Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

Customer Complaints Summary

4,994 total complaints in the last 3 years.
1,487 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:09/20/2023
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.
Boost mobile suspended my service on 11Sep2023, they said I did not pay. But I already paid with my credit $171.90 on 10Aug2023, it also shows on the boost one app installed on my phone. But boostmobile representative said they can not see it! I tried 5 different representative passed 10 days, but everyone said same, they will not unlock my service, untill I pay my yearly payment again which I already paid last month.
Business Response
Date: 10/17/2023
October 2, 2023

*************************
120 ************.
*******, ** 98204

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

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

On September 22, 2023, we received your complaint, dated September 20, 2023, filed with the Better Business Bureau.

You stated that you switched plans and made a payment on August 10, 2023, for the new twelve-month plan. You said our system charged you again on September 11, 2023, causing a suspension of service. You requested assistance with this issue.

Our records show that we have applied a credit to the account to restore the service. Our back office is aware of this situation and is working on a resolution to get your account back onto the annual plan. We will continue to apply credits as needed to ensure that the service remains active.

Sincerely,

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

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

*********************
Initial Complaint
Date:09/20/2023
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.
My phone stopped working. On August 1st I was told that because Republic was bought by Dish, I had to cancel my plan and sign up for a new plan. I had already paid for 8/1/23-9/1/23. When I signed up for the new plan, I had to pay again for 8/1/2023 -9/1/2023. I was told I would receive credit. My phone worked and my account had a $25.50 credit balance.A few days later, I received another SIM from Boost. I was stopped recieving some texts. On 8/19/2023 I installed the new SIM. I was unable to complete the activation process, I was told I needed to call in. I had no phone service.After 4 hours of phone calls, I was told to wait between 24 hours and 7 days for my account to be merged. After 2 weeks and more talks with Republic, on 9/1/2023 I switched to ******** In a call with Republic to get my number transferred, I was told my credit balance of $25.50 would be refunded to my credit card, the ticket number - *******. In a later call, I was told that number corresponded to my call on 8/19.On 9/2/2023 Republic used my $25.50 credit to pay for another month of service. I called Republic and was told they had no record of me transferring my service to ******** Currently my Republic account has listed the $25.50 credit as a Bad Debt write off. They also added a new charge on 9/7 for $16.15 and a credit for $13.03. I have no idea what that is for. I have spent over 20 hours on the phone and also in a chat via ********* Akthough the reps seem helpful, there is absolutely no follow through or accountability. Republic could not manage to transfer my account to Boost. I only had partial service for one month. I had my number transferred to ******* on 9/1/23 around 6 pm. I was told my $25.50 credit would be put back on my credit card. Republic billed me for services from 9/2-10/1/23 - my phone number had already been transferred to ******* at that point. Republic used my credit to pay for the bill, and added more charges to my account on 9/9/23.
Business Response
Date: 09/27/2023
September 21, 2023

Ms. ***********************
*****************************************
**********, ** 49240

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

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

On September 20, 2023, we received your complaint, dated September 20, 2023, filed with the Better Business Bureau.

You stated that your phone stopped working on August 1,2023, at which time you were informed it was due to Republic Wireless being switched over to Boost Infinite. You mentioned that your service stopped working once you tried to active your new SIM card. You said you switched to ******* on September 1, 2023, but your account received additional charges on September 2 and 9, 2023. You indicated that you were also charged $25.50 as bad debt. You said you were told the $25.50 credit would be issued back to your credit card, but you have yet to receive the refund. You requested a refund.

Our records indicate the following:

The last payment received from you was on August 2, 2023, for $24.92.
On August 5, 2023, an invoice (INV128546933) was generated to transfer $25.50 over to the Boost Infinite platform.
On September 2, 2023, an invoice (INV128607520) was created for $22.38, as the account was still reflecting active.
On September 9, 2023, the account was disconnected. Credit of $16.15 and $13.03 were applied to cover the September 2, 2023, invoices (INV128614455 and INV128614456).
The account is now sitting at a zero balance.

A refund of $24.92 has been processed under invoice INV128615830.

