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

4,976 total complaints in the last 3 years.
1,509 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:12/12/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We are three separate customers on my family - my father in law, **********, my wife, **********, and me ********** .We all purchased on november 25, 2022, this black friday offer (please check the wayback machine capture of the offer page since your company removed the promo- black friday passed already:https://web.archive.org/web/20221122174402/https://deals.boostmobile.com/mypromo/phone-samsung-a23-ulm-01-mybm?af=1&utm_campaign=phone-samsung-a23-ulm-01-mybm&utm_medium=slickdeals&utm_source=affiliate-jsm We activated the phones and now we have over $48 in charges for the next month's renewal. However, the black friday offer said the following:"Excludes taxes. Limit 1 phone per customer. Restric. apply. Online only. New customers only. Unlimited Data: After 35GB high speed monthly data allotment is exceeded, speeds may be reduced for the remainder of the month. Hotspot usage draws from monthly data allotment. After your first month, you will pay $25/mo."We were not only charged an out of logic amount of extra taxes for the phone we. already paid- with taxes, now were enrolled on a rate that IS NOT the black friday offer we ordered.Unlimited *********** Unlimited Mobile Data 12GB Mobile Hotspot All for $25 renewal, that was the offer not $40, that amount was just for the first month per advertisement. I have more links and screenshots if needed.I've talked with more than one rep, some acknowledged the error . The evidence is there, that was widely advertised on media like http://bestmvno.com. However, I see no correction and charges are still there. I need this fixed and honored as it should, double equipment taxing AFTER ACTIVATION removed. THESE ARE SHADY SELLING STRATEGIES. They offered it on three instances - 1. as a black friday sale 2. later as a cyber monday sale 3. most recently as a "holiday sale", apart of their $40 offer. This not a mere typo to be dispatched: https://bestmvno.com/boost-mobile/boost-mobile-black-friday-2022-deals/
Business Response
Date: 12/22/2022
December 18, 2022

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

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

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

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

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

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

We apologize for any inconvenience this issue may have caused.

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

Sincerely,

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

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

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

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

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

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

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

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

Boost Mobile will unlock a device under the following circumstances:

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

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

Please note that unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it.Additionally, unlocking a device may enable some functionality of the device,but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

We apologize for any inconvenience this issue may have caused.

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

Sincerely,

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

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

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

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:12/10/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I tried to buy my son a phone on boost mobiles website called a ******* flip z 4 and he should be eligible for the 25 a month plan because he has never had a phone and is a new customer!! But when I try to order the phone it wants me to pay for a higher plan that cost more!! I was told they would honor it and they haven't and I have been on the phone for days and I called at 9 am it is now 2:00 pm awful ******************* Thanks ********************** after I have been a loyal customer for ten plus years!!!
Business Response
Date: 12/22/2022
December 19, 2022

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

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

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

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

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

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

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

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

Sincerely,

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

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

                *********************
Initial Complaint
Date:12/09/2022
Type:Order 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 have been getting charged $25.30 for October November and December and no one seems to know how to help me. All I am asking is for the $25.30 x 3 months which is a total of $75.90 be refunded back to me and stop charging me anymore. Please help me thanks
Business Response
Date: 01/04/2023
January 3, 2023

***************************
2772 ***********.
**********, ** 25702

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

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

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

You stated that Boost Mobile charged you $25.30 per month for October, November and December 2022, and you would like a refund of these charges.

When we spoke on January 3, 2023, you provided me with your debit card number, but I was unable to find any transaction records matching what you described. I requested a copy of your bank statement showing the charges. Once I have this, I can look into the issue in greater detail.

