Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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
- 5,008 total complaints in the last 3 years.
- 1,499 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:10/19/2023
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.
Account number # ************ I transferred my phone service from **** to Boost Infinite 09/28/2023. When I signed the contract I got the iphone 15 Pro *** for free in exchange for an 3 year contract with boost Infiniti. I paid for the taxes for the phone in the amount of $177.00 and I received the IPhone 15 Pro ***. Once I received the phone I was having all type of issues with the phone and called boost infinite to inform them of the issues. After 3 days and almost on the phone for 8 hour with the customer service they told me to return the phone and they give me a RA # ************ to return the phone. They told me once they received the phone call back and they will replace the phone. I shipped the phone back with *** and the phone was delivered on 10/18/23 at 10:29 am and tracking number is 1Z6376FV0340409932. The phone shows is delivered and I called back Boost Infinite to get the phone replaced and when I called they are trying to charge me full price the phone $1199. I signed a 3 year contract to get the phone for free. Now they are trying to charge me full price and still have me on 3 year contract and wont refund me on the taxes I paid for iPhone ********************************************************************************************** **** and her id is xvu and ***** Id ****** I want the phone replaced or let me out of the contract that you guys broke release my number that I brought from att and refund my money. You can contact me by phone you have my number its under my accountBusiness Response
Date: 10/26/2023
October 26, 2023
****************************************
****************************************** 291
*******, ** 94521
Re: BBB Complaint #********
************ - *************
Dear ********************:
On October 20, 2023, we received your complaint, dated October 19, 2023, filed with the Better Business Bureau.
You said that you received an iPhone 15 Pro *** as part of our Infinite Access for iPhone promotion, but the device you received had issues and you returned it. You stated that you were told, initially, that the device would be replaced without cost, but then you were advised you must pay full price for the replacement.
A review of our records indicate that we received the device and your $117.00 payment has been refunded. Please note that we do not currently offer a replacement process. As such, once your device was returned, we urged you to place a new order. Once you receive the new device,it can be activated on your existing account.
I contacted our back office teams and confirmed that,had you retained the device and canceled your account, you would then be charged full price for the phone; however, you would not be charged after returning it.
Please note that the iPhone 15 had several reports of running hotter than normal and Apple reported that the iOS 17.0.3 update should resolve this issue.
We sincerely regret any inconvenience this issue may have caused.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
*********************************************;
******,** 80210
*********************Initial Complaint
Date:10/19/2023
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.
I was notified that Republic was going to cease at the end of August. So, I switched my cell phone company effective 8/11/23. I had called Republic Wireless prior to 8/11 and asked how I can be removed once I convert my phone to a new plan. They said to call them. On 8/11/23, after I switched to a new ************* I called Republic Wireless and notified then and confirmed that I would no longer be billed by them. Well, I received an email from Republics Wireless on 8/16/23, showing that I was billed. I called them again after 8/16/23 and was told that the monthly charge of $21.32 charged to my credit card on 8/16/2023 would be reversed. It was not.Now when I call Republic Wireless they are saying that they have no record of all of the above mentioned phone calls that I made to them ending my service with them.I have been billed on 8/11/23 by my new ************ and should not be paying Rebublic Wireless for the 8/16/2023 billing for which I was no longer their customer.Thank you for your help!Business Response
Date: 10/26/2023
October 24, 2023
*************************************
*************************************
*************, ** 06118
Re: BBB Complaint #********
A4356827463 - *************
Dear **************************:
On October 20, 2023, we received your complaint, dated October 19, 2023, filed with the Better Business Bureau.
You stated that on August 11, 2023, you switched to a new service provider and notified Republic Wireless; however, on August 16, 2023,you received notification that you were charged $21.32. When you originally spoke with customer service on August 16, 2023, you were told the charge would be reversed, but now you are informed no refund will be issued and there is no record of your previous calls. You requested a refund.
