Complaints

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

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• 

  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

• 

  Boost Mobile

  8911B Pensacola Blvd Pensacola, FL 32534-1928

• 

  Boost Mobile

  2270 S. Smithville Rd. Kettering, OH 45420

• 

  Boost Mobile

  19326 Montgomery Village Ave Montgomery Village, MD 20886-3027

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:05/15/2023

  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 was charged twice this month for my bill. Once on 5-01-2023 then again on 5-11-2023 When I called customer care on 5-10-2023 after I saw the pending charge on my account that morning I was hung up on after 20 minutes. I called again and was told they had no record of my payments. Not the ones from May or any before that. They told me they could not do anything to help.I called again today because they suspended my service. I spoke to ******* who was very nice but again told me she could not see information from my account. That the company just switched over to a new system and had no access to the old one. This switch was done on the 1st of this month. Either way the double charge and suspension was ridiculous!! Very very stressful and frustrating!! It messed up my bank account and my monthly budgeting. This situation has also interfered with my job. I could not take any business calls this morning due to this issue.

  Business Response

  Date: 06/12/2023

  June 8, 2023
  
  
  
  Ms. Sache Walls
  ************************************************************
  
  Re:BBB Complaint #********
  466670985759 - *************
  
  Dear **************:
  
  On May 25, 2023, we received your complaint, dated May 15, 2023, filed with the Better Business Bureau.
  
  You said you made two payments to your Boost Mobile account in May 2023: the first on May 1, 2023, and the second on May 15,, 2023. However, you stated that because the payment from May 1, 2023, could not be located, your service was suspended. 
  
  Our records show that a $50.00 payment was posted to your account on April 29, 2023, and it would reflect in your bank account 24 to 48 hours afterward. On May 1, 2023, your account was migrated from the old Sprint platform to the new, Boost Mobile platform. However, the aforementioned April 29, 2023, payment was not transferred, which required the May 15, 2023, payment to be made.
  
  Due to these circumstances, I applied a credit to cover the April 29, 2023, $50.00 payment. In addition, I applied a $25.00 credit to your account for time without service. We apologize for any inconvenience this has caused.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc: ****** / ******* Better Business Bureau
  ********************************************************************
  
  *****************************
  
  

• Initial Complaint

  Date:05/15/2023

  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.

  This is the worst company I have ever met in my life. I paid my bill, and it's been two days since they haven't turned on my phone. I can't work on an app without a phone, I've already lost two days of work, around ****** in addition to the upset and anger we've been going through. My wife and I spent Mother's Day without talking to our mothers outside the country. I called more than ************************************************************************************ 5 minutes they interrupt your service. This is theft, plain and simple theft. I took the payment receipts to the boost store and to no avail. I have not used this company, I went through something similar last month and now this case.

  Business Response

  Date: 06/12/2023

  June 9, 2023
   
  
  
  ******************************
  ************************************* 02148
    
  Re:BBB Complaint #********
  693704015565 - *************
  
  Dear ******************************:
  
  On May 25, 2023, we received your complaint, dated May 15, 2023, filed with the Better Business Bureau.
  
  You said that you paid your bill, but after two days you still have no service. You requested a refund.
  
  A review of your payment history shows that, from April 11, 2023, through May 14, 2023, there were nine failed payment attempts. Since April 14, 2023, you have received a total of $531.00 in refunds and credits. At this time, all five-sub accounts are active.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *****************************

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20060804
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:05/15/2023

  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 Feb 4, 2023 I purchased a TAB tablet with a 6 month 5GB per month plan from Boost Mobile. Therefore, my expiration date for my plan was August 2, 2023. On May 10, Boost Mobile canceled my plan for no reason. After a long wait time and explanation of the situation, I was told that it would take 2-3 days to reactivate my account and fix the situation (I was not happy the problem was not fixed immediately). On May 15, I called support to check on the status of a resolution, and I was told by CSR ****** that Boost couldn't reactivate my account and that I was expected to purchase a new SIM to transfer my plan to a new account. I told her that was unacceptable and I shouldn't have to pay one ***** to fix a problem that was caused by them. Also, I have over $40 of credit earned through their app that I do not plan on losing. I expect Boost to do whatever it takes to fix this situation and restore my account with no cost incurred by me. Thanks for your help in this matter.Original Order Number 3326-271731-4569 ***************************

  Business Response

  Date: 06/06/2023

  June 3, 2023
   
  
  
  ***************************
  ***********************************************************************
    
  Re:BBB Complaint #********
  443312583326 - *************
  
  Dear ****************:
  
  On May 16, 2023, we received your complaint, dated May 15, 2023, filed with the Better Business Bureau.
  