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: 09/28/2023
Hello,
I did recieve the credit on my card. Thank you for that. But, I am recieving text messages welcoming me to Boost. I have also recieved an email that states "Hi *****,

A brief overview of your bill is included below, but dont worry, theres no need to do anything. Your payment will occur automatically on 10/11/23." The email has my credit card number on it.
I never transitioned to Boost. I started the process but was told that I could not continue, that I had to call in. That is when the long series of phone call began. I should not have a Boost account. The request to transfer my information was submitted on 9/1/23 ticket number 2301333. Boost should not have any of my personal information or my credit card number.
The email says to log into my Boost account for the details but I cannot and will not set up online access because I do not and do not want a Boost account.
I would like verification in writing that Boost will remove all of my personal information, especially my credit card info from their data base. I do not want to recieve any more texts or emails from Boost.
***********************
Customer Answer
Date: 09/28/2023
Hello,
I did recieve the credit on my card. Thank you for that. But, I am recieving text messages welcoming me to Boost. I have also recieved an email that states "Hi *****,

A brief overview of your bill is included below, but dont worry, theres no need to do anything. Your payment will occur automatically on 10/11/23." The email has my credit card number on it.
I never transitioned to Boost. I started the process but was told that I could not continue, that I had to call in. That is when the long series of phone call began. I should not have a Boost account. The request to transfer my information was submitted on 9/1/23 ticket number 2301333. Boost should not have any of my personal information or my credit card number.
The email says to log into my Boost account for the details but I cannot and will not set up online access because I do not and do not want a Boost account.
I would like verification in writing that Boost will remove all of my personal information, especially my credit card info from their data base. I do not want to recieve any more texts or emails from Boost.
***********************
Customer Answer
Date: 10/05/2023
Hello,
I responded to Republic but they never got back to me. Apparently after they transferred by phone number to ******** they also transferred it to Boost on 9/26/2023. Now Boost has all of my personal information and sent me a bill for services.
Business Response
Date: 10/23/2023
October 21, 2023

Ms. ***********************
*****************************************
**********, ** 49240

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

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

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

You stated you are rejecting our response, as your information was also sent over to Boost Infinite and you received a bill for service.

Please note, the only way for your account to have been activated with Boost Infinite is if you went on to www.boostinfinite.com/republic and completed the account setup process.

Our records indicate that on October 2, 2023, you were advised by customer service that credits had previously been issued, so no balance is owed or present on your account.

Sincerely,

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

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

                *********************;
Customer Answer
Date: 10/25/2023
Hello,
In response to the companies comment in their response:
"Please note, the only way for your account to have been activated with Boost Infinite is if you went on to www.boostinfinite.com/republic and completed the account setup process."
This is exactly my point. I did not complete the account setup process. Republic transfered my phone number to ******* and completed a request to stop the transfer of my account to Boost on 9/1 ticket #*******. On 9/27 I recieved a bill from Boost for services.
I phoned Boost and was told that Republic transferred my number to Boost on 9/26. I was told not to worry because it was only a "ghost" account. I requested verification of this along with verification that my personal information was removed from their database. I was told that they cannot delete my account and they cannot remove my personal information - including credit card information, from their database. I spoke with **** and ***************
I am still recieving emails from Boost.
I NEVER completed the account activation process - I spent two weeks trying (see original complaint) and finally gave up and switched to ******* on 9/1/2023. Republic transfered my number to Boost on 9/26 without my approval. Now I have an account with Boost that I cannot delete.
Customer Answer
Date: 10/25/2023

Complaint: 20630973

I am rejecting this response because:
In regards to Republic's statement:
"Please note, the only way for your account to have been activated with Boost Infinite is if you went on to www.boostinfinite.com/republic and completed the account setup process."
I did not complete the account set up process and an account was opened in my name. Now I am unable to delete the account.

Sincerely,

***********************
Business Response
Date: 11/02/2023
November 1, 2023

Ms. ***********************
*****************************************
**********, ** 49240

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

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

On November 1, 2023, we received your rebuttal, dated October 31, 2023, filed with the Better Business Bureau.

