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

4,978 total complaints in the last 3 years.
1,515 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:07/05/2023
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 signed up for two lines of service with Boost Mobile on April 29th, 2023. The cost of one month of service including device protection as well as initial set up fees for "free phones" came to a total of $241.80. I paid $114 on May 29th, 2023 for a second month of service. When I signed up for service, I was told by the sales employee at the Boost Mobile store located at ******************************************************************************* that the phones were not locked, and were mine, free to move to another carrier, should I decide not to stay with Boost. In June, I moved my family to **********, ** and decided to transfer my two lines to another carrier to lower my bill. I had broken my Boost phone and after getting the run around from the insurance company had decided to just purchase a used unlocked phone online, so was able to port my number with little issue. My daughter's phone was still the phone from Boost, and although the new provider confirmed the phone would work on their network, we were unsuccessful in porting her number. After several calls to Boost to figure out the issue, I was informed today that the phone IS locked, and that they will not unlock it as we did not maintain service with Boost for twelve months. I was not ever informed of this term, nor did I sign an agreement with Boost stating this term. Boost Mobile informed me today that the requirement is stated in their terms and conditions on their website; however, at no time was I informed of this fact, nor have I agreed to those terms and conditions voluntarily. In fact, I was provided with a guarantee from their sales representative at the time of purchase that the phones would not be locked for transfer to another carrier regardless of how long I maintained Boost Mobile service.
Business Response
Date: 08/02/2023
July 21, 2023

Ms. ********* *****
*******************************************************
**********, ** 97754

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

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

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

You stated that you purchased two phones at a retail store and you were not told that they would be locked for 12 months. You mentioned that the Boost Mobile Terms and Conditions state this policy, but you never signed anything agreeing to the terms and conditions. You requested that we unlock both devices.

All Boost Mobile retail stores are independently owned and operated. Please contact the management of that store to discuss the incorrect information provided by their employee.

The Boost Mobile Terms and Conditions are agreed to upon activation of your service.

The phone with IMEI *************** has been unlocked and the unlock PIN is ********. The phone with IMEI *************** has also been unlocked and the unlock PIN is ********. The phones will need to access our servers to be updated. Please ensure the phones are powered on, connected to Wi-Fi, and a SIM card is inserted. Please allow up to 72 hours for the unlocking process to be completed.

Sincerely,

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

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

                *********************
Initial Complaint
Date:07/05/2023
Type:Sales and Advertising 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 is still charging me for the installment plan and it was paid in full. I will not pay for something I already paid. I have never had this issue before. It's not my first time. I am not sure what is going on with boost mobile but they need to get it together. They are about to loose me as a client after having them 4 ten years. I spoke with a gentleman yesterday that told me I had to keep paying eventhough I had paid it off said they can't fix. He said you might can find a store to help you shouldn't have to do that
Business Response
Date: 08/02/2023
July 14, 2023

*******************************
1980 ****************.
******, ** 28645

Re:          BBB Complaint #********
                266333954732-2023-07-30617

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

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

You stated that Boost Mobile is charging you for an installment plan, but you indicated that you have already paid for this in full. You requested a billing adjustment.

Our records indicate that a known issue is affecting your account. Our teams are working diligently to correct this issue.

A refund of $23.00 has been requested.

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

                *********************
Initial Complaint
Date:07/05/2023
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 talked on phone with one of their employees telling that I was qualified to change my plan to a better plan where my data wouldn't run out blah blah blah never telling me ever that after so much usage my phone would run slow never ever explained that or said that said better plan and unlimited data never said after so much used phone will run slow now my phone won't do anything at all I used it like crazy thinking I had better plan and never knew about phone running slow after so much data used that's ridiculous I was NEVER to that told I qualified for better deal HOW IS THIS BETTER MY PHONE IS RUNNING SO SLOW NOW I CANT DO ANYTHING OMG THEY LIED TO ME THEY LIED
Business Response
Date: 08/02/2023
July 28, 2023

*********************************
2003 **********.
***********, ** 37407

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

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

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

You said you changed your service plan to receive more data,and you were not told that after a certain amount of usage it would slow down.

