Complaints

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

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

• 

  Boost Mobile

  957 Memorial BLvd Picayune, MS 39466

• 

  Team Mobile - Green Springs

  66 Green Springs Hwy Homewood, AL 35209-4902

• 

  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

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:09/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm surprised this company is still in business. Total scam. It is easier to flush money down your toilet. I do not live in the **. The only reason I purchased a sim card from their website is that I was visiting the US for a short trip. That's when my nightmare started.First, when I made the online purchase, after I put in my credit card number and billing address the order was placed already??? There was no place on the website to put in a shipping address or to indicate the shipping address was different from billing. You realize not everyone's at their billing address right? I called the customer team immediately. Not helpful at all. I was told they couldn't do anything because the order was already placed (seconds ago). The only way to change the shipping address was to wait for the order to be shipped, then call *** and tell them to change the shipping address??? Like why can't you talk to your courier partner? Why is it the responsibility on the customer? Why would *** listen to me? How can I do this when I'm on an international flight?Not surprisingly, I never received the sim card because it was shipped to the wrong address. At least I was told if I never activated my sim card I would not be charged in the future. Fine. It is a one-time purchase and I should just treat it as money I flushed down the toilet. But that was a lie! A month later they charged me again! Way after I returned from my US trip. I called to ask why, and was told that when I purchased the sim card (that I never received), which should in any way be a one-time thing, they put me on autopay! Without informing me in any kind! I am on autopay for something I never received, never used and was told I was done with. That's when the real nightmare started. I called back multiple times trying to close the account and request a refund. Every time I called, I was asked what my "Boost phone number" is. I never had one! Because I never activated the sim! I had to explain the whole story every time I call, then the customer service person would be like, without a phone number we cannot look up your information and cannot help you. Excuse me?? Without that "phone number" I never received, I could not manage my account on the website at all. They are making this especially difficult for people overseas because they block foreign IPs. None of the customer service people could help me, until the last person I spoke to kindly helped me raise a request to process the refund. Then guess what? The refund ticket was closed in a few days and I never got my refund! Now I have to deal with this scam company forever for an account I do not have access to, who keeps stealing my money for some service I never used and will not get a chance to use at all. All because I made a mistake of purchasing a sim card on their website thinking this would make my US trip easier.I'm surprised this business keeps doing such unlawful practices but never gets investigated. How can any business keep charging customers (and repeatedly) without their permission? And when customers tried to find a solution, you don't give any other answer than "there is nothing I can do because the system doesn't let me." I'm sure there are millions of me out there who suffer high psychological stress from this BS company.

  Business Response

  Date: 10/10/2023

  September 21, 2023
  
  
  ***************************
  ************************************ 28
  ***************, ** 22901
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On September 18, 2023, we received your complaint, dated September 13, 2023, filed with the Better Business Bureau.
  
  You stated that you were not able to enter your shipping address, causing your SIM card to be sent to your billing address. You said you were advised that Boost Mobile was unable to change the shipping address associated with your order. You then stated that you were charged for a second month of service without your authorization. You requested that we no longer take payments for service without authorization.
  
  When making a purchase online, you must uncheck the box labeled shipping address is same as billing address", at which point, you will be prompted to enter your shipping address.
  
  Please note that once orders have been relayed to our fulfillment partner, we are unable to change shipment details. 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' experience.
  
  After a review of your account, the service plan that you selected was a special promotional offer that provided a monthly rate of $25.00.However, this offer was contingent upon autopay being active on the account.Additionally, it is advised at checkout that your SIM will be automatically activated two to three days after the order. Once activated, you authorize Boost Mobile to charge your card or PayPal account to automatically pay your monthly total fee plus any additional taxes and surcharges. As your second monthly payment for service was collected via autopay, Boost Mobile maintains that the charge for service and the method by which it was collected remain valid.
  
  Our records show that the autopay service is no longer active and your account has been scheduled for disconnection on October 3,2023.
  
