Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

5,004 total complaints in the last 3 years.
1,512 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:10/06/2023
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 recently paid off a phone from Boost Infinite for the amount of $1,166. In the terms, it says once the phone is paid off, you can submit an unlock request, which I did on Monday 10/2/23. It also states that it takes 2 business days for the unlock to complete. On Wednesday 10/4/23, I checked to see if the device was unlocked and it wasnt. I contacted customer service and they said they can see that the phone was paid off and that they will put in a ticket for the tech department to review and that it should be settled in 1 business day. So, on Thursday 10/5/23, I check to see if my phone was unlocked and again, it still says sim locked. I contacted customer service again and they told me that in their system, the account balance is still the sum of the device payment, even though it shows the phone was paid off. They said it something with the payment and their system didnt sync up. They also said that there was ticket put in before the payment was made, which I found weird, because you have to pay before you can request an unlock. So, they put in another ticket for the IT department to look at and should be processed in 1 day 10/6/23. I checked my phone this evening and its still locked.
Business Response
Date: 10/13/2023
October 10, 2023

*******************************
****************
*******, ** 18603

Re:          BBB Complaint #********
                ************ -2023-10-40065

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

On October 9, 2023, we received your complaint, dated October 6, 2023, filed with the Better Business Bureau.

You said you requested to have your phone unlocked, but it was still SIM locked.

A review of our records indicate that your device is unlocked.

We sincerely regret any confusion or inconvenience this issue may have caused.

Sincerely,

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

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

                *********************
Customer Answer
Date: 10/13/2023

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:10/06/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Starting January my bill was initially $50 but I changed my plan. I used up all my data and I called them to see what I could do about it. I told them that I only wanted to spend $5.00 the agent stated that since it was my birthday that he would give me a offer. The next month I called and changed my plan and I cancelled. In March my bill shows $45.00 when my bill should only be $35.00, it is notated in the system. So, last month there was another offer since I was valuable customer. I changed and I receive the bill and instead of paying $25.00 it is $35.00. I am being charged for something that should have been cancelled. I am being constantly told that the system is updating. My bill should be $25.00 without this additional $10.00. This $10.00 charge is still recurring. I would like to be refunded in the amount of $100.00
Business Response
Date: 11/07/2023
October 24, 2023

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

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

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

On October 13, 2023, we received your complaint, dated October 6, 2023, filed with the Better Business Bureau.

You stated that you have been charged an extra $10.00 per month, but you canceled the charge. You requested a $100.00 refund.

Our records show that a recurring $10.00 add-on data pack was added to the account. This add-on is scheduled to be removed from the account on October 29, 2023.

A $100.00 refund is not warranted in this case. We have made an exception and applied a one-time credit of $20.00 to the account.

Sincerely,

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

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

                *********************
Initial Complaint
Date:10/06/2023
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 paid my phone bill on Wednesday evening and they have not activated my services or given me my money back they keep saying an investigation has been started but not explaining what its about! They have changed the date and times several times of when it would be back on but nothing has happened yet! I live alone and Im sick I need my phone and my sister ***** told me maybe yall could help
Business Response
Date: 11/07/2023
October 24, 2023

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

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

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

On October 13, 2023, we received your complaint, dated October 6, 2023, filed with the Better Business Bureau.

You said that your services are not working despite making a payment. You mentioned you have called several times, only to be told they are looking into the matter; however, you have yet to be provided a date when this will be resolved. You requested assistance.

Our records indicate your account was impacted by a systematic error. It has since been corrected and services are working, as normal usage is occurring.

A review of your account reflects that a one-month credit has already been provided for this inconvenience.

