Mobile Phone Service
Boost MobileHeadquarters
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.
- 1,503 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/10/2023
Type: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.
Dec 2021: Ordered $100/1 year plan and phone from Boost online. Received phone but Boost wouldn't activate it, said no record of $100/yr plan (although Boost took $100+tax from my bank account). Took a week to get phone activated and I had to purchase a monthly plan. Few days later, SIM card arrives in mail. Boost wouldn't accept a return or issue refund because they said they had no record of my purchasing it. I ate the $100.December 2022: Boost charged $100+tax again. Spent 2 days on phone and chat w/boost customer "service" - got passed around to dozens of reps, all saying no record of any account for me except my little monthly one. They suggested disputing charge with my bank since they can't refund to an account that doesn't exist. Even got email confirmation of charge with no additional information. Reps kept telling me to send screenshots of email which Boost's chat platform wouldn't support. Filed claim with my bank.February 2023: bank denies my claim, sending me copies of computerized docs completed with all of my info for my actual account PLUS this $100/yr bit now had an account number and phone number assigned to an iPhone 8, which I have never had. The assignment of an iPhone, complete with specific identifiers, indicates the suddenly existing account was created with willful fraud, rather than some bizarre glitch. Only one rep was helpful and corrected everything - until the following day when the ticket for a refund and to delete the bogus account was closed without reason and the limitations of what I could do (remove autopay or any other account management) had been reinstated. Boost's phone service was horrible until November 2022, going months without reliable service. They fixed that but continue to defraud and mistreat customers. Some of the reps ***** like they're almost giggling as they repeat whatever obtuse script. Boost was pretty awesome when I used them before almost 10 years ago. Now they're an absolute scam.Business Response
Date: 05/04/2023
May 4, 2023
*************************************
104 *********
*******, ** 25801
Re:BBB Complaint #********
663930356135 - *************
Dear ******************:
On May 3, 2023, we received your complaint, dated April 7, 2023, filed with the Better Business Bureau.
You said you purchased a year worth of service in December 2021. You indicated you were charged $100.00 for another year of service in December 2022 without your consent. You requested a refund.
When we spoke, you mentioned you had opened another account where you paid $15.00 per month. You stated you were able to switch your active phone to the account that had a yearly plan and you wish to keep that one active. I offered you a $150.00 refund in the interest of customer service, which you accepted. Please allow up to 20 business days for processing.
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: 05/09/2023
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.Due to my experience with Boost, *************** only now because the promised resolution arrived today.
************** was extremely pleasant and allowed me to provide the essential information representatives had omitted from theirr records. He responded reasonably to my requested solution and followed through promptly for results well within the stated timeframe.
I really wanted to enjoy using this provider again and, cautiously, believe it may be possible, now that this extremely frustrating and troubling situation has finally been resolved.
Sincerely,
*********************************Initial Complaint
Date:04/10/2023
Type: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 Mobile and made a payment and next thing I know Boost Mobile sent me several text messages and emails thanking me for enrolling me in Auto Pay. I never gave Boost Mobile my express consent to sign me up for auto pay! The agent never even asked me if I wanted auto pay. This is a violation of of my privacy and financial information, and as such I will be pursuing any and all available legal remedies available to me. I was on the line with customer service for 1 hour, but they are overseas and have been of no assistance! Enough is enough!Business Response
Date: 05/04/2023
May 3, 2023
*****************************
*********************************************
*******, ** 1933
Re:BBB Complaint #********
631388034049 - *************
Dear *****************************:
On May 2, 2023, we received your complaint, dated April 6, 2023, filed with the Better Business Bureau.
You stated that autopay was added to your account without your authorization. You requested that we remove autopay from your account.
