Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

Customer Complaints Summary

4,964 total complaints in the last 3 years.
1,520 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:05/10/2023
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.
Was supposed to receive a rebate for $200 upon purchasing a cell phone and making 3 on time payments. Made 5 payments...no refund. In February I was assured it was on the way. It wasn't. Today, I was given every excuse possible for why they hadn't sent it. The promotion that I bought my phone under is no longer going, the store didn't register the refund (they did), keep checking my email....lots of excuses, no $200.
Business Response
Date: 06/07/2023
June 7, 2023

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

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

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

On May 23, 2023,we received your complaint, dated May 10, 2023, filed with the Better Business Bureau.

You stated that you signed up with Boost Mobile under an offer to receive a $200.00 electronic gift card after activating the service and making three on-time payments. You stated that you met all the requirements of the promotion, but you have not yet received the gift card.

My attempt to contact you at ************* was unsuccessful. I left a message stating that I will work with you and our back office teams to resolve the issue with the gift card. I also sent an email to ****************************** with my contact information.

Sincerely,

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

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

                *********************
Initial Complaint
Date:05/10/2023
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 have been with Boost Mobile for 2+ yrs. My plan was 3 lines for $100 it included unlimited talk, text, high speed data 30gb Hotspot. On April 30th I ordered a new phone off the Boost mobile website. On May 1st I discovered they had changed my plan to unlimited talk, text 35gb data and 12gb Hotspot without even conferring with me as to if I would want to remain with Boost. I then called to see what was going on and informed them I no longer wanted the phone I purchased. They told me that the system was updating and to call back. After calling several times and trying to find out how to return the phone I finally spoke to somebody today and she says I can't return the phone that it's been 10 days, I had to return it with in 7. I told her I had been trying to. The bottom line is I have a phone I can't use because they have changed companies. They transferred my account to a new company and put me on a different plan. I want to either be able to return this phone or have the same plan I had signed up for.
Business Response
Date: 06/06/2023
June 6, 2023

Ms. ***************************
*********************************** 615
********, ** 61364

Re:BBB Complaint # ********
791510787030 - *************

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

On May 10, 2023, we received your complaint, dated May 10, 2023, filed with the Better Business Bureau.

You stated that you have three lines on your account for $100.00 per month to include unlimited talk, text, data, and 30 GB of hotspot. You mentioned that on April 30, 2023, you ordered a new phone, but when you discovered your plan changed to unlimited talk and text, 35 GB of data, and 12 GB of hotspot data, you requested to return the phone, but you were informed the systems were down. You said that when you called back, you were told you were outside the window to return the phone. You requested that the plan be changed back to what it was before or that you to be allowed to return the phone.

Our records indicate that prior to the migration, your plan included unlimited talk and text, 35 GB of data, and 30 GB of hotspot data, which was drawn from your plan data of 35 GB. The plan after the migration included unlimited talk and text, 35 GB of data, and 12 GB of hotspot data. This change gives more data, as the hotspot is no longer drawn from the plan data.

In regards to the phone, it was purchased on April 30, 2023, and the return attempt was on May 10, 2023. The attempt to return the phone was done outside of our seven-day return policy. We respectfully decline your request to return the phone.

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: 06/08/2023

Complaint: 20043632

I am rejecting this response because:
I had tried to return the phone prior to even receiving it in the main. I spoke to somebody daily trying to return the phone and was told that they were unable to access the purchase due to the system being updated. I no longer wish to remain with Boost if they aren't willing to refund me the price of the phone they could at the least unlock it so I can use it on another service. I was told I am not able to do this until the phone has been on the boost plan for 12 months. I don't want to remain with them but they are locking me into there service by refusing to either unlock my phone or let me return it.If they unlock it I will be satisfied.
Sincerely,

***************************
Business Response
Date: 06/19/2023
June 14, 2023

Ms. ***************************
*************************************************, 615
********, ** 61364

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

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

On June 14, 2023, we received your rebuttal, dated June 13,2023, filed with the Better Business Bureau.

