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.
1,507 complaints closed in the last 12 months.

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Submit a Complaint

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

Initial Complaint
Date:11/14/2022
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

                *********************
Initial Complaint
Date:11/14/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In March 2022 I bought an iPhone from boostmobile.com in full price. I talked to the agent to make sure the phone is not locked and the confirmed that the phone will not be locked. But now after 6 months using their services, I came out of the U.S for couple of months and found the phone is locked and they don't unlock it until 12 months of services! They abused me to use their services with giving me wrong information about their services.
Business Response
Date: 12/08/2022
December 6, 2022

********************
6603 **********.
*********, ** 77479

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

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

You stated that you purchased a phone on our website in March 2022, but the phone was locked by Boost Mobile for 12 months. You requested a refund for the phone.

Please be advised that new Boost Mobile devices are eligible for return within seven days of purchase for a full refund. The device must be returned in like-new condition (i.e., no cracks, scratches, liquid damage or other damage). Handset returns must include original packaging with all original kit components. As this return period has passed, we are unable to honor your refund request.

Please note that unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

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 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:11/14/2022
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.
ON 10/20/22 I ORDER ONLINE FROM BOOSTMOBILE.COM A NEW ***** Order confirmation number: ek-bepp-*********. TCL 30 XE 5G$79.99 IMEI NUMBER OF NEW ***** *************** ************************** Taxes:$5.60 Paid Today:$97.59 I DID NOT RECEIVE THE NEEDED SIM CARD THAT SHOULD HAVE COME WITH THE ORDER.I CALLED BOOST AT THEIR CUSTOMER SERVICE NUMBER ************.********************** APOLOGIZED AND SENT ME A NEW SIM CARD AT NO COST VIA *** THE NEW SIM CARD THAT WAS SENT TO ME ISSUED AN ERROR MESSAGE ON THE NEW ***** THAT THIS BOOST SIM CARD IS NOT COMPATABLE WITH THE *****.CALLED BOOST AGAIN SPOKE TO AN AGENT AND SHE TRANSFERED ME TO ANOTHER LINE.THEY ISSUED ME A NEW SIM CARD AND THE ***** AND SIM WOULD NOT PORT IN MY TMOBILE ***** NUMBER SO A NEW ***** NUMBER WAS ISSUED TO ME WITH THE CHARGE OF $25.00 THE ACCOUNT WAS CREATED HOWEVER THE ***** WOULD STILL NOT WORK. I CALLED CUSTOMER SERVICE AGAIN AND I WAS INFORMED THAT THIS SIM CARD *************** WAS A DIFFERENT BOOST COMPANY AND THEY HAVE TO TRANSFER ME TO THAT ONE! AFTER I WAS TRANSFERED TO THIS OTHER BOOST COMPANY THEY INFORMED ME THAT I NEED TO CALL BACK TO ************ THAT THEIR SIM CARD IS NOT COMPATABLE WITH THIS NEW ***** TCL 30 XE 5G .I FEEL THAT I WAS SCAMMED AND THIS IS A CON. I ASKED TO SPEAK TO A SUPERVISOR AT BOTH BOOST COMPANIES AND EACH TIME THEY TOLD ME I NEED TO SPEAK TO SOMEONE ELSE.I DECIDED TO CALL SALES DEPARTMENT AND ASK FOR A REFUND I WAS TOLD THAT I NEED TO CONTACT CUSTOMER SERVICE AND I DID AND AGAIN I WAS GIVEN THE **** AND SWITCH THAT I NEED TO CONTACT OTHER BOOST COMPANY TO HELP ME:HERE ARE THE NUMBERS I CONTACTED ********************** BOOST 1ST COMPANY ************ BOOST 2ND COMPANY ************ EACH TIME I CALL THEY TELL ME TO CALL THE OTHER IT HAS GOTTEN WAY OUT OF HAND NOW AND I REQUEST EITHER A FULL REFUND FOR MY ***** OR FOR THEM TO UNLOCK MY ***** SO I CAN BRING IT TO MY CURRENT ***** CARRIER.WHEN I ASKED FOR THAT RESOLUTION THEY REFUSED ME COLD
Business Response
Date: 12/09/2022
December 8, 2022

*************************
1200 ************************************************************************** 33027

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

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

On November 16, 2022, we received your complaint, dated November 14,2022, filed with the Better Business Bureau.

You said that you ordered a phone (TCL 30 XE) online; however, the *** card was not included in the package. Although a *** card was sent to you,it was not compatible with the phone. You stated that you were sent a second *** card, but you were unable to port your phone number to Boost Mobile.

During our phone call on December 7, 2022, I attempted to unlock the phone without success. Therefore, I provided you with a discount towards the purchase of a new device, which you accepted.

On December 8, 2022, a new phone was ordered and is scheduled for delivery within five business days.

