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

• 

  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

• 

  Boost Mobile

  827 Taylor Ave Towson, MD 21286

• 

  Boost Mobile

  1 SW 107th Ave Unit 3 Miami, FL 33174-1415

• 

  Boost Mobile

  1420 Paramount Dr Ste B Huntsville, AL 35806-2834

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:06/09/2023

  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 also always had Auto repay.Boost Mobile charged me March 4,2023 $57 with phone insurance April 4,2023, *****, May 4th 2023,June 4,2023 ***** I am livid with boost Mobile for the fact that I have been a loyal customer of ********************** for over 15 years now I received a message from them telling me that I had to update my payments because it wasn't going to go through ***** some sort of Internet issue or some kind of issue they were having. I was told because I was such a long time customer that I would not be charged and my phone wouldn't be shut off because of the issues that they were going through.My phone was shut off without notice.I tried contacting boost Mobile more than I can count.I tried reaching out to them by phone. I never was able to get through to anyone it would be a recording saying that they were having difficulties and they could not speak to anyone. The only way I could speak to anyone was through the boost mobile chat. Which I was told a million different stories about what was going on with the service. My phone was not working no calls no messages no data no internet. I was told that they were having issues with a security breach and that my information might have gotten stolen and they couldn't speak to anyone on the phone because they were trying to resolve this issue this literally went on from March to the end of May every time I reached out. I told them that I have been a loyal customer I have always paid on time because I had auto pay so my payment would always come out automatically. That didn't happen though as many times as I spoke to someone through chat it would be up to 4 hours a day sometimes. I was given five different phone numbers for an insurance company.when I called the insurance company I was told that they couldn't find my number my name my information.They told me that I did not have insurance. I was told that there wasn't any way I was getting a refund. For a phone that had no service.

  Business Response

  Date: 07/06/2023

  June 27, 2023
  
  
  
  Ms. **********************************;
  ************************************;
  *******, ** 06460
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. ************************* June 15, 2023, we received your complaint, dated June 9,2023, filed with the Better Business Bureau.
  
  You stated you have always had automatic payments, but you were notified that your payment information needed to be updated. Your payments of $57.00 were processed normally for March through May 2023. You indicated that you have tried to contact customer service on numerous occasions, but there were issues related to the security breach and you were told your personal information could be compromised. In addition, your phone is having problems,but the insurance company is unable to locate your account. You requested a refund.
  
  In March, Boost Mobile restored its systems that were affected by the incident that occurred in late February. Thank you for your patience while we restored Boost Mobiles systems. Due to a higher-than-normal call volume, calls to customer care *** have longer-than-average wait times.For the fastest service on updating an account or making a payment, please log in and do so through this website, or on the MyBoost or BoostOne applications.
  
  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. While we have no evidence that this data has been misused, we have started the process of notifying the potentially impacted individuals whose data was extracted. DISH Network is supporting those potentially impacted individuals by providing credit monitoring and identity restoration services at no cost.
  
  Boost Mobile offers optional phone protection through Likewize (formerly known as Brightstar). Once a claim is filed, customers are required to pay a non-refundable deductible of $20.00, $50.00, $100.00 or $175.00 (based on the device type) if the claim is approved. Customers are eligible for two approved claims within a 12-month period beginning on the date of the first replacement. Please contact Likewize for further assistance with filing a claim.
  
  We respectfully decline your request for a refund, as the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable
  
  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: 07/07/2023

   
  Complaint: 20168034
  
  I am rejecting this response because:

  All the **************** agents at ****************** do not know what they are doing. I can not get anyone to help me with my service.. It is the worst service I have had since Dish mobile took over. I would like to know why old customers don't get any help with phone service deals or phone deals but only the new customers that sign up now get deals . They cannot locate my account . It's impossible to get a hold of them. Something needs to be done. I don't even want to use them anymore. 

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

• Initial Complaint

  Date:06/09/2023

  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.

  Order #****-425281-9036 Order date: 05/29/23 Amount paid: $102.85 I bought a 12month plan. I called customer service at least 5 times to activate my phone, but none worked, even though they checked my phone is compatible with Boost Mobile. I requested a refund, but got rejected.

  Business Response

  Date: 07/06/2023

  July 6, 2023
  
  
  
  Pex *****
  *********************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Pex *****:
  On June 15, 2023, we received your complaint, dated June 9,2023, filed with the Better Business Bureau.
  
  You stated that you purchased an annual plan and paid $102.85; however, you were unable to get the service activated. You requested a refund.
  
