Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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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

4,971 total complaints in the last 3 years.
1,510 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:06/12/2023
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

                *********************
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 a boost customer with two accounts one is for my phone the other is for my mobile Wi-Fi device since they have switch over from my boost to this boost one app I can login to my phone account but not my Wi-Fi device name linkzone account and it been over a month this account I use for my business it vital for me and since I can't login I had to put some of my clients on hold one I have lost boost still haven't fix this and it cost me $2000 a month account
Business Response
Date: 07/10/2023
July 10, 2023

Mr. ***********************
**************************
*****, ** 44305

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

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

On June 19, 2023, we received your correspondence, dated June 12, 2023, with the Better Business Bureau.

You stated that you are unable to log into your hotspot account on the ************************* app. You requested that we provide unspecified compensation.

Boost Mobile has historically provided service on the **** Network, which was operated by Sprint. After Sprint and T-Mobile merged in July 2021, T-Mobile announced its plan to shut down the remaining Sprint cellular towers, meaning phones that access the Sprint Network will no longer work.Despite our requests to delay this, T-Mobile refused and the old networkand all plans on this network (including yours)--stopped working beginning on March 31, 2022.

Due to this occurrence, your account was migrated to a new ****************. We are aware of this migration issue and are currently working on a fix. However, we are currently unable to provide a timeline for this solution to be deployed. We regret any inconvenience you may have experienced.

Our records show that a refund of your payment of $50.00 was submitted on June 28, 2023. No further compensation is warranted.

Sincerely,

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

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

                *********************
Initial Complaint
Date:06/12/2023
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.
On March 12, 2023, Boost Mobile double charged me for one month of service. The payments posted March 14, 2023. I called to complain and they refused to refund one charge. So I disputed one of the two charges with my bank and they refunded my money. The month of March, April, May, and **** were all paid. Now they have suspended my line claiming I have to pay that disputed double charge back before I can get my line reinstated. Attached are screenshots.
Business Response
Date: 07/11/2023
July 11, 2023

***************************
************************ 403
********, ** 60085

Re:BBB Complaint #********
535495918586 - *************

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

On June 19, 2023, we received your complaint, dated June 12, 2023, filed with the Better Business Bureau.

You stated that you were charged twice in March 2023 and when you requested a refund, it was denied; therefore, you disputed the charge with your bank. You said you had service from March 2023 through May 2023, but you are now being told you have to repay the disputed payment.

Our records show that you disputed one of the $40.64 payments twice. The first payment you disputed was retained by Boost Mobile and the second one was returned to your bank account. When a payment is disputed and reversed from the balance, it generally requires a future payment to be made to offset it; however, our records show that on June 9, 2023, your account was credited $32.73. Your account is currently suspended, but as a courtesy, we will reactivate it.

Sincerely,

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

********** / ******* Better Business Bureau
********************************************************************

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

Customer Answer
Date: 07/11/2023

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:06/12/2023
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.
Called my phone service provider because I was having issues, after all their trouble shooting I was told there's nothing they can do for me and I should go to the store, went to the store and was told there's nothing they can do for me and I need to purchase another phone to eliminate my issues even though there's nothing wrong with the phone I have.
Business Response
Date: 07/07/2023
July 6, 2023

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

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

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

On June 16, 2023, we received your complaint, dated June 12, 2023, filed with the Better Business Bureau.

You stated that you contacted customer care because you were having issues with your service. We were not able to resolve your issues over the phone, and it was suggested that you stop by a retail store for additional assistance. You stated that they were not able to help either. You stated that there is nothing wrong with your device.

A review of your account seems to indicate that you are having signal issues.

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. Wireless services cannot be regularly transmitted through concrete structures, such as buildings,basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls while indoors. 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. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such.

Sincerely,

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

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

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

Complaint: 20167568

I am rejecting this response because: I was told by the service provider their towers are down and that's why I didn't have service for the period of time I didn't have service.

