Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,982 total complaints in the last 3 years.
- 1,511 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/06/2023
Type:Service or Repair IssuesStatus: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 first requested my account to be canceled December 13th 2022 because I signed up with another cell phone company. The representative told me it would take two days, three days maximum. So I called back on December 16th and that's when the next representative told me that it would take 30 days, not 2-3 days. I was livid and they stated they do this so the customer can change their mind and regain their account if they choose. I already confirmed during my last call that I signed with another cell company. I escalated and spoke to a rude manager who confirmed that they are short-staffed and hired a lot of new people who are giving out false information but did apologize. I called back January 6th to confirm the two lines on my account would be cancelled 30 days from my call on the December 16th but then the representative said 90 days. I demanded to know why the date changed again and then she said no it's 30 days. At this point I no longer trusted any representative I spoke to and demanded a manager, to which replied it would take 20 minutes to hear from one. After I demanded to know why she hung up on me. I called back three times and each time I was hung up on after requesting a manager and was told I was being transferred to a manager. This company is holding customers hostage as if that will keep them and I am sick of their lack of professionalism. I will be filing a complaint with the Attorney General next to let them know about their shady business practices. I want an apology for wasting my time and I want my account completely cancelled.Business Response
Date: 01/27/2023
January 22, 2023
***********************************
29202 Lancaster Rd., Apt. 201
**********, ** 48024
Re: BBB Complaint #********
************ - ************
Dear ********************:
On January 9, 2023, we received your complaint, dated January 6, 2023, filed with the Better Business Bureau.
You expressed dissatisfaction with the customer service you received when you request to cancel your Boost Mobile service. You indicated that you were given conflicting information on how long it would take for the lines to be canceled.
When I spoke with you by phone on January 17, 2023, I advised you that the two lines on your account were suspended for nonpayment on November 5, 2022. I indicated that I would confirm that the lines were fully disconnected and follow-up.
On January 19, 2023, I left you a voicemail confirming that the account and lines are no longer active.
We appreciate that you brought your customer service concerns to our attention and we regret any inconvenience you may have experienced.
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: 01/28/2023
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:01/06/2023
Type:Service or Repair IssuesStatus: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.
For 3 months every day I'm unable to make a phone call we have try contacting boost Mobile with no luck to fix the issue , I am not in good health and I have oxygen at home without my phone service Lord help me if I need to dial 911 for an ambulance to go to the hospital I can't even do that I don't know what else to do with this point that's why I'm contacting you I would very much appreciate if someone could call me back and help me, thank you so muchBusiness Response
Date: 01/27/2023
January 19, 2023
Ms. *********************
410 **********.
*******, ** 16601
Re: BBB Complaint #********
********* - ************
Dear ****************:
On January 9, 2023, we received your complaint, dated January 6, 2023, filed with the Better Business Bureau.
You said that you have been unable to make phone calls for several months.
As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. 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.
When I spoke with you by phone on January 17, 2023, you informed me that you are not experiencing issues calling phone numbers active with other carriers; the issue only occurs when you are calling phone numbers on Boost Mobile. You also mentioned that the service has improved the last several days.
Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified.
We encourage you to contact our **************************** for additional assistance or visit a local Boost Mobile store.
We regret any inconvenience you may have experienced.
