Complaints

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

close

Find a Location

Boost Mobile has 268 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

• 

  Team Mobile - Green Springs

  66 Green Springs Hwy Homewood, AL 35209-4902

• 

  Boost Mobile

  2270 S. Smithville Rd. Kettering, OH 45420

• 

  Boost Mobile Store by Mobile Addiction

  3406 Kemp Blvd Wichita Falls, TX 76308-1836

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:12/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went online and purchased a Boost Mobile line to add to my phone, but my phone is not compatible so I called on November 28, 2024 to have the line canceled. I received an email that the line will be removed and I was told that I would be refunded. On today, December ******************************************************************* the mail after having the line canceled I called customer service and I was told that if the amount was for a Sim card, thats the only reason that I would not be refunded I told her it was for the line and I had a discount I was put on hold until she hung up the phone telling me that no refund could be processed because it was for a Sim kit, but after telling her multiple times, my receipt says the Sim kit was zero dollars. It was for the plan I was hung up on.

  Business Response

  Date: 01/06/2025

  December 27, 2024
  
  
  
  Ms. ***** *******
  7526 Legacy Pines Dr.
  Cypress, TX 77433 
  
  Re:          BBB Complaint #********
                  ************** -2024-12-27054
  
  Dear Ms. ****************** December 10, 2024, we received your complaint, dated December 10, 2024, filed with the Better Business Bureau.
  
  You said you purchased a line, but your phone was not compatible. You requested to cancel it, and received an email to inform you that you would receive a refund.
  
  Please note that it is your responsibility to confirm compatibility prior to establishing service, which you can do here: **********************************************************. I was able to confirm that your device is compatible with our service.
  
  In order to be eligible for a refund under the 30-day money-back guarantee, you must
  
  Create a new Boost Mobile account and activate one or more lines
  Transfer or "port" in your number from another carrier
  
  Because you did not port in your phone number from another provider, your request for a refund is denied. Additionally, none of the attachments you provided stated you were due a refund.
  
  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: 01/06/2025

   
  Complaint: 22665602
  
  I am rejecting this response because:
  Even though the phone is compatible, it is still locked through T-Mobile and I was unable to transfer the number due to me still having a contract with T-Mobile I was under the impression that I could switch to Boost Mobile, but I could not Due to the phone being locked. I called in and explained everything that was going on and I was told I would receive a refund to get me off of the phone. After not receiving a refund, I called again And found out that was a complete lie The line was been canceled, but I was never able to use the line and never received a refund. Its impossible for me to put a number in when the phone is locked and I explained this multiple times to Multiple different agents from Boost Mobile. I think its ridiculous that I wasnt able to use the service yet I was still charged and lied to just to essentially be done with the issue. The phone is locked and not able to be unlocked so I am stuck with T-Mobile all I asked of Boost mobile was to return the money spent on a plan that I wasnt able to use!
  Sincerely,
  
  ***** *******

  Business Response

  Date: 01/17/2025

  January 17, 2025
  
  
  
  Ms. ***** *******
  7526 Legacy Pines Dr.
  Cypress, TX 77433 
  
  Re:          BBB Complaint #********
                  ************** -************
  
  Dear ****************************** 16, 2025, we received your rebuttal, dated January 16, 2025, filed with the Better Business Bureau.
  
  You maintain that you were unable to use Boost Mobile service because your device is locked to ************************. You requested a refund of your payment.
  
  It is your responsibility to ensure your device is not locked with another provider before establishing service with Boost Mobile.
  
  Per my last response, because you did not port in your phone number, you do not qualify for a refund under the 30-day money-back guarantee, so your request for a refund is denied.
  
  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

  Date:12/10/2024

  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.

  I ****** ******, Place an order, for 2 iPhone 16 , on 11-20-24 , When speaking with the salesman, I was promised 1 month of free service for both lines that I port over (to boost mobile) Only to receive a bill for payment , for the month that was promised to be free, I want what was promised to me!

  Business Response

  Date: 01/06/2025

  January 3, 2025
  
  
  
  Mr. ****** ******
  *******************
  ****************************;
  
  Re:          BBB Complaint #********
                  ************** - *************
  
  Dear Mr. ***************** December 12, 2024, we received your complaint,dated December 10, 2024, filed with the Better Business Bureau.
  
  You said that on November 20, 2024, you placed an order for two iPhone 16s and you were promised a month of free service for each line. However, after activation was completed, you were billed.
  
