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:04/16/2023
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.
2 weeks ago on Thursday my service completely stopped. I had a 3 line phone plane for $100 dollars. I called into boost and I was hung up on 4x. When I finally got a live person they did a factory reset to no avail. They told me to go to a brick and mortar store. I was in the store for 3 hours and they couldn't find my phone number that I had for 10 yrs. ************. They told me the system was down and it would be working in 24 hours. This did not occur. I went back to the store and they said tech support would call back in 24 to 48 hours to see what happened to my phone number. They did not resolve the issue. I ended up paying $60 to to get a new number. When I went home the phones messaging n Wi-Fi was not working. I went back to boost and they told ME I DROPPED THE ****** I called into boost mobile and told me i was on the legacy unit and transferred me hanging up on me each time. Never giving me a call back to file a formal complaint or get to the bottom of what happened to my original service. It has been a NIGHTMARE dealing with this business. I look on message boards and everyone is saying their service stopped working out of the blue. I have a 2 special needs children who need my service to be up and running. I ended up buying a used iPhone for $500 and have not hooked it up yet. Not fair that they are not being forthright with customers about their system being down and/or compromised FORCING people to seek alternative options for phone service.
Business Response
Date: 05/12/2023
May 11, 2023

*****************************
116 ********.
*******, ** 11763

Re:BBB Complaint #********
357803981553 - *************

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

On May 8, 2023, we received your correspondence, dated April 16, 2023, filed with the Better Business Bureau.

You said your service was suspended without your consent. You indicated you contacted customer service about it, but you received no assistance. You mentioned you went to a Boost Mobile store and you were informed you would have to buy a new phone, so you purchased a $500.00 used iPhone. You requested a refund.

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. As a result of this incident, some of our customers are having trouble reaching our service desks, accessing their accounts, and making payments. Were making progress on the customer service front every day, including ramping up our call capacity, but it will take a little time before things are fully restored.

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.

Please note, Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies.

Unfortunately, your request for a refund cannot be met.

We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the Boost Mobile family.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/16/2023
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.
April 7, 2023 I visited 2 local boost mobile stores. I was interested in their free phone offer if you switched carrier. I called prior to arriving to make sure i understood thee offer properly! Upon arriving at the 1st store they acted like there was no free phone offer, then they said ok there is but you will have to pay a $35 activation fee! BOOST does not charge activation fees, at times they may charge a REACTIVATION FEE if you wish to reactivate an old boost device. So after both stores trying to CONvince me I had to pay an activation fee I gave up! April 12, 2023 I ordered a phone for $10 & a $40 phone plan off of myboostmobile dotcom. That website is currently advertising a new $25 all unlimited monthly plan, it states that if you want it the 1st month is 50% off and costs $12.50. After attempting to buy the $12.50 offer boost said I could not & acted like I was seeing things, as if they are not offering it! After paying for my order online I was told in 1 business day I will receive tracking details & 2 -3 days my order would be delivered! Tracking details came 2 days later not 1. tracking details state April 20, 2023 delivery. I get an email from boost saying we got your request to update your email address & you will never be contacted at this email address again. I DID NOT UPDATE MY EMAIL ADDRESS! Upon calling BOOST to complain I then learned MY NEW ************** & NUMBER HAD BEEN ACTIVATED! I did not activate any of those things, I do not even have my the phone or the plan code! Boost activated my plan which means they are stealing from me because once activated the 30 day ticker starts ticking on your monthly plan! I DEMANDED THEY CANCEL my order due to all of the liberties boost took managing my new account and as well as because they are not honoring their offers! I was hung up on 3 times after having lengthy conversation explaining this debacle! I REQUIRE MY ORDER IS CANCELLED, & I ALSO REQUIRE A FREE MOTO 5G STYLUS &:1 MONTH FREE SERVICE
Business Response
Date: 05/12/2023
May 11, 2023

*************************
*****************************
******, ** 98059

Re:BBB Complaint #********
789043433076 - *************

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

On May 8, 2023, we received your complaint, dated April 16, 2023, filed with the Better Business Bureau.

You expressed concern about your experience initiating service. You requested to receive a free Moto Stylus 5G, a refund, a month free and to be put on the $25.00 unlimited plan.

Please note that the promotion to which you refer was for participating stores. Boost Mobile retail stores are independently owned and operated and may charge activation fees. Boost Mobile does not charge activation or reactivation fees.