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:01/06/2023
Type:Product IssuesStatus: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 a former multi-year customer of ******************** (AKA ******************** by DISH Team; and now Dish Wireless LLC). My last line of service with them was maintained and funded by me for the benefit of an elderly, disabled, widowed family member who is on a fixed income. August 15, 2022 Republic Wireless (RW) took payment renewing the 1-year service contract. September 28, 2022 RW notified me (a 2-line email) they were ending my service on October 27 unless I upgraded the handset and plan. October 15 I replied requesting reimbursement. No reply received. I also called their support to port that phone number and ensure my account would be closed "not before" the date THEY specified THEY were ending my service. Support personnel confirmed porting was available and full refund would be issued and after October 27 my account would be closed. No refund was received. December 15, **************************************************************** that payment failed. This was NOT authorized. They had already severed our contract. Even if they had not, I had already paid for a year in advance and all this had already been documented in October 2022 in their service request system. On December 15, 2022 I escalated through two levels of support representatives with zero cooperation. Representatives told me their Policy is to not refund a 1-year plan after 60 days. I proved to them I responded twice within 60 days and THEY had ended their 1-year contract; not me. They refused to provide contact info for their legal department so I could review the situation with someone with contractual capacity. They would only "let the back-office know" but not provide any direct contact info for them. According to the representatives on Dec 15th, I should have heard back within 72 hours. Now January 6, 2023 and no response received.I am seeking immediate reimbursement for the FULL year paid in advance; that is $213.10 from 8/15/2022.Business Response
Date: 01/12/2023
January 11, 2023
***************************
12713 ********************.
*****, ** 20720
Re: BBB Complaint #********
A00452352 - ************
Dear ****************:
On January 9, 2023, we received your complaint, dated January 6, 2023, filed with the Better Business Bureau.
You stated that you purchased an annual service plan on August 15, 2022, but it was canceled on October 27, 2022, due to the shutdown of the **** network. You requested a refund of $213.10.
When we spoke by phone today, I advised you that Republic Wireless terms and conditions state that plans can be refunded to the original form of payment within 45 days if they are not activated, and within 30 days once activated. As your service was activated on August 15, 2022, your refund window has passed. Additionally, we provided notice of this impending shutdown and instructions on how to maintain your service for several months prior to the cancellation of your service, but no action was taken to avoid it; as such,we maintain that no refund is warranted. Nevertheless, I offered to provide a prorated refund for the 291 unused days remaining on your service plan ($169.90),as an exception. You accepted this offer. I advised you to allow ***** business days for processing.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalations Team
Republic Wireless
Monday - Friday 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:01/06/2023
Type:Product IssuesStatus: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 12/22/22 I purchased a cell phone via landline from Boost Mobile. Because I am a elderly person I wanted a large screen phone so I could read the small print. On 12/29/22 I received a email stating that the delivery was going to be delayed. I was expecting another delivery that day so, I went to where my mailbox is located. Not only did I find the delivery I was expecting but also the cell phone delivery. When I open the box I did like the because it wasn't a large screen phone. I called customer service on 1/4/2023 so they can send me a return ticket and to tell the I wanted to refund. I spend 4 hours that that on the phone because they said that it wasn't 7 day and that is their policy. I told them that it was within the 7 days. They are making all kind of excuses not to refund my money and give me a return postal ticket, such as I should have called friday. My reply was that it was a holiday and thought customer service would be closed. Regardless whether I called Friday or not it was within the 7 day period.Business Response
Date: 01/27/2023
January 26, 2023
*******************************
23 ****************************, Apt. 3A
**********, ** *****
Re: BBB Complaint #********
********* - ************
Dear ****************:
On January 6, 2023, we received your complaint, dated January 6, 2023, filed with the Better Business Bureau.
You said you ordered a phone, but you did not like it and you would like to return it for a refund.
When we spoke, I offered to send you a *** return label to return the phone. You agreed, and I informed you that I would refund your payment once I receive the phone.
Please note that our regular buyers remorse return window is ten day from the order date. Our records indicate that you ordered the device on December 22, 2022, and it was delivered December 29, 2022. You contacted us to return the device on January 4, 2023, which is outside the regular return window, which was January 1, 2023. As such, our customer service agents were unable to provide you with a Return Authorization.
