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

5,035 total complaints in the last 3 years.
1,493 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:01/19/2024
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.
Purchased a plan and phone on Feb 18th, 2023 for ****** Unable to activate their phone due to a major system issue they had for multiple weeks.I use chat to activate late summer and they state it cannot work. I accept the loss and move on at this point I started receiving emails that if I dont activate the phone they will charge me an additional ****** . They inform me I can go to a store to activate First time, store agent wasnt sure what to do and called his help line, she was unhelpful in trying to provide any solution and hung up on him/me after just telling him to just put me on a new plan I requested a new sim and went home and called. The next person was very helpful, but the sim wouldnt activate, so I had to drive back I return to store , get a new card, and call back from the store. Agent system cant activate the new card either and store doesnt want to give me a 3rd card Its been impossible to activate this since purchasing, I tried 20+ *********************** last year, tried chat, tried store, called in
Business Response
Date: 02/08/2024
January 30, 2024

*****************************
*********************************
**********, ** 75007

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

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

On January 19, 2024, we received your complaint, dated January 19, 2024, filed with the Better Business Bureau.

You said you have unsuccessfully attempted to activate the service since February 18, 2023. Therefore, you request a refund for the initial $101.44 you paid to open the account.

As stated to you in my voice message on January 30, 2024, since the filing of this complaint we received another payment, for $91.13. Due to the amount of time that has passed since you originally opened the account, we will need to verify the failed activation attempts and once completed, a refund will be issued for both payments.

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

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

Customer Answer
Date: 02/08/2024
*** been unable to reach the coordinator on the message after two attempts, and not seen a callback attempt on their part.They attempted to charge me again on Feb 2nd in the amount of $149.50, which I had asked to remove in the original complaint and wasnt handled. At this point the account is likely in bad standing with boost and will affect credit.
Customer Answer
Date: 02/09/2024

Complaint: 21169910

I am rejecting this response because:
have tried 6 calls to ******************* and 3 voicemails with no callback and the direct number never picks up.
boost charged me $149.50 on Feb 2 despite the voicemail and note above it would be handled. Account is now in bad standing.

Sincerely,

*************************
Customer Answer
Date: 02/25/2024
******************* called me and worked through all issues, in addition to confirming that the concerned charges have been removed . He also went above and beyond to confirm the cell phone was unlocked. Im very happy with the additional support and would like to mark the case resolved. Thanks.
Business Response
Date: 02/26/2024
February 23, 2024

*****************************
2311 *****************.
**********, ** 75007

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

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

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

You said that you rejected my response because I have not returned your calls and you have not received the refund.

When we spoke, I informed you that I did not have a record of previous calls and I was not intentionally avoiding you. I also informed you that after a review of our records concerning this matter, it was determined the refund was suspended because the status of the phone is still unknown. You said that you made multiple attempts to return it, but you were told you could not; therefore, it remains in your possession. After you confirmed that the phone is unlocked, you agreed to keep it in lieu of the refund. However, you were also concerned there is still an outstanding balance that would be placed into collections. I assured you that your account balance is at $0.00 and nothing will be placed into collections.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/19/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a phone on 10/8/23 and paid for the phone online with the phone carrier. It had an address for shipment page and I entered the address I wanted it shipped to screen shot is available as proof. Boost Mobile sent it to incorrect address where hence it was stolen(part time residence for me). I have contacted Boost about this and they have denied claim multiple times. Now I am without phone I have paid for. I have told them multiple times about the incorrect address used by Boost and they said there is not a ***** that is able to handle this complaint. Representative said phones are sent to address on account automatically even though the order absolutely requested a different address was desired. The phone was a gift to someone at that address supplied. Boost order page does request for the shipping address desired. If it doesn't or won't be shipped there, why is it asked for? All documentation can be provided as well as complaint history of this matter.
Business Response
Date: 02/08/2024
January 23, 2024

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

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

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

On January 19, 2024, we received your complaint, dated January 19, 2024, filed with the Better Business Bureau.

You stated that you ordered a phone on October 8, 2023, but it was delivered to the wrong address and stolen. You indicated your refund request is being denied, and you requested a replacement.

On October 2, 2023, your order, #****-314234-2140, was shipped to the address you provided during the ordering process: ******************************************************. *** shows it was delivered on October 6, 2023, via tracking 1Z52A2590313582588.