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, Monday Friday
**************

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

*****************************
Initial Complaint
Date:11/14/2022
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.
This is with regarding the new service that was started with Boost, a number was transferred to boost, which worked fine for 15 minutes, and then stopped working. When investigated, it was found (Boost agents told me that, a boost employee mistakenly disconnected my active account, instead of some other account) account is disconnected and phone number doesnt have an active account anymore, and they cant reactivate the account due to their software restrictions.Since the phone number link to an active account is not there, my number is in limbo, it cannot be transferred or I cannot get a service with boost also. It is completely mistake of boost employee, I Tried contacting them and each department is pushing to others with no resolution. They said they escalated the issue but nothing is being done from past 4 days. I even told how important it is to make this phone number working, but there is no where else to go so as a last resort trying to get resolution here. The account dashboard shows my phone number and account number but they are saying that account is not active, how can a mistake of an employee cost my life in the verge of losing an active 10 plus years phone number.
Business Response
Date: 11/18/2022
November 18, 2022

****************************
117 **************
******,** 31322

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

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

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

You stated that you recently transferred your phone number to Boost Mobile;however, 15 minutes after activating your account, it was disconnected due to an agent error. You said you were told that due to software restrictions, the account could not be reactivated. You also said that since the account was not active, it caused your phone number to be in limbo. You mentioned that you have been unable to get this resolved through customer service, despite making several phone calls. You requested that your phone number be recovered.

A review of our records indicate that this issue was previously addressed through the ********************************** Enclosed is a copy of our response for your records.

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

Sincerely,

*********************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Tuesday Friday, 8:00 am 4:30 pm & Saturday, 7:00 am 3:30 pm MT
*************

Enclosure

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

                *********************
Initial Complaint
Date:11/14/2022
Type:Delivery 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 my first phone from boostmobile on 10/21. It was the wrong size so I ended up cancelling the order on 10/22 Tracking number is 1Z52A2591305881199 According to the tracking number. Phone was never shipped to me and went back to the wear house on 10/25. I called and requested refund 3 times since then. Waited the ***** days they suggested and then I had a new case opened ********* And is 11/14 and still nothing. May I please get my ****** dollars back?
Business Response
Date: 12/08/2022
December 6, 2022

Nelcys *******
1830 ***********.
************* 89115

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

Dear Nelcys *******:

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

You said that you ordered a phone through our website on October 21, 2022, and cancelled it on October 22, 2022; however, you have not received a refund.

When we corresponded via email on December 6, 2022, you informed me that you opted to work with your financial institution regarding your refund request.

I regret that your expectations were not met and that you had this experience with Boost Mobile.

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, Monday Friday
**************

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

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

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,

Nelcys *******
Initial Complaint
Date:11/13/2022
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.
***** was taken from my cash app card. And my lights got cut off I have to pay a reconnection fee. And I called boost they won't refund me. My boyfriend used my card a week ago to buy data and we told them do not save my card. Now I'm out. And boost hung up on me three times. I give up
Business Response
Date: 11/18/2022
November 18, 2022

*******************************
352 ************.
*******, ** 75862

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

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

On November 14, 2022, we received your complaint, dated November 13, 2022, filed with the Better Business Bureau.

You said that your boyfriend made a payment using your cash app and you requested a refund.

Please note that the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; nevertheless, a review of our records indicate that an exception was made and a $50.73 refund was processed on November 14, 2022.

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

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *********************
Initial Complaint
Date:11/13/2022
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.
In February 2022 I prepaid for 12 months of service for my wife and myself like I had previously for many years. In June 2022, with the change to Dish, my phone service became almost useless. Calls were dropped, or shown as missed without ever ringing, texts would not go through, specifically MMS, and service became completely unreliable. I received conflicting information from Republic before getting a rep that said the only way to resolve my issues was to upgrade from the 3.0 plan to the 5.0 plan. I specifically mentioned already paying for the annual plan, and was reassured that the money would be credited to my account. I asked if this didn't resolve my issues, would I be able to get my money refunded, and was told that it would. On August 26,2022 I made the switch to the 5.0 plan. I had even more issues with the 5.0 plan, as I received numerous errors because the phone would not clear or release the old Access point name (APN). Early September I began calling republic and letting them know the service wasn't working and wanted my credit balance of $219.72. I was told that it would be returned, but never happened. My third time calling I was told the money would be refunded once I cancelled my service. I never received my refund. I feel it was wrong to offer the 12 month prepaid option if it was known that plan was becoming obsolete in the first place. I feel a refund of the remaining prepaid months of $219.72 is fair as it should not have been sold knowing that plan was becoming extinct.
Business Response
Date: 11/21/2022
November 21, 2022

***************************
75 South St.
Hanover, ** 17331

Re:          BBB Complaint #********
                A00341458 - ************

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

On November 14, 2022, we received your complaint, dated November 13, 2022, filed with the Better Business Bureau.

