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:06/17/2023
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.
I called originally about my phone service being down after the billing cycle, and had to have my boyfriend go into the store we originally bought the service from for help while I was working because the service was down completely (no texts or calls able to be made) after I had called the night before to figure out why it wouldnt load anything that required Wi-Fi . The store employee informed my boyfriend that while I was so worried about not having service, I was being double charged on top of that for my service. I have autopay set up since april, and for some reason have been getting charged $50 for one line when it advertised $25 when you enroll in autopay. All I would like is to have a refund for being charged double but customer service on the phone did absolutely nothing for me. The only person who was helpful was the employee at the phone store. I have been double charged every month since April, April I was charged $57, and $32 more the same day when I enrolled in auto pay, *** I paid $35 and, and this month I was charged $58. I want a refund for the double charges Ive had this service since February and only when I started online billing did it do this. And for some reason my billing history is all messed up online. Screenshots of my billing provided.
Business Response
Date: 07/13/2023
July 10, 2023

*********************************
*********************************
******, ** 55330

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

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

On June 22, 2023, we received your complaint, dated June 17,2023, filed with the Better Business Bureau.

You stated that beginning on April 14, 2023, you have been charged multiple times each month for your service. You indicated that an extra payment of $57.00 was debited on April 14, 2023, in addition to extra charges of $25.96 on March 14, 2023, and June 14, 2023. You requested that we provide a refund for these overpayments.

As a courtesy, I submitted a refund request totaling $108.92 for your overpayments. Please allow ***** business days for processing.

Our records indicate that you are currently enrolled in the $25.00 per month Unlimited Plan with AutoPay, as you requested. Your next monthly payment of $32.96 will be due July 13, 2023. This includes your $7.00 monthly charge for LikeWize device insurance.

Sincerely,

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

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

                *********************
Initial Complaint
Date:06/16/2023
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.
Today, June 16th I believe, Friday, at 7:13 p.m. at the lake ***** ******** Kroger I purchased a $50 boost Mobile prepaid card. It didn't work. Boost Mobile sent me up to kroger, they told me all sales were final and it's boost responsibility. I contacted the number on the receipt for prepaid or gift card questions and they gave me a number to boost Mobile telling me boost Mobile systems have been screwed up and they gave them that number and that they could help. Those people did the same thing as the first people from boost Mobile and told me I was basically screwed out my money.
Business Response
Date: 07/13/2023
July 5, 2023

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

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

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

On June 22, 2023, we received your complaint, dated June 16,2023, filed with the Better Business Bureau.

You said that you purchased a Re-Boost card, but you could not apply it to your account.

While our records show that the Re-Boost card number you provided was previously depleted/used, I made an exception and applied a one-time $50.00 credit to your account.

Sincerely,

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

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

                *********************
Initial Complaint
Date:06/16/2023
Type:Delivery 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 May 12, 2023 someone located in *****, ******* fraudently order $1336.61 cell phone from Boost Mobile on my paypal line of credit. I contacted Boost Mobile to make them aware of the fraud I received no help from customer service. I reached out to PayPal their investigating the fraudently charges.
Business Response
Date: 07/13/2023
July 7, 2023

Ms. *************************
MD 20910

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

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

On June 22, 2023, we received your complaint, dated June 16,2023, filed with the Better Business Bureau.

You stated that on May 12, 2023, someone in *****, ******* ordered a cell phone from Boost Mobile and charged $1,336.61 to your PayPal line of credit. You said you contacted Boost Mobile, but you received no assistance with the issue. You mentioned that you disputed the charge through PayPal.

I sent the information you provided along for further investigation. You are taking the correct course of action in disputing this charge through PayPal, so please continue to pursue this with them.

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: 07/13/2023

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:06/16/2023
Type:Billing 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.
Hello,I changed to the 12 month plan for $100 but my account still shows I am under the 3 month plan. I was charged for the 12 month plan on 5/16/23.I have called Boost Mobile multiple times and cannot get them to reflect the correct plan on my account. When I call ********************** I keep getting told to check back in ***** hours but there is no progress being made.Boost Mobile backoffice ticket number: CS ******* Boost Account number: ***************** plan Order number 2573-209333-7796 Order date: 04/10/23 Thanks in advance for your help.
Business Response
Date: 07/13/2023
July 6, 2023

Mr. ***********************
*********************************
******, ** 98002

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

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

On June 22, 2023, we received your complaint, dated June 16,2023, filed with the Better Business Bureau.

