Complaints

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

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• 

  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

• 

  Boost Mobile

  827 Taylor Ave Towson, MD 21286

• 

  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

• 

  Boost Mobile

  1 SW 107th Ave Unit 3 Miami, FL 33174-1415

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:03/09/2023

  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.

  Had to cancel my plan due to moving out of the country. After waiting for 30 min on the phone with their support line (cancellation not available online), the call dropped. Called back, waited another 20 minutes and finally cancelled on 1/13/23. Got an email saying my account was suspended and would only be resumed if I made a payment. On 2/21, without my consent, they re-enrolled me in autopay. I never opened their app or website since I had cancelled. I did not see the email until I saw a charge for $45 on 3/8. Contacted their chat (I'm still out of the country) and they claimed their systems were down, and there was nothing they could do at that time. I'm currently working through PayPal to get a refund and cancel any future charges.

  Business Response

  Date: 03/23/2023

  March 21, 2023
  
  
   
  ***********************
  10830 *************. 
  *******, ** 32836
   
  Re:BBB Complaint #********
  
  Dear ***********************:
  
  On March 9, 2023, we received your complaint, dated March 9, 2023, filed with the Better Business Bureau.
  
  You indicated that you canceled your account, but it was restarted and you were enrolled in AutoPay. You requested assistance in disconnecting your account. 
  
  A review of your account reveals that you set up a future-dated disconnection: once your billing cycle has ended, so will your service. 
  
  Sincerely,
  
  
  *******************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  *************************************350 
  ******, ** 80210
  
  

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19563167
  
  I am rejecting this response because: I did not request a future dated disconnection. I requested an immediate disconnection, as I was moving out of the country.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 03/28/2023

  I need my account to be fully cancelled, as originally requested, and to have no further charges incurred. I'm also seeking for Boost Mobile to have better business practices with future customers so they don't end up in the same predicament as me.

• Initial Complaint

  Date:03/09/2023

  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 understand Boost Mobile has had a ransomware attack and there are tens of thousands without much needed cell phone services that they have already paid for. I have been without service for 3 days now and have been in emergency situations without the ability to call for help. I have gone into my local Boost Mobile stores and they have told me they cannot help me, while they continue to sell Boost phones and services to other people so it can happen to them also. My issue is with how Boost mobile is handling the situation. They sit on their ******** page and post POP QUIZES while their customers are without service. They have disabled the customer service portion of their website but not the portion to sell more phones and services. They have turned their customer service phones off and left us to fend for ourselves. Obviously I would like to switch to another company however I am not able to transfer my phone number because it is not active and I have private messaged Boost on ********, they have not yet replied. I posted to their page and they deleted my post. They do not seem to care about the situation this puts their customers in. They only care about making as much money as they can before they go down. This is unacceptable and I need help asap please!!!!

  Business Response

  Date: 03/28/2023

  
  
  
  
  
  
  March 25, 2023
  
  
  
  *******************************
  ****************************************
  *******, ** 48602 
   
  Re:BBB Complaint #******** 
  
  Dear ****************:
  
  On March 10, 2023, we received your complaint, dated March 9, 2023, filed with the Better Business Bureau. 
  
  You stated that due to Boost Mobiles recent cyberattack, you have been without service or the ability to contact customer service for assistance. You mentioned that Boost Mobile has turned off their phones, and you said that you are wanting to switch service providers but are unable to obtain your port-out ***. You requested assistance.
  
  On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess, and remediate the situation. Cybersecurity experts and outside advisors were retained to assist in the evaluation of the situation, and we notified appropriate law enforcement authorities.
   
  On February 27, 2023, we became aware that certain data was extracted from our IT systems as part of this incident. Its possible the investigation will reveal that the extracted data includes personal information. The forensic investigation and assessment of the impact of this incident is ongoing. The security of our customers data is important to us, and if we learn that personal information was compromised, well take the appropriate steps and let impacted customers know.
   
