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

5,008 total complaints in the last 3 years.
1,499 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:04/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an iphone 12 for ******, I also prepaid ***** for a service plan. Upon receipt of the device, I did not like it. I shipped the device back the day after receiving it. I contacted Boost Mobile to find out the return process. I received a return authorization code, allowing for return AND refund. I shipped the device and all original materials included with the device back to ***************************** **** I have proof of delivery dated April 6, 2023. I still have not received my money back despite 3 calls to customer service. I am getting the run around. It seems nobody in customer service knows what is going on. The resolution I want is to have all my payments returned.Return Authorization Code...3752-098691-5258 Original Order #..................... 3752-967332-1833 Reference Code for Service Refund.....1701189 *** Tracking#.........................1Z00TR9Y0300013616
Business Response
Date: 05/11/2023
May 6, 2023

*********************************
**********************************
*****, ** 44446

Re:BBB Complaint #********
521400743752 - *************

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

On April 15, 2023, we received your complaint, dated April 14, 2023, filed with the Better Business Bureau.

You stated that you purchased an iPhone from Boost Mobile, but after receiving it, you decided to return it. You said you contacted Boost Mobile and you were informed of the return process, and on April 6, 2023, your device was returned. You mentioned that since then, you have contacted customer care on three occasions, but they have been unable to process your refund. You requested a full refund.

Boost Mobile devices purchased through boostmobile.com may be returned within seven days of purchase, subject to the policies, terms, and procedures listed in this Return Policy (Policy). Approved returns will receive a refund of the purchase price (excluding charges incurred for wireless service). Terms of this Policy are subject to change. This Policy applies only to Boost Mobile wireless products purchased from boostmobile.com. Please allow up to eight weeks to receive your credit card refund. Your refund will be applied to the credit card account that your purchase was initially charged.

Our records indicate a refund of $213.49 was processed on May 3, 2023.

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

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

Customer Answer
Date: 05/11/2023

Complaint: 19936540

I am rejecting this response because:
Although Boost Mobile refunded the device payment, I was informed that my $40.00 service payment would be refunded as well. It was not, therefore my complaint was not fully resolved. I am requesting a FULL refund for service I never used.
Sincerely,

*****************************
Business Response
Date: 05/22/2023
May 17, 2023

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

Re:BBB Complaint #********
521400743752 - *************

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

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

You rejected our response, as you want the $40.00 you paid for service to be refunded.

As stated in our return policy, Boost Mobile devices purchased through my.boostmobile.com may be returned within 10 days of purchase, subject to the policies, terms and procedures listed in this Return Policy (Policy). Approved returns will receive a refund of the purchase price (excluding charges incurred for wireless service). Terms of this Policy are subject to change. This Policy applies only to Boost Mobile wireless products purchased from my.boostmobile.com.

We respectfully decline your request for any additional refund, as the phone was activated on the account and, per our return policy, wireless service will not be refunded.

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: 05/26/2023

Complaint: 19936540

I am rejecting this response because: A representative/customer service rep of ********************** promised a refund for unused service...even going so far as to provide a reference number for payment, and further informed me, that I should contact the company should my $40.00 not be refunded within a few weeks. I believe the reference number is 1701189. The representative should not have promised a refund for service...if it was indeed against Boost return policy, however, she did, and I want my payment returned.

Sincerely,

*****************************
Business Response
Date: 06/05/2023
May 31, 2023

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

Re:BBB Complaint #********
521400743752 - *************

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

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

You stated you are rejecting our response, as you were promised a refund and given reference number *******.

Our Boost Mobile return policy clearly states, Approved returns will receive a refund of the purchase price (excluding charges incurred for wireless service). Please visit ***************************************************************** for more information regarding our return policy.

The reference number provided, *******, was for a ticket submitted requesting a refund. This request was denied as it falls outside our refund policy.

We respectfully decline your request for any further refund, as you were refunded the correct amount per our refund policy.

