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

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  Team Mobile - Green Springs

  66 Green Springs Hwy Homewood, AL 35209-4902

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  Boost Mobile

  235 N Tyndall Pkwy Panama City, FL 32404-6433

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  Boost Mobile

  8911B Pensacola Blvd Pensacola, FL 32534-1928

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:07/30/2023

  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 contacted Boost Mobile many times to unlock my phone from the carrier and they always tell me they will do it and to wait 24 hours and one representative told me they contacted higher *** and will take 24hrs and I waited about 2 weeks now and nothing as happened. I just need it unlocked to switch carriers and I am switching because they claim they gave me a refund twice but I checked my bank and they only refunded me once because they messed up on their website charging me but not giving me service so I had to process the payment again and that 2nd payment went thru and I just asked for the refund from the first charge which they obliged and now they are saying they never got the charge for the first time when they clearly did and one representative tried to tell me I got refunded twice until she checked but still didnt resolve the issue.

  Business Response

  Date: 08/25/2023

  August 19, 2023
  
  
  ***********************************
  18529 ******.
  ***********, ** 92316
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On August 1, 2023, we received your complaint, dated July 30, 2023, filed with the Better Business Bureau.
  
  You requested your device be unlocked, but it has not after two weeks. You also expressed frustration with your service being interrupted despite making a payment, causing you to make an extra one.
  
  Boost Mobile will unlock a device under the following circumstances:
  
  ?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
  ?The device has been active on the associated account for at least 12 months
  
  Our records show the devices on the account have been unlocked.
  
  *** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
  
  Our records show you received a refund of $117.00 for your overpayment.
  
  We regret any inconvenience this may have caused.
  
  Sincerely,
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************

• Initial Complaint

  Date:07/29/2023

  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 Boost mobile customer for more than ******. After experiencing multiple issues with their service, I decided to change carriers. I first attempted to switch to ***** After a couple weeks with them my phone number had not changed to my new device. After a lot of frustration and grief, I canceled my service with them. I assumed they were the problem. I then attempted to switch to Mint mobile with the same issue. It turns out, Boost was refusing to release my number. 3 weeks later, they finally released it. I was then told, my phone was locked and that I would have to go to a store to get it unlocked because I had already switched carriers. This process was to take 24 hours. It has now been over 3 days since my first attempt to unlock my phone. Boost claims the phone has been unlocked. My phone status still shows locked. My new carrier is also getting a phone locked code when I contacted them after Boost told me it wasn't their problem. I have been to a Boost store 6 times in the past 3 days. 8 calls have been made to customer service from the store. 3 separate "tickets" have been made with no success. I have been hung up on on 2 of those calls. Each time I am told to wait x amount of time and come back. I have been refused when i asked to talk to a supervisor and they will not contact IT which is who I was told would be working on this issue. The store employees have been sympathetic but unable to help. I have now gone days without a phone. This has prevented me from being able to work. One of the store employees told me I just need to forget about it and buy a new phone. Please believe me when I say, if I could afford it, I would have already done so. I am now seeking legal advice as to how to proceed. I have been treated horribly by customer service. They told me the only way to unlock my phone was to go to a store and they can't do a single thing. I am beyond upset. This is unacceptable!!! My phone is my lifeline. I need to be able to work!

  Business Response

  Date: 08/23/2023

  August 15, 2023
  
  
  
  ***************************
  *********************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On August 1, 2023, we received your correspondence, dated July 29, 2023, filed with the Better Business Bureau.
  
  You stated that you were previously with Boost Mobile for more than five years. Due to issues you experienced with the service, you switched to a new service provider and it took Boost Mobile three weeks to release your number. You also indicated your phones are locked and you have been advised several times tickets were submitted to unlock them. In addition,you expressed dissatisfaction with the customer service you received. You requested your phone be unlocked.
  
  Please note that phone number portability is regulated by the ********************************* (FCC) and Boost Mobile 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 ******'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.
  
