Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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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
- 4,968 total complaints in the last 3 years.
- 1,500 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/01/2022
Type:Service or Repair IssuesStatus: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 went to boost Mobile because I've been approved for ACP to get cell phone service it's a program through government that helps you pay your Bill. I have been with boost Mobile for about ***************************************************************************** there on Saturday November 27th around 4:00 p.m. I talk to ***** she said she owend the store. She did a couple of things and told me that some was wrong with her computer and she couldn't finish it. To go back on Monday 11/28/22 even though I had no service on my phone and I have no way to contact my daughter or family.I call her from a nother phone on Monday because I was sick and I couldn't make it to the store she had told me that it didn't matter because somebody was coming from ***** to fix her computer and to just stop by the next day Tuesday 11/29/22 which I did I went in there around 10:20 a m and talked to Becca again about me getting this service and she told me that I didn't qualify for the service even though I have been approved for this service through government she does not need to qualify me and she refused to do it. I just said okay and left the store I was on the phone all morning with boost Mobile trying to get this figure out because I needed the service. I went back to the store on Monday November 29th customer service over the phone had told me the store actually needed to submit a form I went in there and she just started yelling at me telling me that I don't have a social security number and that I have told her that I use my daughters which is true because to get food stamps that's what you do if you don't have a social. she told me she wasn't going to do it. That it was froud. That I didn't qualify. I feel like this was discrimination and races. Just because she doesn't understand how government works doesn't mean that she's right. She has no right to be yelling at me about this matter. I had customer service in the phone and there was an employee. So disappointed!Business Response
Date: 01/03/2023
January 3, 2023
*****************************
716 *********.
****************, ** 84770
Re: BBB Complaint #********
********* - *************
Dear **************:
On December 8, 2022, we received your complaint, dated December 7, 2022, filed with the Better Business Bureau.
You stated a Boost Mobile retail store refused to complete your Affordable Connectivity Program (***) application. They are claiming that you cannot use your daughters Social Security Number to complete your application.
Part of the qualification process for the *** is identity verification which requires a match to the Social Security Number provided with your address and picture identification. A failure of the identification process will result in your application being denied. We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Hours: Mon-Fri 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Customer Answer
Date: 01/23/2023
Complaint: 18489790
I am rejecting this response because:Hello again I I'm rejecting the business decision because I do not understand why will they not accept my daughters social if social security administration has ok for me to use it since my daughter is a minor and also the state is using my daughters number to qualify for EBT and my understanding is thats how you get approved for this program, if the state and the country has no problem with this why is it that your company does? It just seems to me like your company is ok with the way your employees denigrated clients, Im not ok with the way she talked to me yelling and being so racial is unacceptable!!! This is a major problem...
Sincerely,
*************************Business Response
Date: 02/02/2023
February 1, 2023
*****************************
716 *********.
****************, ** 84770
Re: BBB Complaint #********
********* - ************
Dear **************:
On January 27, 2023, we received your rebuttal, dated January 26, 2023, filed with the Better Business Bureau.
You stated that you did not understand why we would not accept your daughters social security number to allow you to complete your Affordable Connectivity Program (***) application.
Please understand that Boost Mobile does not make the determination on whether or not you are approved or denied for the *** benefit.We work with the federal governments National Verifier and there was a mismatch between the social security number you are using and the photo identification being provided.
Please resubmit your application with governmental identification that matches the social security number you are using.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Hours: Mon Fri, 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*****************************Customer Answer
Date: 02/08/2023
Complaint: 184897
I am rejecting this response because: She didn't need to approve me I was already approved I just needed to activate it.. but that's not why I'm complaining my main problem is the way she talk to me yelling and how she was screaming I feel so discriminated after I have been a client at boost mobile for so long no customer should be treated like that for any reason, I will never go back or recommend this company to any one, clients should always feel welcome. So my question to you is what are you doing to make sure you his is not going to happen to any other client again? I'm telling you every person I had talk to about my experience is telling me the same thing this lady employee of yours is rude to clients and has no idea what customer service minds.. I thank you for you time... Sincerely *************************;
Sincerely,
*************************Initial Complaint
Date:12/01/2022
Type:Service or Repair IssuesStatus: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 phone was stolen and I did not realize that it had been because it is an old phone I was not using. The number ************ is now being used by a man I am a woman. I received an email about direct deposit being set up on the account so I went online to try and access my account and close it out which I thought that it was already. I found out that the only way to access the account is by a pin code that they will only send to the phone that is stolen? What since does that make, they will not allow me to go online and get an email for a reset or go into a local store and provide my ID to close out the account. They keep telling me they can't access without the pin and how I need to keep it safe? What how are they keeping it safe if they will only allow you to reset or send the pin to the phone itself that has been stolen??? The thief now has access to all of my information. I want this account closed I can provide a legal birth certificate, state issued driver's incense and a social security card with any other provider this would be all that I need to do. I should be able to close an account that is in my name.Business Response
Date: 12/28/2022
December 28, 2022
*************************
632 **********., #C
*********, ** 89101
Re: BBB Complaint #********
********* - *************
Dear **************:
On December 5, 2022, we received your complaint, dated December 1, 2022, filed with the Better Business Bureau.