  Because of this incident, many of our customers are having trouble reaching our service desks, accessing their accounts, and making payments. Our teams are making progress on the customer service front every day. Weve increased our call center capacity, social media response capabilities and help ticket processing, but it may take a little more time before things are fully restored. Our DISH TV, ****************** services, and data networks continue to operate and are up and running.
  
  Please note that the ********************************* (FCC) regulates phone number portability and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include, but is not limited to: account number, account holder's name, phone number, five-digit ZIP code, passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.
  
  Boost Mobile users may experience difficulty reaching Boost Care. Our teams are working hard to restore systems as soon as possible and are making steady progress. Thank you for your patience.
  
  As requested, your port-out *** is ******.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable. 
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalations Team
  Boost Mobile 
  Phone Hours: Tuesday-Friday, 8:00 am-4:30 pm & Saturday, 7:00 am-3:30 pm MT
  **************
  
  cc: ****** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************;
  
  

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Boost mobile has *** hacked and their system has not been up for weeks. I have tried reaching out countless of times to retrieve my port out number so that I can take my number to another company. I have an unlocked iPhone that is in the middle of being ported over to another wireless company and I cant complete the transfer process without my port out PIN number. ********************** refuses to give me my port out number. They also disrupted my service even tho they said that they wouldnt . I had to go in store to pay my bill, I need my port out PIN number so that I can go to another wireless company. I know longer want to be a boost mobile customer.

  Business Response

  Date: 03/14/2023

  March 14, 2023
  
  *******************************
  3225 ****************., Apt. 413
  *******, ** 77082
  Re:BBB Complaint #********
  876214094290
  Dear ****************:
  On March 10, 2023, we received your complaint, dated March 9, 2023, filed with the Better Business Bureau.
  You stated that you have been unable to obtain your port out *** and account number due to not being able to contact ********************* customer service. You requested this information as you are wanting to switch service providers.
  Please note that the ********************************* (FCC) regulates phone number portability and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include, but is not limited to account number, account holder's name, phone number, five-digit ZIP code, passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.
  On February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. Boost Mobile users may experience difficulty reaching Boost Care. Our teams are working hard to restore systems as soon as possible and are making steady progress.
  In our email correspondence, I provided you with your port out ***. For your reference, it is ******. Please note that the port out *** is only valid for seven days. You can obtain your account number online at *****************************.
  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
  3801 **************., #*** 
  ******, ** 80210
  

  Customer Answer

  Date: 03/14/2023

   
  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. I received my port out pin, Thank you.
  
  Sincerely,
  
  ***************************
  

   

• Initial Complaint

  Date:03/09/2023

  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.

  Boost mobile is claiming an issue with their services requires Cyber Security..and members to be without services for some time...upon further research 11hours on the phone with different reps from all over the world trying to get an account number to take my phone and get another service..(Which they will not give cause they want you to run in a local store to offer you a deal as you pay your balance that you owe during this merge)... cause online all over the world they can't see your account with the new company or the old ...but on the website I clearly states whatever going on nobody's services will be interrupted...and if you already having a security breach (with you are)because...I already received a letter from a bank saying they denied a person that tried to open an account in my name.... bottom line I didn't give you permission to move my account anywhere just cleaned up my credit for a breach..had you told me you was doing all this It's measures I could have took...any way ...phone off tried to call b.b.b through my Alexa ********** going press this number and that ...so that's a no go...so now I only have email to rely on and reply..This *****

  Business Response

  Date: 03/28/2023

  March 25, 2023
  
  
  
  *******************************
  2436 ****************
  ********, ** 43224 
   
  Re:BBB Complaint #******** 
  
  Dear ****************:
  
  On March 10, 2023, we received your complaint, dated March 9, 2023, filed with the Better Business Bureau. 
  