  You stated that on February 4, 2023, you purchased a six-month plan of 5 GB per month. You mentioned that on May 10, 2023, your account was disconnected. You indicated that customer service was unable to restore the account and advised you to purchase a new SIM card, so a new account could be set up. You expressed concern that you have $40.00 in credits on the account you earned through the app. 
  
  As we are unable to restore the account, a refund of $90.00 has been submitted. This includes the credit that was previously on the account, as well as half of the original charge. 
  
  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  
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************;
  
  

  Customer Answer

  Date: 06/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************
  

   

• Initial Complaint

  Date:05/15/2023

  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.

  I paid $50.00 on April 29th 2023 for 30 days of service. However, today May 15th, Boost Mobile shut off my service for nonpayment. This is breech of contract as $50.00 is to cover 30 full day of service. It is also theft. When I called Boost Mobile to let them know what happened they treated me like a liar and a person who does not pay their bill even though it was paid. I have spent over hour on hold with absolutely nothing being done to rectify the situation. I kept being told since Boost switched to Boost One they no longer can see the payment even though I have proof from Boost as well as my bank statement. I am utterly disgusted with Boost Mobile and the way they treat their customers. They can flip a switch to shut off service with ease, but it is like fighting armageddon to flip a switch to turn it back on. I feel not only should my services be immediately restored but I should be compensated for my time and the stress this has caused.

  Business Response

  Date: 06/12/2023

  June 9, 2023
  
  
  
  ***********************************
  1895 ********.
  Warsaw, ** 46580
  
  Re:BBB Complaint #********
  401457357 - *************
  
  Dear *******************************:
  
  On May 16, 2023, we received your complaint, dated May 15, 2023, filed with the Better Business Bureau.
  
  You said you paid Boost Mobile $50.00 on April 29, 2023, for 30 days of service, but on May 15, 2023, Boost Mobile disconnected your account and would not restore the service without a new payment.
  
  A review of your account indicates we migrated your service over to our new system, but the account is disconnected and the number was ported out.
  
  As an exception, I have submitted a $50.00 refund request; please allow up to two weeks for processing and delivery.
  
  We regret any inconvenience you may have experienced and we thank you for your business.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile 
  
  ********** / ******* Better Business Bureau
  ********************************************************************
  
  *****************************
  
  

  Customer Answer

  Date: 06/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************
  

   

• Initial Complaint

  Date:05/15/2023

  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 paid my phone bill on this date in person at the store, I paid half with my credit card & the other half with cash which was a total of $67 dollars, minus the $11 account credit that I had in my account already, I use to have my credit card on autopay back in Jan/Feb 2023 but removed it when I found out that boost mobile suffered a cyber attack & had been hacked by some outside entity, I did this as a identity/theft protection for *********** credit card, the man who assisted me in store that day completed my ********************** then when I logged into my boost mobile account today I discovered that same storeclerk added my credit card back onto my boost account without my knowledge or permission, I called boost customer service as soon as I seen this & asked to speak to a supervisor, after holding for almost 30 mins, the man I talked to was ****, told me it would be more then an HR before a supervisor could talk to me so I allowed him to take my credit card off autopay since the website wouldn't allow me to without adding a new credit card first which I definitely wasn't interested in doing since also in the past when I had autopay enabled they added a service without my knowledge or permission called yaga yue which was a Mexican game ******* was charged for years an extra $5 on my bill which I tried over & over to get removed without success untill I told them how I'm on ********** were stealing government money & threatened to *** them, I feel they committed a further act of fraud against me by adding my credit card back onto my account without my knowledge or permission & was going to charge my card $67 dollars on my bill due date of May 31st 2023, I'd like them to please be investigated because of this & the fact of them falsely advertising all ************ included then I get charged not only ************ at store but also an additional $4 convenience fee because I paid in store because I changed my plan to the $60 dollar a month plan.

