Boost Mobile Customer Service Issues

I accidentally broke the screen on my phone, for which I have insurance and pay via AutoPay each month. The service is already unreliable. When I submitted a claim online, I was surprised to find out that it would take a whole week to receive a replacement phone. The cashier at the remote location I visited was rude, insisting I wait the week, despite my pregnancy and multiple jobs. I contemplated buying a new phone, but the cashier's attitude, citing her own experience waiting for a replacement with two kids, was frustrating. Upon reviewing my account online, I noticed several inaccuracies in the information provided by the employee at the first location, including my email and date of birth. These mistakes are concerning. The service quality and customer support are inadequate, and I wish to cancel my service for the upcoming billing cycle.

I recently experienced an issue with Boost Mobile where my phone number was changed without my consent. The explanations provided were inconsistent, with one representative mentioning a website glitch while another stated it was an error on Boost's end. Research indicated similar incidents happening to other customers. After numerous hours spent trying to retrieve my original number, I was given a fake number that redirected calls to Sprint, prompting me for a credit card to make calls. A phone number is essential for personal and professional communication, and its unauthorized alteration violates privacy and causes significant inconvenience. Boost must be held accountable for this mistake and should immediately restore my old phone number. If recovery is not possible, they should release my IMEI from the fake number. I should not be charged for a service that is disrupted due to a change I did not request or initiate.

I got my brother and father new phones from Xfinity for Christmas, as they are with the same provider I use. When trying to transfer their numbers, Xfinity requested the account information from Boost Mobile, which has been hard to obtain. The information isn't available online or in-store, and the only way to get it seems to be by calling and hoping they will provide it.

Last night, on January 3, I removed my Boost SIM card from my phone and switched to another phone carrier. I needed to discontinue my automatic Mastercard payment, but Boost's website does not provide a user-friendly option for this. Unfortunately, live customer assistance was not available. I believe improving the website's design and company policy would greatly benefit users like me. I understand the challenges of customer service and appreciate your help in advance. This morning, I aim to cancel my automatic Mastercard payment to Boost, a task I cannot complete on the website. I will also handle this on my end, and together, we can make the process smoother for the new year. My cell number is [redacted] (will be active tonight) and my temporary number is [redacted]. You can reach me at [redacted] I want to express my gratitude for your assistance. Best regards, Jeffery

I have been a loyal Boost Mobile customer for eighteen years. Despite one late payment last year, which resulted in a brief disruption, I have since set up Auto Pay. Recently, my yorkie was attacked by a feral cat and required emergency vet care, leaving me with only four dollars in my account. Due to this unforeseen expense, I requested a 48-hour extension to pay my bill, explaining my situation to two Boost representatives. They reduced my plan from fifty to thirty-five dollars but insisted the payment was still due on Monday, January 10th. Despite emphasizing my long-standing commitment to Boost over the years, they were unable to grant me the requested extension. I am deeply disappointed by their lack of empathy during this difficult time. I am left feeling heartbroken and overlooked after being a dedicated customer for nearly two decades. Your understanding and compassion would have meant a great deal. Thank you for listening.

On December 31st, I visited the Boost Mobile store in Beckley, West Virginia, to purchase a Moto G Power and pay my bill. Once home, I noticed that the colors on my phone were distorted, affecting my transferred pictures. Disappointed, I returned to the store, but the clerk claimed it wasn't their issue, leaving me frustrated. As a long-time loyal customer, I believe I deserve a working replacement or a refund. I wish to resolve this promptly before considering other service providers. Thank you for your attention. - M.K., [redacted] Johnstown Rd Apt [redacted], Beckley, WV [redacted], [redacted].

I contacted Boost on December 31st to cancel my service and remove auto withdrawal for three phones. Despite a language barrier, I tried to explain multiple times to the representative, and I also made sure to remove my bank details from my Boost account on my phone as an added precaution. Unfortunately, on January 3rd, $[redacted].99 was still deducted from my bank account. When I called Boost, the representative claimed they had no record of any cancellation or auto withdrawal removal. I insisted that I had followed the necessary steps on December 31st. The representative was unhelpful, stating they couldn't find any account information and refused to refund the money. I am in a difficult financial situation due to my husband's disability and my recent cancer diagnosis, making the loss of this money particularly challenging. I am prepared to provide my bank statement as proof, but the representative was uncooperative. Any assistance on this matter would be greatly appreciated. Thank you, Theresa Tafoya.