You stated you are rejecting our response, as you claim you attempted to cancel your order prior to receiving the phone in the mail. You said you were told customer service was unable to access the order due to the systems being updated. You either want to return the phone for a refund or have it unlocked.

The calls that took place in April 2023 and May 2023 were reviewed. You were not informed at any point that the systems were being updated. On May 3, 2023, you contacted customer service to inquire about your data being capped for the hotspot. During this call, you asked that if you changed service would you be able to return the phone. You were informed you only had seven days from the date of purchase to return it. On May 9, 2023, you called again regarding the data and plan change; however, during this call no mention of returning the phone took place. It was not until May 10, 2023, that you requested the phone be returned. During that call, you were informed you were outside the seven-day return window.

As no request to return the phone was received prior to May 10, 2023, we respectfully decline you returning it for a refund.

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

As your device has not been active for at least 12 months,we respectfully decline your request to unlock it.

Sincerely,

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

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

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

Complaint: 20043632

I am rejecting this response
I called every day and also tried text messaging through the boost chat service. Each time when I reached somebody and I told them I wanted to return the phone if I could not get the plan I had. I was told they could not access the purchase then I'd inquire about why my service had changed response was the same they could not access or change anything. To call back! So I continued to call back. They may not have used the phrase system update but system change or something to that effect and they could not access the purchase to tell me anything. If you have access to the calls the first woman I spoke to on May 3rd stated I would be able to get the phone unlocked if I decided to not stay with Boost. She also stated I had 7 to 10 days. If I'm wrong about any of the above information in that call I'd like to have a copy. On my call for the 9th I was still with in the 7 day return I did request info to return the phone and was told they couldn't access my purchase. They said the same thing on the 10th only thing this time was that they finally transferred me to the correct Boost (Boost Legacy) but now it was the 7th day.
To end this response I just want to say that I have been a customer of ********************** for a while I had never had any problems with customer service until now. I am just wondering if Boost One is so hard up to keep me as a customer that you refuse to unlock a phone so I have to stay with your service. Also we live on a fixed income from disability. This is why I can't just buy a $110 phone and not be able to use it. Maybe posting this on social media might work better. Because obviously this isn't helping.
***************************
Sincerely,

Customer Answer
Date: 07/06/2023

Complaint: 20043632

I am rejecting this response because: After sending in my last response to the above complaint I found on the Boost Mobile website that the return policy is not 7 days like everyone I talked to said. It is 10 days and had the person told me the correct amount of days I would have returned the phone that day. Also, in the last response from Boost they claimed to have recordings of the conversations between me and the agents. I asked to have access to them since Boost claimed I never mentioned wanting to return the phone (which I had each time). The bottom line of the issue is that they verbally told me I had only 7 days to return the phone when in their legal policy it states 10 days. I was unable to access the website during the 1st week of May due to them changing over the system to the "New" Boost one mobile service. Unfortunately I am not the only one with complaints about Boosts customer service since the change over. I am not sure what can be done about Boosts service changing everyone's plans without notice, refusal to honor and lie about returns. Now they are claiming to provide *** free for 6mos but will not tell you how to claim it other than to "go to your local boost store". My local Boost is over an hours drive. To me they're running a fraudulent scam to get people into their stores. This way owners who are independent will keep from closing due to the fact that Boost doesn't keep up their end of the franchise so the owners close down the stores.
In closing of this email. I would appreciate it if you know of any action by any government entity that could investigate Boost Mobiles practices to keep them from cheating out more customers of their money.
I would also like to continue my complaint and have them unlock the phone I purchased and was lied to about being able to return. My first inquiry for return was well within the timeliness of 10 days as well as the last phone call that specifically asked how to return the phone.
I am including a screenshot of the web page I found under the legal link. As I said earlier the website was down during the system change and there were many complaints as to this at the time.

