Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

4,973 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:05/30/2023
Type:Sales and Advertising 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 started new Service with Boost Mobile was told i had to be on the $60 dollar plan but i could change the plan if i would like. I called customer support and was told that there was nothing that could be done and that i either had to pay the $67 dollars or i would loose service. No help was given. Im am very frustrated that i was forced into a plan i didnt want and lied to that i would be able to change but i am now not able to. The plan was started on the first of May.
Business Response
Date: 06/26/2023
June 20, 2023

*************************
*********************
*****, ** 67101

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

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

On June 2, 2023, we received your complaint, dated May 30,2023, filed with the Better Business Bureau.

You stated that you are unable to change your service plan.You requested that we provide unspecified compensation.

Our records indicate your new service plan will take effect on June 30, 2023. As your service plan has been changed per your request, no compensation is warranted.

Sincerely,

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

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

                *********************
Initial Complaint
Date:05/30/2023
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.
Paid my phone bill on 5/28/23 , 2 additional payments were taken out of my account for no reason . Getting a refund has been impossible and they won't put a supervisor when asked multiple times over multiple phone calls .
Business Response
Date: 06/26/2023
June 20, 2023

***********************************
***********************************
*******, ** 19040

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

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

On June 2, 2023, we received your complaint, dated May 30,2023, filed with the Better Business Bureau.

You stated that when you made your payment for service on May 28, 2023, you were charged two extra times. You requested that we provide a refund for these duplicate payments.

Our records show you were provided with a refund of $37.80 for these transactions on May 31, 2023, as requested.

Sincerely,

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

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

                *********************
Customer Answer
Date: 06/26/2023

Complaint: 20119753

I am rejecting this response because:

Sincerely,

*******************************
Initial Complaint
Date:05/29/2023
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 mother lost her phone. I reported it and made sure when I reactivated it it would be easy. They said it would take 24 hours. I went and bought her a new phone and the sales person and I at the store called to see if the phone line could get a new phone at a lesser price.Customer service on the phone said I needed to buy a phone before the line could be reactivated. Bought the phone then she proceeded to say they could not unsuspend my line because of lack of payment. I had paid the bill a week or so prior. Finally they said they would file a ticket to unsuspend and would be back on in 72 hours. That work ticket disappeared I have an email 5/27. Went back to store 4x this week and the customer service people on the phone file another work ticket 5/28. Still no service. Today's phone service person says they were all wrong and lost. Never gives an email confirmation. I ask for a supervisor and magically get disconnected. I even paid money 5/27, that was not owed hoping it would turn my mother's phone on who needs to keep her number for doctors and email verification. Numerous calls to customer service and everyone says we will file a ticket while me and the sales rep at the store have been waiting on something I was told would take 24 hours to remedy. Tomorrow morning will have been 7 days and $40 that is not owed to a company who refuses to transfer my call and case to a supervisor. Today 5/29 another ticket was supposedly filed, however they did not send an email when I asked for one to be sent while I was waiting for the transfer to a supervisor and was dropped from the call. Each customer service phone rep says the last ticket was filed wrong and they would file it correctly and somehow they continue to file it wrong.
Business Response
Date: 06/23/2023
June 23, 2023

*******************************
9313 *********************.
************, ** 20886

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

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

On June 2, 2023, we received your complaint, dated May 29,2023, filed with the Better Business Bureau.

You said your mother lost her phone. You reported this and requested it be disabled. You then found the phone. You requested it be reactivated.

The tickets to fulfill your request to disposition your mothers phone from lost/stolen have been resolved. A payment is now required to reactivate her service line.

We regret any inconvenience you and your mother may have experienced.

