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

4,962 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:11/22/2024
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 October 30, 2024 I contact Boost Mobile because they are promoting a price of $25 per user for life. I have been an existing customer to ******************** since October 15, 2022, and as a result I was looking to change my service to this reduced rate. Since Boost Mobile customer service exists in a foreign country, you must use chat to speak to them. I contact them via chat to enact this change, which I have proof of being completed. My bill renews monthly- and is paid in advance - on the 16th of each month. As such, 10/30/24 is in the middle of the cycle. The price for the new bill - 3 lines at $25 each, is to be $75 per month. We were paying $110 per month. PRIOR to this being complete, I repeatedly ASKED the associate "this change will result in a credit on my account, right?" Reason being the service was being reduced with more than half of the monthly cycle yet to complete. They are arguing that I am not due a credit, despite having reduced service for more than 50% of the service time (1 month) as well as my stating that BEFORE authorizing them to make any changes. All I want is the credit I am due- roughly $20 - for reduced service for over 50% of the month in question. Instead, all I get are associates located in a foreign country, where english is not their primary language, reading a script unable to make any viable movement toward resolution.
Business Response
Date: 12/13/2024
November 23, 2024

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

Re:          BBB Complaint #********
924663000130 - *************

Dear Ms. ****************** November 22, 2024, we received your complaint, dated November 22, 2024, filed with the Better Business Bureau.

You said that you made a change to lower your rate in the middle of the billing cycle; therefore, you were expecting a credit, but none was provided. You requested at least a $20.00 credit.

When I called you today, you told me to provide a response in writing and ended the call.

A review of your account reveals that although you requested a change in your service in the middle of the billing cycle, it did not take effect until the next billing cycle; therefore, no credit 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: 12/16/2024

Complaint: 22593225

I am rejecting this response because:

Hello *****. Thanks for finally following up in writing. I apologize for my brevity, but I both had guests in my home at the time and also explicitly selected I wanted to be contacted via email- so I felt being fastidious was best.

In regards to your comment about my service not being reduced until the next billing cycle, I have the screenshots both from Boost Mobile confirming a service change via text, and the chat with the Boost Mobile associate- stating the change was effective IMMEDIATELY, not at the end of the billing cycle. The same was reflected upon login to the account for review purposes on said date.
I am sure to do all of this in writing because I understand how easily someone can make a mistake or misspeak / misinterpret verbal conversations.
As such, I have provided the screenshots and reaffirm the credit mentioned is in fact due. There are more screenshots that the BBB page will allow me to attach. BBB, I welcome you to email me or send a secure link to upload the additional .jpg files.

While my number has not been on Boost the same duration, one of the lines on my plan has a 16 year tenure with your brand - my husband specifically- and it's very frustrating you don't care about your existing customers in any capacity to give them the same attention you give to acquire new business. I also had Boost before for many years until roughly 2021 under a different number so I speak from experience, not second hand reviews.

Sincerely,

******** *******
Business Response
Date: 12/23/2024
December 23, 2024

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

Re:          BBB Complaint #********
                ************ -2024-12-27967

Dear Ms. ****************** December 23, 2024, we received your rebuttal,dated December 20, 2024, filed with the Better Business Bureau.

You rejected our response, stating that a service change you made to reduce your monthly rate took place in the middle of a billing cycle. You requested a refund of $20.54.

According to our terms and conditions,which are available on our website, if you make any changes in the middle of a billing cycle, services will not be prorated. The agents upheld this on the chat log you provided. As these terms were available to you prior to making any changes and you were advised of this when the transaction was made, a refund will not be provided.

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: 01/08/2025

Complaint: 22593225

I am rejecting this response because:
If you review the whole chat dialogue, I asked about the credit 2x BEFORE the change was processed by Boost Mobile. Only AFTER your *** processed a change did he answer. In lamens terms, bait and switch occurred and is CLEARLY outlined. Your *** was meticulous in delaying providing my answer until it was "too late" which is unethical above all else.
You'd think you care about keeping customers, especially lines 16 years old and counting, but obviously I'm wrong.
I know my next steps should this not be adequately resolved.