Please note that after you order a new device for a new account, the system will activate it while in shipment, so your device is ready to use upon delivery. Billing for the account begins three days later. This information is provided for in the Order Summary disclosures. As a courtesy, I applied a one-time $5.00 credit to your account, which more than covers the three days between the activation of the account and delivery.

Our records reflect that the email address associated with your account is the one listed on your complaint and was associated with your initial order.

As your device was already delivered and the service used, we are unable to provide a refund for this issue. Likewise, we are unable to provide free service or a free device.

The plan to which you refer is a new customer, bring-your-own-phone promotion. As you already initiated service under a different plan, we are unable to switch your account to the $25.00 unlimited one.

Sincerely,

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

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

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

Customer Answer
Date: 05/13/2023

Complaint: 19942935

I am rejecting this response because:

Hello Boost Mobile! Within thee attachments of this electronic mail you shall find 2 attachments. Attachment #1 is 1 hour+ recorded phone call I recorded while I spoke to Boost Mobile & a few of its agents. I recorded the call because I beLIEve that boost a long with it's acting agents HAVE DONE ME WRONG & ALSO FOR MY SAFETY while doing business with what & who ??? beLIEve to be thugs & thieves! During said recorded phone call you shall hear a woman's voice who CLEARLY says to me several minutes into me expressing my (??? am paraphrasing!) concerns to her & Boost Mobile that she always hears this very same complaint from new customers regarding what I believe to be ******** Services by boost activation practices, further Sir YOU ARE A BOLD FACE LIAR which attachment #2 will & does CLEARLY PROVE YOU TO BE regarding your explanation of Boost Mobiles new customer activation practices! You state new accounts are activated while phone is in shipping but shall not start the billing cycle until 3 days later. Well I received my phone April 20, 2023 and attachment #2 is my at current BILLING STATEMENT That CLEARLY reads my payment is due on 05/14/2023! Please know that BOOST MOBILE SHALL NEVER RECEIVE 1 MORE RED CENT FROM ME AGAIN! In the phone call you shall hear me turn down one of Boost Mobiles Lying Thug Henchmen's offer of a $10 Credit, that said your low ball offer of $5 is yet another arrogant slap in the face of a new customer THAT ********************** MANAGED TO LOSE , DAYS BEFORE ??? even received the phone they sold me! So please do this for me; GO & F*** YOURSELVES YOU F****** KUNT's! Respectfully
Initial Complaint
Date:04/16/2023
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 paid my bill and they didn't restore services or tell me that this would happen before I paid. I contacted them via phone and she said that everything should be good to go. My phone wasn't on so I contacted again via chat. I was given an invalid ticket. The second ticket wasn't resolved so I contacted again via chat and got nothing handled
Business Response
Date: 05/12/2023
May 12, 2023

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

Re:BBB Complaint #********
823452060796 - *************

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

On May 8, 2023, we received your complaint, dated April 16, 2023, filed with the Better Business Bureau.

You said you made a payment to your Boost Mobile account but service was not restored.

A review of our records indicates that you made a payment to a disconnected account. Please note that there is a limited window of time after an account is disconnected that the phone number associated with it is reserved. Once that window closes, the phone number is redistributed. Additionally, the associated account, once disconnected, cannot be restored.

Our records also show that the payment in question was made through your online account.

A refund of $25.75 has been issued. Please allow up to 20 business days for processing.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/15/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have not been able to access the internet with my mobile phone and at times my phone service hasn't worked. This has been going on for a week now. I have been a boost customer for 7+ years now and the service they provide is the worst its ever been! Their new app is a joke, they don't offer any incintives to long time customers like they used to i.e. buying a phone on an installment plan and they shut ur service down on the day ur payment is due instead of giving u that day to pay it even with autopay they take ur money a day early. I want a refund for the days I've been unable to use my mobile data. Why should I pay boost for something they didn't provide, and still aren't! I'm using my company wifi to file this. This isn't the only thing thats been messed up since dish took over. I am sick of dealing with their b.s. They will never get a good review or recommendation from me!!!
Business Response
Date: 05/12/2023
May 11, 2023

Ms. **** From
*****************************
*********, ** 64468

Re:BBB Complaint #********
521912384973 - *************

Dear Ms. *************** May 5, 2023, we received your correspondence, dated April 15, 2023, filed with the Better Business Bureau.

You expressed concern with the network coverage in your area and you requested compensation.

As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings, basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls while indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such.

Our records indicate you ported your phone number to another service provider. Unfortunately, your request for compensation cannot be met.

We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the Boost Mobile family.

