Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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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

4,994 total complaints in the last 3 years.
1,498 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:04/26/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have not had text, call or data service for over five hours and counting, today April 26, 2023. I have to drive and walk about with no phone service. This is my only phone service and very inconvenient. Boost Mobile service has gotten really bad since Dish Network has purchased. I tried calling and could not wait because I am work now. I had to go on my work computer to chat and was 684 and waited over two hours to reach out to someone. He had no ETA and concern that I had no telephone service. I cannot reach anyone and they cannot reach out to me. This is totally unacceptable!
Business Response
Date: 05/23/2023
May 21, 2023

Mr. ***********************
******************************************. 6H
Queens, ** 11435

Re:BBB Complaint #********
751616265546 - *************

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

On May 15, 2023, we received your correspondence, dated April 26, 2023, filed with the Better Business Bureau.

You expressed concern with the network coverage in your area.

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.

Our records indicate a $5.00 courtesy credit was issued to your account on April 28, 2023.

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

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

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

Customer Answer
Date: 05/23/2023

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:04/26/2023
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.
Boost mobile is terrible. Calls get dropped, data doesn't work at all, but they are quick to charge for service, that you don't receive, can't get anyone from the company to contact me, was on hold for over 2 hours before I just gave up. Steer clear of boost, they just don't care
Business Response
Date: 05/23/2023
May 18, 2023

*************************
*********************************
************, ** 32226

Re:BBB Complaint #********
915475282366 - *************

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

On May 15, 2023, we received your complaint, dated April 26, 2023, filed with the Better Business Bureau.

You said that Boost Mobile is terrible because data does not work and calls drop, but we are quick to take payments.

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.

The payment and billing systems are independent from the data and calling network and are not designed to synchronize due to the reasons stated above.

Sincerely,

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

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

*****************************
Customer Answer
Date: 05/23/2023

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:04/26/2023
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.
Boost Mobile has overcharged my debit card for monthly service (double billing). I attempted to resolve this situation via live chat on the Boost Mobile website and was told I was required to call a provided 800 number. The agent I spoke with at the 800 number was argumentative and unreasonable at best. What I require to resolve this situation is 1. A refund of all overcharged monies. 2. A complete and total removal of any and all debit/credit card information from the Boost Mobile Data base/website related to my banking information.
Business Response
Date: 05/23/2023
May 18, 2023

*************************************
******************************
*****************, ** 72118

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

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

On May 12, 2023, we received your complaint, dated April 26, 2023, filed with the Better Business Bureau.

You said you were double-charged. You requested that all your payment information be removed from your account and that you be provided with a refund.

Our records do not reflect any double payments. We received a $5.00 payment on April 24, 2023, because you added a one-time 1 GB add-on. We also received your regular $35.00 payment on April 26, 2023, for the $35.00 Unlimited Talk/Text with 10 GB Plan. Your March 2023 charges of $35.00 for your plan were paid on March 26, 2023.

Please note that we require that a payment method be saved to active accounts. Boost Mobile values our customers' security and privacy. However, we also must retain certain records as a business. We maintain a variety of physical, electronic and procedural safeguards. These safeguards help protect your personal information from loss, misuse, and unauthorized access, disclosure, alteration and destruction.

As our records reflect no double-payment, we are unable to provide a refund for this issue.

Sincerely,

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

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

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

Customer Answer
Date: 05/23/2023

Complaint: 19984058

I am rejecting this response because:
Your company policy relating to retaining payment methods is moot, you have no legal basis to retain my banking information based on a one time charge without my permission. This policy never existed before and is easily resolved. I will simply file a complaint with the CFPB. Secondly, I will have my bank reverse the charges to my debit card that you are unable locate or fraudulently denying.
Sincerely,

*********************************
Initial Complaint
Date:04/26/2023
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 canceled my Boost **************** by porting to another carrier on January 29th. My phone number has been active on another carrier since the 29th meaning it is in no way possible I used my boost infinite service. I contacted boost on Febuary 18th since I was still being charged, customer service assured me the line would then be canceled and i wouldn't be charged again and receive a refund. I even received a cancelation confirmation email at that time. However upon looking at my credit card statements I was again charged in March for an account that had been closed and April, essentially THEFT! I expect a refund for Feb, Mar and Apr ($75)AND a cancellation of autopay immediately.My phone number was ************ and email **********************
Business Response
Date: 05/23/2023

May 20, 2023

Mr. *************************
*********************************************************************************************

Re:BBB Complaint #********
997962637703 - *************

Dear Mr. ******:

On May 12, 2023, we received your complaint, dated April 26, 2023, filed with the Better Business Bureau.

