Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,968 total complaints in the last 3 years.
1,500 complaints closed in the last 12 months.

If you've experienced an issue

Submit a 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:11/30/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/25/2022, I entered the Boost Mobile store located at ************************************************************ to upgrade my phone. The store associate was telling me about the new Celero device that had just come out and how big the storage size was. I decided to purchase this new device and was excited to try it out. Everything was fine until 11/26/22 around 4pm, my device just started shutting off and restarting by itself so I attempted a few troubleshooting steps and reset the device thinking that would help and nothing changed. The device continued to shut off. On 11/27/22, I returned to the store to inform them of the issues I was having, the associate did a reset on the device and advised I give it a few more days to see if it does it again. As soon as I got home, my phone shut off and restarted again so I contacted Boost and was told that because it's only been 2 days since purchasing, I'm still under the 7 day store warranty and that they would be the ones that need to replace my device or issue a refund since it's been less than 7 days and that my phone showed signs of a manufacturer problem. I returned to the store and let them know what I was told by Boost **************** and the associate said no refunds, no exchanges all sales are final. So I asked, are you guys seriously going to just take my money when I'm showing you this device is defected? She responded, the owner doesn't allow refunds or exchanges. I find it highly unfair and disappointing that a business can sell someone a defected product and basically just take my money. I'm a mother of 5 small children and I can't afford for anyone to just take money from me. Then I spoke to the owner and he told me that it's his business and he doesn't have to listen to Boost rules or policies. My question is how is it possible to mistreat a customer due to bad business working under Boost name then say "I don't have to abide by Boost rules and policies" How is this fair? Please help me, this can't possibly be legal.
Business Response
Date: 12/30/2022
December 30, 2022

****************************************
853 ************.
*********, ** 75134

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

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

On December 8, 2022, we received your complaint, dated December 7, 2022, filed with the Better Business Bureau.

You said you purchased a Celero phone on November 25, 2022, from a Boost Mobile retail location that began to malfunction two days later. You indicated you returned to the store and asked for a refund, but your request was denied. You also expressed concern with the customer service you experienced. You requested to return the phone for a refund.

A review of our records indicates that this issue 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 Escalations Team
Boost Mobile
Phone Hours: Tuesday through Saturday 8:00 am - 4:30 pm MT
**************

Enclosure

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

*********************
Initial Complaint
Date:11/29/2022
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.
Phone: ************. Boost mobile has been my cell phone carrier since 2014. The day before Thanksgiving I saw my phone had an SOS icon on the corner. I discovered I couldn't log on to any of my accounts, banking, email, AppleID, etc. I was on my way out of town. When I realized that large amounts of money were being taken from my account, we identified the problem as a Sim swap. This person had virtual control of my cellphone. When he opened any app on my phone he could change the password since the institution would verify the identity via text. It was during Thanksgiving, and none of the banks answered the phone. I couldn't report the fraud until 4 am the day after Thanksgiving. By then over $15,000 had been withdrawn from my online ****************** account, Zelled to my ************** checking account, and transferred out. Money was taken from my ************** account too.I repeatedly called Boost to report the Sim swap. They refused to help me because the scammer had changed the four-digit Boost pin and I could not provide the exact date of my last transaction since I was out of town. They told me to go to a physical store with my driver's license. I went to three different stores, but with the same result, the employees at these stores said they couldn't help me. It is, November 29, 2022, and the scammer still has control of my phone and all my information.The person has used my Paypal account. Yesterday two charges for $8,111 were made on my business credit card, which I was able to reverse. I have called Boost more than 10 times, but they have refused to help me. They are protecting the scammer, but not the customer. I've lost business, I've lost a lot of money, and I haven't slept in days, not to mention the hours in front of my computer trying to stop the fraud. I was informed that the line would remain active for three months after I stopped paying the bill. Today I called again and they said the scammer had made a payment in a store.
Business Response
Date: 12/22/2022
December 21, 2022

************************************************************************************************** 90039

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

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

On December 1, 2022, we received your complaint, dated November 29, 2022, filed with the Better Business Bureau.

