Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

4,976 total complaints in the last 3 years.
1,509 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/26/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I could not access my account to pay my monthly service fee so I went to the Boost Store in *********. The salesclerk told me that changes had recently been made to my account (which I had not made). We changed my login info and updated my email address. She put a new *** card in my phone and then I paid $35 for my service, using my bank card. (The *** card caused all local searches to be pinpointed in *******, **********.) The next day, someone charged $2 to my card and after that went through, attempted to charge $500 worth of goods from a sporting goods store in ****, **. Thankfully, my bank stopped that transaction. A few days later, a family members card (that had paid for a months service for me a few months ago) was also the target of an attempt to purchase almost $500 worth of LA ******* baseball hats. They were to be shipped to the TMobile store in *****, **. Thankfully, the transaction was stopped as well.I went back to the Boost store (the day after paying for my service and the same day of the attempt on my card) and told the clerk what had happened and asked for a refund. She told me to contact the carrier. I did and they told me to go back to the store, which I did. I was told that the store would not refund the money. Since that day, I have received fake texts and even a taunting text that only said, Hi *****. It disappeared a few days after I received it. I can no longer use Boost Mobile as my service and sensitive information is not secure. I do have physical proof.
Business Response
Date: 12/22/2022
December 21, 2022

**********************
700 **********.
*****, ** 95620

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

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

On November 28, 2022, we received your complaint, dated November 26, 2022, filed with the Better Business Bureau.

You said your account was hacked and you visited a Boost Mobile store to have it restored. You indicated you paid $35.00 at the store. You mentioned credit cards (that were used to make payments on your Boost Mobile account) were compromised resulting in fraudulent charge attempts to occur. You stated you received suspicious text messages and you expressed concern with the customer service you experienced. You requested a $35.00 refund.

My attempts to contact you on December 8 and 9, 2022, at ************** were unsuccessful, but I left a message each time. I also sent an email to ************************* with a request that you contact me.

We recommend that you contact your credit card provider(s) to report the fraudulent activity. In order to submit a report about the store location, please provide us with an address for the location and the date of your visit.

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 at the time service is canceled will be forfeited. As such, your request for a refund cannot be met.

We strive to provide excellent service and we regret that your experience was unfavorable.

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

Sincerely,

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

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

*********************
Initial Complaint
Date:11/26/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have used this phone service for many years. They have sense been sold out and use a call center that is not based in *******. I waited on hold for over an hour to receive information that they can only provide (account number) so I could switch service. They made it insanely difficult to cancel my service in the hopes I would give up and not cancel. If I was not actively in the store switching my service I would have tried on a different day, which is what they hoped for. The only way they gave me the information is because I told them I would be filing a complaint with the BBB. Additionally, I have an unexplained $30 credit on my account they will not give me. I want my money sent back to me.
Business Response
Date: 12/20/2022
December 20, 2022

****************************************************************************************** 26505

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

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

On November 28, 2022, we received your complaint, dated November 26, 2022, filed with the Better Business Bureau.

You said that it was a difficult process disconnecting your account because the call center is not located in *****************, which you attribute to DISH Networks acquisition of Boost Mobile. In addition, you said there is an unexplained $30.00 credit on your account that you want refunded.

We exchanged emails on December 19 and 20, 2022,but because of your work schedule, we were not able to talk directly to one another.

When DISH Network acquired Boost Mobile from T-Mobile/Sprint,there were no changes or modifications made to the locations of onshore and offshore ************* Centers; however, it appears as though the issues you were experiencing coincided with T-Mobile's decommissioning of their older 3G towers and CDMA network, which, unfortunately did impact customers with multiple carriers.

The $30.00 you reference is a credit applied to your account as an incentive to make the necessary changes to your equipment prior to the above-referenced decommissioning. It is not refundable.

