Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,964 total complaints in the last 3 years.
1,517 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:06/19/2023
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 switched from metro pcs to boost under a promotion deal that after paying three payments I would receive a $200 gift card that can spend on anything as if was cash I have made 6 going on 7 payments and boost has still yet to give me my $200 gift card when I call and talk to customer care they just give the runaround
Business Response
Date: 07/17/2023
July 6, 2023

***********************
** 75227

Re:BBB Complaint #********
119909696734 - *************

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

On June 26, 2023, we received your complaint, dated June 19, 2023, filed with the Better Business Bureau.

You said that you initiated service under our Black Friday $200.00 gift card promotion.

A review of our records indicate that your account was initiated on August 4, 2022.

In order to be eligible, your account needed to be initiated between November 24, 2022, and January 5, 2023. As your activation was well before that window, we are unable to provide the gift card you requested.

Sincerely,

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

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

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

Customer Answer
Date: 07/17/2023

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,

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

Customer Answer
Date: 07/18/2023
Yes to whom it may concern I started my plan in dec I bought the phone for my son and have been on phone with boost mobile numerous times I met all requirements so I should have been sent my $200 gift card I do not n o why I keep getting the runaround and they have the correct number which is ************ they told me could be they didnt have correct email but yet they send me emails for my phone bill and when they cut off my phone a day before its due they also switched my bill from being due on 22nd to the 24th not sure why but I talked to a boost mobile representative 2 days ago and they said they put my claim for my $200 gift card thru on July 6th so I should receive my email to get my $200 gift within 6 to 8 weeks so hopefully this if true as I have been told this 3 different times already
Initial Complaint
Date:06/19/2023
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 changed my phone to a ******** 5g through Boost in ********* **. This phone had issues from day one. A few months later I used the insurance and got a replacement. It was same make model and had same issues. Only worse . Was told I could only replace with same phone.I am 74 yrs old and need a reliable phone. I have had situations where I haven't been able to call. The settings flip on their own. Today I couldn't reboot ( sometimes this fixed issues) and my phone locked up. I couldn't use it. This is a daily happening!!!All I want is a reliable phone. Every day it's s another problem. I was told by a customer care rep that I could get another phone, turn mine in, and pay the difference I called three Boost stores and was told NO not possible! I am on fixed income and cannot spend a lot on a phone. But it seems the ******** isnt a good phone.....so why can't I replace it!!?I am disgusted. This isn't right or fair!!!
Business Response
Date: 07/17/2023
July 11, 2023

*******************************
373 ************.
*********, ** 11772

Re:BBB Complaint #********
836483148173 - *************

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

On June 26, 2023, we received your complaint, dated June 19, 2023, filed with the Better Business Bureau.

You stated that you purchased a ******** 5G from a Boost Mobile store and replaced the device through insurance, but you continue to have problems with it. You mentioned that customer service said you should be able to trade it in for a different model and pay the difference, but the stores say that is not possible.

Our Boost Mobile Terms and Conditions disclose that new equipment is sold with a one-year manufacturer's warranty. Boost Mobile does not manage these warranties, and any device issues requiring warranty assistance should be directed to the equipment manufacturer. New Boost Mobile branded devices purchased from any of our authorized third-party retailers are eligible for return within seven days of purchase for a full refund. The device must be returned in like-new condition (i.e., no cracks, scratches, liquid damage or other damage). Handset returns must include original packaging with all original kit components.

Boost Mobile retail stores are independently owned and operated and although they are subject to specific franchise service level agreements, they set their own, individual policies and procedures regarding products and services separate from Boost Mobile Wireless.

You will need to pursue any warranty or device issues with ******** or through your device insurance.

We regret any inconvenience you may have experienced and thank you for your business.

