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:06/14/2023

  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.

  March 17, 2023 Boost Mobile withdrew $57.00 from my checking account for services not rendered. At the time I'd lost my iphone and Boost Mobile was experiencing technical difficulties which prompted me to move to another provider. This withdrawal happened after I discontinued my services with Boost. When Boost resumed services I requested a refund only to be told I would have to wait until they were fully operational. I got the runaround on two occasions. Now that they are fully operational I'm told I cannot get a because the 10 day time period for refunds had lasped despite their website being down. I requested to speak with a supervisor twice and was informed of an hour wait time or I could dispute the charges with my bank.

  Business Response

  Date: 07/11/2023

  July 6, 2023
   
  
  
  *********************************
  2016 ***************.
  *************, ** 77489
    
  Re:BBB Complaint #********
  210411641037 - *************
  
  Dear ********************:
  
  On June 21, 2023, we received your complaint, dated June 14, 2023, filed with the Better Business Bureau.
  
  You stated that your final monthly charge of $57.00 was withdrawn from your bank account after you ported your phone number to a new wireless carrier. You requested that we refund this payment. 
  
  Please be advised that our records show your monthly service charge of $50.00 was withdrawn via AutoPay on March 17, 2023. Your phone number was not ported out until March 18, 2023; as such this payment was required to ensure that your account remained active throughout the porting process. 
  
  While the Boost Mobile terms and conditions state that all payments made to Boost Mobile are final and non-refundable, I submitted a refund request for your $57.00 payment. Please allow ***** business days for processing. 
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:06/14/2023

  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.

  I purchased an a iPhone from Boost Mobile on May 10, 2023, for the amount of $423.99. It was accidentally purchased the transaction occurred so quickly I could not correct the transaction on the spot. Soon after I reported the problem to Boost Mobile they stated to me that an email will be provided within 72 hours showing how I was to return the phone. This conversation took place around May the 11th then again three days later after no email was received. About the fourth time of waiting Boost mobile is now stating that my return is in investigation, and it will take the end of this month before they are able to get back with me with the results, they haven't got back with me.

  Business Response

  Date: 07/11/2023

  July 7, 2023 
   
  
  
  ***********************
  3318 **********.
  ***********, ** 20782
    
  Re:BBB Complaint #********
  746284165818 - *************
  
  Dear **************:
  
  On June 15, 2023, we received your complaint, dated June 14, 2023, filed with the Better Business Bureau.
  
  You said that on May 10, 2023, you accidentally purchased an iPhone from Boost Mobile for $423.99, and then you contacted us to return it. We sent you an email with return instructions, but you have not received any further information.
  
  When we spoke on July 7, 2023, I explained that once a return goes beyond our normal ten-day return window, our system will not process a refund. Nevertheless, I will make an exception in this case. Once the device is sent back to our corporate office and received in an acceptable condition, I will request a full refund of the purchase price. You accepted this resolution.
  
  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:06/14/2023

  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 called customer support and reported my phone was stolen on Friday, June 9th, 2023. The agent said I had to suspend the line until I get a new device/phone. I went thru the insurance company and paid for a new phone. The new phone was delivered on Monday, June 12th, 2023. I called Boost immediately to restore my service and gave them the new phone information. I also paid my phone bill of ***** on that day. My phone was never restored and the phone is not allowing me to use the service. I called Boost back on that day June 12th, 2023. I was told it would take 24 hours to restore my line and services. The phone was never suspended due to non-payment of the bill. It was suspended because it was reported stolen. But when I received my new phone my services should have been restored immediately and they were not. It's now Wednesday, June 14th, 2023 and they still won't restore my service. I basically paid for a new phone and paid the phone bill for a service that I can't use because they won't restore it. This is robbery and fraud because it took them seconds to suspend my service but it's taking days to restore the service and every day I call Boost they are giving me inaccurate answers as to why the service still isn't restored. They took my money and are not providing the service that I paid for. This is unacceptable and I need my phone and this matter escalated. The agents are hanging up on me every time I call about this issue.

  Business Response

  Date: 07/11/2023

  July 7, 2023 
   
  
  
  *************************
  *************************************
  ******, ** 07108
    
  Re:BBB Complaint #********
  817806241171 - *************
  
  Dear *************************:
  
  On June 15, 2023, we received your complaint, dated June 14, 2023, filed with the Better Business Bureau.
  
  You said that on June 9, 2023, you contacted us to report your phone was stolen. On June 12, 2023, you received a replacement. You contacted us to activate it and restore your service, but after two days you are still not receiving any service.
  
  My attempts to contact you at ************** on July 6 and 7, 2023, were unsuccessful, but I left a voice message with my contact information. 
  
