Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,968 total complaints in the last 3 years.
- 1,500 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/24/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have not heard from the business in response to my complaint.Customer Answer
Date: 04/24/2025
Charged for a product that was misleading in informationCustomer Answer
Date: 04/24/2025
On April 8th. I ***** ***** went to activate my boost mobile phone. Upon talking with a representative i was told i would need a new line. I went ahead with the purchase of a new line. I was told be representative to provide the phone that the account will be under wich is a ******** stylus 5g. Representative then told me my phone was compatible for e-sim. Was told by representative that i could activate my phone my self without needing to go anywhere. So i went ahead and intiated the sale. Upon activsting e -sim the app boost said to use would not let me use a e-sim. I then contacted boost live chat and was told that my ******** stylus 5g phone is not compatible with e-sim. I address my concerns that the sale was made based on a e sim and that information was fasley given out and would like a refund due to being lied. I was told there was nothing that could be done from live agent *******. Wich i then i asked for a supervisor as i felt i cheated out my money. Supervisor Nikko was provided and just looped in circles on what was on the live chat only and disregarded my fustration of the lies on their website and customer representatives stating my Motorla stylus 5g phone was co.patible for e sim. I made it a point that the phone will only be used for a week so not like for continuous billing. I w was told that would be fine but i woukd have to enroll in auto pay to activate line so i did just that. And when going to activate i was left with no phone no nunber no nothing. I specifically wanted e sim i was not provided with it instead they decided to ship a sim card out that does no justification as the phone would not be needed by then. Just looking to get my refund for the ***** i paod under false pre tenseBusiness Response
Date: 05/12/2025
April 29, 2025
Mr. ***** *****
***********************************************************************;
Re: BBB Complaint #********
************** - ************
Dear ************************** 25, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.
You said that you were told your device could accept an eSIM;however, you found it incompatible, and you were then told to purchase a SIM kit. You expressed concern regarding the information you received, and you requested a refund.
My attempts to contact you by phone on April 26 and 29, 2025, were unsuccessful; however, I left a voice message each time.
A review of your account shows no evidence that customer care advised you that your device would work with an eSIM. Nonetheless, I requested a refund of your single payment of $16.58. Please allow five to seven 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
cc: ****** /******* Better Business Bureau
******************************************;
******, CO 80210
****** ********Initial Complaint
Date:04/23/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
How it started off I thought I had a $60 plan but I had a $55 plan and theyve been charging me 9417 for a while nowand I thought that was the price I have unlimited plus and then they tell me that I dont I think theres something wrong with this and I wanted to get it resolved. Please help meBusiness Response
Date: 05/09/2025
May 2, 2025
Ms. ****** ********
***********************************************************
********, ** 97236
Re: BBB Complaint #********
************ -************
Dear ***************************** 24, 2025, we received your complaint, dated April 23, 2025, filed with the Better Business Bureau.
You stated that you are being charged $94.37 per month when you have a $60.00 plan. You requested a refund.
A review of your account found your monthly statement generates on the 22nd of every month. On September 20, 2024 (partially through your billing cycle), you financed an Apple iPhone 16 Plus, increasing your monthly charges to $94.37. As of April 22, 2025 your account reflects the Unlimited+ Plan and $34.17 for device financing.
For the most accurate view of plan details, monthly billing and payment history, log into the Boost Mobile application or website.
If there are further questions or concerns about this issue, you may contact me at **************.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:04/23/2025
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I tried to cancel the service and get a refund for an unused month of service with no prevail. I was hoping for a refund due to being disgruntled with the service. I no longer wish to have service with the provider and further more have not HAD service given from this provider. to ignore my refund is bad for business and does not demonstrate qualities of someone who is trying to give good customer service. Summary. Service not provided for this month. Hoping to get a refund because I do not have access to the service I am paying for from you guys which is unjust to charge funds for.Business Response
Date: 05/09/2025
April 25, 2025
Ms. ***** *****
*******************
*******, WA 99163
Re: BBB Complaint #********
51883705746222 -************
Dear ************************** 24, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.
You said that you canceled because your service was not *********** requested a refund of your last payment, but it was denied.
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. A review of your account reveals that your last payment of $26.51 was refunded on April 24, 2025, regardless.
