Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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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

4,976 total complaints in the last 3 years.
1,509 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:12/15/2024
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.
11/23/2023 I started an infinite access plan so I have the ability to upgrade to the new iPhone every year for no fee as said in the commercials from boost infinite. Ive been dealing with this the last month or it them stating they had system issues and couldnt upgrade my phone. I keep getting told different things from each ******. I was told by the first ****** to call back later so I did. Second ****** told me they out in a ticket for it. Third ****** told me the second ****** did not put the ticket in correctly so they are fixing the problem and it should be resolved in 5 business days. Spoke to someone else and they told me the ticket was still open and should be resolved in ****************************************** the ticket was declined but no reason why and they put in another ticket for it.Spoke to someone again and they told me the new ticket is still open and they would provide me with a link to trade in my phone. I went to the link and it was the incorrect link I got sent twice by 2 different people. They sent me another link but the link told me I would get an e gift card instead of an actual phone for me to upgrade to. I let each ****** I spoke with what happened when I initially transferred to boost infinite which merged with boost mobile that at the beginning when I transferred I had the infinite access plan which allows me to upgrade to the new iPhone every year for free just gotta trade in the current iPhone. They told me the line that has my old phone number had the infinite access plan and my current number has a basic plan and I would have to pay the current phone off to upgrade it. I never had two lines. I had my old phone number I tried to transfer over but they were having issues transferring it so they had to start me a new profile and give me a new number and SIM card and everything and told me I would still be under infinite access plan but pay less each month since they had issues transferring my number. Now they are saying no.
Business Response
Date: 01/10/2025
January 9, 2025

Mr. ******* *******
*************************************************
************, ** 32256

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

Dear Mr. ****************** December 16, 2024, we received your complaint,dated December 15, 2024, filed with the Better Business Bureau.

You said that you are supposed to be on the Infinite Access plan with a free annual phone upgrade, but your attempts to have this corrected have been **************** request to be placed on the Infinite Access for iPhone plan to be able to receive the annual upgrade.

Thank you for bringing this to our attention.Currently, you are on the Infinite Unlimited plan at $25.00 per month, which does not qualify for the annual phone upgrade. A detailed review found that your financing payments are lower than what they should be;therefore, your account is under review and your monthly finance charge will be adjusted to meet the minimum requirements for the plan, which will increase your monthly payment to approximately $58.00.

You can also upgrade to the Infinite Access for Apple plan, but please understand that this plan has a rate of $65.00 a month; if you choose to do so, your monthly rate will increase to approximately $72.00, but this will then allow you to upgrade your phone annually.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

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

                ****** ********
Initial Complaint
Date:12/15/2024
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.
I continue to get charged by boost mobile for an account I donor have I have requested numerous times for them to cancel said account when I request this they ask for very personal verifying information which I stupidly provided since they kept stating they would not be able to assist me otherwise. October and November they charged about $25 this month they charged $53 overdrawing my bank account and forcing me to incur a $20 overdraft fee for an account I do not have. I have been with T-Mobile for the past 2-3 years.
Business Response
Date: 01/09/2025
January 7, 2025

Mr. ******* ****
*************************
********, MA 01062

Re:          BBB Complaint #********
72810038606347 -2024-12-27500

Dear Mr. *************** December 16, 2024, we received your complaint, dated December 15, 2024, filed with the Better Business Bureau.

You said that you have been trying to close your account, but you continue to be billed.

A review of your account reveals that you made a number of attempts to access it, but you were unable to pass verification.

We are committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a Personal Identification Number (PIN) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested.

You were able to verify the account when you called us on October 17, 2024, regarding updating your SIM card. At this point, we received a chargeback from your credit card provider for your last two payments, and no further refund is due.