Our records indicate that your account was not disconnected until August 28, 2023, which is why you received your normal monthly charge on August 16, 2023. We are unable to validate your claim that you called before this date to disconnect your account. Nevertheless, a refund check for $21.32 will be sent to you. Please allow up to 21 business days for processing and delivery.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Republic Wireless, L.L.C.
cc: ****** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************;Customer Answer
Date: 10/26/2023
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,
*********************************Customer Answer
Date: 11/29/2023
I still have not received the refund check as promised by Virgin Mobile.
please follow up and let me know the status.
Thank you!
*********************************
Business Response
Date: 12/14/2023
December 14, 2023
*************************************
*************************************
*************, ** 06118
Re: BBB Complaint #********
A4356827463 - *************
Dear **************************:
On December 13, 2023, we received your rebuttal, dated December 13, 2023, filed with the Better Business Bureau.
You stated you are rejecting our response, as you have yet to receive your refund check.
A replacement refund check for $21.32 has been issued.Please allow up to 21 business days for processing and delivery.
We regret any inconvenience you may have experienced.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Republic Wireless, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 12/14/2023
Complaint: 20752137
I am rejecting this response because: They told me I would receive a check in 21 business days. It has been much more than 21 business days. Please leave this case open until I actually receive a refund check.
Sincerely,
*********************************Customer Answer
Date: 01/09/2024
As of today, 1/9/2024 I have NOIT received a refund from Republic Wireless.
Thank you,
*********************************
Business Response
Date: 01/12/2024
January 11, ****
*************************************
*************************************
*************, ** 06118
Re: BBB Complaint #********
A4356827463 - ************
Dear **************************:
On January 11, ****, we received your second rebuttal, dated January 10, ****, filed with the Better Business Bureau.
You said you did not receive the $21.32 refund check and requested it be resent.
When we spoke, I verified you did not receive the check mailed out in December 2023. I offered to either credit $22.00 on your ************ account or reissue the check. You opted for a new check to be sent out. I verified your mailing address and had a new check mailed out to you. Please allow 19 business days for processing and delivery.
Sincerely,
*****************************
Senior Corporate Case Manager
Executive Escalation Team
Republic Wireless, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 01/19/2024
I have received the refund check! Please close this case. Thank you for your help!!!Initial Complaint
Date:10/18/2023
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.
After reviewing my account details. Ive paid $7 in Insurance for years and was not able to use the benefits of the plan. I have requested over and over to remove the Insurance and to receive a credit. I finally was able to remove the insurance and will only receive a $12 credit (upgraded insurance plan; for that recent purchase, and that is not feasible. I had to pay full price for every single issue I had with my cellular phones, and with that being an issue, I was forced to buy new cellular phones outside of Boost Mobile and within the network. I am requesting the full amount that Ive paid due to the inconvenience of going from store to store just to make sure that I have a working phone, that I pay for service for in advance.Customer Answer
Date: 11/06/2023
Boost Mobile has continuously ignored my emails and calls regarding my privacy and their violation of their privacy. On top of charging me a monthly $7
Desired Resolution: Explanation of Charges
Business Response
Date: 11/14/2023
November 7, 2023
Ms. *********************************
*****************************************************************
Re: BBB Complaint #********
************ - *************
Dear ********************:
On October 19, 2023, we received your complaint, dated October 18, 2023, filed with the Better Business Bureau.
You said that you paid $7.00 per month for insurance you have never used. You had to visit a retail store and pay out of pocket for the repair/resolution of every issue you encountered; therefore, you want a refund for all of the insurance payments you have made over the years.
Our records do not show a record that you filed an insurance claim and went directly to the store. Neither Boost Mobile retail stores nor independent cell phone repair facilities are obligated to ask if you have insurance or advise you to file a claim. Nevertheless, this is an insurance product and just because a claim is never filed it does not warrant a refund. In addition, Boost Mobile did not receive the funds for the insurance coverage as they were forwarded to the insurance provider at the time each payment was made.Therefore, no refund is warranted.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
***********************************350
******,** 80210
*****************************Initial Complaint
Date:10/18/2023
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.