We respectfully decline your request for a refund or replacement device, as our records indicate the package was delivered to the address you gave us. Please note that your device being stolen after delivery does not fall under Boost Mobiles responsibility.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 02/09/2024
This is the address I supplied to my order form from Boost and this is not the address it was sent to. That is the address requested for shipment as requested from Boost on their order form. It is obviously not the Tn. address. I am temporarily in ** temporarily providing health care for parent is why a different address is applied to order form. If this is sent as a gift to someone I don't see how anybody would or should know to change that ahead of time wait for delivery and change back again. That was suggested by customer service at one time.
Customer Answer
Date: 02/16/2024
Not sure if picture is coming thru. Confirmation please.WT.
Business Response
Date: 02/28/2024
February 28, 2024

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

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

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

On February 26, 2024, we received your rebuttal, dated February 23, 2024, filed with the Better Business Bureau.

You stated that you are rejecting our response, as the address you indicated that you provided during the ordering process was not the address where the package was shipped.

Our records remain the same: on October 2, 2023, your order,number 9863-314234-2140, was shipped to the address you provided during the ordering process. *** shows it was delivered on October 6, 2023, via tracking number 1Z52A2590313582588.

We respectfully decline your request for a refund or replacement device, as our records indicate the package was delivered to the address you gave us. We regret that you do not agree.

Sincerely,

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

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

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

Customer Answer
Date: 03/13/2024
I have forwarded the screenshot of my order for Boost Mobile product with the address I provided for desired shipment. Boost Mobile informed me that is not the correct address and sent it elsewhere. That is screenshot of address I wanted used and provided on their order form. Thank you
Initial Complaint
Date:01/18/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up last month, Dec 16th for the free iPhone 15/$60 a month deal. Had a variety of issues with service. On the 6th, within 20 days of the 30 day guarantee, I made the call to stop service. I was told to wait for the return email. That email took 4 days on the 10th for them to send. I went to return this on the 12th as it instructed but I realized the email refers to "original packing slip" which I assumed meant the *** one but I wanted to be sure.I got a hold of that level of support via chat. By then it was the weekend and then Monday also a mail holiday.Yesterday I got in touch with chat support (everything documented), to verify if there is anything else I need. They told me I needed a return label. They said they were generating one for me and it would take 24 to 48 hours.Today I get an email saying my order is not eligible for return because it's now outside the 30 day window. Despite them taking 4 days to get me the return email. Despite being told I needed a return label that support told me I needed and they would re-send.The person today on the phone said that they changed their return procedures a day or two before I initiated my return and that they no longer require a return label so that employee must have not known that.But due to "company policy" they could no longer accept this return.And Boost can do nothing about it, says them. The department I spoke with said there was not any higher department and everything was out of their hands.The errors were theirs, entirely. It appears that even if I had sent it back last week on that first day it probably still would have reached them outside of their window. I asked about this SO many times before cancelling and I can prove that I did.I should NOT owe $1000 on a phone I have done all my part based on their information to return to them, not to mention their delays. Boost Infinite: Please take your phone back and do not charge me for your errors.
Business Response
Date: 01/25/2024
January 24, ****

***************************
**************************************
*************, ** 73159

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

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

On January 19, ****, we received your complaint, dated January 18, ****, filed with the Better Business Bureau.

You said that on December 16, 2023, you signed up for the free iPhone 15 with a $60.00 per month plan. On January 6,****, you requested cancellation, and to return the phone for a full refund under the 30-day money-back guarantee. While you were awaiting a return label,you received an email saying your order was ineligible for return, as it was outside of the return window.

When we spoke on January 23, ****, you confirmed you were able to contact the agent who assisted you with your account activation, and your return was initiated. I provided you with my contact information, and said to please contact me if there were any further issues with your return and refund.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/18/2024
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 am an 82 yr.old senior on social security,along with a group that use assurance wireless free govt.paid service.I have been with them since 2012.The phones are not good,but we appreciate having a phone in case of an emergency.My phone went bad and i contacted them as i have in tha past over the yrs. to get a replacement,and was told it would cost me 29:95.I told them that this was not right as the govt. pays them for this service,and asked for a supervisor.He said i would be contacted by them by mail to correct the problem and get a free replacement phone,which never happened after six weeks. I texted them on 12/3/ 23 and 1/16/24,and recieved no answer,I wrote to theie corperate office a month and recieved no answer.This really is not right and i dont know wheare else to turn for help.I hope you are able to assist me and thank you so much for your help.Take care of yourselfs and you your precious families.Respectfully,*********************** **************************************************** ************ home ************ cell
Business Response
Date: 02/15/2024
February 7, ****

***************************
********************, ** 14865

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

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

On January 25, ****, we received your complaint, dated January 18, ****, filed with the Better Business Bureau.

