Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

Customer Complaints Summary

4,980 total complaints in the last 3 years.
1,597 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:12/13/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
on November 10th I paid my cell phone bill so that I would not lose my phone number it was at risk of becoming inactive because I had not paid the bill due to the fact that my phone had been smashed and destroyed rendering the screen useless I was not able to receive calls on the phone because it was stuck in airplane mode. Boost mobile even sent me a $50 credit so that I could pay my bill in case I needed the help which I did use I put the difference with it and kept the number active because I had every intention of getting the upgraded phone that I was eligible for. I called customer service and spoke with one of the representatives over the phone from an actual physical store this was around the 22nd of November keep in mind I had paid the bill and kept the number active on the 10th of November Until the 9th of December they said but I went to the actual physical store because I was not able to receive calls on my phone which is something they wanted me to do in order to give me my account number the call ended up taking too long and the store had to close so I had to hang up with them once I got back home I was no longer able to access my account or my phone number or email or anything was non existent in the system it was like I never existed it was like I never had that phone number for three years or more which I did And this is my phone number I used for everything is it listed number on all my accounts is very important that I have that phone number back and I've been fighting with him for over a month straight now to get it back I have emails from them I have the *** card from the phone which should link me to the account but every time I call them I get to run around I get hung up on I get transferred to yet another person that is unable to help me and then transfer back to the same department I just talked to I have talked to them numerous times for hours on end in every call ends up with me in tears and without my phone number no one ever told them to close my account I would not pay the just to have them deactivate the account A few days later it makes no sense there was no reason for it and there's no way to recover it now or so they say
Business Response
Date: 01/09/2023
January 6, 2023

*****************************
1021 **********.
*********, ** 15902

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

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

On December 16, 2022, we received your complaint, dated December 13, 2022, filed with the Better Business Bureau.

You said your phone was damaged and you intend to get a replacement phone to keep your account active. You indicated that you visited a Boost Mobile store and you were unable to access your account after the visit. You requested to be eligible to receive an upgraded replacement phone and to get your account restored so you can keep your same phone number.

It is advised that you visit a Boost Mobile store to receive a new SIM card and to inquire about getting a new phone. Please note that the BoostUp! program for phone upgrades is no longer available as it expired in November 2022.

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

Sincerely,

*******************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Tuesday through Saturday 8:00 am 4:30 pm MT
**************

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

*********************
Initial Complaint
Date:12/13/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order this morning 12/13/2022 for the ******* Galaxy A23 phone for $9.99 and the unlimited talk, text and data for $40.00 a month however; they took my money ($51.30) immediately from my account but then gave me an error message saying that my request couldn't be completed! I tried again and then they tried billing me immediately $363.78 which was declined by my bank and when I used the online chat feature...... they kept telling me that they needed a PIN number and I explained multiple times that I didn't have one because I had just placed my order. The customer service rep kept telling me that she needed a PIN number and again I explained that I didn't have one yet and she said that she could see my order but wouldn't answer me when I asked if I would be getting my order or not and kept telling me to be patient and blah blah blah. She never gave me an answer as to whether or not I would get my order or did they just steal my money! She kept saying that I should have gotten an email from them with my order on it but I told her over and over that I didn't/haven't received any emails from them. She finally told me that I just needed to tell my Bank that it's a fraudulent charge?? Now I have to wait and hope that I get my money back in possibly ***** days from my bank when it should have been refunded immediately from them!!
Business Response
Date: 01/04/2023
December 27, 2022

**************************
714 **********., Lower
******,** 43609

Re:          BBB Complaint #********
                150719325194-2022-12-11670

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

On December 16, 2022, we received your complaint, dated December 13, 2022, filed with the Better Business Bureau.

You stated that on December 13, 2022, you attempted to place an order for a ******* Galaxy A23 for $9.99 plus unlimited talk, text and data for $40.00 a month, but during the process you received an error message. You said that the funds were still deducted from your account. You have been unable to get this resolved by contacting customer service, and you requested a refund of $51.30.

