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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

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    Customer Complaints Summary

    • 4,984 total complaints in the last 3 years.
    • 1,563 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 told me I needed a new phone for the *** card needed for their network upgrade to work. I bought an iPhone on the Boost website. The webpage advertises no service contract. I moved in March to an area without Boost coverage. I went to ******* who told me my phone was locked. I called Boost on March *************************************************************** 2-3 days. I called again a week later and was again told it would be unlocked. I checked again and phone was still locked, I called and this time was told they would not unlock it because I had not yet used it for ************************************************************************************************************************************************************************************************** that it cannot be unlocked before 12 months. Customers have to search the FAQs to learn this. I believe their advertising and selling of the phones as "no contract" is deliberately misleading.

      Business Response

      Date: 06/13/2022

      June 11, 2022


      *****************************
      13650 **********************************.
      **********, ** 68883
      Re:BBB Complaint #********
      475839300 - 3771145
      Dear ****************:
      On May 19, 2022, we received your complaint, dated May 19, 2022, filed with the Better Business Bureau.
      You said you paid for your phone in full. You indicated you requested your phone to be unlocked on March 13, 2022, yet it is still locked. You requested a refund. 
      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
      Our records indicate that your phone was unlocked on March 19, 2022.
      *** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. 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). 
      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. New Boost Mobile branded devices purchased from any of our authorized third-party retailers 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. Your phone was purchased on February 18, 2022. Unfortunately, your request for a refund cannot be met, as it is outside of the allotted seven-day time frame.
      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
      3801 **************., #*** 
      ******, ** 80210
      *********************

      Customer Answer

      Date: 06/13/2022

       
      Complaint: 17221626

      I am rejecting this response because: Boost just keeps repeating its policy after the fact rather than disclosing its policy when purchasing the phone. My complaint was for false advertising. 

      Sincerely,

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

      Business Response

      Date: 06/21/2022

      June 18, 2022


      *****************************
      13650 **********************************.
      **********, ** 68883
      Re:BBB Complaint #********
      475839300 - 3773522
      Dear ****************:
      On June 16, 2022, we received your rebuttal, dated June 16, 2022, filed with the Better Business Bureau.
      You expressed concern that Boost Mobile's policy for unlocking phones is not available to a customer during the purchasing process.
      Boost Mobiles unlock policy is available to the general public on our website at: https://www.boostmobile.com/about/legal/regulatory.html. 
      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
      3801 **************., #*** 
      ******, ** 80210
      *********************

      Customer Answer

      Date: 06/24/2022

       
      Complaint: 17221626

      I am rejecting this response because: Boost advertised their phone as "no service contract" and expects the consumer to search their website for a policy buried within the Regulatory webpage, within the Legal page, within the About page. That is quite a bit of hunting to find a policy that could be disclosed at the time of purchase. 

      Sincerely,

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

      Business Response

      Date: 07/01/2022

      June 30, 2022


      *****************************
      13650 **********************************.
      **********, ** 68883
      Re:BBB Complaint #********
      475839300  - 3774461
      Dear ****************:
      On June 28, 2022, we received your second rebuttal, dated June 28, 2022, filed with the Better Business Bureau.
      You continue to express concern with Boost Mobile's phone unlocking policy.
      Please note that Boost Mobile complies with the ******* Communications Commissions regulation for phone unlocking, as stated on their webpage https://www.fcc.gov/general/cell-phone-unlocking. We regret that you do not agree.
      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
      3801 **************., #*** 
      ******, ** 80210
      *********************

      Customer Answer

      Date: 07/20/2022

      ************************* has not addressed their misleading claim that there is no service contract or failure to disclose that the phone is locked other than providing a link to a policy webpage that a customer would have to be unusually diligent to discover. 

      Regards, 

      ******

    • Initial Complaint

      Date:05/19/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 contacted by Boost mobile in 2021. Boost stated I must upgrade my phone to support new 5G technology. I am attempting to changes cell phone providers because the 5G technology does not work properly. I call Boost Mobile on 5/18/2022 to unlock my phone. I was told that my phone could not be unlocked due to having service less than 12 months. I have had a active account with Boost Mobile for more than 5 years. I would not have upgraded my phone except they insisted it had to be done. I believe they should unlock the phone based on the amount of time I have had their service.