We sincerely regret 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: Monday - Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 01/30/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
***************************What I am rejecting is that window which was said in this statement. December 29, 2022 to January 4th 2023 is 7 days. Also I received a memo on the 29th that the order was going to be delayed because of the holiday. It was only because I was waiting for another package that I discovered that the phone was delivered. I kept the memo to prove that this is what happen. If I accept what your are stating, the to me it looks like I was l was not telling the truth. I do want my money back and I have sent the package back. I have a *** receipt to prove it.
Customer Answer
Date: 02/13/2023
2/13//2023
I am requesting that you reopen this case. The reason is that I spoke to ******************* and he instructed me to send back the phone and he will reimburse my money.
I went to **** and the phone has been returned, but I did get my money back.. I spoke with ************** 2/6/2023 (720) 514-7741) asking him what happened to the money that they was suppose to send. He replyed that they could not get it into my account so they are sending it by mail. Today is 2/13/2023 and I don't have a check, nor have a deposit in my account. I want them to put the money back into my account the same way they got the payment for the phone, not by check.
This is his information
Sr. Corporate Case Manager
************
Monday-Friday, 6:00 AM MT-2:30 PM **
DISH Network L.L.C.| Boost Mobile | Ting Mobile
Thank you,
******* ******
************
Business Response
Date: 02/22/2023
February 17, 2023
*******************************
** ***************************** **** **
*********** ** *****
Re: BBB Complaint #********
********* - ************
Dear ****************:
On February 16, 2023, we received your rebuttal, dated February 16, 2023, filed with the Better Business Bureau.
You said that you had not received your refund yet.
Our records show that your refund was entered on February 2,2023, and it was sent to the address associated with your complaint:
** ***************************** **** **
*********** ** *****
I emailed our Refunds Team regarding your refund and I will follow up with you should they need any further information. We sincerely regret 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,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
**************
***************************************************************** /******* Better Business Bureau
*******************************., #***
******,** 80210
*********************Customer Answer
Date: 02/23/2023
Complaint: ********
I am rejecting this response because:I have a proof of delivery (cell phone 1/31/2023 *** tracking number ******************** *** confirm that they
received the phone. It has be over 30 day and I still do not have the money put back into my account. At this point I feel t
they are play games. I have called Boost Mobile and they keep telling me to call back. I ask them when did the check go
out and they can not give me a straight answer. I want them to put the money back into my account; not to mail it.
Sincerely,
***************************Business Response
Date: 03/08/2023
March 6, 2023
*******************************
** ***************************** **** **
*********** ** *****
Re:BBB Complaint #********
Dear ****************:
On February 25, 2023, we received your third rebuttal, dated February 23, 2023, filed with the Better Business Bureau.
You said you have not received your refund.
Please refer to my previous response wherein I advised you that we attempted to refund you electronically, but we were unable to do so. A check refund was processed and mailed to you.
I emailed our Refunds Team to request that they cancel payment on your first refund and reissue it to you; however, 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 are making steady progress.
We appreciate your patience, and we sincerely regret any inconvenience this issue may have caused.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*********************Customer Answer
Date: 03/13/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
***************************I never got a check. I have called customer service many times and they either hangup one me or tell me I have to wait 7
days when the 7 day pass I call and again they tell me that I have to wait another 7 day. If I call ******************
the line has a busy single. I feel you are playing games with me. I want you to prove (by the post office) that a check was
sent to me.
Business Response
Date: 07/26/2023
July 24, 2023
***************************
**********************************************************************************
Re: BBB Complaint #********
*************
Dear ****************:
On July 24, 2023, we received your rebuttal, dated March 17,2023, filed with the Better Business Bureau.
The Better Business Bureau indicated that we did not provide a timeline for your refund.
A review of our records show that you cashed your refund check on April 12, 2023.
