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

5,002 total complaints in the last 3 years.
1,500 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:04/19/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to the store location and the man there was nice but didnt help much, this complaint isnt about him its about boost service who disconnected my services and told me the turn around time is 7 business days in which i will be with out a phone for the entire period of time, this is unacceptable especially ** this hasnt happened before
Business Response
Date: 05/16/2023
May 12, 2023

***********************
**********.
*************, ** 27105

Re:BBB Complaint #********
231664316597 - *************

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

On May 8, 2023, we received your complaint, dated April 19, 2023, filed with the Better Business Bureau.

You said that your service was suspended and you were told the turnaround time is seven days, which is too long to be without a phone.

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

For any additional concerns regarding this issue, please email ***********************************.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

*****************************
Initial Complaint
Date:04/19/2023
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 bought the cellphone with Boost same i didn't use i paid every month for he regulation after 1 year can unlock the phone, but now the company refuse to unlock the phone i had a number but now i don't have and i had this number also ************ i need the cellphone unlock
Business Response
Date: 05/15/2023
May 11, 2023

***********************************
************************************
*********, ** 32940

Re:BBB Complaint #********
759926614890 - *************

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

On May 8, 2023, we received your complaint, dated April 19, 2023, filed with the Better Business Bureau.

You stated that your phone has not been unlocked as requested.

Our records confirm that your phone was previously 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:04/19/2023
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.
Boostmobile is falsely advertising an unlimited talk, text, and data plan for $300 a year. I paid $300 on March 12, 2023 for this plan. However, instead of getting unlimited data, I am getting completely cut off at 1GB a month with no more data. This has so far required me to purchase additional data twice. On March 29, 2023, I called Boostmobile and complained that I had no more data. I was told the problem should fix itself the next month. So, I had to pay $15 for an additional 5GB of data. The next month, the problem was still not resolved. On April 13, 2023, I had to pay an additional $30 for an additional 10GB of data that I needed. I contacted Boostmobile again, and they were not able to resolve this problem. Even though I have paid the $303.70 (including fees) for one year of phone service with unlimited data, Boostmobile is only giving me 1GB a month. After numerous phone calls, they are not able to fix this problem.
Business Response
Date: 05/17/2023
May 16, 2023

*****************************
*************************************
*******, ** 18472

Re:BBB Complaint #********
371529930149 - *************

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

On April 19, 2023, we received your complaint, dated April 19, 2023, filed with the Better Business Bureau.

You said that on March 12, 2023, you paid $300.00 to Boost Mobile for the Unlimited Talk/Text/Data plan, but the service was cut off after using 1 GB of data. You contacted Boost Mobile and were told the issue would be corrected next month, and you paid $45.00 for extra data while still on the 1 GB plan.

When we spoke on May 16, 2023, you stated that you were in the process of moving your service to a new provider and would contact me once it was completed.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 05/21/2023

Complaint: 19956197

I am rejecting this response because:
I am seeking full compensation from Boostmobile for $303.70 that I paid on March 12, 2023 for an unlimited data plan that I never received. Multiple phone calls to Boostmobile customer service were not able to rectify this problem.
It is highly criminal and blatant false advertising to sell someone an unlimited data plan and then cap the data at 1GB per month.
In addition, I am also seeking full compensation for the two unnecessary payments I made for additional data:
$15.00 that I paid on April 29th, 2023 because my data ran out after 1GB of service, and
$30 that I paid on April 13th, 2023 because once again my service ran out after 1GB of service.
Multiple phone calls to Boostmobile customer service were not able to rectify this problem. The only advice I received was to "buy more data" when I had already purchased an unlimited data plan. Therefore, I am seeking full compensation for all of these payments, totaling the amount of $348.70.

Sincerely,

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

*****************************
*************************************
*******, ** 18472

Re:BBB Rebuttal #********
371529930149 - *************

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

On May 24, 2023, we received your rebuttal, dated May 24, 2023, filed with the Better Business Bureau.

You rejected my response stating that in addition to my offer to refund the $303.70 you paid for one year of Boost Mobile service, you also want a refund of the $45.00 you paid to add data to your service plan.

