Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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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

4,994 total complaints in the last 3 years.
1,487 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:04/01/2023
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.
Republic Wireless by Dish fails to port my number due to a broken system, that as explained to me by an employee, has been broken for over a month. I have been informed by more than one employee that there is nothing that can be done about the failure to port. The resolution is that I simply wait for an indeterminate amount of time, with no updates from the company on status. Republic Wireless by **** refused to escalate my issue, refused to open a support ticket, and refused to provide me with any other form of contact to file my concern, other than the support contact information on their website which, in turn has no ability to help, document, or escalate the issue. I have now paid Republic Wireless by Dish money for them holding my number, w/o authorization, and without the ability to transfer the number to my carrier of choice. I am also having issues with making and receiving phone calls due to the number port request sitting in this state of limbo.
Business Response
Date: 04/06/2023
April 5, 2023

*****************************
2548 ***********
*************, ** 27526

Re:BBB Complaint #********
A00369756 - ************

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

On April 3, 2023, we received your complaint, dated April 1, 2023, filed with the Better Business Bureau.

You stated that you have been unable to port your phone number to a new wireless carrier due to the network outage that impacted Republic Wireless systems. You also stated that you are having service issues due to the pending port. You requested that we provide a refund for your last month of service in addition to continuing credits for every month that you are unable to port out your phone number.

As I advised you via email, 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.

Because 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.

As a courtesy, I have submitted a refund request for your payment of $24.16 made on March 17, 2023. Please allow up to 19 business days for processing.

Please note that the ********************************* (FCC) regulates phone number portability and ************ 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.

The next step in this process is to contact your new carrier and request that they port in your phone number. As long as the correct information is provided to your new carrier and your account remains active, the port will be automatically approved by our automated system. This process can generally take up to 72 hours.

As your service is paid through April 17, 2023, there is sufficient time remaining to port this phone number to your new carrier without further payment. At this time, no further credits or refunds will be applied for this issue.

Please also note that coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings, basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls while indoors.

In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Republic Wireless offers no warranty or guarantee of such. Please also note that the port-out process has no impact on your ability to access the Republic Wireless network.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

*******************************
Corporate Case Manager
Executive Escalation Team
Monday - Friday 8:00 am to 4:30 pm MT
**************

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

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

Customer Answer
Date: 04/08/2023

Complaint: 19883725

I am rejecting this response because:

I am at odds with the entirety of the comments from *******************************.

Her comment "As I advised you via email, 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. Because 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." has nothing to do with my complaint.

Regardless of whatever cybersecurity incident Republic Wireless experienced that impacted their internal communications, I have had no problem reaching customer support. My issue is that when speaking with customer support about my number port failing due to an invalid pin number after I supplied a valid pin number,I was told there is nothing that can be done. That the porting system has been broken for over a month. When asking for escalation, I was denied. When asking to open a ticket to track the issue, I was told there is no way to open a ticket for number porting. I asked instead to open a ticket for general technical issues, since ** having issues with sending and receiving calls related to the number. I Was denied that as well.

Her comment "You stated that you have been unable to port your phone number to a new wireless carrier due to the network outage that impacted Republic Wireless systems."

I'm not sure what is the cause for the number porting issue. What I do know is that I was told on more than one occasion from Republic Wireless customer support that there is an issue with their porting system, and my number might not port successfully. That the issue has been ongoing for more than a month.

On ******** request that I resubmit the port; I informed her in detail of some of the many steps I have taken, and why this appears to be an issue with their system. I offered to resubmit my port request with a new porting pin number provided by ********************, and will update her if there is an issue with the port.

The port request failed yet again due to a problem with the pin number. The pin number I used was supplied by ******************** the day before I submitted the port. I was told that the pin number has a 7 day shelf life before it expires.

I am still in communication with Kellen through email.

Sincerely,

*************************
Business Response
Date: 04/18/2023
April 18, 2023

*************************
2548 ***********.
*************, ** 27526

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

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

On April 13, 2023, we received your rebuttal, dated April 8,2023, filed with the Better Business Bureau.

You expressed concern that you continue to have no success porting your number from Republic Wireless to a new carrier.

To help with your request, a new port-out PIN was created which will expire on April 25, 2023.

Please use the following to port your number to a new carrier:

Account number: *********
Port-out PIN: ******

Sincerely,

*******************************
Corporate Case Manager
Executive Escalations Team
Republic Wireless

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

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

April 18, 2023

*************************
2548 ***********.
*************, ** 27526

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

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

On April 13, 2023, we received your rebuttal, dated April 8,2023, filed with the Better Business Bureau.

