Complaints

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

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  2411 N Wellesley Spokane, WA 99206

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  Boost Mobile

  5122 Ne M L King Blvd Portland, OR 97211-3234

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  Boost Mobile

  3767 Eastern Blvd Montgomery, AL 36116-7312

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  Boost Mobile

  1420 Paramount Dr Ste B Huntsville, AL 35806-2834

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:05/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Boost Mobile owned by Sprint was sold to Dish Mobile . Our service since Dec 2022 has been non existent . Finally in Jan Feb and ***** we had no service and right now it says we are suspended for non payment but it keeps charging **. We cant access voicemails , most texts dont work and we have to use WIFI calling most of the time since the service isnt working. This has put ** in dangerous situations where we had no service and cost us work contracts. For 2 mos or better you could not even log into your account or get ANY customer support online or by phone.Now that the website is back up we see that we are being charged 100 per mo instead of 95 and our data limit dropped from 50GB per line per mo with a 12G hotspot to 35 gig per line and a 5 gig hotspot We did not request those changes and were promised our plan would not change when we agreed to stay with Boost when they switched over.I have easily 50 screen clips documenting lack of service , texting etc.. over a 6 mos period of time.

  Business Response

  Date: 05/31/2023

  May 30, 2023
  
  
  
  ***********************************
  200 ****************************.
  *****, ** 54421
  
  Re:BBB Complaint #********
  107333355995 - *************
  
  Dear ******************:
  
  On May 18, 2023, we received your complaint, dated May 3, 2023, filed with the Better Business Bureau.
  
  You said you are experiencing issues with your Boost Mobile service. You stated that your account was suspended for nonpayment, even though you are still being charged. You further stated that you were unable to reach customer service for two months due to an outage affecting Boost Mobile systems. You said your monthly rate increased from $95.00 to $100.00, and you mentioned your data limit and hot spot allotment decreased without your authorization.  You requested that we correct your service issues, restore your previous service plan, and provide a dedicated customer service phone number. Additionally, you requested that we provide you six months of free Boost Mobile service and credit to your account for the purchase price of four new phones for you to use at a Boost Mobile retail location.
  
  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.
  
  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.
  
  Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified. Your request for six months of free service is respectfully denied.
  
  Please be advised that our records do not show interruption due to nonpayment. However, On February 23, 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.
  
  We apologize for the inconvenience. Many of our payment services are working again.  Boost Mobile customers can pay their bill and have some account functionality on my.boostmobile.com, at Boost Mobile stores, and on the MyBoost and BoostOne apps. Our records show that you accepted credits totaling $100.00 for this inconvenience.
  
  Our records also indicate that your current service plan provides unlimited calls, texts, and data (which is throttled at 35 GB) in addition to a monthly 12 GB hotspot data limit. Further research shows that you have been enrolled in this plan since August 20, 2020, with no change to the price or data provided.
  
  Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources, Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.
  
  Please be advised that the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Additionally, as $100.00 in credits have already been accepted, no further compensation is warranted, including your request for new devices. No phones will be provided.
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc: ****** / ******* Better Business Bureau
  ********************************************************************
  
  *********************
  
  

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20014431
  
  I am rejecting this response because:  It offers NOTHING
  
  I have over 60 screen shots and emails indicating the issues. As recently as 30 days ago  we were told our service was suspended for Non payment  despite payment being taken out.  Our cost should be ***** with autopay not 100.   The service is terrible if working at all. We use wifi dialers a good portion of the time.
  
  Regardless of Boosts policy the credit card policy is allowable to dispute charges if services  or goods are not received as promised.  We  are not going to tolerate this .
  
  Its unfortunate that Boost cant work something out with us . We have been with this company for many  years , at least 8 prior to  the change over.  While inconvenient to change providers we are now actively looking at our options due to Boost Mobiles total lack of concern for the issues and ability to remedy them.
  
  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/03/2023

  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.

  On monday May 1st, I went in to quick check in *********, ********** and bought a $50 reboost card. My monthly bill is only $15, so I figured I would get the bigger one so it would last me a couple months. I am a seventy year widower, and also retired. I am getting use to being by myself but I am on oxygen and I depend on my phone for emergencies. I only have a flip phone, my daughter makes fun of me, but it gets the job done. When I got home from the store, my daughter helped me, I had called #*** like it says and followed the promps. Out of the blue it said we are transferring you to a representative. A young man comes on the phone, ask my daughter a few questions, her voice is on the recording, then stated his system went down and he had to call us back in 30 min. An hour and a half later my daughter called back, and spoke with a woman, gave her all the info, then stated they don't do call backs. So she wrote out ticket. #******* , and said she was going to apply credits within ***** hrs. Never happened. My daughter called back today and we were told that the ticket was closed out due to lack of info. Really? So where did my money go? Could you please look into this matter, as I desperately need my phone on. I would like the $50 billed to my account. This was not an error on my part. I will attach a picture of the reboost card. We also asked if the phone conversations were recorded, and they said yes. So my suggestion is to listen to all 3 conversations, and what I said will line up. My phone number is ************. My name is *********************. Thank you.