When we spoke on May 16, 2023, I requested that you contact me directly once you completed the port out of your number to a new provider. A review of your account indicates your port out was completed, and I requested a refund of the $303.70 paid on March 12, 2023, the $15.00 paid on March 29, 2023, and the $30.00 paid on April 13, 2023. Please allow two weeks for processing and delivery.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

*****************************
Initial Complaint
Date:04/19/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a Boost Mobile customer since ******** years) and never thought I would be treated so poorly.On Sunday April 16th, I called to have an eSim on my phone. Boost Mobile advertises that eSim are compatible with Iphone XR with the latest IOS. I have an XR with latest IOS 16.4.1.The representative said he activated it on my phone. On Tuesday April 18th, I woke up with no service at all on my phone: I cannot call, text and have no cellular data. I spent hours on the phone with different representative. The first representaive falsely told me there was an outage in my area. The second representative said the eSim was not properly activated and we started the **************** again (by then I had spent 2 hours over the phone). She canceled my physical sim and asked me to take it out and wait until the eSim is activated. Nothing happened. i called again and the other representaive said that when I get another physical sim card, that was ordered, the new physical sim will transform into am eSim. I called again and was told that we can try to reactvate the former physical sim. it did not work. In Evening, I request to speak with a supervisor who finally told me the truth. My phone connection with Boost Mobile is part of the old system migrated to the new system and that, in spite of my phone being compatible, the eSim is nto compatible with the old system. As of today, I still do nto have a phone and I have to wait for a sim card to arrived. Had I had been told that since Since, I would not be left with now 48 hours without a working phone. In this terrible process, I have had a representative hunging up on **** spent a lot of hours on the phone, repeating the same thing over and over again. As i am writing I am still waiting online to speak with a supervisor to place a complaint. Boost Mobile does not provie complaint emails.I request 1 month free of charge ($35).Respectfully,********************* I currently have no working phone.
Customer Answer
Date: 05/02/2023
Dear ***, Dear *****,
I am following up on my complaint # ******** with more detailed information as the issue persists.

On Sunday April 16th 2023, I called Boost Mobile to investigate if a eSim could be added to my phone. The representative said that because my phone was an Iphone XR and that my IOS was up-to-date a eSim could be implemented. He installed and activated the eSim. I saw no difference. Sunday night and Monday April 17th 2023, my phone was working as usual.

However, on Tuesday April 18th 2023, I woke up and I had no cellular data on my phone. I was unable to make a call, receive calls, send and receive messages or get wifi. On Tuesday 18th 2023, I called Boost Mobile 8 times to attempt to figure out what was going on. A representative intended to put the eSim again. To do so, she asked me to remove my physical sim and canceled my physical sim totally. However, it was still not working. The last person I spoke with on that day was the supervisor who said that, although my phone could support a eSim, the system that supports my plan is "part of the old system that my migrated in the new system" and it cannot support a eSim. I believe her name was *** ID 9CA. She ordered a replacement sim ticket # *******. I was told the new physical sim would not arrive before Friday 21st 2023. The supervisor advised me to go to the store to buy a physical sim if I wanted to activate a new physical sim quicker and therefore recover my phone data/use quicker, I could go to the nearest Boost Mobile store to buy one.

On Wednesday April 19th 2023, I went to the nearest Boost Mobile phone. The store lady, ******, said that, in the past, a similar situation happened to another customer and her phone was damaged. The customer had to buy another phone. I decided to call Boost Mobile and speak with a supervisor, meanwhile ****** was activating a physical sim on my phone. The sim was reportedly good and working for my phone/network. However, my phone was not coupling with the sim. The store lady, ******, told the Boost Mobile supervisor, who was over the phone, that my phone was locked on the eSim and that my phone sim needed to be unlocked (she means unlocking my phone). The supervisor, *********** reportedly put a ticket to unlock the sim ticket # *******. The supervisor *** also put a ticket for a compensation on my account (a credit) for the days without service on my phone ticket # ******.

On Thursday April 20th 2023, I called Boost mobile to follow-up on my tickets. I was told the supervisor did not ask to unlock my sim but placed a ticket to request a *** number. I was told the *** number would be requested when I will insert the new physical sim and that the *** number will unlock the sim.

On Friday April 21st 2023, I received my new physical sim and called Boostmobile twice to activate it. The representatives said they activated it but my Iphone kept showing me the same message and I still had no signal and no service. I asked why my screen does not show a request for a *** number and was never provided with a clear answer. A representative told me to wait 24 hours or more for the system to refresh and the physical sim be active, so I can use my phone again.