  Boost Mobile will unlock a device under the following circumstances:
  
  ?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
  ?The device has been active on the associated account for at least 12 months
  
  Our records indicate that all three lines were ported out on July 26, 2023, and the respective accounts disconnected. The ****s ending in **** and **** were unlocked on July 27, 2023, and the **** ending in **** was unlocked on July 8, 2022.
  
  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).
  
  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
                  ***********************************350
                  ******,** 80210
  
  *********************;

• Initial Complaint

  Date:07/29/2023

  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 went to ******* and I bought my keys to Sim card kits for boost mobile. My kids are 16 and 15 and I need service and I was trying to get them service for their phones. I went to activate the phones last night and they still are not activated, but boost mobile took money out my account, and now I cant get my money back and they keep on telling me that they never took money out of my account. This is fraudulent and I will be getting in contact with the police and my lawyer I would like to be able to get this resolved as soon as possible, or I will go farther , in whatever process steps there is all I want is my money back I have pictures and I also have bank statements that boost Mobile took my money. Please help me. Thank you.

  Business Response

  Date: 08/23/2023

  August 16, 2023
  
  
  
  **************** ************
  ************************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ************:
  
  On August 1, 2023, we received your complaint, dated July 29,2023, filed with the Better Business Bureau.
  
  You stated that you signed up but you were unable to activate the service. You requested a refund.
  
  Our records show that you disputed a payment of $25.34 through your financial institution and the funds were returned to you on August 11, 2023.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  

• Initial Complaint

  Date:07/29/2023

  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 had service with Boost Mobile from 2018-2023. My husband was the account holder and I was the second line. In Februrary 2022 I bought at full price a ******* Galaxy F21 for $423.99. In March of 2023 I left Boost Mobile wireless and went to ******* Wireless. July, 21st 2023 I reached out to Boost Mobile to get said phone unlocked so i could create a new line with *******. For the past 8 days i have been in contact with Boost trying to get this phone unlocked. They keep saying they have a new system and do not have record of me in their system or even see the phone attached to my account. I was told they can't see any history even with my husband, the account holder. They have escalated and created 4 tickets now, 3 of which have been closed because they said they are not able to see anything. I have told them repeatedly i have my receipt and emails showing i had a account and that i purchased said phone. I just want to be able to use what i paid for and should be able to use with any network. The issue has not been resolved. They seem to not even care. Theres no corporate number and the supervisors have not been helpful. Account # ************

  Business Response

  Date: 08/25/2023

  August 1, 2023
  
  
  
  *************************************
  207 *************.
  ************, ** 23602
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On August 1, 2023, we received your complaint, dated July 29, 2023, filed with the Better Business Bureau.
  
  You requested your device be unlocked.
  
  Boost Mobile will unlock a device under the following circumstances:
  
  ?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
  ?The device has been active on the associated account for at least 12 months
  
  Our system indicates that your unlock request has already been granted; please ensure your phone is powered on and the Boost Mobile SIM card is inserted. If your phone requires a Master Subsidy Lock (MSL) PIN, please use **************** when your device instructs you to do so.
  
  MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it.Additionally, unlocking a device may enable some functionality of the device,but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:07/29/2023

  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 ordered extra data on a plan that is supposed to be unlimited data on July 25th it was never added to the data as you can see the original unlimited with high speed of ************************************************************************* limbo I have called customer service everyday since everyone claims to fix the problem it is never fixed now they are telling me that even though the data was never added even though I was never able to use any of the data that it was used up and they are refusing to fix this in any way

  Business Response

  Date: 08/22/2023

  August 15, 2023
  
  
  
  Ms. *********************
  *******************************
  ******, ** 18612
  
  Re:          BBB Complaint #********
                  *************
  
  Dear **************:
  
  On July 31, 2023, we received your complaint, dated July 29,2023, filed with the Better Business Bureau.
  
  You stated that you purchased an add-on data pack on July 25, 2023, but you did not receive the additional data. You requested that you receive the data.
  
  I have sent a request to our back office to review your account for discrepancies in the add-on data pack usage allotments.
  
  Unfortunately, it is not possible to add a data pack to an account without a payment being taken for the data pack.
  
