Complaints

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

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  387 Strander Blvd Tukwila, WA 98188-2916

• 

  Boost Mobile

  957 Memorial BLvd Picayune, MS 39466

• 

  Team Mobile - Green Springs

  66 Green Springs Hwy Homewood, AL 35209-4902

• 

  Boost Mobile

  827 Taylor Ave Towson, MD 21286

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

• Initial Complaint

  Date:09/26/2022

  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.

  Boost Mobile is running a scam. In February 2022 I FULLY paid for an IPhone. I did not sign ANY contract, however Boost will not allow me to switch phone companies for 12 months. In fact, my phone will stay locked until the 12 months is complete. I did not receive any information stating this when I made my purchase. To make matters worse, Boost mobile also runs a scam with phone plans. Boost wont let me switch my phone plan to a lower phone plan without paying double. I paid for the $67 plan for 1 month. I was told if I switch to the $50 plan, I STILL have to pay the $67. Meaning, my total for 1 month would be $117, not including tax. For 1 month of service, not even for 2. I cannot afford that price, which is why I daughter prepaid service to begin with, but now Im stuck on this plan. I have to go through spaces in communication trying to keep up with this bill. Overall, they have put me in 2 contracts without my permission. I never agreed to be with Boost for 1 year. I never agreed to be on this $67 a month plan until I pay $117 in the period of 30 days. I shouldnt have to pay an extra $67 just to switch. They are corrupt.

  Business Response

  Date: 10/20/2022

  October 12, 2022
  
  
  
  
  Ms. Marijae ******* *****
  5800 ***************.
  *******, ** 60637
  
  Re:          BBB Complaint #********  
                  ************ ************
  
  Dear ****************** *****:
  
  On September 27, 2022, we received your complaint, dated September 26, 2022, filed with the Better Business Bureau.
  
  You said that in February 2022, you purchased a phone and paid for it in full. However, you did not know you were entering into a contract with Boost Mobile for a period of 12 months, which is preventing you from switching to another carrier.
  
  I attempted to contact you at the phone number and email address on file on October 11 and 12, 2022, but I did not receive a response to either message.
  
  Boost Mobile offers cell phones at a discounted price. The phone you purchased, an iPhone SE 2nd Generation, has a Manufacturers Suggested Retail Price (MSRP) ranging from $399.99 to $549.99. This price is dependent upon the amount of gigabytes (GB) the phone has. Boost Mobile,however, offers this phone for $199.99, regardless of the GB; therefore, customers are required to maintain an active account for 12 consecutive months from the date of activation before the phone will be unlocked.
  
  If you will provide a purchase receipt for the phone that reflects the full price was paid, I will review whether it can be unlocked.
  
  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:09/24/2022

  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.

  Background - Purchased boost mobile sim card and 1-year pre-paid plan and made full first year's payment. Service worked for ~ 2 months and then ceased to work without for no apparent reason. I contacted the Boost customer service line nearly ****** ago and was first told that they did not find my account. After being transferred to multiple departments they were able to locate my account and confirmed that the service was not working. The tech proceeded to assure me that the he had put in a service ticket and I would either have the service restored within 72 hrs. or a new sim card would be shipped. I gave him both my email and spare telephone number and asked him to confirm that I would be contacted within the 72hr period with the status of my ticket resolution and he assured me this would be done.Nearly 1 month later - service has not been restored, customer service has not contacted me at the secondary number or email that was provided, and a new sim card has not been shipped. Desired resolution - Immediately reestablish service, refund the 1 month of service that I did not get, or refund the total $103.31 that was paid and allow me to transfer my phone number to a different carrier.

  Business Response

  Date: 10/20/2022

  October 20, ************************************************************* Ct.
  ********, ** 48185
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ************:
  
  On September 27, 2022, we received your complaint, dated September 25, 2022, filed with the Better Business Bureau.
  
  You stated that you purchased an annual plan, but after two months the service stopped working. You requested that we fix the problem and provide a credit for the month of service or refund you for your plan.
  
