Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

Customer Complaints Summary

5,002 total complaints in the last 3 years.
1,499 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:11/25/2023
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 have been with Boost Mobile for over 2 years,they recently sent me a Upgrade to my account. They state I can get any of Device You are eligible for an upgrade discount Get an upgrade
Business Response
Date: 12/14/2023
November 28, 2023

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

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

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

On November 27, 2023, we received your complaint, dated November 25, 2023, filed with the Better Business Bureau.

You stated that you have been a customer for over two years and recently became eligible for an upgrade. You requested assistance with your account.

Our records reflects that on November 24, 2023, an issue occurred while placing the upgrade order causing it not to process. For further questions regarding this, please contact **********************.

Your account is still eligible for a device upgrade and this can be completed by logging into your Boost Mobile app.

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: 12/14/2023

Complaint: 20914515

I am rejecting this response because:

Sincerely,

*********************************
That link they submitted don't work I tried that several times before contacting BBB. That's the reason I submitted my complaint they are just candy coating my request the Upgrade Don't work and the site they submitted Don't work as well.

Customer Answer
Date: 12/14/2023
**********************
This is the site they give to customers if your order doesn't Go through It didn't work that's why I sent complaint I tried that several times to no avail

Customer Answer
Date: 12/14/2023
Language
EN
*******

Error occurred while submitting the order data. Error was 'An issue occurred while processing the order. If you see a pending charge with your bank, rest assured the request to reverse this has already been sent. If you have further questions, please email **********************.'
Upgrade your phone
Confirm your upgrade to your new phone. Once it arrives, just insert your SIM.
Your subscription to Boost Protect will be billed immediately for the remaining days of your billing cycle.
Billing & Shipping Address
*********************************
******************************;******************, ** 75180
Payment Method

All transactions are secure and encrypted

Visa
3276
Expires 08/2025

      Please select          3276    Add new card                   New PayPal Account

Order Summary
Samsung Galaxy A23 5G
$49.99
Boost Protect
$8.00
Shipping $0.00
Surcharges $0.00
Taxes $4.12

Total Amount Due $62.11
Upgrade Now
Legal
Privacy Policy
CA Privacy Rights
Do Not Sell My Personal Information
Do Not Call
2023 DISH Wireless L.L.C. All rights reserved.

Business Response
Date: 12/21/2023
December 20, 2023

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

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

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

On December 20, 2023, we received your rebuttal, dated December 19, 2023, filed with the Better Business Bureau.

You stated you are rejecting our response; however, you included no information as to why. You included information regarding the order that was previously attempted.

As advised in our last response, for further questions regarding why your order was canceled, please reach out to ***********************

Sincerely,

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

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

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

Customer Answer
Date: 01/05/2024
I had to purchase a new phone because of Boost mobile refuse to reply $55.00
5:59 99%'
TRANSACTION DETAILS
HSN*HSNI ********* SAINT
PETERSB ** US
Posted on November 28, 2023 at
7:34 PM
Debit:Signature purchase from
395709104017
HSN*HSNI ********* SAINT PETERSB ** US 91040177
395709104017
Card ending in 6104
- $55.1 1
PHONE A03 PURCHASED
Customer Answer
Date: 01/09/2024

Complaint: 20914515

I am rejecting this response because:

Sincerely,

*********************************
Had to purchase a new phone $55 would like reimbursement from Boostmobile for inconvenience
Customer Answer
Date: 02/15/2024
Nothing for paying long term customers
Initial Complaint
Date:11/24/2023
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.
Boost Moblie is usng 2 different company names Boost One is the other. issues with incorrect email on my account, issues with sim card not working reads not vaild and network issues, they refused to replace my sim card and they refused to honor special for ******* 23 phone for $19.99 on web. **************** rude disrepectful and unhelpful and call center is not in *** . they refused me and police officer a supervisor . Cant receive incoming calls cant hide my number on outgoing calls and service and signal and error network issues , my number seems spoofed and account is hacked. tech support wont assit me either i want my $56 refunded they refused to refund money and they denied me ******* galaxy 23 phone special phone for $19.99 cad
Business Response
Date: 12/14/2023
November 30, 2023

***************************
PO Box 2632
**********, ** 33008

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

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

On November 27, 2023, we received your complaint, dated November 24, 2023, filed with the Better Business Bureau.

You expressed concern that we are not honoring an online deal for the S23 phone for $19.99.You also requested a refund of $56.00 for network issues. In addition, you said your phone was hacked.

A review of your account shows that you do not qualify for the S23 online deal, as it is for new customers only.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Your refund request is denied based on this policy.

