Complaints

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

close

Find a Location

Boost Mobile has 268 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

• 

  Team Mobile - Green Springs

  66 Green Springs Hwy Homewood, AL 35209-4902

• 

  Boost Mobile

  827 Taylor Ave Towson, MD 21286

• 

  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

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:01/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new ******** phone at a Boost Mobile store on October 28, 2022. The phone worked wonderfully until about early December. I was constantly losing network and couldn't make or receive calls and texts. I had to restart my phone 3-4 times a day for it to work properly. However, I got tired of restarting my phone often so I contacted Boost support in early December about the issue. They sent me a new *** card but the issue seemed to have resolved itself so I decided to hang onto to the *** card just in case. On December 31, 2022 the issue started again. After an hour and a half of being on hold with Boost, the new *** card was activated and my phone worked just fine. When I woke up on January 1, 2023, my network was dead again so I tried restarting my phone per usual but this time, no matter how many times I restart my phone, I have zero network. I called Boost two more times and I was told to mail my phone to ******** but I have two jobs, one being a work from home job, so I can't be without a phone for too long. I asked if I could exchange the phone at the store where I purchased it, but I was told the warranty is only seven days! Boost Mobile pretty much took my $80 and sold me a faulty phone. I have been a Boost customer for many years but today I am leaving their services. I want the $80 I paid for this phone back.

  Business Response

  Date: 01/10/2023

  January 4, 2023
  
  
  
  ******************************************
  21150 *****************.
  ****, ** 77449
  
  Re:          BBB Complaint #********
                  ********* - ************
  
  Dear ****************:
  
  On January 3, 2023, we received your complaint, dated January 1, 2023, filed with the Better Business Bureau.
  
  You stated that the device you purchased from a Boost Mobile retail location is malfunctioning and you would like 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.
  
  Please also be advised that all Boost Mobile retail locations are independently owned and operated. As such, these retail locations are permitted to set their own return and refund policies. Please contact the retail location with any complaints related to these policies.
  
  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: 01/10/2023

   
  Complaint: 18668843
  
  I am rejecting this response because:

   

  Boost Mobile claims the refund policy is only one week but when I called on January 1, 2022 to cancel my service, the manager I spoke to said "may I offer you a new iPhone?" I told her she had told me earlier that day that Boost Mobile doesn't offer a replacement phone in the case of malfunction and she responded "Well I didn't know you were going to cancel your service." She then offered me two new iPhones, one for me and one for my husband, three months of free service, and even half off service for life. Boost Mobile claims they can't and couldn't give me a replacement phone or a refund yet when I was in the process of cancelling my service, they were willing to offer me not one new iPhone, but two new iPhones. It looks like they were able to help me out but they didn't want to. I am glad I cancelled my service with them. I was a loyal customer for over seven years and never had any issues until now. I find it hard to believe that Boost Mobile can't refund me $80 but also has the ability to offer me a new iPhone. It just doesn't make sense. Thank you for nothing, Boost Mobile. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/24/22 I purchased a phone after speaking to a rep about a question I had about a phone with the *** Boost had a promo going on $9.99 for A23 ******** I called Boost to ask if it would work with the *** they said yes yes yes when I get the phone I call to add the acp and they said go into store to ADD THE CREDIT I go to the store and they say nothing is free and the plan is $5 and month and I cannot use that phone because it was activated on the NEW boost network. I was furious I drove almost 45 minutes to the nearest Boost store and then I spent 6 hours trying to figure it out with a boost FRANCHISE store not corporate because there isnt one for miles! ***** god I went to the one I did because she helped me out! The first phone number I got was ********** and they said I could use it on acp which was a lie. The second one I got was ********** which is my acp line. They lied to me about the fees I paid $40 for the service I couldnt use and then I had to pay a $35 activation fee and $5 for the plan and $7 for insurance Im ****** because Boost failed me every time I asked them for help. I want alllll my money back. EVERY SINGLE DIME and they need to make the plan actually free and a better way for people to redeem the ***. They scammed me out of almost a $100 and their customer service is atrocious. I want my acp account but yall need to call me asap and preferably someone from the ***

  Business Response

  Date: 01/25/2023

  January 16, 2023
  
  
  
  ***********************
  103 Franklin ************** ** 25951
  
  Re:          BBB Complaint #********
                  ********* - ************
  
  Dear ************:
  
  On January 3, 2023, we received your complaint, dated January 1, 2023, filed with the Better Business Bureau.
  
