Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

4,963 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:05/05/2023
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 a loyal Boost Mobile customer for my business phone since 2012, for over 11 years. I've had countless problems with Boost Mobile but not wanting to deal with the hassle of switching providers I put up with it. This past April 10th 2023 I received a message from Boost that one of my phone numbers was removed from my plan. They sent this message in error. Boost said it was because they were "migrating services for better service." I was no longer able to send or receive text messages from most of my contacts including my brother and I had missed many important calls as they went straight to my voicemail. I was also unable to log into my account and eventually I learned from a Boost rep, only when I asked about my account details, that they changed my payment plan and raised my price even though my service no longer worked. I put up with this for three weeks calling them almost daily but they were no help just saying "sorry for the inconvenience." I was forced to take the time to research other phone companies (time and energy that I don't have because I'm dealing with multiple medical complications) and finally found a new provider. Boost's policy states that they will unlock your locked Boost phone if you've been with them for at least a year, I've been with them for over 11 years. About a year and a half ago they said I HAD to upgrade to a 5g phone but I didn't want to change phones. They gave me a list of phones to choose from and I purchased one only to learn that it was a 4G LTE just like the previous phone I had that I liked much better. On switching service I tried to unlock my older, smaller phone that I like much better and I got nothing but the runaround from Boost for about a week wasting many hours of my time. They then tried to make me purchase new service in order to unlock the old phone. Nearly every time I spoke with customer service there was also so much noise in the background that it made communication difficult. This company is a scam.
Business Response
Date: 06/01/2023
June 1, 2023

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

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

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

On May 19, 2023, we received your complaint, dated May 5,2023, filed with the Better Business Bureau.

You said that your account was transferred, and your service did not work afterward. You claimed that your rate increased as well.

Boost Mobile has historically provided service on the **** Network, which was operated by Sprint. After Sprint and T-Mobile merged in July 2021, T-Mobile announced its plan to shut down the remaining Sprint cellular towers, meaning phones that accessed the Sprint Network would no longer work. Despite our requests to delay this, T-Mobile refused and the old network started being decommissioned on March 31, 2022.

Due to this occurrence, your account was migrated to a new system. Please note that your plan was transferred from the $35.00 Unlimited Talk/Text with 3 GB of data to the $35.00 Unlimited Talk/Text with 10 GB of data.

I unlocked the ******** Stylus 5G associated with your account. Your unlock *** is ********. Enter the *** when prompted.

While we sincerely regret any inconvenience, 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.

Sincerely,

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

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

                *********************
Initial Complaint
Date:05/05/2023
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.
Requested for my acct.and phone to be unlock on April24,2023 as I was switching carrier.Was assured on April 24 that the phone was unlocked.On April 30 when I attempted to insert my new company sim card, the phone was still locked.As of 5/5/23 my phone is still lock,causing me to use someone else phone for service.
Business Response
Date: 06/01/2023
May 31, 2023

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

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

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

On May 19, 2023, we received your correspondence, dated May 5, 2023, filed with the Better Business Bureau.

You requested your phone be unlocked.

Boost Mobile will unlock a device under the following circumstances:

The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
The device has been active on the associated account for at least 12 months

Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on, has the most current update, and the Boost Mobile SIM card is inserted. If your phone requires a Manual PIN Unlock Code, please use ******** when your device instructs you to do so.

Please note unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally,unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

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

                *********************
Initial Complaint
Date:05/05/2023
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 have been a long time customer using this service for many years. Recently without any notice to consumer they decided to no longer off the unlimited data 5G phone plan that my account was set up on. They reduce and make the phone inoperable the end of every month being unable to make any phone calls or text which should be a bare minimum operation for a monthly paid phone service. Currently they offer an unlimited data, talk & text plan This is false & used to draw the consumer in then when you get to the very bottom of the advertisement or like me contact customer service you find out the data is not unlimited it is 30GB a month offer which is not enough when most people use their phones outside of Wi-Fi connections. A phone should not have to be connected to Wi-Fi to ensure it operates if it will be required it should be advertised as such.
Business Response
Date: 06/01/2023
May 31, 2023

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

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

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

On May 19, 2023, we received your correspondence, dated May 5, 2023, filed with the Better Business Bureau.

You stated that you experienced changes in performance when using applications that require data usage.

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.

