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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

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Boost Mobile has 267 locations, listed below.

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    Customer Complaints Summary

    • 4,978 total complaints in the last 3 years.
    • 1,512 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/07/2023

      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.
      They changed my billing cycle to every 9th of every month

      Business Response

      Date: 08/02/2023

      July 14, 2023



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

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

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

      On July 12, 2023, we received your complaint, dated July 7,2023, filed with the Better Business Bureau.

      You said Boost Mobile changed your due date to the ninth of the month.

      Please note that as a pre-paid service, your due date will fluctuate with the length of the months and with your payment date. As you pay for a month of service up front, your next due date is a month later, after you make a payment.

      Our records show your next due date is August 7, 2023.

      Sincerely,



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

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

                      *********************
    • Initial Complaint

      Date:07/06/2023

      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 May 30th Boost Mobile deducted $385 in error from my bank account. When I contacted Boost Mobile, they acknowledged the error and offered to refund me in 15 days. I told them due to outstanding checks, that would not be feasible. I then contacted my bank and had the charges reversed so my account would not go into NSF. Thats when the nightmare started. Once their refund hit my account, my bank reversed the charges they had given me. They continued to go back and forth with refunds making it confusing. Boost Mobile eventually suspended my account for possible fraud. Once their fraud accusation was unfounded, I was told my phone would be turned back on within 24 hours. As of today (July 6, 2023) my phone is still active but suspended. Because of my disability I have to have a phone. I went a week without a phone. I decided to change carriers in order to have phone service. Boost Mobile has refused to port my old phone number over to my new carrier. My old number is connected to all of my doctors, family, pharmacies and other important institutions. I have multiple texts and messengers of Boost escalating the issue to no avail. At this point all I want is for Boost to port my number to my new carrier. I can't begin to say how much I have been inconvenienced. I have missed appointments because everyone still has my old number. My new carrier gave me a temporary number to communicate with. But I am unable to use this number on any apps. I would greatly appreciate your assistance in this matter. Thank You

      Business Response

      Date: 08/02/2023

      July 15, 2023



      Mr. ************
      *************************************************

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

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

      On July 12, 2023, we received your complaint, dated July 6,2023, filed with the Better Business Bureau.

      You stated that on May 30, 2023, Boost Mobile overcharged you $385.00, and when you contacted customer care, you were informed the refund could take up to 15 business days to process. You mentioned that you ended up disputing the charges with your bank instead of waiting for the refund to process.You indicated that your account ended up being suspended for possible fraud,and when Boost Mobile did not reactivate your service, you requested your number be transferred to a new service provider. You stated that we are refusing to release your number.

      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.

      Our records indicate a billing issue affected your account,which caused multiple payments to be taken through the mobile app. Three days after the charges occurred, you were provided a full refund; however, due to the multiple refund requests, a double refund processed. On top of your account receiving more of a refund than it should have, we also received chargebacks from your financial institution, which is what caused your account to be interrupted.

      Your account reflects that your phone number was successfully ported out and the account was disconnected.

      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
                      ***********************************350
                      ******,** 80210

                      *********************
    • Initial Complaint

      Date:07/06/2023

      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've been a client of Boost for approximately 9 months. On 07/01/2023, I was sold a defective charger. I paid for a new charger, but was sold a used, defective plug. I contacted Boost customer service and was instructed to return to the ** Church Street location and let the salesperson know that I have insurance on my account and I need a new charger. The salesperson stated the receipt states no returns and she said she couldn't exchange it for a new one. This socket is definitely defective and runs hot. I am afraid to leave it unattended. I paid $14.99 for the socket, but it was sold to me under the name of 'phone case' because the clerk said there wasn't a sku for the socket. I also believe this socket is incorrect as my cable keeps falling out of the charger. I would like a new socket to replace this defective charger.