Sincerely,

******** *******
Initial Complaint
Date:11/22/2024
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 purchased a new phone from the Boost website. The promotion was if you purchased the phone outright (meaning not finance it) you would get 1 year free service. However, I am still being charged for service monthly. I have called & chatted with no resolve. Boost customer service representatives give incorrect information and are not familiar with promotions. They will say anything to get you off the phone and are not helpful in the slightest way. They all say they cant transfer or there is no-one higher than them to talk to. Which we know is a lie. Boost has made feel like a victim of a scam. The promotions seem like click bait and I feel like this is predatory. The lack of escalation when customers are trying to resolve real problems is a nightmare. I need someone who can actually research my account, give solid answers (not made up to get me off the phone), and has authority to resolve issues. I want the promotion honored! I specifically asked prior to making the decision and was told my account was eligible. Now Im being charged. Its scammy and predatory. If you advertised it you should honor it.
Business Response
Date: 12/18/2024
December 11, 2024

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

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

Dear Ms. ****************** November 22, 2024, we received your complaint,dated November 22, 2024, filed with the Better Business Bureau.

You said that you purchased a phone from our website and paid for it in full; therefore, you should be on the one-year-free plan. You indicated that when you spoke to customer care, you were given incorrect information. You would like the promotion honored.

When we spoke today by phone, I informed you that the promotion in question never had the phone priced at a Manufacturers Suggested Retail Price (MSRP)of $449.99. The website states that one can receive the one-year-free plan by purchasing the phone at a price of $729.99. You did not agree.

I contacted our Promotions Team after our call. I verified that this promotion has not changed since its introduction. If you could provide a screenshot and/or copy of the advertisement to support your claim, I will look into this matter again.

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

Sincerely,

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

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

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

Customer Answer
Date: 12/19/2024

Complaint: 22592392

I am rejecting this response because: Boost Mobile is not thoroughly researching the complaint. The website did NOT reflect as it is currently reflecting now. In your response you stated you reached out to the promotion team. Why would you not reach out to the your IT/ team who updates the website?? You should be looking into my user experience, what did I see when I purchased the phone online?? You stated on the phone you would further investigate and based on this response and your back to back calls you simply was trying to close your complaint. I advised you the problem and why there was a discrepancy. Your website did not reflect what it reflects when I purchased the phone. So you have not researched nor have you resolved the complaint. There are no screenshots to provide. The fact that the burden of proof is falling on me is insane. You have the means to look into your own system and teams to see exactly what needs to be seen. Ask your IT/online team when did the interface go live compare that with the date and time of my purchase ask if they can see click by click of when purchased the phone. Then you will see Im not lying or trying to get over.

Sincerely,

******** *******
Initial Complaint
Date:11/21/2024
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 6/29/2024, I had high anticipation on switching over to Boost Mobile and purchasing the ******** Razr coach Prime series. However, when I go into the location as it was advertised for free the phone had actually wound up being $263. Which is misleading from the marketing promotion in advertisement that most if not all Boost Mobile stores have posted on their storefronts! I would just like a unlocked ******** Razor 2024 Edition for Christmas for free no charges no money due and I like the phone totally free due to your bad marketing and misleading advertising if you have any questions about anything that I stated in this complaint, please feel free to reach out to the email address or phone number on file to get more details in regards to my resolution to resolve this matter.
Business Response
Date: 12/16/2024
December 13, 2024

Mr. ****** ********
************************************
*******, ** 60803

Re:          BBB Complaint #********
                ************** -2024-11-25883

Dear Mr. ******************* November 22, 2024, we received your complaint, dated November 21, 2024, filed with the Better Business Bureau.

You said that on June 29, 2024, you visited a Boost Mobile retail store to take advantage of an advertised promotion for a free ******** Razr Coach Prime series device, but they wanted to charge you $263.00. You would like a free unlocked ******** Razr 2024 to settle your complaint.

Boost Mobile retail stores are independently owned and operated and although they are subject to specific franchise service level agreements, they set their own, individual policies and procedures regarding products and services separate from Boost Mobile.

Pricing, service and device promotions are subject to change;the ******** Razr Coach Prime series device promotion was for a limited time only, and is no longer available.

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: 12/16/2024

Complaint: 22589116

I am rejecting this response because: it does not satisfy the consumer protection act. I would like any ******** Razr 2024 for the inconvenience. Not a buffed up email stating the obvious.