You said you ported your phone number to another service provider on January 29, 2023. You indicated that you were charged without your consent. You requested that a refund be provided and that autopay be disabled.

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

A $77.58 refund has been submitted in the interest of customer service. Please allow up to 20 business days for the refund to be processed.

Please be advised that autopay will need to be disabled through the Boost Infinite app.

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

Sincerely,

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

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

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

Customer Answer
Date: 05/23/2023

Complaint: 19984010

I am rejecting this response because:

This DOES NOT resolve my complaint. Thank you for processing the refund, but that is only part of the issue. I reached out to cancel my account months ago and this was never processed. I STILL SEE a pending autopay for May 24th (tomorrow) for an account that could not be possibly active by the same FCC portability rules you cited. My number is active on a different carrier, meaning it is IMPOSSIBLE that it is still active on Boost infinite. Please CANCEL AND FULLY CLOSE my account. The autopay should also be cancelled. Failure to comply would mean a violation of the law, as under law I can request to cancel my account IN WRITING and not via an app.

Sincerely,

*************************
Business Response
Date: 05/31/2023
*** 30, 2023

Mr.*************************
********************************************************************************************

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

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

On *** 25, 2023, we received your rebuttal, dated *** 25, 2023, filed with the Better Business Bureau.

You expressed concern that your account has not been disconnected as requested. You indicated it is still set up on ******* and a payment was scheduled for *** 24,2023. You requested your account be disconnected and for all future payments to cease.

Our records indicate your account is pending disconnection on June 8, 2023. The last payment was taken on April 24, 2023, and no future ones are scheduled.

Sincerely,

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

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

                *********************
Initial Complaint
Date:04/25/2023
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.
We had an account with ********************** that was cancelled in January 2023. Boost has continued to charge ** in the months of February, March, and April. They are currently refusing to refund ** for a service we have not had since the end of January. You cant speak to anyone in billing, they claim there is no phone number for billing. Ever since they began transitioning the company everything has plummeted downhill. Weve removed all accounts with them and are still fighting with them at this time.
Business Response
Date: 05/22/2023

May 20, 2023

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

Re:BBB Complaint #********
352617378 - *************

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

On May 11, 2023, we received your complaint, dated April 25, 2023, filed with the Better Business Bureau.

You said you canceled your account in January 2023. You indicated that after your account was disconnected, you were charged without your consent. You requested a refund.

Our records indicate that Boost Mobile did not receive a request to disconnect your account in January 2023. The payments in question were taken as automatic payments. Please be advised that the autopay feature was enabled at your request. The automatic payments ceased when your phone number was ported to another service provider on April 3, 2023.

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, your request for a refund cannot be met.

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

Sincerely,

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

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

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

Customer Answer
Date: 05/25/2023

Complaint: 19980133

I am rejecting this response because:
Boost Mobile is the one who suspended the account. Not because of payment issues but because they didnt like the phone numbers being called. What their records should reflect is that we spoke to someone in ******* and told them to close our account. We spoke to someone multiple times in February and told them to close the account. We spoke to someone multiple times in March and told them to close the account. We spoke to someone multiple times in April then someone FINALLY closed the account. We could not remove the auto pay feature because we were NOT ALLOWED to access the SUSPENDED, supposed to have been closed, account. ******************** still continued to charge us for three months even after many conversations with customer service where each time THEY FAILED to cancel the account per our insistence. Why would we continue to willingly pay for a service we had no access to? We changed service providers as soon as they told us they would not be reactivating the account. They chose to block us from it, we didnt have access, we verbally told them in JANUARY to close the account. They failed to do so. They owe ** a prorated amount for ******* plus ******** for February, March, and April.
Sincerely,

*****************************
Business Response
Date: 06/01/2023
May 30, 2023

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

Re:BBB Complaint #********
352617378 - *************

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

On May 26, 2023, we received your rebuttal, dated May 26, 2023, filed with the Better Business Bureau.

