Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

Customer Complaints Summary

5,004 total complaints in the last 3 years.
1,510 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/08/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a 12-month service plan from Boost mobile on 3/8/23 for $170.34. Once charged, their system continued to show I was on a monthly plan and produced another bill for the full annual amount of $170, due 4/6/23. I contacted Boost mobile on numerous occasions to have this issue corrected and was told the issue is being escalated. I was told that their system would definitely be updated by 4/6/23 and my service would not be disrupted. On 4/7/23 my service was suspended due to non-payment. Once suspended, I contacted Boost mobile on numerous occasions and all they could tell me is that the issue is being escalated. At this point, I have spent hours over the past month attempting to get this issue corrected with no resolution. Since I currently have no cell service through Boost mobile, I must move to a new carrier that can provide cell phone service. I requested a refund of the $170.34 paid on 3/8/23 since I paid for 12-months of service in which they are unable to provide due to their system issues. When the refund was requested, they stated that they could not refund the amount I paid despite being unable to provide me service.
Business Response
Date: 05/04/2023

May 3, 2023

*****************************
9105 ************.
******, ** 54476

Re:BBB Complaint # ********
191579336583 - *************

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

On May 2, 2023, we received your complaint, dated April 6, 2023, filed with the Better Business Bureau.

You said you paid $170.34 for a 12-month service plan, yet you were unable to redeem the offer. You also expressed concern with the customer service you experienced. You requested a refund.

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.

As a result of this incident, some 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.

A $170.34 refund has been submitted in the interest of customer service. Please allow up to 20 business days for the refund to be processed.

We strive to provide excellent service and we regret that your experience was unfavorable.

Sincerely,

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

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

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

Customer Answer
Date: 05/04/2023

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: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.
For three months I have had trouble getting 5g internet on my phone. For approximately 1 week, logging into the boost mobile app or their website gave a message that their service was down so I couldn't get assistance. Now, they have changed my cycle so it starts at a different day, later than it was and will not provide me with 5g service at the agreed upon date. In spite of their option to chat "live" with someone, I can't get to a live person. I spoke on the phone to someone who said the 5g service would be restored in a few minutes. After 30 minutes and no service, I called back to someone who said it wouldn't be on til tomorrow. He would not tell me why my cycle was changed to a different date onky thst yechnical ossues three weeks ago caused it. He made no effort to correct it or offer any assistance and after being rude and refusing to help, he hung up on me. I called back and a message said they were closed so I can't get any help.
Business Response
Date: 05/03/2023
May 2, 2023

*****************************
****************************************************** 2
***********, ** *****

*********************** Complaint #********
321110318297 - *************

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

On May 2, 2023, we received your complaint, dated April 8, 2023, filed with the Better Business Bureau.

You said your due date changed and you lost data. You also expressed concern about the level of customer service you received.

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.

A review of our records shows that your data was throttled, as you had used more than 35 GB. ********************* and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources, Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.

Please note that as a prepaid service, when no payment is received, service is suspended, and then, once a payment is made, service is restored and the service cycle begins anew. Our records show that your January 2023 payment was not made until February 6, 2023, causing your cycle to begin that day.

You ported your number out and canceled your account.

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

*********************
Initial Complaint
Date:04/07/2023
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.
My data was leaked and people were using my phone number to call other people trying to scam them for money. When I called Boost asking if they will send an email or letter apologizing for the data leak. They said that they will not be doing so. There have already been news reports about the data leak and they are still deny that this has ever happened. I would just like an email apologizing for this data leak. ****************************************************************************************************************************************************************
Business Response
Date: 05/04/2023
May 2, 2023

***************************
*********************
*************, ** 94118

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

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

On May 2, 2023, we received your complaint, dated April 7, 2023, filed with the Better Business Bureau.

You said your information was leaked.

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. 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, we became aware that certain data was extracted from our IT systems as part of this incident. It is 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 **, and if we learn that personal information was compromised, we will take the appropriate steps and let impacted customers know.

Our records show that you canceled your Boost Mobile account and ported your number out.

