Complaints

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

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

• 

  Boost Mobile

  827 Taylor Ave Towson, MD 21286

• 

  Boost Mobile

  1 SW 107th Ave Unit 3 Miami, FL 33174-1415

• 

  Boost Mobile

  1420 Paramount Dr Ste B Huntsville, AL 35806-2834

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:07/04/2023

  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.

  Boostmobile is stealing money out of my account back in april i was paying 35 a month plus tax for unlimted text and talk phone stopped working on the 19th of april sobi paid an extra ***** for gb it never worked phone still didnt work so i asked for refund. They told me they cant give me one. But she told me she will remove the recurring 15 a month and she also told me about a unlimited plan that was cheaper that has inlimted gb as well which was ***** a month so i changed my plan. They have been stealing money saying the *************************** my account but i took screen shots that is not showing on my account. And let them knowbit was removed in april when i asked for a refund. She also said she cant take it off my account period. That its a bundle. I told her i never signed up for a bundle. Then i checked my payment history to find out they been taking not only more money. They been doing it twice a month when it just supposed to be ***** a month after taxes. This is a supervisor that told me i can get a refund or credit in my account nor remove what was remived back in april. I want my refund and how can i report them ti get my money back other that disputing with the bank?

  Business Response

  Date: 07/31/2023

  July 21, 2023
  
  
  
  ***** *******
  PO Box 560872
  *********, ** 28256
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ***** *******:
  
  On July 11, 2023, we received your complaint, dated July 4,2023, filed with the Better Business Bureau.
  
  You said that you continue to be charged $15.00 for recurring extra data even though you requested for it to be canceled in April 2023.
  
  Our records show that this add-on plan is scheduled to cancel on your next due date (August 3, 2023). As a courtesy, I applied a $45.00 credit to your account for the previous three charges of $15.00.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:07/04/2023

  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 had a family plan continuously with Boost mobile since January of 2019.They have removed my hotspot from 30 GB originally per each phone for $90 a month. It has been down graded to 2 or 3. GB. , Same price. No explanation.I want my hotspot and data restored. 1 of my phone's won't even reach ****** maps even though I have unlimited talk text and data on all 3 phone's. I included screenshots to show what I got in March and what I get most recently.I have been into a boost mobile store and clerk says can't fix and that they never had a plan like that.The screenshots I included clearly slow I was getting that many GB.

  Business Response

  Date: 07/31/2023

  July 27, 2023
  
  
  
  ***************************
  ****************************************
  *********, ** 92106
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On July 11, 2023, we received your complaint, dated July 4,2023, filed with the Better Business Bureau.
  
  You said you have a family plan with Boost Mobile that included a 30 GB hotspot for each line, but Boost Mobile downgraded the hotspot to 2 or 3 GB with no explanation.
  
  Boost Mobile has historically provided service on the **** Network, which was operated by Sprint. After Sprint and T-Mobile merged in July 2021, 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 closest equivalent plan.
  
  A review of your Boost Mobile account indicates it was migrated to the new **************** on May 3, 2023, and the plan is a,Unlimited Data, Talk & Text + 12 GB a month hotspot for each line up to five lines.
  
  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.
  
  The plan your account was migrated to is the closest available plan to what you had and a review of the devices listed on your account all are showing network unlocked.
  
  As a customer satisfaction gesture, I issued a one-time $20.00 credit to your Boost Mobile account.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *****************************

• Initial Complaint

  Date:07/04/2023

  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 submitted 2 payments from cash app which is ****** bank to Boost mobile to pay on my June 20th bill. Both times the money has been withdrawn out of my cash app to Boost mobile and Boost states they have not received any payments. Online Boost says payment has been made twice and I still have no service. I then again paid tonight 7/3 another 50 payment from another bank and it says it on Boost online that payment was made and still no service. Im out $150.00 for one $50 payment to Boost

  Business Response

  Date: 07/31/2023

  July 20, 2023
  
  
  
  Lekecha Harley
  *****************************
  **********, ** 02907
  
  Re:          BBB Complaint #********           
                  *************
  
  Dear Lekecha Harley:
  
  On July 10, 2023, we received your complaint, dated July 4,2022, filed with the Better Business Bureau.
  
