Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,978 total complaints in the last 3 years.
1,511 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:06/07/2023
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 already submitted a complaint against Boost for not refunding my remaining funds and have been advised that the case is closed. My entire time I spent talking with someone to get my transfer pin to transfer my phone number to consumer cellular was with the representative from consumer cellular online with me it was re order and the boost repeatedly said to go to a boost mobile outlet to get a refund. The call was recorded. Boost committed fraud and the BBB went along with it. Very poor ****** service from both the BBB and Boost. Yes the call had been recorded and the cc rep kept talking to throughout my interaction with Boost **************************** is a horrible fraudulent company. For anyone out there considering a phone with them. Don't go anywhere else. They'll lie and deceive you. Not worth it. BBB did nothing in this except participate in a cover-up. I'm out my remaining funds by a scheming company. Very disgusted.....
Business Response
Date: 07/03/2023
June 27, 2023

*************************
***********************************************., Apt. 3303
*****, ** 33771

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

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

On June 14, 2023, we received your complaint, dated June 7,2023, filed with the Better Business Bureau.

You said Boost Mobile committed fraud by refusing a refund and the Better Business Bureau went along with it.

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. To review our Terms and Conditions, please visit: *********************************************************************************.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:06/07/2023
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.
We signed up for TWO new Boost Mobile $50 - 35GB Wi-Fi Hotspot Plans and purchased TWO BST ******* LinkZone2 units at $100 each on 10/21/2022. Our total sign up cost was about $300. This was for our home wi-fi for 2 people and provided 35GB of hotspot monthly service each. Our total service cost going forward would be $100 per month. It has worked very well.. until now.We have only used 12GB on each of our plans this month and internet was cut off until next monthly renewal on 06/22/2023. After several calls to Boost Mobile, we were told that this plan was eliminated and converted to a phone plan with only 12GB Hotspot, 35GB phone data and unlimited calls/text. The ******* unit we purchased is NOT a phone and has no keyboard or screen, so we cannot access the remaining 23GB phone data. At this time, we cannot connect our computers to the internet. WITHOUT ANY NOTICE, BOOST MOBILE CHANGED THE PLAN!! WE ARE NOT GETTING THE SERVICE WE PAID FOR. If they'd notified us of the change, we would have cancelled our accounts before the new plan went into effect.Boost Mobile customer service wasn't any help. They will not refund the difference in price for the reduction of 35GB hotspot to 12GB hotspot. We are closing both of our accounts and request full refund for the remaining unusable data. My account with ********************** is for ************.Thank you
Business Response
Date: 06/14/2023
June 12, 2023

*****************************
20443 ******************.
********, ** 85361

Re:BBB Complaint #********
535121129338 - *************

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

On June 7, 2023, we received your complaint, dated June 7, 2023, filed with the Better Business Bureau.

You stated that your hotspot plan was changed without your notice. You requested a refund for your last month of service.

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 accessed the Sprint Network would no longer work. Despite our requests to delay this, T-Mobile refused and the old network started being decommissioned on March 31, 2022.

Due to this occurrence, your account was migrated to a new system, and your grandfathered plan is no longer available. We regret any inconvenience this may have caused.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Nevertheless, as a courtesy, I applied a one-time credit of $50.00 to your account. Please allow ************************************ your account balance.

Sincerely,

*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

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

Customer Answer
Date: 06/15/2023

Complaint: 20155326

I am rejecting this response because: Since I can't use a talk/text plan for home internet, an account credit is useless to me. I can't use it! Also, as of today, 06/15/2023 at 03:****, the account credit doesn't show up on my account.
I respectfully request the $50 one-time courtesy credit to be refunded by a check to be mailed to my home. Thank you.

Sincerely,

*************************
Business Response
Date: 06/19/2023
June 17, 2023

*****************************
20443 ******************.
********, ** 85361

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

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

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

You stated that as your service is still not working, you have no use for an account credit. You requested that we provide the credit as a check refund.

