Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

5,035 total complaints in the last 3 years.
1,495 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:01/05/2024
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.
Ordered a upgrade device. Device was sent out and sender requested it be sent back. **************** was given a chance to rectify situation. They then lied and stated they were sending a second device that would arrive on 5th. 2nd device never sent. ********************** has device but is stating they won't refund until 3-4 weeks. I want my money now. They have device they never sent.
Business Response
Date: 02/05/2024
February 5, ****

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

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

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

On January 8, ****, we received your complaint, dated January 5, ****, filed with the Better Business Bureau.

You stated that you did not receive the devices you ordered and they were returned to Boost Mobile.

Upon reviewing your account, we confirmed that a refund was processed on January 9, ****.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/05/2024
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.
To Whom It May ********* am writing to formally lodge a complaint regarding the misinformation provided by a support agent on January 4th regarding Boost Infinite's return policy and the subsequent service disruption experienced.During a call with a support agent, I was explicitly advised that I had the option to not return the phone. However, to my surprise, today, my phone was shut off and I am being coerced into returning the device. This contradictory action directly contradicts the information provided to me on January 4th.This inconsistency not only inconveniences me but also erodes my trust in Boost Infinite's customer service and policies. I am seeking a resolution to this matter that reflects the information initially provided to me and a clarification of the return policy to avoid such discrepancies in the future.I trust that Boost Infinite will address this matter with the urgency and attention it deserves. Please provide a prompt response outlining the steps that will be taken to rectify this situation.Sincerely,*********************
Business Response
Date: 01/30/2024
January 26, ****

Mr. *********************
*************************************************************;

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

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

On January 8, ****, we received your complaint, dated January 5, ****, filed with the Better Business Bureau.

You said you were misinformed regarding the return policy. When you called in, you were informed you did not need to return your device. Your device was shut off and you were then told you would need to return it. You expressed frustration with the discrepancy and requested a resolution.

When we spoke, you informed me you have service with another provider and are not interested in re-establishing service with Boost Infinite or retrieving your phone number.

Our records indicate your service line was disconnected, as you requested a refund under our 30-day money-back guarantee. Please note that our policy does state to contact us after your account is disconnected to request a refund. As you requested a refund while your account was active, it was disconnected to provide you with this refund.

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 you have further questions or concerns, please do not hesitate to reach out to me at **************.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/05/2024
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.
Boost Infinite prominently advertises Smart Network and Switch between 3 5G network features - but this feature is NOT available everywhere and even when it is available such as in my area if you signed up before the roll out you can NOT access the Smart Network feature - there is no timeline for when access will be granted and its only new sign **** This is massively misleading, blatant false advertising, and now Im locked into a phone lease & plan due to a feature I signed up for that isnt available (even in an officially supported region).
Business Response
Date: 01/11/2024
January 11, ****

***********************
4601 **********.
******, ** 80239

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

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

On January 5, ****, we received your complaint, dated January 4, ****, filed with the Better Business Bureau.

You said you had an expectation of receiving a specific SIM card based on a current advertisement on our website and your location.

Once an account is established, we assign each line a network based on a selection engine that is updated regularly. This determines which network a line receives based on a variety of factors. Unfortunately, we currently do not offer the ability to choose a network and are actively working on the capability; however, we cannot speak as to how it will work or when it will be available.

Boost Infinite offers a 30-day money-back guarantee. If not satisfied with your Boost Infinite services, you can contact us at **************** within 30 days of initiating an account to cancel it. Unfortunately, your account was activated in September 2023 and therefore, has been active for nine months and is outside the guarantee window.

Sincerely,

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

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

                *********************
Customer Answer
Date: 01/11/2024

Complaint: 21103298

I am rejecting this response because:

Copied directly from your website on 1/11/2024 at 5:24pm:

"THREE 5G NETWORKS.

ONE LOWER PRICE.

Smart Switching between 3 wireless networks
Unparallaled nationwide coverage
Plans starting at $25/mo."

