ComplaintsforOmniMoney By Boost Mobile

• Initial Complaint

  09/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a phone and service from a local Boost Mobile store on 9/8/2024. I have had several issues with the function of the phone all reported to the local store. Troubled with all the issues of the phone and not receiving adequate service or explanation for all the issues from the local store. Frustrated, I contacted ******* the phone maker and they suggested to take the phone back to the store. The store techs are unconcerned and dismissive as they were in the begining. My concern is the phone is faulty and or a refribushed phone purchased as new. I should not have so many issues with a phone just in two weeks. While, I have received 3 months of credit from the office of Boots Mobile. I have no confidence in the local store where the phone was purchased. Further, I believe based on my experience with the phone that it is a faulty phone. The credit on a faulty phone is not a solution for the future use of a problematic phone. I did not receive a contract from the store even though I requested one. Their receipt has no phone number and they are now not responding to my calls (I had to ****** their phone #). I want a proven new phone and an adjustment on the monthly bill service as indicated in the begining. I believe Boost headquarters should be concerned as to what their local outlets and how they operate and deal with the community customers.

  Business response

  09/20/2024

  September 18, 2024
  
  
  
  Ms. ******** *****
  ******************************************
  ************************;
  
  Re:          BBB Complaint #********
                  ************** -2024-09-20788
  
  Dear Ms. **************** September 17, 2024, we received your complaint, dated September 17, 2024, filed with the Better Business Bureau.
  
  You said that you purchased a phone from a Boost Mobile retail store and you have encountered several issues that you reported back to the store; however, they have not been resolved. You contacted ******* and they advised you to return the device to the store.
  
  When we spoke on September 18, 2024, I informed you that Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. I will pass your complaint along to our retail store escalation team for further review.
  
  You also mentioned you were supposed to be on a more affordable service plan. I explained that some devices are sold at a heavy discount and require a higher service plan. As an exception, I will request to have your service plan switched to our $25.00 Unlimited Talk, Text and with 30 GB Data.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Entered by BBB staff DC. Consumer states on August 21 she thought she lost her phone and went to the Boost Mobile store in *********, ** to tell them. They suggested for her to get a 2nd line, which she did. They would cancel the other line. She found her phone the same day and called them to cancel the 2nd line. They have charged her $88.00 for a phone she tried to cancel within 24 hours. They will not cancel the line until the following billing period.

  Business response

  09/18/2024

  September 17, 2024
  
  
  
  Ms. ***********************
  *************************
  ************************;
  
  Re:          BBB Complaint #********
                  ************ -2024-09-20670
  
  Dear ****************:
  
  On September 16, 2024, we received your complaint, dated September 12, 2024, filed with the Better Business Bureau.
  
  You stated you lost your phone on August 21, 2024. You then visited a Boost Mobile retail location and the sales representative suggested to open a second line and cancel the original one. However, you found your device the same day and attempted to cancel the second line, only to be told it cannot until the next billing period. You were charged $88.00, which you requested to be refunded.
  
  When we spoke on the phone today, I informed you that our records confirm a payment of $62.84 was made on August 29, 2024, towards your new service plan price of $88.00. There is also a pending disconnection of your second line set for September 29, 2024. In the interest of customer satisfaction, the line ending in 8211 will be disconnected immediately and the $62.84 payment refunded.
  
  We apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  
  
  ******************************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  **********************************************
                  ******,CO 80210
  
  *********************
  

  Customer response

  09/18/2024

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

  Customer response

  09/18/2024

   
  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

  09/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  they hide the fact that they charge you 15 days after you open your account on a postpaid account. they will not help you at all. they kept saying that a month of service was 15 days

  Business response

  09/10/2024

  September 10, 2024
  
  
  
  ***************************************
  646 French Dr.
  ********, ** 43228 
  
  Re:          BBB Complaint #********
                  ************** -2024-09-20220
  
  Dear ****************:
  
  On September 9, 2024, we received your complaint, dated September 7, 2024, filed with the Better Business Bureau.
  