Please be advised that this is a known issue. Our records show that autopay has been removed from your account. We regret any inconvenience this may have caused.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
********************************************************************
*********************Initial Complaint
Date:04/10/2023
Type: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 had phone service with Boost Mobile for about 5 years on my husbands cell phone # ************ paying $35/month for unlimited talk and text with 10 gb of data with a hotspot. On 3/10 I ported my cell phone number of ************ over from my carrier over to Boost Mobile on a no contract plan and added it to the same account with my husbands phone number so it became a multi line plan. I upgraded his plan to unlimited talk and text and data for $60 a month to try it out for a month and did the same for my plan since it was only $1 for my 1st month and $60 for his month. After the first couple weeks I realized this plan included calls to ****** which is why it was so much more money so I tried to down grade the plan to the $35 plan my husband previously had for both our phones but I was unable to do this online on my account. I tried calling customer service 5 times and they told me they had a cyber security breach and their systems were down and were unable to make any plan changes and told me I would have to go into a store. I went into a Boost Mobile store and they told me they couldn't make the change and that customer service would need to make the change. On 4/5 my account was charged $120.74 for the 2 plans of $60 which I attempted to downgrade for 2 weeks. When I called customer service on 4/5 they told me they still were unable to make any changes due to their systems still being down. I went back into my local store on 4/6 and they they informed me that because I am on a multi line plan I should have only been charged $100 for the 2 $60 plans as their is a $20 discount when you have a multi line plan and he also was unable to downgrade my plan. The store contacted customer service and they told him that I would need to remove auto pay from my account and let my account go into default at the end of the billing cycle and when my phone gets turned off they should be able to change my plan at that time. I cannot have my phone turned off and go without service as I use my cell phone for work purposes. This sounds absolutely unacceptable. They also told me if I cancel my service I would lose my phone number which I cannot do either, as i previously stated my cell phone is a work phone. I am requesting both phone plans be downgraded without interruption in service back to the $35/month plan for unlimited talk and text with 10 gb of data with a hotspot and credit issued for the difference of what was charged on 4/5 of $120.74 to what the cost of the 2 plans at $35 with the multi line discount will be.Business Response
Date: 05/04/2023
May 3, 2023
Ms. *******************************
********************************
*****************, ** 60156
Re:BBB Complaint #********
255557923371 - *************
Dear ****************:
On May 2, 2023, we received your complaint, dated April 10, 2023, filed with the Better Business Bureau.
You stated that you added a second service line to your husbands plan, and upgraded your service to our $60.00 Unlimited Plus plan; however, you quickly found out you do not need this expensive a plan, but you were unable to change it online or get ahold of customer service. You also stated that you were charged $120.74 for your two service lines, as opposed to $100.00 with the family plan discount. You requested that we change your plan back to the $35.00 per month one that offers 10 GB of data, and issue a credit for the difference.
Please be advised that this Unlimited Plus plan is not eligible for family plan pricing. Additionally, to downgrade your service, you will need to separate the service lines onto their own accounts. Please go to a Boost Mobile retail location for assistance with this process. As our records show that you have been provided with $100.00 in credits already, no more compensation is warranted.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Customer Answer
Date: 05/04/2023
Complaint: 19907045
I am rejecting this response because:
Sincerely,
*******************************Customer Answer
Date: 05/09/2023
Complaint: 19907045
I am rejecting this response because:I am sending this email to add more information as to why I am rejecting Boost Mobiles response. I did receive a $100 credit from them which covers me being unable to change my plan for the coverage period of 4/5-5/4 and 5/5-6/4, but I have been unable to downgrade my plan. I have tried several times at the local Boost Mobile store in ***************, ** as well as calling Boost Mobile customer service several times. They said in order to downgrade my service I would need to separate my family plan into 2 individual plans, the store was unable to separate my lines into 2 individual plans or downgrade my plan stating their system will not allow them to perform that function and when I call customer service they stated that only a store can perform this function. The store submitted a ticket on 5/4 but has not received a response. I want to downgrade both phone plans to 1. Either the unlimited talk, text and data for 2 phone lines for $80, or 2. The 2nd option to separate my family plan to 2 individual plans for the unlimited talk and text with 10GB of data for $35.
*******************
Vice ********** ******** Accounts
O ************
M ************
Confidentiality Notice: The information in this electronic mail message is ****** Confidential and may be legally privileged. It is intended solely for the addressee(s). Access to this Internet electronic mail message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it is prohibited and may be unlawful. If you have received this communication in error, please notify ** immediately by replying to the message and deleting it from your computer.
