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

4,976 total complaints in the last 3 years.
1,598 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:09/21/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I activated my phone on September the 9th 2022 and on September 14th 2022 i received an email and a text message saying my account had been suspended due to non payment. I made another payment that day and service was not restored. when I contacted boost they informed me that my account was suspended due to excessive data usage when I had unlimited data. they also informed me that no over payment had been made and it clearly states on their app that I have a 50 dollar credit that they are refusing to give to me. my phone doesn't work at all and they still have my money. They also will not give me my account number and port pin so that I can port my number to another carrier.
Business Response
Date: 10/17/2022
October 14, 2022

*************************
1301 ************.
*********, ** 28655

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

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

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

You said your service was suspended due to excessive data usage and you made an additional payment in an attempt to restore your account. You indicated that you have a $50.00 credit balance on your account. You requested a refund and your account number so you can port your phone number to another service provider.

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 https://www.boostmobile.com/about/legal/acceptable-use-policy.html.

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

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.

We take our customers security very seriously and want to ensure that we protect you and your account. In order to get your account number, you will have to visit a ******************** Store.

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

Sincerely,

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

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

*********************
Initial Complaint
Date:09/21/2022
Type:Order 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 subscribe and got the sim card, please see below and attachment for details:7/13/2022I order a sim card for $1.40 (paid)8/17/2022 I have a credit from boostmobile app use $6.25 (credit)8/19/2022 I have a yearly plan to pay (08/19/2022 to 08/19/2023) $170.54 (less $6.25) = $164.29 (paid in full)8/19/2022 Boost mobile is charging me another $170.54/month which is incorrect! 09/20/2022 - my service was suspended because of non-payment of $170.54. I can't get in touch as I have no service. To be able to get in touch with them, I had no choice but to pay the $170.54 , Which I paid 9/21/2022.I got following these tickets # given to me by ****************************************, **************************, ***: INC1145094 ****** ****** All said, they have escalated the issues after looking at my account:*** said she submitted a ticket to refund my $170.54 for the 09/21/2022 charge.I called boost mobile numerous time to fix the issues online and billing- the support was helpful, but the ones taking care at the backroom as referred seems to not get things done;I need the following to be resolve : 1) REFUND of $170.54 for the payment made on 09/21/2022 2) Fix my account so the billing is YEARLY $170.54 @$14/mo ; and billing online should reflect a yearly due and not monthly. Here's
Business Response
Date: 09/26/2022
September 22, 2022

*******************************
11440 *******************.
****************, ** 34987

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

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

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

You stated you purchased an annual service plan for $170.54 per year. However, you said you are being charged this rate for monthly service, not for a full year. You requested that we refund your second payment of $170.54 made on September 21, 2022, and ensure that your phone has the proper plan.

When we spoke by phone today, I advised you that our records show that five separate annual service plans have been purchased for this account. I advised you that I have reached out to our billing team requesting that the four duplicate orders be canceled and that a refund be issued for $170.54 for the payment you made on September 21, 2022. I will update you by email when I receive further information. We sincerely regret any inconvenience this may have caused.

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: 09/28/2022

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. Boost also fixed the computer issue and billing. Thanks for helping BBB.

Sincerely,

***************************
Initial Complaint
Date:09/21/2022
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.
I purchases an iPhone from boost mobile on 8/19/2022, Order #****-864349-8285 in the Amount: ****** on 8/22/2022 the phone was delivered, and on 8/22/22 I called to have the phone returned at that time boost mobile gave me a RA number to return the phone. on 8/25/222 I returned the phone via *** and emailed the tracking number #1z5257280392569670 the return was received by Boost on 8/29/2022. Today is now 9/21/2022 I have been calling ever since I returned the phone about my refund. I have spoken to several different representatives who are telling me all different stories about my refund. I have yet to receive it. i have tried calling the corporate number but the telephone number is not listed and refer you back to the customer service number. all i want is my refund.
Business Response
Date: 10/18/2022
October 18, 2022

*******************************;
1146 **********.
*********,** 21201

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

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

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

You stated that on August 19, 2022, you purchased a phone from Boost Mobile, but you returned it soon afterward. You said you have called in multiple times to get an update on your refund request.

When we spoke on October 14, 2022, I confirmed that we received your phone; however,as the charge shows you are disputing the transaction with your bank, so we are unable to refund it at this time. Once the dispute is resolved, we can revisit your refund request.