While we sincerely regret any inconvenience this issue may have caused, our forensic investigation is still ongoing.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/07/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Boost Mobile ************* to notify them of my cancelation of service the final week in February 2023. However, to this date I am unable to obtain my refunded money from the company.I had overpaid my bill multiple times to the tune of $280 due to the website taking my payment but not reactivating my service, during the confusing time the new website was rolled out. I thought the payments had failed to process, but they, infact, were being collected from my bank. Boost was unable to restart my service. I requested my funds refunded to my account so I could seek service elsewhere. I was informed I had a few days left of service, and was removed from autopay at that time to let service expire and not be renewed.Upon contacting **************** soon after not receiving the refund, I was informed my service was still active although service should have expired and not been renewed.Multiple times I have called and have been told the company cannot process my refund because "computers are down", however, they company still retains the ability to collect money from customers so I find this very hard to believe. Everytime I call I am told I cannot receive my refund, nor speak to anyone who has authority to process my refund. I have called **************** multiple times, including sending an email regarding the issue to their legal division without response.From the website, they appear to be automatically renewing my service even though I was told that autopay had been deactivated, in an attempt to deny issuing my refund.************************* Boost Mobile Acct: ************
Business Response
Date: 05/04/2023
May 2, 2023

*****************************
*************************************
******, ** 93274

Re:BBB Complaint #********
383775389347 - *************

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

On May 2, 2023, we received your correspondence, dated April 7, 2023, filed with the Better Business Bureau.

You said you contacted us, yet you were unable to get assistance. You said you were overcharged $280.00 in error. You requested these funds be returned to you.

On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess, and remediate the situation.

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

Our records indicate payments for $85.00, $60.00, $40.00 and $30.00 were made on February 18, 2023, for a combined total of $215.00. A $215.00 refund has been submitted in the interest of customer service. Please allow up to 20 business days for processing.

Sincerely,

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

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

*********************
Customer Answer
Date: 05/06/2023

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:04/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid my bill to boost mobile march 6th 2023. My phone was suspended march 25th 2023. They told me a customer called in and canceled my phone service. I called back the same day the incident happened and told them I was the correct customer or the phone. I was told they system crashed and they could helped me over the phone. Days later of me calling I kept getting no results no help I was asked to go to a local boost mobile store to reactive my account I did that and it didnt work. Now Ive called in for two weeks straight and Ive had no help. The day of April 5th 2023 I was told by a customer that my phone would be reactivated with a credit added to my account for the days my bill was paid but my account was suspended. They next day on April 6th 2023 I was informed that I had to pay my bill to reactivate my account. Everyday has been a different story different customer care representative who has not done their job and expect me to pay them for the inconvenience of emotional and financial damage to my business. They has not restore my account they wont allow me to speak to a manager or anyone who could resolve this matter. Ive been without contact for two weeks and this is madness I asked then where their headquarters was located they denied to tell me. Im filing a civil suit of this company and hoping you all will look into the matters of their business. Something is wrong and out of structure.
Business Response
Date: 05/03/2023

May 2, 2023

Ms. ***********************
**********************************************
*******, ** 60609

Re:BBB Complaint # ********
335124655825 - *************

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

On April 29, 2023, we received your complaint, dated April 7, 2023, filed with the Better Business Bureau.

You said you made a payment to Boost Mobile on March 6, 2023. You indicated that your service was suspended without your consent. You stated that you attempted to contact Boost Mobile to inquire about your account, yet you were unable to get assistance.

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.

Our records show two $50.00 chargebacks occurred on February 15, 2023, which caused your account to be suspended.

If you require changes to your account, please reach out to DISH Network customer service at ****************, as many of our systems are up and operational once again.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been requesting for a refund for months for a service not provided and it was promised but nothing.
Business Response
Date: 05/04/2023

April 29, 2023

*********************************
******************************
********************, ** 44128

Re:BBB Complaint #********
160487973524 - *************

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

On April 29, 2023, we received your complaint, dated April 7, 2023, filed with the Better Business Bureau.

You said you were promised a refund, yet you have not received the refund.

Two $5.07 refunds have been submitted in the interest of customer service. Please allow up to 20 business days for the refunds to be processed.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/06/2023
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.
For months there was been no way on the boostmobile website to uncheck the boxes for autopay and save payment method. I was told these were known issues being worked on.March 2023 boxes could be unchecked and I did so. Afterward I saw boostmobile ignored that and enrolled the accounts in autopay and saved the payment method. I was able to delete the payment method but could not unenroll from autopay. I was told the account could not be accessed due to system issues and advised to keep an eye on it.April *************************************** autopay with no payment method saved. On 4/5/23 I tried to unenroll from autopay on one account and was told it couldnt be done. I did not wish to add a payment method so I made a payment through chat. Afterward I found that boostmobile had saved the payment method. I could not delete the payment method without adding a payment method.For the other account, which was still showing as autopay with no payment method saved, I made a payment on 4/6/23. I checked and found the payment method had been saved. I asked to be unenrolled from autopay and the representative was able to do so. However, nearly two hours later, I received a text to let me know youve added autopay. I received that text at 12:31. I received an email at 12:38 saying I had removed autopay and another at 12:44 saying I was enrolled in autopay.I want to NOT be enrolled in autopay and to NOT have a payment method saved. When is it expected these very significant issues will be resolved? Finally, reading through complaints made about boostmobile to the Better Business Bureau I find this in response from boostmobile to a complaint The plan you opted into is $25.00 per month, plus taxes and fees, and is available online only with AutoPay. Customers who do not enroll in AutoPay pay $35.00 per month... Will I be credited with $10 per account per month that boostmobile has forced me into autopay?There are two accounts, mine and my daughters.
Business Response
Date: 05/04/2023
May 3, 2023

