Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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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

4,978 total complaints in the last 3 years.
1,580 complaints closed in the last 12 months.

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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:09/28/2022
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.
On 9/27/22 my Boost Mobile account was shut down and my phone number was lost. I have tried calling customer service, but they do not know what the problem is and what needs to be done to resolve the issue. They have made a service ticket # ****** to have it look at but it has been over 24 hours and my account is still shut off. I have had my personal cellphone for over 20 years and it is very important to get this resolved. This is a huge inconvenience. My name is ***************************, cell number is ************ account # ************, pin ****
Business Response
Date: 10/18/2022
October 12, 2022

Mr. ***************************
9841 ***************.
Chatsworth, ** 91311

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

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

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

You said that Boost Mobile shut down your account and your phone number was lost. You attempted to resolve the issue, but the representatives you spoke with could not identify the cause of the problem.

When we spoke on October 12, 2022, I informed you that our records show the port-out PIN we received from your new carrier, Spectrum, was ******and the correct PIN is ****. I followed up with an email to inform you that Spectrum must update their original request, and not send a new request. This will prevent a duplicate request error, which will cause the port out to fail.

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:09/28/2022
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.
I switched phone carriers from Boost Mobile to another carrier on 9/24/2022. I contacted Boost **************** on 9/14/22 to find out how to close my account there. The agent said that I only needed to remove the auto pay that was set up to automatically charge my credit card for the next month's service. The agent removed autopay from my account on 9/14/22 (see the email confirmation in the attachment). Then I just needed to transfer my number to a different carrier. On 9/24 when I transferred my number, I had a little over $19 in my Boost account balance. I am seeking a refund of the $19. On 9/28/22 I contacted Boost **************** to request a refund of the $19 balance or a transfer to my wife's Boost account. I was told that when my account was closed on 9/24/22, the balance went to zero and it could not be refunded or transferred. I also asked why Boost didn't apply the $19 balance for one of my monthly bills and charge my credit card for the rest, They said their auto pay system can only charge the full month service fee to the credit card. I have two complaints regarding Boost's business practices: 1) The limitations of Boost's auto pay system to only be able to charge a full month to a credit card should not result in the customer's balance being taken. ********************** basically stole my funds. 2) I don't understand why the Boost **************** agent who unenrolled the auto pay from my account didn't advise me that I had a balance that needed to be refunded / transferred prior to the account being closed. As stated earlier, I would like a full refund of the balance that existed when my account was closed.
Business Response
Date: 10/24/2022
October 14, 2022

Mr. *********************
76 ***********.
*********, ** 14626

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

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

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

You said you canceled your Boost Mobile service and you requested a refund.

Please note 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.

While we sincerely regret any inconvenience, were unable to provide you the refund you requested.

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

Sincerely,

*********************
Sr. 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:09/27/2022
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've had RW service for many years, and always had good service until recently. We had three phones on a 4.0 plan. I had paid for annual service on phone 1 on March 11, 2022. Phone 2 & 3 paid annual service on April 11, 2022. In April 2022, I was informed by RW that our phones would likely not work on WIFI after May 18, and needed to upgrade to a 5.0 plan. RW also stated 5.0 plans can only have 2 phones on a plan. The online process to migrate to the 5.0 plan did not work, so on June 11, 2022 I asked to have phone 1 moved to a 5.0 plan, as well as purchasing a new phone. RW moved both phone 1 & 2 to a 5.0 plan (which I didn't ask for) and started charging for the 2 line 5.0 plan on June 21, 2022. I received a credit (not sufficient to cover the annual plan) for phone 1. I have never received a credit for phone #2, after repeated calls and promises that the credit would be forth-coming. Phone 1 (now a new phone) has had issues working properly. Phone 2 & 3 basically stopped working. On August 22, 2022 I finally asked to move phone 3 to a 5.0 plan as well, though it still did not work properly. They put a credit on the phone 3 plan (again not sufficient to cover the annual plan). In frustration, I decided to transfer phone 3 to another carrier. RW then put an additional charge on the account for phone 3, presumably to cover the remaining annual plan term.I ask that they refund the cost of annual plan for phone 2, as well as the additional charge for phone 3 for service not provided, as well as the increase in charges for the service that I had supposedly paid an annual amount for. The total I am seeking is $385.51. This is $18.01 for phone 1, $211.97 for phone 2, and $155.53 for phone 3.
Business Response
Date: 10/04/2022
October 4, 2022

