ComplaintsforBoost Mobile

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have not been able to access my voice-mail via the icon it comes up with an error message and makes me call in to my voice-mail I have called and spoke with an agent twice and the last representative ****** told me he was transferring me to tech support and transferred me to ******* who has nothing to do with this issue...The representatives do not know how to troubleshoot and I experienced this last year with another issue and they just passed the buck.

  Business response

  12/09/2021

  December 8, 2021
  
  
  *******************************
  *********************************************
  Re:BBB Complaint #********
  ********** - 3753405
  Dear ******************:
  On November 18, 2021, we received your complaint, dated November 12, 2021, filed with the Better Business Bureau.
  You said that you have been unable to access your voicemail with the icon on your phone; as a result, you have to call your voicemail to listen to your messages. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your issue. 
  Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified that would affect your voicemail. 
  When I spoke with you by phone on December 7, 2021, I advised you that, as you are able to access your voicemail by calling it, the issue you are experiencing is not a provider issue and may be with your phone/settings. Therefore, I suggest that you make sure your phone has the latest software update, and we encourage you to contact ******* directly for further assistance. 
  We appreciate that you brought your customer service concerns to our attention, and we apologize for any inconvenience. 
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  Sincerely,
  
  *** Vigil 
  Sr. Corporate Case Manager 
  Executive Escalations Team
  Boost Mobile
  Phone Hours: Sunday-Thursday, 6:30 am-3:00 pm MT
  **************
  ********** / ******* Better Business Bureau
  ****************************************************
  
  *********************
  
  

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was informed by Boot Mobile that I needed a new SIM card. I went to a Boost Mobile store on 11/6 to get the upgrade. The store clerk checked to see if my device was eligible. Supposedly it was. So the card was changed. Well since then my phone number has been inoperative. Since then I've spent many hours online and on the phone trying to get this resolved. No luck. So now I've gone to a new carrier (Google Fi) and am trying to transfer my phone number to the account with the new carrier. To do this I need my account number and account number pin. Boos customer service says to call, which I did. They wont give me this information, they say they need to text it to my phone number. The phone number they broke through their incompetence. All I want them to do is provide me with the requested information (they can email it to me at the email address they have)

  Business response

  12/03/2021

  November 29, 2021
  
  
  Mr. ****** ****** **** **** **** *** ****** ** *****
  Re:BBB Complaint #********
  *****************
  Dear Mr. ******:
  On November 11, 2021, we received your complaint, dated November 10, 2021, filed with the Better Business Bureau.
  You indicated that you went to a local store on November 6, 2021, to obtain a SIM card to upgrade your service; however, the phone did not work after the new SIM card was inserted. You said that several hours of troubleshooting did not resolve the issue. As a result, you decided to transfer your service to another provider. To complete the port out, you requested your account number so that you could complete the process, but you were unable to receive this information via text due to your phone being unable to receive messages. You requested that you be provided with your account number and PIN.
  When we spoke by phone, you confirmed that you were able to obtain the necessary information and you successfully ported your phone number to another provider on November 11, 2021. 
  We appreciate your feedback and your concerns will be shared internally with the appropriate personnel. 
  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
  ###-###-####
  *** ****** * ******* ****** ******** ****** **** ** ******* ***** ****  ******* ** ***** ***** *****
  
  

  Customer response

  12/03/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, although it was resolved by me moving to another carrier it should have never come to that.  Your decision to go to another platform without anyway of taking care of current customers who ran into a technical glitch was wrong, inappropriate, and violates normal business best practices.  Boost Mobile's solution was to have me spend a whole bunch of money to buy a new phone with no possibility to use my current hardware, which they made inoperative through their actions.  At no time did you offer a very good discount on new hardware or offer any other solution, just delay, delay, delay and WAY TO MUCH TIME ON THE PHONE.   Loosing sales, loosing customers, and engaging in coercion because of a platform upgrade speaks negatively about your business practices.
  