      Business Response

      Date: 05/23/2022

      May 20, 2022


      *****************************
      3620 ******** Mill Road
      *********, ** 27019
      Re:BBB Complaint #********
      214009109 - 3771144
      Dear ****************:
      On May 19, 2022, we received your complaint, dated May 19, 2022, filed with the Better Business Bureau.
      You stated that you upgraded your device to be compatible with the Expanded Network, but the 5G network did not work for you. You requested your device be unlocked. 
      Boost Mobile has historically provided service on the **** Network, which was operated by Sprint. After Sprint and T-Mobile merged in July 2021, T-Mobile announced its plan to shut down the remaining Sprint cellular towers, meaning phones that access the Sprint Network will no longer work. Despite our requests to delay this, T-Mobile refused and the old networkand all phones/devices on itstopped working on March 31, 2022. 
      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
      Even though your device has not been active on your account for the required 12 months, your unlock request has been granted as an exception; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile *** card is inserted.
      *** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. 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,


      ***** Lund 
      Corporate Case Manager 
      Executive Escalations Team 
      Boost Mobile 
      Hours: M-F, 8:00 am - 4:30 pm MT 
      ************** 
      cc: ****** / ******* Better Business Bureau
      3801 **************., #*** 
      ******, ** 80210
      *****************************

      Customer Answer

      Date: 05/23/2022

       
      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:05/18/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a customer at ******************** for ~5 years. In October of 2021, 7 months ago, I purchased a new phone from Boost and continued my service with Boost until mid May 2022. The Phone I purchased in Oct'21, was purchased outright at market rate, with no special offers or discounts. Boost has not kept their monthly service plans competitive and so I have decided to switch carriers to a more competitive plan. Until now I have not had any issues with the service from Boost. Boost has refused to unlock my my phone that I purchased at market rate in an attempt to trap me in a non-competitive service plan. Their online customer service is now refusing to respond to a request to turn autopay off in an attempt to charge me against my wishes and instructions. I am requesting boost to either unlock my phone or purchase it back for the price I paid (I can send it to them) and also stop charging my credit card for a monthly service, refunding any charges made after 5/18/2022.

      Business Response

      Date: 05/23/2022

      May 20, 2022


      ***********************
      883 ****************************************************
      ******, ** 41094
      Re:BBB Complaint #********
      171319599 - 3771143
      Dear ****************:
      On May 19, 2022, we received your complaint, dated May 18, 2022, filed with the Better Business Bureau.
      You said you wish to cancel your Boost Mobile service due to the cost. You requested your device be unlocked, but you were told it was ineligible. You stated that you were unable to remove autopay from your account. You requested a refund of any charges after May 18, 2022, and you expressed dissatisfaction with the level of customer service you experienced.
      ******************** 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
      Although your device has not been active on your account for 12 months, I made an exception and your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on with the Boost Mobile *** card inserted.
      *** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. 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). 
      A review of your account shows that autopay has already been removed. Please note you may update payment information on your online account or with the Boost Mobile app at any time. You may also make changes to your plan if there is a better cost option for you.
      The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. There have been no payments made after May 18, 2022; therefore, your refund request is respectfully denied. Please be aware that you will need your Boost Mobile account to remain active to successfully port your telephone number to a new provider. 
      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,


      ***** Lund 
      Corporate Case Manager 
      Executive Escalations Team 
      Boost Mobile
      Hours: M-F, 8:00 am - 4:30 pm MT 
      ************** 
      cc: ****** / ******* Better Business Bureau
      3801 **************., #*** 
      ******, ** 80210
      *****************************

    • Initial Complaint

      Date:05/18/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      About 3 weeks ago I had paid my **** the same day I paid my **** I broke my phone and had no access to it .I went to the boost mobile store located at ********************************************** to try and activate a new phone but there was an issue with my 4 digit pin I could not access because of the broken phone I showed them my drivers license verifying it was my account they still did not give me access to my account to try and resolve the issue so I could get a new phone with the same number and a different pin number I lost accessing to a lot of important information that I had connected with that number like my email and different social media's I would like to see if you can resovel the problem for me Thank you.