  A review of your account indicates that on December 10, 2024, you contacted us and reported this billing issue. A one-time credit was applied to your account to cover the first month of service for both lines.
  
  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
  
                  ****** ********
  
  

• Initial Complaint

  Date:12/09/2024

  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.

  Boost mobile sim lock my phone because I don't want there service anymore they trying to make me pay for there service for a year my phone is paid off I never sign anything saying I agree to that they never even show me none of this I just want them to unlock my phone I do not owe them any money

  Business Response

  Date: 01/06/2025

  January 3, 2025
  
  
  
  Mr. ******** *****
  ********************************************
  ********************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Mr. **************** December 10, 2024, we received your complaint, dated December 9, 2024, filed with the Better Business Bureau.
  
  You stated that we will not unlock your phone. You said that you never signed anything agreeing to a one-year wait period for unlocking a device. You requested that your phone be unlocked.
  
  The Boost Mobile unlocking policy, which you agreed to upon activation of the account, states that your device must be active with Boost Mobile for 12 months before we can unlock it.
  
  I was not able to locate the account or device in question with the information provided.
  
  We spoke by phone on January 3, 2025. You stated that you did not have access to the phone number on the account or the **** of the device. I sent an email to ************************* and suggested that you reply with the required information to proceed with your request.
  
  Sincerely,
  
  
  
  ***** *******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****
  

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this review with a heavy heart, exhausted by my recent experience with Boost Mobile. I placed an order for a phone on Black Friday (11/29), trusting that it would be shipped to my address as promised. I patiently waited, only to find out that the package was canceled by *** and never received from the seller.Upon reviewing my bank account, I noticed that the charge, initially pending, had been completed. Concerned, I reached out to Boost Mobiles support team, hoping for answers, but instead encountered more confusion. They claimed that due to a "glitch," my order had been mysteriously canceled and the phone would not be delivered. Shockingly, they refused to explain the cause of the glitch, citing "security risks." This response was bafflingits my account, verified with my PIN, so how is explaining why my money was taken a security risk?When I inquired about a refund, they offered no clear answers, only saying that maybe the money would show up in my account. To add insult to injury, my credit card company confirmed that no reversal of funds had been filed. Essentially, Boost Mobile has my money, but I dont have the phone I paid for. (I spoke with ****, operator #E8M, during this interaction.)As if this situation couldnt get worse, a second phone I ordered was sent to an address completely unrelated to my account. This level of disorganization and disregard for customers is beyond unacceptable.I am deeply disappointed in Boost Mobile and regret trusting them with my purchase. I strongly caution anyone against using this service. No one should endure the stress of paying for something they never receive, let alone have their money mishandled with no resolution in sight. Boost Mobiles actions (or lack thereof) have left me feeling drained and betrayed as a customer.

  Business Response

  Date: 01/03/2025

  January 3, 2025
  
  
  
  Ms. ****** ********
  ************************
  *********, NC 28278
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Ms. ******************* December 10, 2024, we received your complaint, dated December 9, 2024, filed with the Better Business Bureau.
  
  You stated that you placed an order for a device, but it was canceled without explanation. You then placed another order that was delivered to an address unrelated to your account. You requested a billing adjustment.
  
  Our records indicate that you placed an order on November 29, 2024, for an iPhone ********************************************* **************. This order was canceled prior to shipment. There are many reasons why an order might be canceled, but we are unable to disclose the reason. A $1,301.99 refund was processed on December 27, 2024.
  
  A second order was placed five hours later for a ******* Galaxy **************************************** **************. This order was returned to sender prior to completion of the shipment. A $78.40 refund was processed on December 13, 2024.
  
  A third order was placed the next day for a ******* Galaxy A15. This order was delivered to the address in ******** you provided for your account.
  
  All additional charges on the account related to the first two orders have been reversed to correct the billing, and no further adjustments are warranted.
  
  Sincerely,
  
  
  
  ***** *******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****
  

• Initial Complaint

  Date:12/09/2024

  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.

