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

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  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

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  Team Mobile - Green Springs

  66 Green Springs Hwy Homewood, AL 35209-4902

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  Boost Mobile

  827 Taylor Ave Towson, MD 21286

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  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

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:06/29/2023

  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 June 22, 2023, I purchased a One-Time Extra 2GB data for $10 for use with hotspot, because it specifically stated that can also be used for hotspot. A??er spending over an hour with Boost tech support, I was told that that the add-on data package can NOT be used with hotspot. Their statement that this can be used with hotspot is deceptive and false.Also on June 22nd, after it was discovered that the extra data package does not work with hotspot, I was told by tech support that if I upgraded my plan, I would have access to that additional data and be able to use it with hotspot. I called back a little bit later and spoke with sales, and was told the same thing. So I spent an additional $27.06 for the pro-rated cost of the remaining month to upgrade my plan, and was told I should have access to that data within an hour.When I changed plans, it advertised *************** However, this is also a deceptive and false statement. It actually provides 35GB data per month. This is stated in the fine print on the website, but is NOT stated anywhere within the BoostOne App during purchase.On June 23, 2023, I received a notice that my plan had upgraded, however, my data plan availability was still out. I once again spoke with tech support, and was told this would be corrected, but that I could purchase additional data in the meantime. (Why do they keep pushing me to purchase additional services, when the services I've already purchased aren't being provided as promised??) On June 24th, I still did not have access to the upgraded plan data, so called again, and over the course of this call, was again offered to purchase additional data. This time I insisted I speak with supervisor or manager. The end result of that call was that I would be issued a credit of $27.06, because the services that were promised (the access to data that came with the upgraded plan) were not delivered. I still have not received that credit $27.06.

  Business Response

  Date: 07/25/2023

  July 24, 2023
  
  
  
  Ms. *******************************
  **************************************
  ******, ** 80134
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On July 5, 2023, we received your complaint, dated June 29,2023, filed with the Better Business Bureau.
  
  You stated that you purchased a one-time 2 GB data add-on for use on your hotspot, but you were not able to use it. You also indicated that you were advised that if you made a payment for service, you would be able to access your next months data allotment, but this was untrue. In addition, your plan is advertised as providing unlimited data, but you only receive 35 GB per month. You requested an adjustment of $27.06 bill, which you were supposed to receive.
  
  Our data add-on packages are solely for your mobile data allotment. They do not provide additional hotspot data. We regret any inconvenience that this may cause. As a courtesy, I applied a one-time credit of $10.00 to your account for the purchase price of this add-on service. Please allow ************************************ your Boost Mobile balance.
  
   Unlike with our CDMA network plans, the ability to renew your monthly data allotment via monthly payments is currently unavailable. Please be assured that we are diligently working towards implementing this feature for future use.
  
  Please note that there is no notation on your account indicating that a credit had been offered. Nevertheless, as an exception I applied a one-time credit of $27.06 for your payment made June 22, 2023. Please allow ************************************ your Boost Mobile account balance.
  
  Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources,Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 07/26/2023

   
  Better Business Bureau:

  ******************************* does not seem to quite understand what the problem was - I changed my plan after this event so much of what they are discussing regarding the unlimited plan did not apply at the time. However, the resolution is above and beyond what was requested and greatly appreciated. It is unfortunate that there was no record made of the conversation I had with the manager regarding the credit.
  
  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:06/29/2023

  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 paid $5.00 for a one time 1G data pack add on thru the company's mobile app. It stayed error, so I contacted boost mobile customer service. They said the money was applied to my account for next months bill & that I would have to pay an additional $5.00 for the service.

  Business Response

  Date: 07/24/2023

  July 13, 2023
  
  
  
  ***********************
  ********************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On July 5, 2023, we received your complaint, dated June ******, filed with the Better Business Bureau.
  
  You said that you paid to add 1 GB of data to your account,but you received an error.  You contacted us and you were advised that you would need to make a payment to add data. You requested a refund.
  