      Customer Answer

      Date: 07/27/2023

      I called Boost **************** 7/10/23 and spoke with *****; who stated I would receive my money back in the amount of $67 within 72 hours.  ***** provided me with ticket # *******.  I called back for an update on 7/19/23 and spoke with ******; who stated I would receive a refund of $67 within 72 hours.  I transferred my service to a new company on 7/8/23, so Boost stated they would refund me back for the dated of unused service.  As of 7/26/2023, I have not received my refund yet.

      Business Response

      Date: 08/02/2023

      July 15, 2023



      Ms. ***********************
      ******, ** 27253

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

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

      On July 12, 2023, we received your complaint, dated July 6,2023, filed with the Better Business Bureau.

      You stated that you were sold a defective charger from a Boost Mobile store. You contacted customer service shortly thereafter and you were advised to return it to the store. You indicated the store personnel informed you that the receipt states no returns and they refused to exchange it. You also said that the charger is listed on the receipt as a phone case. You requested a replacement.

      Boost Mobile stores are independently owned and operated;and as such, they maintain their own phone inventory, and set their own return and exchange policies.

      We respectfully decline your request for a replacement, as this would need to be addressed with the store location where the item was purchased.

      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. 

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

                      *********************;

      Customer Answer

      Date: 08/04/2023

       
      Complaint: 20283997

      I am rejecting this response because:
      I paid for a new charger and was given a used one. I bought it at the boost store ************************************* Burlington, ** ***** not ****** store. My problem with this situation is that I paid for a new charger and she did not give me one. It was not in a wrapper to prove it was new and when I called the boost complaint line the lady told me to take it back and she would exchange it for a new one. She told me to tell her to call her while I was there and she would talk to her and the lady at boost refused. I am no longer at that company and I would like for them to refund me and br done with it.
      Sincerely,

      ***********************
    • Initial Complaint

      Date:07/06/2023

      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 paid for service but was told 3 different times I needed a new **** card. Each **** card they sent in was not compatible with my phone, and was told I need to pay again for a new number, account and phone. I asked for a refund and they refused and hung up on me.

      Business Response

      Date: 08/02/2023

      July 21, 2023



      ****************************
      **************************************
      **********,** 45207

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

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

      On July 12, 2023, we received your complaint, dated July 6, 2022, filed with the Better Business Bureau.

      You stated that you were sent three SIM cards, but you were not able to get any of them installed. You requested a refund.

      Our records indicate that your device is now activated and is showing data usage on the network.

      To compensate you for this issue, I applied a credit of $57.00 to your account. We regret any inconvenience.

      Sincerely,



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

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

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

      Customer Answer

      Date: 08/02/2023

      I haven't received any refund nor is my device on. I've called back and forth as they asked about getting my device back working but nothing was fixed.

      Business Response

      Date: 08/30/2023

      August 25, 2023



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

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

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

      On August 24, 2023, we received your rebuttal, dated August 24, 2023, filed with the Better Business Bureau.

      You stated that your service is still not working and you have not received a refund. You requested a refund.

      The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable;however, I made an exception and submitted the refund of $62.00. Please allow seven to ten business days for the refund to be processed.

      Sincerely,



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

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

                      *********************
    • Initial Complaint

      Date:07/06/2023

      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'm have complaint about the Boostmoblie I've been a customer of there's for over ***** I requested for the phone company to take 3 phones off my account on May ******* and I was told it would happen because the phones are stolen and are no longer with I used to live in the ******************* but left almost about a year. My bank card is still being charged for the stolen phones I requested to have my money back the company will not returned they keep trying to give me a credit for my account that's not fair to me

      Business Response

      Date: 08/02/2023

      July 27, 2023



      *************************************
      2925 *****************.
      ***************, ** 89031

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

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

      On July 12, 2023, we received your complaint, dated July 6,2023, filed with the Better Business Bureau.

      You stated that you requested three of your five service lines be disconnected on May 22, 2023, but the lines remained active. You stated that you are still being charged for these service lines. You requested that we issue a refund for overpayments made in June 2023 and July 2023.