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:11/25/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a Boost customer for a number of years and had a phone insurance. In December 2021, my phone broke and I paid the $50 fee to get a new one through the insurance. There was a problem with the phone and I went to a Boost store in *************. They had me stay there for over an hour and thought they fixed the issue, but when I left the phone still didn't work. I went back to the store and they discovered that their insurance company sent me a phone that was not usable. It was not new and it was already activated with another number. Boost said that this has happened at least a dozen of times in a month and they were having issues with the insurance company. They called someone at the insurance company who was very rude with me and said they were going to call me back the next day, but I never heard back. I had to buy a new phone and tried to work out the problem with the insurance company for months, but they were difficult and always made me wait of call back. They refused to give me a refund and I contacted the BBB. The insurance company didn't provide a satisfying solution and stopped communicating with me. I found out that there were many customer complaints against the insurance company and they sounded like a fraudulent business. I need for Boost to send me a new phone. They should be held responsible that they are having their customers use their fraudulent insurance company partner to insure their phones. I should also be entitled to getting back all the insurance fees that I have paid, as part of my Boost contract, since the insurance was not usable.
Business Response
Date: 12/02/2022
November 29, 2022

***************************************
3057 **********.
******, ** 73072

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

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

On November 28, 2022, we received your complaint, dated November 25, 2022, filed with the Better Business Bureau.

You stated that the replacement device you received is malfunctioning and you would like it replaced. You said Likewise is no longer communicating with you, and you requested a refund of all payment made to for the insurance.

Boost Mobile offers optional phone protection through Likewize (formerly Brightstar). Once a claim is filed, customers are required to pay a non-refundable deductible of $20.00, $50.00, $100.00 or $175.00 (based on the device type) if the claim is approved. Customers are eligible for two approved claims within a 12-month period beginning on the date of the first replacement. Other exclusions and conditions may apply. For complete program details, please visit www.myphoneguardian.com or call ***************.

A refund of all the warranty payments you have made is not possible; however, I did agree to issue your account a $21.00 credit and to remove the optional phone protection through Likewize. 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 5:00 pm, MON FRI
**************

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

                *****************************
Customer Answer
Date: 12/08/2022

Complaint: 18463544

I am rejecting this response because:
After I submitted the original complaint, I spoke on the phone with ***************************** from Boost. He was very rude and spoke with me in a very entitled and diminishing way, unlike the way a business should speak to a valued longtime customer. I tried to tell him more about the issue I was having with the service, but he was interrupting me, speaking over me and wasnt letting me speak. I do have a foreign accent, which I suspect was the reason he was treating me as if I was less than smart. I asked to speak with someone else,but he said he wont allow it, because he was the one who was put in charge of this claim. He also said that no one else was available. I asked when they would be available, and he said never. I asked why, and he again said because he was in charge of the claim. I was hoping that the call was being recorded,so a manager could listen to it later and hear the tone he was using with me, but he said that it wasnt being recorded.

I am trying to resolve an issue with the Boost phone insurance through their provider Likewise. Likewise has dreadful reviews and many complaints against them, similar to mine. I told ***************************** that they were difficult to work with and have stopped communicating with me. He said that Likewise were a great provider and everyone was using them and was very happy with their services. I said that they have bad reviews and he spoke back, saying that no one leaves good reviews, just the bad ones. He said that as a courtesy he will cancel my insurance and refund $21 for the past three months, which is more than anyone would ever offer me. I thought that was a very rude comment. He told me to call the Boost customer service line and Likewise. I called both after I spoke with him. The Boost customer service didnt help, and Likewise said they would call me back when they speak with their manager, but havent called yet.

At this point, I am very frustrated with *****************************,Boost and Likewise. I just want Boost to either send me a working phone, or refund me for all the years I have been paying them for a useless insurance,plus the $50 I paid when I filed the claim for my broken phone. I also want a personal apology from *****************************. No company should allow someone with such tone to interact with their customers.

Sincerely,

***********************************
Business Response
Date: 12/14/2022
December 14, 2022

***************************************
3057 **********.
******, ** 73072

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

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

On December 13, 2022, we received your rebuttal, dated December 13, 2022, filed with the Better Business Bureau.

You expressed further concern that Likewize (formerly Brightstar) is not responding to your claim. You requested a full refund for years of monthly premiums paid for their product coverage or a replacement phone from Boost Mobile.

