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

5,034 total complaints in the last 3 years.
1,493 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: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.
As of February 2023, boost mobile lost access to its servers, and are no longer able to provide me the phone service they've committed to me. I have paid my phone bill of $57. And still not received service. Today I was told my account has been suspended, due to technical difficulties on their side. When I asked for my imei to be unlocked, I was denied due to more technical difficulties. This resulted in me losing thousands in work. And I am now left with a device I cannot use. I am asking that my imei is unlocked. Or a refund on my device so that I may buy another.
Business Response
Date: 04/28/2023

April 27, 2023

*********************************
******************
*********, ** 21211

Re:BBB Complaint # ********
295590328417 - *************

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

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

You said your phone service was suspended without your consent. You indicated that you attempted to contact Boost Mobile to have your phone unlocked, yet you were unable to get assistance. You requested a $57.00 refund and for your phone to be unlocked.

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.

A $57.00 refund has been submitted in the interest of customer service. Please allow up to 20 business days for the refund to be processed.

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).

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

Sincerely,

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

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

*********************
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.
Boost mobile was offering ********************** service for $30 online ,I inquired about it , they sent me a sim card stating it's free but needed my credit card info that wouldn't be charged until the service was working..the sim card was invalid in my phone,so I called them and they said it will be cancelled soon..a few days later they charged my account for the monthly service that I don't have. And they won't refund the money
Business Response
Date: 04/28/2023

April 27, 2023

Mr. ***********************
24 ****************.
**********, ** 13905

Re:BBB Complaint #********
619873034144 - *************

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

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

You said you were charged $30.00 without your consent for service that you were unable to use. You requested a refund.

Our records indicate you were charged $27.74 on April 8, 2023. A $27.74 refund has been submitted in the interest of customer service. Please allow up to 20 business days for the refund to be processed.

We regret that your initial experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future.

Sincerely,

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

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

*********************
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.
On Black Friday, 11/25/22, I walked into boost mobile and they offered a free new phone with active service transfer and a $200 **** gift card. To obtain the gift card, the customer is required to make 3 consecutive on time cellphone payments , provide an active email address , and allow a 6 to 8 weeks timeframe for delivery via email or postal mail. My payment due date was 25th of every month. I made all required payments prior to January 25th. The 6 to 8 week time frame expired on 3/22/23. From mid January 2023 until March 28 2023, boost mobile experienced a complete system failure , aka they were hacked, and couldn't process payments, activate new services, nor could take customer service calls. I elected to use the online chat on 01/21/23 and was informed that the gift card is notated on the account and to allow the 6 to 8 weeks time frame from Jan 25th even though I had already made all 3 payments prior. Now on March 31st, the first time I'm ever able to get through the customer service line since the system failure, the rep tells me the gift card won't be furnished until some time after " 4/18/23 and upwards". This is false advertisement!!! I requested for a supervisor call back and never rcvd it. The following day, 4/1/23, I contacted boost mobile again and was told due to system issues, aka ongoing hacking, they can't furnish the gift card at all and to check for updates online. When I requested a supervisor, it was denied stating everyone is taking calls and provided no resolution. Again this is false advertisement. I would've never left metro pcs if the $200 gift card wasn't offered. Can this issue please be resolved?
Business Response
Date: 04/28/2023
April 27, 2023

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

Re:BBB Complaint #********
425443268557 - *************

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

On April 2, 2023, we received your complaint, dated April 1, 2023, filed with the Better Business Bureau.

You stated that you signed up for a Black Friday deal where you would receive a $200.00 **** Gift card after making three consecutive on-time payments. You stated that you made all required payments prior to January 25, 2023. You contacted customer care through chat and your account was notated, and to allow six to eight weeks for processing of the gift card. We then experienced a system failure and were unable to provide assistance when you called on March 31, 2023, to inquire about the gift card status.

