card, and each time it was declined by our system as being potentially risky. If you would still like to purchase a device through our website, please use a different form of payment.

Sincerely,

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

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

                *********************
Initial Complaint
Date:01/30/2024
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.
I switched over to Boost mobile from Metro due to my bill constantly changing . I tried to switch over on December 20th, 2023 it is currently January 30th, 2024 and I have not been able to use my phone since I switched over . It has been on SOS mode due to boost mobile customer service messing up my phone . I will not be able to use my phone with any other service due to them messing it up . I paid $800 for this phone to not be able to use it . My phone was completely fine with metro up until Boost mobiles customer service started messing with it. Ive got nothing but the run around . Ive called Apple twice to make sure there is nothing wrong with my phone to make it not work and it is strictly on boost mobiles end. I have had people hang up on me , and not want to send me to a higher up NOR is there any contact info I can find to speak someone to escalate this situation . *** asked for them to provide me with a new phone since they messed mine up and they will not . They just keep working on it . Ive lost over $800 since I wont be able to use this phone anymore
Business Response
Date: 02/20/2024
February 15, 2024

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

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

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

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

You said since you switched to Boost Mobile, your device has been on SOS mode and no one has been able to fix it. You also expressed concern with not being able to use the device with another provider. You requested a new device and for someone to contact you.

In my email correspondence to you, I informed you that multiple eSIMs have been sent to the device without success, so you will need to work with Apple to find out why it is not accepting the eSIMs despite troubleshooting attempts.

You may still use your device with another provider, as deleting the network has no effect on whether or not the device will work with different carriers. Because your phone is still able to be used with another provider, a replacement will not be issued.

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.

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:01/30/2024
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.
12/10/2023 purchased Apple iPhone 8 Renewed.had a price of ****** plus tax but I paid *****. online at BOOST Mobile website I was in the process of setting up this phone but when I try to put information email and password it said iPhone locked to owner. It also said owner has set up Find my phone own their account and they are the only one that can open this phone. This phone was pre owned by someone else so can can't use this phone. I call boost on several occasions to be cut off are one agent never return to the phone. The other agent said to reach out to apple support done that. Apple denied request to unlock the phone because the need proof of purchase. Boost only sent me a email to print off which I did but apple would not accept this as proof of purchase. I have been in Boost mobile store they said they could not help me have to call customer service
Customer Answer
Date: 01/30/2024
The files shows a warranty for 90 days. sent by Boost mobile with this purchase a 90 day limited warranty my purchase date was December 10/2023. I have been reaching out to Boost mobile on many occasions by phone to their customer service.went in store on Jan ******* . But associate said I had to reach out to boost mobile online.
Business Response
Date: 02/20/2024
February 15, 2024

*******************
1102 *************.
********, ** 79107

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

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

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

You said that you paid $73.60 for an Apple iPhone 8 Renewed that was listed for $249.99; however, you cannot use it because it is locked and no one will unlock it, including Apple Support, without proof of purchase.

Our records show the phone was unlocked on February 15, 2024.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 02/23/2024
I received a call from Boost Mobile Corporation *************************** on February 21 2024. Still no solution because the phone is still in the locked position. I did call and emailed him back on February 23 2024 . At this moment the phone not usable. And no solution has been reached
Business Response
Date: 03/01/2024
February 29, 2024

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

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

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

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

You said that you rejected my response because the phone still shows as locked.

When we spoke on February 29, 2024, I advised you that our system shows it is unlocked and there is nothing more that we can do. You said that you went to Apple and they refuse to do anything without proof of purchase that includes the ***** You also asked for a refund. I informed you that due to the time that has passed since you purchased the phone, I cannot issue a refund. However, I will apply a credit for one month ($107.00) to your account. I also opened a ticket requesting the purchase information Apple needs to unlock the phone, but there is no guarantee we can obtain it. You said that you understood.