A review of your account indicates you are on an Unlimited Talk and Text with 30 GB of data plan. 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 reach their data cap 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.

We regret any inconvenience.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/05/2023
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.
Online purchase of sim kit and unlimited pre-paid plan said payment did not go through, yet my account was debited and an auto payment renewal set up via paypal. No email receipt from boost mobile confirming my purchase. Called Boost Support and they lied and said my sim card and pre paid card was being shipped that day, however 2 days later still not receipt via email. Called again and they acknowledged my payment and had not rational excuse why previous agent lied to me. AT this point I couldn't get the sim card mailed to me before my existing plan expired so I requested a refund. i was told it would take 3-7 business days to process my refund. I was upset and demanded my money back immediately, as they instantly took my money and held it for 2 days without giving me a receipt thereof or mailing me my purchased product. They apologized but said I would still have to wait. I know they can debit my money back if they wanted to, but just aren't as a matter of policy. So they take your ******************'t issue receipt, lie to you about sending your product, don't then and hold your money a week or more longer? Talk about shady!
Business Response
Date: 08/01/2023
July 14, 2023

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

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

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

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

You said you were charged for an order that you never received, so you requested an immediate refund.

Our records show that your refund was processed on July 12,2023. Please note that we do not receive your payment instantaneously, nor can we refund it instantaneously. While transactions seem to be immediate, the actual transfer of funds is not, and we cannot refund funds we have not yet received.

I will review your calls to us and address any customer service issue I find internally.

Sincerely,

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

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

                *********************
Initial Complaint
Date:07/05/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This incident occurred a little over four months ago 3/4/23. My family plan was already discounted from previous issues we had with boost mobile. We had multiple discounts on our account and ****************** completely wiped them away, changed my family plan without my notice from unlimited data, minutes, and texts to a plan with 35gb of data! I was told there was an update to the system and that they can change anything they want without notifying me. Is that true? If so, why are all of our rights being taken away! I never made any adjustments AT ALL to my plan so nothing should change, right?
Business Response
Date: 08/01/2023
July 12, 2023

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

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

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

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

You stated that your family plan was migrated to a new network, causing you to lose your discounts and changing your monthly data allotment from unlimited to 35 GB per month. You requested details as to why this plan was changed, and you requested that we restore your previous service plan.

Boost Mobile has historically provided service on the **** Network, which was operated by Sprint. After Sprint and T-Mobile merged in July *****, T-Mobile announced its plan to shut down the remaining Sprint cellular towers, meaning phones that accessed the Sprint Network would no longer work.Despite our requests to delay this, T-Mobile refused and the old network started being decommissioned on March 31, 2022.

Due to this occurrence, your account was migrated to a new ****************. We regret to inform you that your previous grandfathered plan is no longer available and as such, all lines were moved to the equivalent plan. Please note that the Boost Mobile terms and conditions specifically state that Boost Mobile may change prices or any other term of your service or this agreement at any time. If you use your service after the change takes effect, then you are accepting the change. As your previous service plan is no longer available,I am unable to restore the service plan or the associated discounts.

Your new service plan still provides unlimited data every month. 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.

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

                *********************
Customer Answer
Date: 08/06/2023

Complaint: 20277905

I am rejecting this response because: This is wrong on every level. This means businesses can do anything they want to consumers without the fear of repercussions! I will not accept this, the company themselves were the one's who gave me the discounts because of their incompetence, now they wanna take them away, that is ILLEGAL! Also ever since I called BOOST mobile and complained to upper management, I have been getting harassed by two random phone number's. Crazy calls and texts, so I block the numbers, and somehow those same numbers were still able to call and text me even though the numbers were blocked. I have the blocked numbers and the texts to prove it. Now it's time to take this a few steps further!

Sincerely,

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

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

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

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

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

You stated that Boost Mobile does not have the authority to change your plan. You also expressed concern with harassing phone calls you are unable to block.

As I previously advised you, the Boost Mobile Terms and Conditions state that we reserve the right to change your price/plan, or any other term of your service as is deemed necessary. It also states that, by continuing to use the service, you have consented to the change. As you continued to use your Boost Mobile service, you consented to the change.