  Business Response

  Date: 06/09/2023

  June 9, 2023
  
  
  **********************************************
  ********************************** 3
  *********, ** 41015
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear *******************************:
  
  On May 25, 2023, we received your complaint, dated May 15, 2023, filed with the Better Business Bureau.
  
  You said you visited a Boost Mobile store to make a payment towards your account.You expressed concern with the following:
  
  Taxes
  The $4.00 payment fee you were charged at a Boost Mobile retail store
  The removal of your credit card information
  
  You requested an unspecified credit.
  
  Regarding your concerns about taxes and the $4.00 fee, Boost Mobile stores are independently owned and operated, and as such, they maintain their own phone inventory and set their own taxes/payment fee policies.
  
  To avoid the $4.00 fee when making a payment, the following methods are recommended:
  
  Contact Boost Mobile directly and make a payment through the automated system
  Make a payment through Boost Mobile's online website
  Make a payment on the BoostOne App
  
  Please note that Boost Mobile values our customers' security and privacy. However, we also must retain certain records as a business. We maintain a variety of physical, electronic and procedural safeguards. These safeguards help protect your personal information from loss, misuse and unauthorized access,disclosure, alteration and destruction. Further information can be found at *********************************************************************************.
  
  Your request for a credit cannot be met.
  
  We strive to provide excellent service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  *******************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:          ****** / ******* Better Business Bureau
                  ****************************************
                  ******, ** 80210
  
                  *********************

• Initial Complaint

  Date:05/15/2023

  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 purchased a phone plan through boost mobile. They said in order for the service to work I would need a new sim card for my phone because they had recently switched towers. They sent me a new sim card in the mail and it does not work in my phone. I have tried going to the 2 closest boost mobile stores to get a replacement sim card. Only for them to tell me their their systems are down and that their is nothing they can do to help me. They won't give me a replacement sim card so that my phone can work and have service. Also they will not cancel my service. They keep telling me that none of these things can be done until their system is back up and running. This has been going on since February 23rd. In the meantime I am stuck paying for service on my phone that is unusable. I have tried calling customer service as well as contacting chat support and going into stores to talk to someone and no one will help me. I need help getting my issue resolved as quickly as possible. Thank you

  Business Response

  Date: 06/09/2023

  June 9, 2023
  
  
  
  ***********************************
  28 ***************************** 3
  ************* 47025
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **********************:
  
  On May 25, 2023, we received your correspondence, dated May 15, 2023, filed with the Better Business Bureau.
  
  You said you contacted Boost Mobile to get help with your account, yet received no 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 contact 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
                  *************************************350
                  ******, ** 80210
  
                  *********************
  
  

• Initial Complaint

  Date:05/14/2023

  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.