*************************
***********************************
*************, ** 85616

Re:BBB Complaint #********
453170220625 - *************

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

On April 28, 2023, we received your complaint, dated April 6, 2023, filed with the Better Business Bureau.

You stated that you have been unable to remove AutoPay or the saved payment method on your Boost Mobile account through our website.

I removed AutoPay from your account as requested. Please note that we require a credit or debit card account to be saved in your wallet; therefore, this cannot be removed.

You can remove AutoPay from your daughters account through our website or app by selecting the ****** services option and selecting Manage Payment Settings.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/06/2023
Type:Customer Service 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.
The reason I am reaching out is because I got overcharged for 3 months of services (3 months X $30 = $90 + taxes = *****) from Boost mobile. My previous payment was Nov 25, 2022, (it is a 3-month billing cycle) , my last payment was due on Feb 25,2023 but their system was down, with the Boost Coins credit they offered to the customer that I accumulated from Dec to Feb..... I paid the balance on Mar 2 and received the payment history to pay through Feb 25 to May 25..(attached file) However, on Mar 14, the system auto-charged me another 3 months $*****.I called several times and ** agents all agreed to make a refund once the system is up.... I called on Mar 31 again, and ********* was up and agreed to make a refund. But I had not seen a refund within the reasonable time frame. Called again today 4/6 and they said there is NO refund and the case was closed. Cos all the Boost coins was NOT valid payment for my next bill. That is the first time I heard, after an hour of conversion. I asked to talk to a supervisor, ** stated no supervisor/Manager onsite.. I asked for billing department, the ** said she cant transfer.... I used to love the ** service, but after this incident, I doubt about the integrity of the company.... Not honoring the Boost Coins that the company issued and could not even see there is an overcharged in the account. I hope to get refund for the overcharge by directing this issue to BBB. Thanks
Business Response
Date: 05/03/2023
April 29, 2023

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

Re:BBB Complaint #********
722819444859 - *************

Dear Ms. ************* April 7, 2023, we received your complaint, dated April 6, 2023, filed with the Better Business Bureau.

You stated that due to Boost Mobiles systems being down, you were charged twice for your services. You said that when you spoke with customer service they advised you that once the systems were restored, they could issue a refund. You also indicated you were unable to have your Boost Coins applied to your account. You requested a refund.

On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess, and remediate the situation. Cybersecurity experts and outside advisors were retained to assist in the evaluation of the situation, and we notified appropriate law enforcement authorities.

In March, Boost Mobile restored its systems that were affected by the incident that occurred in late February. Thank you for your patience while we restored Boost Mobiles systems. Due to a higher-than-normal call volume, calls to customer care *** have longer-than-average wait times. For the fastest service on updating an account or making a payment, please log in and do so through this website, or on the MyBoost or BoostOne apps.

Our records indicate you were issued a refund of $91.13 on April 11, 2023. You also received $62.89 in credits in the month of April for the Boost Coins.

We strive to provide excellent customer service and we regret that your experience was unfavorable.

Sincerely,

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

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

*********************;
Customer Answer
Date: 05/03/2023

Better Business Bureau:

I escalated the issue to the Dish upper management on Apr 10th and got resolved within 24 hour. The refund was issued immediately. I do understand ** had cyberattack, but the approval of the refund of overcharge has no linkage to the incident. The *********** to the Boost mobile customer services were absolutely ineffective and wasted me hours just to state that ** was unable to issue refund cos the accounting **** rejected the case.
I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution didn't  list the results of the effectiveness of contacting Dish upper management to resolve simple Boostmoibile overcharges. Though the ** issue was resolved, I am satisfied with the ********************* handling the case speedy and accurately.
Thanks for BBB directing the issue to the ** escalation team.
With best regards,
Initial Complaint
Date:04/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for an online deal for an iPhone 12 for ****** plus tax and a service of 40$ a month total ****** I was switch to boost from another carrier. I was told I would have all within 1-2 business days shipped out . March 31 2023 transaction . When I received tracking from *** I only got the *** card . I have been getting nothing but run around for days . Many hours of calls . I even had two different retail stores try to help me out . No luck . Today I was told I just need to wait . Could take a month . The reason I need a new phone Im having issues with my older iPhone XR . I cant not wait . I ask for refund since phone hasnt shipped so I can walk in retail store . I was told no and I need to wait .. please wait
Business Response
Date: 05/04/2023
May 3, 2023

*******************************************
63 **************.
*********, ** 17602

Re:BBB Complaint #********
739010692452 - *************

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

On April 28, 2023, we received your complaint, dated April 6, 2023, filed with the Better Business Bureau.