You expressed concern that you continue to have no success porting your number from Republic Wireless to a new carrier.

To help with your request, a new port-out PIN was created which will expire on April 25, 2023.

Please use the following to port your number to a new carrier:

Account number: *********
Port-out PIN: ******

Sincerely,

*******************************
Corporate Case Manager
Executive Escalations Team
Republic Wireless

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

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

Customer Answer
Date: 04/20/2023

Complaint: 19883725

I am rejecting this response because:
Since ****** has chosen to respond to my latest email request with an update on this BBB site, I will respond in kind.
I sent a direct email to Kellen on April 5 2023, in response to her emailing me on the same day, explaining the cybersecurity attacks and the steps I could take to resubmit a port request or cancel my account. My email explained in detail how I had already re-attempted the port request process a few times, which includes calling Republic Wireless to obtain a new time-sensitive port out pin number, submitting the request through the other carrier, and waiting for a few days until the port inevitably fails with an indication that the pin number is invalid.
I received no response.
I sent another email on Apr 8 2023, after reattempting another port following the same port process stated above. I informed ****** that the port request failed again.
I received no response.
I reached out to Republic Wireless over the phone multiple times since then, spent hours with support, all of which provide either no support, or at best a guess on what could possibly be the problem. I emailed ****** again on April 19 2023, which is what prompted this BBB complaint update
## START EMAIL ##
"Kellen,

As a Republic Wireless customer for the past several years, I am spelling out some of the details of my interactions with Republic Wireless since I last emailed you to help paint a picture of the ridiculousness of what I am going through as a customer, simply trying to port my number to another carrier.

In short, no one knows what the problem is regarding the port out request failure, or can provide a definitive solution to complete the port request. I have been told by more than one employee that no one in Republic Wireless has insight into the system to determine the reason for the port failure. Here is a short list of issues that have come from interacting with the company on this topic
- I have had new porting pin numbers created without my account verification or consent
- I have had more than one representatives argue incorrectly on points on what has transpired during this port issue, only to realize they were reading notes on the account in reverse timeline
- I have had a representative hang up on me during our conversation while we were in the middle of a disagreement
- I have been on the phone for over an hour while a representative had a supervisor on chat, who in turn had their own escalation on chat, who eventually told me the escalation stopped responding. They didnt know why, but could only guess that they had left for the day. I had to call back the next day, only to find out that no notes were put in the system for that entire interaction
- I have been told both that there are no tickets for tracking porting issues, and Im not sure why I was told tickets cant be created for porting issues

I am asking for escalated assistance from you, to bring in someone capable of isolating and resolving this issue for me."
## STOP EMAIL ##
The new port out pin number that Kellen advises was created, and that I need to use to again re-attempt to port my number was not authorized by me to be generated. When requesting a port out pin, ******************** asks for several facts to be answered to confirm your identity, including but not limited to the last billing amount and date, last four digits of the card on file for billing, the imei of your device. None of this was asked of me, nor was I made aware that this port out pin number was generated. When I was told by another representative that informed me a pin was created that day, and I stated no one verified my info or mentioned generating a pin; that I never authorized it, they "didnt know what to say".
Kellen, before I submit yet another failed port request, I would like some assurances that someone on the Republic Wireless team has the ability to look into the porting system and determine the error that is occurring, so that progress can be made when the failure inevitably occurs. I have been told by more than one representative that they have no insight into the porting system to identify the error. I await your response.

*************************
Business Response
Date: 04/28/2023
April 28, 2023

*****************************
****************************
*************, ** 27526

Re:BBB Complaint #******** - Rebuttal
A00369756 - *************

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

On April 27, 2023, we received your rebuttal, dated April 24, 2023, filed with the Better Business Bureau.

You requested that we provide insight into the errors being encountered when trying to port your phone number out to a new wireless carrier.

I have reached out to our porting team for any insight that they can provide regarding this issue. They advised me that we are unable to see any port requests or errors associated with your account.

As I advised you by email, if you reach out with the information you are providing in your port out request, we can try to look deeper into this issue.

Sincerely,

*******************************
Corporate Case Manager
Executive Escalation Team
Republic Wireless

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

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

Complaint: 19883725

I reached out to Republic Wireless by Dish for a porting pin number. The pin was valid until 5/5/2023. I submitted a request last week with the pin number. I received a rejection today (5/5/2023) due to the pin number. I tried calling ******************** several times today @ ************** to retrieve yet another pin number to try , and the automated service stated "Due to an unanticipated event, we are unable to handle your call at this time. We apologize for the inconvenience", and hangs up.

