Complaints

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

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

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  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

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  Boost Mobile

  957 Memorial BLvd Picayune, MS 39466

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  Boost Mobile

  827 Taylor Ave Towson, MD 21286

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  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

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:10/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Republic Wireless (RW) ph # ***-875-xxxx did an auto update 10/14/22 Fri morn. It did not work after. After hours on the phone with RW Fri, they got the phone turned back on and gave me my account numbers and port out pin #s so I could switch out at my rq. However when I texted/called anyone, now my ***# was showing up as ************ on their end. On Mon 10/17 I went to switch to ******** as my issue was not resolved. I was at ******** from 3:30 -6:40 pm with my son & two **************** on the phone with RW, trying to port my *** number over. RW said they would have to put another work ticket in as they had labeled my cell as a landline and so they would need to manually port it out and the issue would be resolved in 2-3 days. I called back 10/20 Thurs afternoon/day 3, on the phone another 2 hours with RW and ******** 3-5 pm and RW said they would have to do another work order and it would take 4 hours to manually be ported out. I called back 10/21 Fri for another 90 min with ******** and Republic and after almost two hours they said it would be another 4 hours. I have taken time off work Fri/Mon/Thur/Fri to deal with RW. They will not give me my *** # I had for 15 years, prior to them as well. I paid automatic payments on time monthly to Republic for years, owing no money. I had to get a new number yesterday from ******** which is what I did not want to do as I want my ************ phone number released from them, staying mine. I need help. My new # through ******** is 360-787-xxxx. My phone calls to RW were called in on my *** phone but showing up as 360 910 xxxx, my sons tried helping, calling in on their phones 971-409-xxxx & 360 521 xxxx as well as TMobile calling. I talked to 2 RW employees each time I called. No employee will release my number. My RW # is also my account #: ************. Original port out pin#******. Then new port out #******. Please I need help to get my *** 875 xxxx back. It was mine before I even had switched to RW.

  Business Response

  Date: 10/28/2022

  October 28, 2022
  
  
  
  Ms. Cedar Songbird
  1502 **********., #3
  *********, ** 98665
  
  Re:          BBB Complaint #********
                  A00482707 - ************
  
  Dear Ms. ******************* October 24, 2022, we received your complaint, dated October 22, 2022, filed with the Better Business Bureau.
  
  You expressed concern about the phone number associated with your Republic Wireless account.
  
  A review of our records indicate that you contacted us to port your number out on October 14, 2022. You were provided with your account information to port out during that call. On October 17, 2022, we received a request to manually port your number out. The agent you spoke with requested that the ************** manually release your number, but it was noted that your outgoing calls showed a different number.
  
  As your line was marked as a landline, an agent submitted a ticket to a back-office team to correct it. Once that issue is corrected, I will provide you with the correct information to submit to your new provider to port out your number.
  
  We sincerely regret any inconvenience this issue may have caused. I will follow up with you via email at *********************** once we have any updates to report to you.
  
  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
  Republic Wireless
  Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
  **************
  
  cc:           ****** /******* Better Business Bureau
                  *******************************., #***
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:10/22/2022

  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.

  May 25, I paid Republic Wireless ****** for a year's service.After 2 months of good service, I suddenly couldnt use my cell phone service at home. After over an hour on the phone with the company, now owned by Dish, I found out that they had terminated my voice over wifi service and insisted I would need to pay more money to resume the service. The company will only let you contact them by phone now. No email or text is allowed. They used to have excellent service before partnering with Dish (or being bought by). I have tried to contact them again but either the call ends abruptly or they will not transfer me to a supervisor. The first operator I had told me they didnt have supervisors. The call center appears to be in ***** which caused some communication issues on the phone. I enlisted my credit cards help and they refunded the money but have reinstated the charge. I understand this isnt their responsibility but mine. My phone service here will not work at all since we are rural and have terrible ***************** There are not cell towers here.I maintain that I paid for a year and that is a two way street. They had a responsibility to provide the services they sold me. They sold me service for a year which included wifi calling. They ended that after 2 months. They wouldnt release my number when I switched to another provider. They kept all my money when I only should be charged for the two month they provided the service. I would like 10 months of the monies refunded to me.

  Business Response

  Date: 10/27/2022

  October 26, 2022
  
  
  
  Ms. ***************************
  314 *************************************
  ****, ** 18837
  
  Re:          BBB Complaint #********
                  A00145294 - ************
  
  Dear **************:
  
  On October 24, 2022, we received your complaint, dated October 22, 2022, filed with the Better Business Bureau.
  
  You stated that on May 25, 2022, you purchased an annual plan, but after two months, you were unable to make calls over Wi-Fi. You were unable to get this resolved through customer service, as you did not want to pay more money to use the service. You also stated that you were unable to port your number over to your new provider. You said you disputed the charges with your credit card company and received the funds back;however, you said you have been charged again. You requested a refund for ten months.
  
  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.
  
  Republic Wireless 5.0 plans do have available Wi-Fi calling; however, it is not built-in. Your phone must have that functionality with the Wi-Fi setting enabled. Phones purchased before December 2021 have a compatibility considered as-is, and there is no guarantee that Wi-Fi calling will work. We regret any inconvenience.
  
  I attempted to contact you on two separate occasions; however, the line was answered and immediately disconnected. Our records indicate that the charges are still being disputed with your financial institution. Another chargeback occurred on October 19, 2022.Therefore, we are unable to process a refund at this time. Once the dispute is resolved with your bank, we can revisit the matter.
  
  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: 11/07/2022

   

  I  have  recieved my credit as of 10/14. I just saw this today.Thank you for your assistance.
  

   

  --

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

  All it takes for a evil to triumph

  is for the good man to do nothing.