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 Answer
Date: 01/09/2025

Complaint: 22689408

I am rejecting this response because: it is not true I sent many chats trying to dispute this charge and cancel account I was then directed to call because the chat **** were unable to assist I was unable to get any information on that call unless I provided very sensitive and personal information I attempted on numerous times to rectify this to no avail. Thankfully I recently received an email stating the account is now closed

Sincerely,

******* ****
Initial Complaint
Date:12/15/2024
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.
I ordered an iPhone 16 Plus on Oct 2, 2024, paying ***** I have been a customer at ******************** for two years, I used *** for delivery services they provide, but customer care gave me the run-around, telling me I missed my package, and that it was at the point access of **** But Boost Mobile has a contract with ***, if you order a phone online it has to be delivered, so I was waiting on my refund which got applied to my account on Oct 28, 2024, then I ordered the same phone again on Oct 31, 2024, and **************** order the phone for me again same phone, and they were saying I had to wait for the loan agreement, which there suppose to email it to you every day for seven days or it was going to be returned.,which never came, so my bill ended up being 94 dollars and they couldn't explain to me why it was so high, still no phone or refund on, my second attempt on the phone, which was financed, and I haven't had a phone since Oct, and I call customer service and they still don't provide me with a phone, and I pay for the protection with boost and the apple care, I talked to the supervisor and still anything my bill is due on the 18th every month and still don't have a phone. I don't understand why, again they want me to pay again for i phone I never got for the third time, i pay my bill every month still with no phone, and still are not helping me, I have the receipts of the transactions both time and still pay for the protection, and still they can't help me but I'm paying for the phone bill.
Business Response
Date: 01/10/2025
January 9, 2025

Ms. ****** *******
**************************
**********************;

Re:          BBB Complaint #********
                ************ -2024-12-27499

Dear Ms. ****************** December 16, 2024, we received your complaint, dated December 15, 2024, filed with the Better Business Bureau.

You said that on October 2, 2024, you ordered an iPhone 16 and paid $81.37. You did not receive the device, but the purchase price was refunded on October 28, 2024. On October 31, 2024, you ordered the iPhone 16 again. This time you did not receive the phone and your next bill was $94.00 with no explanation of the increase. You did not receive the phone or refund for the second order.

My attempts to contact you at ************** on January 7 and 8, 2024, were unsuccessful, but I left a voice message with my contact information. I also sent an email to ************************** with a request to contact me.

A review of your account indicates both orders were canceled because we did not receive the signed loan agreement paperwork and both $81.37 payments were refunded. The increase on your bill was due to a one-time $25.83 device finance charge and a $12.00 device protection fee. I applied a one-time $40.00 credit to your account. Please contact me directly at ************** or ************************ if you have questions about your refunds or you want to try the order again.

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 Answer
Date: 01/11/2025

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:12/13/2024
Type:Customer Service 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.
Cancelled my account and lost all access to previous billing statements on the app and on the website. Nobody can help me and I am passed around being told oh this next person can help but they cant email me or mail me a copy of my previous billing statements and refuse to remove my debit card on file. All I need are previous billing statements and a final bill. They are going to charge me over $1200 without any notice or final bill being sent and nobody can tell me when they plan on taking my money. All I want is a copy of my most recent bill statements emailed to me it shouldnt be this frustrating.
Business Response
Date: 01/09/2025
December 31, 2024

Ms.****** *****
***********************
**********************;

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

Dear Ms. **************** December 16, 2024, we received your complaint, dated December 13, 2024, filed with the Better Business Bureau.

You said that you have been trying to acquire your past and final billing statements, but you lost access to your online account and customer care has been unable to help you.

I contacted you by phone and left a voicemail.

I apologize for any delay you may have experienced, but when you disconnected your account and ported your phone number to a new provider, your online account was disabled. You contacted us regarding your request, but ended the call before our agent could provide you with a solution. Enclosed are copies of your billing statements, as requested.

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.

Enclosure

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

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

Customer Answer
Date: 01/10/2025

Complaint: 22685832

I am rejecting this response because: I never ended a call for resolution with customer service ***** I spoke with many **** by chat, phone and I even went into a store and nobody provided me any resolution. Also ***** did not return my phone calls. I've left voicemails over the last week. I require a final bill before any charges hit my debit card for the phones that I need to pay off. I want the final bill to include all charges that will be owed. Once I receive that I will pay off everything and finish my dealings with this company forever.

