Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,973 total complaints in the last 3 years.
- 1,510 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/20/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hi - I became a new Boost Mobile customer on 3/20/23 porting my number that I have had for 9 years because I wanted to save money. At the same time I purchased a new iPhone 12 from Boost. I did not want any interruption in service because I rely on my phone for a lot so I authorized auto-pay with a valid credit card as you would expect. On 5/13/23 I received a text from Boost congratulating me on my purchase of a new moto edge phone for $819.76. I called customer support to inquire how this happened, stated that I did NOT authorize this purchase but regardless of how the error happened, it needed to be canceled asap. Boost said they canceled the order.On May 19th the phone arrived to my home. I checked my credit card online and saw I was charged $819.74. I called customer service stating I had not authorized this, called to cancel the order on May 13th, yet still received this phone and asked for guidance. I was told to go to the local boost mobile store to seek help.On May 20th I visited Boost Mobile in ******* ********** and to this date (7/20/23) I still have no resolution. I received conflicting direction on how to return the device so I issued a dispute with my credit card company because of the lack of success working with Boost.Because of the credit card dispute, however, Boost has suspended my service and I have not been able to make or receive calls or texts since June 9th and it's now July 20th. In desperation I asked Boost for solutions and they said I should pay another $819.74 to get my account active and to mail in the phone at my own expense. I received a return authorization #RA ************** and the device arrived at ********************** on July 6th. I agreed to pay the $819.74 because customer service said this would make my line active within 24 hours and i would be refunded once the phone return was processed. This did not work and am still w/o service. Here are the escalation tickets:2044781 ******* ******* ******* Need help!Business Response
Date: 08/14/2023
August 7, 2023
********************************
*************************
*******************, ** 98258
Re: BBB Complaint #********
*************
Dear ******************:
On July 26, 2023, we received your complaint, dated July 20,2023, filed with Better Business Bureau.
You stated that you received a device in May 2023 that you did not order and you found that your payment card had been charged for the device. You said you returned the device and ******************** received it on July 6, 2023. Your service was then interrupted and you had to make additional payments to restore the service. You requested that the billing on the account be corrected.
Our records indicate that all billing issues on your account have now been resolved. A refund for the device return was processed on July 10, 2023. The payments made to restore the service resulted in an overpayment of $480.20.Refunds totaling $480.20 were processed on August 3, 2023. Please allow up to 19 business days for processing.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
**************************************************************** / ******* Better Business Bureau
*************************************350
******, ** 80210
*********************Customer Answer
Date: 08/14/2023
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:07/20/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
ACCOUNT NUMBER: ************ I have the $15 Unlimited *********** 5GB 5G/4G DATA which I knew would be perfect for me ESPECIALLY because the web site states..*After monthly data allotment is exceeded, speeds may be reduced for the remainder of the month. Hotspot usage draws from monthly data allotment. Learn More It goes into better detail under the Learn More link which I have provided you with a screen shot of that web page for you So, on or about the 17th of this month, due to know one fault but my own, I had inadvertently forgotten to turn my wi-fi on when I got to work and since I do a lot of video streaming I quickly used up the 5GB off data that my plan comes with. I didnt worry about it because I knew that I would still have a data connection (a very slow one) but a data connection nonetheless. So, on my way home, I noticed that I couldnt pull up my email or any other website for that matter. So once I got home, I contacted customer service via the online chat and explained the situation. I was told that my data was cutoff because i used up my 5 gigs of allowed data. I explained that my data should not have cut off completely, it should have been reduced to a very low speed like their website states. She told me to hang on for a second while she checked on that for me. She came back stating that she was told that the reduced data speed thing is ONLY for the $25 unlimited plan and that if your $15 plan, you lose your data connection altogether if you exceed your allowed data amount. I explained to her that thats NOT what the web site states at all and even copied and pasted the statement verbatim to her and she did nothing about it. She pretty much just threw her hands up in the air and she was sorry but that there was nothing she could do. To me, thats false advertising and Ive been without a data connection ever since! This company needs to honor what they state on their website!!Business Response
Date: 08/14/2023
August 7, 2023
***************************
2010 *******.