  I have been a Boost Mobile customer for many years. I currently have four lines. I initially attempted to purchase a new phone for one of The three lines that have an upgrade available. Every time I try to purchase the phone I received an error message. This began on Black Friday when I was attempting to purchase the iPhone 13 for $99 after a couple of days I tried to purchase again for $150 and continue to get the same error messages. I chatted with an agent who told me I needed to call because they received the same error message I called and was told the agent received the same error message. The agent then told me to try and call back in 30 minutes. I explained to him that I have been attempting to purchase the phone for two weeks and continue to get the same error message every time. He told me there was nothing that he could do and did not know , what the problem was, but that he would send a message to someone on the back. I went into a store and was offered the same device for $250. Im just frustrated because after weeks no one can explain to me why I cant make the purchase and now I am going to pay an extra hundred dollars to purchase a phone that has been advertised as $150. As a longtime customer, Ive been very frustrated by this experience. The fact that you cant really talk to anyone that can troubleshoot the actual issues or get any kind of update on when the issue may be resolved. Also, the fact that there is just no resolution. I flat out asked what Im supposed to do if Im unable to purchase a phone and I was just told to go to the store.

  Business Response

  Date: 01/03/2025

  December 28, 2024
  
  
  
  Ms. ******* ****
  ********************************************************;
  
  Re:          BBB Complaint #********
                  ************ -2024-12-27050
  
  Dear Ms. *************** December 10, 2024, we received your complaint, dated December 9, 2024, filed with the Better Business Bureau.
  
  You said you attempted to purchase an iPhone 13 for $99.00 on Black Friday, but you kept encountering an error. You continued to receive an error when you again attempted to purchase it for $150.00, and customer care was unable to put the order through either. You disputed having to go to a store to purchase the same phone for $250.00.
  
  My attempts to contact you at ************** on December 27 and 28, 2024, were unsuccessful, but I left a message each time. I also sent an email to ************************ with a request that you contact me.
  
  In order to receive the iPhone 13 at the promotional price of $150.00, you must be on the $60.00 Unlimited Premium plan, which you are not. You may change your plan online before redeeming the offer. I suggest placing the order with me (so I can escalate the error to my back office team).Please contact me directly at **************.
  
  Please be aware that Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and policies.
  
  We apologize for any inconvenience.
  
  Sincerely,
  
  
  
  ****** *****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

• Initial Complaint

  Date:12/09/2024

  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.

  My phone srevice was attached with an additional charge for unlimited games, of which I do not play nor did I request this service. Only to be told that an adjustment would be made on my phone account. I requested that my account charged be refunded the $5.00 fee immediately.I should receive three (3) months of free service. Because it may happen again.

  Business Response

  Date: 01/03/2025

  December 18, 2024
  
  
  
  Mr. ***** *********
  *******************
  *********, GA 30021 
  
  Re:          BBB Complaint #********
  135480762301 -2024-12-27052
  
  Dear Mr. ******************** December 10, 2024, we received your complaint, dated December ******, filed with the Better Business Bureau.
  
  You said that games were added to your service without authorization. You requested that we provide a refund and three months of free service.
  
  A review of your account reveals that Unlimited ***** was added through your device; therefore, no refund is due nor is any compensation. Unlimited ***** has since been removed.
  
  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

  Date:12/09/2024

  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.

  On the morning of Nov 26 2024, I applied online for boost intimate service. I was approved for an iPhone 16 pro max . Only thing I had to pay was taxes for the phone which totaled $72 even. I paid it, was told Ill be receiving a tracking number for my order shortly. The same day in the afternoon I received an email from boost stating that my order was cancelled because I was ineligible for their service, and to give them a call which was confusing as I was told I was approved and took my money just to say Im ineligible. I called, they said they couldnt tell me why I wasnt eligible and I should receive my refund in 72 hours ( not including Thanksgiving holiday days) on nov 30 , my bank said boost refunded me, but within the same minute debited the money back from my account, and on dec 1 the same thing, refunded me then debited the money right back out my bank account the same minute. Ive called them nobody can help me. **************** even says there is no department I can get in contact with to resolve this issue. I just really need someone that gl can help me resolve this from the company, thats my hard earned money and sad its during the holidays I just wanted to give my son his first phone but at this point I feel robbed

  Business Response

  Date: 01/03/2025

  January 2, 2025
  
  
  
  Mr. ****** *******
  **********************
  ************************;
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Mr. ****************** December 10, 2024, we received your complaint,dated December 9, 2024, filed with the Better Business Bureau.
  
  You said that on November 26, 2024, you applied online and you were approved for an iPhone 16 Pro Max. You paid $72.00 in taxes. You were then told you were not eligible and you would receive a refund within 72 hours. You contacted your bank, but you have yet to receive it.
  
  Online ordering is a multi-step process that begins with the customer placing the order. Once this step is completed, the order is passed to the backend system for validation, which can delay or cancel the order for various reasons. When an order is canceled, a refund is typically issued within 72 hours. However, a review of your account indicates there was an issue with the refund causing it to be delayed. A $72.00 refund was processed on December 13, 2024.
  
