Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,054 total complaints in the last 3 years.
1,485 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/07/2023
Type:Service or Repair Issues
Status:
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 had service with Boost, but they no longer support my phone causing me to go to another carrier. I need my account number and port pin to do this. But neither the store, not the customer support will give me this information.
Business Response
Date: 03/03/2023
February 16, 2023

*********************************
421 **********.
*********, ** 21225

Re:        BBB Complaint #********
              ********* - ************

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

On February 9, 2023, we received your complaint, dated February 7, 2023, filed with the Better Business Bureau.

You stated that you need your account number to port out your telephone number to a new wireless carrier.

Please be advised that our records indicate that your phone number has been successfully ported out of the Boost Mobile inventory.

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
Monday - Friday 8:00 am to 4:30 pm MT
**************

*********************************************************** /******* Better Business Bureau
              **************************************
              ******,** 80210

              *********************
Initial Complaint
Date:02/07/2023
Type:Service or Repair Issues
Status:
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 iPhone 8 from boost mobile website. When I received the iPhone, there was no order receipt and purchased receipt in the box. I tried calling Boost mobile to request my receipt, but was on the phone for approximately 3hrs without the issue being resolved. The Boost mobile representative told me that they cannot issue me any receipt and should use my order email as my receipt. I need my receipt for proof I actually purchased the iPhone. Thanks
Business Response
Date: 02/22/2023
February 9, 2023

***************************************
PO Box 1142
*************, ** 17055

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

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

On February 9, 2023, we received your complaint, dated February 7, 2023, filed with the Better Business Bureau.

You stated that you purchased a phone via Boost Mobiles website, but the order arrived without a receipt. You requested that we provide proof of purchase for your order.

Please be advised that Boost Mobile considers the receipt received via email proof of purchase for your order. Additionally, your order number also provides additional proof of purchase. We regret any inconvenience 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 Escalation Team
Boost Mobile
Monday Friday, 8:00 am to 4:30 pm MT
**************

cc:           ****** /******* Better Business Bureau
                *******************************., #***
                ******,** 80210

                *********************
Initial Complaint
Date:02/07/2023
Type:Service or Repair Issues
Status:
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.
My boost mobile has been migrating from "OLD" Boost to the NEW Boost as they explain in. Since they have migrated my account, I cannot text and phone number with the 556 exchange. I have spent hours on the phone and chat line and get the same responses jerking me through circles and making me do the same thing to my phone over and over again. It is not my phone as other household members are having the same issue! My husband is diabetic with lung issues and oxygen. He can text me I cannot text back. This is not funny. There could be a serious emergency. I was told several days ago it would be fixed in 48 hours. It is not. I called again this morning and again the same run around. I need this issue resolved ASAP, thanks very much.
Business Response
Date: 03/03/2023
February 14, 2023

Ms. ***********************
228 **********************.
***********, ** 08562

Re:        BBB Complaint #********
              ************ - ************

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

On February 7, 2023, we received your complaint, dated February 7, 2023, filed with the Better Business Bureau.

You said that you are unable to text. You indicated that this began when your account was migrated from the old system to the new one.You stated that you have gone through troubleshooting steps; but, this is not due to your device, as other members of your household are experiencing the same problem. You requested your service be fixed and a credit applied to your account.

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.

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.

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 the network outage has been resolved.

A credit of $17.50 has been applied to your account. 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,

*********************************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Tuesday-Friday, 8:00 am-4:30 pm & Saturday,7:00 am-3:30 pm MT
**************

cc:          ****** /******* Better Business Bureau
              **************************************
              ******,** 80210

              *********************
Initial Complaint
Date:02/07/2023
Type:Service or Repair Issues
Status:
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 brought a $60 Boost Mobile reload card on 2/1/23 at Hannaford Supermarket (*********************************************************************************). I tried to add the money to my phone and was advised the card wasn't recognized. I spoke to a rep at Boost Mobile, who advised me to send a copy of the activation receipt and the front and back of the reload card to ************************************ I was advise once the information was sent, my issue would be resolved in 24hrs. I called back on 2/2/23 and was told 24-48hrs. I called back on 2/3/23 and was 72hrs. I asked for a supervisor and was transferred to *****. ***** wouldn't not provide his last initial of his last name or an ID#. He would only provide a call ID of **********. ***** was extremely rude and used very tragic phrase. He gave me a lot of attitude. I was so upset, my daughter took over the call. ***** gave her even more of an attitude and was even more rude. When my daughter asked him why isn't anyone taking accountability and calling me back instead having me call in to the company he said he couldn't call back the next day because he was off. When asked if my email could be pulled and reviewed he advised no. When my daughter advised she was going to make a complaint with the BBB, ***** said yeah, ok and proceeded to end the call. My daughter asked him if he's really trying to end the call, he said "well, is there anything you need?" We decided to end the call as there was no getting through to ***** nor was there any help being given by him. My phone still isn't working as of this complaint and I even received a text that my service have been suspended even though I called numerous times to get the money added to phone.
Business Response
Date: 03/09/2023
March 9, 2023

