Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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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

5,083 total complaints in the last 3 years.
1,543 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:12/01/2022
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 phone fell in toilet so I ordered a new phone from boost mobile website. it's *** dec 1st ***** I've been trying to activate my new device since Tuesday. Apparently the phone I received brand new in the box that I opened is reported stolen. &They still haven't activated my new device they claim they are investigating .I'm emotionally drained @ this point dealing with these people ! I can't understand most of what they are saying & I'm still without phone service.! How is a legit cellular company manage to sell a phone that has been reported stolen??? This is definitely not the first issue I've had with this company! But this tops it all!!let's see if call #5 gets it fixed today.
Business Response
Date: 12/22/2022
December 21, 2022

*****************************
3515 ******.
*****, ** 62914

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

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

On December 2, 2022, we received your complaint, dated December 1, 2022, filed with the Better Business Bureau.

You said you ordered a phone but could not activate it because it was marked as lost/stolen. You requested a refund.

A review of our records indicates that our Order Support Team previously provided you with a return label. The device in question was received and your payment of $31.86 was refunded.

Rarely, during the activation of a device, a system issue causes the device to be marked as lost/stolen.

We sincerely regret any inconvenience this issue may have caused.

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

                *********************
Initial Complaint
Date:11/30/2022
Type:Delivery 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.
Boost mobile refuse to give account number in order to change carrier. After they pick up the call put me on hold for hours and no one answers. They use this method to force staying with them if want to keep the phone number
Business Response
Date: 12/27/2022
December 22, 2022

Mr. *******************
462 ********., #2
Sewaren, ** 07077

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

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

On December 2, 2022, we received your complaint, dated December 1, 2022, filed with the Better Business Bureau.

You said you were unable to obtain your account number when you called in. You requested your account number so you can port your phone number to another service provider.

Please note that phone number portability is regulated by the ********************************* (FCC) and Boost Mobile 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 ******'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.

We take our customers' security very seriously, and we want to ensure that we protect you and your account. In order to get your account number, you will have to visit a ******************** store.

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

Sincerely,

*******************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Tuesday through Saturday 8:00 am - 4:30 pm MT
**************

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

*********************
Initial Complaint
Date:11/30/2022
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 paid $25 this month for 5GB data, I wanted to migrate to Mint Mobile, and keep my number. The entire point of paying again this month (which I paid on November 25th) was to be able to port my old number, **************. However, after a lengthy call with Boost ************** I was unable to collect the information needed to do so. I have accepted my fate, and got a new number through Mint. Since I was unable to port my number through Boost Mobile (violation of Title 47. Telegraphs, Telephones, and Radiotelegraphs; Chapter 5. Wire or Radio Communication; General Provisions), I ask for at the very least a refund of my last payment as reparation.
Business Response
Date: 12/28/2022
December 28, 2022

***************************
12301 **********.
**********, ** 40299

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

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

On December 2, 2022, we received your complaint, dated November 30, 2022, filed with the Better Business Bureau.

You stated that you are unable to obtain your account number to port your service to a new wireless carrier. You requested a refund of $25.00 for your last month of service.

We are committed to protecting the privacy of our customers,and in accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a Personal Identification Number (***) verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes. If the *** cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.Additionally, as your account remained active for the entirety of your final month of service, we respectfully decline your request for a refund.