You stated that you are rejecting our response, as you did not complete the account setup process and you are now unable to delete the account.

Our records continue to indicate you went onto www.boostinfinite.com/republic and completed the account setup process. When this was done, you entered in the account security information, as well as your payment information.

The account is unable to be deleted from the system;however, it is disconnected and no balance is owed.

Sincerely,

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

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

                *********************;
Customer Answer
Date: 11/07/2023
I never completed the process. I started the process but was unable to complete the process. That is the point of my first communication with you - after 20 hours of phone calls I switched my number to ******* and requtested that my account not be transferred to Boost - ticket # ******. On 10/21 I received more communication about my bill from Boost. I phoned in and spoke with ************* I was told that on 9/26/23 my account information was automatically transfered to Boost. ****** was able to put a stop to Boost sending any more texts or emails but was unable to delete my personal information from ********** base.
We have canceled our ******* subscription and will never deal with any Dish product again.
Initial Complaint
Date:09/20/2023
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 09/17/2023, I requested Boost Mobile to keep me on my current $15 per month plan and not switch me to the previously selected 12-month plan. Boost Mobile customer rep tried to switch me, but she and her supervisor told me that they could not change it then because it was already set to switch on the 19th. So, they asked me to allow it to switch and pay the 12-month fee after which I should call back and ask to switch it back. She also promised that they would give me a refund for the difference. I asked if I could get a case reference number and she said that she had put down everything in the notes and it should not be a problem. I called on 09/20/2023, and after talking to several customer reps and supervisors, they refused to switch me back and give me a refund as promised. They said they have a policy of no refunds. So, they deceived me about that policy and made me pay on 09/19/2023. All I want is to be switched back to the $15/month plan and refunded the $80.78 as promised.
Business Response
Date: 10/16/2023
October 4, 2023

***************************
301 ********************************.
****, ** 27523

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

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

On September 22, 2023, we received your complaint, dated September 20, 2023, filed with the Better Business Bureau.

You stated that you changed your service plan from our $15.00-per-month plan to a plan that provides 12 months of service for $100.00. You requested that we revert your plan to your old $15.00-per-month plan and provide a refund of $80.00, as you stated that you were told this refund would be provided.

Please note that when you change your plan, we are unable to make any further plan changes to the service line until your requested change has been processed. Our $15.00-per-month plan is a new-customer-only offer. As you are not a new customer, you no longer qualify for this promotional rate.

Additional review of your account fails to show any phone calls or notations indicating that a refund of $80.00 was offered. As Boost Mobiles terms and conditions state that all payments remitted to Boost Mobile are final and non-refundable, no refund is warranted.

Sincerely,

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

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

                *********************
Initial Complaint
Date:09/20/2023
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 for a phone online through boost mobile on 9/16/23. The transaction was for ****** for a iPhone bundle deal. I put in all my information and then added the card payment, upon trying to place the order it was payment failed. With no proof of order confirmation, I checked my card balance. Turns out they took the money from me anyways, even though it stayed payment failed. I spoke with multiple customer service representatives and was getting the run around. One lady said they would return the payment after 24 hours, spoke with a man and he stated 72 hours. On day three I called and it was stated I now have to wait 5 business days. I am now without the money I needed and they wont give me a clear answer on to what had happened with the transaction.
Business Response
Date: 10/16/2023
October 3, 2023

*******************************
************************************
********, ** 46322

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

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

On September 22, 2023, we received your complaint, dated September 20, 2023, filed with the Better Business Bureau.

You stated that you attempted to purchase a phone from Boost Mobile online, but your payment failed. You stated that despite the payment failing, your bank account was charged for the phone. You requested that we return these funds.

A review of your account shows that your purchase was canceled by our risk management team. Please reach out to ************************** for more information.

The pending charge to your account will be dropped within five to seven business days. We regret any inconvenience this may have caused.