  A review of your Boost Mobile account indicates we restored your service on June 16, 2023. As a customer satisfaction gesture, I applied a one-time $20.00 credit to your Boost Mobile account.
  
  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. 
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *****************************

• Initial Complaint

  Date:06/14/2023

  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.

  I need my phone number ported out from these guys to another carrier and they have done nothing. I've contacted them many times and they say they will take care of it and gave me a port pin and i contacted my new carrier and gave them the pin. I'm still waiting for ********************** to contact my new carrier so I can get switch over. It's been weeks. Meanwhile I'm getting billed by boost and my new carrier.

  Business Response

  Date: 06/20/2023

  June 19, 2023
  
  
  
  *********************************
  ********************************* 101
  *******, ** 04457
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On June 15, 2023, we received your complaint, dated June 14,2023, filed with the Better Business Bureau.
  
  You said that you were having issues porting out your phone number.
  
  Our records show that your number was ported out on June 16,2023.
  
  We sincerely regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Infinite
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************
  
  

  Customer Answer

  Date: 06/20/2023

   
  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:06/13/2023

  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 was a Boost Mobile customer with ********************** hotspot from October 11, 2017, to April 30, 2023 *************). Around January of this year, I noticed slower than usual connectivity. On March 30, 2023, I contacted Boost and was told that acceptable speeds for my device would be 100 Mbps download and 10 Mbps upload. Since my speeds were much slower than this, the agent issued a trouble ticket and told me the problem would be resolved in 72 hours. On April 17, 2023, I contacted Boost again. I was told this time that my location showed poor coverage for my network (the ************* Network provided by **Mobile) but that they could fix the problem in another 72 hours. On April 20, 2023, I called Boost again. At this time, the speed I was getting was **** Mbps download and **** Mbps upload! I was told that because I was on the ************* Network there was nothing else to be done for me until I changed over to the New Boost Transformed Network provided by ***** and I could do this easily by going into my local Boost Mobile store, which I did on April 22, 2023. There I was told that Boost had actually been taking down the connections to the **Mobile towers associated with the ************* Network for some time, and this is the reason my service was getting worse and worse. She said that unfortunately the agent I spoke to previously misguided me by telling me to come into the store because no provision had been made to transition Boost Mobile hotspot users such as me to the New Boost Transformed Network. She recommended that I find another carrier which I did. Since I no longer have the service and had to go to another carrier (as I was advised to do by Boost), I am asking for a refund check of $50.00 to be mailed to me to compensate for three months of substandard service including the final days of the service I could not use.

  Business Response

  Date: 07/10/2023

  June 21, 2023
  
  
  *****************************
  ************************************
  **************, ** 30542
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On June 19, 2023, we received your complaint, dated June 13,2023, filed with the Better Business Bureau.
  
  You stated that you have been experiencing issues with your mobile hotspot, and you said you are not receiving the acceptable speeds. You expressed concern with the customer service you received, as you said you were misguided about your resolution. You requested a refund of $50.00, as you claimed your service was substandard.
  
  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.
  
  Your request for a refund has been denied, as the Boost Mobile Terms and Conditions do not guarantee coverage and quality of service.
  
  We strive to provide excellent customer care and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20180819
  

  I do not accept this proposed resolution as it is not a resolution at all.
  First, please note that this response from *************************** representing Boost Mobile dated June 21, 2023, was not sent to me until July 10, 2023.
  My understanding from ************** is that Boost Mobile refuses my request for a refund of my last months service on the basis that Boost Mobile gave no guarantee regarding the merchantability of their hotspot service when I purchased it, including the case where the service becomes unusable for the purpose in which it was advertised. I believe the laws protecting customers and the case history in instances such as this would disagree with **************.
  It is also reasonable for me to assume that my case was not isolated and that Boost Mobile intentionally defrauded customers of mobile hotspots during the time frame in which Boost Mobile was converting from T-Mobile facilities to those of AT&T by not advising their customers that the changeover would drastically affect their service to the point that it was no longer usable--- all the while continuing to charge them for the service. Additionally,I believe that those customers affected by this scheme, including myself, have valid legal recourse to seek a settlement which we can reasonably assume to be substantially more than the amount that I have requested. 
  When these facts are considered, I believe that my request for a refund representing the amount I paid for my last months service with Boost Mobile in the amount of $50 is a more than reasonable offer to resolve this issue. If, however, after careful reconsideration Boost Mobile again refuses the proposed settlement, I ask that they respond in a timelier manner so that I can pursue other avenues of recourse without further delay.
  Most sincerely,
  ***********************;
  

• Initial Complaint

  Date:06/13/2023

  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.

  Phone Representative *** my account 6/12/2023 3 payments were taken from my bank account. My card had to be canceled which caused more problems.