Sincerely,

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

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

*********************;
Initial Complaint
Date:04/14/2023
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.
On 4/14/2023, the four lines of service paid for through Boost Mobile stopped working. I called customer service and spent an hour on the phone to be told that the outage could last 48 hours. When I asked for compensation, I was told I could receive **** per day and that I had to call 611 to get that credit. The phones aren't working, even to call 611 so that's not even a possibility! I had to borrow a phone to even call in the issue to Boost. This is unacceptable. I have been an outstanding customer for almost 10 years, with 4 lines of service. I want a minimum of ***** credit for this HUGE inconvenience. It's also worth mentioning that the customer service phone number on the ******************** website is incorrect and calls to Boost drinks, through ******* There was no email found to reach out to them direct, in writing.
Business Response
Date: 05/11/2023
May 5, 2023

***************************
***************************
*****, ** 48532

Re:BBB Complaint #********
366771103 - *************

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

On April 15, 2023, we received your complaint, dated April 14, 2023, filed with the Better Business Bureau.

You stated that on April 14, 2023, all four lines you have with Boost Mobile stopped working. You said you were advised that the outage could last 48 hours, and when you requested compensation, you were advised that $1.60 could be given out per day if 611 was dialed. You also claimed that the number listed for Boost Mobile is incorrect. You requested $80.00 in 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.

In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service.

Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified.

Our records indicate that adequate usage occurred on all four lines since April 14, 2023. Due to this, we respectfully decline your request for compensation of $80.00.

In the interest of customer service, a $10.00 credit has been applied to each line equaling a total credit of $40.00.

If you continue to experience problems with your service please contact Boost Mobile customer care at **************** for additional troubleshooting.

Sincerely,

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

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

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

Customer Answer
Date: 05/11/2023

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:04/14/2023
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 trying to change my monthly plan with Boost mobile for 2 weeks when I log into my account my options are $35 unlimited talk unlimited text plan 10g data 10g mobile Hotspot I have called 4 times customer care at 611 attempting to change my plan to the $25 from the $35. Some customer care agents have said it currently is on the $25 plan and some say it will change on the 13th at ****pm mst And I logged in at ****am and 215 am and I can't change my plan to the $25 monthly pay at $25. I have included pictures of the plan details. $35 Unlimited talk unlimited text, at 10g "only" .The $25 plan is unlimited talk & text,Unlimited data New customer's Current customers Autopay required.Everytime I select the $25 plan it states - A plan order already exists and in progress for you, please try again after sometime. At the top of my account page. And I am locked into the $35 plan apparently after logging in and repeated attempts to switch are unsuccessful, for 5 days now.
Business Response
Date: 05/11/2023
May 6, 2023

*************************************
2801 *****************************************************
*********, ** 80113

Re:BBB Complaint #********
603122166555 - *************

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

On April 15, 2023, we received your complaint, dated April 14, 2023, filed with the Better Business Bureau.

You stated that you have been attempting to change your monthly plan from $35.00 to $25.00, but you have been unsuccessful. You said you have called several times and customer care has advised you that the plan change would take place. You mentioned that when you log into your online account, it does state a plan order already exists and is in progress. You indicated the change will not take place and you requested assistance with your account.

Our records indicate your plan was set to change at the beginning of the new billing cycle, but you chose to disconnect your account. As the account is disconnected, no plan changes can take place.

For further questions regarding your disconnected account, please contact customer care at ****************.

Sincerely,

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

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

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

Customer Answer
Date: 05/11/2023

Complaint: 19934860

I am rejecting this response because:

Sincerely,

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

I canceled my plan and switched to a more normal phone company where there is staff who no how to do their jobs with cognitive training. I would appreciate a refund applied or sent to me. Prorated. The change took over a month when other people changed their account premium and were credited starting following month mine was two plus months.
Business Response
Date: 05/22/2023
May 17, 2023

*************************
2801 *****************************************************
*********, ** 80113

Re:BBB Complaint #********
603122166555 - *************

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

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

You rejected our response and requested a prorated refund.

As you chose to disconnect your account prior to the plan change taking place, we respectfully decline your request for any prorated refund. Additionally, Boost Mobile does not prorate charges. Furthermore, 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.