  Sincerely,
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************, #***
                  ******,** *****

  Customer Answer

  Date: 10/18/2023

  Dear *******************************,
  
  I hope this email finds you well. I am writing to follow up on my recent BBB Complaint #************, under the reference number *************. This is in response to the BBB Complaint ID ********
  
  In your response to my complaint, you mentioned the possibility of entering a shipping address by unchecking the "shipping address is the same as billing address" option. However, I would like to clarify that this option was NOT available during the purchase process on your official website. There was no way for me to input a separate shipping address. I am quite familiar with the standard online shopping procedure and the differences between billing and shipping addresses. I would have certainly taken advantage of this feature had it been available.
  
  Due to the absence of this option, I proceeded to the next page after providing my billing information, assuming that I would be prompted to enter a shipping address on the following page. However, to my surprise, the order was submitted without providing me with an opportunity to specify a shipping address. I immediately contacted your customer support, but I was informed that the shipping address could not be modified, even though it had only been a matter of seconds since the order was placed. This response seemed unusual for any type of online purchases, as I had expected that the order would not have been transmitted to your fulfillment partner within such a brief timeframe.
  
  As a result of this situation, I requested that the order be canceled, and I also asked for my account to be deactivated since I had no way of receiving the *** card without the right shipping address. Your customer support assured me that if I never received the sim card or activated the sim card, my account would remain inactive, and no additional charges would be incurred. This stands in contrast to the information you provided in your response, which stated, "Additionally, it is advised at checkout that your *** will be automatically activated two to three days after the order. Once activated, you authorize Boost Mobile to charge your card or PayPal account to automatically pay your monthly total fee plus any additional taxes and surcharges." I can confirm that at checkout, there was no such advisory regarding automatic activation, nor was there any mention of being enrolled in autopay.
  
  Since I never received the *** card and was unable to activate it due to the circumstances outlined above, I could not even create an account to manage it or remove autopay settings. To resolve this issue, I reached out to your customer service on multiple occasions, on August 3, September 5, and September 15, respectively. I have a reference ticket number for the last interaction, which is *******. During each conversation with your customer support team, I was consistently informed that my account was inactive, and there was no usage history, as the *** card had never been activated. Despite this, I was charged twice for an inactive account.
  
  During my last conversation with your customer service team, they recommended that I seek a refund for this inactive service by raising the issue with my bank. I questioned why I could not resolve this matter directly through Boost customer service and was told that raising a dispute with my bank would ensure that the financial team would review the case. I was ensured that I would be granted a refund if it was confirmed that there was no usage or activity history on my account.
  
  I kindly request that Boost Mobile, as a business, address this situation in a manner that is fair and equitable to its customers. I believe that I have been charged for a service that I did not receive due to a system limitation beyond my control. It is my hope that you will work with me to find a resolution that is in line with the high standards that Boost Mobile sets for itself.
  
  Thank you for your prompt attention to this matter. I look forward to your response and a swift resolution.
  
  Sincerely,
  ***********************

• Initial Complaint

  Date:09/13/2023

  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 online on boostmobile.com and ordered a iPhone which was $257 I went ahead and placed my order which was abruptly declined for what ever reason then instantly $257 was took from my account. I called both boost mobile and my bank which neither gave any help what so ever boost acted as if they couldnt just look up my purchase by my name and email or phone number they basically said wait and theyll reverse it up 20 days which they shouldnt have took my money because the purchase declined so Im out of $257 and no phone

  Business Response

  Date: 10/10/2023

  September 18, 2023
  
  
  
  *************************
  300 *********.
  *******, ** 29574
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ************:
  
  On September 18, 2023, we received your complaint, dated September 13, 2023, filed with the Better Business Bureau.
  
  You stated that you attempted to purchase a phone from Boost Mobile, but the purchase was canceled. However, you stated that you were still charged for the phone. You requested that we refund your purchase price of $257.00.
  