Sincerely,

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

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

                *********************;
Initial Complaint
Date:10/06/2023
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've been a customer of ******************** since March 2022. Haven't had many problems to speak of,until recently. For some unknown reason,my phone will just stop working at random intervals. Twice today it lost the signal and said No *** - SOS Only. I messaged Boost last month about the issue and they told me to turn the phone off,remove the *** card,wait a minute and then reinsert the card and turn the phone back on. I did that,but it did not work at that time. I power cycled my phone later and the signal came back. So this morning I shut off my phone,removed the ***,waited,inserted the *** again and turned my phone back on. It did work. The major problem here is that no matter how many times I keep doing this,I think it will just keep happening. This problem didn't start until last month when the new update (iOS ****) rolled out. My phone has only been acting like that since the update. I am left with only two conclusions. It is either a problem with the *** card itself,which I do not believe. Or,more likely,it is a problem with this last update and they just don't want to bother with it. I've read about other people having this same problem so I know it is not just me. Whatever the problem is,they need to fix it and fix it NOW because it is a tremendous hassle for me to have to keep taking the protective case off my phone just to mess with the ***.
Customer Answer
Date: 10/13/2023
Boost is sending me a new SIM for my phone. Hopefully it fixes the problem. That said,you may cancel my complaint. Thank you.
Customer Answer
Date: 12/19/2023
Last night,my phone stopped working again. This is the second time this has happened. The first time I had the problem was back in October. Boost sent me a replacement *** for my phone and it worked again,until last night. As before,I took the *** out of my phone,cleaned it,checked the tray slot for dirt,etc.,placed the *** back in the tray,but it still would not work. I put the *** in my old phone to check if it would work there. It did not. This is the second time in two months I am without a phone. I am really getting fed up with their shoddy service. It's not the ***,it's not the service. The problem is everything to do with Boost Mobile. I can't be without a phone. I need it to make doctor ************ and such. I don't want to keep replacing **** if the problem is the phone itself,which I strongly believe to be the case.
Business Response
Date: 12/21/2023
December 20, 2023

Mr. *******************
******************************* 201
**********, ** 47711

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

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

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

You said your device stopped working and you believe the problem is with the device itself.

There is no record of you calling in to go through the troubleshooting steps with technical support. Please reach out to customer care at **************, so this issue may be addressed through the proper avenue.

Sincerely,

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

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

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

Customer Answer
Date: 01/03/2024

Complaint: 20704510

I am rejecting this response because:Customer Care is not going to fix this issue. I doubt any of the steps they would tell me would fix the phone or whatever happened after all the iOS 17 updates they started pushing out. All I know is my phone worked fine for a year before they started to telling everyone to update to iOS 17,if possible. My phone won't get iOS 17,but I have still been getting iOS ********************************************************** October. No matter how many SIM cards they send me,the problem is still going to keep happening,so I feel they should do the right thing and send me a new iPhone 8 or iPhone X or whatever.

Sincerely,

*******************
Initial Complaint
Date:10/06/2023
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 August the 31st 2023 I purchased the phone from boost Mobile on business road in ******** *******. 875. Cash. They did not give me a receipt. But I left they had done a test call on the phone and said it was working fine. 3 days later I still have not had my number pulled over and have been without phone service for 3 days. I took the phone back they refused to refund my money stating that the phone was free and I had paid for service. I didn't use any service not even one second of it. Three four days to get my number ported over come on man? Refuse to give me even a portion of my money back. They took the phone back though. I complained to the SEC and I complain to T-Mobile no one even bother to contact me back. I want my money back Iimmediately. That will be the only satisfactory result this is absolutely ludicrous that they can extort money that way you might as well stuck their hand in my pocket and taken it
Business Response
Date: 11/01/2023
October 18, 2023

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

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

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

On October 9, 2023, we received your complaint, dated October 6, 2023, filed with the Better Business Bureau.

You stated that you purchased a device at a local retail store. You paid $875.00 cash, but you did not receive a receipt. The store employees stated that the phone was active, but three days later you still had no service. You returned to the store, but they refused to refund your purchase and kept the device. You requested a refund.

All Boost Mobile retail stores are independently owned and operated. As you have no receipt and no evidence to support your claim, we are not able to assist you in this case. Please contact the management or owner of the store you visited to resolve this issue.

Sincerely,

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

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

                *********************
Customer Answer
Date: 11/02/2023

Complaint: 20702667

I am rejecting this response because:
First off the purchase price was ***** not ******. the employees at the store refuse to give me the name of the manager and are uncooperative. The phone was never pointed over to my number for 3 days I had it and they kept giving me the runaround at the phone back they kept my money and the phone they did not give me a receipt but they know who I am. Franchisee is not going to cooperate are you?
Sincerely,