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: 05/24/2023

Complaint: 19934860

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
Date:04/13/2023
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.
On January 10,2023 I purchased a phone on Boost mobiles website for $383.71. I called a few hours later the customer servce number to cancel the order becasue i needed the phone before it would be sent to me. The woman I spoke to said it was too late to cancel but would put a stop toit and request a return to sender once it shipped to *** and I would recieve a refund within **** business days since I already had been charged for the ******* Galaxy s22. After I hung up, I went to he store and purchased the phone in the store. It is now 3 months later and Boost mobile still owes me the $383.71. I have a tracking number from *** which is 1z52a2591207882730 which shows *** receiving and sending back the phone and boost mobile accepting and signing for the return of the phone at the docks on January 13. I have spoken to countless people, over 40 people that can not find me in their system, even though both numbers they have, is from them! both numbers ************ and ************ have been gven to me by boost! I have an original order number...given to me by them and given to me by email...they have given me countless ticket or escalation numbers regarding my refund and for the new debit card that I had to give them because the original card was cancelled. They have also told me that i was given a credit on march 14, however thats's impossible since their "systems were down" and I was told to dispute the charge with Cashap since NOW, now boost cant find the charge. and I did dispute it and ****** denied it since the charge was legit. I have supporting documents and I've submitted them to boost and still refuse to refund me MY money. They have shown terrible, unfair, illegal practices. I have been more than patient and polite. Please help me get my money owed to me!
Business Response
Date: 05/11/2023
May 11, 2023

*****************************
******************** SE
************, ** 49548

Re:BBB Complaint #********
356730271470 - *************

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

On May 4, 2023, we received your complaint, dated April 13, 2023, filed with the Better Business Bureau.

You said you purchased and returned a phone from Boost Mobile, but you have not received a refund for it.

Our records show that a check refund is being processed and mailed to you. Please allow up to 20 business days for processing and mailing.

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
************************************************************** 80210

*********************
Initial Complaint
Date:04/13/2023
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.
On 3/19/2023 ordered (#****-809248-6513) online from Boostmobile IPhone 12 cellphone $249.00 + $25.00 unlimited plan + $15.75 tax with pre-assigned # ************** (pin ***** ************************** On 4/3/2023 contacted Boostmobile to activate and port over/device swap iPhone 12 to replace iPhone 6s ************** (pin ***** ********************* and the Boostmobile cc rep suspended/canceled phone number ************** and swap iPhone 6s SIM card into iPhone 12. On 4/4/2023 I went to local Boostmobile store to buy a New SIM card and was unable to activate the phone. Upon calling cc rep from the Boostmobile store was advise the NEW iPhone 12 was BLACK LISTED and unable to be used. The CC rep initiated a Boost ticket (*******) 4/4/2023 to have the iPhone 12 removed from the Black list so that it can be used as intended and ported over/device swapped to replace my iPhone 6s utilizing my current number ************** and would take 72 hours. On 4/7/2023 the store clerk called Boostmobile cc and was told that a Return Authorization # could not be issued because the account was suspended/canceled. On 4/8/2023 I called Boostmobile was informed the Black list removal would take 3 - 7 days total. On 4/12/2023 & 4/13/2023 I was informed the ticket is still pending removal from the black list and would be escalated to resolve the issue. My original Virgin Mobile acct ************** was bought by Boost mobile and was since migrated over in January 2023 from Boost Legacy system to a new Boostmobile system which has not allowed me to log into their NEW Boost One app or online system to access the account to view account info, change payment method, address info or to Purchase a New Phone online which is reason for the iPhone 12 purchase utilizing my @gmail account. I want my iPhone 12 removed from the black list and ported over to my **** acct, financial compensation, new iPhone 12 and accessibility to my @yahoo.com account
Customer Answer
Date: 05/02/2023
Please add the following IPhone 12 device information to verify receipt and possession of ordered merchandise with screenshots attached:
UPS Tracking #:
1Z 52A 259 03 **** 0879

Device S/N: ************

IEMI: 35 ****** ****** 0

ICCID: 8901240140703718242

Business Response
Date: 05/04/2023
May 3, 2023

*******************************
**************************************** 201
**************, ** 23452

Re:BBB Complaint #********
687384892700 - *************

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

On May 2, 2023, we received your complaint, dated April 14, 2023, filed with the Better Business Bureau.

You stated that the iPhone 12 you purchased from Boost Mobile was on a blacklist preventing you from activating it. You requested that we remove the device from this lost/stolen list, activate it to your Boost Mobile account, provide an additional replacement iPhone 12, restore access to your Yahoo email account and provide compensation for your time.

