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:11/18/2022
Type:Order 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've been with boost Mobile for 10 plus years on and off now recently as May 2021 I've had numerous problems with the negligence of this company that has left me incredibly dangerous situations they do not live up to their end of the bargain they do not live up to their end of the contract they are a danger as a cell phone companyBusiness Response
Date: 12/15/2022
December 12, 2022
*************************
2808 ***************.
****************, ** 80904
Re: BBB Complaint #********
************
Dear **************:
On November 21, 2022, we received your complaint, dated November 18, 2022, filed with the Better Business Bureau.
You said that you have been a subscriber of Boost Mobile for ten years and have had numerous problems. You mentioned that you were left in dangerous situations due to Boost Mobiles negligence.
Please note the number listed on your complaint is not associated with a Boost Mobile account. To better assist you, please provide me with your Boost Mobile phone number. I may be reached at **************.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
Phone Hours: Monday thru Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:11/18/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am receiving NUMEROUS emails from this company.1. You are to immediately cease sending emails (within 24 hours)2. You are to disclose where/when/who and the ** address where you obtained my information 3. You are to COMPLETELY and IMMEDIATELY delete ALL my records 4. You are to ensure that ALL my information is COMPLETELY and IMMEDIATELY deleted from ANYONE who you may have shared or sold my information to.Any further emails received after this complaint was filed, you agree to make a payment of $1000 per email received, for my services of "spam removal", via **** money order.I will accept NO other response than what is stated above.Business Response
Date: 12/14/2022
December 13, 2022
Mr. *************************
15596 **************.
********, ** 61834
Re: BBB Complaint #********
************
Dear ****************:
On November 21, 2022, we received your complaint, dated November 18, 2022, filed with the Better Business Bureau.
You requested to have all email communication/advertising/solicitations stop immediately. In addition, you demanded to know the source of the information used to send previously referenced communications and demanded to be paid $1,000.00 for each email received after the date of filing this complaint, which is November 19, 2022.
Boost Mobile complies with all state and federal print and electronic advertisement rules; however,independent companies that sell Boost Mobile products and services also send their own advertisements in accordance with their specific policies and business procedures.
I have placed your address on our Do Not Contact list. However, we do not share any information with the independent companies that sell our product.Therefore, we suggest that you call the contact phone number on each advertisement and request to be placed on their Do Not Contact list.
The ************* ************** also has some suggestions to prevent the receipt of unwanted print advertisements as follows:
******************************** (***) created a "Do Not Mail"registry. The *** has approximately ***** members. Registry members are no longer allowed to be contacted by members of the ***. Email registration is free at www.dmachoice.org. It takes approximately two to three months before a significant reduction in junk mail is seen. The *** registry provides a partial solution, so junk mail may still be received from non-*** members. The *** contact information is below:
***Choice Consumer Inquiries
*********************************************************************** 20006
There are also methods available to refuse delivery from non-governmental institutions.Request form ****, Application for Listing and/or Prohibitory Order. The form was originally created to avoid circulation of sexually oriented mail; however,the Supreme Court ruled that Form **** can be used to refuse all undesirable mail, including junk mail. When submitting Form ****, include a sample piece of junk mail. It takes 30 days to have your address added to the list. Your listing is active for five years.
I hope this information will assist you.
In addition, your demand for payment is not warranted and will not be granted.
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
*****************************Customer Answer
Date: 12/14/2022
Complaint: 18438042
I am rejecting this response because:They refused disclose how/when my information was obtained, and want me to take further steps to prevent something I never asked for in the first place. Why should I have to jump through hoops to stop this, when they are the ones sending me emails. Furthermore they did not pay what they agreed upon for "my time, and effort in removing these messages"
Sincerely,
*************************Business Response
Date: 01/06/2023
January 5, 2023
Mr. *************************
15596 **************.
********, ** 61834
Re: BBB Complaint #********
************
Dear ****************:
On January 5, 2023, we received your rebuttal, dated January 5, 2023, filed with the Better Business Bureau.
You rejected my response because you said that I did not provide information about where/from whom Boost Mobile obtained your information used for marketing purposes. You also said that you should not be required to take action to prevent future marketing from being sent to you. In addition, you mentioned that you have not been paid for your time addressing this issue.