  You stated that you made two payments on June 20, 2023, and your account showed that both posted, but you did not have service. You made an additional payment on July 3, 2023, and you still do not have service.
  
  A review of your account shows that both payments made on June 20, 2023, posted to the account. A refund of one of the payments was issued on June 28, 2023. On July 3, 2023, your financial institution notified us that you had disputed the other payment. As both payments made on June 20,2023, were reversed, this caused your account to be suspended for non-payment. The payment you made on July 3, 2023, restored the service.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  

• Initial Complaint

  Date:07/03/2023

  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.

  Boost Mobile took 3 payments for the month of June out of my account on 5/27/2023. And then took another payment on June 2nd 2023 for the same prepaid moth of June 2023. I notified Boost immediately on the 27th of may 2023 that they had taken 3 separate payments of $61.74 for June 2023 ******* month. And they admitted the error and returned the 2 extra payments from 5/27/23 on 6/2/23 and then took the 4th payment the same day. And then on the 13th of June 2023 suspended my account stating they hadn't received payment for June 2023 which they most certainly did. They clearly over charged by 2 months and then took a 4th payment making it 3 over payments. Also on may 27 2023 they took 2 separate $30 dollar payments for a additional 10 gb of data which was also in error on the boost mobile side. And now they have taken 2 payments of $61.74 for the month of July *********************************** the remaining overcharges refunded. It's caused serious financial problems for me due to the unexpected and unauthorized payments being taken from my checking account. I've repeatedly contacted customer ******* and have been met with a different excuse as to why it happened and have been told everytime that the additional refunds had been sent which they have not nor do they show as pending by my bank. I still have no phone ******* and request a complete refund of all over charges and the payments for both June and July of 2023 since June ******* was suspended on the 13th after being paid for and refund of both payments taken on the ************ month since I have no ******* still. I intend to seek further assistance from regulatory agencies if my requests remain ignored by Boost Mobile ****

  Business Response

  Date: 07/31/2023

  July 27, 2023
  
  
  
  Mr. *********************
  ********************** 11B
  ********, ** 95965
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On July 10, 2023, we received your complaint, dated July 3,2023, filed with the Better Business Bureau.
  
  You stated that you were charged for service three times on May 27, 2023. You also stated that you were charged for two add-on data packs at $30.00 each. You said you were charged for service a fourth time on June 2,2023, the same day that you notified Boost Mobile about the error and requested a refund. You said your account was then interrupted on June 13, 2023, and you still have no service. Additionally, you stated that you were charged for your July 2023 service twice, despite your service being interrupted. You requested that we refund all payments and overpayments for your June 2023 and July 2023 service.
  
  Our records indicate that you were charged for one 10 GB data pack at $30.00 on June 1, 2023. Your account indicates that this purchase was made via our website. We maintain that this fee remains valid; nevertheless,as a courtesy, I have applied a one-time credit of $30.00 to your Boost Mobile account. Please allow ******************************************* your Boost Mobile account balance.
  
  Our records show that your account was interrupted due to receiving a chargeback for the two additional charges of $61.74. Due to the nature of prepaid service, when a chargeback is received, the funds are removed from your account, causing the service to be interrupted. We regret any inconvenience this may have caused. However, while this chargeback is active,we are unable to process your refund. If you wish for your service to be restored, you will need to return these funds to the account by making a payment of $123.48, at which time we will submit a ticket to restore your account.
  
  Please note that we do not show multiple charges for your July 2023 payment. As this payment was submitted via the app, we maintain that the charge remains valid. Continued payment is required if you wish to have your Boost Mobile service restored. Boost Mobiles terms and conditions state that all payments submitted to Boost Mobile are final and non-refundable.
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:07/03/2023

  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.

