Mobile Phone Service
Boost MobileHeadquarters
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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
- 4,997 total complaints in the last 3 years.
- 1,499 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/25/2023
Type:Customer Service IssuesStatus: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
********************************************************************
*****************************Initial Complaint
Date:04/25/2023
Type:Product IssuesStatus: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.
April 13 my phone service was disconnected even tho I had a $35 credit which is the amount of my monthly bill. After lo I king further into it I found I had a $5 balance due to me adding data it clearly stated in the Boost One app that the $35 was credited balance due $5 pay now. I clicked the pay now button and instead of it taking the $5 due balance it took $40. i requested my money back the same day yet the company refuses to refund my money. I keep being told a ticket is being opened for my refund then when I call back they say the ticket has been closed and that I won't be receiving a refund. Today I was told the ticket had been closed again and a credit will reflect for my next month's bill. When I clearly stated from the beginning of my request that I don't want a credit I need my money back. I don't want a credit because after this month I will no longer be using your service due to this being the second time the company has refused to give my money back after a error on your apps part. The first time it was for $60.38 a payment made on February 12th 2023 that I made but instead of it being applied to my account that I have had for 10 years it was applied to a new account that was opened in my name that I didn't open and after explaining that you you still refused to refund my money or apply the payment to the account it was intended for. I feel like my money is being taken and your company is just refusing to give it back. I think this is sad that you would treat your customers this way especially customers who have mean loyal to you for so many years. All I'm asking for is my money that shouldn't have been taking in the first place to be returned to me.Business Response
Date: 05/22/2023
May 17, 2023
*****************************
*********************************
***********, ** 63136
Re:BBB Complaint #********
************ - *************
Dear ****************:
On May 11, 2023, we received your complaint, dated April 25, 2023, filed with the Better Business Bureau.
You said that your service was disconnected on April 13, 2023, even though you had a $35.00 credit and paid an additional $5.00 for added data, according to the Boost One application. You also said that you intend to switch carriers once your service period ends.
A review of your payment history shows that a payment failed on March 14, 2023, which would have effected April ******** Two credits were applied to your account on April 14, 2023, for $50.00 and $20.00, which covered your April 13, 2023, through May 12, 2023 ******** I could not locate the $35.00 credit you referenced in your complaint. Nevertheless, the two credits applied on April 14th covered your bill due at that time; therefore, you received a cash benefit due to not having to debit your bank account to pay for that month. Your refund request is not granted.
Your account is disconnected. If you still intend to switch carriers, you will need to provide them with your Boost account number, ************, and port-out PIN, ******.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210*****************************
Initial Complaint
Date:04/24/2023
Type:Product IssuesStatus: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 ordered a sim card for their service. they didn't send the sim card. they charged me for the sim, and a few months of service. when ever i contacted them they would say their services were not working. now they are saying they won't refund me. they didn't give me anything and charged me.Business Response
Date: 05/19/2023
May 15, 2023
Mr. *********************
*****************************************************************************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On May 11, 2023, we received your complaint, dated April 24,2023, filed with the Better Business Bureau.
You stated that you ordered a Boost Mobile SIM card, but you never received the order. You said you were then charged for several months of service. You requested that we refund your payments.
Our records show that the order was shipped via *** to the address entered at checkout. If the order was not received, please contact *** directly to submit a claim.
Please note that prior to making your purchase, you are advised that this SIM card will automatically activate two to three days after the order is processed. You also agree, by making the purchase, that the account will be enrolled in the autopay feature, and you will automatically be billed for service going forward. Your account is currently interrupted due to a dispute we received from your bank. We are unable to issue any compensation until this dispute is resolved.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
***********************************350
******,** 80210
*********************Initial Complaint
Date:04/24/2023
Type:Service or Repair IssuesStatus: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 purchased a phone through boost mobile the device does not work I have called for the last month they all go through the same steps and still nothing I have not been able to receive call out text nothing my phone constantly say not on a network cant make anything but emergency calls for the past month I paid for the phone a bill twice and they tell me they cant replace or refund me my money I paid for the device go into store they want to charge just for looking at the phone no and they just can take my money not replace a defected phone I want my money back a refund for my money all my moneyBusiness Response
Date: 05/19/2023
May 15, 2023
*********************************
**************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On May 11, 2023, we received your complaint, dated April 24,2023, filed with the Better Business Bureau.