Sincerely,

***************************
Business Response
Date: 07/18/2023
July 14, 2023

Ms. ***************************
*************************************************, 615
********, ** 61364

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

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

On July 14, 2023, we received your rebuttal, dated July 13,2023, filed with the Better Business Bureau.

You rejected our response, as you said the Boost Mobile website indicates you have ten days to return your device. You also want a copy of the call recordings. In addition, you stated Boost Mobile is now offering ***** but you disputed how to redeem the offer, as you have to visit a store and the closest one is over an hour away. Furthermore, you requested your device be unlocked.

Boost Mobiles return policy under the old Legacy system was only seven days. Your order occurred prior to your account being migrating to Boost Mobiles new platform. Phones purchased on the New Boost Mobile platform have a ten-day return window, as you observed.

If you would like a copy of your call records, you must obtain a subpoena. Please visit ********************************************************************************* for more information.

If you do not feel like going to your closest store to take advantage of the **** offer, that choice is yours; however, you have been advised this can only be redeemed in store. We regret that you do not agree.

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

As an exception, your unlock request has been granted;please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile SIM card is inserted.

Sincerely,

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

cc:           ****** /******* Better Business Bureau
                **************************************
                ******,** 80210
Customer Answer
Date: 07/29/2023

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 LONG AS THE ***** IS UNLOCKED! I am satisfied.
However, I purchased the phone the day before the Boost switch. This was a Sunday. Boost switched on Monday. The new Boost one would have processed the order. The bottom line on this issue is that your customer service isn't customer friendly and you are losing customers. Three people that I had told to subscribe to Boost back when I signed up have now left your service and I will be too.
Sincerely,

***************************
Initial Complaint
Date:05/10/2023
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.
Have contacted Boost Corporate 3 months ago ,No reponse Boost Mobile cuts my cell phone off 3 days before end of term, no message. I cannot Use a Boost Mobile Card to add money/pay my cell phone account on my own. I have to call a Boost mobile supervisor, who in turn sends me to an Boost escalation supervisor and then they use my newly purchased reboost card with PIN, and finally my cell phone is activated. This is repeated for last 4 months???I am a Black Senior, and have been receiving harassing messages from Boost Mobile for the past 3 months. Messages like Oh No! youve dialed a restricted number on your Boost Mobile phone, If you continue to call numbers containing recordings and chat lines, your account may be permanently suspended by Boost Another Harassing message that I receive on my cell phone for the last 3 months is Your Reboost card will not support reuse. Please return to purchase a new card each month. We apologize for this inconvenience. Why am I receiving such a message.Why am I being singled out an discriminated against for my usage of Boost Mobile cell phone service? Why can I not use a reboost card like I was doing 4 months ago? Why am I singled out for repeated supervisory calls to get my phone turned on? None of this was happening 4-5 months ago, why now for the past 3 months? . I would like to pay with a reboost card on my own at the end of the month like I normally did, and like other patrons of Boost Mobile, be treated equal, and with respect and courtesy. Please look into these most recent ongoing problems I am having with my Boost Mobile Account. Thank You, ***********************************, ************** home, ************** Cell **********************
Business Response
Date: 06/06/2023
June 5, 2023

***************************************
14940 *********.
*************, ** 20906

Re:BBB Complaint #********
307419722650 - *************

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

On May 23, 2023, we received your correspondence, dated May 10, 2023, filed with the Better Business Bureau.

You stated that you are unable to use a Re-Boost card to add funds to your Boost Mobile account. In addition, you mentioned that your phone is sending you insulting text messages. You requested that we allow you to use a Re-Boost card to add funds to your account.

As I previously advised you via your complaint filed with the ********************************** you are unable to use a Re-Boost card after the expiration date, as it is no longer valid. You can purchase a rechargeable Re-Boost card (this type of card will say rechargeable on the front), call the number on the back and follow the prompts to associate the card to your Boost Mobile phone number.

The messages that you reference are courtesy texts from Boost Mobile providing important account information, when deemed necessary. We regret any inconvenience this may have caused.