In our email correspondence, I informed you that an error occurred during the checkout process, which stopped the order. You were advised at that time that the funds would be released within a few business days. You confirmed the funds were returned and you were able to place another order successfully.

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

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

Sincerely,

*********************************
Sr.Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Tuesday-Friday, 8:00 am-4:30 pm & Saturday, 7:00 am-3:30 pm MT
*************

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

                *********************
Customer Answer
Date: 01/04/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:12/13/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had went to this Boost Mobile location they had a promotion if you switch your service you'll be able to get a month service for free switching from a different cell phone provider it is pretty much false advertisement they lied misleading me to buy their product just for them to get their sales too many businesses getting away with lying to the customer just to gain profit
Customer Answer
Date: 12/17/2022
I am looking for a refund they refuse to give me my refund and tried to give me a gift card for my refund I didn't pay my gift card I paid by my debit card which it was Cash I want this business investigate it due to the fact of the unfair business practice that is against regulations knowingly misleading me as a customer for profiteer
Business Response
Date: 01/23/2023
January 11, 2023

***************************
107 ******************., Apt. H
*************, ** 73139

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

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

On January 11, 2023, we received your complaint, dated January 9, 2023, filed with the Better Business Bureau.

You stated that you switched to Boost Mobile under a promotion that would provide one month of free service for switching. You stated that you never received this account credit. You requested that we issue a refund for your service.

I am unable to locate a Boost Mobile promotion of this nature. As all Boost Mobile retail locations are independently owned and operated, they are permitted to offer their own promotions as they see fit.Please reach out to the retail location in question for more details related to this promotion.

As a courtesy, I have applied a one-time credit of $50.00 to your account for one month of service. Please allow ******************************************* your account balance.

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

Sincerely,

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

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

                *********************
Initial Complaint
Date:12/13/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a phone line activated on 11/15/22 for my 15 year old daughter. Phone number was ************. At the time of activation I paid for 3 months of service, in the amount of $45.87 on 11/15/22. On 12/8/22 I called Boost Mobile's customer service to disconnect that line of service. That was completed that day. **************** rep told me the line was cancelled and would be turned off within 24 hours, which it was. He also asked if I wanted my credit card number removed from the account so no further charges could be made, to which I said yes. Over the weekend I noticed a new charge pending to that credit card to Boost Mobile for an additional $45.87, which posted to my account 12/11/22. I have attempted 3 times to get this resolved over the phone. Each time, I am transferred to 2 different departments and my call is ultimately dropped before I can get any resolution. The email that was associated with this phone line was ************************* The customer service number I have been calling is ************. I cannot access the account on the boost one app anymore because it is no longer a working phone number. I am seeking a refund of the 2nd $45.87.
Business Response
Date: 01/04/2023
December 27, 2022

Ms.****************************;
906 *****************.
*********, ** 54601

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

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

On December 16, 2022, we received your complaint, dated December 13, 2022, filed with the Better Business Bureau.

You stated that on November 15, 2022, you activated a phone line for your daughter,at which time you paid for three months upfront. You said that on December 8,2022, you requested the line be disconnected and were advised it would be within 24 hours. You stated that on December 11, 2022, a charge of $45.87 posted to your bank account. You said that you have contacted customer service on three separate occasions, but you were unsuccessful in getting this resolved. You requested a refund.

In our email correspondence, I advised you that on December 16, 2022, a refund of $45.87 had been issued. Please allow up to ten business days for processing.