We sincerely regret any inconvenience this issue may have caused you.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:01/05/2023
Type:Service or Repair IssuesStatus: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 signed up for a black Friday promotion with Boost mobile . The plan I signed up for was a free phone , 25 $ a month plan . The first month was a 40$ charge and then to be reduced to 25$ per. the fine print in their advertisement that I took screenshots of . This was an online only deal that I clicked a direct link via. promotion on Boost mobile official ******** account. I also took screenshots of customer service representative that described the same 40 to 25 promotion. After receiving my phone , setting it up and later checking my account ,I noticed the next month charge was 40$ plus some additional charges with no explanation. I immediately contacted support via text chat and after some explaining the Boost representative said that it would automatically change to 25$ when money is withdrawn for ******* payment (I took screenshots of this chat as well). Well the payment was withdrawn and still ************************************************************************************** a 40$ plan repeatedly and then again by a supervisor that I waited over a half hour to talk too. I now have a case number to talk to another supervisor. This was a complete bait and switch and they are just trying to tell me the deal I signed up for doesn't exist . I've never in my life experienced anything like this from any company. I came here and noticed someone else that experienced exactly the same thing. This is not honest business practice. My time is valuable and having to wait on hold and explain the same situation to customer service representatives that completely disregard my issue is aggravating to say the least . All I have been asking for is the promotion that was promised to me.Business Response
Date: 01/23/2023
January 11, 2023
***************************
1318 *********.
**********, ** 33990
Re: BBB Complaint #********
************- ************
Dear **************:
On January 9, 2023, we received your complaint, dated January 5, 2023, filed with the Better Business Bureau.
You stated that you signed up for Boost Mobile under the Black Friday promotion of a Galaxy A32 5G for $9.99, for which you would receive your first month at $40.00 and then subsequent months at $25.00 per month. You said that after you paid your first month and got the phone activated, you noticed your account showed the second monthly charge at $40.00. You said you called customer service and were informed that the correct amount of $25.00 would be charged when your bill was due. You then said that when you noticed you were charged $40.00 for the second month and not the $25.00, you contacted customer service again only to be told this time that you signed up for the $40.00 monthly plan. You requested the promotion for which you signed up be applied to your account.
In our correspondence, I advised you that the promotion was applied to your account. Your next monthly charge is showing $25.00 plus applicable taxes. A $15.00 credit has been issued onto the account for the overcharge for Januarys payment.
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
*********************Initial Complaint
Date:01/05/2023
Type:Service or Repair IssuesStatus: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 have a cell tower near our house that must be out. We have two Boost phones that will not work but work all of a sudden but work where ever we drive off. Boost refuses to look into the issue and get it repaired. We pay for service. I have reached out to customer service multiple times as well as their ******** and they will not respond.Business Response
Date: 01/27/2023
January 20, 2023
****************************
1302 **************.
**********, ** 78613
Re: BBB Complaint #********
386026969648-2023-01-0883
Dear ****************:
On January 9, 2023, we received your complaint, dated January 5, 2023, filed with the Better Business Bureau.
You said there is a cell tower out near your home as service does not work, but then it does as soon as you drive away. You stated that this is happening on both of your phones. You also said you have reached out to customer service multiple times including on social media, but the issue has not been resolved. You requested technical support.
As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), 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 Boost Mobile offers no warranty or guarantee of such.
When we spoke on January 19, 2023, I advised you that no cell towers were out in your area. You informed me that the issues you were previously experiencing with the service had been corrected and service is now working as expected. I provided you with my contact information if you experience any issues in the future.
We strive to provide excellent customer service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be shared internally with the appropriate personnel.
