Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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:04/12/2023
Type:Delivery 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 became a new customer by buying a phone and service and I received a incorrect order number so I couldn't check the order status and I called and told them and they said to disregard it then I received a tracking number that was no good so I called *** and they said they haven't received the package because either it was not shipped or lost in transit and boost customer service is not willing to help me. I would greatly appreciate if you all could help me resolve this. order number 9624-204070-4141 Tracking number is 1Z52A2590310015697 Thank you
Business Response
Date: 05/09/2023
May 5, 2023

*********************************
************************************** 11
********, ** 74403

Re:BBB Complaint #********
558907539624 - *************

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

On April 13, 2023, we received your complaint, dated April 12, 2023, filed with the Better Business Bureau.

You stated that you purchased a phone from Boost Mobile but did not receive it. You mentioned that you received an incorrect order number. You said you received a tracking number that was invalid, and you stated that Boost Mobile customer service is unable to provide assistance.

Our records indicate that order 9624-204070-4141, which was for a ******** ************* 5G, was delivered to you on April 14, 2022. The tracking number you provided in your complaint is valid and does show the item as being delivered.

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

*********************
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 called boost because I had a phone stolen at a casino ad wanted to track it in the lost device app and couldn't get into my account a my pin wasn't working. After the agent was rude to me and hung up I finally get another agent and now they say my account don't exist! I just paid the bill.i shouldn't have to spend 4 hr on the phone lied to about the pin then lied to a out the account.i paid over 248$ for the phone that I got back that there saying don't exist now.what a horrible customer service experience! I not only have the phone I have the receipts where I paid over 400$ total for a phone..phone case and service for over a year for. Phone account they say don't exist! What terrible way to treat a customer! Then want me to give them the **** number as clearly there rude nd angry and mean employee took the fact he must hate his job and life out on me .***** a full refund for the phone the case and service I'll ship them back to boost
Business Response
Date: 05/09/2023
May 8, 2023

Ms. ***************************
************* SE, C4
*****, ** 98503

Re:BBB Complaint #********
672021592245 - *************

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

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

You said your phone was stolen at a casino and you could not get into your online account, but when you called for assistance, the representative was rude. You request a $248.00 refund.

The loss of your phone through theft or other means may only be covered through loss protection insurance, and unfortunately, I could not identify that you had purchased such insurance.

Sincerely,

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

********** / ******* 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 paid $60 for their largest data plan.I was to receive 37GB of data for service dates 04/05/23 -05/05/23.I was informed on 04/12/23 that I had used my data in less than 10 days. I called the main customer service line and I couldnt understand the first 2 employees and the third told me there was nothing she could do and they have no way of showing how the data was used so quickly. I also called my local boost store and she said there was nothing she could do except sell me more data on top of the $60 I already paid. I got a lot of generic answers like roaming, background apps, etc as the possible data drainers but they dont know for sure. I asked them to tell me where *** ever ran through so much data throughout my almost 4 years of service, they refused. I cant believe boost mobile isnt required to provide customers some sort of proof on data usage. It seems as if their systems can just say your done on data and theres no way to refute it. Im very unhappy with the lack of response to my concerns or proof to ease my understanding. I want the $60 credited back to my account for the annoyance around this whole situation.
Business Response
Date: 05/09/2023
May 8, 2023

Ms. *****************************
PO Box 80056
*******, ** 48908

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

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

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

You stated that you purchased a plan with 37 GB of data available, but ten days later, you were told that you hit the data usage limit. You contacted Boost Mobile to find out how the data was used, but you found that we did not have detail on your usage. You requested a credit for the $60.00 payment made for the data plan.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Our records indicate that credits totaling $10.77 have been applied to the account over the past month.

Regarding your request for information on the data usage on your account, usage is tracked by the total amount of data used, and is not broken down by the type of data used. (Streaming video/audio, websites, etc.) To track your data usage, you can view usage totals on the BoostOne mobile app or at my.boostmobile.com.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/12/2023
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.
4/12/2023 4/11/2023 4/8/2023 Also more dates as well. Multiple calls/ Customer Service ****************** Have attempted multiple times to try to fix issue with account/ plans/ also customer support - I have set on multiple calls for over 30 minutes with agents and also have asked to have management or supervisor involved to handle issues. I have requested two refunds as of the date today and had two refunds processed through customer service that I have not received.
Business Response
Date: 05/09/2023
May 4, 2023

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

Re:BBB Complaint #********
418117127229 - *************

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

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

You stated that you have made several calls to Boost Mobile for a variety of service issues. You requested two refunds, but you have not received either.