To report suspicious activity on your account, call ************** or contact ** through the Boost One App.

Sincerely,

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

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

                *********************
Initial Complaint
Date:11/24/2023
Type:Product 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.
Received an email from boost mobile about a promotional phone deal for existing customers and in store only. Email listed an iPhone 12 for $99 for existing customers. ***** says his promotion was for $199 and he would not honor corporate email. Called boost mobile customer service directly from the email. Talked with representative swathe $199 deal. Offered to forward the email I had from boost mobile and they would not take it. Talked to a supervisor and was told they would escalate it but there was nothing they could do. Supervisor hung up on me and should be investigated as well. Called a third customer service representative and they advised that I go to the store and again show the boost mobile email to the store. Which I did. Said they would loose money if they honored ad. **************** suggested asking for store manager to be called. Store said there was no direct supervisor in ********* because they are only certified sellers. **************** then said I should have the store call boost mobile. Store said no because they would lose money. Filed complaint since store said there was no one the store or I could call to resolve issue
Customer Answer
Date: 11/24/2023
Once again received the same email today as the one in question advertising an iPhone 12 for $99 for existing customers in store only.
Business Response
Date: 12/14/2023
December 5, 2023

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

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

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

On November 27, 2023, we received your complaint, dated November 24, 2023, filed with the Better Business Bureau.

You stated that you received a promotion via email stating that you can purchase an iPhone 12 at a local Boost Mobile store at a discounted price of $99.99. However, when you visited a store they would not honor this promotion.

When we spoke on December 5, 2023, I advised you that your account currently qualifies for an iPhone 12 upgrade for $199.99. As a courtesy, if you purchase this device, I can provide you with a one-time $100.00 account credit to honor this price. You stated that you would most likely be taking this offer and you would follow up with me. Please be advised that this offer will only be valid while the iPhone 12 for $199.99 promotion is still available to you, so I recommend ordering the device as soon as possible.

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

Sincerely,

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

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

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

Customer Answer
Date: 12/14/2023

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:11/24/2023
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.
We signed up for an account with ********************** where we would get iPhone 14s on them with a qualifying trade in. The account was setup and we received the iPhone 14s and sent in our trade ins. We received credits for a few months then randomly we stopped receiving it. The first advisor I spoke to said that the prior advisor sold us the wrong phones and we shouldve gotten iPhone 15. Since we didnt want new phones again he said he would sent us to the credit department to fix this issue. The lady we spoke to told us she would submit tickets to fix this issue and I would receive information in 3 days. 3 days later I call back and was told the tickets were approved. 3 days after that I call back because my bill is still higher and it is also due to be paid. The lady I spoke to told me she saw the tickets and would escalate the issue to her manager. The manager then issued credit so our bill could be paid and said the credits would be there on my next bill. Today I just got off the phone with a new advisor and manager and you wouldve that I had made ** this entire process in my head. Suddenly the ticket filed was for loss or stolen devices. The phones we send in months ago was only just checked in in November when they received them in September. The phones we sent in now would only be credited a certain amount and that amount no one could tell us. I feel as if Ive been completely lied to and locked into a contract falsely without them disclosing the truth. That the free phones sold to us wouldnt be free at all. At this point I want our original phones back and to never have to deal with this lying company again.
Business Response
Date: 11/30/2023
November 28, 2023

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

Re:         BBB Complaint #********
                ************ -2023-11-44326

Dear Mr. **************** November 27, 2023, we received your complaint, dated November 24, 2023, filed with the Better Business Bureau.

You stated that you signed up to get a free device with a qualifying trade-in. Although you received the account credits for the first few months, the credits stopped being applied and you were informed by customer care that you no longer qualified for the offer as you received the iPhone 14 instead of the iPhone 15. You are requesting a billing adjustment.

Our records indicate that both your devices were accepted as part of our trade-in program; however, your account was impacted by an error causing the device credits not to be applied.

