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.
1,519 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:05/24/2023
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.
The company charged me for two months for a phone line that I had canceled and wasnt in use. They fought with me for days to cancel the line after I already had done it. Once they did they continued to charge me twice as much as advertised for a single line. When I tried to rectify they problem they said they didnt see that on their screen. They owe me for 60 dollars for the like that wasnt in use they refused to cancel multiple times and 25 dollars for the over charge for **** 85 dollars total and I want my monthly bill dropped to 25 dollars a month as advertised and promised.
Business Response
Date: 06/20/2023
June 9, 2023

Ms. *********************
*********************************************************************

Re:BBB Complaint #********
550611752591 - *************

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

On June 1, 2023, we received your complaint, dated May 24, 2023, filed with the Better Business Bureau.

You said you were still charged for service after you canceled your account.

A review of our records shows that one line associated with your account was ported out; however, the second line associated with your account is still active and service was used. As such, the monthly recurring charge applied. Our records show that an agent applied a one-time credit for the charge on May 24, 2023.

Please note that the active line is enrolled in our $50.00 Unlimited Talk/Text plan and the charge applied was $50.00.

Sincerely,

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

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

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

Customer Answer
Date: 06/23/2023

Complaint: 20101880

I am rejecting this response because:

It took two months to de activate the second line that was not in use. I want a refund for the months I was charged for that line that it wasnt in use.

I was told I could change my plan to the single line price of 25 dollars a month for unlimited talk text and data once I deactivated the second line. The reason I got the credit was because they needed it active to change the plan. They didnt change the plan for a third month. I am currently on a line waiting to have a supervisor change the plan as you are still refusing.
your customer service agents are saying the plan can only be changed in store. In store employee says it can only be changed over the phone. Attached is proof of the current price of the plan and the I have been over charged for three months. This has been an ongoing problem since January. Change my plan and refund me the overages.

Sincerely,

*********************
Business Response
Date: 07/05/2023
June 29, 2023

Ms. *********************
********************************************************************

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

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

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

You maintain that you requested the removal of a line from your plan two months ago; you would like a refund.

Please note that your account was migrated to our new system on April 3, 2023. In reviewing your Boost Legacy account, I found *********** to remove any lines from your Family Plan. The last contact we received regarding your Boost Legacy account was on January 23, 2022, when you contacted us to add a line to your Family Plan.

You were only ever charged for one line on your current, New Boost account. Your New Boost account was created April 3, 2023, and your first bill generated on April 24, 2023, for $50.00. The additional line on the account was deactivated on April 20, 2023. On May 24, 2023, you received a $50.00 credit. As two lines would run $80.00 per month, a $50.00 credit would not restore service to both lines in order to allow the removal of a line.

As our records do not reflect that you were overcharged, and as you have already received a $50.00 credit, we are unable to provide any additional adjustments.

As you were advised on June 24, 2023, your account is ineligible for the $25.00 Unlimited plan.

Sincerely,

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

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

                *********************
Initial Complaint
Date:05/24/2023
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.
Need a phone temporarily to use while waiting for doctors appointment and safety purposes I placed an order for two Sim cards on may 11,2023 it offered two day shipping I desperately needed a phone the phone shipped out days later STRIKE ONE I got an shipping confirmation had tracking I waited for my Sim card only to have the Sim card to be delivered it said delivered at 7:01 may 16th 2023 I asked my sister to get the Sim card because I was not home she said they wasn't outside I called boost only to be hung on multiple times by the automated system STRIKE TWO I eventually got a live person only to be told their system were down I called back was hung on several more times I luckily got another that asked to confirm the address I gave THREE different addresses he told me know I was upset and confused he told me to check the email somehow the address was wrong I didn't know how to correct it all I know is I purchased Sim cards that went to the wrong address I went to a boost store and I was told oh well that's online we don't handle those problems I saw another promotion that offered three months for $15 I want to make a complaint to have my Money refunded to my account because any time I called customer services I am disconnected by the automated system its sad
Business Response
Date: 06/20/2023

June 16, 2023

Ms. ****************
************************************************ 33150

Re:BBB Complaint #********
841824408967 - *************

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

On June 1, 2023, we received your complaint, dated May 24, 2023, filed with the Better Business Bureau.

You said you purchased two *** cards to be shipped to you. You stated that you did not receive the *** cards. You requested a refund.

Our records indicate the shipping address provided on the order differs from the address you provided on the BBB complaint. Upon review of your account, the *** cards were not activated and there was no use of service. A refund has been submitted in the interest of customer service. Please allow up to 20 business days for processing.