You stated that you have service through Assurance Wireless and need to replace your device, but you were charged for a new one. You requested assistance.

Boost Mobile does not manage the Assurance Wireless program.Since the Merger of T-Mobile and Sprint Wireless began in 2020, the Assurance Wireless program has been managed by T-Mobile. Please contact T-Mobile and Assurance Wireless for assistance with this issue.

Sincerely,

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

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

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

Customer Answer
Date: 02/15/2024
I have not heard anything from boost mobile, or t-mobile, or anyone else regarding my complaint. To set matters straight, I was not charged for the replacement phone which I did not receive yet. I was told there would be a charge which is now ****. And as I said this is just not right to a senior on Social Security since the government is paying for this service. Take care of yourselves and your precious families. I certainly hope you're able to help us along this line, it's just terrible to be a senior and have no one to look out for you.
Customer Answer
Date: 02/29/2024
Thank you so much for your help,we really appreciate it as seniors with little to no knowledge og how to help ourselves.iI have been a loyal customer of assurance wireless since ****** am also with a senior group of about ***** people who use the free service provided by the govt.While we appreciate the service,the phones do not work very well,nor do they last very long.My phone has been giving me trouble with overheating and dropping calls,and poor rercption ect:.I called assurance wireless and was told that it would cost me 29(:95 for a replacement phone,which has now gone up to 59:95.This just is not right! We are seniors on social security and cant afford extra expenses.I have gotten replacement phones in the past and have never been told i had to pay for it.The service is funded by congress just for us seniors.The phone is free and so is the monthly service.Now we are told thart we must pay for it.It makes no sense at all,niether is it reasonable nor legal i believe.No phone lastsd forever,so if congress is paying for a phone and service for us seniors,why would we have to pay when the phone stops working,which will happen to all phones.I have health issues and need a phone for emergencies.PLease help us.Take care of yourselves and your. precious families
Initial Complaint
Date:01/18/2024
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.
Boost Infinite sent me an email on December 13, ************************************************************************************************* **************, ********, which is not my address. They listed my credit card to be billed monthly for the charges on the email. At that point, my credit card had not been charged so I had not received an alert from my credit card company. I notified Boost Infinite that I did not order the phones and requested that they halt the shipment. They did not and the four iPhones were shipped to a vacant house in **************, ** on December 13th. The phones were delivered and signed for by someone (not me) on December 15th. I contacted the ******** ************ and submitted an Identity Theft Affidavit to Boost Infinite on December 14, 2023. I was told that someone from Boost Infinite would get back to me regarding the fraudulent purchase of the phones. I have taken all necessary steps to protect myself; however, Boost Infinite continues to bill my credit card with recurring charges for the phones. I have cancelled and replaced my credit card three times, yet somehow, they are able to charge the new credit card for the charges. ******** has repeatedly told me they will block recurring charges on the new cards (but will not just all block charges from Boost Infinite as I requested) but this had not happened. I have repeatedly called Boost Infinite and they have acknowledged that I have reported the fraud and they have confirmed that they have reported the phones as stolen, but they continue to bill my credit card for the recurring charges. Every time I call Boost Infinite, I am told they will escalate my fraud claim and that someone will call me back because Tier II fraud people cant be reached by phone they have to call back. It has been over a month and no one ever calls me back. I now have to cancel my credit card altogether and go to a different financial institution to get a credit card to make them stop billing my credit card. I am afraid that they are going to ruin my credit. In other words, Boost Infinite has confirmed that I did not order and did not receive the phones, that they have marked the phones as "stolen," but yet they continue to bill me for them. So far, my credit card has been billed $355.12 and they just emailed me that they are billing it again on January 29th. They refuse to call me back. Is there anything I can do?
Business Response
Date: 01/26/2024
January 26, ****

*****************************
35454 **********.
**************, ** 19971

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

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

On January 18, ****, we received your complaint, dated January 18, ****, filed with the Better Business Bureau.

