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

4,973 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:06/06/2023
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.
Purchased a new phone on 5/24/2023, order #****-300008-0941. The price of the phone shown on one page was $199, I was charged $797.61. I contacted customer service immediately to cancel the order, or to correct the price. I was informed that a cancellation or price adjustment was not something they could do. I was told to wait and receive the phone, once shipped and to call back to request a return authorization. I did wait and received the phone. Upon receiving the phone, my wife called immediately to request the return authorization or again to just adjust price. A representative granted the authorization and said we would receive prepaid shipping label within 72 hrs. We have waited and nothing. Have called multiple times to try and resolve the issue. It is now 6/6/2023 and still no help. Anytime I make contact, I am told there is nothing they can do but to "please remain patient and wait". customer service is a complete joke, and waste of time. I still have the phone, unopened waiting to be mailed back for a refund.
Business Response
Date: 07/03/2023
June 27, 2023

*****************************
********************
*******, ** 06082

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

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

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

You stated that on May 24, 2023, you ordered a new phone because the price shown was $199.00, but you were charged a total of $797.61. You mentioned that you contacted customer service right away, but they were unable to cancel the order and advised you that once you received the phone to return it for a refund. You said that once the device was received, you immediately contacted customer service to either request a refund or a return shipping label. You mentioned that you were told you would receive the shipping label within 72 hours, but you have yet to receive it. You requested a refund.

Our records indicate the price for the ******** Edge + is listed on Boostmobile.com at $199.00 for new customers. As you are an existing customer, this rate could not be honored. A return authorization,RA-2177-369247-3685, was created on May 27, 2023. Please check your spam folder for the return shipping label, as it was sent to the email address on file.

Please visit ****************************************************************** for more information on our return policy.

We respectfully decline your request for a refund, as the device needs to be returned first.

Sincerely,

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

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

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

Complaint: 20152202

I am rejecting this response because: Your company and response is a total joke. Attached is a screenshot taken showing that I could upgrade my phone at that price. I would love to return the phone if you could produce an actual return label. I have checked all folders numerous times and your company can't even tell me what email was on file it was sent to.

Sincerely,

*************************
Business Response
Date: 07/18/2023
July 13, 2023

*****************************
********************
*******, ** 06082

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

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

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

You rejected our response because you maintain that the phone is showing at a discounted rate and you have yet to receive your return shipping label. You also mentioned that customer service refused to tell you which email was on file.

Due to account security, we are unable to give the email address on file. You can obtain this by logging into your online account.

On boostmobile.com, the phones all show at a discounted rate until the item is added to the cart, at which time the system validates a new customer versus existing an existing one.

A return shipping label has been requested to be sent to your email address that is listed on the complaint. Please note that this email will be coming directly from **** Once we receive the returned device, a refund will be issued.

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

                *********************;
Initial Complaint
Date:06/06/2023
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 24, 2023 I received a email stating my service will be suspended if I do not make a payment. I assumed the message was in error because I paid my bill and my bill was not due again until May 31, 2023. So on the 25th my services was indeed suspended I was busy that day so was unaware of the suspension on the 26th I called boost mobile to see what they as going on. The agent stated my services was suspended due to me suspending my account. I explained to the agent I did not suspend my account they said they will put a request in for service to be reactivated. A day later I called my service is still not active another agent said I had a chargeback. I never issued a chargeback with my bank so I disputed the statement and wanted boost to investigate because this was not my doing and I asked the agent what happened to me supposedly suspending my line the agent didnt know about so they stated they will submit a ticket. I waited a day or so and called back to see when will my service be reactivated they told me I need to pay ***** and I did that on the 31st i paid ***** I waited 2nd because I was getting the run around about boost mobile system being down they couldnt check the account and when I called back on the 3rd was told the same thing boost system was down and I called back on the 4th of June cause service still was not working and suspended a agent said I need to pay ***** and I asked the agent why when I had **** on my account prior to even getting to suspended and I turned around and paid ***** cause thats what I was told would get my service reconnected then I was told I need to pay a additional ***** and I paid the ***** and told call back in 24 hours so the next day I called back they saying I need to pay additional ***** cause the chargeback request was closed. So I have been without service for two weeks and still without service. Boost mobile took over ***** from me and I am still without service. And I work with my phone so Im losing more money
Business Response
Date: 07/03/2023
June 10, 2023

***********************************
74 ************************.
*********, ** 31520

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

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

On June 9, 2023, we received your complaint, dated June 6,2023, filed with the Better Business Bureau.

You said that on May 24, 2023, you received a notice that if a payment was not made, your service would be suspended. You indicated you thought this was in error, as your bill was not due until May 31, 2023, but your services were interrupted on May 25, 2023. You called customer service and were informed it was due to a chargeback. You then called back several times trying to get this resolved, as you never initiated any chargebacks. You said that you had to pay a total of $73.98 to restore your account. You requested a billing adjustment and for your plan to be changed to an unlimited one.

