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:05/11/2023

  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.

  Boost wrongfully suspended my service for nonpayment, even though both my Boost and bank accounts show that my payment ($35) went through - AND IT IS AUTOPAY THROUGH BOOST. I have been without cell service for eight days now and want my service restored immediately. I opened a ticket via a call to support on May 4 (the first day) and was told he could see my payment, their error, and restoration would take 24 hours. The next day, I engaged support via chat with TWO DIFFERENT AGENTS over the course of the day, both of whom also admitted Boost error/"glitch" for the wrongful suspension and told me they escalated my ticket. (I asked each if there was something I could do differently to ensure this doesn't happen again, and both said no, problem on their side.) The first chat agent told me my service would be restored in 10 to 20 minutes; when it was not, I reached out again and was told maybe 24 hours, though probably "in the next couple of hours ... before the day is over." I did not even bother to try over the weekend, called again Monday afternoon (May 8). That agent first suggested my ticket was about a refund, which I clarified was incorrect - I want my service restored. She also confirmed Boost's responsibility/that the suspension was unwarranted, told me the correct department has my ticket, apologized and said restoration of my service may take up to a week from the suspension beginning. She suggested I call the next day to check my ticket status and/or, if my service had been restored as she hoped it would, to discuss a credit for my lengthy disruption of service. I called the next day (May 9), was told the correct department NOW has my ticket and restoration would happen within 24 hours. Called May 10 and was told the correct department now has my ticket, which was opened, according to the agent May 8 (incorrect, opened May 4), and it will likely take 72 hours from that time for my service to be restored - which now also has passed.

  Business Response

  Date: 06/08/2023

  June 7, 2023
  
  
  
  Ms. *******
  **********************************************. A
  *******, ** 60605
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. *************** May 23, 2023, we received your correspondence, dated May 11, 2023, filed with the Better Business Bureau.
  
  You said you are enrolled in AutoPay and you made a $35.00 payment, yet your account was suspended. You also expressed concern with the customer service you experienced. You requested your service be restored.
  
  Our records indicate a $35.00 courtesy credit was issued on May 25, 2023, that restored your service.
  
  We strive to provide excellent service and we regret that your experience was unfavorable. Boost Mobile appreciates your business and we thank you for your continued loyalty.
  
  Sincerely,
  
  
  
  *******************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  **************************************************************** / ******* Better Business Bureau
                  ****************************************
                  ******, ** 80210
  
                  *********************

• Initial Complaint

  Date:05/11/2023

  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 was double charged for my bill on March 14th. When I contacted boost about this because it made me overdraw my account they told me there was nothing they could do to refund me because their system was down I contacted them several times before they were finally anole to refund me on march 31st! I explained the fees I was being charged as a direct result of their error and was assured that I would be made whole when they were able to refund me when I spoke to the lady on **** she informed me of this at that time I had incurred $45 in fees which she credited to my account and since the $5/day was still racking up when they were finally able to refund me then they would credit my account for the remainder I then spoke with another customer service rep later (not sure the date) and she instructed me to go to the nearest boost retail store that they could refund me I told her it was ************************************************ they could help so 1.5 hrs and 70 miles later I get a look like I was crazy when I got to the boost store so now Im out $30 in gas on top of still no refund when they finally were able to send the refund on march 31st. The total in fees I was charged was $115 and spent $30 and wasted 3 hours on the trip that they instructed me to make. Now when I talk to customer service they say well your account has already been credited they fail to comprehend that the $45 was the CV argues Id incurred to that date not until I was actually refunded so last Thursday I chatted with a person who understood what I was saying and assured me that I would finally get the $45 out bsck on my card account and that as soon as it did that they would put in the request for the $100 remaining that request never went in. I finally got a ticket # Sunday and was told ***** hours it has now been 96 hrs and nothing still. I voiced my concerns on their social media page about the lack of customer service and they blocked me instead of addressing them

  Business Response

  Date: 06/07/2023

  June 7, 2023
  
  
  
  *******************************
  ******************
  ******, ** 74058
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On May 23, 2023, we received your correspondence, dated May 11, 2023, filed with the Better Business Bureau.
  