  Our records indicate that a refund of $102.85 was processed on June 10, 2023.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  **************************************************************** / ******* Better Business Bureau
                  ****************************************
                  ******, ** 80210
  
                  *********************
  

  Customer Answer

  Date: 07/06/2023

   
  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,
  
  Pex *****
  

   

• Initial Complaint

  Date:06/09/2023

  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 not under any contract. I have had my phone for over 11 months, my account about 4 years. This company (customer service) will not unlock my phone to transfer to another carrier claiming I have not had my phone for 12 full months. As of 7/1/23 my current store, not listed at ********************************************************** ************** is sold out to ******* Wireless. I do not want ******* for a carrier. This will cause me great expense of a new phone through a preferred carrier and having to change a number I have had for over 15 years and do not want to change. Request to unlock phone was made 6/8/23 with customer service via phone as instructed by store staff.

  Business Response

  Date: 07/06/2023

  July 5, 2023
  
  
  
  Ms. *********************
  ******************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On June 15, 2023, we received your complaint, dated June 9,2023, filed with the Better Business Bureau.
  
  You requested your device be unlocked.
  
  Boost Mobile will unlock a device under the following circumstances:
  
  ?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
  ?The device has been active on the associated account for at least 12 months
  
  Your unlock request has been granted; please allow 72 hours for this to process and ensure your phone is powered on with the Boost Mobile SIM card inserted. If your phone requires a Master Subsidy Lock (MSL) PIN, please use ****** when your device instructs you to do so.
  
  MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it.Additionally, unlocking a device may enable some functionality of the device,but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:06/09/2023

  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 05/14/23 my data stopped working completely, I could not use any of my apps, and was unable to text message. I contacted boost moble customer service and explained the situation to which I was told I had to restart my phone. I did no change. I called back and was told I needed to wait till the end of my billing cycle to be able to regain my lost services. I then decided that as per their website I would simply restart my plan by paying the full amount for the plan and I was told that wasn't possible unless I upgraded to the next highest plan. I followed their instructions and still even after doing what I was told I had no change. I had spoken to customer service rep after customer service rep try to figure out why my plan didn't restart after I had payed the amount due and got told lie after lie and finally had enough and requested a refund. I was given a ticket number and after serval day told they had incorrectly imput the information on my refund. So I was assured that the information was correctly imput and I was issued another ticket number. I waited and was still not given my refund I was due. Now they are refusing entirely to give me a refund and are asking me for more money to start my plan over.

  Business Response

  Date: 07/06/2023

  June 27, 2023
  
  
  
  Mr. *********************
  N2639 County Road ** *** G148
  *******, ** 53118
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ************:
  
  On June 15, 2023, we received your complaint, dated June 9,2023, filed with the Better Business Bureau.
  
  You stated that you experienced changes in performance when using applications that require data usage. You also mentioned you made an additional payment to restart your plan, but afterwards you were informed that the option was not available and you could only upgrade your plan to gain data sooner. You requested a refund.
  
  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 that you elected to change your plan to gain access to additional data instead of waiting until your monthly recharge date. You were also informed prior to making the payment to restart your plan that the option to do so is no longer available.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C. 
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************;

• Initial Complaint

  Date:06/09/2023

  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 phone bill is due on the 4th of each month. May 26th I made my $70 payment for the month of June. I was charged 3 times for a total of $210 dollars. I called and they sent a ticket to the "back office" stating I'd get a refund of $140 in a few days. A few days later I get that refund plus another $140. By this time it's June 4th and they shut off my service. I must pay them the extra $140 they accidentally sent me before they will restore service. I pay the $140. I wake up the next day to another 2 charges on my card for $70 each. It's June 9th and I'm still waiting on my $140 dollars they continue to steal from my account. With no offers for any of the inconvenience they have put me through. I have been charged 7 times by this company when it was supposed to be 1.

  Business Response

  Date: 07/06/2023

  June 23, 2023
  
  
  
  Ms. *************************
  ** 45236
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On June 15, 2023, we received your complaint, dated June 9,2023, filed with the Better Business Bureau.
  
  You said multiple payments were charged to your bank account. You requested a refund.
  
  A refund of $140.00 was processed on June 15, 2023.
  
  The charges to your account were the result of a system issue that has been addressed.
  
  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:06/09/2023

  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 the 8th 2023 I was charged an additional moblie service charge of $500.00 for my monthly cellular service by carrier Boost Moblie. Dish Network has acquired the purchase of Boost Moblie with some unethical practices of double charging consumers like myself through an online Boost Moblie One App. I've been a satisfied customer with ********************** Moblie for 4 plus years without any problems paying my bill online through the Boost Legacy App this is very unfortunate. A ticket number ( *******) was created to issue a refund was closed. I contacted Boost Moblie to acquire about my refund. I was informed that the 4 digit account number associated with the payment was different than what was given over the phone. This a balant attempt to avoiding issuing a refund. The information given was correct. There's no need to credit the account for $500 towards future service's because I plan on dropping there service's next month. I'm no longer confident in their business.