Ms. *****************************
1463 ******.
**********, ** 12144
Re:BBB Complaint #********
Dear **************:
On February 9, 2023, we received your complaint, dated February 7, 2023, filed with the Better Business Bureau.
You said that you purchased a $60.00 Re-Boost card but it would not work. You also expressed concern about the level of customer service you received.
On February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites.
Our teams are working hard to restore systems as soon as possible and are making steady progress and we will be able to help you out once our systems are back up.
Thank you for your patience as we work to resolve this.
Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
********************************************************************
*********************
Initial Complaint
Date:02/07/2023
Type:Product Issues
Status:
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.
Account number:633702798549 ONLINE Purchase: Purchase Phone and Plan Online 02/02/2023 Original Order: 8549-240165-0287 $101.50. Received phone 2/04/23 called to activate and port existing number which I indicated when ordering and the system indicated number could be switched. Called customer service several times after issues with porting number for several hours. Boost online agent connected with my existing carrier who provided a transfer pin while on the line and released number. Boost agent advised her system was still giving an error code and couldn't port. I then asked if I could just have a new number at which time the agent began the process but then stated the system wasn't allowing her to generate a new number because of number porting error. The agent told me she would request a porting cancellation and disconnected. I called back and requested a FULL REFUND, DEVICE AND PLAN because phone was not activated neither was plan. I received a return authorization RA-****************.The device was returned via **** I called CS again and there is a refund hold for ONLY THE DEVICE **************** $10.98 and NOT my FULL REFUND OF $101.50. THE ***** NOR PLAN WAS ACTIVATED AND I WANT MY MONEY RETURNED.
Business Response
Date: 03/07/2023
March 7, 2023

*****************************
5425 ***********.
***********, ** 70805

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

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

On February 8, 2023, we received your complaint, dated February 7, 2023, filed with the Better Business Bureau.

You stated that on February 2, 2023, you purchased a phone and plan online with Boost Mobile and you received your device on February 4, 2023. You attempted to activate and port your old phone number over to Boost Mobile, but you were unsuccessful. You were told you would get a $10.98 refund for the device, and you requested a full $101.50 refund, as the account was not activated and the device returned.

On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess, and remediate the situation. Cybersecurity experts and outside advisors were retained to assist in the evaluation of the situation, and we notified appropriate law enforcement authorities.

As a result of this incident, many of our customers are having trouble reaching our service desks, accessing their accounts, and making payments. Our teams are making progress on the customer service front every day. We have increased our call center capacity, social media response capabilities and help ticket processing, but it may take a little more time before things are fully restored. Our DISH TV, ****************** services, and data networks continue to operate and are up and running.

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

cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210

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

Customer Answer
Date: 03/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:02/06/2023
Type:Product Issues
Status:
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.
My dad has been having trouble receiving calls but didnt think anything of it until it continued over a week. I his son don't live with him we live a considerable distance apart, I went to take him to a appointment because he doesn't drive also to look in on him etc. While I was visiting on the February 3rd 2023 I also called Boost Mobile which is owned by Dish Network and spoke to a technician about why my dad could not receive incoming calls. ****** went thru all troubleshooting and after exhausting attempts he then suggested to restart the phone so he could make a attempt to call it, he was able to call thru. Today is February 6,2023 I had to call Boost Mobile again spoke with a lady and she advised there is three towers down in my dads area and thats why he is having trouble. She also advised us to be sure we need to leave the house because the phone won't work in the house or a car to test her theory. My dad just paid his bill of 35$ for cell service which is not attainable. He lives on his own and can't drive. I asked for a refund from her and she came back on the line and said she can't issue a refund because the towers are all working in that area. I called back to speak with a supervisor and the guy on the phone would not transfer me and when he did the person hung up on me. I simply wanted a refund of 35$ so I could go elsewhere since my business is not wanted.. I was not rude to anyone all my calls are recorded. The customer service I received was not existing, they lied to me over and over and suggested that I drive 4 hours to my dads and figure it out. The first call I made on the 3rd of Feb that gentleman was great. Why lie or make up stories its 2023 how hard is it to say I don't know or let's send you a new Sim card or phone or here 35$ for the trouble..This was a disgusting experience all of it was recorded.
Business Response
Date: 03/07/2023
March 7, 2023