*****************************
36600 ***********.
*********, ** 98629

Re:          BBB Complaint #********
                A00444456 - ************

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

On September 28, 2022, we received your complaint, dated September 27, 2022, filed with the Better Business Bureau.

You stated that you paid for annual plans for three lines of service with Republic Wireless in March 2022 and April 2022; however, you were then notified that your plans would need to be upgraded to the 5.0 plan. You said that you never received credit for the second line and you ended up canceling the third line all together due to the phone not working. You requested a refund of $385.51.

Republic Wireless has historically provided service on the **** Network, which was operated by Sprint. After Sprint and ******** merged in July 2021, ******** announced its plan to shut down the remaining Sprint cellular towers, meaning phones that access the Sprint Network will no longer work. Despite our requests to delay this,******** refused. Customers on the **** Network may see service degradation as ******** worked on shutting down this network by June 30, 2022. Please note that members received email notices about this service change well in advance to avoid service interruption.

In our email correspondence, I advised you that a refund of $385.51 has been issued. Please allow up to ten business days for processing.

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

Sincerely,

*********************************
Corporate Case Manager
Executive Escalations Team
Republic Wireless
Phone Hours: Tuesday Friday, 8:00 am 4:30 pm & Saturday, 7:00 am 3:30 pm MT
**************

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

                *********************
Customer Answer
Date: 10/06/2022

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, once the refund is received as promised. I would note that the Sprint CDMA issue was not the concern (I purchased a new phone to switch from CDMA to GSM for phone 1. Phones 2 & 3 were already on GSM). The issue with the phones is the lack of WIFI support from AT&T. The phones in question work fine on T-Mobile.

Sincerely,

*************************
Initial Complaint
Date:09/27/2022
Type:Customer Service 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.
September/2022 On 9/23/22 My Mother *********************** Who has been a faithful and loyal customer for ****************** was mistreated and disrespected over her ********** The Store Manager by Name ******* and the phone Rep that allegedly had fixed my mothers service was ***** these two women demonstrated that they have no patience or proper customer service skills and are should not be allowed to provide service to the public for any kind of retail service stores. Iam beyond upset and want this business thoroughly investigated and Reprimanded for their poor people skills. Any questions or concerns or more updates call me **********. Please see just how poor these women carry their professionalism.
Business Response
Date: 10/24/2022
October 20, 2022

*****************************
2612 **********.
**********, ** 76106

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

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

On September 30, 2022, we received your complaint, dated September 27, 2022, filed with the Better Business Bureau.

You stated that an employee at a Boost Mobile retail location was very disrespectful to your mother, who is a long-time customer.You requested that this matter be investigated.

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

As all Boost Mobile retail locations are independently owned and operated, please contact this location directly regarding your in-store experience.

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:09/27/2022
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.
Went to pay my account a day late was told the phone would be back on in 15min,Saturday. Monday I went back because my phone wasnt on just to be told my phone canceled on Sep 2. I paid the 50$ for my service to be on and was told that money went to another phone. Ask for my money was told to call my bank..
Business Response
Date: 10/24/2022
October 14, 2022

**************************
2319 **************., Apt. 1
****,** 60099

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

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

On September 30, 2022, we received your complaint, dated September 27, 2022, filed with the Better Business Bureau.

You stated that when you made your Boost Mobile account payment one day late, you were told service would be restored within 15 minutes. This was on a Saturday,and when service was still not restored by the following Monday, you returned to the store to inquire as to why. You said you were told it was due to your payment being applied to the wrong account and you would need to dispute the transaction with your bank.

