Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

4,982 total complaints in the last 3 years.
1,511 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:11/17/2022
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.
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 office
Business 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 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.
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,

*****************************
Initial Complaint
Date:11/16/2022
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.
Unable to download any text messages as of 11/15/22. Called Boost Mobile on 11/16/22, spoke to 4 representatives who failed at troubleshooting the issue, failed to address the issue, and refused to refund money due to inability to use text messages. Boost Mobile stole my funds and refused to provide service. Boost needs to refund me for the inability to resolve a technical issue and ensure I am able to use the services I paid them for.
Business Response
Date: 12/12/2022
December 12, 2022

Ms. ****************************
9509 **********************
*********, ** 28215

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

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

On November 17, 2022, we received your complaint, dated November 16, 2022, filed with the Better Business Bureau.

You said you were experiencing technical issues with your device and were unable to download text messages.

I reviewed your calls to us and could not find any during which you allowed Boost Mobile agents to troubleshoot your issue. I found that you contacted us on November 16, 2022, and although you spoke with several agents, you declined to complete any troubleshooting steps and insisted on receiving a full refund. We have received no further contact. If you are still experiencing issues, please contact us and complete troubleshooting steps.

As the agents you spoke with explained, we are unable to provide a refund as our records show consistent service useincluding incoming and outgoing text messagesduring the time span to which you referred.

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: 12/12/2022

Complaint: 18414518

I am rejecting this response because:

It was a blatant lie. I called and would on the phone for hours troubleshooting with at least 3 people.

Sincerely,

Ashonia **********
Business Response
Date: 12/20/2022
December 19, 2022

Ms. ****************************
9509 **********************
*********, ** 28215

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

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

On December 16, 2022, we received your rebuttal, dated December 16, 2022, filed with the Better Business Bureau.

You maintain that you are due a refund because you experienced technical issues that Boost Mobile agents were unable to resolve.

Please refer to my previous response wherein I explained that I reviewed your recorded calls and our records found you declined to troubleshoot the issue. You contacted us and immediately demanded a full refund for a month of service. Agents attempted to troubleshoot the issue,but you said that you already had, even though our records do not reflect you completed any troubleshooting.

As I advised you previously, our records show consistent usage of your service throughout the month that you requested a refund. Please note as well, that our refunds policy states that payments remitted to Boost Mobile are non-refundable.

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:11/16/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a loyal customer with ******************** for well over 5 years and have had family members use the service as well. For a Christmas gift to myself on 12-1-2020 I upgraded my phone from the J7 refine to the Stylo 5. Unfortunately on 12-22-2021 I woke up to my phone with the number ********** not having service after paying my $60 bill on the 12-14-2021. When I contacted Boost Mobile on 12-23-2021 at ******* market in *********,** they said my phone number was black listed and it was nothing they could do. The representative then wrote down a non-active number and told me to call it. I was extremely upset because I had no phone to call with because Boost Mobile shut my phone off. I ended up talking with a customer care representative who told me I never had a account with them.They told me to pay $10 for reactivation and another $60 for my bill and a new number, when I never received my full month of service. I was told that my phone number was gone and I would have to get a new number for service and pay for a new phone activation. It was more than a inconvenience having my phone service discontinued without notice when I'm disabled. I have doctor's that were unable to get in contact with me as well as my monthly SSI income payments where turned off. I was forced to get a government cell phone through a different phone service in March of 2022. All of my financial assets accounts link to the phone number ********** I have ************** accounts that I have invested in for over a year that are now gone and are unable to be retrieved. Due to not being able to confirm I am who I am by confirmation text with a code to the cell phone number **********. This is unacceptable as well as a inconvenience Boost Mobile contract breaching has caused for me. I am no longer a Boost Mobile customer. I would like to be refunded for the new phone I had to buy through Cricket + first month service fee and refunded for service I didn't receive that I paid for.
Business Response
Date: 12/12/2022
December 8, 2022

****************** Lightning
23491 *************.
********, ** 49689

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

Dear Ms. ******************** November 16, 2022, we received your complaint, dated November 16, 2022, filed with the Better Business Bureau.

You stated that you lost access to your investment accounts due to the loss of your phone number. You requested that we provide a refund for your new phone and reimburse you for the first month of service with your new service provider.