  After a review of your account, our records show that this transaction was canceled by our *************** team. Please contact them at **************************** for more information.
  
  The pending funds will be returned to your account within seven to ten business days.
  
  We regret any inconvenience that this may have caused.
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:09/13/2023

  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 need to receive the *** card that Republic Wireless told me they were sending to me. Republic Wireless is discontinuing service and for me to activate with new provider, I need the *** card from Republic Wireless. Despite multiple calls, and promises from Republic Wireless, weeks later I still do not have the new *** card, and I am stuck without it. I cannot use my phone since the *** card is not activated with new provider. Please send *** card. Please.

  Business Response

  Date: 09/20/2023

  September 20, 2023
  
  
  
  ****************
  ***********************************************************************;
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On September 13, 2023, we received your complaint,dated September 13, 2023, filed with the Better Business Bureau.
  
  You stated that you need a new SIM card to activate your service after it was migrated over from Republic Wireless, but you have not received one yet. You requested that we provide a replacement SIM card.
  
  A review of your account shows that your SIM card was swapped on September 15, 2023, and you are consuming Boost Infinite network resources as expected.
  
  Please contact me directly at ************************* if you have any further issues with the activation of your service.
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  ***************************************************************** / ******* Better Business Bureau
                  *********************************************;
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:09/13/2023

  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.

  August 15, 2023 I filed a case against BOOST mobile on PayPal to receive a refund for a *** card that wouldnt work. Went this route because support told me they offer me a refund after waiting an hour to try again with a E-sim instead. I dont think its fair to do that when I got a *** instead and I shouldnt have to wait. If I request a refund, I think that is fair something that I was told would work upon arrival. August 21st I had to escalate the problem to PayPal because BOOST wasnt responding and I was getting upset because at this point the *** card still wasnt working. I even tried it in other unlocked phones that I had and it wouldnt work in them either. September 13th As of today BOOST mobile has agreed to do a refund however I have to pay for postage to send it back with original packaging. I dont think it is right that I have to pay for postage on a broken *** card that was sent to me and if I did send it back they would just get the nano *** card due to me not have the other packaging. I was told by support that sometimes a *** card will take a while to work. I just want my full refund and should not have to send a broken item back because off of a sudden you decided you want to respond now to my refund.

  Business Response

  Date: 10/10/2023

  October 4, 2023
  
  
  
  *****************************
  ** 30034
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ************:
  
  On September 18, 2023, we received your complaint, dated September 13, 2023, filed with the Better Business Bureau.
  
  You stated that you purchased a *** card from Boost Mobile that did not work. You indicated that while you requested a refund, you were told to return the *** card at your expense. You requested a refund.
  
  We have submitted a refund of $11.63 to your PayPal account for the cost of the *** card. Please allow up to five business days for processing.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  

• Initial Complaint

  Date:09/12/2023

  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 have been a customer with ******************** since they launched, and have enjoyed the service with minimal issues over the years. This changed in early August of 2023 when they began transitioning to Boost Infinite, upon which time I began having major issues with the service. It started with data not working at all, as well as some strange SMS issues such as being able to send messages while not receiving them until connected to a wifi network. Also phone calls would sometimes not connect with no pattern to the outage.Now its been a month and I have not had access to cellular data at all. Zero. Troubleshooting has not been helpful, and has indeed seemed to do harm in some cases. The amount of time I have spent and wasted trying to get this resolved has been incredibly frustrating. I have factory reset my phone, received a new sim card (which I was then later told caused more problems for the "transition") , and received numerous reassurances that the deadline for service restarting was only a few days away.The deadline started being August 24th, then August 26th, then September 1st, then "in a few days." I dont know whether its lack of information, genuine tech issues, or being lied to, but I am fed up. It is now the 12th of September and there is no end in sight. The default response seems to be sorry sir we understand your frustration, however after 30 days that is not acceptable anymore.I asked for credit to the account and was immediately denied by several of the 7 or 8 customer service specialists I have spoken to in the last month. I was finally able to receive credit for one month after speaking to a more helpful representative. As a business owner my time is valuable to me and in any other case I would bill a client hundreds if not thousands of dollars for the wasted time and effort. How is it legal, and how can they call themselves a service provider, when I effectively don't have a working phone for 30 days.