I purchased a boost Mobile three month prepaid plan on July 7 2023. I dont satisfied with service, so I barely used it. On October 7, 2023, I was charged $46.17 again for another 3months of service, which I did not approve. I realized that the autopay function was automatically turn on. I reached out to a customer representative service, she said she would process the refund. But I waited for two weeks and dont see refund. I called them back, and they said they wont refund me because it has been more than 10 days Account number: ************ Phonenumber: **************Business Response
Date: 11/08/2023
November 1, 2023
*******************************
*********************************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On October 20, 2023, we received your complaint, dated October 18, 2023, filed with the Better Business Bureau.
You said you did not intend to continue service, but your bank account was charged for three more months of service.
As you noted, your account was enrolled in autopay, and as we were not contacted regarding ending your service, and as your account continued to be enrolled in autopay, your bank account was charged.
I contacted our Refunds Team regarding your issue, and they found that you had already charged back the payment by disputing it with your bank. As your bank has taken back the payment, we are unable to issue a refund.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:10/18/2023
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.
I purchased a boost mobile sim card in january.. Its a No contract month to month service..i had my own phone that was unlocked and compatable . Service was awfull wasnt dependable so i called told them on Oct 10th i called to remove my card close my acct .well on oct 15th at 955pm the took ***** from my acct i called them being sunday they were not there so monday am i i went into my boost acct to chat told them i closed my acct id like the money back ..they said call my bank i did . Called boost monday night cause my acct still wasnt closed nor was my card rem8ved they transfered me tamked to another agent who said it wpuld be removed and ckosed.. and that the transaction did not go through so my bank would have to be holding the money I called my bank again I disputed it I blocked that business from my card and called boost back because on my end it did to go through I have the bank transcript boost said it had not gone through still I asked to have my account close my card removed and my money returned they assured me that when if they had it it would be done here we are on Wednesday I call again because my card is still linked to the an account and it hasn't been closed he told me that he cannot remove my card from the account unless I give him another form of payment that's absurd I do not want the account I've asked to have it closed since the 10th every time they say they will close it and it's never closed my card is not removed and they told me that I'll probably get billed next month again this is insane I have no contract with them it's 30 days is up I don't want to pay for another 30 days that's the end of it but they are refusing to release me and are holding my card hostage and I said they're going to continue taking money from it which is fraud. The same with taking a payment out a week after the bill is due on a no contract phone they claim Auto pays on I've never turned that on it was supposedly turned off by them on the 15th today it's backBusiness Response
Date: 11/14/2023
November 7, 2023
*********************
****************** 58
******, ** 93436
Re: BBB Complaint #********
************ - *************
Dear ************:
On October 20, 2023, we received your complaint, dated October 18, 2023, filed with the Better Business Bureau.
You said that you have been charged for service even though you requested your account to be closed; therefore, you would like a refund for the unauthorized charges.
Since you did not provide the Boost Mobile account number or phone number associated with the account in question, we located one account in your name and at the address provided in your complaint. This account is closed with the last notation recorded on January 3, 2023, which is for a refund. There is no record of any payments after this date. In addition, the screenshots you provided do not specify a particular Boost Mobile account nor do they display the bank account owners name or the institution itself.
If you have additional information that would identify an account in your name that received the payments you refer to, please contact me directly at **************.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
***********************************350
******,** 80210
*****************************Initial Complaint
Date:10/18/2023
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.
10-18-2023 $90.00 (latest payment)Customer lied more then once. I paid for the next billing cycle, and told me it would be on 10-18-2023 that was told to me on 10-17-2023. This situation is just the cherry on top.Business Response
Date: 11/14/2023
November 1, 2023
*********************************
*******************************************************
Re: BBB Complaint #********
************ - *************
Dear ******************:
On October 20, 2023, we received your complaint, dated October 18, 2023, filed with the Better Business Bureau.
You expressed concern with the service you received, as you stated you were told your plan was not updated despite paying $90.00 for it.You requested a billing adjustment
We strive to provide excellent customer service and we regret that your experience was unfavorable.
Your account was impacted by a systematic issue that our teams are diligently working to fix; however, there is currently no timeline on when it will be resolved.
Your request for a billing adjustment has respectfully been declined.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Initial Complaint
Date:10/18/2023
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.