Sincerely,

*********************
Manager - Retention Operations
Executive Escalation Team
Boost Mobile

***************************************************************** /******* Better Business Bureau
                ********************************, #***
                ******,** *****
Initial Complaint
Date:05/29/2023
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 ls ******* 003 I buy in Boost Mobile Store around 2 to 3 Months my plan payment is #** dollars I add Insurance now my phone that from screen is broken I when to Boost mobile store and give me Boost Mobile phone number to called and whoever told the in the store telling. Me, if I called before 5pm I can get the new phone the next business day I called already several times by phone or text but nothing happened just plying game with me
Business Response
Date: 06/23/2023
June 20, 2023

***********************
PO Box 1536
******, ** 07051

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

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

On June 2, 2023, we received your complaint, dated May 29,2023, filed with the Better Business Bureau.

You said you have had your device for two or three months and you have device insurance, but you were unable to get it replaced.

A review of your account confirms you have Likewize device insurance. To open a claim, you need to contact Likewize directly at *************** or at myphoneguardian.com.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:05/29/2023
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.
Payed my phone bill on 5/24/23. I then noticed later my phone was not working so I called on 5/24 around 1pm. I spoke with a customer service rep and a resolution manager to attempt to correct the unknown issues after waiting on hold for about 2 hours. They insisted everything was working correctly. I called several more times with no resolution. They keep having me perform basic troubleshooting steps which I have done already. Then suggesting there is nothing wrong with the service even though I am not able to receive text messages or access the internet. I was told to wait and see what happens in 24 hours. I called the next day and had to wait an additional 2 hours with no solution after repeating the same troubleshooting steps. I waited a few more days and phone is still not working although my bill is paid and software is up to date. I have tried every possible solution to fix my phone. I am only able to use my phone on Wi-Fi drawing the conclusion the issue is the service which Boost Mobile fails to acknowledge or provide a solution. Denying the issue at hand despite the evidence. I have attached the names of all representatives I have spoken with. They all have lied stating they are entering notes and putting in escalation tickets but when I call back there is no record of anything. Leaving me to constantly repeat myself and insisting I have attempted every possible solution at least 7 times with other reps with no resolution.
Business Response
Date: 06/22/2023
June 19, 2023

*******************************
*************************
********, ** 75204

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

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

On June 2, 2023, we received your complaint, dated May 29,2023, filed with the Better Business Bureau.

You said you were experiencing issues with your phone not working when not connected to Wi-Fi. You stated that your attempts to resolve the issue with Boost Mobile representatives have been unsuccessful and that you have been lied to. You requested that a refund be provided and that disciplinary action be taken against the representatives with whom you spoke with regarding this issue.

A review of your account shows that you said you did not have access to a second phone; therefore, standard troubleshooting processes could not be performed. However, there has been no contact from you since June 9,2023. If you are still experiencing issues, please contact Technical Support once you have gained temporary access to an additional phone. This will allow a technician to walk through the troubleshooting process without you losing connection. To allow you time to make these arrangements, I applied a $50.00 credit to your account.

The interactions you had with Boost Mobile personnel is an internal matter and will be reviewed internally.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 06/23/2023

Complaint: 20116372

I am rejecting this response because a credit does not do any good without service. I do not have regular access to a second phone and my schedule is busy. I stopped calling after June 9, 2023 after calling for weeks and waiting on hold for hours at time. Unfortunately, I do not have the time to waste waiting on hold and repeating the same steps. I hope the customers get better phone and customer service in the future.

Sincerely,

***************************
Initial Complaint
Date:05/28/2023
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 bought phone services with Boost Infinite Which I love. I opened a line ending in ****. Bu this was a temp number until I could port my number ending in ****. Once I ported my number over they were suppose to disconnect the **** number. When I got my next months bill they tried to charge me ***** I called back to figure out why. They said that I had 3 lines I said NO I am only suppose to have 1 line. I have explained this to them several times but they are refusing to admit their mistake in not cancelling the **** line before the next billing cycle. They did make the one adjutment of 25 dollas and some change but they still haven't corrected the bill back to the ***** plus tax that I am suppose to pay. I can't pay my 25 dollars because their system keeps trying to take 79 dollars off of my credit card. I have lost alot of customers and business because my phone is off and my customers cant call me. If they don't fix this issue I am going to *** for Damages and for their incompetence!!! They refuse to admit their mistake!!! Just Fix my bill and ill pay the 25 dollars plus tax that I OWE. You can't call me on the ************ number because they have it off. I am having to use someone elses phone for now ************ so contact me on that phone number to resolve this issue!!!
Business Response
Date: 06/22/2023
June 7, 2023