Sincerely,

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

cc: ****** / ******* Better Business Bureau
********************************************************************

*****************************
Initial Complaint
Date:06/19/2023
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.
June 12 2023 for the price of $475.00+ I bought a new phone and the battery was defective I was promised a replacement phone after all the run around with ******* and told call them back and I did and now they won't do nothing and I'm still paying for the phone me and my family have been a customer for over 20 years since they were Virgin mobile they do not care anything about loyal customers
Customer Answer
Date: 07/01/2023
01/01/2022 I contacted boost about my battery warnings that appeared on my phone they did nothing and won't even give me info to give my lawyer or my own account info the emails they give me don't even exist
Business Response
Date: 07/14/2023
July 11, 2023

Mr. *************************
3109 *************
**********, ** 90640

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

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

On June 26, 2023, we received your complaint, dated June 19,2023, filed with the Better Business Bureau.

You stated that on June 12, 2023, you purchased a phone through Boost Mobile, but the battery was defective and you said you were promised a replacement.

Our Boost Mobile Terms and Conditions disclose that new equipment is sold with a one-year manufacturer's warranty. Boost Mobile does not manage these warranties, and any device issues requiring warranty assistance should be directed to the equipment manufacturer. New Boost Mobile branded devices purchased from any of our authorized third-party retailers are eligible for return within seven days of purchase for a full refund. The device must be returned in like-new condition (i.e., no cracks, scratches, liquid damage or other damage). Handset returns must include original packaging with all original kit components.

Our records indicate that the phone was purchased on April 8, 2022.

In our email correspondence, I advised you that at no point did any agent promise you a replacement phone. In fact, no calls were made to Boost Mobile until June 14, 2023, requesting an exchange. I informed you that it was your choice to decline the device protection when you purchased the phone; as such, it would become your responsibility only to incur the cost to fix and/or replace the device.

We respectfully decline your request for a replacement phone.

Sincerely,

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

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

                *********************;
Customer Answer
Date: 07/14/2023
all false was promised via phone and made literally hundreds of phone calls I have provided and still have proof and videos of the store they told me to go to all lies just be bbb to further assist in a suit also after talking to corporate my service was disconnected then overcharged and still dealing with the issue with no resolution
Complaint: 20206333

I am rejecting this response because:

Sincerely,

*************************
Business Response
Date: 07/31/2023
July 25, 2023

Mr. *************************
3109 *************
**********, ** 90640

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

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

On July 25, 2023, we received your rebuttal, dated July 24,2023, filed with the Better Business Bureau.

You rejected our response because you indicated your service were disconnected and you were overcharged. You mentioned that you have not received a resolution to the issue.

When I spoke with you on July 1, 2023, I advised you that in order to resolve your concern regarding the *** enrollment, you would need to visit a participating store. I informed you that you would need to contact the store prior to visiting to verify they participate in ***, as you mentioned the store you were currently at could not provide assistance.

Our records indicate you have yet to reapply either online or by visiting a local participating store. Please visit a participating store or reapply online at **************************************************. Please ensure that the information you provide on your Boost Mobile *** application is the same as you provided on your *** application.

Your account reflects that the payment made on July 1, 2023,through automatic payment was refunded back to you on July 2, 2023. Please note that if you are not enrolled in the *** or not approved to receive the benefits,you would be responsible for the monthly charge of $49.00.

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

Sincerely,

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

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

                *********************
Customer Answer
Date: 08/07/2023

Complaint: 20206333

I am rejecting this response because: I've literally went to all the stores located in a hundred mile radius and the issue has not been resolved boost Mobile employees are incompetent as for you you did nothing at all but hang up on me I have it recorded as for my account I terminated it cause you all said there's nothing you can do I want this public