These concerns were previously addressed both over the phone and in my letter. Likewize is a third party company not owned or operated my Boost Mobile or its parent company. A refund of all the warranty payments made cannot be refunded. You will need to work with Likewize to receive your replacement device.

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 MT, MON FRI
**************

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

                *****************************
Customer Answer
Date: 01/08/2023

Complaint: 18463544

I am rejecting this response because:
This response does not address my concerns. Refer to my previous complaint. First, I tried to resolve the issue with Likewise again, with no success. If Boost's subcontractor Likewise is not addressing the problem, I need for Boost to step in. If Boost is not going to refund me for all the fees I paid them for my phone insurance (which is useless), they need to at least replace the faulty phone or repair it. Boost is aware that Likewise has a bad reputation and does not provide adequate service, but they still continue to use Likewise for their customers.
Second, my previous complaint also contained a complaint against Boost's employee *****************************. When I originally called Boost with my complaint, he was very rude and insulting, and spoke with me in a ridiculing way. This is also described in my previous complaint letter, but it not addressed in Boost's response. Someone else other than him should handle my complaint, such as his supervisor.

Sincerely,

***********************************
Business Response
Date: 01/20/2023
January 19, 2023

***************************************
3057 **********.
******, ** 73072

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

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

On January 17, 2023, we received your second rebuttal, dated December 13, 2022, filed with the Better Business Bureau.

You maintain your request for a full refund of what you paid for phone insurance, or to have your phone fixed or replaced. You also mentioned the customer service you received.

These concerns were previously addressed over the phone with you and in my two responses. Likewize is a third-party company which is not owned or operated by Boost Mobile. You will need to work with Likewize directly for a resolution.

I regret that the customer service you received did not meet your expectations.

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 MT, MON -FRI
**************

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

                *****************************
Customer Answer
Date: 01/30/2023

Complaint: 18463544

I am rejecting this response because:

Boost is still not offering a solution that compensates me for all the trouble and the resources I've spent. They should offer a workable solution to repair or replace the phone, or compensate me for all the fees I paid for an insurance that's not usable and for the $50 I paid as a copay to have my phone replaced, but didn't get the service.

Also, if you read my previous comments, part of my complaint is regarding the unacceptable attitude and offensive customer service provided by **********************'s employee *****************************. He should not be allowed to handle this complaint, as he is mentioned in it. My complaint should be handled by his superiors. He has purposefully tried to block my ability to talk to his supervisors, or to another Boost employee who could be helpful.

Sincerely,

***********************************
Initial Complaint
Date:11/25/2022
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 made a purchase online with boost mobile for the promotion they had for a iPhone se , I made the purchase November 11,2022 and the payment was successfully processed , I was told I would be receiving the tracking number via email . It never came I contacted boost mobile and was told that the item was out of stock so I reached back out and requested a refund for the order since it never came and was out of stock they created a ticket and told me wait $ business days to see if it was approved, I checked back in and it was denied so I asked whats going on with the order they tell me to wait and see if the package comes or wait for a tracking number , its been 2 weeeks and neither phone or tracking number has came , and they are denying me my refund .
Business Response
Date: 12/05/2022
December 2, 2022

Ms. ********* King
231 *********.
*******, ** 02840

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

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

On November 28, 2022, we received your complaint, dated November 25, 2022, filed with the Better Business Bureau.

You said that you have not received the iPhone SE that you purchased on November 11, 2022. You requested a refund.

We submitted a refund request of $94.20 to your PayPal account. Please allow three to five business days for processing.

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 - 5:00 pm, Monday Friday
**************

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

                *****************************
Initial Complaint
Date:11/24/2022
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.
Boost took two payments from myaccount unauthorized . My service was cancelled two months ago, despite this-my account is still charged. My credit card info was only used to make some payments. I normally go into a store. I never authorized automatic payments.
Business Response
Date: 12/02/2022
December 2, 2022

Mr. *****************************
908 ****************************.
*****, ** 33604

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

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

On November 28, 2022, we received your complaint, dated November 24, 2022, filed with the Better Business Bureau.

You stated that two payments were made to Boost Mobile without your authorization.

When we spoke by phone on December 1, 2022, you informed me that your concerns have been resolved and you no longer require my assistance.

