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
- 4,983 total complaints in the last 3 years.
- 1,567 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:05/13/2022
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 made an online purchase on boost mobile website for a refurbished phone on 11/06/2021 i never received the phone because ***** couldn't find my address, so they sent it right back i been calling them and calling and they always seem to hang up on me all the time. The whole total was ****** i have attached the emails that were sent to me well when i tried emailing them they said that they couldnt find my order number in the system idk i jus want my money bakBusiness Response
Date: 06/06/2022
June 2, 2022
******************************************************
307 ********************.
********, ** 85128
Re:BBB Complaint #********
3770565
Dear ********************:
On May 13, 2022, we received your complaint, dated May 13, 2022, filed with the Better Business Bureau.
You stated that you ordered a Boost Mobile phone online, but it was lost in transit. You requested that we refund you for the lost phone.
When we spoke by phone on June 1, 2022, I advised you that we were able to confirm that we have received the phone back from the carrier. We have issued a refund of $177.29 as you requested. Please allow **** 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 Escalations Team
Boost Mobile
Hours: 8:00 am - 4:30 pm MT M-F
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*********************Customer Answer
Date: 06/06/2022
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,
*********************************Customer Answer
Date: 06/22/2022
Complaint: 17198322
I am rejecting this response because:I never received my refund
Sincerely,
*********************************Business Response
Date: 06/29/2022
June 29, 2022
******************************************************
307 ********************.
********, ** 85128
Re:BBB Complaint # ********
3774105
Dear ********************:
On June 24, 2022, we received your rebuttal, dated June 24, 2022, filed with the Better Business Bureau.
You stated that you still have not received a refund for your phone which was returned to Boost Mobile.
Our records indicate that this refund was issued on June 21, 2022. Please allow **** business days for the funds to be processed. We apologize for any inconvenience this delay may have caused.
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:05/12/2022
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.
Last October, I was informed by Boost Mobile that I needed to install a new sim card into my phone so that it would be compatible with their new network. My husband was informed that he would need to purchase a new phone to make it compatible with their new network. We did both. They upgraded their network. Now, we have to drive three miles to get a signal at our vacation home in **********. I have contacted them twice about this issue. They now inform me that we BOTH need to purchase new phones in order for them to function with their new network. My husband's phone was specifically purchased to be compatible with their upgrade. It is seven months old, and as soon as they upgraded their network, it did not work. Nor does mine. I have also been told that if they change their network, they need to provide us with a new phone to be compatible with the changes. They have not done that. I want them to provide us with phones that will work with their new network as well as the old phones did. I am not receiving the service I pay for, and I want them to make it right.Business Response
Date: 06/01/2022
May 28, 2022
*********************************
2187 ***********.
****************, ** 86403
Re:BBB Complaint #********
408591677 - 3770564
Dear ****************:
On May 13, 2022, we received your complaint, dated May 12, 2022, filed with the Better Business Bureau.
You said you purchased phones to have both of your accounts migrated to the Expanded Network. You indicated that you did not have network coverage near your vacation home in ********** and requested the phones be replaced.
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 it (including yours)started being decommissioned on March 31, 2022.
Your phone was activated on June 29, 2021, and was migrated to the Expanded Network on October 23, 2021. Our records indicate you were able to utilize your service since that time.
As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings, basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls while indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such.
Unfortunately, your request for free replacement phones cannot be met.
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: 06/03/2022
Complaint: 17197145
I am rejecting this response because:1) I never requested new phones. I was contacted by Boost to be informed that I needed to upgrade my phone and my husband needed to purchase a new phone in order to be compatible with the new and improved network. Nowhere in the attached copy of the email did we request a new phone. In fact, on page 1, it says in bold type, Upgrade required. On the second page, it again instructs us to upgrade the phone in order to avoid service interruption. We did so.
2) Before this upgrade, we had good strong cellular service within 50 yards of our house. We want this same quality of service, or we want to be reimbursed for the cost of the replacement phone that Boost Mobile was aware would not work in their new network. I have attached a copy of the receipt. It is within Boost Mobile's control to reimburse me for out of pocket expenses incurred by their sloppy network.
Sincerely,
*****************************Business Response
Date: 06/13/2022
June 11, 2022
*********************************
2187 ***********.