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
cc: ****** /******* Better Business Bureau
*************************************************;
******, CO 80210
****** ********Initial Complaint
Date:04/23/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
*his been going on for 3 mon*h , in february boost *old me pu* in my new sim card. Firs* of all i never had a new sim card, *ha* when i* all s*ar*ed. I had called numerous *ime. My calls are ben ***** *hey can no* heard me. I don * ge* all my calls. I* s*a*e ***** are *urn off. I have *o pu* on my wifi *o use my mobile da*a. I called *hem numerous *ime. i had *o called ou* from my work phone , *hey even *ry *o fix i*. They claim *hey was going *o send me ou* a new phone. When i had *o be verified, *hey had someone else informa*ion asking me abou*. I *old *hem *ha* a securi*y beach, i know who i m . Someone from **********, i live in ********. This all s*ar*ed when *hey *old me *o pu* in a new sim card. I have *o go near **** *o make calls. I have *alk *o supor*, abou* 25 *imes and cus*omer service abou* 30. *his is riduclus , bu* you ll s*ill wan* me *o pay my bill. Like i *old *he suppor* manager, maybe if i have bbb send i* over, i ll ge* a call and some*hing done. I have been wi*h boost for 14 years, *his crazy. If *hey look back on my accoun* *hey see *he loyal*y member i am. No credi* was giving. i record *he inciden* wi*h suppor* and verifica*ion, giving me and asking me *he wrong informa*ion, i have someone else informa*ion ou*. Tha* a securi*y breach. I need someone from accoun* specialis* *o call me, i need a new phone and credi* my billing. I have all *he documen*. All i m ge**ing is a run around, *ha* no* good for business, even *he cus*omer service lady escala*ed i* and s*a*ed someone need *o give her a call back as soon as possible. I have *he documen* when *he *ex* had *o manual verify , when i could you my phone *ha* i paid for. They claim *hey was sending ou* a free cheron , i have no* receiver i*. Is *his how you ll *rea* your loyal*y member, ***** **** unsa*isfied loyal*y member **********Business Response
Date: 05/16/2025
May 15, 2025
Ms. ***** ****
*********************************br>************************
Re: BBB Complaint #********
************ - ************
Dear ************************* 24, 2025, we received your complaint, dated April 23, 2025, filed with the Better Business Bureau.
You stated that you were notified you had to insert a new *** card, but you did not receive one. You also said that you have to be on Wi-Fi to use the phone and when you called customer care to report these issues,you were not able to pass the security verification. You indicated that technical support told you they were going to send you a free phone. You requested assistance.
We are committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. If a caller cannot verify the account, we would not be able to provide any assistance on the account.
Our records indicate that a network swap was processed on February 18, 2025. You should have received a replacement *** card by mail shortly beforehand. As you stated that you did not, we placed an order for one.The *** card should arrive in 3 to 5 business days. If you need assistance with installing and activating the *** card, please call customer care at *************** or visit a local Boost Mobile retail store.
Please note that Boost Mobile does not ship devices to customers unless an order is placed and paid for through our website.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Customer Answer
Date: 05/19/2025
Complain*: 23242562
I am rejec*ing *his response because: because I never ask for a sim card, boost mobile did *ha* by i*self. Imy phone had been down since you s*a*ed pu* in your sim card. . I never paid for one cause I never as for a sim card. And abou* securi*y my policy was hack. They had *o escala*e *he problem, my verifica*ion was someonevelse verifica*ion informa*ion. This problem been going on for four mon*h and no one reason ou*. **************** manage escaped *ge problem on my verifica*ion. Tha*vno*hing *o play wi*h when you have someone else informa*ion was under my informa*ion. I been wi*h you ll for 14 mon*hs. I* s no reason my mobli don * work and has no* work unless I *urn on wireless. If you can * no* help, bu* ye* you ll was s*ill charging me a bill . I have all *he *ime I spoke *o suppor*. And I record *he verifica*ion i* s was for someone name ***** ****** in **********. Even *he supervisor over *here s*a*ed *ha* no* good and escala*ed righ* away. Someone need *o call me. I m paying for service *ha* no* working all *he *ime. Suppor* *ried *o help. They did so many *es*s. The phone keep saying vo*e off can receive call. They *he one s*a*ed you need a new phone send *o you. My phone number is **********. WhAT YOU LL GOING TO DO ABOUT SOMEONE ELSE IN MY VERFICATION THE MESS UP.
Sincerely,
***** ****Business Response
Date: 06/02/2025
May 28, 2025
Ms. ***** ****
****************
************************
Re: BBB Complaint #********
************ - *************
Dear Ms. *************** May 28, 2025, we received your rebuttal, dated May *******, filed with the Better Business Bureau.