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 MT, Monday - Friday
**************

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

                *****************************
Initial Complaint
Date:11/23/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed of for the 2 iPhones on us when you switch plan and switched from metro pcs who I was w for years. For starters the phones are absolute c*** but since they were free I wont complain the day after my purchase my husband cldnt locate his phone. I called customer service to suspend the line and they said np he took ************************************************************************************************************************************************* 1-2 days and was only giving me 30$ back when I just got this account and spent 190 on 2 phones that were supposedly free and my bill and activation fee. I never got a print out of the charges. I called cust service a few days lye to check on my refund I have been calling everyday for the last 7 out of 9 days of having this crappy service. I was told that a refund was never processed and they cldnt deactivate my phone bc the phone number was already given out. Then a few days later calling again about unrecieved credit and inactive phone I was told bY a cust svc mangier that I was charged 190 fraudulently and that I had to go to the store and call them and deal w this so i did. Both store staff and cust svc staff gave me the runaround. To date i am still out 110 for the free phones and the 40$I paid for phone service on 1 of the 2 phone lines on my all I get is hung up on, put on hold, or told I am very sorry. And even that is completely forced. They made no effort ***** themselves look and act like an upstanding company who cares, they are the exact opposite
Business Response
Date: 12/20/2022
December 20, 2022

******************************************
3632 **********.
************, ** 19134

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

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

On November 28, 2022, we received your complaint, dated November 23, 2022, filed with the Better Business Bureau.

You said you are due a refund because one of the phones you activated was misplaced so you suspended one line. You expressed concern about the level of customer service you received.

I reviewed your calls to us and found that you were correctly advised several times that because your purchase and payment was processed at a Boost Mobile store, you needed to speak with the store regarding a refund. Please note that Boost Mobile stores are independently owned and operated. As such,valid refunds for payments made to stores must be processed through the same store.

At your insistence, Boost Mobile agents submitted tickets to request a refund, but their requests were declined because your payments were made through a store and payments for service are non-refundable. Likewise,payments for activation, which the storeowners set themselves, or accessories are non-refundable.

Please contact the store through which your payment was made regarding a refund. Please note that as stores are independently owned and operated, Boost Mobile is not able to impel storeowners to act against their own refund policies. If you wish, I can forward your concerns to our team who liaises with storeowners, but I would need a copy of your original receipt. While we cannot impel the store to provide a refund for valid charges, if there was a mistake or error, we should be able to get it cleared up.

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:11/23/2022
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.
In October of 2021 I purchased a Celero 5g phone for the full price of $280 (only $80 today) as part of promotion for this new phone, which included 1 full year of unlimited (35gb) service. There were no published activation deadlines nor any publicly known expiration dates anywhere in the original Boost advertisement nor on any of my emailed receipts. My prior Mint Mobile service did not expire until August 2022, so I asked multiple Boost CSRs if there were any deadlines or expiration dates and all stated that there were none. I felt safe to wait until I needed to activate my service in August of this year, however the ReBoost code that came with the phone came up as "invalid" whenever I tried to activate. Later, an agent informed me the original activation code expired on 12-31-2021, or about 2.5 months after my purchase. This expiration was not made known to anyone, including Boost CSRs, until afterwards, hence making my $300 boostmobile.com purchase nearly worthless. I was able to obtain a "temporary" replacement ReBoost code, but it only gave me the first 3 months of service, when I had paid for a full 12 months. The remaining 9 months were supposed to be credited to my account as stated here: "Months **** of service will appear as a monthly credit on your account. You must remain on the $50 Unlimited plan for 12 months and maintain service on the Celero 5G to be eligible for free service for one year. If additional purchases are made, which make your balance greater than $50, you are responsible for the difference." This "monthly credit" has never been applied to my account and now I'm forced to pay out-of-pocket to continue my service, even though I already pre-paid for everything. The Boost CSRs thus far have not been helpful, having little power to fix anything and simply parroting the claim that my service expired late last year and there's nothing they can do to help.***************************** Boost Mobile number - ************
Business Response
Date: 12/20/2022
December 20, 2022

*********************************
413-415 9th St., Apt. 502
**********, ** 07087

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

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

On November 28, 2022, we received your complaint, dated November 23, 2022, filed with the Better Business Bureau.