Our records indicate that on April 7, 2023, a chargeback occurred for $36.75 from a payment made on January 30, 2023. Another chargeback occurred on May 25, 2023, for $45.88 for a payment made on December 12, 2022.As your financial institution initiated these chargebacks, you would need to contact them directly for further assistance.

If you would like to change to a different plan, please do so by logging onto your online account at boostmobile.com or by calling customer care at **************.

We respectfully decline your request for a billing adjustment.

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

                *********************;
Initial Complaint
Date:06/06/2023
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 6/5/2023 I went to Boost Mobile at Boost Mobile at ***********************************************************. I saw a poster of an iPhone 12 advertised for $149.99. Upon completion of purchased I was told that it was a must I get a bundle package of accessories which is an additional $70. There is nowhere in writing of this requirement. How can a customer be required to pay additional fees for items that is not a need. I have a case and charger already from a previous phone. So, to add additional purchases and act like it is a bundle deal is absurd. The same promotion on Boost mobile website is a total of $279 with the same phone and activation fee.
Business Response
Date: 06/30/2023
June 10, 2023

***********************************
************************, Left
*******, ** 14228

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

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

On June 9, 2023, we received your complaint, dated June 6,2023, filed with the Better Business Bureau.

You stated that you recently purchased an iPhone 12 on June 5, 2023, from a Boost Mobile store. You indicated that it was advertised for $149.99 but after completing the purchase, you were informed you would need to purchase a bundle accessory package for $70.00. You mentioned Boost Mobiles website has the same phone for a total of $279.99. You requested a refund.

Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory, promotions and set their own return and exchange policies.

Please contact the store you purchased the phone from to inquire about 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.

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

                *********************;
Initial Complaint
Date:06/05/2023
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.
They are charing for unlimited plans but they are not giving that. If you use more than ****gb they are slowing down your internet. Which i am paying as unlimited which i find out its not.
Business Response
Date: 06/30/2023
June 26, 2023

Ms. *******************************
347 ***********.
*************, ** 42101

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

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

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

You stated that you are not being provided with unlimited data, as your data is slowed down when you reach 35 GB.

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.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *********************
Initial Complaint
Date:06/05/2023
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.
Currently a prepaid Boost member. On my home screen, it advertises I-phone 12 for $199.00. On my dashboard, it also says I am eligible for a discounted phone upgrade. It lets me put the iPhone 12 in my cart for 249 (plus tax). This price is bc I upgraded the gb from the 199 one. When I try to complete the sale, it glitches out. Boost customer service could not help, & the order would not go through for them either. When I do the order in 'incognito' mode, it will work, so clearly the phone is there; they just do not want to give them out to existing customers, even though they advertised it to me. Please look at all the photos below as evidence. A good resolution to this is for them to send me the phone at the price they advertised to me: the iPhone 12 for 128 GB for 249 plus tax.
Business Response
Date: 06/30/2023
June 27, 2023

***************************************
*********************************
Wakefield, ** 02879

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

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

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

You stated that you are an existing Boost Mobile customer.You attempted to purchase an iPhone 12 at a discounted rate through the Boost Mobile website; however, you received an error message when you attempted to complete the purchase. You said this is because the offer is for new customers only. You requested that Boost Mobile honor the offer and ship the phone to you.

The advertised offer on the main page of the Boost Mobile website is for new customers only. You can log in to your account to see available offers to upgrade your device.

Sincerely,

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

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

                *********************
Initial Complaint
Date:06/05/2023
Type:Delivery 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.
May 8 bought an iphone 12 from boost mobile with a month a $40 for unlimited (which is otherwise $25 but worth it to get a iphone 12 for $199 and 12 months to unlock. There was a promo mid order that *only!* ********** in a second line for only $9.99 a month. No further details,nor on the following screens. I ported in another number too (as BYOD port in is normally $25/mo, I figured why not). The byod sim came soon, the box that was support to contain the iphone 12 (and shipping weight suggests might have) had only a sim, no phone, The box was somewhat compressed near the tape that had been tampered with. boost mobile would not help with the claim which I filed with ***** "damage exception" (for boxes that are not missing, but had product stolen from within) department at **********. I filled out their claim and (within several responses as up limits the size and number of pictures) uploaded and sent them 20 plus pictures clearly showing all angles, the damage, the tape tampering. And, because *** claimis said to include pictures of the box rating and details from the bottom? the clear marking of PLXS Plain 9 5/8" x 7 5/8" x 5 1/4" included pictures of all such stats too. It's been a month. A month of paying a premium monthly (rationalized on getting the phone) instead of a $25/mo BYOD price using my old phone. NO one from boost has helped despite many, many cals and chats all of which were pointless and meet with apathy and sometimes emnity. No actual help. Today, even though *** damage exception claims had written that they would pass the results to "the shipper" boost? and that that was who I should contact? I contacted *** damage exceptions again I pressed to know what they had told boost and was told? That someone in the *** damage exceptions had told boost the claim was "denied" based on? Ready for this? That the box big enough for 10 iphone 12's "the box isn't big enough to have send a iphone in.(would hold ten) *** said only boost could contestit
Business Response
Date: 06/30/2023
June27, 2023

*******************************
****************************7784
*************, ** *****

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

Dear ********************:
On June 6, 2023, we received your complaint, dated June 5,2023, filed with the Better Business Bureau.