Sincerely,

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

cc: ****** / ******* 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,

**** From
Initial Complaint
Date:04/15/2023
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.
Purchased 2 iPhones in February, and I think I mixed up their SIM cards because customer service isnt finding my phone. I am attaching both orders as well as the boost mobile 90 day warranty. My iPhones battery is defective and they need to replace the phone under warranty for no charge.
Business Response
Date: 05/12/2023

May 11, 2023

******************************************
**************************
**************, ** 33024

Re:BBB Complaint #********
511655506719 - *************

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

On May 5, 2023, we received your correspondence, dated April 15, 2023, filed with the Better Business Bureau.

You said you purchased two iPhones in February 2023. You indicated that one of the phone batteries is defective and you requested it be replaced.

Our records indicate you purchased refurbished phones on February 8 and 9, 2023. 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. Please note that refurbished phones are sold as is. As such, your request for a replacement phone cannot be met.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/15/2023
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.
Since February I have had issues with boost mobile and there new network my auto pay has not gone thru the system does not process the card causing me to have to manually charge my card and services are not restored upon payment they are restored after processing but the system doesnt even process the auto pay so since February I have been waiting 3 days after I make a payment for the system to restore and refresh my monthly services
Business Response
Date: 05/12/2023
May 11, 2023

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

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

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

On May 5, 2023, we received your complaint, dated April 15, 2023, filed with the Better Business Bureau.

You stated that you are enrolled in automatic payments, but they are not being debited resulting in your service being turned off until you make a manual one.

A review of your account shows that the automatic payments on your Boost Mobile account are being processed normally, and I was unable to identify any issues.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/15/2023
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 tried cancelling my service with boost mobile before my bill was due and was given the excuse that systems were down an so my auto draft charged me and they refused to give me a refund.
Business Response
Date: 05/11/2023
May 5, 2023

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

Re:BBB Complaint # ********
565853306995 - *************

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

On May 5, 2023, we received your complaint, dated April 15, 2023, filed with the Better Business Bureau.

You stated that you tried to disconnect your service prior to your AutoPay due date; however, you were still charged for your next months service. You requested that we refund you for this payment.

Please be advised that our records show the payment made on April 4, 2023, was necessary to ensure the porting out of your phone number to your new wireless carrier. As your number remained active until April 8, 2023, we are unable to issue a refund for this payment.

In addition, please note that 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.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/15/2023
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 transferred cell phone service from Boost to ******** They transfered the port but never unlocked the phone. I called multiple times and got transferred several times before someone finally said they would put a ticket in to unlock the phone. She said that it would be unlocked within 24 hours. 24 hours later, still locked so I called back. After being transferred again multiple times, the woman said that they had no ticket in the system for the phone. She was going to put another one in then said the phone associated with my account was a Moto G. I have an iPhone that THEY sold me.. I've never had that phone with them. She said she can't help and I need to find the phone. I DON'T HAVE THAT PHONE! Never had. I asked to talk to a supervisor, she said one would call me. Never did. I think my only option is to buy a new phone that I shouldn't have to buy!
Business Response
Date: 05/11/2023
May 5, 2023

***********************************
29931 ***********.
***********, ** 48135

Re:BBB Complaint #********
629239584416 - *************

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

On May 5, 2023, we received your correspondence, dated April 15, 2023, filed with the Better Business Bureau.

You requested your device be unlocked.

Boost Mobile will unlock a device under the following circumstances:

?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months

Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile *** card is inserted.

*** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

Sincerely,

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

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

*********************
Initial Complaint
Date:04/15/2023
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 plan with Boost includes hotspot. However, recently when I try to turn on the hotspot, message saying that the plan that I have does not come with hotspot and if I want it, I need to contact AT&T.I called and chatted with Boost multiple times and went through several different versions of troubleshooting without success. Every call ended up with turning the phone off and on again which forced me to be disconnected. Every time the representtive assured me this time it would work. It never did, or else I would not be filing a complaint.Every representative I spoke or chatted with said that their system says that I don't have hotspot on the plan. When I remind them that it does, they come back saying that I do have hotspot on the plan. Every time they promised me that they will leave a detailed note in case their remedy does not work. The next representative says there is nothing noted. One of the representatives said that she was the supervisor, but in fact she wasn't.I joined Boost because hotspot was on the plan. If I am not able to use it, I have to find another way to use the internet on top of the current service.I have wasted both time and money trying to solve this. All of the representatives lied to me with false claims saying that they will leave detailed notes so that I don't have to explain again if I had to call again.I ***** like the hotspot service to be usable and would like a compensation for the time that I was not able to use this advertised service.
Business Response
Date: 05/11/2023

May 11, 2023

*****************
166 *******
******, ** 92618

Re:BBB Complaint #********
109172662051 - *************

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

On May 5, 2023, we received your complaint, dated April 15, 2023, filed with the Better Business Bureau.

