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
- 4,989 total complaints in the last 3 years.
- 1,593 complaints closed in the last 12 months.
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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:09/15/2022
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 purchased my phone through the boost up program- I understood that ordering so late my order wouldnt be shipped until the next day 9/15/2022 as that is the day after I made my purchase of the iPhone 11 - so I expected to see shipped on my status seeing as I placed a order for my husbands phone on a different acct with the same card same billing 15 min after I placed mine . His status says shipped. Not understanding how that happens . I contacted customer service and one agent said it was still processing the next agent I talked to said it was cancelled and then called customer care and they proceeded to tell me that my order was canceled and then when I requested to speak to a supervisor all of a sudden my order wasnt cancelled - I paid for next day shipping in order to receive it Friday and now yall are telling me theres no telling when Ill get it but yall have already taken my ****** for my order. I do not understand how this happens they try to say it has to do with the cards because my husbands order processed with the same card.Business Response
Date: 09/29/2022
September 28, 2022
*************************************
944
*****, ** 73160
Re: BBB Complaint #********
********* - ************
Dear ********************:
On September 16, 2022, we received your complaint, dated September 15, 2022, filed with the Better Business Bureau.
You expressed concern that your order was not delivered within a day, even though you paid for overnight shipping.
A review of our records indicate that your order was delivered on September 19, 2022. A $12.00 credit was applied to your account on September 16, 2022, for this issue.
We appreciate you bringing your experience to our attention,so we may investigate and address it internally.
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:09/15/2022
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.
Went to obtain service from Hello Mobile carrier to Boost. In the office agent took my info after indicating free phone for new customers. She began process and while trying to connect to **** network she ask me to come into office to see a screen she'd pulled up. The screen indicated the phone would be $333. I immediately told here to cancel if you are offering phone free only to change cost at port in. She cancelled and I left. While driving home came to find out that I had no carrier service. I called upon reaching home, Hello mobile whom informed me Boost port out my number and i have to go back there to get my number back. I called Boost customer care who said that port out was against policy and to go back and get MY number port out. Did that the next day only to find the same girl wanting to get me on the same phone and refusing the port out. I called support again and again promise that the store should have no problem port out my own phone number. The girl then called District mgr, who became rude and belligerent. I was on the phone with Support when the girl handed me the phone to speak w/Dist. Mgr, and boost heard the speaker phone conversation and escalated to a supervisor at Boost. Story short, I never got any resolve at the store, and was given a account and pin because ********************** had established a account with my phone number name and address. Understand, I had no contract, payment, goods or service obtained or equipment but Boost est. an account anyway. Left to go to Metro PCS and see if they could transfer onto their service. Boost refused and insisted I pay $35 to bring up to date an account they established which I never agreed to stealing my number from Hello Mobile. I witness Metro agent try from 4pm to after 7pm to get Boost to release my number they stole. In the end Boost made me pay the $35 and also had to pay Metro $159 for new service and activation al because of Boost slamming my number. Boost is a fraud and unscrupulous.Business Response
Date: 09/26/2022
September 23, 2022
Mr. *******************************
5649 ****************************., Lot 38
******, ** 48429
Re: BBB Complaint # ********
********* - ************
Dear ********************:
On September 16, 2022, we received your complaint, dated September 15, 2022, filed with the Better Business Bureau.
You stated that you attempted to initiate service at a retail location. You were offered a free phone, but later you were told it would be $333.00. You said that you canceled your activation at that time, but your phone number had already been ported in. You also indicated that you were required to make a payment of $35.00 to port out your number.