You stated that your phone was stolen, and it is being used by someone other than you. You requested we disconnect the account associated with this device.
I was unable to locate an account using the device associated with your previous account. If you are able to provide a proof of purchase and the **** of the stolen device, I will gladly research the matter 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
Monday - Friday 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:12/01/2022
Type:Service or Repair IssuesStatus: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 trying to port my phone number to a new carrier. What should be an easy 15 to 20 minute process is going on 24 hours now. I have called the new carrier to see if it was their end, they said they're still waiting for validation from Boost. I called Boost and they said they released the number, yet I am still waiting for this number to port. I have not outstanding balances or debts to Boost, so there is no reason to keep the phone number hostage.Business Response
Date: 12/28/2022
December 27, 2022
*******************************
1616 ***********************
************, ** 49504
Re: BBB Complaint #********
********* - *************
Dear ********************:
On December 2, 2022, we received your complaint, dated December 1, 2022, filed with the Better Business Bureau.
You said you initiated the port-out process but your number still has not been ported out.
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 ******'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 number was ported out from Boost Mobile on December 1, 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 Escalations Team
Boost Mobile
Hours: Mon-Fri 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*****************************Initial Complaint
Date:12/01/2022
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boost mobile charged me 2 times in one day ! This is my children's Christmas money my newborn just had open heart surgery so I'm on a fixed income why charge me twice my bill was supposed to be 35$ but it went back and charged me another 42$Business Response
Date: 12/27/2022
December 22, 2022
****************** ******
622 ***********.
********, ** 24541
Re: BBB Complaint #********
********* - *************
Dear ****************:
On December 2, 2022, we received your complaint, dated December 1, 2022, filed with the Better Business Bureau.
You said you were charged twice on December 1, 2022.
When we spoke on December 22, 2022, you confirmed that you received the refund issued for the duplicate charge of $42.00.
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:12/01/2022
Type:Service or Repair IssuesStatus: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 phone fell in toilet so I ordered a new phone from boost mobile website. it's *** dec 1st ***** I've been trying to activate my new device since Tuesday. Apparently the phone I received brand new in the box that I opened is reported stolen. &They still haven't activated my new device they claim they are investigating .I'm emotionally drained @ this point dealing with these people ! I can't understand most of what they are saying & I'm still without phone service.! How is a legit cellular company manage to sell a phone that has been reported stolen??? This is definitely not the first issue I've had with this company! But this tops it all!!let's see if call #5 gets it fixed today.Business Response
Date: 12/22/2022
December 21, 2022
*****************************
3515 ******.
*****, ** 62914
Re: BBB Complaint # ********
********* - *************
Dear ******************:
On December 2, 2022, we received your complaint, dated December 1, 2022, filed with the Better Business Bureau.
You said you ordered a phone but could not activate it because it was marked as lost/stolen. You requested a refund.
A review of our records indicates that our Order Support Team previously provided you with a return label. The device in question was received and your payment of $31.86 was refunded.
Rarely, during the activation of a device, a system issue causes the device to be marked as lost/stolen.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*********************Initial Complaint
Date:11/30/2022
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boost mobile refuse to give account number in order to change carrier. After they pick up the call put me on hold for hours and no one answers. They use this method to force staying with them if want to keep the phone numberBusiness Response
Date: 12/27/2022
December 22, 2022
Mr. *******************
462 ********., #2
Sewaren, ** 07077
Re: BBB Complaint #********
*************
Dear **************:
On December 2, 2022, we received your complaint, dated December 1, 2022, filed with the Better Business Bureau.
You said you were unable to obtain your account number when you called in. You requested your account number so you can port your phone number to another service provider.
Please note that phone number portability is regulated by the ********************************* (FCC) 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 ******'s name, phone number, five-digit ZIP code, passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.
We take our customers' security very seriously, and we 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:11/30/2022
Type:Product IssuesStatus: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 paid $25 this month for 5GB data, I wanted to migrate to Mint Mobile, and keep my number. The entire point of paying again this month (which I paid on November 25th) was to be able to port my old number, **************. However, after a lengthy call with Boost ************** I was unable to collect the information needed to do so. I have accepted my fate, and got a new number through Mint. Since I was unable to port my number through Boost Mobile (violation of Title 47. Telegraphs, Telephones, and Radiotelegraphs; Chapter 5. Wire or Radio Communication; General Provisions), I ask for at the very least a refund of my last payment as reparation.Business Response
Date: 12/28/2022
December 28, 2022
***************************
12301 **********.