I attempted to contact you at the phone number and email address provided in your complaint, but your mailbox is not set up, so I could not leave a message. You did not respond to my email.

As stated in my email on October 13, 2022, in order to research this matter I will need to know the date and location of the store at which the payment was made.I will also need a copy of the receipt generated for the payment. Additionally,at the very least, disputing the payment with your bank is still recommended.

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:09/27/2022
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 have requested to have my phone's IMEI unlocked by Boost numerous times and they still haven't done it. I requested it in August and continue to follow up. Every time they said it hadn't been done and gave me the same message "Your device appears to be eligible for unlocking. The process can take up to two business days to complete. Unlocking a device does not automatically make it operable with another carriers network. Even when a device is unlocked it needs to be compatible with the other carriers network. To ensure that your device receives the unlock command make sure your Boost SIM card is still in the device and the phone remains powered on." I followed up 9/3, 9/7, 9/12, 9/14, 9/27. Every time the same thing. Still not unlocked. I kept requesting it to be escalated to a manager, etc and they said they would. Only one person ever gave me a ticket number of ******, all the other times nothing. Nobody has ever called me back. They also told me I can go into the settings "You can verify unlock status by accessing Settings > General > About > Carrier Unlock If the device is unlocked is unlocked it will state "No SIM Restriction" in which it says it's not restricted, but they say my phone is still locked. I have used Boost Mobile since 2007 and they were great originally, but continue to give me the run-around over and over. It's not acceptable.
Business Response
Date: 10/04/2022
September 28, 2022

*********************************
PO Box 927
**********, ** 28075

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

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

On September 28, 2022, we received your complaint, dated September 27, 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 already been granted; please ensure that the device is powered on, updated and has the Boost Mobile SIM card installed in order to receive the unlock command.

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

                *********************
Customer Answer
Date: 10/04/2022

Complaint: 18137319

You are acting like this is a new request to unlock the phone and ignoring all of the information I provided. You are refusing to follow through with unlocking my phone after numerous requests. This is not sufficient and does not resolve my issues.

Sincerely,

*****************************
Initial Complaint
Date:09/27/2022
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.
My husband purchased a phone online from Boost Mobile and after having the phone for several days he found out he could use the phone due to the area we live in. We tried to contact Boost Mobile multiple times using the number they gave to get a refund on the phone but the only option we were given when we called the number was to either pay our bill or to activate the phone. It did not give us an option to speak to speak someone about this. We even tried emailing them but never received a reply back from them. The phone was never opened or activated. We sent the phone back by certified mail but we never heard back from the company. So they got their new unopened phone back and kept the money.
Business Response
Date: 10/25/2022
October 25, 2022

Ms.***************************
177 State Garage Rd.
*******************, ** 42653

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

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

On September 28, 2022, we received your complaint, dated September 27, 2022, filed with the Better Business Bureau.

You indicated that your husband purchased a device online, and after having the device for several days, he found out the device could not be used in his area.You stated that you made several unsuccessful attempts to contact an agent to return the device. As a result, you returned the unopened device via certified mail; however, you have not received a refund.

When we spoke by phone, you stated that you no longer have the order number for this purchase. You said the order was placed under your husbands name, ************************** or Mr. ************************** Unfortunately, I was unable to locate an order with either name. Without an order number, I am unable to further investigate this issue. Please let us know if you are able to locate this order number.