A review of our records indicate that this was previously addressed through the ********************************** Enclosed is a copy of our response for your records.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
Monday - Friday 8:00 am to 4:30 pm MT
**************
Enclosure
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 09/29/2022
Complaint: 18032478
I am rejecting this response because:I am fully aware of the *** complaint and there is nothing that prevents unilateral complaint process with BBB. Secondly, you indicate that the stores are independent, regardless, the issues you can't escape with that rhetoric is the fact CORPORATE agreed that the process of the obtaining the number port and that such action on the Boost inception being a corporate process of bring numbers into boost does not negate Boost *** responsibility to consumer. I might also note that boost corporate role was substantive and indicating the number was ported out illegally and should not of happen. The call was recorded in our two-party state and record of that conversation is indisputable.
Therefore there is no division from independent store transaction in this instance where relationship nexus of port out on Boost transactional network is under "Respondent Superior". Boost made a promise (customer service agent) and then ********************** reneged on that promise by a method of extortion for $35 and even went so far as establish an account number with my mane and phone number for goods and service never received. This practice as Boost knows, violates Uniform Commercial Code for such transaction where one obtains monetary value for something NOT provided a consumer. Boost performed a disservice and owes restitution.
This is as we call in the ************* "Scapegoating"
Sincerely,
*******************************Business Response
Date: 10/07/2022
October 3, 2022
Mr. *******************************
5649 ****************************., Lot 38
******, ** 48429
Re: BBB Complaint #********
********* - ************
Dear ********************:
On October 4, 2022, we received your rebuttal, dated October 3, 2022, filed with the Better Business Bureau.
You requested clarification surrounding your $35.00 refund and the in-store pricing of the device you intended to purchase.
Our records indicate that your refund of $35.00 was issued back to your payment card on September 12, 2022.
As we previously advised, each Boost Mobile retail location is independently owned and operated. As such, they maintain their own device inventory and determine their own pricing. For clarification regarding the price practices of this location, please contact the store directly. We regret any inconvenience this may cause.
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: 10/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to **** have verified that the refund has been made and end the complaint of the monetary refund owed, but does not absolve the violations of Federal policies.
Sincerely,
*******************************Initial Complaint
Date:09/15/2022
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 have been with Boost Mobile for several years. I switched to a new handset on 8/31/2022 and my hotspot I rely on to work remotely no longer works. Since that time, I have chatted and called in many times over two weeks spending hours at a time with customer service. They have not resolved this issue. On my initial contact, they offered compensation and have since never fulfilled that or offered compensation again. At that first contact, they also said it was a technical issue on the tower that would be resolved within 48 hours. After that it was the network, and instead of reading notes on what has already been done, made me spend hours going over the same trouble shooting over and over. They say updates will be sent out just to end the contact. No updates are ever sent. Now they are trying to redirect to ******** I need compensated for the two weeks of missed service. Ideally, I would also like the handset refunded or unlocked so I can take it to a different provider as it is unusable on their service. If that is not possible, I need the handset replaced or whatever it takes to make the service workable again.Business Response
Date: 10/04/2022
September 29, 2022
*****************************
3145 **********.
**********, ** 50315
Re: BBB Complaint #********
********* - ************
Dear **************:
On September 16, 2022, we received your complaint, dated September 15, 2022, filed with the Better Business Bureau.
You indicated that you were experiencing technical issues and that Boost Mobile was unable to resolve them. You requested to be compensated, to have your phone unlocked, or to have your phone replaced.
I attempted to reach you at ************** on September 28 and 29, 2022, and I left two voicemails. I also emailed you at ******************.
In my last message, I told you our records indicate that you have exhausted our troubleshooting steps, which indicate the issue stems from outside Boost Mobile. I recommended that you restart your phone in Safe Mode to ascertain if an application is causing the issue. Please press and hold your side power button until the Safe Mode prompt appears, tap Safe Mode to confirm.Once the device restarts, check your hotspot speed. If it works as normal, the issue most likely stems from an application installed on your device.
I also referred you to ******* in case the issue stems from your phone itself. You can reach ******* at **************.
Our records indicate that the issue you reported is with your hotspot, but all other service works as normal.