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

Sincerely,

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

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

                *********************
Customer Answer
Date: 12/28/2022

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,

***********************
The pin is ****, the number was **************
Initial Complaint
Date:11/30/2022
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.
My wife and I have been Republic Wireless customers for about 7 years. After Republic Wireless was acquired by Dish, I received an email stating that legacy members would be eligible for a $5 monthly discount upon upgrading to the Only What You Need plan. It also stated that members that upgraded their plan AND purchased a new phone would receive a $50 credit. I reached out to customer service and they confirmed that we were eligible to receive these discounts and if we did not upgrade our then current phones would no longer work with the service after the planned service changes went into effect . I activated the new Only What You Need plan on June 30, 2022, which was before the June 30, 2022 11:59pm due date for these promotions. I noticed that my June bill did not reflect the $5 monthly discount for myself or my wife. I reached out to Republic customer service about this, and they assured me that the discount would be reflected in our July bill. I have reached out to customer service at least 5 times now and although every representative has been extremely pleasant they have all promised resolutions that have never fully realized. At this point my account has been changed to the appropriate monthly billing charge, but I have never received the $50 credit that was promised for purchasing a new phone. I was also only credited for 2 of the 4 months at $5 each that I was overcharged. Expected total refund for myself = $50 for phone+ $10 ($5 for each of 2 months of overcharge)= $60.My wife's account has never been corrected to the promised lower monthly rate and she has also received the $50 phone credit. Expected total refund for my wife= $50 for phone + $30 ($5 for each of 6 months of overcharge= $80 AND LOWERED MONTHLY BILL.I've attached the 4/19/22 promotional email as well as the statements for myself and my wife for the last 365 days.3/29 $69 credits were for Relay devices. Credits for remainder of prepaid annual plans: 7/12 $57.42, 7/19 $56.43
Business Response
Date: 12/07/2022
December 6, 2022

*******************************
20 *********.
*********, ** 12561

Re:          BBB Complaint #********
                A00181454 - *************

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

On December 1, 2022, we received your complaint, dated November 30, 2022, filed with the Better Business Bureau.

You stated that you have not received the credits that were promised for upgrading your and your wifes service plans. You requested that a $60.00 credit be applied to your account and an $80.00 credit be applied to your wifes account, along with a monthly $5.00 discount.

I attempted to contact you by phone at ************** on December 5 and 6, 2022, but was unable to reach you. I left a message and I sent an email to ************************.

As a courtesy, I applied a one-time credit of $60.00 to your account. However, I was unable to locate your wifes account with the information provided in your complaint. Please contact me directly by phone at ************** or by email at ************************* so I can assist you further.

Sincerely,

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

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

                *********************
Customer Answer
Date: 12/09/2022

Complaint: 18486371

I am rejecting this response because:
No credits/adjustments have been made to my wife's account.  ************************* called and left messages on 12/2 and 12/6. I called ************************* twice on 12/6/2022 and left a voicemail during the second call with my contact information and my wife's account information. I followed-up this voicemail with an email to ************************* on 12/7/22. ************************* has not contacted me since I called or emailed and no changes have been made to my wife's account. The requested credits have however been applied to my account.

Sincerely,

***************************
Business Response
Date: 12/16/2022
December 16, 2022

*******************************
20 *********.
*********, ** 12561

Re:          BBB Complaint #********
                A00187538 - *************

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

On December 15, 2022, we received your rebuttal, dated December 15, 2022, filed with the Better Business Bureau.

You stated that the $5.00 monthly discount still has not been applied to your wifes account, but that the $50.00 one-time credit has been applied. You requested that we apply the monthly $5.00 credit.

As I advised you by email, the credit has been applied;however, it will not be reflected until the next monthly statement is generated on December 28, 2022.