You stated that your device does not work, except to make emergency calls. You requested that we provide a refund for all payments made to Boost Mobile.
Our Boost Mobile Terms and Conditions disclose that new equipment is sold with a one-year manufacturer's warranty. Boost Mobile does not manage these warranties, and any device issues requiring warranty assistance should be directed to the equipment manufacturer. As you stated that the device is able to make emergency calls, it is connected to our network.Additionally, as our system indicates that the device has consumed network resources, your refund request is respectfully denied.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:04/24/2023
Type:Service or Repair IssuesStatus: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.
Ok i have Boost***** phone line but their service is not working like they said ii does and my mainly concern is my parents to contact me by calling my phone line so every-time they call me my phone line saids it unavailable to receive calls but i also noticed that boost ***** blocked(restricted)**** and Cricket wireless carriers so anyone who has those carriers the calls WILL NOT go through any other carriers like boost or ******* call go through Like nothing with no problem but most of my contacts has. Cricket wireless and **** i would like all my entire refund since i day 1 of the accountBusiness Response
Date: 05/19/2023
May 15, 2023
*****************************************
********************************************************
Re: BBB Complaint #********
************ - *************
Dear ******************:
On May 11, 2023, we received your complaint, dated April 24,2023, filed with the Better Business Bureau.
You said that you are experiencing issues with your device.You stated that AT&T and Cricket customers are unable to call you.
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. We recommend reaching out to your phones manufacturer for further assistance.
We regret any inconvenience you may have experienced.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
***********************************350
******,** 80210
*********************Initial Complaint
Date:04/24/2023
Type:Product IssuesStatus: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 a phone with Boost Mobile, and I selected a pre-paid plan with payment of $45+tax every 3 months. I had authorized automatic payment with my PayPal account for this.On April 12, 2023, they were supposed to charge me $47.51 for the 3 months of ******************* I was charged (4 x $47.51) on the same day.I called them on April 13, 2023 to report this and ask for a refund, but their associate could only see a single payment from their side and they opened a ticket #******* to investigate this issue.I waited for 4 days and called them again and the associate this time couldn't understand what the issue is, and she said "okay we will process a refund for you for ($190.04)" and she opened a new ticket #******* to do this. I told her I should get refund for only ($142.53) which is 3 x $47.51 being over charged. She acknowledged and opened yet a third ticket #******* for correct refund. After I finished talking to her, I noticed that instead of refund, they actually charged me "additional" 5 more times (5 x $47.51) on the same PayPal account (got notification).Then I called them again and this time I requested to speak to a supervisor and I was so angry. They got a supervisor on the other line, but basically he did NOTHING. He opened yet a fourth ticket #******* for the original 3 additional payments on April 13, 2023, and a fifth ticket #******* for the extra 5 payments on April 17, 2023. Next day I got a notification that ticket #******* was resolved, but until today April 24, 2023 I don't see any refunds. I had to call PayPal customer service to dispute the extra charged and the managed to refund 2 of extra charges to me. Got only refund from PayPal not from Boost Mobile.I am terribly upset by the way Boost Mobile is handling their payment system and by they "irresponsible" mess handling of my tickets and my refund request. I will disconnect my service immediately with Boost Mobile and notify all my friend of the terrible experience I have with them.Business Response
Date: 05/19/2023
May 17, 2023
*********************************
*********, ** 94583
Re: BBB Complaint #********
************ - *************
Dear ******************:
On May 11, 2023, we received your complaint, dated April 24,2023, filed with the Better Business Bureau.
You said Boost Mobile took multiple payments and you have not received a refund.
A review of our records show a single $45.71 AutoPay payment via PayPal on April 12, 2023. Five more PayPal payments were made via your online account on April 17, 2023.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Customer Answer
Date: 05/23/2023
Complaint: 19976252
I am rejecting this response because the response from Boost Mobile is not accurate and has no meaning.First, I didn't authorize these 5 "extra" payments that were all done on the same day on April 17th, 2023. They were taken directly from my automatic payment account from PayPal when I was requesting a refund for 3 prior over-payments from April 12th.
I hereby ask him to put a good reason for me doing 5 payments on the same day while I am fighting for my previously over payments. That is insane, no one would do that.
