ComplaintsforBoost Mobile

• Initial Complaint

  11/30/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I bought a phone on boost for my daughter, about six months ago, and it was paid in full, we are not under contract because is a pre paid plan and its not a contract, we have decided to switch companies and called to unlock it, but their answer was that we needed to have the phone for 1 year before qualifiing to unlock it, my issue is if it was paid in full it belongs To the owner and they should not force me to stay another year because it is not a contract,

  Business response

  12/28/2021

  December 13, 2021
  
  
  ***************************
  4442 Second Street
  *******************
  Re:BBB Complaint #********
  3755014
  Dear ****************:
  On December 6, 2021, we received your complaint, dated November 30, 2021, filed with the Better Business Bureau.
  You requested that your device be unlocked, so you can switch to a different carrier.
  *** 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). 
  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 
  When we spoke on December 13, 2021, I advised you that I have unlocked your device as an exception.
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  Sincerely,
  
  
  *********************
  Sr. Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  Phone Hours: 10:30 AM 7:00 PM MT, M-F
  **************
  cc: ****** / ******* Better Business Bureau
  ****************************************************
  *********************
  
  

  Customer response

  01/01/2022

   
  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

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I have been a paying customer of ****************** for many years and never had any problems with my service or my phone as soon as I became an *** customer this month I have had problem after problem it first started where I had no service at all for almost 2 weeks now I can't receive any calls and trying to get the issue resolved both times all they have done at boost customer service line is send me from department to department and I have even troubleshoot it my phone through the *************** and they said it's nothing with the software it is all with boost and their services that they are providing my phone is in excellent condition as I am an older disabled person and I rely on my service a lot here I am today has to ball someone else's phone to call for my transportation ride home and for transportation to communicate with me is impossible because my phone is not receiving any calls it has been like this for the past week are they keep doing at boost customer service is making broken promises it will be working by the end of the call if that was true I wouldn't be writing this complaint now I'm beginning to feel like I am being discriminated against for being a non-paying customer on the *** program as long as you're a paying customer you get great service because it's clearly obvious when you're not a paying customer you get crappy service with a bunch of excuses I wonder how many other *** participants on the boost ebb program is having the same issue maybe they should be investigated and see if that is happening to others because the difference is CLEARLY there I need my phone to be working like it supposed to work flawlessly ! thank you

  Business response

  12/27/2021

  December 15, 2021
  
  
  *****************************
  *************************************
  Re:BBB Complaint #********
  803831547-3754743
  Dear ****************:
  On December 2, 2021, we received your complaint, dated November 30, 2021, filed with the Better Business Bureau.
  You indicated that you have been a Boost Mobile customer for several years and you did not experience any issues since you enrolled in the Emergency Broadband Benefit Program. For the past two weeks, you have not been able to receive any calls. You stated that you have made several calls and performed troubleshooting in an attempt to resolve your service issues. You also said that you contacted ******* and it was determined that your device is functioning properly. You requested that your service be completely restored and all issues resolved.
  When we spoke by phone, you confirmed that your service issue was resolved on December 3, 2021, and your service is currently performing as expected. 
  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
  ****************************************************
  *********************
  
  

  Customer response

  12/27/2021

   
  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

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased phone outright from Boost Mobile in March 2021; tried to leave November 2021. Despite being a NON-contract service company, they have a HIDDEN contract on their cell phones. They don't tell you that any phone you buy from them is LOCKED until you pay them for 12 months of service on the SAME phone and SAME phone number. (So yeah, DON'T change your number either or the 12-month clock starts over. How shady is that?!). NOwhere during the phone buying process did I see anything about the phone being locked for 12 months. I paid over $500 outright for a ******* phone in March, and didn't know there were hidden contracts involved. Boost refused to unlock my phone even though I had been a customer for several YEARS already. The supervisor also tried to LIE and say that FCC made the 12 month rule, which is pure nonsense! It's not like I got a huge deal on a cell phone. I bought from Boost because I thought it would be safer and faster than Amazon, not because I saved a bunch of money and owed them for the savings. Again, I have been a customer for years.

  Business response

  12/23/2021

  December 8, 2021
  
  
  ***********************************
  ********************************************************************
  

  Re:BBB Complaint #********
  449251703 - 3754734
  

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

  On December 2, 2021, we received your complaint, dated November 29, 2021, filed with the Better Business Bureau.
  

  You said that although you purchased a phone and paid for it in full, you were not aware Boost Mobile requires that you maintain an active account, in good standing, for the period of 12 months before it can be unlocked.
  