  You said you were charged double in March of 2023, which caused you to incur overdraft fees, and you indicated that you were mistakenly informed to go to a store to get a refund. You claim that you were promised a $145.00 refund to cover the overdraft fees and the cost of gas to go to the store, which you have not received yet. You also expressed concern with the customer service you experienced.
  
  Our records indicate a $27.75 refund was processed on March 31, 2023, to cover the double payment.
  
  Unfortunately,your request for a $145.00 refund cannot be met. However, a $45.00 courtesy credit was issued on March 17, 2023, and I issued an additionally one-time $100.00 credit in the interest of customer service.
  
  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
                  *************************************350
                  ******, ** 80210
  
                  *********************

  Customer Answer

  Date: 06/11/2023

   
  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:05/11/2023

  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.

  In February 2023 I ordered a *** Card from Boost Mobile because I thought, based on their ******************* that the *** would work in my Laptop Computer, which is set up for cellular data connections. After receiving the *** and working with Boost Mobile Support, I found out that their *** Cards would not work in my laptop, so I told them I would be cancelling my account. I was refunded the amount I paid, at least that was what I was told. I was assured that they had cancelled my account and that I had nothing to worry about. They lied. I've been unable to check my bank account until recently due to health issues. Come to find out that I was still charged for the months of February, March, April and May for a total of $126.13. I called their customer support and they told me they could only refund the last payment of $25.23 and that I was out the rest, which left a balance of $100.90 which they basically stole from me. The *** card was never activated, never assigned to any device and never used for any talk, text or data. They wanted me to contact my bank to get my money back which would mean cancellation of my debit card and leaving me without a means to get at my money for 2 or more weeks while I waited for a replacement card and then I would have to go around to all my bill holders to change account information. This is uncalled for. They stole my money and I want it back. My Account Number is: ************. The number assigned to the account is: **************.

  Business Response

  Date: 06/06/2023

  June 6, 2023
   
  
  
  *******************************
  ********************** 3
  ***********, ** 66102
    
  Re:BBB Complaint #********
  206048808460 - *************
  
  Dear ****************:
  
  On May 23, 2023, we received your complaint, dated May 11, 2023, filed with the Better Business Bureau.
  
  You said that you were unable to activate Boost Mobile service, but you were charged for it.
  
  Our records indicate that you enrolled your plan on AutoPay, which has since been removed.
  
  You received two previous refunds, so I refunded the remaining two payments, totaling $50.47.  Please allow three to five business days for processing.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:05/11/2023

  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.

  Boost has wrongfully charged my Credit Card TWICE After I made my monthly payment already thru my Refill card. I had to report a dispute and thankfully my Bank resolved those issues. As of last night May 10th into today May 11, 2023, I've been trying to contact customer service from my cell to get my number transferred to another carrier and have been on hold for 1 Hour and transferred to 3 different departments and after the third transfer, they disconnected me! They did this intentionally when they asked me the reason I wanted to discontinue with their service, they literally disconnected the call. They're holding my cell number and refuse to release it! This is a no contract plan $40 a month. Boost mobile have been having MAJOR ISSUES Worldwide with their ************************ This is why they are offering ppl $25 unlimited. They're trying to redeem themselves of All of the evil Wrongdoing they have been doing. I've only had them for 4 Months and, they are the Absolute worst company that exists! You never ever can get through to anyone when you dial customer service. It literally took me one week to finally get my service connected with ZERO assistance from them. I finally was able to do it online myself. I Pray this company to very soon be out of Business!! The *** / President of Boost mobile is running a major Scam rooted in Greed!! This is the worst yet. There are many other problems I've experienced with these ppl but it will exceed the 500 characters I have remaining to type. Seek out other Cell phone carriers! You certainly Do Not want to get messed up and waste precious time with ignorant people!

