Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,970 total complaints in the last 3 years.
- 1,500 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/23/2022
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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 IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I 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
*********************Initial Complaint
Date:11/22/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On November 17 2022 I purchased a wifi Hotspot ***** boost mobile. I also received 2 Bluetooth speakers. One of the speakers would not turn on. The wifi Hotspot only worked for 3 days. I returned the speaker for an exchange and received difficulty. It took an hour for an exchange that the accurate claimed need authorization. I finally got the speaker and returned home to find that my Hotspot no longer works. I trouble shooter all issues to try and correct the issue. When I called boost mobile the accociate hung up on me and I tried several times to contact someone to fix the issue. Now I'm told that the Hotspot does not have any data. I am out over $100 with this business thinking I would have a mobile Hotspot to help with my continuing education. No help from anyone from boost and now the will not answer my call.Business Response
Date: 12/27/2022
December 22, 2022
Ms. ***************
662 **********************.
***********, ** 27801
Re: BBB Complaint #********
********* - *************
Dear Ms. ***************** December 5, 2022, we received your complaint, dated December 2, 2022, filed with the Better Business Bureau.
You said you purchased a hotspot device and Bluetooth speakers on November 17, 2022. You indicated that one of the speakers wouldnt turn on and you experienced difficulty getting it replaced.You also stated that your hotspot device no longer works and you were informed you have reached your data limit. In addition, you expressed concern with the customer service you experienced. You requested a refund.
We regret that you experienced difficulty getting your Bluetooth speaker replaced.
Our records indicate you signed up for 35 GB of hotspot data on November 17, 2022, at a cost of $50.00 per month. It has been confirmed that you have used up all the data.
Boost Mobiles service is pay as you go and data usage can be reset by making a new monthly payment or 1 GB of data can be purchased as an add-on for $5.00. Our records indicate you purchased additional data packs on November 28 and 29, 2022, and all this data has already been consumed. Please be advised that if you are using up the allotted data too quickly, this hotspot plan *** not be the best option and we recommend a different service provider for internet usage.
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:11/22/2022
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I applied for an ACP government phone account with Boost Mobile and was approved. For 3 months I received free phone service as promised. Then without warning they began debiting my account for $30. Upon calling their customer service they told me I had been cancelled, but could give me no reason why. They claimed the government did it. But, my online account with Boost Mobile shows that it was canceled and service was transferred to another carrier. They could not tell me who that carrier was (or is). Then they gave me a phone number (supposedly to the acp help line). When calling that number the recording did not tell me the business name or hours of operation, It merely said "We are currently closed please call back during regular business hours". I found that to be highly suspicious so I attempted a reverse phone lookup through the white pages and it came back with unable to locate. Then I googled the phone number and it came back with a grocery store in *********! Next I looked up and called the government ACP Help line who looked up my account. They said my account with them is current and active, giving me the **** # associated with it. I called boost back and they gave me the same story as before, so I asked to speak to a supervisor. After a 15 minute wait I hung up. Surprisingly, Boost called me back and transferred me to a supervisor who gave me the same c*** and bull story AND claiming they did email me with the cancellation information. (Not true). I am truly frustrated with Boost Mobile and will be transferring my account to T Mobile after my new sim card arrives. Unfortunately I will have to pay for service through them (which is not easy for an elderly woman on a small fixed income). Thank you in advance for any assistance you can give.Business Response
Date: 12/16/2022
December 15, 2022
*********************
2332 *************.
************, ** 32220
Re: BBB Complaint #********
********* - ************
Dear ************:
On November 23, 2022, we received your complaint, dated November 22, 2022, filed with the Better Business Bureau.
You said that after three months you lost service.When you called to inquire, you were told the government canceled your account.Our records show that you ported out your phone number, but you said you did not.
I attempted to contact you at the phone number and email address we have on file on December 14 and 15, 2022. Although we exchanged both emails and voicemails, we did not talk with each other directly.
A review of the National Lifeline Accountability Database found that, of your two initial applications, the first one was canceled, and the second one canceled because you applied through a different carrier. Since this is a program administered by the federal government, there is no additional information available.
You can reapply for the Affordable Connectivity Program at any time, but you must make sure to complete and sign the Transfer Exception Form. We recommend that you contact the nearest Boost Mobile retail store for assistance with this, as well as with the creation of a new application.
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: 12/16/2022
Complaint: 18450167
I am rejecting this response because: Boost mobile is still holding a $15 + change on that account. I have switched to another carrier and no longer wish to go back to Boost. I would however, like my money back.
Sincerely,
*****************Business Response
Date: 01/09/2023
January 6, 2023
*********************
2332 *************.