As a courtesy, I applied a one-time $20.00 credit to your account. 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
*********************Customer Answer
Date: 10/05/2022
Complaint: 18032281
I am rejecting this response because:The issue is not with ******* but is a Boost Mobile issue. After being informed by Boost chat that they were unable to assist, I did reach out to *******. First, the ******* link that Boost provided was incorrect. They sent me a link to ******* UK who is unable to assist with US products. After reaching *******, I was given a number to contact local repair. However, before I took the phone for repair, I tried the Hotspot again and it suddenly started working. Therefore, it is obvious this was a Boost issue and not *******. The data service continues to be spotty cutting in and out multiple times each day. A $20 credit seems wholly insufficient for the many hours of wasted time on phone and chat.
Sincerely,
*************************Initial Complaint
Date:09/13/2022
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 currently a Boostmobile ******** and I am trying to obtain my Account number, which I walk in to a ********************** dealer and was told that I will needed to call ******** Services ph# ************ after many attempts with service representatives and requested to speak to a supervisor my petition was denied. They gave me the round, round and excuses, spent 2 consecutive days trying to obtain my account number with and no one help me. A ********************** Rep told me that the reason why they denied to provide this information to their clients, it's because they don't want clients to transfer to another vendor. I feel that they are violating customer rights.I appreciate any help I can obtain from BBB.Business Response
Date: 10/07/2022
October 3, 2022
*************************
1919 ********************************.
*******, ** 60647
Re: BBB Complaint #********
********* ************
Dear *************************:
On September 14, 2022, we received your complaint, dated September 13, 2022, filed with the Better Business Bureau.
You said that you visited a Boost Mobile retail store to obtain your account number, but you were told to contact customer service. Upon speaking with a representative, you were told the reason you were not given the information is that Boost Mobile did not want to lose clients.
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.
Our records indicate on September 13, 2022, you were contacted by a Boost Mobile representative who provided you with the information you requested. 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
Phone Hours: 8:00 am-4:30 pm MT (M-F)
**************
cc: ****** /******* Better Business Bureau
************************************************************************************************************************************************************* 80210
*****************************Initial Complaint
Date:09/13/2022
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.
The supervisor at the store said that had to get the $60 plan in order get an iPhone and start new service. He said that I can downgrade the following month. For the past 2 months I have been trying to downgrade an unable to do so. They say I dont have which forcing me to pay $64. They escalated and nothing has come of it. Another supervisor said that didnt have to get the $60 plan and he only said so he could get commission. I feel like I have been scammed!Business Response
Date: 10/14/2022
October 13, 2022
Ms.**************************;
2804 ***************., Apt. 1D
**********,** 27858
Re: BBB Complaint #********
************ - ************
Dear ****************:
On September 20, 2022, we received your complaint, dated September 13, 2022, filed with the Better Business Bureau.
You stated that you purchased an iPhone from a Boost Mobile retail store and had to get the $60.00 plan. You said were told you could downgrade the following month. You have been trying for two months to go to a lower package, but you have been told it is not possible.
When we spoke on October 13, 2022, I explained that typically a device is sold at a discounted price and has to be on a certain plan for a period of time before the plan can be changed. I explained that I would issue a one-time $60.00 credit to your account and I will work with you to determine when you will be able to change your plan.
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:09/12/2022
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.
On 7/12/2022 Boost autodrafted $60 for a month of prepaid service. I called a few hours after transaction was initiated. It was still pending my bank and told them I wanted to cancel service. I was told I would receive a refund in 3-5 business days. The rep took the number to Direct ******* *************** and stated that he contacted the bank. I asked for a confirmation number, he stated that was information given to the banks representative. He disconnected my service immediately even before the call was over and I had no phone service for 2 days. I switched carriers and had to pay again for service for the month. Several days past and there was no refund. The transaction finally completed and was taken from my account and that was after I reached out to Direct *******. Direct express denied claim telling me I needed to contact Boost. I contacted Boost for the 2nd and spoke with a woman named ****. She told me Boost does not issue refunds and it must be done through the bank. I did as the bank stated and they denied again. Saying that I need something in paper from Boost. Boost never sent an invoice for their $60 a month plan, just deducted from my account. Since Boost does not give any form of receipt for service for the plans they offer, I can provide Verizons receipts showing when my service started and how I paid for two phone lines in July however only received service from ********Business Response
Date: 10/06/2022
October 4, 2022
Ms. *************************
1175 ************.
