Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

Customer Complaints Summary

4,973 total complaints in the last 3 years.
1,510 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/12/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 6/28/23 I paid Boost mobile $262.95 via their website for an iPhone 12, 2 sim cards, and one month service. I received the phone 7/3/23. I have now called Boost mobile at least 8 times and they have been unable to get this phone to work, despite my spending over 4h on the phone with them. On 7/9/23 I requested a refund which the representative informed me was out of the 10 day period for refunds, despite my having called them initially 4 days after receiving the phone, and despite it being only 6 days since I received the phone, and despite no one ever having told me there was a 10 day period of cancellation after the date of purchase, and I talked with their customer service at least 3 times before this. I can find this information nowhere on their web site. Their refusal to cancel this purchase and refund my money, despite their complete inability to make the product work, with them never having informed when I talked to them before the 10 days was up, and with no clear statement anywhere in their material that this 10 day period even exists, is outrageous.
Business Response
Date: 08/04/2023
July 31, 2023

**********************
217 ************
*******,** 98012

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

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

On July 17, 2023, we received your complaint, dated July 12,2023, filed with Better Business Bureau.

You stated that you purchased an iPhone through our website, but you were unable to get the account activated. You requested to return the device for a refund.

When we spoke by phone today, July 31, 2023, I outlined the process that would need to be followed to return the device. I will contact you again once it is received.

Sincerely,

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

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

                *********************
Initial Complaint
Date:07/12/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Spent 60+ minutes just trying to cancel my account for this horrible service. Tried chat + phone.Boost Infinite is a garbage service (don't waste your time), but trying to cancel has been an absolute nightmare. The support staff is dumb as bricks. Tried to cancel via chat and also through their 800 number. ******* wanted to know my billing date and amount to verify my account. I gave her the correct amount but she said my date was wrong. I gave her the date I got my bill email, billing cycle day and the day the amount was charged from my card, but she kept telling me she could not verify my account. Mind you, I have my phone number and Boost Infinite account number available. I asked to speak with a supervisor ***** times before she puts me on hold, comes back on the line and asks me again to "check my billing date" after having given her every possible date I could think of.
Business Response
Date: 07/18/2023
July 14, 2023

*******************************
******************************* 902
******, ** 80204

Re:          BBB Complaint #********
                ************ -2023-07-30819

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

On July 13, 2023, we received your complaint, dated July 12, 2023, filed with the Better Business Bureau.

You expressed concern about the level of customer service you received.

A review of your calls to us revealed that the agent attempted to verify your identity using your phones IMEI or ICCID number, but you said you did not know them. As such, she attempted to verify your identity using your billing information, but the information provided did not match the information on the account.

Please note that for the security of our customers accounts, our agents are required to verify callers identities before making changes to accounts.

Your account is canceled.

We sincerely regret any inconvenience this issue may have caused.

Sincerely,

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

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

                *********************
Initial Complaint
Date:07/12/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
4-8-23: I purchased a new iPhone 11 128 GB from Boost Mobile's website for $161.24 4-13-23: Upon receipt I called Boost Mobile (BM) to return the phone as I purchased another phone from BM. I received a return authorization # RA-****-******-**** (see photo). I NEVER opened the phone.4-17-23: The iPhone was mailed back to BM via **** with tracking service. Return instructions provided by BM were followed precisely. 4-20-23: Per **** Tracking # **** **** **** **** **** 70 (see photo), the phone was received by BM on 4-20-23.I called BM a few weeks later after not hearing anything from them. The agent couldn't provide any info other than to keep waiting to for my refund.I called BM again a few weeks later for updates. BM gave the same "you just have to wait for your refund" answer.I then called **** (my credit card company) to ask what options I had. They suggested I could file a dispute regarding BM not refunding my $161.24. So I did. I later saw on my **** statement a chargeback for $161.24(photo appears as refund in red).6-14-23 BM suspended my account due to $161.24 chargeback. I called BM to state all of the above, but they said the only way to re-activate my account would be to pay the $161.24 (again). So I did as I had no choice. Now I was back to square 1. (photos of BM payment history attached).I've called BM OVER 20 TIMES trying to get my refund. The most recent call I was told a refund was issued on 6-15-23. However, on a 3-way call with me, Boost, and ****; **** confirmed no refund was given despite what my BM account showed (photo attached). The BM agent then suggested the "refund" was simply my account re-activated, which makes sense as "refund" only appeared after I repaid the $161.24 chargeback. And how could my service be suspended if I pre-paid a year of service through 4-26-24 (photo, $170.45)? Please refund my $161.24. It would also be considerate to apply a credit to my account for wasting over 20hrs trying to resolve something so simple
Business Response
Date: 08/04/2023
July 19, 2023

************************************
1672 ********************************.
*********************, ** 32003

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

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

On July 18, 2023, we received your complaint, dated July 12,2023, filed with the Better Business Bureau.