  On December 1 and 2, 2021, I attempted to contact you at the phone number we have on file, **************, but I did not receive a reply.
  

  When we spoke on December 8, 2021, and I informed you that your phone was unlocked on December 1, 2021.
  

  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 (M-F)
  **************
  

  *********************************************** / ******* Better Business Bureau
  *****************************************************************************************
  

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

  
  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/8 i ordered a service kit from boostmobile for $54.00, I checked on their website to verify that it was compatible with my phone. The kit was shipped ***** and arrivd on ***** and was attempted to be activated on *****. I spent the next 3 days on the phone with their service department only to ultimately be told that the service kit is not compatible with my device. I said ok and asked for a refund of my money. They checked with a supervisor who said that since it had been over 7 days they would not refund the money. I explained to them that I just received the kit on the ***** and had been on the phone since ***** asking for help. They then said that yes it was within 7 days but that they do not issue refunds on service plans/kits under and circumstances. I have been left with a service kit and service that I cannot use because it is incompatible (despite their website saying it is compatible) and they will not refund my money. I am asking for a prompt resolution to this matter by refunding my money to my credit card. Thank you.

  Business response

  12/23/2021

  December 7, 2021
  
  
  ************** Wegnr
  ******************************************
  

  Re:BBB Complaint #********
  3754729
  

  Dear Mr. ******************* December 2, 2021, we received your complaint, dated November 29, 2021, filed with the Better Business Bureau.
  

  You stated that you purchased a SIM kit with pre-paid service in the amount of $54.00. However, when you received the kit, you discovered that your device is not compatible with the Boost Mobile network. You requested a refund.
  

  When we spoke on December 3, 2021, I advised you that I would issue a refund as an exception. Please allow **** days for processing and delivery.
  

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

  Sincerely,
  
  
  *********************
  Sr. Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  Phone Hours: 10:30 AM 7:00 PM MT, M-F
  **************
  

  *********************************************** / ******* Better Business Bureau
  *****************************************************************************************
  

  
  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/24/21 I called into boost mobile customer service line at: **************** and spoke with a lady who was ****** rude when I wanted more information on why I could not get my devices unlocked. I requested to speak with a supervisor. She transferred me to ******** spoke with him at 4:19 pm central time. He was even worst. Refused to answer my question saying he already answered my question, when he did not. He just kept repeating the same response, then kept telling me to check the policy online. I asked him why it is required for me to have my device for a year when Ive had service for years. He kept repeating the same thing telling me to go to the policy. I asked to speak with his *************** told me no & hung up on me. I called back and spoke with ****** after on the phone already 2 hours. I spoke with her at 6:55pm central time who told me **** ported my number out so I have to get a new number &&& pay the activation fee. I told her that is dead wrong & it was never supposed to be ported out to begin with & she said she will try to figure something out being really snippy. She the placed me on hold & disconnected my service to the phone I was on & never fixed the phone I called about. Now thats 2 phones they disconnected. I called back from the last phone in the house (as I had a family plan) & the guy who I spoke with got my main line working but not the phone that was spitefully cancelled & ported. Saying I now have to add another line & pay the activation fee while never being able to get that number back or go to a different company because they wont unlock my phone. I want to get all my phones unlocked & go to a different company at this point, because they treated me soooo wrong. If there is no way around ****** have to stay with sorry disrespected unethical company there is no way I should have to pay an activation fee for a line that was never supposed to be cancelled. Please help me with this company.Unsure of the address its a call center

  Business response

  12/28/2021

  December 21, 2021 
  
  
  *********************************
  ******************************************
  Re:BBB Complaint #********
  499348190 - 3754960
  Dear ******************:
  On December 6, 2021, we received your complaint, dated November 29, 2021, filed with the Better Business Bureau.
  You said that you received poor customer service when you contacted ******************** regarding unlocking your phones.  You said that agents would not explain why your phones were ineligible to unlock and that one agent ported out one of your numbers.  You requested to have all your phones unlocked and to receive an adjustment to your billing.
  I attempted to reach you at ************** on December 20 and 21, 2021, and I left two voicemails.  I also emailed you at *******************.
  In my last message, I explained that I had reviewed your calls to us and did not find rudeness on the part of our agents.  You contacted us to request to unlock three phones and get three account numbers associated with your Family Plan accounts.  The agents with whom you spoke attempted to verify you as a caller, but received pushback.  Please note that we require that our agents verify the caller when they receive account number requests. I found that you requested account numbers for your accounts and, ten minutes afterward, we received a port-out request for one of the accounts.  As I advised you in my message, this is not something our agents are unable to do.  Port out requests come from outside carriers and they require the account number and PIN to be processed.
  I also found that the agents you spoke with informed you that your phones were not eligible for unlocking, as they have not been active on their associated accounts for 12 months or more.
  In addition, I found that you requested us to swap a phone.  Unfortunately, it seems you were using the phone that you requested to be swapped out, so when the process was completed, your call dropped as the phone was no longer associated with an active account.
  While we sincerely regret any inconvenience this issue may have caused, as I found that our agents acted in a  professional manner during your calls to usa courtesy that was not returnedI am unable to provide you with a billing adjustment.  Likewise, as none of the phones you called about are eligible to be unlocked per our terms of service, I am unable to unlock them.
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  Sincerely,
  