Sincerely,

***********************
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.
6/9/23, To receive extra services, I updated my $35$60 plan of services.I paid the difference of $26. 36. Even though the payment went through, I still can't access the internet outside. I phoned Boost several times and waited on hold for a very long time as the person looked into the problem. The representative said it was a mistake on their end and that it would be escalated. I inquired about confirmation and was informed that they don't offer it and that I would need to wait until their technician fixed the issue. I called the following day for an update only to be told there was no documentation of my first complaint. So I filed another complaint and was told a technician will look into the problem. As of this writing I still don't have internet access while I'm outside four days later (6/12/23). I requested a refund, but it was rejected.
Business Response
Date: 07/07/2023
July 5, 2023

*****************************
********************************. 1A
********, ** 10031

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 on June 9, 2023, you paid $26.36 to add more data, but you could not get it to work. You indicated that you waited four days with no resolution. You asked for a refund, but your request was denied

When we spoke on July 5, 2023, you confirmed the service was never restored and you already disputed the payment in question. I issued a $76.77 refund; please allow up to two weeks for processing and delivery. I also submitted an unlock request for your device. Please ensure it is powered on and connected to Wi-Fi to receive the unlock signal.

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: 07/07/2023

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,

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

To: BBB

I Thank you for addressing my complaint with Boost Mobile. On 7/5/23, Mr ***************************,  Corporate Case Manager from Boost Mobile telephoned  me regarding my complaint. He was apologetic after hearing my complaint and offered me a few options to resolve my complaint. I chose to discontinue services with Boost mobile. He agreed to
issue a $76.77 refund; that would take up to two weeks for processing and delivery. He also submitted an unlock request for my device. I made him aware that I was satisfied with the outcome and would update BBB once I receive the refund

*************************
Customer Answer
Date: 08/17/2023
Re. Complaint # ********

Hello,

I have not received the payment from Boost mobile as promised to me when I spoke to

***************************, Corporate Manager on 7/5/23,   I left him 2 voicemails requesting a call back. As of this writing I have not heard back.

Please advise

******************;
Customer Answer
Date: 08/17/2023
Re. First Complaint # ******** Hello, this is a follow up from my first complaint ******** 7/5/23, Mr **************************** from Boost Mobile Phone ************** Corporate Manager called me to resolve my complaint that I filed with your office. He promised to reimburse me $76.77 for all the problems I endured with Boost Mobile a that I should receive the check in two weeks which I didnt. I left ******************** two voicemails which I made him aware that I had not received reimbursement and I requested a callback. As of this writing, I have not received a response or reimbursement. It seems ******************** lied when he said he would compensate me in order to settle my grievance. During my conversation I made him aware that I would update my complaint when I received the check he promised to send. Please advise. Thank you in advance *************************
Business Response
Date: 09/08/2023
September 7, 2023

*****************************
********************************. 1A
********, ** 10031

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

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

On September 1, 2023, we received your rebuttal, dated August 31, 2023, filed with the Better Business Bureau.

You said you have not received the $76.77 refund you were offered on July 5, 2023.

When we spoke on September 7, 2023, I explained that a $76.77 check refund was issued on July 5, 2023, but it was sent to the wrong address and does not indicate it was cashed. I was able to correct the address with my refunds team, so we will place a stop payment and reissue the refund for $76.77. Please allow up to two weeks for processing.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:06/10/2023
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 May 10th I spent 5 hours on the phone with several service reps and on the new app trying to correct my bill. I was assured that changes would be made and my account would be credited for and overpayment. This months my bill is still incorrect and I am being billed for unrequested and unused services again. I cannot take another 5hrs out of my life in vain again. I need all of my money
Business Response
Date: 07/07/2023
July 5, 2023

Ms. ***********************
** 19701

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

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

On June 15, 2023, we received your complaint, dated June 10,2023, filed with the Better Business Bureau.

You said that on May 10, 2023, you spent hours on the phone with us trying to correct your billing. You indicated that you are being charged for unrequested or unused services.

When we spoke on July 5, 2023, I informed you that a review of your account shows a $100.00 refund was issued on June 24, 2023, and we have two lines active on the account and the monthly bill is $100.00. You understood and accepted my explanation.