Sincerely,

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

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

                *********************
Initial Complaint
Date:09/20/2023
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 09/18/2023 I paid my phone bill in the store. I told the customer service representative that my internet wasn't working and she was polite and did everything she was suppose to the internet still didn't work after that she called customer service and they tried it still didn't work. ******* over the phone told me to give it a day and call back if it still was a problem and after she gave me a ticket number and now my internet still not working
Business Response
Date: 10/20/2023
October 16, 2023

***********************************
2017 ************************
**********, ** 35218

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

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

On September 27, 2023, we received your complaint, dated September 20, 2023, filed with the Better Business Bureau.

You said that you experienced technical issues with your service.

A review of our records indicate that you contacted us on September 18, 2023, because you were unable to access your data. The agent you spoke with tried troubleshooting the problem, but it persisted. As such, the agent escalated this to a back office team who resolved it. Our records indicate that 22 GB of data has been used since your call.

We sincerely regret any inconvenience this issue may have caused.

Sincerely,

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

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

                *********************
Initial Complaint
Date:09/20/2023
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 September 5, 2023 I tried to transfer my phone service out of Republic Wireless to another company. They had sent emails stating that they were transitioning to a different wireless provider called Boost Infinite and I tried to transfer my service out before this but was given information from Republic that was either incorrect or expired as when it was provided to the new carrier it did not work. On that Friday 09/08 when I was not working I tried contacting Republic again and was able to get the number, but not the service ported out. That evening the sim card I had for Republic stopped working. For the second time that week I tried to install an eSIM card from the new provider and was told that it was not able to be installed and I needed to contact Republic to have my phone unlocked to have the new sim installed. Since Republic had cut off my service (I paid the bill for the month already; they cut it off due to the switch to Boost and had sent a Boost sim card to an old address) I had no way of contacting them as they only provide phone support and had to drive to my sister's to use her phone. I was told then that I had to call ****** (the manufacturer, who was closed at the time), my sister called ****** on Monday for me and was told that the issue was with Republic. She called Republic and this time was told that the issue was that I needed to install a Boost sim and that they would reship one to the correct address. It arrived 09/14 and I tried to log in following the instructions on the packet, which didn't work. On 09/16 I called them from my sister's again and this time was told that they had deactivated my account and would send me a confirmation email when it was reactivated the next day. It has been 4 days and no email, and I have not had phone service in almost 2 weeks despite having paid for both services, and I have no way of contacting them. I just want phone service and a refund if I have to buy a new phone in order to transfer my service out.
Business Response
Date: 09/27/2023
September 27, 2023

***************************
***********************************. 330TD
****************, ** 80919

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

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

On September 20, 2023, we received your complaint, dated September 20, 2023, filed with the Better Business Bureau.

You said you attempted to port your Republic Wireless phone number to a new wireless carrier, as you did not wish to be migrated to Boost Infinite. You requested that we facilitate the port out of your phone number or provide you with a new phone.

Please note that the ********************************* (FCC)regulates phone number portability and ************ strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer,they must provide pertinent billing information regarding the account where the number is being ported from. This information may include but is not limited to account number, account holder's name, phone number, five-digit ZIP code,passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.

Our records show that your Republic Wireless service line was disconnected prior to the port out of your phone number. It is required that the source account remains active throughout the porting process, or else the port will not be approved. We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *********************
Customer Answer
Date: 10/04/2023

Complaint: 20629419

I am rejecting this response because: The company's response acknowledged the desired settlement and that they had disconnected service (which was not communicated to me by their representatives as being the issue until I had already been without service for almost two weeks and had contacted and spoke to their representatives multiple times), but did not offer a resolution. Due to the delay in communication from the company and lack of resolution with service, I had to purchase a new phone shortly before the response from the business was received and in reference to the settlement that was stated in my original complaint, request that I be compensated financially for this purchase as I would not have had to make it had it not been for the actions of the company Republic Wireless/Boost Infinite.