Boost Mobile, like numerous other companies throughout the country, utilizes multiple data centric agencies to identify potential customers.The number of agencies that offer such information is too large to specify and it is likely that the information was sourced from more than just one of them.In addition, this same information is most likely being used by a number of other companies, which will result in you receiving solicitations from them if it is determined you fit their direct marketing criteria.
Unfortunately, only you can protect your personal information, and we have taken all the necessary steps to prevent you from receiving additional marketing offers from Boost Mobile. However, as stated in my first response, independent companies that sell Boost Mobile products and services also send their own advertisements in accordance with their specific policies and business procedures. Therefore, your request for compensation, of any kind, is not warranted and will not be granted.
If there are further questions or concerns about this issue,please feel free to contact me directly 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: 01/13/2023
Complaint: 18438042
I am rejecting this response because:I find it truly amazing a company will harass a person, refuse to cease doing so, and then doesnt' even know where they obtained the information from to harass them, this shows a complete lack of a valid business plan for them.
Furthermore, I clearly stated, that any further harassment by sending me marketing materials would result in a charge, and the company agreed to said charge. They did not make payment as they agreed upon.
For the above reasons, I completely reject their response. They did NOT address nor correct the issues stated in the complaint.
Sincerely,
*************************Initial Complaint
Date:11/18/2022
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 paid for an annual plan for each of my 3 phone ************* 2022 ($248.08, $248.08 and $348.08). I upgraded the lines to the 5.0 plan weeks later in hopes of better service and was told that I had to spilt the lines into two accounts because the new 5.0 wouldnt allow three lines on one account. They would not refund the balance of the annual plans saying that the the prorated credit would be applied to each phone lines bill. I received an account credit on July 11, 2022 for the two lines on one account together for $213.95 and $292.03. The third line (# ending in ****) on the account alone, was never credited the $213.95, and my credit card has been billed each month. *** contacted them numerous times requesting a refund in the amount of $213.95 as it should have been credited to that lines account months ago and has not. Last ticket number is #*******. I followed up on todays date, and was disconnected after a lengthy hold with another agent who was working on another ticket.Business Response
Date: 11/22/2022
November 22, 2022
******************************************************************************* 30187
Re: BBB Complaint #********
A4702992872 - ************
Dear ****************:
On November 18, 2022, we received your complaint, dated November 18, 2022, filed with the Better Business Bureau.
You stated that in April 2022, you purchased three annual plans for $248.08,$248.08, and $348.08, but weeks later, you upgraded to the 5.0 plans. On July 11, 2022, you were given prorated credits of $213.95 and $292.03; however,despite several attempts to get the credit on the third line, you have yet to receive it. You requested a refund.
In our email correspondence, I advised you that a credit of $213.95 was applied to your account for the third line.
We strive to provide excellent customer 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
Republic Wireless
Phone Hours: Tuesday Friday, 8:00 am 4:30 pm & Saturday, 7:00 am 3:30 pm MT
*************
***************************************************************** / ******* Better Business Bureau
********************************************************************************************************************************************************* 80210
*********************Customer Answer
Date: 12/07/2022
Hi,
Complaint ID ******** against Republic Wireless has been resolved, and a credit issued.
Thank you,
***********************Initial Complaint
Date:11/18/2022
Type:Billing 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.
Someone fraudulently opened an account using my information. I have called Boost Mobile 3 times in an attempt to get a resolution and confirmation that it has been handled and each time was told a different story, including that Boost Mobile does not have a **************** that can be contacted. On the first call, I was assured there was no account in my name. On the second call, I was told that their fraud department already closed the account but that there was no fraud department for me to contact directly. On the third call, I was told that it is not a Boost Mobile number.Business Response
Date: 12/15/2022
December 14, 2022
*******************************
2001 ****************************., Apt. 104
****************, ** 60181
Re: BBB Complaint #********
************ - ************
Dear ****************:
On November 21, 2022, we received your complaint, dated November 18, 2022, filed with the Better Business Bureau.
You stated that someone fraudulently opened a Boost Mobile account using your information. You reported this to Boost Mobile several times and you said you have been given conflicting information.
