Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,994 total complaints in the last 3 years.
- 1,498 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/27/2023
Type:Service or Repair IssuesStatus: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.
10/5/23 200ish dollars taxes for phone signed a 3 year contract on a 1599$ phone Boost infinite was offering or is offering currently unlimited data there is no nation no * no nothing that says hey u need to go to the bottom to read this that essays ur going to be restricted when u get here. And by restricted. U were used to 1gb speeds now ur not going to 1 mb speeds ur going to maybe 550 kps U get to go to 3g speeds They need to have a * infinite doesnt apply to high speed data * unlimited doesnt mean unlimited.Business Response
Date: 10/31/2023
October 30, 2023
***************************
*****************
******, ** 36551
Re: BBB Complaint #********
************ - *************
Dear ****************:
On October 30, 2023, we received your complaint, dated October 27, 2023, filed with the Better Business Bureau.
You expressed dissatisfaction that Boost Infinite data is throttled.
Please note that the information you included with your complaint only refers to the iPhone 15 device, and not the plan you mentioned. You may review our terms for the actual plan at ***********************************************************************************. Additionally, when you initiate a Boost Infinite plan, you must confirm that you have read and agree with our terms before your account is created.
Our terms of service disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources, Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.
While we sincerely regret any inconvenience, we are unable to provide a refund or billing adjustment for this issue.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
**********************************, #***
******,** 80210
*********************Initial Complaint
Date:10/27/2023
Type:Service or Repair IssuesStatus: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.
8/22/2023 what is my first known incident of the problem that is occurring right now ticket number ******* account number ************ Ive been in contact with Boost Infinite for the past two weeks due to the fact of that there was unforeseen mistake on my account due to their representatives, not being able to transfer over my line I was told that we had to put a new line on the account and terminate the original line we were never told that we will be charged for device financing in full after the termination of the line now my billing statement says over $1200 I still have the phone that is being financed currently on another line, but is the same phone, but they provided and told us that the switch with of lines would charge us the full device financing I have a timeframe as to when the problem will be resolved, but this is been a problem for two months Every time I speak to a representative they regurgitate the same information that this back office is handling it and that they will give me a call. My billing statement is due on the 30th and on the 30th is when I am supposed to expect a call back for a possible resolution. it only seem is, though they took me serious. When I said that I was going to file a complaint with the BBB. I still have no resolution.Business Response
Date: 11/02/2023
November 2, 2023
***********************************
**************************************************************** 19136
Re: BBB Complaint #********
************ - *************
Dear ************************:
On October 30, 2023, we received your complaint, dated October 27, 2023, filed with the Better Business Bureau.
You stated that there is an error with your account,as your phone number was not transferring over correctly and you were given a new one. You indicated that once you were able to port your old number over,you canceled the new number you were given, but you were not told that by doing so, the device you were financing would be charged in full. You mentioned that you have called several times, but you were not provided with a time frame on when the problem will be resolved. You requested a billing adjustment.
When a device is financed, it is attached to a service line. When the service line is canceled, the full amount of the loan is charged to the account.