****************, ** 86403
Re:BBB Complaint #********
408591677 - 3772556
Dear ****************:
On June 7, 2022, we received your rebuttal, dated June 7, 2022, filed with the Better Business Bureau.
You said you purchased new phones to migrate to the Expanded Network per Boost Mobiles instruction. You mentioned the network coverage near your vacation home is weaker after you migrated to the Expanded Network. You maintain your request for compensation.
As previously stated, T-Mobile decommissioned the **** Network despite Boost Mobiles attempts to delay it from happening.
Additionally, Boost Mobile does not guarantee network coverage or the quality of wireless service due to conditions beyond our control. Please note that the nature of wireless signal precludes any carrier from seamless coverage.
Unfortunately, your request for compensation cannot be met.
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 - Saturday 8:00 am - 4:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*********************Customer Answer
Date: 06/15/2022
Complaint: 17197145
I am rejecting this response because:This is not acceptable. I am just the end user in this situation. I do not know what a **** network is. I do know that Boost Mobile - not T Mobile - ordered us to purchase a new phone in order to be compatible with their new network. (Please review the email I attached to my last communication regarding the necessity of this purchase.) In their reply to my rebuttal, Boost Mobile admitted that they were aware that T Mobile was decommissioning the **** network. It doesnt matter WHEN it was decommissioned. What matters is that Boost Mobile was aware of it, and still ordered us to upgrade our hardware. All we expected from our out of pocket expenses was that the new hardware would function as well or better than the old hardware. Boost changed our service, and is throwing T Mobile under the bus as a result. I am at a loss to understand how it is T Mobiles fault that Boost Mobile ordered us to purchase new hardware, when T Mobile was not the company that contacted us with this requirement. Boost Mobile does not guarantee network coverage or the quality of wireless service due to conditions beyond (their) control (great marketing strategy, by the way), but I still want to be reimbursed for the expenses I incurred because of Boost Mobiles misleading sales gimmick. If Boost will reimburse my money, I will go away quietly and never bother them again.
Sincerely,
*****************************Initial Complaint
Date:05/12/2022
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.
So, boost mobile plans 5g rollout, floods my phone with texts, calls, and email about this. You NEED second phone to activate new 5g. I do not have a second phone. They said they sent me a sim I did not receive. For a whole week in April, after paying my ****, my phone service was disrupted and I was put in roaming network unable to make and recieve calls or sms. Now here in May, they have done it once again. My phone is in roaming network and I am unable to contact my doctor's ****** or family. I got a screenshot of new notification that states May 31st is 3g network shutdown; not May 12th. I feel I have been harassed over this whole ordeal since November 2021 and have been a loyal consumer of Boost Coverage for over 8 years now; auto paying my ****. I AM GRANDFATHERED IN (3g/4g/LTE w/$50 unlimited monthly) as long as I keep my **** paid! I find it controlling and unethical to conduct business in this way. Boost mobile USED TO BE my trusted sidekick. I feel so disgusted that they would do this. I am suffering with a rare skin disease and need to communicate with my physicians and I do not have time to be jerked around by this company NO longer! I need help to make the message clear to them that;First: May 31st is May 31st Second: if 5g sim is pushed the way they are handling this ... They will lose a once loyal consumer base; which I believe consists of more than just myself.Third: they have no right to turn off my already paid for service in the middle of my billing period. I am not sure what we can do in this situation... But it would sure be nice to be able to have what I paid for... At the least.Business Response
Date: 05/16/2022
May 16, 2022
*******************************
139 ************
**********, ** 17976
Re:BBB Complaint #********
375457474 - 3770439
Dear ****************:
On May 12, 2022, we received your complaint, dated May 12, 2022, filed with the Better Business Bureau.
You expressed concern about the **** Network shutdown.
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.
If you would like to continue to receive Boost Mobile service, you must buy a new phone or upgrade to a SIM card compatible with our Expanded Network. If your plan is also not compatible, please select an available one. We strongly suggest that you visit https://www.boostmobile.com/support/faq/plans-services/cdma-migration.html or your nearest Boost Mobile store for more information.
