Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

5,008 total complaints in the last 3 years.
1,503 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:04/06/2023
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,

***********************
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 purchased a Boost Mobile cell phone warranty when I purchased my Cell phone in 2012. The warranty cost $7.00 per month. My phone stop working in December in 2022. I was forced to purchase a new cell phone from Boost Mobile for more than $200.00. A replacement phone should have been provided free of charge.I want Boost Mobile to reimburse me the $200.00 I paid for the phone I now have.
Business Response
Date: 05/04/2023
May 4, 2023

************
1909 *************************
********, ** 72120

Re:BBB Complaint #********
328129482488 - *************

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

You stated that you purchased a phone from Boost Mobile in 2012 and paid $7.00 per month for the warranty. ** December 2022 it stopped working and you were forced to buy another phone for $200.00. You indicated the phone should have been replaced at no cost. You requested a refund.

Boost Mobile offers optional phone protection through Likewize (formerly known as Brightstar). Once a claim is filed, customers are required to pay a non-refundable deductible of $20.00, $50.00, $100.00 or $175.00 (based on the device type) if the claim is approved. Customers are eligible for two approved claims within a 12-month period beginning on the date of the first replacement.

We respectfully decline your request for a refund, as a claim should have been filed with Likewize.

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

*********************;
Initial Complaint
Date:04/05/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/5/23 (and the night before) I spent many hours researching cellular providers with various plans, deals, etc. I called Boost Mobile on 4/5/23 to move forward with a plan and special deal they advertised online, and spoke at length with "*******," who confirmed that all my choices could be fulfilled, for the advertised prices. However, his system was busy updating, so he couldn't create my account, and I needed to call back later and proceed with someone once the system was fully up again.When I did call back, I reached someone (whose name I didn't catch), and she took all my info, all the specifics, including about the deal posted online to get 3 months of 5GB of Data (& unlimited talk & text) for a reduced price of $15 for the 3 month period (@ $5/month), which would then be followed by the normal rate of $45 for 3 months (@ $15/month). After taking all my information, including credit card, she stated that this deal was not showing up, and that all she could do was charge me the normal rate of $45 for 3 months. I insisted on being transferred to a supervisor, or to escalate in some way. She refused, saying everyone was busy, and that there's no escalation process. The special online deal is what **** me in, and it's still posted online (though I think it's only good until April 11th or something), yet this company won't honor it. While I'm glad I've learned what a dishonest company this is BEFORE signing up, I'm quite angry about all the time I spent, in good faith, preparing for this transaction, and talking to the service agents at length, only to be denied what was promised, and finding that I'd wasted all that time.Other people need to read these reviews before attempting to do business with Boost Mobile. So I hope this info helps.
Business Response
Date: 05/02/2023
April 29, 2023

*******************************
*******************************************
***********, ** 87110

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

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

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

You stated that on April 5, 2023, you wanted to sign up for Boost Mobile service with the advertised plan of $15.00 per month for the first three months. You said that the agent was unable to sign you up over the phone for this deal and was only able to offer you the plan for $45.00 for three months of service. You mentioned that Boost Mobile is refusing to honor their advertised special deal. You requested the advertisement for this deal be discontinued.

As stated on our website, For your first three months of service, the 5 GB plan is billed for $15.00. After your first three months, the 5 GB plan is billed for $45.00 every 3 months. New customers only. Online only. As this is an online offer only, the customer care agent was not able to provide you this discounted rate when signing up for service over the phone.

As our website states the terms of this offer, we respectfully decline your request to discontinue the advertisement.

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

*********************
Initial Complaint
Date:04/05/2023
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 wanted to restart my cellular service. The boost representative I spoke to said the account was eligible for reactivation. I paid $49. The rep said give it a few minutes for service to be restored. After 10 min. I got a error message saying I was not connected to a network. I called boost back and explained the issue and was told the account was closed due to being off too long. The two said she would issue a refund and I would get it in 3 days. I was instructed that I would have to get me service. I paid $50 more dollars and the rep said the payment did not go through but its been pending on my account . I get different stories when I contact boost and the last contact I was told there was never a refund filed. Boost has$90 out of my account and I have no service. I don't understaffed how a merchant can take money ** not issue back when there was never a service provide
Business Response
Date: 05/04/2023
May 4, 2023

Ms. *********************
**********************************************************

Re:BBB Complaint #********
164228250484 - *************

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

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

You stated that you paid $49.00 on your Boost Mobile account to restart your account. You said that after ten minutes, you did not have service, so you reached out to customer service and were told that due to the account being disconnected, it was unable to be restarted. You said customer service set up another account and attempted to take an additional payment, but it did not go through. You mentioned that the payment was pending on your bank account. You requested a refund.

Our records indicate the only payment received was on March 30, 2023, for $49.75. I have submitted a refund request for $49.75.