On Sunday April 23rd 2023, after 48 hours, I called BoostMobile because my phone was still not working. I spoke with a technical support who said she did not know what to do and advised me to call Apple. I called Apple. I stayed almost 1 hour with the Apple senior tech support, named *****, who tried to figure out if there was any hardware issue. She did a share screen on my phone to witness exactly the messages on my screen with the new physical sim and removing the physical sim. She also concluded that my sim was locked and that my phone would need to be unlocked. She said there was no hardware issue on my phone. I told her that on Wednesday, the store lady ******, had already requested that my phone be unlocked to unlock the sim. The Apple senior tech, *****, said that "my time would be better used calling Boost mobile for you." And so she did. She first spoke with a representative named ******** alone. Then, ***** put the three of us, myself, ***** and ********, on the line. I explained ********, again, what had happened since the previous Sunday April 19th 2023. She could not explained what had happened nor how it could have happened that way. She felt sorry for me because I was on my 6th day without phone. She said that she will put a ticket for my phone to be unlocked in 24hours starting Monday, a business, day. She said she will call me back on Monday. I asked ******** not to call me, except between 10 and 11 AM because I was with a patient and except after 1PM. She agreed and said that would be able to call me as early as possible in the morning. I said she could call me between 8:30AM and 10 AM or between 11AM and 1 PM. She agreed.

On Monday, evening, my phone was still not unlocked. I called 4 times. The representatives told me I was on a priority list and that the supervisor ******** had requested that my phone be unlocked before 12 AM. ******** called me between 10 AM and 11AM precisely when I was with a patient and could not speak with her. Another rep called was placed a call to me after 1PM when I was with patients. it was like the whole agreement was undermined. Again, as I had done throughout the past week and during all of my calls to Boost Mobile, I informed the rep that I would leave abroad on Tuesday past 12PM and needed a phone.

On Tuesday April 25th, I called 3 times, and my phone was unlocked only at 12PM on Tuesday. Fortunately, or not, my plane was delayed and I left only at 2PM. I tried to activate my phone. My phone kept saying, and to this day, "carrier locked-Sim locked." I was again unable to activate my physical sim. Nothing changed.

I left to visit my family overseas without a working phone. On Tuesday April 25th, I was 8 days without a phone. I was highly stressed. One representative advised me to buy a new phone (of course) and suggested an upgrade because my phone was now "old."

On Thursday April 27th 2023, I was 10 days without a phone and requested to speak with the billing department. I first spoke with a representative who put me through a supervisor. The supervisor name was reportedly ******. He refused to give me his ID and refused to pass me his own supervisor. I asked Eersom that Boost mobile give me a discount of half or 30% on a new Iphone upgrade or send me a new XR phone. He refused. He asked me again, as so many had done before, my EMEI number and the new physical card ICC ID number. He said he could not give me any credit on my account, except $10. he said the ticket that was placed on the past Wednesday 19th 2023 had been closed (I was never informed) and no compensation was granted to me. He said he found out 9after 1 hour with him over the phone) what the problem was: My new sim was not registered and needed to be registered. I asked for a ticket number and said there was none. He said it was just a request. Strangely, none of the representatives I spoke with, including supervisors, had realized before that my new physical sim was not registered. That seemed strange to me that ******, at the billing department, would come suddenly with a new solution for my situation. Again, I was told to wait 24 to 48 hours for my sim to be "registered." I asked how will I know that my Sim was 'registered." ****** said I would need to call again within 24 or ************************************************ email. He refused.

****** refused to compensate me with a discount for an Iphone upgrade, another phone or a reasonable credit discount. He said he had no supervisor above him. I requested a physical address to send a letter to Boostmobile. ****** said the Boost Mobile headquarters had no address. I requested an email address to reach out the headquarters. He said there was no email either. Eersom was sarcastic with me over the phone, even accused me of not wanting to wait to find the solution to my problem, gaslighted me, and showed no compassion or desire to help, and even less to practice fair business practice. Overall, he presented himself as the one who make the ultimate decision.

