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

4,973 total complaints in the last 3 years.
1,505 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/22/2022
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.
Purchased 2 I Phone 12 for kids Christmas. Received confirmation. Shipped and received 4 I Phone 12, as well as being charged for 4. Could not contact for a week, week of Thanksgiving and I work in a Restaurant so had to wait until first week after Thanksgiving to call. Called and representee said that they gave me 4 iPhone's because I was a good customer? I stated I was charged for 4 and only ordered 2. She said then you have to send 2 back. I was transferred to troubleshooting? Not sure why, but the other lady after an hour on the phone got it straighten out. As long as long as I send the extra 2 back they will refund me. I sent them back 2 days before Thanksgiving. I called back on 12/6/2022 to be on the phone again for an hour. Supposedly they found my return and said I had to wait 7 to 14 days to be refunded. This is the problem. Number one I only ordered 2 I Phone 12's. Boost Mobile sent 4, their mistake. Now I'm over here paying interest on my credit card for their mistake and still no refund. I paid over 139$ in November for Boost mobiles mistake. The last refund confirmation number given to me was I2269745903 in regards to ************ and the purchases. I've given them everything they need, Ek-BEPP-*********. As well as Meid ***************. and *************** as returns, with the tracking number to be received #********. The last call I was given I2269745903 as a refund number? I have shown proof that it was not my mistake, it was Boost mistake. I should not have to pay interest on their mistake. It is now 12/22/2022 I don't care about 7 to 14 days if I have to wait then you pay my interest, I didn't make the mistake you did!
Business Response
Date: 01/19/2023
January 19, 2023

*****************************
1843 1/2 *****************.
Mansfield, ** 44903

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

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

On December 28, 2022, we received your complaint, dated December 22, 2022, filed with the Better Business Bureau.

You said you ordered two iPhone 12 phones but received four phones by mistake. You indicated that you sent two of the phones back, yet you have not received a refund. You mentioned you were being charged interest from your credit card company. You also expressed concern with the customer service you experienced. You requested the funds be returned.

I have confirmed that your return package arrived at our warehouse on November 23, 2022, and I submitted a refund for $1,455.18.Please allow up to 19 business days for processing.

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

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
                *************************************350
                ******,** 80210

*********************
Customer Answer
Date: 01/19/2023

Complaint: 18631118

I am rejecting this response because: I have already waited 40 business days for the refund, now I have to wait another 19 business days for a total of roughly 2 months? Technically they should be responsible for the interest I had to pay on the amount as well, seeing how it was there fault. What about all the lies and run around every time I called? Regardless I called my credit card company which I should have done last year and you can deal with them. I have never been through anything like this before and am really contemplating moving onto a different provider. I will never use their online ordering service again. Boost mobile really needs to get their stuff together.

Sincerely,

*************************
Business Response
Date: 02/01/2023
January 28, 2023

*****************************
1843 1/2 *****************.
Mansfield, ** 44903

Re:          BBB Complaint #********
                208431631 - ************

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

On January 26, 2023, we received your rebuttal, dated January 26, 2023, filed with the Better Business Bureau.

You expressed dissatisfaction with the timeline for your refund, and mentioned that you called your credit card provider. You also expressed concern with the customer service you experienced.

Our records indicate you placed two orders that is why you received two extra iPhones.

A refund request was previously submitted for the returned devices, but our records confirm a chargeback was filed on January 18, 2023. As such, the refund was not processed.

I apologize for the way your concern was handled. It's unfortunate that we have failed to meet your expectations. I appreciate you bringing this to my attention, and we thank you for your feedback.

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

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

*********************
Customer Answer
Date: 02/07/2023

Complaint: 18631118

I am rejecting this response because:

Sincerely,

*************************
I never ordered 4 phones I ordered 2 phones. Boost Mobile sent me 4 phones. I have proof with all emails related. For them to say that I lied and ordered 4 phones now is completely astonishing. They mistakenly sent me 4 phones and them being 700$ a piece is a problem. The bigger issue is not accepting the fact they made a mistake. Regardless my credit card company are fighting these scum bags. Boost mobile are liars and their sub contracted customer service to ***** is an even bigger sham. I hope the BBB notices their last response to their newest. They admitted to the issue and then rebutted and said it was my fault. They said they made the mistake and in the second email stated that I ordered more than what I wanted. How convenient for a million dollar company to push blame to the small man. This company are crooks!!!!! I never ordered 4 phones!!!!!!
Business Response
Date: 02/20/2023
February 17, 2023

*****************************
1843 1/2 *****************.
Mansfield, ** 44903

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

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

On February 14, 2023, we received your rebuttal, dated February 13, 2023, filed with the Better Business Bureau.