You said that you had not received a refund for the device you returned.

I contacted our Refunds Team and it was found that, while our system showed your refund was processed, a system issue caused it not to send correctly. As such, we have reissued it.

We sincerely regret any inconvenience this issue may have caused.

Sincerely,

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

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

                *********************
Customer Answer
Date: 08/04/2023

Complaint: 20312183

*****,
Thank you for finally resolving the issue of my delayed refund. It is greatly appreciated.
In todays day and age, not getting a refund for 3 months is hard to fathom when companies like Amazon can refund your money in a matter of minutes.
I precisely followed all of Boost Mobiles return directions, and yet I was still in this dilemma. Not only was my refund delayed 3 months, but Boost was also brazen enough to suspended my service during this time despite having a year of prepaid service.
My family has been loyal Boost customers for years, and I feel it is not unreasonable to offer some sort of credit on my account.
I made approximately ***** telephone calls to Boost to try and resolve this issue, resulting in ***** hours of wasted time in vain.
I believe Boost Mobile is a company who would want to treat their customers well, and thus I feel my request for some sort of credit on my account is something a good company would do.
I look forward to hearing from you.

Sincerely,

*********************
Business Response
Date: 08/18/2023
August 14, 2023

************************************
***************************************************
*********************, ** 32003

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

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

On August 12, 2023, we received your rebuttal, dated August 11, 2023, filed with the Better Business Bureau.

You requested a billing adjustment for the time you spent dealing with your refund request.

As we sincerely regret any inconvenience this issue may have caused, as a courtesy, I applied a $10.00 adjustment to your Boost Mobile account.

Sincerely,

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

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

                *********************
Customer Answer
Date: 08/19/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that the courtesy refund of $10 is laughable considering as a consumer I did everything correct in the returning if an item. Yet Boost still took 4 month to issue a refund, and on top of that, suspended my service despite me having a plan that I prepaid a year in advance. Anyone reading this is most likely shaking their head. However, its best to move on after I realize how Boost Mobile values their customers as is evidence in my situation.

Sincerely,

*********************
Initial Complaint
Date:07/12/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Good afternoon, in December 2021, I took out a phone plan for my son for a Christmas present. It was a plan that was $8.33 a month or $100 a year for a small data plan and for my son who is 12 that was all we needed. December 2022 came and I renewed it again for the same contract of $8.33 a month or $100 a year. Today, July 12th, 2023, my son was put on a phone contract with a ******* carrier so I called boost Mobile to cancel this contract that he was under with phone number area code ************. I asked them how long it would take to get the refund of the unused months which would be August September October November and December since I renew in December. That should be 5 months I'm owed and it should come to a total of $41.80. they told me they were not giving me any kind of refund because I was canceling the plan. There is no place that it says if you cancel you will not get your money back especially since this is my second year with them so it's not a new contract at all. I asked to speak to a supervisor and they told me that I would be told the same thing that I'm not getting my money back They advised me to call my bank and dispute the payment which does not make sense and I explained to them I'm not looking to have a full refund just a refund prorated with the unused months from cancellation to renewal because I paid for the full year ahead of time. They are refusing to give me money back for the unused months. There is nothing in any of the paperwork saying that I would not get back money or I would not have paid for the full year every year so I would like to have my refund of $41.80. The account is closed as of today and I do not understand how legally they can just keep my money for a service they are not providing any further. I have attached copies of the plan showing its $8.33 a month or $100 for the full year and the full year is what was paid for I have attached proof of that as well.
Business Response
Date: 08/04/2023
July 28, 2023

*************************
3 **********.
**************************

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

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

On July 18, 2023, we received your complaint, dated July 12,2023, filed with the Better Business Bureau.

You said that you purchased a $100.00 annual plan for your son that renewed in December 2022; you have now moved his service to ******* and you asked for a refund for the unused service for August 2023 through December 2023, but your request was denied.

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. Nevertheless, I requested a refund for $41.67 to be issued as an exception. Please allow up to 30 days for processing.

Sincerely,

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

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

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

Customer Answer
Date: 08/04/2023

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. I don't see anywhere in the paperwork about a non-refundable fee. The service I entered into with you was for $8 and change a month. I do thank you for resolving this and appreciate your assistance with this matter.