Please be advised that our system indicates you have reached your hotspot data cap for the month. The data allotment will be reset after your next monthly payment is received. The $50.00 one-time credit that has been applied to your account will cover this charge.

Please note that courtesy credits have no cash value and are non-refundable.

Sincerely,

*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                *********************
Customer Answer
Date: 06/22/2023
I reviewed the response from Boost Mobile.

The plan they changed me to limits my hotspot usage to 12GB. Previously, I paid for a 35GB hotspot plan. They changed my plan without notification to me. I discovered the change when my home internet quit working when I reached 12GB.

Even when the hotspot is reset on the billing date, 12GB is not sufficient for my home internet. I would never agree to pay $50 for only 12GB and would not have chosen the plan that they changed me to. I reject their credit and request a refund by check.

Please reopen my complaint as unresolved.

Thank you.

Business Response
Date: 06/26/2023
June 26, 2023

*****************************
20443 ******************.
********, ** 85361

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

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

On June 26, 2023, we received your second rebuttal, dated June 23, 2023, filed with the Better Business Bureau.

You stated that you were not advised that your plan had been changed, and if you had been, you would not have signed up for this service plan, as 12 GB of hotspot data is insufficient for your needs. You said you do not accept our credit of $50.00, and you requested a refund by check.

As I previously advised you, due to the shutdown of our CDMA network, our hotspot-only plans are no longer offered. Our important terms and conditions state that we may change prices or any other term of your service or this agreement at any time. If you use your service after the change takes effect, then you are accepting the change.

Nevertheless, as a courtesy, I have requested a refund of $50.00. Please allow 20 business days for processing.

Sincerely,

*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                *********************
Customer Answer
Date: 06/27/2023

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:06/07/2023
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 signed up for TWO new Boost Mobile $50 - 35GB Wi-Fi Hotspot Plans and purchased TWO BST ******* LinkZone2 units at $100 each on 10/21/2022. Our total sign up cost was about $300. This was for our home wi-fi for 2 people and provided 35GB of hotspot monthly service each. Our total service cost going forward would be $100 per month. It has worked very well.. until now.We have only used 12GB on each of our plans this month and internet was cut off until next monthly renewal on 06/22/2023. After several calls to Boost Mobile, we were told that this plan was eliminated and converted to a phone plan with only 12GB Hotspot, 35GB phone data and unlimited calls/text. The ******* unit we purchased is NOT a phone and has no keyboard or screen, so we cannot access the remaining 23GB phone data. At this time, we cannot connect our computers to the internet. WITHOUT ANY NOTICE, BOOST MOBILE CHANGED THE PLAN!! WE ARE NOT GETTING THE SERVICE WE PAID FOR. If they'd notified us of the change, we would have cancelled our accounts before the new plan went into effect.Boost Mobile customer service wasn't any help. They will not refund the difference in price for the reduction of 35GB hotspot to 12GB hotspot. We are closing both of our accounts and request full refund for the remaining unusable data. My account with ********************** is for ************.Thank you
Business Response
Date: 07/20/2023
June 12, 2023

*********************************
20443 ******************.
********, ** 85361

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

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

On June 7, 2023, we received your complaint, dated June 7,2023, filed with the Better Business Bureau.

You stated that your hotspot plan was changed without your notice. You requested a refund for your last month of service.

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 accessed the Sprint Network would no longer work.Despite our requests to delay this, T-Mobile refused and the old network started being decommissioned on March 31, 2022.

Due to this occurrence, your account was migrated to a new system, and your grandfathered plan is no longer available. We regret any inconvenience this may have caused.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Nevertheless, as a courtesy, I applied a one-time credit of $50.00 to your account. Please allow ************************************ your account balance.

