Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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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 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:07/11/2023
Type:Billing 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.
On 6/20/2023 I purchased a cell phone from my provider Boost Mobile. I paid $64.26 in total for the cell phone. As of 6/21/2023 the money was debited from my bank account. I received the new cell phone ******** A23 5G) on 6/23/2023. My cell phone bill is set for Auto Pay through Boost Mobile and deducted from my account on the 3rd of every month. The total I pay is $90 for my bill. On 7/3/2023 I received a notification that my Auto payment was in the total of $154.26. When calculating the charges, I was charged a second payment, of the $64.26, for the cell phone. I contacted Boost Mobile about the issue and they claim they do not have the first payment of $64.26 on my account and refuse a refund. However, when I go into my account on their website Boostmobile.com I can see in my payment history of both transactions. I also have both charges on my bank statement. I have screenshots of all account charges. I want a refund for the double charge of $64.26.Pictures included are: the boost mobile website dashboard of my payment history showing they have taken the payments out.The transactions debited from my bank account asking with dates and amounts.
Business Response
Date: 08/04/2023
August 2, 2023

Ms. *********************************
4725 ********.
*******, ** 55421

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

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

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

You said you ordered a phone from Boost Mobile, paid $6.26 and received the phone within a few days. However, when your next service bill was collected, Boost Mobile included the cost of the phone on the bill and stated they did not receive the original payment.

When we spoke on August 2, 2023, I confirmed that our system does not show the payment posted on your account, but I will forward the payment information provided with your complaint to our back office to attempt to find the payment and, if found, post it to your account.

As a customer satisfaction gesture, I issued a one-time $64.26 credit to your Boost Mobile account.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 08/05/2023

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: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.
6-30-23 my cell phone stopped working, when others called a different person answered and said that it was her number. When I went into the boost store 7-1-23. They had me purchase a new phone for $102.83 and put a new SIM card in after spending 5 hours in the store. After doing so it showed up resolved on their end but the phone was unable to make any calls and any incoming calls went to the other woman who claimed it was her number now. Since July 1 ive came into the boost store 4 other occasions with no resolution and store associates saying nothing can be done to get me my phone number ive had for 11 years. So on July 10th after not being able to use a phone for 11 days. Asked to return the new phone they made me buy to fix the problem and they said since it was after the 7 day period they cant return the unused brand new phone in the box even though they themselves cant get it to work. After Hours spent inside the store on Multiple occasions with no positive outcome I wanted to leave boost mobile carrier and find service somewhere else since they had no explanation of why or how it happened that my phone number was just given to someone else after 11 years. I feel like my personal security and privacy was breached through their service and now am paranoid to do continued buisness with them since they havnt provided any answers to this problem. Now another woman is receiving all my medical voicemails from doctors as well any personal ones as well. I feel violated.
Business Response
Date: 08/04/2023
August 1, 2023

***************************
***************************************************
*******, ** 60915

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

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

On July 14, 2023, we received your complaint, dated July 11,2023, filed with the Better Business Bureau.

You stated that your phone stopped working on June 30, 2023,and that someone else answers the phone when people call your phone number. You stated that you purchased a new phone at a Boost Mobile retail location, but you were unable to activate the service. You stated that this retail location refused to return and refund your new phone, as they stated that you were outside of their seven-day return window. You requested a refund for the phone you purchased.

After reviewing your account, I see no records that your phone number was changed. Your service line remains active and is consuming network resources as expected.

Please note that all Boost Mobile retail locations are independently owned and operated. As such, we request that you direct all complaints related to your in-store experience to the location in question directly. We regret that your experience was negative.

As an exception, I will directly facilitate a return of your new phone. Please send the phone in like new condition, with all accessories,and in the original packaging to:

*******************************
c/o ************************************************************************* 8112

Once the device is received and the condition is verified, I will submit a refund for the phones purchase price of $59.99.