*************************
Initial Complaint
Date:10/05/2023
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.
On Saturday September 30, 2023, I went into a Boost store, because the salesperson was trying to wait on 3 people, I did not want to be rushed so I did not complete the transaction. I was approved for the Boost Infiniti Program for an iPhone 15. On Monday 10/2/2023 I went online and ordered the phone at that time I paid $96.96 for phone service, sales tax, user tax whatever that is and insurance.i have been a Boost customer since 06/2009 my phone bill was due on 10/04/2023, on 10/03/2023I contacted Boost mobile and explained that my bill was due on the 4th of the month I was assured that my phone would remain on until 10/05/2023 since the new iPhone 15 would be here on the 5th well my phone arrived at about 3pm on the 5th. well at about 3:30pm I started trying to activate the iPhone by then Boost had turned off the old phone and the new phone was suspended for nonpayment. I was asked on Saturday if I was asked Saturday and Monday if I wanted to keep the old phone number,I said yes well, I spent 5 hours trying to get iPhone activated. and still no service unless I paid the bill of the phone that was suspended. I couldn't have two phones with the same number I have too many people, doctors, skilled nursing home for my brother, legal persons pertaining to my brothers care, credit card companies etc I was told that in order to activate this phone I had to pay$35.00 for a phone to be on approximately **** minutes have number transferred to new phone. And it would take 4-6 weeks to reimburse my credit card. My card was charged on 10/02/2023 immediately after I placed order #**********-8799, Boost Infiniti has had my money since 10/02/2023 and I have nothing but a phone that doesn't work unless I pay $35 for the second time for hone service for October 2023 which means instead of the $96.96, I needed for service this month Boost wants $131.96
Business Response
Date: 10/31/2023
October 24, 2023

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

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

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

On October 6, 2023, we received your complaint, dated October 5, 2023, filed with the Better Business Bureau.

You stated that on October 2, 2023, you purchased an iPhone 15 through Boost Infinite. You contacted Boost Mobile customer service on October 3, 2023, as your bill was due on the fourth and you did not want to pay an additional $35.00 just to switch your services over to Boost Infinite. You were informed the service would remain active. You indicated that despite being told this, your Boost Mobile account was interrupted on the fourth for nonpayment and you were unable to port your number to Boost Infinite. You also indicated that you were told it would take 4-6 weeks to reimburse you for the order you placed with Boost Infinite. You requested a refund.

As a prepaid provider, Boost Mobile does not provide payment extensions. The entire account balance is required to be paid in advance of the new billing cycle start date.

As no order took place through Boost Mobile, we decline your request for any refund or billing adjustment.

Please visit ****************************************************************** for more information on Boost Infinites return policy. If further assistance is needed regarding the return of your phone, please contact Boost Infinite customer service at **************.

Sincerely,

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

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

                *********************;
Initial Complaint
Date:10/05/2023
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 spoke with Resolutions Manager, **** with Operations # YZ5, in regards to unlocking a phone with Boost Carrier as the service provider that i paid money to for a service. **** refused to file a ticket request to unlock my device and she refused to allow me to speak with anyone higher. I was told that boost migrated to a new billing system and nobody has my information and that it was sold to another company. I just need to get my phone unlocked that i purchased from Boost and used with Boost.
Business Response
Date: 10/31/2023
October 17, 2023

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

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

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

On October 6, 2023, we received your complaint, dated October 5, 2023, filed with the Better Business Bureau.

You requested your device be unlocked. You also expressed concern with the customer service you received.

******************** 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 granted; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile SIM card is inserted. There is no PIN for your device.

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).

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

Sincerely,

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

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

                *****************************
Initial Complaint
Date:10/05/2023
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 took out ************ phone with out my permission n on my accounts I have 477 credit to my account
Business Response
Date: 10/30/2023
October 6, 2023

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

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

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

On October 6, 2023, we received your complaint, dated October 5, 2023, filed with the Better Business Bureau.

You stated that Boost Mobile took payment from your account without your permission. You said that your account had a credit of $477.00.You requested a billing adjustment.

Our records indicate that the charge of $439.99 was for an iPhone 11 purchased on September 4, 2023, which was delivered via tracking number 1Z52A2590313029284. Please note that this package was delivered to the address you provided during the order. A review of your account shows that you disputed this payment with your bank, which caused your Boost Mobile account to be interrupted and to reflect you owing $477.99. A payment was made on October 3,2023, to cover the chargeback and restore your services.

Your request for a billing adjustment is denied.