      Business Response

      Date: 06/08/2022

      June 3, 2022


      *******************************
      823 *******************.
      ***********, ** 78226
      Re:BBB Complaint #********
      897606392 - 3771141
      Dear ********************:
      On May 19, 2022, we received your complaint, dated May 18, 2022, filed with the Better Business Bureau.
      You stated that you needed to purchase a new phone, but you were unable to confirm your four-digit PIN. You requested that we allow you to reset your PIN.
      When we spoke by phone on June 2, 2022, I verified your billing card, your last payment date, and the amount of your last payment. After you verified this information, I changed your PIN to a four-digit number of your choice. I advised you to keep this number in a secure location (not on your phone) so you can refer to it in the future.
      If there are further questions or concerns about this issue, please feel free to contact me at **************.
      Sincerely,


      *******************************
      Corporate Case Manager
      Executive Escalations Team
      Boost Mobile
      Hours: 8:00 am - 4:30 pm MT M-F 
      **************
      cc: ****** / ******* Better Business Bureau
      3801 **************., #*** 
      ******, ** 80210
      *********************

    • Initial Complaint

      Date:05/18/2022

      Type:Product Issues
      Status:
      Answered
      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.
      The contact number for this Boost account is ************, and the account number is *********, security code ******* switched from Boost to another carrier on May 4, 2022. I called Boost that day to get the account numbers to port our lines to the new carrier, and during that conversation the Boost agent saw that we had been overcharged $10 on our service and offered to refund that amount plus the remaining 21 days in the billing month that we would not be using, approximately $100 total. She said she would suspend the line that we were not porting, and issue the refund within 3-5 business days. We wanted patiently until May 10th; this phone number was still receiving spam calls & texts, and the refund has not been issued. I called again and spoke to a man who apologized for the confusion, deactivated the line, and said he was submitting a request to have our refund expedited. On May 18th, when we had still not received any refund or contact from Boost, I called a third time and after a long hold spoke to Supervisor ***********************. *********** told me that the agents were never authorized to offer refunds, and no request was ever documented. He said he requested that a refund be made and that his request was also denied, like the previous ones (which he had just told me he had no record of). *********** told me that there was no one else to escalate this complaint to immediately, but he would request a member of Management to call me within the next 72 hours. I had to insist that he take down my new contact number, which he did not ask for even knowing that the phone number on my account was out of service. I just want the refund that was initially offered, and a complaint filed against Boost Mobile for providing false information multiple times and then refusing to honor what their representatives stated they would do.Thank you.

      Business Response

      Date: 05/24/2022

      May 24, 2022


      ********************************************
      502 ********., Apt. 901
      *******, ** 79416
      Re:BBB Complaint #********
      760070680 - 3771139
      Dear *****************************:
      On May 19, 2022, we received your complaint, dated May 18, 2022, filed with the Better Business Bureau.
      You stated that while attempting to port out your telephone number, our agent realized that you had been overcharged by $10.00 and offered to refund this amount. You also stated that you were told you would receive a refund for the remainder of the service period. You requested a refund of $100.00.
      My attempts to contact you at ************** and ************** on May 19 and 23, 2022, were unsuccessful, but I was able to leave a message. I also emailed ******************** with a request that you contact me.
      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. As I was unable to locate any evidence showing that you had been offered a refund, your request is respectfully denied. However, as an exception, I requested a refund for the $10.00 balance remaining on your account at the time of cancellation. 
      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: 8:00 am - 4:30 pm MT M-F 
      **************
      cc: ****** / ******* Better Business Bureau
      3801 **************., #*** 
      ******, ** 80210
      *********************

    • Initial Complaint

      Date:05/18/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 ported my number from ** Mobile to Boost Mobile *************). I have called these people over and over and I am either told the port is pending, get hung up on, or transferred to Sprint / T-Mobile. My phone still does not work and they took the funds that I put into my account ($60.00). My online statement says that I owe them $50.00. I bought the phone from them in full already. It seems like they are trying to steal my phone number and my first payment because I do not have service and there is nobody to talk to.