  You stated that you purchased phones and services through us and activated your account on August 13, 2024. You mentioned that your bill should have not been due until September 10, 2024;however, it was due 15 days after activation and your services were then interrupted early. You also indicated that you have been unable to port out your phone number. You requested a billing adjustment and assistance with your account.
  
  Our records indicate that your bill generated on August 14, 2024, with a due date of August 28, 2024. This covered services from August 13, 2024, through September 13, 2024. As we did not receive a payment by the due date of August 28, 2024, your services were interrupted on September 8, 2024. Please note that if a payment is not received by December 12, 2024, the account will be completely disconnected.
  
  Porting requires the account to be in good standings; as your account is currently not, your phone numbers are not eligible to be ported. Once you have restored services, you would then be eligible to port out your number(s).
  
  We decline your request for a billing adjustment. At this time, a payment is required to restore services.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  *****************************
  
  

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two phones from Boost Mobile and also to plans. Since activating the phones there has been numerous problems with the service on both lines and I've had to make about eight phone calls to Boost Mobile to resolve the issue. This last time I told him I wanted a credit to my account or to cancel the service since it was the last day that I had to do so since activating the phone. I kept trying to talk to the manager and finally he said we're not doing that we're not giving you your money I will only give you a $10 credit towards your account and only towards one line and we're still having issues with the phones and I just want my money back which they are refusing to honor.

  Business response

  09/10/2024

  September 9, 2024
  
  
  
  Mr. *************************
  ***************
  ******, GA 31632 
  
  Re:          BBB Complaint #********
                  ************** -2024-09-20219
  
  Dear ********************:
  
  On September 9, 2024, we received your complaint, dated September 6, 2024, filed with the Better Business Bureau.
  
  You said you bought two phones and two plans, but you have faced ongoing service issues with both lines. After making several calls to customer care that did not achieve a resolution, you requested either an account credit or to cancel your service. You indicated the agent refused to provide a refund and instead offered only a $10.00 credit for one line. Despite continuing problems with the phones, we have not honored your request for a full refund.
  
  My attempt to contact you at ************* was unsuccessful, but I left a voicemail.
  
  Our records show that your issue was resolved and on September 8, 2024, you were sent an email advising you of this.In the interest of customer satisfaction, I applied a one-time courtesy credit of $32.03 to your account.
  
  We apologize for 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, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  **************************************
                  ******,CO 80210
  
                 *********************
  

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday August 23, 2024, Me, my son and his Father went into boost mobile to add a line onto my sons phone for his birthday. We had took my old iPhone 8plus that I just paid $160 to get fixed in to get it turned on. We were assisted by the Manager *******. We told her what we wanted to accomplish so she said she can do that for us and charged us $70 for the activation fee and for the first months bill. My sons Dad paid the $70 on his card. After paying she told us the phone was not compatible and it would not work. So because it did not work of course we inquired about getting a full refund. She said she can only give a portion of his money back for the activation fee but not for the first months bill. She said however, we could get an item off the wall to cover the $25 she couldnt give us back . But when she was challenged on why she couldnt give the full balance back she got an attitude and dismissed us. My sons father took a charger and she threatened to call the police so he gave it back and we left. The next day I took it to another phone carrier and the employee told me my phone was broke. When I called ******* to ask her is she broke my phone she admitted to it! When I asked her would I be compensated because I just paid $160 to get it fixed her response was that she would not compensate me. So in all we were robbed of $185 and were not compensated for our wasted time and money! In addition, we had to get another phone, go to another boost store and pay an additional $90 to get the phone activated with no trouble! I am very disappointed because I was nothing but nice and patient with ******* and we were robbed!

  Business response

  08/30/2024

  August 30, 2024
  
  
  
  ***************************************
  **************************************
  *********, NC 28227
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Ms. ******************** August 28, 2024, we received your complaint, dated August 26, 2024, filed with the Better Business Bureau.
  