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

Sincerely,

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

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

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

Customer Answer
Date: 05/04/2023

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,

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

Customer Answer
Date: 05/08/2023

Complaint: 19899907

I am rejecting this response because:

Hello my name is ********************* I found a complaint against boost Mobile. I received a response today that boost said they only received one payment which is true. And that they issued a refund. But I have yet to receive a refund and it's been over a month going on 2 months. I agreed with the amount that was paid but I do not agree that the refund was received

Sincerely,

*********************
Business Response
Date: 05/15/2023
May 11, 2023

Ms. *********************
**********************************************************

Re:BBB Complaint #********
164228250484 - *************

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

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

You rejected our response, as you have not received your refund.

Our records indicate the refund of $49.75 was submitted on May 4, 2023, and went successfully back to the card used for payment. Please contact your financial institution for further assistance.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/05/2023
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.
Boost Mobile in November 2022 promised to unlock my daughter's phone for transfer to Mint Mobile. Over multiple conversations, I was promised that a "ticket" was submitted and the phone would be unlocked. I received email confirmation that this was completed. When I attempted to follow the self-unlock procedures from the email, they did not work and the phone remained locked to Boost Mobile. Since then, they were the victims of a data breach of some sort, and for about a month, did not have anyone answering the phones for their 800 number. My daughter's service was turned off because I refused to pay a company I couldn't even speak to for service I was trying to cancel. When I finally have gotten a representative on the line, I've been informed the unlock system continues to be "down" and I've been refused a supervisor when requesting one. I simply want my daughter's phone, which I purchased and paid Boost for 12 months to unlock, to be unlocked so I can switch providers. Failing that, I would accept a replacement, unlocked phone or a refund for enough months of service to afford an unlocked phone, around $150.
Business Response
Date: 05/02/2023

April 28, 2023

*******************************************
*************************. F
*******, ** 24141

Re:BBB Complaint #********
522322351976 - *************

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

On April 28, 2023, we received your complaint, dated April 5, 2023, filed with the Better Business Bureau.

You requested your phone be unlocked.

Boost Mobile will unlock a device under the following circumstances:

The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
The device has been active on the associated account for at least 12 months

Your unlock request has been granted; please allow 72 hours for this to process and ensure your phone is powered on with the Boost Mobile SIM card 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).

Sincerely,

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

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

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

Customer Answer
Date: 05/02/2023

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:04/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had six phone lines on Boost. All of my phones have been on Boost for more than a year and are eligible to be unlocked. I have been trying since 3/20/23 to have them ported to ******** It has been a nightmare of many, many phone calls and sitting on hold for hours. At no point did they make it easy to leave and nobody would give me all of the information needed to make the process happen. Often the information I was given would conflict with previous information. Each time I thought I finally had all of the information I needed, I would find out there was still something missing.At this point four of my six phones have been unlocked and are working with ******** However, I am still waiting for two phones to be unlocked. They keep telling me to "wait 72 hours". I have been told this each day for the past 7 days. They say that their system to "submit a ticket" to unlock iphones is down. I have no recourse. I can only sit and wait. To make matters worse, the two phones which are still locked are now experiencing very spotty service. Certain friends for whatever reason can no longer text me? Please contact Boost on my behalf and get them to unlock my phones.Thank you.
Business Response
Date: 05/01/2023
April 30, 2023

*************************
*********************************
*******, ** 22032

Re:BBB Complaint #********
262016405 - *************

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

On April 28, 2023, we received your complaint, dated April 5, 2023, filed with the Better Business Bureau.

You requested to have three phones unlocked.

Our records show that the phone associated with the phone number provided with your complaint is already unlocked. No other information was provided regarding the phones you wished to have unlocked.

I would appreciate it if you could provide me the account information for the other two phones, so I may better help with this issue. Please email me at ********************************.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
DISH Network

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

*********************
Initial Complaint
Date:04/04/2023
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 March 31st I decided to switch my information from my iPhone 11 to my iPhone *********************************** digital *** card. I went to the Boost Mobile store to get some assistance, ******* (an employee) took me out of my family plan and charged me $50.00 to start the process and told me the migration of the phones would only take 5 minutes, she then called customer service and they told her it would take HOURS. I went home and waited, I went back on Saturday and another employee named ****** called customer service and they told him that the service had been canceled so we had to start the **************** again. He called customer service again after doing the process and customer service told him it would take 24 hours, on Sunday at 10:00 am the **** on the iPhone 14 but I could not make or receive calls or text messages. We called customer service on Sunday but they told us they could not assist us and we had to go back to the store. Monday april 3rd ****** called the vendors line and they told him to delete the *** card that was already installed, they restarted the phone and then ****** and ******* told us the issue was from the brand new iPhone 14 pro purchased at the Apple store. I was not very certain of this but I still went to the Apple store to run some diagnostics on the phone and the experts at the Apple told me there was no issue with the phone and that maybe the employees at Boost Mobile were still not familiar with the new iPhone system. We then went to another Boost Mobile store and after doing all the troubleshooting procedures, the assessor there told us the problem was the phone lane. We tried reverting the service to the old phone but the service was not working on the old phone either, the assessor told me she was going to contact the IT but that it could take 24 hours. We called customer service 24 hrs later once again and they ran all the procedures but they told me they could not help me and I had to go to the store.
Business Response
Date: 05/01/2023

April 28, 2023

Ms. ***********************
********************************
*******, ** 27616

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

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

On April 28, 2023, we received your complaint, dated April 4, 2023, filed with the Better Business Bureau.