Sincerely,

*************************
Business Response
Date: 05/12/2023
May 10, 2023

*****************************
2548 ***********.
*************, ** 27526

Re:BBB Complaint #********
A00369756 - *************

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

On May 10, 2023, we received your complaint, dated May 10, 2023, filed with the Better Business Bureau.

You stated that you attempted to contact Republic Wireless for a new port out PIN, but you were unable to reach a representative.

Please be advised that we are not currently experiencing any issues with our phone systems. Please reach out to Republic Wireless customer service at your convenience to request your new port out PIN.

We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be utilized to improve our customers experience.

Sincerely,

*******************************
Corporate Case Manager
Executive Escalation Team
Republic Wireless

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

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

Customer Answer
Date: 05/16/2023

Complaint: 19883725

****** asked me to send another port request towards the end of April, so they can look to see what the issue might be. I submitted one on Apr 28, and had to go through the many back and forth steps of resubmitting the pin number, updating my address info, then resubmitting another pin due to the length of time for the process to complete. I submitted the final port request today. This is my email to Kellen...
"Kellen,

After some back and forth with submitting the port mentioned on May 1, and having to provide updated address information, and eventually an updated pin number, I finally submitted the port for completion just now. The port was submitted on 5/16 @ approximately 12p EDT. I used the pin number ******, which I received today from Republic Wireless support.

Please let me know what issue you find w the port request.

I would also like to inform you the Republic Wireless online portal indicates my payment method was declined and that my service is going to get suspended in 16 days. The representative I spoke w today informed me there seems to be nothing wrong w my account from a billing or payment standpoint. That should be the case, since my card on file is still valid and not in danger of expiring. Can you confirm one way or another?

*****"

Sincerely,

*************************
Business Response
Date: 05/22/2023
May 19, 2023

*****************************
2548 ***********.
*************, ** 27526

Re:BBB Complaint #******** - Rebuttal
A00369756 - *************

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

On May 18, 2023, we received your rebuttal, dated May 18, 2023, filed with the Better Business Bureau.

You stated that you received notice your payment method was declined and your account is facing disconnection in 16 days. You requested that we confirm whether this information is accurate.

Please be advised that our records show no failed payment nor any indication that the service is facing interruption. As a courtesy, I applied a one-time credit of $25.00 to your account to ensure that the service line remains active. Please allow ******************************************* your account balance.

Please note that the account number you provided via email does not match what our records show. I provided you with your account number via email, and advised you to resubmit your port request with it. If this port-out request is not approved, please enter your telephone number as the account number.

Sincerely,

*******************************
Corporate Case Manager
Executive Escalation Team
Republic Wireless

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

*********************
Initial Complaint
Date:04/01/2023
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 switch to Boost mid February right before they had issues, i tried to switch 2 lines and only was was activated.. i spent almost 3 weeks trying to activate the other line, went to 2 stores and was waived away- they could not help. Finally switched to a different provider and Boost still has that line as pending. I was told they cannot remove the pending status and i would have to go into a Boost store for help. I was told i would not be refunded the money for the *** card. All of this while my husband was unable to work probably as he does deliveries hauling his phone. My monthly payment was made on 3/22/23- apparently within 6 days i had used all my 30g data - which doesnt seem right within itself. I have spoken with several reps and requested a supervisor call back, requested escalations on numerous occasions and no one has reached out. My phone is not allowing outgoing/incoming calls, no texts in or out as well. The Reps advise i should still be able to use even if no data- i am being told it could be my service area because i only have 2 bars- which doesnt make sense either because it was working perfectly fine when i had Data. I went to another location that i had 5 bars and still was unable to use the phone. No incoming calls were coming in and only sounds like a busy signal. Boost has left me out in the dark with a paperweight as a phone. No accountability or empathy for their customers , horrible customer service.
Business Response
Date: 04/28/2023
April 27, 2023

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

Re:BBB Complaint #********
954488926345 - *************

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

On April 26, 2023, we received your complaint, dated April 1, 2023, filed with the Better Business Bureau.

You expressed concern with your Boost Mobile account. You said that your data was used within a few days of your new billing cycle, and your calls and texts failed as well. You also stated that your second line did not activate.

A review of our records indicate that your data was used. Please note that certain apps and services, such as GPS or streaming, use large amounts of data.