You rejected our response stating that you never asked for a new SIM card and never paid for one. You also indicated that the security questions you are asked are not about you. In addition, you mentioned technical trouble.
A new SIM card was sent to you proactively by Boost Mobile as part of the network change that occurred in February 2025. The active SIM card on the account was activated on February 18. 2025. As you have called customer care many times from the phone number on the account, this confirms that you have a valid SIM card inserted in the device.
The security questions generated by our account verification team are based upon the Social Security Number provided by the customer. If the information provided is incorrect, or the number is inputted incorrectly, this would cause incorrect information to be gathered for the verification. This is not an indication of fraud.
Our records indicate that troubleshooting has not been completed for the issues you described. Please contact customer care and complete troubleshooting to determine the nature of any technical problems you might be experiencing.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************
******,CO 80210
***** *****Initial Complaint
Date:04/22/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was going on a 10-day international trip and I called Boost mobile of Feb 6th to inquire how I could receive calls and text while abroad. The customer agent specifically told me that there was no added charge but just a $0.68 activation fee I needed to pay. I did so (with a charge to my cc) and confidently traveled. While on the trip, I proceeded to add 1gig of data for $10 through the Boost Mobile app. I was shocked to see a $122 bill for later that month, up from my monthly bill of $71.63. The next month I got a $92.64 bill. My latest bill for ***** is also showing $92.64. I have spoken to three separate agents complaining about these charges and requesting a refund. I was told a refund will not be made because I requested for a Global Roaming add-on. I have asked for the recorded call of Feb 6th to be referenced so they hear what I was told by their agent. They claim they have and that the call shows I was told about this. I have asked what the $0.68 activation charge was for if I was going to be paying $20 for the global roaming, no one can answer that question and claim they don't know what the charge is for. I need Boost mobile to refund the over $70 extra charges on my account.Business Response
Date: 05/09/2025
***** 30, 2025
Mr. ******** ******
*********************
********************
Re: BBB Complaint #********
************** -************
Dear *************************** 23, 2025 we received your complaint, dated ***** 22, 2025, filed with the Better Business Bureau.
You stated that you called in on February 6, 2025, to inquire about what services you needed to use your phone ********** were informed that it would cost $0.68 to add Global Roaming to your plan that day. Due to increased charges on your bill in both March and *****, you requested a refund.
A review of your account found that you were informed of the full cost to add Global Roaming to your plan. You were also advised to remove it before the next billing cycle to avoid unwanted charges.
Our terms and conditions state that we do not prorate charges for plan extras; the $0.68 you paid that day counted toward the total cost of Global Roaming for the February 2025 billing cycle. It was added to your account after the bill for February had been created, pushing the charge forward to appear on your March bill.
You are able to add or remove plan extras at any time via the Boost Mobile app or website. When you spoke with customer care, Global Roaming was removed at your request immediately, preventing future charges, and a refund for the March and ***** charges was issued to the credit card ending in 1009. Please allow 7-10 business days for processing. Your account has also been credited for one month of service for the inconvenience.
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,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Customer Answer
Date: 05/09/2025
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:04/22/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They refuse to take back phones and want to charge me thousands of dollars for phones I can't use nor want to use their company has done me wrong and I no longer use them.Business Response
Date: 05/27/2025
May 23, 2025
Ms. ******** *******
**********************************************************************;
Re: BBB Complaint #********
************
Dear **************************** 30, 2025, we received your complaint, dated April 22, 2025, filed with the Better Business Bureau.
You said you want to return your phones and although you have made several requests, we refuse to take them back.
As stated in my phone and email messages to you on May 22, 2025, you need to provide the account number these phones are associated with, the **** numbers for each phone and the purchase receipt for each of them. Once you provide this information, we will be able to determine if these devices qualify for a return/refund.
Please note that phones can only be returned within 30 days of their purchase date.They must be in new or near new condition with no damage, and in their original packaging.
You can email the information requested above to ********************************************************.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:04/22/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I order this online and I have everything from bank statements to emails of everything. I called about my refund and they only refunded me one phone I been calling about the other one ever since then and they refuse to send me my other half of my money. Their call center told me to talk to my bank and I told them that you took my money and cant even give it back to me when I even have receipts that it went back to them and Ive never gotten my refund. They told me to go through my bank to get my refund this is uncalled for.Business Response
Date: 05/15/2025
May 12, 2025
Ms. ******** ********
************************** J106
*******, WA 98204
Re: BBB Complaint #********
************** - ************
Dear ***************************** 22, 2025, we received your complaint, dated April 22, 2025, filed with the Better Business Bureau.