Sincerely,
*******************************Business Response
Date: 05/16/2023
May 15, 2023
Ms. *******************************
********************************
*****************, ** 60156
Re:FCC Complaint #********
255557923371 - *************
Dear ****************:
On May 11, 2023, we received your rebuttal, dated May 11, 2023, filed with the ******* Communications Commission.
You stated that you were unable to change your service plan or separate your service lines at your local Boost Mobile retail location. You requested that we either change your family plan to the $50.00 per month unlimited plan, or separate the service lines and enroll them in the $35.00 per month plan that provides 10 GB of data.
Please be advised that due to account limitations, we are currently unable to change the service plan associated with your service. We are also currently unable to separate the two accounts. We regret any inconvenience this may have caused.
Please be advised that in order to sign up for the service plans you requested, you will need to open a new Boost Mobile account and port your existing phone number to this new account. Please ensure that the original accounts associated with your phone number remain active through this process. If the accounts are interrupted, you will be unable to port this phone number to your new account.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ******* Communications Commission
**************************************
*********************Customer Answer
Date: 06/05/2023
Complaint: 19907045
I am rejecting this response because:I received the response from Boost Mobile regarding Complaint ID#******** stating that due to account limitations, they are currently unable to change the service plan associated with my account. They told me to open a new Boost account and port my existing numbers. I called Boost Mobile on 6/3 and attempted to open a new account and port my existing numbers and I was informed that if I open a new account I would be assigned new phone numbers and they could not port my phone numbers from an existing Boost Mobile account.
This is unacceptable, these phone numbers are used for my business and I cannot loose these numbers. My phone numbers are being held hostage by Boost Mobile and I am being forced to pay $120 a month for my 2 lines. First, the 2 lines I have are $60 if I was on an individual account but I have a multi line account which offers a discount and these 2 lines should be $100 month for both so I am being overcharged for my existing lines. 2nd I just want to change my multi line account to the unlimited talk, text and data for $80 a month for both lines on a multi line account. I was charged $120 again on 6/4, I would like my account credited $40 and my multi line plan changed to the $80 2 line multi line plan. No one in the store or at the customer service number can help me.
*******************
Vice ********** ******** Accounts
O ************
M ************
Confidentiality Notice: The information in this electronic mail message is ****** Confidential and may be legally privileged. It is intended solely for the addressee(s). Access to this Internet electronic mail message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it is prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by replying to the message and deleting it from your computer.
Sincerely,
*******************************Business Response
Date: 06/15/2023
June 14, 2023
Ms. *******************************
********************************
*****************, ** 60156
Re:BBB Complaint #********
255557923371 - *************
Dear ****************:
On June 9, 2023, we received your second rebuttal, dated June 9, 2023, filed with the Better Business Bureau.
You requested an explanation of why your plan cannot be changed and why you cannot port out your phone number.
Please be advised that you are enrolled in a special promotional service plan. Due to system limitations, we are unable to change it. As I previously advised you, please go to a Boost Mobile retail location where they will assist you with splitting up your family plan and changing it to the plan that best suits your needs.
Our records indicate that your service line is currently active, and there is no notation on your account indicating you cannot port out your number.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:04/09/2023
Type: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.
Dates: 2nd Apr, 8th Apr, & 9th Apr 2023 Amount: ** outright purchase $100 + monthly $25 Committed: To give roaming in ****** as monthly add on of $5 that can be added anytime (on 2nd April)Dispute: I have purchased the ph outright. On 2nd Apr I enquired about roaming services to ****** and mentioned that if this was not available, I wished to port to another provider. The agent assured me that roaming to ****** was available for an addon of $5 monthly and could be added when I was travelling. I called on 8th Apr to add the ****** roaming. I was told roaming to ****** was not available. I had wanted to add on the roaming just before my departure to ******, and given that it is a long weekend and stuck with all the moving work, I now have a ph that will be of no use to me when I reach ******. After speaking to 3 agents, all I got was a fake email ID attached to Dish.com domain. They had no complaint resolution process. They do not even have an email to reach out to nor a complaint ref#. 3 men came on the phone, ************************, and *****. To me it seemed like it was the one and same person just changing their tone to sound like 3 different people. I reached out to their ******* handle and received even more ridiculous answers. I was told that roaming is available in domestic *** and that I could avail roaming till the **/** border. When I mentioned that their response was ridiculous and that they should read their responses before posting it, they stated that my message was not in accordance with their social media terms/rules and stop responding.Whether or not the business tried to resolve: No resolution till date. Their negligence & false info, I now have a locked ph & a useless #. I have to now pay heavily to unlock a phone (which requires 24 hrs) & may not be possible before I leave. Hence, I will be unable to even port the #.I need Boost to unlock my ph (fully paid and on no contract).Account: Ph# ************Business Response
Date: 05/04/2023
May 3, 2023
****************************
************************************************************************
Re:BBB Complaint #********
524324693505 - *************
Dear ************************:
On May 2, 2023, we received your complaint, dated April 9, 2023, filed with the Better Business Bureau.