  Our records show a $5.00 payment on June 29, 2023, which applied toward your regular monthly rate of $76.00.  You paid the remaining $71.00 on June 30,2023.
  
  While we sincerely regret any inconvenience this issue may have caused, and we appreciate you bringing your experience to our attention,as the credit balance was used toward service, we are unable to provide a refund for this issue.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:06/29/2023

  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.

  Potential Boost mobile SCAM. I have called BoostOne/Boost mobile 3 times for the same issue, i.e. to add data to my plan. I was initially told that Boost no longer allows customers to "restart" their plans before the due date. I understood that, so I asked to add a data pack because I would not be able to wait 4 more days for my plan to restart as scheduled. My phone's data was already slow making data use almost impossible.Steps I took:1-On 2 occasions/ calls I made to Boost, the agents asked me how much DATA I would like to add, 1, 2 or 5? My response both times was 5. Both agents claimed they heard me say 5 dollars. Dollar amount was never their question so I would not have responded with a dollar amount. So they prematurely (both times) added only 1 Gb of data meaning I would end of paying more money merely due to the fact that, the agents did not add the ORIGINAL amount of data for which I asked.2- I called backed 3rd time ASKING to speak with a SUPERVISOR to assist with rectifying this issue, by adjusting my bill for the correct amount of data and to report the continued claim from the agents of misunderstanding. I waited almost an hour only to be transferred to another regular agent as opposed to a SUPERVISOR. So because I need to use my phone data, I have just spent more money for data because my initial request was not given twice, i.e. 2 days in a row.This issue has never happened until after Boost's change to Boostone vs their previous brand Boostmobile. This seems to be intentional from Boost's operational level.* I would simply like a refund of $10 to rectify the mistakes made by the previous agents. This is about principle... and $10 that I spent due to the agents' negligence. Thank you.

  Business Response

  Date: 07/24/2023

  July 12, 2023
  
  
  *************************
  ******, ** 20707
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear *******:
  
  On July 5, 2023, we received your complaint, dated June 29,2023, filed with the Better Business Bureau.
  
  You stated that you contacted Boost Mobile customer service three times requesting that 5 GB be added to your account for $15.00. You mentioned that instead of adding the 5 GB, you were only given 1 GB, as the agent claimed they did not hear you request the additional data. You indicated that you were previously able to restart your plan by making an additional payment. You are requesting a refund of $10.00.
  
  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 system, and your grandfathered plan is no longer available. Consequently, the ability to renew your monthly data allotment via monthly payments is currently unavailable. Please be assured that we are diligently working towards implementing this feature for future use.
  
  We did review the calls that took place, and during the first call, you specifically asked the customer care agent, How much is 1 GB of data? The customer care agent advised you it would cost $5.00, which you accepted and proceeded to provide your card information to process the charge.During the second call, you asked, How much data can I add? To which the customer care agent responded, You can add 1 GB for $5.00, 2 GB for $10.00 or 5 GB for $15.00. As you only replied with, Okay, Ill add 5, and did not specify $5.00 versus 5 GB, the $5.00 payment was processed. It was not until the third call that you claimed you requested the $15.00 add-on both times,which the call review shows you did not.
  
  As the account reflects you used all data added to your account, we respectfully decline your request for any refund. However, in the interest of customer service, a $10.00 credit has been applied to your account.
  
  Sincerely,
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** *****

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20254719
  
  I disagree with your reasoning, but I appreciate and accept the $10 credit. Thank you.

  However, you stated that I did not specify $5 vs 5GB, but I actually did. Even if I did not specify , why would it be ok for the customer services agent to assume that I only wanted 1GB for $5? (Which in turn creates a model that prompts customers to call back and pay more for extra data because your agent claimed that they did not hear me. That is not reasonable, nor does it make for a sensible business model.

  Its my hope that in the future, Boost with listen to the entire call and come to a more sensible and just outcome. It sounds like you chose to deny a refund because that would mean admitting that Boost customer care was wrong. Please know that I(the customer have the wherewithal to discern the difference btwn your unfair reasoning and the reality of the what actually happened.