I'd like to highlight:
- THREE 5G NETWORKS - all capitalized, no indication, asterisk, or clarification that this is in fact not 3 networks.
- Smart Switching between 3 wireless networks - Once again, this is blatantly false advertising as there is NO switching between 3 networks

I've attached a screenshot to clarify the section (main header of the website). My request is to immediately cease advertising features that are not offered or available, or issue VERY clear indications of what you summarized that not all phones will have access and that there is no way to switch to the "Smart Network' at this time.

Sincerely,

***********************
Business Response
Date: 01/30/2024
January 29, ****

***********************
4601 **********.
******, ** 80239

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

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

On January 26, ****, we received your rebuttal,dated January 26, ****, filed with the Better Business Bureau.

You stated that there is an inaccurate advertisement regarding our Infinite Access Plan, and you requested it be taken down.

DISH Networks 5G Smart Network is not available in all areas and not all devices are compatible to be used on it. This is stated in the terms and conditions, where the link is provided on the same page as the disputed advertisement. If you are interested, we can review and determine if your location qualifies. Additionally, if you would like to return the phone and cancel your device finance agreement, please contact me at ************** so we can discuss this option.

Sincerely,

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

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

                *********************
Customer Answer
Date: 01/30/2024

Complaint: 21103298

Hello,
I am based in ****** ** which from all marketing materials has rolled out Dish 5g smart network capabilities. I am using an iPhone 15 Pro via the Boost Infinite Access plan with device leasing.
Both my network and device are compatible but I am not able to access the smart network features advertised so prominently (and without asterisks or addendums on conditions).
Please confirm to me that my device and or location are not available as everything Ive been told has been the opposite - it was confirmed by a Boost support employee that I do not have access to the smart network and that there is no ETA for access. Once again, this is false advertising.

Sincerely,

***********************
Business Response
Date: 02/13/2024
February 13, ****

***************************
4601 **********.
******, ** 80239

Re:         BBB Complaint #********
465415828773 - ************

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

On February 12, ****, we received your second rebuttal, dated February 9, ****, filed with the Better Business Bureau.

You requested confirmation that your location and phone are compatible with the Smart Network. You also asserted false advertisement stating there is no clarification to limitations on its availability.

Once an account is established, we assign each line a network based on a selection engine that is updated regularly. This determines which network a line receives based on a variety of factors, which is in part device and location. Unfortunately, we currently do not offer the ability to choose a network and are actively working on the capability; however, we cannot speak as to how it will work or when it will be available.

In our last correspondence, I offered to forego the standard processes and re-evaluate your network. When we spoke, it was determined to wait for a process to be put in place.

I informed you previously that our terms of service are on the same page as the disputed advertisement, which state DISHs 5G Smart Network is not available in all areas and not all devices are compatible.

Sincerely,

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

cc:           ****** / ******* 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:01/05/2024
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 purchased an Iphone 12 from Boost mobile 12/9/23 (order # ****-534389-6404). The item arrived at a *** facility in ********, ****** on 12/14/23. On 12/15/23 *** status showed "on the way". On 12/19/23 I went to the *** facility in ******** and was told the item had been lost and I needed to open an investigation, which I did (*** investigation # is C0188315870). On 1/3/24, *** closed their investigation, citing "additional merchandise description is needed". I contacted them and gave them the Boost order # and they reopened the case. *** again closed the investigation 1/4/24. I called and was told that without an IMEI number they can't do anything and that I needed to contact Boost. I contact Boost 1/4/24 and was told they only information they show is that it was an Iphone 12 and there is no other information.So, I am caught in a loop where Boost won't reimburse until, *** accepts the claim and *** won't do anything without more information from Boost.I disputed the charge with **** and Boost immediately cancelled my account, until I paid $199, which I did.Here's the crazy thing... If one looks at the tracking, you can clearly see that that the package arrived in ********, ****** and the package is lost. The guy at the *** warehouse even told me it was lost. Seems like Boost and *** could work out the reimbursement, but in the meantime, I'm caught in the middle and I'm out $199.
Business Response
Date: 01/18/2024
January 17, ****

*************************
********************************
*****, ** 97013

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

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

On January 8, ****, we received your complaint, dated January 5, ****, filed with the Better Business Bureau.