You maintain that you only ordered two phones but you were charged/sent four phones.

Our records indicate the first order was confirmed on November 15, 2022, at 11:17 pm, and the second order on November 15, 2022, at 11:39 pm. Enclosed are copies of these invoices 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 Mobile
Phone Hours: Tuesday through Saturday 8:00 am - 4:30 pm MT
**************

Enclosure

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

*********************
Customer Answer
Date: 02/24/2023

Complaint: 18631118

I am rejecting this response because: Boost Mobile clearly made a mistake, yes there are two separate order numbers but that was created by them. This has been going on for months, there are numerous calls into them in regards and their own customer service agents have told me that the problem was on their end. If they now want to say I ordered four phones then why did they make me send them back the other two? Also why did they say expect a return in 19 days? After two months of back and forth they can now deal with my credit card company. Boost Mobile has the other two phones that they requested an immediate return, so I did. So I should pay for them even though they requested the return for a refund? This is super shady business practices beyond belief. We already have record of Boost Mobile stating that they received the two phones that were not ordered and that a refund was to be accepted. So now, why, is there any issue? Do they think that a normal person would send them merchandise back and not expect a return and that being a large sum of *******? No, sorry! I'm not going to call them anymore, I'm not going to put myself through the madness. You owe my credit card company now scum bags. The odacidy that a professional company would pull such a move is sickening. They could have from the beginning say they didn't do refunds and make me keep the four phones? Duh! But to put me through this type of madness, and request the phones back to then later tell me I'm a liar, after call after call that a refund was in order after they received the product back? They are Liars and cheats, never do anything with Boost Mobile. Also don't forget, you now owe Discover, not me scum bags!!!!!! Also if there is a problem with my current service I will call the feds, because I take that as an direct retaliation to my answer.

Sincerely,

*************************
Business Response
Date: 03/07/2023
March 7, 2023

*****************************
1843 1/2 *****************.
Mansfield, ** 44903

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

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

On March 7, 2023, we received your rebuttal, dated March 3, 2023, filed with the Better Business Bureau.

You maintain that you only ordered two phones, but you were charged/sent four phones. You also expressed concern with the customer service you experienced.

Our records indicate the first order was confirmed on November 15, 2022, at 11:17 pm and the second order was confirmed on November 15, 2022, at 11:39 pm. Additionally, you previously mentioned you disputed the payment with your credit card provider. As such, the funds have been returned. At this point, we respectfully consider the issue closed.

We strive to provide excellent 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,

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

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

*********************
Initial Complaint
Date:12/22/2022
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.
12-22-22 we called Boost Mobile to pay for more phone as every 3 months within range to on time top-up the phone..The employees gave a hard time arguing that they cancelled our plan on 12-07-22 saying that they couldn't redo anything for us.They would not help or listen to what we wanted as just get our phone working for us, we use it along with driving for emergencies.We let them know that we had over 300 dollars saved up on that line - they make it like we lost our money.They kept putting us on hold to wait for their next excuse which was keep happening...'Had the phone for 16 years no problems with Virgin Mobile who were bought out.We called back after hung up upon and they kept hanging up on our home line number.And there was no notification of the cancelation of our emergency phone.
Business Response
Date: 01/12/2023
January 6, 2023

***********************
15 **************.
*******, ** 06470

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

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

On December 28, 2022, we received your correspondence, dated December 22, 2022, with the Better Business Bureau.

You stated that your wireless service was migrated to Boost Mobile from Virgin Mobile with a credit balance. You said this account was canceled on December 7, 2022, and your credit balance was lost. You requested that we refund these monies.

When we spoke by phone today, I advised you that your Boost Mobile account was canceled due to the **** network being decommissioned. We regret any inconvenience this may have caused.