You requested to have your phone unlocked, and you expressed concern about the level of customer service you received.
******************** 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 SIM card is inserted.
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 strive to provide excellent customer service and we regret that your experience was unfavorable.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Customer Answer
Date: 05/04/2023
Complaint: 19915320
I am rejecting this response because:They have refused to address the loss I faced due their poor customer service or rather absent service.
I was given false information and so, incurred unnecessary charges.
And when I purchased the instrument, I made an outright purchase, not a payment package. And I have used their services for 6 months.
And since the phone has no tie up with them, they should not be holding me hostage.
Sincerely,
V **********Business Response
Date: 05/15/2023
May 12, 2023
****************************
************************************************************************
Re:BBB Complaint #********
524324693505 - *************
Dear ************************:
On May 9, 2023, we received your rebuttal, dated May 9, 2023, filed with the Better Business Bureau.
You claimed to have suffered losses due to poor service. You also reiterated that your device is purchased and should not be tied to Boost Mobile.
A review of our records indicate that you were advised adding Todo ****** Plus would allow you to receive calls in ******, but you also wanted to make calls from ******. As we do not offer that service, you canceled your Boost Mobile service.
Please refer to my previous response wherein I advised you that I made an exception and unlocked your phone.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:04/09/2023
Type: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 contacted Boost Mobile wanting to change my phone plan. I informed a representative that I would like to Switch from the 50-dollar plan with Boost Mobile legacy that I have now over to the new Boost Mobile network for the 25-dollar plan and keep my old phone number To save money. The representative guided me through the process of purchasing the New Boost Mobile Network plan for 25 dollars and sent me a new Sim card. I received the New Boost Mobile Sim Card for ************************************************************************* which I didn't want a new phone number I wanted to keep my old phone number. I reached out to Boost Mobile explaining the situation to see if they could correct it but Boost Mobile wasn't able to so I asked for a new sim card to be sent to me. I was told by one of the Boost Mobile representatives that they were going to send me a replacement sim card. I never received the replacement card. I contacted Boost Mobile once again letting them know that I had never received another sim card. I was informed by a different representative that he was going to give me my money back onto my credit card but it never happened. I've been going back and forth contacting Boost Mobile for two weeks now trying to get things accomplished and haven't been able to get anywhere with them.Business Response
Date: 05/04/2023
May 4, 2023
***************************
*****************************************************************
Re:BBB Complaint #********
152346535515 - *************
Dear ****************:
On April 10, 2023, we received your complaint, dated April 9, 2023, filed with the Better Business Bureau.
You stated that you have been trying to switch from the Legacy platform with Boost Mobile over to the new Boost Mobile so that you can lower your plan to $25.00 per month. You said that when you received the *** card, you attempted to activate it, but it assigned you a new number, which you did not want. You indicated that customer service has told you a replacement has been sent, but you have yet to receive it. You requested either a replacement *** card be sent or a refund be issued.
A replacement *** card has been requested, ticket 1787277.
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
*********************;Initial Complaint
Date:04/08/2023
Type: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.