When we spoke on December 14, 2022, you provided me with some additional information and I was able to confirm your email was removed from the account in question.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Hours: Mon Fri, 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*****************************Initial Complaint
Date:11/18/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Republic Wireless refuses to port over my old cellphone number to a new carrier.Business Response
Date: 11/23/2022
November 23, 2022
*************************
17 **********.
**********, ** 10994
Re: BBB Complaint #********
A00478705 - ************
Dear ****************:
On November 18, 2022, we received your complaint,dated November 18, 2022, filed with the Better Business Bureau.
You requested your phone number be ported to another service provider.
Please note that the ********************************* (FCC) regulates phone number portability and Republic Wireless strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include but is not limited to account number, account holder's name, phone number,five-digit ZIP code, passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.
Please do not cancel your Republic Wireless service. Your existing Republic Wireless line will automatically cancel once the number is ported to your new provider.
Here are the steps necessary to port your numbers to another carrier:
Contact the new provider to let them know you want to transfer your number from Republic Wireless
Provide the following information to your new provider:
Your Account Number: Each phone number has its own account number. You can find your account number online by logging into the My Account portal, selecting Manage Line for the line you want to transfer, then Transfer My Number Out
Your ***: This is your account ***, specific to each phone number on your account.
If you do not have your ***, please call the ********************** Care team at ************
Here are some additional notes to reference:
If the first attempt to transfer your number is unsuccessful, you will need to update the *** for the service line being transferred, cancel the initial transfer request, and submit a new transfer request through your new provider.
After the confirmation date of transfer has passed, there is a 72-hour window before your number transfer will complete. During this window, your phone can work with both carriers. Please do not attempt to cancel your Republic Wireless account during this window as it will affect the routing of your phone number.
Often, the confirmation date or time differs from the time you submitted the request. The 72-hour window is from the confirmation, not the request. If you do not know the date and time of the confirmation, please reach out to your new provider.
Once your number has been transferred to a different provider, your Republic Wireless service line will automatically be canceled and removed from future billing.
Republic Wireless numbers are considered VoIP numbers and not wireless numbers. Some providers may not allow transfers from VoIP to wireless.
The number transfer request is submitted through the new provider.
If a user is assigned to the phone, either the user must set up their own *** or the owner must remove the user from the phone.
If your new carrier tells you that Republic Wireless needs to release the number, ask them for the Firm Order Commitment (FOC) date for the number transfer. They should either have a FOC date or an error message. You may need to escalate with the new carrier to get the answer to this, but they should provide it.
Voicemail does not transfer with the number.
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 through Saturday 8:00 am 4:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
*********************************., #***
******,** 80210
*********************Initial Complaint
Date:11/17/2022
Type:Delivery 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.
August 11th, 2022 I ordered a device and plan from ********************* website. No where Im the order details I received stated I had to wait to unlock a phone thats paid in full due to me purchasing this phone before they switched policies which would allow me to unlock the device. I spoke with 3 representatives who lied about unlocking the device. The unlock was not in anything I signed this company should honor unlocking my device.Business Response
Date: 12/14/2022
December 13, 2022
***********************
88 *********************.
*********, ** 14621
Re: BBB Complaint #********
************ - ************
Dear ************:
On November 18, 2022, we received your complaint, dated November 17, 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 device is not listed on your disconnected Boost Mobile account. I would need to obtain the **** of the device in question to see if an exception can be made to the above policy.
*** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Hours: Mon-Fri 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:11/17/2022
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 spoke with someone in customer care today. I wanted to pay off the remaining BOOSTUP! balance on my iPhone. I made sure I clearly explained I wasnt trying to pay a phone bill, but pay off the phone. They asked me the total remaining on the phone, I told them $88. He proceeded to charge me $86 ($82 monthly bill and $4 phone fee). I did not want to pay my phone bill in advance. I want a refund but I keep getting the run around. Shady business practices.Business Response
Date: 12/15/2022
December 15, 2022
Mr. ********************
2390 Wrens Cir., Apt. 12
****, ** 44224
Re: BBB Complaint #********
********* - ************
Dear Mr. ****************** November 18, 2022, we received your complaint, dated November 17, 2022 filed with the Better Business Bureau.
You said that your intent was to pay off the balance of your phone with Boost Mobile, but the representative posted it to your account balance instead; therefore, you would like the resulting payment refunded.