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: 01/11/2023

Complaint: 18552815

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 02/02/2023
The reason I rejected it because they will not give me a refund at all
Initial Complaint
Date:12/09/2022
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.
In March 2022, Boost Mobile allowed our teenage son, who has a line on our family plan but is not a primary account holder, to purchase and activate a new phone without the consent of his parents, the primary account holders. We were not pleased about this, but did not act, as we received no copy of any new policies or agreements that would change anything about our account, which we have held for 7 years.This week, we switched to T-Mobile, and subsequently found out our son's phone is now essentially useless because Boost is holding the *** card hostage and refuses to unlock it.I am now aware that Boost has a policy of locking new phones for 1 year. I was not aware of this before, as I was never presented with the terms for upgrading a phone and did not consent to entering a new agreement of any kind. Why is Boost allowing teenagers, or non-account holders of any age, to make changes that affect the primary account holders? And how can the primary account holders be held to the terms of an agreement that they did not make, nor ever had the chance to review?We simply want the phone unlocked. It is only 3 months early. We cannot afford a new phone for the new provider, nor should we have to buy one. Our son has a perfectly good phone in his possession. The only problem is that Boost refuses to unlock it.We spent 5+ hours on the phone with "customer care", being transferred from one representative to another, before even the Boost agents even discovered the phone was locked. And once they did figure it out, we've been subject to rudeness and refusals to help us. And when it comes to online requests, we have been simply ignored.
Business Response
Date: 01/04/2023
January 3, 2022

Mr. *********************
1339 ******************.
*******, ** 85020

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

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

On December 13, 2022, we received your complaint, dated December 9, 2022, filed with the Better Business Bureau.

You requested that we unlock the phone associated with your sons account.

I attempted to contact you by phone at ************** on December 15, 2022, and January 3, 2022, but I was unable to reach you on both occasions. I did leave a voicemail. I also sent an email request that you contact me to ********************.

Please be advised that I was unable to locate the account in question with the information provided. Please contact me with the phone number or account number of the account in question, and I will look into this issue.

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:12/08/2022
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 boost mobile phone with service last november, it was 2021 and now have been on the phone with customer service for three days constantly getting hung up on despite incredible amounts of patience on my end. I ask to get transferred to a supervisor and usually get hung up on or the supervisor will answer then hang up on me. All I want is for the phone to be unlocked as per their policy, I am able to do so after 1 year of consistent service, no outstanding debts, and phone in good standing service, however, the process has been excruciating and I am still unsuccessful in accomplishing my goal. I refuse to ever buy boost again and will adamantly recommend anyone out there to stay away from boost.
Business Response
Date: 01/04/2023
January 3, 2022

*******************************
PO Box 815
***********, ** 85626

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

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

On December 13, 2022, we received your complaint, dated December 8, 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 been granted; please allow 72 hours for this to process and ensure your phone is powered on with the Boost Mobile SIM card inserted. Additionally, please ensure that all software on the device is fully up to date.

Please note that unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it.Additionally, unlocking a device may enable some functionality of the device,but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

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:12/08/2022
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.
In September 2022 I paid Boost Mobile $389 dollars as a deposit for a iPhone12 through their Boost Mobiles Boost Up program. I was a long time customer of **********************. I decided I didnt want the iPhone12 and decided I wanted to upgrade again so as advised by a representative of Boost Mobile I sent the phone back to Boost Mobile through *** (tracking#1Z770X260389999687) and was told I would get a refund. I have spoken with at least 7 representatives and supervisors over at Boost Mobile who all assured I would get my refund in ***** days, it has been 3 months already and I have yet to receive my money back from them. I just want my money back!
Business Response
Date: 12/30/2022
December 29, 2022

*********************************
10209 ************.
*******, ** 77051

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

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

On December 8, 2022, we received your complaint, dated December 8, 2022, filed with the Better Business Bureau.

You said you paid a deposit of $389.00 for an Apple iPhone 12 through Boost Mobiles Boost Up program, but you then decided you did not want it. You shipped back the phone and its return was confirmed through UPS.

When we spoke on December 29, 2022, you informed me that you still have not received a refund for the phone return. You provided all tracking and order information, which allowed me to expedite the issuance of said refund.