Today is Friday April 29th 2023, my I phone is still not working. I have been without a phone for 11 days. ever since the representative on Sunday April 16th 2023 attempted to activate an eSim, I lost use of my phone. I was able to use ****** voice without any sim. It has significantly and negatively impacted my ability to work. I spent hours and hours on the phone with Boost mobile representatives, repeating the same thing over and over again, being asked the same question and info over and over again. I have invested significant amount of time and phone calls via ****** voice to attempt to repair a problem fully created by Boost Mobile and sustained by Boost Mobile inability to help competently and efficiently.

I believe this is an abuse of me, an 11 years customer, and consumer and I consider this form of behavior a form of passive or/and active fraud. No compensation was offered in the form of a replacement phone, a discount on an upgrade or even a full month credit (1 month=$35).

I had to put up with misinformation, blatant lies, and incompetence. I learned that Boost Mobile was using eSim on the new Dish network but not on the **Mobile network, where my phone is connected. There was no chance my phone system could use an eSim.

I request your help in looking into my situation. I will have to finance a new Iphone myself and probably an upgrade but this is unacceptable. I request a refund either total or partial. Boost Mobile is responsible and should be held accountable for compensating me. I will be back in the ** on May 20th 2023. You can follow-up with me via email until I get another phone.

Respectfully,
*********************

"The world is not dangerous because of those who do harm but because of those who look at it without doing anything" *****************************

Customer Answer
Date: 05/03/2023
My settlement request would be that they send me a new phone or a rebate of 50% on an Iphone upgrade.
Business Response
Date: 05/15/2023

May 13, 2023

************************************
********************* NW, Apt. 510
************** 20008

Re:BBB Complaint #********
437952738225 - *************

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

On May 9, 2023, we received your complaint, dated April 19, 2023, filed with the Better Business Bureau.

You said you experienced difficulty activating your phone. You indicated that you had to have a physical SIM card sent to you and you have been without service. You expressed concern with the customer service you experienced, and you requested a one-month credit.

A one-time $35.00 credit has been issued to your account in the interest of customer service.

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

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

Customer Answer
Date: 05/16/2023

Complaint: 19954766

Dear ****************,
Thank you for your answer. While the $35 credit is welcome, my Apple XR Iphone does not couple with the physical sim anymore and is non functioning. As a long term customer of ********************, I am requesting either a replacement phone (i.e., a white XR phone) or a rebate on an Iphone 12 upgrade or on a iphone 13 upgrade.
I am attaching an excell sheet of all the calls I have made to Boost Mobile in an attempt to restore my phone ****************. This does not includes my trips to the store on *************, in *************,

Sincerely,

*********************
Business Response
Date: 05/25/2023
May 21, 2023

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

Re:BBB Complaint #********
437952738225 - *************

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

On May 18, 2023, we received your rebuttal, dated May 18, 2023, filed with the Better Business Bureau.

You said you have been unable to activate your iPhone XR on your account. You requested a replacement or refund.

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. New Boost Mobile branded devices purchased from any of our authorized third-party retailers are eligible for return within seven days of purchase for a full refund. The device must be returned in like-new condition (i.e., no cracks, scratches, liquid damage or other damage). Handset returns must include original packaging with all original kit components.

Your request for a replacement or refund cannot be met, as we are outside of the allotted time frame for a return. We urge you to contact the manufacturer of the device to inquire about their one-year manufacturer warranty.

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: 05/26/2023

Complaint: 19954766
Dear ****************,
The problem with my phone comes from all the manipulation done by Boost representative. My phone was checked by an Apple senior engineer who did a screen share with me and saw there is no hardware issue with me phone. They diagnosed that it is a carrier problem. You are right: my phone is no longer under warranty. This is because my phone was working well up to now. My phone keeps saying "sim locked" and does not accept the physical sim anymore. I also had it revise by a Boost store twice. This is precisely the core of the problem: My phone was working well but by putting this e-sim, something was done on Boost side that locked my phone. The esim cannot get activated either because it is not compatible with the old network, and the phone does not couple with a physical sim anymore. The problem started with Boost and was not solved by Boost. It is simply not a manufacturer issue.
You are welcome to do a share screen with my phone yourself to see my phone screen. You are welcome to have another engineer review my phone too for any manufacturing hardware issue. Whatever is going on with the phone started only with this esim poorly placed, when they knew the old network was not supported. Somehow my phone remains locked on it in spite of my request to unlocked it. When I put the physical sim, I cannot even reach a home. I keep getting the message that my sim is not compatible. I keep having "sim locked" in my phone. It is a carrier issue.
I request a discount again on a new phone. I did not damage my phone, there is no hardware issue and I called many, many times to request help to resolve this issue.
I am asking you to have some honesty in facing this problem. After having been a customer for so long, without issue and a perfectly working phone, this should not happen and I should not be placed in the situation to buy a new phone. I am requesting a credit of $100 on a new phone I buy with Boost mobile. I am trying to negotiate something reasonnable for you but fair for me too.