  Business Response

  Date: 09/20/2023

  September 20, 2023
  
  
  
  *************************
  *********************************************
  *******, ** 48912
  
  Re:          BBB Complaint #********
                  A00386886 - *************
  
  Dear *************************:
  
  On September 13, 2023, we received your complaint, dated September 12, 2023, filed with the Better Business Bureau.
  
  You stated that you have been a customer of ******************** since they launched, and that recently Republic Wireless is transitioning to Boost Infinite. You said you have not had any working data and some text message issues. You mentioned you received a credit for one month,but you are expecting these service issues to be resolved. You requested assistance with your account
  
  ******************** is transitioning to Boost Infinite;therefore, all Republic customers are being migrated to the Boost Infinite platform.
  
  Our records indicate your account has been added to our open-incident list that is actively being worked by our Technical Operations Team.However, at this time, there is no estimated date on when a fix will be implemented. We apologize for any inconvenience.
  
  When updates become available, I will personally reach out and advised you of the update and/or progress being made.
  
  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
  
                  *********************;

• Initial Complaint

  Date:09/12/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into Boost Mobile to get a upgrade to my iPhone* I talked to the ************* who was in charge* I told him that I wanted a new phone* We talked & made a decision on a iPhone 12 * He told me to find one I liked & when I told him I wanted the Blue iPhone 12 , he said take the red iPhone 12 that he picked * So I wound up with a red iPhone 12 instead of the Blue iPhone 12 that I wanted * About 2 hours latter I was on my way ******** am paralyzed from the waist down and when I want to charge the phone for some reason it took a very long time so I took it off the charger and I opened it up to the battery and the battery was only 88% which was the max * So that means that he gave me a used iPhone 12 ! *** also said in settings that the phone has a unknown part * The next day while talking to my Mom it got really hot after 10 minutes so it fell on my lap in my wheelchair ?? & it just broke in the front & back * I had a blanket on my lap* I just called the store & talked to ************* * He told me to come on a *********** would take care of this * Instead of letting me come back the same day I called him * He said come in on Monday* & Monday made it 6 days of me having this phone that I brought on July 11 2023 between 4 & 6 pm that afternoon * When I went on Monday, ************** did absolutely nothing for ****** gave him the iPhone I had also the day I brought the iPhone 12 * Also I paid my phone bill but he never took care of the bill which I was charged the next day again for the same phone * Its on auto pay at Boost Mobile * Can you please help me with this matter BBB & help me get a new phone or my money back please ? Also if I wanted a used phone I could have gotten one much cheaper** Also, while I was inside of the store, a man came in and ***** knew him because he brought in a bag of cell phones without box They were in Ziploc bags, so it was the same exact day I got the iPhone12* & the 2ed time I went the same man returned again* Sincerely, ***************************

  Business Response

  Date: 10/16/2023

  October 3, 2023
  
  
  
  Mr. ***************************
  ***********************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On September 20, 2023, we received your complaint, dated September 12, 2023, filed with the Better Business Bureau.
  
  You said you went to a Boost Mobile store to upgrade your phone and you ended up with a red iPhone 12 versus the blue iPhone 12 that you wanted. You stated that once you got home, you realized the battery would not fully charge and the following day, the phone dropped in your lap due to being hot and the screen cracked. You said the store would not replace the phone. You claim that when you purchased the phone, you also made a payment for your bill that did not post to your account. You requested a refund for the device, as you claim it is not a new phone.
  