  You expressed concern that your Boost Mobile Affordable Connectivity Program (***) service was $5.00 a monthnot freeand you were required to sign up in-store. You also expressed concern that you were paying $7.00 per month for device insurance. You also stated that you were charged an activation fee for your service. You requested a full refund of all payments. 
  
  When we spoke by phone today, I advised you that the *** does not provide service for free. Rather, it offers a monthly benefit of $30.00 per month. If you would like to reduce your plan to a lower-cost option that will be within the monthly $30.00 benefit the *** provides, please go to one of our Boost Mobile retail locations. You will be required to re-enroll with ***.Unfortunately, customer interaction is required to apply your *** benefit to your Boost Mobile account. We regret any inconvenience this may cause.
  
  Please be advised that Boost Mobile retail locations are independently owned and operated. As such, they are allowed to charge customers an activation fee when signing up for service in-store. Please direct any complaints regarding this activation fee to the retail location in question.
  
  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:12/31/2022

  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.

  While talking to a friend, my phone shut down ending my conversation. A recording came on thanking me for choosing Boost Mobile and telling me what buttons to push to change my phone number and then what button to push to find out what was going on. After asking several times to speak with a representative, a female finally came on the line. When she came on line she kept trying to get me to give my personal info. I finally just hung up. At no time was I told the call was a "sales" call. I was under the impression that my carrier may have been changed/renamed without giving prior notice.How was out Mobile able to access my phone ending my active call? And not at anytime stating that it was a sales call,

  Business Response

  Date: 01/24/2023

  January 23, 2023
  
  
  
  *****************************
  120 ***********.
  **********, ** 21783
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ****************:
  
  On January 3, 2023, we received your complaint, dated December 31, 2022, filed with the Better Business Bureau.
  
  You said a call you were on was interrupted by a salesperson.
  
  Please note that Boost Mobile cannot interrupt an active call on any network, nor do we market our service through outbound calls.
  
  While we sincerely regret any confusion or inconvenience this issue may have caused, Boost Mobile cannot and does not market our service in the fashion described.
  
  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
  **************
  
  cc:           ****** /******* Better Business Bureau
                  *******************************., #***
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:12/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Date:11/25/22 Paid: *****+ ***** The Businesscommitted to providing me with: a ******* Galaxy A23 5G and a month of Unlimited data.The Nature of the Dispute: I never receivedmy product, *** tracking notified me that the package was damaged and being held while they contacted the shipper. I contacted Boost Mobile where I was told I would be contacted in up to 7 businessdays about the package and if they were going to be sending another one.I never received a phone, and I never receiveda callback, I contacted them myself a few days after the 7 days. When I contacted them, I was told I could not receive a replacement phone because I never sent in the damaged phone. But I never had said phone in my possession, it was stillin ***' hands. After spending over an hour on the phone with Boost Mobile, I requested a refund. I was initially rejecteda refund for the same reason of I personallyneeded to ship back the phone I ordered but never got. After explaining this several more times, I was finally told that my refund was being processed, and it would be given in 3-7 business days, and to check with my bank to make sure they finalized the transaction.It is now five days past the time frame, and the refund is not pending at my bank.Now, Boost Mobile had withdrawn ***** from my card to pay for the monthly service after:1. I never received the phone2. I never activated or was able to use the service I bought with that phone3. I never granted permission for automatic withdrawal.They also keep telling me I have an account with them, But I hadn't signed up for one. The representative over the phone made an account for me to process the refund, but I was not given the information to access that account myself.Whether the Businesshas Tried to Resolve the Problem: Partly, they just haven't followed through and are making it worse.Order#: 7171-475240-2644 Tracking#:1Z52A2590306501580

  Business Response

  Date: 01/27/2023

  January 26, 2023
  
  
  
  ***********************
  993 *************., #****
  *********, ** 89002
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On December 30, 2022, we received your complaint, dated December 30, 2022, filed with the Better Business Bureau.
  
  You stated that you purchased a phone from Boost Mobile.However, the shipment was marked as damaged by the carrier, and it was never received. You said you were charged for service even though the phone was not received. You requested that we issue a refund for the phone and for the month of service.
  
  I have reached out to our order fulfillment team in an effort to determine what happened with this order. Unfortunately, at this time,I have received no further information. I will reach out with further information as it becomes available to me. We regret any inconvenience this may cause.
  