We regret any inconvenience you may have 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
Boost Mobile
Hours: M-F, 8:00 am - 4:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*****************************Initial Complaint
Date:05/11/2022
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'm a current Boost customer who was enrolled in the Emergency Broadband Benefit Program, which ended on 12/31/2021. I signed up for the replacement program, the Affordable Connectivity Program, and received an e-mail from Boost on 3/13/2022 stating that my *** application had been approved, with instructions how to complete the activation of the new *** benefit plan (*** Phone Plan 10GB). Unfortunately, just as it was with the *** plan activation last July, the steps for the activation don't work and the activation of the *** plan is not possible. THERE IS NO OPTION TO ACTIVATE THE NEW *** PLAN. YOU ARE ONLY GIVEN AN OPTION TO ACTIVATE A NEW DEVICE, WHICH I DON'T HAVE. The only way that last year's *** plan activation was resolved was for me to file a complaint with the BBB and FCC. Finally, on 7/13/21, a Sr. ***** Case Manager named ***************** contacted me and the problem was resolved. After I was approved for the new *** program on 3/13/22, I contacted customer service countless times for help with activation, and was told that the issue would be escalated. It's now 2 months later, I've heard back from no one, and the problem still exists. Two days ago, I got a text stating that to continue receiving a discount through ***, I needed to visit a Boost store to re-enroll in the program. I ALREADY RE-ENROLLED AND WAS APPROVED 2 MONTHS AGO. Besides that, going to a store is not an option, because when I had the *** problem, I was told by several stores that they don't handle these types of issues, so I had to contact customer service. This is absolutely unbelievable to me. Two months of waiting for customer service to fix this with no results. I would like someone from Boost/Dish Network's corporate office to contact me to get this resolved once and for all, because from my own personal experience, their customer service is of zero help!!! (Additional info, if required: *** Enrollment # is ******* & Re-Boost Card number is **************. Plan: *** Phone Plan 10GB.)Business Response
Date: 05/23/2022
May 20, 2022
*************************
8800 ********., Spc. 60
Canoga Park, ** 91304
Re:BBB Complaint #********
905342687 - 3770438
Dear **************:
On May 12, 2022, we received your complaint, dated May 11, 2022, filed with the Better Business Bureau.
You said you were previously enrolled in the Emergency Broadband Benefit Program (EBBP), which transitioned to the Affordable Connectivity Program (ACP). You indicated you were approved for the **** but it has not been applied to your account.
My attempts to contact you on May 19 and 20, 2022, at ************** were unsuccessful, but I left a message each time. I also sent an email to ******************* with a request that you contact me.
The ** Government recently passed legislation that created the **** which helps ensure that households can afford the broadband they need for work, school, and more. The benefit provides a discount of up to $30 per month toward internet/phone service for eligible households. The program is funded by Congress, and it will end once the funds are depleted. Customers in the program will be notified prior to benefits ending). There is a limit of one ACP per eligible household. Each household is also eligible for a one-time broadband device benefit.
To clarify, this is not a Boost Mobile planit is a government plan, which we have no control over.
I confirmed that you have been approved for the **** yet the final step to have it activated on your account has not been completed.
Go to https://acp.boostmobile.com/Enrollment/Boost/en/Web/www/default/index.html#!/newHome or visit a local participating Boost Mobile store to enroll into the **** If you want to enroll at a store, use Find A Store on boostmobile.com to locate one in your area. It is advised to call the store first to confirm they participate in the ****
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: 05/23/2022
Complaint: 17192960
I am rejecting this response because:I returned both of ***** calls (on 5/19 at 2:06pm and on 5/20 at 1:20pm PDT). His e-mail and voice mail message both state that he works on Saturday, so I called him at 9:28am on 5/21. He did not answer or call me back. For him to tell me to sign up for the Affordable Connectivity Program with Boost is unbelievable. That is what I have been trying to do with Boost's customer service since 3/14/22, when I enrolled inand was approved for the program. Per Boost's approval mail, I'm supposed to log in to my account and select the *** plan that I want to switch to. Unfortunately, that plan is not listed, so how can I possibly select it? I would like to speak to ******************* to finally get this resolved. I will call him at 6:30am PST on Tuesday, 5/24, and consecutive days as needed, until he picks up. If I am not able to reach him then, I will call on Saturday 5/28, and if he does actually work on Saturdays, as stated, I hope that he will either pick up when I call, or at least call me back. Thank you.