Sincerely,

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

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

*********************
Initial Complaint
Date:05/24/2023
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.
Ticket# ******* was never summited as they said they would..instead they resummited the old number..1849139..that was first summited 5/18..
Customer Answer
Date: 05/24/2023
On 5/01/2023 I called got pin to transfer number nd asked them to cancel my account on 5/10/2023.. then on 5/11/2023 they took my money from my visa..they took $103...So I called and told them again to cancel and refund money on 5/11 ...they said 4 to 5 business days.. 5/16 they gave me another excuse and another ticket number. They refused refund said auto pay way on ..no it was not I made sure on 5/1 . When done on phone they sent me a email that said I successfully turned off auto pay . On 5/18 they gave me another ticket number and yet still did not cancel account or refund...they are given me the run around ..today a new ticket and didn't answer one from five days ago..and they said I'd have answer this afternoon. Never did..but another ticket today said 72 hours. I want my money back they took it and won't cancel account. Still waiting 2phones still on. So now I'm can get calls on new account cause they won't cancel and new company said I can receive when they turn off tell them I can only make..I need to get my calls for my medical problems..boost is killing me I have aggressive cancer I need my new company to receive my in coming calls ..and they won't cancel and are lien for time they have not done anything except give ticket numbers and lies..
Business Response
Date: 06/19/2023
June 15, 2023

*************************
****************************
********, ** 90623

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

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

On June 1, 2023, we received your complaint, dated May 24, 2023, filed with the Better Business Bureau.

You stated that you attempted to port your service to another carrier and close your account prior to your payment date of May 11, 2023. Even so, payment was taken on that date. You requested a refund.

The phone number ************** has been ported out and the account associated closed.

I submitted a request for a refund of the $103.26 payment made on May 11, 2023. Please allow up to three weeks for processing.

Our records show a second payment was taken on May 24, 2023, but it was refunded immediately.

If there are further questions or concerns about this issue, please feel free to contact our customer service department at ****************.

Sincerely,

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

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

*********************
Initial Complaint
Date:05/23/2023
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 Boost Mobile account cannot be accessed by myself. I have tried using the website and the app, on multiple devices. I can login with my email...but it says my email doesn't match records (but if I call support or go to the store, the email pulls up my account). I can also use my phone number to login. It then says my password is incorrect. I have tried resetting the password. When prompted to enter a new password it states it is the incorrect password. After a few attempts The account is frozen for an hour or so. Calling support is no help. They claim they cannot over a locked account, tell you your password, reset your password or anything that might help. They just say wait and try again. And they don't keep track of calls so you are at square one everytime. I have spent hours on the phone with support, on chat with support, and in the store in the past 2 weeks. Nothing is resolved but they are still drafting money from my bank account to keep my line in service. I want them to give me access to my account. And I want my account credited for this month's service $35 plus free unlimited service until I am given access to my account. I should not have to pay for service if I cannot have access to my account.
Business Response
Date: 06/19/2023
June 16, 2023

*******************************
*****************************************************
*******, ** 21014

Re:BBB Complaint #********
351383879294 - *************

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

On June 1, 2023, we received your complaint, dated May 23, 2023, filed with the Better Business Bureau.

You stated that you are unable to access your Boost Mobile account online. You requested that we provide a $35.00 credit for your service and provide free wireless service until access to your account is restored.

Please be advised that our records show your Boost Mobile account has been disconnected due to your phone number being ported out to a new wireless provider. Without a Boost Mobile account, you will not be able to access your account online.

Sincerely,

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

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

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

Customer Answer
Date: 06/19/2023

Complaint: 20097566

I am rejecting this response because: I continued to contact Boost several times since the complaint was filed and nothing was done. I even had to call multiple times in order to get the correct account number and port out PIN as they didn't want to let me stop my service. I switched providers due to the lack of customer support from **********************. I filed this on May 23, and I didn't even get a response until today June 19.....not a prompt response

Sincerely,

***************************
Business Response
Date: 06/27/2023
June 26, 2023

*******************************
*****************************************************
*******, ** 21014

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

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

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

You stated that you needed to make multiple calls to obtain your port-out PIN. You also indicated your displeasure with the time it took to provide you with a response to your original complaint.

We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents.

We provide responses as quickly as we are able, once the issue has been relayed to **. We regret any delay.