Your account is currently suspended due to non-payment. As such, we are unable to actively troubleshoot the issue you reported; however, some factors may have impeded your service. As your phone is an Apple device, the information found at **************************************** may help you.

Otherwise, we off basic troubleshooting steps at ******************************************************************.

Should you restore your service, please contact us for troubleshooting at **************.

Our records show that the $12.96 paid for your second line went toward your March 2023 bill; as such, we are unable to refund that payment.

Sincerely,

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

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

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

Customer Answer
Date: 04/28/2023

Complaint: 19883232

I am rejecting this response because:
I did the troubling shooting with about 4diffrent reps, No one was able to tell me why it wasn't allowing calls or texts. I discontinued service because of the horrible customer service your company has provided. Representatives refused to connect or or even escalte my concerns to a supervisor. There was only one representative who promised me a call back within 30minutes from a sup, that never came. The frustration with this company and the lack of empathy is outrageous. Generic answers and refusal to escalate. When I asked why I wasn't notified that I was nearing the cap on my data I was told your system doesn't allow it, when I asked why your app doesn't show how much data has been used,I was told it's jus not available and you're working on it. Nothing works and your customer service *****.
Sincerely,

***************************************
Initial Complaint
Date:03/31/2023
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.
************ support couldn't help with basic setup of phone new to their service.**** and ignorant customer service representative caused me a lot of headaches and grief.Couldn't answer question and just cut off chat abruptly and was equivalent of hanging up the phone in the middle of verbal conversation.Had to locate the help page that solved my problem on my own.Spent time and effort to go through steps that should have been done by company's employee and not taken me away from conducting business which cost me lost revenue.Need to edit the page at ****************************************************************************************************************************** to link to page at **************************************************************************
Business Response
Date: 04/27/2023

April 27, 2023

Mr. *************************
********************************
********, ** 13156

Re:BBB Complaint #********
261033670047 - *************

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

On April 26, 2023, we received your complaint, dated March 31, 2023, filed with the Better Business Bureau.

You said you contacted Boost Mobile for assistance with activating your phone. You expressed dissatisfaction with the assistance you received. You requested the Boost Mobile website be modified and requested compensation.

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.

Because 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.

We appreciate your feedback and your concerns will be utilized to improve our customers' interactions with our agents.

Unfortunately, your request for a credit cannot be met.

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

Sincerely,

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

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

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

Customer Answer
Date: 04/27/2023

Complaint: 19882635

I am rejecting this response because: company could not even be bothered to issue an apology.
I am cancelling the service and will be informing people about my experience. Not further communication need occur.
I will be recommending people to cancel their service and suggesting other companies that care about their customers. That have up to date help pages so that customers can find answers when support is unable to locate a simple solution either by incompetence or lack of training or an attitude of indifference.

Sincerely,

*************************
Initial Complaint
Date:03/31/2023
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.
Purchased a phone off the website 12/22/2022 was delivered to my home but stolen off my porch, I was told my boost when I called that the phone was activated and on an account that belongs to *******************, So this man has stolen my property off my porch and is now using it and boost will not do anything about it. They will not shut the stolen phone off, and they will not refund **** have called for months and told I will receive a call from a supervisor and no one calls me back, the people I do speak to do not understand the simple sentences that I am saying to them.
Business Response
Date: 04/28/2023
April 27, 2023

*******************************
****************************
******, ** 41048

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

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

On April 26, 2023, we received your correspondence, dated March 31, 2023, filed with the Better Business Bureau.

You said you purchased a phone on our website and when the shipment arrived, it was stolen off of your porch. You requested the phone be locked and to receive a refund.

Please note, it is necessary to file a police report to open a claim for missing shipments. We advise you to file one with your local ****************** Typically, filling a police report can be done online or over the phone.

Once you obtain the police report, scan and email it to ********************************************************* Include your Boost Mobile phone number and order number in the subject line of the email. The full police report should always be sent to complete research.

Sincerely,

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

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

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

Complaint: 19881275

I am rejecting this response because:
I have the police report number in January. This is now May. Everyone I spoke to was aware that I have given the police report and still refused to help.

