Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

Customer Complaints Summary

4,993 total complaints in the last 3 years.
1,481 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:05/02/2023
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.
Have been a customer with ********************** for about a year now (worst mistake ever). Anywho, as anyone knows, we use apps to help us keep track of our bills. Boost decided to upgrade all these systems but not make their customers(AKA ME) know that the boost legacy accounts are canceled and that new departments cannot see the past account transactions history. Woke up to service suspended since I didnt get my notification from the app as I usually do. Turns out they dont even have the correct information for me to make a new account onthe new platform. Asked for some real customer service so that I could have my services restored and I would either give partial payment if they could credit half as they have done before or to extend which they swear they cant do because they are prepaid company. Was transferred to 6 different people that stated they cant get in touch with other departments, couldnt assist with the ticket created to ask for the credit to be processed and also that I would have to wait ***** hrs when that clearly isnt helping a customer that stated she needs to have access to be in touch with her toddler daughter and ****** 6 transfers and each person was rude, had no first resolution to solve my problem nor had no help to get me to the right person to help. I just needed help with keeping the phone active until I got paid and even offered partial payment. Boost doesnt care anything about customer service or making sure they are there for their customers. ***** hours is no help when I will have no way to even know whats the results of the claim. Oh yeah they also told me they would let me know via email what the decision was. I let the rep know the email was wrong and she wouldnt even get my new one so I can know what happened. Im telling you Im gonna have no choice but to switch. *** had too many problems with boost to keep sticking by them??
Business Response
Date: 05/30/2023
May 23, 2023

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

Re:BBB Complaint #********
192977300797 - *************

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

On May 2, 2023, we received your complaint, dated May 2, 2023, filed with the Better Business Bureau.

You stated that Boost Mobile recently upgraded their system and left you unable to log into the application. You also mentioned your services were suspended and you were left unaware. In addition, you requested a credit (as you were unable to make your full monthly payment), but it was declined. You indicated several tickets have been opened, but you have not received any updates.

As a prepaid provider, Boost Mobile does not provide payment extensions.

A review of your account reflects the tickets for the credit were denied, as we do not supply credits due to the inability of making a payment.

Please visit ********************************************************************************** for more information on how to sign up for Boost Mobiles new account management tools.

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: 20006999

I am rejecting this response because:
Being a prepaid company is not an excuse to not help a customer. Ive been with several prepaid providers and all have given assistance when in need of help or extension. The tickets werent created because of not being able to pay the bill in full is was in regards to receiving extension since I was unaware of the due date and I also offered half the bill until a day later when I got paid and you guys cant even do anything to help your customers as this is hard times for all people right now. Definitely have already maid plans to switch.

Sincerely,

***************************
Initial Complaint
Date:05/02/2023
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.
Service ended begining of April. My phone broke, so I called boost mobile via chat and phone to tell them and that I was not interested in getting another phone nor continuing phone service. I was told that my ************ number was not showing in their system as me being a customer. I gave them the last four digits of my card number and email address but representative still acting as if she can't find an previous account. Online so I tried to turn off auto pay couldn't after several many attempts. So I did tell the customer service representative that I would like for them to stop attempting to retrieve money from my account and I did not want service anymore to turn auto pay off. She persuading me to get another phone via Boost and I still said no not interested in service. She claimed after I gave her my email address she still couldn't find my account even after many emails they been sending me each month of trying to get money out my account. So today I get. Email of them saying " we was successful he trying the ***** out of your account and iwas ****** because how are you going to take money out of a closed account thy bye way I have several emails that says that phone number and account ha been suspended as of April. I called my financial institution to make a transaction dispute and they said myaccount shouldn't billed if it was suspended closed and specifically requesting them to also telling them to stop auto billing me. I want my money back. Several years ago boost mobile pulled something on me where I paid my bill of ***** and they told me on a prepaid service I could only get one day of service since it was the 30th of month which Is silly to take ppl money and they have kids and I'm going through stuff right now. I want my money back. I never authorized it because I called on a recorded line. If they can prove I came them otherwise to say differently but this not the case. I will be working with my bank to reverse this if not settle in will contact sec of state.
Business Response
Date: 05/26/2023
May 22, 2023

*******************************
PO box 83142
*******, ** 30013

Re:BBB Complaint #********
718752076473 - *************

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

On May 17, 2023, we received your complaint, dated May 2, 2023, filed with the Better Business Bureau.