  Our records show that a one-time credit of $13.01 was applied to the account on August 5, 2023. I have applied an additional $15.00 credit to the account, for use against your next monthly payment.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:07/28/2023

  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 ordered a promotional phone off the internet. When it arrived with it's respected sim card, it would not work . I called boost mobile and spoke with people for over a week. They kept saying I had to go to boost mobile in-store and pickup a sim card. I asked is it going to be free. They agreed and said yes. As soon as you pick it up and insert it into your phone and set it up then call us back and your phone will work. Well I went into store and was forced to pay $10. It still does not work when I call back. I asked to speak to a manager and after waiting for him to checkout what's wrong he decided that some old phone number was still attached. That's not my fault the system isn't correct. So I asked if I can get a refund and return everything to forget about boost mobile all together. They start the process and tell me I have to pay for the return of the device. I should not have to pay to return a device they cannot provide service to. I am not returning it because of something on my end like for example the wrong color or preference. I am returning it because they cannot provide service. I am asking for my money spent on a sim card and for a paid return slip to be provided to me so the device can be sent back without charge to me.

  Business Response

  Date: 08/22/2023

  August 21, 2023
  
  
  
  *************************
  PO Box 248
  ****, ** 89503
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On July 31, 2023, we received your complaint, dated July 28,2023, filed with the Better Business Bureau.
  
  You said you ordered a phone, but you could not get it activated. You said you were told you would receive a free replacement SIM card through a Boost Mobile store, but you ultimately had to purchase one. You were also told that you would have to pay to return the device.
  
  A review of our records indicate that a Return Authorization was opened for your device on July 28, 2023, but nothing has been received.
  
  I emailed you at *************************** and provided you a *** return label as a courtesy. Once I receive your device, I will refund your purchase price of $51.72.
  
  I reviewed your calls to us and could not find any instance in which you were advised you would receive a free SIM card from a store. Please note that Boost Mobile stores are independently owned and operated, and Boost Mobile receives no part of accessory sales, so we are unable to provide a refund for this issue.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:07/28/2023

  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.

  Subject: Complaint Against Boost Infinite ******* Service Provider for not providing free 5GB of *************** when its promised on my plan Early Access Infinite UnlimitedDear Sir/Madam,I am writing to file a formal complaint against Boost Infinite *******, regarding their failure to provide the promised free 5GB of hotspot service as advertised in their plan. I have encountered severe dissatisfaction with their hotspot services, and despite multiple attempts and endless calls to resolve the issue by contacting their representatives, no satisfactory resolution has been provided.My account details:Customer Name: ********************************************** Number: ********** As a desperate measure, and in dire need of hotspot service, I reluctantly purchased the $10 Add-ON service plan from them, providing me with 30GB of hotspot data. *************** was only operational for a single month till the time Add-on service was there after the termination of the ADD-ON service they took away my HOTSPOT, further highlighting the deceptive practices adopted by Boost Infinite *******. It appears that they deliberately withheld the promised free 5GB hotspot service from my account, forcing me to spend additional funds on a service I was initially entitled to receive for free. This also causes tremendous loss of my work when I need to travel.This not only wasted my valuable time but has also cost me extra money. Their failure to honor their commitment and deliver the promised service reflects a breach of trust and mismanagement of customer expectations.I am reaching out to the Better Business Bureau to request your intervention in this matter. I seek appropriate redressal from Boost Infinite *******, including the provision of the promised free 5GB hotspot service, a refund for the unnecessary $10 plan I purchased due to their lack of support I look forward to a swift resolution to this matter.

  Business Response

  Date: 08/02/2023

  August 1, 2023
  
  
  
  *************************************
  *********************************** *****************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On July 31, 2023, we received your complaint, dated July 28,2023, filed with the Better Business Bureau.
  
  You said you are not receiving the 5 GB of hotspot that are included in the Early Access Infinite Unlimited plan. In addition to the 5 GB of hotspot, you requested compensation.
  