*************************
1429 *****************.
**********, ** 50316
Re:BBB Complaint #********
************
Dear ************:
On February 7, 2023, we received your complaint, dated February 6, 2023, filed with the Better Business Bureau.
You stated that your father has been having problems with his phone service for over a week. You said you called Boost Mobile on his behalf and found out there were some service tower problems in his area. You asked the agent to refund his last payment but they were unwilling to comply.
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.
The Boost Mobile Terms and Conditions also disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account when service is canceled will be forfeited.
We regret any inconvenience you or your father may have experienced.
Sincerely,

***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
********************************************************************
*****************************

Customer Answer
Date: 03/07/2023

Complaint: 19343898

I am rejecting this response because: Were still having trouble with his service. Can't call in for troubleshooting when the boost mobile employees treat the customers like garbage instead of actual doing the job. Do better instead of quoting policy.

Sincerely,

*********************
Business Response
Date: 03/16/2023
March 16, 2023

*************************
1429 *****************.
**********, ** 50316
Re:BBB Complaint #********
Dear ************:
On March 13, 2023, we received your rebuttal, dated March 10, 2023, filed with the Better Business Bureau.
You rejected my response because your father is still having trouble with his service and cannot call in to get any assistance with his service.
On February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess, and remediate the situation. Cybersecurity experts and outside advisors were retained to assist in the evaluation of the situation, and we notified appropriate law enforcement authorities.
As a result of this incident, some of our customers are having trouble reaching our service desks, accessing their accounts, and making payments. Please know we are working as quickly as we can to address these and any other service-related issues. DISH TV customers can now make a payment through a secure payment form on our website. Boost Mobile customers can pay their bill and have some account functionality on my.boostmobile.com, at Boost Mobile stores, and on the MyBoost and BoostOne apps; earning Boostcoin is also available on the BoostOne app.
We also continue to increase our call center capacity and social media response capabilities we have more agents helping customers every day. In addition, our in-home technicians are visiting homes and assisting customers with new and existing services. Working to restore all of our customer experiences is a top priority, but it will take a little time before things are fully restored. Our DISH TV, ******** services, and data networks continue to operate and are up and running. Sling TV is fully operational on all platforms.
If you are having trouble contacting our customer service center for assistance, the other option would be to visit a local Boost Mobile retail store to obtain assistance through them. You can find a store by visiting my.boostmobile.com and at the bottom of the page you can click on Find a Store.
We regret any inconvenience you or your father may have experienced.
Sincerely,

***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc: ****** / ******* Better Business Bureau
************************************************************** 80210
*****************************
Initial Complaint
Date:02/06/2023
Type:Billing Issues
Status:
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.
Hello,I added the Orange Sim Card port request to my account today because the **Mobile network in my driving area is good and the **** Black Sim Card has no signal in many areas around me. I asked the porting department to transfer my number to the Orange Sim Card number i provided and they refused to port my number to the Orange Sim card. Please port ************ from the Black Sim Card to the Orange Sim Card network.
Business Response
Date: 03/03/2023
March 3, 2023

*********************************
2923 **************************.
*******, ** 60634
Re:BBB Complaint #********
924433288213 - ************
Dear ********************:
On February 7, 2023, we received your complaint, dated February 7, 2023, filed with the Better Business Bureau.
You said you obtained an orange SIM card and you requested that your service be transferred to the **Mobile network.
On February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess, and remediate the situation.
Were making progress on the customer service front every day, including ramping up our call capacity, but it will take a little time before things are fully restored.
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
3801 **************., #***
******, ** 80210
*********************
Initial Complaint
Date:02/06/2023
Type:Service or Repair Issues
Status:
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.
Recently purchased a Device and Plan from ******************** on 01/30/2023. Account number ************. Before placing the order, looked at the device unlocking policy which states that the device would be locked for 12 months before it can be unlocked. Whereas had a chat with an agent through the boost mobile website and I was told that the device can be unlocked within ************************************************************************* full (attached chat). Placed the order. On 02/01, service was activated while the device and the *** card were still undelivered. After receiving the device, had a chat with agent about unlocking and a ticket# ******* was created and was told to wait for 24 hrs for resolution. Next day I was told that the device cannot be unlocked before 12 months of service and to connect with call support team. Called boost customer service and they created another ticket for unlocking and this ************ that it will be unlocked (ticket# *******) but after 24 hrs the ticket was closed and phone was still locked. Continuously connecting with Chat and Call support team, further 2 tickets were created ******* and ******* but both were closed and phone still remain locked. I needed the phone for traveling abroad and therefore wanted it unlocked to use it during my travel on another network. I was sent in circles from Chat team to the Call and Specialists but none of them could help unlock the phone even though the phone is paid in full. Finally on my day of travel 02/06, I asked them to return the phone and provide a full refund for the device as well as service as I didn't use the service at all. But I was asked to pay the return shipping cost. I could not have argued more on my situation as I needed an unlocked phone for the travel and therefore no time left. I ended up keeping the phone which would be useless for next 30 days of my travel. I had to buy a new phone. I expect the phone to be unlocked or a full refund for the unused service.
Business Response
Date: 03/03/2023
February 22, 2023