Sincerely,

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

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

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

Customer Answer
Date: 03/04/2024

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:01/30/2024
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.
I started a new Boost Infinite phone plan a back in November after seeing an ad for free iPhone for 3 years and get a new phone every year and havent been super happy with my service or customer experience. Calls dropping, lack of good data, and bad customer service and communication overall. *** tried to get things fixed and I just got the workaround or have been told to restart my device. Im trying to find information about how I can buy out of my contract and theres nothing available on the website, nothing on the app, nothing on ******* chat support wouldnt respond, and I my calls to customer service kept dropping. I dont think its fair to not have access to this information. Even if I am not hard set on canceling, I believe its my right, as a consumer, to be aware of what I may need to do to legally and in good faith leave a phone service contract. Even when I first ordered the device, I paid $90 and heard nothing for almost a month. It wasnt until I kept pestering about not hearing anything that they shipped my device and gave me some service credit.
Business Response
Date: 02/06/2024
February 6, ****

*******************************
23 ************.
***********, ** 18661

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

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

On January 30, ****, we received your complaint, dated January 30, ****, filed with the Better Business Bureau.

You said that in November 2023 you opened an account, but have had ongoing service issues and you were unable to get us to respond. You would like information on the financing contract and the current buyout amount for your device.

A review of your account indicates an order was created on October 11, 2023, for an iPhone 15 Plus, and a copy of the financing contract was emailed to you. Enclosed is another copy for your convenience. The device was on back order and shipped out on October 25, 2023,and eSIM activation was completed on October 30, 2023. Due to problems with activation and service, $240.00 in account credits have been issued to your account.

As of February 6, ****, the current balance on your device is $915.55.

We regret any inconvenience you may have experienced.

Sincerely,

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

Enclosure

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

                *****************************
Customer Answer
Date: 02/06/2024

Complaint: 21218820

I am rejecting this response because:
Hello,
Though I do appreciate you for taking the time to reach out and answer a few of my questions, that is the first time I was sent my contract. Attached I have shown all email correspondence with Boost Infinite when I made my order and the contract was never sent over. This is where my main issue comes in. When signing a phone contract, I expect for some level of transparency since this is a pretty large bill I have agreed to take on. My frustration into filing this claim is not being able to access this information without having to file a report with the BBB. This should be information easily accessible on my account webpage or the app. The app and website overall are never clear on data usage, information about my plan, or when my bill is even due. Even looking back for when I ordered the device, though I think the credit is a very nice gesture to make up for it, there was a major lack of communication (which also includes never being sent my contract.)
I do believe this service has the capability to be great, but the lack of communication, lack of accessibility to important information, and disregard to any customer service over chat are really holding this network back and leaves me frustrated as a consumer.
I hope that clears up some of my concerns and maybe even provides insight as to what can be done to improve the network.

Sincerely,

*******************************
Initial Complaint
Date:01/28/2024
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.
Order 8825-240490-5346 Tracking 1Z52A2590315342977 Phone lines *****************-752-9339 On 12/30/23 I tried to buy 2 phones as both my phone lines were due to be upgraded. I bought 1 phone at the upgrade price, but when I attempted to purchase the 2nd, the website showed a message that I had to wait apprx 24 hrs to upgrade the 2nd. I checked later in the day and the website showed that my 2nd line qualified for the upgrade. The website showed the upgrade price of $149.99 plus taxes for the phone, a moto Edge +. Through the entire transaction, the price showed $149.99. I checked my order history to make sure both orders went through and I saw I was charged $749.99 plus tax for the 2nd phone. I called the very next day 12/31/23 to cancel the order or have the price corrected. I was told my only option was to wait to receive the phone and then return it for a refund. I was told I could file a charge back with my credit card company, but then Boost Mobile would cancel my service. I spoke with a 2nd person who said she would send me an e-mail which I would receive apprx 24 hrs with instructions for returning the phone and I confirmed my e-mail address. I received the phone on 1/8/24 but I never received an e-mail. I called again on 1/15/24 requesting an e-mail so I could send the phone back, this time I was told it would be apprx ***** hrs, but I never received an e-mail. On 1/19/24 I called again and was told it was now too late to return the phone. I was never told how many days I had to return it, but since I called the very next day I don't feel that is acceptable. I was told he would submit an escalated request to send me the e-mail and now it would be apprx ***** hrs, I never received an e-mail. I was strung along waiting for an e-mail, which I never received, so I could return the phone. I called 3 times to receive an e-mail, with ever increasing wait times, until it was too late. I just want to be charged the price I was given when I purchased the phone.
Customer Answer
Date: 01/29/2024
I attached the wrong Proof of Delivery with my original complaint. Please see the correct one labeled Boost Mobile Tracking_UPS.
Business Response
Date: 02/13/2024
February 6, ****

*********************************
**************
**********, ** 95817

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

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

On January 29, ****, we received your complaint, dated January 28, ****, filed with the Better Business Bureau.

