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

4,999 total complaints in the last 3 years.
1,490 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: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 *****
Initial Complaint
Date:05/09/2023
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.
Never received the data for my plan for May 5th through June 5th. On the 24th of April I prepaid for the month of May. I received a text from boost for the prepayment on the 24th of April. My boost account received and applied this money from the prepay on the 6th of May. My bill was due on the 5th, so already a day behind. I called on the 5th of May asking about my data and they said the payment is being processed. After being unable to get online this entire time I again called on the 7th of May. At that time I was told I've used all my data. I called 4 times on the 7th to inquire about this. Every time I was hung up on after supposedly reaching a supervisor. This happened on my cell and also on a land line. So this wasn't a connection issue. On these calls they said I used all my data but can't/ won't give a day to day ussage of the data. While accessing my account today, May 9th, while talking to the boost tech support they said I've used my data but then I had them look at the account on the data used and how many days in the billing cycle. They said I had 16 days as of the 9th of May with zero data remaining. My billing cycle should have 26 days left. I was then put on hold and again hung up on. The straw the broke the camels back. I never received the data I'm being accused of using. My plan should say x amount of data (10g) and 26 days left (in this billing cycle) Instead it says x data (0) and 16 days left (in this billing cycle) So that there says my billing cycle and data cycle isn't on the same page. After talking to and having them admit this I was promptly put on hold and "disconnected" yet again. I even went to a boost store in ****** ******* today, the 9th of May, and was told that my account data was low because I'm on the 35 dollar plan and 10g isn't much. I should get a better plan. Nothing wrote here is an exaggeration and can easily be listened to assuming boost recorded the calls. Just look at the day to day use. Thanks
Business Response
Date: 06/05/2023
June 5, 2023

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

Re:BBB Complaint #********
880334234888 - *************

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

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

You stated that you paid your bill on May 6, 2023, and you were unable to go online. Boost Mobile would not reset your data plan and disconnected your call while waiting for a supervisor.

A review of your account indicates you were on a 10 GB data plan and once capacity had been reached, the service is throttled until the next billing cycle is started.

Our records indicate your account was disconnected and your phone number was ported to a new service provider.

We regret any inconvenience you may have experienced and thank you for your business.

Sincerely,

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

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

*****************************
Initial Complaint
Date:05/09/2023
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 Sunday May 7th I have been trying to port out my Boost number, with no luck. Today they suspended my service and had to pay $50 to restart. I don't think this is fair.
Business Response
Date: 06/05/2023
June 5, 2023

*****************************
******************************
*********, ** 92154

Re:BBB Complaint #********
778841214116 - *************

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

On May 23, 2023, we received your complaint, dated May 9, 2023, filed with the Better Business Bureau.

You said you were having issues transferring your number to another carrier, and you requested a refund for your May 9, 2023, payment to Boost Mobile.

A review of our records indicate that your lines were ported out.

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. As such, and while we regret any inconvenience this issue may have caused, we are unable to provide you with a refund.

Sincerely,

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

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

*********************
Initial Complaint
Date:05/09/2023
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 went to purchase a phone they swipe my card 2 times then told me they was going to refund my money its going on 2weeks now every I call its your money be back n 5 days Your money be back n 7 days now its your money be back n ************************************** the money is out my account
Business Response
Date: 06/05/2023
June 5, 2023

*****************************
*************************************
*********, ** 28262

Re:BBB Complaint #********
724619453689 - *************

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

On May 22, 2023, we received your complaint, dated May 9, 2023, filed with the Better Business Bureau.

You said that you were charged twice for a phone. You requested a refund.

Please note that Boost Mobile stores are independently owned and operated, and Boost Mobile does not receive any of the funds paid for devices or accessories. As such, we are unable to issue a refund.

Please work with the store that processed the initial sale.

We sincerely regret any inconvenience this issue may have caused.

Sincerely,

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

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

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