You expressed frustration with a sim-swap on your account that you claim happened without your authorization.

At Boost Mobile, ensuring the security of our customersdata and personal information is a high priority. While
Sim-Swap scams involving Boost Mobile customers are rare,our goal is to prevent them from happening at all. We know this has been highly frustrating for you, and our team is committed to investigating this issue and discovering how the fraud occurred.

We are continuously evaluating and improving our processes to prevent scams from occurring. Recently, Boost
Mobile implemented several procedures within our customer care operations to prevent fraudsters from manipulating the system. We appreciate you bringing this to our attention and sharing your experience with us.
These Sim-Swap scams are an industry-wide issue and no carrier is immune. We encourage all mobile users, whether they are a customer of ******************** or one of our competitors, to learn how they can prevent these scams from impacting them. Our goal remains delivering an exceptional experience for our customers.

Boost Mobile is vigilant about fraud and works to protect our customers while ensuring they can legally access their account information when needed. Boost Mobile has investigated this case and found it to be sim-swap fraud. More information on this type of fraud is available via the ******* Communications Commission.

Boost Mobile is not liable for the money that was stolen from your financial accounts, as the financial fraud involves a hack into a separate account unaffiliated with Boost Mobile. We encourage you to continue pursuing the return of your currency through channels with the proper oversight. While Boost Mobile does not have control over financial accounts,you can find more information on securing your accounts via each partys individual website.

Our records indicate your Boost Mobile account was disconnected on December 8, 2022.

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

Sincerely,

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

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

                *****************************
Initial Complaint
Date:11/29/2022
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.
they made us get new phones we did but not from them. they said this would fix our horrable service it didnt and now they say since our new phones just got hooked up we have to wait a year to get our phone network released to change carriers. they no longer have corporate offices and the web site and customer support keep hanging up on me because i have called so many time. they told me to contact ******* support which i did and ******* says that the network is not responding to our brand new top of the line phones. Boost will no longer ************* or hang up on me everytime i call because they cant figure out. i have been on the phone with them at least 25 or 30 times in the last month and last week was hung up on 10 or more times and they refuse to call back. when i could get through to the supervisor they say that there is no one higher to talk to and that they cannot help me. ******* said i need to get moved to a new network because the problem is the network we have. this is not a contract with them it is a pay by the month phone arrangement and no one told us that when we hooked up our new phones if they didnt work we couldnt move carriers for a year because thats there "new phone" policy even though we didnt buy or phones from them
Business Response
Date: 12/09/2022
December 5,2022

*****************************
5909 **********************, Apt. 2
***********, ** 61607

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

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

On December 1, 2022, we received your complaint, dated November 29, 2022, filed with the Better Business Bureau.

You requested that your device be unlocked.

Boost Mobile will unlock a device under the following circumstances:

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

Your unlock request has been granted. Please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile SIM card is inserted.

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

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

Sincerely,

*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
Monday Friday, 8:00 am to 4:30 pm MT
**************

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

*********************
Initial Complaint
Date:11/29/2022
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 recently ported my number to ******** I had a $35 credit on my account that I had pre-paid myself. I requested the money back, before the switch. The number was ************. I still have not received any refund from Boost. I would like the $35 refunded back to me.
Business Response
Date: 12/21/2022
December 20, 2022

Mr. *********************
P.O. Box 269146
************, ** 46226

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

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

On December 1, 2022, we received your complaint, dated November 29, 2022, filed with the Better Business Bureau.

You stated that you had an account credit of $35.00 when you canceled your account. You requested that we issue a refund for this balance.

Please be advised 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 when 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: 12/21/2022

Complaint: 18477060

I am rejecting this response because: I requested a refund, before the service was canceled. I would like a refund issued to me for the $35.00.