  Business Response

  Date: 07/06/2023

  June 27, 2023
  
  
  
  *********************************
  *************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On June 15, 2023, we received your complaint, dated June 9,2023, filed with the Better Business Bureau.
  
  You stated that on June 8, 2023, your account was charged an additional $500.00. You mentioned that you contacted customer service to inquire about a refund, but you were unsuccessful in obtaining one. You requested a refund.
  
  Our records indicate that your account was impacted by an error that caused multiple payments through the app. Your refund of $500.00 was submitted on June 11, 2023.
  
  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
  
                  *********************

• Initial Complaint

  Date:06/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently removed the $5 speed pass and $5 hotspot options from my account 2-3 days ago prior to end of this billing cycle, and wanted to readd them only to find the price had gone up for fewer features. This should be covered under a reasonable grandfather clause. Most carriers allow grandfathered features to be retained within a ***** day window depending on the exact carrier. 3 days is insufficient, especially with no notice.

  Business Response

  Date: 06/15/2023

  June 13, 2023
  
  
   
  ***************************
  32616 *********.
  ***********, ** 98003 
   
  Re:BBB Complaint #********
  130351456753 - *************
  
  Dear ************************:
  
  On June 12, 2023, we received your complaint, dated June 9, 2023, filed with the Better Business Bureau.
  
  You stated that you previously removed the $5.00 Speed Pass and $5.00 Hotspot from your account approximately three days prior to your cycle renewing. You indicated you went to add them back to your account only to discover their price increased. You requested these extras be available at a discounted rate. 
  
  The discounted pricing was a benefit to our Early Access members if they opted to add the extras during that time period. With launching a new plan and Apple products, we are no longer in our Early Access period. Though the price has increased, our extras offer many great benefits to our plans and at a lower cost than most of our competitors.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Infinite  
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************;
  
  

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20166590
  
  I am rejecting this response because while I understand that as a new carrier, communication and service options may be lacking, but given Boost Infinite's own slogan of "infinitely better", it cannot even meet the standards set by the competition it claims it is trying to create. All three major post-paid competitors have policies that allow deprecated feature code retrieval, typically within 14 days to 180 days. ********* policies allow deprecated feature requests with an Inactive Pricing Request within two bill cycles, or 60 days of feature code change. ATT has a similar, though more strict policy, typically within 14 days of the feature change. ********** ******* team has expanded feature and SoC code access, usually two bill cycles or 60 days, though in rare instances up to 180 days. All three direct competitors also allow feature removals to be cancelled during theactive bill cycle, which is what happened in my scenario. I put major effort into contacting by all methods available to stop the feature code removal, only to be told that no one could do so. By these metrics, Boost Infinite is failing to meet even the industry standard basics for consumers to change their mind within a reasonable period of time. This in and of itself is not inherently an issue, had there been proper communication - indeed, this the primary issue as instead of proper notice like what we have seen from ****************** and ATT about plan changes or feature changes typically a bill cycle in advance at minimum, we were just surprised with new rates and no such advanced notice that the aforementioned feature code rates would be increasing, including for existing Early Access subscribers such as myself. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/09/2023

  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.

  Boost mobile is a prepaid service. My account was suspended on 5/24/23. I promptly made payment. They charged me again on 6/4/23 without cause

  Business Response

  Date: 07/06/2023

  June 27, 2023
  
  
  
  *******************************
  *******************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On June 15, 2023, we received your complaint, dated June 9,2023, filed with the Better Business Bureau.
  
  You stated that your account was suspended on May 24, 2023,but you made a payment to restore it. You indicated that on June 4, 2023, your account was charged again. You requested a refund.
  
  Our records indicate the payment made on June 3, 2023, was done through the application. A refund of $80.00 has been submitted.
  
  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
  
                  *********************;

• Initial Complaint

  Date:06/09/2023

  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 contacted Boost Mobile **************** **************** ) on June 9th around 11am. I purchased a $10 data pack for 2GB of data for a one time purchase not an add on to my plan. The money was taken out of my bank account but the service was never added to my phone. When I called customer service I was told by ****** that my purchase was pending? I asked her to explain why my money had been taken from my account and the service was pending made no sense. I asked ****** the same question twice but was never given an answer to justify why my money was taken but the service I purchased was not provided ,****** then told me that i would have to just wait. I told her no I don't have to wait if I have paid for a service that said service needs to be provided by Boost Mobile. I still don't have the service I purchased. Also last month my service was disconnected without any prior notice that the 14 day grace ****** which Boost Mobile had provided was no longer active. I had spoken to an agent the night before and asked if everything was ok with my account I was told Yes only to awaken the next morning with no phone service. I need my money placed back in my account or the data pack added which I purchased also for my trouble and lack of professional customer service I request my next month charges be comped. I thank you in advance for your time and consideration in resolving this matter.