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 MT
**************

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

                *********************
Customer Answer
Date: 01/07/2023

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:11/30/2022
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 had been a customer of ******************** for about 5 years. My husband both had a phone with them. After changing my phone number we started having issues with my husband's and my phones communicating. For some reason when I would text my husband from my cell phone it would show up as a number we had never heard of or known. I spent several hours on the phone with boost customer service and they kept telling me it would be fixed within 24 hours. After calling them at least 3 times or more and trying to get them to fix the problem we decided to cancel our service. We waited about 2 weeks and decided to start our service again with new numbers. I got online and tried to restart the service myself but instead of buying the service, by accident, I bought a Sim-Card, which I didn't know till I went back and looked. The Sim-Card was $*****. But we already had Sim-Cards for our phones. I called Boost Mobile right away and they told me that I would have to call a local Boost Mobile store. I called the store and they told me that I should be able to return it for a refund. I called Boost again and got someone who kept making excuses about why I couldn't return the sim card. I then wrote the president of Boost Mobile a letter and have not heard from them. Also, they charged us to reactivate our phones after they caused the problem of our phones not being able to communicate. They charged us an extra 20 dollars to activate our phones. I would like to send the sim card back and get our ***** back. I would also like the ***** back that we had to pay to activate our phones. If we had not had the problem with our phones communicating we would have never deactivated our service. Also, they owe us about 54 dollars for turning our phones off early and not giving us a refund. So as I see it they owe us ***** Thanks so much, if you don't understand something please give us a call at ************ home or ************ cell. Thanks so much. As you can see they charged us 4 times on our bank account. I understand the $104.00 charge but our monthly bill was supposed to be $100.00. Again for $27.02 and I don't know what that was for and again for $27.00 not sure what that was for and again for the ***** which was for the Sim Card. Thanks. Again if you have any questions please contact us.
Initial Complaint
Date:11/30/2022
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.
In October of this year. I purchased a tablet through Boost mobile. I'm on the Affordable Connectivity Program. The tablet cost me *****. Was part of a promotion through Boost mobile. The tablet is damaged. I went to that store yesterday. And was informed that wouldn't replace it. Was told I would have to contact the *** program. That they would have to replace it. I called and was told they are not responsible for replacing the tablet. That boost mobile was. I purchased it there. Have continued to get the run around. Plus rude treatment. I even asked could I repurchase the tablet. Could I pay ***** for it. The tablet was a gift for my grandson. I was told there was nothing they could do. I just want the tablet replaced. Or to repurchase it at that price. Don't see why that is so hard for them to do. As soon as I can find another phone carrier. I'm gonna cancel my service with boost mobile. This is a very poor way to treat thier customers. If the BBB can help. I would greatly appreciate it. Thank You.
Business Response
Date: 12/13/2022
December 12, 2022

***************************************
808 ***************., Apt. 5
*****, ** 22835

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

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

On December 9, 2022, we received your complaint, dated December 7, 2022, filed with the Better Business Bureau.

You stated that you purchased a tablet at a Boost Mobile retail location for $16.95 as part of a promotion. You stated that the tablet is broken, and you requested that we replace the tablet.

As I advised you by email, all Boost Mobile retail locations are independently owned and operated. This allows them to offer their own device pricing and promotions. Additionally, they are permitted to set their own policies related to returns and exchanges. Please reach out directly to the retail location in question with any issues related to this transaction.

Please also be advised that our Boost Mobile Terms and Conditions disclose that new equipment is sold with a one-year manufacturer's warranty. Boost Mobile does not manage these warranties, and any device issues requiring warranty assistance should be directed to the equipment manufacturer.

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

Sincerely,

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

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

                *********************
Customer Answer
Date: 12/13/2022

Complaint: 18451895

I am rejecting this response because:

Sincerely,

***********************************
Customer Answer
Date: 01/06/2023
Complaint. I have been in touch with the company that makes the tablet. Said I would have to send the tablet back for repairs. Sent them a copy of the receipt. Showing I purchased the tablet at Boost mobile. That was 12/17/2022. Haven't heard back from them. The company is Alcatel.
Business Response
Date: 01/09/2023
January 9, 2023

***************************************
808 ***************., Apt. 5
*****, ** 22835

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

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

On January 6, 2023, we received your rebuttal, dated January 6, 2023, filed with the Better Business Bureau.

You stated that you contacted the manufacturer of your tablet, ******** who advised you that your tablet would need to be sent back for repair. You said that more clarification was requested surrounding the in-store purchase of your tablet.

Please be advised that as ******* has no relationship with Boost Mobile, you will need to reach out to ******* directly for more information about the repair process for your tablet. We regret any inconvenience this may cause.

As I previously advised you, all Boost Mobile retail locations are independently owned and operated. As independent businesses,these retail locations maintain their own device inventory and may offer their own promotions as they see fit. Please contact the location directly for more information related to their policies or promotions.