You stated that the phone you purchased on March 31, 2023, was never shipped. You requested a refund.

Our records show that a refund of $254.31 was provided on April 6, 2023.

We apologize for any inconvenience.

Sincerely,

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

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

*********************;
Initial Complaint
Date:04/06/2023
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.
On 31, March 2023 I called boost mobile. After a 25 minute wait I spoke to a representative to inquire about an upgrade which after 3 years I am do. The rep told me theres no indication of my being eligible for upgrade cell phone. I asked to speak to a supervisor and was placed on hold. After another lengthy wait I was disconnected. I have been a loyal customer of ********************** nearly 20 year and it appears when I need something done I can NEVER get any satisfaction from said company. I have had my present phone 3 yrs I am DUE an upgrade.
Business Response
Date: 05/04/2023
May 3, 2023

***************************
*********************************
*******, ** 19540

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

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

On April 28, 2023, we received your complaint, dated April 6, 2023, filed with the Better Business Bureau.

You stated that you have had your existing phone for three years and would like to upgrade.

Unfortunately, your account does not qualify for an upgrade. If you would like a new phone, you will have to purchase one.

Sincerely,

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

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

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

Customer Answer
Date: 05/04/2023

Complaint: 19904745

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 05/09/2023
I reject the response from Boost Mobile. I have been a patron of Boost nearly 20 years. I received the current phone I presently use now via an UPGRADE. What has changed in my eligibility for an upgrade between 2019 and now? Please provide something in writing that makes me no longer eligible for an upgrade besides the company saying that Im not.
Business Response
Date: 06/07/2023
June 6, 2023

***************************
*********************************
*******, ** 19540

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

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

On June 6, 2023, we received your rebuttal, dated May 11,2023, filed with the Better Business Bureau.

You expressed further concern with not being able to upgrade your phone through Boost Mobile, as you maintain that you upgraded your phone in 2019 and should be eligible for one.

Please be advised that Boost Mobile no longer offers the option to finance a phone as we no longer require contracts.

As previously advised, if you would like to upgrade your phone, you will have to purchase one. You can find available phones and pricing on our website or through the Boost Mobile app.

Sincerely,

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

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

                *********************
Customer Answer
Date: 09/15/2023
I requested to refile an initial complaint against BoostMobile for responding to said complaint in a dubious" manner (to say the least). My complaint was regarding Boosts refusal to give me the UPGRADE I am long overdue for. The response from said company was I was not due nor *********** an cell phone upgrade for some reason or another. However I have actually PROOF I am in fact eligible for upgrade as well as they lied in their response to my complaint ( please see attached screenshot).
Business Response
Date: 10/13/2023
October 9, 2023

***************************
*********************************
*******, ** 19540

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

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

On October 6, 2023, we received your rebuttal, dated October 5, 2023, filed with the Better Business Bureau.

You expressed further concern with your request to upgrade your phone. You indicated that although you were told you are not eligible for an upgrade, your online account indicates that you are eligible and you attached a screenshot as proof of your eligibility.

Please be advised that Boost Mobile periodically re-evaluates accounts to determine if they are eligible for a phone upgrade. Although we no longer have the option to purchase a phone with a monthly installment plan,some customers are eligible for a phone upgrade at a discounted price.

Our records confirm that you have the option to upgrade your phone. To view the phone and pricing available, you can select Get Upgrade/View Offers under the You are eligible for an upgrade option.

We apologize for any inconvenience.

Sincerely,

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

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

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

Customer Answer
Date: 10/13/2023

Complaint: 19904745

I am rejecting this response because: There were multiple times my request was denied via phone call as well as this platform. I was disconnected via one phone call and spoken to very unprofessionally by another. After nearly 20yrs of PATRONAGE to boost I believe more than just an apology is in order. I would like for us to consider some options as a means showing good faith with the apology sent.

Sincerely,

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

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

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

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

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

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

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Boost Mobile is NOT a BBB Accredited Business.