      Business Response

      Date: 06/13/2022

      June 11, 2022


      Mr. *******************
      1391 **********., Apt. 242
      ********, ** 43212
      Re:BBB Complaint #********
      621271693557 - 3771131
      Dear ************:
      On May 19, 2022, we received your complaint, dated May 18, 2022, filed with the Better Business Bureau.
      You said you attempted to port your number from ** Mobile to Boost Mobile and you paid $60.00 for service. You indicated your phone number has not been ported yet, and you have been unable to use the service. 
      My attempts to contact you on June 7 and 8, 2022, at ************** were unsuccessful, but I left a message each time. I also sent an email to ****************** with a request that you contact me. As I was unable to speak with you, I did not take any action regarding your account.
      We regret that your initial experience was discouraging, and we look forward to having the opportunity to provide you with excellent service in the future.
      If there are further questions or concerns about this issue, please feel free to contact me at **************.
      Sincerely,


      *******************
      Corporate Case Manager
      Executive Escalations Team
      Boost Mobile
      Phone Hours: Tuesday through Saturday 8:00 am - 4:30 pm MT
      **************
      cc: ****** / ******* Better Business Bureau
      3801 **************., #*** 
      ******, ** 80210
      *********************

    • Initial Complaint

      Date:05/18/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 moved to Boost mobile on December 2021 from being an ATT customer for years. The first month of service was good, no complaints, but when it came to my first month's payment, the nightmare begun. First of all, before my fist month expired, I used all my data, so I had to add 1 gb ($5) of more data to it. A few days later, when my montlhy plan was supposed to be renewed, it did not happened. The charged me for the monthly fee but the plan was not renewed. a few days after, I received an email from them stating that my line was suspended. Besides of being charged. I decided to manually pay again to see if the service would restore. I paid, and still suspended. At this point, after many and many calls, the **************** always repeat the same to me: "Your line is ok, we can see it is not suspended" For some reason, every time I call them on the phone, it was very hard to get somebody to help me because they have like 2 different systems (The New Boost, and the Old Boost), and when you call, you are automatically directed to the old system and they seems not to know there is a New Boost so it is a very hard time to explain to them and get correctly transferred to the right customer service center. I mentioned this just as a negative plus to the whole process I went through the 20+ times I called them. After weeks of calls and promises of my service being restored, I never received a positive solution. I decided to move on and change the carrier. Then, I found out that due to the "mess" they had with my line, I was unable to transfer my number out of their network. I used my account number (found on ********************************** and my PIN, I called them to confirm the numbers and nothing worked. The other carriers always told me the same: There are problems with your line with boost that is not allowing us to get your number from them. As of today, I was forced to use a different number and my old one is still trapped into Boost System. I want my number back, that's all.

      Business Response

      Date: 06/02/2022

      June 1, 2022


      *********************************
      7680 ***********., P4
      *******, ** 33321
      Re:BBB Complaint #********
      563535125356 - 3771014
      Dear ****************:
      On May 18, 2022, we received your complaint, dated May 18, 2022, filed with the Better Business Bureau.
      You said you made your monthly payment, but your account was suspended a few days later. You requested that we allow you to port your telephone number to a new carrier.
      When we spoke by phone on May 31, 2022, I informed you that your account was suspended due to a chargeback from your bank we received on February 9, 2022. I also told you that due to the amount of time that has passed since the cancellation of your account, we are unable to recover your phone number.
      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: 8:00 am - 4:30 pm MT M-F 
      **************
      cc: ****** / ******* Better Business Bureau
      3801 **************., #*** 
      ******, ** 80210
      *********************

    • Initial Complaint

      Date:05/17/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 May 6th I started attempting to port my phone number from Republic Wireless (RW) to another carrier. I started out by asking RW my account number for the port request. The first account number they gave me for the port did not work so again I called RW and they gave me a new account number for the port request, which again did not work. After both port attempts did not work, RW told me they could manually complete the port request in 3-5 days. 10 days have now passed and my phone number has still not been released by RW. I just want my phone number released/ported to my new carrier. The phone number I'm trying to port out of RW is ************.

      Business Response

      Date: 05/24/2022

      May 24, 2022


      *******************************
      1020 ********************
      ***********, ** 87113
      Re:BBB Complaint #********
      4776174252 - 3771003
      Dear ******************:
      On May 18, 2022, we received your complaint, dated May 17, 2022, filed with the Better Business Bureau.
      You expressed concern that you have been unable to port your phone number to another carrier. You requested this be completed. 
      We corresponded via email. 
      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.
      I advised you that I contacted our porting team and they informed me that there was an error with the account number in your porting request. They said to resubmit the request, as the error has now been corrected. 
      You informed me that after resubmitting the request, the port was successful as of May 23, 2022. We regret any difficulty or delay you experienced. 
      If there are further questions or concerns about this issue, please feel free to contact me at **************.
      Sincerely,