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:12/07/2022
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.
In Feb 2022 I switched from one Republic Wireless plan to another, for some reason they created a new account for me but continued to bill both my old and my new account for 5 months Feb - June, the total charges on the old account was $246.84. I discovered it In July 2022 when I got a new credit card and started getting past due notices on my old account. I have contacted them numerous times since July for a refund. Each time I was told I would receive it, but it never happened. Finally today they told me that they wouldn't refund me because their Satisfaction Guarantee policy is only good for 45 Days. I feel this has nothing to do with my Satisfaction but everything to do with unethical business practices. The double billing was Republics mistake and I feel they should make it right.
Business Response
Date: 12/13/2022
December 12, 2022

*****************************
5032 **********.
******** *****

Re:          BBB Complaint #********
                A00167075 - *************

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

On December 7, 2022 we received your complaint, dated December 7, 2022, filed with the Better Business Bureau.

You stated that you upgraded your Republic Wireless service to a new 5.0 service plan in February 2022, but we continued to charge you for your 4.0 service lines until July 2022. You requested a refund of $246.84.

When we spoke by phone today, I advised you I requested a refund for the amount requested. 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
Republic Wireless
Monday - Friday 8:00 am to 4:30 pm MT
**************

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

                *********************
Customer Answer
Date: 12/13/2022

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:12/06/2022
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.
In February of this past year I went to a Boost Mobile store because I was looking for a new phone. They were giving out ************* to Boost Mobile customers so I decided to get one. I paid $50 for the activation, case, and screen protector. I did not sign any contract nor was I told to read the terms and conditions on the website. This past month I switched to Mint Mobile as they have cheaper plans. Suddenly my phone wasn't working. The *** card was locked and when I called Mint Mobile, they said it was locked with Boost. It turns out the phone was locked with Boost because I had not used it for a year, otherwise it would be unlocked. I was never told this information nor directed to the website. I have called Boost three times now, spoken to a customer service agent for 30 minutes and no one has been able to help me unlock my phone. One agent said she will unlock it on her end and to check in two days. Two days went by and I tried the *** again: still locked. The phone is completely useless now and this year has been difficult so I cannot afford a new one. There must be a way for them to unlock my phone but they're simply not doing it even though I explained that the one year term was never expressed to me so it is unfair for them to expect me to know that.
Business Response
Date: 12/30/2022
December 30, 2022

Ms. *************************
18 *******., Apt. 8
************, ** 60061

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

Dear Ms. ******************* December 8, 2022, we received your complaint, dated December 6, 2022, filed with the Better Business Bureau.

You said you purchased your phone and requested it be unlocked. You also expressed concern with the customer service you experienced.

******************** 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 SIM card inserted. If your phone requires a Master Subsidy Lock (MSL) PIN, please use ****** when your device instructs you to do so.

MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. 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
Phone Hours: Tuesday through Saturday,8:00 am 4:30 pm MT
**************

cc:           ****** / ******* Better Business Bureau
                **************************************************************************************************************************************************************
Customer Answer
Date: 01/01/2023

Complaint: 18535407

I am rejecting this response because:
As I explained, I was not informed I had to use the phone for 12 months before it would be unlocked. I was given no contract and not told to read the terms and conditions online. I ended my Boost service after 8 months of using the phone, but having used Boost for years with other phones.
I put the sim card into the phone to try again, put in ****** when asked for a pin and it did not work.
I ask that you please forgo the 12 month stipulation as I was not informed that was the case and wouldve stayed with Boost for another 4 months had I known. I'm out $50 because of the activation fee, case, and screen protector and have been using a very old phone that doesn't suffice. I cannot afford to buy a new phone at this time as I expected the one I got with Boost to last me a couple of years at least.
Thank you.

Sincerely,

*************************
Business Response
Date: 01/16/2023
January 14, 2023

Ms. *************************
18 *******., Apt. 8
************, ** 60061

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

Dear Ms. ******************* January 11, 2023, we received your rebuttal, dated January 11, 2023, filed with the Better Business Bureau.

You said your phone is still locked. You requested the 12-month stipulation be bypassed and your phone unlocked.