  You stated that due to Boost Mobiles recent cyberattack you have been without service, and you have been unable to contact customer service to obtain your port-out ***. 
  
  On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess, and remediate the situation. Cybersecurity experts and outside advisors were retained to assist in the evaluation of the situation, and we notified appropriate law enforcement authorities.
   
  On February 27, 2023, we became aware that certain data was extracted from our IT systems as part of this incident. Its possible the investigation will reveal that the extracted data includes personal information. The forensic investigation and assessment of the impact of this incident is ongoing. The security of our customers data is important to us, and if we learn that personal information was compromised, well take the appropriate steps and let impacted customers know.
   
  Due to this incident, many of our customers are having trouble reaching our service desks, accessing their accounts, and making payments. Our teams are making progress on the customer service front every day. Weve increased our call center capacity, social media response capabilities and help ticket processing, but it may take a little more time before things are fully restored. Our DISH TV, ****************** services, and data networks continue to operate and are up and running.
  
  Please note that the ********************************* (FCC) regulates phone number portability and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include, but is not limited to: account number, account holder's name, phone number, five-digit ZIP code, passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.
  
  Boost Mobile users may experience difficulty reaching Boost Care. Our teams are working hard to restore systems as soon as possible and are making steady progress. Thank you for your patience.
  
  Our records indicate that your number was ported out successfully and your account disconnected. 
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable. 
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalations Team
  Boost Mobile 
  Phone Hours: Tuesday-Friday, 8:00 am-4:30 pm & Saturday, 7:00 am-3:30 pm MT
  **************
  
  cc: ****** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************;
  
  

  Customer Answer

  Date: 04/01/2023

   
  Complaint: 19562000
  
  I am rejecting this response because: my phone is not unlocked and my information was still hacked and and someone tried to open a online bank in my name.I need my credit fixed and secured
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/13/2023

  April 12, 2023
   
  
  
  *******************************
  ****************** Ct.
  ********, ** 43224
    
  Re:BBB Complaint #********
  *************
  
  Dear ****************:
  
  On April 12, 2023, we received your rebuttal, dated April 10, 2023, filed with the Better Business Bureau.
  
  You rejected my response as your phone is still locked. You also indicated that your credit has suffered due to the cyberattack. You requested your device be unlocked and your credit repaired. 
  
  Boost Mobile will unlock a device under the following circumstances:
  
  ?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
  ?The device has been active on the associated account for at least 12 months
  
  Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile 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). 
  
  The forensic investigation and assessment of the impact of this incident is ongoing. The security of our customers data is important to us, and if we learn that personal information was compromised, well take the appropriate steps and let impacted customers know.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalations Team
  Boost Mobile 
  Phone Hours: Tuesday-Friday, 8:00 am-4:30 pm & Saturday, 7:00 am-3:30 pm MT
  **************
  
  cc: ****** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************;

• Initial Complaint

  Date:03/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the I phone 8 online the system took my money off my card for the product but I havent received any emails or confirmation number nor the item this was on March 6th cannot contact anyone on the phone number and this has been for days. I would like my money back and a discount or something so I can purchase the same item in store ** when I go into the store they will not let me pay the online price and I would like a phone call as well

  Business Response

  Date: 03/29/2023

  March 28, 2023
  
  
  ***************************
  ******************************************
  ************, ** 23602
  Re:BBB Complaint #********
  Dear ****************:
  On March 14, 2023, we received your complaint, dated March 9, 2023, filed with the Better Business Bureau.
  You said you ordered a phone but received no confirmation that the order was completed.
  On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites.
  Our teams are working hard to restore systems as soon as possible and we are making steady progress.
  Our records indicate that the order on March 8, 2023, was not placed in our system; however, another order was completed on March 15, 2023.
  We sincerely regret any inconvenience this issue may have caused.
  Sincerely,
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  ********** / ******* Better Business Bureau
  ********************************************************************
  *********************
  
  

• Initial Complaint

  Date:03/09/2023

  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.