Please be advised that Boost Mobile does not sell devices which have been added to the lost/stolen blacklist. Please email your order number and proof of purchase to me directly at ************************** Once I have received this information and confirmed your purchase, we can explore the possibility of a device return and refund.

Your request for an additional replacement iPhone 12 is denied. Your request for unspecified compensation is also denied, as Boost Mobile does not issue compensation for time.

Please contact Yahoo directly for assistance with access to your email account, as ******************** has no association with them.

Sincerely,

*******************************
Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

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

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

Customer Answer
Date: 05/08/2023

Complaint: 19933227

I am rejecting this response because:

The requested information is attached for your review and resolution.

My complaint stated the account was suspended and canceled on 4/3/2023 by your call center representative overseas when I was trying to activate it, and then the phone/device was then placed on the lost/stolen/blacklist and the Boost tickets where generated on 4/4/2023 to remove the phone/device from the Blacklist so that it could be utilized as purchased.

I still would like to have the phone removed from your blacklist and activated as the reason why I purchased it.

Sincerely,

***************;
USN, Ret

Sincerely,

***************************
Customer Answer
Date: 05/10/2023
Thank you for your assistance and attention in trying to help resolve this matter.

The previous email on 5/5/2023 contained the cellphone order number w/email address ************************** the monthly ($25.00) unlimited plan fee, bank statement purchase charge, the cellphone IMEI number, the cellphone ICCID number and *** tracking label (original) which is verification to remove the Blacklist tag/label and activate the cellphone under the original purchase terms or accept the Un-Activated cellphone back as a return and refund 100% of the charged purchase price.

Sincerely,

***************;
Business Response
Date: 05/16/2023
May 12, 2023

*******************************
**************************************** 201
**************, ** 23452

Re:BBB Complaint #********
687384892700 - *************

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

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

You requested that we issue a refund for your phone, as you indicated it had been placed on the lost/stolen list prior to you receiving it.

As I advised you via email, you can return the device to me in like-new condition, with all original accessories included. Please mail it to:

*******************************
c/o DISH Network
**************************************
*********, ** 80112

Once I have received the phone and confirmed its condition, I will submit a refund request with our billing team.

Sincerely,

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

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

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

Customer Answer
Date: 05/19/2023
On Friday May 12, 2023 the device was shipped to ******************************* via *** tracking number 1ZR047R20369517060, **** Lbs package and was received on Wednesday May 17, 2023 @ 10:16 am by *****.

An email was sent to all parties on Friday May 12, 2023 with an attachment showing the *** label for tracking purposes and a copy of ******************************* email requesting the return of the like new condition was enclosed with the device to assist with receipt processing once the device is received.

******************************* can respond and assist with clarification of what steps have been completed at this point.
Business Response
Date: 05/31/2023
May 30, 2023

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

Re:BBB Complaint #********
540584221560 - *************

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

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

You stated that your phone was sent back to Boost Mobile and has been received. You are waiting on a refund and would like a clarification of the status of this refund.

Please be advised that your phone has been received and the condition has been confirmed. A refund for this purchase of $290.74 was submitted on May 19, 2023. According to our wireless refund department, this refund has been approved to be issued back to your payment card; please allow 10 to 19 business days for processing.

Please reach out to me directly via email at ************************* with any further questions related to this refund.

Sincerely,

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

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

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

Customer Answer
Date: 06/06/2023
Case closed, purchase was refunded.
Initial Complaint
Date:04/13/2023
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.
4/11 I received a notification from my phone provider boost mobile that my card on file was declined. a few weeks earlier I had to get a new debit card and forgot to change over the payment info. while trying to inter my new card info my card declines. I try several more times to process the payment with zero luck of payment going through. I call customer services to try to resolve the problem. I was instructed to call my bank and handle the issue. When talking to the bank I noticed 9 87$ charges reflecting in my bank account. My bank told me that everything was fine on there end and didn't seem to have a issue. The bank disputed 8 of the charges with the hope one would stick. I call boost mobile back to let them know what the bank said. They tried to run the the card 4 more times making 13 transactions of 87 $ coming out of my account driving it way down into the negative. Boost mobile couldn't do anything anymore and kept preceded that I keep reaching out to my bank. when telling them that I already did that and everything was good they passed me from rep to rep. when asked to speck with a manager I was told managers where taking call and couldn't assist me. I was told this repeatedly and passed on to the next person to tell me the same thing. when demanded to speck to a manager I was put on hold and hung up on. I have been 2 days without service. Also when asked to release my phones so I can move to a different provider I was told I couldn't bc my account was suspended. I have been with boost for 13 years and have never been treated this way by anyone. Also I was instructed to go to a boost mobile store. when done so the person there couldn't help me and instructed me to call customer service to start the whole cycle all over again. At this point I have I don't even want to have services with this company based on how I have been treated during the process. I would like my phones released so I can move to another company
Business Response
Date: 05/10/2023
May 9, 2023