  Sincerely,
  
  ****** ******
  

   

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a ***** phone that I can not use right now due to this Boost company will not unlock my phone number to another service provider.I bought a prepaid card and I had gone to this company for help and I was having problems with the service of making calls.I was told that the service was fine, but I had to go in 2 time for help.I decided that I didn't want the boost card service and I was told that they gave me a account and a new pin number. I said that I didn't authorize it. He also said that I had to keep their service for 1 year.I said no. I need my phone number unlocked.

  Business response

  12/09/2021

  December 8, 2021
  
  
  *************************
  *********************************
  Re:BBB Complaint #********
  231030750 - 3753375
  Dear **************:
  On November 18, 2021, we received your complaint, dated November 10, 2021, filed with the Better Business Bureau.
  You said that Boost Mobile refused to unlock your phone.  You also stated that you never authorized a Boost Mobile account. In addition, you expressed concern with technical issues and your phone number being locked.
  I attempted to reach you at ************** on December 6, 7, and 8, 2021.  My first call was terminated as soon as I asked for you, your voicemail was full on my second and I was able to leave a message on my third call.  I also emailed you at *****************.
  A review of our records indicates that you initiated Boost Mobile service on October 7, 2021.  We received no contact from you until November 6, 2021, when you called us and requested to have your phone unlocked.  Please note that our policy states that a device must be active and in good standing for 12 months (and not marked lost/stolen) before we are able to unlock it.  As your device was only active a month, we are unable to unlock it.
  A review of your account reveals consistent usage throughout the account life.  Your phone number was ported out to another provider on November 7, 2021.
  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

  11/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid my **** in 2 transactions which both show on my payment history. They refuse to turn my service back on and will not give a straight answer.

  Business response

  11/17/2021

  November 16, 2021
  
  
  ***********************************
  *****************************************
  Re:BBB Complaint #********
  3123401182-3753053
  Dear ******************:
  On November 15, 2021, we received your complaint, dated November 10, 2021, filed with the Better Business Bureau.
  You expressed concern regarding a delay in restoring your service.
  When we spoke on November 15, 2021, I advised you that the delay in restoring your service followed payments made to restore your service from interruption. Our records show it took just over two hours following these payments to restore calls, texts and data to your account. 
  I added this to our records. We apologize for any problem this 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 
  Phone Hours: 8:00 am - 5:00 pm, MON - FRI
  **************
  ********** / ******* Better Business Bureau
  ****************************************************
  *****************************
  
  

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Boost has been sending emails and text messages to me since September about getting a new SIM card for the "Expanded Data Network". I placed the order for the SIM card. I received the SIM card on 11/8. Per the flyer insert in the package "Please disregard the SIM CARD activation steps in the enclosed SIM kit and Call Customer Care. I did so and the rep walked me through inserting the SIM card and activating. After about 1 hour of ailing to activate, the rep advise the phone was not compatible with the new card. I placed the old SIM card back in the phone. The next day, 11/9, it was brought to my attention that calls and texts were not being delivered. I called Boost support again, they attempting resetting the SIM card, the network and the phone. Finally, after speaking with about four support reps, they advised me the phone would not work and could not be transitioned back to the old SIM card. The only remediation was to purchase a new phone. I am a Boost customer for over 15 years. I requested to speak with a Supervisor and the rep put me on hold at 7:48pm EST time. It is now 8:43PM EST and I am still on hold. I called in to Boost yesterday as a whole, complete customer. Through Boost's lack of employee training and flawed internal processes, I am no longer whole. I am one less working phone and Boost's response is I should come out of pocket to purchase a working device their company's failure. I expect Boost Mobile to provide a remedy to the phone that their company rendered unusable.