  On 11/29/2022 I purchased a new phone and switched my service to boost mobile at the **************** ** location. At that time I was told if I picked the $50 unlimited plan and paid my bill for 3 billing cycles on time, the black Friday deal would be a $200 gift card from boost.i paid my bill on time every month but when I went to pay my bill in Feb.2023 the system would not let me pay. The message said I could make the payment in the store, so I went to boost on Feb. 26th and made a payment in cash.i was charged a fee for paying the store. I should not have received that service charge because it was not my fault their system was hacked. The clerk at the store wasn't going to give me a receipt, but I insisted, and he printed one for me. Well I received a text on March 3rd stating my payment was due on the 6th. I called to let them know I already made the payment but I couldn't talk to anyone still. So on 3/6/2023 my phone was turned off, I went to boost mobile in **************** with my receipt and they turned my phone back on and tore the paper up that said I made my payment on time but I made the cleck take it out thr garbage and give it back to me as to proof I paid on time. So March went into April and I still never received any gift card or information, I called several times and at first I was told it would take up to 6 weeks from March 2023, so I waited. I recently called again and asked to speak with a supervisor, I was put on hold for 40 minutes before I hung up with no resolution. I called back two days later and was told there was no information on me calling about this situation and he was going to expedite the claim, but that was the same thing that the last 2 people said. He told me there is no record of me calling because the system is not all the way up. I asked why didn't they have the information from my calls from after March when the system was back up and he had no answers. He also had no answers to when I will receive my $200 gift card. I also asked at that time since I met my requirements for getting the gift card could I now switch to the lower service plan and I was told I couldn't. But when I purchased the phone that is what the clerk told me I could do. So I went back to the store and requested my plan be changed to the lower one like he initially stated but he told me he didn't remember saying that. I asked if I turned my phone off now because I am very unsatisfied with the service would they still send me my gift card. And the clerks response was I'm not sure. So I just want what was advertised and promised to me, my $200 gift card and I want to get out of this nightmare of a cell phone company

  Business Response

  Date: 06/09/2023

  June 8, 2023
  
  
  
  ***************************
  ******************************. 7   
  ***********, ** 15146
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On May 24, 2023, we received your complaint, dated May 14,2023, filed with the Better Business Bureau.
  
  You stated you signed up for Boost Mobile service with an in-store promotion that was supposed to provide you with a $200.00 prepaid gift card, but you have not received it yet. You also mentioned your experience at this Boost Mobile retail location was negative.
  
  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' experience. Please note that all Boost Mobile retail locations are independently owned and operated. Please contact the retail location in question directly for any issues related to your in-store experience.
  
  If you have satisfied all eligibility requirements of this promotion, you will receive a text message with redemption instructions for your $200.00 gift card.
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:05/14/2023

  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.

  On May 12, 2023 I purchased a phone from Boost Mobile Store. I told the sales rep, I wanted a phone that took the best quality pictures. At first she suggested a ********* I told her I wanted to stick with a ******** So I went to the display and several was out of stock. They had a A23 5g, so I said that's what I wanted. So the sale rep ******* to take in the order on the register. Then she said that the A32 5g was a better phone. By me not being up on the latest technology, I trusted what she suggested. On May 14, I thought I would look up the phones comparing them. Come to find out the A23 5g was a better phone, for the same price. I called **************** 4 different times, getting 4 different answers or solution. They told me to take it back to the store to get the phone that I wanted. On the receipt it states no refund or exchanges, unless it had a defect, and you could return it in 7 days of purchase. When I called the **************** line, they said their policy was that as long as the phone wasn't damage and in new like condition, you could return and exchange it for another phone. The sell rep at the store called her manage, she spoke in a foreign language the whole time. Then once she got off the line she said if I wanted to exchange the phone I would have to purchase a new phone. And they wasn't going to exchange it. The Boost **************** Specialist said, that wasn't their policy, that it can be exchanged with out cost. Each time I called the **************** I got different answers . I was mislead when I purchased this phone, the sells rep was not honest. plus the phone she sold me was supposed to to out of stock. I just want a phone that will meet my needs, if I'm going to have it for more than a year. I hope I can get this resolved. Sincerely, ***********************

  Business Response

  Date: 06/12/2023

  June 12, 2023
   
  
  
  ***************************
  *************************
  ***********, ** 63116
    
  Re:BBB Complaint #********
  536167739705 - *************
  
  Dear **************:
  
  On May 24, 2023, we received your complaint, dated May 14, 2023, filed with the Better Business Bureau.
  
  You stated that a Boost Mobile retail agent recommended that the ******* A32 was the best device for your needs, but your opinion is that the ******* A23 is superior. You requested that this Boost Mobile retail location provide an exchange. 
  
  I contacted our retail operations team to ensure that the location in question is properly abiding by Boost Mobile return and refund policies. 
  