Boost Mobile has experienced a substantial number of connection issues, so many that I finally decided to switch to another cellphone provider. I have been with Boost Mobile for over 12 months and have asked them to unlock my phone (actually there are 2 that need to be unlocked--mine and my son's) so I can use it with another provider. They gave me the necessary codes and instructions, and then said my phone had been unlocked. However, it is still locked. Other providers see it. Instructions on unlocking from Boost Mobile's website do not work. I have contacted Boost numerous times on getting it unlocked, but I get a different answer every time, which does not work. Some agents say to do a software upgrade (it is up to date), or to do a complete reset (another agent said this would not solve the problem). I have spoken to customer service and technical support, asking for senior technical support agents. But no answers, except that it is not their problem.Upon installing a SIM card from my new provider (*****), the phone displays an error saying that the network is locked, requiring a *** to unlock it. ********************** said the *** must come from the new provider. The new provider said it must come from Boost. I even contacted the phones maker ********** and the owner of Boost's network (T-Mobile). But they all say the issue is with Boost. The model is ******** Moto Stylus 5G. This has been going on for over 3 weeks.Business Response
Date: 05/08/2023
May 4, 2023
Mr. *************************
2807 ********************************************.
**************, ** 85143
Re:BBB Complaint #********
232085030 - *************
Dear **************:
On May 10, 2023, we received your complaint, dated April 8, 2023, filed with the Better Business Bureau.
You said you previously requested your phones be unlocked, yet your phones are still locked. 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. Our records indicate tickets were previously submitted to have your phones unlocked. New tickets have been submitted to have IMEI *************** and *************** unlocked. Please allow 72 hours for this to process and ensure your phones are powered on, have the most recent updates, and have the Boost Mobile SIM card inserted. If your phones require a Master Subsidy Lock (MSL) PIN, please use ****** when your devices instruct 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
*********************Customer Answer
Date: 05/13/2023
Complaint: 19913852
I am rejecting this response because: The response given by Boost Mobile did not result in unlocking our phones. I followed the instructions in making sure all phones have the latest updates, left them powered on, and waited 72 hours. However, when I attempted to port my son's phone to the new provider, which involved installing the new SIM card and restarting the phone, the following was displayed:SIM service provider unlock ***
SIM locked for operator: SIM1The phone also prompted for a *** to unlock the phone. I tried the Master Subsidy Lock *** ****** provided by ********************'s response, but it did not work. I tried others, with no success. I asked the new provider (*****) about this, and they said the phone is locked and that I must get the *** from **********************. I contacted Boost, and they said that the message above is actually an error, and that the phones are still locked. The representative said that the request to unlock the phones was actually received today (May 13), and that it would take 48 hours to implement. She then put in yet another request to unlock the phones, saying that this would help. They say that the phones should be unlocked on Monday, May 15. Since Boost has said in the past that the phones were unlocked, it remains to be seen if this will work. I send this response because I needed to respond within the time specified.
Sincerely,
*************************Customer Answer
Date: 05/17/2023
Dear resolutions personnel,
I recently responded to the businesss response to my complaint. The original complaint was that Boost Mobile failed to unlock our phones so that we could switch cell phone carriers. My response was that the issue was not resolved, but that Boost had assured us that the phones would be unlocked on Monday, May 15. On Monday, I contacted Boost, and they said that our phones were unlocked. However, when I attempted to port our phones to our new carrier (*****), the new carrier said that the phones were still locked.
We are absolutely beside ourselves with anger and frustration that this issue is still going on after 2 months. Because of Boost Mobile, only 1 of our 3 phones is working now.
Can I create a follow-up response, or edit my last response to include the most recent events? It is very time-consuming to wait for company replies. Any suggestions would also be appreciated.
Thank you,
*************************
Complaint ID #********Customer Answer
Date: 05/19/2023
I'm sorry I keep using the email to send my clarifications. I do this because the form that you sent me was accepted even though I did not write a response.
Boost Mobile said to do a factory reset of our phones, However, I spoke to ******** today, the maker of our phones. I gave them the **** number of my phone, and they verified that it is still locked by Boost Mobile, and that a factory reset would not change this. This matter could also be resolved if Boost Mobile provided us with 2 new phones that are not locked.Business Response
Date: 06/14/2023
June 14, 2023
Mr. *************************
2807 ********************************************.
**************, ** 85143
Re: BBB Complaint #********
********* - *************
Dear **************:
On June 14, 2023, we received your rebuttal, dated May 13, 2023, filed with the Better Business Bureau.
You said you were advised to do a factory reset on your phones. You indicated your phones are locked to Boost Mobile's network and you requested your phones be unlocked.