  Business response

  12/03/2021

  December 2, 2021
  
  
  Ms. ****** ******* *** ******** *** ** **** **** ** *****
  Re:BBB Complaint #********
  ********* * *******
  Dear Ms. *******:
  On November 11, 2021, we received your complaint, dated November 9, 2021, filed with the Better Business Bureau.
  You said that you received an error message when you attempted to upgrade your SIM card.  You requested that your device be repaired or replaced.
  When we spoke, I informed you that I unlocked your phone, which should resolve the error.  You indicated that it had done so.  You requested that we unlock your son’s phone as well.  I submitted a ticket and advised you to reinsert the Expanded Network SIM card and keep the device powered on to receive the signal to unlock.  Once you receive notice of the unlock signal, check that it is unlocked and, if not, search for “UICC Unlock” in the settings menu and select that to complete the unlocking process.
  We sincerely regret any inconvenience this issue may have caused, and we appreciate you bringing it to our attention.
  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
  ***** ********
  *** ****** * ******* ****** ******** ****** **** ** ******* ***** ****  ******* ** ***** ***** *****
  
  

  Customer response

  12/03/2021

  
  Better Business Bureau:

  
  
  The Boost Mobile representative did contact me with steps. After performing the steps, the phone is now in working order. My complaint has been resolved to my satisfaction. 

  
  
  Sincerely,
  
  ****** *******
  

   

• Initial Complaint

  11/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've been with Boost Mobile so long I don't remember. I've never broken a screen on any cell phone I've owned, until last week. The same week I made the last payment on my "Boost up" contract. This would have been the third year I upgraded my phone using "boost up". I even paid the contract off a little early because I broke my screen. Paying it off early did not matter. I still had to wait for the first of the month. Supposedly that's when everything is updated and then I'm eligible again... NOPE, I'm not eligible. In order to be eligible you have to have made 12 consecutive payments on time. Keep in mind I've been with Boost Mobile for years with automatic payments. So how can that be? Here's why...About 2 months ago I started receiving text messages and emails saying I was going to receive a new SIM card and I needed to switch to the 5G Network. Fine I did that. Now they say I'm not eligible because I've only been on my plan for 2 months! I've been with them for years. They told me to switch! I didn't ask them to switch to the 5G Network.(The one that won't be here until 2022, if then.) Now they tell me I'm not eligible?? Unacceptable! So as of right now I'm stuck with a phone that's probably not going to work when the 5G network does switch over. I have to look at my (first ever) cracked screen everyday because of something they told me I needed to do! I've called four times, talk to four different people to no avail. Three of the four lied to me and told me I was eligible, saying "your good to go" because they couldn't bring themselves to tell me the ridiculous truth. I am leaving Boost Mobile and finding a new service.

  Business response

  12/14/2021

  December 1, 2021
  
  
  Ms. ***************************
  ****************. 36
  *********, ** 89122
  Re:BBB Complaint #********
  3753780
  Dear ********************:
  On November 23, 2021, we received your complaint, dated November 6, 2021, filed with the Better Business Bureau.
  You stated your device was recently broken accidentally, and you requested that you be able to upgrade to a new device via our ************************! promotion. However, when you spoke with customer support, you were advised that you were not eligible. 
  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
  **************
  ********** / ******* Better Business Bureau
  ****************************************************
  *********************
  
  

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a notice from Boost ***** that they were phasing out 3g service and I have to buy another phone, I proceeded to purchase a phone from their website.After receiving the phone I activated on the website. Phone showed on my account that it is active but when trying to call out it says its blocked and will not connect. After numerous attempts to get this corrected they are still unable to correct the problem. During my repeated attempts to correct this I discovered that the phone they sold me is also 3g and will be useless in April 22. Since they were not able to fix the problem I asked for a refund,which I was told that the phone was over seven days and not refundable. I can not believe that this is right, I would eat the price of the phone and go elsewhere but there is a significant balance on my account that they say is also not refundable. So I am out the price of the phone, forced to buy an much more expensive phone to have any possible way to access my account balance. Also if I buy another phone what happens if that doesnt work. I purchased this phone on Oct 23., it was delivered several days later. Hope you can help,as my being placed on hold by Boost for extended time,and then having to hang up after ***** minutes is no longer an option. Thank you for your help. I will not pay any charges for the return, it they want it back they need to pay all costs.Phone is as is,dont need another job.