  After being a customer of ******************** since 2008, I am having issues with my phone service. As of late February 2023, I have been unable to access my account online to pay service. On February 23, 2023, Boost Mobile put a message on their verified ******** social media page to their customers that although we have been unable to access our accounts and/or pay, that service would not be interrupted during the interim. Contrary to this message, myself and many other customers have experienced termination with no real answers or end in sight. When you attempt to contact their customer service, there is an automated message stating that they are working to restore their systems, but there is still no access to our accounts, ability to make or receive phone calls and/or text messages.

  Business Response

  Date: 03/23/2023

  March 23, 2023
  
  
   
  *****************************
  *******************************>******, ** 06514
   
  Re:BBB Complaint #******** 
  
  Dear **************:
  
  On March 14, 2023, we received your complaint, dated March 9, 2023, filed with the Better Business Bureau.
  
  You expressed concern regarding our website being down and not being able to contact our call center since last week. You have been unable to make a payment.
  
  On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess, and remediate the situation. Cybersecurity experts and outside advisors were retained to assist in the evaluation of the situation, and we notified appropriate law enforcement authorities.
   
  I sent you an email on March 20, 2023, as I was unable to locate your account using the information provided. 
  
  Please note, many of our payment services are working again. In order to restore your service, you may pay at my.boostmobile.com, at a local Boost Mobile store, or on the MyBoost app or the BoostOne app.  If you are still in need of assistance, please reach out to me.  
  
  Thank you for your patience.
  
  Sincerely,
  
  
  
  ****************************;
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  
  cc: ****** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *****************************
  
  

• Initial Complaint

  Date:03/09/2023

  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.

  Had no phone service for 3 days..boost mobile is not answering the phone..the worker in ********* ** on ************ was very snot and rude...How can they leave people with no service? I have doctors and work related calls that I cannot get? Then they will have the nerve to charge us a full month? I need service asap and no fee to port my number because I may have to go to another carrier

  Business Response

  Date: 03/09/2023

  March 9, 2023
  
  
  
  *********************************
  919 **************
  ***********, ** 21032
  
  Re:BBB Complaint #********
  
  Dear ****************:
  
  On March 9, 2023, we received your complaint, dated March 9, 2023, filed with the Better Business Bureau.
  
  You indicated that you have not had service for three days and you want the service restored.
  
  Were making progress on the customer service front every day, including ramping up our call capacity, but it will take a little time before things are fully restored. Our DISH TV, ****************** services, and data networks continue to operate and are up and running.
  
  Sincerely,
  
  
  
  *******************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  3801 **************., #***
  ******, ** 80210
  
  

• Initial Complaint

  Date:03/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 10th Boost Mobile charged me a fee of $45 twice for the monthly service. I called them and was told that I would receive a refund and it would take a couple days. Well that never happened so i called back after a couple of weeks and the customer service center is down and not operating and its still down to this day. I want to switch carriers and get my refund but I AM BEING HELD HOSTAGE BY BOOST MOBILE. Because store representatives teli me that there is absolutely nothing that can be done and that i might get charged twice again and it's just unfortunate. But to no surprise THE PAYMENT SYSTEM IS STILL UP AND RUNNING. So they can take my money and overcharge me again. There is also a TRANSFER PIN REQUIRED TO SWITCH CARRIERS that only customer service can give you and they have no idea how long customer service will be out of commision.

  Business Response

  Date: 03/28/2023

  
  
  
  
  
  
  March 25, 2023
  
  
  
  ***********************
  ************************************************** 3
  ******, ** 91767 
   
  Re:BBB Complaint #******** 
  
  Dear ************:
  
  On March 10, 2023, we received your complaint, dated March 9, 2023, filed with the Better Business Bureau. 
  