Sincerely,

***************************
Initial Complaint
Date:03/31/2023
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 attempted to cancel auto pay on 3/28/2023 due to travel to *******. Was advised by a customer service agent over the phone ****************** has coverage in the country. I was later confirmed by the embassy on 3/30/2023 that is not true. My autopay was renewed on 3/30/2023 I called the same day to have my service cancelled and to be refunded; was told a ticket was submitted on my behalf to have to charge refunded. Called again today, as told by **** no ticket was submitted on my behalf. So I was lied to twice by two customer service agents - FRAUD, then told by **** no refund would be given for my multi-month plan. I am dumbfounded at the blatant misinformation, tactics and illegal behavior used to keep my money.
Business Response
Date: 04/27/2023

April 27, 2023

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

Re:BBB Complaint #********
641808446475 - *************

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

On April 26, 2023, we received your complaint, dated March 31, 2023, filed with the Better Business Bureau.

You said you were charged for service you were unable to use. You also expressed concern with the customer service you experienced. You requested a refund.

A $50.19 refund has been submitted in the interest of customer service. Please allow up to 20 business days for processing.

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

Sincerely,

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

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

*********************
Initial Complaint
Date:03/31/2023
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 3/30/2023 at 3:31pm I received a text message from Boost stating Action needed to pay my bill and restore service. I am on AutoPay have been for months. My service was disconnected without any warning or explanation when I contacted customer service. My bill was last paid by AutoPay on 3/5/2023. I use this phone for work purposes only. I asked the customer service agent and supervisor how long my service was disconnected and why it was disconnected, I was told that they knew the answer but refused to tell me. This has caused me great anguish for again this phone is my work. My questions and concerns were not answered. Both Representatives were difficult to understand and made me feel as if I was being scammed. I would like to be compensated for all the trouble and lost revenue by them disconnecting my phone. I am waiting to see if I will be charged via AutoPay as well. I had to go ahead and manually pay the bill to restore the service. I am requesting a refund for the month of service, which is $50.00 for the lost revenue. I also want an explanation as to why my service was discontinued when I am on AutoPay.
Business Response
Date: 04/28/2023
April 27, 2023

*******************************
********************************************************** 19142

Re:BBB Complaint #********
797197209895 - *************

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

On April 26, 2023, we received your complaint, dated March 31, 2023, filed with the Better Business Bureau.

You expressed concern that your service is temporarily suspended, and about the level of customer service you received. You requested a free month of service.

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 indicate that your service was temporarily suspended due to a system issue. In reviewing your calls, I did not find that agents advised you they knew why your service was suspended, but would not tell you.

While we sincerely regret any inconvenience this issue may have caused, we are unable to provide you with a free month of service.

Sincerely,

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

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

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

Customer Answer
Date: 05/01/2023

Complaint: 19880818

I am rejecting this response because: THE ***** IS USED FOR WORK PURPOSES ONLY AND IT CAUSED GREAT CONFUSION AND LOSS OF REVENUE. I SHOULD BE COMPENSATED FOR THAT ALONE. IF YOU LISTENED TO THE CUSTOMER SERVICE CALL, IT WAS STATED VERY CLEARLY, THAT THE AGENT SAID HE KNEW WHY MY ACCOUNT HAD BEEN SUSPENDED AND WOULD NOT TELL ME AS TO WHY. YOU SAID THERE WAS A SECURITY BREACH, I AM NOT CONFIDENT THAT MY INFORMATION IS SECURE WITH YOUR COMPANY. I EXPECT A MONTH OF SERVICE REFUND FOR LOSS WAGES YOUR COMPANY CAUSED.

Sincerely,

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

*******************************
************************
************, ** 19142

Re:BBB Complaint #********
797197209895 - *************

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

On May 8, 2023, we received your rebuttal, dated May 5, 2023, filed with the Better Business Bureau.

You maintain that you are owed a month of free service and that a Boost Mobile agent declined to provide you information regarding your service.

Please refer to my previous response wherein I advised you that a review of your contact with ** did not reveal any instance wherein an agent advised you that they knew the reason your account was suspended but declined to tell you. The agent explained that our systems were not fully restored, so they could not provide the information you were requesting at them time. During your call, you accused the agent of withholding information, but they again explained that our systems were not fully restored and they could not address your inquiry at the time.

Please note that our forensic investigation of the February 23, 2023, incident revealed that no customer information was extracted.

While we sincerely regret any inconvenience, we are unable to provide you with a free month of service. As a courtesy, I applied a $5.00 credit to your account.

Sincerely,

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

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

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

Customer Answer
Date: 05/15/2023

Complaint: 19880818

I am rejecting this response because: I would like to hear the customer service recording of the conversation.