Sincerely,

****** *****
Business Response
Date: 01/21/2025
January 18, 2025

Ms.****** *****
*************************************************************

Re:          BBB Complaint #********
597408824604 - ************

Dear **************************** 17, 2025, we received your rebuttal, dated January 17, 2025, filed with the Better Business Bureau.

You rejected our response stating that you would like your final statement before you will pay the bill.

I sent you an email to confirm you received my response along with the statements you requested. Enclosed are these statements, along with a copy of my email correspondence, for your records.

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.

Enclosures (2)

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

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

Customer Answer
Date: 01/23/2025

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:12/13/2024
Type:Sales and Advertising 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 am switching from Boost Mobile to Mint Mobile.Boost has closed my accont but has not unlocked my phone.When I talked to them I had to go through 5 people who tried to convince my not to leave by offering big discounts. I said no and that I wanted to switch.They said ***** order to switch they need to unlock my phone.They will not do it and I have tried everything.Please have them unlock my phone. I'm a business man and my phone is the most valuble asset I have
Business Response
Date: 01/09/2025
January 5, 2025

Mr. **** E. ********
*******************************************
*********************

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

Dear Mr. ******************* December 16, 2024, we received your complaint, dated December 13, 2024, filed with the Better Business Bureau.

You requested your device be unlocked.

Boost Mobile will unlock a device under the following circumstances:

?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months

Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile *** card inserted.

*** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

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
Date:12/13/2024
Type:Sales and Advertising 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 placed an order on Black Friday to take advantage of a deal I was emailed as a current customer and ordered two new phones to upgrade two on my existing account. I called back twice to verify the orders as they hadnt shipped and was told both times the orders were in process and got a $10 credit to my account for the shipping delay. Today I called as I had still not received my orders and was told that my orders had been canceled with no explanation as to why. I was then told I could redo my orders, but not with the deal so I would have to pay double what my original order price was. After speaking to at least 3 different people I was told there was nothing anyone could do and they would not honor my original order price. This is ridiculous and unfair.
Business Response
Date: 01/09/2025
January 4, 2024

Ms. ***** ********
35 Redemption Rock Trail N.
************* 01541

Re:          BBB Complaint #********
                ************ -2024-12-27438

Dear Ms. ******************* December 13, 2024, we received your complaint, dated December 13, 2024, filed with the Better Business Bureau.

You said you placed an order for iPhone 15s under the Black Friday deal, but it was canceled. You expressed frustration with not receiving an explanation. You also indicated that the original price was not honored if you placed the order again.

Please be aware that Boost Mobile can deny service on any grounds; for security reasons, this cannot be discussed over the phone.Certain services also require a credit check (we run a soft credit check, which does not impact your credit score), subject to approval. You will receive a letter within 30 days of the canceled order with an explanation for the denial.

You can always look online for any promotions for the iPhone 15. Some exclusions may apply, but it will be listed on the Boost Mobile website.

We apologize for any inconvenience.

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 Answer
Date: 01/09/2025

Complaint: 22684481

I am rejecting this response because:
I was able to buy the same phone in the store so it was not a credit check issue. And they were willing to sell me the phone online at a higher price so the credit check was not the problem.