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

                *********************
Initial Complaint
Date:05/05/2023
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.
Recently boost mobile has gone through some changes as a company from what I understand. Along with that comes an onslaught of run arounds and shady tactics that they are now hitting their customers with.1 , they removed the automated pay by phone option. Now 1 must give card number directly to a rep ( no thanks) or pay online, where now boost will automatically put your card on auto pay even when you say to NOT do so. Sounds illegal to me. 2. Once in a while when one would unfortunately use up all one's data on the plan.. you could call in , pay your monthly cost and have then apply the funds immediately though it would change your month to month pay day cycle. Now all of a sudden, they " no longer have the tool" to do this , but coincidentally can sell you their new extra data plans of 1gb for $5 or 2gb for $10. Oh but if you have funds already sitting in your account, they cannot use those. One must make a new payment. So I have money in the account but ********************** is refusing to apply it... isn't that illegal and isn't it suspicious that they can add additional data but cannot apply my full balance and restart my whole plan like they always have? All this sounds like they are creating *** practicing shady tactics and blockades to corner their customers and force them to spill out more and more money unnecessarily and probably by means of illegal tactics. They are willfully refusing to provide obligatory services that are supposed to as a commutation providers.
Business Response
Date: 06/01/2023
May 31, 2023

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

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

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

On May 18, 2023, we received your correspondence, dated May 5, 2023, filed with the Better Business Bureau.

You said you contacted Boost Mobile to make a payment, but you were unable to get assistance. You also indicated you had a credit balance on your account, but you were unable to use it. Additionally, you mentioned you are no longer able to renew your monthly data allotment by making a new monthly payment.

On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites.We immediately activated our incident response and business continuity plans to contain, assess, and remediate the situation. Because of this incident, some of our customers are having trouble reaching our service desks, accessing their accounts, and making payments. Were making progress on the customer service front every day, including ramping up our call capacity, but it will take a little time before things are fully restored.

Boost Mobile has historically provided service on the **** Network, which was operated by Sprint. After Sprint and T-Mobile merged in July 2021, T-Mobile announced its plan to shut down the remaining Sprint cellular towers, meaning phones that accessed the Sprint Network would no longer work. Despite our requests to delay this, T-Mobile refused and the old network started being decommissioned on March 31, 2022.

Due to this occurrence, your account was migrated to a new system, and your grandfathered plan is no longer available. Consequently, the ability to renew your monthly data allotment via monthly payments is currently unavailable.Please be assured that we are diligently working towards implementing this feature for future use.

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

                *********************
Initial Complaint
Date:05/05/2023
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 use auto pay to pay my phone bill every month. This month, they processed my payment but disconnected phone service anyway. Despite multiple complaints and opening tickets they refuse to activate my account. Ticket # *******. Account# ************. They need to refund my $35 and explain why no one would reactivate my account.
Business Response
Date: 05/31/2023
May 31, 2023

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

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

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

On May 18, 2023, we received your correspondence, dated May 5, 2023, filed with the Better Business Bureau.

You said you made a $35.00 payment to restore your service, but it was not. You requested a refund.

Our records indicate a $35.00 refund was previously submitted on May 17, 2023. Please allow up to 20 business days for processing.

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

Sincerely,

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

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

                *********************
Initial Complaint
Date:05/05/2023
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 took out an unlimited plan with a new phone in December 2022. There was a Black Friday promised promotion that after 90 days I would receive a $200 **** gift card. This is now May 2023 and I have not received the gift card. I have made several phone calls and get a different story each time as to when the card will arrive. Please issue my **** gift card or let me know if it has been processed and when it will arrive.
Business Response
Date: 05/31/2023
May 30, 2023

Mr. *********************
**************************************************
***********, ** 64064

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

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

On May 6, 2023, we received your complaint, dated May 5,2023, filed with the Better Business Bureau.

You stated that you signed up for a promotion with Boost Mobile where if you made three on-time payments, you were to receive a $200.00 gift card. You indicated that you made the three payments but have yet to receive your gift card. You requested the offer be honored.

We have requested that the gift card be fulfilled.

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
                ***********************************350
                ******,** 80210

                *********************
Customer Answer
Date: 05/31/2023

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,

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

Customer Answer
Date: 06/15/2023
I previously accepted the resolution from Boost Mobile however they have not followed through. They sent me a text link to submit my email to receive a digital gift card which I did but have not received the gift card. Please resubmit.

Thank you,

*********************
Business Response
Date: 06/22/2023
June 22, 2023

Mr. *********************
**************************************************
***********, ** 64064

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

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

On June 19, 2023, we received your rebuttal, dated June 16,2023, filed with the Better Business Bureau.

You rejected our response, as you have yet to receive the gift card.

The offer does state to allow up to six to eight weeks for delivery. As you just recently submitted your email address through the link provided in the text message, you would need to wait until this time frame has elasped to submit an inquiry.