You stated that your service ended in the beginning of April 2023, but you were still charged $41.79 for service the next month. You requested that we remove autopay from your account and issue a refund of $41.79.

Please be advised that the service plan that you are signed up for requires autopay to receive your promotional monthly rate. As a courtesy, I have removed the autopay service for you.

Boost Mobiles important Terms and Conditions state that all payment remitted to Boost Mobile are final and non-refundable. As the method by which the payment was collected was valid, we maintain that no compensation is warranted.

Nevertheless, as a courtesy, I have applied a one-time credit of $41.79 to your Boost Mobile account. Please allow ******************************************* your Boost Mobile account balance.

Sincerely,

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

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

*********************
Initial Complaint
Date:05/01/2023
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 April 11th I made the payment for my family plan that had 3 lines for 90 that was grandfathered into the new network. I have been the primary account holder for over 14 years on Boost mobile. On April 19th I saw a notification on my phone saying sim not provisioned for voice and called customer support. I was given an explanation that someone called and gave an agent my PIN number and requested 2 lines be disconnected from my account. Explained multiple times I never gave out my account information and have had a nightmare loosing the phone number I have had for over 17 years without any effort made on the part of boost mobile to allow me to port my number to a different carrier and have been rude and insensitive to my concerns each time I call to have the issue investigated. I keep getting sent around in circles to the National porting center and am told to create new accounts with new numbers with no attempt to address how my privacy was violated along with my right to keep my phone number. I have created several tickets regarding this issue and each ticket was closed and classified as a valid request no matter how many times I have stated I did not make the request. Agents are extremely rude and leave me on hold for hours just to tell me they disconnected the lines and the request was valid but fail to address the cybersecurity incident that has affected my account. I have filed an fcc complaint regarding this matter and it was served on 4/24 but still have yet to receive any formal response. I did not request any disconnection at any point in the last 15 years and have been without service since April 19 despite payment on 4/11. Purchased 2 additional boost SIM cards and still unable to reactivate phone number on account. As a loyal customer of 14 years plus with the same phone number I expected more from Boost Mobile than to be treated like a nobody and given the runaround going on 3 weeks with no service.
Business Response
Date: 05/26/2023
May 25, 2023

********************************************************
1769 ************************.
**********, ** 30344

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

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

On May 17, 2023, we received your complaint, dated May 1, 2023, filed with the Better Business Bureau.

You stated that your account was disconnected with no explanation. You said you called our customer service department several times, but you were not able to restore your phone numbers.

The notes on the account confirm that your mother called in, verified her identity, and closed the two lines in question. As our customer service department has stated, once a phone number is disconnected, it is not possible to restore that same number on the account.

Your devices have been unlocked. You can create a new Boost Mobile account with new phone numbers for the two lines, and use your current devices. You can also do so through another provider.

We apologize for any inconvenience.

Sincerely,

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

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

*********************
Initial Complaint
Date:05/01/2023
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 tells you that you can get a second 30 gig line on your plan for $9.99 a month. They let you have it for 1 month. Then the following months they refuse to honor their $10 for the second line commitment to the individual consumer. And start charging you the full $50.22 for both lines. I've argued with these people for the last 3 months February, March, and April.And to know about even with this screenshot where they told me they would give me the second 30 gig line for $9.99 a month. I take it to the store I show them I show him the bill from the first month and they say I don't know what I'm talking about I'm confused that's not what it says but clearly it shows that it's only supposed to be $9.99 a month for the second 30 gig line. I don't know how a company can continue to lie to their customers, and continue to get away with it, and still be in business.
Business Response
Date: 05/26/2023
May 22, 2023

***********************
**************************************
********, EV 26369

Re:BBB Complaint #********
240039569825 - *************

Dear ********:

On May 16, 2023, we received your complaint, dated May 1, 2023, filed with the Better Business Bureau.