*****************************
*********************************************************************
***********, ** 20637

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

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

On June 2, 2023, we received your complaint, dated May 28, 2023,filed with the Better Business Bureau.

You said you attempted to port your phone number in to your Boost Infinite account without success. You indicated that you were being charged for three lines of service when you should only have one. You requested your desired phone number be ported in and activated, and you requested a credit.

Please note that the ********************************* regulates phone number portability and Boost Infinite strictly complies with that process.

Our records indicate your phone number was successfully activated on your Boost Infinite account and the line of service shows active talk, text,and data usage.

A one-time courtesy credit of $26.00 was issued on May 26, 2023.Your account currently has one active $25.00 per month unlimited line with a Speed Pass add-on.

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

Sincerely,

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

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

                *********************
Customer Answer
Date: 06/22/2023

Complaint: 20114868

I am rejecting this response because: it makes it seem like I was lying about the issue. I never once said I had an issue putting my phone number over.
The problem was that once I ported my phone number over they were supposed to cancel the line ending in ****. But they did not cancel it when it was supposed to be canceled before the next billing cycle.
You guys sent me a bill for $79 that was only supposed to be $25 dollars. Which is not supposed to be the case. My problem with your company was that I should not have had to go through the h*** but I had to go through to get this simple issue resolved. I shouldn't have had to call the Better Business bureau and file a complaint in order to get my problem fixed.
You all need to do a better job with resolving consumer complaints where we don't have to file a complaint with the Better Business bureau before you all listen. Accept responsibility for the mistakes that were made. And take care of your customers and you will do well in business.
My Bill was finally corrected to correct amount but now I'm having another issue where you guys are slowing down my data saying that I used all of my data. When in fact I have not the rep himself even saw that for some reason your system is not refreshing the data at the end of the billing cycle.
Typically At the end of the billing cycle the data refreshes 30 days in the billing cycle but the rep stated that he can see that it's going past the 30 days it was in the 45th day when I filed another ticket with your tech support. I was told that I would get a response back within 24 hours. Still I have no resolution on that new issue.
My data is still being Limited even though I pay the $5 a month for the extra data. Your rep told me that he can see that for some reason the system is still throttling my data even though it's not supposed to be since I'm starting a new billing cycle. So what am I paying the $5 for if I'm not getting my data at the speed that I'm supposed to get at?

Sincerely,

*************************
Business Response
Date: 07/06/2023
June 30, 2023

*****************************
*********************************************************************
***********, ** 20637

Re:          BBB Complaint #********
                ************ -2023-06-29661

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

On June 30, 2023, we received your rebuttal,dated June 29, 2023, filed with the Better Business Bureau.

You rejected our response as you are not content that it took you filing a complaint to get your billing issue resolved.You also indicated you are experience problems with your data usage not reflecting correctly despite paying $5.00 more a month for extra data. In addition, you filed a ticket with technical support, but have yet to hear a resolution.

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

If you are still experiencing data issues,please contact customer service at ************** to go through additional troubleshooting that is needed.

Our records indicate that on July 21 and 22, 2023, representatives from our technical team attempted to reach you by phone, but they were unsuccessful. On both occasions they were unable to leave a voicemail, as your mailbox has not yet been set up.