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

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

Sincerely,

*********************************
Sr.Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Tuesday-Friday, 8:00 am-4:30 pm & Saturday, 7:00 am-3:30 pm MT
*************

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

                *********************
Customer Answer
Date: 01/09/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:12/12/2022
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.
Went to transfer phone and phone number to another service. Note we paid our phone off the day we got it. As we are at *************** transferring my fiancs phone got locked. I was lucky that the representative gave me the wrong account number and I still have service. They are stating it's going to take 2 days for them to unlock the phone. That's not right when I already bought the phone that is legally my phone. Now we had to buy another phone from our new service which is really messed up since we already bought the other phone. The representative ******* and ****** stated there is a policy that no one never told us about. We will never go to boost ever again thank you for showing your true colors.
Business Response
Date: 01/04/2023
December 26, 2022

Ms.***********************
435 ********************.
*******,** 91764

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

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

On December 13, 2022, we received your complaint, dated December 10, 2022, filed with the Better Business Bureau.

You stated that you were unaware your device was locked until you attempted to transfer your service to a new provider. You indicated that you were told it would take two business days to unlock it. You said that you purchased the phone in full and therefore, you requested it be unlocked.

*** 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

In our email correspondence, you were advised that our terms and conditions do outline our unlocking policy and you were provided a link to our website with this information. I informed you that our system is showing your phone is unlocked; however, the rest of the process needs to be completed on your end. I advised you of the steps that need to be taken to complete the unlocking process.

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

Sincerely,

*********************************
Sr.Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Tuesday-Friday, 8:00 am-4:30 pm & Saturday, 7:00 am-3:30 pm MT
*************

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

*********************
Initial Complaint
Date:12/12/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 28, 2022 I, ***********************, bought a ******* galaxy a53 5g from boost mobile. Order I.D. # ek-bepp-********* and shipping 1Z52A2590306001129 I paid $215.00 including shipping and handling. After purchasing the phone I decided to go with another carrier and canceled my service with boost mobile. I returned the phone to them on November 10, 2022 in the original packing. On or about November 15th I called boost mobile to inquire about my refund. I was given case number ********* and told I would receive my refund within 14 business days. On or about December 3rd I still had not received my refund, so I called boost mobile and was told my phone return was approved and processesed and to give it a few more days. On December 6th I called boost mobile a 4th time, I was told that my phone return was approved and processed but the refund had not been put through. I spoke with ******* and he gave me a new case number of ********* and told me I would have my refund within 48 to 72 hrs. He even verified my card information. It is now December 12th and I still have no refund. When I called today, they told me the phone had to be verified through their warehouse and may take 14 days then another 7 to 14 days to process the refund.
Business Response
Date: 01/06/2023
January 4, 2023

**************************
216 *******.
********,** *****

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

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

On December 14, 2022, we received your complaint, dated December 12, 2022, filed with the Better Business Bureau.

You stated that on October 28, 2022, you purchased a ******* Galaxy A53 from Boost Mobile, but shortly after that, you decided to switch to a new service provider and cancel your account. You said you returned the phone on November 10, 2022,and were advised on November 15, 2022, to allow up to 14 business days to receive your refund. You mentioned that you have not received the refund and have contacted customer service several times. You requested a refund.

In our email correspondence, I informed you that a refund check of $215.99 was issued on December 29, 2022. Please allow up to ten business days for delivery.

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

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

Sincerely,

*********************************
Sr.Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Tuesday Friday, 8:00 am 4:30 pm & Saturday, 7:00 am 3:30 pm MT
*************

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

                *********************
Customer Answer
Date: 01/12/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely, ***********************

***********************
Initial Complaint
Date:12/12/2022
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 put an app on my phone to get my phone messages and I can't access it. It has stopped me from being able to get my phone messages. I have contacted them and they won't help me. I was contacting them through social media and they just stopped responding. I have spoken to the manufacturer of my phone and they said they can't help me because it's a problem with Boost mobile and not my phone. I have included screen shots showing that they put this app on my phone and that I can't access it. There are many complaints by other boost mobile customers having issues with it. I shouldn't have to pay for service that I can't access. I need to be able to access my messages!
Business Response
Date: 01/04/2023
December 27, 2022

**************************
311 **********************.
******,** *****

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

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

On December 14, 2022, we received your complaint, dated December 12, 2022, filed with the Better Business Bureau.