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: 01/09/2023

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:11/30/2022
Type:Customer Service 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 11/25/2022, I entered the Boost Mobile store located at ************************************************************ to upgrade my phone. The store associate was telling me about the new Celero device that had just come out and how big the storage size was. I decided to purchase this new device and was excited to try it out. Everything was fine until 11/26/22 around 4pm, my device just started shutting off and restarting by itself so I attempted a few troubleshooting steps and reset the device thinking that would help and nothing changed. The device continued to shut off. On 11/27/22, I returned to the store to inform them of the issues I was having, the associate did a reset on the device and advised I give it a few more days to see if it does it again. As soon as I got home, my phone shut off and restarted again so I contacted Boost and was told that because it's only been 2 days since purchasing, I'm still under the 7 day store warranty and that they would be the ones that need to replace my device or issue a refund since it's been less than 7 days and that my phone showed signs of a manufacturer problem. I returned to the store and let them know what I was told by Boost **************** and the associate said no refunds, no exchanges all sales are final. So I asked, are you guys seriously going to just take my money when I'm showing you this device is defected? She responded, the owner doesn't allow refunds or exchanges. I find it highly unfair and disappointing that a business can sell someone a defected product and basically just take my money. I'm a mother of 5 small children and I can't afford for anyone to just take money from me. Then I spoke to the owner and he told me that it's his business and he doesn't have to listen to Boost rules or policies. My question is how is it possible to mistreat a customer due to bad business working under Boost name then say "I don't have to abide by Boost rules and policies" How is this fair? Please help me, this can't possibly be legal.
Business Response
Date: 12/30/2022
December 30, 2022

****************************************
853 ************.
*********, ** 75134

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

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

On December 8, 2022, we received your complaint, dated December 7, 2022, filed with the Better Business Bureau.

You said you purchased a Celero phone on November 25, 2022, from a Boost Mobile retail location that began to malfunction two days later. You indicated you returned to the store and asked for a refund, but your request was denied. You also expressed concern with the customer service you experienced. You requested to return the phone for a refund.

A review of our records indicates 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 through Saturday 8:00 am - 4:30 pm MT
**************

Enclosure

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

*********************
Initial Complaint
Date:11/29/2022
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.
Phone: ************. Boost mobile has been my cell phone carrier since 2014. The day before Thanksgiving I saw my phone had an SOS icon on the corner. I discovered I couldn't log on to any of my accounts, banking, email, AppleID, etc. I was on my way out of town. When I realized that large amounts of money were being taken from my account, we identified the problem as a Sim swap. This person had virtual control of my cellphone. When he opened any app on my phone he could change the password since the institution would verify the identity via text. It was during Thanksgiving, and none of the banks answered the phone. I couldn't report the fraud until 4 am the day after Thanksgiving. By then over $15,000 had been withdrawn from my online ****************** account, Zelled to my ************** checking account, and transferred out. Money was taken from my ************** account too.I repeatedly called Boost to report the Sim swap. They refused to help me because the scammer had changed the four-digit Boost pin and I could not provide the exact date of my last transaction since I was out of town. They told me to go to a physical store with my driver's license. I went to three different stores, but with the same result, the employees at these stores said they couldn't help me. It is, November 29, 2022, and the scammer still has control of my phone and all my information.The person has used my Paypal account. Yesterday two charges for $8,111 were made on my business credit card, which I was able to reverse. I have called Boost more than 10 times, but they have refused to help me. They are protecting the scammer, but not the customer. I've lost business, I've lost a lot of money, and I haven't slept in days, not to mention the hours in front of my computer trying to stop the fraud. I was informed that the line would remain active for three months after I stopped paying the bill. Today I called again and they said the scammer had made a payment in a store.
Business Response
Date: 12/22/2022
December 21, 2022

************************************************************************************************** 90039

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

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

On December 1, 2022, we received your complaint, dated November 29, 2022, filed with the Better Business Bureau.

You expressed frustration with a sim-swap on your account that you claim happened without your authorization.

At Boost Mobile, ensuring the security of our customersdata and personal information is a high priority. While
Sim-Swap scams involving Boost Mobile customers are rare,our goal is to prevent them from happening at all. We know this has been highly frustrating for you, and our team is committed to investigating this issue and discovering how the fraud occurred.