Sincerely,

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

cc:           ****** /******* Better Business Bureau
                ***********************************350
                ******,** 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.
In the process of migrating phone lines to a new system boost separated on of the lines from my 5 line family plan and disconnected service to it for non payment despite the fact that I had paid for all 5 lines on my family plan. I have been unable to get this line restored to my plan. I have chatted with customer service and called repeatedly since May 27th trying to get this fixed. Its now July 11th and they have shut the phone line in question off yet again. Im being told the line can be restored if I pay for it separately while I am still paying for 5 lines on my plan and only able to use four. They have told me repeatedly that they are submitting a ticket to resolve this issue. Ive called, chatted, visited the local store and cannot get help with this anywhere. Its going on two months now with no resolution and my son without phone service even though Ive paid for it.
Business Response
Date: 08/08/2023
August 8, 2023

*****************************
******************************
**************, ** 47130

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

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

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

You said a line was separated from your account, and you requested it be restored to your multi-line account.

Please note that no payment has been received for the account associated with **************. Additionally, for your main account,you are only charged for the lines active on it, so no payment has been received for the above-mentioned number through either account. As a courtesy,I applied a $50.00 credit to the separated account, and I forwarded your issue to the appropriate department to investigate why the line was separated and if it can be restored to the multi-line account.

If we are able to restore the line, we will do so, but if we are unable to restore the line, I will follow up with you in writing. We sincerely regret any inconvenience this issue may have caused.

Sincerely,

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

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

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

Complaint: 20303206

I am rejecting this response because:
I have been on a 5 line family plan for years. I now only have 4 lines on my plan because the line in question was separate by your faulty migration process and put on its own account. I did not request this to be done and have spent literally months trying to get your company to put it back on my family plan. I am paying the same monthly amount that I always have and now instead of 5 lines on my plan there are 4. No, I have not paid the additional money you are telling me I have to pay for the line you separated from my plan and put on its own account. WHY SHOULD I? I am still paying the same amount for the family plan that should have 5 lines!! Instead of $100 a month for 5 lines (the plan Ive been on for years) you now want me to pay $100 a month for 4 lines AND an additional $50 a month for the 5th line on a separate account. I am not accepting that. I want the line put back on my plan and to continue to pay $100 a month for 5 lines that I signed up for. This is your companys mistake and I should not have to pay 50% more for the same services because of it!

Sincerely,

*************************
Business Response
Date: 08/25/2023
August 21, 2023

*****************************
******************************
**************, ** 47130

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

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

On August 21, 2023, we received your rebuttal, dated August 18, 2023, filed with the Better Business Bureau.

You said you are paying for five lines of service but not receiving it.

Please note that you are currently paying for four lines of service ($95.00 per month), insurance for two lines ($7.00 each per month), and installment billing on one device ($23.00). As such, you are not being charged for five lines on your main account.

The account you said was separated has received $100.00 in credits thus far while we work to resolve this issue. We appreciate your patience.

Sincerely,

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

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

                *********************
Customer Answer
Date: 08/30/2023

Complaint: 20303206

I am rejecting this response because:
A $5 discount on the family plan does not cover the $50 cost of paying for that line separately. Yes, *** received 4 credits on the line that got separated over the past 4 months that Ive been trying get your company to restore the line to my plan. However, those 4 credits were only received after the line being disconnected for non payment monthly leaving us without a phone for days or weeks forcing me to make multiple phone calls, trips to the boost store, and file complaints like this. That is not acceptable. If you were to discount the line automatically without causing the loss of service I would be okay with that. Fact is *** spent hours and hours of my life trying to get this resolved and my son has been left without a phone repeatedly. Hes an adult with a job which he needs the phone for. This situation is frequently causing us hardships and I cannot get any answer regarding if or when it may be resolved. I will accept continued credits until the issue is resolved *if* they are applied BEFORE service is disconnected and without me having to file complaints on a monthly basis. Your company made the mistake. Be proactive and take care of your customer until you find a way to restore the line to my plan. That would be acceptable.

Sincerely,

*************************
Business Response
Date: 09/11/2023
September 8, 2023

*****************************
******************************
**************, ** 47130

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

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

On September 8, 2023, we received your rebuttal, dated September 7, 2023, filed with the Better Business Bureau.

You expressed concern about the level of customer service you received while a line was separated from your multi-line account.

Please note that the line in question has been restored to the multi-line account.

We sincerely regret any inconvenience this issue may have caused and appreciate your patience while we resolved it.