Please be advised that the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable;any unused funds remaining on an account at the time service is canceled will be forfeited. Nevertheless, I have submitted a refund request for the credit balance of $86.25. Please 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 Escalation Team
Boost Mobile
Monday Friday, 8:00 am to 4:30 pm MT
**************

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

                *********************
Initial Complaint
Date:12/22/2022
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.
My boost mobile phone bill was due 12/10/22 and my payment was made on the boost mobile one app. My phone stopped working December 14, 2022 and up umtil today December 22, 2022 it still doesn't work. I've been to 3 boost mobile stores 2 in *********** and 1 in Georgia. I've called store support and ********************** the store and on the phone for 1 hour and 30 minutes (with proof) and no one still can tell me what's wrong with my phone not when will it be fixed. I had to drive 12 hours and be in another state without my phone and missed work and calls. I do work on my phone but not my internet is not working. Everytime I try to make a call it doesnt even ring. It automatically hang up. It's not connecting. We've done all the troubleshooting steps that's even possible to do, but it's not working. THIS IS NOT SAFE FOR ME AND ITS EFFECTING MY BUSINESS.DEFINITELY UNACCEPTABLE.
Business Response
Date: 01/12/2023
January 5, 2023

***************************************
874 ***************.
********, ** 39466

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

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

On December 28, 2022, we received your complaint, dated December 22, 2022, filed with the Better Business Bureau.

You stated that your service was shut off despite making your payment on time. You requested that we provide a brand new phone and free Boost Mobile wireless and hotspot service.

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.

Please be advised that our records indicate that your service was restored on December 22, 2022, and a $50.00 one-time credit has been applied to your account as a courtesy.

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: 02/08/2023
I contacted Boost Mobile in December about my phone not working. It completely stopped and I was not able to make phone calls, send text nor use my internet. I missed work and things. The same problem have occurred. Since 2/7/23. I can't make phone calls, I can't use the phone without wifi. I was told my phone was cut off by thr fraud department and I barely when use my phones text message and call feature I'm usually using through apps and social media. This is Ridiculous and unacceptable because this is causing me to ******************* I'm supposed to be using my phone to do work. My phone bill is paid, my data is not out. I can't even log into my boost one app. ..this is horrible. The day I really need my phone this is happening. I'm very tired of it. I need this issue resolved ASAP.
Business Response
Date: 02/22/2023
February 9, 2023

*************************************
*******************************
********, ** 39503

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

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

On February 9, 2023, we received your complaint, dated February 8, 2023, filed with the Better Business Bureau.

You stated that your account was disconnected without your authorization. You requested it be reactivated.

A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy, please visit ***********************************************************************************;

For any additional concerns regarding this issue, please email ***********************************.

Sincerely,

*****************************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Mobile
Monday - Friday 8:00AM - 4:30PM MT
**************

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

*********************
Customer Answer
Date: 02/23/2023
Complaint: 19365768

I am rejecting this response because:

Sincerely,

*********************************
Customer Answer
Date: 03/01/2023
To Whom this may concern in Boost Mobile,

This is My second time having MAJOR issues with my phone which the first time was in December 2022 I contacted BBB and called AND emailed Boost MULTIPLE TIMES. My phone is how I work. I don't work off of a computer I work off of my phone EVERYTHING is done from here as far as work and communication goes.

So I had to travel 6 hours ONE WAY equalling 12 Hours for both ways without my phone. Plus had to endure 3 4 days out of the state without a working phone (THAT I paid the bill on).

Then it started working again like a week later. I let that slip because one lady gave me a 2 month credit which is not alot compared to what I lost and the stress I went through.

NOW my phone get cut off again with absolutely NO explanation. No nothing. I missed work AGAIN and was it caused stress and me to lose income and not be able to pay certain bills so it caused me to be late on bills. My phone was cut off. I called and texted and email Boost Mobile from another device the customer service agents didn't know what was going on. They told me to email *********************************** and no one emailed me back and I emailed Feb. 8, 2023.

I kept asking what happened. No one could answer me. No one in customer service knew what the issue was. So I texted a lady who helped me the last time My phone was off. She didn't respond either time.

Then finally someone said the fruad department cut it off I asked for PROOF OF THE NUMBER THAT WAS CALLED FROM MY NUMBER.
I ASKED FOR PROOF OF HOW MANY TIMES THE NUMBER WAS CALLED.
I ASKED FOR PROOF OF WHEN DID THE NUMBER START BEING CALLED.