Sincerely,

***********************
Initial Complaint
Date:09/19/2023
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 am an original Boost Infinite customer and when I signed up the plan at the time was Early Access Unlimited. I didn't port my main number to this line since as a new carrier I didn't want to experience issues or worry about losing the number I've had forever so I brought over another number to test out the service and give feedback. Although there were service issues, they were worked out but also at the time Boost Infinite did not allow family plans so I created a new account for my spouse while I waited it out. Now I'm wanting to bring my number over and this plan is no longer available even though I'm grandfathered in and on other carriers they allow customers to add lines to their grandfathered plans. It's problematic since I need hotspot to work and my family lives overseas so I need the ability to call internationally which were features included in the grandfathered plan but not in the new plan. Since this is a secondary # I don't need unlimited data so I even proposed if I could just replace my number on the Boost Infinite Early Access plan with a ported in number and I can port this secondary phone onto a prepaid plan with limited data. This can be done on other carriers but not at Boost. This is simply unacceptable since I was told in the beginning that this feature would be coming. It's been a year. I'm now stuck paying for so many phone bills, my main one, my spouse's on Boost Infinite, my Boost Infinite, and my kids. It should be easy to do both these basic tasks that every other postpaid carrier offers, and I'm asking for just 1. I've been a customer since the beginning, received no OG swag or anything and have fully paid. This should not be complicated.
Business Response
Date: 09/25/2023
September 20, 2023

*****************
*****, ** 19901

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

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

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

You stated that you were an original Boost Infinite customer and signed up at a time where they were offering Early Access Unlimited; however, you did not port your main number over, as you wanted to try the service first. You indicated now that you are wanting to port over the number, but you are unable to get the Early Access Unlimited plan. You said that you require this plan due to the included international features. You also requested that this plan be available for your second line.

In order to qualify for the Early Access Infinite Unlimited plan, the line would have had to be established prior to April 7,2023.

At this time, you are able to add a second line with the Infinite Unlimited + plan that would give you the international features;however, we are unable to give you the Early Access plan, as this line was also not established prior to April 7, 2023.

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

Sincerely,

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

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

                *********************;
Customer Answer
Date: 09/30/2023

Complaint: 20628318

I am rejecting this response because:
First of all I dont need 2 lines. Just 1 the number I need to port in. I understand this plan isnt available anymore but when I signed up. I was told LAST YEAR that the ability to port in another number into Infinite would be coming. This is an option available on the other postpaid carriers. I know that Im on AT&Ts underlying network, I know 100% that AT&T allows this because I use them for a different line. Because its an important feature. Especially as Boost Infinite doesnt allow customers to choose numbers. People who have experience loads of junk calls, many times will pick a number on ****** Voice or similar as thats one of the only places one can do that, see if it gets junk calls and then port it to their existing line. Or if theyve worked at a place for so long and had a company phone but then get let go or retire. They might prefer to keep that number vs the one the had. Hotspot was also never addressed in your response. I need hotspot for work so this is important. Unlimited+ is $50 double the cost of what Im paying now and it doesnt even include hotspot. Which is why I dont understand these plans, they make no sense. Pay double for what, to call international and Smart Network WTF. I know theres add-ons but thats $10 each so $20 again almost the entire cost of my plan. So if Boost Infinite is going to waive the cost of them that would be ok, but Im no way going to be paying extra for the same features.
Sincerely,
*****************
Initial Complaint
Date:09/19/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I previously filed a complaint (BBB complaint # ******** ************ - 2023-08-34236) regarding Boost Mobile. I received a response on August 16, 2023, which I agreed to accept. In the response letter from Boost Mobile, I was told that my "unlock request has been granted. Please allow 72 hours for this process" As of today, September 19, 2023, my phone has yet to be unlocked. I tried contacting Boost Mobile customer service by phone and chat, just like before no one was able to help me. As stated in my first complaint, I would like my phone unlocked and for Boost Mobile to do what they said they would in the response letter. Unlock my phone.
Business Response
Date: 10/16/2023
September 21, 2023

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

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

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

On September 21, 2023, we received your complaint, dated September 19, 2023, filed with the Better Business Bureau.

You stated that you previously requested to have your phone unlocked on August 16, 2023, and you were told to allow up to 72 hours for the process to be completed. However, as of September 19, 2023, you said your phone is still locked.

A review of the account shows that as of today, September 21, 2023, your phone is in an unlocked status.