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: 09/24/2023
This is an ongoing issue from complaint #********. A representative from Boostmobile contacted me on more than one occasion, again interrupting my life, promising to resolve the issue and provide a refund. Instead, what he did was rob me of more of my time and money by breaking pomises and avoiding phone calls. Boost has been a terrible experience this last year. I am currently seeking another provider in my area. I miss the old Boostmobile.
Desired Resolution: The refund that was promised to me
Business Response
Date: 10/16/2023
October 10, 2023

Ms. ***********************
** 19701

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

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

On October 6, 2023, we received your rebuttal, dated October 5, 2023, filed with the Better Business Bureau.

You said Boost Mobile promised you a refund, but you have not received these funds.

When we spoke on October 10, 2023, I explained that during our previous correspondence on July 5, 2023, our system indicated a $100.00 refund was issued on June 24, 2023, and I issued a $90.00 credit to your account to ensure your next bill would generate at the correct price. A note on July 21, 2023, indicates that the $100.00 refund listed on your account was actually a result of an offsetting charge for a payment made on June 11, 2023,that was declined.

I confirmed that your account has been disconnected. I reissued a $100.00 credit to your account and resubmitted the $100.00 refund; please allow up to 12 business days for processing.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:06/10/2023
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.
We have a mobile wifi box from Boost Mobile that we have had since January 20, 2023. When we signed up for the new plan, we paid $50 a month for 35G of mobile wifi.We paid for the new service on May 26, 2023, and have barely used it. We tried to use it on June 7, 2023 and got the message, "service connected without internet". After several tries, we called Boost Mobile to ask about the problem and were told we had used all of our services. I disagreed with the customer service agent and requested that she look at my account again, that we have the mobile wifi box and have paid $50 for 35G since we started the service and there was absolutely no way we had already used 35G when the box hadn't even been turned on for nearly a week. The customer service agent stated she would put in an escalation ticket and it would take ***** hours to correct the problem and restore our service.I called Boost Mobile again on June 10, 2023, to see if there was any change to my mobile wifi service. I was informed that there was not and the new customer service agent told me I had used all 12G of my service. Again, I disagreed and explained to him the same thing I told the agent a few days before. I was then informed that Boost Mobile began migrating services to another carrier in April 2023 and the final phase of the transition occurred at the end of May. The agent looked into my account further and was able to see that we had been getting 35G of service before the migration I told the agent I was not informed of any migration, and I did not approve of having my service changed to another carrier. After more than an hour on the phone, the agent tried to give me another number to call, but I refused to hang up until we had some kind of resolution. We then asked for an email of our usage, and the agent refused to send us one. He stated that I could get it from our account, but we can no longer get into the account since the migration. We then demanded a refund and was told no.
Business Response
Date: 07/07/2023
June 29, 2023

Mr. *****************************
******************************************************
**********, ** 27320

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

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

On June 15, 2023, we received your complaint, dated June 10,2023, filed with the Better Business Bureau.

You said that you have a Wi-Fi box from Boost Mobile, and on June 7, 2023, after signing on, you received the message service connected without internet. When you spoke to a Boost Mobile representative, you were informed you had used your allowable data, which you contend is not correct. You requested a refund.

You are on a multi-line account, which is on the $50.00 unlimited talk/text 35 GB plan, with 12 GB allocated to hotspot usage. These 12 GB are pulled from the 35 GB allotment,and are not separate. The phone number provided as a contact, **************,has used ***** GB of its allowance, which has affected the hotspot and is why you are experiencing these issues. Of the three additional lines associated with this account, ************** has used ***** GB of their allowance and the remaining two have used **** and *****, respectively. Based on our findings,your request for a refund is not granted.

I recommend that you connect to Wi-Fi as frequently as possible to avoid using up your data allowance.

Sincerely,

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

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

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

Complaint: 20170644

I am rejecting this response because:
You are not looking at the correct account. I am speaking about the mobile wifi box for account number ************ and assigned ********************** number ************ that I have had since November 2022. I have never had an issue with this box, using all 35g of service BEFORE it was switched to the AT&T tower in May. Since then, the entire service has been garbage and I was told by your representative that somehow during the transfer it was switched from the wifi box plan to a mobile phone plan AND my service cost had increased to $60 a month. I did not ask for, nor authorize my service to be changed and I certainly did not agree to the price change.
At this point all I want is a refund of the $50 I paid for service from May 25-June 25 that I was NOT ABLE TO USE.
Your service is garbage and your customer service is extremely unknowledgable, and you are clearly inept at solving the issue. Additionally, we have lost faith in your company because of your shady business practices and we have changed our mobile service provider.
I would like to suggest to you that you pay closer attention to the information in a customer's complaint before you offer a solution.
Sincerely,

*****************************
Business Response
Date: 07/21/2023
July 18, 2023

Mr. *****************************
******************************************************
**********, ** 27320

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

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

On July 18, 2023, we received your rebuttal, dated July 17,2023, filed with the Better Business Bureau.