  My two children are with Boost Mobile they removed my son off of the family plan when Boost changed from one system to the other system my son has been without a phone for two months due to a mistake that boost has caused I am being told his number hae been deactivated in which it was done by boost mobile **** corporate number my son is special needs and this is not should have been handled in a timely fashion I am not happy with Boost not taking care of a problem they created .

  Business Response

  Date: 07/31/2023

  July 24, 2023
  
  
  
  ***************************
  **************************
  ***** Oak, ** 21207
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************:
  
  On July 10, 2023, we received your complaint, dated July 3,2023, filed with the Better Business Bureau.
  
  You said that when Boost Mobile moved from one system to another, your sons phone was removed from the family plan and has not had service for two months. You were also told his phone number has been deactivated.
  
  As stated in my email to you on July 20, 2023, I was not able to locate a Boost Mobile account with the information you provided, and I did not receive a response.
  
  Please contact customer care at ************** and provide them with the information necessary to locate an account, such as the phone number, name, address, etc.,so this issue can be researched.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:07/03/2023

  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 recently had to renew my ACP benefits and was directed to a boost store to complete the process. I went to the locations at *************************************************************************************** ************** ******* (Caucasian woman wit brown hair) called ****** her district manger that day who stated the store had an outage nationwide and to pay the $30.00 fee and then check back with the store in a few weeks and the $30 actually charged $34 would be credited to the accounts for future boost purchases. I arrive at the store today 07/03/2021 and there was a completely different attitude. I was Informed multiple times that BOOST STORE FRONT. Cant help with the problem and that this GOVERNMENT PROGRAM FOR PEOPLE ON FOODSTAPS AND ******** DONT MAKE THEM NO MONEY!! That she pretty much sick of the program and that BOOST IS MOVING TO POST PAID ! All she does is tablets. WHEN I was finally able to speak and explained she is the one who advised me to come back and even mentioned the person ****** she called ( who she said he not her boss she has been the manager for over 7 years )and he cant promise me that! I let her know that her attitude was complete different from when I can in and showed her the receipt and tried to advise that the only reason I was there was to let her know customers once again were told to come to a store. The best part of this conversation is that I actually worked for the State and to have someone tell me that this government program from FOODSTAMP ******** is really not use to them is amazing . I have also notified the *** of my complaints with this whole process. She appears to be angry and disgruntled with the multi billion dollar project and sadly I actually was a boost customer for over 10 years and removed all but one line due to these types of comments and **** poor service. Also she is the person O purchased my phones from for my son and daughter. I can say with certainty that had this been a different location the service would have been better

  Business Response

  Date: 07/27/2023

  July 13, 2023
  
  
  
  *************************
  ***********************.
  ************, ** 32244
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On July 10, 2023, we received your complaint, dated July 3,2023, filed with the Better Business Bureau.
  
  You said you qualify and have been approved for the Affordable Connectivity Program (ACP), and you need assistance with getting the benefits added to your Boost Mobile account. You mentioned that you visited one Boost Mobile store but they were unwilling to provide assistance. You indicated that your payment of $30.00 ended up being $34.00. You requested assistance with your account.
  
  The ACP is a federal government benefit program available to select eligible households. Customers may qualify via income and/or enrollment in other government assistance programs.
  
  The attachment you provided shows that your Boost Mobile ACP application has been rejected. Please visit a participating store to reapply. Please ensure that the information you provide on your Boost Mobile ACP application is the same as you provided on your ACP application.
  
  In regards to the payment, Boost Mobile retail locations do charge a fee to process payments. As Boost Mobile stores are independently owned and operated, they do regulate their own charges.
  