Boost Mobile is not liable for any funds that were lost from your financial accounts because the fraud involves a separate account unaffiliated with Boost Mobile. We encourage you to continue pursuing this through the proper channels. Boost Mobile does not have control over your financial accounts and you can find additional information on securing your accounts via your financial institutions website.

We are unable to honor your request to reimburse you for the phone that you purchased or for the first month of service with your new provider.

We regret any inconvenience this may have caused.

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

Sincerely,

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

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

                *********************
Initial Complaint
Date:11/16/2022
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.
On Monday Nov. 7 at 530 pm my brother and I went into the boost store because I wanted a new phone, I pick out an iphone SE. The boost employee begins to ask me question. I tell her that I have a number that I can port from Cricket and she tells me because I was a previous boost customer I cant do that. ( That's a lie)Then she told me that the phone is going to be 250 but that she would be nice and give me 25 off. (The phone was only ******) So I paid 225 plus fees service and activation which totaled 297. Im so grateful I paid with my debit card because that following Monday after being dissatisfied with the phone for a week I would call and tell her I wanted to return the phone. She said that I could not so I called Boost Mobile ************* and they too said that I was within the parameters for a refund so I called the store and the owner called me back and said that I had purchased the phone on the 6th not the 7th and he wasnt taking it back. The employee called and asked me my pin and did something in the system to attempt to make the date reflect the 6th (FRAUD) So I armed with my phone and digital bank statement called the police. Who said they couldnt do anything but talked to the employee nonetheless. So Im angry and go home defeated. I later receive a call stating to give her my credit card number and I refuse. So I go back to the store and am issued a refund inb the amount of ****** (which isnt even the amount that I paid for the phone. I was never given a receipt so I had to take the employees word ( which I dont feel is trustworthy) that was an accurate breakdown of the fees but I know for a fact I was overcharged by 15 on the sim card. I am not satisfied with the 130 loss I took for having service on a phone I didnt want for 7 days but what can I do. Im just concerned with how many others have been taken advantage of like I was. And what type of establishment can accept debit/ credit card payments snd isnt required by law to print you a receipt?s
Business Response
Date: 12/02/2022
December 1, 2022

***************************
1208 ***********., #***
********, ** 26003

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

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

On November 29, 2022, we received your complaint, dated November 16, 2022, filed with the Better Business Bureau.

You expressed concern with your recent interaction at a Boost Mobile store. You indicated that you purchased a phone and did not receive a full refund when you returned it to the store.

I attempted to contact you by phone on November 29 and 30,2022, but was unable to leave a message.

Boost Mobile retailers are independently owned and operated and as such, set their own pricing and return policies. They are responsible for purchasing and maintaining their own inventory, as well as cover the rest of their operating costs.

I was unable to locate an account with the information provided in your complaint to research your concerns further.

We regret any inconvenience this may have caused.

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

Sincerely,

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

cc:           ****** / ******* Better Business Bureau
3801 **************.,#***
******, ** 80210

*****************************
Initial Complaint
Date:11/15/2022
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 paid for service for November 2022, had to jump through hoops to cancel and they immediately canceled my service instead of allowing me to remain through the month. I am demanding a refund of my november bill or restored service for the remainder of the month.
Business Response
Date: 12/12/2022
December 9, 2022

**************** *****
2941 NE ***************.
********, ** 64117

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

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

On November 16, 2022, we received your complaint, dated November 15, 2022, filed with the Better Business Bureau.

You stated that you paid Boost Mobile for service in November 2022. However, when you called in to cancel your service, it was cancelled immediately instead of allowing you to use the service for the remainder of the month.

My attempts to contact you at ************** on December 8 and 9, 2022, were unsuccessful, and I was unable to leave a voice message with my contact information.

A review of your account shows that you called in to cancel your service on November 15, 2022, stating that you were switching providers.You were not interested in any offers and your account was cancelled.