  
  *********************
  Sr. Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
  **************
  ********** / ******* Better Business Bureau
  ****************************************************
  *********************
  
  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 2020 I purchased a used unlocked phone for our child for Christmas online on the boost site. When we tried to activate it and add it to our family plan we were told we couldnt activate it and we needed a new SIM card. They were supposed to mail it and we never received it. We had called multiple times trying to activate this phone in which weve been told that we could not and that we needed a new SIM card and a new one was supposed to be mailed to us in which again we never received. This went on from December 25,2020 til August 13,2021. We had called many times on a monthly basis regarding this. We also as stated above had a family plan which had a line on it for this particular phone that we been paying on time monthly for 9 months for services we werent able to receive because they couldnt activate it. August 12,2021 we spoke to a supervisor to try and resolve this matter and was once again told nothing they could do we needed a new sim and they were supposed to mail us a new one again (as of this day we still havent received it) We decided to switch providers and when we went to the new provider we were told the cell was locked and boost had to unlock it. We contacted boost again talk to many people and supervisors and are being told they wont unlock it unless we activate it and have services for a year. We also were told that the original SIM card was registered to someone else which is why they couldnt originally activate it and we need to purchase a SIM card and have services with them for a year. The conclusion for this is I purchased out right a used phone from boost mobile, paid for services for this phone for 9 months without services being rendered because they could not activate it and now they are refusing to unlock it even though I own the phone. I would like a refund for the phone since we still can not use it as well as the 9 months we paid for services they did not render.I will contact my institute for proof of purchase

  Business response

  12/23/2021

  December 8, 2021
  
  
  ***************************************
  **************************************
  Re:BBB Complaint #********
  3754727
  Dear ************************:
  On December 2, 2021, we received your complaint, dated November 29, 2021, filed with the Better Business Bureau.
  You stated that you purchased a device and pre-paid for service with Boost Mobile. However, after you attempted to activate the device, you found that it is not compatible with the service. You requested a refund for the purchase of the device and the service you paid for. You also requested that the device be unlocked to use with a different provider.
  *** 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). 
  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 
  My attempts to reach you at ************** were unsuccessful; therefore, no action was taken.
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  Sincerely,
  
  
  *********************
  Sr. Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  Phone Hours: 10:30 AM 7:00 PM MT, M-F
  **************
  cc: ****** / ******* Better Business Bureau
  **********************************************************

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My debit card info was stolen when I was in ** for my mother-in-law's funeral. Someone used my card to order 2 IPhone Pro 13 phones from Boost Mobile. They used my card to look up my hm addr for $29.00. Then sent the phones to someone by the name of *****************************. I do not know a *****************************. I hv been trying to return the phones to Boost, but since I don't hv an acct with them they won't accept the phones. Boost mobile tel# is ************ I've spoken with *********** both had Spanish accents. I don't know how Boost processed the charges w/out the *** code or security code unless they hv a person on the inside. Help me return the phones so I can get my money back. I'm a senior citizen and I'm on a fixed income. Respectfully,

  Business response

  12/23/2021

  December 3, 2021
  
  
  *******************************
  *******************************************
  Re:BBB Complaint #********
  3754726
  Dear ******************:
  On December 2, 2021, we received your complaint, dated November 29, 2021, filed with the Better Business Bureau.
  You stated that your debit card was recently stolen and whoever stole it used it to purchase two devices online from Boost Mobile. However, the devices were shipped to your address and you have them in your possession. You stated that you would like to return them for a refund.
  When we spoke on December 3, 2021, you advised me that you have since been able to work with your bank to have the fraudulent charges reversed, but you would still like to return the devices in good faith. I provided you with a return address to send them back.
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  Sincerely,
  
  
  *********************
  Sr. Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  Phone Hours: 10:30 AM 7:00 PM MT, M-F
  **************
  ********** / ******* Better Business Bureau
  ****************************************************
  *********************
  