You rejected my first response because you said I reviewed the wrong account and I am not capable of resolving the issue. You said the account at the center of your complaint is associated with phone number ************** and account ************.

When researching an issue, the phone number provided in the complaint is used to identify the account. The phone number you provided in your first complaint was **************, which identified the account that was initially reviewed. In addition, your first complaint did not include the phone number or account number offered in your rebuttal.

A review of account ************ found that on June 10, 2023, you were informed that you had reached your data limit and a refund would not be issued. On June 20,2023, you were informed your previous plan does not exist on the new network.Therefore, your request for a refund is denied.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:06/10/2023
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 a Boost Mobile customer, in great standing, for 10 years. I have never had any issues during that time and paid my bill on time using auto pay every 22nd of the month. On June 7th,due to the errors made on the part of Boost during their service migration,my phone service was suspended! I also can't log into my online account either! For the past 4 days,I have tried with no luck,to get someone to restore my service! I have made close to 20 plus phone calls to Boost and not a single agent can help! Now, because of the aggravation of not having service,I need to transfer my service to a new carrier,which requires a TRANSFER PIN NUMBER. I tried several times to get this pin from the agents on the phone at ************************** they refuse to give me one.I cannot afford this type of aggravation! This has affected my job and my well being! This is abuse on their part! If they have no intention of restoring my service,then let me go to a new carrier! I almost feel like a hostage! My phone is still new and the phone tech I spoke to at the other carrier needs the TRANSFER PIN to complete set up! Why ******************** is doing this is mind boggling! They are the most inept company on the planet and their customer service is a nightmare! I need phone service! I'm 60 years old and need my phone to work! This is a horrible way to treat a customer of 10 years! PLEASE HELP!
Business Response
Date: 07/06/2023
June 26,2023

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

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

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

On June 15, 2023, we received your complaint, dated June 10, 2023, filed with the Better Business Bureau.

You said you were unable to get your port out PIN.

Please note that system issues had prevented agents from providing you with 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
                *************************************350
                ******, ** 80210

*********************
Customer Answer
Date: 07/06/2023

Complaint: 20170548

I am rejecting this response because:

Sincerely,

*********************************
Initial Complaint
Date:06/10/2023
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.
This is a new complaint that is related to complaint #********.Boost Mobile originally wouldn't provide me with a pre-paid shipping label to correct their own mistake, so I contacted BBB and that got them to send me the label. Now, that I've sent the phone back, they're refusing to refund what is due to me, in the amount of $255.12. I have been told by a number of representatives that my refund will be processed, and today (June 10th, 2023) was the day it was allegedly to be credited back to me. When it wasn't, I once again contacted Boost. At first they didn't reflect that they even had the phone, even though the tracking number indicated it was delivered on May 24th. Then, they admitted to having it, but proceeded to kick the can down the road and claimed that it may be another 24 days before I'd be given a refund. This company is criminal. They lie, make promises to the customer just to "get them off the line" and continue to be shady in all aspects (like when they originally sent me an open box/used phone after I paid for a brand new one). During my most recent communication with them, they flip flopped a few times as to the "actual 24 day return cycle" and wouldn't commit or admit to anything, as per usual, so here we are again to hold their feet to the fire.
Business Response
Date: 07/06/2023
July 6, 2023

Mr. *************************
1930 ********.
**********, ** 84015

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

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

On June 15, 2023, we received your complaint, dated June 10,2023, filed with the Better Business Bureau.

You stated that you returned your phone, but you have not received a refund. You requested that we provide one for your purchase price of $255.12.

As I advised you by email, I requested a refund for the purchase price of your device. Please allow 19 business days for processing and mailing of this refund check.