  I attempted to contact you by phone at ************** on October 19 and 20, 2022, but I was unable to reach you. I also sent an email to ******************* with a request that you contact me.
  
  As an exception, I applied a one-time credit of $50.00 to your account. Please contact me at ************** if your service is still not working and we can explore further options.
  
  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:09/24/2022

  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 purchased a plan online in the amount of $103.79 on July 19, 2022 for an old boost mobile phone I had. After paying for the plan, I was unable to activate the phone. I called support and was told I could go to my local store and get a *** card. My local store said I could not activate the phone because it was too old. I called support again and they said my phone wasn't too old and sent me a new *** card. The *** card would not work. I called support back and asked if I could receive a refund because it was obvious my phone was outdated. They told me I could since I was NEVER issued a phone number to be able to use the plan. I was not given a ticket number and was hung up on twice before being told I could get a return. Several weeks passed and I never received a return. I called back and was given Ticket #****** for the refund. I never received a refund. I am deployed, so my wife called and was given Ticket #****** by a refund manager after she was hung up on once and I still haven't received my refund. We were both told it was past the time frame for a refund, but when I first requested it, it was within the 14 days and we followed all of Boost Mobile's instructions which took us outside of their 14 day refund time. This should be a Boost Mobile issue and I should be able to receive the refund I requested when the phone wouldn't activate. I just want my $103.79 back since I was never able to use the phone plan.

  Business Response

  Date: 10/18/2022

  October 13, 2022
  
  
  
  *****************************
  PO Box 1492
  ********, ** 47375
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ******************:
  
  On September 27, 2022, we received your complaint, dated September 24, 2022, filed with the Better Business Bureau.
  
  You said that you purchased a plan online, but you were unable to activate your phone on Boost Mobile.  You also expressed dissatisfaction with the level of customer service you received.
  
  When we spoke, I informed you that a refund of $103.79 was issued on October 10, 2022.  Please allow three to five business days for processing.
  
  A review of our records indicate that a system issue prevented your account from activating correctly.  We sincerely regret any confusion or inconvenience this issue may have caused, and we appreciate your feedback regarding your experience.
  
  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:09/24/2022

  Type:Product 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 9/23/2022 I called Republic Wireless to try to get a fix for my lack of receiving and sending texts and not being able to access my voicemail. When trying to set up my voicemail, I hear "Sorry, that mailbox is invalid." Also, when I miss a call, callers hear the same message and can't leave a voicemail. I spoke with three people on 9/23 (one was *******) and each tried a different fix from uninstalling the Republic Wireless app to resetting the network, to updating software and restarting the phone. At this point, I contacted the ** Support via a user group and was again told to try the above fixes. Nothing worked and I was transferred to Republic Help via email. (.docx attached)On 9/24/22, I tried all the steps again and texting began to work, but not voicemail. Per the attached emails, I was told that I would need to upgrade to the 5.0 plan and that "there is a possibility this issue will not be corrected." I then asked how to port my number, cancel service and get a refund of the unused portion of my annual plan. After calling the call number given I spoke with ******* who said he could not guarantee a refund as the "system" was in charge and not a human. I asked to speak to a supervisor and **** told me the same thing. I asked again to speak to his supervisor and he said he was "the top of the line" and that the "system" determined whether I get a refund or not and I probably wouldn't. **** said the system could not be overridden "due to my frustration" even after I explained that I was not getting the service my annual plan had paid for without the voicemail. I paid $236.10 on 7/31/22 (PDF attached) and want the remaining ten months refunded ASAP so I can move on and get service from another carrier that is working with humans instead of services. Acct #************ Thank you for any help you can offer as I see from past complaints that others have benefitted from involving you,************************* ************ ****************************************************************************************

  Business Response

  Date: 09/29/2022

  September 29, 2022           
  
  
  
  Ms.**********************;             
  8873 *******************************.
  ***********, ** *****
  
  Re:          BBB Complaint #********
                  A00249947-2022-09-4582
  
  Dear ********************:
  
  On September 26, 2022, we received your complaint, dated September 24, 2022, filed with the Better Business Bureau.
  