Sincerely,
*********************Business Response
Date: 05/26/2022
May 26, 2022
*************************
8800 ********., Spc. 60
Canoga Park, ** 91304
Re:BBB Complaint #********
905342687 - 3771756
Dear **************:
On May 26, 2022, we received your rebuttal, dated May 26, 2022, filed with the Better Business Bureau.
You maintain that you have not been able to have the Affordable Connectivity Program (***) applied to your Boost Mobile account. You requested I contact you for assistance.
When we spoke, I advised you it would be necessary to visit a Boost Mobile store to have the *** activated on your Boost Mobile account. I reached out to Boost Mobile stores in your area on your behalf and left you a voicemail informing you that two locations participate in the ***.
21305 **********., Stw. 101, Canoga Park, ** 91304
Telephone Number **************
20205 **********., Winnetka, ** 91306
Telephone 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
Phone Hours: Tuesday through Saturday 8:00 am - 4:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*********************Initial Complaint
Date:05/11/2022
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 have been with Boost Mobile for probably 10 years. Recently they changed to a 5G Network and I bought a NEW phone from them, (Galaxy ******) because my other phone stopped working. Boost sold me a LEMON and could NOT activate the NEW phone on their NEW 5G NETWORK. Several REPS tried and for more than 2 months they Failed. I am requesting a refund for the month of April 2022 where they charged me for service when they could NOT provide service. They refunded me for only 1 month, May 2022, but NOT APRIL 2022, when they did not provide service for more than 2 months. They also did not provide a phone solution until today, 11 MAY ******************************************************************************** Their representatives have made several false statements. I spoke with a service supervisor, who refused to give her ID. They need to return money for services NOT rendered.Business Response
Date: 06/08/2022
June 7, 2022
***************************
713 ***** St.
******, ** 71701
Re:BBB Complaint #********
226591336 - 3770437
Dear **************:
On May 12, 2022, we received your complaint, dated May 11, 2022, filed with the Better Business Bureau.
You indicated that you recently purchased a new phone because your other phone stopped working. You stated that the device could not be activated for over two months. You said you were only provided with a refund for one month instead of two. You requested an additional refund for May 2022 when you were unable to use your phone.
My attempts to contact you on June 2 and 7, 2022, were unsuccessful, and there was no option to leave a message. I also sent an email to ******************* with a request that you contact me.
A review of your account reveals that during the **** cycle for the service from April 6, 2022, to May 5, 2022, shows there was significant usage; therefore, we are unable to provide you with a refund. Please also note, the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable.
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:05/11/2022
Type:Sales and Advertising 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 ordered a phone from Boost Mobile online 1/28/22 for $421.19 and immediately received a text from my credit card company Capitol One asking if I had made a purchase for $842.38. I had not, they had charged me for two phones. I immediately called Boost Mobile and relayed I had purchased only one phone and I was charged for two. I was told by Boost mobile agent that they had corrected the charge and I would receive only one phone and my credit card would be reimbursed. On 2/2/22 I received two phones in the mail. I called Boost Mobile as soon as I received both phones and relayed they had sent me two phones when it was supposed to be one phone. I was told they would send me return packaging to return the phone to them. Several days went by and I did not receive any return packaging. I called them again and relayed I still had no received any return packaging. I was reassured I would receive return packaging soon. Several more days went by and still had not received any. I call Boost Mobile again and was told it was out of time frame to return phone. I asked to speak with a supervisor. I spoke with supervisor. Supervisor apologized and added $15.00 to my account to cover shipping to sent phone back and gave me case #: I2194040461 and said I would receive money within ***** business days once they receive phone. I sent phone back 2/14/22 via *** and they received phone 2/16/22 at 10:39 AM and Rey at dock signed for phone per *** records. I did not receive a refund within 14 days. I called back and several times and each time I was told I would be getting money soon with reference number ********* on 3/19/22. I was told on one occasion I guarantee you will have your money within two days another representative relayed they had received phone at the warehouse. I have these conversations recorded. Captitol One, myself and Boost had a 3way recorded call with new reference # ********* stating I will receive money. Capitol One said case was out of time frame.Business Response
Date: 06/02/2022
June 2, 2022
*************************************
164 **********
********, ** 24540
Re:BBB Complaint #********
179997675 - 3770436
Dear **********************:
On May 12, 2022, we received your complaint, dated May 11, 2022, filed with the Better Business Bureau.