Sincerely,

***** ********
Initial Complaint
Date:12/13/2024
Type:Sales and Advertising 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 12/10/2024 I purchased an iPhone13 and 1 month of premium service for my son, ****** ******** who resides in *********, ******. After ***** (the sales agent) took my ****** they verbally represented that all my information was entered correctly and it was no problem to ship it to him. However they incorrectly entered my email address denying my both a receipt and a shipping confirmation number so as to track the shipment. When I called back 12/12/2024 and spoke to both ***** and ****** (both resolution managers @ 2:16pm mst and 3:06pm mst) they did update my information but refused to resend the receipt and shipping information claiming I had provided incorrect information. I've been using my email address since the early '90's so there is no way that is true. They gave my credit card and detailed shipping info to an unknown third party-there is no way *** (their carrier) will release an electronic device without copy of valid ID and the shipping confirmation number. When I finally logged in to a Boost Mobile account there is no option to remove my credit card number as verbally represented but they had signed me up for an additional 16 months of auto-pay with several other consumer's credit card numbers. despite the fact that I mentioned that my son was to take over the billing after the first 30 days. I've been forced to cancel and reorder my credit card with no other "resolution" than an apology for the mix up. At present, I have no phone, my son has no phone nor are we likely to receive it without a shipping number, my credit card information is compromised right before a major holiday and they have given me partial credit card numbers for at least two other consumers whom are likely unaware of what has transpired.
Desired Resolution: Refund; No further contact by the business
Customer Answer
Date: 12/13/2024
On 12/10/2024 I purchased an iPhone 13 and 1 (one) month of premium service as a Christmas present for my son, ****** ********. He lives in ********* ****** and I live in ********* *********. Boost Mobile charged me ****** for these goods and services. Despite verbally reassuring me-***** the sales agent then entered the wrong shipping address, the wrong email address and possibly the wrong credit card information. My receipt (with my credit card number) and shipping confirmation information was sent to an unknown email address. I corrected my information when I spoke with ***** (manager 12/12/2024 @ 3:16pm cst) and ****** (resolution agent 12/12/2024 @ 4:06pm cst) who both informed me that they will not send a duplicate receipt or tracking information to my CORRECTED email address. Some third party individual has my credit card number and detailed shipping information (i.e. location and date and confirmation number) for the prepaid phone and they refused to refund my card for the amount spent on goods and services they didn't provide. Furthermore, I can't activate the phone because it's going to my son in ****** in my name, not his name and we lack the shipping confirmation number that *** will require, in addition to a valid signature to receive the phone. I am extremely put out by this and have disputed the charge with my credit card company and canceled the card. A printout of the anticipated auto billing lists several credit card numbers and expiration dates that do not belong to me, seemingly fraudulently filled in with other people's cards necessitating me to cancel and replace the original card.
Business Response
Date: 01/15/2025
January 13, 2025

Mr. ***** ********
************************************ A
*********, WI 54601

Re:          BBB Complaint #********
                ************** -2024-12-27435

Dear Mr. ******************* December 13, 2024, we received your complaint, dated December 13, 2024, filed with the Better Business Bureau.

You said our agent incorrectly entered your shipping and contact information when you placed an order to ship a phone to your son in ******. Once the email address was corrected, we refused to resend the order confirmation and it was sent to a random third party. We also refused to issue a refund and when you logged into your account, you found credit card information that was not associated with you.

A review of your account indicates that on December *******, an order was placed for an iPhone 13. It was shipped out on December *******, and delivered by *** on December 16, 2024. The email order confirmation that generated when this order was created would not have the full credit card information, and we are looking into how other methods of payment were attached to your account. Once the email address was corrected on your account, you should have been able to access the order status.

On January 3, 2025, a credit card chargeback for the original $209.99 payment was accepted in our system and the funds returned. We have an open return authorization in our system for the device; please return it to avoid being charged the full price for the device instead of the discounted price.

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

Sincerely,

***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.

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

                ****** ********
Customer Answer
Date: 01/16/2025

Complaint: 22680525

I am rejecting this response because: I do not have the phone to return it, nor am I sure as to where it was shipped. Once I had established an account it was locked and I was unable to provide any additional information to resolve the shipping address, nor check status as I was never provided the shipping number. So I called and tried to update this, I wanted to correct this but was told it was shipped to a (possible) city of ****** (phoenetic spelling-possibly **********?) or that they had shipped to my, the billing address...it's not here or I would have returned it already as I want nothing to do with your company: so WHERE DID THE PHONE GET SHIPPED TO?
As well, pray to all your Gods and deities this doesn't report to my credit, for they will be more merciful than me.

Sincerely,

***** ********
Business Response
Date: 01/28/2025
January 27, 2025

Mr. ***** ********
*********************************** A
*********, WI 54601

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

Dear ******************************* 24, 2025, we received your rebuttal, dated January 23, 2025, filed with the Better Business Bureau.