Sincerely,

*********************
Initial Complaint
Date:07/12/2023
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.
For the last couple of months, Boost has been overcharging, charging the wrong amounts, then refusing to properly refund us. On June 29th, my dad went to go pay the bill for the month of June. He was asked to originally pay $125. When he did, they told him he had to pay another $119 for the phone to be turned on. He asked why, and they said the $125 was for the month of July, and the $119 was for the month of June. But we werent supposed to pay for July yet. After that, Boost proceeded to charge an extra $240 to our account. In total, roughly $485, when the original amount should have been $119. When he called about this, they said they would issue him a refund and give him an extra $100 credit towards his account for the next bill. We waited, and the refund never came so he called again. They said they put the refund towards his credit and since he already had $100 in it, they just gave him $140. My dad told them no, the $100 credit was for messing up the first time and that he needs to be refunded. Whoever he spoke to on the phone said that they will refund him but only like $180 because they refunded us too much money for when they messed this all up again back in May, charging us another like $240 in multiple transactions. On top of being charged overdraft fees of $35, per transaction for 6 separate transactions.
Business Response
Date: 08/04/2023
July 27, 2023

*************************************
113 ***********.
***********, ** 27055

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

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

On July 17, 2023, we received your complaint, dated July 12,2023, filed with Better Business Bureau.

You stated that you were overcharged for service on your account. You requested a refund for the full amount you paid, plus reimbursement for overdraft fees.

Our records show that you made payments totaling $559.63 during the billing periods for May 2023 and June 2023. You received refunds totaling $315.37 during this period. Your overall payment for the two-month period was $244.26. Your normal monthly rate is $125.00 or $250.00 for the two-month period. This indicates that you were not overcharged for your service.

Additionally, your account currently has a credit balance of $159.63. You will not have to make a payment for your July 28, 2023, payment date and you will have $34.63 in credit remaining to be applied to your August 2023 billing date.

Boost Mobile cannot compensate for overdraft fees.

Sincerely,

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

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

                *********************
Initial Complaint
Date:07/12/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We paid for a ******* A13 up front over ***************************************************************************************************** order to get them to unlock it to use elsewhere. These gougers will then charge another monthly fee and probably a cancellation fee. Unlock the phone we already paid for. I'm sure the *** is tired of dealing with you, Boost Mobile.IMEI ***************
Business Response
Date: 08/04/2023
July 28, 2023

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

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

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

On July 17, 2023, we received your complaint, dated July 12,2023, filed with the Better Business Bureau.

You said you purchased a ******* A13 from Boost Mobile twelve months ago. You stated that now you are required to open an account again to have it unlocked.

I attempted to contact you by phone and email on July 27,2023; however, I could not leave a voice message and you did not respond to my email.

Unfortunately, I was not able to locate an active or inactive Boost Mobile account with the information you provided. Please respond to my email with the phone number or your Boost Mobile account number so that I can research this matter further and determine if the phone can be unlocked.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/11/2023
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.
My caller ID is displaying the incorrect name when I make calls, this is the 2nd time this has happened and it's very upsetting to me since the name being displayed is that belonging to my deceased father who has been dead for more than 2 years my cell phone is ************ Name being incorrectly displayed *********************** Correct name should be ********************* I don't know why this happening and it concerns me greatly.Please correct this for me
Customer Answer
Date: 07/30/2023
My phone number is
************

The name being displayed is my deceased father
**********************;
It should be
********************;
Business Response
Date: 08/02/2023
July 27, 2023

*************************
**************************
******, ** 91786

Re:BBB Complaint #********
667883277268 - *************

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

On July 17, 2023, we received your complaint, dated July 11, 2023, filed with the Better Business Bureau.

You said that when you call another person, the Caller ID displays your fathers name, ***********************, who passed away two years ago.

I reviewed your account profile and all name fields are *********************. However, Boost Mobiles database is not the only source that can cause this to happen. Other sources, such as the settings on your phone, Truecaller, and the database of the recipients cellular provider.

I recommend that you check the settings on your phone to ensure your Caller ID settings are properly set. In addition, request friends, relatives, and business associates that you frequently call to add your name and phone number as a contact in their phone.

Sincerely,

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

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

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

Customer Answer
Date: 08/02/2023

Complaint: 20308165

I am rejecting this response because:
This is unacceptable it's the same thing I got from customer support ?? it doesn't help me anyway but brush off this issue with the same response I got from customer support. I've tried all those things mentioned in your response.i guess now it's time to get a new carrier that will be more customer friendly.

Sincerely,

*********************
Business Response
Date: 08/17/2023
August 16, 2023

*************************
**************************
******, ** 91786

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

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

On August 12, 2023, we received your rebuttal, dated August 11, 2023, filed with the Better Business Bureau.

You said that you rejected my response because you have tried all the things I mentioned, to no avail; therefore, you have decided to switch carriers.

To port you phone number to another carrier, you need to provide them with your Boost Mobile account number, ************, and port-out PIN, ******. Once they have this information, they will contact us and initiate the port-out process. I verified that your phone is unlocked and can be used with other, compatible platforms.