  Business Response

  Date: 07/10/2023

  June 21, 2023
  
  
  
  *********************************
  PO Box 5932
  ***********, ** 32314
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On June 19, 2023, we received your complaint, dated June 13,2023, filed with the Better Business Bureau.
  
  You claim three payments were drafted from your bank account.
  
  Our records show your card was only charged once for $87.00.Your statement may show the charges separately for the two phone plans ($30.00 and $50.00) and the insurance ($7.00).
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *****************************
  

• Initial Complaint

  Date:06/12/2023

  Type:Order 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.

  Started the boost mobile plan in 2016 which consisted of unlimited talk text and data. They have since changed my plan to limited data and limited hot spot without my consent. Text and talk are still unlimited. Each time I call they state they have not changed my plan stating to get my data to work I need to spend additional money until my plan restarts. Also no supervisor is available. **************** offers no resolution only to pay additional money for data services that are suppose to be unlimited included with my plan. They also state data and hotspot are one. I have used Zero hotspot confirmed by boost reps and the hotspot will NOT work. They slow my data after limited usage to speeds so slow nothing will work besides email (stated by boost rep). I am unable to use my unlimited data! Boost reps also advise me to use WiFi. I pay for my phone plan to work as I originally contracted. I dont want to spend additional money each month for services or spend extra money to have home internet to work my phone. Boost mobile is paid to provide my service. I have Consumed many hours talking to customer service reps which they are getting paid to talk to me (probably minimal as customer service is out sourced to foreign countries) (not US based) with no resolution. My time is valuable, dont want to spend my free time talking to boost mobile for hours. Boost does not pay for my time consumed talking to reps that have difficulty speaking English, only able to translate to me recorded messages.

  Business Response

  Date: 07/10/2023

  June 28, 2023
  
  
  
  ***********************************
  ******************************
  ********, ** 22824
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ************************:
  
  On June 19, 2023, we received your complaint, dated June 12,2023, filed with the Better Business Bureau.
  
  You stated that you have been with Boost Mobile for years,but recently, your plan was changed to one with a capped data plan. You stated that your unlimited data is no longer available and you were advised to pay more for data or wait until the end of the month. You requested that your plan be changed back to an unlimited data plan.
  
  Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources,Boost Mobile employs network prioritization on the Boost Mobile network. When customers 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 indicate your plan has remained the same.
  
  We regret any inconvenience you may have experienced.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 07/26/2023

  Second the business did not address my hot spot not working.  I have used ZERO hot spot  on my plan  and it does not work when they trim my data . Data and hotspot are separate NOT the same.  
  
  My plan is suppose to be unlimited data meaning I can use as much or as little as I want. My plan is not unlimited up to 35 GB then trimmed to  2 G.  Unlimited means UNLIMITED. Do not agree with boost. They limited my data then slowing the speed so much NOTHING will work.  I should not be restricted for data usage.  That is how my original plan was UNLIMITED DATA ; no restrictions.   
  
  boost mobile executive also stated that my plan as not changed which is untrue.   Unlimited data is now limited to 35GB, take away hot spot with data limitation and company name has changed with changes on my plan.  Happened same time.   
  
  My original concerns remain unresolved. 
  
  Thank you
  ************************************
  

  
  

  Business Response

  Date: 08/11/2023

  August 8, 2023
  
  
  
  ***********************************
  ******************************
  ********, ** 22824
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ************************:
  
  On August 8, 2023, we received your rebuttal, dated August 7, 2023, filed with the Better Business Bureau.
  
  You rejected our response because you said your plan should be unlimited without any restrictions on it. You also mentioned that your data and hotspot should be separate, but your hotspot does not work when your data has been throttled.
  
  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 continue to indicate that your plan has remained the same being $40.00 a month with unlimited talk and text with 35 GB of data.Your plan also includes 12 GB of mobile hotspot. Please note that the hotspot data usage draws from the plan data allotment. Your account reflects you have used **** GB of mobile hotspot this cycle.
  
  Please note that your phone has been unlocked and you are able to switch to a new service provider if you do not agree with our terms and conditions.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:06/12/2023

  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 identity was stolen, and a BOOST Mobile account was set up using my information. Boost phone number ************ Account number ************ Name account number: *************************, then changed by the thief to Bar Miis Email address on account: *********************** Address on the account of the person who stole my information: ********************************************************** I called to advise that my identity was stolen, and this was a fraudulent account. I was assured that the account would be cancelled. But it was not. I called again 4-5 additional times and was assured that it would be cancelled. The last time I called (6/12/23) I was told to just update the email address as they could NOT cancel the account. Again, I reminded them that this phone was fraudulently established using my information. He advised that it would be cancelled, however was not willing to do so. I do not want my information on an account or phone number active due to it being fraudulently established. I want this phone account cancelled and the number deactivated. The person who stole and used my name can set up a NEW account with their information.