You said you purchased a new iPhone 14 from a Boost Mobile store on March 31, 2023. You indicated that you attempted to contact Boost Mobile to activate the phone, 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.

If you require changes to your account, please reach out to Boost Mobile 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
*********************************************;
******, ** 80210

*********************
Initial Complaint
Date:04/04/2023
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 a pre-paid, month to month, no contract, cancel at any time, cell phone account with ********************. I purchased my cell phone outright for cash in November of 2021. I signed up for new phone service with Consumer Cellular (CC) at the end of Feb. 2023. CC told me that to start my new service I would need Boost to give me a transfer PIN so I could transfer my current phone number to the new carrier. I first called Boost asking for this # on Feb. 27, & was told that their systems were down & that they couldn't give me a transfer pin. I continued to contact ********************** DAILY to try to get my transfer pin, but their system was still "down". I got a transfer # on 3/16/23 & was told by Boost that this was all I needed to use my current number AND current phone for CC. I proceeded to change my SIM card. However, then my phone requested a CCK# to unlock my phone. I contacted Boost back & I was told that with their systems down they were unable to provide me with a CCK#. I have called them back every day since asking for a CCK#, but have been told that their systems are still down & that they can't give me this # to unlock my phone. I had to pay $35 on 3/8/23 for an additional month of Boost service because I was unable to get my ph# transfer code. I still cannot transfer my phone & use the new service which I am paying for. I have also been told that with their systems down that Boost Mobile can not remove my credit card from auto payment so I'll be charged again on 4/8. I have been calling Boost DAILY to resolve this issue. I have been told that I cannot talk to a supervisor and the workers in the retention department have not been able to offer me any alternative to just sitting around and waiting for their systems to be fixed. At this point I would like Boost to either pay for a new UNLOCKED phone that I can bring with me to my new carrier or for them to find an alternative method of enabling my cell phone to function at no cost to me until their systems are back up.
Business Response
Date: 05/02/2023
May 2, 2023

*****************************
27 *****************.
*******, ** 03301

Re:BBB Complaint #********
364566657224 - *************

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

On April 5, 2023, we received your complaint, dated April 4, 2023, filed with the Better Business Bureau.

You said on February 28, 2023, you requested to port your number to a new provider, and your device is locked by ******************** and they are unable to provide you with the **** to unlock your device. On March 8, 2023, you had to pay for another months service until your device could be unlocked, and are concerned you will have to pay again.

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.

A review of your account indicates your device with IMEI #*************** is currently in an unlocked state and I do not see any payments made after March 8, 2023.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

*****************************
Initial Complaint
Date:04/04/2023
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.
I had signed up on February 14th 2023 for boost Mobile service I have not been provided the service I have paid for I have contacted the company numerous times and have not had a resolution to my issue I spoke with representative ID from *************** ******* ********** representative a34 and unable to resolve my issue when I requested to be transferred to a supervisor they denied me and told me that they were unable to transfer me to a supervisor to resolve my issue as of today I have no cell phone service due to their negligence and unable to provide customer service they have falsely made a statement that the service was going to be activated within 48 hours back in February that has not occurred as of today looking to be made whole and resolve this issue
Business Response
Date: 05/01/2023
May 1, 2023

*********************************
11 ***************.
***********, ** 06053

Re:BBB Complaint #********
343737645386 - *************

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

On April 28, 2023, we received your complaint, dated April 4, 2023, filed with the Better Business Bureau.

You indicated that you were having issues activating your Boost Mobile service. You requested that your service be activated and a refund be provided.

A review of your account records shows that your service has been activated since April 4, 2023. Boost Mobile is a prepaid service and you were not charged for service prior to your service being activated. Due to this, we respectfully decline your request for a refund.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/04/2023
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.
Thus company is absolutely c*** I have 35 gig of 5g service and 12 gig of hotspot and they have been taking it away even though i am connected to a wifi connection. That is not right. They are basically stealing their data back and it's wrong. They claim it's system problem but this has been going on for over 2 months now
Business Response
Date: 05/01/2023
April 30, 2023

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

Re:BBB Complaint #********
294338149605 - *************

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

On April 28, 2023, we received your complaint, dated April 4, 2023, filed with the Better Business Bureau.

You stated that you experienced changes in performance when using applications that require data usage.

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

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

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