************, ** 32220
Re: BBB Complaint #********
********* ************
Dear ************:
On January 6, 2023, we received your rebuttal, dated January 6, 2023, filed with the Better Business Bureau.
You said that you reject my response because Boost Mobile is still holding approximately $15.00, which you want refunded.
Your initial complaint does not request or specifically speak to a refund being issued: it only states in the Desired Settlement field,Billing Adjustment.
As stated in my first response, a review of the National Lifeline Accountability Database found that, of your two initial applications, the first one was canceled (for reasons undisclosed to us), and the second one canceled because you applied through a different carrier. Since this is a program administered by the federal government, there is no additional information available.
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. In addition, as stated previously, you initiated the transfer of service to a different carrier; therefore, your request for a refund is denied.
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: 01/18/2023
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:11/22/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
***11/21/2022 Boost Mobile LIFETIME $25 *************************** REPRESENTATIVE ACTIVATED THE WRONG PLAN WHICH IS IRREVERSIBLE & NOW MAKES ME INELIGIBLE FOR THIS 1/2 PRICED LIFE TIME PROMOTION Spoke to multiple representatives and supervisors and they all acknowledged that the store representative activated my service with the wrong plan but was told that there was nothing that can be done to resolve it and because of which I would no longer be eligible for the promotion.***This evening at 6:30 p.m. on November 21st 2022 I went to my local Boost Mobile store to sign up and take advantage of their incredible Lifetime $25 Unlimited Plan w/30GB of Data Promotion.Upon arriving to the Boost Mobile store I spoke to the representative that was working about this new promotion. After asking me a few questions he said I definitely qualify since I am a new Boost Mobile customer and I am bringing my own phone. He then had me call my current phone carrier in order to Port my number over to Boost Mobile.About 15 minutes later I paid the bill and he said I was all set. A little while later while using the Boost Mobile app I realized that my account showed I was on the basic plan with 5GB of data and not on the new promotional deal.I spent the next 3 hours on the phone with Boost Mobile representatives in supervisors or I was told that unfortunately there was no way to correct this issue since they cannot change plans in the middle of a billing cycle. They were all super apologetic over the situation and told me that they wish they could do something about it.More importantly, I was told that since my number was already activated with Boost Mobile now, that there would be no way for me to take advantage of the new promotion since it is for new customers only!So now Not only was I told that Boost Mobile was unable to fix their mistakes and I would no longer be eligible for this promotion, I left my previous phone carrier just to now get a less service for same$Business Response
Date: 12/16/2022
December 15, 2022
*******************
635 ***********.
*********, ** 32934
Re: BBB Complaint #********
********* - ************
Dear ************:
On November 23, 2022, we received your complaint, dated November 22, 2022, filed with the Better Business Bureau.
You said that on November 21, 2022, you requested to be placed on the Boost Mobile Lifetime Unlimited Plan at $25.00 per month with 30 GB of data; however, the store representative placed you on the wrong plan, which could not be changed.
I attempted to contact you at the phone number and email address we have on file on December 14 and 15, 2022, but did not receive a reply to either message I left.
Boost Mobile strives to provide the highest level of customer service in the industry, and I regret that you had this experience.
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: 12/20/2022
Complaint: 18448975
I replied to the email I received 4 days ago. Waiting for your response.
Sincerely,
***************Initial Complaint
Date:11/21/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
a month ago I changed service providers from Metro to Boost. While doing so my number was changed without my request or approval. I signed up with a promo, it was told to me that there were different plans to choose from to find the plan that i had was the $25 plan with very little data. I was unaware of this when i contacted customer service they did not recognize i ran out of data right away. Customer service had me reset my phone losing some of the data i had and passwords to emails etc.It was 2 days before the billing cycle ended when "we" realized the data was the issue and i changed my plan to the $60 unlimited with the phone rep and PAID $60. 2 days later my phone was turned off due to non payment I called and spoke to a supervisor and he said I need to pay another $60 to restore services. When i refused he offered a $10 discount. I declined.Several tickets were made which no one ever got back to me from the ticket department. The rep wern't on the same page i was given the wrong information or not enough My argument is why didn't the phone representative did not let me know that i would still have to pay for another month and maybe they could've suggested adding DATA until the new billing cycle began. Its not right that Boost wanted me to pay $60 for a new month after i just paid $60 to upgrade plans for the new month and it only lasted 2 days totaling $120 I did pay $30 to restore service but i should not needed to pay anything since i just paid for that month and billing cycle Usually the billing cycle starts when you make a paymentBusiness Response
Date: 12/19/2022
December 16, 2022
*****************************
27205 Main St., #1
********, ** 92346
Re: BBB Complaint #********
************ - ************
Dear ****************:
On November 23, 2022, we received your complaint, dated November 21, 2022, filed with the Better Business Bureau.