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

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

A $200.00 credit has been applied to your account in lieu of the gift card. 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:04/01/2023
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.
On 03/27/23 at about 7:30 p.m pst, I contacted boost mobile to ask a few questions about my account, after which I hung up with the representative from customer service I received a text message informing me that my phone number has been changed from a ********** number to a ******** number. At that time I contacted boost Mobile immediately ask them why am I getting a new number when I did not authorize it request it and had no knowledge of them changing my number. I spoke with a supervisor who informed me that it will be about 2 hours for me to get my original number put back. The following day I called boost Mobile customer service again to ask what the status is of my original number to be returned, at which time I was informed by another representative that they lost my original number and that they need to transfer my complaint / issue to another department where it can take up to 72 hours for them to locate my original number. I then called boost Mobile customer service back on Thursday to ask them what the status is due to my bank account not being able to access because the security code will be sent to my original number which I no longer had. I was then informed that the only way for me to possibly get my original number back is by paying a $15 service fee to change the new number back to a ********** area code at which time they will attempt to locate my original number then I would have to pay another $15 fee. They did not have my permission to change my number in the first place. A representative from boost Mobile use my personal identity to change my number without my knowledge. It is technically considered identity theft. I've been in contact multiple times trying to get this resolved however due to the incompetence of boost Mobile and consistently dealing with FIFA that have no idea what is going on I feel that in the best interest that I need to take legal actions and file a complaint as well as possibly furthermore actions for identity theft.
Business Response
Date: 04/28/2023
April 27, 2023

***********************
********************************
Canoga Park, ** 91304

Re:BBB Complaint #********
516281256 - *************

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

On April 2, 2023, we received your complaint, dated April 1, 2023, filed with the Better Business Bureau.

You stated that you called ** on March 27, 2023, to inquire about your account. You said that shortly afterward, you received a text message indicating your phone number had been changed. You called ** and you were advised that it would be about two hours before you could get your number back. The following day you called ** again, as the number was not changed yet and this time you were advised it could take up to 72 hours. You claim that a Boost Mobile agent changed your number without your authorization, and you requested your original number back and a free month of service.

Our records indicate that you changed the number through your online account (12 minutes prior) before contacting ** on March 27, 2023. You were informed that we would be unable to recover the number, at which time you insisted on another 818 area code number and two weeks of free service.

At this time, we are unable to recover your previous phone number. A market transfer was completed, at no cost to you, to change your area code back to 818.

We respectfully decline your request for additional credits, as the number change was initiated through your online account. If you suspect someone logged into your account without your authorization, we recommend that you update your password and account PIN.

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:04/01/2023
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 paid my $100 phone bill on 3/29 for service for the month of April (picture attached). Today (April 1st) my phone account was suspended and was telling me to make another payment. Boost went through an integration of some sort and it appears that all my previous payment history was on their legacy account and now they want to charge me again. I can't get support through their customer support because no one at ********************** seems knowledgeable on how to handle the issue. I have decided it's best for me to change carriers because Boost's service is awful and they do not help their customers when they have issues with their service. I want a refund of $100 I paid for the month of April. It is April 1st today and I am changing carriers.
Business Response
Date: 04/28/2023
April 27, 2023

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

Re:BBB Complaint #********
138012389137 - *************

Dear Mr. **************** April 2, 2023, we received your complaint, dated April 1, 2023, filed with the Better Business Bureau.

You stated that on March 29, 2023, you made a payment of $100.00, but it did not reflect on your account and your services were suspended on April 1, 2023. You said that you received a notice on your phone to make another payment to restore services. You were unable to reach customer care to discuss this, so you switched providers. You requested a refund.

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

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

Our records indicate your account is disconnected and a refund of $100.00 has been requested.

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

Sincerely,

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

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

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

Customer Answer
Date: 04/28/2023

Complaint: 19884278

I am rejecting this response because: This statement issued by Boost Mobile says that a request for $100 refund has been requested; it does not state that it has been issued. I want a full refund provided to me before I **** this issue resolved.

Sincerely,

******** *****
Business Response
Date: 05/10/2023
May 5, 2023

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

Re:BBB Complaint # ********
138012389137 - *************

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

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

You rejected our response as we stated a refund would be requested. You said you are not marking this issue as resolved until you receive your refund.