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

Sincerely,

***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Hours: Mon-Fri 8:00 am to 4:30 pm MT
**************

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

                *****************************
Customer Answer
Date: 10/19/2022

Complaint: 18056322

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
Date:09/20/2022
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've been locked out of my account, because I didn't remember my 4 digit pin. They keep asking me obscure questions for account recovery, involving dates from years and years ago, or other people's credit card info. Customer support hangs up in my face and refuses to escalate, and because of this I've lost access to my Gmail account. Losing my account means I've lost a decade worth of music I've made, which is my passion. I'm so distraught suicide is crossing my mind, and nobody will help me.
Business Response
Date: 10/14/2022
October 14, 2022

*****************************
2909 **********., Apt. 108
*************, ** 73112

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

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

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

You said you forgot your account *** and you are unable to access your account. You indicated that you were asked multiple questions by Boost Mobile agents when you called, yet you were unable to provide the correct answers. You mentioned you lost access to your personal files and your Gmail account. You also expressed concern with the customer service you experienced. You requested the *** be reset.

Please be advised that Boost Mobiles process requires certain questions to be answered to access an account. Boost Mobile is required by law to have these measures in place to protect your personal information, so it is important to remember your account ***. We regret the inconvenience, but this process is to ensure that your account is protected.

In regards to your Gmail account, we urge you to contact them directly for assistance with accessing your account.

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: 10/15/2022

Complaint: 18055048

I am rejecting this response because: They were only asking me very specific questions, and none of them were the security questions I'd provided at the store and upon sign up. I'm going to file a complaint against ****** though as well, thank you for the heads up

Sincerely,

*************************
Business Response
Date: 10/25/2022
October 25, 2022

*****************************
2909 **********., Apt. 108
*************, ** 73112

Re:          BBB Complaint #********
                864615656 -************

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

On October 20, 2022, we received your rebuttal, dated October 20, 2022, filed with the Better Business Bureau.

You maintain your request for assistance to access your account.

My attempts to contact you on October 13, 14, 20, and 21, 2022, at ************** were unsuccessful, but I left a voice message each time. I also sent an email to ********************** with a request that you contact me.

As I was unable to speak with you, I did not take any action regarding your account.

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

Sincerely,

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

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

*********************
Initial Complaint
Date:09/20/2022
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.
When I prepaid my phone service for the month of August my service did not continue. I called multiple times for over a week and finally service was restored. This month of September the same thing has happened. I paid my regular bill and have no working service on my phone that I purchased from Boost Mobile a few months ago. I again have called multiple times, speak with representatives, supervisors, and am always disconnected from the call by them. I am being evicted because of this issue of not having a phone service, which had kept my company in business, They do nothing to help resolve the issue and I cant lose anymore. Ive already paid them again this month for my service but my phone is not working, Please help. They wont refund my money, reconnect my service that the say is in but it is not. They tell me to restart my phone or hang up on me after hours of being on hold.
Business Response
Date: 10/17/2022
October 17, 2022

*********************************
1031 ********., #3
*****, ** 44301

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

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

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

You said that your service did not work after you made a payment in August 2022. You indicated the same issue occurred in September 2022. You requested to have your service restored and your account credited.

I attempted to reach you at ************** on October 14 and 17, 2022, and I left two voicemails. I also emailed you at ***********************************.

In my last message, I informed you that I reviewed your account and our records and found a system issue prevented your service from being restored from an interruption with your August 3, 2022, payment. That issue was resolved on August 16, 2022.

You contacted us again on September 20, 2022, to report you were having issues logging in to your online account. You made a payment through an agent, but you reported issues with incoming and outgoing calls. The agent offered to troubleshoot these issues, but you declined. As the agent advised you, your service was active at the time.

As a courtesy, I applied a one-time $23.50 adjustment to your account and requested that, if you experience any technical issues, please contact us to troubleshoot them. We sincerely regret any inconvenience this issue may have caused, and we appreciate you sharing your experience with us.

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

                *********************
Customer Answer
Date: 10/22/2022

Complaint: 18054979

I am rejecting this response because:
Two months in a row I was unable to continue my service without interruption by no issue caused by myself. I called countless times after the first month of your service issues, and again the second month. Because of my service interruptions that lasted over 2 weeks, I have since had an eviction filed against me in my county court because I was unable to communicate with not only my landlord but with my clients, enabling me to earn my usual income amount and for future decrease of income as a result of losing several clients. I have been a loyal boost mobile customer for months, before I changed my phone number in July (from ************). The $23 credit given to my account has done nothing for what I have lost and the amount of time I spent fixing an issue that was no fault of my own.
Sincerely,

*****************************
Initial Complaint
Date:09/20/2022
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.
I changed wireless phone service providers on or about August 2, 2022. I told the new service provider and Republic Wireless (RW) that I wanted to port my phone numbers (2) to the new service provider. I now have service with the new provider. However, I have not received a credit on my credit card account for the amount I had already paid Republic Wireless, when I switched providers. On September 7, 2022, I talked with an RW representative, who told me he submitted tickets for refunds ****** told me it should take about seven days for the credits/refunds to appear on my credit card account. I had also discussed with the ****** that other companies issued the credit for unused service, if and when the phone number is ported. He told me that usually happens, but for some reason not for me.
Business Response
Date: 09/23/2022
September 22, 2022

Mr.*********************
P.O.Box 444
**********,** *****

Re:          BBB Complaint #********
                A00461737-2022-09-4273

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

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

You stated that you switched wireless providers around August 2, 2022; however, you have yet to receive a refund for the unused days on your billing cycle. You said that customer service informed you a ticket was submitted on September 7,2022. You requested the refund be provided.