You stated that you purchased an annual service plan in February 2022. You said you were unable to use the service on the **** network,as this network was shut down. You requested that we provide a prorated refund for the portion of the annual plan that you were unable to use.

Please be advised that I contacted our refunds department for more information regarding your account. I will reach out directly once additional information is made available. Our apologies for any inconvenience this may cause.

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

Sincerely,

*******************************
Corporate Case Manager
Executive Escalation Team
Republic Wireless
Monday Friday 8:00 am 4:30 pm MT
**************

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

                *********************
Customer Answer
Date: 11/26/2022

Complaint: 18397954

I am rejecting this response because: I have not been contacted thus far by email or phone by ******************************* regarding the additional information from the refund department. Also for additional clarity from my original message, I purchased two annual plans that were effected.

Sincerely,

***********************
Business Response
Date: 12/07/2022
December 6, 2022

***************************
75 South St.
Hanover, ** 17331

Re:          BBB Complaint #********
                A00341458 - *************

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

On December 5, 2022, we received your rebuttal, dated December 2, 2022, filed with the Better Business Bureau.

You stated that you have not been contacted regarding the status of your refund.

I attempted to contact you by phone at ************** on December 5 and 6, 2022, but was unable to reach you. I was able to leave a voicemail on both occasions.

In my email correspondence, I advised you that I requested refund checks of $94.68 and $93.52 for the unused days on your two annual service lines. Please allow 19 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
Republic Wireless
Monday - Friday 8:00 am to 4:30 pm MST
**************

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

                *********************
Customer Answer
Date: 01/20/2023

Complaint: 18397954

I am rejecting this response because: I have still not received my refund from this vendor.

Sincerely,

***********************
Business Response
Date: 01/27/2023
January 26, 2023

***************************
75 South St.
Hanover, ** 17331

Re:          BBB Complaint #******** - 2nd rebuttal
                A00341458 - ************

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

On January 25, 2023, we received your rebuttal, dated January 25, 2023, filed with the Better Business Bureau.

You stated that you have not received your refund check.

On January 16, 2023, I advised you to allow ten business days for delivery of this check. As today is the 8th business day, please wait and see if is delivered by February 1, 2023. If you have not received it by then, I will contact our Refund Team and request a replacement check.

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
Monday - Friday 8:00 am to 4:30 pm MT
**************

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

                *********************
Customer Answer
Date: 02/01/2023

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:11/11/2022
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.
3 porting attempts were made on 3 Boost service plans/sim cards bought from retail store at a cost of 45$+taxes, fees. I was moving my phone number from **************** to Boost Mobile. Unknown at the time to me, if the porting information was not put in 100% correctly on the first attempt, subsequent attempts to resend the PORTING REQUEST to ******** would KEEP REVERTING to the INCORRECT ORIGINALLY INPUTTED INFORMATION. This glitch in boost porting was not made known to MOST BASELINE BOOST AGENTS and ONLY ABOUT 20% OF THE SPECIALIZED "PORTING CENTER" AGENTS. The first 2 port attempts had 1 piece of information entered incorrectly on each and the agents put a comical amount of "resubmissions" each time saying wait "x" amount of time. THIS DRUG OUT TO OVER 2 WEEKS. Unknown to me (and over 90% of all boost agents) contacted, the PORTING RE-submissions were futile due to the glitch. Only a handful of the specialized port center agents even knew the problem in BOOST SYSTEMS. The last agent contacted from the center explained the issue would be resolved 11/12/2022. The 3rd attempt to port had no errors and went through almost perfectly even though the port-in zipcode still defaulted to BOOST HEADQUARTERS. However resubmission in this case was possible to since the correct zipcode was initially inputted. Since the first 2 cards bought would never be able to be used (the service tied to those is in limbo) Boost cancelled them.Im seeking BOOST to refund $92 (including tax) OR credit the account the amount of service (6 months) that was tied to them to ******************************************** (************) BOOST ACCOUNT.I have spent over 20 hours on phone and chat with boost to get SERVICE ACTIVE which could have been avoided with proper training/information.account numbers of first 2 ruined accounts:869451034342 ************ account number with now active service ************
Business Response
Date: 12/08/2022
December 7, 2022

***************************
201 W. Main St.
*********** 46764

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

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

On November 14, 2022, we received your complaint, dated November 11, 2022, filed with the Better Business Bureau.

You expressed dissatisfaction with your experience activating new Boost Mobile service and with the level of customer service you received.

Please note that Boost Mobile agents are provided initial and on-going training in order to provide the best experience for our customer. A review of our records indicate that your port requests were made through a Boost Mobile store representative. As Boost Mobile stores are independently owned and operated, we have little control over store representative training or performance. Additionally, Boost Mobile agents and store representatives must rely that the information provided to them is correct and complete. All providers require that the information for port-out requested be accurate.