You said you purchased a device, but it was lost in the mail. You indicated that you were unable to resolve this through customer care.You requested a refund of $199.00.

We confirmed the device was lost and issued a refund of $199.00 to the card ending in ****. Please allow 3-5 business days for processing and delivery.

We strive to provide excellent customer care and we regret that your experience was unfavorable.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 01/18/2024

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.
I appreciate your help and Boost mobile for refunding my *****.

Sincerely,

Boost Mobile *********************
Initial Complaint
Date:01/05/2024
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.
Below is an email I sent to Boost mobile escalation team detailing the complaint. POLICE REPORT FILED AGAINST EMPLOYEES!!!MY NAME IS *********************, I WENT TO A BOOST MOBILE LOCATED AT ******************************************************** TO PICK UP A PACKAGE FROM THE *** ACCESS POINT. When I FIRST ARRIVED AROUND 1PM THERE WAS A SIGN STATING THEY WERE IN A MEETING. IF THIS IS A *** ACCESS POINT, WHY WOULD YOU CLOSE DURING THE MIDDLE OF THE **** WHEN I RETURNED AROUND 3PM THE WHOLE PLACE REEKED OF MARIJUANA. SO YOU ALLOW YOUR EMPLOYEES TO DO DRUGS ************? THE **** TOLD ME THAT MY PACKAGE WAS NOT THERE, AFTER CONFIRMING WITH 2 AGENTS FROM *** AND THE SENDER, I ASKED THEM TO CHECK AGAIN BECAUSE I GOT CONFIRMATION AND A SIGNATURE WAS REQUIRED. THEY WERE VERY RUDE, IGNORANT AND IN LACK OF BETTER WORDS GHETTO!!! I WAS KICKED OUT THE STORE AND BANNED AS IF I DID SOMETHING TO THEM. I KNOW MY PACKAGE WAS DELIVERED AND I WILL BE FILING A POLICE REPORT ALONG WITH A COMPLAINT TO THE BBB. THIS IS DESPICABLE AND EMBARRASSING THAT YOU ALLOW THIS BEHAVIOR AND DRUG USE ON THE **** My CONTACT IS ************. ********************* to boostescalationsupportteam
Customer Answer
Date: 01/08/2024
Due to the disgusting behavior and disregard of customers, the employees at this business should face corrective action. This retailer is also a *** access point and they are refusing to give people their packages which is theft. To this day I still do not have my package although multiple *** associates confirmed that it was indeed there and sign for by someone in this establishment.
Business Response
Date: 02/15/2024
February 7, ****

Ms. *********************
*******, ** 60653

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

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

On January 23, ****, we received your complaint, dated January 5, ****, filed with the Better Business Bureau.

You stated a package that was delivered to a Boost Mobile retail location, serving as a *** access point location, was stolen. You filed a complaint about your experience, and you requested your visit to the Boost Mobile retail location be investigated.

I attempted to contact you today at the phone number provided in your complaint,but I was unsuccessful. I escalated your complaint to our Boost Mobile Retail Support Team for review.

So that I may better assist you with your concerns, 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:01/05/2024
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.
Hello, I have a plan with boost mobile and I wanted to cancel it however they do not offer any hassle free cancellations online and you call and they want to give you the runaround to cancel your plan. I just simply want to cancel my plan. Please cancel my plan. My number is **********. Thank you.
Business Response
Date: 01/23/2024
January 22, ****

***********************************
29804 ***********.
*******, ** 92584

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

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

On January 5, ****, we received your complaint, dated January 4, ****, filed with the Better Business Bureau.

You said there are no hassle-free options to cancel your service online, and you just want your account canceled.

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

As stated in both my email and voice message, you are on a prepaid plan; therefore, all you need to do is not make the next payment due, and service will be suspended and subsequently canceled altogether.