Please be advised that I am unable to confirm your account with the information provided in your complaint. Please contact me with the phone number or email address associated with your Boost Mobile account, as well as provide more detail related to your refund request, as I am unable to locate any indication that a refund of any sort was offered.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/12/2023
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.
On Friday April 07,2023 I contacted Boost Mobile about my 2 phone's has stopped texting between them only can send and receive texts from other people, not between my 2 lines, have had boost mobile customer service hang up on me numerous times, along with trying to have my messaging service restored back to normal.With No Luck!!! The representative has No Knowledge of why I can not text my other phone, this all started when Boost Mobile merged with Dish, keep getting the run a round, and I am tired of calling Boost Mobile with not resolving this issue, I cannot still text between my phone and this is another week of trying to have them fix this issue, not keep avoiding the problem.Your merging had caused a lot of people problems and Boost Mobile is not taking care of their customers
Business Response
Date: 05/09/2023
May 9, 2023

Mr. *****************************
************************************************************************************ 19133

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

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

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

You said that you have had issues texting to another phone linked to your account, which problem you did not have until the account was migrated from the older Sprint platform to Boost Mobiles new platform.

On May 5, 2023, you and I discussed this same complaint (which you filed with the ************ ************************ previously on May 2, 2023). I informed you that we are working to resolve the issue as quickly as possible and I applied a one-month credit to your account, which you accepted. This issue is still under review and you will be notified as soon as a solution has been reached.

Sincerely,

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

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

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

Customer Answer
Date: 05/10/2023

Complaint: 19926271

I am rejecting this response because:
The problem is still not fixed and it's been almost a Month, This is unacceptable
I want my phone's fixed, I haven't been waiting, patiently without any information about what's going on, like I don't exist, and this not a big problem for Boost Mobile to correct.
I feel as though I'm being pushed aside with promise that so far have not been met

Sincerely,

*****************************
Business Response
Date: 05/18/2023
May 17, 2023

*****************************
**************************************************
************, ** 19133

Re:BBB Complaint #********
969433888553 - *************

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

On May 1, 2023, we received your rebuttal, dated May 12, 2023, filed with the Better Business Bureau.

You said that the issue of exchanging text messages with your wifes phone has not been resolved.

On May 16, 2023, a Boost Mobile technician contacted you to troubleshoot the issue, but they were unsuccessful in resolving the problem. Therefore, a ticket was opened to initiate an internal review to identify the cause and expedite a solution.

Sincerely,

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

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

*****************************
Customer Answer
Date: 05/22/2023

Complaint: 19926271

I am rejecting this response because:
The problem still has not been resolved, I'm still having the same problem
Nothing has changed
Sincerely,

*****************************
Business Response
Date: 05/31/2023
May 26, 2023

*****************************
********************************************************************** 19133

Re:BBB Complaint #********
969433888553 - *************

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

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

You rejected my previous response because the problem has not been resolved.

As stated in my last response, the issue is currently under review and you will be contacted once it is completed. At this time, no further action can be taken.

Sincerely,

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

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

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

Customer Answer
Date: 06/02/2023

Complaint: 19926271

I am rejecting this response because:
Its been 2 months and your still reviewing
Meantime I'm out of service, until you feel like fixing it
Not acceptable
Sincerely,

*****************************
Business Response
Date: 06/14/2023
June 12, 2023

Mr. *****************************
************************************************************************************ 19133

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

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

On June 7, 2023, we received your second rebuttal, dated June 7, 2023, filed with the Better Business Bureau.

You said that you rejected our previous response because the issue is still not resolved; it has been under review for several months and you are currently out of service.

This is a unique issue that we have no previous record of, and there is no documentation that would support it is a result of any action taken by Boost Mobile. Nevertheless,we will continue to work to resolve it as quickly as possible, if it is within our ability to do so. I also recommend that you contact ********************** for additional research or visit this link for more information: **************************************************************************************.