  Business Response

  Date: 05/31/2023

  May 30, 2023
  
  
  
  *************************
  79 *********.
  *********, ** 08722
  
  Re:BBB Complaint #********
  877527838872 - *************
  
  Dear ************:
  
  On May 18, 2023, we received your complaint, dated May 3, 2023, filed with the Better Business Bureau.
  
  You stated that you purchased a $50.00 ReBoost card, but you were unable to apply the balance to your account. You requested that we apply a $50.00 credit to your Boost Mobile account.
  
  Please be advised that as a courtesy, I have applied a one-time credit of $50.00 to your Boost Mobile account. This credit will cover your missed payment of $15.00 and leaves a credit balance of $35.00 remaining on the account for future payments for service.
  
  With this credit, your service line has been restored. Please allow 24 hours for the line to become active. 
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  ********************************************************************
  
  *********************
  
  

• Initial Complaint

  Date:05/03/2023

  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.

  Was told by a boost representative at the ********************************************************************************************************************************************************** about 4 days, I had asked about a free phone since I'm switching from Xfinity and this phone is on its last legs. I was told I would have to contact my local Boost store which I did. The representative was very friendly but she informed me she cannot sell me a phone without also selling me a *** card.I don't understand why I have to buy another sim card just to be able to buy a phone on the plan that I'm purchasing anyway?

  Business Response

  Date: 05/31/2023

  May 26, 2023
  
  
  
  ***********************************
  2607 ********
  *******, ** 77575
  
  Re:BBB Complaint #********
  528031066759 - *************
  
  Dear ****************:
  
  On May 4, 2023, we received your complaint, dated May 3, 2023, filed with the Better Business Bureau.
  
  You said you contacted Boost Mobile asking for a new phone, as you were switching from Xfinity to Boost Mobile and you were told to visit a retail store. However, the store would not sell a phone without you purchasing a new SIM card, and you do not understand why you would have to purchase a SIM card when you already paid for one.
  
  Boost Mobile retail stores are independently owned and operated, and although they are subject to specific franchise service level agreements, they set their own, individual policies and procedures regarding products and services separate from Boost Mobile Wireless.
  
  A review of your account indicates on May 3, 2023, an online order was created and a SIM card was shipped at no cost to you and you paid half-price for the first month service.
  
  We regret any inconvenience you may have experienced and thank you for your business.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile 
  
  cc: ****** / ******* Better Business Bureau
  ********************************************************************
  
  *****************************
  
  

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20013183
  
  I am rejecting this response because:

  The SIM card that was sent to me was not correct for my phone. I repeatedly had to call Boost Mobile to troubleshoot the problem. Eventually I was sent the correct SIM card for my phone.

  As I frequently see commercials for Boost Mobile on TV offering new phones for customer switching service, I did not see where it stipulated online or in the store..

   

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/03/2023

  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.

  Pretched an Iphone 11 in Feb of 2023 it has had an issue since day 1 of getting it.the phone is glitching really bad to the point of it being unuseable most of the time it is under a worrenty with Boost Mobile Store and customer care sinter store would not do anything to help fix the problem and customer care also.

  Business Response

  Date: 05/31/2023

  May 30, 2023
  
  
  
  ***********************
  ******************************************************br>******, ** 29137
  
  Re:BBB Complaint #********
  911919622566 - *************
  
  Dear **************:
  
  On May 18, 2023, we received your complaint, dated May 3, 2023, filed with the Better Business Bureau.
  
  You stated that your device is malfunctioning and you would like it replaced, as it is still under warranty.
  