You stated that you signed up for a second line with the understanding that the service would cost you $9.99 per month. You indicated that this price was accurate for the first month, but you were billed full price for the second. You requested that we refund the difference in cost and issue a public apology.

Please be advised that the promotion that you are referring to allows you to add a line to your service for $9.99. This is not a monthly rateit is the upfront cost for you to receive your SIM card kit and your first month of service. The advertisement that you provided makes no mention of a monthly rate going forward. It simply states that you will receive a free SIM kit, a $9.99 value, and a month of service for $9.99, a $15.01 value.

As you were billed accurately for the services that you signed up for, and were provided, no refund is warranted. Additionally, no public apology will be issued, as the offer was provided as advertised.

Sincerely,

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

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

*********************
Initial Complaint
Date:05/01/2023
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 14. I called to cancel my service, I was told it was already cancelled March 15. I was billed 90$ March 16. I called to request a refund I was told refunds could not be processed I called a week later and another week later and still have not received my refund.Eventually I was told that it was denied and that I can't talk to anyone about it.I have *********: ************ They have my records, sb with a brain needs to look at it
Business Response
Date: 05/26/2023
May 26, 2023

***********************************
************************ SW, #SW44128
**********, ** 49418

Re:BBB Complaint #********
819256330981 - *************

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

On May 16, 2023, we received your complaint, dated May 1, 2023, filed with the Better Business Bureau.

You said you requested to cancel your Boost Mobile account on March 14, 2023, but you were charged on March 15, 2023. You requested a refund.

A review of our records reflects no contact regarding your account until April 7, 2023.

You were subscribed to our $30.00-Per-Month Three-Month Unlimited Talk/Text with 12 GB Plan and you were enrolled in *******. As such, your payment was withdrawn on March 15, 2023.

Please note that Boost Mobile terms of service provide that payments remitted are non-refundable, however, as a courtesy, I submitted a refund for your $90.61 payment. Please allow up to 20 business days for processing.

Sincerely,

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

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

*********************
Initial Complaint
Date:05/01/2023
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 was a customer of ******************** for **** years. During my time with them I NEVER signed a contract, and now they are holding me to a contract. In March of 2022 I purchased a new phone, I paid full price for the phone and bought it out right. I 100% own my $900 phone. This phone was connected to the Boost Mobile Network as they were my providers at the time. In December of 2022, I received an offer from another cellphone provider that would cut my bill in half so I decided to switch. I'm not in a contract, so it shouldn't matter right? Well apparently that's not the case. I contacted Boost Mobile customer service in December to let them know I would be switching. They then proceed to tell me that because my new phone was not connected to their network for 12 months I cannot take my fully paid phone with me. I went around in circles and spoke with approximately 6 people who all told me the same thing. The phone had to be attached to their network for 12 months. I had a back up phone and decided to just let them keep my new phone locked to their network, and I would use my back up phone to switch my phone number to the new company until the 12 months was up.I patiently waited until Saturday, April 29, 2023 to contact Boost Mobile to have my phone unlocked and switched over to my new provider since it had been past the 12 months of my phone being locked on their network. When I spoke with them this time they proceed to tell me that the phone had to not only be locked on the network but it also had to be active on their network. So, they're holding me to a contract that I never signed. I have tried to no avail to obtain a valid corporate address and phone number. I contacted an attorney that was going to contact them on my behalf, however every "corporate" phone number listed on ****** is not active. The number listed on BBB is not active either. I contacted a local branch and they also said they could not provide me with any contact info.How is this legal?
Business Response
Date: 05/26/2023
May 26, 2023

Ms. ***************************
2345 ************.
******, ** 60506

Re:BBB Complaint #********
253272484 - *************

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

On May 16, 2023, we received your complaint, dated May 1, 2023, filed with the Better Business Bureau.