When we spoke on December 12, 2022, you said that you prefer to have the funds transferred to the phone balance and anything remaining left on the account.
On December 15, 2022, it was confirmed via email that the funds were allocated per your request and the issue is resolved.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Monday thru Friday, 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
****************************************
******, ** 80210
*****************************Customer Answer
Date: 12/15/2022
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:11/17/2022
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I attempted to switch to Boost Mobile at the end of last month. I contacted Boost to verify my phone would fully work on their network before going to a local store to get my phone activated on Boost. Once activated, I noticed only a 4G connection and no 5G. The clerk in the store said the coverage wasn't the greatest in their area. After I got home, I still was not getting the 5G service so I looked up the Boost coverage map once again and it showed solid 5G coverage across the *****************. After several more correspondences with Boost to figure things out, they told me that 5G was not offered in my area and the coverage map on their web site was for their older network. It made little sense to me as to why their new network would be inferior, but I asked if I could be switched to their older network. I was told this was not possible. I decided to give up and switch back to my previous carrier which required them sending me a new sim card so I had to use the Boost service for a few days. Once I was switched back to my previous carrier, I confirmed with Boost that my account was cancelled and that they would be crediting my credit card a refund and they confirmed that I was within their buyer's remorse return policy and it would take a few days. More than two weeks later, there was still no credit. I called Boost to see what was up and that is when the run around started. They said they closed the ticket and that I now needed to go to the local store for the refund. I called the store before going and they said they couldn't do refunds there. The only alternative I had left was to file a dispute with my credit card company who did offer a credit to my account.Business Response
Date: 12/15/2022
December 15, 2022
***************************
5320 *************.
********, ** 43560
Re: BBB Complaint #********
************ - ************
Dear ****************:
On November 18, 2022, we received your complaint, dated November 17, 2022, filed with the Better Business Bureau.
You said you canceled your service because you did not have 5G service in your area, and you requested a refund. You said a Boost Mobile customer service representative told you that since you purchased your service from an indirect retailer, you would need to go back to them for the refund.
Through a series of emails on December 12 and 15, 2022, it was determined that you have disputed the payment in question with your financial institution; therefore, nothing can be done until the dispute process is complete. However, if the final decision is not in your favor,please contact me directly and I will issue the refund for $25.12.
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
*****************************Customer Answer
Date: 12/15/2022
Better Business Bureau:What ***** from Boost said is not entirely correct. I canceled my service because of no 5G service after I was told I would have 5G before I switched to Boost. The first three Boost customer service reps told me they would issue me a refund. It was only after following up after a couple weeks, that I was told the Boost store would have to issue the refund. The Boost store told me they could not issue a refund at their location.
It was after all this that I contacted my credit card company and then filed the BBB complaint.
This matter isn't fully resolved as I have to wait for the credit card company and Boost to sort things out. If for some reason the provisional credit issued by my credit card company is reversed and ***** from Boost issues the refund, then I would find this a satisfactory resolution. I have been promised by Boost I would receive a refund before so I am hoping this process is finally resolved soon.
Sincerely,
***********************Initial Complaint
Date:11/17/2022
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.
New customer as of 11-15-2022 and from the moment I walked into the location at ****************************************************** the worker tried to convince me that the last iPhone I was about to purchase was their only device on that specific promotion after calling and being told it was in stock. 20$ iPhone SE with new ported service which I was doing the total would be less than 100$ to activate.Well the woman tried to charge me 150$ for the phone and plan packing on her lie that it was the only device left they are monopolizing iPhone promotions and I will be contacting Apple to let them know as well.Second the *** program of the *** offers low income individuals a discount of 30$ off their cellular internet bill and I was approved direct from the governments, the ***.I revived my approval code for low income benefit deduction from my bill and tried to contact every store in my state besides 1 the ********* ** location, which all refuse to honor this government credit of a lowered phone plan. I called customer service after speaking with the *** themselves after the *** told me that approval code means that is ALL I NEED TO APPLY MY BENEFIT from my monthly bill. Boost mobile customer service played stupid for about 45 minutes over the phone and after arguing about what the *** worker told me I gave up.Boost customer service insisted that I go In store because even being approved and having my code to confirm that, it was not enough.I told boost customer service that the stores in my state will not even let you try to apply it let alone most wont pick up the phone and give excuses as to why. Additional requirements some stores said when I called after the *** explicitly told me I was already approved on the government website and my code from them on my application Is all I needed.This needs to be addressed and I want my discount applied to my phone internet service that I am entitled to without the hassle of being lied to and led in circles by local & national officeBusiness Response
Date: 12/02/2022
November 30, 2022
************************************
102 ***********.