You said you purchased a Celero 5G phone and a years worth of service for $280.00 in October 2021. You also said you were told that you would be able to activate your line of service since the offer did not have an expiration date. You mentioned that you waited until August 2022 to activate your account, but when you attempted to do so, you were informed the offer expired. You stated that you activated your account with the understanding you would get a rolling credit to offset the difference in cost,yet you have only received credit for three months of service.

Please be advised that the offer in question requires a $50.00 Unlimited Monthly Plan. You opened your account on September 15, 2022, under a $35.00 Unlimited Monthly Plan, which did not qualify for the offer. Our records indicate that you ported out your phone number on December 15, 2022.

We strive to provide excellent service and we regret that your experience was unfavorable.

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

Sincerely,

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

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

*********************
Initial Complaint
Date:11/23/2022
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 today to have my old phone, an ** Stylo 5, unlocked and was told by a rep that it could not be done because I didn't have 12 months of service with the phone. I was forced into buying a new phone because YOUR COMPANY went 5G only. There was absolutely nothing wrong with my phone, and I'd like to unlock it and give it to my mother to use, and you people are preventing me from that. I have dropped calls EVERY DAY, I am forcefully signed up monthly for your auto-pay service despite my unchecking it and saying I do not want to sign up for it EVERY SINGLE MONTH, I am seriously thinking of canceling and switching to a different provider because enough is enough! I was almost ripped off on my phone by an in-store rep by a difference of $200 because they were hungry for commission, it's just sickening! What do you have to say for this, Boost Mobile?!
Business Response
Date: 12/19/2022
December 16, 2022

*****************************
2200 **************., Apt. 101
****, ** 60099

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

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

On November 28, 2022, we received your complaint, dated November 23, 2022, filed with the Better Business Bureau.

You said you had to purchase a new phone to migrate to the expanded network. You also expressed concern you are unable to make a monthly payment without having to enroll into AutoPay. In addition,you mentioned the customer service you experienced. You requested your previous phone be unlocked.

Boost Mobile has historically provided service on the **** Network, which was operated by Sprint. After Sprint and T-Mobile merged in July 2021, T-Mobile 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, T-Mobile refused and the old networkand all phones/devices on it (including yours)--started being decommissioned on March 31, 2022.

We appreciate your feedback regarding the AutoPay feature. Please be advised that we suggest this option as these types of accounts are prepaid; it is not required.

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. If your phone requires a Master Subsidy Lock (MSL) PIN, please use ****** when your device instructs you to do so.

MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. 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).

We strive to provide excellent service and we regret that your experience was unfavorable. Boost Mobile appreciates your business and we thank you for your continued loyalty.

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

Sincerely,

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

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

*********************
Customer Answer
Date: 12/19/2022

Complaint: 18458295

I am rejecting this response because: 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. If your phone requires a Master Subsidy Lock (MSL) PIN, please use ****** when your device instructs you to do so.

MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. 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)
So, you are basically saying that the phone will not be unlocked fully. This is not what I wanted. I need the phone to be fully unlocked so my mother can use it. She has T-Mobile as her service. She will need it unlocked for text, data, and talk. Please fix this for her. Thank you for your assistance. I appreciate it.

Sincerely,

*************************
Initial Complaint
Date:11/23/2022
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.
On August 19, 2022 I have tried to upgrade my phone through the boostUp! discount and it kept declining me because they said I could not verify my identity. I have tried everything. I have never had problems before ordering phones and I have never missed payments so I shouldn't be having to go through something like that. I have given up trying to order a phone. I no longer need to upgrade right now, but I want to be able to upgrade in the near future without problems. I do want some kind of resolution. Please email me instead of calling as I am not always available.
Business Response
Date: 12/02/2022
November 28, 2022

*************************
PO Box 75449
**********, ** 25375

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

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

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

You stated that in August 2022 you were unable to purchase a phone as we were unable to verify your identity. You stated that you no longer needed to upgrade your device, but you wanted to ensure you could upgrade in the future without any issues.