Sincerely,

*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                *********************
Customer Answer
Date: 07/21/2023

Complaint: 20155293

I am rejecting this response because: I not advised that my plan had been changed from a hotspot plan with 35GB data to a phone plan with only 12GB hotspot data. I discovered it only when my internet data was reduced from 35GB to 12GB. If I had been notified, I would have declined the new plan and not paid for ongoing service.  12 GB of hotspot data is insufficient for my home internet. Due to this, I cannot use a $50 account credit for 12 GB of internet. I cannot access the additional data on the phone/data plan since the ******* unit is NOT a phone, does not have keys, buttons or a screen. It's designed to only use hotspot data. Due to this, I cancelled my plan. I respectfully request a $50 refund as previously requested.

Sincerely,

*****************************
Initial Complaint
Date:06/07/2023
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.
On 04/27/2023 $200 Extra dollars was tooking out of my account and I was told 7 to 10 Business days and on 04/02/2023 it was put in to my account and then tooking back out no reason why now they talking about 10 more Business days and they say 7 days I need my money
Business Response
Date: 07/03/2023
June 26, 2023

***************************************
*********************************************
*******, ** 30034

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

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

On June 12, 2023, we received your complaint, dated June 7,2023, filed with the Better Business Bureau.

You said that you were overcharged $200.00 on April 27, 2023, which was then credited back to your account and again withdrawn.

The issue was caused by an error within the Boost One application that inadvertently notified you the payment did not process, when in fact it did;however, this caused you to continue to make attempts, which generated the overpayment, and the system then generated excessive refunds. This issue has since been resolved.

A review of your account shows that you were refunded the correct amount.

We apologize for any inconvenience this has caused.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 07/03/2023

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:06/07/2023
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.
I been with boost mobile for about 9 to 10 years never had a problem. My payment due day has always been on the 21th in which I always paid on the 17th or around time. For some reason I paid my bill on the 17th nomally I get a text well I never got one so I called on the 19th to fine out why, which I was told I am with another boost, I ask her why she said something to the fact I been with them so long they are moving me, and that nothing is going to change other then yoiu payment now will only be $25, I really but I just paid the other day $50 she stated what I am going to do is use $25 for this month payment and on the 21th of next month you will not have to pay anything and that is where this all stated.
Business Response
Date: 07/03/2023
June 29, 2023

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

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

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

On June 12, 2023, we received your complaint, dated June 7,2023, filed with the Better Business Bureau.

You stated that your due date was recently changed and you did not receive a text notification after your recent payment. You indicated that when you contacted customer service, you were informed that you were switched to a different Boost and your monthly payment would only be $25.00. You mentioned that you were told the $50.00 payment would cover two months of service. You stated that your service was interrupted. You requested a refund.

Our records indicate that your account was recently migrated to our new ****************. A refund of $25.00 has been requested.

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
                ***********************************350
                ******,** 80210

*********************
Customer Answer
Date: 07/03/2023

Complaint: 20153036

I am rejecting this response because: No one told me about a refund she just told me that $25 will be put on my next bill and that my payments will be only $25 not $50 because of the new plan which I new nothing about. That is why I ask the supervisor to pull up the phone conversation and she stated that she couldn't it's ok because I know boost is playing a game in which I am very dissatify in. I wonder how many more people they are doing this to.

Sincerely,

***********************
Initial Complaint
Date:06/07/2023
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 went to use my phone this morning and couldnt make any call, texts or use the internet. I called multiple times trying to resolve the issue and all they could tell me is that this is an ongoing issue with boost mobile and many customers are experiencing the same issue. They couldnt give me a time frame of when my phone would work again or offer any kind of solution. I paid my sons and I phone bill on time ($80) so there is no reason for our phones to not work. **************** does not help and have very little information to give. I asked for some sort of compensation and that also was basically nothing. I stressed to them how Im expecting important calls involving my job and how this is affecting my job and now my money and all they could say was sorry we are working on it and theres a ticket already submitted. This company is horrible and the service is even worst. Between the dropped calls and no service Im pretty fed up and need to be compensated for the trouble its causing me
Business Response
Date: 07/03/2023
June 29, 2023

*************************
** 18507

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

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

On June 12, 2023, we received your complaint, dated June 7,2023, filed with the Better Business Bureau.

