Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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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

4,970 total complaints in the last 3 years.
1,500 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:01/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Boost mobile has my device locked on their network. They tell me it's unlocked but it isn't. I am unable to use the phone I paid for. Have been trying to get this resolved since December. Multiple reps have given me false information. I have checked my devices local status multiple places all showing it is locked by boost. On January 3rd they claimed it was resolved when the problem persists. My phone number and my phone is locked in boost mobile and I have been out of work due to it.
Business Response
Date: 01/27/2023
January 24, 2023

*******************************
1 ****************************., Apt. 3E
*****************, ** 60004

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

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

On January 5, 2023, we received your complaint, dated January 3, 2023, filed with the Better Business Bureau.

You said you have been told multiple times that your phone is unlocked, but it is not.

I attempted to contact you at the phone number we have on file. However, the person who answered the phone demanded to know the reason I was calling but refused to state their name. I informed them that once I could be sure that I was speaking to *******************************, I would disclose the purpose of my call, and at that point, they disconnected the call.

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: 8:00 am 4:30 pm MT (M F)
**************

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

*****************************
Initial Complaint
Date:01/03/2023
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.
The company is providing a 14-day free trial of their service with the only relevant stipulation being "After your first 14 days, you will pay $25/mo". When you continue service and pay for your first month, they only provide 16 additional days and not 30. Thereby charging you for the falsely advertised 14-day free trial.
Business Response
Date: 01/30/2023
January 27, 2023

*********************************
PO Box 1194
*********, ** 48195

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

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

On January 5, 2023, we received your complaint, dated January 3, 2023, filed with the Better Business Bureau.

You stated Boost Mobile offered a 14-day free trial, which charged for the remaining part of the month when you decided to keep service.

You requested communication via email.

In my email response, I informed you that a review of your account shows a $12.50 credit and a $25.00 refund issued in December 2022 to resolve this matter.

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
Hours: Mon-Fri 8:00 am to 4:30 pm MT
**************

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

                *****************************
Customer Answer
Date: 01/31/2023

Complaint: 18677439

I am rejecting this response because:
It does not address the broader issue of falsely advertising the 14 day trial as free when you are charged for the 14 days if you choose to continue service after.

Sincerely,

*****************************
Business Response
Date: 02/09/2023
February 8, 2023

*********************************
PO Box 1194
*********, ** 48195

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

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

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

You stated that Boost Mobiles previous response did not address falsely advertising a 14-day free trial of service.

The promotion you took advantage of is a 14-day free trial,and if at the end of the promotion you elect to keep the service, you are then charged for the full month of service. If you cancel at the end of the 14-day free trial, you pay nothing.

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
Hours: Mon Fri, 8:00 am to 4:30 pm MT
**************

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

                *****************************
Customer Answer
Date: 02/15/2023

Complaint: 18677439

I am rejecting this response because:
You admitting you have to pay for the month proves that the trial is not free if the customer decides to keep service. Plus as I've said none of this was included in the terms for the trial.

Sincerely,

*****************************
Business Response
Date: 02/28/2023
February 28,2023

*****************************
PO Box 1194
*********, ** 48195

Re:          BBB Complaint ID ********

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

On February 21, 2023, we received your rebuttal, dated February 15, 2023, filed with the Better Business Bureau.

You continue to dispute that Boost Mobile falsely advertised the14-day free trial of service.

As mentioned in my previously response, you received a 14-day free trial of service.

While we regret that you do not agree with our outcome, at this point, we respectfully consider the issue closed.

Sincerely,

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

***************************************************************** / ******* Better Business Bureau
                ****************************************************************************************************************************************************************
Customer Answer
Date: 03/04/2023

Complaint: 18677439

I am rejecting this response because:
I was charged for the 14 day trial after I chose to keep my service. All I am asking is that you stop lying to future customers about the "free" trials and state in the terms that you will in fact have to pay for the trial if you choose to be a customer of **********************.
Sincerely,

*****************************
Initial Complaint
Date:01/03/2023
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 bought a phone that **** told me was an upgrade from the phone I had. Not only did it not include several key features of my old phone, the fingerprint sensor was broken. When I went to return it two days later. Which was well within the 7 day return policy, I was given attitude by both **** and the other associate. I was also charged a restocking fee and they refused to refund the activation fee. The associates were also extremely rude and acted like I was running up all ***** style in the store. **** even told me I wasn't his momma I couldn't tell him what to do when I asked him to not be rude to me.
Business Response
Date: 02/06/2023
February 4, 2023

*********************************
7333 **************.
********************, ** 70706

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

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

On January 16, 2023, we received your complaint, dated January 12, 2023, filed with the Better Business Bureau.