  Business response

  11/30/2021

  November 16, 2021
  
  
  ***********************************
  ******************************************
  Re:BBB Complaint #********
  4435284704-3752745
  Dear ********************:
  On November 11, 2021, we received your complaint, dated November 8, 2021, filed with the Better Business Bureau.
  You requested we refund your purchase of a phone from Boost Mobiles website, citing it was not compatible with our new Expanded Network.
  Per my conversations with your son *** on November 11 and 12, 2021, the reason your new phone is not working correctly is your Pay-As-You-Go plan is not compatible with the Expanded Network--not your new phone. A new monthly plan needs to be selected.
  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 - 5:00 pm MT, MON - FRI
  **************
  ********** / ******* Better Business Bureau
  ****************************************************
  *****************************
  
  

  Customer response

  12/02/2021

   
  Complaint: 16112815
  
  I am rejecting this response because:They did not want me as a customer. Claiming that they were loosing money carry my account. They can now pad there quarterly reports with the ****** in my account. Also they can show sales are up as I am stuck with a new phone that works only if I join a plan five times the cost of my old plan. 
  I dont expect to receive even an acknowledgment from them after you receive this.
  

  Thank You for efforts.     
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since last March, Boost has structured its phone support, so that it is impossible to reach anyone by phone. They have recently "improved" their system so that you can request a call back hours later. When you do get that call, it is from people in *************** that do not have the necessary proficiency in English to provide assistance. When you ask for someone ****-based, they refuse. Apparently, the executives at Boost are too stupid to realize that just because *************** lists English as one of its official languages, that not everyone in the country has any level of proficiency with it. Even worse, you cannot get help from Boost employees at authentic Boost stores, because those employees are as ignorant, unprofessional, and incapable of providing assistance as the mouth breathers that work in the Wal-mart "electronics department". I've wasted countless hours trying to get assistance upgrading my phone to one compatible with their "new network", and have nothing but infuriating experiences with Pinoys that can't speak or understand English, and local Boost store employees that are unprofessional, ignorant, and inept. So, I have been unable to resolve the issue that BOOST CREATED! Now, my text messaging is no longer working (I assume a result of said network change), and capable help is -- AS ALWAYS -- unavailable. I am taking my family and corporate business elsewhere, and happy to pay more for a company that provides assistance when needed. Since Boost has wasted so many hours of my time; AND, I am now also not receiving the phone service I am paying for, I want 33% of my November payment refunded, and I will take my business elsewhere!

  Business response

  12/01/2021

  November 30, 2021
  
  
  ***************************
  *****************************************************
  Re:BBB Complaint #********
  503827135-3752591
  Dear ****************:
  On November 9, 2021, we received your complaint, dated November 5, 2021, filed with the Better Business Bureau.
  You stated that your text messages stopped working and you spent several hours attempting to resolve the issue. You also indicated that you have experienced difficulty reaching an agent by phone and when you do, they are not located in *****************. In addition, you expressed concern with the customer service you received in a store. You requested that 33% of your November 2021 payment be refunded.
  When we spoke by phone, I informed you that as a result of you porting your service to another provider, we are unable to troubleshoot your service issue.
  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 cancelled will be forfeited. Therefore, we are unable to provide you with a refund. 
  We appreciate your feedback and your concerns will be shared internally with the appropriate personnel. 
  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