**********, ** 40299
Re: BBB Complaint #********
********* - *************
Dear **************:
On December 2, 2022, we received your complaint, dated November 30, 2022, filed with the Better Business Bureau.
You stated that you are unable to obtain your account number to port your service to a new wireless carrier. You requested a refund of $25.00 for your last month of service.
We are committed to protecting the privacy of our customers,and in accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a Personal Identification Number (***) verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes. If the *** cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested.
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.Additionally, as your account remained active for the entirety of your final month of service, we respectfully decline your request for a refund.
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: 12/28/2022
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.
Sincerely,
***********************The pin is ****, the number was **************Initial Complaint
Date:11/30/2022
Type:Product IssuesStatus: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.
My wife and I have been Republic Wireless customers for about 7 years. After Republic Wireless was acquired by Dish, I received an email stating that legacy members would be eligible for a $5 monthly discount upon upgrading to the Only What You Need plan. It also stated that members that upgraded their plan AND purchased a new phone would receive a $50 credit. I reached out to customer service and they confirmed that we were eligible to receive these discounts and if we did not upgrade our then current phones would no longer work with the service after the planned service changes went into effect . I activated the new Only What You Need plan on June 30, 2022, which was before the June 30, 2022 11:59pm due date for these promotions. I noticed that my June bill did not reflect the $5 monthly discount for myself or my wife. I reached out to Republic customer service about this, and they assured me that the discount would be reflected in our July bill. I have reached out to customer service at least 5 times now and although every representative has been extremely pleasant they have all promised resolutions that have never fully realized. At this point my account has been changed to the appropriate monthly billing charge, but I have never received the $50 credit that was promised for purchasing a new phone. I was also only credited for 2 of the 4 months at $5 each that I was overcharged. Expected total refund for myself = $50 for phone+ $10 ($5 for each of 2 months of overcharge)= $60.My wife's account has never been corrected to the promised lower monthly rate and she has also received the $50 phone credit. Expected total refund for my wife= $50 for phone + $30 ($5 for each of 6 months of overcharge= $80 AND LOWERED MONTHLY BILL.I've attached the 4/19/22 promotional email as well as the statements for myself and my wife for the last 365 days.3/29 $69 credits were for Relay devices. Credits for remainder of prepaid annual plans: 7/12 $57.42, 7/19 $56.43Business Response
Date: 12/07/2022
December 6, 2022
*******************************
20 *********.
*********, ** 12561
Re: BBB Complaint #********
A00181454 - *************
Dear ****************:
On December 1, 2022, we received your complaint, dated November 30, 2022, filed with the Better Business Bureau.
You stated that you have not received the credits that were promised for upgrading your and your wifes service plans. You requested that a $60.00 credit be applied to your account and an $80.00 credit be applied to your wifes account, along with a monthly $5.00 discount.
I attempted to contact you by phone at ************** on December 5 and 6, 2022, but was unable to reach you. I left a message and I sent an email to ************************.
As a courtesy, I applied a one-time credit of $60.00 to your account. However, I was unable to locate your wifes account with the information provided in your complaint. Please contact me directly by phone at ************** or by email at ************************* so I can assist you further.
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: 12/09/2022
Complaint: 18486371
I am rejecting this response because:No credits/adjustments have been made to my wife's account. ************************* called and left messages on 12/2 and 12/6. I called ************************* twice on 12/6/2022 and left a voicemail during the second call with my contact information and my wife's account information. I followed-up this voicemail with an email to ************************* on 12/7/22. ************************* has not contacted me since I called or emailed and no changes have been made to my wife's account. The requested credits have however been applied to my account.
Sincerely,
***************************Business Response
Date: 12/16/2022
December 16, 2022
*******************************
20 *********.
*********, ** 12561
Re: BBB Complaint #********
A00187538 - *************
Dear ****************:
On December 15, 2022, we received your rebuttal, dated December 15, 2022, filed with the Better Business Bureau.
You stated that the $5.00 monthly discount still has not been applied to your wifes account, but that the $50.00 one-time credit has been applied. You requested that we apply the monthly $5.00 credit.
As I advised you by email, the credit has been applied;however, it will not be reflected until the next monthly statement is generated on December 28, 2022.
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: 01/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:11/30/2022
Type:Service or Repair IssuesStatus: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.