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 cancelled 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 Escalations Team
Boost Mobile
Hours: Monday Friday, 8:00 am to 4:30 pm MT
**************

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

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

Complaint: 18407499

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 12/16/2022
I paid for a full month of service, I was not allowed to transfer my number, because Boost mobile's customer service, which literally spoke broken english and took an hour to reach, deactivated my line instead of waiting until the end of the month, for which I paid. I am demanding my money back for that month and breach of the *** provisions regarding the ability to transfer phone numbers.
Initial Complaint
Date:11/15/2022
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 ordered an iPhone 11 on 10/11/22. I was advised my package would be mailed out the following day because I made the purchase after 12pm. Immediately after making the purchase, $****** was removed from my account. I waited several days and on 10/14/22 called Boost because I still had not received the tracking number. I was told by an employee that the tracking number would be provided the next day after she had me enter my card details in the automated system to verify that they had taken the payment out. I called back the next day, 10/15/22 to get my tracking number and was told by another employee that the order was cancelled on 10/14 because my bank rejected the payment. I advised that I had spoke with someone the day before who verified Boost had taken payment from my bank account. She then told me that it was probably cancelled because it was out of stock. I asked her if I had to worry about being charged in the future, in case they restocked the item, and she assured me that in order to get the phone, I would have to complete a brand new order, because this one was cancelled-either because of my bank or because it was out of stock. She kept going back and forth between the two. Finally, after going back and forth and her advising me that Boost would refund me the money in a few days, again depending on my bank, I asked for a confirmation that it had been cancelled and she told me it would be emailed to me. I never got the email, but 23 days later a payment for the same amount ****** was taken from my account. I had no idea why and researched my old order number to find that they had charged me again for the order they cancelled on 10/15/22. I immediately called and requested a refund and told them I no longer needed the phone, that when they cancelled it, I purchased it elsewhere. They told me it was impossible to refund me because "I didn't have an account with them." I have been told by employees to file a dispute with my bank for their mistake.
Business Response
Date: 12/12/2022
December 12, 2022

*********************************
3170 *****************., Apt. 3
**********, ** 27858

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

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

On November 15, 2022, we received your complaint, dated November 15, 2022, filed with the Better Business Bureau.

You expressed dissatisfaction with your experience ordering a phone through Boost Mobile and the level of customer service you received. You requested a refund.

A review of our records indicate that your payment for the order in question was charged back on November 11, 2022. When you dispute a payment with your bank,the funds are returned to your bank pending their determination of the dispute. As such, Boost Mobile no longer has those funds; therefore, we are unable to refund them. Should the bank find in Boost Mobiles favor and return the funds, I can provide you with a return label and, once I receive the device, refund your payment.

I will be investigating why your order was processed much later than expected and address any issues we find. Likewise, I will review your calls to us in order to address internally any issue with the service provided to you by our agents.

We sincerely regret any inconvenience this issue might have caused, and we appreciate you bringing your experience to our attention.

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: 12/14/2022

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:11/15/2022
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've been calling Boost Mobile for 4 days for them to unlock a old phone that I have customer service play games laughing my face and lied to me about my phone being a lot I also had a customer service told me that was their policy I told her I didn't agree and sign anything to her policy and that she was to prove and all they keep doing is telling me that my phone is unlocked when it's not and that's all I want is my phone to be unlocked
Business Response
Date: 12/12/2022
December 10, 2022

*****************************
200 ***************.
*********, ** 29072

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

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

On November 16, 2022, we received your complaint, dated November 15, 2022, filed with the Better Business Bureau.

You requested that your phones be unlocked. You also expressed concern with the customer service you experienced.

Boost Mobile will unlock a device under the following circumstances:

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

Your unlock request has been granted.Please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile SIM card is inserted. If your phone requires a Master Subsidy Lock (MSL) PIN, please use ****** when your device instructs you to do so.

MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

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

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

*********************
Initial Complaint
Date:11/14/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company charged for a year of service on June 27. They subsequently degraded the service without notice, thereby rendering it unusable. I discovered the downgrade in July when I was not even able to call my wife to locate her in a crowded airport because she was not in their network. I canceled the service and asked for a refund.
Business Response
Date: 11/17/2022
November 16, 2022

Mr.*************************
14817 ********************.
**********,** 20874

Re:          BBB Complaint #********
                A00222922 - ************

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

On November 15, 2022, we received your complaint, dated November 14, 2022, filed with the Better Business Bureau.

You stated that you were charged for an annual plan on June 27, 2022. In July you discovered the service was unusable. You contacted customer service to cancel your account and request a refund. Your account was canceled; however, you did not receive a refund.

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. ******** shut down this network by June 30,2022. Please note, members received email notices about this service change well in advance to avoid service interruption.