You stated that you purchased an iPhone 12 through the Boost Mobile website. When you received the package by **** you found that the box appeared to have been tampered with, and the device was not in it. You opened a damage claim through **** and you requested we honor the offer and ship another phone to you.

Our records indicate that the device was in the box when it was shipped from our warehouse. Please continue to work with *** to resolve this issue.

Sincerely,

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

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

                *********************
Customer Answer
Date: 07/01/2023

Complaint: 20147298

I am rejecting this response because: For all this guy knows he is throwing me under the bus on behalf of boost, again. I was clear that they required the "shipper" to have taken further actions, not me. That's okay. I learned my ****** about boost. They should be shut down though. Will still try to address that with the **** perhaps with the *** as the net of this is wire fraud, for the public good, through the appropriate mediums. crappy hands-tied superlative spouting outsourced abandonment, and don't get me started on the nearly inescapable sucky ai chat prison. No one, not even their whomever dude is replying to BBB after like a month? No one at boost has done more than a skim of the problem - making clear they could give a rat's a** about the outcomes/customer, and because of that? most everyone - certainly dude? who's touched it, at boost? Has only made it worse.
For the good of the American people? boost should lose their license/be shut down, and if need be dish with it.
I'd like to thank you for being the most irresponsible apathetic passive-aggressive argument for staying with the majors, for s******* with a disabled vet, for being the absolute worst company on earth

Hope you have a great fourth

Sincerely,

***************************
Business Response
Date: 07/18/2023
July 17, 2023

*******************************
********************************
*************, ** *****

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

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

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

You rejected our response saying that *** told you: I was clear that they required the shipper to have taken further actions, not me.

Any information received from *** would need to be addressed directly with ***.

Boost Mobile has ensured the device was inside the box when it was shipped to you; however, you are stating the device was not in the box when you received it. This indicates that whatever potentially happened to the shipment would have occurred while said package was in the possession of ***not Boost Mobile.

Sincerely,

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

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

                *********************
Customer Answer
Date: 07/29/2023

Complaint: 20147298

I am rejecting this response because there is a right and a wrong: boost mobile's corporate irresponsibility is inexcusable

1. They wouldn't give me the **** of the stolen phone (so I could check it with Apple) until last month and turns out? It was in use, ON BOOST all this time.
2. So not only did they help me not at all? But they abeded the thief by acting as a fence in activating service with a KNOWN STOLEN PHONE just to grift a little more each month.
3. They knew who had the stolen phone, they protected the theif, they profited from the thief, the whole time taking my monthly money where I was left to use my old crappy phone because they helped themselves to the money I paid for the iphone 12 because they would rather the thief was able to use my phone than me.

4. When I finally got the **** out of boost recently? Apple confirmed it was active on boost and had been since just after the theft. (which since my stolen phone was locked to Boost? Was too be expected. Does boost take an active role in discouraging theft? hardly
5. They also had a "would you like to port in a second line for only $9.99/month" promotion, no asterisk, no fine print, not any any subsequent pages, at checkout. So I ported in another line, then they said "Oh that was just for the first month, it's $40/month after that. This was for a byod. Which at the time? was on special for $25/moth, so $9.99/mo as an add on port in line made sense as they presented it. The bait and switch $40 a month after that? criminal.

I ported my happy behind out rather than further reward their grift. They spectrun and license should be pulled for the greater good. There is wire fraud, aiding and abetting criminals, and a host of other crimes boost is guilty of.
As though customers deserved that, for choosing the poor people's phone co.

Sincerely,

***************************
Customer Answer
Date: 08/21/2023
dish network dba boost mobile knowingly acted and continues to knowingly act as a fence for stolen goods, which they were knowingly aware were stolen from an existing customer, in order to create false growth by allowing the item they fenced to be used to create a new "activation" for months while ghosting me.