Sincerely,

*********************
Customer Answer
Date: 05/26/2023
Complaint # ******** Dear BBB, I would like to add a note to my answer to M. ******************* with Boost Mobile today: Dear ****************, As a followup to my answer today. I would like to clarify that I bought my phone with Boost mobile, on Boost mobile website.The phone worked very well until April 16th 2023, when the problem started. It is not a hardware or manufacturer issue. Best regards, *****************************
Business Response
Date: 06/07/2023
June 7, 2023

************************************
********************* NW, Apt. 510
************** 20008

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

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

On June 1, 2023, we received your second rebuttal, dated May 31, 2023, filed with the Better Business Bureau.

You clarified that the phone in question was one that you previously used, yet it was nonfunctional after April 16, 2023.

Your account was successfully migrated to Boost Mobile's new system on January 30,2023, and your phone was functioning up until the date you mentioned of April 16, 2023. A new *** card was sent to you and your device was unable to recognize the *** card. All instances indicate that the technical issue lies with your device.

Thank you for the clarification. At this point, we believe we have offered you a considered and fair option in response to your complaint, and we respectfully consider the issue closed.

Sincerely,

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

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

                *********************
Customer Answer
Date: 06/13/2023

Complaint: 19954766

I am rejecting this response because: it is inaccurate. My phone was not accepting the new physical sim because ot remained locked on the eSim.I had to buy a new phone. I remained almost 2 months without a phone.

Sincerely,

*********************
Initial Complaint
Date:04/18/2023
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 account was cancelled due to alleged violation of restricted and fraudulent use, When contacted the only information that was provided was that I called chat lines and possibly ******. I explained that my only phone use was in ***************** and I do not call chat lines. My service includes unlimited calls. When checking my call history neither was the case. The proposed solution was for me to email ************************************* them and request that my account be reinstated. When researching this issue, I found that this is a running record with Boost Mobile. Each time I called I was disconnected, when I asked certain questions. With my last call I was given a possible solution which will take up to 48 hours. My Account is current, My phone number is **************, which is currently out of use. At this point I can not have my number switched to a new service, which will cause more issues for me. I was advised that a ticket would be submitted for possible reinstatement (?), again another delay. It only took them a brief moment to cancel my service, why not a few minutes to reconnect. Each call was out of *****************. Accents were from *****, difficult to understand most of what they were saying.Thanking you in advance for any assistance you may be able to render.Sincerely ***************************
Business Response
Date: 05/15/2023
May 11, 2023

*******************************
****************************
*********, ** 90303

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

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

On May 9, 2023, we received your complaint, dated April 18, 2023, filed with the Better Business Bureau.

You said your account was closed due to a violation of Boost Mobiles Terms and Conditions, and when you spoke with a Boost Mobile representative, you were told the violation was restricted and fraudulent use and possible calls to ******. You contend that your only use is within *****************.

Unfortunately, the account associated with the phone you provided is in another persons name; therefore, I cannot release any additional information regarding this matter. If you will have the account owner contact me with the account security PIN and authorization to release information, I will be able to discuss this matter with you.

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:04/18/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am not a customer of ********************. However, someone who is a customer gave ******************** my email address as their contact information/email address. Boost Mobile does NOT verify email addresses when establishing service. They use a PIN system for clients to gain access to the account via a portal, without VERIFYING the email. I have received dozens of emails since Dec 2021 when service was established. I cannot unsubscribe. I cannot disconnect. I cannot change the email. All of these actions require me to have a pin that is only texted to the phone directly. Any time the user of the account changes something regarding the account, it notifies me. This is frequent. Someone is actively using the account and should create their own email and apply it to this account. The constant unsolicited communication from Boost Mobile has reached the level of harassment for me. I have contacted the company several times over the years with no resolution. The "customer service" team is operated by bots that ignore my requests. I have called several times but it's very time consuming to get someone on the phone. The calls are always a dead end with a 'disconnect' after being on hold for a half hour. The stores also are unable to help. I want Boost Mobile to stop allowing customers to open accounts using email addresses they do not need to verify. I want my name and email address removed from the account ************ and for contact to cease. Thank you.
Business Response
Date: 05/15/2023
May 12, 2023

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

Re:BBB Complaint #********
600036421779 - *************

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

On April 18, 2023, we received your complaint, dated April 18, 2023, filed with the Better Business Bureau.