  12/01/2021

  Complaint: 16106271
  
  I am rejecting this response because: the business is dodging its responsibility for the myriad issues I experienced with them.  First of all, I am disgusted that this ignoramus is mischaracterizing my comments about their overseas "call center" staff, implying that the issue is merely its location overseas.  As I told **********, the issue is that the Pinoys they are hiring lack the necessary English proficiency to do their job.  I also told her that I have a much greater flexibility with communicating with Pinoys, as I have spent a significant amount of time in that country, including living there prior to COVID.  **********, your attempt to mischaracterize me as some type of xenophobe or racist is below even Boost!  Next, ********** knowingly misrepresents the facts, implying that I only attempted to troubleshoot the text issues subsequent to changing carriers.  This is a complete lie; AND, it was actually during one of my MANY attempts to troubleshoot that issue that I was promised a refund by one of the Pinay agents via the Boost webpage chat platform.  Had that credit been provided as promised,perhaps I wouldnt have left Boost as quickly as I did (although their despicably derelict customer service would have necessitated it eventually).  ********** further avoids addressing any of the other issues I discussed with her, including the COMPLETE service interruption to my wifes phone, as a result of more unfulfilled promises by the Pinoy employees; namely, that my wifes phone would be unlocked to facilitate the move to another carrier.  It never was,and directly resulted in the complete service disruption of my wifes line for over a week.  **********, during our call today, did commit to unlocking my wifes phone as was previously promised,although she has given me absolutely NO reason to take her at her word.  ********** also does not address the fact that she ignored my numerous attempts to reach out to her, and only responded after my most recent message to the BBB indicating the same.  In our call today, ********** claims that she did not receive ANY of the emails or voicemails I made, which is completely unbelievable,particularly given her ongoing penchant for distorting the truth.  Although it may not impact my disposition to this complaint in the future, I am requesting that the BBB leave this complaint open until such time that ********** unlocks my wifes phone as promised.  However, if the BBB prefers, I can simply open a new complaint when ********** fails to follow through on her commitment.

  
  It is absolutely appalling that more and more companies in this country continue to try and defraud customers out of monies paid to them for products and services.  **************** claims, Boost DID breach its contract with me by failing to provide the services which had been PREPAID; and, they further increased their culpability for the same by promising a refund and subsequently reneging on it.  I believe the BBB should sanction this business to the fullest extent possible within its scope of activity.  To start, it should be noted that finding Boosts BBB profile is quite difficult, which prevents customers from being steered clear of them.  Im assuming they are hiding behind Dish Network, the same way Frigidaire hides behind Electroluxjust another example of their shady business practices.
  
  Disgustedly,
  
  ***********************

  Customer response

  12/06/2021

  On or around November 1, 2021, following my numerous attempts to get help from Boost via phone AND in stores, I contacted Boost support via their "chat" function from the customer account website page.  It should be noted that this is NOT the first time I had attempted to get help through this "chat" platform.  Although previous "chat" attempts had been as unproductive and frustrating as the other vehicles for support, I once again made the attempt.  While awaiting help via "chat", I also called the phone agents again.  While working with the "chat" agents, the female ********** phone agent went through the troubleshooting process for my non-functioning SMS service.  After providing the phone agent with a street address, she advised me that the problem was "upgrade work on the area tower".  Although this made no sense, since my service was not working in other locations hundreds of miles away, she also promised a credit for the service I had paid for (but did not receive).  Obviously, I do not have a recording of the agent promising that, but the "chat" log will show that I advised one of the chat agents that the phone agent had made that promise.  However, as a part of Boost's myriad games in fleecing customers, I am no longer able to access the chat log (because I am no longer able to log in to my account).  That being said, over the many months that I attempted to get help via the chat platform, it was clear that ALL of my previous chat conversations were logged, as I was able to go back and read through ALL of my previous chat conversations.  As such, if Boost had ANY interest in behaving honestly, they could simply access the chat log and see where I stated to the chat agent that the phone agent had just made that promise.  Of course, I also can't help but believe that Boost has a record of the phone call in question, as well.  When I spoke with **********, I provided all of this information to her.  Please let me know if you require any additional clarification to my previous responses.

  Thank you.