  Please note that when signing up for Boost Mobile service,you are provided notice that your plan will activate automatically and that you will be enrolled in autopay for your monthly payments. Our records indicate that autopay has been removed from your account. As a courtesy, I have issued a one-time credit to your account for $40.35.
  
  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:12/30/2022

  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.

  Purchased a Boost Mobile "Black Friday 2022" online phone and service package for new customers /with a port in # option.The advertised price was for a ******* Galaxy A23 5G phone and the first month's service unlimited talk and text, and 35gb data. And after the first month, you would only pay $25/mo.The exact wording on the ad:(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.)My bill for this package was as follows:Phone $9.99 Phone credit -$90.00 1st month's unlimited $40.00 Boost mobile sim kit envelope $0.00 Taxes $1.53 Total amount paid $51.52 Order # ****-439879-0736 11/19/22 I screenshot the advertisement, I rolled video on the advertisement. I have the link of the advertisement. I activated the phone and ported my phone number of 16 years to Boost Mobile on 11/30/22.Then on the same day, 11/30/22, I get billed an additional $40.76 monthly recurring charge, consisting of $40.00 Monthly unlimited $.046 Surcharges $.30 Taxes And a $17.74 monthly recurring charge, consisting of $9.99 Galaxy A23 5G $0.00 Surcharges $7.75 Taxes I paid for the 1st month service with the purchase of the online deal.And got billed again the same day of activation????And today I was billed $40.76 for service.It was supposed to be $25.00/mo. on the beginning of the 2nd month per the advertised price which is legally a contract between Boost Mobile and the customer when ********************** accepted the payment on 11/19/22.After multiple online chats with Boost Mobile Csa's and multiple phone calls to Boost Mobile customer service agents and a supervisor, I have not been able to resolve the issue.They claim they can't honor the deal.I have all the links.Can someone from Executive Resolution reach out and fix this?

  Business Response

  Date: 01/20/2023

  January 20, 2023
  
  
  
  Mr. *************
  1276 **************.
  *****************, ** 92252
  
  Re:          BBB Complaint # ********
                  ************ - *************
  
  Dear **********:
  
  On December 30, 2022, we received your complaint, dated December 30, 2022, filed with the Better Business Bureau.
  
  You said you responded to a promotion offering unlimited talk/text and 35 GB of data for $40.00 the first month with $25.00 per month thereafter. However, you stated that after the first month, you were charged $40.00. When you called inquire about it, you were told you were not eligible because you are not a new customer.
  
  When we spoke on January 20, 2023, I explained that this issue was caused by a system error, which has been resolved and your monthly cost going forward will be $25.00. In addition, a one-time credit was applied to your account to correct the $40.00 payment you made on December 30,2022.
  
  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: 8:00 am 4:30 pm MT (M F)
  **************
  
  cc:           ****** / ******* Better Business Bureau
                  *********************************., #***
                  ******,** 80210
  
  *****************************

  Customer Answer

  Date: 01/20/2023

   
  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:12/30/2022

  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 recently tried to port my number over to another carrier. Even though I obtained the correct account and PIN number from **********************, the new carrier says Boost will not release the number. I tried to contact Boost's ******************** and was transferred to several other different departments and was still unable to reach an agent after waiting an hour.

  Business Response

  Date: 01/27/2023

  January 26, 2023
  
  
  
  ***********************
  10308 ***********.
  ****, ** 98031
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ************:
  
  On December 30, 2022, we received your complaint, dated December 30, 2022, filed with the Better Business Bureau.
  
  You said you initiated a request to port out your number to a new provider, but Boost Mobile will not release the number.
  
  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 your port out request was completed on January 7, 2023.
  
  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 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.
  
  Sincerely,
  
  *******************
  

   

• Initial Complaint

  Date:12/29/2022

  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 Mobile refuses to give me my account number which is required in order to keep my number with a new carrier.

  Business Response

  Date: 01/20/2023

  January 19, 2023
  
  
  
  ***********************
  194 ***********.
  *****, ** 28621
  
  Re:          BBB Complaint # ********
                  ********* - *************
  
  Dear **************:
  
  On December 30, 2022, we received your complaint, dated December 29, 2022, filed with the Better Business Bureau.
  
  You said you were not given your Boost Mobile account number to port out to another provider.
  
  Our system shows that your phone number was ported to another provider on January 5, 2023.
  
  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.
  