If you want to coddle these criminals? That's your prerogative. Disappointing
Initial Complaint
Date:06/05/2023
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.
1) Boost is charging me for a hotspot service that I canceled last year. The sim never worked and I never used the service. They keep billing me every month and each month I have to get the credit card company tip charge it back. 2) they suspended my phone account even though it was on auto pay. I called and they made me pay two months in order to restore service. I agreed to their blackmail and paid two months. And yet, I still have no phone service. Calling them provides no resolution. So I have paid for two services I have not received. How can this scam company remsin in business in the US?
Business Response
Date: 06/30/2023
June 9, 2023

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

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

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

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

You stated that you are being charged for a hotspot service that you disconnected last year. You said your phone was also disconnected despite your account being on automatic payments, and you were forced to make two payments to restore your account. You requested a billing adjustment.

Our records indicate that you never called to disconnect your hotspot account. In fact, you were sent a replacement device in January 2023. Your phone account was disconnected due to the chargebacks you filed on that account. You were required to make two payments to cover the chargeback that occurred.

A total refund of $31.55 has been provided. This includes $15.00 paid on the phone account and $16.55 paid on the hotspot account.

We respectfully decline your request for additional refunds, as our records indicate your financial institution has disputed the other charges. Therefore,we are unable to process additional refunds. Once the disputes are resolved, we may revisit the matter.

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

                *********************
Initial Complaint
Date:06/05/2023
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 have been a customer with ********************** for over 15 years. On June 1st my account should have been automatically withdrawn for payment. Boost withdrew the money and cut my phone off after. They continue to pull ***** from my account 3 times. When I ask them why customer service couldn't explain why. I don't know what's going on but I am not happy with Boost mobile pulling money out my bank account 3 times and then shutting my phone off stating nonpayment. My bank account and my ****************** account shows that payments was made. I will be filling a complaint with the *** and attorney general office about this matter. They should explain to their customers what's going on. My money should not be pull from my account but only 1 time.
Business Response
Date: 06/30/2023
June 9, 2023

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

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

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

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

You stated that on June 1, 2023, Boost Mobile should have withdrawn your payment automatically, but we did not causing your service to be interrupted for nonpayment. You also indicated that a payment of $45.00 was made once, but we processed it three times. You requested a refund.

Our records indicate that automatic payment on your account is disabled. Due to a systematic problem with the application, additional payments were processed on June 1, 2023, when the original payment was made. On June 3, 2023, one refund for $45.00 was issued and on June 8, 2023, a second refund for $45.00 was issued.

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:06/05/2023
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.
5/27/23 my service stopped working on both of my phone lines. I am on a 3 month plan and service stopped on the anniversary of my service start date even though there are 2 months left.5/28/23 I called and after a lot of "troubleshooting" and about 1 hour on the phone with advanced tech support they said that my account had "expired" even though I was paid in full. They would "escalate" a ticket and my service should be on in ***** hours.5/30/23 I called again and after about 1 hour of "troubleshooting" again I got to advanced technical support and confirmed that my account had a "Mismatch" and had been shut off. Again they would "escalate" a ticket and I should wait for my service to come back on.5/31/23 I called again and was able to make it to advanced technical support again to confirm the same thing. They would "escalate" the ticket.6/1/23 I refrained from calling again.6/2/23 I called back, went through the same process and got to the same conclusion.6/3/23 I called back, repeat. The escalation team does not work on weekends so Monday will be the earliest service will be restored. 6/5/23 Still no service I am switching carriers because Boost mobile is unable to restore phone service in a reasonable amount of time. I would like the $182.76 that I have paid for this plan cycle for both lines to be refunded.
Business Response
Date: 06/30/2023
June 28, 2023

Mr. *************************
85 *******.
*******, ** 04071

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

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

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

You said you have Boost Mobile cell service on two lines and both stopped working on May 27, 2023. You stated that Boost Mobile said it could take up to 72 hours to restore, but as of June 5, 2023, your lines were not working and you ported one number out.

When we spoke on June 28, 2023, I confirmed that you ported out line ************** to a new provider and ************** was active and working. I was able to provide you with the current port out PIN for your active device.

As an exception, I requested a refund of the $91.41 payment you made on March 26, 2023. Please allow up to 19 business days for processing and delivery.

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:06/05/2023
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 contact boost mobile to receive my account number and my PIN number to transfer my phone to another carrier they continue to evade the questions and then they gave my false information they wont give me my account number or PIN number or unlock my phone even after telling me a week ago they had done so 5:18:23 it is now 6-5-23 and I cant used my phone with my new carrier I want my phone unlocked from boost mobile ************ I can be reach at ************
Business Response
Date: 06/29/2023
June 22, 2023

*********************
*****************************
**********, ** 48034

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

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

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

You said that you have not been able to obtain the information necessary to port your number to another carrier.

After reviewing your account, I was not able to determine if you received the information you requested to port your phone number to another carrier;therefore, I sent an email to the address we have on file with the following information:

Account Number: ************
Port-out PIN:        ******

Provide this information to your new carrier and they will initiate the porting process. In addition, your phone is unlocked.

Sincerely,

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

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

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

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