You stated that on May 16, 2023, you upgraded to the 12-month plan for $100.00, but your account is still showing you are under a three-month plan. You said that when you spoke with customer service, a ticket was opened,but there has been no progress. You requested assistance with your account.

A known issue regarding upgrades not taking place immediately is affecting your account and our teams are working towards a fix.At this time, there is no timeframe available as to when the fix will be implemented.

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: 07/13/2023

Complaint: 20198947

I am rejecting this response because:
Boost Mobile's response does not resolve my issue. Also I have not heard back from Boost at all, other than through my BBB complaint.  If they cannot fix the issue they could have provided an alternative, such a credit to my account for the difference in what I paid for versus what my plan currently shows. (aka 100 - 45 = $55 credit)

Sincerely,

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

Mr. ***********************
*********************************
******, ** 98002

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, as you have not been contacted and the issue has not been resolved. You requested a credit of $55.00.

Boost Mobile will not reach out to you when a known issue is resolved. You will know the issue is resolved when you receive an email indicating your plan change has taken place. Our teams are continuing to work towards a fix.

As requested, a credit of $55.00 has been applied to your account.

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

Sincerely,

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

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

                *********************;
Customer Answer
Date: 08/09/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.

Sincerely,

***********************
Initial Complaint
Date:06/16/2023
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.
December 2022 I purchased a plan for $25.00. I received a chip in the mail a few days later. The chip was not able to be used on my phone. I called and a new chip was sent out. The 2nd chip was also not adaptable to my phone. I decided to cancel and since no service was received they said they would refund my money and remove my card on file. My card was charged for January 2023, and February 2023, aside from the initial payment in December 2022. I have been calling since for a refund to no avail. I wait on hold for hours and each time I'm told I will be refunded but 6 months later there has been no progress. The company has been failing since bought over by Dish wireless. I just want my refund so that I have no ties with this company.
Business Response
Date: 07/13/2023
July 12, 2023

Ms. *********************
*******************************, A
**************, ** 92234

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

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

On June 22, 2023, we received your complaint, dated June 16,2022, filed with the Better Business Bureau.

You stated that your Boost Mobile service was never activated, but payments were taken in December 2022 and January and February 2023. Your efforts to get these payment refunded have been unsuccessful. You requested a refund.

Our records indicate that all three refunds have been issued.Two of the refunds were sent to a Mastercard ending in ****, and the third sent as a check by mail.

Sincerely,

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

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

                *********************
Initial Complaint
Date:06/16/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Last month I was triple charged and I asked for a refund for two thirds of it. Fair is fair. Now, this month on 7/7/23 I paid for my next month ahead of time through the boost mobile app. I woke up this morning to messages from boost saying that my account is suspended. They will not give me a reason and they say my service will not be turned back on for up to four days. On top of that, I made an additional payment TODAY because their email said it would be restored if I made another payment. I have to use my phone for push notifications so I can login to my computers at work so now I can't go to work! So I made another payment and they still refuse to reinstate my phone service for several more days and they also refuse to give me my transfer pin number so that I can keep my phone number and start a new service with a different carrier. They are holding my phone number hostage for absolutely no reason. I am paid in full for almost two months and have never missed a payment. I even went to the boost store and they cannot help meet either. I want my money back and I want my Transfer Pin code so that I can go to work.
Business Response
Date: 07/13/2023
July 6, 2023

*****************************
**********************************
*****, ** 44312

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

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

On June 22, 2023, we received your complaint, dated June 16,2023, filed with the Better Business Bureau.

You stated that you were charged triple in May 2023. You requested a refund for two of the three payments. You also said that after making your next monthly payment, your service was suspended and you were not given any explanation as to why. You were then advised that making a payment would restore your service, but it was not immediate. You requested a refund and your port-out PIN.

Please be advised that our records show three payments were submitted via the Boost Mobile app. While our records show that the payments were submitted via someone using the handset and considering our terms and conditions state that all payments made to Boost Mobile are final and non-refundable, we have refunded all of these payments.

