Complaints

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

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• 

  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  387 Strander Blvd Tukwila, WA 98188-2916

• 

  Boost Mobile

  957 Memorial BLvd Picayune, MS 39466

• 

  Boost Mobile

  827 Taylor Ave Towson, MD 21286

• 

  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

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:04/18/2023

  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 have been a customer of ******************** for over 15 years. I am in the hospital for over 3 weeks fighting a serious illness. My phone was cut off. Normally, I am still able to receive calls and text but this time it was completely turned off. The rep was very RUDE and nasty as I explained that I am hospitalized and would not get my check until Friday. He refused to get a supervisor saying they will only tell me the same thing and then said he has no way to transfer. This is poor customer service! I am a LOYAL customer for many years and this is not how you treat someone like this especially in a time like this. I am very disappointed in the level of service and do not understand why the phone was completely turned off.

  Business Response

  Date: 05/12/2023

  May 12, 2023
  
  
  
  ***********************************
  ********************************* 2
  ***********, ** 07305
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On May 9, 2023, we received your correspondence, dated April 18 2023, filed with the Better Business Bureau.
  
  You said your service was suspended without your consent. You also expressed dissatisfaction with the customer service you experienced.
  
  Please note, Boost Mobile provides prepaid wireless service. Our records indicate you made a payment on March 18,2023, which covered 30 days of service. Your account was suspended on April 18,2023. On that day, you made a payment and your service was restored.
  
  We appreciate your feedback and your concerns will be utilized to improve our customers' interactions with our agents. 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:04/18/2023

  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.

  Purchases were made April 3rd. When attempting each individual purchase online an error message occurred that said unable to complete request/ creat an account. So I did not know that any purchase was made let alone 2. I have attempted ro call and re solve with company numerous times. I am told in each individual call that my service has been canceled and refund issued. Yet I keep receiving emails about account being active and payment will be due. I again call customer service and they go through cancelation process and then the same things happens. I have been trying to cancel 2 accounts that I did not know were made since April 3rd. I have suffered distress over constant calls with this company and having to cancel my debitncard now out of fear that this is still not going to be resolved. I wasn't even able to get assistance with checking second account. I was madenaware they had a server issue all month and I believe no one knows how to fix this and is just telling me it is resolved to get me off the phone. Attached will be phone records emails and ticket #s that have been given to me but have gone no where.

  Business Response

  Date: 05/12/2023

  May 10, 2023
  
  
  
  *************************************
  ***************************************
  **********, ** 28409
  
  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 you attempted to make a purchase on April 3,2023, but received an error. However, you maintain that accounts were created and you have been attempting to cancel the accounts.
  
  Our records show that an order for a *** card was successfully placed online on April 3, 2023. The *** card was shipped and delivered on April 5, 2023. Although an order was received on the same account on April 7, 2023, for a $25.00 plan, no payment was ever processed and the plan was never activated.
  
  The account was disconnected on April 19, 2023, as requested. There is no record that a second account was created.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:04/18/2023

  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.

  I had phone service with them and they shut my phone off before the payment was due. I called them and tried to get it fixed. They said they had not received a payment. I had it set up auto-draft from my account. And it showed it was taken out already. So I waited a week and still no phone service. So I called again and still the same thing. I told them to refund the money and I was going with someone else. We did the refund and still have not got it. The account # is ************ and the phone # was ************. I spoke to a supervisor and was told the same thing. So I am tired of messing with them. Here is a bank statement and on the 13th of February it shows where they took it out.

  Business Response

  Date: 05/12/2023

  May 10, 2023
  
  
  
  ***************************
  ************************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************:
  
  On May 8, 2023, we received your complaint, dated April 18,2023, filed with the Better Business Bureau.
  
  You stated that your service was shut off before payment was due. You said you made a payment on February 13, 2023, but your service was not restored. You contacted our customer care department and were told that we did not see the payment in our system. You decided to switch to another carrier and requested a refund of the payment you made. You stated that you included a copy of your bank statement showing the payment.
  
  There was no attachment with your complaint.
  
  Our records indicate that the last payment made on the account was January 9, 2023, and the account was closed on February 18, 2023,when you ported your phone number to another carrier. There is no record on the account of a payment made in February 2023.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 05/13/2023

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

                         P.S. I have sent you a bank statment showing where they took the payment out.