Our records show that, although this issue is ongoing, you have had service and we do not have an ETA when the issue will be resolved. However, the phone number ending **** is currently capped due to exceeding the 3 GB allowed in the billing period.

If you prefer to switch carriers, you will need the account number, ************, and port-out PINs, ****** and 551596.

Sincerely,

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

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

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

Customer Answer
Date: 06/16/2023

Complaint: 19926271

I am rejecting this response because:
Now you're trying to find some excuss to retafy that you messed up and don't want to admit that you caused this problem and don't know how to fix it.
Regardless, I'm paying for particle service without text messaging.
I still want my service restored and something need to be done, my service is paid for and I'm not getting service, only excuse after excuse
Sincerely,

*****************************
Business Response
Date: 06/26/2023
June 21, 2023

Mr. *****************************
******************************************************************************************

Re:          BBB Complaint #********
                ************ -2023-06-28394

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

On June 21, 2023, we received your rebuttal, dated June 21,2023, filed with the Better Business Bureau.

You said that you want your service restored because you are paying for it, but not receiving it.

Our records show that you have consistently had service; however, you have a two-line account with each one receiving 3 GB of data for the billing period.As of this date, the line associated with phone number ************** has used **** GB of the 3.0 GB allotted. Therefore, this lines data speeds have been significantly reduced or throttled. The second line on the account, *************, has used **** GB of the 3.0 GB allotted. Once your next payment posts to the account, data will be reset to 3 GB for both accounts.

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.

Boost Mobiles service is pay as you go, and data usage can be reset by making a new monthly payment or 1 GB can be purchased as a Data Pack add-on for $5.00. Ensuring you are connected to a Wi-Fi network will greatly reduce your dependence on data allotments.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 07/07/2023

Complaint: 19926271

I am rejecting this response because:
I still don't have text messaging service between the 2 line's, cannot still Text between the 2 phones, always says sending and not going through, also cannot receive voicemail, since the merger with dish my text messaging service is not working, not only between the 2 line's it is effecting some of the other people I'm trying to message, this has not been fixed since April of this year 2023
They boost keep saying it's fixed
THEY ARE LYING CONSTANTLY, THEY HAVE NOT RESOLVED THIS ISSUE, , THEY KEEP COMING UP WITH DIFFERENT EXCUSES, AND NOT FIXING THE PROBLEM WITH MY MESSAGING SERVICE AND VOICEMAIL
I HAVE NO TEXT MESSAGING, I CANNOT TEXT BETWEEN THE 2 PHONES
**********
**********
I KEEP ASKING THEM TO FIX THIS LIKE IT WAS, BEFORE THE MERGE,I HAD TEXT MESSAGING SERVICE NOW FOR ALMOST 3 MONTHS I HAVE IT ON AND OFF WHEN IT FEELS LIKE WORKING
Sincerely,

*****************************
Business Response
Date: 07/18/2023
July 18, 2023

Mr. *****************************
************************************************************************************ 19133

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

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

On July 14, 2023, we received your rebuttal, dated July 14,2023, filed with the Better Business Bureau.

You said you and your wife still cannot send or receive text messages from one another.

Our Technical Support Team confirmed that this is a device-related issue, and can be resolved on your end. It was determined that Network and ***************** (NSM) shows that the Rich ************* Services (RCS) is not enabled on your phones. RCS is a messaging protocol specifically designed for Android-based operating systems. A member of the team stated that you advised them you do not want or need T-Mobile RCS and prefer to use Googles Over-the-Top (***)messaging client. To correct the problems you are experiencing, you must use Googles messaging client designed for RCS. I recommend that you visit a local Boost Mobile retailer for assistance with properly configuring your phones.