Sincerely,

*********************************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.

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

                *********************
Initial Complaint
Date:05/28/2023
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 renewed my Boost Mobile plan for $25.12 yesterday at 5:56 pm. I get a notification from bank today at 3:00 am that my account has been overdrawn by over $100!!! I check why and it is because Boost Mobile has charged me 4x for what should have been 1 charge of $25.12. My Boost Mobile account shows my account balance being $0.00 as my ONE PAYMENT was already applied. I submitted the payment ONCE. This is absolutely ridiculous and now Boost is refusing to make this right.I need my money refunded immediately . I will be calling customer service, AGAIN, and they WILL be refunding **** urge people to not do business with this shady company. Seek service somewhere else.
Business Response
Date: 06/22/2023
June 19, 2023

***********************************
**************************
********, ** 43232

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

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

On June 2, 2023, we received your complaint, dated May 28,2023, filed with the Better Business Bureau.

You said Boost Mobile took four consecutive payments of $25.12 and ******** your checking account. You requested a refund.

A review of your account shows that all payments were done via the Boost Mobile app, and two of the attempts failed, which may have caused you to resubmit the payments. However, on May 31, 2023, and June 2, 2023, three of the payments were refunded.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:05/27/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on April 17, 2023 that included a phone and 1 month of service, order #**************** with order total $52.75. I tried to cancel the order and was told that orders cannot be cancelled but if I refused the package that I would receive a full refund ($52.75). The device was returned by *** to Boost on May 2, 2023. I was refunded on May 5, 2023 for only $10.86, which is just the cost of the device. I was told via live chat that the refund for the service ($41.89) would be processed separately and to wait a bit longer. I waited about a week and still did not receive the remaining refund so contacted again and a refund ticket was opened. The ticket was closed without refund several days later and I contacted again and another refund ticket was opened. Again the refund ticket was closed several days later without refund. I contacted again and a third refund ticket was opened and then a few days later closed without refund.Here are the number of the three refund tickets:1824908 ******* ******* All three refund tickets were opened through customer service and I was told that I would receive the remaining $41.89 due to me but the tickets keep getting closed without refund. I am doing my best to avoid filling a complain through the payment processor and am giving an opportunity here through the BBB for this to be resolved. I am tired of wasting my time and customer service agents time opening refund tickets just to have them closed without resolution by the refund department.I am just seeking the remaining $41.89 due back to me from the original $52.75 order total. Again, the package was refused without delivery and returned via *** on the original tacking number and the phone/service was never activated. Live chat and phone chat customer service all assure me that I should receive the remaining $41.89 due to me but cannot get the refund tickets processed correctly.
Business Response
Date: 06/21/2023
June 20, 2023

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

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

Dear ************************:
On June 2, 2023, we received your complaint, dated April 27, 2023, filed with the Better Business Bureau.

You stated that you purchased a device and a service plan through the Boost Mobile website on April 17, 2023. You made a payment of $52.75 at that time. You changed your mind and returned the shipment to Boost Mobile on May 2, 2023. When the device was received, you were refunded $10.86 for the cost of the device. You requested a refund of the remainder of the payment for $41.89.

I submitted a request for a refund of $41.89. Please allow seven to ten days for processing. Please be aware that if you have disputed the payment through your financial institution, the refund will not be processed.

Sincerely,

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

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

*********************
Customer Answer
Date: 06/21/2023
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I would recommend that Boost evaluate the procedures in place for their refund department. It wasted significant amount of my time and the various customer service agents' time trying to resolve this matter. I had over four refund requests submitted and all denied for unclear/inaccurate reasons that resulted in my having to send a complaint through the BBB. I appreciate the resolution now, but think that the current procedures in place in the company should be reviewed for better success and customer satisfaction in the future.
Initial Complaint
Date:05/27/2023
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 26th 2023, I attempted to switch my service to a different plan that has unlimited data. When I changed it, I lost my current service. I asked if i could start my new service, but they infomred me i had to wait until the current billing cycle was over and have to wait until May 27, 2023. On May 27, 2023, I notice the buisness charged me 6 times when I should only be charged once and I still did not have any service on my phone. I contacted the plan to get a refund and my service started. I was told that the service will not be activated for another **** buisness days and a refund wont be issued until 3 buisness months, assuming the refund is apporved by their cooporate office. I went to change to a different plan that would be able to start me service and I was informed but the other mobile carrier I needed to get my account number and transfer pin. ******************** told me I had to access my online profile to get that information. I went to try but because I did not have any service, I was unable to log into my account and had to call to get my information. when I did call, I was transfered 3 times before I got the information I needed.I was told if i switch to a different carrier i would not be recieve any of the refund I was owed, even the ones that were duplicate charges that they made in error.
Business Response
Date: 06/21/2023
June 7, 2023