      A review of your phone call on May 22, 2023, shows that you did initially request the disconnection of the service lines, but the call ended by you accepting a $92.00 credit for the overpayment, and you said you would reach back out to disconnect the service lines later.

      The disconnection of these three service lines was processed on July 4, 2023, and the lines will be permanently disconnected at the end of the current billing cycle, which ends August 4, 2023. You were issued additional credits totaling $97.00 on July 4, 2023.

      Please note that Boost Mobile terms and conditions state that all payments remitted to Boost Mobile are final and non-refundable.Additionally, all credits have no cash value and are non-refundable. As such,your request that we refund these credits is respectfully declined. We regret any inconvenience that this may cause.

      Sincerely,



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

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

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

      Customer Answer

      Date: 08/04/2023

       
      Complaint: 20283354

      I am rejecting this response because:

      Sincerely,

      Traswauna B
    • Initial Complaint

      Date:07/06/2023

      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've been on the phone with a boost rep for almost an hour mins now trying to figure out who authorized a transaction on my account and no one can give me an answer. I called to file a claim on my daughter phone only to be told that I can't b/c I filed a claim on Oct.2022 ok cool. Then I'm told I have insurance on another line that's on my plan that never had insurance before so I was confused on how that line got insured. I was told you can't move insurance from 1 phone to the next so I asked who authorized that line to have insurance because I never knew it had insurance until TODAY..NO ONE CAN tell me who authorized that line to have insurance and when it was moved. So I want to know how can BOOST switch insurance from 1 line to the next without authorization. They said they don't but it happened b/c my bill remained to same and the phone I thought had insurance don't it's another line. As I'm explaining to the manager he tell me that phone never had insurance which is bs b/c I filed a claim in Oct. 2022 and got a replacement phone. IF SOMEONE WOULD LIKE TO CALL ME SO I CAN EXPLAIN IT BETTER I can reached at ************..still on the phone an hour ************************************************* on hold

      Business Response

      Date: 08/03/2023

      August 1, 2023



      *********************************
      ****************************************
      **********, ** 20874

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

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

      On July 12, 2023, we received your complaint, dated July 6,2023, filed with the Better Business Bureau.

      You said that you had insurance for the device associated with your account, but it was removed without your authorization.

      I forwarded your issue to our team who handles issues with migrations, and they reported that the line in question did not have insurance at the time of migration. Our records show that the device associated with the number ************** has insurance that came over with the migration of the lines.

      While we sincerely regret any inconvenience this issue may have caused, we are unable to add insurance to the line in question.

      Sincerely,



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

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

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

      Customer Answer

      Date: 08/07/2023

       
      Complaint: 20282629

      I am rejecting this response because:

      Sincerely,

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

      Customer Answer

      Date: 08/07/2023

      Boost Mobile is LYING. I've had these phones over 2 years. My phone bill was $144 for 5 lines. Which meant 5 lines without insurance would be $134 WITH INSURANCE on 2 phone brought my bill to $144. The line in question had insurance up until the merge. That's when I found out they put the insurance on the wrong line when the merge happened. I've even called Likewize and the confirmed that in Oct. the line in question had insurance now all of a sudden the merge happened and that line no longer had insurance. When I explained to BOOST what happened they told me it happened during the merged and they would fix it WHICH THEY STILL HAVEN'T. I've asked several times if they can go back in my records and see that I had insurance I was told NO because of the merge. Which if they could go back they would see that i had insurance on that line. The reason my bill is $137 NOW because they TOOK it off the phone that line that they put it on by accident and was suppose to put it BACK where it was the first time. Boost MADE A MISTAKE AND REFUSE TO CORRECT IT BOTTOM LINE THEY TOOK MY MONEY AND HAVE NO OTHER EXPLANATION ON WHY THEY CAN'T CORRECT THEIR MISTAKE. TO SOLVE THIS ISSUE ALL THEY HAVE TO DO IS LOOK AT MY PREVIOUS BILL PRIOR TO THE MERGE AND ALL TGIS CAN BE RESOLVED AND THEY COULD SEE IT WAS THEIR MISTAKE.