If I have a phone with paying the bill I should be able to call out and call numbers, but the number they said I called they was fraud is no where in my call log.

So i need proof of what was fraud. Why did they cut it off. Why didn't no one reach back out to me after emailing like 14 people..

I NEED PROOF. DOCUMENTS STATING THIS INFORMATION OF WHY THEY CUT THE ***** OFF.

THIS IS UNACCEPTABLE.

I ALSO ASKED THE **** CAN SHE FIND PROOF AND SHE SAID They are unable to provide me with the requested information.

But the information should be accessible especially if it jus thappeend and its on computer. No way they should be able to cut my phone off with no proof.

I NEED PROOF. !!!!!!!!!!!!!!!!!!
Business Response
Date: 03/24/2023
March 23, 2023

*************************************
874 ***************.
********, ** 39466

Re:BBB Complaint #********
616205438179 - ************

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

On March 7, 2023, we received your complaint, dated March 1, 2023, filed with the Better Business Bureau.

You stated that your account was disconnected without your authorization. You requested it be reactivated. Additionally, you are requesting information about the disconnection of your service.

A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy, please visit ***********************************************************************************;

For any additional concerns regarding this issue, please email ***********************************.

A review of your account shows your service is active.

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
Monday Friday 8:00AM 4:30PM MT
**************

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

*********************
Customer Answer
Date: 03/30/2023

Complaint: 18627971

I am rejecting this response because:
No one gave me proof of why and how it was violated. I've been using my phone and this number for a few years and I call the same numbers and never had my phone cut off. They didn't provide proof of my phone violating a rule. And I've called a number and it said the number is disconnected. This have messed with my livelihood.

Sincerely,

*********************************
Customer Answer
Date: 04/06/2023
Some days it worked and some days not. But it was off for about 2 weeks.
Business Response
Date: 05/10/2023
May 9, 2023

*********************************
874 ***************.
********, ** 39466

Re:BBB Complaint #******** - 2nd Rebuttal
616205438179 - *************

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

On May 5, 2023, we received your complaint, dated April 19, 2023, filed with the Better Business Bureau.

You continue to request the reason why your service was interrupted.

While I regret that you do not agree with the information I provided in our previous correspondence and phone call, I believe I offered you a considered and fair response to your complaint. At this point, I respectfully consider the issue closed.

If you wish for further clarity, please review our terms of service and email provided in my prior letter.

Sincerely,

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

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

*********************
Customer Answer
Date: 05/12/2023

Complaint: 18627971

I am rejecting this response because:

can somome provide me with free service and hotspot service and devicd to ensure that this will not happen again.

Sincerely,

*********************************
Initial Complaint
Date:12/22/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i already filed a complaint against them and the email they sent said they would unlock phones but didnt and the number that they left to call about questions and concerns i have called every day and left messages every day since december 9 and no one has answered
Business Response
Date: 01/12/2023
January 5, 2023

*********************************
5909 *************************************.
***********, ** 61607

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

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

On December 22, 2022, we received your complaint, dated December 22, 2022, filed with the Better Business Bureau.

You stated that your device has not yet been unlocked. You requested that we unlock your device.

Our system indicates that your unlock request has already been granted and that the phone is unlocked; please ensure your phone is powered on with the Boost Mobile SIM card inserted, and please ensure that your phones software is completely up to date.

As we already advised you, 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
Boost Mobile
Monday Friday, 8:00 am to 4:30 pm MT
**************

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

                *********************
Initial Complaint
Date:12/22/2022
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.
Boost Mobile failed to unlock my cell phone even though it met the requirements to do so. My calls to Boost Mobile occurred in November 2022. The first case# they gave me was *********. After waiting two weeks, I called Boost again and was told that I needed to update my email address. I confirmed they had my correct email address. They gave me another case# *********. A day after I contacted them I received an email from T-Mobile that Boost had requested my phone be unlocked and I should leave the phone on for two days. After five days the phone remained locked. I called Boost again and was told that according to their records my phone was unlocked. I told them that the phone indicated that it was still network locked. I was then told that there was nothing more they could do. To this day the phone indicates it is still network locked.
Business Response
Date: 01/10/2023
January 3, 2022

Mr. ***********************************
109 ******.
*************, ** 08096

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

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

On December 22, 2022, we received your complaint, dated December 22, 2022, filed with the Better Business Bureau.