We had been a customer of ******************** for about 5 years. My husband both had a phone with them. After changing my phone number we started having issues with my husband's and my phones communicating. For some reason when I would text my husband from my cell phone it would show up as a number we had never heard of or known. I spent several hours on the phone with boost customer service and they kept telling me it would be fixed within 24 hours. After calling them at least 3 times or more and trying to get them to fix the problem we decided to cancel our service. We waited about 2 weeks and decided to start our service again with new numbers. I got online and tried to restart the service myself but instead of buying the service, by accident, I bought a Sim-Card, which I didn't know till I went back and looked. The Sim-Card was $*****. But we already had Sim-Cards for our phones. I called Boost Mobile right away and they told me that I would have to call a local Boost Mobile store. I called the store and they told me that I should be able to return it for a refund. I called Boost again and got someone who kept making excuses about why I couldn't return the sim card. I then wrote the president of Boost Mobile a letter and have not heard from them. Also, they charged us to reactivate our phones after they caused the problem of our phones not being able to communicate. They charged us an extra 20 dollars to activate our phones. I would like to send the sim card back and get our ***** back. I would also like the ***** back that we had to pay to activate our phones. If we had not had the problem with our phones communicating we would have never deactivated our service. Also, they owe us about 54 dollars for turning our phones off early and not giving us a refund. So as I see it they owe us ***** Thanks so much, if you don't understand something please give us a call at ************ home or ************ cell. Thanks so much. As you can see they charged us 4 times on our bank account. I understand the $104.00 charge but our monthly bill was supposed to be $100.00. Again for $27.02 and I don't know what that was for and again for $27.00 not sure what that was for and again for the ***** which was for the Sim Card. Thanks. Again if you have any questions please contact us.Initial Complaint
Date:11/30/2022
Type:Service or Repair IssuesStatus: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 October of this year. I purchased a tablet through Boost mobile. I'm on the Affordable Connectivity Program. The tablet cost me *****. Was part of a promotion through Boost mobile. The tablet is damaged. I went to that store yesterday. And was informed that wouldn't replace it. Was told I would have to contact the *** program. That they would have to replace it. I called and was told they are not responsible for replacing the tablet. That boost mobile was. I purchased it there. Have continued to get the run around. Plus rude treatment. I even asked could I repurchase the tablet. Could I pay ***** for it. The tablet was a gift for my grandson. I was told there was nothing they could do. I just want the tablet replaced. Or to repurchase it at that price. Don't see why that is so hard for them to do. As soon as I can find another phone carrier. I'm gonna cancel my service with boost mobile. This is a very poor way to treat thier customers. If the BBB can help. I would greatly appreciate it. Thank You.Business Response
Date: 12/13/2022
December 12, 2022
***************************************
808 ***************., Apt. 5
*****, ** 22835
Re: BBB Complaint #********
************ - *************
Dear **********************:
On December 9, 2022, we received your complaint, dated December 7, 2022, filed with the Better Business Bureau.
You stated that you purchased a tablet at a Boost Mobile retail location for $16.95 as part of a promotion. You stated that the tablet is broken, and you requested that we replace the tablet.
As I advised you by email, all Boost Mobile retail locations are independently owned and operated. This allows them to offer their own device pricing and promotions. Additionally, they are permitted to set their own policies related to returns and exchanges. Please reach out directly to the retail location in question with any issues related to this transaction.
Please also be advised that our Boost Mobile Terms and Conditions disclose that new equipment is sold with a one-year manufacturer's warranty. Boost Mobile does not manage these warranties, and any device issues requiring warranty assistance should be directed to the equipment manufacturer.
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: 12/13/2022
Complaint: 18451895
I am rejecting this response because:
Sincerely,
***********************************Customer Answer
Date: 01/06/2023
Complaint. I have been in touch with the company that makes the tablet. Said I would have to send the tablet back for repairs. Sent them a copy of the receipt. Showing I purchased the tablet at Boost mobile. That was 12/17/2022. Haven't heard back from them. The company is Alcatel.Business Response
Date: 01/09/2023
January 9, 2023
***************************************
808 ***************., Apt. 5
*****, ** 22835
Re: BBB Complaint #********
************ - ************
Dear **********************:
On January 6, 2023, we received your rebuttal, dated January 6, 2023, filed with the Better Business Bureau.
You stated that you contacted the manufacturer of your tablet, ******** who advised you that your tablet would need to be sent back for repair. You said that more clarification was requested surrounding the in-store purchase of your tablet.
Please be advised that as ******* has no relationship with Boost Mobile, you will need to reach out to ******* directly for more information about the repair process for your tablet. We regret any inconvenience this may cause.
As I previously advised you, all Boost Mobile retail locations are independently owned and operated. As independent businesses,these retail locations maintain their own device inventory and may offer their own promotions as they see fit. Please contact the location directly for more information related to their policies or promotions.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
Monday Friday, 8:00 am to 4:30 pm MT
**************
cc: ******/******* Better Business Bureau
*******************************., #***
******, ** 80210
*********************Customer Answer
Date: 01/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************
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