Second, while he is saying that only one payment was shown from their side, I am attaching all the PayPal activities between April 12 to April 17 showing that 4 payments were automatically withdrawn on April 12th and not only payment. I don't know why their system is showing only one payment, may be it is an error in their system, but my PayPal as well as my credit card on file were charged 4 times on that day of April 12, 2023 and I have all the statements from PayPal and my credit cards showing that. I am only attaching the PayPal activities not to expose any financial information.
Third, he did not go through all the details of the tickets that I filed with them and NONE of them got any action other than just more over payments when I was requesting a refund and fixing their error. So, he is basically ignoring all my argument and details about my interactions with their customer service. That is totally unprofessional and unethical.
Based on what I witnessed so far, I don't think this company is capable of doing real business and they do not know how to handle their customers' matter professionally.
I am so disappointed of the kind of reaction and response that they sent.
Sincerely,
*****************************Business Response
Date: 06/01/2023
May 31, 2023
*********************************
**************, LA 94583
Re:BBB Complaint # ********
216670569287 - *************
Dear ******************:
On May 25, 2023, we received your rebuttal, dated May 25, 2023, filed with the Better Business Bureau.
You disputed the information provided in our response.
While we regret that you disagree, the information provided in my previous response is based on our records and your account. Our records show a single AutoPay payment on April 12, 2023, and five web-based payments on April 17, 2023. Those payments were not initiated by our system.
As to the other payments you said were withdrawn, please contact PayPal regarding their disposition.
Please note that I cannot speculate as to anyones actions or intentions.
As your payments were either canceled or refunded, we respectfully consider this issue closed.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210Customer Answer
Date: 06/08/2023
Complaint: 19976252
I am rejecting this response because of not addressing the main point of my complaint which is why didn't they provide any resolution to my multiple service tickets that I raised with their customer support and just ignored my multiple calls to investigate these multiple payments and work with me and my PayPal automatic payment towards a resolution?!It seems to me that their escalation department is as complacent as the rest of their customer support personnel. I believe they have recordings of my calls to their customer support, they can go back and listen to them to realize that they DID NOT provide me with any meaningful resolution other than just keep closing the tickets from their sides and wash their hands of my issues.
I hope they will eventually go and listen to these recordings when I start a legal action against the company to address their billing system malfunction and unresponsive customer support.
Yes, I eventually got refunds from my financial institutions because I complained to them and they listened to me and investigated and determined that these were illegitimate transactions. On the contrary Boost Mobile just chose to ignore my requests and shut me up and steal my money!
Again, I am really astonished by the unprofessional and tough skinned responses that **************, their escalation officer, has formulated. What a waste of time and money dealing with this company!!
Sincerely,
*****************************Initial Complaint
Date:04/24/2023
Type:Billing IssuesStatus: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 charged 320 and this *************** refused to give me a receipt and refused to give me his managers phone number and I contacted other boost mobiles and they told me I was only suppose to get charged ******* to switchBusiness Response
Date: 05/26/2023
May 25, 2023
*********************************
24 ***********.
*****, ** 19023
Re:BBB Complaint #********
784851238649 - *************
Dear ****************:
On May 16, 2023, we received your correspondence, dated April 24, 2023, filed with the Better Business Bureau.
You said you visited a Boost Mobile store and you were charged $320.00. You indicated you contacted other Boost Mobile stores and you were informed you should have only been charged between $200.00 and $280.00. You also expressed concern with the customer service you experienced. You requested a refund.
Please note, Boost Mobile stores are independently owned and operated, and as such, they maintain their own phone inventory and set their own return and exchange policies. Therefore, your request for a refund cannot be met.
We strive to provide excellent service and we regret that your experience was unfavorable. Boost Mobile appreciates your business and we thank you for your continued loyalty.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:04/24/2023
Type:Service or Repair IssuesStatus: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 made a phone purchase on 2/23/23. Stated was delivered on 2/28/23, did not receive. Called Boost and filed claim #*********, rep called back 3/1/23 and stated phone not in stock and can issue refund, l stated that was fine. She advised **** business days. Waited time frame and called back, that stated should have received, processed on 3/16. They issued another case # ********* to find out where credit. Stated ***** hrs, when I calledback was advised **** business days. Called back on 4/20 and a representative stated due to my spoke with upper management and credit was issued, should ************** 48hrs. Called 4/25 and now they stated I migrated to new Boost, but they have. No info regarding my claim. Several representatives have just hung up on me and noone can give me a straight answer regarding my refund. A claim was made with *** the day of delivery.Business Response
Date: 05/19/2023
May 19, 2023
****************************
************************
********,** 32446
Re: BBB Complaint #********
********* - *************
Dear ****************:
On May 11, 2023, we received your correspondence, dated April 24, 2023, filed with the Better Business Bureau.