In our phone conversation, I informed you that I issued a refund of $236.76 as an exception. Please allow up to ten business days for processing.

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

Sincerely,

*********************************
Corporate Case Manager
Executive 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: 11/17/2022

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:11/14/2022
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.
Order was cancelled prior to shipment but shipped anyway under 1Z52A2590305748478. Returned to warehouse in 10/24/22. Received phone call from boost mobile rep stating the item (iPhone SE2) returned to warehouse on 10/24/22 and that refund would process within **** business days. It is the 15th business day and no refund has processed. Called Boost Mobile on 11/14/22 and keep being told to check the bank, but when I asked if the refund was processed by the company, no one knows anything. There is no reason to check bank if they have not released the funds to the bank. The bank won't have it if Boost Mobile has not completed the refund. They said they are escalating the case. I need a refund of the $217.49 without waiting three months like another user posted on this site. Their complaint is dated 10/13/22. Please assist me with resolving this issue timely.
Business Response
Date: 12/08/2022
December 6, 2022

Ms. ***********************
2860 *************, Apt. 60
**********, ** 95827

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

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

On November 15, 2022, we received your complaint, dated November 14, 2022, filed with the Better Business Bureau.

You stated that you purchased a new phone online and canceled the order. You indicated that while the phone was returned, you have not received a refund. You requested a refund of $217.49.

When we spoke by phone today, I advised you that I submitted a refund of $217.49. Please allow up to ten business days for processing.

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

Sincerely,

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

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

                *********************
Customer Answer
Date: 01/03/2023
Order was cancelled prior to shipment but shipped anyway under 1Z52A2590305748478. Returned to warehouse in 10/24/22. Received phone call from boost mobile rep stating the item (iPhone SE2) returned to warehouse on 10/24/22 and that refund would process within **** business days. It is the 15th business day and no refund has processed. Called Boost Mobile on 11/14/22 and keep being told to check the bank, but when I asked if the refund was processed by the company, no one knows anything. There is no reason to check bank if they have not released the funds to the bank. The bank won't have it if Boost Mobile has not completed the refund. They said they are escalating the case. I need a refund of the $217.49 without waiting three months like another user posted on this site. Their complaint is dated 10/13/22. Please assist me with resolving this issue timely. ****** Received a call from Boost "Escalation Specialist" on December 6, 2022 and was relieved because I expected a resolution to take place. He said, ok allow up to 10 business days for the refund to process and that he will submit the refund to billing. Why this was not previously done...I am not on with. But Ok sure It has now been 17+ business days and I still don't have my refund. This tell me that first call resolution was not even thought of. There was no follow set up with the billing department to make sure they released the funds and did their part. Instead I had to email him two times only to be told... Sorry it's the holidays and that could be cause for the delay. I just want my $217 that I have been waiting 2+ months for. I'm very frustrated with this process. Please don't make posts to the BBB to save face is the real work to resolve the customers issue remains unresolved. This is not just checking a box and moving along with your case load.
Business Response
Date: 01/12/2023
January 5, 2023

Ms. ***********************
28** *************, #**
**********, ** 95827

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

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

On January 5, 2023, we received your second complaint, dated January 3, 2023, filed with the Better Business Bureau.

You stated that you still have not received your refund of $217.00 for the order that you canceled. You requested that we issue this refund.

As I previously advised you via email, I am currently working with our refunds team to get an update on the status of this refund. I will continue to reach out with new information as it is made available to me, but at this time, I have no update. We regret any inconvenience this may have caused as we continue to work toward a resolution.

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

Sincerely,

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

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

*********************
Customer Answer
Date: 01/13/2023
Complaint: 18676594
I am rejecting this response because: my issue remains unresolved because of a lack of effort to escalate the issue. There is no reason why two months after the item (phone) was delivered, that I still don't have the item.

Sincerely,

***********************
Business Response
Date: 01/24/2023
January 23, 2023

Ms. ***********************
2860 *************, Apt. 60
**********, ** 95827

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

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

On January 23, 2023, we received your rebuttal, dated January 20, 2023, filed with the Better Business Bureau.

You stated that you have not received your refund yet. You requested an update on its status.

Our records indicate that a refund was issued back to your payment card on January 13, 2023. Please contact your financial institution directly if these funds were not applied to your account.

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

Sincerely,

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

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

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

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