Republic Wireless does not provide refunds for unused servicewe offer a money-back guarantee for both service and products. Plans can be refunded to the original form of payment within 45 days if they are not activated, and within 30 days once activated. Products (including devices and accessories) can be returned up to 14 days from the date of delivery.

In our email correspondence, I informed you that a refund of $16.15 has been issued as an exception. 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

                *********************
Initial Complaint
Date:09/20/2022
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.
On February 3rd 2021 I bought a ******* Galaxy s20 from Boost Mobile. On September 1st 2022, I dropped it, the phone didn't crack at all, and the screen leaked purple on the inside. It took about 6 hours, and I changed my passwords and backed up all of my information onto my ******* cloud, before I eventually couldn't see out of the screen. Until I received my new phone, Boost mobile had me switch my sim card from my Galaxy s20 into my ******* A20, a phone I haven't used in 3 years, and still used their old network. I figured since I backed all my information up, I'd be able to receive it on my new phone. I ordered my new phone on September 3rd 2022, and received it September 7th 2022. I set my phone up, and go to my backup storage, it only has my A20 saved. I figured it was a glitch and it'd have my s20 information, but it only had my passwords from 2019. All of my recent passwords from 2020-2022 are completely lost, even though I spent those 6 hours backing up my storage on my s20. My s20 was my recent device that should've been saved, and ever since Boost had me switch sim cards, all of my work information is completely lost, unless I spend 200 to get my screen fixed which I don't have, because I bought a new phone instead, with the impression I'd have all of my backup information. I've spent that last 2 weeks trying to talk to customer service and none of them understand my complaint and refuse to help. I can't get my imei number but I still have my order number for my s20. I honestly just want all my logins so I can get back to my job. I can't afford a new account and all of my important bank information is already on those accounts.
Business Response
Date: 10/12/2022
October 6, 2022

Ms.******************
905 *************************************.
******,** 81003

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

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

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

You said that on September 1, 2022, you dropped your phone, and although the screen did not crack, a purple liquid began to leak from inside. Before switching your SIM card to a temporary phone, you backed up all of your information to the ******* cloud. However, after receiving the new phone, you found that your backed up information was not available. You request Boost Mobile to restore your information.

I attempted to contact you at the phone number and email address we have on file on October 5 and 6, 2022, and you responded via email that you will have your phone screen replaced.

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:09/20/2022
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.
Good Afternoon, My name is *********************************, Ive been with Boost Mobile the phone company for 7 years, Service have been okay within the last 7 years. As of recently of August 1, 2022 I purchased an iPhone 13 for $466.73 on the Boost mobile website due to the fact of my old phone iPhone 11 had water damage and stopped responding and completely cut off. I cancelled the order because my iPhone 11 then presumed to work. The iPhone 13 was returned to the company on August 5, 2022 which the order was received at their warehouse as I spoke to representatives and supervisors with updates. I was then told I will receive a refund within **** business days. So I then waited the **** business days and have not received my refund, now a month has went by and I still have yet to receive my refund. From talking to numerous of supervisors and representatives hanging up, stalling with emails and updates regarding my refund Im frustrated and helpless. I would really appreciate it if there is anyway you can help me get back my refund of $466.73. I can be contacted at ************ and *********************** Thank you for your time and patience.
Business Response
Date: 10/18/2022
October 18, 2022

*********************************;
23 *************.
******,** 07104

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

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

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

You stated that you purchased a device from ********************, but then you changed your mind and returned it. You said Boost Mobile received it on August 5, 2022, and you have not been able to get a refund or an explanation of the status.

When we spoke on October 18, 2022, I explained that our records do not show the return as validated. I was able to find a replacement tracking number that *** assigned to the return, so I am working with our refunds team to get the return validated and the refund processed.