  You stated that you went to a Boost Mobile retail store to add a line for your son. You were charged $70.00 for an activation fee and the first month of service, and then you were told that the device you wanted to use was not compatible with the service. You asked for a refund from the store,but you were only given one for the activation fee. You went to another retail store where you were able to purchase a new device and activate the service. You visited a store for another carrier, and they told you the original device was broken. You called the employee at the first store who admitted that she broke the phone. You requested to receive a refund.
  
  My attempts to contact you by phone at ************** on August 29 and 30, 2024, were unsuccessful. I was not able to leave a voicemail. I also sent an email to *********************** with a request to contact me.
  
  We were not able to locate an account with the information provided; therefore, we cannot issue a refund. Please call me directly at ************** or respond to my email, to provide your account information and the information of the retail store(s) for further review. I can then submit this information to our relationship management team for investigation.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  *********************
  

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  june 25 2024 my cell phone got hacked and sim swapped so someone is getting all my texts and calls and emails and has changed all my passwords from my bank accounts down to my ******* account and then they also have my other email for the 2nd verification so i can't get into any of my accounts for anything and i called boost to cancel and shut off my acct and they said they couldn't but they would suspend it then in 90days it will be completly shut down so i opened up new bank accounts including one for my son who gets ssi and i am in charge of it and now today that new account is hacked into and the bank said it was through a cell phone that they changed my info so i called boost and told them it happened again and it needs to be completly shut off and they tell me yes in 90 days it will be. so i guess for 90 days someone else can get all my info and who knows what else they will be able to do with all my info. the phone needs to be shut off asap

  Business response

  07/17/2024

  July 17, 2024
  
  
  
  Ms. *********************
  *******************************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. ***************** July 15, 2024, we received your complaint, dated July 13,2024, filed with the Better Business Bureau.
  
  You stated that on June 25, 2024, your cell phone was hacked and your SIM card swapped. You indicated that the person took control of your financial accounts, as they were able to change all your passwords, and they were able to gain access to the email address you use for two-factor authentication. You said that the account is suspended and you were informed it would be fully disconnected within 90 days. You mentioned that your bank account was hacked into twice. You requested the line be completely disconnected.
  
  While Boost Mobile regrets that your financial account was accessed, we are not liable for any unauthorized access to your third-party financial accounts. Specifically, under the Boost Mobile Terms and Conditions,Boost Mobile is not responsible for any unauthorized access, disruption,withdrawals, or other unpermitted activities in or relating to your other accounts maintained and controlled by other account providers for which you decide to use SMS two-factor authentication. Boost Mobile does not control or maintain your cryptocurrency accounts and because the withdrawal involves a separate account unaffiliated with Boost Mobile, we encourage you to contact your financial institution for more information on securing your third-party account.
  
  As requested, the line for the number ending in 9823 has been fully disconnected.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *******************, #***
                  ******,CO 80210
  
                  **************************;

  Customer response

  07/17/2024

   
  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,
  
  *********************

  Thank you very much for disconnecting the line

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday June 27,2024 at 9;35 pm I paid $61.70 for my phone bill and received a email that said thank you for your payment and at 9;35pm they shut off my phone and when I called the customer service they said they couldn't find the payment so I asked for the manager he's name was **** he was very unprofessional and they cancelled my phone service and I called again June 28,2024 at 10,00am The agent's name was **** and he gave me a ticket number and I found out it was to transfer a phone number that I didn't even have anymore my phone just got turned back on Monday July 1,2024 was off a whole week even tho they found the payment Friday morning

  Business response

  07/05/2024

  July 3, 2024
  
  
  
  ***************************
  ****************************************** 9
  *****************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On July 3, 2024, we received your complaint, dated July 2,2024, filed with the Better Business Bureau.
  
  You said you paid $61.70 on June 27, 2024, and received confirmation of the payment, but your service was interrupted for an entire week. You expressed frustration with the customer service you received, stating the agent you spoke with was unprofessional. You also said a ticket was submitted and you were informed it was to transfer a phone number. Your service was reinstated on July 1, 2024, although the payment was located on Friday morning. You are requesting a billing adjustment.
  
