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: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

*********************;
Initial Complaint
Date:03/30/2023
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.
Activated service and was given a number for a different city , they told me only way to fix problem was to close account and start new one and lose the money on the first account They can't update the new phone They can't change numbers They can't give proper credits They can't add account notes ************ rushed to open at the cost of the customer
Business Response
Date: 04/04/2023

April 1, 2023

***************************
************************************************ 2
*******, ** 47250

Re:BBB Complaint #********
877820961371 - ************

Dear Mr. ******:

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

You said you opened up a new account with Boost Infinite. You expressed dissatisfaction that you were provided a phone number for a different city. You requested to update the information on your account, but you were informed a new account would need to be created to do so. You also expressed concern with the customer service you experienced.

Please note that area codes are designated by the address provided when an account is first created. You were provided the correct advice when the Boost Infinite agent informed you that a new account would be necessary to get a new phone number due to the nature of your request.

Our records indicate that there your account it set to disconnect automatically on April 26. 2023.

If and when you create a new account, we urge you to use an address that is within the desired area code. A new email address will be required, and the billing address for the credit card you use will need to match the service address.

Sincerely,

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

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

*********************
Initial Complaint
Date:03/30/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am so disgusted with Boost Mobile and I agree with everyone who has also shared their experience. They hired all of these offshore agents who have no idea what they are doing and they are extremely rude. I have copies of the entire chat if you guys claim that you do not have access to it. I have spoken with 6 agents now just to activate my phone. No one helped. One agent even ended the chat without a word. Another agent transferred me to another agent without a word. These agents are incompetent and should not be able to assist any customers. I am not sure why they can not afford to hire US agents. I still have not gotten any of my sim cards activated. All of the agents kept being rude and finally said call or go into the store. If the website says to chat with an agent; then why would they say go to the store. If I do not get this resolved. I am sending this crappy sim cards back and going to T-mobile where they care about their customers. Horrible experience.
Business Response
Date: 04/27/2023
April 27, 2023

***********************
************************************* 101
*******, ** 23831

Re:BBB Complaint #********
303212676891 - *************

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

On April 24, 2023, we received your complaint, dated March 30, 2023, filed with the Better Business Bureau.

You stated that you are upset Boost Mobile employs people overseas. You also stated that you have been unable to activate your service, but you do not want to go to a retail location as advised by our representatives.

Please be advised that in order to provide round-the-clock assistance and to ensure that we keep the price of your service affordable, we do use overseas call centers.

Our employees have advised you to seek assistance at a Boost Mobile retail location, as they can provide better service on a case-by-case basis and assist with activating your Boost Mobile service.

Sincerely,

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

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

*********************
Initial Complaint
Date:03/30/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My fiance had purchased a $50 boost card and called to add it to my account on *********. The service was not turned back on. To make a long story short, eveytime I called to ask why the money wasn't credited to my account on 3-24-23 they would tell me that the card was already used. Out of the 5 time's I called the representative refused to allow me to speak to a supervisor or manager. I went online and Found out to my dismay that boost mobile had cancelled all accounts that didn't change from 3g to 4g or 5g. I was NOT made aware of this change because I had paid for January 2023 , February and March 2023. They say they have no records of me paying but I still had service in January and February 2023.I want the $50 reimbursement back because I had no idea what they had done since I still had service in March 24 ,2023.So
Business Response
Date: 04/27/2023
April 27, 2023

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

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

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

On April 24, 2023, we received your correspondence, dated March 30, 2023, with the Better Business Bureau.

You stated that you were unable to apply your ReBoost card to your account, as it has already been used. You also stated that you were advised that your service had been canceled due to the shutdown of our **** network. You requested that we provide a refund of $50.

Boost Mobile has historically provided service on the **** Network, which was operated by Sprint. After Sprint and T-Mobile merged in July 2021, T-Mobile announced its plan to shut down the remaining Sprint cellular towers, meaning phones that access the Sprint Network will no longer work. Despite our requests to delay this, T-Mobile refused and the old networkand all phones/devices on it (including yours)--stopped working on March 31, 2022.

If you would like to continue to receive Boost Mobile service, you must buy a new phone or upgrade to a SIM card compatible with our Expanded Network. If your plan is also not compatible, please select an available one. We strongly suggest that you visit ************************************************************************************* or your nearest Boost Mobile store for more information.

We regret any inconvenience you may have experienced.

Please be advised that I am unable to locate your account with the information provided in your complaint. Please reach out with your telephone number or the email address associated with your Boost Mobile account, and I will gladly research the matter further.

Sincerely,

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

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

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

Customer Answer
Date: 05/01/2023

Complaint: 19877261

I am rejecting this response because: Boost mobile had cancelled my account and phone number so I was unable to use my account and cell number to even verify I had an account with **********************. I was forced to get another new cell phone number just so I could keep all my important contacts and transfer all my previous email etc to a new phone I had to pay for a new boost mobile phone. I could of canceled boost mobile but I would loose everything I had on my old phone. It's amazing that boost mobile doesn't have any info about my account, even when I had my account for over two years.
*****************************
Old number: ************
***************************
*************************************
********, **** 43204

Sincerely,

***************************
Business Response
Date: 05/11/2023
May 8, 2023

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

Re:BBB Complaint # ******** - Rebuttal
590180447755 - *************

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

On May 8, 2023, we received your rebuttal, dated May 4, 2023, filed with the Better Business Bureau.

You rejected my response as you stated that Boost Mobile canceled your account, and you were forced to get another phone number. You indicated this was the only way to keep your contacts and emails

Thank you for providing the telephone number associated with this account. Our records indicate that your service was interrupted, as we did not receive your payment due March 20, 2023.

Due to the prepaid nature of Boost Mobile wireless service, if payment is not received by the due date your service is interrupted. You can restore your service by making your monthly payment of $50.00.

Please note that the storage of your emails and contacts are not dependent on being connected to a wireless network. Your contacts are stored on the device memory, and your emails are stored on a server by your email provider.

Sincerely,

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

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

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

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Boost Mobile is NOT a BBB Accredited Business.