After buying a new phone from Boost on June 6, [redacted], I was informed that my first 6 payments would be $60 per month, then reduced to $30 as a former Virgin Mobile customer. Despite 6 months passing, my upcoming payment is still $60. I've tried to contact someone regarding this matter but haven't been successful.

I lost my phone and I'm unable to find it. I can't call the phone to locate it because the ringer is off. Also, as a disabled person, I can't check if it fell under my bed. I hope to get another phone sent to me since all my important contact numbers are on it. I don't remember the exact type of phone, but it's an Android. My number is [redacted], and I'm on a $35 monthly plan. I originally bought the phone from Virgin Mobile for $50 before Boost acquired them. Please send the replacement phone to 25 Gourley Ave, Clifton, NJ [redacted]. Thank you in advance. Sincerely, Mr. Henry Rodriguez.

On 5/4/21, I made an online purchase for 2 phones, and my credit card was declined. I then tried to order one phone at a time but received the same message. Despite this, all the phones arrived a few days later. I requested to return the extra items and asked for an invoice, but every time I inquired, I was told it had been emailed and to check my online account or email. After numerous contacts with customer service, tech support, and supervisors over several months, I was informed that they do not provide invoices. Now, my Samsung S20FE is defective, and Samsung requires the invoice for a replacement. I am frustrated by Boost's inability to provide timely purchase documentation and request that they replace my defective phone.

I have encountered some unusual issues with my Galaxy A32 5G phone and service. One ongoing problem is the frequent network messages, leading to slow performance when the signal is strong. Recently, I noticed that someone else's call history displays my number as making calls, even showing up in my call log as "Answered Remotely," which I did not initiate. Furthermore, I received a call from "Google Fi" and strange text messages from two different numbers regarding my Google Code. This situation is quite frustrating and concerning. Prior to porting my number to Boost, I had reservations, and now I am questioning my decision. Any assistance would be greatly appreciated. Thank you for your help. -L.G.

I want to give a loud shout out and kudos to Jamel. He always makes time to help me whenever I visit his store, even when it is busy. I have never experienced such helpful and courteous customer service with any company in all my years with Boost Mobile. Jamel has assisted me with various phone issues, purchasing a new phone, setting it up, teaching me about it, and helping with billing problems. Boost Mobile has a valuable asset in Jamel, and his exemplary customer service should be recognized by his supervisors. Please compensate him generously for his hard work. - Janet B., Fresno, California.

I have been a satisfied and loyal Boost customer for a year and a half. My payments are consistently on time every month, except for one that was late. I recently visited a Boost Mobile store in Bridgeton, NJ, to add a line. Although I was assured that my payment was made, I woke up this morning to find out that my phone is about to be suspended due to a missed payment. I am on automated payment, and adding a line required a $59 payment. I need my phone urgently as I have health issues requiring oxygen therapy. My girlfriend, whose number is [redacted], mentioned that Boost provided her with a courtesy payment in either December or January. Please help me resolve this issue promptly as the mistake is not on my end. Thank you for your assistance.

I have had a Boost mobile account for around 4 years with my daughter. My phone broke, so she ordered a new one for me in June with expedited shipping, but it's still stuck in Indiana past the expected delivery date of June 29th. I've been consistently making payments for the last 5-6 months, and I really need assistance from Boost to resolve this issue. I believe they should refund the shipping cost, credit our account for a couple of months, and ideally send me a replacement phone at no cost. Despite having insurance, we opted to pay for the new phone upfront. The FedEx advised us to have Boost file a claim, but I've been struggling to get in touch with them as they are unresponsive. I hope this can be resolved soon.