Sincerely,

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

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

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

Customer Answer
Date: 07/28/2023

Complaint: 19926271

I am rejecting this response because:
My 2 phones were working fine until you merged with Dish, as far as me saying I didn't want the rsc service is a total Lie, I never had a problem with my text messaging, you need to stop lying and trying to save your face because u messed up, why should I have to run around and get this fixes when y you ****** *** my Text messages,on both phones, I have been to Boost Mobile store when THIS first happened and was told that they could not do anything about it, because it was not the phone,it was technical because of the merger. This is a problem you made,Not me!!!
I want it fixed, I am disabled and cannot be running around trying to find a boost mobile store that will fix my phone's and have to pay for it when you caused the problem!!
So stop lying and you and your tech's are lying to the BBB trying to save face.
You messed up my ************ and you need to put it back right
Sincerely,

*****************************
Customer Answer
Date: 07/28/2023
I never had this problem until they merged with Dish knowing that there configuration for some phone's needed to be updated without testing it first, they keep passing the blame on me , check my service and account,I have not called any technical, saying I didn't want anything
I would like to see the proof, cause they are lying!!!!!
Initial Complaint
Date:04/11/2023
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 had to pay 2 times last month so I pd my bill twice last month they never reimbursed appeas Never reimbursed the fees and this month I pd with a boost mobile prepaid card and there is 35$ on my account for my bill but they have shut off my phone and are trying to charge me a extra **** for taxes. So they are trying to charge me taxes twice. When the ****** card says taxes and fees included.
Business Response
Date: 05/08/2023
May 5, 2023

***********************
PO Box 417
*********, ** 81635

Re:BBB Complaint #********
198135369556 - *************

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

On May 4, 2023, we received your correspondence, dated April 11, 2023, filed with the Better Business Bureau.

You said you paid twice in March 2023, but you havent been reimbursed. You made a $35.00 payment in April 2023, yet your service was suspended without your consent. You also expressed dissatisfaction that you had to pay taxes twice, for a total of $2.35.

Our records indicate a $50.00 automatic payment was attempted on March 9, 2023, but it failed. A payment of $40.00 was then made successfully on March 11, 2023.

A credit of $2.35 has been issued in the interest of customer service.

We strive to provide excellent service and we regret that your experience was unfavorable. Boost Mobile appreciates your business and we thank you for your continued loyalty.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/11/2023
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 had two lines with Boost Mobile ************ ************ My phone was disconnected for non payment in march. I attempted to pay the bill but was unable to make a payment online, by phone, or by visiting a Boost Mobile store. There was a ******** post made by boost mobile (verified) that said that no one's service would be disconnected for non-payment during that time due to problems with their system. The same message was on the automated recording while you set on hold with Boost customer service. However, they refused to restore my service until a payment was made...but I couldn't make a payment. On 3/28, I requested to have my iphone 11 unlocked from the carrier (boost mobile), so that I could use my device with a different carrier (where I could actually have service). My device is eligible to be unlocked (paid off, was active for over 12 mos, etc) and boost representatives have confirmed that my device is eligible. On the 28th, I was told to wait 48 hours and my device would be unlocked. Since then I've called every other day to request my device be unlocked. Each time, I was told to wait ***** hours. It's still locked to boost mobile. I have paid for a phone that I cannot use.
Business Response
Date: 05/09/2023
May 5, 2023

Ms. *************************
*****************
**********, ** 25705

Re:BBB Complaint #********
377965768 - *************

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

On May 4, 2023, we received your complaint, dated April 11, 2023, filed with the Better Business Bureau.

You requested that we unlock the devices associated with your service lines, ************** and **************.

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

Please be advised that your request has already been approved for the service line ending in ****. Your unlock request has now been granted for the service line ending in ****; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile SIM card is inserted. If your phone requires a Master Subsidy Lock (MSL) PIN, please use ****** when your device instructs you to do so.

MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. 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
*********************************************;
******, ** 80210

*********************
Initial Complaint
Date:04/11/2023
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.
Hello, I purchased 2 devices from boost mobile and I have carried service with them since 2016. The devices I now have were bought over a year ago on the 4th of April, 2022. I know that if you have current service and have owned your device for over a year, that the carrier will buy law unlock your device to use on other networks. I have been in touch with boost every day since the 2nd of April with the close of every chat promising my devices to be in locked. Today, I contacted them again and still they are offering me deals to stay and not unlocking my devices. I told them that I was getting angry and they still do nothing so I let them know that I was contacting the better business bureau for help, and they still do not comply. I think this is very wrong because I need my phone for work, and my other device is my 73 year old mother's and she needs it for emergencies and what not. Boost has over charged and miss represented themselves through the **** ****** store. I am not even bringing to light the money they've taken from my account. All I want is my devices unlocked like the law says. But if they don't unlock them, I will be forced to bring up all claims for money and devices owed as well. Thank you so much for your time and effort with this. I greatly appreciate you!
Business Response
Date: 05/08/2023
May 5, 2023