At this time, Boost Infinite does not have a way to transfer loans from one service line to another. I created a ticket but there is no estimated date on when a resolution will be available. If any update becomes available, I will reach out to you personally.Please note the only current available option to resolve this would be for you to return the device.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
*********************************************;
******,** 80210
*********************Customer Answer
Date: 11/09/2023
Complaint: 20789850
I am rejecting this response because:
Sincerely,
*******************************Initial Complaint
Date:10/27/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Saturday, October 21st 2023, I received a fraud alert from by bank - Georgia's ***************** They informed me that suspicious activity was on my credit card, and when I spoke with them I found out that the company Boost Mobile had charged me $1,283.99 for what they had deemed an "automatic payment". The bank reassured me that this payment was blocked from occurring off of my credit card (most likely flagged because the amount being charged greatly exceeded my actual credit card limit). Once confirming with the bank itself that this was a fraudulent charge, I reached out to PayPal to let them know the same and open a case. I opened a case with PayPal that same day in regards to this charge. They opened a case, which is currently still pending review. Although this payment was set us as "automatic", I know for a fact that I did not set it up and was never charged before this time for anything related to Boost Mobile - as I NEVER HAVE nor am I CURRENTLY utilizing them for any services whatsoever. They have never serviced me for phone, internet, nothing. The PayPal representative that I corresponded with was able to see that this fraudulent payment was "set-up" and attempted to be charged as far back as January of this year, but the said payment was declined by my bank then too. Fast forward to now, and they have done the same thing - only this time the payment DID actually go through. Not on my credit card though, but this time it went through on my debit card which is also on my PayPal account. Therefore, I have been scammed out of $1,283.99. This is beyond unacceptable. I even called Boost Mobile customer service directly, I gave the lady my full name, phone ************** address. And upon trying to find my account, she stated that there is no record of me having an account with them, so she could not help me further. BUT IF I DO NOT HAVE AN ACCOUNT WITH THEM AT ALL, THEN HOW COULD I SET UP "AUTOMATIC" PAYMENT? It makes no sense and is blatantly a scam.Business Response
Date: 11/21/2023
November 17, 2023
*************************************
*******, ** 30315
Re: BBB Complaint #********
*************
Dear ******************:
On October 30, 2023, we received your complaint, dated October 27, 2023, filed with the Better Business Bureau.
You said we attempted to charge $1,283.99 to your credit card, but it was blocked by your bank. However, later a $1,283.99 payment was taken through your PayPal debit account and ******************** could not find an account to provide you assistance.
I was unable to find any link to a Boost Mobile account with the information you provided, and we would have no way to know how someone was able to obtain your credit card or PayPal information.
You will need to dispute the payment in question with your financial institution.
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:10/26/2023
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a phone from boost mobile about two weeks ago.I wanted to add boost protection I contacted them several times.I got several answers ultimately the answer was no I cannot purchase the protection.With no explanation.I am within 30 days.Business Response
Date: 11/08/2023
October 27, 2023
**********************************
**********************************************************
Re: BBB Complaint #********
************ - *************
Dear Mr. ************************** October 27, 2023, we received your complaint, dated October 26, 2023, filed with the Better Business Bureau.
You stated that despite being within 30 days of activation,you are unable to apply Boost Protect to your service line. You requested an explanation as to why this service cannot be added to your service line.
A review of your account shows that your service address is located in **************. Currently, the Boost *************** is only available in the ***************** for devices that have a suggested retail price greater than $249.99. As the suggested retail price of this device does not meet this threshold, we are unable to provide Boost ***************.
We regret any inconvenience that this may have caused.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 11/08/2023
Screen shots from boost mobileCustomer Answer
Date: 11/08/2023
Complaint: 20788234
I am rejecting this response because:
Clearly a different explanation on website.Sincerely,
******************************Business Response
Date: 11/21/2023
November 17, 2023
**********************************
******************************************************
Re: BBB Complaint #********
************ - *************
Dear Ms. ************************** November 17, 2023, we received your rebuttal, dated November 16, 2023, filed with the Better Business Bureau.
You said the website contradicts the initial response you received.
The Boost Mobile website clearly states that Boost Protect is not available to customers in ******** if their device is less than $249.99 MSRP. Your device is only worth $179.99, so you do not qualify for Boost Protect.
Additionally, the address you noted on this complaint does not match your account address which is in the ***************** not *****.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Customer Answer
Date: 11/28/2023
Complaint: 20788234
I am rejecting this response because:My address is *************************************
The website should clearly state any phone worthless than 250$ is not eligible for protection.