• 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.

  Around 3/9 or 3/10 I switched from Boost to ******* and a port request was put in for my telephone number. Around that same time my bill was due for Boost so I paid it. For whatever reason even though I was told my port was approved Boost took a month to port my number over. On 4/10/23 I received an email from Boost thanking me for my payment. By that time I was already about a month into my new service (even tho Boost still hasnt fully ported my number over). I called to find out why they would take a payment from me when I no longer had their service. Calling Boost is always a hassle because they do not have agents that can communicate clearly with English speaking people. The language barrier is frustrating for both parties. The agent gave me a new pin to give ******* to complete my port and apologized for taking the payment. She said she would give me a refund. It is now 4/18 and I still have no refund. I called Boost and it took three calls before I could actually get someone to attempt to help me.Of course they could not pull up my account information because I guess once you leave Boost all your information is deleted. Smh. After a very frustrating and long phone call my information was never found and I realized I just wasted an hour of my morning. I just want me $51.12 refund because I no longer had Boost as a service when that money was taken from me.

  Business Response

  Date: 05/12/2023

  May 10, 2023
  
  
  
  *********************************
  *********************************************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Takeerah:
  
  On May 8, 2023, we received your complaint, dated April 18,2023, filed with the Better Business Bureau.
  
  You stated that you ported your service to another carrier on March 9 or 10, 2023. On April 10, 2023, you found out that Boost Mobile had charged your credit card on file for another month of service. You requested a refund.
  
  On February 23, we experienced a cybersecurity incident that affected some of our internal communications,customer call centers, and internet sites. Because of this incident, some of our customers have had trouble reaching our service desks, accessing their accounts, and making payments.
  
  It appears that the account was not closed when your phone number was ported out of our system due to the cybersecurity incident.
  
  The account is now closed, and I have submitted a refund of $51.10. Please allow up to three weeks for processing.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations 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.

  called March 23 and advised that I djd not authorize auto pay. They confirmed and advised the card was removed from the account. Today I was again charged using the auto pay feature. I called in to speak with management they advised long wait time and they do not call consumers back. Since Jan 2023 to March 2023 we were blocked from all access of boost mobile. The company failed to advise consumers of a virtual ****** of of sensitive information. I believe they are having trouble using the **************** and refuse to admit it publicly.

  Business Response

  Date: 05/12/2023

  May 9, 2023
  
  
  
  ***************************
  ************************************** 1133
  ***********, ** 17036
  
  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 on March 23, 2023, you contacted customer care and advised them you did not authorize automatic payments; at which time,they informed you the card was not active on the account. You requested a supervisor, but due to long wait times, your request was denied. You mentioned Boost Mobile blocked customers from accessing their account from January 2023 through March 2023 and we did not inform our customers if their sensitive information was compromised.
  
  On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess, and remediate the situation.Cybersecurity experts and outside advisors were retained to assist in the evaluation of the situation, and we notified appropriate law enforcement authorities.
  
  Our investigation into the extent of the incident is now substantially completed. We have determined that our customer databases were not accessed in this incident. However, we have confirmed that certain employee-related records as well as a limited number of other records containing personal information were among the data extracted. We have taken steps to protect the affected records and personal information, and we received confirmation that the extracted data has been deleted. While we have no evidence that this data has been misused, we have started the process of notifying the potentially impacted individuals whose data was extracted.  We are supporting those potentially impacted individuals by providing credit monitoring and identity restoration services at no cost.
  
  In March, Boost Mobile restored its systems that were affected by the incident that occurred in late February. Thank you for your patience while we restored Boost Mobiles systems. Due to a higher-than-normal call volume, calls to customer care *** have longer-than-average wait times.For the fastest service on updating an account or making a payment, please log in and do so through this website, or on the MyBoost or BoostOne apps.
  
  Our records indicate your account is not signed up for automatic payments. Your payment made March 11, 2023, was through a Re-Boost card. Your payment made on April 12, 2023, was through our automated phone system.
  