You stated that on December 30, 2023, you attempted to upgrade your devices. You said you were able to upgrade the first device at the discounted rate; however, when you went to upgrade the second, the price increased after checking out from $149.99 to $749.99 plus tax. You contacted customer care the next day, and you were informed you could return the phone for a refund and you would receive an email with instructions. You received the device on January 8, ****. You did not receive an email, so you contacted customer care on January 15 and 19, ****, and you were advised you are unable to return the device. You requested a refund.

Boost Mobile devices purchased through my.boostmobile.com may be returned within ten days of purchase, subject to the policies, terms and procedures listed in our return policy. Approved returns will receive a refund of the purchase price (excluding charges incurred for wireless service). Terms of our return policy are subject to change and apply only to Boost Mobile wireless products purchased from my.boostmobile.com.

Our records indicate that the device ordered on December 30,2023, was no longer eligible to be returned when you contacted customer care on January 15 and 19, ****. As an exception, a refund of $648.12 has been issued.

Sincerely,

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

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

                *********************;
Customer Answer
Date: 02/16/2024

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.

Sincerely,

*****************************
Initial Complaint
Date:01/27/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 23 2023 I signed a contract for services and a phone from Boost Infinite. I check the coverage map on their website and make sure that where I live and where I work or well within the coverage range. They also advertised their ******** smartest network and my city ********************* was one of the cities listed to be a part of that network I received my phone on December 29, 2023 activated it and January 3, ****. I called support because I had no service and an issue with my phone number not being recognized as a cellular number it was being recognized as a virtual number or a voiceover Internet protocol number , which meant that any of the financial apps that I use for their security protocol they use your phone number and send you security codes I cannot receive any of those codes cannot use any of my apps I have called Support I have two Support tickets that I have open since January 3 and Ive been told 3 to 5 days is how long it would take. Ive been told that since January 3 I still have the same issues. No one there can answer my questions no one there seems to know how to fix it so Im paying for the service that I cannot use in a phone that I cannot use unless Im connected to Wi-Fi . I was told to turn my phone off and turn it back on reset your network settings and will call you back in five minutes. Never receive a call back never received an email following up asking how its going if anything is changed nothing Every time I call support I have to tell them the whole story over because its like theyre hearing it for the first time I feel that none of my certain support tickets have been looked at even they sure havent been fixed and Im still having the same issues. I ported my number over to Boost Infinite from ******* where I had it for at least five years never had any problems as soon as I switch services to Boost Infinite , I can no longer use financial apps such as my banking app such as cash app.
Business Response
Date: 02/02/2024
February 1, ****

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

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

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

On January 29, ****, we received your complaint, dated January 27, ****, filed with the Better Business Bureau.

You said that you have experienced technical issues including the inability to use applications, your phone number being identified as a virtual, or voice over internet protocol, and your cellular coverage in general.

A review of your account determined that we need to switch your service to the AT&T network, which we are in the process of doing.Please allow up to seven days for this to be completed. Once this is done, we will contact you to make the necessary eSIM adjustments, and I will apply a credit to your account for two months of service.

We apologize for any inconvenience this has caused.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/27/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I pay for yearly service 303.00$ and have only had the service for a few months and due to my new work location i am having to switch carriers, I asked about a refund since i have only used three months of the yearly service and was told i would not be issued a refund
Business Response
Date: 03/01/2024
February 26, 2024

***************************
*********************************
******, ** 48529

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

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

On February 9, 2024, we received your complaint, dated January 27, 2024, filed with the Better Business Bureau.

You said you paid $303.00 for a year of service, but you had to move due to work and we do not have coverage in your new area, so you had to cancel. You requested a refund.