Sincerely,

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

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

                *********************
Customer Answer
Date: 09/19/2023

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:07/10/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was told to pay my bill in order to restore my internet services on 7/6/2023. I missed paying my bill June 19th however the service ****************** continued and never notified me of a missed payment. My DATA service disconnected around 6/30/2023. I was always on wifi so i didn't notice it until about the 5th of July. Made a payment 7/6/2023 and service never restored. Called on 7/7/2023 and was told my data was used up and have to wait until service renews 7/19/2023 and pay about bill payment. The problem is the service never started over from 6/19/2023 so all my data was from 5/19/2023. In other words, I paid the bill from 6/19 on 7/6 and they refused to start my services fresh. They also did not honor the previous representative information that was passed to me (i.e. if I paid the bill, then my data services would be restored). Another representative also told me that the system did mess up on my account in June, but "oh, well, you'll just have to wait til 7/19 and pay another bill to restart data"I have a second job in which I use my phone for and have been with the same data plan under boost mobile for 5+ years, never had a problem. Now I can not work nights until 7/19. I also had a problem that started the first week in December 2022 for 45 days where they apparently had an outage. My calls always dropped within a min. Couldn't even imagine if I had to call 911 for an emergency. They never granted a request for compensation or a free month or nothing. DO NOT EVER JOIN THIS COMPANY. THEY DONT HONOR THEIR WORD OR EVEN CARE ABOUT THE CUSTOMER. LOOK AT THE RATING ON HERE!!!!!!!
Business Response
Date: 08/04/2023
July 26, 2023

****************
121 **********.
********, ** 75149

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

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

On July 14, 2023, we received your complaint, dated July 10,2023, filed with the Better Business Bureau.

You said you missed your June 19, 2023 Boost Mobile payment,but you were never notified that it was missed. You stated that your data service was disconnected on June 30, 2023, so you made a payment on July 6,2023, but service was not restored. You requested a billing adjustment.

You are on a 10 GB Unlimited Talk and Text plan; however,once you have reached your allotted 10 GB limit, your data speeds are drastically reduced. This can have the effect that you do not have internet access because of the much lower speed that data is transmitted. I recommend that you connect to a secure, Wi-Fi network as frequently as possible to minimize how often you access your monthly data allotment. In addition, Boost Mobile is a prepaid service; therefore, if a payment is not made on or before the due date, service will be interrupted until a payment is made. Our records show you made payments on April 20, 2023, May 20, 2023, and July 6, 2023.

Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources, Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/10/2023
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.
First of all, how can this business have an A+ rating from the BBB??? That makes me think the BBB is bogus. My mom got connected on Boost because it worked in the area she was moving to. She moved and within weeks the service stopped working. I was also on Boost and mine would not work there either. They refused to allow her to port her number to a working provider. They would not allow her to buy out of her contract. She was without service for over six months!! NOT OK!!!!My service at my mom's was non-existent so I can attest to that. After some months partial service came back. I don't know if my tweets to the company had any effect or not.I recently lost my phone and went to Best Buy and purchased a new unlocked phone that listed Boost as one of the valid providers. I took my phone to one of their stores and was told it was not compatible. There was nothing they could do. I am switching providers but have been without phone service for over a week while dealing with this. There is no excuse. This is just bad business. I think your rating needs to be adjusted. Either that or the name of this organization needs to be changed.
Business Response
Date: 08/04/2023
July 19, 2023

*************************************
301 **********************************************************
*******, ** 98122

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

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

On July 14, 2023, we received your complaint, dated July 10,2023, filed with the Better Business Bureau.

You stated that your mother was without working service for six months and Boost Mobile is refusing to allow her to port her number to a new provider. You indicated that after months of complaining, she received partial service.

As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control.

In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service.

Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside is located within our coverage zone,and no network issues were identified.

Please note that the ********************************* (FCC)regulates phone number portability 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 holder's name, phone number, five-digit ZIP code,passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.

The account does not reflect that any calls or reports have been received in the past two months regarding service not working as expected.

For your records, your port out *** is ******.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *********************
Initial Complaint
Date:07/10/2023
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.
Since June 12th, I have been unable to send out text messages on my boost mobile phone. I was told that due to FCC changes, the carrier can determine if text messages should be suspended. I use my text messages everyday to text. There is no spamming involved. Just your regular everyday text messages to family and friends. And now I cannot send out text messages for 10 days!! This is ridiculous.
Business Response
Date: 08/03/2023
July 31, 2023

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

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

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

On July 14, 2023, we received your complaint, dated July 10,2023, filed with the Better Business Bureau.