You said you attempted to order a cell phone from Boost Mobiles online store, but when the transaction was complete, you received a text message from your credit card issuer asking if you had made a purchase twice the amount you were expecting. You realized you had been charged for two phones and immediately called Boost Mobile. You were told the transaction was corrected and you would be given a refund, but you still have not received it.
When we spoke on June 2, 2022, I informed you that our system shows you had disputed this charge with your credit card issuer, and it is still pending a decision by the issuer. This is the cause of the delay in the refund. I advised you to contact the card issuer and have them provide a final resolution. Otherwise, issuing a refund could result in multiple credits.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***************************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: 8:00 am-4:30 pm MT (M-F)
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*****************************Customer Answer
Date: 06/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ******** and I have spoken with *********** Gallegos Corporate Case Manager at Boost Mobile and hopefully we have resolved the issue. I am currently waiting on my refund.
Sincerely,
*********************************Initial Complaint
Date:05/11/2022
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 purchased an item through boostmobile.com (official website). When the item arrived I followed the instructions to activate online. The website had an issue so I contacted their customer service. After being redirected multiple times and spending hours on the phone I was told that the device could not be activated. When I then asked to return the item they advised me to wait as they were escalating my issue for resolution and I would receive a call from management to resolve. The call never came and they only have a 7 day return policy. Now I have a useless product and no refund. The product was only ***** but I am still frustrated as I wasted hours of my time and money and have received no communication from the company or attempt to resolve after multiple attempts from me.Business Response
Date: 05/20/2022
May 20, 2022
Mr. *****************************
209 *******************************.
*******, ** 62515
Re:BBB Complaint #********
946146059 - 3770427
Dear ******************:
On May 12, 2022, we received your complaint, dated May 11, 2022, filed with the Better Business Bureau.
You stated that you purchased a phone online but were unable to activate it. You said you were advised to wait for a call back to assist with activation, but never received a call. You requested to return the phone and be refunded for your purchase, even though you are outside of Boost Mobiles seven-day return window.
My attempts to contact you at ************** on May 18 and 19, 2022, were unsuccessful, but I was able to leave a voice message. I also emailed *************************** with a request that you contact me.
Please contact me at the number below if you still wish to return this phone. Please note that to process your refund we will need to receive your phone with all accessories and original packaging in like-new condition.
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:05/11/2022
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.
Well I purchased a phone for my husband in December never received it I canceled order I was told I would get reimbursed till this date I still havent received my credit I call and call I was told they already reimbursed me on march 21st I have a hard copy of all transactions none to dateBusiness Response
Date: 05/23/2022
May 18, 2022
*********************************
333 ************.
*********, ** 34758
Re:BBB Complaint #********
915051981 - 3770347
Dear ******************:
On May 11, 2022, we received your complaint, dated May 11, 2022, filed with the Better Business Bureau.
You said you purchased a phone, but you did not receive it. You indicated you were advised to cancel the order and you would be reimbursed for the cost. You have not received a refund yet.
Our system indicates the package was returned to our warehouse via *** Tracking #1Z52A2591201622585 on February 11, 2022. I sent a request for a $226.99 refund.
When we spoke, I informed you that a refund of $226.99 has been approved and will be applied to your debit card within three business days.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
*******************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Tuesday through Saturday 8:00 am - 4:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*********************Initial Complaint
Date:05/10/2022
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.
Purchase date April 5 2023 Boost MOBILE ******************************************************** 716 877 **** I paid 200 for a new phone and service Chastity asked.if I was paying cash which I did. I failed to get a receipt which is not usual for me.Three days later the phone display malfunctioned and I immediately went back to.boost and chastity told me I got the last phone and they could do nothing about it. Suggested i pay to have display fixed.I contacted the manufacturer and they required a sales receipt.When I finally obtained the receipt I was shocked to see that the charge was only for $100 I gave chastity $200 initially.I feel that the employee pocketed $100Business Response
Date: 05/25/2022
May 24, 2022
*****************************
11 ********************, Upper
*********** 14216
Re:BBB Complaint #********
3770346
Dear ******************:
On May 11, 2022, we received your complaint, dated May 10, 2022, filed with the Better Business Bureau.