  You stated that on September 23, 2022, you contacted Republic Wireless due to your voicemail not working and being unable to receive/send text messages. After going through some troubleshooting steps, you said that you were advised you need to upgrade to a 5.0 plan, and a refund is not guaranteed if you cancel your account instead. You requested a refund for the unused part of your annual plan that you purchased on July 31, 2022.
  
  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 experience service degradation, as ******** shut down this network June 30, 2022. Please note, members received email notices about this service change well in advance to avoid service interruption.
  
  In our email correspondence, I advised you that while your account is active, a refund for the annual plan cannot be provided. Please contact me directly once you have ported out your number and canceled your account; at that time, a refund can be issued.
  
  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: 10/04/2022

   
  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. The promised refund has been added to my original form of payment. I wish that I did not have to involve BBB and could have done this with the help, but appreciate it all the same.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/23/2022

  Type:Product 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 purchased 12 months of service with Boost Mobile, and it took weeks for the *** card to arrive at my residence. When I tried to activate service and port my number to Boost Mobile, the port transfer repeatedly failed. Boost customer service refused to work with my previous service provider to complete the port transfer. I decided to stay with my previous service provider and requested a refund from Boost for the service I purchased. Boost rejected multiple refund requests because the refund was outside their 14-day window for refunds. There would have been no way for me to know that the port transfer would not work until I was well outside the refund window.

  Business Response

  Date: 10/17/2022

  October 10, 2022
  
  
  
  
  Mr. ******************************************************************************************* 91780
  
  Re:          BBB Complaint #********
                  ************ -************
  
  Dear ************:
  
  On September 26, 2022, we received your complaint, dated September 24, 2022, filed with the Better Business Bureau.
  
  You said that you purchased an annual calling plan, but you were unable to activate service. When you requested a refund, you were informed you had surpassed the 14-day refund period.
  
  As we discussed, via an email exchange on October 10, 2022, we confirmed the refund for $170.37 was issued on October 5, 2022, and we did not receive a reject/failure notification. Please contact your credit card issuer to determine the status of the refund within their system.
  
  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
  
  *****************************

  Customer Answer

  Date: 10/18/2022

   
  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:09/23/2022

  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 have 1 account with Boost Mobile, with 2 lines on a family plan. I was paying 80 per month total, for both lines, with no add ons. The 2nd account was a 3G network. I lost this phone and no longer had access to the *** card. Anyone with a 3G account was told to swap out their *** cards for a new *** that would be upgraded to a 4G platform for everyone. Being that I could no longer access the device, I went to the local Boost retail store and relayed my situation to the female rep. I was told there was nothing she could do without the lost phone *** card. I received no direction other than to sit tight and when the 3G network ends and everything switches over to the new 4G all inclusive network, my line will automatically be removed from the account. I FOLLOWED THE INSTRUCTION OF THE BOOST REPRESENTATIVE.For months prior to this Boost was sending texts and calls, saying things like 'don't lose your service, all 3G lines will end and you will no longer have service on your 3G line, come into your local Boost retail store to swap out your *** card for a new 4G enabled ***'.I followed not only those instructions, but also what the Boost representative told me to do, which was "take no action and the line would be removed". That ended up not being the case.They continued to charge me for both lines, even after the 3G network ended, they did this for 5 months! I was being charged 30 extra dollars per month, for 5 months! All for a phone I no longer had, and for a service Boost no longer provided!!! When I called Boost customer service, they agreed to refund me 5 months of 30 dollars, and gave me the reference number ************. The refund never came. I called the Boost customer service again and this time was told that there was never a refund created for my account and that I was ineligible for a refund. They offered me $30 credit towards my next bill and that's all. My Boost PIN is ****. The lost number is **********. My active number is ************. Help!!

  Business Response

  Date: 10/18/2022

  October 17, 2022
  
  
  
  *************************************
  1212 *************.
  ************, ** 29577
  
  Re:          BBB Complaint #********
                  ********* - ************
  
  Dear ****************:
  
  On September 26, 2022, we received your complaint, dated September 23, 2022, filed with the Better Business Bureau.
  