  Business Response

  Date: 07/07/2023

  June 26, 2023
  
  
  
  *****************************
  *****************************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On June 19, 2023, we received your complaint, dated June 12,2023, filed with the Better Business Bureau.
  
  You said a Boost Mobile account was opened using your information without your authorization.
  
  Please note that Boost Mobile does not require that customers provide a Social Security Number to initiate an account. Additionally,our records show you contacted us on June 12, 2023. You were able to verify the *** on the account and, per your request, it has been canceled.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  

• Initial Complaint

  Date:06/12/2023

  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 am attempting to change carriers from Boost Mobile to **Mobile. On Thursday, June 8, I went to a **Mobile store purchased a new phone, but when the agent attempted to contact Boost Mobile to obtain my account number and a transfer PIN, after waiting on hold, being transferred to different agents, being hung up on and even being given an incorrect transfer PIN; ********************** would not give us a transfer PIN citing a computer error due to the migration of accounts to a new system. They promised they were working on the issue and would send a request to expedite to the migration department. At 5:42pm that day I received and email and a text from Boost stating "your phone number is being transferred. You've requested to transfer your phone number ending in 0-1238 to a different carrier. We're happy to help, but we hate to see you go..." I spent 5 hours on Thursday at the **Mobile store trying to get this done. I left with my new phone that I cannot use. On Friday, June 9, my first call of the day to Boost Mobile at 7:45am connected me with an agent who saw no indication that my request had been expedited as promised on Thursday and he advised he would send an expedite request and to call back in 2 to 4 hours. At 10:00am I called back and the agent I was transferred to could not locate any expedite requests but promised to make the request. I called back at 2:00pm and the agent could not give me the transfer PIN citing the migration issues and to call back. I called back at 7:15 and the agent told the same as the previous calls, no transfer PIN.On Saturday, June 10, I called at 8:57 and was told to check back in 1-2 days.On Sunday, June 11, I called the agent advised still expedited and migration department is working on the issue.Today, Monday June 12, called no transfer PIN, agent advised he would send another expedite request to migration department. I have had the same cell number for over 25 years, please help.

  Business Response

  Date: 07/07/2023

  June 26, 2023
  
  
  
  *********************************
  685 ********.
  *******, ** 30047
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On June 19, 2023, we received your complaint, dated June 12,2023, filed with the Better Business Bureau.
  
  You said that you wish to port out your number, but agents have been unable to provide you with your port-out PIN.
  
  A system issue prevented agents from accessing your port-out PIN.  For your reference, it is ******.
  
  We sincerely regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:06/12/2023

  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.

  I ordered a Boost mobile phone/services online May 31, 2023. After one hour of ordering the phone I called back and canceled the phone and services. The customer service rep gave me a cancellaion Refund number *******. The reason was very poor customer service. I called repeatedly checking on my cancellation of services/phone. After calling and cancelling services May 31, 2023, the phone was shipped ***** after the rep stated you called in enough time to cancel. I received the phone from the *********** on June 3, 2023. I called on June 5, and again on June 6 requesting return instructions and a return label to cancel the phone again. The rep told be they have my cancellation order from May 31, 2023, and just awaiting on approval from another department. On June 6, 2023, my cancellation was canceled for unknown reasons no one called my to inform of that, I had to call and inquiry is my cancellation was approved or pending, The rep stated that that request to cancel had to be cancelled and another one created was created #*******. I called again on June 7, 2023 requesting instructions to return the phone, I requested a return lable, The rep told me the Cancellation is still pending and they are reviewing and should have an answer June 9, 2023. I called again on June 8th to reverify, they again told me the resolution would be June 9, 2023 for you return and refund instructions. Then I called Thursday, June 8th 2023 after receiving an email stating my case has been closed, and found out I was out of the window to return merchandise. I explain that could not be the case since I originally canceled this order the same day I purchased it. Both the Rep and supervisor stated there is nothing they can do. The superviors stated call your bank and dispute. Which is unbelievable!!! I called repeatedly and tried in good faith to canceled the first day and several days aftewards its documented within the Boost Mobile system with No action, I feel like another Customer got taken for a ride by ********************.

  Business Response

  Date: 07/07/2023

  July 7, 2023
  
  
  
  Walkorp Estates LLC
  PO Box 10746
  *********, ** 44110
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Sir or Madam:
  
  On June 19, 2023, we received your complaint, dated June 12,2023, filed with the Better Business Bureau.
  
  You said that you purchased a phone and initiated an account, but then changed your mind and you wish to return it for a refund.
  
  Our records indicate that return instructions were emailed to you at ******************* however, as you indicated you had not received them, I emailed you a shipping label to use to return the phone. Once I receive it, I will submit a refund for the purchase price.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************