Sincerely,

***************************
Initial Complaint
Date:03/31/2023
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.
On Sunday March 19th at 10:46am my cellphone service was turned off by Boost mobile. I then recieved at that time a text message as well as an email that stated, "Action needed! We are here to help pay your bill and restore your service." My bill is not due until April 12th though. I have the $50 unlimited data and text message plan so it wasn't caused by any overages. I contacted Boost that day and was on the phone for 3 hours trying to figure the issue out. They continue to say the account was suspended by customer initiated. I never did this nor do I even know how to do this and this doesn't make sense anyways with the emails and text I recieved from boost to pay my bill to restore service. They said the issue would be fixed and my phone would be on within 24 hours. It is now day 6 of my phone still not being turned on and I have called every single day and everytime it's a different reason why it's not back on. Now today they are stating the system is being worked on and they can't do anything to fix the issue and they have no timeframe as to when it will be fixed. I was issued a $25 credit yesterday which is nothing but pretty much covering the days my phone has been on. I have received nothing for the inconvenience and troubles this has caused me for almost a week now. I have tried to speak to a supervisor several times and they say I can't they are busy. So I'm paying for a service I can't use and they can tell me nothing about when it will be fixed. I have to use my phone for work and I have a younger daughter in school and I need a phone in case of an emergency and Boost mobile could careless. This seems like complete fraud to me and I want answers as well as compensation more thana $25 bill credit. Worst customer service ever
Business Response
Date: 04/27/2023
April 27, 2023

Ms. ***********************************
******************************************
********, ** 43228

Re:BBB Complaint #********
106410803437 - *************

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

On April 25, 2023, we received your complaint, dated March 31, 2023, filed with the Better Business Bureau.

You said your Boost Mobile service was suspended and you were unable to ascertain why.

Our records indicate that your account was transferred from the Legacy Boost system to the New Boost system on February 15, 2023.

The payment that was applied to your Legacy Boost account had not been transferred to your New Boost account and it was charged back by your bank. Per our policy, the chargeback caused your service to be suspended until those funds are replaced.

We sincerely regret any confusion this issue may have caused.

Sincerely,

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

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

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

Customer Answer
Date: 04/27/2023

Complaint: 19880341

I am rejecting this response because: My phone was suspended on March 26 it is now April 27 and my phone is still not on. I have called customer service every single day almost and I get the run around every single time because no one is able to give me an answer to why my phone was suspended. I have spoke to several supervisors and one told me it was due to fraudulent activity on my activity but no other details were provided besides for me to email a company and ask them what the situation was I got it reply back from the company that said there was no fraudulent activity on my account. I spoke with a supervisor over a week ago and she said she put a different ticket in to have my account reviewed to figure out why my account was suspended I called back 3 days later and the representative told me that the supervisor did not put the correct ticket in so I had to wait again another 3 days so here I am once again with no service on my phone. Now you're telling me that I have a chargeback on my account which should not be correct because for one I told them to take off my auto pay for my account and if what your telling me is true they obviously once again did not do their job. My bill was paid in store on March 13 and has since been paid for this month which I haven't even used the service one time and my bill for next month is already is paid as well. So I'm not understanding what would even need paid anyways. Regardless of whatever the situation is why has it now taken over a month to get a response from anyone. I have been told about 10 different reasons why it's been suspended. They told me at the beginning when I first started calling that they thought it was the charge back reason also they put a ticket in for that to be looked into and I called back a few days later and was told they reported that was not the reason now you're telling me that this is the reason so what is the real reason. I have been without a phone for a month now I have a daughter that is 11 years old that was sick at school and the school was unable to call me because I don't have cell phone service I also miss supervisor at my job and have to have my own cell phone for employees to contact me and I'm not able to do that as well. There's no reason that this should be taking this long to resolve and your reply back to this doesn't do anything to resolve the issue you don't even give me a amount or any kind of receipt that shows me where the chargeback or when it even happened on my account so if I were to have to pay something what am I supposed to pay you don't tell me anything. And every time I call the first thing I said was that you count was customer initiated for the suspension which I obviously never did. Your reply is not acceptable to me because my issue is not resolved whatsoever and it's absolutely ridiculous customer service for it to take this long you have inconvenience my life more than I can even explain. Absolutely unacceptable.

Sincerely,

***********************************
Business Response
Date: 05/09/2023
May 5, 2023

Ms. ***********************************
******************************************
********, ** 43228

Re:BBB Complaint #********
296758776 - *************

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

On May 3, 2023, we received your rebuttal, dated May 2, 2023, filed with the Better Business Bureau.

You said that your service was still suspended and you did not request it to be.

I reached out to our Billing Team and found that you disputed a payment made to your Legacy Boost account. When your bank charged back that payment, your service was suspended as a result. In order to restore service, the $62.00 chargeback must be repaid.