  Business Response

  Date: 06/07/2023

  June 6, 2023
  
  
  
  Ms. *****************
  **, 20815
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************:
  
  On May 23, 2023,we received your complaint, dated May 11, 2023, filed with the Better Business Bureau.
  
  You stated that you were charged twice on your account. You mentioned that you disputed a payment through your bank. You requested that your phone number be released so that you can switch to another provider.
  
  Our records show that two separate accounts were activated under your name on February 11, 2023. Two payments were made on the unused account,and one refund was processed on February 11, 2023. I have submitted a request for a refund of the second payment. If this payment was already disputed through your bank, this refund will be rejected.
  
  Regarding your request for porting information for your phone number **************, the account number is ************ and the port out PIN is currently ******. Please be aware that port out PINs are changed on a regular basis to maintain security on the account. Our customer service department can provide port out PINs.
  
  I have unlocked the device with IMEI ***************. The device will need to access our servers to complete the unlock process,so please ensure the phone is powered on and connected to Wi-Fi with a SIM card inserted. Please allow up to 72 hours for this to process.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:05/11/2023

  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.

  I cancelled my service with Boost Mobile on 4/18/2023 and was supposed to get a refund of $57.00 because I had autopay. They never sent me the refund. I gave them a good 10 business days plus before I called and they transferred me 3x. The third person just hung up. I called back and had to wait an additional ***** minutes just to speak with someone. Then I am sure they would transfer me around once again. When I did speak to someone I gave them the Boost Mobile Ticket Number saying it was cancelled and refund requested. Tkt# *******. I just want my refund back.

  Business Response

  Date: 06/06/2023

  June 5, 2023
   
  
  
  ***********************
  *************************************************************************
    
  Re:BBB Complaint #********
  769978559933 - *************
  
  Dear **************:
  
  On May 23, 2023, we received your complaint, dated May 11, 2023, filed with the Better Business Bureau.
  
  You stated that your Boost Mobile service was disconnected on April 18, 2023. You were supposed to receive a refund of your ***** payment, as it was withdrawn via AutoPay. You requested that we provide a refund.
  
  Please be advised that AutoPay is a service offered by Boost Mobile that automatically debits your payment card of choice for your service monthly on your due date. As your account was still active and enrolled in AutoPay when the payment in question went through, we maintain that remains valid. Additionally, as Boost Mobiles Terms and Conditions state that all payments remitted to Boost Mobile are final and non-refundable, your refund request is respectfully declined. 
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:05/11/2023

  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've been with boost mobile since June of 2006 I pay $60 for unlimited data talk and text and 25gb of hotspot boost mobile had slowed my data down and shut off my hotspot and they want me to pay $25 more to restore my services I also have my 10year old a phone services with them and I pay $40 a month for unlimited talk and text and he hasn't been able to text nor receive text for 3 months after paying mine and his phone bill on the 27th of April 3 days later they turn his phone data off and said he used it all up and stated I needed to pay $25 more for his services too I had spoken with boost mobile over a week ago and they said they would get back with me in 72 hours it's been past 7 days

  Business Response

  Date: 06/06/2023

  June 5, 2023
  
  
  
  Mr. *********************************
  *************************
  ********, ** 43202
  
  Re:BBB Complaint #********
  487121532514 - *************
  
  Dear ******************:
  
  On May 23, 2023, we received your complaint, dated May 11, 2023, filed with the Better Business Bureau.
  
  You stated that you experienced changes in performance when using applications that require data usage. You also stated that your childs phone has been experiencing service issues.
  
  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. Please note that when adding additional data to your plan, this additional service requires additional payment.
  
  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. Wireless services cannot be regularly transmitted through concrete structures, such as buildings, basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls while indoors. 
  
  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. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such.
  