You said you do not have an account and you have been receiving emails since 2021, but we refuse to remove your email address from our system.

I identified the account linked to your email address. I removed your email address from it, and I added your email address to our internal Do Not Contact list.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

*****************************
Customer Answer
Date: 05/15/2023

Complaint: 19953674

I am rejecting this response because:
I was told via email on 4/26 that I would receive no further emails and as you can see- I received three more emails from them on 5/1 and 5/12.
I am rejecting this response because I have already been promised no further communication and still continue to get emails.
Sincerely,

***********************
Initial Complaint
Date:04/18/2023
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.
Hi, I am reporting boost because on the 4th of April 2023 I paid my bill for 2 lines which costed 80 dollars. After 2 days my hotspot cuts off without the usual notification, and instead of slowing down it just shuts off completely. Mind you I do not know the exact limit I have, but I do know that the month prior I used over 150gb before it completely shut off, which was around the 2nd of April. I have called multiple times and every time they act confused and don't know what is going on and they blame it on their system getting updated and send they would send reports that would take 24 hours to process. They sent those reports on the 6th or 7th. Still absolutely nothing has changed with my service. ***** gets me to the fact that ever since they have updated their system I haven't been able to log into my account whatsoever. It even says that my phone number doesn't match their records. I told this to them as well. When I told them that also they had no answer for me and were surprised that I was calling them on the phone number they were looking up on their computer and could see my account information and made a seperate report for it. But yet nothing has happened, so essentially I'm paying 80 dollars for reduced service. I would show pictures of the bill but it won't even let me sign into the app or the website and it is paperless billing. Everytime I talk to them I hit a brick wall, I just want a refund and be done with them
Business Response
Date: 05/15/2023
May 9, 2023

*******************
******************************************************
*********, ** 61822

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

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

On April 19, 2023, we received your complaint, dated April 18, 2023, filed with the Better Business Bureau.

You stated that you recently paid your bill, but after two days your hotspot cut off. You said the previous month you used over the limit before it was completely shut off. You mentioned that you have called several times and customer service is unable to provide assistance. You indicated you are also unable to sign into your online account.

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.

As your account was recently migrated to Boost Mobiles new platform, please visit ********************************************************************************** for more information on the new account management tools.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

*********************;
Initial Complaint
Date:04/18/2023
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.
******* 4th 2023, I was informed by text from boost ****** that I needed to download a new app to continue my service and pay my bill for ***** dollars. I downloaded the app, and once I agreed to there terms, they took ***** dollars from my bank account. I then took that, this was to cover my automatic payment, which it did pay the next two phone bills for ******* and February, for thirty five dollars each. On March 7th, I received a text from boost saying my payment of ***** had been processed. On April 6th I received a text from boost saying my payment of ***** had been processed. On April 11th I received a text from boost saying action needed to restore my account. My phone service was disconnected on the afternoon of April 11th. I began contacting boost ***** customer service on April 12th, after speaking to several customer service reps. I was told that, ********************** had not received my payment for ****** On April 13th my daughter went into a boost store and paid the bill. The store clerk then told her that I had a charge back on the ***** dollars that had been processed in Jan and returned at my request. Which I did not request. On April 15th my daughter and I went into the boost store and paid the remaining balance quoted by the boost clerk. We were told to wait 24 hours and the phone would be back in service. It has not been turned back on, I have spoke with several reps, I also asked for a supervisor, which I was told that there were none available to talk to me. As of today April 18th after waiting on hold for over an hour, in hopes of speaking with a supervisor, who I never got to talk to. My phone service is still disconnected.
Business Response
Date: 05/12/2023
May 9, 2023

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

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

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

On May 9, 2023, we received your complaint, dated April 18,2023, filed with the Better Business Bureau.