You said your phone was suspended without your consent, and you then called in January 2023 and requested your account be disconnected. You maintain your request for a refund for ******** February, March and April 2023.

Our records indicate your husband's account was suspended for Prohibited Network Violations, but your account was not.

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

The last two payments made to your account were on February 4, 2023, and March 4, 2023. We have received no payments since then. Our records show that we did not receive any contact regarding your account until March 10, 2023.

As stated in my previous letter, all payments made to Boost Mobile are non-refundable and final. Your request for a refund cannot be met.

Sincerely,

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

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

*********************
Customer Answer
Date: 06/02/2023

Complaint: 19980133

I am rejecting this response because:
It is not my fault that your people did not do their jobs correctly. I was charged by Boost Mobile in February, March, and April. We are also requesting a pro rated amount of $11.30 for ******** You all cut off the line. We requested the account to be closed right after and also in March twice and also in April. I have at least four ticket numbers where we had to request refunds and we ALSO ordered the closing of the account. We even transferred the number to another carrier yet were still charged. How are we supposed to turn off autopay when we are blocked from the account? We couldnt so we called Boost a million times telling them to close the account each time being told it was closed only to be charged AGAIN the following month.
Sincerely,

*****************************
Initial Complaint
Date:04/25/2023
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 4/24 I was scammed out of my money. I made a phone payment for 35$ including 5$ for extra data. When my bill was due they had suspended my account. when I contacted them on the phone they said they dont know why my account was suspended. I told them I just wanted a refund and that I was going to another provider. Ive used this company for 7 years and recently its been nothing but issues. I never received and proof that a refund was being sent and every time I contact they keep say its under review. They also enrolled my account into autopay without my permission and said that I couldnt get the 5$ back for the data pack even though I am unable to use it. So I will be addressing this to friends/followers/family on social media so that everyone can be careful coming to this company.
Business Response
Date: 05/22/2023

May 19, 2023

*********************
*************************
************* 43213

Re:BBB Complaint #********
626474550182 - *************

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

On May 11, 2023, we received your complaint, dated April 25, 2023, filed with the Better Business Bureau.

You said you made a $40.00 payment towards your account. You indicated your account was suspended without your consent. You mentioned you did not enroll into autopay, yet autopay was established on your account. You stated that you were promised a refund, yet you have not received a refund.

Your account currently has the autopay feature enabled. Please note that autopay can be activated and disabled through the BoostOne App. Additional information regarding autopay can be found at *********************************************************************************************************************************************.

Our records indicate a refund was submitted on April 24, 2023, and was processed on April 26, 2023. Please allow up to 20 business days for the refund to be completed.

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

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

*********************
Initial Complaint
Date:04/25/2023
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 16 2023 my credit card was charged $31.76 by BoostMobile , I do NOT have a boostMobile account and never have nor ever applied to have a boostMobile account. When I tried to dispute with my credit card company- they said I have to first have proof I disputed with boostMobile but you cant do that unless you have a boost account. So now out $31.76 ! How can they do this to people ???
Business Response
Date: 05/22/2023
May 20, 2023

*********************************
**************************, ** 08087

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

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

On May 11,2023, we received your correspondence, dated April 25, 2023, filed with the Better Business Bureau.

You said you were charged $31.76 on April 16, 2023, without your consent. You requested a refund.

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, your request for a refund cannot be met.