You expressed concern that an individual used your personal information to qualify for Boost Infinite cell phone service. Your credit card was also used to purchase four iPhones. You requested a refund for this order.

With the filing of your complaint, we received your ID Theft affidavit, government-issued ID and proof of residency. Boost Infinite takes fraud and identity theft issues very seriously, and is committed to protecting consumers against all forms of identity theft. The appropriate personnel will review these items and research your claim, and you will be notified once this is completed.

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

Sincerely,

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

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

                *****************************
Customer Answer
Date: 01/26/2024

Complaint: 21162972

I am rejecting this response because: Boost has been promising to investigate this fraud claim for six weeks. They have admitted that they are aware I did not order or receive the phones, that the order was fraudulent, yet they continue to bill me and charge my credit card. I am afraid they are going to negatively affect my credit.

Sincerely,

***************************
Customer Answer
Date: 01/29/2024
For over six weeks, Boost Infinite has refused to return my many, many calls regarding the identity theft and fraudulent purchase of iPhones from them on December 13th. Instead, Boost has emailed and texted me almost on a daily basis and has emailed bills to me repeatedly and has, in fact, billed my credit card for the fraudulent charges on two occasions (charges which I have disputed). Somehow, they were able to keep charging my card despite the fact that I have canceled my credit card and gotten new credit cards three times. Yesterday, they attempted to charge my credit card again in spite of the fact that their personnel have confirmed when I have called them that they have marked the file as fraud investigation, and they know the phones were stolen. I have attached the latest email from them. They also texted me. They were unable to charge my card because Citibank FINALLY did not allow the charges to go through. Boost refuses to investigate the fraud claim until they call me back and speak to me (which is what they tell me it will take to close this matter) but they NEVER call me back. So, basically, Boost lied to the BBB when they said they take fraud seriously. I can assure you that they don't. I have tried twice today to call the corporate office and have left voicemails, but of course, no return call. This is clearly a scam either initiated or perpetrated by Boost Infinite. And they seem to be getting away with it. I expect they will now turn me over to collection and attempt to ruin my credit. It is beyond frustrating. Boost Infinite is awful.
Business Response
Date: 02/12/2024
February 12, ****

********************************
35454 **********.
**************, ** 19971

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

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

On February 9, ****, we received your rebuttal, dated February 8, ****, filed with the Better Business Bureau.

You stated your prior fraud case has not been resolved and Boost Infinite continues to charge your credit card account. You requested for all charges to cease and for all of the payments to be refunded.

Our records indicate that your fraud case was reviewed and closed in your favor on January 23, ****. All funds have been returned to you via your financial institutions dispute process. A total adjustment of $355.52 has been applied to the account in question, reducing the balance to zero. Further, your credit card information has been removed.

Today we spoke by phone and I confirmed that all funds have been returned and your information will not be sent to collections.

Sincerely,

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

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

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

Customer Answer
Date: 02/13/2024

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:01/17/2024
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.
This company owns me 3 months of service that I already paid for.I purchased a Boost Mobile *** Card that includes 3 months of their 5GB plan from BestBuy.com. I do NOT live near a Best Buy and I do NOT have a car. I purchased the *** card including 3 months of service from bestbuy.com. I have already reached out to BestBuy.com multiple times for help with them but each time I am told this is solely a Boost Mobile issue and only Boost Mobile is responsible. Best Buy says the *** card is valid and cannot be returned or replaced. I've been told it is Boost Mobile's responsibility to fix the problem for **** made FIVE attempts to activate the *** card with Boost Mobile wasting countless hours. The most recent attempt we used the email address ******************** to activate it. Each time Boost Mobile's end is giving an error message.At the same time, Boost Mobile, is not offering me any solution to make things right now. Basically, I am owed a new working line with 3 months of service of their 5GB plan. That's what I paid for. Just because there is an issue on Boost Mobile's side, it is their responsibility to find a solution for it and provide a working *** card including 3 months of service that I have already paid for.I have checked and double checked that the *** card I received from BestBuy.com is NOT expired. It is NOT expired. See attachments. I am a new customer and never had ******************** in the past so I absolutely qualify for the offer that I already paid for.At this point, I've been so inconvenienced by this with so much time wasted that I should be provided more than 3 months worth of service. I also did not have working cell phone service as expected during an emergency weather event which also put my life at risk recently. Boost Mobile support supervisor promised to email me a solution for this but they never did but I need this made right.
Business Response
Date: 02/08/2024
January 24, ****

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

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

Dear Mr. **************** January 18, ****, we received your complaint, dated January 17, ****, filed with the Better Business Bureau.