Sincerely,

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

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

                *********************
Initial Complaint
Date:05/23/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 05/01/2023 a transaction in the amount of $50.00/USD #*********** was processed through Direct Express to Boost Mobile. On or about 05/22/2023, I noticed no service. After further investigation Boost Mobile claims no payment was made. I am disabled with no phone service that automatically comes from my Direct Express every month without fail.
Business Response
Date: 06/19/2023
June 7, 2023

***************************
*************************************/Suite100
Brooklyn, ** 11221

Re:BBB Complaint #********
512746815453 - *************

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

On May 31, 2023, we received your complaint, dated May 23, 2023, filed with the Better Business Bureau.

You stated that you made a $50.00 payment on May 1, 2023, but on May 22, 2023, your service was interrupted. You mentioned that Boost Mobile is informing you no previous payment was made. You requested a billing adjustment.

Our records indicate that your monthly recharge date was on the 16th of each month. Previously, you were allowed a late payment grace ****** to make your payments on the first without being interrupted; however, this option is no longer available. Your service was interrupted on May 22, 2023, as no payment was made for the current billing cycle. The payment you made on May 1, 2023, covered your billing from April 16, 2023, through May 16, 2023.

Your account reflects a payment was made on June 1, 2023, which restored service.

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

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

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

Customer Answer
Date: 06/20/2023

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 as I have no other recourse.

Sincerely,

***********************
Initial Complaint
Date:05/23/2023
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 account has been messed up since the conversions. I cannot access 4 lines on my account. I cannot upgrade or get technical support for these lines. I have spent over ****************************************************************************************** they can't help me but refuse to get me to someone who can. One phone cannot make or receive calls or texts and only works on wifi. I have been hung up by numerous supervisors and multiple network tickets have been placed with no follow *** or resolution. They just keep telling me to pay bill and it will eventually work. It's been 60 days
Business Response
Date: 06/19/2023
June 16, 2023

Ms. ***************************
***********************************
***********, ** 45505

Re:BBB Complaint #********
996746886487 - *************

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

On June 1, 2023, we received your complaint, dated May 23, 2023, filed with the Better Business Bureau.

You said you have been experiencing issues with your devices. You stated that you could not upgrade your account or get technical support for you service issues.

As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control.

In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service.

Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified.

Please note that our records show that all lines associated with your account are connected to the network and consuming network resources.

Due to account limitations, we are unable to change this family plan. Please go to a Boost Mobile retail location where they can assist you with splitting your family plan and upgrading to whatever service plan best suits your needs.

Please download the BoostOne app to access your account.

Sincerely,

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

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

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

Customer Answer
Date: 06/20/2023

Complaint: 20094817

I am rejecting this response because:
None of actual issues were addressed in the correspondence from Boost. I'm issues have to do with being a legacy customer. Regardless of the fact that all line were connected to the network one line was not able to make or receive calls or texts. **************** were not able to locate said phone in the new boost one system. Therefore for 3 months they were not able to help troubleshoot the phone. I clearly stated I went into 4 separate retail locations and they were NOT able to assist me AGAIN because they were not able to pull the individual phone up in the system. The store also called customer service and were unable to get assistance and I was told there was nothing that could be done. The system would NOT allow me to perform any upgrades on 4 of lines. The only line assessable was the primary line. Never once did I ask to make any changes to the plan I currently have on my account. The screenshots were of the error message that YOUR SYSTEM was giving. I should be given compensation for the time without service on the one line and I should receive an apology for the worst customer service experience I've ever received. ***************************************************** lack there of. I was degraded, belittled and talked down to by your agents and that is unacceptable.
Sincerely,

***************************
Business Response
Date: 06/30/2023
June 26, 2023

Ms. ***************************
***********************************
***********, ** 45505

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

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

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

You stated that since the error was due to a Boost Mobile system issue, compensation in addition to the $30.00 that was already provided is warranted.

As a courtesy, I applied one-time credits totaling $130.00 to your account. This will cover your next monthly payment, due by July 21,2023. Please allow ********************************** your account balance.