Sincerely,

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

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

                *********************
Initial Complaint
Date:04/25/2023
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.
Last March I ordered an iPhone on the Boost Mobile website. I did not, however, receive any kind of confirmation of my order in my email. The webpage also did not confirm that an order was made in anyway and refreshed my page back to the order page.I checked my bank account and nothing happened. This was about half an hour after my order. I then on the webpage on Boost's website that I already had open, tried to make the purchase again. Once again, I did not receive any order confirmation via email or even an indication that an order was made on the web page.An hour later I found that I was charged twice for the phone. I did not intend to buy two but I did not even believe that I had purchased one because there was no receipt. Even after my account had been charged twice, there was no record of the purchase in the form of receipt or even on the boost mobile online portal. It did not list my purchases on my account part of the site.The next day on March 3, I immediately tried to contact Boost Mobile and ask them to cancel the second purchase. They were going through some kind of internal networking error and my call was just declined. I repeatedly called them during this time of system failure since then.Eventually, when Boost reps were back online, I called them about my issue and they told me that because of the situation, that I would not be held liable and be refunded all of my money $571.73. For several weeks, they continued to tell me that they could not give me an authorization number because something else was broken internally but that I had nothing to worry about and that when systems are back up that they would refund me.On April 11, I called again and the hotline rep gave me a ticket number (*******). He said that they would email me a confirmation and that I would receive a return authorization number. I never got it. I called last week and the rep hung up on me. I called again today and they said that they cannot process this number.
Business Response
Date: 05/22/2023
May 18, 2023

***************************
******************* W., Apt. 304
**************, ** 55108

Re:BBB Complaint #********
316917564517 - *************

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

On May 11, 2023, we received your complaint, dated April 25, 2023, filed with the Better Business Bureau.

You said that you purchased an iPhone in March 2023 online, but you did not receive any form of confirmation; therefore, 30 minutes later you placed another order, but still no confirmation. However, your bank account was charged twice and you received two phones.

I attempted to contact you by phone and email on May 17, 2023, but I did not receive a reply.

Please respond to my email with the additional information necessary to research this issue:

Has the phone been returned to Boost Mobile?
If the phone still needs to be returned, verify the email address to send a return shipping label.
What is the **** of the phone you want to return?

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

*****************************
Initial Complaint
Date:04/25/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/15/2023 I purchased a Boost Mobile Pre-Loaded Sim Kit from ******** Based on internet information, the kit was compatible with my phone. Upon trying to activate the service, error message stated that my phone was not compatible with the ************** I attempted on 2 occasions to return the kit to ******* for a refund. I was told that their system would not process the item and to contact Boost Mobile for the refund. Calling Boost and speaking with ***************** they attempted to activate the phone but got the same error message. I explained the no return policy from *******, Boost Mobile continues to try and send me back to ********
Business Response
Date: 05/22/2023
May 17, 20023

Mr. ***********************
22 *****************.
*********, ** 19465

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

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

On April 26, 2023, we received your complaint, dated April 25, 2023, filed with the Better Business Bureau.

You stated that on April 15, 2023, you purchased a Sim Kit from ******** but you found out later that your phone was not compatible. You said you have tried to get a refund from Boost Mobile, but you have been advised to return to ******** You mentioned ******* has a no-return policy and they are unable to issue you a refund. You requested a refund.

As no payment was made directly to Boost Mobile for the Sim Kit, we would not be able to issue a refund. For further assistance, you would need to reach out to the location from where you purchased the item. If you are disputing their no-refund policy, you would need to work with them for a resolution.

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

Sincerely,

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

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

*********************;

Customer Answer
Date: 05/23/2023

Better Business Bureau:

Please be advised that when your distributors refuse to assist your potential customers, this also reflects negatively on your service. Their refusal to accept returns, per them, is due to Boost refusal to reimburse them for these materials and issues. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank You for your reply.
Sincerely,

***********************
Initial Complaint
Date:04/25/2023
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.
Hello my service with Boost is very poor. Paid bill 03/2023 no internet service after paying. Called customer service to change towers they said I could not change.
Business Response
Date: 05/22/2023
May 17, 2023

***************************
1335 ***************.
*******, ** 43420

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

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

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

You said you have received very poor service from Boost Mobile, and when you requested to change towers, you were told this could not be done.

Unfortunately, I was unable to locate an account with the information you provided.

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 addition, Boost Mobile cannot arbitrarily select a specific cell phone tower for a phone to connect to for service. However, most cellular phones will automatically search for the tower that has the strongest signal.

Sincerely,

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

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