Sincerely,

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

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

                *********************;
Initial Complaint
Date:10/05/2023
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 was told months ago republic was switching to boost. I received many texts saying it will happen in 2 days nothing I called many times they said they couldn't add data and sorry. I was out of town with no phone..and they said nothing they could do Got a text Sep 19th saying in 2 days nothing. I called they said ****** was Sep 30th nothing.Its Oct 5th now still no data...online help said call I have over and over..they said sorry nothing we can do..so I can't use my phone only on wifi..I'm frustrated that this company can even do this.very frustrating. Waiting 2 months.They lied and told me they added data but then said no it was never processed.. something is seriously wrong...calling doesn't help. I have proof of text messages and calls to them. I want service done
Business Response
Date: 10/13/2023
October 12, 2023

Ms. ***************************
****************
*******************, ** 80524

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

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

On October 6, 2023, we received your complaint, dated October 5, 2023, filed with the Better Business Bureau.

You said you were informed months ago that Republic Wireless was switching to Boost Infinite and the migration was to happen within two days,but you have had no service. You mentioned that you are only able to use your phone when it is connected to Wi-Fi. You said that despite calling and chatting with customer service, you have been unable to get your service working. You requested assistance with your account.

******************** is transitioning to Boost Infinite;therefore, all customers are being migrated to Boost Infinites platform.

Our records indicate that your account has been migrated over to Boost Infinite and is now active. A replacement *** card has been requested, ticket *******. This will be shipped within two business days once processed. After you receive the *** card, if you continue to experience problems with the services not working as expected, please contact customer service at **************** so that additional troubleshooting steps can be completed. Please note that your account reflects that it did receive a one-month credit due to the issues previously experienced.

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: 10/13/2023

Complaint: 20701054

I am rejecting this response because: l was lied to . I have no service outside my home but says republic on my phone I have no data I was told I don't need a new **** card... Now I'm told I do . I was lied to 6 times . I was out of town with no service why do I need a **** card? I have no data as of today.. I have been given lie after lie. I've had no phone service for over a month. I am so upset. I never received a **** card??? Why wasn't I told this at the start??? I was told it will happen with no problem.. I called you and they said I am not on boost service... it hasn't happened yet and to bad if I have no service So as of now I have no service.. no **** card.. as I was told 5 times I don't need one. I want credit for all the time I was out of service my phone does not work when I leave the house.. bc of this.. I couldn't communicate doing business out of state and lost an opportunity bc of the unprofessional actions of your company. It's been months I have been dealing with this.I have no service only on wifi in my home. So send the card that I was told I didn't need and give me credit for the months of lies and inconvenience. This had gone on long enough. I got on boost website and there is nothing on there with my information.. so do better than this. Until my phone works I won't be satisfied... And given more credit for everything I lost bc of your incompetent company... Stop lying to customers I called you and explained I was going out of town on business... They said sorry can't add data. I literally had no phone. I never received a **** card. So now what???????

Sincerely,

***************************
Customer Answer
Date: 10/19/2023
Haven't received anything. No it still says republic.. I can't get in boost website.. I tried to use the code they sent they said I have no account. That email was wrong and phone number. I was told after multiple phone calls I didn't need a **** card ** I was a customer already and my phone didn't need one. Nothing has changed
Business Response
Date: 10/20/2023
October 20, 2023

Ms. ***************************
****************
*******************, ** 80524

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

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

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

You stated you are rejecting our response, since you have been told you did not need a *** card as an existing customer and your phone is still showing **********************. You also mentioned you are unable to get into the Boost Infinite website, as the code you were sent did not work.

While the original intention was for your account to be migrated without needing to replace the *** card, your account was impacted by a systematic issue where the *** card was not being recognized, which is the reason a replacement was sent.

A review of your account reflects the replacement *** card was sent and received, but has not been activated. If you need assistance installing the replacement *** card, please visit ************************************************************ or call **************.Prior to installing the replacement *** card, please make sure that the Republic Wireless application has been deleted off your device and you have installed the CarrierApp.

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: 10/20/2023

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: 10/20/2023
I never got to respond. I never received a **** card,? I would like to see the signature of the person who signed for it. Second... I was not told I needed a **** card after several calls... So please provide the signature of the person who signed for the **** card as it was not me.. I'm am now going 5 weeks or more with no data I better not be charged for a service I am not receiving it we will be dealing with another issue. This is getting ridiculous. If I needed the card why was I not informed instead of lied to. Please submit receipt for the **** card you said was delivered
Customer Answer
Date: 10/21/2023
No it's not solved. I sent a response... It's not solved... Have no idea why it says it's solved. I never got a **** card... They said I received it.. I did not. I want to see who signed for it... I still have no data

Business Response
Date: 11/02/2023
November 2, 2023

Ms. ***************************
****************
*******************, ** 80524

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

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

On November 1, 2023, we received your second rebuttal, dated October 27, 2023, filed with the Better Business Bureau.