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One of the phones on my plan ************** stopped working October 21, 2021. I went to the local Boost Office in ************, ** and was told a sim card is needed due to the new 5G network. The ************ location did not have any sim cards and referred me to *******, ** location at **** Veteran's ****************. ********************* provided a sim card. He stated that if he put the card in, I would loose 600 plus days for an upgrade but if Boost online put the sim in the days would still count. I went on line October 23, 2021 with a chat agent who entered the sim card. The phone did not work and stated to enter money to place calls. I went back to the ******* location and ************ put another sim card in the phone. Still did not work. He contacted Boost Cares and was on line for troubleshooting over 2 hours. He factory reset the phone and it still did not work. He called Boost Cares again and was told IT would have to reset the phone and that I would be contacted but they were behind. Today November 5, 2021. I have not been contacted. I called Boost Cares *************) November 4, 2021 and spoke with ***** who escalated and gave me ticket # I2156519741 and advised to check in 24 hours,. I called today at November 5 at 5:19pm and was on hold until 6:30pm EST. The supervisor said no such ticket was in the system. I was upset. I told him it has been over 2 weeks and with my number and information the notes should be in the system. I asked for his supervisor and he was smug and said he had a supervisor and hung up on **** want credit to my account for every day this phone has been off since October 21, 2021. I want the phone resolved and back to making and receiving calls or a replacement issued. It has internet and data but will not make or receive calls.

  Business response

  12/02/2021

  December 2, 2021
  
  
  ***************************
  ******************************************
  Re:BBB Complaint #********
  764094653-3752590
  Dear ******************:
  On November 9, 2021, we received your complaint, dated November 5, 2021, filed with the Better Business Bureau.
  You indicated that your device stopped working on October 21, 2021. Upon visiting a local store, you were informed that you needed a new SIM card to upgrade to the expanded network; however, after trying multiple SIM cards, you are still unable to successfully make or receive calls. You also stated that several troubleshooting attempts have not resolved your issue. You requested that your phone issue be resolved or that you be provided with a replacement.
  When we spoke by phone, you confirmed that you are still unable to make and receive phone calls. A review of your account shows that your device is properly provisioned in our system. Unfortunately, our troubleshooting efforts were unable to resolve your issue. Our Boost Mobile Terms and Conditions disclose that new equipment is sold with a one-year manufacturer's warranty. We suggest that you contact the manufacturer directly for additional assistance.
  In the interest of customer service, I provided you with an account credit for one month of service.
  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
  ****************************************************
  *********************
  
  

• Initial Complaint

  11/05/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Their was fraudulent activity on my account in which I lost ability to make and receive phone calls. I spoke with several representatives and continued to be denied information regarding the changes that were made on my account, in which my phone number and pin number was changed. I explained that my ex ************************* probably guessed my pin # due to it being my last four digits of my social security and been involved with her for the last 12 years. I was continually transferred to the fraud department and was never connected as the call disconnected. I called and explained this to a representative and requested that she remained on the line until someone in the fraud department answered. I was placed on hold for about 45 minutes until she informed me that a representative was on the line and to hold for the transfer only to be disconnected again. I have no access to my account and I do not have any service at this time. I have seeked phone service elsewhere and I will not be responsible for this account any longer. However, I would like to know the name and number of the person who is currently on this account as I plan to seek criminal charges against them. Thank you! I'm not boost mobile to complain to as I live in city of chartlotte, NC so I just selected one.

  Business response

  12/01/2021

  November 18, 2021
  
  
  *************************
  ********************************************
  Re:BBB Complaint #********
  ********** - 3752597
  Dear **************:
  On November 9, 2021, we received your complaint, dated November 4, 2021, filed with the Better Business Bureau.
  You said that your ex-girlfriend accessed your Boost Mobile account and changed your phone number. You requested the name and phone number your account was changed to.
  When we talked on November 18, 2021, I explained that because your Personal Identification Number (PIN) was used to access your account and make changes, this is now a civil matter and you will need to file a complaint with local law enforcement or any other agency that oversees such matters within your home ***********************.
  Since you were able to provide the **** number to the phone associated with your previous account, I agreed to have the device unlocked and explained to you the unlocking procedure.
  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)
  **************
  cc: ****** / ******* Better Business Bureau
  ****************************************************
  *****************************
  
  

*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. ↩