You said you signed up for a $25.00 monthly plan with limited data. You indicated your phone number was changed without your consent. You mentioned you ran out of data and you were advised to upgrade your monthly plan and pay $60.00. You later discovered that you could buy extra data as an option instead of paying for a full month. You expressed concern that you were not advised about adding extra data when your monthly plan was changed, and you requested a refund.
Please be advised that a temporary number was originally provided as a placeholder to allow time for a number to be ported in.
The call from October 2, 2022, was reviewed. You were informed 1 GB of data can be added to your existing plan for $5.00. The call from October 14, 2022, was also reviewed. You requested your plan be changed to the $60.00/month plan. A one-time $30.00 courtesy credit was issued on October 21, 2022.
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. Therefore, your request for a refund is denied.
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:11/21/2022
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I tried to make a payment with Boost Mobile online. They have changed their website so now they have changed their payment method. The payment method includes two boxes that have check marks beside them. One box says, save payment method, and another says, to use autopay to make future payments easier. They have it where you cannot uncheck these boxes. I will not have them dictate to me how to make payments. If I don't make a payment they should cancel my service until payment is made. I do not want them to keep my information on file and charge my credit card when they want to. I have had Boost Mobile for eight years and have no problem with making a payment on time. Also, I like to sometimes use a different credit card for payment.Business Response
Date: 12/19/2022
December 16, 2022
*****************************
9233 *****************************., Apt. 217
*******, ** 60617
Re: BBB Complaint #********
************ - ************
Dear ************:
On November 23, 2022, we received your complaint, dated November 21, 2022, filed with the Better Business Bureau.
You expressed concern that you are unable to make a payment online without enrolling in AutoPay.
Please be advised that payments can be made through the Boost Mobile application without the need to enroll in AutoPay.
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
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. Also, not everyone use there phone to pay bills, I am one of those people and will not have people dictate to me on how to pay a bill. I will be paying my bill with a customer service representative in the future.
Sincerely,
*************************Initial Complaint
Date:11/21/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid Boost Mobile $50 on November 2nd,2022 for my services I been with boost for years so they gave me extra $25 credit on November 10th I transferred my boost mobile phone number to a different carrier on November 14th I have a whole 2 weeks and 3 days more of time left plus a $25 credit because I transferred my phone number they cancelled my account and now is telling me I canceled it so now I have to buy new services for $60 and I lost my $25 credit that is not right I paid already all I need is a new phone number for that old account.Im out Of $25 plus the $50 I paid on November 2nd.So Now I have to Pay $60 for new services thats I will have wasted $135 all together in less then a month.Business Response
Date: 12/14/2022
December 13, 2022
****************** *****
438 *************.
Far Rockaway, ** 11691
Re: BBB Complaint #********
********* - ************
Dear **************:
On November 21, 2022, we received your complaint, dated November 21, 2022, filed with the Better Business Bureau.
You said you ported your phone number out to another carrier and you requested a refund of unused funds.
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.
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: 8:00 am 4:30 pm MT (M-F)
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*****************************Initial Complaint
Date:11/20/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hi, Boost Mobile suspended my wireless account, phone number ************ i have no idea why they did it and with no warning, and they woudn't give me the account number in order to be able to port my phone number. So please help me out ***********************Business Response
Date: 12/16/2022
December 16, 2022
***************************
4112 ********.
Brooklyn, ** 11219
Re: BBB Complaint #********
********* - ************
Dear **************:
On November 21, 2022, we received your complaint, dated November 20, 2022, filed with the Better Business Bureau.
You stated that your account was disconnected without your authorization and that you were unable to receive your account number to port out.
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/terms-conditions/product-terms-conditions.html.
For any additional concerns regarding this issue, please email ***********************************.
We regret any inconvenience you may have experienced.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Monday Friday, 6:00 am 2:30 pm MST
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*********************Initial Complaint
Date:11/19/2022
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called to cancel my boost mobile line because i only needed this line ************ for a relative while they stayed here temporarily. The **** is not available so boost mobile refused to cancel my line. I've been on hold for over an hour and nobody is cancelling my account. Please cancel my account #************ immediately.Business Response
Date: 12/12/2022
December 10, 2022
*********************************
2923 **************************.
*******, ** 60634
Re: BBB Complaint #********
************ - ************
Dear ********************:
On November 21, 2022, we received your complaint, dated November 19, 2022, filed with the Better Business Bureau.
You requested that your account be disconnected.
Our records indicate that your account was disconnected on November 19, 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 Saturday, 8:00 am -4:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
*********************************., #***
******,** 80210
*********************Customer Answer
Date: 12/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************
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