You said you have been experiencing issues with your device and you are unable to send or receive text messages.

As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control.

In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections,slower service speeds, etc.) may impact the quality of service.

Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified, and your service line is consuming network resources as expected.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *********************
Initial Complaint
Date:07/10/2023
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 6/8/23 I purchased a iPhone thru my online boost mobile account. It was actually purchased to replace my 18 year olds phone. Who just graduated high school as well as being in the National Guard. He entered his debit card information and erroneously hit submit without allowing me to check all the information. It defaulted to an address we no longer live at. I immediately called boost customer service who told me they couldnt change the address, I couldnt cancel the order and finally to wait until I received a tracking number and speak with *** customer service which I did. I was informed by *** that the shipping label was restricted to changes except for by the sender and that the shipping label also didnt require a signature at delivery or ID which is directly contracting the info I received on one of my many conversations with Boost. I have email proof of at least 5-6 tickets with Boost all trying to change the address and demand a refund. I spoke to 2-3 supervisors through this and I was promised a refund once the package showed delivered and it be confirmed I didnt receive it. Well a month later I am finally told Boost would not be refunding the money to this soldier who is set to leave for military training in 10 days in ********. Now without a phone because he spent his last money to purchase this phone we never received. We are demanding a replacement phone be sent ASAP or a refund so another can be purchased as thats all we wanted and needed was a phone.
Business Response
Date: 08/03/2023
July 21, 2023

*****************************
2019 ******************************.
************, ** 70611

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

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

On July 14, 2023, we received your complaint, dated July 10,2023, filed with the Better Business Bureau.

You stated that on June 8, 2023, you purchased an iPhone on Boostmobile.com; however, during the checkout process, you failed to verify the address, and after the item was purchased, you realized the address listed was a previous one that you no longer lived at. You said you contacted customer care but they were unable to change the address and neither was **** You indicated you were told that once the item was delivered and it was confirmed you did not receive it, a refund would be issued. You mentioned that you have several emails indicating refund requests have been received. You requested a replacement phone.

Our records indicate that a claim was opened with *** due to the package being lost in transit. As the claim was approved by ***, a refund check for $220.39 has been requested. Please allow up to 21 business days for processing and delivery.

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:07/10/2023
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 6/5/23 I paid $10 for extra data on time that I never received.spoke to an agent supposed to have resolve the issue nothing happened no refund. Paid for service on 6/8/23 no service call about 12 different times in about 6 days finally got service. My plan is $25 a month paid $27.01 on 7/8/23 spoke to representative on the 9th about my service being suspended because I owed $14.01 for a reoccurring data charge that I didn't order it was a on time purchase. The representative stated that my service will be back on in two hours that was at 2:00pm on the 10th it is 7/10/23 still no service
Business Response
Date: 08/03/2023
July 19, 2023

**************************
*******************************************************************************.
Mobile, ** 36617

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

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

On July 14, 2023, we received your correspondence, dated July 10, 2023, filed with the Better Business Bureau.

You stated that on June 5, 2023, you paid $10.00 for extra data, but you never received it. You also said that on June 8, 2023, you paid for your service, but it took about 12 calls within six days to get it working.You indicated that on July 8, 2023, you paid $25.00 but your account was suspended, as it was still showing you owed $14.01 for a recurring data pack.You mentioned that the data pack should have only been one time. You requested a billing adjustment.

Our records indicate that the calls received in June 2023 were regarding a refund request for the data purchased on June 5, 2023. These calls were reviewed. At no time did we receive 12 calls within six days and none indicated problems with the service.

A review of your account reflects a credit of $14.01 was applied on July 10, 2023, reactivating your service. Usage on the account reflects that the service is working normally.

In the interest of customer service, a credit of $15.00 has been applied to your account.