Please be advised that performing a factory reset will lock your phone(s) back to Boost Mobile's network. New unlock tickets have been submitted. In order for your devices to receive the unlock command, ensure they are powered on with the most recent updates. Once a new update is downloaded, power cycle the device and confirm that the most current updates were installed. It is necessary for your phone to be connected to the Boost Mobile network either by having a Boost Mobile SIM card inserted or by having your device connected to Wi-Fi. More information regarding our unlocking policy can be found at *********************************************************************.
Please note 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
*********************Customer Answer
Date: 06/17/2023
Complaint: 19913852
I am rejecting this response because:As of this writing (June 17), our phones are still locked. They are compatible with our new chosen carrier.
It has now been 3 months that I have been asking Boost Mobile to unlock our phones. From my countless communications with Boost Mobiles technical support, they have submitted many unlock tickets over those 3 months, and I have followed these same instructions every time, hoping this time it will finally work, but it never does. It was only after the latest attempt that I performed the factory reset, and that was because Boost Mobile technical support advised me to do so. Each agent tells me something different.
It would now seem that Boost Mobile is unable to unlock these phones, for whatever reason, and that they will just keep submitting new unlock tickets, hoping Ill eventually give up.
If I need to perform any operations on our devices to complete the unlock process, I will need the correct instructions. There are no such instructions on Boost Mobiles website. On June 7, I received an email from noreply@t-mobilecom that my phone had been submitted for unlocking. I do not know who sent the email. To complete the process, the email directed me to www.sprint.com/unlock-FAQ for instructions. To unlock an Android, it says to go to Settings > System > System updates > UICC unlock or search for UICC Unlock. There is no UICC Unlock function on our devices. The document then says that if UICC unlock is not available, try updating the data profile: Settings > System > System updates > *********** Profile. There is no *********** Profile function on our devices. Finally, under Android devices designed for T-Mobile on Sprint, the instructions had a link to T-Mobile device help, but there were no Mobile Device Unlock steps on that help page. I contacted Sprint for assistance on that page, but they would not help me because I do not have an account with them.
It has been 1 month that my clients and potential clients have been unable to call or text me. My son is without a phone as well. Boost Mobile has never offered any kind of compensation for this major interruption of our lives. I have suggested new unlocked phones, or even loaner phones for the interim, but this was not addressed. We were faithful customers. We bought 3 phones upon signing up. Then, after a time, Boost Mobile changed their network format, so we bought 3 more phones to be compatible. And yet, Boost Mobile cant even offer a couple of loaner phones for us to use temporarily while they continue struggling to unlock our phones.Sincerely,
*************************Business Response
Date: 06/26/2023
June 23, 2023
Mr. *************************
2807 ********************************************.
**************, ** 85143
Re: BBB Complaint #********
********* - *************
Dear **************:
On June 23, 2023, we received your second rebuttal, dated June 22, 2023, filed with the Better Business Bureau.
You rejected our response, as your phones are still showing as locked.
Our records indicate that the phone associated with IMEI *************** has been unlocked since March 14, 2023. If it requires a Master Subsidy Lock (MSL) PIN, please use ******** when instructed to do so. The phone associated with IMEI *************** has also been unlocked since March 14,2023. If it requires a Master Subsidy Lock (MSL) PIN, please use ******** when instructed to do so.
Please note 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,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************;Customer Answer
Date: 07/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:04/08/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went into Boost on ************, ********, ** as a new customer. Thought I was going to be getting the 25 a month unlimited, but was signed up for the 40 a month with the *** it was only 10 a month. Started 8/31/2022-1/11/2023. That was only for the month of September. It was supposed to be monthly on the 30/31st. There was the 40 a month after that I payed online with their game and directly from my bank account. I was ahead on my bill by a lot of money. I have copies of how much I paid and when I paid it. I couldn't sign into the online account because of the server or whatever it was I had been on. They didn't have any information about me when I called. I switched to Cricket 1/11/2023; at that time I was told that I still owed them. I have screenshots showing that I had paid for service until the end of February 2023 but Boost shut my phone off and kept the money. They will say that I was on an older network. I had some months I paid more than one time as you can see on the attached documents. I want whatever money that they owe me back and this account better not end up in collections because Boost doesn't keep good records.Business Response
Date: 05/04/2023
May 3, 2023
**************** *****
******************************************************* 808
********, ** 13202
Re:BBB Complaint #********
806644722893 - *************
Dear **************:
On May 2, 2023, we received your complaint, dated April 8, 2023, filed with the Better Business Bureau.