  Please note that our records show that your account is currently active, and consuming network resources as expected
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc: ****** / ******* Better Business Bureau
  ************************************************************** 80210
  
  *********************
  
  

  Customer Answer

  Date: 06/07/2023

  My son's phone is ********** I have been trying to have boost mobile fix his phone and they still haven't I paid his and mine on the 27th they took his money on the 28th of May and then they turn off his phone now all it does is call out and call in he can't do anything that involves mobile data in order for my son watch ******* or play games he has to login to wifi I had called many of times and they seem to not know what's wrong and I need help with him getting all his services back especially when I pay for it he don't receive texts nor can't send texts please I need help I'm done spending all this money for services that I'm not getting

  Business Response

  Date: 06/19/2023

  June 17, 2023
  
  
  
  Ms. *********************************
  *********************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On June 14, 2023, we received your rebuttal, dated June 13,2023, filed with the Better Business Bureau.
  
  You stated that your sons device only makes calls in and out, and you said that data and text services do not work.
  
  Our records show that this account has reached its monthly 4/5G data limit of 10 GB, and the additional 1 GB of add-on data. This data allotment will reset with your next billing period.
  
  As the device is able to make and receive calls, this tells us that the phone is connected to the Boost Mobile network, and consuming network resources as expected. Please reach out to your devices manufacturer directly with further issues related to the devices performance.
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 06/27/2023

  I have spoken to a boost rep and my son's phone hasn't been fixed yet I don't know what they are saying but I can bring it into you guys and you can see for yourselves it only works when he is around wifi they take my monthly money then 3 days later turns his phone off including my hotspot on my phone I spend 2 hours on the phone with them trying to get it fix only reason why everything is working right now is cause he is in a house that has internet but once we leave that home his phone is off he can only receive calls and calls out there is no way he can use his mobile data up while using WiFi I've been with boost since 2006 and my son as been with them since 2020 so I know how it works but if this isn't going to be fix them I'm taking my business somewhere else and seeing if I can get a lawyer cause no one seems to wanna help me with this issue 

• Initial Complaint

  Date:05/11/2023

  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 March 28th (the same date my Autopayment went through for this months service) I received a strange text message from someone claiming to have access to my account as shown in the the screenshots. Boost without my authorization added a random persons email and gave them access to my account which includes my address, name and credit card information undermining my security. I angrily contacted boost immediately and they told me "oops were sorry" and within less than 30 mins completely shut off my services. After exhausting all my options of calling and through chat They told me I needed a replacement SIM card. They opened up a ticket to send me a new one which I never received. I had to open up two more tickets to get a new sim which I also didn't receive. Thats three times and three separate times they "attempted" to send me a new SIM. Today April 14th 2023 I attempted to get a refund for the month of service which I have not received and still do not have, to no avail. I have tried filing an FCC complaint and it says my phone number is not available despite them telling me my account is "Active"

  Business Response

  Date: 06/05/2023

  June 5, 2023
  
  
  
  Mr. *********************
  87 *********., Apt. 1
  *********, ** 10594
  
  Re:BBB Complaint #********
  479314880979 - *************
  
  Dear ******************:
  
  On May 23, 2023, we received your complaint, dated May 11, 2023, filed with the Better Business Bureau.
  
  You stated that you received a text message stating that someone accessed your Boost Mobile account and added an email address. You stated that they were also able to access your personally identifiable information. You requested that we issue a refund for your last month of service.
  
  Please be advised that our records show that the email address associated with your account is the same as the email associated with your complaint. We show no record that this information has been changed recently. However, we strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be utilized to improve our customers' experience.
  