Business is refusing to refund surplus funds left in a prepaid phone account despite the account being closed and the funds not being usedBusiness Response
Date: 11/08/2023
October 23, 2023
*******************************
PO Box 78743
*********, ** 37207
Re: BBB Complaint #********
************ - *************
Dear **********************:
On October 19, 2023, we received your complaint, dated October 18, 2023, filed with the Better Business Bureau.
You stated that Boost Mobile refuses to refund the credit balance remaining on your service line after disconnection. You requested that this be provided.
Please note that the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.
A review of your account shows that the service line remains active, and there is currently no credit balance associated with your account.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 11/08/2023
Complaint: 20748324
I am rejecting this response because:The day I called customer service they told me I would be able to get a refund for the unused service that I had to go back to the local retailer to get the money back upon doing that I was informed by the local retailer that I had to go thru customer service I had 25 dollars in credit at the time of that service call they failed to close the account when I requested despite being told that it would be refunded please review the recording of that call
Sincerely,
***************************Initial Complaint
Date:10/18/2023
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.
Last Friday the 13th of Oct. I called boos infinite and joined their service for the iPhone promotion. I ordered an apple 15 promax phone with 1tb memory in natural titanium. Today oct. 18th I received the wrong phone, they sent iPhone 15 plus 512gb in black. Received around 11:45 immediately called boost infinite and advised them of the issue. I was advised their is no procedure for an exchange, and a return would take 48 hours for a label RMA AND a 3 to 4 week wait for a refund. EXCHANGE EVEN AT THE ***** OF BOOST INFINITE IS IMPOSSIBLE. My opinion is that rule is wrong and it adds the burden of waiting another month for a new phone. Good thing I waited to receive the phone before Porting my #.
Desired Resolution: Exchange
Customer Answer
Date: 10/18/2023
Last Friday the 13th of Oct. I called boost infinite and joined their service for the iPhone promotion.I ordered an apple 15 promax phone with 1tb memory in natural titanium. Today oct. 18th I received the wrong phone, they sent iPhone 15 plus 512gb in black. Received around 11:45 immediately called boost infinite and advised them of the issue. I was advised their is no procedure for an exchange, and a return would take 48 hours for a label RMA AND a 3 to 4 week wait for a refund. EXCHANGE EVEN AT THE ***** OF BOOST INFINITE IS IMPOSSIBLE. My opinion is that rule is wrong and it adds the burden of waiting another month for a new phone. Good thing I waited to receive the phone before Porting my #.Don't want anybody else going through this issue.Date of experience: October 18, 2023Business Response
Date: 10/24/2023
October 24, 2023
*******************************
** 11418
Re: BBB Complaint #********
************ -2023-10-41120
Dear ******************:
On October 19, 2023, we received your complaint, dated October 18, 2023, filed with the Better Business Bureau.
You said that you did not receive the iPhone 15 Pro you ordered, and you expressed dissatisfaction that Boost Infinite does not currently offer an exchange program.
A review of our records indicate that the device shipped out was the one ordered.
While we sincerely regret any inconvenience, we do not currently offer exchanges under the Infinite iPhone Pro promotion.
We appreciate your feedback.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
***************************************************************** / ******* Better Business Bureau
*********************************************;
******,** 80210
*********************Customer Answer
Date: 10/24/2023
Complaint: 20747159
I am rejecting this response because: if you can access the original recording when I ordered the phone, you will find I ordered iPhone pro *** 1tb in natural titanium. If you can't access the recording I find the very convenient on your part.Any how the phone has been returned, and since nothing was ever activated I expect a full refund.
Im glad you showed your true colors before we even got started.
I could never recommend you to any of my friends.
I'll stick with T-Mobile
Sincerely,
***************************Business Response
Date: 10/31/2023
October 31, 2023
*******************************
Jamaica, ** 11418
Re: BBB Complaint #********
************ - *************
Dear ******************:
On October 30, 2023, we received your rebuttal, dated October 30, 2023, filed with the Better Business Bureau.
You said the device has been returned and you asked about your refund.
A review of our records show that $109.16 was refunded to you on October 26, 2023. That amount reflects charges associated with the device only.