You said that on June 7, 2023, you were unable to use your phone to make calls, send texts, or use data. You stated that Boost Mobile told you it was a known issue and could not provide a resolution timeframe or offer any compensation.

When we spoke on June 29, 2023, you confirmed that the service issues were resolved after four days and a $10.00 credit was issued to your account. As a customer satisfaction gesture, I issued a one-time $70.00 credit to your account.

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:06/07/2023
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.
I canceled my mobile service 2 months ago and they recently charged my credit card for $40 I have tried to get a refund but they are refusing, I had problems the whole time I was there.
Business Response
Date: 07/03/2023
June 10, 2023

*******************************
**************************************************************
******, ** 31002

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

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

On June 9, 2023, we received your complaint, dated June 7,2023, filed with the Better Business Bureau.

You stated that you called two months ago to cancel your account, but recently your card was charged $40.00. You requested a refund.

Our records do not indicate any cancellation requests were received for your account, and *************************** were redeemed on the BoostOne application as recently as May 18, 2023.

Your account is set to disconnect on July 3, 2023. After the line is disconnected, you will be unable to port out your phone number. We also cannot guarantee that this phone number will be available if you decide to reactivate. If you change your mind and would like to keep your line active,the last day to stop the disconnection will be July 2, 2023.

We respectfully decline your request for a refund.

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: 07/03/2023

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:06/07/2023
Type:Customer Service 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.
The phone number ************* was dropped from my family plan without my permission by Boost and they are refusing to put back on the plan. The phone was misplaced in April or May of 2023 and was requested to suspend the number until the phone was found. The phone was found within 4 hours requested the phone be turned back on and it was, but they removed from the family plan without my knowledge and permission when turning back on the phone. Now I am paying a totally different bill for this phone alone and my family plan. I feel Boost is trying to make more money off me by refusing to add the phone line back to the family plan. I have been with Boost for over 5 years and as a valued customer they are being unfair to me and don't value me as a customer. Please help me resolve this issue.
Business Response
Date: 07/03/2023
June 27, 2023

*****************************
********************
****, ** 46410

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

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

On June 12, 2023, we received your complaint, dated June 7,2023, filed with the Better Business Bureau.

You stated that your phone was removed from your family plan when it was reported lost/stolen, and Boost Mobile refuses to add this line back to your family plan now that the device has been found. You requested unspecified compensation.

Please be advised that when on a family plan, the only way to report an individual device as lost/stolen is to remove the service line from the family plan. Please go to your local Boost Mobile retail location with your family plans primary account holder, where they will be able to assist you with restoring the service line back to the family plan.

As a courtesy, I applied a one-time credit of $50.00 to your Boost Mobile account. Please allow ************************************ your account balance.

Sincerely,

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

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

                *********************
Customer Answer
Date: 08/02/2023
08/02/2023 Boost Mobile representative informed me today that I need to go in person to the Boost Mobile store to have all my cellphone numbers put back on the family plan and that it can only be done at the Boost Mobile store. I went to the boost mobile store today and the representative stated they are not equip to merge are the phone lines to the family plan it has to be done over the phone. I called the boost care line from my phone while I was still at the boost mobile store. I informed the boost representative over the phone that I was at the boost store and that the representative here at the store can't do it in the store that he has to be done over the phone. The store representative informed the boost representative the same information on the the phone. The Boost representative on the the phone then told me I had to purchase all new phones with all new numbers to get back on the family plan. So I have to purchase a totally new contract for all three numbers I should have been informed of this before they changed over to this new network where I had the family plan through the old Boost network. This is not how you treatment your customers who have been with Boost Mobile over 5 years. I have been having the family plan now I have to purchase all new phones and contract with new numbers making even more money off of me. I want to be compensated for my money with this service and I should not have to purchase all new phones to get the family plan back. This is not fair tome as a paying customer to be treated in this matter. Please help me resolve this issue.
Desired Resolution: I want to be put back in my family plan package with all my phone lines like I was before they changed to the new network I should not have to purchase all new phones or change my numbers to get back on the family plan.
Business Response
Date: 08/23/2023
August 18, 2023