      Customer Answer

      Date: 08/15/2023

      This proves that she had insurance in Oct.2022 which is why my bill was $144 a month. The only thing that got changed was her number but she should have STILL had her insurance. So when I tried to file a claim in July I was told she didn't have insurance and I didn't understand why when indeed she should have. When the "merge" happened so how they took the insurance off her phone and added it to my son phone which is WRONG because he NEVER had insurance. So the Boost Rep. TOOK the insurance off his phone so they could add it to where it was originally. And that's where the problem started because a Boost manager informed me that they couldn't go back before the merge to check to verify what I was telling them. So they took her insurance off her phone put it on my son's phone, realize that was wrong took it off his phone which is why my bill is $137 now refuse to put it back on my daughter's phone. Mind you I've been paying $144 a month up until July when the Boost Rep took the insurance off my son phone (because he never had insurance previously) told me she was putting in a ticket to correct the system mistake and BOOST IS REFUSING TO correct it. Boost reps have been telling me that they have no way of looking at my previous bill to confirm what I was saying which is the problem because this can easily be solved if they're able to look into my account prior to the merge. Boost refuse to acknowledge or take accountability for their system making the mistake and pretty much telling me to deal with it and it's not right or ok. I want my money back for those months I've paid for HER insurance from Oct. 2022 til April 2023(when the merge happened) or give her, her insurance back. She got a replacement phone in Oct. 2022 which is why my bill have been $144 ALL THIS TIME until the B.S merge happened in April. If you need further explanation please reach out to me via call **************. I can explain EVERYTHING for the beginning if needed.

      Business Response

      Date: 08/30/2023

      August 25, 2023



      *********************************
      ****************************************
      **********, ** 20874

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

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

      On August 24, 2023, we received your rebuttal, dated August 24, 2023, filed with the Better Business Bureau.

      You maintain that you had insurance.

      Please refer to my previous response wherein I advised you that I forwarded your issue to our team who handles issues with migrations, and they reported that the line in question did not have insurance at the time of migration.

      Please note that ************* agents cannot review pre-migration information; however, our back office teams are able to research these issues.

      As I indicated previously, we are unable to add insurance to the line in question, nor are we able to provide a refund for this issue.

      Sincerely,



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

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

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

      Customer Answer

      Date: 09/01/2023

       
      Complaint: 20282629

      I am rejecting this response because:

      Sincerely,

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

      Customer Answer

      Date: 09/01/2023

      So HOW was I able to get a replacement phone for the line in question in Oct.2022 (see attachment) IF she didn't have insurance. BOOST SYSTEM MADE A MISTAKE & NO ONE WANTS TO CORRECT IT. CHECK MY PREVIOUS HISTORY PRIOR TO THE MERGE AND IT WILL PROVE SHE HAD INSURANCE UP UNTIL THE MERGE. CHECK MY ACCOUNT PRIOR TO THE MERGE AND IT WILL PROVE EXACTLY WHAT IM SAYING.
    • Initial Complaint

      Date:07/06/2023

      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.
      On Sunday July 2 I was driving in ************ and I needed to use my GPS to get home (**) but I did not have any mobile data on my phone. I called Boost ***** to add $5 for 1 gigabyte so I can use my gps to get home. Boost ***** has a plan where you can get 1 gigabyte for $5 so I wanted to get that plan. I called boost and paid for the plan and never got any mobile data but they took the $5 out of my account. I kept calling Boost ***** and they kept saying that I did receive the ***** data and I used all my data already but I NEVER GOT ANY GIGABYTES! I basically paid $5 and got nothing in return. So today (July6) I called Boost ***** again to add another $5 for 1 gigabyte and once again they took the $5 out of my **** of America account but said the payment declined on their end. So once again I call to add a plan and they took my $5 and said the payment declined and I should call my bank. I called my bank and they said the payment did indeed come out of my bank account so I called ********************** ***** to let them know and they are still telling me the card declined, but the money was taken out my account from ********************** *****help me please this is the 2nd time. They keep taking my money and saying they added the gigabytes to my phone but I am not getting a anything

      Business Response

      Date: 08/02/2023

      July 24, 2023



      Mr. *************************
      43 ***********.
      Sicklerville, ** 08081

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

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

      On July 12, 2023, we received your complaint, dated July 6,2023, filed with the Better Business Bureau.