A review of your account shows that it was interrupted when a chargeback was received from your financial institution. 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. You were advised that a payment would restore your service, as funds need to be reapplied. Your payment was received and that service line was restored and remains active. We regret that the restoration of your service was not quicker.

We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers' experience.

As a courtesy, I requested a refund of your account balance of $40.00. Please allow ***** business days for processing.

For your reference, your port-out PIN is ******. Please note that it is only valid for seven days. You can obtain your account number online at *****************************.

Sincerely,

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

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

                *********************
Customer Answer
Date: 07/13/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. Of course I got my bank involved when you triple charged me. The fact is that I paid my bill two months and for two months straight you cut me off. I missed 4 days of work because I couldn't log into my computers and nothing you say will make it better. I have dumped boost Mobile and I will never go back. Stay away from my bank account!

Sincerely,

*************************
Initial Complaint
Date:06/16/2023
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 had a hot spot box through acp program with boost mobile. It stop working, so I went to a store while in town and the lady working told me that acp stop paying for hot spot boxes. So I signed up, before I left store I told her I live appropriately 87 miles away. So I needed it to work before I left. The lady assured me it would be up with in 30 minutes. It never did work and the manager at east Colfax Ave store name ***** told me I had to drive 87 miles to get the money back. It is a service and not a product. I am leaving sing money and it will cost me to drive in. I have lost $400 in wages so far. Because it don't work and I can't go to a different place to get services.
Business Response
Date: 07/12/2023
July 10, 2023

*******************************
**************************************
*****, ** 80723

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

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

On June 22, 2023, we received your complaint, dated June 16,2023, filed with the Better Business Bureau.

You said you had a hotspot box through the Affordable Connectivity Program (***) with Boost Mobile. You stated that you had service issues, so you went to the Boost Mobile store and you were told Boost Mobile no longer supports hotspot or the **** You were then signed up for new service.You called the store after being unable to get the service working, and you were told you would need to go back to the store for a refund.

My attempts to contact you at ************** on July 7 and 10, 2023, were unsuccessful, but I left a voice message with my contact information.

Boost Mobile continues to support the **** so if you want to revisit the *** with Boost Mobile, please visit a different local participating Boost Mobile store. Please use Find A Store on boostmobile.com to locate a store in your area. It is advised to call the store first before going to confirm they are participating in the ****

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 your refund with the store directly.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Complaint: 20196904

I am rejecting this response because: I did drive thee 87 miles back to boost store, and manager told me that only boost customer service could refund my money. It costs me $20 in gas to go back and forth. So yet another trip to store would cost me an additional $20, so would cost me $40 total to get $60 back. Your managers need better training on dealing with the public. I feel I am getting the run around for $60.

Sincerely,

***************************
Business Response
Date: 07/31/2023
July 28, 2023

*******************************
**************************************
*****, ** 80723

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

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

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

You said you returned to the Boost Mobile store and requested a refund, but they said you would need to contact customer service.

When we spoke on July 28, 2023, I informed you that our records reflect a $50.00 payment was applied to your account on June 8, 2023. As an exception, I will request a $50.00 check refund; please allow two weeks for processing and delivery.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:06/16/2023
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 June 15 2023 i received a message stating m bill was due and that i needed to pay (130) it to keep my services. I contacted Boost mobile because i have never paid 130 my bill was always 110 for 3 lines. i was told by supervisor to pay the ****** and the were going to fix the issue on my account. i would have no issues with it. However i wake up on June 16, 2023 with my phone being turned off. i contacted a supervisor named ********** asked for his last name he refused it. I asked for his id Number he refused to give that to me. i have expressed to him that i do not have a phone and i use my phone for work i was told there was nothing he could do. he could escalate it but will need to call me back i told him what number would you be calling me back if the phone service was off. he was very rude place me on hold and never came back. his whole communication was very unprofessional. Mean while i still don't have no phone service as i use my phone for work. i was told it will take a couple of days and there is nothing i could do about it. Mr **** said i should be happy when it is fixed i will have my pone service. this behavior as a supervisor is very unprofessional. i also asked if i could speak to someone else and i was told he could not do that.
Business Response
Date: 07/12/2023
July 11, 2023

*****************************
** 11213

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

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

On June 21, 2023, we received your complaint, dated Jun 16,2022, filed with the Better Business Bureau.