  You stated that on February 10, 2023, you were charged twice and customer service informed you a refund would be issued, but you have yet to receive it. You said that when you attempted to contact customer care a few weeks later the system was inoperable and they were unable to assist you. You mentioned you want to switch providers, but Boost Mobile is refusing to provide you with your port-out ***. 
  
  On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess, and remediate the situation. Cybersecurity experts and outside advisors were retained to assist in the evaluation of the situation, and we notified appropriate law enforcement authorities.
   
  On February 27, 2023, we became aware that certain data was extracted from our IT systems as part of this incident. Its possible the investigation will reveal that the extracted data includes personal information. The forensic investigation and assessment of the impact of this incident is ongoing. The security of our customers data is important to us, and if we learn that personal information was compromised, well take the appropriate steps and let impacted customers know.
   
  Because of this incident, many of our customers are having trouble reaching our service desks, accessing their accounts, and making payments. Our teams are making progress on the customer service front every day. Weve increased our call center capacity, social media response capabilities and help ticket processing, but it may take a little more time before things are fully restored. Our DISH TV, ****************** services, and data networks continue to operate and are up and running.
  
  Please note that the ********************************* (FCC) regulates phone number portability and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include, but is not limited to: account number, account holder's name, phone number, five-digit ZIP code, passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.
  
  Boost Mobile users may experience difficulty reaching Boost Care. Our teams are working hard to restore systems as soon as possible and are making steady progress. Thank you for your patience.
  
  Our records indicate that your number was successfully ported out and your account disconnected. In regards to the refund, we will be able to assist you with this request once our systems are fully operational. 
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable. 
  
  Sincerely,
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalations Team
  Boost Mobile 
  Phone Hours: Tuesday-Friday, 8:00 am-4:30 pm & Saturday, 7:00 am-3:30 pm MT
  **************
  
  cc: ****** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************;
  
  

• Initial Complaint

  Date:03/09/2023

  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.

  credit

  Business Response

  Date: 03/29/2023

  March 28, 2023
  
  
  Mr. *************************
  2810 Gideon
  Zion, ** 60099
  
  Re:BBB Complaint #********
  190852721834
  
  Dear **************:
  On March 14, 2023, we received your complaint, dated March 9, 2023, filed with the Better Business Bureau.
  The Complaint Details simply state credit, your Desired Settlement states 3 months paid service and Nature of Complaint states Billing or Collection issues.
  You provide no additional information to support your request and a review of your account records did not find that you have previously reported issues of any kind; therefore, your request is not warranted and will not be granted.
  Sincerely,
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *****************************
  
  

• Initial Complaint

  Date:03/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Entered by BBB staff DC. Consumer states made a payment on 3/7/2023 and did not select autopay. Received a text message today stating thank you for selecting auto pay. Tried calling, tried online app and on their website and there is no option to unenroll for auto pay.

  Business Response

  Date: 03/11/2023

  March 9, 2023
  
  
  Ms. *************************
  1034 ************.
  *********, ** 44124
  Re:          BBB Complaint #********
  Dear ******************:
  On March 9, 2023, we received your complaint, dated March 9, 2023, filed with the Better Business Bureau.
  You stated that on March 7, 2023, you made a payment on your Boost Mobile account and did not select autopay, but you then received a text message thanking you for selecting autopay. You tried calling and using the website and online app, but you could not find an option to remove autopay.
  On February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess and remediate the situation. We retained the services of cybersecurity experts and outside advisors to assist in the evaluation of the situation, and we notified appropriate law enforcement authorities.
  As a result of this incident, many of our customers are having trouble reaching our service desks, accessing their accounts, and making payments. We are making progress on the customer service front every day, including ramping up our call capacity, but it will take a little time before things are fully restored.
  We are sorry for the inconvenience and we will be able to help you out as soon as our systems are back up. 
  Thank you for your patience.
  Sincerely,
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  cc: ****** / ******* Better Business Bureau
  **********************************, #***
  ******, ** 80210
  *****************************