  You said that you were told to leave a lost phone active until the **** network was taken down.  You were charged for service on the line, and you requested a refund.  You also expressed concern about the level of customer service you received.
  
  When we spoke, I attempted to explain that Boost Mobile has no record of any contact regarding this issue until September 19, 2022.  I reviewed the calls associated with both accounts and could find no refund offer.  Additionally, as I informed you when we spoke, Boost Mobiles refund policy states that, as a pre-paid service, payments made are final and non-refundable. 
  
  Please note our records do not reflect any previous calls or that a phone was reported lost or stolen.  Boost Mobile has a specific process for lost/stolen phones to ensure customers are not charged for service they did not use, nor service being consumed by unauthorized users.
  
  Our records show manual payments continued being made up until the time that the line to which you referred was shut off due to the takedown of the **** network. As I explained, the network is taken down in sections, so the line in question was not moved to a $0.00 plan until October 9, 2022.
  
  While we sincerely regret any inconvenience or confusion this issue may have caused, as this issue was not reported to us until well after the published takedown of the Sprint **** network, and as our records do not reflect any refund offers, we are unable to provide one for this issue.  I applied the $30.00 credit you were offered.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  *********************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
  **************
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18119336
  
  I am rejecting this response because:
  
  I am rejecting this response because:
  While it may be true the sprint system wasn't fully converted over until 10-09-2022, that should have little to no bearing on this situation. I recieved automated text messages from Boost starting somewhere between July-October of 2021. These messages said that my line was ending as of January 1st 2022 and that I need to take action to avoid this by switching my SIM card for a new one at my local Boost retailer. I explained my situation to the Boost employee at my local store and was told i would not be charged for the line. Why more was not done to address this at this point baffles me. I followed the direction of the text messages I received directly from boost telling me what to do, then I followed the direction of a store employee through Boost and did what she told me to do which was take no action and that it would be removed and I would not be charged anymore. I let this go on for over 5 months until I called in because I saw nothing was getting done. At no point in my complaint have I tried to be refunded for the time when my phone was lost . If that was the case I'd be looking for over a year of refunds. The phone has been lost for a very long time, that is a separate issue. Even if I had my phone I wouldn't have been able to use it without the new SIM card which I never received. IS IT LEGAL FOR YOU TO CHARGE ME FOR A SERVICE I NEVER RECEIVED??? Above is attached what I wrote down when I called Boost Mobile customer service on my first phone call on September 19th 2022. Conveniently for Boost Mobile they say this call doesn't exist in their records. I was given the reference number and told I would be refunded $150 in exactly 3 days. I don't know why they're saying that information is wrong or who I talk to but it said the calls would be monitored and recorded and that's the only one they can't find ironically, hmm... convenient. I was transferred 4 times before the lady helped me. Didn't get a name but it was 9-19-2022 between 1pm- 1:30pm when we hung up. My next step is taking this to a lawyer.
  Sincerely,
  
  *********************************

  Business Response

  Date: 10/28/2022

  October 26, 2022
  
  
  
  *************************************
  1212 *************.
  ************, ** 29577
  
  Re:          BBB Complaint #********
                  ********* - ************
  
  Dear ****************:
  
  On October 26, 2022, we received your rebuttal, dated October 26, 2022, filed with the Better Business Bureau.
  
  You maintain you were offered a refund of $150.00 that you should have received in three days.
  
  Please refer to my previous response wherein I advised you that your phone and account were active until October 9, 2022. As such, Boost Mobile provided service until the line was deactivated. Whether you used the service or not is not under our control.
  
  When we spoke, I explained that we have specific procedures for lost/stolen phones. Had you reported that you lost your phone at any time,we would have ceased providing service to it and, thereby, ceased billing you for it. Instead of reporting it, you opted not to report a lost phone for over a year. As we were never made aware of the phones disposition, Boost Mobile continued providing service to it.
  
  Our records reflect we received a call on September 19,2022; however, as I advised you previously, you were never offered a refund. Additionally,our terms state that payments made to Boost Mobile are final and non-refundable.
  