  When we spoke, I informed you the ticket that was submitted to address the aforementioned payment issue, found that the it was posted to the incorrect account; because of this your service was interrupted due to nonpayment.On July 1, 2024, the payment was transferred to the correct account and service was restored. I offered a one-time credit of $10.00, which you accepted.
  
  We apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *******************, #***
                  ******,CO 80210
  
                  *****************************
  
  

• Initial Complaint

  06/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They allowed me to open and account and make a ********************** deposit. I then waited over a week and a half for them to post my money to the account but notify me my account was denied and lock me out of account with my money posted in there and said they would mail me a check.

  Business response

  06/12/2024

  June 11, 2024
  
  
  
  *************************
  TX 75147
  
  Re:          BBB Complaint #********
                  *************
  
  Dear **************:
  
  On June 6, 2024, we received your complaint, dated June 6,2024, filed with the Better Business Bureau (BBB).
  
  You said you were allowed to open an account and make a deposit, but you waited a week and a half for it to post. You were then informed your account was denied and you were locked out. You indicated that a check was supposed to be mailed to you.
  
  I worked with our partners and they informed me the information you provided to the BBB is different from what you provided on your application.
  
  Please provide me the exact information you used on your OmniMoney application, i.e., the address, date of birth and email address, so I can look into your issue further. You can send this information to **********************  
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *******************, #***
                  ******,CO 80210
  
                  *****************************
  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I told them I have a SIM card and told them if they couldn&#**;t give me service I will find another place. I was sent to a tech guy to help me get the phone activated, I was put on hold and then he hung up on me. I was on the phone from 1 pm until they closed with the tech guy. When it was first activated it didn&#**;t work and they had to reimburse me. It still wasn&#**;t activated. I had to pay again and got a new phone number. They tried to give me an area code in Southern IL that was not even near me. They were closed the following day. Before it ended, I was on the phone with him and he told me I would need another phone so I gave him my neighbor&#**;s phone number to troubleshoot my phone and get it working. Finally he gets back on the phone and I ask what is taking so long. I was $200 non refundable, my mom was in the hospital so I couldn&#**;t take my trip. I had to wait until they opened again, they had me troubleshoot the phone and they said they would send me another SIM card. The new SIM card didn&#**;t work so I was on my neighbor&#**;s wifi. Then I got told there was something wrong with their towers. I explained it to multiple representatives and they said once the money goes through that&#**;s all you can do. My account information is ************, phone number ************. I want my money back asap for the last 3 months of service that I have not received.

  Customer response

  06/06/2024

  Hello this is ******************************* I just need to rewrite my complaint because the lady that took my complaint wrote it down wrong so Im just gonna start from the beginning.I was with AT&T and I decided to switch to boost mobile since they were cheaper &plus boost also advertise for AT&T network and T-Mobile network & so when I called I said I needed AT&T network because thats the only network I can get in my area & I said I have a iPhone XS *** which can use a e*** card so I wouldnt have to wait for a actual *** card & that I really needed to get my phone activated that day because I needed a working phone for the 

  Following day so I could use maps app for directions or Im gonna loose $200 which is non refundable & so I told the boost representative that if i was unable to get my phone activated with AT&T network then I needed to get off the phone & call other cellular phone companies because I cant afford to loose this non refundable $200 the following day plus my mom isnt doing really well and we just had to sale her house and put her in a home but shes been back in forth between the hospital & rehab & if something happens they need to be able to reach me so it was extremely important that I get my phone activated & thats its activated under AT&T network & i said that multiple times & then the boost rep said shes not allowed to tell me what network Ill be receiving and I knew right away, she didnt know what she was doing so I asked to speak with a supervisor and I explained to him that I needed to be under AT&T network and That I had phone that uses a e*** so I could get my phone activated right away& if 