To prevent further billing, I removed AutoPay from your account. Your next due date is January 25, ****, with your last full day of service January 24, ****. If you wish to continue the service, you will need to make a payment, which can be done through the BoostOne app, online or through customer service. Please note, however, making a payment through customer service will incur a $4.00 convenience fee. You can contact customer service at ****************.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/04/2024
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 a boost customer for over 5 years and purchased many phone through them. One was a IPhone XR - I switched to ******* in March of 2023 and got new devices. One of them got damaged and we need to use our back up phone (iPhone XR) until we got a replacement but boost refuses to unlock the device and refuses to escalate me to a manager simply because I dont have an account today, meanwhile they are completely disregarding I have a locked phone through them and was a customer for a very long time. I have been bouncing between ******* and boost to figure this out - today I got the RUDEST specialist at Boost who has turned my outlook on this situation very negative. Her name is ***** *******. I simply want my device unlocked or refunded what I paid for it if I cant use it!
Business Response
Date: 01/19/2024
January 17, ****

*****************************
** 65203

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

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

On January 5, ****, we received your complaint, dated January 4, ****, filed with the Better Business Bureau.

You stated that you moved your iPhone XR from Boost Mobile to another carrier in March 2023, and you received two new devices from this new carrier. You stated that one of the devices was damaged and you need to use the iPhone XR as a backup; however, we refuse to unlock it. You requested the device be unlocked or to receive a refund.

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).

When I called the phone number you provided, I was unable to reach you or leave a voicemail. Please feel free to contact me by phone, *************, or email, ****************************** to address this issue.

Sincerely,

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

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

*****************************
Initial Complaint
Date:01/04/2024
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 Mobile terminated a program that allows me to pay less for their services monthly. It's the *** program I'm enrolled to use since I'm in need of help and have low income/ am disabled. Tried talking to them to no avail, and *** confirmed I am enrolled, however they too, refuse to aid me in the matter.
Business Response
Date: 01/17/2024
January 14, ****

******************************************
** 75241

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

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

On January 5, ****, we received your complaint, dated January 4, ****, filed with the Better Business Bureau.

You said you qualify for the Affordable Connectivity Program (***) and need assistance with enrollment.

To confirm, the *** is a federal government benefit program available to select eligible households. Customers may qualify via income and/or enrollment in other government assistance programs.

Please ensure that the information you provide on your Boost Mobile *** application is the same as you provided on your *** application. Please visit a participating store or reapply online athttps://acp.boostmobile.com/en/#!/login.

We sincerely regret any inconvenience this issue may have caused.

Sincerely,

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

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

*****************************
Initial Complaint
Date:01/04/2024
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 signed up for a cell phone plan through Boost Infinite on 11/4/2023. This company advertised unlimited wireless coverage with "reliable nationwide coverage anywhere you go". They further advertised that their coverage is powered by 3 networks "Boost Infinite combines three major networks for the strongest coverage possible. No matter what."Within day of setting up the service I began experiencing major issues. My calls would frequently drop. Text messages would not send and I was not receiving text messages others were sending me. Apps on my phone would not launch with error messages like "No network coverage". When boost sent me a survey asking how my first month went I voiced my disappointment and opened a ticket with them. Since that time I have spent countless hours on the phone with their tech support trying to troubleshoot issues with no resolve. One of my largest complaints is that my service only runs on the Boost network and does not switch carriers as advertised. I have been told that this is an issue and it's being worked on. I have also been told that my phone isn't eligible to switch networks. I get different answers each time I bring it up.I have asked to cancel the service multiple times and am being told I would have to pay over $1000 to cancel. I have asked for my money back since I have paid for services not received and have not gotten any refund. I have filed a fraud claim with my bank that is in process but believe this extra step is needed to file with BBB due to false advertising by this company.The outcome I would like is to have all money I have paid to this company refunded and to end service with them. They did give me a Iphone 15 when I signed up and I am happy to return that as well to end this. As of today I have paid a total of $222.87 to Boost Infinite.
Business Response
Date: 01/10/2024
January 9, ****

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

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

Dear Ms. **************** January 4, ****, we received your complaint, dated January 4, ****, filed with the Better Business Bureau.

You said you signed up for service on November 4, 2023, and have had problems since. You expressed concern that you requested cancellation and you were told you would have to pay over $1,000.00.

A review of your account shows that you signed up for Boost Infinite Access for iPhone. You received an iPhone 15 and paid the taxes for it. As you are financing this device, you are responsible for the full cost if you cancel.The current remaining balance on your device is $1,008.31. Enclosed is a copy of the installment contract for your review.