Our records indicate that a check was requested to be sent out to you on April 27, 2023, for $100.00. This refund check will be sent to the address provided on your complaint.

Sincerely,

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

********** / ******* 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.
Compaint again Boost Mobile.We lost service on 3.12.23 I tried to log into the account to make my monthy payment. I found out quickly that Boost Mobile was having serious service issue. I called to see if I could get them to take my payment. I was told no, all systems are done and was told I would be reactivated with a free month very soon. As I was unkownlying required a month prior to change how we would log in and add an email to out accounts I could no longer see activity in my account. 5 days later still no "promised free activation" We treck to a store and make a payment. We were told by the vendor that Boost lied about the free month. At this point we were very angry and decided that we would switch carries. I called in and got our account numbers as well as the transfer pin we would need for the new provider. They assured me our phones were unlocked and we were able to transfer. Background: We have been customers with Boost for a little over 6 years. We pay monthly, we own our phones outright and the two we have now were purchased 2+ yrs ago. Boost with automatically unlock a phone after 12 months of continuous service with them. My phone was unlocked. However, we found out today that my husbands phone is still locked. We called Boost to see if they could do what they had already told me was done not even 6 days ago. I was told after getting through to the right department and correct person that Boost currently doesn't have the ablility to unlock phones as that system is still down and they do not have an ETA of when it will be back up and running. So now I am held hostage as I can't transfer my phone to the new provider and if I want coverage i have to continue paying them until they can fix this issue. The *** at Boost told me to get a new phone and transfer my number to the new provider. Thanks, but I own a perfectly good iphone now that I want to take with me as its mine. I am also seeking legal advise as I have lost wages from this, time, energy and expenses running around. I do not want Boost to get away with this. They have made false claims of help. They are holding customers against thier will.Not communicating adequately and truthfully with thier customer base. Customer personal information has been exposed to hackers and ransomware. Im angry and frustrated. **************, MI
Business Response
Date: 04/28/2023
April 27, 2023

*********************************
******************
*********************, ** 48189

Re:BBB Complaint #********
805263268353 - *************

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

On April 26, 2023, we received your complaint, dated March 30, 2023, filed with the Better Business Bureau.

You said that you had issues with your service and you have been unable to port out your number. You also requested your husbands phone be unlocked.

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

On February 27, 2023, we became aware that certain data was extracted from our IT systems as part of this incident. Its possible the investigation will reveal that the extracted data includes personal information. The forensic investigation and assessment of the impact of this incident is ongoing. The security of our customers data is important to us, and if we learn that personal information was compromised, well take the appropriate steps and let impacted customers know.

Please note that, for a time, Boost Mobile was unable to process payments. As such, we instituted a moratorium on account suspensions. As soon as we were able to process payments, that moratorium ended. By March 10, 2023, we offered a secure payment form online. By March 25, 2023, payments could be processed through ones online account at My.Boost.com.

Please note that the ********************************* (FCC) regulates phone number portability and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include, but is not limited to: account number, account holder's name, phone number, five-digit ZIP code, passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.

Our records show that your phone number has been ported and your account canceled. Additionally, we show your husbands phone is already unlocked.

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

Sincerely,

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

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

*********************
Initial Complaint
Date:04/01/2023
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.
Made a purchase was unable to use service. Then a year later charges again and being told they cannot cancel or refund
Business Response
Date: 04/28/2023
April 27, 2023
*************************
225 ************.
*********, ** 24739
Re: BBB Complaint #******** ************- *************
Dear **************:
On April 26, 2023, we received your complaint, dated April 1, 2023, filed with the Better Business Bureau.
You said that you were charged for service you could not use.
Our records show that you initiated the $100.00 12-Month Unlimited Plan in March 2022. As you were enrolled in AutoPay and your account is still active, your plan renewed on April 1, 2023. A system issue caused a second payment to be processed as well.
One payment has been refunded, and the second will be refunded as soon as your account is canceled.
We sincerely regret any inconvenience this issue may have caused.
Sincerely,
****
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,

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

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