***************************
***************************************************
*******, ** 97739

Re:BBB Complaint #********
339267797 - *************

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

On May 4, 2023, we received your correspondence, dated April 11, 2023, filed with the Better Business Bureau.

You requested your phones 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 phones are powered on, have the most current update, and the Boost Mobile SIM card is inserted. If your phones require an Unlock PIN code, please use ****** or **************** when your device instructs you to do so.

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
*********************************************;
******, ** 80210

*********************
Initial Complaint
Date:04/11/2023
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 phone service through boost mobile turned my phone off the bill is paid they just keep telling me it will take ***** hours to turn back on said it is due to me disputing a payment in March that the double charged me
Business Response
Date: 05/09/2023
May 9, 2023

Mr. *******************
810 Falcon Rd.
*******, ** 26812

Re:BBB Complaint #********
168830060054 - *************

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

On May 4, 2023, we received your complaint, dated April 11, 2023, filed with the Better Business Bureau.

You said you paid for your service but it was interrupted. You also said you were double-charged.

A review of your account indicates no double charges. You were transferred to our New Boost system on February 1, 2023. You made a payment on January 8, 2023, to your Legacy Boost account, and your payment was due on February 8, 2023, to your New Boost account. You charged back your January 8, 2023, payment, causing your service to be interrupted. In order to restore service, the charged back funds must be repaid, but as that was not done, your service remained suspended.

You canceled your account on April 22, 2023.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/11/2023
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.
Signed up transfer service over after 3 months and not being able to get my info transfer I let my service go but was supposed to get a gift card for which I paid all three months and never got it and would like my 200 gift card please Email is the only contact I have right now
Business Response
Date: 05/08/2023
May 4, 2023

*******************************
*********************************>************, ** 46221

Re:BBB Complaint #********
460399160472 - *************

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

On May 4, 2023, we received your complaint, dated April 11, 2023, filed with the Better Business Bureau.

You stated that you signed up for service under our in-store Black Friday offer that provides a $200.00 gift card after three on-time monthly payments are made. You stated that despite making these payments, you have not received the gift card. You requested that we provide the gift card as advertised.

Please be advised that I have reached out to our team that fulfills these gift cards. I will provide any pertinent information related to the status of your gift card as it is made available to me.

Sincerely,

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

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

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

Customer Answer
Date: 07/20/2023
Back in Dec me and my daugther ported our number she was visiting from college. When we ported the numbers we was told after 3 months we would get a gift card and here it has been 4 months and I have reached out several times was told the department handling that would contact me but they havent. We did kept our services and did what we was supposed to do and feel like the company needs to keep up with what they offered when we did what we was supposed to do.
Desired Resolution:
I would like corporate to call me because the last time I filed a complaint they said someone would be in contact and never did, I want them to process the gift cards
Business Response
Date: 08/14/2023
August 1, 2023

*******************************
3120 *********.
**********, ** 46168

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

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

On July 26, 2023, we received your complaint, dated July 20, 2023, filed with the Better Business Bureau.

You stated that you and your daughter started service with Boost Mobile under a promotion providing a prepaid gift card. You requested that we provide these gift cards.

Our Promotions Team has advised me that your account did not meet all eligibility requirements to receive this promotional offer. As it has now ended, no gift cards will be provided. We regret any inconvenience.

Sincerely,

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

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

                *********************
Customer Answer
Date: 08/14/2023
Date Sent: 8/14/2023 3:31:43 PM

Complaint: 20351087

I am rejecting this response because: we ported in our service we got the coverage and lines and paid for three months of service. I have records where we lived at two different houses so that wouldnt disqualify us I kept the services for three months as well as she did. Next complaint I will take action and *** in small claims court and include my filing fees and time for sitters and stuff

Sincerely,

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

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