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

• Initial Complaint

  Date:06/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  boost mobile over charge me 2 extra payments which was $35.00 twice and i called 611 on my cell they keep sayin 7 to 10 business days the over payment was June/ 1/ 2023 i kept asking to speak to someone higher than him he kept repeating himself how can i help you then he said i see no payments no history of the over paid i paid it on there app boost one i just want my money back and not to continue to there service

  Business Response

  Date: 07/24/2023

  July 20, 2023
  
  
  
  Ms.*************************
  ***************************************** 408
  ***********,** 45505
  
  Re:          BBB Complaint #********           
                  *************
  
  Dear **************:
  
  On July 5, 2023, we received your complaint, dated June 29, 2023, filed with the Better Business Bureau.
  
  You stated that our system took two extra payments on May 30, 2023. You requested a refund.
  
  Our records indicate that two refunds of $35.00 each were processed on June 2,2023, to correct the overpayment. Please contact your financial institution to confirm this.
  
  On July 7, 2023, two credits were applied to your account, totaling $60.16.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  **************************************************************** / ******* Better Business Bureau
                  ****************************************
                  ******, ** 80210
  
                  *********************
  

• Initial Complaint

  Date:06/29/2023

  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 came to Boost Mobile on Friday, June 16th and have had nothing but issues. My phone doesn't recevie all calls nor can I call out all the time. I've called numerous times, even went into the Boost Mobile store and requested my money back because of the false advertisement of service and was told no. They put a new sim card in the phone and told me it would resolve the issue and that was a lie. As of today, when I try to call out I am directed to Boost Mobile. I have a sister with Cancer and I can't check on her because of this issue wtih Boost Mobile who promised me service the second I gave them my money. Boost Mobile have the poorest customer service I have ever experienced in my life. I need this issue resolved and get my money back.

  Business Response

  Date: 07/24/2023

  July 13, 2023
  
  
  
  *************************************
  **********************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On July 5, 2023, we received your complaint, dated June 29,2023, filed with the Better Business Bureau.
  
  You said that you are experiencing issues with your device,as you are unable to make or receive calls all the time. You went to a Boost Mobile retail store and requested a refund, but it was denied. You also mentioned your dissatisfaction with customer care, and requested a refund.
  
  As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service.
  
  Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside is located within our coverage zone, and no network issues were identified.
  
  Your account reflects over ***** talking minutes used during the billing cycle of June 16, 2023, through July 16, 2023.
  
  Your calls were reviewed and the agents that attempted to assist you remained professional and respectful throughout the call, a courtesy that you did not return. They attempted to assist you with troubleshooting; however,you continued to call back on the same device even after being asked to call back on a different device (so the troubleshooting steps could be completed).
  
  As you are outside our ten-day money-back guarantee, we respectfully decline your request for any refund for the service. Regarding a refund for the device, ******************** stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. You would need to contact the Boost Mobile store where the phone was purchased to inquire about their refund policy. 
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C. 
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************;

• Initial Complaint

  Date:06/28/2023

  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 May 30, 2023, I made my regular payment of $50. My account was charged $50, 3 times for a total of $150. I called and customer service requested a refund. On June 3, 2023, 2 deposits of $50 each was refunded to my debit card. Today June 28, 2023 my bill is due again. On the Boost One app my bill is listed as $150, my monthly bill is regularly $50. I called customer service and they insist that they refunded $200 on June 3rd. I have screenshots of my debit card transactions showing the $150 debited on May 30. The refund on June 3rd. They refused to give me an email or other method of proving the amount. I decided to switch my cell service to Xfinity and call to get a pin number to change my service, while keeping my phone number. They refused to help and then hung up on me. I went to the local Boost Store in ******. The attendant was very kind, she let me know the manager be there till tomorrow. She was not surprised at how I was treated and said she has the same issue with Boost customer service. I've had this phone number for 16 years. I've been a Boost customer for at least 6 years. Account: ************ Phone number: ************

  Business Response

  Date: 07/24/2023

  July 17, 2023
  
  
  
  *****************************
  *********************************************************
  ******, ** 81003
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On July 5, 2023, we received your complaint, dated June 28,2023, filed with the Better Business Bureau.
  