  Boost Mobile stores are independently owned and operated,and as such, they maintain their own phone inventory and set their own return and exchange policies. As this device was purchased from a Boost Mobile store, you would need to work with the store directly for a replacement or you can contact the manufacturer for a device replacement under the warranty.
  
  Our records do not indicate any payment was received from you via the Boost Mobile store in July 2023. If you have a receipt indicating otherwise, please visit the store so the payment can be applied correctly to your account.
  
  We strive to provide excellent customer service and 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
  
                  *********************

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Boost mobiule ran a fake scam ad on ******** claiming a 10/month offer for cell service. I ordered the service and paid but it never worked. My number was given to boost mobile and after only two hours they disconnected my service without warning saying they needed to send me a new sim card. Boost mobile has since sent me 5 sim cards in the mail each time telling me the sim cards do not work and i need to purchase a more expensive service. Boost mobile has held on to my phone number for about 25 days without letting me acces it. I have called boos mobile ************************************************************************************************************************************************************** purchase a more expensive plan (this is an illegal bait and switch). Upon contacting boost mobile through ********, they acknowledged that I must buy a more expensive plan and when i posted about this fraud Boost mobile blocked my account in order to protect boost and continue to fraudulently decieve more customers. To hold my number hostage to make me buy another plan is not only bad business practice, but illegal. Every time I ask for a supervisor at boost mobile I am hung up on.I have lost hundreds of dollars because boost wont let me use my phone number and worse am not able to get in touch with my children or elderly mother who live in another stATE.When i told the boost mobilre rep this they just said to bad.For two weeks i asked for a refund aonly to be denied and now I'm told I will not get a refund or telephone service.Boost mobile is disgusting and a bad company for this.

  Business Response

  Date: 10/06/2023

  September 16, 2023
   
  
  
  *****************************
  *************************************************
    
  Re:BBB Complaint #********
  988921385860 - *************
  
  Dear ********************:
  
  On September 14, 2023, we received your complaint, dated September 11, 2023, filed with the Better Business Bureau.
  
  You said that you signed up with a ten-month plan, but you were unable to get your service to work despite calling several times and going through hours of troubleshooting. You indicated you were sent several SIM cards that did not work, and now we are holding your phone number hostage. You requested assistance. 
  
  Our records indicate that your phone number was never activated on the Boost Mobile network; as such, you need to contact your previous provider for your porting information. 
  
  Your account reflects that it was set up under the $10.00 Unlimited Talk & Text + 2GB 5G/4G Data monthly plan and not a ten-month plan, as you indicated. A refund of $11.53 was provided to you on September 12, 2023. 
  
  We respectfully decline your request for any further refund, as one has already been provided. 
  
  We strive to provide excellent customer service and 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: 10/06/2023

   
  Complaint: 20589258
  
  I am rejecting this response because: my number had been successfully ported to boost mobile in September.  I have legal documents from t-mobile and every representative from boost told me also. Boost held my number hostage for over a month to try and bait and switch me to a more expensive plan. Boost sent me no less that SIX sim cards in the mail, forced me to create several different accounts, sent me to three boost stores who all not only told me my number was ported to boost but showed me their computer to confirm. I have lost thousands of dollars while boost mobile held my number hostage, I couldn't speak to my dying mother. And I use this number for business.  Boost mobile never even tried to contact me to resolve the problem and to respond to this complaint almost a month later shows that boost mobile doesn't care about its customers and just want to make money off of poor black people 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/11/2023

  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 have been a loyal customer of ******************** for close to if not more than 10 years. While I've had a mostly satisfactory relationship with the company, I have recently faced issues that have significantly undermined my trust in their services.Unauthorized Change of Phone Number: My phone number was changed without my permission or prior notice. This abrupt change disrupted both my personal and professional communications and raises alarming questions about the security and privacy of my account.Previous number: ************ New number: ************ Restrictive Phone-Locking Policy: I recently purchased a new phone from Boost Mobile on 8/20/2023 for $855.99 (MSRP $799) with the understanding I could switch to another provider. However, I was later informed I must keep the phone on Boost Mobile for a year due to a "discount" I was given on the price of the phone.Number Transfer Difficulties with T-Mobile: To add, I am encountering difficulties transferring my original number to T-Mobile. Though my number is out of service, T-Mobile receives a message stating it's not available.I've made multiple attempts to resolve these issues through Boost Mobile's customer service, all in vain. These experiences are causing me considerable inconvenience and making me reconsider my relationship with Boost Mobile.Thank you for your immediate attention to this matter. I look forward to a swift and fair resolution.