  When we spoke on August 1, 2023, I explained that our back office technical support team is still working on a solution. I offered a one-time $30.00 credit adjustment while advising that I would keep in contact with you with updates, which you accepted.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalations Team
  DISH Wireless, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20392330
  
  I am rejecting this response because: Since they are still working to resolve my issue, I want this BBB complaint open unless complete resolution is provided which is to restore the 5GB Hotspot and not just one time credit

  I will wait for their response once this issue is resolved on which they are supposedly working on.

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/15/2023

  August 14, 2023
  
  
  
  *************************************
  *********************************** *****************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On August 12, 2023, we received your rebuttal, dated August 11, 2023, filed with the Better Business Bureau.
  
  You rejected our response and said you will keep the complaint open until the 5G hotspot feature is restored.
  
  When we spoke on August 11, 2023, I assured you that we are actively working on restoring this feature, and I will contact you once I receive an update.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalations Team
  DISH Wireless, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *****************************
  
  

  Customer Answer

  Date: 08/26/2023

  As per their last communication with me it seems the *************** has been restored to my mobile phone for my Lifetime Early Access Infinite Unlimited Boost Infinite Plan 

  I will keep on using *************** to see if i face any issues 

  But as of now resolution has been provided to me as per my satisfaction 

  Please close the case and ill let you know if I face any issues 

• Initial Complaint

  Date:07/28/2023

  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 purchased a moto Edge+ 2022 phone ($199.99) with a $25 wireless plan from Boost Mobile online store with my Citi credit card for a total charge of $245.61 on 04/09/2023 (Order No.: 2736-181626-7873). When I received the phone, I noticed that the seal label of the phone retail box was broken so I suspected the phone was not brand new. I contacted Boost Mobile to request the return of the phone for the refund of $218.99 (wireless plan is not refundable), and received the email for the return authorization number (RA-2736-338966-3177) and returning instructions. I mailed the phone back with ************************** on 04/17/2023 in accordance with Boost Mobile's returning terms and conditions. The phone was delivered to the return center on 04/19/2023 according to **** tracking records (**** Tracking No.: **********************). I have all the documents for the proof of my returned phone. They include the **** mail tracking record showing the phone was delivered to the mailroom of Boost Mobile return center on 04/19/2023, a copy of **** Priority Mail label showing the shipping date and the address of Boot Mobile return center, a video clip of the packing for the shipment of the retuned phone, and an Email from Boost Mobile customer service for returning instructions showing the return authorization number and the address of Boot Mobile return center.Since then, I contacted Boost Mobile several times and asked for a refund of $218.99 for my returned phone. However, they tried all the dirty tricks not to send me the refund even though they acknowledged that they received the phone back. For an example, I was given "Ticket Number" for the issue twice when I contacted them, then got the email says "your request is now closed", but without refund. It's been more than 3 months since I return the phone and I still have not received the refund. I really feel frustrated and helpless. Please help me to resolve this issue. Thanks!

  Business Response

  Date: 08/23/2023

  August 22, 2023
  
  
  
  *********************
  ************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Mr. ************* July 31, 2023, we received your complaint, dated July 28,2023, filed with the Better Business Bureau.
  
  You said you purchased a phone from boostmobile.com and returned it after determining it was refurbished, but you have not received a refund. You also provided the **** Tracking history, which shows the package was delivered to the **********, ** location on April 19, 2023, at 8:58 am.
  
  On August 22, 2023, I attempted to contact you at the phone number and email address we have on file. In both my voice message and email, I informed you that we were able to locate the order and verified the phone was received at our receiving facility in **************; therefore, a refund of $245.61 will be issued. Please allow up to 20 business days for processing.
  