  We provided ample warning that the **** network was being taken down well before the actual event to allow our customers time to switch to the Expanded Network. As the actual shut down was not under our control, we could not provide specific dates for specific lines/areas.
  
  As the disposition of your device and account are your responsibility, and as Boost Mobile had no way of knowing you were not using the service we were providing, and as our records reflect no refund offer, we are unable to provide you with the compensatory amount you requested.
  
  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:09/22/2022

  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.

  My son order a phone on July 26, 2022,He started to track it and when it landed in ************** facility on July 29, there wasnt any more information available to track. I started to contact boost and *** several times with no help given. On August 16th I filed a claim thru boost and *** website and still nothing has happened. Ive called several times with boost with a run around I called today and they said the case has been closed and to date we havent received a refund.

  Business Response

  Date: 10/14/2022

  October 13, 2022
  
  
  
  Ms. *****************
  931 *******.
  **************** 84054
  
  Re:          BBB Complaint #********
                  ********* - ************
  
  Dear ****************:
  
  On September 23, 2022, we received your complaint, dated September 22, 2022, filed with the Better Business Bureau.
  
  You indicated that your son purchased a phone from Boost Mobiles web store on July 26, 2022. The phone was never delivered successfully and a claim was opened with **** You requested a refund.
  
  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
  Phone Hours: Monday-Thursday, 10:30 am-7:00 pm & Sunday,8:30 am to 5:00 pm MT
  **************
  
  Enclosure
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or around July 8, 2022 I purchased a new phone from Boost Mobile in the amount of $79.99 which included one month of unlimited talk and text and 5 gigabytes data for 99 cents. Activated by Boost on July *****th as reflected by my billing cycle. Visiting my Boost account online was an offer to change my plan. "New Customers Only" it reads. A number of plans are offered. I chose three months of unlimited talk and text and 5 gigabytes data for $15 a month to be prepaid at $45. The plan was changed successfully and payment was made on 8/10/22 in the amount of $45.86. My service and account was suspended by Boost on 9/15/22 for non payment of $45.86 cents due by Sept 14th, and a notice on the Boost app informed me to restore my service I need to pay again the $45.86 I already paid for three months of service just one month ago. Payment is clearly recorded by Boost and confirmed by their CS.I contacted Boost CS well over 72hrs ago on 9/18/22 after a few days without service and was told this is a "known issue" when "some customers" change plans. After being put on hold so the rep could "speak with the team" I was informed it could take "up to" 72hrs to resolve the issue but assured a priority ticket was being submitted for the fastest outcome possible. I was told Boost would keep me updated regarding my "case" and I left my email and alternate phone number to receive texts. Over 48hrs passed and I had no communication from Boost. I called back and was told my service should be restored in 24hrs and if not call back. I waited well over 24hrs and heard nothing from Boost, account still suspended. I called back and was informed to wait "up to" 72hrs once again while Boosts works to resolve my issue. I haven't had phone service for nearly a week, I paid my bill, the company is non-responsive. That is the ONLY issue. RESTORE MY SERVICE AND CREDIT MY ACCOUNT. Flip the switch to ON. CS/claim ticket #****** as provided. Thank you.

  Business Response

  Date: 10/14/2022

  October 6, 2022
  
  
  
  
  Mr.***************************
  1117 ***********************************., # L
  ********,** 91801
  
  Re:          BBB Complaint #********  
                  ************ -************
  
  Dear **********************:
  
  On September 22, 2022, we received your complaint, dated September 22, 2022, filed with the Better Business Bureau.
  
  You said you responded to an offer on Boost Mobiles website for 5 GB data at $15.00 per month to be prepaid at $45.00 for three months. After making the payment on August 10, 2022, your service was suspended on September 15, 2022.When you called to inquire about the issue, you were informed that this is a known issue. You requested to have service restored and have your account credited.
  
  I attempted to contact you at the phone number and email address we have on file on October 5 and 6, 2022, but I did not receive a response to either message.
  