You stated that you placed an order online for two devices with our service. This order was canceled and you called in to inquire about a refund, but you did not receive one. You requested to receive a full refund.
Our records indicate that an order was placed on March ******, and a payment of $340.98 processed. This payment included the cost of the devices plus tax and the first month of service for each. The order was canceled internally, the devices returned to our warehouse and the service was never activated.
Our records show that three refunds ($55.65 on March *******, $110.49 on March 18, 2025, and $174.84 on April 24, 2025) were processed,totaling $340.98; please confirm receipt with your financial institution.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
***** *****Initial Complaint
Date:04/22/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boost Mobile will not unlock my ***** G100 cellphone. Phone still locked even though they say it is unlocked. ***** the phone manufacturer says only Boost Mobile can unlock phone. Boost mobile either unable or unwilling to unlock the phone. I can not sell or use the phone while it is locked. Seeking the phone to be unlocked by Boost.Business Response
Date: 04/30/2025
April 25, 2025
Mr. ****** *****
**********************************************************
Re: BBB Complaint #********
159609451396 - ************
Dear ************************** 22, 2025, we received your complaint, dated April 22, 2025, filed with the Better Business Bureau.
You said that your request to have your device unlocked has not been honored.
We have advised you a number of times through the complaint you filed with the ********************************* that your device reflects unlocked on our end. In fact, it was never locked by Boost Mobile and we recommend that you contact the manufacturer. Regrettably,we are unable to provide you with further assistance.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** SteffaniCustomer Answer
Date: 04/30/2025
Complaint: 23236607
I am rejecting this response because:Phone still shows as locked. Put Boost Mobile sim in phone shows 4glte connecton and shows connected Boost TMobile. Put Tracphone Tmobile sim in phone, or any other non Boost sim, phone shows locked sim. Phone is not unlocked, please look at the pictures.
Called my local Boost Mobile store, they said they could not unlock the phone only the 800 number at Boost could help.
Contacted the *** (*****) as per your suggestion. ***** said based on the phone IMEI, the phone was sold by Boost. They told me they had no way to unlock the phone, the phone has to be unlocked by the cell phone provider which put the lock on the phone.
***** support email:
*** Support
From:*******************************************************
To:*************************
Thu, Apr 17 at 6:09 PM
Hi *** *****,
Greetings from *** Global Support.
We value the importance of your concern and regret the inconvenience caused to you. We will surely help you to resolve your query.
In response to your concern regarding your ***** G100 Phone, we want to ensure we fully understand and address your lock related concerns, and we would like to inform you that yes your ***** G100 is locked by Boost Mobile which can only be resolved by your network provider directly. Further, it depends on your network provider how they can provide you the resolution for unlocking your device. Hence, we recommend reaching out to Boost Mobile for assistance. They will be able to provide you with the necessary steps or unlock code to resolve this matter. We hope you understand and this is helpful for you.
If there are any questions or if we can assist you further in any way, please don't hesitate to reach out. We would be delighted to address any concerns you might have or explore how we can better meet your needs.
Once again, thank you for being a part of our journey. We hope to have the privilege of serving you again in the future.
So either you are lying, or your system can't unlock the phone. Can you try to unlock it again. You keep sending the same response back it is unlocked, but it is not unlocked.Either way you owe me an unlock or send me a check for $45.00 and I will go buy an unlocked one off eBay.
Next step for me is to to go to small claims court.
Business Response
Date: 05/07/2025
May 7, 2025
Mr. ****** *****
**************
*************************;
Re: BBB Complaint #********
************ - ************
Dear Mr. **************** May 6, 2025, we received your rebuttal, dated May 6, 2025,filed with the Better Business Bureau.
You rejected our response stating that you contacted the manufacturer who told you that we locked your device. You would like it unlocked or to be compensated.