  for some reason I couldnt then I needed to get off the phone & call other cellular companies because I needed to be able to use my phone the next day & I was very clear w/the supervisor as well & so he said that once we hung up that all I should have to do is turn off my phone & then turn it back on so we disconnected & I turned my phone off & back on & I had no service so I had to call them back & I had already been on the phone for several hours prior to this because at first they gave me a phone # with a area code that was in southern ******** which is no where near me & so they had to refund me money in which I had to wait several days to receive that refund & I had to activate a new account & at first the rep was trying to say I had to pay for a new activation in which my first activation is never even activated & I said no Im not paying for a new activation & that I havent even got my phone activated yet & the only reason I was able to get a (618) area code is because I suggested changing my zip code in which to my surprised worked & anyway when I called back to tell them that I have no service they then sent me to a tech guy that was suppose to help me fix the issue and my call started at 1:00 pm and it was now around 8:30 pm & I told the tech guy Id been on the phone with them the entire day & that I hadnt even ate anything all day & I was hungry & tired so the tech guy said I needed a different phone in order to run this troubleshoot in which I ran to borrow my neighbors phone because I had no other phone & I was actually using my neighbors Wi-Fi & I had to call them from a calling app so I got the phone & I gave him the other phone number because he was suppose to call me on the phone I just borrowed but I stayed on hold waiting for him to call the other phone & he was talking forever & I could see I was still connected so I started saying hello,hello & finally he gets back on phone & I go what is taking so long I thought you were gonna call me on the phone number I just gave you so we could troubleshooting this phone & I said I already told you Id been on the phone since 1pm & it was important that I had service for the following day or I was gonna loose $200 which was non refundable & I told him about my mom & so on & so I waited & waited & he still never called the other phone I had to borrow & then I was disconnected & so I called boost back again & they were now closed & so I know exactly what that tech rep did he waited until it was time for him to clock out & disconnected me oh I was so upset & I felt so disrespected & for him to know all Id already been through since 1pm not to meantion Im a new customer & I still dont have a working phone & now its 9:30pm & all the cellular phone companies are now closed so its not like I could call somewhere else to get my phone activated & Ive already paid twice but Ill have a refund within 10 or more days from there first mistake & now Im gonna loose $200 which is non refundable the following day because my phone was never activated correctly & I couldnt make the trip because I didnt have a working phone to use maps for directions & if my mom or hospital needed to contact me they couldnt & this whole time Im assuming Im under AT&T network so of course my neighbor was gone the entire day until after 7pm and I didnt realize they closed @ 7pm the following day so I was without a working phone again the following day because in order for me to call I needed to use my neighbors Wi-Fi & use a calling app so I then finally got ahold of a rep three days later when I was able to call & they wanted to try to do this troubleshooting again but I was disconnected once again & then I called back & same thing happened I was disconnected & honestly I was already getting frustrated with having to repeat everything to another rep and when I disconnected once again I stopped trying and just cried & cried for the way Id been treated because not one time did a rep have the decency to call me back & so after a few more calls and being disconnected on a few more times I literally stopped calling because I could tell my neighbor was getting frustrated with me asking them to use there Wi-Fi over & over again ya know so I waited a few days before calling again so when I tried again they said they were gonna send me out a *** card in the mail & it would be a AT&T *** card & Im like there shouldnt be a difference between a e*** & a actual *** card & if Im not AT&T network then of course the e*** isnt gonna work because I dont get t-mobile network out in the country where I live & I made that very clear when I tried to activate my phone & so I was patient & waited for the *** card to come in the mail & it was a t-mobile *** card so Im like what the heck & I called once again & the rep goes the system activated you under the best network for your location I go no apparently not because I still have no service & Im still unsure if the e*** number is under AT&T or t-mobile network & so I was transferred again & I was in process of doing a troubleshoot but once again I was disconnected on and my bill was due again so I went ahead and paid it so I wouldnt loose my number and I began this process all over again because I wanted