You rejected our response stating that you do not have the phone to return and you do not know where it was delivered. You indicated that you were not provided with the tracking information for the order.

The *** tracking number for this shipment is 1Z52A2590222345033. The package shows that it was delivered on December *******, and it was signed for by ***. If you cannot find the device to return,you will need to file a dispute with ***.

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 Answer
Date: 01/29/2025

Complaint: 22680525

I am rejecting this response because: My son is named ******, there is no *** in my family. Your employees shipped the phone and that is the first time I've seen the shipping confirmation number-your company released the phone while denying me my receipt information including that shipping number for purposes of tracking-totally incorrectly and now you want me to do the leg work to track down a phone your company incorrectly released to an unknown third party. I do not work for Boost Mobile and my time is far more valuable than you ignorant savages allow for: I'm the primary caretaker for my terminally ill and disabled wife and I REFUSE to clean up your mess even with the partial information you've provided. My time is far more valuable than that-perhaps if I turn in a resume you can put me on the payroll so I can unravel and clean up YOUR mess. Forgive my language, you are quite far out of line in your "resolution". YOU need to find YOUR phone that YOUR people screwed up on-or I'm going to plaster this c*** all over social media with screenshots. At this point I do not even seek an apology, I seek to be left alone, no further billing, credit reporting, advertising or marketing or customer survey contacts.
Fix this and leave us in peace is my suggestion, good day.

Sincerely,

***** ********
Initial Complaint
Date:12/13/2024
Type:Billing 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.
I received a promotional email from Boost 10.16.24 stating if I signed up for auto pay by ***** I would get $15 in credits, $5 each of the first 3 months. I signed up 10.29.24 with 1st auto pay around 11/3. No credit. Contacted Boost thru chat 11/26 and was told Id see credit on 12/4 auto pay. No credit received. Called them today and was told regardless of any promotion sent to my email, and my signing up for auto pay I would get no credit because I have a multi line account. Ive always had a multi line account so they should not send promotions to me and I do my part and then spend hours thru chat and on phone and get conflicting answers only to be told nope, no credit for you. I would like my $15 in credit.
Business Response
Date: 01/09/2025
January 3, 2025

Ms. ****** ******
11008 Burnt Leather Ln.
*********, ** 28277

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

Dear Ms. ***************** December 13, 2024, we received your complaint,dated December 12, 2024, filed with the Better Business Bureau.

You said that on October 16, 2024, you received an email stating if you signed up for autopay, you would receive $15.00 in credits ($5.00 each month for three months). You added autopay to your account, but you did not receive the credit. When you contacted us, you were told multi-line accounts are not eligible for the discount.

A review of your account indicates it is on a grandfathered monthly plan that does not require autopay. Our system therefore,does not allow an additional monthly discount on your plan. I apologize for the confusion. As a courtesy, I issued a one-time $15.00 credit to your account.

We regret any inconvenience you may have experienced and thank you for your business.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.

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

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

Customer Answer
Date: 01/10/2025

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:12/13/2024
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.
This is one of the most horrible situations I been in and Im being violated to my core. I was with metro pcs for years I saw boost mobile had deals on new iPhones so I PAID for one.when it came I attempted to scan QR CODE that came with phone didnt work,then I called literally 10times end of every conversation is be waiting for a call back or email back.they said go to metro and get acc number and transfer pin i sent that info over multiple times and its always transferring me to someone else that doesnt help.thing is as soon as I got that transfer pin my phone was cut off.then they said they call but how is that possible when they got my phone cut off I dont have a phone.i missing job opportunities my doctor my children and its been a week I spent my hard earn money to have my service disconnected? Told them 4 days ago my number is not that serious just give me another number I can go ahead with my ******* job depends on a phone so boost mobile is literally about to make me loose my job.I AM A NEW CUSTOMER this how new customers are treated?but they took my money immediately though.and was sad I dont know who Im texting to right now but all I been reading is yall looking for ways to justify this wrong doing boost mobile doing to people instead of holding them accountable all I see is yall telling people its there fault not boost mobile I cant wait to see how yall spend my situation that I sent money they sent phone and its too weeks later and my phone still says SOS?if this isnt resolved thru you guys guess my only step is claims court.but why do that and when they can just give me what I paid for. Really cant comprehend what there doing to me right now but boost mobile are literally Robbing people mess there lives up because phones are essential now days and for me to spend my hard earned money with boost mobile I expect to get what I paid for end of discussion
Business Response
Date: 01/09/2025
January 7, 2025