  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
  
                  *********************;

• Initial Complaint

  Date:04/17/2023

  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 signed up for Boost Infinite Last month. I signed up after the cyber attack but had no issues with the service. I gif my first bill which was around $26. I was happy because my previous carrier my bill was more than $300 and I wanted to save money. So I decided to add lines for my mother and my cousin and brother. I was told my bill would be more since Im adding new lines and I understood. I ported 3 numbers into boost infinite. I also added some add ons. I got my bill a few days ago and it was a total of $270. When I look into the billing I noticed Im being charged 4-5 times for the same ad ones on two of my lines. Then I notice on one of my lines I have two of the same add ons which doesnt make sense. I called customer service and they told me they cant fix the billing because due to the cyber attack that part of the system is down. I kept calling in to speak to different people and I got hung up on. I tried contacting customer service on ******** and they replied to me. They explained the double charge of infinite unlimited and I understand because its like a prorated charge. Then customer service said they will get back to me the following day about being billed 4-5 times for the add ones. I never got a message from them. I tried to message them again and all I got was a survey response. They never replied. Two tickets was put in and no response. My autopay is coming up in two weeks and Im upset because I have to pay $270. The billing is not correct and I shouldnt have to pay for something I dont owe. $270 is a lot. That was close to the same amount I was paying for my previous bill with my previous company. I want my billing fixed. I tried my best to be positive and I wanted to like boost infinite but Im basically being ignored and have to pay for the messed up billing error. I hope people stay away from boost infinite until they dish gets their act together because right now its not looking good for them. Dish seems careless.

  Business Response

  Date: 05/12/2023

  May 9, 2023
  
  
   
  *********************
  **********************************************. 5F
  ********, ** 10038
   
  Re:BBB Complaint #********
  427550045709 - *************
  
  Dear ************:
  
  On April 18, 2023, we received your complaint, dated April 17, 2023, filed with the Better Business Bureau.
  
  You stated that you signed up for Boost Infinite last month for a rate of $26.00 per month. You added additional lines and understood the bill would be higher, but the one you received was due at $270.00. You mentioned on the lines you noticed duplicate charges for add-on services. You reached out to customer service, but due to the cyberattack, they were unable to provide assistance. 
  
  On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess, and remediate the situation. Cybersecurity experts and outside advisors were retained to assist in the evaluation of the situation, and we notified appropriate law enforcement authorities.
  
  We have restored many of the systems affected by the incident that occurred in late February. The vast majority of our website, customer care functions, self-service applications, and payment systems are now operational. Agent support is available, although wait times may be longer due to higher volumes at certain times of day and the particular type of service the customer is inquiring about. We appreciate our customers patience and support.
  
  Our records indicate the account was activated on March 16, 2023, which triggers the cycle dates of the 16th of each month; any service added between cycles gets charged twice in the next bill as long as it stays on when the next bill generates. 
  
  For your phone number ending in ****, International Connect and Speed Pass was added on April 8, 2023, and then removed on April 16, 2023, so only one charge for each of these occurred. On April 8, 2023, North ******* Connect was added and kept on the account, so two charges should have appeared on the bill, but it was double charged. On April 18, 2023, customer care issued a credit of $10.00 to correct the billing. 
  
  For your phone numbers ending in ****, **** and ****, these lines were added on April 12, 2023, which did not get billed in March's statement, so it will appear as double charged for the line plus any added services that happened during that time. These lines were billed on your account as expected. 
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Infinite
  
  cc: ****** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************

  Customer Answer

  Date: 05/12/2023

   
  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:04/17/2023

  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.

  Company states phone plan has unlimited talk and text and 5GB of data in a plan. When you run out of data, they will not allow you to talk or text unless you buy more data. This is false advertising, making you spend more money to talk and text when it states that is unlimited.

  Business Response

  Date: 05/12/2023

  May 9, 2023
  
  
  
  Ms. *******************************
  ******************************************************
  
  Re:BBB Complaint #********
  790524119575 - *************
  
  Dear ****************:
  
  On April 18, 2023, we received your complaint, dated April 17, 2023, filed with the Better Business Bureau.
  
  You stated that you are supposed to be on an unlimited plan, but you continuously run out of data. You said you are then forced to buy more data or you are unable to send text messages.
  
  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.
  
  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:04/17/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 30th, I was informed by Boost Mobile that their upgraded their website for customers. I attempted to login to my account and could not do so on my desktop nor on my app. In addition, I contacted Boost on April 11th and April 17th with the same issue. I was told by Boost that many customers are experiencing the same problem, however, I was also told that the problem was to have been fixed by now. As of today, I still cannot access my personal account to add funds.