You said you purchased a phone from a Boost Mobile store and you attempted to return it two days later for various reasons. You stated that you were charged a restocking fee without your consent and you were not refunded for the activation fee. You also expressed concern with the customer service you experienced. You requested a refund.

Our Boost Mobile Terms and Conditions disclose that new equipment is sold with a one-year manufacturer's warranty.Boost Mobile does not manage these warranties, and any device issues requiring warranty assistance should be directed to the equipment manufacturer. New Boost Mobile branded devices purchased from any of our authorized third-party retailers are eligible for return within seven days of purchase for a full refund. The device must be returned in like-new condition (i.e., no cracks,scratches, liquid damage or other damage). Handset returns must include original packaging with all original kit components.

Boost Mobile stores are independently owned and operated, and as such, they maintain their own phone inventory and set their own return and exchange policies. As such, your request for a refund cannot be met.

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

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

*********************
Customer Answer
Date: 02/06/2023

Complaint: 18672644

I am rejecting this response because: first of all I was WELL WITHIN the seven day window of returns. The phone was in pristine condition. Secondly- your response was a complete non answer with absolutely zero accountability on your part. Kindly complete my refund.

Sincerely,

*****************************
Business Response
Date: 02/15/2023
February 14, 2023

*********************************
7333 **************.
********************, ** 70706

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

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

On February 10, 2023, we received your rebuttal, dated February 10, 2023, filed with the Better Business Bureau.

You maintain your request for a refund, as you indicated that you were within the seven-day return period for your phone.

You mentioned in your original complaint you were charged a restocking fee and you were not refunded an activation fee. This indicates you did receive a refund for the phone minus the cost of the restocking and activation fees.

As I informed you previously, each Boost Mobile store is individually owned and they reserve the right to maintain their own return/exchange policies. Additionally, the store's policy is printed on the bottom of the receipt you provided.

Your request for an additional refund is unwarranted and is respectfully declined.

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:01/03/2023
Type:Billing 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 have autopay with Boost so they charge my **** each month. They charged me twice in December 2022. I notified Chase of this and they credited back one of the charges (Chase activity attached). I called Boost on 1/2/2023 to notify them and they shut off my phone. The agent can see I was overcharged (Boost charges attached) but said theres nothing they can do because of the charge back from Chase. My account was paid to 1/20/2023 so I would like a refund of the unused days. I no longer trust this company and will be changing providers.
Business Response
Date: 01/27/2023
January 26, 2023

***************************************
3499 ************.
********, ** 21122

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

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

On January 5, 2023, we received your complaint, dated January 3, 2023, filed with the Better Business Bureau.

You stated your account is on AutoPay and you were charged twice in December 2022. You reported this to us, your phone was shut off and you were told nothing could be done since you disputed the charge through your bank.

When we spoke on January 26, 2023, you informed me that you only disputed one of the charges through your bank (since you wanted to keep the service at that time). However, you canceled your service as a result of being unable to resolve this issue, and you would like a refund for the second payment made. As an exception, I submitted a refund for $39.95. Please allow two weeks 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
Boost Mobile
Hours: Mon-Fri 8:00 am to 4:30 pm MT
**************

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

                *****************************
Customer Answer
Date: 01/27/2023

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. ***** from Dish Network has asked me to give them 2 weeks to process the refund.

Sincerely,

***********************************
Initial Complaint
Date:01/02/2023
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 ordered a sim card to put in my own phone to start service with boost. The sim card arrived already activated but My phone would not accept the sim card. Since it was only $5 I just threw it away in my mind I assumed if you dont connect the sim card to a phone its not activate no account should of been created. But it was and my card was charged $25 on 12/17 and I received a message from Boost stating my card will be charged $50 on January the 3rd. How is your system automatically charging for phone service with no active phone? I have talked to all the representatives in ***** who cannot understand that this account was never activated to a phone there is no usage not one minute used no data used at all no phone on the account but I am being charged. I have asked to cancel and the rep put me on hold for 50 minutes and hung up. I want this resolved ASAP because this is basically stealing money from me when I dont even have the service. i asked the rep to refund my $25 she says she cant see a charge for $25 when its right there in the payment history on the account which I have attached. With the economy the way it is no one has money to pay for something they never received. I would like a refund and cancellation. Acct#************
Business Response
Date: 01/27/2023
January 26, 2023

*********************************
2130 *************.
*******, ** 77067

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

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

On January 5, 2023, we received your complaint, dated January 2, 2023, filed with the Better Business Bureau.