  Our Boost Mobile Terms and Conditions disclose that new equipment is sold with a one-year manufacturer's warranty. Your request is respectfully declined, as Boost Mobile does not manage these warranties, and any device issues requiring warranty assistance should be directed to the equipment manufacturer. 
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  ************************************************************** 80210
  
  *********************
  
  

• Initial Complaint

  Date:05/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/31/2023 there was money deducted from my credit union for a service that was not approved by me and the payment was made to ******************** Boost Mobile. I have no affiliation with Boost mobile at all. I filed a fraud complaint with my credit union and was advised to contact Boost mobile regarding the situation; however, I was told that since I do not have an account there was nothing that could be done. ****** was deducted and they're not even trying to assist me with resolving this issue. I have never had an account with ******************** and my card was in my possession. I had to get my card shredded and given a new one due to this situation. I have the proof of the transaction from my credit union and I need assistance getting my money back.

  Business Response

  Date: 05/31/2023

  
  
  
  
  
  
  May 29, 2023
  
  
  
  *****************************
  ************************************* 208
  **************************************
    
  Re:BBB Complaint #********
  *************
  
  Dear ****************:
  
  On May 18, 2023, we received your complaint, dated May 3, 2023, filed with the Better Business Bureau.
  
  You said you accrued charges on your credit card from Boost Mobile without your consent.
  
  Please be advised that your credit card information was provided to Boost Mobile by an unknown party. As such, we urge you to work directly with your credit card provider and to report the incident with your local police department.
  
  Sincerely,
  
  
  
  *******************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 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 not satisfactory to me.  Both parties sends me to the other.  All I want is my money refunded.
  
  Sincerely,
  
  *************************
  

   

• Initial Complaint

  Date:05/03/2023

  Type:Sales and Advertising 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 requested to have my ******* Galaxy found unlocked so that i could the same cellphone with ***** After numerous attempts request via customer service and to an ******, ***** ********************** store I have had no success. Boost Mobile will not unlock my phone. Four days as of today with no cellphone coverage.

  Business Response

  Date: 05/31/2023

  
  
  
  
  
  
  May 29, 2023
  
  
  
  ***************************
  301 ************
  *****, ** 78761
  
  Re:BBB Complaint #********
  *************
  
  Dear ****************:
  
  On May 18, 2023, we received your complaint, dated May 3, 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
  
  Unfortunately, an account could not be located in our system with the information you provided. Please provide the phone number associated with your account or the **** number of your phone so further investigation can be done.
  
  Sincerely,
  
  
  
  *******************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:05/03/2023

  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.

  Yes I have been a boost Mobile customer for good 5 years so I wanted to upgrade my phone and they told me that the phone would be mine and I didn't have to stay there any longer than if I pay the $200 for a ******* a13 that the phone will be mine so I'm ready to switch plans now and I called them and they said that my phone is locked that I have to be with them for at least a year or two now I've been with y'all for 5 years why are you keeping me with you why did you lock my phone you shouldn't have lied to me up front they are scamming people to make them stay with them I shouldn't have to pay for a phone and be locked in to stay with them they are totally wrong it needs to be a class action lawsuit against them they keep doing this and locking people's phones. I can get a better deal with a free company. I pay 35 a month with Boost, after 2 weeks I have no data. So I pay 5 dollars a day now for data. I would like my money back for this phone or for them to unlock me darn phone. People be aware to please stay Farrrr away from Boost Mobile. They are scammers.

  Business Response

  Date: 05/31/2023

  May 26, 2023
  
  
  
  ***********************************
  122 Westway
  *********, ** 20770
  
  Re:BBB Complaint #********
  410271967602 - *************
  
  Dear ********************:
  
  On May 4, 2023, we received your complaint, dated May 3, 2023, filed with the Better Business Bureau.
  
  You said you have had Boost Mobile service for over five years. You stated that you recently upgraded your phone and decided to change service providers. However, Boost Mobile explained that your device was locked and you would need to keep the service for a year or two before it would 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
  
  A review of your Boost Mobile account indicates your ******* Galaxy A23 was activated on your account on April 1, 2023.
  
  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.
  
  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 regret any inconvenience you may have experienced and thank you for your business.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile 
  
  cc: ****** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *****************************
  
  

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 22nd 2023, ******************* and I started service with Boost Mobile. When we called customer service we started service as a new customers, we were immediately greeted by representative who asked us what plan we wanted, as soon as we selected our $25 plan she immediately asked for a credit card number. After the payment of $25.14 was processed, and she then asked for my phone information never during our conversation did ever stated if my phone is compatible or not with the service. Long story short, the phone we have was never compatible with the service. The service was never used. Since April 23rd 2023 we have been calling boost Mobile to get a refund of $25.14 back to our debit card. They submitted 9 tickets for a refund. All of those tickets came back as closed and the reason being is because invalid information was input as what the representatives are telling us. April 1st I spoke with a supervisor who said I was going to get a call back that has yet to happen. We have not used a single minute of service because our phone was never activated because it was incompatible. I wish boost Mobile would have asked us for our phone information first before immediately jumping into accepting a payment. They opened 9 tickets which is absolutely ridiculous. We are just trying to get our money back for service that would never received and activated.

