Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,958 total complaints in the last 3 years.
1,504 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:12/05/2024
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.
12/5/2024 On hold for 2 hrs, transferred 3 times. Company refuses to provide transfer pin number. I need this number to transfer service and close the account. They refuse to give me the information. I believe they are intentionally doing this and refusing to allow me to close my account.
Business Response
Date: 12/30/2024
December 24, 2024

Mr. ****** ****
*********************
***********************************;

Re:          BBB Complaint #********
                ************ -2024-12-26830

Dear Mr. *************** December 6, 2024, we received your complaint, dated December 5, 2024, filed with the Better Business Bureau.

You requested to receive your port-out information and claimed we refused to provide it. You also claimed to have been left on hold and transferred.

Our records show you ported your phone number to a new provider on December 5, 2024, and your account was subsequently canceled.

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:12/05/2024
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.
So Boost Mobile did nothing to verify the person who was calling was me, they allowed the person who called to say it was me and they didn't bother to perform any security to verify that the person calling was me. Next thing I know they switched my phone out and were using it to authticate with *********** and others including my FB.After repeated calls into Boost support the issues still isn't resolved and someone's email account that isn't me is associated with the account. To top it off their "Global Specialists" were supposed to contact me in regards to correcting the email and ensuring the account was secure. Haven't heard back. No one from their customer support can help. Boot Infinite was good...they moved to Boost mobile and their support got terrible. None of this would have happened if Boost had done their job and actually did some security checks to verify things before they allowed the eSIM to change phones. On top of that, they refused to tell me who did it. I'm filing an BBB complaint and will not be using Boost Mobile for any services in the future. *****. ****************** Ever. They have no security and allow others to hack your account and take your personal information.
Business Response
Date: 01/02/2025
December 31, 2024

Mr. **** *******
********************* B
**********, ** 22310

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

Dear Mr. ****************** December 6, 2024, we received your complaint, dated December 5, 2024, filed with the Better Business Bureau.

You said someone accessed your account allowing them to gain access to your personal information and accounts.

Thank you for bringing this to our attention. We are currently investigating this matter. We appreciate your patience.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:12/05/2024
Type:Customer Service 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.
They charged someone else's card for the bill (they helped me on my bill in the past) and I asked for them to refund that person back their money and I'll pay the bill on the correct card and they refused.
Business Response
Date: 12/30/2024
December 29, 2024

***** *********
**************
***************************;

Re:          BBB Complaint #********
                ************ -2024-12-26820

Dear Mr. ******************** December 6, 2024, we received your complaint, dated December 5, 2024, filed with the Better Business Bureau.

You said a payment was mistakenly made on your account from another card. When you asked to have this refunded, customer care denied your request. You would like the payment refunded.

Our records confirm that a payment of $253.75 was made on December 5, 2024, which was refunded on December 13, 2024,to the same card.

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:12/05/2024
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 cancelled the order the next day and was promised a refund with in three (3) days. I didn't get the refund. I called Boost mobile and was promised a refund quickly. I still have not received a refund credit to my debit card.
Business Response
Date: 12/31/2024
December 27, 2024

**** ******
PO Box 21142
*************************;

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

Dear Mr. ***************** December 6, 2024, we received your complaint, dated December 5, 2024, filed with the Better Business Bureau.

You said that you canceled a phone order within three days of placing it; however,you still have not received a refund.

Our records show that the phone was ordered on November 29, 2024, and the refund issued on December 9, 2024.

Please note that although the order was canceled, the payment process, while linked to the order, is a separate transaction; therefore, the payment needs to post to the account and be verified to ensure a chargeback is not in process before the refund can be issued.

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:12/05/2024
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 11/30/2024 I ordered an iPhone 13 via phone and paid 155 that was immediately debited from my account. I was told within 3 business days that I would receive and email confirmation with a tracking number. It has now been more than 3 days and still no update on when my phone is suppose to arrive. I was also promised my phone would be delivered within 5 business days but as I said I have not gotten any information yet. Boost Mobile customer **** are no help unless you have to pay a bill. No one has even tried to help me figure out what is going on with my order
Business Response
Date: 12/30/2024
December 27, 2024

Dominiquic ******
****************************
******, ********

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

Dear Dominiquic ******:

On December 6, 2024, we received your complaint, dated December 5, 2024, filed with the Better Business Bureau.

You stated that you ordered a device through our website and received notice it would be shipped within three days. The device did not ship within that time frame and when you contacted customer care, you were unable to get an update. You requested that the device be delivered.