*******************************
******************************
**********, ** 37814

Re:BBB Complaint #********
719823539788 - *************

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

On May 4, 2023, we received your complaint, dated April 13, 2023, filed with the Better Business Bureau.

You said that your debit card account was charged 13 times when you attempted to update your AutoPay account. You requested your device be unlocked to use with a different carrier

A review of our records reflects a single payment on April 13, 2023, made through a Boost Mobile store. We have no record of any other payments around that time. If you are showing additional payments, please contact your bank regarding this issue.

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

While we sincerely regret any confusion or inconvenience, as your device has not been active 12 months, we are unable to unlock it.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/13/2023
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.
As of March 31, 2023 I met the requirements to unlock my ******* s22 ultra cellphone from Boost Mobiles network. Boost Mobile continues to tell me that 24 to 48 hours they will unlock the phone. As of today 13Apr23, it has been 336 + hours.
Business Response
Date: 05/11/2023
May 10, 2023

**************************************************
***********************************************************
***********, ** 87111

Re:BBB Complaint #********
614175493 - *************

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

On May 4, 2023, we received your correspondence, dated April 13, 2023, filed with the ******* Communications Commission.

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 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

cc: ******* Communications Commission
**************************************

*********************
Initial Complaint
Date:04/13/2023
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.
Can you guys give the public some details as to why Boost Mobile accounts have gone missing from their system? I tried to use MyBoost app to make a monthly payment for the account shared by my husband and I. I was instructed to download a new app, BoostOne. After doing so, a error message came up informing me to call ************** ************. After speaking with the first rep, I was informed that my account had been moved and I was being transferred to that department. The rep from that department informed me that neither my number nor my husband's was in the system. I told her that we've been with Boost for 6 years so that is impossible. She told me to go to the store which is ridiculous because if we're no longer in the system, how will the store be able to assist me? She also told me to wait a few hours then try back. That's when I went online to use the chat service in hopes of connecting with someone who could assist. Instead, I was instructed to sign in. After doing so, a message appeared showing that the account had been moved to a new website with the link. I tapped the link and was instructed again to sign in. Once I did, I received the same error message instructing me to call the ************* number again. I then logged onto ******** and went to the comments of some of Boost's posts to find others having the same experience we are and there's no explanation. I'd like an adjustment to the bill as well for the inconvenience of not being able to use either phone.
Business Response
Date: 05/10/2023
May 8, 2023

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

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

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

On May 4, 2023, we received your complaint, dated April 13, 2023, filed with the Better Business Bureau.

You requested an explanation why your phone numbers are missing from the Boost Mobile system, as the agents you spoke with did not have one.

Your account has not been removed from the Boost Mobile ********* April 7, 2023, your account was transferred from the old, Sprint platform to the new Boost Mobile platform. Your new account number is ************.

We apologize for the misunderstanding and any inconvenience this has caused.

Sincerely,

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

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

*****************************
Customer Answer
Date: 05/10/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is almost satisfactory to me.
Perhaps, in the future, you will provide consumers with an update regarding changes and how their services may be affected. This was a stressful ordeal because I couldn't communicate with anyone except Boost. This put me in a horrible situation for an important scheduled video call. Please do better for your patrons.