  We apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *****************************

• Initial Complaint

  Date:07/28/2023

  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 purchased a phone from boost mobile online 07/12/23 and was delivered 07/14/23. I have not yet til this day been able to use the phone. I e called over 20 times since the phone been delivered only for agents to be rude, give misleading info and not able to activate phone. Every-time Ive called they tell me to provide the *** card and imei number which I do, they get off the phone only for the phone to not help. After pleading and begging to speak to a supervisor I finally got one last week. Only got her ti day she cant assist and I could only return the phone for a refund. I asked to speak to tech team, she transferred me and he wasnt able ti help. He said the iccid and is not registering correctly (which means the error is in there end). He goes to state if the phone does not work within 24 hours to call back and they will transfer me to the tech team. I called Monday and was not able to speak to anyone. At this point no one wants to help with a faulty device that I purchased from Them. We call the today 07/28 to request a label so we can hopefully reorder a new phone like the supervisor told me, only for them to say its last 10 days and we can get a refund. Please assist as we are stuck with a device my daughter got for her birthday and cant use. Also paying a bill and not using the service. Weve been with the company since 2019 only to get treated like trash, the agents hang up in our face when theyve ran out of things to tell us.

  Business Response

  Date: 08/22/2023

  August 21, 2023
  
  
  
  Ms. ********************
  ********************************************************
  **********, ** *****
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On July 31, 2023, we received your correspondence, dated July 28, 2023, filed with the Better Business Bureau.
  
  You said that on July 12, 2023, you purchased a phone online, but you have been unable to activate the service line. You attempted to return the phone, but we refused as it is beyond the ten-day return period.
  
  When we spoke on August 21, 2023, I confirmed that our standard return policy is ten days; however, as an exception, you may return the phone to our corporate office. Once it is received in an acceptable condition, I will request a $216.49 refund for the purchase price.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
  *****************************

• Initial Complaint

  Date:07/28/2023

  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 May 25, 2023, my wife and I were told we had to buy a $40 per line plan because we were buying new phones from Boost, but we could call Boost support and downgrade anytime after the first month. The phone bills due date is approaching, so I called Boost support to downgrade the line as Pria had instructed. Boost said this was something the store had to do. Frustrated, but not surprised given the experience so far, I headed over to the store.This is the third rep from this store Ive interacted with (different person every time), and he tells me he cant downgrade my line because our plan had multiple lines, but if it was a single line we could have done the $25 per month. This isnt something that just changed either. Then he said he can have Boost support do it. He calls Boost support on speaker and again, Boost support says its something the store must do. He still cant do it though.So, in short, we were purposefully misled to buy a higher plan than we wanted and essentially locked in at that rate unless I want to take the loss on the activation fee and go to another provider on principle and hope that I bring our new phones with me. I cannot be refunded anything either. The reps seems to have no idea about even the simplest of things youd think a cell phone store worker would know, like what case fits what phone. Pria, at least, didnt know how to transfer the numbers correctly and despite confirming all the details with her multiple times, insisted it was AT&Ts fault.Either this is a staggering level of incompetence on the workers part or malicious upselling with the promise of lower prices knowing that in the end the customer will be locked in at the higher price or have to take a loss and switch to another provider. The entire process has been a headache from the very beginning, but now that Im essentially locked in to a pricier package, I can only wonder if it wasnt intentional.

  Business Response

  Date: 08/22/2023

  August 15, 2023
  
  
  
  Mr. ***********************
  ***************************************. B
  ************, ** 46224
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ************:
  
  On July 31, 2023, we received your complaint, dated July 28,2023, filed with the Better Business Bureau.
  
  You stated that you were told after your first month you would be able to enroll in a plan for less, but you have been unable to. You requested that we change your plan to the $25.00 per month one or unlock your phones. You also requested a refund of the activation fee you paid in a store.
  
  A review of your account shows that you are currently enrolled in a special offer. Due to account limitations, we are currently unable to change your plan. We regret any inconvenience that this may cause.
  
  Boost Mobile will unlock a device under the following circumstances:
  
  ?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
  ?The device has been active on the associated account for at least 12 months
  
  As a courtesy, your unlock request has been granted; please allow 72 hours for this to process, and ensure your phones are powered on and the Boost Mobile *** cards inserted.
  
  *** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
  
  Please note that an activation fee may be charged by a Boost Mobile retail location. As these retail locations are independently owned and operated, please reach out to them directly for any issues related to your in-store experience.
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************