      You said that on July 2, 2023, you were not able to use GPS while traveling, so you purchased a 1 GB data pack for $5.00, but you did not receive it.

      Our records show that on this date, you paid for and received the additional 1 GB of data and it was used. Records also show that since May 4, 2023, you have purchased additional data on nine separate dates. Currently, you have used nearly 4 GB of the 11 GB you currently have available with 24 days remaining in your billing cycle. On July 16, 2023, you were granted a $5.00 courtesy credit.

      We recommend that you connect to a secure, Wi-Fi network as frequently as possible to limit the amount of data used. It is also recommended that you consider changing your calling plan to one that better fits your needs.

      Sincerely,



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

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

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

      Customer Answer

      Date: 08/03/2023

      Hello I hope youre having a great day! This is the problemBoost told me it showed on their end that I purchased and used my 1 gigabyte of data but I keep telling them I did not receive any ********** because I kept trying to reload the phone and I called right there on the spot 5 times asking where is my **********. The customer service reps for ********************** told me that it shows I used all my ***** ***** kept telling them its not showing on my end and I am parked on the side of the road. They kept telling me they can not do anything about it because it says I used it. My question is thiswhy would I do all of this if I was not telling the truth. I simply did not receive my ********** on 2 different occasions and Im tired of Boost taking my money and saying their systems are down every time I call. I just want my ********** that i am owed thats it

      Business Response

      Date: 08/25/2023

      August 23, 2023



      Mr. *************************
      43 ***********.
      Sicklerville, ** 08081

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

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

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

      You rejected my response because you said you did not use the data; you did not receive it and you are tired of us taking your money.

      Our records show that data was added to your account. Additionally, you were given a $5.00 credit for data in June and July 2023. Therefore, no refund is warranted.

      I strongly recommend that you connect to Wi-Fi, as frequently as possible, to limit your data usage. I also remind you that you are not under any contract with Boost Mobile; therefore, you are free to switch to another carrier without penalty, if they better fit your needs.

      Your phone is unlocked.

      Sincerely,



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

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

                      *****************************
    • Initial Complaint

      Date:07/06/2023

      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.
      My name is *************************. My Boost Account is under the email address: ************************ the number is ************. My plan has 5 GB of data. On July 4th, I purchased additional data on the boost website. The payment was immediately processed, but the additional data did not reflect on the service. On July 5th, I made 3 separate chat requests and another 3 phone calls to address and resolve the issue. The representatives provided different answers and none were able to resolve the issue. One said my order would be applied to the next cycle (even though there's not an option to select current or future on the website). One said the order was processing and it required escalation. Another said the issue would be resolved in **** minutes and all I needed to do was restart my phone. Yet another said there was a known issue with the network and it was being addressed with no estimate of a resolution. Ultimately, Boost is failing to provide the service I need in allowing me the ability to add data as mentioned on their plans. I would like my device iPhone 12 to be unlocked so I can find another more capable provider.

      Business Response

      Date: 08/02/2023

      July 28, 2023



      Mr. ************************************************************************************ ** 75056

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

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

      On July 12, 2023, we received your complaint, dated July 6,2023, filed with the Better Business Bureau.

      You said your Boost Mobile plan has 5 GB of data and on July 4, 2023, you purchased additional data on the Boost Mobile website, but the data did not reflect on your device. You contacted Boost Mobile regarding the issue and they gave you three different answers on why the data was not showing on your device. You would like your device to be unlocked so you can move to another provider.

      A review of your Boost Mobile account indicates on July 8,2023, a $20.00 refund was processed for the extra data purchased and your device was unlocked from the Boost Mobile network.