You said you purchased a Boost Mobile *** card to take advantage of a free trial. You stated that as the service did not work for you,you threw away the *** card. You also stated that we automatically charged you for service that you did not receive. You requested that we issue a refund for this month of service.

Please be advised that the promotion you signed up for provided a free 14-day trial. This promotion stated that without cancellation of ******************, your service would automatically renew and you would be charged a rate of $25.00 per month. As you did not take the required action to cancel the service, we are unable to issue a refund.

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

                *********************
Customer Answer
Date: 01/27/2023

Complaint: 18673244

I am rejecting this response because: The *** card *** never activated to a phone so you are saying that its okay for the company to charge a customer for services that they never had? Please let me know if thats what you are saying so I can ****************** that this is ************************* operates and I will post on all social media sites including my local news station.

Sincerely,

*****************************
Initial Complaint
Date:01/02/2023
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 came to boost under a promotion called the golden ticket where you get every other month at the beginning and the 9th month free they cut my phone off instead of honoring there promotion
Business Response
Date: 01/25/2023
January 16, 2023

*******************************
1776 **********., Apt. 2
Brooklyn, ** 11234

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

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

On January 5, 2023, we received your complaint, dated January 2,2023, filed with the Better Business Bureau.

You stated that when you signed up for Boost Mobile, you received a promotion where your ninth month of service would be free. However, you are still being charged for this month. You stated that customer support was unable to assist with your concerns.

When we spoke on January 4, 2023, I provided you with a courtesy adjustment to cover this month of service.

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: 10:30 AM 7:00 PM MT, M F
**************

cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210

*********************
Initial Complaint
Date:01/02/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Boost mobile has charged me twice for a service for the past 3 months. I called them to get a resolution and they denied this was happening. I have proof with bank statements.
Business Response
Date: 01/23/2023
January 12, 2023

*********************************
1000 ******.
Bronx, ** 10459

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

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

On January 4, 2023, we received your complaint, dated January 2, 2023, filed with the Better Business Bureau.

You stated that Boost Mobile has charged you twice for service for the past three months. You requested a refund.

I attempted to reach you by phone at ************** on January 5 and 12, 2023, but I was unable to leave a voicemail. I also sent an email request that you contact me to ******************.

Please be advised that our records indicate only a single payment of $50.00 has been made on the 21st of each of the last three months. Please contact me with bank records showing the excessive charges and I will look into it.

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

                *********************
Initial Complaint
Date:01/02/2023
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.
hi,i am writing about boost mobile cell phone company.my problem is last year i was forced to update mt phone do to 3g going away.i upgraded my phone along with the others on my acct.well my phone is noy t working properly which has been going on for atleast 6 months or more.i get a ton of calls that are scam plus my phone goes off on its own plus hangs up my calls plus other stuff.i called the company and told them.the company told me they could not do anything about it and that they would not replace my phone i would have to buy a new one..now i have been with this company for many years and never had this problem.i pay on time and all.this to me is a nusiance.i have medical problems and have been on my phone with my dr and it has hung up on **** want them to do something .i can not send my phone and be left with no phone do to medical conditions. /
Business Response
Date: 01/12/2023
January 5, 2022

Mr. *******************
10 *****************.
**********, ** 07109

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

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

On January 4, 2022, we received your complaint, dated January 2, 2022, filed with the Better Business Bureau.

You said you are experiencing issues with your device.

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.

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.

Our Boost Mobile Terms and Conditions disclose that new equipment is sold with a one-year manufacturer's warranty. Boost Mobile does not manage these warranties, and any device issues requiring warranty assistance should be directed to the equipment manufacturer. New Boost Mobile branded devices purchased from any of our authorized third-party retailers are eligible for return within seven days of purchase for a refund. The device must be returned in like-new condition (i.e., no cracks, scratches, liquid damage or other damage). Handset returns must include original packaging with all original kit components.

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,

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

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

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

Complaint: 18671487

I am rejecting this response because: it is just an excuse to not do anything.i been a customer for years but I guess I will be going to another company.also they do not give you any type of paper contract.