Sincerely,

*********************
Business Response
Date: 01/12/2023
January 10, 2023

Mr. *********************
PO Box 269146
************, ** 46226

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

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

On January 9, 2023, we received your rebuttal, dated January 9, 2023, filed with the Better Business Bureau.

You stated that you requested the refund of $35.00 prior to canceling your service. You requested that we refund your prepaid account balance of $35.00.

As I previously advised you, Boost Mobiles terms and conditions specifically state that any payments remitted to Boost Mobile are final and non-refundable. Nevertheless, I have submitted a refund request of $35.00 for your prepaid account balance. Please allow 10 to 14 business days for processing.

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

Sincerely,

*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
Monday Friday, 8:00 am to 4:30 pm MT
**************

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

                *********************
Initial Complaint
Date:11/28/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was trying to purchase the A23 and ***** bundle on cyber Monday that doesn't expire until *****, website wouldn't process my card, I called and was then told that the deal was no longer available they advertised the same bundle for black Friday that I also tried to purchase and was told on Friday that it was no longer available.
Business Response
Date: 12/09/2022
December 5, 2022

Ms. ***********************
851 ****************.
************, ** 29644

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

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

On November 29, 2022, we received your complaint, dated November 28, 2022, filed with the Better Business Bureau.

You stated that your attempt to place an order online for a Black Friday offer was unsuccessful. You indicated that when you called customer service, you were told the offer was no longer available. You requested that Boost Mobile honor the advertised offer.

Please be advised that the advertised offer was for new customers only, while supplies last.

As indicated in my email correspondence, you can contact me directly at **************, so I can assist you further.

We regret any inconvenience you may have experienced.

Sincerely,

*****************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: 8:00 am - 5:00 pm MT, Monday Friday
**************

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

                *****************************
Initial Complaint
Date:11/28/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had service with Boost with the same number for over 3 years on my daughter's account. I purchased a better phone in Oct.2021. In June of 2022 I went with my own account but started having trouble with NO SERVICE. After going to Boost several times & with their tech ***** I was told they couldn't help me at my local Boost in Plymouth, IN. & was told to try Cricket. I went to Cricket in Plymouth, IN for service. Boost would not unlock my phone. They said it was because I didn't own the phone for 1 year. So, I waited until Nov.,2022 to make sure there was plenty of time from the purchase date in Oct.2021 to get my phone unlocked to be able to use it. Boost then said No again, saying I didn't use their service for 1 year with the new phone. After I got home, I called again. Then I was told IF I paid for 3 more months of service, they would unlock it. Why would I have to pay for a service that DOES NOT work in my area before they would unlock it? I asked that question but could not get any answer from them. I asked for corporate office number & was refused the number. I asked for supervisor & was refused that also. They are in my opinion holding my phone for more money without getting any service. I could see them not unlocking it if I owed them money for the phone or if I hadn't finished out a contract with them, but neither of those apply. I just want them to unlock my phone so I can use it. I'm not asking for an unreasonable thing of them. Do they do this to everyone? That's the real question and if so, how can they legally do this?
Business Response
Date: 12/02/2022
November 30, 2022

*******************************
2916 ********.
****, ** 46534

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

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

On November 29, 2022, we received your complaint, dated November 28, 2022, filed with the Better Business Bureau.

You requested your device be unlocked.

Boost Mobile will unlock a device under the following circumstances:

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

I have agreed to make an exception and your unlock request has been granted; please allow 72 hours for this to process and ensure your phone is powered on with the Boost Mobile *** card inserted.

*** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card.Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

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

Sincerely,

*****************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: 8:00 am 5:00 pm, MON FRI
**************

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

                *****************************
Customer Answer
Date: 12/06/2022

Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:11/28/2022
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.
On November 24-2022 i purchased a new *** card from Boost online and was charged $6.52 including shipping $5 and il tax .53 -given a fake tracking number for *** to deliver to me - and being asked to pay for phone service of $19.98 and $25.49. After multiple attempts to get Boost mobile to give me the correct tracking number to no avail. I requested my account be closed - canceled and now Im being asked to pay for service and I still dont have the *** card and have never activated any for Boost mobile to want to charge me. I was given a ticket number for the cancellation of this account #*******. But my account stated that Boost mobile closed my account for -non - payment ( this is wrong ) I requested it be closed because of the charge to my debit card for the *** card i never received and a service i never activated. *** has sent me emails saying the shipper ( Boost Mobile ) never sent them anything to deliver to me and that the tracking number Boost Mibile gave me is incorrect, work with Boost Mobile to get the correct tracking number. I have tried for more than 2-3 days to get the right tracking number and Boost Mibile has not helped me with this matter.
Business Response
Date: 12/20/2022
December 19, 2022

*****************************
2325 *********************., Apt. 402
*******, ** 60612

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

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

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

You said you ordered a *** card from Boost Mobile but never received it. You stated that you were provided a fake *** tracking number and were advised by *** that we never sent the *** card. You also stated that you never activated a *** card with Boost Mobile but received a bill for service.

A review of our records indicate that your account was established on November 26, 2022, with a *** card.

Your *** card order was processed and the tracking number, 1Z52A2590206443181,shows that the *** card was delivered on November 29, 2022. Please note that we offer expedited shipping, but you did not choose that option. As such, your order was processed, and as soon as your package was shipped, the tracking information was updated. Please note that *** cannot provide you with tracking information before the order is shipped.

You canceled your account on November 26, 2022, and received a refund for $6.52 on November 28, 2022.

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:11/27/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called Boost Mobile and asked a woman named "******," for my account number. She kept me on the line asking me unnecessary questions like, "Are you able to receive calls from your phone?" and "Are you calling from the number listed on your account?" When I asked why she was asking these questions her response was, "It's part of our policy." I then asked for her to please give me my account number. That I had already provided my name, phone number and PIN number. She hung up on me. When I called back, I spoke to a representative and asked to be transferred to a supervisor. I was transferred to a woman who called herself, "Tranae." I gave her my information and asked to receive my account number. She asked me why I needed it and then proceeded to ask the same unnecessary questions as ******. When I asked why she was asking these questions, she said because people have been switched to other carriers without their permission. I told her I just wanted my account number to pay my bill and she hung up on me. I tried to call back and they would not *************!I then went to Boost Mobile Website to see if I could retrieve my account number there. Guess what? It is not listed on my account! Boost is not providing its customers their account numbers so that they cannot switch carriers! This is not right! They need to be reprimanded for such gross nefarious practices!
Business Response
Date: 12/02/2022
November 29, 2022

*****************************
4306 ********************************.
***********, ** 90037

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

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

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

You stated that you have been unable to receive your Boost Mobile account number. You requested that we provide this information.

When we spoke by phone today, I confirmed your billing card and amounts paid to verify your account. Once verified, I provided your account number, *********. I also advised you that we require customers to verify their identity when calling in for this information to ensure the security of their accounts and personal information. We 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

                *********************
Initial Complaint
Date:11/27/2022
Type:Delivery 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 placed an online order through boost mobile.com for a promotional service for a new phone and new service as a Christmas gift for someone. The person I was purchasing this for no longer needed the phone so I called 5mins later after placing the order to cancel. They told me I was unable to cancel the order and I needed to wait to receive it. I explained to them the order was being shipped to another state and the person receiving the order was mobile impaired so it was no way they could ship it back. They hung up on me atleast 4 times after placing me on long periods of hold! I have no way of securing this package or getting my money back. I spoke to several different people who kept hanging up on me and then I started a chat and everyone kept disconnecting. This has been an absolute nightmare. *** added some of the conversations Ive had with multiple people through the chat. There was one Person who attempted to help me
Business Response
Date: 12/21/2022
December 20, 2022

*************************************
27 ***** St.
**********, ** 29611

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

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

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

You stated that you purchased a phone as a gift, but the recipient no longer needs the device and they are unable to return it. You requested that we facilitate a return for the phone, and issue a refund of the purchase price of $51.22.