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: Monday Friday 7:00 AM 3:30 PM MT
**************

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

                *********************
Customer Answer
Date: 11/07/2022

Complaint: 18136500

I am rejecting this response because:
This is my second complaint I have filed against Boost Mobile. An agent from boost called me recently to discuss the complaint I had filed against them with the BBB. She asked me for an order number so she could look for the phone that we sent back, which I dont have, but I gave her my husbands name, the exact day of the purchase from our credit card and our address. I called her back today and she claimed they could not locate the phone so they cant proceed with anything. I dont understand how I can call other companies without having an order number, just give them my personal info and none of them have ever had a problem locating my orders. I believe that boost just doesnt want to give us our refund. So not only do they have a brand new phone back but they also have our money. The name of the agent who called me is ******** and the number is ************. She had a copy of the certified mail that I sent the phone back with ( i have a copy too which I already sent to the BBB with my first complaint), with the name of the person who signed for it, the time, date and place where it was sent to. If boost cant accept a certified letter being signed as proof that they received the phone back so that I can get a refund, then what is the point of using certified mail? I spent $16 sending it back certified mail. I sincerely hope somebody can help me resolve this matter, with a full refund of $158 from boost mobile. The BBB should already have copies of the receipts where I sent the phone back to boost in my first complaint against the company. If not I can send them again.

Sincerely,

***************************
Business Response
Date: 11/21/2022
November 21, 2022

Ms. ***************************
177 ********************************************************* 42653

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

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

On November 16, 2022, we received your rebuttal, dated November 16, 2022, filed with the Better Business Bureau.

You maintain that you returned a phone purchased from Boost Mobile and requested a refund.

When we spoke, I informed you that I searched our system using all the information you provided in your complaint but was unable to locate an order. You also provided me with your husbands phone number, which also failed to bring up an order.

Additionally, I explained that Boost Mobile has a return process wherein we provide you with a specific return number so that when your return is received, we can link it to a specific order and process a refund. As you did not speak with anyone from Boost Mobile for a return, we have no way to link the return with an order unless we are able to locate your initial order.

When I asked you about the email we sent when your order was placed, you terminated the call. Please note that the order email carries your proof of purchase.

Without an order number, we are unable to provide a refund.If you are able to locate your order email, please contact me.

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:09/27/2022
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 am frequently unable to make phone calls or send/receive text messages. I contacted customer support about the issue in June and they had me do a reset in my phone that wiped out all of my personal data (pictures etc). I contacted them several weeks later with the same issue in July and was told it was a tower issue. I contacted them several times in August and September and was told the towers were down for enhancements and it should only last ***** hours. However the issue persists. During one troubleshooting attempt I was told I would receive a credit to my account for the inconvenience of me not being able to use my service. That never happened. During my last attempt at troubleshooting with the tech support they said it was tower maintenance (again) but that I should also bring my phone and pay a tech to service it. I'm paying for a monthly service I can't even access most of the time as is.
Business Response
Date: 10/04/2022
September 29, 2022

***************************
791 ***************
********, ** 32909

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

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

On September 27, 2022, we received your complaint, dated September 27, 2022, filed with the Better Business Bureau.

You said that you are experiencing issues with your device and you were offered a credit.

As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control.

In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections,slower service speeds, etc.) may impact the quality of service.

Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no current network issues were identified.

Please be advised that our records show no credit was offered.Nonetheless, I applied a one-time credit of $80.00 to your account to cover your next monthly payment due on October 28, 2022. 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: 10/04/2022

Complaint: 18134074

I am rejecting this response because: I'm frequently told by your customer service Representatives that is an issue with the towers. I am paying for a service that I'm unable to use most of the time. Maintenance with other companies is generally done at night during low call volume times. Another excuse I get from Representatives is Tower enhancements. My specific line has been checked numerous times by your tax and representatives to ensure that it is not an issue with my device, nor is it an issue with topography, geography, or anything of the such. I simply want to be able to make phone calls when I need to make phone calls. I just contacted the service tech again yesterday (10/2/2022) it was told again that it was due to Tower maintenance issues. This is not beyond your control as it is scheduled maintenance for your company. Also other companies that use the same towers are not being affected as per a statement made by one of your service reps it is only a boost Mobile issue.

Sincerely,

***********************
Business Response
Date: 10/10/2022
October 10, 2022

***************************
791 ***************
********, ** 32909

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

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

On October 7, 2022, we received your rebuttal, dated October 7, 2022, filed with the Better Business Bureau.