*******, ** 79423
Re: BBB Complaint #********
*************
Dear **************:
On July 26, 2023, we received your complaint, dated July 20,2023, filed with Better Business Bureau.
You stated that you subscribe to the $15.00 Unlimited Talk & Text with 5 GB of 5G/4G data. You said you accidentally used up all your data for July 2023, and you found that you had no access to data. You mentioned that our website states that when you use all your 5G/4G data, your speeds will be reduced until the next billing cycle. You stated that this was false advertising, and you requested a billing adjustment.
The footnote with the asterisk that you referred to applies only to plans that have unlimited mobile data. Unlimited plans will have an asterisk after the listed unlimited data allotment. The plan that you have does not have an asterisk after the data allotment, and therefore the footnote does not apply to your plan.
A billing adjustment is not warranted in this case.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 08/14/2023
NOWHERE IN THAT FOOT NOTE DOES IT STATE THAT THAT IS ONLY FOR THE UNLIMITED PLAN!!
Complaint: 20348746
I am rejecting this response because:
Sincerely,
***********************Customer Answer
Date: 08/22/2023
I want to know how you can be satisfied with the businesses response when what they responded with is CLEARLY not stated on their website! Their websites states one thing but they did another?Initial Complaint
Date:07/19/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/16/2023 I attempted to purchase an iPhone 12 Pro from Boost Mobile as I have been a long time customer of originally virgin ********************** and now Boost Mobile since they bought out virgin. When I submitted the original attempt to purchase on my **** card I received an error saying the transaction was unable to be completed. I then proceeded to attempt to use PayPal to purchase the phone hoping for a better result. That seemed to work to purchase the phone however I received no confirmation email for the purchase causing me some concern. I called Boost Mobiles customer service on 7/18/2023 to check and ensure that I would receive a phone with my payment. I was told by two separate representatives that only the PayPal transaction occurred and that I would not be receiving the phone I purchased because the transaction didnt process properly meaning that the PayPal transaction was applied to a prepaid bill instead of for a purchase on a phone. I was told that the **** transaction did not occur (even though it was taken out of my bank account) and that only the PayPal transaction occurred and Boost mobile had no way to refund this since I used PayPal. At this point I would solely like a refund of these two transactions and to be able to have that money that has been taken twice out of two separate accounts back. I have attached screenshots of the two separate transactions that occurred on two separate cards showing that I have been charged twice. I was told during my two calls with two separate boost mobile representatives on 7/19/2023 that I will not be receiving any refunds or a phone.Business Response
Date: 08/14/2023
August 3, 2023
***********************************
***********************************
********, ** 37363
Re: BBB Complaint #********
************ - *************
Dear ********************:
On July 25, 2023, we received your complaint, date July 19,2023, filed with the Better Business Bureau.
You said that you attempted to purchase a phone through boostmobile.com, but the transaction could not be completed. You then tried through PayPal and instead of purchasing the phone, it posted to the account as a payment. When you called in about a refund, you were told you would neither receive a refund nor the phone.
You and I communicated via email on August 2, 2023. I informed you that, if it were not possible to process the purchase with the funds already in your account, a refund would be issued. Nevertheless, the promotional price of the phone will be honored. If a refund is issued, please allow up to 20 business days for processing.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Initial Complaint
Date:07/19/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a brand new phone and service from a company 'Boost Infinite' in late February 2023. Could not active phone upon it arriving because their site was down. Waited days and found out the company experienced a web cyber attack. I waited days until the issue was corrected and called to see if my phone could be activated. The process was not normal and seemed suspicious but phone did get activated. Later, strange things started happened and my email accounts seemed to be hacked. The phone got real hot and seemed to use data without me using the phone. I dug deeper and discovered the phone has prior files from ******* and sprint in the operating system files. Also, files such as 'entitlement' and 'call redirection'. I called carrier that maybe this phone was returned by someone and shipped to me as 'New'. They put me on hold several times and I talked to serveral foreign agents. I was told there is nothing they can do and contact the phone manufacturer on my own and see what they can do. I am charged and extra 10 dollars a month for a 'preowned' phone with security issues. Warning to others: YOUR ACCOUNTS WILL BE COMPROMISED IF YOU BUY THEIR PHONES. I would like an exchange of option to buy a real new phone. If not, I will be changing carriers. Included are shady system files that should not be on brand new phones. Fyi...You can factory reset and these files still persist.Business Response
Date: 07/24/2023
July 24, 2023
Mr. ***********************
*******, ** 60629
Re: BBB Complaint #********
************ -2023-07-31547
Dear ************:
On July 20, 2023, we received your complaint, dated July 19, 2023, filed with the Better Business Bureau.