  We sincerely regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20270291
  
  I am rejecting this response because:my receipts somehow accepted and then it was rejected after BOOST MOBILE NEVER UPDATED THE ACCOUNT. There are emails also attached showing BOOST MOBILE UNENROLLED ME AGAIN ON July 1,2023. I have went to several stores who are franchise AND REFUSED TO PARTICIPATE for the same reason which I have stated on several calls including via social media and this week again when holding for over 1 hour. I tried to complete all the steps multiple times ACP STATES THEY HAVE BEEN PAID SINCE JUNE 16,2023 BUT MY SERVICES HAVE BEEN DISCONNECTED TWICE! And I had to pay again . SO BOOST IS RECEIVING DOUBLE PAYMENTS
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/14/2023

  August 11, 2023
  
  
  
  *************************
  ***********************.
  ************, ** 32244
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On August 10, 2023, we received your rebuttal, dated August 9, 2023, filed with the Better Business Bureau.
  
  You rejected our response,as your application showed accepted and then rejected and we never applied the benefits to your account. You also mentioned that you have visited several stores, but none of them are participating in the Affordable Connectivity Program (***). In addition, you indicated that the *** said Boost Mobile has been receiving payments for your account since June 16, 2023. 
  
  As I advised you in our email correspondence, our records indicate that your Boost Mobile *** application was rejected, and you need to reapply at either a Boost Mobile participating location or by using this link: **************************************************. I told you to send me the application number once you have reapplied, so we could continue to monitor your account.
  
  Our records do not indicate any *** payment has been received for your account since it was migrated to the new billing system on May 24, 2023.
  
  We sincerely regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C. 
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************;

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20270291
  
  I am rejecting this response Sadly this has happened before with boost mobile and to ask me to call stores  PLEASE NOTE I LIVE IN ************ ******* WHERE THERE ARE THOUSANDS OF STORES SHAME ON YOU!!!
  
  
  I was unenrolled in error BY BOOST AND now I am being told to fix it. Love the snarky response of Inwill give you the port information to transfer services as YOU KNOW THE COMPANY MESSED UP my account and you cant figure out how to fix it. I will send you every communication as you seem to appear to not have seen them in my BBB and FCC. Complaints. Inn musing previous correspondence.
  
  
  Do better! We are now in month 3 of resolving this issue and even with your position you cant solve it.
  
  
  There was a time when Boost was really great not sure how it got to this point

  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/03/2023

  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 June 5, 2023 i received a text from Boost Mobile telling me my bill had been paid. My bill wasn't due until the 6th so the money wasn't in my bank account. I called ********************** and they said someone had paid it but they didn. 't know who. On June 8th, Boost Mobile took $40.87 out of my account for the bill again. I called them again, they said it wasn't showing up on their end. So i calledl my bank and disputed the c. charge . On June 23rd they shut service off. I ****** them again, they said i had some credit and i would have to pay $16.42 to have my service restored. 9n June 24tg i ended up paying $16.42 to get my service restored. It us now the 39th 9f june and i still have no service. I have a huge chat log where ive been talking to them on. Live chat through the BoostOne app. Ive called them 3 times as well. Each person ive talked to kees tling e t. They have to submit a correct ticket and escalate it so my service will be restored but nothing has happened. They keep closing out the tickets instead of restoring the monthly service i paid for and they will not restore my service ir refund my money.

  Business Response

  Date: 07/31/2023

  July 21, 2023
  
  
  
  Ms. ******* Edge
  **************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. *************** July 11, 2023, we received your complaint, dated July 3,2023, filed with the Better Business Bureau.
  
  You expressed frustration that your service was interrupted despite your billing being up to date.
  
  Our records show that you initiated a chargeback, which is why your service was suspended. Because you disputed the charge of $40.87, that balance was returned to the card used to make the payment, but the balance will remain on the account, as it is considered valid. In order to unsuspend your service, you will need to make a payment of $25.45, as you received billing credits.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************

• Initial Complaint

  Date:07/03/2023

  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.