**********, ** 02907
Re: BBB Complaint # ********
********* - ************
Dear ****************:
On November 17, 2022, we received your complaint, dated November 17, 2022, filed with the Better Business Bureau.
You requested that we unlock your phone.
A review of our records show that this was addressed through the ********************************** Enclosed is a copy of our previous response.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
Monday Friday, 8:00 am to 4:30 pm MT
**************
Enclosure
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:11/17/2022
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.
For two months, I'd tried to port my number from one carrier to Boost, online and over the phone. I was sent 2 different invalid sim cards, spoke to COUNTLESS reps DAILY, and no one ever knew the reason why they couldn't port my service with an unlocked device and unlocked network. On November 7, out of frustration and being tired of using an internet phone, I decided to go into a Boost store. I asked the rep what the cheapest plan was, she said $25 for 5gb data. I was told that the $25 unlimited text/talk/data plan for new customers didn't apply to me, although I was a new customer. She said to qualify, I'd have to buy a Boost phone instead of my BYOD and I'd have to be porting from 2 other carriers, not the one I had. I was also charged a $25 activation fee, which I thought Boost didn't charge. They charge a REactivation fee, I've never had Boost. When quoted the $50 fee in total, I asked if it would be cheaper if I just buy the sim card and activate it online and I was told no and assured that this was cheaper. I also left the store with no information and could not sign in to my account. I wasn't even given the option of choosing a pin! On November 14, I called customer service and was told that I'd have to go back to the store to fix the issue and get the unlimited deal. They stuck to what they said and would not give me the discount. I feel that I was robbed and I need something done about it. I've been trying to get service for 2 months, this is ridiculous.Business Response
Date: 12/12/2022
December 9, 2022
*********************************
1210 **************., #2C
Bronx, ** 10469
Re: BBB Complaint #********
************ - ************
Dear ********************:
On November 17, 2022, we received your complaint, dated November 17, 2022, filed with the Better Business Bureau.
You said that you wanted to port your number from another provider to Boost Mobile with the intent to get a $25.00 monthly plan with unlimited talk, text and data. You indicated that although you went to a Boost Mobile store, you were charged $25.00 for a monthly plan that included 5GB of data per month and you were charged a $25.00 activation fee.You also expressed concern with the customer service you experienced. You requested a refund for the activation fee and for that the $25.00 monthly plan with unlimited data be provided.
My attempts to contact you on November 30,2022, and December 1, 2022, at ************** were unsuccessful, but I left a message each time. I also sent an email to ********************** with a request that you contact me.
In order to review your concerns further,I will require an itemized receipt from the Boost Mobile store you visited. Please note that Boost Mobile stores are independently owned and operated, and as such, they maintain their own phone inventory and set their own return and exchange policies.
Please be advised you will have to enroll for a new account at https://deals.boostmobile.com/mypromo/sim-plan-bundle-ulm-1mo-hp-mybm to get the desired $25.00 monthly plan.
As I was unable to speak with you, I did not take any action regarding your account. We regret that your initial experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future.
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: 12/12/2022
Complaint: 18416820
I am rejecting this response because:I apologize for not being available to speak, as my whole house has been sick.
I did not try to port my number for the $25 unlimited plan. This is the chain of events, I realize that my explanation may have been confusing...
1. I had previous carrier and decided to switch to Boost.
2. I made the transaction online and was sent a Sim card in the mail which did not work.
3. After multiple attempts over a few days with CSR on the phone, I requested new Sim.
4. Received new Sim, still not working.
5. After about 2 weeks of this, i decided to go to a Boost store. My complaint is solely about this store, not Boost personally. Also, they do not give receipts nor anything that I requested from them when confronted with this issue.
I was told by manager that I did not qualify for a promo that, as a new customer, I CLEARLY qualified for.
I will be reaching out ASAP, thank you for trying.
Sincerely,
*****************************
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