Sincerely,

*************************
Initial Complaint
Date:04/12/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I would like to file a complaint against Boost Mobile. I am a former Boost Mobile customer, and was a long time customer over 10 years. On 3/1/23, I checked my bank account online- I bank with ******************** and saw that Boost Mobile took out three unauthorized payments of, $75, $100, and $125, to the tune of $300. On 3/2/23, I called Boost Mobile and talked to a customer service agent. I explained that I did not authorized the charges to be taken out automatically. Did some research, and found out that Boost Mobile/Dish Network was hacked and data was compromised on 2/23/23. I was upset that Boost didn't let any of it's customers know what happened. On the same day, I called ******************** and explained the situation about $300 taken out of my account. The bank filed a fraud dispute on the same day. On 3/7/23, the bank gave me a $180 refund, part of my money back. I checked my account a few weeks later in Mid-March, and realized that Boost Mobile didn't give me the other remaining $125. I filed another dispute to get the remaining $125, but cancelled to try and get the refund through with Boost Mobile. I called Boost, and they would not give the $125 back. On March 23, 2023, I paid $65 for my phone bill. The next day on 3/24/23, I called ******************** and explained that Boost Mobile would not refund the $125 and I cancelled the dispute thinking that Boost Mobile would give me a refund. First ************* filed a fraud dispute against Boost Mobile on 3/25/23. I checked my bank account, and First Citizens credited the $125 on 3/31/23. A few days later on 4/3/23, I tried to login to my Boost Mobile account, and my account was suspended. I called Boost Mobile at 11 am, and talked to a person, and they said that I need to give them the $125 to get turned back on. I called the Bank, and talked to ****** at 11:30 am, and she gave me the number to the BBB. What I did not realize is that Boost Mobile extorted me out of my money, how was I treated badly.
Business Response
Date: 05/09/2023
May 8, 2023

*****************************
******************************** SE
*******, ** 30315

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

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

On April 7, 2023, we received your complaint, dated March 17, 2023, filed with the Better Business Bureau.

You stated that three payments ($75.00, $100.00 and $125.00) totaling $300.00 were debited from your bank on March 1, 2023. On March 4, 2023, you requested a refund and one was issued for $180.00. You expressed concern that the refund was not for the full amount, and you disputed the $125.00 payment with your financial institution. A few days later, you noticed that your Boost Mobile account had been suspended. You requested a full refund.

Our records indicate that two balance transfers of $60.00 each were made thirty minutes after the three payments were completed on March 1, 2023, reducing your balance to $180.00. We refunded that remaining balance on March 4, 2023, creating a zero balance on your account. Your dispute of the $125.00 payment resulted in a balance being due, which caused the service to be interrupted until a payment is made to bring the account current.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/12/2023
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 logged into my "BoostONE" account online, before I was using the old one and didnt need to make a payment for a few months due to having money on my account to cover some payments. When I logged in it said Hello, *****, and I have had this service for 2 years now if not longer and when i signed up i gave the boost associate my ID at the store as it was a requirement in order to start service. I have used my personal account since day one to make my payments except in Feb 2023 when i added cash to my account. So my name should be on MY account, i dont know who this person is and if they could access my information on my account. i have a text message from boost on my phone saying that my bill was due on the 8th. on the 8th my service was suspended which i dont understand, normally i still have service on the dude date and if i have to ill pay it on the due date, because of this I was not going to extend my service this month and just switch to another carrier where my name would be on my account and my service would not be shut off on the due date all of a sudden. Well i need some service to hold me til i can go get another phone this weekend, so i called and spoke a rep who told me in order to change my name i would have to make the payment first, and you can pull the call cause i have proof that i called and spoke with someone, so i said fine and trusted this and made the payment, and then when i called back the girl told me i can change it online so i went online while on the phone and it didnt let me so then she said that tech support would assist and she was going to transfer me to tech supp. I work in service and tech supp can't fix that, because its account information that needs to be updated, not an issue with the tech portion. so i asked her to put in a support ticket to escalate to someone who can help me, that way they can just contact me when they are available, she she was was doing one, then she said she wasnt and put me back in the call cue.
Business Response
Date: 05/09/2023
May 8, 2023

*****************************
156 *****************.
******, ** 30601

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

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

On May 4, 2023, we received your complaint, dated April 12, 2023, filed with the Better Business Bureau.

You noticed that the name on your account changed after you switched to our new mobile application. You called customer to get this corrected, but we were not able to make the change. You requested that the name on your account be corrected.

I updated the name on your account to **************************

Sincerely,

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

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

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

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

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Boost Mobile is NOT a BBB Accredited Business.