We regret any inconvenience this may have caused; however,we are unable to provide your previous service plan, as that plan was for a network which no longer exists.

Please note that Boost Mobile does not make outgoing calls.If your device is not blocking any unwanted contacts, please contact the phone manufacturer directly.

Sincerely,

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

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

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

Complaint: 20277905

I am rejecting this response because:
Your Company is a company of crooks and Im gonna let everyone know about all of the harassing phone calls I received from Boost mobile and about your lies and terrible business practices I hope your company goes BANKRUPT! Dont tell me you dont make outgoing calls, cause I know you do I have proof!
Sincerely,

***************************
Initial Complaint
Date:07/05/2023
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 paid my bill to their app and my phone still wasnt on they told me it was a old app it would take 2 days so i paud it again the same day and told them to just make that payment for next months bill boost mobile rep said ok that would be done then when thw next month came my phone got disconnected so i called ******* back they filled out another trouble ticket to get the money off the app they no longer used then told me they couldnt find my money and there wasnt anything i could do so for a 50 dollar plan i paid 100 dollars and only got 28 days of service they basically robbed me for 50 dollars and nothing was done
Business Response
Date: 08/01/2023
July 27, 2023

Mr. *******************
***************************
**********, ** 40229

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

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

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

You said that you made a payment on Boost Mobiles old app that was not applied to your account.

Please note that Boost Mobile retired the legacy app on March 31, 2023, and we notified customers to use the new BoostOne app.

As an exception, I applied a one-time $50.00 credit to your account. Please ensure you are using the BoostOne app to manage your account in the future.

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
                **************************************
                ******,** 80210

                *********************
Initial Complaint
Date:07/05/2023
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.
Over the last two months I've had an issue with boost mobile repeatedly taking money from my account. It took me over a month the first time to get it all resolved it happened so many times. It caused my bank account to be overdrawn more than once. Here I am in the same predicament. They do baked reversed my payment. On their app it's still showing as completed. It's not back in my bank account. I asked for documentation that they completed the request. I have documentation it was submitted only. They told me it was against company policy and they had no way of providing me with a recent of my refund that they claim they processed and closed out. I asked for a manual receipt to be sent to my email just the same as they did the last time. They refused several times. I asked for the rep to ask a supervisor and do far I've been on the phone over an hour. If my money has truly been refunded there should be no problem providing proof. Poor customer service and really should be shut down. It should be against the law the things they do to customers. It's causing me mental stress.
Business Response
Date: 08/01/2023
July 24, 2023

Ms. ***************************
***************************
*********, ** 61820

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

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

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

You said that you have been charged multiple times by Boost Mobile, most recently on June 29, 2023, but you have not been able to get anyone to provide proof, such as a receipt, that a refund was actually issued. You were told this is because it is against company policy.

When a refund is issued, the system processes it electronically, issues a ticket and assigns a number; there is no physical receipt.

Our records do show the refund was issued on June 29, 2023, and we have not received a notification from your financial institution that it was rejected;therefore, it was received and posted to your account.

Sincerely,

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

***************************************************************** /******* Better Business Bureau
                ***********************************350
                ******,** 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:07/05/2023
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 month of May I upgraded my phone plan to a $60 plan that included 30 GB of hotspot data. I did not receive this. In the month of June I paid my phone bill for the month which should have included 30 GB of hotspot data and I did not get that either. On July 5th, I emailed them or message them through ******** and they could not complete my complaint because they were having constant problems with their system. I was charged for services not received.
Business Response
Date: 08/01/2023
July 12, 2023

Mr. ***********************
******************* S.
****, ** 55051

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

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

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

You stated that you upgraded your service plan to a $60.00 per month plan that provides 30 GB of hotspot data. However, you never received this data. You requested that we provide a refund for the service that was not provided.

Please be advised that our records show you were switched to this $60.00 per month plan on May 24, 2023, at your request. Our records indicate that this data was provided. Additionally, our records show that multiple add-on data packs were added by a user with access to the account.

******************** maintains that all data was provided as advertised, and all charges remain valid. Nevertheless, as a courtesy, I have requested refunds for your payments made for this upgraded service plan on May 24, 2023, of $20.94 and on June 6, 2023, of $61.15, totaling $82.09. Please allow 10 to 19 business days for processing.