We apologize for any inconvenience this has caused.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 08/19/2023

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:07/11/2023
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 Mobile took money from my ***** Fargo check account without my authorization on the following dates and amounts:4/19/23 $129.95 4/20/23 $ ****** 5/8/23 $131.75 5/26/23 $130.05 6/12/23 $131.75 7/7/23 $130.05 7/10/23 $131.75
Business Response
Date: 08/04/2023
August 1, 2023

Ms. *************************
*************, ** 07719

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

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

On July 17, 2023, we received your complaint, dated July 11,2023, filed with the Better Business Bureau.

You said that since April 2023, Boost Mobile has taken seven payments from your ***** Fargo account without your permission.

I was unable to find any link to an account with the information provided in your complaint. I recommend you dispute these transactions with your financial institution.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/11/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am very disappointed in boost mobile since their merger with direct tv. I was sent a text and email on May 12, 2023 Indicating that I only had 1 boostup payment remaining, which I made on June 12, 2023. My account was never updated to reflect the payment but the payment went through and was taking from my account. Its July and I have been calling these people for weeks to get it updated and its hasnt been. I kept a record and saved every text and email these people have sent me and they still want to agrue with me about my payments. Its bad customer service and grounds for ********************** to be sued. You guys are stealing from your customers and it is not ok. I have been with this company for almost 10 years and I think its time me to go.
Business Response
Date: 08/04/2023
July 26, 2023

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

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

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

On July 17, 2023, we received your complaint, dated July 11,2023, filed with the Better Business Bureau.

You claimed that you continue to be charged for your BoostUP loan, despite making all the payment installments.

This is a known issue, and we are actively working towards a solution. As a courtesy, I applied a one-time credit of $21.00.

We apologize for the inconvenience.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/11/2023
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.
Ever since I signed up with boost Mobile three months ago, not only could they not transfer my **** phone number, they set me up with a new number that had someone else's data and when I brought it to their attention now I can't get online at all. I have made several phone calls to customer service to get this fixed and it's still the same. I visited a boost Mobile at an HEB store and he pulled up my account. I asked him if he could tell why I could not get online. He showed me that it did not have my address my phone number and it had the wrong ZIP code. He told me I was going to have to call customer service again because he does not have access to update my account information. I called customer service again and advised them of this finding, and they told me that it would take 48 hours to get it fixed. It is now 3 weeks later with no access to my online account. I want to transfer carriers but can't get my phone unlocked because I haven't been with boost long enough. I need some resolution.
Business Response
Date: 08/04/2023
July 20, 2023

Ms. *********************
2022 Chunk Ct.
******, ** 77301

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

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

On July 17, 2023, we received your complaint, dated July 11,2023, filed with the Better Business Bureau.

You stated that when you signed up for service, we were unable to transfer your phone number from AT&T and you were given another persons number causing you to be unable to log into your online account. You also indicated that the *** code is incorrect on your account and customer service has not been helpful in getting this resolved. In addition, you want your phone unlocked, but you have not been with Boost Mobile long enough. You requested a refund, store credit and access to your online account.

Our records indicate your phone number was not transferred from AT&T because we did not have the correct porting information. The address, including the *** code, has been successfully updated on your account.Please visit ****************************************************** for additional support with your online account. In order to set up an account for your phone number, you will need to use the email address that is on the account as the username.

Please note that if a consumer chooses not to keep their phone number and disconnects their account, the number gets recycled approximately 90 days after disconnection.

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 your phone was activated on the account on April 1, ******* would not be eligible for unlocking until April 1, ****.

We respectfully decline your request for a refund or credit.

Sincerely,

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

cc:           ****** /******* Better Business Bureau
                **************************************
                ******,** 80210
Customer Answer
Date: 08/07/2023

Complaint: 20305792

I am rejecting this response because:
I think have been more than patient. I have been trying to get this resolved since May 2023. All I wanted was to get online for monitoring and managing my bill pay. I would think Boost would want to keep me as a customer. Very sad. Thank you case manager for helping me make a final decision. If you had any kind of heart like the Boost customer service provided on ********* I might have stayed. I still cannot get online. See attachment.
Sincerely,

*********************
Business Response
Date: 08/21/2023
August 15, 2023

Ms. *********************
2022 ********.
******, ** 77301

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

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

On August 15, 2023, we received your rebuttal, dated August 14, 2023, filed with the Better Business Bureau.

You rejected our response, as you just wanted to get online to monitor and manage your bill.

As we have previously advised you, this is a known issue that our teams are working hard to fix, and, unfortunately, there is currently no estimated time frame on when it will be resolved.

Sincerely,

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

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

                *********************;
Customer Answer
Date: 08/29/2023

Complaint: 20305792

I am rejecting this response because:
I have already switched carriers into the previous response. I also found while unlocking my old phone that it's been the *** card this whole time and I have reached out to several people and they advise me it was not the *** card in my phone. So I did as I promised I changed carriers. I also have a lower monthly payment with the same unlimited everything.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Boost Mobile is NOT a BBB Accredited Business.