  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 Escalations Team
  Boost Mobile
  Phone Hours: 8:00 am 4:30 pm MT (M F)
  **************
  
  cc:           ****** / ******* Better Business Bureau
                  *********************************., #***
                  ******,** 80210
  
  *****************************

• Initial Complaint

  Date:12/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased a phone and service from boost mobile on 11/05/22 at 7pm i still have not received the phone or refund. i have talked with over 22 different representatives and supervisors and went to the store and still nothing! i just want my money back i repeat i just want my money back and the fact that they don't have any real stores and just authorized dealers are alarming!!! i have spoken with 2 more people about similar situations and they too have not gotten a dime back! i have all receipts and confirmation numbers and card charges to back me up! i want my money back!!!!

  Business Response

  Date: 01/24/2023

  January 23, 2023
  
  
  
  *******************************
  8016 ********.
  ************** 95828
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On December 30, 2022, we received your complaint, dated December 29, 2022, filed with the Better Business Bureau.
  
  You said you ordered a phone and service from Boost Mobile but never received either. You requested a refund.
  
  When we spoke, I informed you that Boost Mobile refunded your $94.62 payment to your PayPal account on November 9, 2022. You indicated that PayPal told you the refund was canceled, so I double-checked with our Refunds Team, and they confirmed that the refund was processed and it was not returned.As such, I recommended that you contact PayPal regarding this issue.
  
  We sincerely regret any inconvenience or confusion 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
  **************
  
  cc:           ****** /******* Better Business Bureau
                  *******************************., #***
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:12/29/2022

  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.

  Hello, my name is ********************* and I ported my number ********** over from the Boost Mobile Old ** 'Legacy' Network to the Boost Mobile NEW BTN 'Transformed' Network on Dec 13, 2022. Since that day my phone has not lost service at all! I'm still able to make calls and use the data with no problem with the same phone number. The problem is that after the port was done it said ACTIVATED but I could not make a payment on the account because it said invalid number. If I cannot make a payment on the account I can lose my number which I don't want. I called customer service and when they located my account they said that my account was active but it was also on ************ status and that I had to wait a provisioning time of 2-3 days. I waited but nothing was fixed so called back and they told me to wait another 3 days and still NOTHING. It's weird how when I call either network they both cant look up my account with just my number, it always with the email address or they transfer me to porting center. I have called numerous times over and over and even contacted a boost mobile account executive to escalate the situation or create a ticket (which she did) and still nothing. I don't know what else to do everyone just tells me that they are working on it but I never get an update on what's going to happen. I really don't want to lose my number because if it is able to make calls with the boost mobile sim card then it has to be somewhere! It's now 12/29/22 and I have been trying to get a solution for over 2 weeks this is ridiculous how nobody at boost can help me with this!! old account pin ****, new account pin **** somebody please get in contact with me or help me resolve this I'm running out of time.

  Business Response

  Date: 01/23/2023

  January 21, 2023
  
  
  
  ********************************************************************************************************* 23235
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ************:
  
  On December 30, 2022, we received your complaint, dated December 29, 2022, filed with the Better Business Bureau.
  
  You said you migrated to the expanded network, but since then you have been unable to make payments online.
  
  When we spoke, you said you were able to make payments on the Boost One App and that you consider the matter resolved.
  
  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
  
  *********************

• Initial Complaint

  Date:12/29/2022

  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.

  One year ago, I purchased a new phone (a ******* Galaxy ******) with a prepaid Boost Mobile annual plan. Im now interested in unlocking the phone, so I called Boost Mobile support for help with that.The person I spoke to initially said it could be done, but they needed to transfer me to another department. They transferred me and I was put on hold for a very long time. Nobody ever answered my call, and I was eventually disconnected, forcing me to call back. This same process repeated multiple times, and I never reached anyone at the correct department.This was extremely frustrating and disappointing.I spent a long time on the phone trying to get help, and it was ultimately time wasted, since I never reached anyone who was able to assist **** feel that this is unfair to me and not a very good way to treat customers.Please help me get in touch with someone who will actually be able to help with this. Thank you for your prompt attention to this, and please let me know if there is any other information you need in order to assist me.

  Business Response

  Date: 01/10/2023

  January 3, 2023
  
  
  
  ******************************************************************************************* 11219
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ************************:
  
  On December 30, 2022, we received your complaint, dated December 29, 2022, 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 previously been granted; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile SIM card is inserted. Please also ensure your phones software is updated.
  
  Please be advised 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).
  
  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: 01/10/2023

   
  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,
  
  *******************************