Sincerely,

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

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

                *********************
Customer Answer
Date: 07/10/2023

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, PROVIDED that the check actually arrives. The main issue I've been experiencing throughout this whole process is being told things are being taken care of and my refund would be processed, but each time, at the expiry of the timeline set by the representatives of the company, my issue and refund remain unresolved.

Sincerely,

*************************
Initial Complaint
Date:06/10/2023
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 cell phone was hacked during the cyberattack. I have lost everything, all of my emails , photos (I need for a court case), my medical records, my contacts, my cards on file were used, I was blackmailed and then told my personal pictures were shared publicly. I set up a new email and cloud but still had the same phone number and that was attacked and taken down as well. They were coming through the *** I ended up having to get a new modem ,phone, number everything new. I lost everything I needed from My past. I tried to cancel boost. I called at first and kept getting hung up on When.being transfered from my phone I was forwarded to the hackers. They still won't cancel my service They have access to all of mine and my child's information and pictures and have already used then against me. They told me the service is suspended but all calls are coming back as blocked and when dialing all.numbers including boost it hangs up. I was told that number would never have my internet again and they are correct. I do have some proof. And per ****** I had trogen slocker. I had ****** and waiting on a response from them. I have a police report for cards used.I'm scared to even be filling this out but scared they have all my info. I did not attach anything I have for proof at thus time
Business Response
Date: 07/06/2023
June 26, 2023

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

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

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

On June 15, 2023, we received your complaint, dated June 10,2023, filed with the Better Business Bureau.

You indicated that your phone was compromised.

On February 23, 2023, we experienced a cybersecurity incident that affected some of our internal communications, customer call centers, and internet sites.

Our investigation into the extent of the incident is now substantially completed. We have determined that our customer databases were not accessed in this incident. However, we have confirmed that certain employee-related records as well as a limited number of other records containing personal information were among the data extracted. We have taken steps to protect the affected records and personal information, and we received confirmation that the extracted data has been deleted.

Below are a few steps customers can take if they believe their phone is compromised:

Delete Unknown Apps - If you cannot remember downloading it and do not know what purpose it serves, it is best to be safe and delete it. You will notice these apps running in the background despite never having seen or interacted with them before.
Use Antivirus software - There are plenty of good antivirus programs designed for all OS. Utilizing this kind of software ******* you from possible outside attacks. There are free versions available but superior protection will come with a price tag.
Keep Phones Updated - Regular updates will keep the phones defenses up. You want your security system as up-to-date as possible.
Ensure your Boost Mobile account is set up with a four-digit pin. This is always something that can be updated as well. ***s can be update by logging in to ones account on boostmobile.com. Under My Device and then Profile Settings, the *** can be updated.
Factory Reset - This should be a last resort. A factory reset will clear ALL data from the phone and restore it to its original, default settings. Pictures, settings, and everything else will be erased. In this case, any hacking program will be removed from the phone as well.

Sincerely,

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

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

                *********************
Customer Answer
Date: 07/09/2023

Complaint: 20169066

I am rejecting this response because:
None of these items helped. I am now on my third carrier. Boost was unwilling to disconnect phone or help with any issues at the time. This has cost me so much from money, sleep, safety of family.

Sincerely,

*************************
Business Response
Date: 07/24/2023
July 19, 2023

*****************************
******************************
********, ** 68123

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

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

On July 19, 2023, we received your rebuttal, dated July 18,2023, filed with the Better Business Bureau.

You said the information I provided did not help and no Boost Mobile agents could help you.

Please refer to my previous response, wherein I advised you that customer information was not accessed during Boost Mobiles cybersecurity incident, and Boost Mobile has no control over the integrity of the security of your device nor your decision to change providers multiple times.

When you contacted us regarding disconnecting your service,agents explained that porting your number out will automatically disconnect the account, or, as ******************** is a prepaid service, not paying your monthly bill will cause the account to suspend upon your due date. I also found that when you contacted us, your account was already suspended and agents correctly advised you that not making a payment on your account would ensure it remained suspended.

While we sincerely regret any inconvenience this issue may have caused, agents provided you with the help they were able to, but you declined the options they presented.

Sincerely,

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

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

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

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