  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

  Date:12/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had placed an order for an apple iPhone directly from boost mobile on December 4th at 10:11am and I have yet to receive any legitimate information from anyone I keep getting the run around and getting misleading information from boost mobile which is getting ridiculous also when you ve asked multiple time on what the delay is they wont give me a honest answer and Im tired of it

  Business Response

  Date: 01/03/2025

  December 27, 2024
  
  
  
  Mr. **** ****
  *****************
  ***************************************;
  
  Re:          BBB Complaint #********
                  ************ -2024-12-26944
  
  Dear Mr. *************** December 9, 2024, we received your complaint, dated December 9, 2024, filed with the Better Business Bureau.
  
  You said you placed an order for an iPhone,but you did not receive any tracking information or delivery date information.
  
  Our records show your phone shipped on December 11, 2024, and was delivered December 14, 2024.
  
  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
  
                  ****** ********
  

• Initial Complaint

  Date:12/09/2024

  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.

  I have an account with ******************** that offers a yearly phone trade in. I mailed my Iphone 16 back to Boost Mobile, tracking **********************. My tracking shows the phone was delivered on October 15th 2024. I spoke with ******** at the ******************** in ******** where I live, who confirmed the package was picked up by Boost Mobile's courier Assurant. Boost Mobile says they haven't received the phone and is going to bill my card on file $666 for the device. I've contact Boost multiple times, my current case is ******* with an email trail of 10 email exchanges that still has not been resolved. I've called multiple times, chatted and exchanged several emails with Boost and it's still ongoing. At this point, it appears someone from their mail courier either lost or stole my phone. The **** says the phone was delivered so I'm not able to to open a case with them. This matter should be between Boost and Assurant, not myself the paying customer.

  Business Response

  Date: 01/03/2025

  December 31, 2024
  
  
  
  Ms. *** ******
  ********************************
  ********, CO 81122 
  
  Re:          BBB Complaint #********
                  ************ -2024-12-26948
  
  Dear Ms. ***************** December 9, 2024, we received your complaint, dated December 9, 2024, filed with the Better Business Bureau.
  
  You said you sent in your iPhone 16 as part of our yearly trade-in offer, with tracking showing it as delivered on October 15, 2024. You also confirmed at your local post office that the package was picked up by our courier. However, our records show the phone was not returned and will be charged to your account. You requested assistance.
  
  Our records confirm that on December ******, a charge of $666.63 was applied to your account for the cost of the missing iPhone. On December 27, 2024, a credit of $666.63 was applied to your account to offset the previous charge.
  
  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:12/08/2024

  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.

  I have been long standing Boost customer and Purchased a 5G phone from ********************** website that had option to keep your number and service for one year. Received phone and activated but continued to be billed. **************** notified my phone was not activated on the account, although my account shows the exact new 5G phone listed. The service *** said they cannot give me the year of service without losing my current phone number. Yet, the phone is activated on that number with the current active 5G phone service. They are saying the phone I'm speaking to them on and which is registered to my Boost account connected to my phone number but somehow this "not active"... but yet are still applying payments for this 5G phone. Makes zero sense.

  Business Response

  Date: 01/03/2025

  January 3, 2025
  
  
  
  *. *******
  *******************************
  *********, ** 32503 
  
  Re:          BBB Complaint #********
                  ************ -2024-12-26937
  
  Dear *. *******:
  
  On December 9, 2024, we received your complaint, dated December 8, 2024, filed with the Better Business Bureau.
  
  You said you ordered a device on our website under an offer to receive service free for a year, and keep your phone ********** received the phone and activated it, but continued to be billed. When you reported this, we told you that we cannot offer the free year of service without you losing your phone number.
  
  My attempts to contact you at ************** on January 2 and 3, 2025, were unsuccessful, but I left a voice message with my contact information. I also sent an email to you at ********************** with a request to contact me.
  
  I was able to find the new account you created when you ordered a ******* Galaxy A35 on September 7, 2024. This account has been pending activation since creation.The promotion in question is for new customers only and tied to this ********** activating the device on your existing account it prevented the promotion from being applied. However, I was able to transfer your number and device back to this account and activate it under the free-service-for-a-year promotion. I also issued a refund for the $90.93 payment collected on December 8, 2024; please allow seven to ten business days for processing.
  
  If needed, please contact me at ************* or *****.********@dish,com to go over your account in more detail.
  
  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: 01/05/2025

   
  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,
  
  M *******