  
  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased extra insurance with the ** model phone I have . A prepaid cell phone through BOOSTMOBILE.COM. And the phone died .It just shut off period . And I paid the **** every month . It also was shattered the glass on the cell phone . And I took the cell phone to the only last week BOOSTMOBILE store opened . Address ******************************************************************************************************** , ********** . And a sales lady ***** ******** claimed that I couldn't get another cell phone because . I had government cell phone that I never received . So she gave me the information to call the broadband where the phone was at . And I had it closed that I never received a cell phone from them . And it's now November 24th 2021 , and I have no cell phone and even though I have my debit cards . I still can't do anything , even on online or through GOOGLEPAY without my cell phone . I've been with BOOSTMOBILE for 5 years or more .And she claimed that I couldn't lease a cell phone from them . I called the phone number *********** . And can't speak to a human begin at all.

  Customer response

  12/08/2021

  I HAE AN BBB.ORG WITH YOU FO THE BOOST MOBILE BUT THE COMPLAINT I WAS GIVEN FROM YOUR AZ OFFICE IS #******** . AND MY CELL ***** IS DAMAGED . SO I OREDERED ONE FORM THEM OVER THE ***** WITH THESE ***** NUBERS , ****************-************ , AND THEY KEPT
  TELLING ME THAT THE *** DECLINED , BUT I CHECKED EVEYDAY SINCE I DID THE ***** OVER THE ***** DECEMBER 3, ***1, AND I WAS CHARGED $53.24 ON MY DEBIT MASTER*** ENDING #***, AND I CALLED EVERYDAY SINCE THAT DATE AND THEY ARE STILL TELLING ME THAT MY *** IS DECLINED
  , BUT MY CHARGE IS STILL ON MY CARD . THE ***** THAT I PAY AMONTH FOR WIFI SEVICE IS BURNED OUT AND NO ACESS ANYWHERE HERE IN ******* , ******* FOR WI FI , EXCEPT , WAL MART AND TARGET , TO USE THE *************** WIFI YOU HAVE TO DOWNLOAD THEIR APP , AND
  STILL THEY HAVE NO WIFI. I HAD TO USE CELLUAR ALL THE **** AND IT BURNED OUT MY ***** . SO I WANT A NEW ***** FOM THEM , BUT CAN'T SPEAK FOR NO ONE , AND I WENT TO 2 BOOST MOBILE ****** THAT WAS OPENED , AND THEY WAS NO HELP WHAT SO EVER . SO NOW I HAVE TO
  ACCEPT MAIL FORM YOU WHICH I CAN GET 6 DAYS A WEEK AT THIS ADDRESS OF *************************************************** . ASAP .

  Business response

  12/28/2021

  December 23, 2021
  
  
  ************************************
  **********************************************
  Re:BBB Complaint #********
  330606551 - 3754961
  Dear ****************:
  On December 6, 2021, we received your complaint, dated December 2, 2021, filed with the Better Business Bureau.
  You said you had phone insurance and you needed to have your phone replaced. You indicated you went to a Boost Mobile retail location to enroll in the Emergency Broadband Benefit Program (****) for a free phone and service, but you have not received the free phone yet. You also expressed concern with the customer service you experienced. You requested a free phone of your choice and three months of free service.
  My attempts to contact you on December 21 and 22, 2021, at ************** were unsuccessful, and I was unable to leave a voicemail as there was no option to do so.
  Our records show that you do not have insurance on your account for your ** phone. 
  The **** offer can be redeemed online or at a Boost Mobile retail location. The offer includes a free Boost Mobile 35 GB smartphone plan (valued at $60/month) or the 35 GB tablet plan or mobile hotspot plan (each valued at $50/month), limited to one per qualifying household. More information regarding the **** offer can be found here: https://www.boostmobile.com/support/faq/plans-services/ebbp.html. 
  Unfortunately, your requests for a free phone and three months of free service cannot be met.
  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
  **************
  ********** / ******* Better Business Bureau
  ****************************************************
  *********************
  
  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/07/2021 charged my card for $50.99...several failed attempts to retrieve my account number to replace my phone after it was lost in the hospital..I am able to verify my account pin that i set, but was simply told i could not retrieve in the store i had to call customer service and then customer service said i could not retrieve from them i had to go in the store..I called customer service on 11/28 and was place on hold for over 45 minutes after asking to speak with a supervisor and then when the supervisor came to the phone he told me he needed to review my account and place me back on hold which i absolutely refused and he still did it anyway.