Mr. *********************
36 ***************.
********, ** 18505

Re:        BBB Complaint #********
              ************ - ************

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

On February 7, 2023, we received your complaint, dated February 6, 2023, filed with the Better Business Bureau.

You said that you were told your phone could be unlocked because you purchased it at full price, even though Boost Mobiles unlocking policy states it would not be eligible for 12 months. You included screenshots of a chat conversation you had with an agent to confirm what you were told.

On February 21 and 22, 2023, we spoke to one another and exchanged emails concerning this issue; because of the information provided, your phone has been unlocked. You confirmed this and said your concern is resolved.

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
              **************************************
              ******,** 80210

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

Customer Answer
Date: 03/06/2023

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. They were able to unlock my device as promised.

Sincerely,

Upma ********
Initial Complaint
Date:02/06/2023
Type:Product Issues
Status:
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.
On jan 19th 2023 support confirmed that they were slowing all customers at the 35gb cap to 2g speeds instead of the advertised 3g speeds as a matter of policy. After escalation to a supervisor, I was credited a month of service and boost mobile was supposed to sort out how much they needed to refund me and call me back in 2 to 3 days. No call or refund happened. On Feb 6th I spoke to another supervisor who tried to tell me that none of this ever happened, even though I recorded the calls. I need refunds on about 17 payments of $60 for services intentionally not provided as advertised, and the policy to violate the terms of all customers purchases needs to be removed immediately.
Customer Answer
Date: 02/07/2023
Hi it did not add all my screenshots. In addition, the support chat agent seems to have confirmed that instead of calculating what they owed me, they deleted the transaction history from their end to try to cover their tracks.
Customer Answer
Date: 02/08/2023
In addition, the support chat agent seems to have confirmed that instead of calculating what they owed me, they deleted the transaction history from their end to try to cover their tracks. Boost mobile is now attempting to delete the *** where I made my purchases so that they can hide their scam
Business Response
Date: 03/07/2023
February 21, 2023

Mr. ***********************************
PO Box 85
*************, ** 11040

Re:        BBB Complaint #********
              ********* - ************

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

On February 7, 2023, we received your complaint, dated February 6, 2023, filed with the Better Business Bureau.

You said your data speed was reduced and you were told that Boost Mobile would research the issue to determine the amount you should be refunded,but you were never called. You request a refund of 17 payments for $60.00 each,totaling $970.00 due to this issue.

Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources, Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds. In addition, Boost Mobile s a prepaid cellular service and all payments posted to the account are non-refundable.

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: 8:00 am 4:30 pm MT (M F)
**************

cc:          ****** /******* Better Business Bureau
              **************************************
              ******,** 80210

              *****************************
Customer Answer
Date: 03/07/2023

Complaint: 19342931

I am rejecting this response because:
The boost mobile app that details plan information states that the speeds will be reduced to 3g speeds when data cap runs out, not 2g speeds. You have just admitted your breach of contract in this posting. Please immediately reimburse me for all paid monthly terms that boost mobile breached contract and reduced me to 2g, and for all months that I restarted my plan before the 30 day **** to prevent boost mobile from breaching contract and reducing me to 2g speeds.
I believe that the boost mobile payment POS information was screenshotted and added to this complaint before your response.
Sincerely,