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

                *****************************
Initial Complaint
Date:09/20/2022
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.
9/6/2022 my phone quit working for calls and texts - called Boost daily since 9/6, they kept trouble shooting, with no sucess. Finally, they said i needed a new SIM card, so they sent me one - no cost, it did not fix my phone. The other 3 on the plan are working fine but mine will not connect to a network - no matter where I am, I cannot call or text. I asked for some credit to my account for not having functionality of my phone, they will not give me any credit for their defect. To make it worse, I filed a claim on our phone insurance for a replacement, it came with the screen unattached, except for the lower left corner, I called in and Guardian, the insurance is running me around though the guarantee a "working" replacement, they are saying the new claim is not approved and it needed escalated, THEIR defective product and I am paying for it, literally and with my time on the phone! I have calls documented, times, dates, etc., this is boost and guardian's problem yet I am suffering, I have no working phone, I cannot make calls, I have had to purchase a burner phone for now, I pay for monthly service, I pay for phone insurance and I paid the claim deductible to get a defective, broken replacement! I want a 2week credit to my account only for my line since I could not call or text and I want a NEW replacement that is not defective not refurbished I have a Galaxy A12, I want a new A12 not refurbished at this point. They send me a broken phone, and they will not make good on what they guarantee, a working, equal not upgrade phone, I don't want an upgrade, I want the same phone that works and not broken!
Business Response
Date: 10/14/2022
October 6, 2022

***********************
2049 ***********.
******, ** 32460

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

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

On September 23, 2022, we received your complaint, dated September 20, 2022, filed with the Better Business Bureau.

You stated that your phone stopped working on September 6,2022. You said your insurance claim with ******** was declined and the phone was returned to you damaged. You requested that we provide a new ******* A12 as a replacement and provide a credit for two weeks of service.

I advised you via email today that Likewize is an independent third-party company. If you have questions or complaints regarding your insurance claim, please contact Likewize directly. I also advised you that as your device is outside of ********************'s seven-day return policy, we are unable to provide a replacement.

Additionally, as your service has been canceled, I am unable to issue a credit to your account. 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.

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: 10/14/2022

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, I am including my response to Boost also

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

My issue with Boost is the horrible customer service, I filed against Likewize too as I still have no response on now 2 unusable phones.

I called in to Boost first 9/7/2022 to report my phone was not working (would not connect to network even after a reset) I could not call or text, the rare occasions I could it was 1 call which dropped quickly or 1 text that "failed" and down again. No matter where I was, work, home, at the beach, at a hotel, shopping center, on WIFI, 3 states away... they wanted to trouble shoot - I even did a network reset, and full factory reset on my own - no changes, they never helped me.

I called back, 9/9 ***** wanted to troubleshoot AGAIN

I called back, wanted to troubleshoot AGAIN, test tower, it's NOT the tower

I called back, wanted to troubleshoot AGAIN test tower, again, not the tower I was out of town

I called back, wanted to troubleshoot AGAIN they said call ******** I did, they said I need a new SIM card

I called Boost back, Daquan sent a new SIM card - still did not work.

I called again they "ran a test, leave your phone on for 2 hours"

I called back, and I called back again, then was told to file through insurance the warranty expired, FINALLY.....

Finally I was told to call guardian so I did.

And on 9/19, I was done and decided to leave Boost mobile and the phone insurance plan too. I requested the refund before we decided to leave because no one could even answer me about a refund prior to leaving, helped me decide to leave. Worst customer service I've ever encountered, and you can't understand the person on the phone which is even more frustrating having them repeat themselves. Oh and hours long hold times.

Meanwhile for hours on the phone, my husbands phone, he couldn't make calls or texts while I was on HIS phone calling Boost.

Why did they not tell me at first, second or even 3rd call it was out of warranty and use the phone insurance? Ludicrous!

Since Boost and Guardian failed, I did write to the BBB for help, that was the only way to get any assistance - and finally you reach out, but too late, I filed over a week ago, before we left Boost, it should not have taken that to hear from someone, if we had even a little cooperation we would not have filed nor left.

A good experience is shared once or twice, a bad experience is shared five to seven times according to Forbes, 2013.

I hope Boost changes how they do business, and I hope no other customer has to go through a similar situation.

Regards,
***************
Initial Complaint
Date:09/20/2022
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.
Repeated attempts to stop billing/payment and 7 phone call since the Day 8/14/2022 I IMMEDIATELY attempted to cancel received 2 packages w Sim Card with a month of each other. Contacted bank to dispute which took 12 days. Then again was sent another sim card. Attempting to make sure I'm NOT BILLED again but no one understands whom you speak to and they say same thing. You don't have an acct or dispute w bank. Or ? ALREADY have done everything I can not to be billed n yet I'm sent to person n different numbers that aren't working.
Business Response
Date: 10/13/2022
October 6, 2022

***********************************
530 ***********.
*******, ** 16053

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

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

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

You stated that you have made multiple attempts to cancel an order for new Boost Mobile service. You requested a refund for the order and to not be billed further.

My attempts to reach you at ************** were unsuccessful.

A review of your account shows that you activated it almost two months ago and you have been using the service since then. Therefore, we are unable to cancel your original order.

If you would like to cancel your service, you may contact me directly at ************* or customer support at ****************.

Sincerely,

*********************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: 10:30 AM -7:00 PM MT, M-F
**************

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

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

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