The Boost Mobile website states that some orders will ship on the same day, but others may be delayed.

Our records show that your order was delayed. It was placed on November 30, 2024, and the device shipped on December 8, 2024. The phone was delivered and activated on December 11, 2024. Compensatory credits of $15.00 were applied to your account due to the extended wait time.

We apologize for any inconvenience you may have experienced.

Sincerely,

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

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

                ***** *****
Initial Complaint
Date:12/05/2024
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.
Let's be honest about boost Mobile. Their customers service lies, & no one has any idea what's really going on Ordered phone, ******** g 5G from boost mobile website.72 hours later, no tracking number and 2 days full of contradicting ************ they took out the charge of the phone, tho paid in full out of my monthly bill, thus making the money non-refundable. So if I was to cancel there would be no money coming back to me, it would just come off ur bill. I do believe that's illegal is some states.Anyways there seems to be a back and forth with "this phone's on backorder" as of yesterday. But today, "it's surely not on backorder "Yesterday I was told it could take two weeks before even receive a tracking number.They're using pishing shady business practices U dont lock someone down into a phone that I have to wait almost a month for, they should of been honest told me it's on backorder the first time I called them, instead I found out via chat, when somebody finally tells me the truth I got nothing but lies and hung up on yesterday.I've been a customer of ********************** for 7 years. I understand they could careless because there's so many people with boost, it should mean something that I've never missed a payment But instead they take customers for granted ***** to ******** sure others about devices. locking them into the said device without telling them that what they're doing by taking payment of phone off bill. Why not be honest?They don't say hey we are going to put the amount of money that you paid for your phone off your bill so you can't jump out of this phone when it doesn't show up on time.Nope boost just does it which makes you question everything about the company.Causes consumer trust issues, abd it's bad business to lie to.ur customers especially if they spend extra money.I would like my new phone delivered ASAP, I would like an apology, and I would like this practice of them taking money off of your phone bill and lock you in to stop.
Business Response
Date: 12/30/2024
December 24, 2024

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

Re:          BBB Complaint #********
                ************ -2024-12-26819

Dear Mr. ******************* December 6, 2024, we received your complaint, dated December 5, 2024, filed with the Better Business Bureau.

You said you ordered a ******** G from us,but you did not receive a tracking number. You were also charged for the device and informed the money was applied to your bill. You expressed frustration with the customer care you received, and you requested the device be delivered.

Our records show the device shipped on December 6, 2024, and this is when the tracking information was available to view. It was delivered on December 9, 2024.

When you purchase a device from ********************, you are required to pay for the device upfront. The payment is applied towards the device and not to your bill for service.

We strive to provide excellent service and we regret that your experience was unfavorable.

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

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:12/04/2024
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 purchased Boosts Infinite Deal with an iphone 15 pro max for just the cost of tax, it was a promotion, and contract, the service didnt work the first two weeks i had it, and has been nothing but a nightmare where the calls drop, texts never come, even on wifi they use your data, and the last ten days of each billing cycle this phone is unusable, ive been trying to resolve for months, tech support never reaches back out or the call drops, theyve since added all these extra charges to make my $65 a month $130 and theres no explanation, now theyre saying i owe 30 dollars for the phone and my bill comes every ten days, theyve changed my plan without consent, and totally breached the contract we agreed upon, with even their customer support syaing we suggest you leave the network for another be ause its bot even really set up yet, this is one of the biggest scams ive ever seen and the only fix is make me pay more, for garbage that doesnt work, their corporate offices called to correct and comp me a month servi e like ive demanded for my troubles and overpays, and im sitting in the hospital right now and they just suspended my service before giving me a resolution, theyve cost me a bid on a home, and a $60,000 promotion, I have every intention to sue if i am not refunded the entirety of the money ive given them for subpar broken contract service
Business Response
Date: 12/30/2024
December 5, 2024

Mr. ****** *****
*******************************************************************;

Re:          BBB Complaint #********
                ************ -2024-12-26743

Dear Mr. **************** December 5, 2024, we received your complaint, dated December 4, 2024, filed with the Better Business Bureau.

You said you purchased an iPhone 15 Pro Max,but the service did not work. You also indicated that your bill increased from $65.00 to $130.00 per month and your plan was changed without your consent. In addition, you expressed concern with the billing timeline. You requested a full refund.

My attempts to contact you at ************** on December 26 and 27, 2024, were unsuccessful. I also sent an email to ********************** with a request that you contact me.

Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. In addition,data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service.

Our records show your plan was changed to the Unlimited Premium plan online. You were billed $103.33 for the plan, a 10 GB data pack and device financing. You have postpaid service; therefore, payment is due 15 days after your bill generates or the 24th of each month.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited. Your request for a refund is denied.

Please note your service is scheduled for disconnection on January 9, 2025. Once your line is disconnected, you will be responsible for paying the remaining balance of the iPhone Pro Max, which is currently $1,066.67. I am able to place you back on the Infinite Access for iPhone plan.Please reach out to me directly at ************** or ********************* prior to that date.

Sincerely,

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

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

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

Business Response
Date: 12/30/2024
December 5, 2024

Mr. ****** *****
*******************************************************************;

Re:          BBB Complaint #********
                ************ -2024-12-26743

Dear Mr. **************** December 5, 2024, we received your complaint, dated December 4, 2024, filed with the Better Business Bureau.

You said you purchased an iPhone 15 Pro Max,but the service did not work. You also indicated that your bill increased from $65.00 to $130.00 per month and your plan was changed without your consent. In addition, you expressed concern with the billing timeline. You requested a full refund.

My attempts to contact you at ************** on December 26 and 27, 2024, were unsuccessful. I also sent an email to ********************** with a request that you contact me.

Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. In addition,data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service.

Our records show your plan was changed to the Unlimited Premium plan online. You were billed $103.33 for the plan, a 10 GB data pack and device financing. You have postpaid service; therefore, payment is due 15 days after your bill generates or the 24th of each month.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited. Your request for a refund is denied.

Please note your service is scheduled for disconnection on January 9, 2025. Once your line is disconnected, you will be responsible for paying the remaining balance of the iPhone Pro Max, which is currently $1,066.67. I am able to place you back on the Infinite Access for iPhone plan.Please reach out to me directly at ************** or ********************* prior to that date.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:12/04/2024
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 bought my phone from apple thru boost mobile and they said after 60 days the device is unlocked and my work tried to install my work sim at day 65 and now the phone unusable it says sim not supported and I cant even access my phone to get 2FA pin for ********************** to access my account or for me to unlock my debit card. Please someone call me asap to fix this at my work line ************
Business Response
Date: 12/30/2024
December 23, 2024

****** *******
***************************
****************************;

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

Dear Mr. ****************** December 5, 2024, we received your complaint, dated December 4, 2024, filed with the Better Business Bureau.

You said that you purchased an iPhone from us, and you were told that after 60 days it would be unlocked. You enclosed a statement from what appears to be Apple,which says ..the phone is unlocked if purchased at *****. If you buy an iPhone through Boost Mobile Financing, it will be locked for the first 60 days after activation. You also want to add an additional eSIM to allow your business number to work through this phone as well.

The aforementioned statement, which appears to be from *****, was not issued by us nor does it meet Boost Mobiles unlocking policy.

After further review, it was determined that, since Boost Mobile does not offer business accounts, the phone would have to be unlocked to allow for a second phone number thorough a second carrier. Therefore, since the phone is financed,it would need to be paid off before it can be unlocked and allow a second eSIM to be loaded. In addition, the service is currently suspended, so a payment would have to be made before moving forward.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:12/04/2024
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 became a Boost Infinite customer back on May 17, 2024. I switched to this carrier because they touted about having the best coverage amongst all others because they use all the network providers towers. Well save it to be said, after leaving my previous carrier, and switching to Boost, I have had a severe degradation in service quality. When I am at work, I am lucky if I get a signal and I live and work in a major city where my coverage should be stellar and it is not. My previous provider afforded me the ability to have a stellar connection ANYWHERE I went around the city, and with Boost there are several areas in which my service is very minimal or ************** addition to the degradation of service, I had signed up for the Infinite iPhone plan for $60 per month, which affords me the newest iPhone each year. I purchased my phone from Boost through ****** and since the very beginning of my purchase, I had wanted to add the Boost Mobile Protect with ********** through Boost, and was unable to do so. As a result, I reached out to support explaining the issue and asked that they add it to my account. Well, for reasons unbeknownst to myself, they were unable to add it to my account and they had to escalate the support ticket. After several weeks and many more calls to support because I had not heard back on the matter, I am told that they are unable to add this feature to my account and there would be no remedy or further resolution offered. This is not only unacceptable to me, it is unprofessional and I believe it meets the criteria for a legal suit, for offering services or add-ons that I am unable to use for whatever reason. I have since attempted to add other features onto my account and was unsuccessful in those efforts as well, as was the same when support attempted to add the features.Since having switched, not only am I regretting my decision because of the degradation in service quality, I also deeply regret it for the inability to add any add-ons.
Business Response
Date: 12/26/2024
December 23, 2024

Mr. ******* *******
***************************
*******************

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

Dear Mr. ****************** December 5, 2024, we received your complaint, dated November 27, 2024, filed with the Better Business Bureau.