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:01/05/2023
Type:Service or Repair IssuesStatus: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 15, 2022, I had initiated the process of porting my Boost Mobile phone number over to Number Barn, while my line/account with Boost Mobile was active, but Boost Mobile kept rejecting my porting request. On October 16, 2022, I had spoken with the Boost Mobile porting department to inquire why my porting request kept getting rejected, and the rep I had spoken with told me it was rejected for a number of reasons, which he told me he would be able to fix the issues. Later on, the Boost Mobile rep told me he fixed the issues, and that the port out was good to go due to Number Barn had all the correct information to port in my phone number, and he assured me that there would no longer be any further problems. Well, that's not what occurred, Boost Mobile continued rejecting my porting request. Then, my line got suspended, and I gave up as I didn't want to deal with the hassle anymore. Now, I would like to port my phone number over to Boost Infinite, so I paid Boost Mobile $45.87 on January 5, *********************************** order to have my phone number transferred over to Boost Infinite, but Boost Mobile wants me to pay an additional $45.87. I shouldn't have had to pay anything at all since Boost Mobile kept rejecting my porting request in the first place when my account was active and in good standing, but I am definitely not going to pay an additional $45.87 just to get my phone number ported out. In fact, I would like that $45.87 refunded as Boost Mobile never made good on my porting request even when a Boost Mobile rep assured me that Boost Mobile would be porting my phone number over to Number Barn.Business Response
Date: 01/30/2023
January 28, 2023
***********************
10211 *****************************************., Lot 64
*********, ** 53214
Re: BBB Complaint #********
************ - ************
Dear ****************:
On January 9, 2023, we received your complaint, dated January 5, 2023, filed with the Better Business Bureau.
You said you attempted to port your number from Boost Mobile to Number Barn without success. You expressed dissatisfaction that your port order to Number Barn failed numerous times. You indicated that you recently attempted to open an account with Boost Infinite and you requested that your phone number from Boost Mobile be ported to your new account. You also expressed concern with the customer service you experienced. You mentioned you paid $45.87 on January 5, 2023, to have your line reactivated and you requested that it be refunded.
A review of our records indicates that this issue was previously addressed through the ******* Communications Commissions. Enclosed is a copy of our response for your records.
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 Infinite
Phone Hours: Tuesday through Saturday,8:00 am 4:30 pm MT
**************
Enclosure
cc: ****** / ******* Better Business Bureau
*********************************., #***
******,** 80210
*********************Customer Answer
Date: 02/01/2023
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:01/04/2023
Type:Service or Repair IssuesStatus: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.
Hi I am contacting you regarding a problem with Boost Mobile, i have been a customer for over 10 years and I cannot resolve this issue at hand I need your help please. In October of 2022 I lost my Boost Mobile device I however had ******************** insurance and contacted them also known as likewize regarding a claim to get a replacement phone for a lost device. I spent $100 on a deductible. Boost Mobile then sent out a new device, However I had several problems activating the new device. The new device would not accept any SIM card to Boost Mobile. Unfortunately when I lost my phone in October and purchased a temporary phone in October Boost Mobile opened up another account for me under a different number instead of placing my device on the same account. the new device that they sent me was locked in to my old account on Boost Mobile and could not be activated on my new account. So I was in touch with likewise. again they escalated my case and created another claim number which is 0042FF76. They said to return the defective device that will not activate to them and they provided me with a code valued at $478 to purchase a new device and get it active on Boost Mobile. However when I took this code to Boost Mobile they said I could purchase the phone with the code but that it will not activate on my new service. I have been in touch with Boost Mobile customer care several times regarding this matter and also been in touch with likewisze Boost Mobile phone insurance several times regarding this matter and keep getting the run around as of today January 4th ********************************************************************************************************************** this matter. I am just seeking help to either get a Unlocked device that I can activate on Boost Mobile or a new code to be generated in which I will be able to purchase the phone and activate on my Boost Mobile account. Please help this is going on 2 months of not finding an answer to this problem.Business Response
Date: 01/27/2023
January 24, 2023
*****************************
53 ***********************************************
Re: BBB Complaint #********
************ - ************
Dear **********************:
On January 9, 2023, we received your complaint, dated January 4, 2023, filed with the Better Business Bureau.