You stated that you have repeatedly been advised of a tower outage in your area. You requested that we resolve this issue and provide satisfactory service in your area.

Please note that, as you have been advised, our system shows there is an ongoing issue with a tower in your area. We are unable to provide a timeline for this issue to be resolved. We regret any inconvenience this *** cause.

Please be advised that 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 *** 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 *** experience difficulty making or receiving calls while indoors. In addition,data coverage is not available everywhere and service speeds are not guaranteed.Data service speeds *** 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 *** result in dropped and blocked connections, slower service speeds, etc.) *** 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.

As we have already provided a courtesy credit of $95.00 for these service issues, we maintain that no further compensation is warranted. If the service you are receiving is not up to the standard you require, the prepaid nature of Boost Mobiles wireless service allows you to explore alternatives that *** be able to provide better coverage in your area without financial penalty.

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 MST
**************

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

                *********************
Initial Complaint
Date:09/27/2022
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 require my Boost Mobile account number so that I may transfer my phone number to a different cell phone provider.Boost Mobile does not provide this information on their website under my profile. Their FAQ (https://www.boostmobile.com/support/faq/account-management/general-account-questions.html) requests that you call a number and speak to an agent, as they do not make the number available online. Calling the number included here *************) first resulted in the number immediately hanging up on me. On the second call, after navigating their phone menu, resulted in the system saying it did not recognize my number, asking me for the number, and then transferring me to a different number where I had to start over.There are no obvious menu options to speak with a representative, and when I selected "I wish to troubleshoot my device" the automated system said that I would need to call from a different phone number and hung up on me.This whole interaction gives me the impression that Boost Mobile is trying to making it difficult or impossible to comply with the *** guidelines around porting phone numbers when changing providers, to make it difficult for me to end my business with them.
Business Response
Date: 10/21/2022
October 21, 2022

Mr. *************************
275 ********., Apt. 5C
********, ** 10002

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

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

On September 27, 2022, we received your complaint,dated September 27, 2022, filed with the Better Business Bureau.

You said you intend to go to another service provider,so you requested your account 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 that your phone number was successfully ported out on October 3, 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: Tuesday through Saturday 8:00 am 4:30 pm MT
**************

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

*********************
Customer Answer
Date: 10/23/2022

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:09/26/2022
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 somehow changed my account from a METRO PCS account to their service. I, nor anyone from my household made this request. They are being less than helpful with trying to resolve this matter and trying to force us to pay them money for something we didn't do. We just want our phone line back with METRO PCS the way it was. We have now been dealing with this problem since 7AM. It is now 2:30 pm and it is not resolved. We had to sit on phones, make trips to stores to prove our identity, and no one can tell me when and from what this change was made. Now we will end up having to pay this and probably transfer fees because of this.
Business Response
Date: 10/18/2022
October 11, 2022

Mr.*********************
3319 *********.
***********,** 02324

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

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

On September 29, 2022, we received your complaint, dated September 26, 2022, filed with the Better Business Bureau.

You said your phone number was moved from MetroPCS to Boost Mobile without your request or authorization. You stated that when speaking with Boost Mobile representatives, you were not given an explanation of how this occurred, and you were told to visit retail stores to verify your identity.

When we spoke on October 11, 2022, you said that the issue has been resolved and that your phone number is now back with Metro by T-Mobile (aka MetroPCS), but you were still not given an explanation.

I informed you that phone numbers are taken over by unknown individuals on a regular basis for various reasons and, in many cases, the persons doing this are never identified. However, Boost Mobile takes these types of situations very seriously.

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: 10/19/2022

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. Everything worked out in the end but it was a terrible experience. Knowing these things happen, as is said in the response, there should be a procedure in place to make this less of a headache. For instance, not having to drive to stores or stay on the phone for hours on end talking to several different people.

Sincerely,

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

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