You expressed concern with your service. You also said you would like to upgrade to the iPhone 16 and review promotional offers involving add-ons.

As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website ******************************), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. Although your service is currently interrupted, I sent your feedback to our engineering team to review.

Unfortunately, I am unable to review upgrading your phone to the iPhone 16 until the account has been paid, and no promotional offers will be available until that point.

We regret any inconvenience you may have experienced.

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

Sincerely,

***** *********
Team Lead
Executive Escalation Team
Boost Mobile, L.L.C

cc:           ****** / ******* Better Business Bureau
                ***************************************************;
                ******,CO 80210
Customer Answer
Date: 12/26/2024

Complaint: 22614004

I am rejecting this response because: I did not express wanting to review any of your add-ons, what I said was, I was unable to add Boost Mobile Protect and Mobile Hotspot to my account. When I contacted customer support, they attempted to add it and were unable to add the features as well. They escalated the matter and the team that received the support ticket, stated that they are unable to add the add-ons as well and they couldnt provide any reasoning as to why and they also stated no further action would be taken and that my issue would remain unresolved.
That is not only unacceptable to me, it is unprofessional and incomprehensible to me as to how they cant add it, or provide any explanation as to why.
My account has since been paid current and is back on. The issues with coverage being minimal at my place of employment only affects my Boost phone so obviously there is some issue within your coverage area and your claim to having the best service amongst all the providers is a false claim. As is your claim that you use the other carriers towers combined with your own to make it the best service available.

Sincerely,

******* *******
Initial Complaint
Date:12/04/2024
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 signed up and purchased a new device through the ***** website to take advantage of the free iPhone advertised promotion when you switch carriers to Boost Mobile on 10/31. I set up my boost account on 11/3 and my phone was delivered and activated on 11/5. I received my first bill of $66.69 on 11/4, set up on autopay for 11/18. After activating the device, my service was poor, and the plan did not include features that I needed. So on 11/6, I called to request porting my number back over to my previous carrier. The pin that I was provided, did not work and the device was still locked, so I had to request another on 11/10. On the 11th, I received an email that they had started the port out process; they were sad to see me go. Within the hour, I was back up and running on my other carrier. I was informed that my account would be closed after the port out was complete.On 11/18, I got a notification that my auto payment wasn't processed & to update payment info. I called customer service, and they assured me that my account was canceled, that they deleted my autopay information that I would NOT be charged for service, and that the bill would be removed from my account, seeing as my account had been canceled. On 11/20 my bank account was charged ******** called customer support again, and have spent 10+ hours over the past 2 weeks regarding this matter. The verification process is horrible. 12/3 I requested a supervisor who was very rude and informed me that they would not be refunding my money under any circumstance. Apparently, they don't refund customers. She told me I needed to dispute with my bank. Upon looking through my emails from Boost, I saw that I had an order that was canceled on 11/26 for order #****-812130-6248, I believe for the device I returned to *****. Another bill was issued to me on 12/3 for $971.28 set on autopay for 12/18 for what? I don't know. This is a fraudulent practice and I shouldn't have to dispute through my bank to be refunded.
Business Response
Date: 12/30/2024
December 30, 2024

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

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

Dear Ms. ***************** December 5, 2024, we received your complaint, dated December 4, 2024, filed with the Better Business Bureau.

You stated that you signed up for service and purchased a device at an ***** retail store. After activation, you found that the service was spotty and some features you needed were unavailable. You returned the device to the store and ported your phone number to another carrier on November 11, 2024. You said that you were told the account was closed and AutoPay was removed. On November 20, 2024, your bank account was charged $66.69. You also expressed concern that a recent statement showed another charge of $971.25. You contacted customer care and requested a refund, but you were told one was not possible. You requested to receive a refund of $66.69.

Our records indicate that a refund of $66.69 was processed on December 12, 2024.

Please note, the $971.25 charge was reversed when the device was returned.

We apologize for any inconvenience you may have experienced.

Sincerely,

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

cc:           ****** /******* Better Business Bureau
                *************************************
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