Sincerely,
******* HuntersundquistInitial Complaint
Date:10/26/2023
Type:Service or Repair IssuesStatus: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 have been with Boost Mobile for 8 years now and recently purchased a new ******** G-stylus phone on september 8th, 2023. Because of the service since Dish Wireless to over Boost mobile as their server, I have been having a tremendous amount of problems with people hearing me when I am speaking with them. My husband is a cardiac patient and have many doctors appointment can they cannot hear me when on the phone. I am trying to switch to another server, but Boost is holding my phone hostage and would not unlock it. It is now going into 4 days and each time I call or go to the store, I am told it will take 24 hrs. I staff at Boost In ********** ******* was on the phone with customer service for 2 hrs today and they are still saying 24hrs. This phone is my husband life-line and hope you can help me resolve this issue.Customer Answer
Date: 11/01/2023
Good Evening, On the 27th **********************, Corporate Case Manager/Executive Escalations/ Customer Retention, called and left a message to return a call to him. I have email him 3 times and called a left 3 phone messages but he did not returned any email or calls so I assumed that he does not want to settle this case. For your records: My Boost Mobile account number is : ***************. I have called the customer service as late as yesterday, October 31st and my phone is still locked. No android phone should be locked to my knowledge, I would be wrong. If you need any further information, my number is ************.
Thank you for your time.
********
Business Response
Date: 11/08/2023
November 7, 2023
**********************************
*****************************************************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On October 26, 2023, we received your complaint, dated October 26, 2023, filed with the Better Business Bureau.
You requested your device be unlocked.
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
As an exception, your unlock request has been granted;please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile SIM card is inserted. If your phone requires a Master Subsidy Lock (MSL) PIN, please use ******** when your device instructs you to do so.
MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. 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.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:10/26/2023
Type:Service or Repair IssuesStatus: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 recently purchased a Boost Mobile phone and I'm quite happy with the device. The issue I see is that i have to travel internationally to ***** soon and i will be gone for more than a month. I contacted customer service to see what roaming options i have to keep using my phone while i travel. But customer service agent said that roaming is not provided in ***** and i cannot using cellular data while I'm there.I asked the agent to unlock my device so that i can use a local network there while i travel and once I'm back in the US i can go back to using boost but the agent said unlock cannot be done for 12 months and I cannot use the phone when i travel. This is turning out to be a totally bad experience. I cannot use my phone while i travel is so stupid. I wanted to use boost roaming but looks like they don't offer it so they should unlock the device so that i can use it with a local network. I will not have wifi connection and i have to rely on cellular data for most of my travel.Please unlock my device so I can travel in peace. Thank you!Business Response
Date: 11/21/2023
October 27, 2023
*******************************
10 *************., Apt. 718
**********, ** 15212
Re: BBB Complaint #********
************ - *************
Dear *******************************:
On October 27, 2023, we received your complaint, dated October 26, 2023, filed with the Better Business Bureau.
You requested your device be unlocked, as you are traveling internationally.
Boost Mobile will unlock a device under the following circumstances:
?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months
Your unlock request has been denied. As you purchased your phone at a significantly discounted rate the phone will not be eligible to be unlocked until October 25, 2024.
Please visit ********************************************************************* for more information on Boost Mobiles unlocking policy.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 11/22/2023
Complaint: 20787172
I am rejecting this response because:I understand your unlocking policy. But you guys don't have a roaming plan at all for the country I'm traveling to. I checked with your agents about this and they confirmed me that boost does not offer any roaming plans. They suggested me to buy another device to use while I travel which would be a total waste of my money since I just bought this moto device from **********************.
Please consider this as a special case and allow the unlock. I'm already on my way to ***** right now and would like to use the device while I'm there.
Sincerely,
*******************************Business Response
Date: 12/08/2023
December 7, 2023
***********************************
******************************************** 718
**********, ** 15212
Re: BBB Complaint #********
************ - *************
Dear ********************:
On December 6, 2023, we received your rebuttal, dated December 5, 2023, filed with the Better Business Bureau.
You stated you are rejecting our response. You requested an exception be made to the unlocking policy, as you are already traveling. You do not want to purchase another phone while in another country, as you were previously advised.