You stated that you paid cash for your phone, but you were not provided with a receipt. When you obtained a copy, it reflected a different total than you said you paid. You suspect the employee who handled the transaction of malfeasance.
My attempts to contact you at ************** on May 23 and 24, 2022, were unsuccessful, but I was able to leave a message. I also emailed ********************* with a request that you contact me.
Please be advised that all Boost Mobile retail locations are independently owned and operated. While we take this matter seriously, we request that you direct all complaints to the retail location in question.
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:05/10/2022
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.
Beginning December 2021 Boost Mobile began informing me that 1) the 3G Network I am using would be shut down beginning January 1, 2022, 2) and that I would have to upgrade to the faster 5G Network. I do not want the 5G network. I was told by an independent Computer Specialist that the 3G Network would not be shut down. That my phone would continue working, just not at the higher speed. I have continued to pay my **** and as I was told; my service has continued. Boost continues to persist that the 3G network will be "shut down". I have received both recorded messages and texts, HOWEVER for the previous month (April 2022) and continuing Boost CUTS into my outgoing calls. I dial the number and get a recording; then a ***************** Rep" comes onto the line. They have a script. I have attempted to maintain composure when my calls are interrupted. I have said "no" to the sim card, the ***** 4G upgrade AND THE NEW iPhone. NO and yet they continue to cut into my calls. MY husband has a Boost plan and phone. He has received NO texts, messages or cut ins on his phone or his calls. IF I was not being harassed, he would not know the network is "shutting down". My husband has an android I have an iPhone. Other than that, there is no distinction in our service or plans. The cut off for the 3G network keeps moving. I was told beginning February 1; the end date has continued to move up. I am being held a prisoner. I make calls and am frustrated and angered. When my phone is "released" and I can make a call out my attitude is GREATLY affected,Business Response
Date: 05/23/2022
May 20, 2022
*******************************
2458 *************.
*********, ** 21217
Re:BBB Complaint #********
948833630 - 3770442
Dear **********************:
On May 12, 2022, we received your complaint, dated May 10, 2022, filed with the Better Business Bureau.
You expressed concern with the **** Network shutdown.
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 it (including yours)started being decommissioned on March 31, 2022.
If you would like to continue to receive Boost Mobile service, you must buy a new phone or upgrade to a SIM card compatible with our Expanded Network. If your plan is also not compatible, please select an available one. We strongly suggest that you visit https://www.boostmobile.com/support/faq/plans-services/cdma-migration.html or your nearest Boost Mobile store for more information.
We regret any inconvenience you may have experienced.
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: 05/23/2022
Complaint: 17186997
I am rejecting this response because:I have said "NO" to your NEW phone, network upgrade, SIM card etc. I OBJECT TO THE RECORDED MESSAGE I RECEIVE EACH TIME I MAKE A CALL. I will not use Boost Mobile service past May 31, 2022. Will you release my phone from the recorded message that cuts into EVERY outgoing call that I make? THE RESOLUTION I SEEK IS THE RELEASE OF MY PHONE FROM THE RECORDED MESSAGE. Keep your service.
Sincerely,
***************************Business Response
Date: 05/26/2022
May 26, 2022
*******************************
2458 *************.
*********, ** 21217
Re:BBB Complaint #********
948833630 - 3771694
Dear **********************:
On May 26, 2022, we received your rebuttal, dated May 26, 2022, filed with the Better Business Bureau.
You said you are getting notification that the **** Network is shutting down and you requested the notifications to stop.
Boost Mobile has attempted to notify all customers that are still on the **** network since January 1, 2022, that their service will stop unless they migrate to the Expanded Network. More recently, whisper messages have been implemented in the interest of customer service to help ensure customers do not lose their phone service or their phone numbers. Unfortunately, the only way to have the messages stopped is by upgrading to the Expanded Network.
We appreciate your feedback and we regret that you do not agree with Boost Mobiles policy.
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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