*****************************
************, ** 46410

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

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

On August 8, 2023, we received your complaint, dated August 2, 2023, filed with the Better Business Bureau.

You stated that your three-line family plan was separated into separate accounts during the migration to our new billing system. You stated that you were told to go to a Boost Mobile retail store for assistance. You found that the store employees were not able to assist with this issue. The store employee suggested getting new phones and new phone numbers to correct the issue. You requested that your lines be put back on a family plan and that you be compensated.

The separation of accounts that were on a family plan prior to the migration is a known issue and we are working to resolve the issue and get the lines back on a family plan as soon as possible.

The suggestion to get new phone numbers would resolve the issue quickly, and may have been suggested as an immediate fix. However, new devices are not necessary.

Our records show that a $50.00 credit was applied to the account on June 9, 2023, which covered your service for the July 2023 billing period. I have applied an additional credit of $30.00 to the account that will apply to the September 2023 billing period.

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

                *********************
Customer Answer
Date: 08/29/2023
Complaint: 20414115

I am rejecting this response because:boost Mobile didn't credit $50 to the cellphone number ************* phone bill this phone line was also included in the family plan. Also the Boost store located at **************************************************************** ************** spoke with representative Silwady Wireless who is an authorized retailer for Boost Mobile who said I have to purchase a whole new phone and number I don't know why you keep telling the BBB false information. I guess I need to record the conversation for my proof I have went to this location and spoke with the representative again. Boost Mobile is a fraudulent franchise who likes to rip their customers off for their gain.

Sincerely,

*************************
Business Response
Date: 09/01/2023
August 29, 2023

*****************************
************, ** 46410

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

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

On August 11, 2023, we received your complaint, dated August 8, 2023, filed with the Better Business Bureau.

You stated that one of your service lines was separated from your family plan and you have been unable to restore it. You requested that we credit payments that were made for this line.

As you stated you were previously advised, we are currently experiencing a back-end issue that prevents us from restoring this single line to your family plan. We are diligently working on a fix for this issue, but we do not currently have a timeline for resolution. We regret any inconvenience that this may cause.

As a courtesy, I applied a one-time credit of $57.00 in order to cover the next monthly charge for service on this stand-alone line.

Sincerely,

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

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

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

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,

*************************
Initial Complaint
Date:06/07/2023
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 family plan with 5 phones and then a seperate plan for 1 other phone. On Sunday, june 4th, one of my phone lines on the family plan was disconnected. 3 hours on the phone with customer support sunday, 2 hours on Monday and 2 hours in the store, and 4 hours in the store on Tuesday june 6. Customer support keeps hanging up on ** and their store associates. After multiple hours, the store clerk got a hold of customer support, first they tried to say that boost was upgrading their system and her phone got missed and she just has to wait. Then they said my daughters phone line/number never existed and the ONLY way she can get service is to pay an $89 activation fee and an additional $35 to get her service reinstated. We already paid for service why do I have to pay again? They will not waive the fee and expect us to pay more for their mistake. We have had all these lines for multiple years. I want her service reinstated asap and i want a credit for the days she did not have service which we already paid for or you will lose 6 customers. They cant give us any explanation other than we have to pay more. The primary account phone number is ************ and the number thst was disconnected and apparently NEVER was a number is ************.
Business Response
Date: 06/14/2023
June 14, 2023

*********************************
1009 E. *** Ave.
**************, ** 61616

Re:BBB Complaint #********
496693894797 - *************

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

On June 14, 2023, we received your complaint, dated June 6, 2023, filed with the Better Business Bureau.