*********************
***************************************** 9
*******, ** 68127

Re:BBB Complaint #********
753660575282 - *************

Dear Mr. ***************** June 2, 2023, we received your complaint, dated May 27, 2023, filed with the Better Business Bureau.

You stated that on May 26, 2023, you attempted to port out your number, but you were told you had to wait until the current billing cycle was over. You said that on May 27, 2023, you noticed you were charged six times when you should have only been charged once. You also mentioned it was a hassle getting your account information from customer service. You requested a refund.

Our records indicate that on June 2, 2023, a refund of $125.75 had been submitted.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

*********************;
Initial Complaint
Date:05/27/2023
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 just started with boost I was paying way to much for internet that was as slow as 3g and didn't need the whole hotspot so I tried to change to a lower plan to no success so I called them and they refused to let me switch to the cheaper plan I am still new customer so they said they will only put me on the $40 plan and that it still has unlimited talk txt and high speed data so after alot of them being rude I felt I had no choice so I said fine and they said ok it will be $67...I said if I'm switching to the $40 plan and my cycle date is tomorrow why would I have to pay 67 and they said it's the only way that the extra *********************************************************************** speak to technical support and they said it would be an hour for the boss and they refused to send me to technical support the discussion got heated so I hung up that conversation was with a lady than I called back and spoke with a gentleman and he walked me threw the change to the $40 plan and reassured me it was the unlimited talk txt and data and after it switched over I seen it after the switch was done that I only had 15 gigs high speed data I than called back and a lady answered and said she can't do nothing till it switches over to there system that I should call later so I did only for the worker to tell me that that plan was only available when I switch the service plan threw the app .....but the app won't let me they said that's fine to call back the next day when it is fully switched over so I did and they told me the system was down to call at a later time so I called the next day only for them to say that 40 dollar unlimited talk txt and high speed data don't exist....I was looking at it on there website and I told them I was looking strait at it the man continued to tell me it don't exist also I got mad and hung up..my internet has been throttled the whole time sence day one and they lied and bullied me till they got what they want they do this to a lot of people
Business Response
Date: 06/21/2023
June 8, 2023

*********************************
4601 ************
************, ** 23188

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

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

On June 1, 2023, we received your complaint, dated May 27, 2023, filed with the Better Business Bureau.

You stated that you have attempted to switch your plan to a cheaper one, but Boost Mobile refuses to do so. You said you spoke with customer service and were placed on the $40.00 plan, but you were forced to pay $67.00. You mentioned that you requested to speak with a supervisor, but you refused to wait an hour on hold for one. You said your plan was to have unlimited data, but you found it only includes 15 GB of data. You mentioned your data has been throttled since you started service. You requested a full 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 on April 27, 2023, your plan was $50.00 for unlimited data, talk, and text. On May 5, 2023, your plan was changed to the $60.00 unlimited data, talk and text plus 30 GB of hotspot. A payment of $10.66 was required to cover the prorated charge of upgrading your plan. On May 25, 2023, your plan was changed to the $40.00 unlimited talk and text plus 15 GB of data.

As shown online at boostmobile.com, the $40.00 unlimited talk and text with unlimited data is for new customers only. As you are an existing customer, you are not eligible for this plan.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. We respectfully decline your request for a refund.

Sincerely,

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

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

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

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