  Business Response

  Date: 06/21/2023

  June 15, 2023
  
  
  
  *************************
  ***************************** 406
  ********, ** 43215
  
  Re:BBB Complaint #********
  310024709884 - *************
  
  Dear **************:
  
  On June 14, 2023, we received your complaint, dated June 9, 2023, filed with the Better Business Bureau.
  
  You stated that you purchased a data pack but it could not be used. You also expressed frustration with your billing, as you stated you were never informed you would no longer have a grace ****** to pay your bill before service is interrupted.
  
  Our records indicate the data pack was available the same day you purchased it on June 9, 2023. Data packs may take time to become available.
  
  Previously, you were allowed a late payment grace ****** to make your payments without being interrupted; however, this option is no longer available.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  DISH Network, L.L.C.
  
  ********** / ******* Better Business Bureau
  ********************************************************************
  
  *****************************
  
  

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20165765
  
  I am rejecting this response because:

  I never received prior notice that the grace ****** was no longer available. I stated in my prior correspondence that my service was interrupted the day after I called Boost Mobile and I asked twice if everything was ok with my account. This should have been explained during that phone conversation. The customer service is extremely poor and questions are never resolved. The other day, June 21st I called five times before I received a correct answer to my inquiry.  This response from management shows me the lack of professionalism and caring for your customer base. I will definitely be shopping around be another carrier for my phone service.  

  I certainly caution anyone to research this company before doing business with them. My month is approaching on June 22nd,I will use the service for this billing cycle,but July 22nd I doing business with a phone carrier who cares about their customers.

   

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

• Initial Complaint

  Date:06/09/2023

  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 a Boostmobile wifi hotspot ******** router Linkzone2) that I use to connect to the internet with my computer. This is a 35 GB plan. This stopped working around 9 am Eastern on 6/2/2023. Boost told me that I had exceeded 12 GB and my plan limit was capped at that amount. I can't see the usage of this device through the *** because that won't connect anymore. I don't believe that I used 12 GB on that date, because my monthly use had just been refreshed, and I would not have used 12GB in 2 days. In addition the plan should be 35 GB, and on 5/30 I had contacted BoostMobile about my account, and they had told me then that I had a 35 GB plan for this hotspot. I want to clarify that this is not a phone hotspot, it is a separate mobile hotspot. I have done online chat with Bootmobile support multiple times (6/2/23 and 6/9/23), and called their **** center multiple times(6/2/23 and 6/9/23). The customer care person typically tells me that I have used my 12 GB up and must pay more to refresh this, that they can't correct my plan. I believe that Boost updated their systems, and my account was affected by this. They are telling me to pay more, and I think there is an error on their end that they should correct. I am sure there are other customers affected by this who will fall into the trap of paying more for errors that BoostMobile needs to admit, apologize, and correct. The most recent time that I called BoostMobile (6/9/2023) the customer care person told me they will finally escalate this issue but that I must call back in 48 hours, they can't reach out to me.

  Business Response

  Date: 07/05/2023

  June 28, 2023
  
  
  
  Ms. *******************
  *****************************
  ***********, ** 48734
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On June 15, 2023, we received your complaint, dated June 9,2023, filed with the Better Business Bureau.
  
  You said that your Linkzone 2 hotspot device stopped working on June 2, 2023. When you inquired as to why, you were informed that you had reached your 12 GB data cap, which you disagree with because you are on a 35 GB unlimited plan. In addition, you would not have used 12 GB in just two days.
  
  You are correct that you are on a 35 GB unlimited plan; however, the hotspot is capped at 12 GB per month. Depending on what you use the hotspot for, the amount and speed of data used will vary. For example, you can watch 24 hours of standard definition video, but this is reduced to 6 hours if in high definition.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  
  

  Customer Answer

  Date: 07/09/2023

   
  Complaint: 20165153
  
  I am rejecting this response because:

  Boost could not provide detailed information regarding my 2 days usage history, when they claimed that I used up all of my data.  They had done a system conversion and said the information was not available.  I was not able to prove to them that I didn't use up 12 gb in 2 days.  They told me that I had a 35 gb plan 2 days before (when I called to update my card information for payment), and never mentioned a ************************************************************************************* advance. 

  This is poor business practice and unfair to customers.

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