Please be advised that when purchasing a device via ************************, we require identity verification so that we can ensure the security of your account and your personal information. We regret any inconvenience this may have caused.

Please note that as of October 1, 2022, BoostUP device financing is no longer an option.

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

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

                *********************
Customer Answer
Date: 12/02/2022

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:11/22/2022
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 had broke* my legs * was hospitalized, the* se*t to a *ursi*g home * the* o* to a* assisted livi*g. While i* these facilities I was payi*g extra each mo*th so whe* all the expe*ses came up with my move back to a* apartme*t my pho*e bill would be take* care of. I *ow live i* a historic bldg * had receptio* issues. I* Aug I called about $76 credit o* my acct before switchi*g providers so would*'t loose-*o problem credit will be mailed or retur*ed to ba*k acct. Other provider was worse so we*t back to Boost, reactivated acct, same problem, charge to try differe*t towers, same problem, e*ded up purchasi*g a*other pho*e with WIFI calli*g * charged to fi*d a tower that would work. I* doi*g so I paid extra cash due to system issues. Boost age*t called about credit which the* was over $100 due to additio*al system errors. Boost age*t called customer service * was told it was retur*ed to ba*k acct paid from * my ba*k did*'t accept * put thru. I called ****************** had bee* NO attempt to do that. I we*t back to ***************************** the ma*ger o* Mai* St i* ******* ** who also called. He fou*d out that whe* their age*ts talked to I made our calls their age*ts did *ot docume*t all i*fo from our call, his comme*t to them was-so our clie*t is*'t getti*g her credit * is payi*g the price for their age*ts *ot doi*g their job correctly. **** the* called his billi*g guy to check i*to this issue further. After co*tacti*g them several times we were told the credit did *ot exist * we asked well were did it go? I the* we*t back approximately 1 year to my ba*k ********************* what I was billed, what I paid o*li*e * what the credit each mo*th was leadi*g up to prese*t. I took that to **** who the* se*t that too his accou*ti*g perso*. Calls have co*ti*ued to be made with No resolutio*. With livi*g o* a fixed i*come because of my bei*g perma*e*tly disabled * havi*g these medical bills I struggli*g fi*a*cially! Could u check i*to this further * help get my credit retur*ed to me ??
Business Response
Date: 12/02/2022
November 28, 2022

*************************
619 ******************., Apt. 003
*******, ** 54901

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

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

On November 23, 2022, we received your complaint, dated November 22, 2022, filed with the Better Business Bureau.

You stated that you canceled your Boost Mobile service with an account balance of $76.00. You said you were advised that you would be refunded this balance. You also stated that you returned to Boost Mobile after your new service was unsatisfactory and requested that this credit be applied to your account.

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 at the time service is canceled will be forfeited.

Nevertheless, our records indicate that you have received credits totaling $70.21 since activating your new service line. As you have already been issued credit to your account, we respectfully decline your request for further compensation. Your current credit balance is currently $40.21.

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: 12/04/2022

Complaint: 18452123

I am rejecting this response because:
Before cancelling service due to No phone reception I called to be sure that would not happen! Boost customer service told me that would not happen because it was their fault-at that time I should have been advised they try another one of their towers!
I have not received any credit to include my cash payments made in trying to fix this problem (connecting to a local AT&T tower). When talking to my bank where these payments were made from, I was told their Was Not a credit issued Nor an attempt to do so!!
The next question would be they Prove the What/Where/Who's account this supposedly took place with-maybe a number was transposed?
I have also (Friday, December 2nd) shown this to my local Boost mobile store agents who forwarded this to their superiors once again making them aware of this ongoing problem and asking for their assistance once again to resolve.

Sincerely,

***********************
Business Response
Date: 12/16/2022
December 16, 2022

****************************
619 ******************., Apt. 3
*******, ** 54901

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

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

On December 9, 2022, we received your rebuttal, dated December 9, 2022, filed with the Better Business Bureau.

You stated that you have not received any credits. You requested substantiation they were applied.

Please be advised that I am unable to include screenshots from our proprietary software systems showing these credits. Your monthly statement will reflect them.

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

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

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