Sincerely,

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

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

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

Customer Answer
Date: 06/06/2023

Complaint: 20043087

I am rejecting this response because: Boost Mobile, has added to this complaint by sending crazy messages regarding
chat lines and recordings, and restricted numbers??? I am a senior black woman, and never ever used a chat line, never ever used or listen to recordings, Don't even know how to? Nor ever call restricted numbers. I have a hearing aid, I use my phone to talk to my children, grandchildren, my doctors. I use the phone to often adjust my hearing aid.
They, Boost Mobile have SUSPENDED my phone. Cut me off for a violation that someone else is responsible for, Not Me??? My phone text says "Your phone will be permanently suspended"!!!~ Absurd! Recently paid, Boost took my money and now cut me off...no phone service? For What?
Again, harassing text messages from Boost Mobile, with lies, and trumped up phony charges. I have recently paid my phone charge close to two weeks ago, and now they Cut Me Off????? Please turn my phone back on, I need it for my doctors local communications. Please Stop This Harassment of a Senior citizen. This is not nice, and it is not funny. Look into what your people are doing. I have not even received a confirmation text of my last 5 payments?
Regards ***********************************

Sincerely,

***********************************
Business Response
Date: 06/15/2023
June 14, 2023

***************************************
14940 *********.
*************, ** 20906

Re:BBB Complaint #********
307419722650 - *************

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

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

You said that your account was disconnected without your authorization even though payment was made. You requested it be reactivated.

A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy, please visit *************************************************************************************************.

For any additional further concerns regarding this issue, please email ***********************************.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 06/21/2023

Complaint: 20043087

I am rejecting this response because: 0621/2023 I ***********************************, have not violated any Boost Mobile agreements on usage . I did not chat on any lines nor do I know how. I call children and grands and relatives and church members Only. So this is BOOST Mobiles way of stealing my 8 year old cell phone number. I called the ************** and the Boost Mobile customer service and supervisors, again and again, and they fail to let me know what restricted numbers or chat lines that I am accused of using?? Because there is none!!. This is no way to treat a long term customer a 73 yr old senior Black woman.
It took a lot for the escalation team to get my cell phone number back when it was originally stolen! Now you the General Manager should not simply dismiss the unwarranted Suspension of my cell Phone number. Instead you should track down the thieves working in your administration??
I want my cell phone activated because I have paid for it and need to use it. My hearing aid has an adjustment on it, and my pharmacy and doctors connect with me on my cell phone. This is my third time asking you to restore my cell phone number and stop certain people on your staff from harassing me. You should be working on my behalf, not against me based on lies from certain people on your staff. No Proof. Please restore my cell phone number. Thanks *********************************; **************

Sincerely,

***********************************
Business Response
Date: 07/05/2023
June 27, 2023

***************************************
*************************
*************, ** 20906

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

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

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

You maintain that your account was disconnected without your authorization, and you did not violate any Boost Mobile terms and conditions.You requested it be reactivated and further explanation of your violation.

As I have repeatedly advised you, a review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy, please visit *************************************************************************************************.

Your request to restore this service line is denied. If you wish to dispute this cancellation, please email ************************************

Sincerely,

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

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

                *********************
Customer Answer
Date: 07/13/2023

Complaint: 20043087

I am rejecting this response because: ********************************** has not submitted my complaint to his General Manager. He does not have a shred of evidence nor has he given me any evidence of chat line calls or any policy violations?? He has no sitings of any Boost Mobile Violations. Therefore, ********************* is in violation of Boost Mobile ***************** by virtue of canceling my cell phone service. I am a Black senior citizen and have every right to my cell phone service that I have paid for. Please escalate this ongoing complaint to responsible persons General Managers of Dish that ********************** answers to. There is no proof of any Boost Mobile violations anywhere. These are trumped up accusations made up from ********************** and staff.
I maintain that I have not violated any policy that Boost Mobile has. Please have a General Manager Investigate ********************** for discrimination against me.
Sincerely,