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

Sincerely,

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

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

*********************;
Customer Answer
Date: 08/10/2023

Complaint: 20296354

I am rejecting this response because:

Sincerely,

***************************
Customer Answer
Date: 08/11/2023
Having same problem no resolution trying to debit my account for q one time charge service suspended due to this. **** already payed
Business Response
Date: 08/29/2023
August 22, 2023

**************************************
******************************************************************************.
Mobile, ** 36617

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

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

On August 22, 2023, we received your rebuttal, dated August 21, 2023, filed with the Better Business Bureau.

You rejected our response, as your services were interrupted even though you already paid your bill.

Our records indicate that your services were interrupted in August 2023, as you failed to make the full monthly payment. On August 9, 2023,you made a payment of $12.00 when your monthly amount due is $27.01. On August 11, 2023, you received an additional credit of $15.01, which restored your services.

A review of your account reflects that the data pack has been removed and your next bill due is $27.01. Please note that if this amount is not paid in full, your services will again be interrupted.

Sincerely,

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

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

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

Complaint: 20296354

I am rejecting this response because:

Sincerely,

***************************
Customer Answer
Date: 08/29/2023
$15 Credit was given in July and used with the $12 payment made in August that came up to my $27.01 payment.the one time data was still continued to be added which ran my bill to $42 dollar get your facts straight you need better customer service training for your staff. But I see where the problems really come from
Customer Answer
Date: 08/29/2023
$15 recurring payment for extra in August cause the bill to be $42 after the $27 was paid
Initial Complaint
Date:07/09/2023
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 pay my bill 2 days ago i have 11 gb of data and i have use 10 alredy how that is posible went my phone on this 2 days was on home wifi and my cell have use also all the data from hotspot went i have never conect my hotspot this is a fraud...
Business Response
Date: 08/03/2023
July 19, 2023

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

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

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

On July 14, 2023, we received your complaint, dated July 9,2023, filed with the Better Business Bureau.

You said that 10 GB of your 11 GB was used in two days, and your hotspot data was used when you were not connected.

Please note, the screenshot you submitted indicates that you have 10.1 of 11 GB remaining (not used). Additionally, we are not showing any hotspot data is being used. The green dial on your app indicates that you have a majority of data remaining (to be used). We regret any confusion.

Sincerely,

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

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

                *********************
Initial Complaint
Date:07/09/2023
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 with Boost mobile for several years. After a move I had poor connectivity issues and after many unsuccessful phone calls with representatives I purchased a new phone from Boost hoping it would improve my cell reception. I purchased an IPhone 12 on 3/24 and when it arrived I called Boost and set up the phone with a representative.On 7/7, I finally decided to switch to another carrier due to the poor connectivity. I spoke with two representatives prior to switching to make sure everything was ready to be transferred including my iPhone 12 and phone number. AFTER the number was processed to be ported to the new carrier Boost informed me my phone was locked.On 7/8 I put in a request to have it unlocked and was told it would be unlocked in 24 hours. It was not. On 7/9 I spoke to the 7th representative in 2 days and was told they only had my old iPhone XR IMEI on file and couldnt unlock the iPhone 12 and I was out of luck.Additionally, 7/7 was my last service date with Boost but I was forced to pay for another month because representatives told me Boost would not release my number without an active account. When I requested a refund of the balance owed to me on 7/9 after my number was finally released, I was told that because I didnt have a number with Boost I could not get a refund. I have also been locked out of the Boost app.In summary, I have been prevented from unlocking my phone and refused a refund for phone service I never used. Boost has not only been unethical and unprofessional but this borders on fraud. The mistake was on their end for having representatives who do not correctly perform tasks and I am left with the consequences.
Business Response
Date: 08/03/2023
July 26, 2023

***************************************
******, ** 17517

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

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

On July 14, 2023, we received your complaint, dated July 9,2023, filed with the Better Business Bureau.

You stated that you purchased an iPhone 12 on the Boost Mobile website in March 2023. On July 7, 2023, you contacted Boost Mobile to port out your service to another carrier. You said you were told that you had to make a payment to keep the account active during the transfer to the new carrier. You requested that the device be unlocked and a refund of the payment be provided.

We have no record of the iPhone 12 being activated on your account.

When we spoke by phone on July 26, 2023, I asked for the **** for the iPhone 12. You stated that you no longer have the device. I told you that I had submitted a request for a refund of $26.81. I also sent this information to you via email.

Sincerely,

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

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

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

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