When we spoke on February 23, 2024, I informed you that the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited. Nevertheless, I issued a $201.28 refund as an exception. Please allow up to two weeks for processing.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 03/01/2024

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:01/27/2024
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 insurance on my phone. Phone broke. I went to boost store and they tried to charge me $400 for another phone. I called boost customer service and they said they mailed new phone phone phone insurance. Now I call and they say they can't help me. What did I pay for insurance for. I want my new phone mailed to me.
Business Response
Date: 02/21/2024
February 19, 2024

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

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

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

On January 29, 2024, we received your complaint, dated January 27, 2024, filed with the Better Business Bureau.

You said your device broke and you have insurance on it. However,when you visited a Boost Mobile store they wanted to charge you over $400.00.You indicated that you also contacted customer care directly and they would not help either.

When we spoke on February 19, 2024, I informed you that a review of your account indicates you were on a $50.00 *************** Talk & Text plan, but you did not have device insurance, so our agents were correct in advising you that nothing can be done. You said you paid for the insurance and then disconnected our call.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/27/2024
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 with this carrier for 11 months. I brought one phone over with me when I switched to Boost Mobile and then I purchased a new phone through them. Account #**********. I switched to a new carrier on January 2024. So I called Boost Mobile to get the account number and pin for both phones (required by new carrier to make switch). Boost Mobile gave me this information to pass on to the new carrier. The new carrier was able to successfully transfer my first phone but not my second phone. When I called Boost Mobile about the difficulty of transferring my second phone, they informed me that they locked the phone because their policy is that I have to be with them for 12 months before the phone I purchased through them can be unlocked. ******* said that all I needed to do was wait 30 days, and then the phone would be unlocked. I was told this by two different Boost Mobile reps.So 30 days later, January 27, 2024, I called Boost to confirm that they unlocked the phone. This time, I talked to a third Boost Mobile rep. ** tells me a completely different story from the previous two Boost Mobile reps. ** tells me the previous Boost Mobile reps gave me the wrong information. The phone would have to stay locked until August 2024! I asked for a written copy of their policy that states this, because I was not made aware of this at the time of purchasing the phone, neither was I required to sign any document that stated that this was their policy. ** said they do not have a written policy on this subject. I requested to speak to a supervisor because at the time I purchased the phone from Boost Mobile, the in-store rep told me that as long as the account stayed active three months the phone is mine and in addition to that I paid an activation fee of more than $150 dollars. ** says, "You cannot speak to a supervisor, and I doubt the store rep told you that." (Boost Mobile records their phone calls so this can easily be verified.) I would like Boost Mobile to unlock my phone.
Business Response
Date: 02/22/2024
February 20, 2024

*******************************
*******************************************
**********, ** 63033

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

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

On January 29, 2024, we received your complaint, dated January 27, 2024, filed with the Better Business Bureau.

You stated that you purchased a phone from us. When you switched to another carrier, you requested it be unlocked; but, your request was refused. You asked that your phone be unlocked.

When I called and left you a voicemail today, I informed you that I sent the unlock command to the phone in question. I also explained the process to make sure it is completed successfully.

Please note, unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

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

Sincerely,

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

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

*****************************
Initial Complaint
Date:01/27/2024
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 Saturday January 13th, **** I made a payment of ****** to Boost mobile. The payment was to cover the monthly bill. On the same day I requested a refund, because my husband had also paid the bill. I was advised that I would receive a refund within 3 buisness days. As of today, January 27th, **** I have not received a refund. I have contacted Boost Mobolie several times in an attempt to resolve this matter. Boost Mobile claim they refunded the ****** on January 15th. However my payment history does not reflect a refund was issued. I have requested a receipt of the refund and my request was denied. They insist they have refunded my money and refuse to assist me further by giving me a receipt of the refund for me to show my bank that a refund was sent.
Business Response
Date: 02/13/2024
February 3, ****

Mrs. *************************
****************************************************************************

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

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

On January 29, ****, we received your complaint, dated January 27, ****, filed with the Better Business Bureau.

You stated that both you and your husband made the same payments for your monthly service. You mentioned that when you requested a refund, you were told it would be taken care of within three business days. You were then informed a refund of $159.00 was processed on January 15, ****, but your billing history does not reflect this. You requested your refund and a receipt showing its issuance.

Our records indicate that the refund was issued to the card ending in **** on January 15, ****. Please note that you may view this billing item by logging into your online account and selecting View Payment History.

Sincerely,

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

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

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

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