You stated that Boost Mobile placed an application on your phone for voicemails,but you have been unable to use it or obtain your messages, and customer service did not help.

In our email correspondence, I advised you that the visual voicemail application has to be updated to version 11 to get it to work correctly. When you stated that yours was up to date, I advised you it is highly recommended for you to call and speak with an advanced technician agent to do further troubleshooting, but you declined stating you would just switch providers. I strongly encouraged you to do this to resolve your issue, but you again declined. I did inform you that you are still able to listen to your voicemails by dialing in.

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

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

Sincerely,

*********************************
Sr.Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Tuesday-Friday, 8:00 am-4:30 pm & Saturday, 7:00 am-3:30 pm MT
*************

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

                *********************
Customer Answer
Date: 01/06/2023

Complaint: 18561244

I am rejecting this response because: Nothing was resolved. This representative just wants me to waste my time on the phone trying to solve something this company created. I sent screen shots showing that this app is not available with my carrier, which is Boost! Why is it showing on my phone then. I am not able to get all of my phone messages through calling in and I have no way of knowing if there are messages there at all without calling in. I did contact them through chat and they were not able to assist me with this issue. My time is worth money too! I didn't create this problem, Boost did! I want the app taken off of my phone. I did use another carriers app and it showed messages that I am unable to retrieve through calling in to get my voice messages. I explained all of this to this representative and she should be able to contact her own techs to get the answer for me. Why do I have to sit on hold to get them?? I was never offered for them to call me to do this trouble shooting!

**********************************************
Business Response
Date: 01/20/2023
January 20, 2023

**************************
311 **********************.
******,** 19562

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

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

On January 18, 2023, we received your rebuttal, dated January 17, 2023, filed with the Better Business Bureau.

You said you rejected the response as nothing was resolved and you do not feel as if you should have to call in to technical support to get this issue resolved.You requested the application be removed from your phone.

In our previous correspondence, you were advised that in order to get the application working correctly and/or removed from your phone you would need to contact advanced technical support to do further troubleshooting. You were advised that your account is notated to transfer you directly to this department to reduce the amount of time you were on the phone. We again strongly urge you to contact advanced technical support to resolve your concern.

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

Sincerely,

*********************************
Sr.Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Tuesday Friday, 8:00 am 4:30 pm & Saturday, 7:00 am 3:30 pm MT
*************

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

                *********************
Initial Complaint
Date:12/12/2022
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.
We are three separate customers on my family - my father in law, **********, my wife, **********, and me ********** .We all purchased on november 25, 2022, this black friday offer (please check the wayback machine capture of the offer page since your company removed the promo- black friday passed already:https://web.archive.org/web/20221122174402/https://deals.boostmobile.com/mypromo/phone-samsung-a23-ulm-01-mybm?af=1&utm_campaign=phone-samsung-a23-ulm-01-mybm&utm_medium=slickdeals&utm_source=affiliate-jsm We activated the phones and now we have over $48 in charges for the next month's renewal. However, the black friday offer said the following:"Excludes taxes. Limit 1 phone per customer. Restric. apply. Online only. New customers only. Unlimited Data: After 35GB high speed monthly data allotment is exceeded, speeds may be reduced for the remainder of the month. Hotspot usage draws from monthly data allotment. After your first month, you will pay $25/mo."We were not only charged an out of logic amount of extra taxes for the phone we. already paid- with taxes, now were enrolled on a rate that IS NOT the black friday offer we ordered.Unlimited *********** Unlimited Mobile Data 12GB Mobile Hotspot All for $25 renewal, that was the offer not $40, that amount was just for the first month per advertisement. I have more links and screenshots if needed.I've talked with more than one rep, some acknowledged the error . The evidence is there, that was widely advertised on media like http://bestmvno.com. However, I see no correction and charges are still there. I need this fixed and honored as it should, double equipment taxing AFTER ACTIVATION removed. THESE ARE SHADY SELLING STRATEGIES. They offered it on three instances - 1. as a black friday sale 2. later as a cyber monday sale 3. most recently as a "holiday sale", apart of their $40 offer. This not a mere typo to be dispatched: https://bestmvno.com/boost-mobile/boost-mobile-black-friday-2022-deals/
Business Response
Date: 12/22/2022
December 18, 2022

*********************
74 *************.
*********, ** 30294

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

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

On December 13, 2022, we received your complaint, dated December 12, 2022, filed with the Better Business Bureau.