My attempts to contact you by phone at ************** on November 28, 2022, and December 20, 2022, were unsuccessful and I was unable to leave a voicemail. I also sent an email request that you contact me to ***********************.

I would be happy to facilitate a return for this device. I can send out a prepaid *** label and arrange for pickup at the location that the phone was delivered. Please contact me with the address to pick up the phone, and I will generate the shipping label. The device must be returned in like-new condition (i.e., no cracks, scratches, liquid damage or other damage),and must include original packaging with all original kit components.

If there are further questions or concerns about this issue,please feel free to contact me via email at ************************** or by phone 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: 12/21/2022

Complaint: 18467960

I am rejecting this response because:

Sincerely,

*********************************
i am rejecting this offer because no Phone was ever Received! I have responded to the email but I never received a call nor a voicemail
Business Response
Date: 01/12/2023
January 10, 2022

***************************************
27 ***** St.
**********, ** 29611

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

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

On January 9, 2023, we received your rebuttal, dated January 9, 2023, filed with the Better Business Bureau.

You stated that you are unable to return the phone that you are requesting a refund for, as you never received it.

As you previously stated that the phone was sent to a third party who no longer needs it, I offered to send a return label to the individual that you purchased the phone for so they can return it to Boost Mobile. My apologies if my offer was unclear.

Our records indicate that your phone purchase was refunded on December 23, 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
Boost Mobile
Monday Friday, 8:00 am to 4:30 pm MT
**************

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

                *********************
Customer Answer
Date: 01/20/2023

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:11/27/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I PURCHASED A ******** MOTO E6 ***** FROM A BOOST MOBILE RETAILER IN ********** ** IN 2020 PAID THE RETAIL PRICE IN FULL , IT WAS NEVER COMMUNICATED AT ANY TIME THAT I HAD TO HAVE SERVICE FROM BOOST WHICH BY THE WAY IS A PRE-PAID MONTHLY SERVICE HAD TO HAVE SERVICE FOR 6 MONTHS I DID NOT FIND OUT ABOUT THIS REQUIREMENT UNTIL I ATTEMPTED TO HAVE THE ***** I PURCHASED IN FULL UNLOCKED, BASICALLY THIS IS THE DEAL, I BOUGHT THE ***** IN FULL EITHER UNLOCK MY PHNE THAT I PAID FOR OR MY NEXT STEP WILL BE TO RETAIN COUNSEL AND AND FILE A LAWSUIT WHICH *************** SURE WILL BECOME A CLASS-ACTION - YOUR CHOICE BECAUSE I AM SURE THERE IS UNTOLD NUMBER OF PEOPLE WHO HAVE PAID FOR *****S THAT YOU HAVE DONE THIS TOTHE ***** BELONGS TO ME, I PAID FOR IT, THERE WAS NEVER A CONTRACTUAL SERVICE AGREEMENT WITH BOOST AND IT WAS NEVER COMMUNICATED IB WRITING IN THE STORE NOR DID I SIGN ANYTHING THAT STATED I WAS AWARE OF SUCH AN REQUIREMENT, I AWAIT YOUR DECISION
Business Response
Date: 12/20/2022
December 20, 2022

*************************
8521 ***********., Unit A
****************, ** 76108

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

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

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

You requested your device be unlocked.

Boost Mobile will unlock a device under the following circumstances:

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

Although your phone was active less than 12 months, your unlock request has been granted; please allow 72 hours for this to process and ensure your phone is powered on with the Boost Mobile SIM card inserted. Please access the **** Unlock section in your settings menu and choose **** Unlock to complete the process. If that does not work, please update your data profile.

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

Please refer to the ******* Communications Commissions site regarding cell phone locking/unlocking at https://www.fcc.gov/general/cell-phone-unlocking. You may view Boost Mobiles unlocking terms and FAQ at https://www.boostmobile.com/support/faq/phones-devices/unlocking-policy.html.

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

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
**************

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

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

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