You stated that your Boost Mobile service was interrupted due to a chargeback from your bank you said you did not submit. You requested that we reactivate your service, and provide credit for the time that you were without service.

Please be advised that on April 11, 2023, our records show we received a chargeback for your payment of $70.00 made on January 5, 2023. Due to the prepaid nature of Boost Mobile wireless service, when a chargeback occurs,your account is interrupted. If you did not submit this chargeback, please contact your bank directly.

Our records show that your service was restored April 20,2023. As a courtesy, I applied a one-time credit of $10.50 for the nine days you were without service.

Sincerely,

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

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

                *********************
Initial Complaint
Date:04/18/2023
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 advertised a $200 **** e gift card for switching To their service and paying 3 months of service at which time I should have received the gift card I have paid 5 payments and called over 15 times have been told to wait a week and then was told to wait two weeks everytime I call they make an excuse it is false advertisement
Business Response
Date: 05/17/2023
May 16, 2023

***********************
**********************************************************
********, ** 45005

Re:BBB Complaint #********
581145841079 - *************

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

On May 9, 2023, we received your complaint, dated April 18, 2023, filed with the Better Business Bureau.

You said that you initiated Boost Mobile service under a $200.00 gift card promotion, but you have not received the card yet. You requested a refund for your previous payments.

I emailed our team who handles such promotions. Once they are able to verify that the account in question qualifies, a gift card can be issued. As your previous payments were for service rendered, we are unable to provide the refund you requested.

We sincerely regret any inconvenience this issue may have caused.

Sincerely,

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

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

*********************
Customer Answer
Date: 05/17/2023

Complaint: 19952111

I am rejecting this response because:I have spoken with boost mobile and was told I would recieve my card by may 1st

Sincerely,

***********************
Business Response
Date: 05/26/2023
May 26, 2023

***************************
**********************************************************
********, ** 45005

Re:BBB Complaint #********
581145841079 - *************

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

On May 22, 2023, we received your rebuttal, dated May 19, 2023, filed with the Better Business Bureau.

You said you were told that you would receive a gift card by May 1, 2023.

We sincerely regret any confusion. I will review your calls to ** and address any issues I find.

As the cybersecurity incident that we experienced in February 2023 has increased our processing times for this issue, I applied a $200.00 credit to your Boost Mobile account.

We sincerely regret any inconvenience this issue may have caused.

Sincerely,

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

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

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

Customer Answer
Date: 05/31/2023

Complaint: 19952111

I am rejecting this response because: I still haven't recieved the e gift card

Sincerely,

***********************
Business Response
Date: 06/06/2023
June 5, 2023

***************************
**********************************************************
********, ** 45005

Re:BBB Complaint #********
581145841079 - *************

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

On June 2, 2023, we received your rebuttal, dated June 1, 2023, filed with the Better Business Bureau.

You said that you have not received the gift card yet.

Please refer to my previous response, wherein I explained that I applied a $200.00 credit to your account in lieu of the gift card.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/18/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My boost mobile phone service is suspended for over usage. I have the unlimited family plan. The bill is current. Upon speaking with a rep I learned that it is terminated and will only be restored if they determine that it was done in error. There is no time limit for the suspension or for them to make a decision. I asked about a refund and was told I would have to file for that also. Bill is due the 25th. They are expecting me to pay for a service I can't use. I'm handicapped and can't be without a phone. Asked if they could turn it back on while they investigate and they refused. I've been with boost forever and never had this problem before. I haven't changed ********** habits either.
Business Response
Date: 05/12/2023
May 9, 2023

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

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

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

On May 9, 2023, we received your complaint,dated April 18, 2023, filed with the Better Business Bureau.

You said your account was suspended without your consent. You requested your account be restored or a refund be provided.

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

For any additional concerns regarding this issue, please email ***********************************.

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

                *********************
Customer Answer
Date: 05/13/2023

Complaint: 19950726

I am rejecting this response because: they waited until I paid for another month of service before terminating my service. I did not use my phone anymore or any less than I have in the 10 years I've had their service. They provided no notice or warning. Told multiple stories about restoring service. Finally requested termination and release of my number so I could go to another company. Made me wait almost 2 weeks before they would release my number and still kept my money.

Sincerely,

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

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.

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

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Boost Mobile is NOT a BBB Accredited Business.