Your account has been issued a credit of $56.12 to cover this months device financing charges. We have also escalated this issue up to our IT team. Please note that our teams are currently working on a fix, but there is no estimated date on when it will be completed.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *********************
Customer Answer
Date: 12/16/2023
I received your response to this complaint however the account still reflects differently. I issues with the system that you IT department is working on has been going on for months and I have to call each month to get my bill corrected. This is unfair and unacceptable. A date needs to be given on when this issue will truly be resolved.
Initial Complaint
Date:11/24/2023
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 started service with boost 7 weeks ago on October 8, 2023 and when I purchased the phone and month of service for one phone and one line it charged for two and was trying to send me two phones, I called customer service and was told to call back the next day so I did. I was told the money would be refunded and the other line cancelled. While monitoring the shipping status on *** website I noticed two phones were shipped , before I called them to correct this the phone was returned to sender , I assumed that everything was fixed at that point. Then my bill showed $134 and was only supposed to be $40 so I called customer service and they supposedly fixed it and removed the extra charge, however when the bill auto charged on November 8,2023 they not only charged the $40 for the month service but also $49.34 extra and another $40. I called customer service again and a claim ticket was put in . ***** later still no response I switched service due to poor connection and while calling to cancel my line also inquired about the refund and no one could give me an answer so he re submitted a new ticket , then said it would be no more than 72 hrs. I called today which has been 3 days and was told it was denied even though I have proof they said they couldnt find where I was overcharged. I need my $89.34 returned. The account phone number is ************ and the pin was ****.
Business Response
Date: 12/14/2023
December 5, 2023

Mr. *************************
104 *******.
************, ** 54929

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

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

On November 27, 2023, we received your complaint, dated November 24, 2023, filed with the Better Business Bureau.

You said that you were overcharged and requested a refund for the overpayment.

I reviewed your account and over a two-month period, you paid a total of $133.24:

October 7, 2023 Two payments of $51.44 (one of which was fully refunded and one partially refunded for $10.54)
November 8. 2023 A payment of $43.00
November 9, 2023 A payment of $49.34

These payments went to one phone and two months of service totaling $133.24:

October 7, 2023 A phone purchase of a Moto 5G at $51.44
October 9, 2023 One month of service ($40.90) on phone number ending in 7291
November 9, 2023 One month of service ($40.90) on phone number ending in 7291

The billing is correct and no refund is warranted.

Sincerely,

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

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

                *********************
Customer Answer
Date: 12/15/2023

Complaint: 20911647

I am rejecting this response because:

Sincerely,

*************************
Customer Answer
Date: 12/15/2023
In response to Boost Mobile , the $51.44 was $9.99 for the phone and $40 for the first month of service , so I was charged 3 months of service for two months .
Customer Answer
Date: 12/20/2023
I guess if businesses want to steal and cheat from regular Americans they can , this is a sad day I just learned I can get screwed over and there is nothing I can do about it.
Initial Complaint
Date:11/23/2023
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 suspended phone # ************ without notice, the reason they gave us vaguely "too many calls or text to commercial numbers" A. this line has NO text B. its an unlimited calling plan The above reasoning suspension sounds week at best. More importantly the suspension caused a serious safety violation. the phone line is used for my son a student in a dorm setting. no phone means no way to contact him.
Business Response
Date: 12/13/2023
December 5, 2023

*************************
4 ****************************
******, ** 10952

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

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

On November 27, 2023, we received your complaint, dated November 23, 2023, filed with the Better Business Bureau.

You stated that your account was disconnected without your authorization. You requested it be reactivated.

A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy,please visit *************************************************************************************************.

For any additional concerns regarding this issue, please email ***********************************.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *********************
Initial Complaint
Date:11/23/2023
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.
I purchased a new iPhone 13 mini 512gb midnight with service plan directly off the boost mobile website on 10/14/23 for $1,001.03(order#****-648548-4214). I have been in contact with boost customer support since the day I received the phone and have gotten nowhere with them. I have created 3 different boost mobile accounts, have tried 2 different SIM cards, 4 separate lines all still without numbers and have paid for service 4 separate times. Boost customer support keeps telling me that a new phone requires a new account yet the only possible way to buy a phone from them is to set up an account and buy a plan but either way new account or not this phone still doesnt have a phone number. I have offered to pay for the entire year upfront as well as an unlock fee to have the phone unlocked as its literally the only solution but they refuse even though the phone is fully paid for and I would still be using their service anyway. The worst part is they have a 10 day money back guarantee and I have the proof I asked to return the phone well before that time had passed.
Business Response
Date: 12/13/2023
December 12, 2023

***********************************
*********************************************************** Lot E2
*******, ** 05855

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

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

On November 27, 2023, we received your complaint, dated November 23, 2023, filed with the Better Business Bureau.

You said you purchased an iPhone 13 Mini from Boost Mobile,but you were unable to activate service on it. The original sale is now beyond the ten-day return window and customer care refuses to unlock the device.