Sincerely,

*************************
Customer Answer
Date: 08/15/2023
Boost mobile did nothing to resolve this issue and ultimately terminated my service and said they can not help me with anything literally would not apply my payment so I switched carriers I want my money that I paid for my phone refunded seeing they would not honor what they promised a replacement and I can't use it cause they have it blocked I paid just under $500.00 for nothing and wasted countless months hours and days contacting them
Customer Answer
Date: 08/23/2023
They sold me a defective phone promised to send a replacement and lied and then terminated my service and all I got by reporting this is a runaround
Initial Complaint
Date:06/19/2023
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.
So, I talked to Boost Mobile yesterday, Sunday 18th and I told the customer service agent I had received several messages telling me to my first bill is due BY June 19th. However, on that day I got a message saying to pay the bill on the 18th to not have my services cut off. I asked him which messages are correct. He told me the multiple messages that said that I have until the 19th of June are correct. I asked was he sure and he said yes.Today, June 19th, at 11:34 am I receive a message telling me how to restore my service and I became very confused because I was not given a time in the messages or from the customer service agent on when the bill was to be paid on the 19th. I called today and the customer service agent, not ********...she was great, said that the system was incorrect. However, when I told him that a customer service agent told me the same thing, he tried to back peddle his answer. When I asked to speak to a manager he said he could send through the line but there would an hour wait. Boost Mobile needs to rectify this situation. Their system and customer service agent told gave me the same information. To pay something by a certain date or time means that you can pay on that day or time as long as it does not go past that day or time. Boost mobile had no business or rights to turn off my phone when that is the information I received. I have the screenshots of these messages to prove what I am saying.
Business Response
Date: 07/14/2023
July 7, 2023

Ms. *******************************
********************************************************

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

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

On June 26, 2023, we received your complaint, dated June 19,2023, filed with the Better Business Bureau.

You stated that you were advised your payment was due by June 19th, but you then received a text message saying payment needed to be made on the 18th to avoid a service interruption. You waited until the 19th to make payment, but your service had been disconnected prior. You requested a billing adjustment.

Please be advised that your payment is due prior to the 19th of every month. This means that if payment is not received, the 18th of the month will be your last full day of service. We regret any inconvenience this may have caused.

In order to avoid this issue in the future, we recommend using AutoPay to ensure that payment is received prior to service interruption.You can add AutoPay to your account at any time on your BoostOne app, or by calling Boost Mobile customer service.

As a courtesy, I applied a one-time credit of $25.00 to your Boost Mobile account. Please allow ************************************ your Boost Mobile balance.

Sincerely,

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

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

                *********************
Initial Complaint
Date:06/19/2023
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 have being a Boost Mobile customer for 7 years.Never a problem.Recently at the end of last month I switched to a new $ 60..00 dollars plan to be active the second day of June 2023. To my surprise the new plan still is NOT active and the old plan is.My credit card is already charged with the new plan.Due to this situation my data and ************ are still under the older plan.I have made several calls to ****.Service to be given excuses and runarounds and the say my case is being escalated and there is not timing to be resolved.I feel frustrated and being ripped off specially when I have being already charged for the new plan.
Business Response
Date: 07/14/2023
July 10, 2023

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

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

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

On June 27, 2023, we received your complaint, dated June 19,2023, filed with the Better Business Bureau.

You said that you chose a new plan, but your data allotment did not reset.

A review of our records indicate that you contacted us regarding this issue. The agents you spoke with found that troubleshooting steps did not resolve the problem, so tickets were created to escalate it for resolution.

This issue has since been corrected. As a courtesy, I applied a one-time $15.00 credit to your account for the inconvenience.

Sincerely,

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

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

                *********************
Customer Answer
Date: 07/14/2023

Complaint: 20205509

I AM REJECTING THIS RESPONSE. THE NEW PLAN INCLUDES UNLIMITED TEXT AND DATA AND 30GB HOTSPOT.IN REALITY IS LIMITED TO 40 GB DATA.WHEN I LOOK IN BOOST ONE SITE.

Sincerely,

*******************************
Business Response
Date: 07/31/2023
July 25, 2023

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

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

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

On July 25, 2023, we received your rebuttal, dated July 24,2023, filed with the Better Business Bureau.

You said that your plan includes unlimited talk/text and data and 30 GB of hotspot data.

Please note that your plan is the $60.00 Unlimited Data,Talk and Text + 30 GB ************ with Todo Mexico Plus. The plan allows 30 GB of data to be used via hotspot.