I encourage you to continue to work with customer support for any service-related issues you are experiencing.

We regret any inconvenience you may have experienced.

Sincerely,

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

Enclosure

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

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

Customer Answer
Date: 01/10/2024

Complaint: 21096580

I am rejecting this response because:
As you mentioned I signed up for boost infinite which promised network switching and your company is not fulfilling the promise it made me at signup. I signed up for a bundle (the phone was to come with the service plan I selected) You are not delivering on the service plan so I have no need for the device if it doesnt work as promised. If I signup with another provider I will get my device through that company. I have worked and continue to work with your tech support and nothing gets resolved. This device you tell me I owe over $1000 on doesnt work on your network so its of no use to me. I do not want the device and am happy to send it back. I also want to money I paid for service that didnt work since November refunded back to me.
If you advertise a product with a service and market that as a bundle to clients you should make sure the separate items are compatible and able to properly function together. If part of that equation doesnt work what good is the other half?
I am not paying your company anything more. I am happy to send the phone back once my stolen money has been returned.
Sincerely,

***** Frets
Business Response
Date: 01/31/2024
January 31, ****

Ms. ****************
**************************************************************************************;

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

Dear Ms. **************** January 26, ****, we received your rebuttal, dated January 26, ****, filed with the Better Business Bureau.

You maintain that it was promised you would be on our Smart Network, and you signed up for a bundle specifically for it. You requested to return the device and receive a refund for what you paid.

To access ******** Smart Network, you must live in a supported area and have a device compatible with our network. We regret that your experience did not meet your needs. As an exception, you can return the iPhone 15 for the purchase price you paid. Once it is received, your finance loan will be canceled and a refund submitted. Please contact me directly at **************, so I can initiate the return process.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/04/2024
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.
Hello, to whom it may concern: I have a complaint against Boost One or Boost Mobile because they deleted a whole payment thread showing monthly announcement or if I have a response back or feedback highjacked my phone and stated they need my service to be paid on a pre-date not the schedule date, demand pre-pay boot one app that doesn't work for consumers or use you own bank acct. People spoke to on: 1w/28/23. Rep.: ******************************* ************ *******. And sometimes claimed no Supervisor is available le had: LONG WAITS, PUT ON HOLD, CHANGE OF REPS. HAVING TO REEXPLAIN PROBLEMS, REQUESTED INQUIRY OF MY DELETED THREAD OF TEXT MESSAGES THEY SEND MONTHLY TO BE SENTTO ME SO I CAN SIGN FOR AT MY PO BOX AND THEY REFUSED. REFUSAL TO ADMIT THEY DELETED INFORMATION OFF MY PHONE AND ******** MY VOICEMAIL HAVING TO ASK 3X'S FOR NEW PASSWORDS OR CODE TO REBOOT have my daughter's phone as proof of sent inquiries and reported problems to lical office here in ***********, ** local payment Annex (3) of them. Please respond ****************.*Violation of my privacy.
Customer Answer
Date: 01/12/2024
Hello, to whom it may concern I would like to add some findings I left out regarding "Boost Mobile" or "Boost One/Dish" whom they are going by "NOW," they violated my Civil Rights by deleting a whole thread of messages pertaining to my payment due date and needing to pay or else disconnection would be emit. All this was normal payment messages given to all customers each month through-out 1/1/2023 & prior meaning 2022 to this New year : 1/1/2024. The reason for their removal was to push back dates to the 4th cheating me outta my main original date: 7th changed to 5th and them again trying to put on the 4th of every Month. Especially when I specifically told them it was originally 7th to be honest....But I settled with the 5th because no manager/supervisor/ representative would do anything about it stating they have no control over those matters call our *****# or do auto-pay inwhich all customers incl. My daughter stated it doesn't work??? I'm surprise they have had a classaction done on them for the disgrace they've done to me and my daughter as well as standing in line and listening to other customers complaint of none working auto pay or sites "TOLD TO USE" ALSO I WANT TO ADD THEY LEFT ME ON HOLD LONG WAIT AND TELLING ME TO STAY ON LINE TO USE ANOTHER LINE THEY NEED TO CALL ME FROM WHILE WAITING ON INITIAL LINE. Eventually it would hang up going into hours of my time... if I had any appointments I lost the chance to do whatever else I needed to do before talking to them: ******************************, *******--supervisor, all whether name was given for correct spelling had a role in this tactic phone conversation's "Switch-A-Roo" type of conversation. I value my time and I explain the call ihave through Co. Called: Santax work call is needed for: ***************************** ******** And the cutting off effect them as well. I made them aware of I'm mandated to report this bc I'm registered license number with ******** ****************** Professional Regulation through the ****** OFFICE ENTITIES." MY CIVIL RIGHTS BEEN VIOLATED TO reiterate. Thank you for your time and looking forward to a response/resolutions. Compliant# 21094004. ****************