Sincerely,

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

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

                *********************
Initial Complaint
Date:05/23/2023
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.
Boost Mobile has been making unauthorized charges on my account and has failed to provide the service I paid for.I signed up for an unlimited plan with a restricted amount of high speed internet. Last week, my data stopped working, and here is a summary of the nightmare I've experienced through their customer service.5/17, 10pm - This rep was on mute, spoke broken English,and was not able to answer whether my data was being throttled.5/18, 8am- rep hung up on me 5/18, 8:15am- rep was unresponsive and made an unauthorized charge to my account for 1gb of data, I never agreed to this.5/19, 10am- rep explains that I was charged for 1gb of data and it is used up. I am frustrated and ask to be upgraded to an unlimited plan. The rep charges me $25.16 to upgrade my plan to an unlimited one. This does not fix my data connection, and the rep explains that there is a technical issue preventing them from upgrading my plan and to call back in a few days.5/21, 9am- A rep tells me that I already used the data in my upgraded plan and that the only way to have my data back on is to pay for a one-time data pack. The rep says that there was no technical issue. The representative made no attempts to address or resolve the issue with my plan, they kept insisting that my data was used and that I had to buy more data. I reluctantly buy data, explaining that it is only because it's an emergency and they failed to upgrade my plan.5/22, 8am- I call to ask for a refund of the $25.16, and am once again told that there is a technical issue preventing the company from upgrading my plan. No attempts to make amends or process a refund are made.The reps are insisting that they have to keep my money to keep my plan active, but are unable to provide me with the data that I paid for.I do not feel this company should be allowed to operate this way and would like to pursue a resolution that addresses the company's lies and fraudulent charges.
Business Response
Date: 06/19/2023
June 15, 2023

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

Re:BBB Complaint #********
106147459416 - *************

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

On June 1, 2023, we received your complaint, dated May 23, 2023, filed with the Better Business Bureau.

You stated that Boost Mobile made an unauthorized charge to your card of $25.16. You requested that we issue a refund for this transaction.

Please be advised that our records show you were offered and you accepted a credit of $25.16 to your account on June 9, 2023. As this has already been provided, no further compensation is warranted.

Sincerely,

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

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

*********************
Initial Complaint
Date:05/23/2023
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.
In January Boost migrated to a new online system with a new app and website which should be used to pay the monthly bill. In January, I was unable to convert my account to the new website and app using the steps provided and I contacted customer service seeking a resolution. Between the second week of January and now, Boost's customer service has solved nothing and has lied many times about what they were doing with the account. It is possible that my data was lost in a cyberattack and the company is lying about having resolved it. In May, I am still unable to access my account on the website or app and the company makes me pay either at the store or over the phone.
Business Response
Date: 06/19/2023

June 15, 2023

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

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

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

On June 1, 2023, we received your correspondence, dated May 23, 2023, filed with the Better Business Bureau.

You said you attempted to contact Boost Mobile to make a payment, yet you were unable to get assistance.

On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess and remediate the situation.

If you require changes to your account, please reach out to DISH Network customer service at ****************, as many of our systems are up and operational once again.

Sincerely,

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

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

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

Customer Answer
Date: 06/20/2023

Complaint: ********

I am rejecting this response because:
You continue to refuse to fix anything. You didn't even acknowledge my issue accurately and it seems like it was done deliberately. I cannot reliably pay over the phone because 3 times now reps on the phone have added auto-pay against my direct request. That is a fraud charge if it happens again and I will have my bank investigate.
Your answer is nothing but an insult.

Sincerely,

*****************
Business Response
Date: 06/30/2023
June 27, 2023

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

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

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

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

You rejected our response as you said Boost Mobile refuses to fix anything and your issue was not properly acknowledged. You also mentioned that when making a payment over the phone, customer service has added automatic payments without your consent.

We have restored many of the systems affected by the incident that occurred in late February. The vast majority of our website,customer care functions, self-service applications and payment systems are now operational. Agent support is available, although wait times may be longer due to higher volumes at certain times of day and the particular type of service the customer is inquiring about.

Our team is currently fixing the issue pertaining to you not being able to log into your online account. Unfortunately, there is not a time frame for when these repairs will be completed.

Our records do not support your claim that automatic payments have been added to your account without your consent; AutoPay is currently disabled and payment for the past four months has been made manually.

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
                **************************************
                ******,** 80210

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

Complaint: ********

I am rejecting this response because:
I am still not able to log-in to manage my account. My issues began when the migration failed in January and predate the alleged cyber attack. Your most recent response provides my no more assurance than the first person I talked to January who told me it would be cleared ** in 72 hours. It has now been 7 months since I could pay my bill without having to call customer service.
You did add auto-pay against my direct requests twice and I had to call in the same day to remove it.
I firmly believe based on your actions that you are deliberately trying to drive inherited customers away from your service. I believe you are doing this for racist and classist reasons.

Sincerely,

*****************
Business Response
Date: 07/26/2023
July 25, 2023

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

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

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

On July 24, 2023, we received your rebuttal, dated July 20,2023, filed with the Better Business Bureau.

You rejected our response, as you have been unable to login to your account for approximately seven months despite being informed in January that a fix should be implemented within 72 hours. You also mentioned your dissatisfaction with having to call into customer service to make a payment.

Our teams are working diligently towards a fix; however,there is still no estimated time when this will be resolved.