You rejected our response because you said you did not get the *** card. You mentioned that you want to see who signed for it.

Please note that the packages sent containing the *** cards do not require signatures.

As you have indicated you have not received the *** card, a replacement has been requested. Please note that the replacement *** card will be sent within two business days.

Sincerely,

*********************************
************* Case Manager
Executive Escalation Team
Republic Wireless, L.L.C.

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

                *********************
Customer Answer
Date: 11/06/2023

Complaint: 20701054

I am rejecting this response because:
I have not received the **** card... I was told I didn't need one. I haven't had data almost 2 months. I believe I should get free service for this problem after the **** card works... Which I doubt it will. No data for this long has caused many problems for me. I shouldn't be billed for months after this. I'll wait for the **** card. I'm on a lifetime plan of ***** a month when I signed up and purchased a new phone. If I am billed for any service I have not received it's fraud and it will be reported. I have been patient enough in this matter. I'll wait for the **** card. Not received.... Just as the last one you claimed you sent. It's one lie after another.. sad.

Sincerely,

***************************
Customer Answer
Date: 11/14/2023
You have the correct address... **********************************************************************
Business Response
Date: 12/01/2023
December 1, 2023

Ms. ***************************
****************
*******************, ** 80524

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

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

On November 29, 2023, we received your third rebuttal, dated November 29, 2023, filed with the Better Business Bureau.

You stated that you are rejecting our response, as you continue to indicate you have yet to receive any of the replacement SIM cards sent to you. You also said that you are on a lifetime plan of $14.99 per month.

As you said that you have yet to receive a SIM card, one has been sent to you with tracking number 1Z3E311V1394855800.

Our records indicate that your rate will only remain the same for six months after it is migrated to Boost Infinite. After this, you will pay $25.00 per month. Please visit *********************************************************************************************** for further information. Note: if you do not agree with this, you may transfer your number to another provider. We have unlocked your device.

Please note that at this time, we consider this matter closed.

Sincerely,

*********************************
************* Case Manager
Executive Escalation Team
Republic Wireless, L.L.C

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

                *********************;
Customer Answer
Date: 12/05/2023

Complaint: 20701054

I am rejecting this response because: I just received the **** card have not put it in bc I called boost they said I don't need it... Then they told me I would not get the ***** a month... Bc I was credited... I had and have no service... How can you give credit for something you never ************* goes toward something I got no service so I don't pay... It's not a credit. That's like going into a restaurant and having the manager say... We are not charging you for the meal you never received. It makes no sense Then you billed me... For what??? I had no service. Then told I needed the republic account number ... Which I can't find ... So I have no service.. but got sim card.. I expect to get ***** for 6 months as I was told but now they said no So where's my credit? I should be credited for the 4 months with no service... That means no bill you can't give a credit if I had no service that is ludicrous... I'm going to put in **** card this weekend when I have another phone to use bc I'm sure there will be a problem.... I expect at least 3 months of no bills when I get service up and running that's credit... everytime I call I get lied to. So no service for months... I should not be billed.. it isn't my fault all these different stories I'm receiving.... Absolutely ridiculous... So get it right.... And figure it out .. bc I'm calling this weekend to do this... And they better have something on record... Fed up literally...

Sincerely,

***************************
Business Response
Date: 12/12/2023
December 12, 2023

Ms. ***************************
****************
*******************, ** 80524

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

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

On December 12, 2023, we received your fourth rebuttal,dated December 12, 2023, filed with the Better Business Bureau.

You said you are rejecting our response, as you received the *** card this time; however, you were told previously that you did not need it.You also mentioned you would be billed $14.99 per month for six months. In addition, you disputed receiving credits, as you said your service did not work and therefore, you cannot be billed for it. You requested free service for at least three months.

While you continue to be held up because you were previously told you do not need a replacement *** card, I have advised you on several occasions that you do. Please note that you were sent a *** card, with a tracking number, so you cannot continue to claim you did not receive them. If you choose not to install the *** card, you will continue to not have service.

Your account is being billed at $14.99 per month for six months following its migration from Republic Wireless. Your account was migrated over on September 29, 2023. Please be aware that six months following September 29, you will be billed at the rate of $25.00 per month, plus applicable taxes.