We sincerely regret any inconvenience or confusion this issue may have caused.

Sincerely,

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

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

*********************
Customer Answer
Date: 05/12/2023

Complaint: 19880341

I am rejecting this response because:
My issues have still not been addressed or even recognized and you obviously don't understand what I'm trying to say. There should NEVER have been a charge to my account at all because 2 weeks before my bill was due I called customer service and told them to take me off of Auto renewal and to remove the credit card from the account they did not do that so therefore they charged my account when I did not authorize them to do that because I was told by them over the phone they were going to take care of it so therefore it's your fault that you charge my card and that the amount was declined because I paid my bill that month still but I went in person and paid it at a store. So your still telling me that I need to pay this $62 because I disputed it with my credit card company for an error on your end. My second issue is this happened numerous numerous months ago even before my phone was suspended I never got any email never got a contact from anyone even tell me that this situation was even happening to where even if it was true I could pay the amount before my phone was suspended. Another thing why did it boost over 2 months for you to come to this conclusion of why my phone was suspended anyways. Because when I first called when it was first suspended I was told they looked into see if it was charged back reason and they said it wasn't but now you're telling me it is and in the meantime in those two months I was told 50 other reasons why it was suspended and every time it came back it wasn't that reason. How can I be accountable for something that I have no documentation of that didn't even happen because my understanding was that the charge wasn't even supposed to happen because I called to have it removed from my account and was told that it would be so now you're telling me I had to pay the $62 for something that I didn't even do I paid my ******************* that month but even though I only got to use a month of that service the inconvenience that you guys have caused me for the past 2 months is unreal there's no reason that I should have to go through all this to find out why my phone was suspended that was caused by a representative not doing their job obviously. Every time I call the first thing they say is that I noted on my account that the account was suspended due to customer initiated I didn't initiate any of that. I have not one documentation of anything that I have on my end that said what the reasoning was. I spoke to several supervisors in the meantime of this whole situation happening none of them could provide me with any answers how is that customer service when you you're telling me one thing now how do I even know that's true I don't see anything that shows that on my account I don't see that charged where I can even pay that on my account so you tell me how that's my fault that I'm needing to pay this you didn't even apologize to me either for this inconvenience at all you understand that I have a 11 year old daughter that was sick at school and her school couldn't contact me because of this phone being shut off. And you would think after all this issues that I've had that even if that was the issue of the $60 needing to be paid you would just go ahead and wave it because of the hassle and time and inconvenience that I've spent on this whole entire situation that did not stem from anything I did. I have never dealt with a customer service company as bad and poorly as yours. I have a $56 credit on my account as well right now why wouldn't they just go ahead and take that from the amount that I owe if that is what the case is? Could you answer all these questions for me please and not just say one thing because that's not what my only issue is at this point. You have caused so much trouble in my life these past 2 months you have no idea. Call the other day and try to speak to a supervisor they tried to transfer me to one I was on hold for 3 hours for the representative to say they was an error to transfer me to a supervisor and that I needed to call back the next day do you understand how much time has been taking away from my life dealing with the situation because no one knew anything how do you just not know anything about account that you suspended please answer all these questions I've already filed a complaint with the *** as well just so you know because it's absolutely unacceptable.
Sincerely,

***********************************
Business Response
Date: 05/22/2023
May 18, 2023

Ms. ***********************************
5920 ******************.
********, ** 43228

Re:BBB Complaint #********
106410803437 - *************

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

On May 16, 2023, we received your rebuttal, dated May 15, 2023, filed with the Better Business Bureau.

You said that a charge should not have applied (because you removed AutoPay and the credit card information from your account) and you were advised your balance would be credited. You also disputed the timeline of your billing and suspension. Additionally, you mentioned you filed the same complaint with the ******* Communications Commission.

Your chargeback was received, processed, and then your service was suspended within three daysnot several months, as you alleged. The payment in questions was made via AutoPay and our records reflect no requests to remove it prior to the charge nor were any offers made to waive a months charges.

Our records show that the two payments applied to your new account were made through Boost Mobile stores. Both were manual payments. Boost Mobile requires that certain information must be retained, including payment information. Agents are not able to remove payment information from an account unless it is replaced by another payment method.

We are unable to restore charged-back payments with credits applied to your account. Our records show that your service has been restored.

Once I receive a copy of your ******* Communications Commission complaint, I will provide a written response.