  Our records indicate that your account has been credited for the payment and your service has been restored.
  
  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:09/21/2022

  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 purchased a new ******* S10e. Early in 2022 Boost changed to a 5G system and required us to have new SIM cards. The new SIM card killed my phone; I was without service for 19 days. They could not fix it. I had to purchase a new ******* S21. Also when they changed their service became very poor; I could not receive or make calls indoors, my grandson's phone was the same, so I wanted to change carriers. My s10e was dead, and my S21 had such poor reception it was useless. They would not/could not unlock either phone, so I had to buy a third new phone. I have $1600 in ******* phones that Boost either can not or will not allow me to use elsewhere, and their poor service since the changeover dictated that I could not continue to use the Boost service. Their overseas based customer service is basically worthless, and they told me no US based contact was available.

  Business Response

  Date: 09/26/2022

  September 23, 2022
  
  
  
  Mr. ***********************
  2401 ********.
  *******, ** 76543
  
  Re:          BBB Complaint #********
                  ********* - ************
  
  Dear **************:
  
  On September 22, 2022, we received your complaint, dated September 21, 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
  
  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.
  
  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 note, our records indicate that we were not contacted regarding poor reception between the activation of your S21 and your cancellation. Had we been contacted, we may have been able to resolve any issues you experienced. Our records also indicate that the *** card issue to which you referred was a known issue with a specific resolution. You contacted us on November 28, 2021, regarding this issue, but you declined to allow us to resolve the issue and you activated your new device. You then requested to have your S10e unlocked so it could be used on other carriers networks.
  
  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: 09/26/2022

   
  Complaint: 18058356
  
  I am rejecting this response because:

  This response resolves nothing.  He says the *** card was a known issue, yet they could not correct it.  I contacted Boost way before November 28th about this issue; Nov ************************************************** double digits.  I followed their tech support directions, took the phone to a Boost store twice, replaced the *** card twice to no avail.  I even contacted ******* about the issue; they could not help me as this issue was specific to Boolst.   I was told by the Boost Tech support that I had to buy a new phone, as they could not fix the issue.  And therein lies the problem  I have not had the new phone for 12 months; just since Boost killed my S10e.  Therefore they will not unlock it.  And the S10e is inoperable.  They have told me several times it was unlocked,  But it will not work.  Therefore I have gained absolutely nothing from this reponse.

  Boost tech support and customer service also told me that there was no US address in which to serve papers.  If Boost will not resolve this issue then please forward me the registered agent and the address at Boost where legal papers can be served.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I activated my phone on September the 9th 2022 and on September 14th 2022 i received an email and a text message saying my account had been suspended due to non payment. I made another payment that day and service was not restored. when I contacted boost they informed me that my account was suspended due to excessive data usage when I had unlimited data. they also informed me that no over payment had been made and it clearly states on their app that I have a 50 dollar credit that they are refusing to give to me. my phone doesn't work at all and they still have my money. They also will not give me my account number and port pin so that I can port my number to another carrier.

  Business Response

  Date: 10/17/2022

  October 14, 2022
  
  
  
  
  *************************
  1301 ************.
  *********, ** 28655
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ************:
  
  On September 22, 2022, we received your complaint, dated September 21, 2022, filed with the Better Business Bureau.
  
  You said your service was suspended due to excessive data usage and you made an additional payment in an attempt to restore your account. You indicated that you have a $50.00 credit balance on your account. You requested a refund and your account number so you can port your phone number to another service provider.
  
  A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy, please visit https://www.boostmobile.com/about/legal/acceptable-use-policy.html.
  
  For any additional concerns regarding this issue, please email ***********************************.
  
  The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable;any unused funds remaining on an account at the time service is canceled will be forfeited.
  
  We take our customers security very seriously and want to ensure that we protect you and your account. In order to get your account number, you will have to visit a ******************** Store.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  
  *******************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  Phone Hours: Tuesday through Saturday 8:00 am 4:30 pm MT
  **************
  
  cc:           ****** / ******* Better Business Bureau
                  *********************************., #***
                  ******,** 80210
  
  *********************