***********************************
**************
Initial Complaint
Date:05/10/2023
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.
So I upgraded my plan from the 35 dollar one to the 60 unlimited when doing so my service was shut off every time I make a call my call gets diverted to a message saying my balance is to low please make a playment , and have called in regarding this every day since the 4th of may getting several deferent answers like Ive already used my data and have to wait until June 1 or June 6th plus my phone number was unauthorized and changed from ********** witch I want back because all other accounts are linked to that number iam extremely unhappy if you need to get in contact with me my number is my wife number her name is ***** at ********** now the customer agent trying to force trouble shooting steps every day since the 4th of may and nothing is working my wife cant even call me if there is an emergency nor can my boss get of hold of my telling me I have to get my phone working or Ill be wrote up
Business Response
Date: 06/06/2023
June 6, 2023

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

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

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

On May 23, 2023, we received your complaint, dated May 10, 2023, filed with the Better Business Bureau.

You stated that the phone number on your account was changed to ************** without your permission. You also mentioned that your service is not working. You mentioned that other people are not able to contact you at **************. You requested that your old phone number be restored and that you be given free service for two years.

The account under the phone number ************** has an iPad Mini 3 listed as the device. If this account is supposed to have a cell phone listed, please contact our customer service department to correct the device information on the account. If the phone number on the account was changed, we apologize for any inconvenience this may have caused. However, no compensation will be given for this issue.

Sincerely,

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

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

*********************
Initial Complaint
Date:05/10/2023
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 had 2 extra payments stolen from me for my bill in the month of March as attached , I was told i owed 3 cent while on an hour call with your company after a payment was auto drafted (3 days AFTER i received an email stating my account was suspended) on 5/10 the account still showed suspended when i logged into my account . An employee adv the payment was taken in March for the month of April and she stated she didnt see a payment for the month of April when the attached picture shows otherwise. as im on the phone with the supervisor im noticing other fraudulent activity that i was not discussed about during this call (attachments added) also train your employees on how to check in with their customer while on hold , ive been on the phone for almost 2 hours and was only checked on twice!!!
Business Response
Date: 06/06/2023
June 6, 2023

Ms. ****** High
*****************************************************************************

Re:BBB Complaint #********
478141267532 - *************

Dear Ms. *************** May 23, 2023, we received your correspondence, dated May 10, 2023, filed with the Better Business Bureau.

You said you were charged twice without your consent in March and April 2023. You also expressed concern with the customer service you experienced. You requested compensation.

Our records indicate two $41.23 payments were taken on March 8, 2023. These payments covered service between March 8, 2023, and May 8, 2023. No payment was taken in April of 2023. An automatic payment was attempted on May 8, 2023, but failed causing your account to be suspended. When you spoke with a Boost Mobile agent on May 10, 2023, a $1.00 credit was issued and a $41.14 payment was made to restore service.

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. Unfortunately, your request for compensation cannot be met.

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.

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

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

Customer Answer
Date: 06/06/2023

Complaint: 20041571

I am rejecting this response because: Complaint: 20041571

I am rejecting this response because: did you just admit to charging my card without notice or consent ? Thank you for your rationale. I will be taking this higher than the BBB and will be filing a formal complaint through my state attorney generals office. I work with these types of complaints at my work everyday and know how far this can be taken and have an excellent knowledge of regulatory laws. Thank you for your response !