Sincerely,

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

cc:           ****** /******* 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, although, I never received the 30 GB hotspot data that they advertised.

Sincerely,

***********************
Initial Complaint
Date:07/05/2023
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 went to the store located in ******* to cancel my service. The kid working at the counter said I had to cancel with my phone through the app. I told him I don't know how to do that and asked him to help me do it. He took my phone and said he cancelled my service. So I went home and about my business. A few days later $50 came out of my bank account for **********************. So i called and an agent submitted a ticket to cancel my service and issue a refund. After a few days i still didn't receive a refund I called back and spoke to another agent who submitted another ticket. I still have received no refund. I have not used this phone service. My boyfriend put me on his phone service so i no longer needed my old line and I have not used it. I went to the store to request a cancellation and I was still charged and my account was not cancelled according to the agent on the phone.
Business Response
Date: 08/01/2023
July 21, 2023

***********************
******************************
*******, ** 54901

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

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

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

You requested a refund of your $50.00 payment, as you claimed your service was not canceled as requested.

As a courtesy, I submitted a refund of $50.00.

We apologize for the inconvenience.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/04/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a phone from Boost mobile online which I normally wouldn't but a friend said they have a promotion and I was frantic to get a phone as mine was broken. I saw the phone charge for the month and called customer service to ask if I could switch to a $25 plan afterwards. They said yes. Based on that I made my decision to purchase the phone. After receiving my phone and paying upfront and one billing cycle, I asked if I can switch to the $25 plan and was told no. I was told I had to change my #. I deliberately chose to keep my # from a previous provider because so much is attached to it. Customer service is faulty giving out incorrect information. How about if you moved into an apartment and was told the rent was one thing only to find out it's another. I cannot change my # now due to so much is attached to it and needed to get work. Until the smoke clears, I cannot change my #. I don't understand why they don't have plans for older adults when other companies do. I am trying to trim the fat and keep all my expenses low.I would like to receive the $25 plan as I was told I could or be reimbursed the $15 extra every month.
Business Response
Date: 07/31/2023
July 13, 2023

*******************************
*****************************. 7B
Brooklyn, ** 11229

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

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

On July 11, 2023, we received your complaint, dated July 4,2023, filed with the Better Business Bureau.

You stated that prior to you purchasing a new phone from Boost Mobile, you contacted customer service to see if afterwards you would be able to switch your plan to the $25.00 one, which you indicated you were told would be possible. After you purchased the phone and made one payment, you were informed that you cannot change your plan as promised. You requested a monthly billing adjustment of $15.00.

The call in question was reviewed and the agent was unable to confirm if you were able to change price plans after purchasing the phone.

When customers sign up for service and choose to purchase a phone at a highly discounted rate, they are required to stay on a higher plan to help us recoup the cost. You are able to change your price plan after one year.

We respectfully decline your request for any billing adjustment.

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: 07/31/2023
I understand what they are saying, however, there was no accountability for their customer service. If you provide customer service, then the correct information should be given. So they're saying you're stuck with the phone, so sorry. Had I know the correct information, I would not have purchased the phone. They "could" take responsibility for their customer service but "choose not to."
My complaint is transparency. If you're going to have people untrained and willing to say anything to get you to buy the phone, then sure, you're off the hook. Based on the information given to me at the time of purchase, I would not have purchased the phone. They are still not held accountable.
If you rented an apartment at a given rent and was told a certain thing, only to find out after what you were told was ineffective, you wouldn't rent it. You based your decision on the information that was given.
Customer Answer
Date: 07/31/2023

Complaint: 20273891

I am rejecting this response because: there is no accountability for the information given. I based my decision on what customer service provided. If I was given the correct information, I would not have purchased the phone and bought elsewhere.

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.

Complaints

Find a Location

Boost Mobile

Boost Mobile

Team Mobile - Green Springs

Boost Mobile

Boost Mobile

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Customer Answer

Boost Mobile is NOT a BBB Accredited Business.

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

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Boost Mobile is NOT a BBB Accredited Business.