As your account has remained active, billing has continued.This is the reason credits were issued: to cover these charges. We decline your request for additional compensation of any kind.

Please note that you can take your phone number to a new provider if you do not agree with our response. For your reference, your porting PIN is ******. At this time, we consider this matter closed.

Sincerely,

*********************************
************* Case Manager
Executive Escalation Team
Republic Wireless, L.L.C.

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

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

Customer Answer
Date: 12/12/2023

Complaint: 20701054

I am rejecting this response because: why aren't you reading my responses???? I send a message back to you... I got a sim card it did not work... I spent 2 hours on the phone with them please read my comment

Sincerely,

***************************
Customer Answer
Date: 12/12/2023
I got cut off in here. I received the card.. they said it was wrong one... Spent 2 hours on the phone with boost.. why are my responses not being seen??? I got the card . Stop sending same messages... Wrong sim card was sent ... I responded just one day ago... Hello r my responses not being recorded????
Customer Answer
Date: 12/12/2023
No I've had no data since end of August... ****** 4 months. I can only use my phone on my wifi and internet... That is wrong... You said it was migrated... But then u say it didn't bc I need A sim card .. I never had one back then so no the migration didn't work that's why you sent me a sim card I spend 2 hours with boost on the phone helping me with the sim card it's didn't work then she said they sent the wrong card so as of now I still have no data or proper sim card none of this is my fault... The card doesn't work. And you can not legally charge me for service I didn't get .. why is this my fault??? The sim card didn't work. Why are you not reading my responses? And making stuff up??? I'm to get ***** after my phone is switched for 6 months in your last response now u are saying my phone was migrated in sep which it was not... If it was why did u send me a card .. the responses make no sense as the story keeps changing...
I have no data. My card doesn't work the one you sent look up my account it's in there the sim card won't work... Read the responses in my account ... They said you sent me a dish network I was to get ATT card stop blaming me .. I tried....
Customer Answer
Date: 12/12/2023
This screenshot says I was not migrated over... The other statement says I was ... If I was what is the sim card for??? These statements contradict... You said I was not migrated over and need a sim card now you stated I was migrated bivet but still need a sim card I was not in sep 29th.. your words
Business Response
Date: 12/18/2023
December 15, 2023

Ms. ***************************
****************
*******************, ** 80524

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

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

On December 15, 2023, we received your fifth rebuttal, dated December 15, 2023, filed with the Better Business Bureau.

You stated that you are again rejecting our response, as you claim the *** card you received does not work and you are getting the runaround. You also mentioned that you could not be billed at $14.99 starting in September 2023, as your account was not migrated over yet. This information has not changed since you filed the original complaint.

Please note that we have sent out several *** cards to you,all of which you claimed you never received. The only one you could not dispute receiving was sent to you with a tracking number. Note that had you used the *** card we originally sent, this issue could have been resolved by now;however, you are stuck on the fact that you were originally told a new *** card was not needed. This would have been the case had your account not experienced a systematic error during the migration process, and has been explained to you ad nauseum.

While you may disagree with our response, the records remain the same: your account was migrated from Republic Wireless to Boost Infinite on September 29, 2023, and you will only receive the rate of $14.99 for six months following that date. After the six months, you will be billed at $25.00 plus applicable taxes.

A review of your account does not reflect you have been given the runaround. If the *** card you received is not working, please contact customer service and go through the applicable troubleshooting. We attempted to contact you on December 13, 2023, to assist you, but, to date, you have yet to return the agents call.

At this time, we do not believe we are the correct carrier for you, and would highly recommend you take your number to a new provider.Here is your porting PIN: ******. Your phone is unlocked. At this time, we consider this matter closed and finalized.