Our records do not show that we received any payment for the initial two accounts we created. If you made a payment to the Boost Mobile store, please contact them regarding a refund.

While we sincerely regret any inconvenience this issue may have caused, we are unable to provide you with a refund as requested. However,as a courtesy, I applied a one-time $10.00 credit to your account.

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

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************

cc:           ****** /******* Better Business Bureau
                **************************************
                ******,** 80210
                *********************
Customer Answer
Date: 12/09/2022

Complaint: 18393095

I am rejecting this response because:

Flaws in your porting system resulted in me, the customer, losing $92 not to mention the ***** of lost time as a direct result. Despite your own employees at the porting department who understood the issue putting in the ticket for the refund, your company still couldn't connect the head to the tail. Why am I paying for the system flaw in your porting system? Can you tell me? $10 doesn't equal $92 +(20) hours of my time. I'm insulted by your response and the fact you think that remedies this situation in the slightest.

Regards,

***********************
Initial Complaint
Date:11/11/2022
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.
We switched our cellular service to Republic Wireless hoping to get better service on August 29th, 2022 and were charged $80.98 plus an additional . In the process of switching over and setting up the *** cards, it was discovered that there was no service with Republic Wireless in our area. At this time we cancelled the service agreement with Republic Wireless and requested a refund for the money they deduct from our banking account. We were told a ticket was made to refund the money to us on September 13th, 2022. We called back on October 13th because no refund came to ** and were told that another ticket needed to be made for the refund. We waited until November 11th to call back and were told that we can't be refunded at all because they can't give a refund to an account that was canceled. We were never informed of this policy and feel that we were scammed by this company.
Business Response
Date: 11/15/2022
November 12, 2022

************************
PO *************************************

Re:          BBB Complaint #********
                A1290029482 -************

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

On November 11, 2022, we received your complaint, dated November 11, 2022, filed with the Better Business Bureau.

You stated that on August 29, 2022, you switched to Republic Wireless; however,during the activation process it was discovered that service is not available at your location. You elected to cancel and you requested a refund of $80.98.You stated that on two separate occasions you contacted customer service and were advised both times that a ticket was submitted for this; however, the latest time on November 11, 2022, you were advised a refund could not be issued to a canceled account.

In our email correspondence, I advised you that you received a previous refund of $3.02 on September 2, 2022, and I issued a refund of the remaining $77.96.Please allow up to ten business days for processing.

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

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

                *********************
Customer Answer
Date: 11/15/2022

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:11/11/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Boost Mobile account online on 04/12/2022 in the amount of $170.69 in order to use with a new telephone. It took a little while for the new phone to arrive (by mail) and when it did I tried to activate it without success. Boost Mobile committed to providing one year of ********************* services. Upon receipt of both my new phone and the Boost Mobile SIM card, I attempted to activate the device to the account without success. Upon pairing up with **************** through Live Chat, I was instructed that my phone model was NOT supported. Boost Mobile offers a ******* S22 on their website, but they do NOT support the ******* S22 Ultra (which is the model that I have). My model is the 1TB model and cost me $2,000 dollars -- while the model they offer is a much lesser model in terms of space and costs that much less. When all was said and done, I spoke to SEVERAL customer service representatives through a series of Live Chat sessions -- which concluded in a "denied" refund request. The funds were not refunded. There was no communication via email, phone call, or otherwise. I was never advised of refund status. Fed up with their antics, I spoke via phone with their service team today -- which yielded that the initial refund request was submitted by their Live Chat agent with an incorrect amount which caused an automatic denial. The service representative today subitted a new refund request (see Ticket #*******). I am currently seeking some manner of resolve through Boost Mobile customer service, the ********************** and the ********** of ******** Affairs. Pending the conclusion of these efforts, I will invoke whatever recourse is necessary. On the basis that this has happened to me -- it is surely happening to other consumers who are less favorably postured to articulate their experience. The phone number assigned was **************. Never used 1 minute of service or 1 character of text. Please refund my card ending in ****
Business Response
Date: 11/22/2022
November 20, 2022

*************************
820 ***************************************., Ste. 105-250
*******, ** 75019

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

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

On November 14, 2022, we received your complaint, dated November 11, 2022, filed with the Better Business Bureau.

You said you paid $170.69 for Boost Mobile service that you were unable to use. You indicated that you were unable to activate the phone you purchased and you were informed the phone was not supported. You requested a refund.

My attempts to reach you by phone at ************** on November 16 and 20, 2022, were unsuccessful, but I left two voice messages. I also sent an email to *******************************************.

We submitted a refund check of $170.69 for your initial payment. Please allow up to two weeks to receive it.

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

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

Sincerely,

*****************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Sunday Thursday, 6:30 am 3:00 pm MT
**************

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

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

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