Please note, unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

Sincerely,

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

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

*****************************
Initial Complaint
Date:09/19/2023
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.
-NEGATIVE STARS. The store manager is a thief! I went today get a new phone and young lady was helping me was great, after she informed me that in order to purchase a iPhone IHAVE TO GET A PHONE CASE AND SCREEN PROTECTER! store manger/ owner says if you can afford and iPhone then you can afford accessories. Thats a very inappropriate business tactic. To the store manager this is truly unethical business tactic. I came in for a new phone phone and couldnt even do that because your store policy
Business Response
Date: 10/16/2023
October 1, 2023

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

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

Dear Ms. *************** September 20, 2023, we received your complaint, dated September 19, 2023, filed with the Better Business Bureau.

You stated that you attempted to obtain a new phone at a Boost Mobile retail location and the store manager told you that upon purchase,you would need to buy a phone case and screen protector. You mentioned that you did not go forward with getting a new phone due to this. You said a store credit would be an acceptable resolution to this issue.

We appreciate your business and regret any inconvenience you may have experienced. While we would like to assist you in a resolution, your service was initiated through a Boost Mobile retail location, which sets its own business policies and procedures as an independent company. As a result, we are unable to provide you a credit for this matter.

Sincerely,

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

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

*****************************
Customer Answer
Date: 10/16/2023

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:09/19/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 9/13/23 I went inside of Boost Mobile store on **** East 10st & spoke with ****** the supposedly store manager about a new phone. When I selected the ******** Stylus 2023 phone I noticed that the phone wasn't in an original new box Areana pulled a small tan box from under the counter & switched my upgrade then was about to hand me the phone she then took it back & said she has to activate the new phone then gave me the phone. This supposedly new phone was already open there's no phone manual to the phone the brightest keeps going out to a dark screen & the phone is saying it's in Tennessee. Now how is this supposedly new phone in Tennessee when I live in ************. On 9/16/23 I called the Boost store & asked for the manager as I preceded to explain the situation the store manager quickly started getting loud in a aggressive manner over the phone once she realized who she was speaking with. I asked several times why is this phone saying it's in Tennessee as well why are you activating the phone when the customer is supposed to activate it she wouldn't answer the question. ****** then asked for my phone number I said why should I answer your question when you refuse to answer mine but I did give her the number then ****** said she wasn't going to help me with an ************ said I'm not the one with the attitude that would be *************************** up on me. But this is supposed to be a store manager being ignorant. After speaking with ******** called Boost corporate explain what's going on the agent tried to help but I was referred to technical support. TS worked with me & got Tennessee off the phone but there's something still wrong with the phone. None of my pictures nor contacts won't show up the phone is becoming frozen & the brightest constantly keeps going out. But this is supposed to be a new *********** supposed to receive a new phone case with the screen protector which I have not received.
Business Response
Date: 10/19/2023
October 3, 2023

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

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

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

On September 27, 2023, we received your complaint, dated September 19, 2023, filed with the Better Business Bureau.

You stated that you purchased a phone at a Boost Mobile retail location, but the device was refurbished. You indicated that the device initially did not recognize your GPS location, but this issue has been corrected.However, it still does not function properly, and you requested a replacement.

Please be advised that all Boost Mobile retail locations are independently owned and operated. As such, all issues related to your in-store transaction must be addressed with the retail location directly. We strive to provide excellent service and we regret that your experience was unfavorable.We appreciate your feedback and your concerns will be utilized to improve our customers' interactions with our agents.

As outlined on our website, pre-owned phones are tested for functionality and gently cleansed. These devices may have visible usage wear and tear. All pre-owned devices can be returned within seven days of purchase for a refund, and all are sold with a 90-day limited warranty. This limited warranty is not an insurance policy, nor does it cover repairs, lost or stolen phones, accident or abuse, or cracked screens. Any device issue that needs to be addressed outside the seven-day satisfaction guarantee period must be done through the warranty provider, Likewize, under provisions of the limited warranty.

Sincerely,

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

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

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

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.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Boost Mobile is NOT a BBB Accredited Business.