Sincerely,

****** ********
Initial Complaint
Date:11/21/2024
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 purchased a phone plan with Boost Mobile and upon reviewing my bill it charged me $26.59. The plan I purchased said $25 a month forever. There is no fine print and nothing saying taxes will be extra. This is deceptive marketing.
Business Response
Date: 12/27/2024
December 11, 2024

Mr.Jackarel Forge
**********************
*************************;

Re:          BBB Complaint #********
94241443106392 - *************

Dear Mr. **************** December 2, 2024, we received your complaint, dated November 21, 2024, filed with the Better Business Bureau.

You said that you agreed to a $25.00 a month plan, but you were billed $26.59. You indicated that we disclose taxes are extra, which you dispute.

Boost Mobile does disclose that taxes are not included, on our plans page under the section with the plan comparison: ********************************************.

Our records reflect that your first month was billed at $12.50 for the service and $1.54 in tax.

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: 12/27/2024

Complaint: 22585470

I am rejecting this response because:
it clearly states that the $25 plan has no hidden costs and that the price of the plan states $25 forever. I submitted from your website the image. Find where it says taxes not included.

Sincerely,

Jackarei Forge
Initial Complaint
Date:11/21/2024
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.
IPhone 15 Plus Device is not getting activated on Boost Mobile's system/network since the date of purchase directly from ************************* of Order: January 29, 2024 at 7:41:45PM EST Case/Ticket Record : ******* & ******* Phone and Chat records should be available at Boost Mobile for this issue. Just today, I spoke with several of the phone companies representatives to address this issue including *******, Ro'Dreko, and Supervisor ******. Per ****** there is a known system issue they are trying to get their IT **** to resolve and my issue is related. ****** was willing to provide a $50 credit today, however, considering the amount of time which has past with no resolution, I believe I am entitled to more. ****** insists that I can only wait for their IT **** to fix the issue. I am unable to return the device. It is locked to their network ONLY, so I can't use it on a different service, to at least have some use of it while I pay for it. I'm paying for service plus the device purchase payment each month and yet I CANNOT use the device. I have done what I think is my due diligence, including taking the IPhone to the Apple store to have the software reloaded on the device to make sure it wasn't corrupt software causing the issue. I've spent many hours on the phone and via chat trying to get the device activated for use, with NO success. As the consumer, I don't feel it is my fault nor should I be penalized for purchasing a device for which Dish Network's mobile company Boost Mobile hasn't been able to service. Amends should be made to the consumers who have been put into this position at no fault of their own.
Business Response
Date: 12/17/2024
December 6, 2024

Mr. **** ******** II
6143 Faircrest Ct.
**********, ** 45224

Re:          BBB Complaint #********
301904477219 -2024-11-26128

Dear Mr. ******************* November 26, 2024, we received your complaint, dated November 21, 2024, filed with the Better Business Bureau.

You said that you purchased a device from us, but you were unable to activate it. You would like the device activated and to be credited for the months you were without the service, or that we unlock the device so it can be used with another provider.

A review of your account reveals that your iPhone 15 Plus was activated on November 21, 2024, and has been in use. We provided you with a $50.00 account credit, which is an appropriate amount of compensation as you were not being billed for the service prior to November 21, 2024.

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:11/20/2024
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.
9/25 contacted Boost Mobile about getting service with them, ordered new phone, received the phone on 9/29. Had problems getting it activated. Went to 2 different Boost Mobile Stores and Geek Squad. Problem was that I was going to android phone from iPhone. After I finally got it activated, I cancelled the service on 10/13. I was charged for a full months service of $72.25, I called them about this amount that they charged on my credit card, they wouldnt refund the money. I contacted my bank to file a dispute. I also returned the phone and they are trying to charge me $966 for the return phone, only this time I locked my card. I want my money back and this company stop taking unauthorized monies from peoples accounts. They should be put out of business.
Business Response
Date: 12/03/2024
December 3, 2024

Ms. **** ***********
********************
************, MD 21117

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

Dear Ms. ********************** December 2, 2024, we received your complaint, dated November 20, 2024, filed with the Better Business Bureau.

You said that on September 25, 2024, you contacted us and ordered a new phone. You had difficulty activating the device. Your service was canceled on October 13, 2024, but you were charged $72.25 for the next month. You indicated that we refused to issue a refund for this payment and then we charged you $966.00 even though you returned the device.

My attempts to contact you at ************** on December 2 and 3, 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 that on November ******, we received a credit card chargeback for the $72.25 payment and it was returned to you.