You said the hotspot feature on your phone stopped working. You also expressed concern with the customer service you experienced. You requested that the hotspot be restored and compensation be provided.

Please note, your account includes 5 GB of hotspot and the hotspot feature has not been changed on your account. At this point, we urge you to consult with the manufacturer of your device. Unfortunately, your request for compensation 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

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

Customer Answer
Date: 05/11/2023

Complaint: 19939070

I am rejecting this response because: the manufacturer camnot do anything regarding the plan. The message that I am getting when I try to turn on the hotspot feature is that I do not have the plan that supports hotspot. It is not an issue with the manufacturer.

Sincerely,

*************
Business Response
Date: 05/22/2023
May 20, 2023

*****************
166 *******
******, ** 92618

Re:BBB Complaint #********
109172662051 - *************

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

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

You maintain that you are unable to use the hotspot feature on your device. You previously mentioned that the hotspot feature was working on your phone, but it stopped functioning.

As previously stated, your monthly plan does include 5 GB of hotspot data. Furthermore, it has not been changed. We urge you to consult with the manufacturer of your phone to troubleshoot the hotspot features of your device.

Sincerely,

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

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

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

Customer Answer
Date: 05/24/2023

Complaint: 19939070

I am rejecting this response because: It is not the issue with the phone. I have confirmed this with ******* on numerous occasions.

Sincerely,

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

****************
166 *******
******,** 92618

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

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

On May 26, 2023, we received your second rebuttal, dated May 25, 2023, filed with the Better Business Bureau.

You indicated that you do not accept our resolution.

While we regret that you do not agree with the solution we proposed in our previous correspondence, we believe we have offered you a considered and fair option in response to your complaint.At this point, we respectfully consider the issue closed.

Sincerely,

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

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

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

Complaint: 19939070

I am rejecting this response because:

Complaint was not resolved in any way. None of the representatives, whether it was on the phone or via chat, were able to give me a good solution.
Ticket that was opened months ago is still not closed albeit the promise being should be resolved within 48 working hours.
Every time I contact Boost Mobile with the same issue, I go through the same run down that involves same suggestions of turning the phone off and on, talking to the manufacturer, and more that has proven ineffective.
All of these suggested remedies has not proved to work and there were other representatives giving me false information saying that I need to buy extra data in order to use the hotspot feature.
I have entertained that response and bought the extra data. Again, did not work. Not only did it not work, the extra data disappeared from the plan due to a reason that was not understandable and just given monetary credit on my account. The reason given was that the extra data can only be bought when there is no more data left on the plan.
Altogether, Boost Mobile customer service has proven very ineffective and the record keeping has been very sparse making every call that I make dreadful and also very ineffective.
Boost Mobile has collected money from me and did not provide the service that is published on their website. This is nearing fraud.
Sincerely,

*************
Initial Complaint
Date:04/15/2023
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.
Good evening BBB Team,Ive been customer with this ***** service provider about over 3 years ..Ive purchased a device from this Carrier last year recently Ive paid in full my device i***** 13 pro 256 reason that they should unlock this device right now because I own it .Ive called their customer service department 2 weeks ago and they said it still on the process Later on this week I called again another Helpline agent was terrible and unhelpful at all ..again after many attempts to reach to talk a supervisor was unsuccessful I called again another agent she asked me to back up my device and Reset all settings and said after I will do all this steps I will be all set ..which I did and nothing again .the Device still LOCKED to their Carrier..This is ridiculous seriously ..BOOST MOBILE STOP THOSE THINGS WITH YOUR CUSTOMERS
Business Response
Date: 05/11/2023
May 8, 2023

*************************
1735 ***********************.
**************, ** 60056

Re:BBB Complaint #********
901690077 - *************

Dear Mr. ***************** May 4, 2023, we received your complaint, dated April 15, 2023, filed with the Better Business Bureau.

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

Our records show that your phone was previously unlocked as requested.

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).

We apologize for any inconvenience.

Sincerely,

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

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

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

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

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

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

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

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

Complaints

Find a Location

Boost Mobile

Boost Mobile

Boost Mobile

Boost Mobile

Boost Mobile

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Initial Complaint

Business Response

Boost Mobile is NOT a BBB Accredited Business.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

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

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Boost Mobile is NOT a BBB Accredited Business.