  Business response

  12/28/2021

  December 28, 2021
  
  
  Ms. ***************************
  *******************************************
  Re:BBB Complaint #********
  406529917 - 3754963
  Dear **************:
  On December 6, 2021, we received your complaint, dated December 2, 2021, filed with the Better Business Bureau.
  You said you were charged $50.99 on November 7, 2021, for your monthly charge. You indicated your phone was lost. You also expressed concern with the customer service you experienced. You requested to be refunded for the service you did not use. 
  My attempts to contact you on December 22 and 23, 2021, at ************** were unsuccessful. I was unable to leave a message on December 22, 2021, as there was no option to do so, yet I did leave a message on December 23, 2021. I also sent an email to ****************************** 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 at the time service is canceled will be forfeited. Unfortunately your request for a refund cannot be met. 
  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
  **************
  ********** / ******* Better Business Bureau
  ****************************************************
  *********************
  
  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i have been with boost for years. they told me i need to upgrade service to 5G for free. I called the store and they said would be high activation charge. i called customer service and they said my ******* galaxy A10e was eligible and compatible for upgrade and they mailed a new sim card and told me to call when i got it and they would help me put card in and activate free. on 11/23/21 icalled and the guy did not help me put card in like i asked he just activated old card. now it does not work even with new card in. many frustrating hours later he said ihave to go to store. i could not get to store then he said he was putting in mother report and it would take 24 hours to hear from them. they still have not called. that phone is my lifeline and been without it ever since igot ride to store next morning and she refused to even try to help me said had to be done on phone. long story short i have called several more times and been back to store that night when ***** said go to store and he would call my friends phone and help her fix it he never called we waited almost an hour. during that time she tried to sell me a government phone and service when that did not work she later said i have an upgrade coming and she would sell me a $59 phone for $89. bottom line i paid $50 for service which is good through 12/14//21 idonot have aphone because they messed it up and i have been without service which i paid all this time

  Business response

  12/28/2021

  December 23, 2021
  
  
  Ms. ***********************
  *********************************************
  Re:BBB Complaint #********
  259400756 - 3754962
  Dear **************:
  On December 6, 2021, we received your complaint, dated November 29, 2021, filed with the Better Business Bureau.
  You said that you experienced technical issues after you swapped your *** card to the Expanded Network.
  When we spoke on December 22, 2021, I advised you that I unlocked your phone in an attempt to fix this issue.  You indicated that your phone stopped displaying the *** error for a short time, but then you reported it had come back.  I attempted to walk you through troubleshooting steps, but you indicated that your phone did not have the menu selections that we need in order to ensure your phone is recognizing the correct network.
  I applied a $14.00 adjustment on top of the $36.00 adjustment you had already received, thereby adjusting a month of charges.
  I reached back out to you on December 23, 2021, to attempt to further troubleshoot the issue, but you declined.  You requested an additional $50.00 adjustment and refund.  I offered to provide you with a 50% off code for a new phone through our website, as you indicated that you did not wish to troubleshoot anymore, but you declined.
  As you indicated that you no longer wish to troubleshoot the issue over the phone and you declined my offer for a discounted phone, I can only recommend that you visit a Boost Mobile store so the representatives there can physically troubleshoot the device.
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  Sincerely,
  
  
  *********************
  Sr. Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
  **************
  cc: ****** / ******* Better Business Bureau
  ****************************************************
  *********************
  
  

  Customer response

  12/29/2021

   
  Complaint: 16180539
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  01/05/2022

  My phone was working until they did so called upgrade on 11/23/21. The guy activated while old card was still in instead of helping me put new sim card in first. After he did that my phone doesn't work for call or text and internet only works in my home with ****** fiber. When he insisted I call ******* I did and **** said it is the network [boost] messed it up when did upgrade. I am elderly and handicapped and I have been with them for years but after over a month of so called trouble shooting the whole time not having the service that I paid for I got tired of them doing the same thing over and over just hoping I would just go away! He lied about my asking to add another $50 to my account. Since they mess up my phone that would be stupid. I told him he at least owe me refund for service I didn't get. He went into a tirade yelling "NO I DON'T and he knows how to handle BBB you are nothing but a private company and all he would do is sell me a phone for 50% off he carried on like that for a while and then yelled BYE and hung up. As far as going to the store I did twice and the girl said she couldn't do anything that A10E wasn't compatible with the upgrade and that is why it won't work they have to fix it on their end. Because of his trying to be tricky and then get belligerent I have contact problem solvers and am wondering if there is a lawyer for my mental stress. Do you know how dangerous it is for me to have to go up to cars and ask are you here to take me home because I can't get calls or text giving me name and description of car 

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