***********************************
Business Response
Date: 03/14/2023
March 14, 2023

Mr. ***********************************
PO Box 85
*************, ** 11040
Re:BBB Complaint #********
738628950
Dear ************************:
On March 12, 2023, we received your rebuttal, dated March 10, 2023, filed with the Better Business Bureau.
You said you reject my response because the Boost Mobile plan states that data speeds will be reduced to 3G when your data limit is reached. Therefore, since my response stated that speeds would be reduced to 2G, this constitutes a breach of contract and you demand to be refunded for each month your data was reduced to 2G.
The reduction or throttling down to 2G was the data limit set for the **** Network, which was decommissioned by T-Mobile over the course of 2022. It was confirmed that your data was reduced to 3G and not 2G each time you reached your data limit. In addition, data speeds are also affected by a number of factors, such as a poor connection, network congestion, and/or too many apps running on your device. Therefore, data speed can increase and decrease based on your current location and environment. Therefore, your request for a refund or compensation will not be granted.
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
********************************************************************
*****************************

Customer Answer
Date: 03/18/2023

Complaint: 19342931

I am rejecting this response because: as stated already, boost customer support confirmed already on a recorded call that they were throttling me to 128kbps and then tried to convince me that it was 3g speeds at that rate, when it is not, those are 2g speeds. Numerous speed test results through several top leading network speed test services have confirmed the reduction to 2g dozens of times. By admission of boost and by independent speed test data, it has been confirmed that I was reduced to 2g speeds illegally and in breach of contract, and so far boost has promised to make it right by refunding me, refused to calculate the refund, tried to convince me 2g speeds were actually 3g speeds, and deleted my transaction history, as well as began to launch a new version of the app so that they can delete the app modification history of the *** where I made my purchases, in order to cover up the massive fraud they have perpetrated on their customers. Boost owes me a refund or I will contact and involve class action lawyers on this situation and force repayment to EVERY affected customer. You are caught, plain and simple. Please contact me at ********** to arrange my refund. Also, please preserve all data and payment history surrounding customer purchases on the plan I am subscribed to and all others with data caps advertised at 3g, as well as all data and history surround the *** app and its updates to the terms and conditions of each plan, as well as all internal communication surrounding my issue, and any other customers similar issues, as this information will likely be required in court to assert/defend against damages claims.

Sincerely,

***********************************
Initial Complaint
Date:02/06/2023
Type:Service or Repair Issues
Status:
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.
To whom it may concern;I have been a customer of ********************** for the last 2 years. My service was always great until around March of last year. I know Boost runs off of T-mobile towers, and there is a tower less than 3 miles away from me, yet I never have service. I have called to try to resolve this issue but am always sent to a call center where it is hard to understand their customer service agent. I will be switching phone providers, but I would like the $50 back that was deducted from my account on Februry 4th for unlimited service, when I'm not receiving service at all and this has been an ongoing issue for months.
Business Response
Date: 03/01/2023

March 1, 2023

***************************************
4611 *****************************
*********, ** 49271

Re:BBB Complaint #********
756318125655 - ************

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

On February 7, 2023, we received your complaint, dated February 6, 2023, filed with the Better Business Bureau.

You expressed concern with the network coverage in your area. You indicated that you will be going to another service provider. You also expressed concern with the customer service you experienced. You requested a $50.00 refund for the last payment you made.

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.

Please do not cancel your Boost Mobile service. Once again, your account must be active in order to port your phone number. Your existing Boost Mobile line will automatically cancel once the number is ported to your new provider.

Contact the new provider to let them know you want to transfer your number from Boost Mobile. Provide the following information to your new provider:

Your Account Number: If you do not know your account number, it is advised to visit a ******************** store to obtain it.
Your ***: This is your account ***, specific to each phone number on your account.

Additional Notes:
If the first attempt to transfer your number is unsuccessful, you will need to update the *** for the service line being transferred, cancel the initial transfer request, and submit a new transfer request through the new provider.
After the confirmation date of transfer has passed, there is a 72-hour window before your number transfer will complete. During this window, your phone can work with both carriers. Please do not attempt to cancel your Boost Mobile account during this window as it will affect the routing of your phone number.
Often, the confirmation date or time differs from the time you submitted the request. The 72-hour window is from the confirmation, not the request. If you do not know the date and time of the confirmation, please reach out to your new provider.
Once your number has been transferred to a different provider, your Boost Mobile service line will automatically be canceled and removed from future billing.
The number transfer request is submitted through the new provider.
If a user is assigned to the phone, either the user must set up their own *** or the owner must remove the user from the phone.
Voicemail does not transfer with the number.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account when service is canceled will be forfeited. As such, your request for a refund cannot be met.

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: Tuesday through Saturday 8:00 am - 4:30 pm MT
**************

cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210

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

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