We are continuously evaluating and improving our processes to prevent scams from occurring. Recently, Boost
Mobile implemented several procedures within our customer care operations to prevent fraudsters from manipulating the system. We appreciate you bringing this to our attention and sharing your experience with us.
These Sim-Swap scams are an industry-wide issue and no carrier is immune. We encourage all mobile users, whether they are a customer of ******************** or one of our competitors, to learn how they can prevent these scams from impacting them. Our goal remains delivering an exceptional experience for our customers.

Boost Mobile is vigilant about fraud and works to protect our customers while ensuring they can legally access their account information when needed. Boost Mobile has investigated this case and found it to be sim-swap fraud. More information on this type of fraud is available via the ******* Communications Commission.

Boost Mobile is not liable for the money that was stolen from your financial accounts, as the financial fraud involves a hack into a separate account unaffiliated with Boost Mobile. We encourage you to continue pursuing the return of your currency through channels with the proper oversight. While Boost Mobile does not have control over financial accounts,you can find more information on securing your accounts via each partys individual website.

Our records indicate your Boost Mobile account was disconnected on December 8, 2022.

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

Sincerely,

***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Hours: Mon ***, 8:00 am to 4:30 pm MT
**************

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

                *****************************
Initial Complaint
Date:11/29/2022
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.
they made us get new phones we did but not from them. they said this would fix our horrable service it didnt and now they say since our new phones just got hooked up we have to wait a year to get our phone network released to change carriers. they no longer have corporate offices and the web site and customer support keep hanging up on me because i have called so many time. they told me to contact ******* support which i did and ******* says that the network is not responding to our brand new top of the line phones. Boost will no longer ************* or hang up on me everytime i call because they cant figure out. i have been on the phone with them at least 25 or 30 times in the last month and last week was hung up on 10 or more times and they refuse to call back. when i could get through to the supervisor they say that there is no one higher to talk to and that they cannot help me. ******* said i need to get moved to a new network because the problem is the network we have. this is not a contract with them it is a pay by the month phone arrangement and no one told us that when we hooked up our new phones if they didnt work we couldnt move carriers for a year because thats there "new phone" policy even though we didnt buy or phones from them
Business Response
Date: 12/09/2022
December 5,2022

*****************************
5909 **********************, Apt. 2
***********, ** 61607

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

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

On December 1, 2022, we received your complaint, dated November 29, 2022, filed with the Better Business Bureau.

You requested that your device be unlocked.

Boost Mobile will unlock a device under the following circumstances:

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

Your 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.

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).

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:11/29/2022
Type:Sales and Advertising 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 recently ported my number to ******** I had a $35 credit on my account that I had pre-paid myself. I requested the money back, before the switch. The number was ************. I still have not received any refund from Boost. I would like the $35 refunded back to me.
Business Response
Date: 12/21/2022
December 20, 2022

Mr. *********************
P.O. Box 269146
************, ** 46226

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

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

On December 1, 2022, we received your complaint, dated November 29, 2022, filed with the Better Business Bureau.

You stated that you had an account credit of $35.00 when you canceled your account. You requested that we issue a refund for this balance.

Please be advised that the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable;any unused funds remaining on an account when service is canceled will be forfeited.

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

Sincerely,

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

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

*********************
Customer Answer
Date: 12/21/2022

Complaint: 18477060

I am rejecting this response because: I requested a refund, before the service was canceled. I would like a refund issued to me for the $35.00.

Sincerely,

*********************
Business Response
Date: 01/12/2023
January 10, 2023

Mr. *********************
PO Box 269146
************, ** 46226

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

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

On January 9, 2023, we received your rebuttal, dated January 9, 2023, filed with the Better Business Bureau.

You stated that you requested the refund of $35.00 prior to canceling your service. You requested that we refund your prepaid account balance of $35.00.

As I previously advised you, Boost Mobiles terms and conditions specifically state that any payments remitted to Boost Mobile are final and non-refundable. Nevertheless, I have submitted a refund request of $35.00 for your prepaid account balance. Please allow 10 to 14 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

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

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