Hello, I have contacted Boost multiple times regarding upgrading my Samsung Galaxy S8+ to the 5G network. Following a text message I received on Feb 3, [redacted], I visited the Boost store at 56 Main Street, Taunton, MA [redacted] to change my SIM card as instructed. Unfortunately, I encountered issues the next day, including missing voicemail icon, inability to make and receive calls, and send MMS text images. During my interactions with Boost representatives Michelle (ID# [redacted]) and Eric (ID# [redacted]), they informed me I needed to purchase a new phone as my current one was not compatible. Despite verifying with the store prior to the SIM change, I was now being told differently. After speaking with supervisor Alfredo (ID# [redacted]), I was informed my phone was indeed upgradable. I am now facing disruptions in my contractor work due to these service issues. I am seeking clarification from Boost on resolving this matter promptly. Your timely response is appreciated. Sincerely, Kevin C. Pembroke, MA. [redacted]

I signed up online on December 28, [redacted], and bought a 90-day plan as a part of a Christmas promotion on the Boost website. I received a sim card by mail to activate the service, but unfortunately, I accidentally damaged the sim card. Since I never activated it, the sim card didn't have a phone number assigned to it. When I tried to request a new sim card, customer service insisted on having a phone number associated with the account, even though I explained multiple times that there was no phone number attached. Despite being able to log in with my email address on their website, they were unable to locate my account using the email. After visiting a Boost store and experiencing a similar frustrating conversation, I reluctantly created a new account and transferred my phone number ([redacted]) to the new account. I now want to add the remaining days from the 90-day plan I bought in December to this new account. However, after several calls to customer service and another visit to the store, I have had no success. I am now seeking a refund of the $45.70 I paid with my email address ([redacted]) on December 28, [redacted].

I recently retrieved my stolen phone, a Moto Stylo, after several months. However, as the phone was reset, I cannot recall the PIN, and I've changed phones and carriers. The phone number is [redacted]. I suspect either the customer representative or the thief changed the PIN. I also had another line, [redacted], for my girlfriend Trisha S. My last four SSN digits are [redacted]. I purchased the phone from a Fort Wayne store. I am unsure how to proceed in getting it activated or unlocked. Could you please assist me in reactivating the phone with service as soon as possible? Thank you for your help.

I visited my Boost store located at 35th and Dunlap in Phoenix, AZ, and I was extremely disappointed with the customer service I received. After upgrading to 5G and purchasing new earbuds, they only lasted less than a week, which was frustrating considering I spent over $[redacted]. I reached out to zizo customer service to address the issue. However, the phone number provided was unresponsive, and the mailbox was full when I finally got through. This lack of support has left me feeling stuck in a frustrating customer service experience. The earbuds I purchased had issues right after I opened the case, and the backs came off easily. I am seeking assistance to get a replacement that functions properly. I can also be contacted at [redacted]. Thank you. - Rob

Since last May, I have been experiencing issues with my Boost service at my home. It works well about 20 miles outside my city, but not at home where I work remotely. I am on a family plan with three lines, and despite the service problems, I continued to pay the entire bill. I have been in contact with online chat customer service representatives on May 13, [redacted], May 31, [redacted], June 17, [redacted], and August 8, [redacted]. I received a credit of $30 from "Rachel" and $10 from "Flordia". I was informed that the service disruption was due to tower upgrades in my area, and that compensation would be provided for the downtime once the upgrades were completed. I have spoken to two representatives who confirmed this, but I have yet to receive the compensation promised. I believe Boost Mobile should compensate me for the eight months of service disruptions, totaling 25 days each month that I paid for. Thank you for your attention.

I participated in the EBB program and Lifeline. I have been contacting customer service for days and was directed to reapply through Boost. Doing so only led to more applications and now I am unable to reenroll with Boost. The National Verifier even joined the call in a three-way conversation and after being told the issue was with the ACP program, National Verifier, and others, the verifier requested to speak with a supervisor but we were disconnected, similar to previous calls. I should not have needed to reapply for ACP as my qualifications were already on file. I only needed to submit the original application or add it to my Boost enrollment forms provided in a link at boost.com/Acp/plans/html. My enrollment has been pending for over 72 hours now, and in 48 hours it should have been either denied or accepted. I am unable to reapply with Boost as my service provider. I would like to communicate via email to provide evidence of the customer service issues. The problem lies in Boost not closing out the incorrect enrollment I made.