You said you found suspicious files on your phone. You stated that the device was hot and used more data than it should have.
Please note that devices sold as new by Boost Infinite are new and in-box from the manufacturer. Additionally, we offer a 30-day return window, and as this device was purchased in February 2023, we are unable to accept its return or exchange.
Below are a few steps you can take if you believe your phone has been compromised:
Delete Unknown Apps - If you cannot remember downloading it and do not know what purpose it serves, it is best to be safe and delete it. You will notice these apps running in background despite you never having seen or interacted with them before.
Keep Your Phone Updated - Regular updates will keep the phones defenses up. You want your security system as up to date as possible.
Factory Reset - This should be a last resort. A factory reset will clear ALL your data from the phone and restore it to its original, default settings. Your pictures, settings, and everything else will be erased. In this case, any hacking program will be removed from the phone along with all your files.
Change your Boost Mobile PIN This can be done through your online account or the ********************** Mobile app.
We also recommend that you only download apps whose purpose you know and from known developers.
Regarding your device running hot, we recommend that you contact ******** as that is a device issue and not a service issue.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
*********************************************;
******,** 80210
*********************Initial Complaint
Date:07/19/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went to pay my bill in June with a new credit card. The card previously associated with my account was invalid. I was unable to disassociate the old card from my account without entering a new card. This made me concerned, as I did not want this payee to store my credit card information. I called the company for help, and was told they could not remove my old credit card number without replacing it with a new one. I tried to do this without success in the *** and also on their website. I decided to go to a store (on Waverly Rd in *******) and was charged an extra $4.00 for paying my bill (which was not overdue) in the store. It seems wrong that I cannot choose to pay without having my card stored with this company.Business Response
Date: 08/14/2023
July 29, 2023
*************************
*********************************************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On July 25, 2023, we received your complaint, dated July 19,2023, filed with the Better Business Bureau.
You stated that you were unable to remove the credit card from your account. You also expressed concern with being charged an additional $4.00 when you paid at a store.
The credit/debit card on your account cannot be removed unless you replace it with a new one. However, you may remove the card from AutoPay.
Boost Mobile stores are independently owned and operated; as such, they set their own policies.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Customer Answer
Date: 08/14/2023
Complaint: 20346065
I am rejecting this response because:
The app and website both extend the option of paying bills at service locations. No information is provided to indicate that there might be an additional charge for doing so. Also, when I went to enter a new credit card in the app and on-line, it defaulted to auto-pay and I was not able to deselect it. I had to call the customer service number and wait for an agent to resolve this. This makes me feel slighted and not valued as a customer.
Sincerely,
*********************Initial Complaint
Date:07/19/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 06/05/2023 I tired to activate my boost infinite account with my ******* A10e which the website told me my phone was compatible. After checking the **** number it was not compatible. The sim card failed multiple times so I went to put the old Sim card in and the network would no longer expect it. So on 6/16/2023 I was forced to buy a new phone (******* A03s) and pay an activation fee. I was told I would have to order a new Sim card from boost infinite and start another account with a different email. *********************** Instead of waiting days for the new Sim card I decided to pay for service with boost mobile and switch to boost infinite at the end of the month of service at this time I ask if I need to keep my service on to switch at the end of the month I was told no to let the service run out then switch Sim cards to boost infinite and process this was wrong you must have an activeaccount to bring your number over. So on 7/16/2023 my services elapsed and I went to put the boost infinite Sim card in my new phone (******* A03s) and it still didn't activate. I Call boost infinite and the got boost mobile on the phone 1 representative wouldn't release my pin or account information since my account was suspended. I called multiple times and was lied to over an over again to the point I went back to boost mobile I paid my bill on 7/18/2023 at 6:22 pm it is now 7/19/2023 at 2:36 pm and I still have no service. When I paid my bill at the boost store I was told my service should be on in 5 to 10 mins. This is unacceptable I've paid my Bill and still don't have service. Also 1 representative told me on 7/18/2023 at 7:56 pm he would not help me because he was getting off work in 4 mins. Boost Moblie and Boost infinite need to compensate me for the hours and hours I was on the phone and listen to ever call in my account with both subsidiaries because the customer service was Horrendous to say the least. Other account with ********************** infinite ***********************Business Response
Date: 08/14/2023
July 26, 2023
***********************
3000 *********.