You requested that Boost Mobile unlock the phone associated with your account, but they have not.

Please be advised that our records indicate this issue has been resolved through the ********************************** 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 Mobile
Monday - Friday 8:00 am to 4:30 pm MT
**************

Enclosure

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

                *********************
Customer Answer
Date: 01/11/2023

Attached is a picture of my phone clearing indicating it is still locked and the issue has not been resolved.
Complaint: 18626629

I am rejecting this response because:

Sincerely,

***********************************
Business Response
Date: 01/23/2023
January 20, 2023

Mr. ***********************************
109 ******.
*************, ** 08096

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

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

On January 20, 2023, we received your rebuttal, dated January 19, 2023, filed with the Better Business Bureau.

You maintain your device is still locked.

Our records indicate that your unlock request has already been granted and your phone is unlocked for domestic/international use. Please ensure your phone is powered on and the Boost Mobile *** card is inserted. Please also ensure that all software on your device is fully updated. If the *** card is not installed and the device is not updated, it may not be able to receive the unlock push from our network. If your phone requires a Master Subsidy Lock (MSL) PIN, please use ****** when your device instructs you to do so.

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: 01/27/2023

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:12/21/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a ******** phone worth $100 (activation and the phone itself). I purchased the phone on November 1. I picked up the phone on November 6 and it was not working. It would not take a charge. It would charge but as soon as I unplugged it, the battery would drain and go dead. I contacted ******** and they advised me to ship the phone to the repair department. I shipped the phone and received it back 2 weeks later. I brought it back to Boost because the phone did not come with a SIM card. I had to go buy a SIM card. They called Boost **************** to activate it. They told me I would have to wait 72 hours to activate it and that I would have to pay my phone bill. They told me 72 hours twice and my phone is still not on. I'm caught up on my bill.
Business Response
Date: 01/12/2023
January 5, 2023

Mr.***********************
1570 *************., F
***********, ** 70112

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

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

On December 22, 2022, we received your complaint, dated December 22, 2022, filed with the Better Business Bureau.

You stated that you purchased a ******** phone on November 1, 2022. When you picked it up on November 6, 2022, the battery would not hold a charge. You were told to send it back to ******** for repair. You received the phone two weeks later,but it did not have a SIM card. When you called to activate the new SIM card you purchased, you were advised an additional payment needed to be made and then it would take up to 72 hours to restore the account. You said you have contacted customer service several times since and you continue to be advised that your account will be restored within 72 hours. You indicated that this has yet to occur, even though your account is current. You requested a refund.

In our correspondence, I advised you that your account prompted a payment because you were in a new billing cycle. You were informed a credit has been issued to restore your account, as you were not able to use the service for the whole previous month. The account was successfully restored on December 27, 2022.

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:12/21/2022
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.
The local Boost retail store said my phone would work with Boost. I bought the $100 yearly plan based on this. But when I tried to activate it, (numerous times) it said it was not compatible. I asked for a refund and was assured it was forthcoming. I have not gotten the refund and have contacted Boost **************** 4 times with their assuring me each time that the refund would be made to me within 72 hours.
Business Response
Date: 01/18/2023
January 18, 2023

*****************************
2504 **********.
*********, ** 34205

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

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

On December 22, 2022, we received your complaint, dated December 21, 2022, filed with the Better Business Bureau.

You said that you purchased a phone from a Boost Mobile store and paid for a year of service. You indicated that the phone was not compatible.

I attempted to reach you at ************** on January 17 and 18, 2023, and I left two voicemails. I also emailed you at **********************.

In my last message, I informed you that I have been unable to locate an account linked with your information. I requested that you contact me with the phone number or email address linked to your account, so I may better assist you.

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

                *********************
Initial Complaint
Date:12/21/2022
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.
Placed an order, order has an Error on it. They won't cancel it nor refund the money for the order! I need my money back.
Business Response
Date: 01/16/2023
January 16, 2023

*******************************
723 **********., Apt. 3
*******, ** 42003

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

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

On December 22, 2022, we received your complaint, dated December 21, 2022, filed with the Better Business Bureau.

You said you made an order for a phone, but the order had an error on it and agents could not cancel it or provide a refund.

A review of our records indicates that you contacted us the next day after your order was placed. By that time, agents were unable to cancel it.