Sincerely,

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

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

                *********************;
Customer Answer
Date: 08/08/2023
To Boost Mobile,

I responded to the resolution on 5/31/23 and entered my email address from the Boost Mobile link I was emailed to ******************* so that I could receive my $200 gift card promised. The resolution from the message I received from Boost Mobile on 6/28/23 said it would take 6-8 weeks to receive the gift card. 5/31/23-8/8/23 is more than 8 weeks.

I subscribed to Boost Mobile in December 2022. We are now into August and still have not received the gift card. I am giving Boost Mobile ********************************* I will be contacting the ******** ************************* to file a complaint to get this resolved as this is false advertising. Please advise when I will receive this gift card.

*********************
Business Response
Date: 08/18/2023
August 11, 2023

Mr. *********************
**************************************************
***********, ** 64064

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

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

On August 11, 2023, we received your rebuttal, dated August 5, 2023, filed with the Better Business Bureau.

You rejected our response, as you have yet to receive your $200.00 gift card. You indicated you entered your email address into the link provided on May 31, 2023, and you were advised to allow six to eight weeks to receive it.

In lieu of the gift card, a $200.00 credit has been applied to your account.

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

Sincerely,

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

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

                *********************;
Customer Answer
Date: 08/28/2023

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:05/05/2023
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.
March 31, 2023 I called Boost to find out how to change my plan to the $25 a month plan as I have been a boost customer for several years. The agent said I just needed a new sim card for my phone and it would cost me $25 plus tax total of $26.15 was charged to my bank account on *********. I received the sim card on 4-4-2023 and had trouble activating it and had to call customer service for help. They informed me that the sim was not compatible with my phone I had them stop the auto pay that day and requested a refund I was told it would take ***** hours. I have called 5 times since then as I have still not received my refund. The last time I called was 5-2-23 ticket number ******* with order number 3455-997177-6118. I even verified while on the phone with an agent that it wasn't an issue with my bank. I then asked to speak with a supervisor and she issued a new ticket number and said it would be ***** hours and I would have the refund, that was on 5-2-2023. Can you please help? Thank you, *******************
Business Response
Date: 05/31/2023
May 26, 2023

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

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

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

On May 5, 2023, we received your complaint, dated May 5,2023, filed with the Better Business Bureau.

You stated that on March 25, 2023, you attempted to change your plan to the $25.00 monthly plan, but you were advised that you would need a new SIM card. You indicated that you received the new SIM card, but when trying to activate, you were told your phone was not compatible. You requested a refund.

A refund of $26.15 has been requested.

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:05/04/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for Boost Mobile after they told me my unlocked, I phone 7 would work. I paid the first month to get the sim card. The phone number they gave me is **************. This never worked. I spent a month with tech support and fighting with Boost Mobile who said they could see I never used the service. They finally told me I would get a refund. But instead on May 4,2023 they charged my credit card again. So now they have ***** for two months of service and I still have never used the service. I was told in writing on my ******** messenger that I would be getting a refund. When you call the phone number you are put on hold for an hour and then they disconnect you so they do not have to deal with the issue. You cannot cancel the service on their website. So they pretty much just steal your money for services they never intend to provide. I have already called the utility commision and am waiting to hear back from them. This is my boost mobile account number Account *******************
Business Response
Date: 05/31/2023
May 31, 2023

*******************************
*************************************
*******, ** 18472

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

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

On May 18, 2023, we received your complaint, dated May 4,2023, filed with the Better Business Bureau.

You stated that despite being unable to activate your phone to the Boost Mobile network, you were charged for two months of service. You requested that we provide a refund of $53.62 for payments made for service.

Please be advised that I have requested a refund of $53.62 as requested for your two payments of $26.81 made on May 4 and 8, 2023. Please allow 10 to 19 business days for processing.

Please note that when signing up for Boost Mobile service,prior to making you purchase you are advised that the *** card will activate two to three days after the order is shipped, and your next monthly payment will be withdrawn via autopay. By making the purchase, you agreed to these terms and conditions.

Due to the prepaid nature of Boost Mobile service, we do not provide an online cancellation option. Your Boost Mobile service will be interrupted and ultimately disconnected once no further payment is received. We regret any inconvenience this may cause.