You stated that in October 2022, you lost your phone, and after paying the $100.00 deductible, you were able to get a replacement. You said that when you received your replacement phone it would not accept any SIM Card. You stated that this was caused by a new account being opened when you bought a temporary phone while awaiting your replacement. You said the replacement phone that was sent by ******** was associated with your old account and would not activate on the new account. You also stated that Likewize had you return the replacement phone and issued you a code to purchase a device from the website. You said you have not been able to get this resolved and you requested a new phone.
In our email correspondence, you informed me that the issue has since been resolved.
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
Sling TV
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:01/04/2023
Type:Service or Repair IssuesStatus: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.
I2/19/2022 I received a new phone from XfinityMobile. I contacted BoostMobile to have my phone number transferred. As of today 1/4/2023 my phone number has NOT been transferred to XfinityMobile. XfinityMobile has called BoostMobile multiple times as well as myself. We have been trying to get BoostMobile to transfer my phone number to XfinityMobile since 12/19/2022. My phone ************. My last payment was 12/16/2022 and BoostMobile.com turns off my phone on 1/4/2023 and did not transfer my phone to my XfinityMobile as requested multiple times. They have given me a refund for the month's payment that I have already paid. And have not transferred my phone number yet.Please contact their corporate office to have my phone number transferred to XfinityMobile immediately. Thank You!!!!Business Response
Date: 01/27/2023
January 17, 2023
***************************
697 **************
********,** *****
Re: BBB Complaint #********
************ - ************
Dear **************:
On January 9, 2023, we received your complaint, dated January 4, 2023, filed with the Better Business Bureau.
You said that you received a new phone from Xfinity Mobile on December 19, 2022,and you attempted to port your number over to them, but you were unsuccessful.You stated that as of January 4, 2023, your number still has not been ported.
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 indicate that your phone number was successfully ported out.
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
*********************Initial Complaint
Date:01/04/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been with Boost for about 3 years. A couple days after this past Christmas, I purchased a new phone from my local Boost Mobile store. I purchased a A23 ******* Galaxy. That first day, even though I was told it was good to go, the phone was trying to do all sorts of downloads and my mobile data did not work. I called customer care and finally got it sorted. Or so I thought. My monthly bill is and has always been $60 for unlimited HD data. My data restarts on the 21st, but yet yesterday, 10 days later, I got a text saying that I have used 85% of my data. I have NEVER had that happen before! I checked my data on my phone and it shows I have hardly used any (roughly 8gb). The Boost site shows I have used about 32 gb. Why the discrepancy? I called customer care and while the rep was polite and professional, she confirmed I have used almost all my date since December 21st. This makes no sense. What am I paying $60 a month for, if I have to now worry about data? New customers, I see, are being offered the plan I have for $25. Friends with plans with other cell companies are paying $20-$30 less per month than I am.I am really starting to regret not dropping Boost and going with another competitor.Business Response
Date: 01/23/2023
January 10, 2023
***************************************
4700 ***************, #****
*******, ** 27606
Re: BBB Complaint #********
********* - ************
Dear ****************:
On January 9, 2023, we received your complaint, dated January 4, 2023, filed with the Better Business Bureau.
You stated that you experienced changes in data usage with your new phone. You also said that you are paying a higher rate for your service than what is offered for new customers. You requested an explanation of your data usage and why your service is more expensive than our new customer offers.
Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources,Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.
Our records indicate that you have used 33 GB of your 35 GB allotment of 5G data. We are unable to view your detailed data usage. We regret any inconvenience.
Please be advised that new customer offers are provided on a limited-time basis. We regret that this offer was not available to you when you started your service; however, we are unable to apply this offer to an existing account.
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
Monday - Friday 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 01/25/2023
Complaint: 18683463
I am rejecting this response because: All this response did was repeat what the *** said on the phone. The response did not address why, after being a Boost customer for so long, I am suddenly having issues with data usage. I even started taking my phone off data and using it while logged into my wifi. At $60 a month, I should not have to do that.i will be looking for a new provider.
Sincerely,
***********************
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