Sincerely,

*********************************
************* Case Manager
Executive Escalation Team
Republic Wireless, L.L.C.

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

                *********************;
Customer Answer
Date: 12/18/2023

Complaint: 20701054

I am rejecting this response because:I expect you to do what's right... I said I received a new sim card .. I spent 2 hours on the phone... They said it was the wrong one... I never got a call from anyone... Why can't you understand this??? Look at my file . It says it was the wrong card... So then I received another card... I don't appreciate lies and yes I have been given the run around since ********************* You claimed my phone was migrated... So if it was why do I need **** card??? Bc it wasn't.. read your 2 comments .. I sent the screenshots of your 2 opposite statements you state my phone was then you state .. it was not. That's a contradiction.. I never received any phone calls at all. I am calling when I have time... To put in the other sim card.. to see if it works .. perhaps read the notes if any were put in the file which I doubt take responsibility for poor service instead of telling people to go somewhere else bc of your incompetent behavior... All your comments are the runaround and false... You repeat the same thing over and over... I will deal with customer service because you just don't get it... I had no data in sep out of town and no phone I called using someones phone just to get lied to. Don't bother answering back bc it's going no where .. perhaps get a person who knows how to deal with customers and not blame them.. this isn't my fault.. I didn't cause this .. the sim card was the wrong one... Read it... So just close this case and I'll deal with customer service and the billing dep... Don't tell me someone called bc they didn't another lie. You are blaming the customer.... And trying to not take responsibility bc you haven't done anything to resolve this mess. I don't care about a tracking number that means nothing... Show me my signature... As I stated for the 100th time.... You sent the wrong card .. and blame me so no you didn't fix the problem... I will deal with customer service and put in a valid complaint against your treatment... Blaming me... And all the contradictions I your comments... Trying to tell me to go somewhere else bc you can't fix the issue... That's not right at all I'm the customer and you have treated me poorly . I'll deal with that separately... Close this case as I won't respond to incompetent people... I'll call customer service again ... So close this and don't respond... I'll deal with this myself... I need someone who can comprehend words... And read which apparently you can't do .. thanks for wasting my time... I'll deal with it a different way and file with the commission on this problem that's been over 4 months.... What are going to say???? That the sim card worked??? It didn't . If you feel it's appropriate to tell a customer it's ok not to have data for 4 months fine. I no longer can deal with rude incompetent people... Close this case... It's a waste of my time and you had no right to do anything to my phone... I never asked you to but u did it anyway

Sincerely,

***************************
Initial Complaint
Date:10/05/2023
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.
I have been with Boost for 11 years, very dependable customer, and a happy one till Friday 9/29. My son's line went into SOS mode at school and once home I called tech support. We did all the things prior to calling and Boost also repeated most of what we had tried. Before ending the call for what I thought was going to be a quick fix I was told that the **** and ICCID number associated with the phone had been reported lost/stolen. And this may be a glitch with the new iPhone 17 update. The phone was connected to my Boost account through a local retail store in 7/2022 and activated in the store This was never an issue then nor would it have been since this was a completely purchased phone. They entered a ticket and I was asked to call to check on the case (which never given a ticket #) in ***** hours. I called the following Mon 10/2 and was told they had not released the phone from lost/stolen and that the **** that handles this is not a physical person to keep trying to cut it on/off/remove sim card...with no help. I was asked again to call back in *****hrs, as that was my plan until I received an email Tues 10/3 saying my request was cancelled. I called immediately as I received an email that in fact was not cancelled by myself nor a resolution to close the ticket had happen. They re-opened my ticket 10/3 and I requested a copy of it this time-Ticket #*******. I called today 10/5 spoke to a manager by the name of ***** after being told a 4th time to wait another ***** for them to release the lost/stolen hold. He assured me this would be resolved 10/6 by the evening. I want an answer! At this time I would like my sons phone to be working or compensation of some sort as it's not been working since 9/29. I asked for this request and this was not the case or to have some sort of measure of a replacement as it's a straight purchased phone and this is not caused by an IOS update as they are telling me nor by myself, the customer. This is beyond unacceptable.
Business Response
Date: 10/30/2023
October 13, 2023

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

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

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

On October 6, 2023, we received your complaint, dated October 5, 2023, filed with the Better Business Bureau.

You said you have been a long-term customer of ******************** and on September 29, 2023, your sons line went into SOS mode. You mentioned that after going through troubleshooting steps, you were informed the **** associated with the device had been marked as lost/stolen. You stated that customer care informed you that a ticket was submitted and the issue would be resolved within 48 to 72 hours. You indicated that as of October 5, 2023, the phone is still not working despite additional tickets being submitted. You requested the service be restored and your billing be adjusted.

Please note that due to an **** being able to be reported as lost/stolen through several avenues, we are unable to determine how your devices **** was reported as lost/stolen.

Our records indicate that the **** is no longer being reported as lost/stolen. The account reflects adequate usage throughout data,talk, and text, confirming service is now working as expected.

In the interest of customer service, a $25.00 credit has been applied to the account.

We regret that your experience was unfavorable.

Sincerely,

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

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

                *********************
Customer Answer
Date: 10/31/2023

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,

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

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