You requested your device 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

Even though your phone was not active for 12 months, our records show that it was already unlocked.

Please note that 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).

Sincerely,

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

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

*********************
Initial Complaint
Date:05/01/2023
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 Feb 25th2023 I ordered a phone from boost mobile.com I was a customer with booth for ****** the phone was $69.99+I paid an over night fee of $12.00 tax was $5.15 my order total was $87.14 I also added an account for my husband for $25.00 I received the phone on Feb 28th. I attempted to activate the phone and account I was told they were having a system problem and could not activate and for me to call back in 24 hours I then called back in 24 hours and was told to call back in ************************************************************************************************************************************************ the phone they said no I called back every other day for two and a half months until their system was up when their system finally came up I tried to return the phone and get my money back on the account I have not still to this day been compensated for the phone I have been told numerous different things each time I call the last time I called they told me to go to a store a boost Mobile store and they would take care of it I went into the boost Mobile store they said in no way shape or form will they refund any of my items or my account I have called these people till I'm blue in the face I have been more than patient and now they refuse to return my stuff please help
Business Response
Date: 05/26/2023
May 24, 2023

*********************************
******************************
******, ** 63534

Re:BBB Complaint #********
689358645098 - *************

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

On May 17, 2023, we received your correspondence, dated May 1, 2023, filed with the Better Business Bureau.

You said you purchased a phone and a month of service on February 25, 2023. When you contacted **, you were unable to activate the phone/service. You requested to return the phone and receive a refund for it and the service you were unable to use.

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.

When we spoke, I informed you that a $25.12 refund has been submitted for the service you did not use. Please allow up to 20 business days for processing. We emailed you a *** return label. Once the phone is returned and inspected, a $87.14 refund will be submitted.

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

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

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

Customer Answer
Date: 05/26/2023

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:05/01/2023
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 got 2 boost mobile phones and service online. After a friend telling me do not bother I cancelled order 30 minutes later. They said they sending anyway. Ok, so I opened one phone activated used that one day and up total garbage! So the very next day a Saturday I sent all of back they even gave me a return number to write on the box. They received it that Monday. Only one phone was opened everything else I sent back in original package not open. That was April 2nd they got the return back I received them March 31 they got back April 2nd. They have yet to return the money. My bank covered me but not forever. They will not talk to me and hang up. I told them I will not do business so not charge me anything else. Well today they charged me 82 dollars for a month of service prepaid for **** They had no right since I have no permission they charged without authorization on an account that doesn't exist. They charged for 2 lines the other lines wasn't even activated. They owe ****** ***** ***** and now another ***** and some change in giving round number so about ****** all together. I turned into ********** there investigating but nothing done yet. My next option is to take them to court. They continue to steal from my bank account this is fraud and theft! It needs to stop! I cannot afford this. Thank you
Business Response
Date: 05/26/2023
May 25, 2023

*******************************
200 **************., Apt. 1C
**********, ** 40324

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

Dear ******************:
On May 16, 2023, we received your complaint, dated May 1, 2023, filed with the Better Business Bureau.

You stated that you placed an order for two lines, as you brought one device and purchased another. When you received the shipment, you only activated one device, but you did not like the service and decided to cancel. You shipped back the unused phone. Your account was then charged $82.96 for the next monthly payment. You requested a refund for the device you returned and the payment.

Our records indicate that the device you returned was received on April 30, 2023,and a refund of $10.59 was issued that day.