to stay with boost mobile because my bill was a lot cheaper than what I was paying and while I was paying full price I was also supposed to be getting a discount through lifeline & Acp program that was never applied the entire time & then I was removed from the Acp program & I tried to reapply but they wouldnt let me since I was somehow removed from the Acp program in which I didnt remove myself because Id was already enrolled with them prior to switching over to boost & I gave them my ID number & it wasnt never applied to my boost bill & so I was having to pay full price and I tried over & over trying to get that added because I shouldnt of had to pay full price & I dont have the money to keep blowing on a cellphone service that I cant even use & so after calling many more times thinking a supervisor is gonna help me fix this problem because being able to use a e*** card it should take a few clicks on a computer to make sure Im on at&t network & fix the issue so once again I let them put me through the very last troubleshoot and again I was once again on the phone the entire day trying to get someone to help me or to just listen and they once again wanted to do another troubleshoot so I said I will let them try one last time and this will have to be the last time & the tech lady reassured me that I should have service once we were done so I trusted her & while my phone was going through its troubleshoot I was disconnected again at 9:30 pm and my phone still never got activated and my bill was due at midnight so I had to pay again for the 3rd time & I called the next day and out of the many many calls & hours & hours like all day for **** days trying to get someone to help me I finally get a representative on the phone that asked me for my address in which I gave it to her & she said that I dont have service in my area under t-mobile network and I said Thank you I said that on day one and she said yeah you shouldnt of been activated under t-mobile network because theres no towers near you for t-mobile I go I know this & went on to tell her I told the supervisor that the day I tried to activate my phone and that I only can get AT&T network where I live & so she said she was gonna get someone to help me so Im thinking finally Im gonna get my phone activated because I had only left my home twice because my transmission had started going out so I couldnt go anywhere & I said you can tell that I havent used any of my data & the second month there was a very tiny bit of data used which was because I left my house and I didnt even start getting service until I was out of the next town over from me like the service in a town over from me was only showing one bar & so when the lady realized what Id been saying the whole time I really thought I was getting somewhere like I said & the tech guy gets on & then tells me in order for him to activate my phone under AT&T network that I needed to pay a additional $12 dollars and some change for a new *** card & then hes like well you have a e*** like I didnt have to pay for a e*** & I cant remember the correct amount but I know it was $12 something & I said no Im not paying anymore more money because Ive already paid three month and I have had any service the entire time besides when I left my home twice & you should be able to tell that by the data usage plus all the calls Ive made & there should be plenty of notes in my file to verify that as well & he said well Im sorry I cant help you unless you pay the $12 something I go let me talk to a manager so the manager gets on the phone & im explaining everything to him & he was extremely rude & disrespectful and tells me that I need to go to a boost mobile store & pay for a new account under AT&T network so telling me basically that even though weve taking your money for three months & put you through complete h*** & you lost $200 not my problem & now that youve got no running vehicle go ahead and find yourself a ride to boost mobile and give us some more money because we cant help you make sure your under the correct network for your location & boy I was now done being nice and I told him this is honestly the worst Ive ever been treated by anyone in my entire life & 47 years old. & he literally just hung up on me so I called back again and began telling the representative of all that Ive been through and what it just happened prior to calling & when I told him about the guy that asked me for another $12 something for a AT&T *** card he then started discussing it with someone else and I could still hear him & he said that,that rep should of never asked me to pay anymore money because Ive been already paying now for 3 months and I have no service & I said yeah and I lost $200 which if the calls are recorded as started then you should be able to go to that recording from day one of me trying to activate my phone me repeatedly saying if Im not under AT&T network or for some reason I couldnt get under AT&T that I needed to get off the phone & a call a different cellular phone company in which I repeated several times because I couldnt afford to loose this $200 the following day but not only did I loose the non refundable $200 I also tried to work with boost & even paid