********, ** 66047
Re: BBB Complaint #********
************ - *************
Dear ************:
On July 25, 2023, we received your complaint, dated July 19,2023, filed with the Better Business Bureau.
You stated that on June 5, 2023, you attempted to set up service with Boost Infinite, but your phone was not compatible so you purchased a new one from Boost Mobile. On June 16, 2023, you were informed that you would need a new SIM card to set up a Boost Infinite account. Instead of waiting for a SIM card to be mailed, you elected to pay for service with Boost Mobile and switch to Boost Infinite at the end of the month. On July 16, 2023, you attempted to activate your Boost Infinite account, but it was not successful, as your account with ******************** was suspended. You then attempted to get your porting ***, but, as the account was suspended, our agents were unable to provide one.You stated that on July 18, 2023, you paid your bill, but the service is still not active. You requested compensation for your time spent trying to fix this.
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.
Our records indicate that your Boost Mobile account was impacted by a known issue that prevented it from being released from a suspended status for nonpayment. I worked with our back office team to get it reactivated.
Your Boost Infinite account was not able to be activated due to a systematic issue. Our agents offered to resubmit a new port request on July 18, 2023, but you declined and requested to speak with a supervisor instead.For your records, your porting *** is ******.
On July 21, 2023, you received a $10.00 credit for this issue. In the interest of customer service, another $10.00 credit has been applied to your Boost Mobile account as compensation.
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:07/19/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid my bill of 134 to boost mobile may 31 and didn't receive services for **** i again paid 138 on june 28 and again didn't receive services for July. I have been calling customer service and going into the store for the last 2 months to get a refund but they are saying there is nothing they can do the store address is ***********************************************************************Business Response
Date: 08/12/2023
August 1, 2023
*****************************
*************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On July 24, 2023, we received your complaint, dated July 19,2023, filed with the Better Business Bureau.
You said that you made payment on May 31, 2023, but you did not receive service for June 2023. You then made payment on June 28, 2023, but you did not receive service for July 2023.
Our records show a $134.00 payment was made on May 4, 2023, and refunded on May 7,2023. Another payment of $134.00 was made on May 31, 2023, and applied to the various subaccounts.
On June 28, 2023, a $134.00 payment was made and refunded the same day.
On July 21, 2023, we received a chargeback for $134.00 and a courtesy credit for the same amount was applied to your account that day.
To prevent your account from being interrupted, you need to allow payments to post.
If you made a payment in cash, please work with the personnel of the store where you made said payment.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:07/19/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a Boost Mobile customer, in great standing since at least 2012. Yesterday I was unable to make phone calls after being charged/ and paid my monthly bill (cleared on my bank statement). Called customer service who said my account is restricted and suspended because of long distance calls and data usage. Weird because I only make local calls and my data is unlimited. Regardless, this is a huge inconvenience as I am over 75yrs old and live alone with no telephone communication in the event of an emergency. I tried to switch carriers but I need a transfer pin. They refuse to provide it because I cannot provide account number. I cannot access account number online because it asks for a verification pin sent to the phone but the service is off so I cannot get it. Service agents said they cannot help any further or escalate.Business Response
Date: 08/12/2023
August 1, 2023
*********************************
******************************
*******, ** 11422
Re: BBB Complaint #********
************ - *************
Dear ****************:
On July 24, 2023, we received your complaint, dated July 19,2023, filed with the Better Business Bureau.