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 or 40 GB of data, depending on their plan, 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,

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

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

                *********************
Initial Complaint
Date:06/19/2023
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.
On 6/16/2023 boost mobile processed $94.61 out of my checking account when they should have processed $49.61 well of course this has caused an overdraft fee of $35 inhave called everyday since this has happened with no resolve I talked to four customer service representatives with no resolution boost mobile had put a credit on my account for isssues they where having all month long on my boost one app i was imformed that my bill was $49.61 because of issues the company had in the last couple of month at this point i would like $45.39 plus the $35 overdraft fee put back into my checking account for their mistake this is just horrible customer service on ****************** customer service
Business Response
Date: 07/18/2023
July 12, 2023

*******************************
******, ** 60543

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

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

On June 27, 2023, we received your complaint, dated Jun 19,2022, filed with the Better Business Bureau.

You stated that our system took a payment of $94.61 when it should have been $49.61. You requested a billing adjustment.

We have no record of an offer to lower your monthly charge to $49.61 for the June 17, 2023, billing period. Nonetheless, on July 3, 2023,a Boost Mobile representative applied a $50.00 credit to your account.

Sincerely,

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

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

                *********************
Initial Complaint
Date:06/19/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been with Boost Mobile eve since Virgin Mobile shut down and migrated its customers. At around 2:30am on 06/18/23, I fell victim to a SIM-swap - Boost allowed someone who wasn't me to transfer my phone service to their phone. This person then used my phone service to access my email and financial accounts and change passwords.Boost has been completely unhelpful, and they've been unable to restore my phone service. None of their customer service representatives seem to even understand what a SIM-swap attack is. I'm currently left with no way of knowing how much financial damage has been done, nor can I easily make any phone calls about the situation due to no longer having phone service.I'm frustrated beyond words by this shoddy company and their basically non-existent customer service. The fact that someone was easily able to transfer my service to their phone, and yet Boost seems unable to transfer it back to my phone, is unacceptable.
Business Response
Date: 07/14/2023
July 12, 2023

*****************************
*****************************
****************, ** 56082

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

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

On Jun 26, 2023, we received your complaint, dated June 19,2023, filed with the Better Business Bureau.

You expressed concern that your SIM card was swapped without authorization.

Our records show that on or about June 28, 2023, a Boost Mobile corporate representative assisted you with this matter and addressed your concerns to your satisfaction.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:06/19/2023
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 set up a family plan for Cel phone service on May 15, 2023 for 5 lines for $191 minus a $30 *** discount. Our account is under the main #************, pin #****. We paid the entire bill at time of setting up the account and was told as soon as the *** approved the following Monday a refund would be issued. I, also, gave credit card info to have direct billing. June 17 out phone service was shut off because they never direct billed my card. I called and was told to pay the $191. Then go back to the store and get the *** discount reapplied and call back to the main offices with the approval # and they will issue a $30 refund from the initial set up and from this overpayment again. I also had them reset up the direct billing. June 3, I called and requested the refund. I was told all is handled and the discount will apply to the June 17th DIRECT billing. June 17, I called to check on the refund and was told it was cancelled and no *** discount is on the account that it kept getting cancelled and no direct billing is set up. Once again after a 2+ hour phone call was told the $30x2 refunds will be to my card by 6/21 and the billing for 6/18 would be the $161 reflecting the $30 *** discount. This is per *****, supervisor and the ticket # is *******. Once again, my card was charged but for $191. Still no $60 ($30x2) refund or corrected billing with the $30 discount. I have attached the screenshot sent to me by the district manager with the approval code showing $30 *** discount to boost plan. I've also included a screenshot of every time I have contacted them with this issue.
Business Response
Date: 07/14/2023
July 13, 2023

*****************************
****************************
*****, ** 44306

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

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

On June 26, 2023, we received your complaint, dated June 19,2023, filed with the Better Business Bureau.

You said you have a family plan of five lines for $191.00 per month, minus the $30.00 Affordable Connectivity Program (***) benefit. However,you have been unable to get the *** benefit applied, and you had issues with adding AutoPay. You also mentioned that you were overcharged for two months.