full price for three months on a service that I never even got use besides the 2-3 times me leaving my house 3 towns over & after all the calls and the many many days/hours I had spent on the phone calling them they better not say anything about the tiny tiny bit of data that *** of been used because that would honestly make me sick and I feel I should be reimbursed for all Ive paid in and the $200 I lost because of them in which I was very very clear about on day one & I also did surveys and stuff on the app to lower my phone bill which was also never ever applied to my bill along with the discount I was supposed to of received through the Acp program and lifeline program in which I was already enrolled in when I switch over to them & then I was unable to get the Acp applied because they were getting ready to end the Acp program but I should of been able to use 5-6 months on my phone bill because I know for a fact that there still excepting Acp on other cellular phone plans & I know that because my boyfriend still is getting his applied to his bill along with his lifeline so he gets double the data and because I was somehow removed from the Acp program I lost out on 5 months and they wouldnt allow me to reapply so now I can only get the lifeline applied to my new service I just activated with AirTalk wireless and that is so not fair because I sure the h*** didnt unroll myself from the program and for them not to make sure that was applied as well on day one is also so not right. I feel completely robbed and I was with AT&T for over 15 years so I guess they dont want a good customer they apparently like getting called and complained too. So I absolutely feel like they should reimburse me for all Ive paid in & the $200 they made me loose which is recorded and I should get the money I earned on the app that was never applied to any of my bills. Some of the points were under the first email I used because they had to refund me and I didnt realize it because I had to give them a different email the second time when they activated the second account the first email was ********************** and the one ive been using for the last three months is under ************************** but I earned money off both accounts and it was never applied to any bills & I also feel they owe me because they also basically screwed me out of 5 months of Acp which should of brought my bill down even more but neither the Acp or lifeline program was ever applied and I had a ID number and everything. Also wanna add that apparently Im not the only person this has been happening too because when I wasnt getting anywhere with no one I had spoken to at boost mobile customer service well I had no service PERIOD,I started researching what I should do and many many others have been going through the exact same things Ive been going through & you can go to Reddit and read all the complaints and many others not having service for months as well but was still charged and I honestly see a class action lawsuit happening very soon if its not already in the making and there real lucky something horrible didnt happen to my mom while I didnt have service she was in the hospital with fluids on her lungs the last few days and now she is back at the home we put her in however I almost forgot my ************************************************************************************* which I can also provide the date and pictures which were posted on instagram and ******** but guess who wasnt in any of the photos ME her own mother and I cried for hours over that one because she wasnt able to contact me and I even have a text message from her from that day to prove that as well and my son turned 22 on *** 05th and I couldnt even call him to wish him a happy birthday now remember my transmission went out so no car no phone and I lost 3 months of payments for no service lost $200 & lost Acp and both Acp and lifeline not applied or none of the money I earned was applied so Id like $200 plus the three months of payments plus earned money from app and what I should of received for the Acp and lifeline also credit to me for not applying it to my account. I have been very very patient and I definitely feel I deserve it! Thanks for taking the time to read this and Thank you for helping me. Ive never ever had to go through anything like this before in my entire life and its been extremely stressful and on top of it all Im going through menopause so this stress has made my symptoms much worse than ever as well. My phone number on my account is ************** & my four digit passcode is 5402 so they can get into my account and read all the notes that the reps should of applied to my account from all my calls Ive made to them. I  sorry if *** repeated myself but I actually had to do that on every single call Ive made to boost which I completely understand is annoying. But I just wanted to make sure I covered everything Ive been through. They should of seen from day one I didnt have service at my address and any other cellular company could of fixed there mistake within minutes.Worst customer service Ive ever had & there all obviously clueless. Dont forget to read the complaints on Reddit as well. Thanks again