      We regret any inconvenience you may have experienced.

      Sincerely,



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

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

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

      Customer Answer

      Date: 08/02/2023

       
      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:07/06/2023

      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 am trying to switch my mobile carrier from boost mobile to ****** fi. My phone number is ************. When transferring my carrier, I inserted the ****** Fi SIM card into my phone and disposed of my boost mobile SIM card (card is not recoverable. I called boost mobile from another phone requesting my transfer pin so I can port my phone number to ****** Fi. Boost mobile stated that they need to call my phone (which was not working since I did not have my Boost Mobile SIM card) to verify my identity, or I would have to go in person to one of their locations. I went in person to a first location, which had a handwritten sign on the door stating they were closed. I went to another location that was open, but the employee was unable to offer assistance because he was unable to confirm the stores identity with customer support. The employee asked me to contact Boost Mobile customer service at home.I called customer service from another phone once again and provided my accounts PIN. The customer service agent directed me back to the store that I visited earlier in the day. I added the stores phone number to the call and the stores employee confirmed by visit earlier in the day. Subsequently, both the store employee and customer service agent argued over who can help me obtain my transfer PIN. No resolution was obtained.I would like my transfer PIN as soon as possible, but ******************** is unable to provide it to me. I believe the difficulty I am facing is deliberate to trap users to Boost Mobiles plan. This business practice is not only unprofessional and predatory, but is also not industry standard. Most other mobile carriers allow access to transfer PINs online or through standard customer service calls.

      Business Response

      Date: 08/02/2023

      July 21, 2023



      ***********************************
      ***************, ** 02852

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

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

      On July 11, 2023, we received your complaint, dated July 5,2022, filed with the Better Business Bureau.

      You stated that you were attempting to port your phone number to another carrier. You stated that you called our customer care department, but you were told to visit a retail store. However, the retail store told you that you had to contact our customer care department. You requested a port-out PIN.

      After a review of your phone calls, showed that our customer care department followed our policy correctly. Account security is a top priority when dealing with a port out request to prevent fraudulent transfers. Our policy states that if a caller cannot be verified, we are to request that they contact a local retail store for further verification.

      Our records indicate that both phone numbers on the account have successfully ported out.

      Sincerely,



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

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

                      *********************
    • Initial Complaint

      Date:07/06/2023

      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 am an American with a hidden physical disability, that impacts my vision and hearing, seeking reasonable accommodations in the proper venue. I am an American with a hidden physical disability seeking remedy from stonewalling, gaslighting, and fake participation in the proper venue. I am an American with a hidden physical disability seeking remedy from gross technical errors and reoccurring website malfunction in the proper venue.This is causing a financial loss to my business - seeking remedy for the loss of business. I am an American with a hidden physical disability, that impacts my vision and hearing, seeking reasonable accommodations in the proper venue. Based on a preponderance of the evidence, I am an American with a hidden physical disability [benign brain tumor] seeking remedy (from the ramifications of) social, economic, and financial disadvantage - in the proper venue. I am an American with a hidden physical disability seeking remedy from stonewalling, gaslighting, and fake participation in the proper venue. I am an American with a hidden physical disability seeking remedy from the undignified treatment of a person coping with a disability in the proper venue.I am an American with a hidden physical disability seeking remedy from retaliation; conspiracy to commit retaliation; retaliation for reporting to customer care in the proper venue.Someone made unauthorized changes to my account. My original pin was **** I changed it to ****. After calling to make a complaint for poor customer service to ********************** I got a notification of a plan charge. Now neither my old or new pin works.

      Business Response

      Date: 08/02/2023

      July 24, 2023



      *******************************
      ** 32304

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

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

      On July 12, 2023, we received your complaint, dated July 6,2022, filed with the Better Business Bureau.

      You stated that someone made unauthorized changes to your account, including changing your PIN.

      On July 6, 2023, you called customer care and successfully used your PIN to verify your account on two separate occasions. You successfully transferred your phone number to another carrier.

      Sincerely,



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

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

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

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