If you do not wish to call into customer service to pay your bill, you can pay the following ways:

Dialing 233 and paying through the automated phone system.
Dialing 225. You will receive a message letting you know your due date, amount due and what funds are in your account that can be applied to your bill.
By visiting a local Boost Mobile store.

In the interest of customer service, a $20.00 credit has been applied to your 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, L.L.C.

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

                *********************;
Customer Answer
Date: 10/17/2023
In January, migration of my online account failed creating a blank account with my phone number on the new system implemented at that time. I have been reporting this problem since January and am told every time I report to check back in 72 hours.
Business Response
Date: 10/23/2023
October 19, 2023

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

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

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

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

You stated that you are rejecting our response, as you have reported this migration issue several times and continue to be told to check back in 72 hours.

Please note, in our previous response we advised you that this was currently being worked on; however, there is no estimated date on when this issue will be fixed which continues to be the case.

Our records indicate that you are told to check back in 72 hours because you are continually calling in requesting updates. Please note that you were previously provided a one-month credit for this inconvenience on October 17, 2023.

We ask that if you elect to continue to reach out requesting an update that you remain courteous and respectful with our customer care agents.

Sincerely,

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

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

                *********************
Initial Complaint
Date:05/22/2023
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 2/21/2023 I purchased an IPhone from Boost Mobile in the amount of ******. Upon arrival of my device I decided I did not like the phone so I did not activate the *** card or use the phone AT ALL. I used no data from boost mobile network what so ever. Fast forward May 23,2023 my bank account is charged $*****. Why am I charged for something I never used! I waited on hold for over an hour and a man answered and hung up on me. Second time called I waited one and a half hours and the woman on the phone acted like she had no idea what I was talking about and also hung up on me after I requested to speak to a manager. I would like a refund for *****. I never used their services.
Business Response
Date: 06/16/2023
June 7, 2023

***************************
12952 ***************.
******, ** 33556

Re:BBB Complaint #********
317526262554 - *************

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

On June 1, 2023, we received your complaint, dated May 22, 2023, filed with the Better Business Bureau.

You disputed the $90.84 charge applied to your credit/debit card account.

Please note that your account was activated shortly after your order, per our terms of service that were disclosed on your order page. SIM cards sent with phones ordered online are activated automatically so the phone can be used as soon as it is received.

Additionally, you enrolled your account in autopay. As such, the credit/debit card account provided for autopay was charged. Whether you choose to use the service provided or not, it was available to you.

Our records indicate that a refund of $90.84 was processed on May 27, 2023.

Sincerely,

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

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

*********************
Initial Complaint
Date:05/22/2023
Type:Customer Service 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 extremely frustrated with Boost Mobile. My wife has also done a BBB against Boost Mobile over their oversea reps not having a clue to what they are doing nor can you understand anyone who answers the phone. You are actually doing their job by researching while they give you canned and scripted responses that you can not even understand. I signed up for Boost Infinite which is supposed to be their newest plan with a phone ending in ****. I am also under a regular boost mobile service for two lines. (How I have no idea) I received the sim card and activated it. I then purchased another sim card and received another sim card for a phone ending in ****. However, there is a new number on my account that I have no idea about. No one seems to want to help nor do they know what they are doing. The number in question is ************ and has nothing to do with me. No one in my household has a number like this. The boost infinite is under ************************* and the regular account is under ********************** Yes, both emails are my wife's. Yes, I give you permission to talk to her about this horrible experience. ******************* is her name. I then had billing issues where the data wasn't being correctly to my son's **** number. The reps were overseas and kept processing refunds and then adding credits to our account. Instead of fixing the issue, it nows shows that we added extras but all we wanted to do was add data to our son's account until it reset for the next month. Now, they are trying to charge me $109 for a bill that has a $0 balance. I paid my sons account last week. Why then am I still being charged for service that was already paid for. Someone better fix this. I am also reporting Boost Mobile to the local attorney general along with social media so folks can see how disorganized and unprofessional their entire system and team are. Shame on you!
Business Response
Date: 06/19/2023

June 16, 2023

***********************
************************************* 101
*******, ** 23831

Re:BBB Complaint #********
192950843278 - *************

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

On June 1, 2023, we received your complaint, dated May 22, 2023, filed with the Better Business Bureau.

You said there is a new number associated with your Boost Infinite account and you indicated that you do not know how it was added.

We are currently investigating your case and we will reach out to you once the investigation is complete.

We appreciate your feedback and your concerns will be shared internally with the appropriate personnel. The quality of our customers' experiences is of great importance to Boost Mobile. I apologize for any inconvenience you may have experienced.

Sincerely,

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

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

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

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