Mr. ****** ******
************************* SE, Apt. 103
**********, ** 20020

Re:          BBB Complaint #********
                ************ -2024-12-27374

Dear Mr. ***************** December 13, 2024, we received your complaint, dated December 13, 2024, filed with the Better Business Bureau.

You said you purchased a device and signed up for service, but after receiving the device you were unable to port in your phone number. You indicated that it took a month to activate and only after you had a new number assigned to you.

When we spoke on January 7, 2025, I informed you that the ********************************* (***) regulates phone number portability and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include, but is not limited to account number, account holder's name, phone number, five-digit ZIP code, passcode or the PIN that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with *** guidelines. If any of the information provided is not accurate, it can delay the port in of a number. It can take up to 72 hours to complete the port in process.

You financed the device on your account. You were initially charged for the taxes and finance charge and when the device was activated on December 16, 2024, you started being charged for the monthly service. You confirmed your device is working. As a courtesy, I issued a one-time $100.00 credit to your account.

We regret any inconvenience you may have experienced and thank you for your business.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.

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

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

Customer Answer
Date: 01/10/2025

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:12/12/2024
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.
Date of Transaction: 11/28/2024 Amount Paid: $155 Business Commitment: To provide an iPhone 13 for $99 (total $155 with taxes/fees) under a Black Friday promotion, without requiring a plan change.I purchased an iPhone 13 during Boost Mobiles Black Friday promotion. Despite paying in full, the phone was never delivered and was returned to the sender without my consent. My address was correct, and I was home all day during the supposed delivery. Security cameras confirm *** never attempted delivery.Instead of honoring the original terms, Boost Mobile is demanding I pay $600 more for the same phone and upgrade my plan to $60 per month. This is a failure to deliver goods, a breach of contract, and a deceptive business practice.A customer service agent initially assured me on a recorded call that the promotion would be honored since the delivery failure was not my fault. After being transferred repeatedly, I spoke to a manager named ****** in **********, who stated Boost Mobile would not honor the promotion or assist me further, telling me to file a BBB complaint.I have evidence, including recorded calls where agents promised to honor the agreement, screenshots showing the phone was returned to Boost Mobile, and confirmation that my address was correct.Boost Mobiles refusal to fulfill its commitment violates consumer protection standards by failing to deliver goods, breaching the original sale terms, and misleading me throughout the resolution process.Desired Outcome:I request Boost Mobile honor the original promotion and provide the iPhone 13 at the agreed price of $99 (total $155) without requiring a plan change.If Boost Mobile cannot resolve this promptly, I will escalate the matter to the ************************, my state Attorney General, and other consumer protection agencies.Boost Mobiles actions are unacceptable. I urge the BBB to hold them accountable and ensure they fulfill their obligations under the terms of the sale.
Business Response
Date: 01/07/2025
December 21, 2024

Ms. ******* *******
40 Fellowship Cir.
*************, ** 93109

Re:          BBB Complaint #********
686185892807 -2024-12-27375

Dear Ms. ****************** December 13, 2024, we received your complaint, dated December 12, 2024, filed with the Better Business Bureau.

You said that you ordered a device, but *** was unable to deliver it due to an invalid mailing address. You contacted customer care, who told you that the offer you agreed to is no longer available. You ask that we honor the offer without requiring a plan change.

When we spoke by phone, I advised you that our records reflect a new device has been mailed and is scheduled to be delivered today, per *** tracking number 1Z52A2590322506330. I told you that I will honor the price of $99.99 and provide you with an account credit of $50.00; however, we cannot fully meet your request, as the device you purchased requires that you keep our $60.00 monthly plan for 12 months.

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

                ***** *****

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