Sincerely,

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

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

*********************
Initial Complaint
Date:03/31/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid a boost mobile cellphone bill on February 23rd and the phone had been disconnected and we were never told about it and they still took the $57.00 off my card and we haven't had service on the phone any. I been getting the run around. Please help
Business Response
Date: 05/01/2023
April 27, 2023

*****************************
**************************** 56
*********, ** 24701

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

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

On April 27, 2023, we received your complaint, dated March 31, 2023, filed with the Better Business Bureau.

You stated that your service was disconnected after a payment you made in February (2023). You are requesting a refund.

I was unable to locate a Boost Mobile account in your name or with the information you provided.

If this payment was not authorized, please dispute it with your financial institution.

Sincerely,

*********************
Manager - Retention Operations
Executive Escalation Team
Boost Mobile

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210
Initial Complaint
Date:03/31/2023
Type:Order 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.
This transaction occurred March 23 over the phone with Boost Mobile customer service. Paid for phone, they mailed it to the wrong address. I asked when they would send me a new phone, they said they had to do an investigation. Why? They already knew the phone was returned to them!! This has been part of a longer term problem with Boost when their system crashed! I haven't had my phone for nearly two months! They still haven't resolved the issue!
Business Response
Date: 04/27/2023
April 25, 2023

*********************
****************
*******, ** 62526

Re:BBB Complaint #********
390288387232 - *************

Dear Mr. *************** April 24, 2023, we received your correspondence, dated March 31, 2023, filed with the Better Business Bureau.

You said that you purchased a phone on March 23, 2023, yet it was sent to the incorrect address. You requested a store credit.

Our records indicate you were charged $5.46 on March 22, 2023, and the phone arrived back at our warehouse on March 27, 2023. A refund of $5.46 has been submitted; please allow up to 20 business days for processing.

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

Sincerely,

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

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

*********************
Initial Complaint
Date:03/31/2023
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.
In 2021 I got an iPhone 12 pro *** from boost. The phone is paid off and doesn't come with any payment plan. My family used it for like a year then they gave it to me. I started having my phone number with boost which is **********. During the cyber security attack, I couldn't be able to access the internet with their services, they have too many services interruption. i've tried to call boost customer service since 02/24 until today 03/31/2023. the first time I was able to reach them was on 03/14. i've requested a carrier unlock for my phone, and the representative was completely lied to me. I got upset because this guy said unlocking an iphone will take a process, and he already did that process I only have to wait in 1 week there is no email confirmation because they said the system was down, my phone will be automatically unlocked and if not I have to call again. After one week, nothing happened, I awared that they lied to me, so I tried to call them again, another one said they didn't have the tool and it's another liar because they tried to s**** me up to the trash and poor wireless provider such as them. Unlocking doesn't require any tools and only need approval from the network provider as I have unlocked many phones with all major carrier such as sprint, tmobile, ******** consumer wireless, mint mobile, visible, and att before. Last sunday 03/26 and saturday 03/25, I attempted to call them again 3 times and one said they are gonna get my phone unlock right away after the call, another said I have to wait until they have the tool and they gave me no estimated time for it. The last one I talked to told me I have to wait until next week for them to be able to unlock. i hated being played like this and they absolutely treated the customer like the animals and we have to beg them for the service even I pay them full amount with autopay. I want to have my phone imei *************** to be unlocked and I want boost to provide my account and pin so I can port out
Business Response
Date: 04/27/2023
April 25, 2023

***********
*********************************>********, ** 97236

Re:BBB Complaint #********
445268225297 - *************

Dear Mr. ************* April 1, 2023, we received your complaint, dated March 31, 2023, filed with the Better Business Bureau.

You said that you were given an iPhone 12 Pro *** that Boost Mobile is refusing to unlock. You mentioned you have called several times requesting this, but the systems are down. You requested your phone be unlocked, and your account number and port-out *** be provided.

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.

We have restored many of the systems affected by the incident that occurred in late February. The vast majority of our website, customer care functions, self-service applications, and payment systems are now operational. Agent support is available, although wait times may be longer due to higher volumes at certain times of day and the particular type of service the customer is inquiring about. ************ account capabilities are available to customers through mydish.com. We appreciate our customers patience and support.

Please note that phone number portability is regulated by the ********************************* (FCC) 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 ******'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.

*** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. 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).

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

As the phone is showing as not active on your account for 12 consecutive months we respectfully decline your request to unlock the phone. The phone will be eligible for unlocking on October 7, 2023.

Your account number is ************ and your port-out pin is ******.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

*********************;

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