  Business response

  06/11/2024

  June 10, 2024
  
  
  
  ***********************************
  **********************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On June 4, 2024, we received your complaint, dated May 31, 2024, filed with the Better Business Bureau.
  
  You stated you have experienced network difficulties with your Boost Mobile service. You requested a refund of all payments made to your Boost Mobile account for the last three months.
  
  Our records indicate your service was interrupted on June 8, 2024, due to nonpayment.
  
  Boost Mobile is a prepaid service; as such, all payments made are nonrefundable and final. Nevertheless, due to the service issues you have experienced since activation, I issued a refund for all three payments made ($25.17, $25.17 and $12.57).Please allow ten business days for processing.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***********************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:          ****** / ******* Better Business Bureau
                  ********************, #***
                  ******, CO 80210
  
                  *****************************
  

  Customer response

  06/12/2024

   
  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

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up with boost mobile back In December 23,2023. From the beginning I have had issue after issue. Now I find out after having no choice but to upgrade to unlimited. That their unlimited is limited. I was really upset after going round and round with ***************** To me being a large corporation cellphone company would take someone's low income on ssi disability and false advertise. May 1st due to online classes,and online a lot,was having to purchase. Being USA there are laws in place that protect the small people ad consumers. I had problem after problem,now,last night I started getting no service on internet classes. Then I read text message that I was over limit of gigabytes and that I needed to purchase more,not even half way into month of giving them ***** for unlimited service. Spoke with customer, I just had to be a mistake. No no mistake,I'm over my gigabytes. How or what their definition of unlimited is defers from the meaning in dictionary. I'm out of money,overdrafts just to get unlimited because I can't keep purchasing more gigabytes on the limited plann,so I had really no choice,do to my online classes. Now I find myself having same problem on unlimited that I did on limited.....last I knew it was against the law to false adverse. I am finding myself forced to purchase more gigabytes to get me through to end of month or drop out of my classes. In which I do not have the money,to go start up service elsewhere. I feel like that if not all the money and compensation. That I'm entitled to atheist half of it for service to this date.im not sure what my best option is at this point. I do feel like canceling service today. Due to no money and in need of phone due to health disability issues I cannot be without phone at house in case of emergency. Which I feel that they know people need phones ,and are put in same POSition as myself. Especially in these days everything is so expensive, people just don't have enough to live. Corporations take more

  Business response

  05/22/2024

  May 21, 2024
  
  
  **********************************
  5307 Hearthstone Dr.
  *********************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear *************************:
  
  On May 16, 2024, we received your complaint, dated May 15,2024, filed with the Better Business Bureau.
  
  You said you upgraded your Boost Mobile service to a $60.00 Unlimited plan and ran out of data part way through the month. You contacted us and confirmed that your account had reached its data capacity. You do not understand how you can be capped on an unlimited plan.
  
  My attempts to contact you at ************** on May 20 and 21, 2024, were unsuccessful, and I was able to leave a voice message with my contact information. I also sent an email to you at ****************** with a request to contact me.
  
  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 3G 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.
  
  The $60.00 ************** Talk & Text plan on your account includes a 30 GB hotspot and Todo Mexico that allows unlimited calls and texts to ****** and ******. We also have a $25.00 Unlimited plan that is throttled after you reach 30 GB.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *******************, #***
                  ******,CO 80210
  
                  *****************************

  Customer response

  06/02/2024

  They sent their response to wrong email,here the boost executive doesn't even have my email through their own company,in which I had boost mobile get it make t for me??!! Then mention in it that I was 3gwhen I'm 5g,and on top of it basically confirmed that it's unlimited data talk and text but I'm limited due to running out before 30 days...pretty darn self explanatory.  Confirming what is and was my complaint about false advertising...no matter how you want to justify or put in your words,it's simple,you either are limited or as you advertise unlimited, since your saying I ran out,that clearly is limited!!! He might need to purchase a dictionary

  Business response

  06/11/2024

  June 10, 2024
  
  
  
  **********************************
  ********************
  ***********, ** 30504
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear *************************:
  
  On June 10, 2024, we received your rebuttal, dated June 7,2024, filed with the Better Business Bureau.
  
  You said you do not understand why Boost Mobile said your service was 3G (it is 5G) and they confirmed you are on an unlimited data plan,but you continue to run out of data. You requested a refund.
  
  As previously advised, 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 3G 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. 3G is the speed you are throttled to when your data usage exceeds 35 GB. Your data is not eliminated; it is slowed down for the remainder of your billing cycle.
  
  The $60.00 ************** Talk & Text plan on your account includes a 30 GB hotspot and Todo Mexico that allows unlimited calls and texts to Mexica and ******. Please note, we have less expensive plans available.
  
  The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Your refund request is denied.
  
  If you wish to change providers, your account number is ************ and your port-out PIN is ******. Additionally, I unlocked the device listed on your account.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *******************, #***
                  ******,CO 80210
  
                  *****************************
  

*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. ↩