  Business Response

  Date: 10/06/2023

  October 3, 2023
  
  
  
  *****************************
  *****************************************
  ******, ** 30157
   
  Re:BBB Complaint #********
  *************
  
  Dear **************:
  
  On September 14, 2023, we received your complaint, dated September 11, 2023, filed with the Better Business Bureau.
  
  You stated that your phone number was changed from ************** to ************** without your authorization. You said you have tried porting the old number to another carrier, but you get a message that the number is not available. You also stated that you purchased a phone recently and asked for it to be unlocked. You requested that you get your old phone number back and that the new device be unlocked.
  
  Our records indicate the device has been unlocked.
  
  When we spoke by phone on October 3, 2023, you confirmed that you have ported the new phone number to another carrier and no longer want to attempt to recover the old phone number.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ********** / ******* Better Business Bureau
  ********************************************************************
  
  *********************
  
  

  Customer Answer

  Date: 10/07/2023

   
  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:09/11/2023

  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 Infinite purchased Republic by Dish cell phone company and is in the process of moving Republic customers to Boost. The problem is I have very limited data left on my phone and they keep delaying switching my number over and not granting me more data as promised to keep my phone active until it is moved over. I need them to provide me enough data to keep my phone active until it is transferred over to Boost.

  Business Response

  Date: 09/19/2023

  September 18, 2023
  
  
  
  ***************************
  ****************************************************************br>********, ** 54487
  
  Re:          BBB Complaint #********
                  ************ / A00332449 - *************
  
  Dear ******************:
  
  On September 12, 2023, we received your complaint, dated September 11, 2023, filed with the Better Business Bureau.
  
  You stated that you were experiencing difficulty migrating your Republic Wireless account to **********************. You had concerns about the delay, as you were running low on data and did not want to run out before your account changed over.
  
  When we spoke on September 15, 2023, I advised you that due to a system issue, we are unable to migrate your account over at this time. I advised you that I opened a ticket with our back-office team who will be able to further assist with the migration process. I told you I would follow up with you once there is an update.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:09/11/2023

  Type:Sales and Advertising 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 had canceled my phone plan prior to my September 11th re-up because I had moved states to alaska. I thought the plan was canceled, I had my phone unlocked by boost, and traded my phone in for a new phone. Fast forward to today 9/11/2023 and I was charged again. I get in contact again and they said no note was left to cancel service. I asked to cancel again and for a refund and they canceled but refused to give a refund.

  Business Response

  Date: 10/06/2023

  September 16, 2023
   
  
  
  ***************************
  *********************************
  *********, ** 99712
    
  Re:BBB Complaint #********
  119888245035 - *************
  
  Dear ********************:
  
  On September 14, 2023, we received your complaint, dated September 11, 2023, filed with the Better Business Bureau.
  
  You said that you canceled your account prior to your September 11, 2023, billing date. You indicated that the same day you received a charge from Boost Mobile and customer care informed you no refund could be provided. You requested a refund. 
  
  The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.
  
  Our records indicate that on September 2, 2023, you requested your device be unlocked. Your account does not reflect any cancelation requests were received prior to September 11, 2023. 
  
  We respectfully decline your request for a refund, as we are unable to validate your claim that you requested your account be disconnected prior to September 11, 2023. 
  
  We strive to provide excellent customer service and 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
  
  *********************;