  Business Response

  Date: 05/12/2023

  May 9, 2023
   
  
  
  *******************************
  **********************
  **************, ** 30122
  
  Re:BBB Complaint #********
  652652800056 - *************
  
  Dear ********************:
  
  On April 18, 2023, we received your complaint, dated April 17, 2023, filed with the Better Business Bureau.
  
  You stated that on March 30, 2023, you were notified that Boost Mobile had upgraded their website. You said that since then, you have been unable to log into your online account or the app on your phone. You mentioned customer care told you this was a previous issue but has since been resolved. You requested assistance with accessing your online account.
  
  A password reset email has been sent to the email address we have on file, **************************.
  
  Please visit, **********************************************************************************, for further information regarding Boost Mobiles new account management tools.
  
  If you continue to experience problems signing into your online account, please contact customer care at ****************.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

  Customer Answer

  Date: 05/12/2023

   
  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:04/17/2023

  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 placed an order for 4 cell phones from boost infinite on 04/09/2023. On 04/10/2023 I received an email stating my order was shipped. I checked the tracking info on 04/11/2023 t9 find out that my order was being returned to boost at boost request. I contacted boost right away to be told that they didn't request the order to be returned but seeing how it was they would resend my order and I would receive it by 04/14/2023. I again contacted boost on 04/12/2023 to find out about updated tracking info because I never received any and was told my order was still arriving 04/14/2023 and *** should send some updated tracking info shortly. 04/14/2023 my devices never arrived and I contacted boost again this time to be told they were never resent but a ticket would be created to find out why and I'll receive my devices in 2 days. 04/17/2023 I contacted boost again to find out what was going on to b3 told no ticket was created but I would be receiving my devices on Wednesday 04/19/2023 and was given a tracking number. That tracking number was the original tracking number that says the devices were returned to sender by sender request on 4/13/23. Through all this I've requested to speak with a supervisor multiple times to be told there is no supervisor to talk to. I don't have phone service because I expect to have my phone and service on through boost by now so I didn't keep paying for my other phone service. I was also told if I wanted a refund it could take anywhere from 3 weeks to 4 months to get.

  Business Response

  Date: 04/25/2023

  April 24, 2023
  
  
  
  Mr. *********************
  ************************
  *********, ** 01610
  
  Re:BBB Complaint #********
  353106810366 - *************
  
  Dear Mr. ***************** April 20, 2023, we received your complaint, dated April 17, 2023, filed with the Better Business Bureau.
  
  You said that you placed an order for four phones, but they were returned to Boost Infinite. You requested a refund and compensation.
  
  A review of our and *** records show that your order was processed and shipped. According to the details associated with tracking number 1Z0R954E0200333127, the receiver (you) canceled the shipment on April 11, 2023, so Boost Infinite requested its return.
  
  Your refund was submitted on April 14, 2023.
  
  As *** records show that the shipment was canceled by the receiver, we are unable to provide you with compensation for this issue.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Infinite
  
  ********** / ******* Better Business Bureau
  ********************************************************, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:04/17/2023

  Type:Billing 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 loyal Boost customer for over 15 years, never once had a problem, until now, it's been nothing but problems. My account was suspended because they changed my due day. They don't allow customers to speak to a supervisor, and for the past 15 years when I pay my bill the next bill isn't due until the next month, this is a prepaid service, so why is it I was told if I pay my bill on the 19th. The next bill is due on the 6th,( 2 weeks later)? Was told I was given a new account and they chose when my due date was from that point on, and that I had to keep the plan I was on, and could not change it.

  Business Response

  Date: 05/12/2023

  May 9, 2023
  
  
  
  Ms. *************************
  ***********************************
  **********, ** 33823
  
  Re:BBB Complaint #********
  493826309901 - *************
  
  Dear ************:
  
  On May 8, 2023, we received your complaint, dated April 17, 2023, filed with the Better Business Bureau.
  
  You stated that your due date was changed, causing your service to be interrupted.
  
  Please be advised that our records show your due date was changed when we received your payment to reinstate your service on April 17, 2023. Please note that your monthly payment is now due by the 16th of every month.
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  ************************************************************** 80210
  
  *********************