You stated that you disconnected your Boost Mobile service with a credit balance. You requested that we refund this balance.
Please be advised 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
********************************************************************
*********************Initial Complaint
Date:04/08/2023
Type: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.
Account # *********** Pin# ****** Phone numbers under plan ********** ********** My phone bill is due on the 7th of each month. For 2 lines its $80.00 03/31/2023 I paid $50 and on 04/07 I paid the additional 30. From 11pm on 04/06/2023 - till 9pm on 04/07/2023 neither me or my wife had any service on our phones! We was told it would be fixed by the morning of 04/07 and was not, so I went to the boost store on *************** in ******** **** and they told me that I had to pay an additional 35$ thats $115.00 and way more than the contracted $80! This is the 4th time in 4 months its happendBusiness Response
Date: 05/04/2023
May 3, 2023
***************************
****************************************. A
********, ** 43223
Re:BBB Complaint #********
208944443773 - *************
Dear ******************:
On May 2, 2023, we received your complaint, dated April 8, 2023, filed with the Better Business Bureau.
You stated that despite paying your bill, your service was interrupted. You said a Boost Mobile retail location charged you $35.00 on top of your monthly rate of $80.00.
Please be advised that our records show your monthly rate is $80.00, and we do not show any additional charge of $35.00, only a credit of $35.00 that was applied to your account on April 7, 2023.
Please be advised that all Boost Mobile retail locations are independently owned and operated. As such, they are permitted to set their own fees and in-store policies. Please contact the retail location in question for any issues related to in-store transactions.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Customer Answer
Date: 05/04/2023
Complaint: 19912821
I am rejecting this response because:
Sincerely,
************************ I have all the proof on my phone. I paid 50 dollars on the 1st of April then another 30 dollars a couple days later. They shut my phone off anyway then on April 7th I paid another 125 dollars which is 50 dollars more than my bill so they owe me 50 dollars. Again I have all the proof on my phoneBusiness Response
Date: 05/15/2023
May 10, 2023
***************************
****************************************. A
********, ** 43223
Re:BBB Complaint #********
208944443773 - *************
Dear ******************:
On May 9, 2023, we received your rebuttal, dated May 9, 2023, filed with the Better Business Bureau.
You stated that you paid $50.00 on April 1, 2023, and $30.00 a couple days later, but your service was still interrupted on April 7, 2023. You said you then paid $125.00, which is $50.00 more than your monthly rate. You requested that we provide compensation of $50.00.
Please be advised that as a courtesy, I have applied a one-time credit of $50.00 to your account. Please allow ******************************************* your account balance.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:04/08/2023
Type: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.
There have been multiple problems with Boost since it has switched to what agents call "new boost;" on Dec 21, 2023 I came back from traveling and realized my phone was off, thought it was my fault but it was Boost who interrupted everyone's service that they switched to "new" boost. I didn't get this resolved until 2 weeks later and had to talk to MULTIPLE reps who tried to get me to pay for a physical sim when in my over a decade of having Boost have I ever needed to have a physical sim or need to pay EXTRA to have service after already satisfying the monthly due. Fast forward a few months to April and my data is completely stopped in the middle of a road trip on the 5th. Come to find out that this change to "new boost" also made it so Boost does not inform customers of almost reaching their data limit and also does not simply LIMIT the data but stops it all together. With absolutely no warning or explanation of this change in process for the customer. Then when it came to pay my bill due April 8th the payment went through yet Boost is saying I have to wait until April 9th to get access to data AFTER I've already paid my monthly due. This is shady behavior. Why pay for data that you cannot access? Why stop people's data all together instead of restricting it as Boost has always done? Why when you call for help the customer service reps refuse to do anything? I asked the rep to just restart my plan today cause I have been days without data and I've paid already and they refused to do so, I asked to then talk to a supervisor and they refused to do that, I then asked to be transferred to a different agent and instead was transferred to the beginning of the automated messages. And here I am with a phone bill paid in full yet access to no data and cannot use my phone without wifi. This is a scam of a company that does not care for their customers whatsoever. I have never been this livid with a company as I have been with Boost since 2023 started.Business Response
Date: 05/03/2023
May 2, 2023
***************************
**************************
********, ** 43206
Re:BBB Complaint #********
545124123686 - *************
Dear ****************:
On May 2, 2023, we received your complaint, dated April 8, 2023, filed with the Better Business Bureau.