Sincerely,

Sincerely,

Deasia High
Initial Complaint
Date:05/10/2023
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.
(1) January 2023, the new Boost Mobile payment website does not have an option to opt out of storing a credit card when making credit card payments online. At first, there appears to be a checkbox to toggle the "store my credit card" option, but the ability to click it has been disabled. I called Boost Mobile and notified then off this coding "error".As a web designer/front-end web developer, I inspected the webpage's code in the browser to see if I could toggle it from the back-end. Make no mistake, the ability to change the checkbox does not exist. No code, no script. This is called 'dark UX practices'.(2) I switched to using Boost Mobile prepaid card(s) that I bought at a grocery store. After receiving a text message from ***** noting my service would expire on 02/17/23, I loaded two months of payments ($100 USD) onto one card and used the code 02/21/2023. Boost Mobile's website hides the fact that payment was made via that method after using the activation code on the payment site. Then Boost Mobile moved my payment due date from the 22nd of the month to the 5th of the following month. This allowed them to "absorb" the second month's payment early. My actual due dates were supposed to be 02/22 and 03/22 and 04/22.Later, I received a text message on 03/31/23 from Boost Mobile (*****) telling me another payment was due 04/05/23. I called Boost Mobile that same day and reminded them that their pre-paid cards are on a 30-day cycle and that they had not provided 60-days of service, which is what I paid for in advance. 04/04/23, I received the same prompt that a payment was due.
Business Response
Date: 06/06/2023

June 6, 2023

*********************************
15313 *******************.
*********, ** 20850

Re:BBB Complaint #********
153268715019 - *************

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

On May 23, 2023, we received your complaint, dated May 10, 2023, filed with the Better Business Bureau.

You said you made a $100.00 payment towards your Boost Mobile prepaid card at your local grocery store. You indicated that you used the balance from your prepaid card towards your Boost Mobile account. However, you mentioned the $100.00 credit balance was used without your consent, and it was not used towards your normal monthly service. You expressed concern with the customer service you experienced and you expressed dissatisfaction with Boost Mobile's payment website.

A $100.00 credit has been issued towards your account in the interest of customer service.

We appreciate your feedback and your concerns will be utilized to improve our customers' interactions with our agents. Boost Mobile appreciates your business and we thank you for your continued loyalty.

Sincerely,

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

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

*********************
Initial Complaint
Date:05/10/2023
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 transferred the number to BoostMobile on 11/27/2022, and there was a Black Friday discount ($50/month after paying the third month's fee, there will be a $200 rebate , but I haven't got my cash rebate until today, and the problem has not been resolved after calling customer service and i go to the store for help, but no one can solve the problem
Business Response
Date: 06/05/2023
June 5, 2023

***********************
2 *************.
********, ** 10002

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

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

On May 23, 2023, we received your complaint, dated May 10,2023, filed with the Better Business Bureau.

You said that you transferred to Boost Mobile due to the Black Friday special that offered a $200.00 eCard. You added that you received your cash rebate today,indicating that you have received it.

Our records show that your account is suspended due to nonpayment and there have been no payments made in recent months. Therefore, based on the aforementioned payment history and your statement that you have received the eCard, no further action needs to be taken.

Sincerely,

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

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

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

Customer Answer
Date: 06/09/2023

Complaint: ********

I am rejecting this response because: Hi, I'm ****** ** complaint #********. I still contacting *****, but the calls keep going to voicemail. Is there any other way to contact *****? Is it possible to reach him by email?

Sincerely,

*******************
Customer Answer
Date: 06/18/2023
Hi, thank you for your reply, Until today, I still have not received the cash refund.
I contacted Boost Mobile, They told me to contact incommincentives.com for cashback,
but incommincentives doesn't have my information in the system
I think this is a mistake of Boost Mobile
I opened an account on 11/27/2022 and met the requirements. I have paid for three months now, but I have not seen the $200 gift card to my email

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

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

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

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

On June 28, 2023, we received your rebuttal, dated June 22,2023, filed with the Better Business Bureau.

You said you have not received the $200.00 eCard offered for opening a Boost Mobile account.

This specific promotion required three payments to be made to your Boost Mobile account by February 28, 2023. A review of your account records shows that it is currently suspended because no payments have been made. Therefore, you do not qualify for the referenced eCard.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 07/18/2023
??
:20040149

??????,??:I have paid my bill 3 times before 02/28/2023, please check my invoice

??,

*******************
Business Response
Date: 08/04/2023
August 4, 2023

***********************
2 *************.
********, ** 10002

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

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

On July 28, 2023, we received your rebuttal, dated July 28,2023, filed with the Better Business Bureau.