We understand your request to have an exception made to our unlocking policy; however, we are unable to honor it. Once the phone meets the requirements set in our policy the phone will be eligible to be unlocked on October 25, ****.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:10/26/2023
Type:Product IssuesStatus: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 switch from Cricket cell phone service to boost mobile Aug. 26 2023. I came back September 2 2023 as the new phone I received was not working properly. no calls were coming thru to me ,it was not ringing. when I came to the store ***** just fixed the problem. I had to leave so we only did that . I told him I would return as the phone still is Malfunctioning. I worked all week until Sept 9 2023 . I came back to the store as my phone rings saying ******* calling . ***** said I programed it like that . I told him no I did not it should say Hello Motto. I told him it is making glitching sounds and it will not charge. just as before he proceeded to fix my phone . I told him No this phone need to be replaced as I will not last if I cant charge it. he told me store policy is only 7 Days . I ask him why He did not you replace the phone when I came back in 7 days. ***** also stated I would have to buy a new phone at Cost because I am Not Eligible for an upgrade. I said but its not charging! I left and called Boost **************** and was told they can not do Anything as I purchased the phone at a store location I need to contact the Phone Manufactor and make a claim. boost was giving free phones to new customers 2023 I was given a 2022 android ******* phone instead.This is why I decided to make this complaint as no one can help me at Boost and I have a *** phone that wont charge or ring when I receive calls. I know the BBB may take some time and I may not have a phone at any time. but I do want my money back and can also pay for this big inconvience. I have Never heard of thisBusiness Response
Date: 11/08/2023
November 7, 2023
*********************************
8067 ***************.
***********, ** 21061
Re: BBB Complaint #********
************ - *************
Dear ******************:
On October 30, 2023, we received your complaint, dated October 26, 2023, filed with the Better Business Bureau.
You stated that you started Boost Mobile wireless service on August 26, 2023, but around September 2, 2023, your phone began having issues.You said an agent at your local Boost Mobile retail location was able to correct the issues on multiple occasions. You stated that when you requested a replacement phone, you were advised that you were outside of the seven-day return window. You requested that we provide a replacement phone.
Please be advised that all items purchased from BoostMobile.com are eligible for return within ten days of purchase.However, as all Boost Mobile retail locations are independently owned and operated, they are permitted to determine their own return policies. We regret any inconvenience that this may cause.
Please reach out to the manufacturer of your phone, as all new devices are sold with a manufacturer warranty.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Customer Answer
Date: 01/04/2024
Complaint: 20586166
I am rejecting this response because:
Sincerely,
******* Bembrey when I came back to the store unaware of a 7 day policy I had several issues working the past. He fix one & I had to leave saying I would return. Why dud he attempt to fix my phone instead of creating a major problem . When I return now he tells me o was past the 7 days . At this time the phone was un usable. I became angry as o just charge my credit card $158 for a phone I now can't use .which o also use for my Business. I was advised to call owner .I explained my situation that I need a Working phone . Sending a new phone out for Warrenty for not possible. Plus I was not given the Phone that was for Promotion. I got an older phone .Owner offered to replace but Never called me back so I made a complaint to BBB as this is not Goid Business service. I should have been issued a New phone as I came back within the 7 day with myphone not working . Then I saw advertising say I got an older phone . Which I still have to return back & recive a Refund because I had to go purchase another phone for $150 for new company.
Initial Complaint
Date:10/26/2023
Type:Service or Repair IssuesStatus: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 10/25/2023 I made a debit card payment amount to boost mobile in the amount of ***** at 10:31pm. On 10/26/2023 the amount wasn't applied. In which I went and bought a reboot card with the amount of ***** for payment. In which boost only took *****.I want my money or my phone account complete activation. There was a ***** applied on 10/25/2023 at 10:29pm. Which make my bill in the amount of ***** paid. Boost has cheated my reboot card and didn't apply the ***** they apply ***** I want my money from the call center and billing .Business Response
Date: 11/21/2023
October 27, 2023
********************************* III
***************************** 1
*********, ** 41015
Re: BBB Complaint #********
************ - *************
Dear ********************:
On October 27, 2023, we received your complaint, dated October 26, 2023, filed with the Better Business Bureau.