  You said that multiple payments were deducted from your bank account.  Two payments were refunded, but when your next bill generated it reflected an additional $100.00 refund.  You also mentioned you were hung up on.
  
  I forwarded your issue to our Billing Team. They were able to confirm that a system issue caused an additional refund to reflect on the account.  They have since reversed that item, correcting your billing.
  
  I reviewed your call to us and found that it dropped while you were speaking with our agent.  However,she was able to advise you to contact a Boost Store beforehand.
  
  We sincerely regret any inconvenience or confusion this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20252576
  
  I am rejecting this response because:  

  I went to the Boost mobile store three times that week to resolve the issue and no one was willing to help me. The lady in the store was kind, however even she couldn't get cooperation from her managers. I was hung up on more than once. I needed the porting pin, so I could keep my phone number. I've had the same phone number for 16 years and because if this, I had to get a new one. Some of my accounts I cannot access because of this. I have a small business connected to this number.I also lost $300 trade in value for my Boost phone, because they wouldn't release my phone number. I paid my phone off 1 month before this happened and now I have to nake payments on another phone. I will not accept anything less than the $300 they cost me, due to their refusal to resolve this situation in a timely manner. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/12/2023

  August 10, 2023
  
  
  
  *****************************
  **********************************************************br>******, ** 81003
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On August 9, 2023, we received your rebuttal, dated August 8, 2023, filed with the Better Business Bureau.
  
  You said you tried to port your number out, but you were unable to get your porting information.
  
  A review of your calls to us revealed that you contacted us on June 28, 2023. I found that one call dropped, and during another call, you were referred to a store to verify your identity. During the third call, you were provided your port out PIN. We received no additional contact after that date.
  
  Please note that you can still port your number out with your account number and port out PIN, which is currently ******.
  
  While we sincerely regret any inconvenience, we are unable to provide you with any compensation for this issue.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:06/28/2023

  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.

  Last week Boost mobile turned off my service. I asked why and they told me that it was a charge back. I said I didnt request a charge back, but to save the headache I paid the bill. My bank account was charged twice and jt took days for my service to restore. Here comes Monday and boost turned off my service again. They said it was another charge back which I never requested. So they force me to pay again. Let me remind you that I paid my bill in the beginning of the month. Now theres 4 charges which 2 is a double charge. I was told to wait a hour, then it turned into 24 hours. Next day nothing. I was told to wait a few hours and my service will be restored. I called in again and they said 24 hours again. Wednesday I spoke with a supervisor and was told it would be on in 20 minutes. Call back and now theyre saying ***** hours from day! Stay far away from this company. Also I was refused a supervisor multiple times and I had to call back several times just to get the right agent to send me to a supervisor.

  Business Response

  Date: 07/24/2023

  July 21, 2023
  
  
  
  ***************************
  1621 *******.
  *********, ** 95363
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On July 5, 2023, we received your complaint, dated June 28,2023, filed with the Better Business Bureau.
  
  You said your service was suspended due to chargebacks, which you did not initiate.
  
  A review of your account records shows that we received notification that two payments had been disputed: one was for April 2023 for $16.25 and the other was for June 2023 for $26.55. The notification we received was from your financial institution or card issuer. As a result, the reversals or chargebacks were performed on your account, which is the reason for the temporary suspension of service.
  