**********, ** 32780
Re: BBB Complaint #********
************
Dear ****************:
On September 13, 2022, we received your complaint, dated September 13, 2022, filed with the Better Business Bureau.
You requested a refund of a $60.00 payment you made right before you ported your phone number to a new carrier effectively disconnecting your service. You also stated that the customer support agent canceled your account right away instead of giving you time to port out your number.
When we spoke on October 4, 2022, I advised you that I submitted a check refund for $60.00; please allow up to 19 business days for processing. I also apologized for any inconvenience you may have experienced.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*********************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: 10:30 AM -7:00 PM MT, M-F
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*********************Initial Complaint
Date:09/12/2022
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.
One of our phone lines had sketchy service since midJune. It worsened in August and that line was unable to text anything but a short message. It could not open group texts - they came as downloads and used up a lot of data without our noticing. That same line could not send or receive some photos. Phone calls would drop repeatedly and automatically call back without the other party knowing. We contacted Republic and was told these problems would be solved by upgrading to a 5G sim card. However, the other line on our account also had to be upgraded as well. That line was working fine. To upgrade that line would require we purchase a new phone. You have to get the sim card first activate it, then purchase a phone.Also, we had prepaid our year's service and could not be refunded that amount or put it towards the purchase of a new phone. Now I have read that other customers have been refunded for this problem. On September 8, I ordered a new phone. I received an email that confirmed the order and said if it had been placed before 3pm EST it would most likely ship that day. (It had been.) Estimated delivery was one to six business days. I never received a shipping notification. On September 12, I called to get an update on my order. She said they were waiting for my credit card to pay. I didn't understand the delay. She asked me to check my credit card account to see if it had been charged. I was surprised by this request. My credit card had not been charged. She told me to wait another 24 hours and check my credit card account again. I asked to speak to someone else. The supervisor ended up putting in another order. New order number. The supervisor said the phone should be here in two or three days. Meanwhile, we are still with only one line and I feel I should be compensated for months of bad service and now no service.Business Response
Date: 09/20/2022
September 20, 2022
**************************************************************************************************** 98682
Re: BBB Complaint #********
A00143253 - ************
Dear **************:
On September 13, 2022, we received your complaint, dated September 12, 2022, filed with the Better Business Bureau.
You stated that you started experiencing issues with your Republic Wireless service in mid-June; however, in August it worsened to the point that you were unable to open group chats and your calls were dropping. You said you were informed that you had to upgrade your plan. On September 8, 2022, you said you placed an order for a new phone but never received it. On September 12, 2022, you contacted customer service and placed another order. You said you have yet to receive the order. You requested the device be sent and requested a refund for the unused months on your annual plan.
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.
During our conversation, I informed you that neither of the orders went through;however, we were able to get a new purchase order to go through for the phone.You confirmed that you have since received the new phone. I also informed you that a refund of $417.41 was issued and I advised you to 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: 09/20/2022
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:09/12/2022
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.
11/4/2022. My husband and I tried to switch from Boost Mobile, back to Metro PCS after only 1 week of service because the phone service was unacceptable for us. Boost mobile refused to transfer our phones, and kept telling us we had the wrong PIN numbers. Please note, these PIN numbers never changed, as we currently have them to this day. We never got to switch as they would not port our phone numbers which are vital to our ministry where we assist the poor. My husband and I decided to just end the fight 3weeks later, because Boost mobile would not port our numbers, and they stopped us from receiving incoming calls. This was a HUGE loss to our ministry. So we surrendered back to Boost mobile, and remained a hostage. Here we are in September 2022. Boost mobile will not release our phone numbers yet again, to port over to ******* Wireless, whom were trying to switch to. These are our phone numbers, attached to our business and ministry. Boost Mobile is holding us hostage and we want out. Please help us.Business Response
Date: 10/06/2022
October 4, 2022
**************************************
7426 *****************************.