  On 12/24/22 I went into the Boost Mobile location at *********************************************************, specifically to sign up for the holiday promotion of "bring your own phone" , which allowed for a $200 gift card after 3 consecutive payments. I signed up. Since then, I followed up on the promotion, in store, after the 3rd payment in March and was told that it would be sent to me via email and that it would take 6 weeks to do so. After the 6th week in May and I still hadn't received it I contacted customer service to find out the status and was told that I would have to go into the store to redeem. I went back the store on June 13th and was told that that I needed to contact ************ (Incomm incentive) or by email at ******************************* I did both. The number directs me to reach out to the store location, and the email bounced back as "address not found". It is now June and neither the store location or customer service has done anything but send me back and forth between the two. I find this beyond ridiculous that neither the store or customer service is willing to honor the advertised promotion. And, I find it even more ridiculous the average consumer would have to go through to get them to do so. I have attached a picture of the promotion from the store in December and the information the store employee gave me to contact a support department in June. I am hoping you will get resolution to this matter and I can get what was advertised, as it was the only reason I switched service to them.

  Business Response

  Date: 07/27/2023

  July 13, 2023
  
  
  
  *************************
  *****************************************
  **************, ** 20774
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On July 10, 2023, we received your complaint, dated June 28,2023, filed with the Better Business Bureau.
  
  You stated that on December 24, 2022, you visited a Boost Mobile store and signed up under a promotion where if you made three consecutive payments you would receive a $200.00 gift card. You followed up with both the store and customer service, but you have not received your gift card. You also expressed concern with the customer service you encountered.
  
  As an exception, a $200.00 credit has been added to your account in lieu of the gift card.
  
  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: 07/29/2023

   
  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:07/03/2023

  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.

  Agent made unauthorized changes to my account. Refused to give me my account number. Offered a free month and did not apply the free month to my current bill due July 3rd 2023. When I contacted the company they gaslight that claiming I have no account with **********************. The number is used to access site like mysocialsecurity during a two step verification process. The balance should show as zero or a due date of 8/3/2023.

  Business Response

  Date: 07/27/2023

  July 20, 2023
  
  
  
  *******************************
  ** 32304
  
  Re:          BBB Complaints #******** and #********            
                  *************
  
  Dear ******************:
  
  On July 10, 2023, we received your complaint, dated July 3,2022, filed with the Better Business Bureau.
  
  You stated that you requested a payment extension to July 6,2023, and you were offered a free month of service, but you did not receive either. You also mentioned that in the past your service was interrupted before the end of the billing cycle.
  
  Payment extensions are not possible on Boost Mobile accounts.
  
  On July 3, 2023, you were offered a free month of service with a plan change. You accepted the offer. The plan change was made on the account and a credit of $32.52 was applied.
  
  Your phone number was ported out to another carrier on July 7, 2023.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  

• Initial Complaint

  Date:07/03/2023

  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.

  Seeking reasonable accommodations. 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. Past months my phone service was interrupted prematurely and prior to the end of the billing cycle. This is bad business and inappropriate. Please extend a courtesy to my account due to the holiday. No service interruptions till after the 6th of the month. Please contact me by email or voicemail with the following information: Account number Passcode Confirm the billing address on file

  Business Response

  Date: 07/27/2023

  July 20, 2023
  
  
  
  *******************************
  ** 32304
  
  Re:          BBB Complaints #******** and #********            
                  *************
  
  Dear ******************:
  
  On July 10, 2023, we received your complaint, dated July 3,2022, filed with the Better Business Bureau.
  
  You stated that you requested a payment extension to July 6,2023, and you were offered a free month of service, but you did not receive either. You also mentioned that in the past your service was interrupted before the end of the billing cycle.
  
  Payment extensions are not possible on Boost Mobile accounts.
  
  On July 3, 2023, you were offered a free month of service with a plan change. You accepted the offer. The plan change was made on the account and a credit of $32.52 was applied.
  
  Your phone number was ported out to another carrier on July 7, 2023.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************