You stated that you are owed three months of service, as you have attempted unsuccessfully to activate the *** card you purchased from Best Buy on several occasions. You also indicated you are unable to return the item to the store. In addition, you requested additional compensation for the time you have spent on the phone with customer care. Furthermore, you requested a working *** card.

Our records indicate that the lines continued to fail activation due to issues with the *** card itself. As the receipt included with your complaint shows you paid a total of $14.99 for the *** card kit, a refund check for this amount has been sent to the address we have on file.

If you wish to obtain services with Boost Mobile, you would need to go online and create a new account. If you continue to run into difficulties, you can also visit your local retail store for assistance.

We decline your request for any additional billing adjustments.

Sincerely,

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

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

                *********************
Initial Complaint
Date:01/17/2024
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.
So I filed a complaint about a month ago about boost mobile disconnecting my *** program so when I called, you guys said you guys can do nothing on your end and *** said that its only youre end that can do something so I received a call back from a girl named ****** on phone number ************** and when I called back, there was no answer. Ive tried calling multiple multiple times throughout the month now my bill hit again, and it is regular price again with no *** program connected and I would not have switched over to boost mobile if this was the case that you are the only company that has an issue applying the *** and when I asked to get my phone unlocked because it does not work for when I travel you guys denied me so Im going to be making a complaint nonstop until this issue is resolved I either need my *** applied to my phone service with my $30 discount or I need my phone unlocked.
Business Response
Date: 02/08/2024
January 25, ****

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

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

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

On January 18, ****, we received your complaint, dated January 17, ****, filed with the Better Business Bureau.

You said you need assistance with re-enrolling in the Affordable Connectivity Program (ACP), as Boost Mobile removed your benefits. You also requested your device be unlocked.

When we spoke, I informed you that our records show you transferred your benefits to another provider. I also advised you to visit a local participating Boost Mobile store for assistance with ACP re-enrollment. Please use Find A Store on our website to locate one in your area. We recommend that you call the store beforehand to confirm they are participating in the ****

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

Because your device has not been active with us for at least 12 months, your request is denied.

Sincerely,

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

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

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

Customer Answer
Date: 05/20/2024
Hello this is my 3rd complaint I am making a complaint once again because my bill hit Im a little bit late on this one. It was about a week ago Last time I received a call back from boost the womens name was ****** again and it seem to be no help again so when I first came to the company before I even switched from my other company, they told me that I will for sure be able to transfer my ACP program there to get the discount this is about the fifth or sixth month now and my discount is still not there so when I talk to the girl ****** last time, she said I need to go into one of the stores and have them apply it for me. Well Ive went to 2 different stores, and they told me the same thing that they say over the phone that they cannot do nothing to apply this program and I would have never transferred to boost mobile if I was not able to transfer the acp program I am now paying more than I was at my last company and at the same time I also bought a brand new phone from boost mobile when I activated this account for $312 and now I feel like Im just stuck and cant do anything in my power to solve the problem On top of that now I drive for DoorDash as a living, and the service in certain areas does not work, so when the service is not work for my DoorDash and order comes in, I cannot accept them. This happened to about four or five different orders and it affected my completion ratings and when my completion ratings go down, I dont have the option to dash whenever I want so that means I have to schedule a dash which there were no dashes in my area in ******** so I had to drive all the way to ************ which is about 75 miles away where the schedule was open for and work out there for 4 days all because boost mobile So now I have $640.97 into this company and I am not satisfied at all. I would like for my I phone 12 to be unlocked IMEI *************** Ser# HT2KHPL80DXF This is very frustrating. Ive been dealing with this for the last six months now.
Desired Resolution: Finish the job; Phone unlocked
Business Response
Date: 05/28/2024
May 24, 2024

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

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

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

On May 23, 2024, we received your rebuttal, dated May 23,2024, filed with the Better Business Bureau.

You said you are still not receiving your Affordable Connectivity Program (***) benefits and that the retail stores were unable to apply them to your account. You also requested to unlock your device, as you paid $312.00 for it and the service does not work well in your area.