Your account was set up for automatic payments. This caused the payment of $82.96 to be taken, as the account was still active. I removed automatic payments to prevent future instances such as this, and I requested a refund for the $82.96 payment taken on April 30, 2023. Please allow seven to ten days for processing.

Sincerely,

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

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

                *********************
Customer Answer
Date: 05/26/2023

Complaint: 20001594

I am rejecting this response because: the phone wasn't refunded! It's ***** then another ***** then ***** for service that I already cancelled 30 days prior additionally I'm owed another ****** for the unopened phone! 10 dollars was refunded over a month later however why? I'm owed way more! I'll be getting a lawyer at this point for the maximum I can.! Thank you

Sincerely,

***************************
Business Response
Date: 06/06/2023
June 6, 2023

*******************************
200 **************., Apt. 1C
**********, ** 40324

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

Dear ******************:
On May 31, 2023, we received your rebuttal, dated May 31, 2023, filed with the Better Business Bureau.

You rejected our response because you said that you that you due a refund of $158.00 for the purchase of a device.

The payments made on the account are as follows:

$52.10 - This payment covered the cost of the first device at $9.99, and the first month of service for the first device at $40.00 plus tax.
$11.13 - This payment was for the first month of service on the second device.
$10.59 - This payment was for a second device at $9.99 plus $0.60 tax.
$82.96 - This payment was for the second month of service for both lines.

The $10.59 payment was refunded on April 30, 2023, when the unopened device was returned. The remaining payments on the account total $146.19.

Our records indicate that the refund submitted for $82.96 was rejected as it is currently being disputed by your financial institution. We are unable to refund a payment if theres an open dispute. Please contact your financial institution for further assistance.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/30/2023
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.
My phone line was suspended by another user on my account, I posted $100 deposit into the account be leaving it was due to the fact that my individual account had taken over and been separated from the family account. Upon realizing my phone line had not been restored, I called and requested a full refund. Representative messed up the refund request and it was not caught until after I called to check the status. A follow-up was requested by another representative. My money had been used in the account for the other individual remaining in the account, and I have been denied a full refund due to that money having been used a full 10 days after the request for a refund was made. I am continuously being told that their hands are tied and cannot issue me a refund.
Business Response
Date: 05/26/2023
May 24, 2023

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

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

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

On April 30, 2023, we received your complaint, dated April 30, 2023, filed with the Better Business Bureau.

You stated that your number was on a family account, but it was suspended by another user. You said before you were removed from the family account, you made a $100.00 payment. You indicated you have called several times requesting a refund, but you were told you were past the ten days that a refund could be issued.

With the information provided on your complaint, I was unable to locate a Boost Mobile account. My attempts to reach out to you to gather more information went unanswered. Please reach back out once you are able to provide the requested information, such as a phone number associated with an active account or the account number.

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:04/30/2023
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.
On December 9 2022 I switched to ******* cellular. After switching my phones over I found out that my phones had been locked by Boost Mobile. I contacted them dozens of times finally unlocked my wife's but mine is still locked. I just want my phone unlocked please help me its been very frustrating. Thank you *********************
Business Response
Date: 05/26/2023
May 16, 2023

Mr. *********************
*****************************
*********, ** 14085

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

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

On May 16, 2023, we received your complaint, dated April 30,2023, filed with the Better Business Bureau.

You requested your device 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

Please be advised that our records show that your unlock request has already been granted; please allow 72 hours for this to process and ensure your phone is powered on with the Boost Mobile SIM card inserted. Please also ensure that all software on your device is fully updated. If your phone requires a Master Subsidy Lock (MSL) PIN, please use ****** when your device instructs you to do so.

MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. 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).

Sincerely,

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

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

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

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

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

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

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

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

Complaints

Find a Location

Boost Mobile

Boost Mobile

Boost Mobile

Team Mobile - Green Springs

Boost Mobile

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Boost Mobile is NOT a BBB Accredited Business.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Boost Mobile is NOT a BBB Accredited Business.