  Please note that all Boost Mobile retail locations are independently owned and operated. In order to be accepted for exchange or refund, the device must meet specific return policy requirements, specifically that a device cannot be returned if the screen lock has been set or if it has been used for more than 15 minutes of talk time. Our records indicate that your device has logged 893 minutes of talk time. 
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20057881
  
  I am rejecting this response because:  That sale person at the location, took it upon herself to sell what she desired, and those stipulation or not stated, this is the first that I heard of this type of policy.  I tried several days to return the phone, even with the original sales person, again she called her manager and spoke in a foreign language, she made sure I could not hear what she was explaining.  This establishment is practicing unfair business practices, taking advantage of their customers, selling a phone that was supposed to be out of stock.  Very unsatisfied with this phone quality.     
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/21/2023

  June 21, 2023
   
  
  
  ***************************
  **************************
  *********, ** 63116
    
  Re:BBB Complaint #********
  536167739705 - *************
  
  Dear **************:
  
  On June 15, 2023, we received your rebuttal, dated June 15, 2023, filed with the Better Business Bureau.
  
  You maintain that you tried for several days to return your phone to the store. You also expressed concern with the customer service you experienced.
  
  As I previously advised you, I reached out to our retail operations team to ensure that the store location in question is operating within Boost Mobile guidelines. We will contact you with further information as it is available, if appropriate.
  
  All Boost Mobile retail locations are independently owned and operated. As such, they determine their own in-store policies and staffing. 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.
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20057881
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/14/2023

  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.

  Complaint is against boost mobile , boost took ***** from my bank account without permission. I already had money in my boost account. I did not have auto pay. They deny doing so , but my bank statement says different. No help whatsoever from customer service. **************** absolutely refuses to answer any questions or provide any insight as to why my money was taken . They reluctantly said they were going process a refund request??? They owe me ****** . I honestly have no hope of receiving a refund. I cannot understand how a company can get by with what they are doing. I have read numerous reviews that clearly show that boost is stealing from its customers and they getting away with it!

  Business Response

  Date: 06/09/2023

  June 9, 2023
  
  
  
  *******************************
  **************************************************************
  *********, ** 29720
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **********************:
  
  On May 24, 2023, we received your correspondence, dated May 14, 2023, filed with the Better Business Bureau.
  
  You said you were charged $65.00 without your consent. You also mentioned there was a previous credit balance on your account. In addition, you expressed concern with the customer service you experienced. You requested a $130.00 refund.
  
  Please note, the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.
  
  Our records indicate an exception was made and a $65.00 refund was issued on May 18, 2023. Unfortunately, your request for additional credits/refunds cannot be met.
  
  We strive to provide excellent service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *******************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  **************************************************************** / ******* Better Business Bureau
                  ****************************************
                  ******, ** 80210
  
                  *********************

• Initial Complaint

  Date:05/14/2023

  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.

  Data overage every month now for last four months to which I purchased a second month after 14 days for three months straight my $50 dollar unlimited plan is costing me $100 a month I've contacted them no resolve I'm sick of the disrespectful treatment I have documentation of the speeds they say after over data it's slowed to 2kpbs and that is untrue I have .02 recorded and now s**** off completely still have several days left boost one is now the worst cell company out and I've been with them since 01 with two other companies in the middle for a month each they were the best now I can't stand dealing with them I will be taking my business elsewhere when I have the funds to leave also they refuse to unlock my phone I paid cash for when it states in contact they will release so can take with me I have proof won't let me load it because of over my data for month

  Business Response

  Date: 06/09/2023

  June 8, 2023
  
  
  
  ************************
  ********************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On May 24, 2023, we received your correspondence, dated May 14, 2023, filed with the Better Business Bureau.
  
  You stated that you experienced changes in performance when using applications that require data usage. You requested your phone be unlocked.
  
  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.
  
  Boost Mobile will unlock a device under the following circumstances:
  
  The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
  The device has been active on the associated account for at least 12 months
  
  Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on, has the most current update and the Boost Mobile SIM card is inserted. If your phone requires a Manual Unlock PIN, please use ******** when your device instructs you to do so.
  
  MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally,unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services, but not data services when activated on a different network).
  
  Sincerely,
  
  
  
  *******************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  **********************************, #***
                  ******,** 80210
  
                  *********************