Laveen,** 85339
Re: BBB Complaint #********
************
Dear ********************:
On September 13, 2022, we received your complaint, dated September 12, 2022, filed with the Better Business Bureau.
You stated that you were experiencing difficulty porting out from Boost Mobile to a new carrier due to the incorrect PIN being provided. You said you were switching because the service did not work for you.
My attempts to reach you at **************, were unsuccessful. Per a review of your account, I found that you have already canceled and ported out as of September 21, 2022.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
*********************
Sr.Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: 10:30 AM -7:00 PM MT, M-F
*************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******,** 80210
*********************Initial Complaint
Date:09/12/2022
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.
Republic Wireless cut off phone service on my account due to non-payment of account. The non-payment on the account was due to *their error* and yet they would not immediately restore my phone service. I will lose my job if my service is not restored immediately, since I work in the community with people who are disabled. Yet, Republic says they can't restore it for up to 72 hours - even if it was their error !!!! When there is a Republic error the "Standard Process" should include restoring service to the phone immediately, since the customer did not cause the error. ********************** tried to resolve the problem, but they would not restore my phone service immediately.Business Response
Date: 09/19/2022
September 19, 2022
**********************************
1358 *******************.
**********,** 47006
Re: BBB Complaint # ********
A00333122 ************
Dear ********************:
On September 13, 2022, we received your complaint, dated September 12, 2022, filed with the Better Business Bureau.
You said that due to a Republic Wireless error, your phone service was interrupted for nonpayment and cannot be restored for a period of up to 72 hours although,even though it was caused in error.
I attempted to contact you at the phone number and email address we have on file on September 16 and 19, 2022, but I did not receive a reply to either message.
Our system shows that your financial institution declined payments on August 22,2022, and August 28, 2022, for insufficient funds.
If you can provide me with information that supports your claim that the issue was caused by Republic wireless, I can perform a more detailed review.
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: 8:00 am 4:30 pm MT (M-F)
*************
cc: ****** / ******* Better Business Bureau
********************************************************************************************************************************************************* 80210
*****************************Initial Complaint
Date:09/12/2022
Type:Product 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 bought a Boost sim card in March 2022 from bestbuy.com. Then I called Boost customer service twice to activate the sim card and was told the sim card is invalid and Boost not use it anymore. As I already transferred out my number with the previous carrier and Boost cannot activate the sim card with my number. It turned out, that my number became invalid, and the sim card cannot be used. So I returned the sim card to bestbuy.com. I bought a new sim card and get a new number from T-Mobile. I thought it was over, it's done! However, after 6 months, I just received an email from Boost on Sep 8, saying the payment of $47.05 is due on 09/13/22. So ridiculous! I never ever use Boost service, how come I get payment due???!!!!!Business Response
Date: 10/06/2022
October 5, 2022
**************
121 *************************.
*********,** 02420
Re: BBB Complaint #********
************ - ************
Dear **********:
On September 13, 2022, we received your complaint, dated September 12, 2022, filed with the Better Business Bureau.
You stated that you purchased a Boost Mobile *** card from bestbuy.com, but when you called in to activate it, you were told the *** card was invalid and that Boost Mobile does not use it anymore. You returned the *** card to Best Buy and decided to go with a different provider. On September 8, 2022, you received an email from Boost Mobile stating that a payment of $47.05 was due.
When we spoke on October 5, 2022, I explained that notes on your closed account reflect this was resolved on September 15, 2022, and the account is at a zero balance. You confirmed this and stated that this issue is resolved.
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
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