As you indicated that you expected to have your full initial payment refunded, I submitted a refund for the remaining $60.00. Please allow up to seven business days for processing.
I will review the recorded calls we have associated with your account and I will address any issues I find internally.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
***************************************************************** / ******* Better Business Bureau
*************************************350
******,** 80210
*********************Initial Complaint
Date:10/18/2023
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.
Both the Boost Mobile store in ********** and the Boost Mobile website advertise a $25/month phone plan. After breaking my Republic Wireless phone I decided to try Boost since they are owned by the same company (Dish Network). I was helped by a person named "*****" and told him specifically that I wanted the $25/month plan and so I purchased a brand new phone and he told me that the first month would be $50 and then reduce to $25 the next month. After a total of four months of service my plan was never reduced to $25/month no matter what I did (autopay, buying a new phone etc.) and even Boost's main customer service said they cannot reduce it; however, they did give me one $25 credit. In fact, during my last call with their main customer service they told me that three prior callers had similar complaints. I would like the corporate office address/contact info. It is impossible to find this. Neither the store nor the main customer service would help me. I reluctantly renewed one more month as I have to travel to ***** for a speaking engagement and then I will drop this carrier but they technically owe me $25-50. This company is blatantly engaging in fraud on a mass scale and something needs to be done about it. I have had the bulk of all major cell carriers (AT&&, T-Mobile, ******** etc.) and never once experienced problems like this, ever. I even experienced serious issues with the functionality of their website and their phone app when it came to paying bills myself and this company has ratcheted up the service fee for having a representative process a bill by at least 2 times the amount when I first subscribed. From what little I have seen this is a widespread problem and probably affects thousands of customers. My account number is ************ and is associated with phone number ************ and I can provide credit card statements if necessary.Business Response
Date: 11/14/2023
November 2, 2023
*****************************
**************************
**********, ** 43701
Re: BBB Complaint #********
************ - *************
Dear **************:
On October 19, 2023, we received your complaint, dated October 18, 2023, filed with the Better Business Bureau.
You said you were placed on the $50.00 monthly plan and you intended to switch to the $25.00 monthly plan, but you were unable to do so through customer care. You expressed frustration with the website and app,stating that you are charged a service fee when you pay your bill. You requested direct contact from the corporate office, an additional $25.00 credit, and for your device to be unlocked at the end of your term.
When we spoke, I informed you that the $25.00 plan with 5 GB is only available in the store. The unlimited $25.00 plan is available online and in the store, as long as you enroll in autopay and are a new connect. As a courtesy, I submitted a ticket for you to be moved to the $25.00 plan. Your plan was successfully changed, so you will begin to be charged $25.37 in November 2023.
As stated in Boost Mobile's terms and conditions,"We may charge activation, prepayment, reactivation, program, or other fees to establish, change, or maintain service. Certain transactions may also be subject to a charge (for example, convenience payment, changing phone numbers, handset upgrades, etc.)."
Boost Mobile offers self-service methods to make payments such as the app or our automated phone system. Please note that the $4.00 convenience fee cannot be waived if you choose to make your payment with a customer care agent.
Your request for an additional credit has been respectfully declined. Our records show you received a $25.00 credit on September 14, 2023.
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
Once your device has been active with Boost Mobile for 12 consecutive months, you may request the device to be unlocked. Please note that unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally,unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:10/17/2023
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 paid $250 total for my device from ****************** and i paid an additional $56.50 for my plan and for me to not be able to have the best service in my area , I called boost mobile to get my device unlocked and they are saying I can not unlock the device but if I paid for the device in cash for a prepaid device and its technically mine , why cant I get it unlocked to be able to use with another carrier , I called several representatives and I was told maybe an eSIM would work better on my device and its not working any better so now I was tricked out of another $26.50 and still no working service and they refuse to carrier unlock my device by any means unless I have there service for a year but if my phone is not working how can I use it for a year.Business Response
Date: 11/08/2023
November 7, 2023
*******************************************
********************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************************:
On October 18, 2023, we received your complaint, dated October 17, 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 *** card is 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: 11/08/2023
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,
***************************************
Boost Mobile is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.