Our records reflect that your device is unlocked in our system. Enclosed is evidence reflecting this. We are unable to assist any further and we will not be providing compensation.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
Enclosure
cc: ****** /******* Better Business Bureau
******************************************;
******, CO 80210
****** SteffaniCustomer Answer
Date: 05/08/2025
Complaint: 23236607
I am rejecting this response because:I thought you may have unlocked the phone, but I put my working AT&T sim chip into the Boost locked ***** G100 and it still shows the phone is locked. Please retry to unlock the phone. There are many threads on Reddit stating the same issue with other Boost Mobile locked phones from both Android and Apple. Something about an old system from T-Mobile and a new system from Boost depending on the age of the device. Can you please ask the technical department at Boost to check again to get my phone unlocked? ***** can not unlock the phone. In the last contact I provided *****'s response to unlocking the phone and several screen shots showing the phone is still locked and displaying an error with my AT&T sim installed and actively showing a 4G LTE with the Boost Mobile sim card installed.
There is nothing ***** or I can do to fix this. The only way it is going to work is if you correctly unlock the phone from your network. Please ask the technical department at Boost to try the unlock again. It has been over a year that I have been waiting for the phone to be unlocked. I was assured by the phone help desk people this would not be a problem to get the unlock after I had service for one year. Still can't use the phone. While the screen you shared shows the phone is unlocked, the screen shots I sent last time show it is not unlocked.
Sincerely,
****** *****Initial Complaint
Date:04/22/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
April 11, 2025 We placed an order with Boost Mobile for cell phone service, including 2 phones. We went through all of their rules and regulations, credit check. We were emailed a contract to sign and send back. On April 14, 2025 got an email were working on shipping your order **** well send you a shipping confirmation with tracking information as soon as its been shipped. On April 14, 2025 I called Boost the guy I spoke with said wed have the phones in 3-5 days. Today April 22, 2025 I called Boost they informed me the order was canceled yesterday the 21st. Why, I asked, I was directed to another department. She confirmed everything was in order paperwork was signed and credit check passed but she had no more information as to why it was canceled. She stated Boost canceled it for whatever reason and they arent sharing it.Business Response
Date: 05/15/2025
May 13, 2025
Mr. ***** ********
**********************************************************************
Re: BBB Complaint #********
************** - ************
Dear Mr. ******************* April 22, 2025, we received your complaint, dated April 22, 2025, filed with the Better Business Bureau.
You stated that you placed an order for two devices and service on April 11, 2025. The order was canceled on April 21, 2025, and no explanation was given. You requested that you be told why the order was canceled.
Our records confirm that the order was placed on April *******, and a payment of $75.60 processed. The order was canceled on April *******, and a refund for the payment issued. Please note that the service was never activated.
There are many causes for an order to be canceled, but we are regretfully unable to disclose the specific reason.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Initial Complaint
Date:04/22/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Unlocking my device from ******************** to use with Boost Mobile. I have some devices from ******************** that do not work with Boost Mobile and needs to be unlocked to work with Boost Mobile.Business Response
Date: 05/15/2025
May 13, 2025
Ms. ***** *****
********************
**************************;
Re: BBB Complaint #********
************ - ************
Dear ************************** 22, 2025, we received your complaint, dated April 22, 2025, filed with the Better Business Bureau.
You said you have multiple phones that need to be unlocked to work with our service.
When I spoke to your son *******, he provided IMEI *************** for the *** phone that he said you wanted unlocked to use with another carrier. I was able to initiate the unlocking process, but I explained to him that it requires Oracle Mobile Authenticator PIN (OMA PIN) ****************. I provided this to him, but it did not work immediately; therefore, he said he would visit a retail store or use online resources to assist with completing this process. We have therefore, unlocked the phone in our system and there is nothing more we can do.
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
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Customer Answer
Date: 05/28/2025
The issue has not been resolved yet and I would like Boost Mobile to reach out.
Business Response
Date: 06/09/2025
June 5, 2025
Ms. ***** *****
**********************************
*********************
Re: BBB Complaint #********
************ -2025-06-11325
Dear ************************* 3, 2025, we received your rebuttal,dated June 3, 2025, filed with the Better Business Bureau.
You said the issue has not been resolved and you would like to be contacted.
As stated in my voicemail message today, when I spoke to your son ******* on May 13, 2025, he provided IMEI *************** for the *** phone he said you wanted unlocked. I initiated the unlocking process, but I explained that this would require an Oracle Mobile Authenticator PIN (*** PIN) of **************** to be entered.
The phone has been released from our system and there is nothing more that we can do. Please enter the *** PIN when prompted. I recommend that you contact ************** customer service at *************** for additional assistance.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********
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