Business Response
Date: 02/05/2024
February 1, ****

*****************************
PO Box 1133
***********, ** 62705

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

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

On January 5, ****, we received your complaint, dated January 4, ****, filed with the Better Business Bureau.

You stated you have experienced difficulties obtaining your Boost Mobile call records, and your phone may be hacked. You requested assistance.

My attempt to reach you today at the phone number provided was unsuccessful.

To obtain text message and call records, Boost Mobile must first validate your personal mailing address. Please note text messages will not include content. Contact customer service at **************** to obtain these records.

Below are a few steps you can take if you believe your phone is compromised:

        Delete Unknown Apps - If you cannot remember downloading it and do not know what purpose it serves, it is best to be safe and delete it. You will notice these apps running in background despite you never having seen or interacted with them before.
        Keep Your Phone Updated - Regular updates will keep the phones defenses up. You want your security system as up to date as possible.
        Factory Reset - This should be a last resort. A factory reset will clear ALL your data from the phone and restore it to its original, default settings. Your pictures, settings, and everything else will be erased. In this case, any hacking program will be removed from the phone along with all your files.
        Change your Boost Mobile PIN - This can be done through your online account or the ******************** app.

Please contact me at ************** if you have any questions or concerns.

Sincerely,

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

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

                ***************************
Customer Answer
Date: 04/19/2024
I, ************************* would like my former Case reopen via your department with BBB.

According to FCC Boost Mobile was required to respond to their complaint that I made 30 days ago. Deadline was March 7th or April 7th. And it was not regarding compensation of any sort but I did explain to FTC & FCC this was necessary for me because I had to report this to and contact BBB again to ask for; the Company ( Boost Mobile) to interject a monetary compensation for writer being overcharged for days of cut-off prematurely. I noted to both Entities FTC & FCC and now reiterating to BBB That I was disenfranchised as a layperson type consumer/customer for whole year of 2023. I also wanted to add that my phone text Portion was hacked by their company and that I explained this to them and reached out to Boost Mobile representative's and A Supervisor regarding this matter. Initially the 7th of each month then they changed to the 5th of every month them they began cutting off my "SERVICE AT MIDNIGHT ON THE 4TH OF EACH MONTH of 2023." THE Company did not alert me the reasons nor did they listen to my complaints when calling or going to the local annex to explain the problems."Everything fail on deaf ears."

If there is any farther questions please respond by phone number listed. Or by mail.

Thank you for your time.

Sincerely,

A.Givens
Business Response
Date: 04/30/2024
April 28, 2024

*****************************
PO Box 1133
*********************

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

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

On April 25, 2024, we received your rebuttal, dated April 25, 2024, filed with the Better Business Bureau.

You stated that your service was interrupted prior to your due date. You also mentioned that we remotely hacked your phone and deleted text messages. You requested compensation.

When we spoke today, I informed you that Boost Mobile is a prepaid service, where your once-a-month recurring charge will occur on the same date, regardless of the length of the month. Your monthly charge is due the fifth of every month.If it is not paid prior to this date, your service will be interrupted. I also assured you that Boost Mobile and its representatives do not have the ability to erase text messages and/or hack your device remotely. You stated that you will continue to file rebuttals until you receive financial compensation. I informed you that no compensation is warranted.

Sincerely,

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

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

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

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