You said our records indicate that you did not meet the three-payment requirement to receive the gift card; however, you disputed this and provided documentation to support your claim.

As two of the three receipts you provided are from Boost Mobile retail stores, the stores must research their records independently; therefore, this process is more time consuming than generally required.

I can assure that we will be as thorough as necessary to ensure we arrive at a mutually beneficial resolution. We appreciate your patience in this matter.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 08/10/2023
I have provided all the evidence to Boost, but the problem is still not resolved. *************************************** has been communicating with me, and I have provided him with my account number, safe Pin, and evidence that the number has been transferred to Boost, and my three payments. Invoice, I don't know what else is needed to prove I am eligible for cashback
Business Response
Date: 08/30/2023
August 28, 2023

***********************
2 *************.
********, ** 10002

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

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

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

You said the issue is still not resolved.

A review of our records shows that the $200.00 check, in lieu of the eCard, was sent to ***** ********., Flushing, ** *****; however, is has not been cashed. Therefore, a stop payment has been placed on it and a replacement will be issued. Please allow up to 15 days for processing.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 09/04/2023
I have not received a check from Boost in the mail, Boost has stopped payments and will issue a replacement. I am now waiting for the second check
Initial Complaint
Date:05/10/2023
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.
Payed for a months service on April 24th. Woke up on May 7th to my account suspended due to non payment (even though the payment was set up and extracted with autopay). Called customer service to be told that with the new system updates the can no longer see prior payment history and transactions, therefore I am required to make the payment again to have my service reactivated. So, I payed for a months service and received about 2 weeks of it before being required to pay again for a full month's service. I told them this was absurd and have spent 3 days on the phone being transferred to multiple departments, disconnected, and told no one has the authority to reconnect the service until the bill is payed. I was even offered a $10 voucher to be credited to my account. Why would I want $10...to pay towards money I don't owe. I was initially told this was a system update issue and my service would be restored within 24hours. However, 3 days later I am being told I need to make the payment and my service is still suspended.
Business Response
Date: 06/05/2023
June 2, 2023

Tyne North
************************************** 106
************** 20016

Re:BBB Complaint #********
590756623446 - *************

Dear Tyne North:

On May 11, 2023, we received your complaint, dated May 10, 2023, filed with the Better Business Bureau.

You stated that on April 24, 2023, you made a payment, but on May 7, 2023, your service was interrupted. You said you were told your account was migrated to the new billing system and the agents were unable to see any previous payments. You mentioned that you were told another payment would need to be made to restore service. You requested a billing adjustment.

Our records indicate that on May 10, 2023, a credit of $35.00 was added to your account. This credit successfully restored your service.

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

*********************
Initial Complaint
Date:05/10/2023
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.
Since February 9th, 2023, when Boost merged with DISH, I've had a serious issue..explanation..No VISUAL VOICEMAILS DOWNLOADED...as per expected.I've been a Boost customer 10+years, never an issue with anything. Now I can't get Voicemails that are Visual Voicemails to download. This is vital as I have a disabled teen that has a brain malfunction and doctors contact is often and vital.I cant be calling into the Voicemails all day long to see when and who called. This has become a serious health related issue as medication was changed, increased or modified for her. I also have serious medical issues and need to see immediately if I missed a vital call.Besides this, I lost an assignment because I didn't know it was called in. So now I lost money.My teen needs 24/7 care and I do not have time to call in to see who has called. My phone is a mobile device and I don't walk around with it in my hand all day.Before Dish took over Boost there was no voicemail download problem. I see many dissatisfied customers, so it's not just me. The techs are ill trained, don't have tech experience and don't know what to do to fix this. After numerous calls an order was supposedly sent for the tech experts to fix the voicemail problem and to get back to me. I reported this was a Medical Neccesity to have it working properly. Nobody called or texted me. Issue still not working nor fixed..last call was 2 weeks ago. The problem has been ongoing since February 2023..3 months.This is Unacceptable and Irresponsible on Boost's end. So many have complained that they Must end their DISH involvement with Visual Voicemail, for its expected many customers have left Boost, me being one. All wS perfect the way it was. Techs who have no understanding of technical issues, and No callbacks are Disrespectful toward us.In my case it was dangerous,still is,and cost me a job I needed. Whatever they screwed up with DISH, is not my doing. I want money refunded from Feb-- May 2023./3 months at $42= $126 now
Business Response
Date: 06/05/2023
June 5, 2023