When we spoke on December 12, 2023, I offered for you to return the device to our corporate office, and I will request a full refund once it is received in acceptable condition. You stated you would rather have the device unlocked to use with your existing provider. As an exception, I unlocked your device. You said that you consider the matter resolved.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 12/15/2023

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:11/22/2023
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 07/09/2023 I paid Boost $170.72 for a one-year 5Gig Mobile service plan. After waiting patiently with no word from Boost, I contacted them on 07/24/2023 @ 11:09 AM EDT to inquire about my SIM card so that I could activate my phone. I was told that they received my payment but something wasn't created in the account and no SIM card was issued, and that they couldn't send me a SIM card, it had to be sent at the time the order was processed. After some discussion with several different personnel, none of who spoke easily understood English, it was agreed that I would be refunded my payment in a matter of about week ( I believe 3-5 business days was the period). I filled an written complaint with PayPal who handled the payment. After waiting several additional weeks without hearing from Boost or PayPal, I checked back with PayPal only to find out that they had contacted PayPal without notifying me and PayPal had closed the dispute. I contacted Boost again on 09/11/2023 @ 3:42 PM EDT, and again inquired about my order. They had no problem finding record of the payment, still said that there was nothing they could do to get me a SIM card, That they were having problems with the yearly service plans being sold on the internet not going through and that they would once again follow up and resubmit for a refund of my payment and that I should receive it within about a week. Their weeks are very long, so once again on 11/10/2023 I contacted Boost with an inquiry about my refund. They had no problem locating the payment, stated that it had been scheduled for a refund, but something had happened and it didn't send. They were to EXPEDITE it and I should receive it in about a week. This is an example of what needs to be posted on DISH WIRELESS & BOOST MOBILES BBB ratings, and most people wouldn't be as patient. I want a refund, compensation for use of my money for 4 1/2 months, and this posted to show how their customers are treated.
Business Response
Date: 12/13/2023
December 8, 2023

***********************************
********************************
**********, ** 28456

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

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

On November 27, 2023, we received your complaint, dated November 22, 2023, filed with the Better Business Bureau.

You stated that on July 9, 2023, you paid Boost Mobile $170.72 for a one-year service plan. You indicated that you were unable to get the service to work and although you requested a refund, you have not received it.

When we spoke on December 8, 2023, I confirmed that your account was initially activated under the **Mobile network and you had no service in your area. In November 2023, you made a payment of $26.77 and we attempted to switch you to the AT&T network. We were unable to get the service active and you ported your number to a new provider.

I submitted a refund of $197.49 and it can take up to two weeks for processing.

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:11/22/2023
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 went to boost mobile to upgrade my phone. I paid $102 and some change in store. They said wait 1 to 2 hours and my phone would be working again. It never came on that night. The next day I went to the store at 10am and stayed there until they closed and they could not get my phone to work. So I left the phone with them for the 2nd nite in a row. I called customer support and they said something was wrong with the phone so go back into the store. So I go to the store for a 4th time being without a phone for 5 days while expecting important phone calls for upcoming procedures not to mention not even a phone to call for emergencies if I needed. In desperation to have my phone back with my phone number I've had for over 30 years I transfered my service to a different carrier. Now the boost mobile store in ******** mi on Euclid Ave is refusing to give me my money back I gave them for a phone that never worked nor do I have possession of. I would like my money back. I called customer support and they told me to file a claim and make a police report so thays what I am doing.
Business Response
Date: 12/13/2023
November 28, 2023

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

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

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

On November 27, 2023, we received your complaint, dated November 22, 2023, filed with the Better Business Bureau.

You stated that you attempted to purchase a phone at a Boost Mobile retail location for $102.00, but you were told it would be several hours to get it working correctly. You visited there at least 4 times and were never able to receive your new device and they would not refund the purchase. You requested a refund for the device in question.

When we spoke on the phone today, I informed you that Boost Mobile stores are independently owned and operated, and as such, they maintain their own phone inventory and set their own return and exchange policies. I suggested you return to the store for further assistance, and I gave you my contact information.

We appreciate your feedback and your concerns will be shared internally with the appropriate personnel.

Sincerely,

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

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

*****************************
Initial Complaint
Date:11/22/2023
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 9/6/23 boost infinite placed my phone's IMEI number on the global black list saying it was stolen, now when I try to activate my phone that was NOT purchased through boost infinite on another carrier it comes up black listed, I have never reported the phone lost I've had only lost my sim, they submit countless tickets nothing is resolved they don't even call the right number as I have been trying to update my contact number but once again they need to submit a ticket.
Business Response
Date: 11/30/2023
November 28, 2023

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

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

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

On November 27, 2023, we received your complaint, dated November 21, 2023, filed with the Better Business Bureau.

You stated that your device was reported as lost/stolen in error, preventing you from using it with another carrier. You requested that this status be removed.

When we spoke on November 28, 2023, you advised me that since submitting this complaint, your new carrier was able to remove the lost/stolen status on their end and you no longer require assistance.

Sincerely,

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

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

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