Please be advised that an unlock ticket was previously submitted on December 15, 2022, but your phone has yet to receive the unlock signal. In order for your device to receive the unlock command, ensure it is powered on, and is updated. Once a new update is downloaded, power cycle the device. Your phone must be connected to the Boost Mobile network either by having a Boost Mobile SIM card inserted or being connected to a Wi-Fi signal. More information regarding our unlocking policy can be found at www.boostmobile.com/unlock.

Please note 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
Phone Hours: Tuesday through Saturday 8:00 am - 4:30 pm MT
**************

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

*********************
Customer Answer
Date: 03/07/2023

Complaint: 18535407

I am rejecting this response because: In November of 2022 I ended my plan with Boost Mobile to switch to Mint Mobile. The phone I wanted to switch with was a free phone Boost Mobile had given their consumers in January of the same year. I was not told nor was I directed to the terms and conditions online that the free phone would be locked with Boost for a year. I have been unable to use my phone for four months now and this is my second complaint because the person who responded to it left me a number that he never answers. I even tried to restart my plan again but was told that because I cancelled it, I could not continue with Boost Mobile. canceled. This is a major issue for me because I have been unreachable for months which has deterred me from receiving interview offers for work. I ask that my phone be unlocked so I can have a useable phone. Again, I was not told that I had to use the phone for a year with Boost before it would be unlocked. Had I known, I would have continued to use Boost until the year was over. The **** for my phone is: ***************

Sincerely,

*************************
Business Response
Date: 03/07/2023
March 1, 2023

Ms. *************************
18 *******., Apt. 8
************, ** 60061

Re:BBB Complaint #********
710031541 - ************

Dear Ms. ******************* February 9, 2023, we received your complaint, dated February 7, 2023, filed with the Better Business Bureau.

You said your phone is still locked, so you requested it be unlocked. You also expressed concern with the customer service you experienced.

Please be advised that an unlock ticket was previously submitted on December 15, 2022, and your phone has yet to receive the unlock signal. A new unlock ticket was submitted on February 22, 2023. In order for your device to receive the unlock command, please ensure that it is powered on and that it has the most recent updates. Once a new update is downloaded, power cycle the device and confirm that the most current updates were installed. It is necessary for your phone to be connected to the Boost Mobile network either by having a Boost Mobile SIM card inserted or by having your device connected to Wi-Fi. More information regarding our unlocking policy can be found at www.boostmobile.com/unlock.

Please note that unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

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

*********************
Customer Answer
Date: 03/07/2023

Complaint: 18535407

I am rejecting this response because:The phone is updated and I restarted it, tried ****** and it is saying **** Service Provider unlock request unsuccessful" Is there possibly a different pin that could work to unlock it?

Sincerely,

*************************
Business Response
Date: 03/13/2023
March 12, 2023

Ms. *************************
18 *******., Apt. 8
************, ** 60061
Re:BBB Complaint #********
710031541
Dear Ms. *************** March 10, 2023, we received your rebuttal, dated March 10, 2023, filed with the Better Business Bureau.
You said you attempted to use ****** for the unlock code, but you indicated this code failed. You inquired if there was a different unlock code.
The alternative unlock code is 19495294.
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
********************************************************************
*********************
Initial Complaint
Date:12/06/2022
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 called to retrieve my account number to switch carriers. I was told my account was disconnected. If it was disconnected than how was I able to use that very phone number to call them? I mentioned this several times and the representative disregarded it. My bill was paid on time weeks ago and therefore not disconnected. It felt like a tactic used to keep customers. As a result I had to get a new phone number through my new carrier rather than port my current number. I wasnt able to get the $250 gift card promotion as a result. I still switched to the new carrier because of Boosts terrible service.
Business Response
Date: 12/30/2022
December 27, 2022

*******************************
15 ***********.
*********, ** 01602

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

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

On December 8, 2022, we received your complaint, dated December 6, 2022, filed with the Better Business Bureau.

You said you contacted us to get your account number and agents advised you that your account was already canceled.

A review of our records indicate that the agents you were speaking with were viewing the account (#************) created in October 2022. As your phone number was never ported into this account, it was disconnected. Your previous account (#*********) is still active.

We sincerely regret any 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

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

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