You stated that on October 25, 2023, you made a payment of $29.20, but Boost Mobile only posted $29.00 to your account. You said that Boost Mobile is cheating you out of 20 cents and you requested a billing adjustment.
Boost Mobile is a prepaid service; therefore, the entire account balance is required to be paid in advance of the new billing cycle start date.
Please note that the screenshot included in your complaint only shows you made a payment of $29.00 and not $29.20 as you indicated. Going forward, please know that if the full amount is not paid, credits will not be issued to restore your account.
As you have already received a billing adjustment, we decline your request for another billing adjustment.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:10/25/2023
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a pre-paid phone from Boost mobile that was locked. On their website it says that you can submit a request within 12 months of activation. When following the steps for my request, and called the agent, I was told that I would have to wait 12 months after activation. This is illegal under the *** unlocking laws.my phone number is **********Business Response
Date: 11/08/2023
November 7, 2023
*************************************
**************************************** 22
**********, ** 94588
Re: BBB Complaint #********
************ - *************
Dear **************:
On October 26, 2023, we received your complaint, dated October 25, 2023, filed with the Better Business Bureau.
You requested your device be unlocked.
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
As an exception, your unlock request has been granted;please allow 72 hours for this to process and ensure your phone is powered on with the Boost Mobile *** card inserted.
*** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. 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.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 11/11/2023
Complaint: 20782508
I am rejecting this response because:My iPhone is still locked even after 72 hours.
Sincerely,
*********************************Business Response
Date: 12/04/2023
November 30, 2023
*************************************
**************************************** 22
**********, ** 94588
Re: BBB Complaint #********
************ - *************
Dear **************:
On November 29, 2023, we received your rebuttal, dated November 28, 2023, filed with the Better Business Bureau.
You maintain that your phone has not been unlocked as promised.
Our records show your phone is currently unlocked. Please ensure that your phone is up to date and that the Boost Mobile SIM card is inserted.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:10/25/2023
Type:Billing IssuesStatus: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 August 25th 2023 I paid my bill of $80 with my bank debit card. The transaction was completed according to my bank. I waited around 20 minutes and my phone was still not working, that's when I called boost and was told by an operator that my payment failed. I looked at my electronic bank statement while I was on the phone with the operator and explain to her that it did not fail. She argued with me insisted that it did not go through and it absolutely failed. So, I went to the boost Mobile store that is in **************, **, where I live. The customer service person there said that all he could do was take my payment of cash and that I would surely be refunded or credited at least of the $80 I already paid if the transaction was completed. I have been arguing back and forth with boost regarding this matter since August 26th they have filed to disputes all which have been dismissed and my money has not been returned to me even though I have receipts and a bank statement to back up what I'm saying. I have enclosed a screenshot of my payment history regarding that payment with boost and my bank statement regarding that debit transaction with boost. Thank you for your time, *****Business Response
Date: 11/21/2023
November 13, 2023
*****************************
*********************. A
**************, ** 65109
Re: BBB Complaint #********
************ - *************
Dear ******************:
On October 26, 2023, we received your complaint, dated October 25, 2023, filed with the Better Business Bureau.
You stated that on August 25, 2023, you paid your bill of $80.00, but realized after 20 minutes your phone was no longer working. You contacted customer care and you were told your payment had failed. You said your bank statement shows that the transaction did not fail, and you provided a screenshot. You requested a refund.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; nonetheless, a one-time exception has been made to issue a refund of $80.00 for the payment you made on August 25, 2023.
Sincerely,
******************************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** / ******* Better Business Bureau
****************************************
******,** 80210
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