************************************
1003 School St.
************, ** 28540

Re:BBB Complaint #********
400474473221 - *************

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

On May 23, 2023, we received your complaint, dated *** 10, 2023, filed with the Better Business Bureau.

You said that since Boost Mobile merged with DISH Network on February 9, 2023, you have not had visual voicemail. You requested a refund for payments you made from February 2023 through May 2023.

DISH Network acquired Boost Mobile on July 1, 2021. On February 10, 2023, your account was migrated from the old platform to the new platform. Our records show that Boost Mobiles visual voicemail has been active for all accounts without interruption. Please be sure that you have the Boost Visual Voicemail application installed and activated on your ******* Galaxy A23 5G. In addition, our records show that you have had continuous, uninterrupted service as well; therefore, your request for a refund is not granted.

Sincerely,

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

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

*****************************
Initial Complaint
Date:05/09/2023
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 have lost the ability to send texts to other Android phones for phone number ************ immediately after the plan was moved to ************* I can text to I-phone devices with no issues.A polite customer service agent did their best to assist but was not able to help me. The customer service agent then transferred me to advanced customer service but no one picked up within a reasonable amount of time. I called back and was then advised by an unwilling customer service agent that I would not be able to speak to a manager for 40 minutes. The customer service agent then cited that it would be impossible for me to speak to a manager at all because managers were no longer available. He then gaslighted me for hanging up and not waiting for advanced technical support which by his own admission would have been closed anyways.
Business Response
Date: 06/05/2023
June 5, 2023

Mr. **** De *****
**********************************
Spotsylvania, ** 22551

Re:BBB Complaint #********
862638837081 - *************

Dear Mr. ************************ May 10, 2023, we received your complaint, dated May 9, 2023, filed with the Better Business Bureau.

You said you lost the ability to text android phones after your plan was moved to DISH services. You stated that you have been unable to resolve the issue with customer support, and they would not escalate your issue.

On February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. Because of this incident, some of our customers are having trouble reaching our service desks, accessing their accounts, and making payments.

A review of your Boost Mobile account indicates that we migrated your account from the Sprint Legacy system to our new Boost Mobile system. The network did not change and we encourage you to contact customer support and continue to troubleshoot your device 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. 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.

In the interest of customer service, I issued a one-time $25.00 credit to your Boost Mobile account. We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 06/05/2023

Complaint: 20040405

I am rejecting this response because:
I have already contacted customer service and they have not been able to assist. Continuing to contact the same representatives over and over will result in the same level of dissatisfaction.
Please be advised that 2 additional issues have arisen since my complaint has been initiated.
Since The BBB has a tendency to close unresolved issues such as this one prematurely in favor of the company and since there are now 3 complaints, I have filed 3 individual complaints with the *** at the advice of an Attorney. Please be sure to expect/look up those complaints.
I would be happy to speak with you to get the issues resolved but it appears that you would rather take your chances with me as a customer and put me back on the phone to waste hours with incapable (at best) customer service.
Please be advised that some of my complaints arise to violation(s) of law.
As such, I have retained counsel for the issues and if left unaddressed it will only be a matter of time before you are hearing from them.
Picking up the phone and leaving a voicemail with complete/direct contact information would be mutually beneficial.
Small issues snowball into much larger issues when left unaddressed.
Sincerely,

**** De *****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Boost Mobile is NOT a BBB Accredited Business.