Sincerely,

*******************
Customer Answer
Date: 01/20/2023
1/9/2023
hi,this is in addtion to complaint #******** for which i have heard nothing.iknow have 3 phones with boost mobile service that are having problemsi took to my local boost store to have them fixed and the guys they have in this store is dumb he knows nothing to fix a phone.i know more about dying then he knows about phones.now this company made me change phones do to 5g which they do not have yet they only have 4g.when i call boost they tell me they cant do anything and that i have to BUY new phones.im not rich i get get benefits the hones they made me cancel i never had trouble with.i have been with boost for many years never missed a payment or late payment i do not feel that i should be treated likw this.please help resolve this.i need phones do to heard condition and many other health problems.
Initial Complaint
Date:01/02/2023
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 purchased an iPhone SE from boost mobile. I was told that the iPhone is unlocked and will work with any carrier. I attempted to use boost mobile service, however, I had absolutely no coverage at home. I was not able to make or receive calls. I also do not have wifi at home so I rely on my phone. I had to switch carriers. I am now trying to use the iPhone that I purchased for full price and it says the network is locked. I contact customer care who said they will not be able to assist with unlocking the device. I would like the device I bought for full price to be unclocked so I can use it.
Business Response
Date: 01/12/2023
January 5, 2023

Mr. ***********************
8505A *******.
Brooklyn, ** 11209

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

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

On January 4, 2023, we received your complaint, dated January 2, 2023, filed with the Better Business Bureau.

You requested your device be unlocked.

Boost Mobile will unlock a device under the following circumstances:

?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months

Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile *** card is inserted.

*** 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).

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: 01/12/2023

Complaint: 18671511

I am rejecting this response because:
I received a call from a Boost rep ******** advised me that the phone will be unlocked within 72 hours. It has been several days now and the phone is still locked.
I called Kellen several times and lets multiple voicemails and have not heard back.
We are back where we started.

Phone is still locked except now i spoke to ****** who assured me that it will be unlocked within 72 hours and it has not been unlocked. Another lie from boostmobile.

Sincerely,

***********************
Customer Answer
Date: 01/20/2023
The phone is still locked.
It has NOT been unlocked.

IPHONE SE
IMEI# ***************
OLD BOOST MOBILE PHONE NUMBER: ************
BOOST MOBILE ACCOUNT PIN # ****

Please advise if you require any thing additional.
Business Response
Date: 03/01/2023
January 5, 2022

Mr. ***********************
8505A *******.
Brooklyn, ** 11209

Re:BBB Complaint #********
569985953 - ************

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

On January 4, 2023, we received your complaint, dated January 2, 2023, filed with the Better Business Bureau.

You requested your device be unlocked.

Boost Mobile will unlock a device under the following circumstances:

The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
The device has been active on the associated account for at least 12 months

Your unlock request has been granted; please allow 72 hours for this to process and ensure your phone is powered on with the Boost Mobile *** card inserted.

*** 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).

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

Sincerely,

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

cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210

*********************
Initial Complaint
Date:01/02/2023
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 the 1st of January 2023, I was automatically signed up for autopay for my bill, which I did not want, so I went online to undo that. When I went online, it no longer recognized my number, so I had no choice but to call in. When I called in, I was told my cell phone number, ************, which I have had for YEARS, was taken off and I was given a new random number. I said that I did not authorize this and to change it back. They told me they cannot (even though the number has not been assigned and comes up as not in service. I spoke with EIGHT different individuals over a three-hour span...nothing. I am infuriated. THEY ADMITTED TO THE mistake (a young supervisor named ****). She said she had to escalate this and gave me a ticket number and said someone would be calling. No explanation of why this was done, no explanation of why it could not be reversed.... just a canned company statement. I use this number for work, personal, outside business, etc. I am calling the to talk to them now and STILL no resolution as of January 2nd. This is BEYOND FRUSTATING. I demand MY number be reinstated back to ME immediately. I am a good paying customer. Never a problem from me, and now this???? PLEASE HELP!!!
Business Response
Date: 01/30/2023
January 27, 2023

****************************************************
19123 ****************.
********, ** 60430

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

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

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

You said your phone number was changed without your consent. You also expressed concern with the customer service you experienced. You requested your phone number be reinstated.

I reached out to our back office team and requested that your old phone number be restored. When we spoke, you confirmed that your old phone number was working and you said you consider the matter resolved.

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

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

*********************
Customer Answer
Date: 01/31/2023

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,

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

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