      ***** Lund 
      Corporate Case Manager 
      Executive Escalations Team 
      Republic Wireless
      Hours: M-F, 8:00 am - 4:30 pm MT 
      ************** 
      cc: ****** / ******* Better Business Bureau
      3801 **************., #*** 
      ******, ** 80210
      *****************************

      Customer Answer

      Date: 05/25/2022

       
      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:05/17/2022

      Type:Billing Issues
      Status:
      Answered
      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 switched from boost Mobile back in September of 2021. May of this year I paid a friend of mine's **** which was only supposed to be $5 and they charged me $39 because they charged me an extra $4 for using my debit card and I called back and I got a $34 refund for this I was okay with this but I just looked at my bank records and they charged me twice $39 on May 3rd I cannot get them to listen to anything that I have to say they tell me when I asked to be passed up to a supervisor they tell me that that's not possible and none of them can speak very good English so I have a hard time understanding them and when I asked to speak to another representative that speaks better English I get informed that that's not possible. Now of course this is after at least 30 minutes or more of going through their automated phone system to get to a live representative so I was charged $39 twice on May 3rd and then I was reimbursed 34 now that took care of one of the $39 charges the other the second one I should be reimbursed completely. And with the customer service rep that I just spoke with with boost Mobile he sees in his computer that there was a double charge and he can't stop and listen that I should get $39 back The name on the account that I paid on is *************************** and her phone number is ************ and her pin was **** I do not have an account with them but I used my credit card to pay *************************** $5 a month **** I don't have any documentation to upload for you you can reach out to *************************** for confirmation she should be calling them right now

      Business Response

      Date: 06/10/2022

      June 9, 2022


      *****************************
      9969 ************
      ******, ** 85345
      Re:BBB Complaint #********
      412713374 - 3771021
      Dear **************:
      On May 18, 2022, we received your complaint, dated May 17, 2022, filed with the Better Business Bureau.
      You indicated that you paid your friends **** in May 2022, which was only supposed to be $5.00. You said that you were charged $39.00, which included a $4.00 payment fee. After processing the payment, you contacted an agent and a refund was processed on your behalf for $34.00. You said you later discovered that you were charged twice for $39.00; however, the second charge has not been refunded back to you.
      My attempts to contact you by phone at ************** on June 8 and 9, 2022, were unsuccessful, and there was no option to leave a voice message. I also sent an email to ************************* with a request that you contact me.
      A review of ******************************* account reveals that she is enrolled in a $35.00 monthly rate plan. On May 2, 2022, we received two payments of $39.00 each. Because of the overpayment, a refund of $34.00 was processed on May 8, 2022, per your request. The remaining payment has been applied to ******************** service for May 2, 2022, through June 1, 2022.
      The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; therefore, we are unable to provide you with a refund.
      We strive to provide excellent service and we regret that your experience was unfavorable.
      If there are further questions or concerns about this issue, please feel free to contact me at **************.
      Sincerely,


      ***********************
      Corporate Case Manager
      Executive Escalations Team
      Boost Mobile
      Phone Hours: Monday - Friday 7:00 AM - 3:30 PM MT
      **************
      cc: ****** / ******* Better Business Bureau
      3801 **************., #***
      ******, ** 80210
      *********************

    • Initial Complaint

      Date:05/17/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 double charged in the months of February, March, and April from this company. I tried to resolve the issue and I even went into the store to pay my **** for the month of May to avoid being double charged again but was still double charged. I have spoken to the boost mobile customer service multiple times about this with little to no help. There is also a "balance due" on my account which should not be there, I pay my **** in full and on time every month and they have not been able to explain this balance nor have they removed it. This has been very time consuming and extremely frustrating.

      Business Response

      Date: 06/13/2022

      June 11, 2022


      ***************************
      3229 **********.
      Ashtabula, ** 44004
      Re:BBB Complaint #********
      154212982 - 3771020
      Dear ******************:
      On May 18, 2022, we received your complaint, dated May 17, 2022, filed with the Better Business Bureau.
      You said you were charged double in February 2022. You also expressed concern with the customer service you experienced. 
      When we spoke, I advised you that Boost Mobile only received one payment in February 2022. You said you have already disputed the second payment with your bank and they reimbursed you for it. 
      We strive to provide excellent service and we regret that your experience was unfavorable. Boost Mobile appreciates your business and we thank you for your continued loyalty.
      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
      3801 **************., #*** 
      ******, ** 80210
      *********************

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