You stated that your monthly rate went up recently. As a result, your service was interrupted. You contacted our customer care department, but had trouble with a supervisor. You requested the billing on your account be corrected, and that the supervisor receive disciplinary action.

Our records indicate that a $15.00 add-on package was added to the line on the account with phone number
************** on June 2, 2023. This is the same date that your account was migrated into our new billing system. This add-on package caused the increase.

We spoke by telephone on July 11, 2023. I advised you that I removed the add-on package, and I requested that you contact me directly at ************** if your July 2023 bill is incorrect.

Boost Mobile strives to provide excellent customer service.Your feedback has been forwarded to the appropriate personnel for review, and any resulting disciplinary action will be addressed internally.

Sincerely,

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

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

                *********************
Customer Answer
Date: 07/12/2023

Complaint: 20195414

I am rejecting this response because: The issue is being worked as per **** we are suppose to wait until the billing cycle hits and see if there is any changes. the billing cycle is ends on the 15th

Sincerely,

*************************
Initial Complaint
Date:06/16/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I PURCHASE A PHONE AND STARTED SERVICE WITH BOOST IN MARCH* MY BILL IS SUPPOSE TO BE $40*00 PER ****** I HAD TO PAY A DOUBLE BILL IN THE ***** OF MAY AND NOW ITS SAYING I NEED TO PAY ANTHER DOUBLE BILL FOR JUNE * i PAID THE DOUBLE BILL BECAUSE THEY DISCONNECTED MY SERVICE* I CALLED IN ABOUT IT WAS TOLD IT LOOKS LIKE I HAVE 2 LINES* i ONLY HAVE 1 LINE BUT I AM BEING CHARGED FOR 2* THEY ARE ROBBING ME BY FORCING ME TO PAY FOR 2 LINES OF SERVICE HEN I ONLY HAVE 1* I HAVE CALLED THEM A TOTAL OF 15 TIMES IN THE 16 DAYS AD THEY KEEP SAYING WE ARE GETTING YOU A REFUND FOR TH DOUBLE PAYMENT AND WE ARE CORRECTION THE BILLING ISSE BUT NOTHING IS HAPPENING NO REFUND AND ******************* SAYING I HAE TO PAY A DOUBLE BILL*
Business Response
Date: 07/12/2023
July 10, 2023

*************************
**************************, A
*********, ** 34210

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

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

On June 21, 2023, we received your complaint, dated June 16,2023, filed with the Better Business Bureau.

You said you were told that you needed to make a double payment to prevent your service from being suspended. When you called to inquire as to why, you were told you had to pay for two lines, which you do not have. You requested a refund.

A review of your account does not show that it is a multi-line account; however, on June 16, 2023, two credits for $41.74 each were applied to your account. These credits do not include the elective phone protection insurance on the account. Therefore, no refunds are warranted.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:06/15/2023
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 11, 2023, I called into boost Mobile explain it to them that I have been getting suspicious text messages since June 5th. I explained to them that it stated that I have been making unauthorized phone calls however I had no idea where it was coming from. The representative then told me that everything was okay and not to worry. Later that night I discovered that my phone had been suspended for those unauthorized phone calls that I inform them about. I called in the next day to ask for assistance on getting my phone restored and they told me we have to put a ticket in I put the ticket in and still 3 days later they will not restore my phone. They are unable to explain to me why my phone was suspended and they are looking for the payment for the upcoming month. Please help with this situation because I don't know what else to do I have been without a phone since June 11th.
Business Response
Date: 07/12/2023
July 10, 2023

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

Re:BBB Complaint #********
177617358564 - *************

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

On June 21, 2023, we received your complaint, dated June 15, 2023, filed with the Better Business Bureau.

You said that on June 5, 2023, you began receiving suspicious text messages stating you had been making unauthorized calls, but you did not know where they were coming from. Later the same day, your Boost Mobile service was suspended for unauthorized calls.

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.

Our records show that your account is now closed and all associated phone numbers have been ported out to another carrier.

Sincerely,

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

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

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

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