You said that you signed up for a Black Friday promotional offer of $40.00 for the first month and $25.00 thereafter; however, you are still being billed $40.00. You indicated that your wife and father-in-law also signed up for the same offer.

In my email correspondence today, I advised you that the $25.00 monthly price will be provided on all three lines. A monthly credit of $15.00 will be applied to each line to reduce the price from $40.00 to $25.00.Please note that the credit will be forfeited if the plan is changed or if the service line is canceled.

We apologize for any inconvenience this issue may have caused.

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

Sincerely,

*****************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Sunday Thursday, 6:30 am 3:00 pm MT
**************

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

                *********************
Initial Complaint
Date:12/12/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Been working with Boost Mobile since my mother passed away at the end of September 2023. As part of the closing of the estate we provided the death certificate and paid off all remaining balances on the plan and device. Per her will we requested the phone be unlocked so she could pass it on. However Boost mobile continuously has informed us that the phone is unlocked but that is not the case. No matter what we do the phone remains carrier locked and after repeated conversations have not been able to officially unlock the device. I've logged over 40 hours of calls and spoken with countless managers to erase the phone with the *** / without the *** and the phone continues to be locked. As a last resort we hoping the complaint helps to get the issue resolved.
Business Response
Date: 12/22/2022
December 18, 2022

*****************************
35 **********************.
*********, ** 02421

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

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

On December 13, 2022, we received your complaint, dated December 12, 2022, filed with the Better Business Bureau.

You stated that your mothers phone has not been unlocked as promised.

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

When I spoke with you by phone on December 15, 2022, I obtained the **** for your mothers phone and unlocked it.

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 apologize for any inconvenience this issue may have caused.

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

Sincerely,

*****************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Sunday Thursday, 6:30 am 3:00 pm MT
**************

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

                *********************
Customer Answer
Date: 12/22/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:12/10/2022
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 tried to buy my son a phone on boost mobiles website called a ******* flip z 4 and he should be eligible for the 25 a month plan because he has never had a phone and is a new customer!! But when I try to order the phone it wants me to pay for a higher plan that cost more!! I was told they would honor it and they haven't and I have been on the phone for days and I called at 9 am it is now 2:00 pm awful ******************* Thanks ********************** after I have been a loyal customer for ten plus years!!!
Business Response
Date: 12/22/2022
December 19, 2022

***************************
54 *******.
**********, ** 05401

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

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

On December 13, 2022, we received your complaint, dated December 10, 2022, filed with the Better Business Bureau.

You said that you attempted to purchase a phone for your son online. You stated that he is a new customer and is eligible for the $25.00 plan; however, our website is prompting you to select a higher-priced plan. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns.

The $25.00 plan is for new customers who bring their own device to ********************. The plans available when purchasing a phone online is the $40.00 Unlimited or $60.00 Unlimited Plus.

We appreciate that you brought your customer service concerns to our attention, and we apologize for any inconvenience.

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

Sincerely,

*****************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Sunday Thursday, 6:30 am 3:00 pm MT
**************

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

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

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

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

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

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

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

Complaints

Find a Location

Boost Mobile

Boost Mobile

Team Mobile - Green Springs

Boost Mobile

Boost Mobile

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Customer Answer

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Boost Mobile is NOT a BBB Accredited Business.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Boost Mobile is NOT a BBB Accredited Business.