Sincerely,

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

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

                *********************
Initial Complaint
Date:05/04/2023
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.
Ordered Boost Mobile service via the web on 04-14-2023 1/2 price for the 1st month ($12.50), then regular price after that ($25). Was charged $13.38 Received SIM Kit on 04/19/2013 **** UPS)Started Porting process of an existing number (I had this vanity number for over 10 years and I didn't want to loose it) Their site said it could take up to 24 hrs. to port over.After 24 hrs the porting process did not happen and I chatted with Boost support on their online chat window and after further process was told the number could not be ported over.Since the process couldn't happen. I requested a refund of the $13.38 with I had to eventually go through my bank to get the disputed amount refunded.On Wednesday, April 26th I asked to cancel service since they could not port the number over. The phone number was still working with my old provider as of 04/24/23.Since my number was still working I asked to cancel my service on 04/26/23.On Friday, April 28 I found out that during the process of cancelling my service their system completed the porting of my special number and then since I asked to have the service cancelled my number was subsequently cancelled.Boost mobile due to their porting process that did not work as it should have not took over a week to port over lost my number. I was then told I can no longer get my number back.I would not have cared if this was just a random number but I paid for this number and wanted to keep it.I feel that Boost mobile should at least give me **** months of free service for their poor customer service. I was hung up twice and I was also told by a supervisor on 4/28/23 that I could get my number back but that turned out to be a lie but just something to say to get me off the phone..I lost my vanity number due to their faulty process in moving my number to their service.
Business Response
Date: 06/01/2023
June 1, 2023

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

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

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

On May 18, 2023, we received your complaint, dated May 4, 2023, filed with the Better Business Bureau.

You stated that you were unable to port your phone number to your new Boost Mobile account, so you requested that we disconnect your account. You said your phone number finished porting into Boost Mobile just prior to the cancellation of your account, which caused you to lose this phone number. You requested that we restore this phone number so you can port out to a new wireless carrier. You also requested that we provide a minimum of 6 to 12 months of free service.

Please be advised that our records show your phone number was ported into the Boost Mobile inventory on April 28, 2023. Our porting team has advised me that a ticket to restore this phone number has been processed, and you can now port the number to a new wireless carrier. Please ensure that the information submitted with your port request is accurate to ensure that the port is approved.

As your Boost Mobile account is not active, we cannot provide service credits.

Sincerely,

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

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

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

Customer Answer
Date: 06/02/2023

Complaint: 20019458

I am rejecting this response because:
I will happily comply with your resolution, however the people I tried to talk to at Boost have been giving me the run around. I need someone from the porting team to contact me ************ or ************ to get this porting complete. I'll need the Acct # and Acct PIN to release that number. (To confirm my number that got cancelled is ************)I was told by customer service that there systems were down two days in a row they gave me the same cut and paste verbiage.... I'd be glad to assist you on your concern. However, we are currently
doing system maintenance and this may take some time to finish. We
assure you that our team of experts are doing their best to complete
this as quickly as possible. Please chat us back around 2-3 hours.
This was the same massage I got the day before. Both time I was using the Chat online, I will try to talk to someone on phone but I have a feeling I'll get the same problem. Thank you in advance if you can help with this. I really want this number back. I paid money for this vanity number over 10 years ago and didn't want to loose it.

Sincerely,

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

*************************
***************************************** 303
***********, ** 28117

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

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

On June 7, 2023, we received your rebuttal, dated June 7,2023, filed with the Better Business Bureau.

You stated that you have been unable to obtain your port-out *** and account number due to not being able to get through to Boost Mobiles customer service. You are requesting this information to switch service providers. You also inquired about the error message stating the Boost Mobile system was down.

Please note that the ********************************* (FCC)regulates phone number portability and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer,they must provide pertinent billing information regarding the account where the number is being ported from. This information may include, but is not limited to: account number, account holder's name, phone number, five-digit ZIP code,passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.

On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. Boost Mobile users may experience difficulty reaching Boost Care. Our teams are working hard to restore systems as soon as possible and are making steady progress.

In our email correspondence, I provided you with your port-out ***. For your reference, it is ******. Please note that it is only valid for seven days. You can obtain your account number online at *****************************. Please contact your new wireless carrier for the next steps in the porting process.

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

Sincerely,

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

cc:           ****** /******* Better Business Bureau
                **************************************
                ******,** *****
Initial Complaint
Date:05/04/2023
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 recently purchased a phone from Boost Mobile. They advertise the plan that I have to include UNLIMITED DATA. I was told that the speed of my data would be reduced once I exceeded 40 gigs. I recently exceeded the 40 gigs and Boost Mobile has since cut off my data completely. In every Boost Mobile store that you go into, they have a huge poster advertising the unlimited data plan that I purchased. This is false advertising on their part. I use my data on a daily basis because I work for a food truck and I need GPS to do deliveries. With my data being completely off now, my job is much more difficult to perform.
Business Response
Date: 06/01/2023
June 1, 2023

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

Re:BBB Complaint #********
304981461042 - *************

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

On May 18, 2023, we received your complaint, dated May 4, 2023, filed with the Better Business Bureau.

You expressed dissatisfaction with the throttling of your data after 40 GB.

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 40 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2 G 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.

Sincerely,

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

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

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

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