On October 23, 2024, you were charged $972.21 for the remaining finance balance for your device due to your account being canceled. I confirmed the device was returned and applied a credit to cover this balance. I also submitted a $60.00 refund of the taxes collected; please allow five to seven business days for processing.

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: 12/03/2024
Boost did receive the $72.25 on 10/19 my bank is disputing it. I blocked my account so ********************** could not take any more money from me. They tried to take $966 from my account. this has been a nightmare. I will never recommend Boost. Also you still owe me$11.20 for postage because I was not provided a mailing label, I was sent an email that I had to print out. I feel after all this that Boost show go out of business.
Complaint: 22584629

Sincerely,

**** ***********
Business Response
Date: 12/16/2024
December 16, 2024

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

Re:          BBB Complaint #********
                ************** -2024-12-27252

Dear Ms. ********************** December 12, 2024, we received your rebuttal, dated December 11, 2024, filed with the Better Business Bureau (BBB).

You rejected our response stating that Boost Mobile received a $72.25 payment that your bank is disputing. You also indicated that we tried to take $966.00 from your bank, and you had to pay $11.20 because you could not print the return shipping label.

On December 16, 2024, you responded to my email and requested all communication be through the BBB directly.

I confirmed with our back office on November 7, 2024, that we received a chargeback from your bank for the $72.25 payment posted on October 19, 2024. These funds were returned to your bank.

On October 23, 2024, you were charged $972.21 for the remaining finance balance for your device due to your account being canceled. I confirmed the device was returned and applied a credit to cover this balance. I also submitted a $60.00 refund of the taxes collected;please allow five to seven business days for processing.

We regret that you were unable to use the prepaid return shipping label we sent you.

Sincerely,

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

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

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

Customer Answer
Date: 12/16/2024

Better Business Bureau:

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

Sincerely,

**** ***********
Initial Complaint
Date:11/20/2024
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 November 15, 2024, I contacted Boost to request a transfer pin and unlock both my phones I purchased approximately 3 years ago because I was moving to a new carrier. The **************** agent did provide the transfer PIN for both phones but only unlocked one of my phones and would not unlock the second phone. I paid cash for both phones years ago. I have an ongoing ticket (ticket number *******) number to have my phone unlocked. I have called every day to check the status of the ticket and all a manager and customer service *** say is that my ticket is being worked on. It is now November 20, 2024, and my iPhone is still not unlocked. When I call the *** say give them another three days. My billing cycle starts on the 27th of every month and it's now November 20, 2024. It seems to me that they are purposely not unlocking my phone to get me to pay for another month of boost service. All I want is my phone unlocked because I paid for it and I meet boost policy and my phone should be unlocked. What is Boost Mobile's unlocking policy?If you purchase a Postpaid Device from us and pay for it in full, your phone will be eligible to be unlocked right away. In either case, we'll automatically unlock your Device remotely within two (2) business days after your Postpaid Device becomes eligible for unlocking, without an additional fee.I meet all requirements to have my phone network unlocked so please unlock my iPhone or call and give me a reason as to why you are not unlocking the phone I paid for years ago. Thank you.
Business Response
Date: 12/11/2024
December 11, 2024

Shia *****
*****************************************************

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

Dear Shia *****:

On November 21, 2024, we received your complaint, dated November 20, 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).

Sincerely,

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

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

              ***** *****
Initial Complaint
Date:11/20/2024
Type:Delivery 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.
order phones and plan with boost mobile first initial order was returned to sender because the 3 attempts made to deliver were never delivered due to requiring signature. Advised by agent with boost mobile to change my address and then reorder after 24 hours did just that. Ordered on Sunday November 17, 2024 and received email stating order was cancelled. Contacted agent again and was told the order was cancelled and that I am no long eligible to use their service with no reason given as to why. They went on to say they don't have to provide that. I provided my social for a soft hit to my credit. I provided my drivers license information.
Business Response
Date: 12/17/2024
December 16, 2024

Ms. ***** *******
*************************************
******, WY 82609

Re:          BBB Complaint #********
                ************** -2024-11-25806

Dear Ms. ****************** November 21, 2024, we received your complaint, dated November 20, 2024, filed with the Better Business Bureau.

You said that on November 10, 2024, you placed an order for two iPhone 16s, but it was returned because the order required a signature at delivery. On November 17, 2024, you placed the order a second time. You received an email stating the order was canceled again and you were told you were not eligible for service.