My attempts to contact you at ************** on July 12 and 13, 2023, were unsuccessful, and I was unable to leave a voice message with my contact information.

I contacted the national verifier for the *** and it was determined that there was an error on the application. Your application was canceled on July 7, 2023.

A review of your Boost Mobile account indicates that four of the five lines have been disconnected and ported out, including the line you were trying to get the *** benefit applied to.

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:06/19/2023
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 2nd line suddenly stopped working on 6/12/23. I received an email in the middle of the night saying there was a successful device swap. I called customer service immediately because I had no clue what that was. I told the woman (operator id RO1) we didn't do the swap and that it was unauthorized. She tried to fix it but was unable to swap it back. She told me she was expediting a ticket to the tech department and to call back ***** hours. I've called every day since and each person tells me they can't do anything and they have to expedite a ticket. I spoke with a supervisor on 6/16 at 934pm and he was beyond rude, refused to help and then refused to give me his supervisors name and number when asked. I called, AGAIN, today (6/18) and the man said the whole "I'll expedite a ticket" thing again. Then when I told him that's what everyone else has told me and asked him to be honest with me "am I just screwed? " he LITERALLY told me yes and that he was sorry but all he can do is expedite a ticket. My 2nd line is my husband's business line. We have lost work due to not having a working phone not to mention I'm paying for it as well. At this point I have no idea what to do!
Business Response
Date: 07/14/2023
July 13, 2023

*****************************************
***********************
**********, ** 06040

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

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

On June 23, 2023, we received your complaint, dated June 19,2023, filed with the Better Business Bureau.

You stated that you received an email on June 12, 2023, saying that a device swap had been completed. However, you said you did not initiate this change.

My attempt to contact you by phone at ************** on July 12, 2023, was unsuccessful, but I left you a voice message. I also sent an email to you at ******************* with a request that you contact me.

It appears that this issue was resolved on July 4, 2023,when a new SIM card was successfully activated on the 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

                *********************
Customer Answer
Date: 07/17/2023

Complaint: 20204053

I am rejecting this response because: I did not receive an email or a voicemail. It is possible I missed ****************** phone call due to being at work. I would love to speak with him though.

Sincerely,

*************************************
Business Response
Date: 08/02/2023
July 27, 2023

****************************************
************************. 1N
**********,** 06040

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

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

On July 27, 2023, we received your rebuttal, dated July 27,2023, filed with Better Business Bureau.

You said you did not receive an email or voicemail regarding the original complaint.

We spoke by telephone today. You confirmed that the devices on your account are now working correctly.

I offered a $50.00 credit for the inconvenience, which you accepted as a resolution. I applied this credit to your account.

Sincerely,

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

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

                *********************
Initial Complaint
Date:06/18/2023
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 bout this phone Tuesday06/13/2023 the girl told me it was unlimited data for 40 bucks a month it wasnt and the data ran out Thursday 06/15/2023I then paid 20 more dollars for unlimited plan Friday 06/16/2023morning it is now Sunday they tell me because of a know problem they cant update my plan until some manager looks at it its been three days and also I just got this phone theyre customer service people barley peak English and pronounce words wrong and have a 1 st grade understanding of the language I want to *** they told me 24 hours which was crazy to 72 hours which we are on today this company should be out of business how do they operate with fcc laws
Business Response
Date: 07/14/2023
June 28, 2023

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

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

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

On June 23, 2023, we received your complaint, dated June 18, 2023, filed with the Better Business Bureau.

You stated that you purchased a new phone on June 13, 2023, and you were told that unlimited data was $40.00 per month. You said you ran out of data on June 15,2023, and paid an additional $20.00 for an unlimited plan on June 16, 2023.

A review of your account shows the plan has been updated to the $60.00 *************** talk & text +30 GB of hotspot. Unlimited plans have unlimited data with reduced speeds once the high-speed data limit per plan has been reached.

Sincerely,

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

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

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

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