Our records also indicate that you disputed your payment with PayPal. As doing so charges back the payment, we no longer have your funds and we are unable to provide a refund.

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

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

                *********************
Initial Complaint
Date:12/20/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a phone but a had problem with the *** card insertion slot when it arrived. I called the number they gave me and was told I would have to take it to the local store which I did. They could not help me and told me to leave and call that number back. Operators at that number kept hanging up on me so I went into the app I purchased the phone from and spoke in chat after two days of trying to exchange the phone. The ad said 7 day return slot, but boost sent me from one place to another to get a simple return label and in the end told me they had no record of my purchase. I told them while in chat that if they have no record of my purchase and I had the box and several emails and chat screen shots that I was going to cancel payment. They told me try taking it back to the store because I bought it there which was a lie. The lady at the store saw the box and shipping label and said only the on line store could help wit the exchange of the phone. I did have 5 more days on the guarantee. I could not get a resolution from boost mobile, just lie after lie. I ended up paying for a replacement phone and need them to stand by there 7 day guarantee and take the phone I had a problem with back. They tried to send me to a repair shop. I went there and it could be fixed but they wanted *****. Thats when I vigorously started calling and chatting through the app. They refused to help me and was trying to send me back to there physical store on the other side of town which in turn sent me to a repair service. I spent a half of day on the phone, running from place to place...in chat. I have a very long chat on screen shot showing they gathered all my info. I gave them tracking numbers and order number but ******* their rep continued to humiliate me and say I never purchased the phone online even though I have several whitenesses..the store manager..the delivery person..a paid receipt...emails saying my order has been shipped from the online store. He went over and over with the same speech that it was policy that he could not do anything to help me because he said I bought it from a physical store. He said a lot of other weird things in my collection of screen shots from this chat. He said is the reason your trying to exchange it because you dont like black,? He was off his rocker and kept insisting that I was telling him a story but he in fact lied lied lied!
Business Response
Date: 01/17/2023
January 17, 2023

*****************************
2108 ***************
**********, ** 33991

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

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

On December 21, 2022, we received your complaint, dated December 20, 2022, filed with the Better Business Bureau.

You said that you were unable to insert the *** card in a phone you ordered, and you requested to return the device. You also expressed concern about the level of customer service you received.

When we spoke, I offered to email you a return label for the phone and you agreed. You also indicated that you disputed the charge for the phone with your bank, and your funds have been returned.

We appreciate your feedback regarding your experience. As I advised you, I will review your contact with us and we will address any issues I find internally.

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: 01/17/2023

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:12/20/2022
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.
12/20/2022 I received an email at 2am today about my sons cellphone exceeding its data usage & to make me aware that Boost Mobile reduced his data speeds through 12/24/2022. Hours later, my son was unable to receive inbound & outbound calls. I called Boost Mobile & asked to be transferred to a supervisor because the agent informed me that my sons cellphone was under *************** would escalate the issues so that someone can call me back within 48 hours for a resolution. UNACCEPTABLE! You cannot suspend a service that has already been paid for. My *********** got our sons phone with this company and we have been loyal customers for 12 years. I signed up for automatic payments and the money is taken out of my bank account every month. However, the agent transferred me to supervisor, Trinea. Before she placed me on hold, she asked for my callback phone # in case the call dropped. She returned back to the call then hung up on me. SHE FAILED TO CALL ME BACK. I called back & asked to speak with another supervisor. *** took my call and apologized for the previous supervisors negligence. He tried to rectify the problem. He asked for my callback phone # too. I explained to him about my frustrations. He hung up & failed to call me back. This is very unprofessional behavior considering my tenure with this company. I do not appreciate the lack of customer care that I received from these two supervisors. If they do not like their job, they need to resign. This is no way to treat a longtime customer.
Business Response
Date: 01/16/2023
January 14, 2023

***********************************
11401 ************.
**********, ** 45240

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

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

On December 22, 2022, we received your complaint, dated December 20, 2022, filed with the Better Business Bureau.

You stated that your son experienced changes in performance when using applications that require data. You said your account was suspended without your consent. You also expressed concern with the customer service you experienced.

A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy, please visit *****************************************************************************. For any additional concerns regarding this issue, please email ************************************ Your service was restored on December 21, 2022.

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

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

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