You said you were switched to New Boost and lost service for two weeks. You also said you ran out of data and disputed having to pay to restore it.
Please note that SIM cards have been required for cell phones to receive service for decades. They were required on Legacy Boost and a review of your account shows a SIM card associated with your phone and account. Our records show that you experienced a loss of service in December 2022 and January 2023 because you did not activate the new SIM card we sent you.
Your plan is the $35.00 Unlimited Talk/Text with 10 GB of data, which is the same plan you had on Legacy Boost. As you subscribe to a capped data plan, your data is turned off once your allotment is used. You contacted us on April 8, 2023, and restarted your service with a payment, which was due on April 9, 2023. Please note that once you use all your allotted data, you can restart your service cycle with a payment for a month of service.
As your lack of service in January 2023 was due to not activating your SIM card, and as you used the data associated with your capped data plan, we are unable to provide a refund for this issue.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
********************************************************************
*********************Customer Answer
Date: 05/04/2023
Complaint: 19912802
I am rejecting this response because: my screenshot of my account clearly shows my service was meant to start on April 8th which is why I paid my bill April 8th and which is why it says it was due April 8th.Furthermore, you are continuing to lie when discussing the *** card. You never sent me a *** card when Boost switched to "new boost" and I never had a *** card in any of my phones previously. None. They have all been E-**** yet your change resulted in needing to have a physical *** card.
I can show the phone records of how many times I called boost to get this issue resolved and after my FIFTH call was when someone offered to send me a free physical *** card. No other time was that offer given and the fourth call even resulted in Boost requesting that I pay an additional $15 to get a physical *** card to have my phone work even though my bill was paid in full and I never requested for my e-sim to be turned off.
Regarding the data, I work from home and am always connected to wifi. There is absolutely no way that I can use 10gb of data in a month as I am never away from home to do that.
Your response is all fabrications.
Sincerely,
***********************Initial Complaint
Date:04/08/2023
Type: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.
Date of Transaction- 03-05-2023 Order # ****-644457-9415 Order *************** Galaxy S21 5G - ****** Sim Kit Unlimited Plan - ***** **** Tracking 1Z52A2590309094104 -03-22-2023 Investigation Closed The investigation requires additional merchandise description. Please visit ***.com/claims or contact *** for additional support -------------------------------------------------------On March 05 I placed this order with Boost Mobile. It was lost in transit by *** and I was tasked by *** to open a claim and aquire information regarding the order and Boost has been extremely unhelpful and are so incompetent that they truly do not know what they send to their customers or cannot access that information or will give that info to the reciever. It is now 4-08-2023 and I am weighing my options for restitution, I have spent atleast **** hours on hold and talking to customer service reps from both parties. I have arrived at the conclusion that Boost is so grossly in favor of letting things fester that they are unwilling/incapable of helping me resolve this properly and that *** claim investigations deptartment is a giant mess that customers are forced to grit their teeth and sift through for the chance that they may get their claim approved.Business Response
Date: 05/04/2023
May 2, 2023
**************************************
**************************
******, ** 81001
Re:BBB Complaint #********
801782692361 - *************
Dear ******************:
On May 2, 2023, we received your correspondence, dated April 8, 2023, filed with the Better Business Bureau.
You said you ordered a ******* Galaxy S21 on March 5, 2023, for $399.00, but you have not received it yet. You also expressed concern with the customer service you experienced. You requested a refund.
Our records confirm that the package was not delivered to you. Our records show the total cost for the purchase was $472.83. Therefore, a refund of $472.83 has been submitted in the interest of customer service. Please allow up to 20 business days for processing.
We regret that your initial experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************
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