You stated that you currently have a family plan for five lines, but on June 4, 2023, one of your lines was disconnected. You indicated that you contacted customer service only to be told that ******************** was upgrading their system and you would just need to wait for the line to be transferred. You mentioned that you have been told you would need to make another payment to have the line activated again. You requested the line be activated and a credit be provided.

Our records indicate that when all lines were migrated over to the new **************** on June 1, 2023, the line ending in **** was left orphaned on the old ****************. On June 13, 2023, this was corrected and the line ending in **** was successfully migrated over to the new ****************. The line is currently being impacted by a known issue where the line is showing up on the backend systems but not on the actual account or the online portal. We have verified that this line is working and has had adequate usage.

Due to the issues that occurred with migrating all lines, you were not charged for the line ending in **** for the current month, and as such, you have a credit balance of $30.00 on the account.

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

Sincerely,

*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

*********************
Initial Complaint
Date:06/07/2023
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 mobile customer. I switched from $10 per month plan with 1 GB data to a $25 per month unlimited plan with unlimited data. I made the switch over the phone with boost mobile customer service, clearly stating I want to switch to the $25 per month unlimited data plan. The new plan is a 12 month plan paid in full upfront. The 12 month total charge of $301.61 including tax was paid on 05/25/2023, which is the starting date for the new $25 unlimited data plan. But I never got unlimited data. I still only have 1GB data with my cell phone. I made numerous phone calls to boost mobile customer service, spent many hours talking to them. Each time they told me they submitted the issue to their back office, and they will fix it in a few hours, next day or within two days. Now it has been 10 days since the new plans starting date, and many calls to their customer service, the problem is not solved. What I desired resolution from Boost mobile is either actually give me the unlimited data I paid for, or return to the previous $10 per month with 1GB and reimburse me the difference $301.61- $10=$291.61
Business Response
Date: 07/03/2023
July 3, 2023

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

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

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

On June 12, 2023, we received your complaint, dated June 7,2023, filed with the Better Business Bureau.

You stated that you signed up for an annual service plan that provides unlimited data, but you continue to be on the $10.00 per month plan that you had previously been enrolled in. You requested that we ensure you are enrolled in the unlimited plan or provide a refund of $291.61.

Our records show you have been transitioned to the annual unlimited plan, as you had requested. The $10.00 monthly charge is due to a recurring 2 GB monthly add-on that had been previously purchased. I contacted our billing team to request that this is removed, as you are now on a plan that provides unlimited data.

As a courtesy, I applied a one-time credit of $10.00 to ensure that your service remains active while we work on removing this add-on from your account.

Sincerely,

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

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

                *********************
Customer Answer
Date: 07/03/2023

Complaint: 20153930

I am rejecting this response because:
while waiting for resolution of this complaint, I was charged a 12 month payment of $301.61 again on 6/25/2023.
I was originally charged for 12 month payment of $301.61 on 5/25/2023. It was a one time payment for the 12 month period for the $25 per month 12 month unlimited data plan. I should not have been charged again during the 12 month period starting 5/25/2023. But I was charged another $301.61 on 6/25/2023 by mistake.
Boost mobile need to refund me the second $301.61 that they charged mistakenly on 6/25/2023.

Sincerely,

*****************
Business Response
Date: 07/20/2023
July 20, 2023

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

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

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

On July 13, 2023, we received your rebuttal, dated July 13,2023, filed with the Better Business Bureau.

You stated that on June 25, 2023, you were charged a second time for your annual service plan. You requested that we issue a refund for this payment of $301.61.

Please be advised that I have submitted a refund request for this transaction. Please allow 10 to 19 business days for processing.

Sincerely,

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

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

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

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