When we spoke in January 2024, I informed you that you must call the store ahead of time to ensure it participates in the *** and to confirm someone is available to assist you with enrollment. Please note, the *** stopped accepting new applications and enrollments on February 8, 2024, and the last fully funded month of the program was April 2024. For more information, please visit ***********************.

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

Because your device has not been active with Boost Mobile for at least 12 months, we cannot unlock it. We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it. You paid the discounted price of the devicenot the full MSRP for it.

I confirmed the service in your area is good and there are no outages or tower issues.

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:01/17/2024
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.
We have contacted Boost Mobile several times since November 2023 requesting to disconnect this line phone number # ********** and every time we call they advise line will be disconnect the following bill period. We have two other lines and I've been forced to pay the additional $ ***** for this line because my other 2 lines got disconnected and I needed phone service. I wish to disconnect my other 2 lines and change to another phone company providers but I haven't got my refund back of $ ***** made from the additional line pending disconnection. Thanks
Business Response
Date: 02/08/2024
January 29, ****

***************************************
35W330 *****************.
*****, ** 60184

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

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

On January 18, ****, we received your complaint, dated January 17, ****, filed with the Better Business Bureau.

You stated that you attempted to cancel the line on your account with phone number ************** beginning in November 2023, but it is still active. You requested to receive a refund of $40.64.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; nonetheless, I made an exception and authorized the refund of $40.64. Please allow seven to ten business days for processing.

Sincerely,

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

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

                *********************
Customer Answer
Date: 02/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************************
Initial Complaint
Date:01/17/2024
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 purchased three phones from Boost Mobile and spent over $600 I was told when I purchased these phones that they would be unlocked after 6 months and I could transfer to a different carrier if I preferred. Because I transferred all three phones in from my current carrier which is metropcs. It has been 6 months as of January 11th today is January 13th and I tried to transfer one of the phones to my current carrier which is MetroPCS and now they are telling me that take some 12 months to unlock this company is a joke and they are full of liars and scammers I want a full refund of what I paid since I've had these phones and I want my son's phone unlocked that phone number is ************
Business Response
Date: 02/12/2024
February 7, ****

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

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

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

On January 19, ****, we received your complaint, dated January 17, ****, filed with the Better Business Bureau.

You stated that you have experienced difficulties unlocking a Boost Mobile device that you purchased six months ago. You requested a refund for the device and that it be unlocked.

Boost Mobile requires devices to remain active for 12 months prior to being eligible for unlocking. In the interest of customer service, I have unlocked the phone (IMEI ***************). Please allow 24 hours for the unlock to complete.

Please note that 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).

Sincerely,

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

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

                *****************************
Customer Answer
Date: 02/12/2024

Complaint: 21142551

I am rejecting this response because: I was TOLD by sales rep would be unlocked in 6 months. THIS COMPANY IS A JOKE

Sincerely,

*************************** ****
Customer Answer
Date: 02/21/2024
They DID NOTHING AT ALL to resolve there bad business practices LIES! VERY DISAPPOINTING that the BBB let's this company still be in business.
Initial Complaint
Date:01/17/2024
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.
Boost mobile took out an automatic payment of $25.15 for my daughter's phone bill on January 16th at 2:59PM. However after her payment was automatically paid, Boost Mobile took out 3 extra seperate payments totalling to $75.45. I called their customer support TWICE because I was hung up on the first time when I told them I wanted my money transferred back into my account immediately. So I called them back again only to be told that they could do nothing about it. They stole my $75.45 and refuse to refund me.
Business Response
Date: 02/08/2024
January 31, ****

***************************
2304 ************.
*********, ** 43619

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

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

On January 18, ****, we received your complaint, dated January 17, ****, filed with the Better Business Bureau.

You stated that Boost Mobile took an automatic payment of $25.15 for your daughters phone bill on January 16, ****. Afterward, we took out three separate extra payments of $25.15, totaling $75.45. You mentioned that when you called customer care two times about this, you were not able to come to a resolution. You requested the $75.45 be refunded as soon as possible.

A review of the account revealed that the three payments of $25.15 have been identified and a refund of $75.45 has been issued to the payment method used. When I called the number you provided to inform you of this, I was told I had the wrong number, so I sent an email.

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

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

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