  If you are certain that you did not request these transactions to be disputed, I recommend you contact the issuer of your card to discuss this matter.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *****************************

• Initial Complaint

  Date:06/28/2023

  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 purchased an IPhone SE from boost mobile in December 2022. The device was a gift for my little brother. He was not ready to use the phone yet and lost the *** card in January or February. The phone is set on autopay and is paid monthly, since December. I am now ready to get the phone a new *** card and have been getting nothing but run around from boost mobile and excuses as to why I cant get a new *** card. I was told over the phone last week that I couldnt get a new *** card over the phone through mail that I would have to go into a boost mobile store, I went to the store today and was told that I couldnt get a new *** card unless I bought in a new device as the **** number was already linked to the account and would have to be released in order for me to get a new *** card. I am currently on hold with boost mobile and have been on the phone for nearly an hour trying to figure out why I am unable to get something as simple as a replacement *** card. The women I am speaking to now tried to send a new *** card via mail, which is ok but I need it before 7/6 as I am going out of state for vacation. This confused me because when I called last week I was told I wouldnt be able to get the *** card sent via mail. I am wasting time on the phone with boost and wasting more time going into the stores like they told me to, with no progress on getting a *** card to be able to use the device I paid for and the bill I pay monthly

  Business Response

  Date: 07/25/2023

  July 24, 2023
  
  
  
  *******************************
  *************************** 32
  *********, ** 06515
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On July 5, 2023, we received your complaint, dated June 28,2023, filed with the Better Business Bureau.
  
  You said you have been unable to get a replacement SIM card from Boost Mobile directly, or a retail store.
  
  When we spoke on July 24, 2023, you said that you requested your account be disconnected (as you were unable to obtain a SIM card) and Boost Mobile collected another payment on July 20, 2023. You requested a refund of your final payment and asked for your device to be unlocked.
  
  As an exception, I requested a $41.15 refund; please allow two weeks for processing. I also submitted an unlock request for your device.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  

• Initial Complaint

  Date:06/28/2023

  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.

  Having issues with adding extra data plan the phone number ************ very poor customer service supervisor has no knowledge or time frame when the issue will be resolved was given a reference number ***********. I've been dealing with this issue for over a month now with no resolution requesting refund billing adjustment and restore of data

  Business Response

  Date: 07/24/2023

  July 12, 2023
  
  
  
  *************************************
  ****************************
  ***********, ** 06053
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **********************:
  
  On July 5, 2023, we received your complaint, dated June 28,2023, filed with the Better Business Bureau.
  
  You stated that you have been having problems adding data to your account, and customer service is unable to provide you a time frame when this issue will be resolved. You requested a billing adjustment.
  
  Our records indicate that your account has been impacted by a known issue where data packs added are not available immediately. Our teams are working diligently towards a fix; however, at this time we do not have a timetable for resolution.
  
  A credit of $40.00 has been applied to your account for the inconvenience.
  
  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

   
  Complaint: 20249810
  
  I am rejecting this response because:

  Boost Mobile has still not addressed the concerns or resolve the issues of installing the data pack onto the phone number of ************ their customer service is poor they're unable to answer any questions regarding it's the service in the future will be redeemed even if purchased as a customer until they have addressed these issues I will continue to raise the issue until it's been resolved even if they credit the account they still did not credit for the inconvenience the long hours on hold over 2 hours for every phone call to speak to a supervisor that had no knowledge or resolution to my issue.
  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:06/28/2023

  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.

  Went to boost to get new service never got the service at all so I call the next day to see whats going on no one could give me a answer the service was horrible the stole my money on a service that I never had with boost Im still with my same company I dont have boost phone nothing and I was still handle bad. I never received a receipt for the service and when I called them what was charge in the store should different on they side a big scam

  Business Response

  Date: 07/26/2023

  July 26, 2023
  
  
  
  *********************************
  ******************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On July 5, 2023, we received your complaint, dated June 28,2023, filed with the Better Business Bureau.
  
  You said you made a payment, but you never activated your service. You requested a refund.
  
  Please note that Boost Mobile stores are independently owned and operated. As such, payments made to them, are not generally refundable through Boost Mobile. Our records indicate that an account was created, but no payment was attached to it. Therefore, I forwarded your issue to the appropriate department for investigation. If they are able to locate and retrieve your payment, we will refund it to you as soon as possible.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************