You said you purchased a phone on February 23, 2023, but you did not receive it. You stated you were promised a refund, yet you have not received one. You also expressed concern with the customer service you experienced.
A $107.49 refund has been resubmitted in the interest of customer service. Please allow up to 20 business days for processing.
We strive to provide excellent service and we regret that your experience was unfavorable.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
***************************************************************** / ******* Better Business Bureau
*************************************350
******,** 80210
*********************Customer Answer
Date: 05/22/2023
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:04/24/2023
Type:Service or Repair IssuesStatus: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 Grandaughter needed a new phone she had been using Straight Talk Wireless so we had a boost mobile phone that was unlocked thinking that we would sign up for Boost Mobile and port her number to the boost phone unfortunatley for some reason or the other straight talk would not port the number over but in the meantime boost had take $26.81 out of my grandaughters account, so we went to the boost mobile store in ********* ** store on 04/18/23 to see if the people at the store could help us port the number over but the store associate said she would have to charge $35 to do it so while at the store I contacted boost customer servvice after ********************** passing me off to several people they finally gacve me to an person to help me and I asked him for some kind of an I.D. and he said he wa operator "ONT" and gave me a ticket number ******* we were on a conference call with straight talk for over 2 hours going back and forth to the same departsments at straight talk finally operator "ONT" told me file a complaint against straight talk which will come after I file this complaint against boost mobile, so fast forward to 04/23/23 I called boost mobile about getting back the $26.81 that they had taken out of my grandaughters account but I kept gettting pushed to one customer service represenative to another (they all asked me for an account number or phone number so I would give them the **** number and pin number they all would say it is not valid) since we ddidnhave an account those number wouldn't be valid and they all said they couldn't pull up that ticket number *******, so after being on the phone with boost mobile for over an hour the last customer service rep. ****** (don't know if that's her real name or not) I asked to speak to a supervisor she told me there were none available then I aske her for someone who can open that ticket number ******* and told no one can open that so I don't understand why they would give a person a ticket number if no one can open it. I feel thaat boost mobile is stealing my grandaughters $26.81.Business Response
Date: 05/19/2023
May 18, 2023
*************************************
***********************
************, ** 19426
Re: BBB Complaint #********
************ - *************
Dear ************************:
On May 11, 2023, we received your complaint, dated April 24,2023, filed with the Better Business Bureau.
You said your granddaughter attempted to initiate a Boost Mobile account, but she was unsuccessful. You requested to have her initial payment refunded.
I located her account and refunded her $26.81 payment.
We sincerely regret any inconvenience this issue may have caused.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:04/24/2023
Type:Service or Repair IssuesStatus: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 advertises a unlimited plan for $25 so I changed plans. Now I go look at my account and it says unlimited plan $25 changed to $33 and they changed the unlimited plan to 40 gigs of data. Not going to happen cause thats false advertising isnt it??. They deceive you and then change your plan. I called yesterday and told them I am filing a complaint.Business Response
Date: 05/19/2023
May 18, 2023
***********************************
***************************************************************
Re: BBB Complaint #********
************ - *************
Dear ********************:
On May 11, 2023, we received your correspondence, dated April 24, 2023, filed with the Better Business Bureau.
You said you signed up for a $25.00 unlimited plan, and you expressed concern that the unlimited plan changed to 40 GB of data per month. You also mentioned you are being charged $33.00 per month.
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.
Our records confirm that you are enrolled in a $25.00 unlimited phone/text monthly plan with 30 GB of data. You were issued a $5.18 courtesy credit on April 30,2023, and a $21.18 payment was processed on May 1, 2023.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*************************************350
******, ** 80210
*********************Customer Answer
Date: 05/20/2023
Complaint: 19973511
I am rejecting this response because:
Sincerely,
*******************************
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