  Business Response

  Date: 05/31/2023

  
  
  
  
  
  
  May 26, 2023
  
  
  
  ************************************
  ***********************************. A
  ***************, ** 63130
  
  Re:BBB Complaint #********
  683852993251 - *************
  
  Dear ****************:
  
  On May 17, 2023, we received your complaint, dated May 3, 2023, filed with the Better Business Bureau.
  
  You said you opened a new account with ******************** on April 22, 2023, and paid $25.14. You indicated that you were unable to activate your phone on the account. You also expressed concern with the customer service you experienced. You requested a refund.
  
  A $25.14 refund has been submitted in the interest of customer service. Please allow up to 20 business days for the refund to be processed.
  
  We regret that your initial experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future. 
  
  Sincerely,
  
  
  
  *******************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ********** / ******* Better Business Bureau
  ********************************************************************
  
  *********************
  
  

  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,
  
  ***********************
  

   

• Initial Complaint

  Date:05/03/2023

  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 have called three times in the past month to cancel my device insurance and I keep getting lied to saying it has been canceled when it has not. I have waited patiently the 5 to 7 days to check the removal update but it has not happen. I requested to speak to management and the last agent did not assist me and I stated I wanted to file a complaint and was ignored. I insisted and management never called to speak with me or address my issue. This will be my fourth time reaching out and no one is helping me do something simple as cancel my device insurance. The last agent did not give me a reference number since he stated he removed the device insurance manually. The first and second reference numbers giving by the first two agents are ******* and *******.

  Business Response

  Date: 05/30/2023

  May 23, 2023
   
  
  
  ***********************
  ************************************************************ 77091
    
  Re:BBB Complaint #********
  543351109390 - *************
  
  Dear ************:
  
  On May 3, 2023, we received your complaint, dated May 3, 2023, filed with the Better Business Bureau.
  
  You stated you have called three times over the past month to ask to have the device insurance removed from your account. You requested a billing adjustment.  
  
  Our records indicate that on April 9, 2023, the device insurance was removed from your account and a refund of $5.83 was issued. 
  
  As a refund has already been issued, we respectfully decline your request for additional adjustments. 
  
  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:05/03/2023

  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.

  My phone ************ is the primary line on a Family Plan with ************.Both are out of service for over 6 hours now since a 3rd line*************) was asked to be removed.It is pathetic!

  Business Response

  Date: 05/30/2023

  May 24, 2023
   
  
  
  ***************************
  *************************************
  ***********, ** 70454
    
  Re:BBB Complaint #********
  571741898676 - *************
  
  Dear ****************:
  
  On May 3, 2023, we received your complaint, dated May 3, 2023, filed with the Better Business Bureau.
  
  You stated that two of your phone numbers were removed from your family plan. 
  
  Our records indicate the lines were removed from your family plan due to a request we received to cancel them. 
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile  
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************;
  
  

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20011720
  
  I am rejecting this response because: The 2 documents that BoostMobile sent is exactly my complaint; I asked them to remove only 1 line *************) and that line ONLY.  I confirmed this verbally with their Customer Svc Rep two or more times before the disconnects. However, they removed my primary line *************) as well; that was a huge mistake on their part.  I have now attached email from BoostMobile dated Nov 27, 2020 which further confirms that line ************ was my Primary line and on AutoPay. So they are totally ignoring the facts.  Besides they were notified of their disconnect error immediately and still refused to correct the problem. So I am demanding that my ************ be put back in service.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/09/2023

  June 9, 2023
  
  
  
  Mr. ***************************
  *************************************
  ***********, ** 70454
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On June 3, 2023, we received your rebuttal, dated June 2,2023, filed with the Better Business Bureau.
  
  You stated you are rejecting our response, as you continue to claim you only requested one line to be disconnected. You also said that the second line disconnected was the primary number on your account, and you requested it be restored.
  
  Our records still indicate a request was received to disconnect both lines. Regardless of if a number is labeled as the primary number, it can still be disconnected.
  
  The phone number in question cannot be recovered.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************;

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20011720
  
  I am rejecting this response because: Boost has in effect stolen my personal property so they most certainly can put it back. 

  Again Boost continues to ignore the problem; I have said all I can say.

  I am waiting on final FCC complaint before I see an attorney.
  
  Sincerely,
  
  ***************************