You said that you were unable to make calls and when you spoke with a Boost Mobile representative, you were informed your account was restricted due to long distance calls and data usage. When you asked for the information necessary to port your number to another carrier, your request was denied because you could not provide the account number.
Our records show that you have successfully ported your phone number to another carrier.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:07/19/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My phone broke down in January, initiating a nightmare that seemed never-ending. After filing an insurance claim, I discovered the phone was on back order, stretching the wait to excruciating months. Frustrated, I filed another claim in June, receiving an expired verification code. Reporting the issue, I was asked to call back for an escalation. This cycle repeated for a week, leaving me immensely frustrated.Seeking assistance from Boost Mobile in June, they dismissed my concerns, directing me to my insurance company. Meanwhile, I paid for a service I couldn't use. After a battle, my insurance company issued a gift card, arriving 10 days later. With it, I acquired a new phone.A week later, my bill displayed doubled charges. Outraged, I called Boost Mobile, finding they had refunded the money without informing me. They claimed my insurance company instructed them not to accept payment for the month my phone was inoperable. Now, Boost Mobile was charging me twice for the month I couldn't use their service, due to my insurance company's incompetence.Demanding an explanation, I challenged them about charging for an unused service. Yet, they persistently reiterated that I had been refunded. It baffles me how they find it acceptable to charge for an inaccessible service, and I struggle to comprehend my insurance company's authority to block payments to another company. This perplexing and frustrating ordeal has stretched from January to July 19, 2023.Business Response
Date: 08/12/2023
August 2, 2023
***********************************
**************************************************************
Re: BBB Complaint #********
*************
Dear ********************:
On July 24, 2023, we received your complaint, dated July 19,2023, filed with Better Business Bureau.
You expressed concern that your device broke down for three weeks, and you were billed twice in June 2023.
I applied a $50.00 credit to your account as compensation for the time you were without service due to ****************.
When we spoke by phone on August 2, 2023, I informed you that our records indicate the payment made on June 18, 2023, was refused by your financial institution and reversed causing the balance due to be twice your normal rate in July.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:07/18/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 14,2023 I received an email from Boost saying Your service has been suspended. To resume service make a payment. I logged into my account and saw that my next payment was due August 6. However Saturday July 15 my service was suspended! I made the payment because I needed my phone to work but soon realized that my service was still off. I then contacted customer service. The first representative I spoke to was absolutely no help he could not tell me why my service was suspended or when it would be restored, the only thing he could offer was to put in a ticket which I agreed to, anything so my service could be restored. He advised me that I should have service in 2-4hrs. When I still didnt have service I contacted customer service again that representative told me that a ticket had been put in and service would be restored in 24hrs. On Sunday July 16 when my phone still wasnt on I contacted customer service yet again this time I requested a refund for the payment that was made which was supposed to restore my service but didnt. I also asked if someone, anyone could explain to me exactly why my phone line had been suspended. I was told for Violating regulations but no one could explain what they were, I was to send an email and they should be able to give me info, I asked why she couldnt give me the info and she just kept referring me to the email, I stated that as the customer I shouldnt have to run around to figure out if and when my service will be restored. On Tuesday July 18 I called again and requested a PIN number for a transfer of my phone number to a new carrier, I was told that since my phone is Suspended my number cannot be released and Id have to wait **** days for the outcome regarding the ticket that was put in. I called back and was told to go to a store and They could give me a PIN and if there was a problem to have them call in. All I want is to be Done with Boost but they wont give me my PIN so my number can be released.Business Response
Date: 08/12/2023
August 3, 2023
***************************
** 02904
Re: BBB Complaint #********
*************
Dear **************:
On July 24, 2023, we received your complaint, dated July 18,2023, filed with Better Business Bureau.
You stated that your service was suspended on July 14, 2023,in the middle of a billing cycle. You contacted our customer care department and you were told that your account was suspended due to a violation of the Boost Mobile terms and conditions, but you were not told what terms and conditions were violated. You requested account information to allow you to transfer your service to another carrier.
Our records indicate that you successfully ported your service to another carrier on July 21, 2023.
If you would like more information on the reasoning behind the suspension of your Boost Mobile account, please email *********************************** with your name and the phone number attached to the account.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
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