  Please note that as your service was suspended when your device was placed on the lost/stolen list, and that as the Boost Mobile terms and conditions specifically state that all payments made to Boost Mobile are final and non-refundable, your refund request is respectfully declined.
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc: ****** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:05/11/2023

  Type:Sales and Advertising 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 May 10, 2023, (around 1:27 AM), I activated a second line/phone via eSIM with Boost Infinite. When I went to view my bill, I quickly noticed I was double charged $25 for Line 2. After my having seen that double charge of $25, I immediately contacted Boost Infinite via chat, and the representatives I had chatted with told me all sorts of things that didn't make any sense, such as start day 0, billing cycles, and something about the billing month of the last month is the full month of the next month, and other such illogical nonsense. All I know is that I activated the line on May 10, Boost Infinite has the activation dated on 05/09/2023. My bill period is 05/10/2023 - 06/10/2023. Therefore, Boost Infinite is double charging me for two months when I only had the line for one day. I would like to be refunded the $25.

  Business Response

  Date: 06/05/2023

  June 2, 2023
  
  
  
  ***********************
  ***************************************************************************************************
  
  Re:BBB Complaint #********
  705529778502 - *************
  
  Dear ****************:
  
  On May 12, 2023, we received your complaint, dated May 11, 2023, filed with the Better Business Bureau.
  
  You stated that on May 10, 2023, you activated a second line on your Boost Infinite account. You indicated that your bill was showing two charges of $25.00 for the second line. You mentioned you were informed that this was due to adding the line during the previous billing cycle. You requested a billing adjustment.
  
  Our records indicate that you were issued a credit of $25.85 on May 11, 2023.
  
  We respectfully decline your request for a billing adjustment as a credit was previously provided to resolve your concern.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Infinite  
  
  ********** / ******* Better Business Bureau
  ********************************************************************
  
  *********************
  
  

  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:05/11/2023

  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 was sent a text from boost with an offer to buy a sim card and upgrade my account to a new $25 unlimited plan. After getting the sim card boost refused to complete the activation resulting in me having two accounts with the same phone number. One account is forcing me to pay $50 monthly while my other account has the correct billing info of $25 but is inactive because boost will not fix the issue. Recently my plan was changed to $25 monthly but this does not fix the issue with my account not being properly activated on my new sim card nor does is compensate me for the $175 extra I've paid for service that only works at home on my WiFi. I have recordings of boost representatives refusing to help me, even hanging up in my face. I've been a customer for over a decade and I can't believe the way I've been treated and the way this issue has been handled.

  Business Response

  Date: 06/06/2023

  June 5, 2023
  
  
  
  Ms. ****************
  ********************
  ************, ** 49037
  
  Re:BBB Complaint #********
  667575997342 - *************
  
  Dear Ms. **************** May 23, 2023, we received your complaint, dated May 11, 2023, filed with the Better Business Bureau.
  
  You stated that you signed up for a new unlimited service plan under a promotion that would provide service at $25.00 per month. You stated that you now have one account that is on our $50.00 per month plan and another that is on the ************ plan, but it is not active. You requested that we provide service at $25.00 per month.
  
  Please be advised that our records show your service line has been placed on the $25.00 per month unlimited plan. The service line is active and consuming network resources as expected.
  
  As a courtesy, I have applied credits totaling $150.00 for your overpayment of $25.00 per month since December 2022. Please allow ********************************************* your Boost Mobile account balance.
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  ********************************************************************
  
  *********************
  
  

• Initial Complaint

  Date:05/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I recently attempted to port my mobile phone number from Boost Mobile to T-mobile. In order to port a number successfully, the new carrier needs an account number and a pin number in order to port from the old carrier. Boost mobile refuses to provide the necessary information to complete the number port. They are in violation of FCC laws. My hope is that they will provide the appropriate information in order to complete the number port.

  Business Response

  Date: 06/07/2023

  June 6, 2023
  
  
  
  *****************************
  *********************** 1
  *******, ** 30314
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On May 11, 2023, we received your complaint, dated May 10,2023, filed with the Better Business Bureau.
  
  You said Boost Mobile is refusing to provide you with your account number and port out PIN.
  
  A review of your ******************** account indicates this issue was addressed on a ********************************* complaint on May 1, 2023.Your account is disconnected and the number shows it was successfully ported out.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************