The original order, placed on November *******, required a signature upon delivery and was returned after *** made a few unsuccessful delivery attempts. The second order, placed on November 17, 2024,was canceled by our order integrity team due to the shipping address not matching your profile. We require the billing and shipping information to align with your payment method. This precaution helps us protect your account and prevent any delays or complications with your shipment.

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: 12/20/2024

Complaint: 22583421

I am rejecting this response because: This needed to be disclosed. I was given no reason as to why and the customer service agents had no idea either as why it rejected. Not only that I was told to change the address by your representative when I went to reorder the service.

Sincerely,

***** *******
Business Response
Date: 01/20/2025
January 16, 2025

Ms. ***** *******
*************************************
******, WY 82609

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

Dear ****************************** 15, 2024, we received your rebuttal, dated January 14, 2024, filed with the Better Business Bureau.

You rejected our response stating you were given no reason why the order was rejected and the customer service agents did not know either. You indicated that you were told by an agent to change the address when you tried to reorder the service.

We appreciate you bringing this to our attention,as it will be reviewed internally. However, our frontline agents would not be able to identify why the order was rejected, and you should have been transferred to the consumer protection department for further assistance.

A review of your account indicates a $93.00 payment was processed on your original order from November 10, 2024, and refunded on November 22, 2024. I could not locate any other accepted payments on your account.

We regret any inconvenience you continue to experience.

Sincerely,

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

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

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

Customer Answer
Date: 01/22/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and though it may have not resulted in any positive results because change takes time and possibly education in regards to the customer service portion of your company. I wont know if this complaint has initiated updated procedures or changes in procedures because I will not be attempting to use your services

Sincerely,

***** *******
Initial Complaint
Date:11/20/2024
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.
Paid for a Phone, decided to return phone during trial period and never received my refund. Called numerous times to see when the refund will be returned the first time they said 14 days which I think it unacceptable, never received after 14 days. Called again they supposed to released funds, never received refund it has been 1 month since the phone been turned in. Its been a disaster from start to finish with this company in less than 30 days. Never again
Business Response
Date: 12/11/2024
November 22, 2024

Ms. Marikia Ash
******************
*********, ** 77372

Re:          BBB Complaint #********
74219591762650 -2024-11-25721

Dear Ms. ************** November 20, 2024, we received your complaint, dated November 19, 2024, filed with the Better Business Bureau.

You said that you returned your device, but you have yet to receive a refund.

My attempts to contact you by phone and email were unsuccessful.

A review of your account reveals that you have not returned the iPhone 16 Pro. You provided a tracking number; however, the device we received was not ours. Therefore, a refund will not be provided until we receive the device in question.

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: 12/11/2024

Complaint: 22581092

I am rejecting this response because:

The phone was turned in! I have the tracking, Boost just dont want to refund my money! Its ok it not needed. Still the worst company. No need to respond

Sincerely,

Marikia Ash
Initial Complaint
Date:11/20/2024
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.
On 11/15/24, I switched mobile phone service from T-Mobile to Boost. I purchased a new iPhone 16 Pro Max through Boost's website. With my previous carrier, I had two lines of service on my older iPhone 14 Pro Max, one personal line and one business line. Prior to switching carriers, I contacted Boost to confirm they could support the same setup as T-Mobile. I was told yes they could. I received the phone on 11/15/24 and with the help of their customer care ***resentative, I proceeded to port my two numbers to the new phone. My personal/first number ported without issue. The business/second port attempt caused the phone to lock up. It was then I was told by a customer care *** that ********************** doesn't support two lines from Boost on the same phone. Since that day my personal number is locked into the phone and no one at Boost has been able to offer a solution. When contacting customer care, you have to validate your account via text message sent to the phone which I have no access since it is locked up. Other verification methods were hit and miss at times but even when successful, all suggested solutions have failed. I have gone to a physical Boost store for assistance 5 times spending hours and still no resolution. The customer care *** in the store has gone over and above excellent service trying to help me with this problem each time but there's only so much she can do. I had even reached out to ***** technical support to seek assistance and they contacted Boost customer care while I was on the phone with them to explain that the problem was not with the device but with the porting issue and esim. ***** suggested deleting the esim and starting over or swapping out the device in the name of good customer service. Neither of those options have been taken and I still cannot access the phone, my personal information or receive any calls. This is now day 7 without any resolution. I have also emailed ****************************** but have not received a response back
Business Response
Date: 12/13/2024
December 10, 2024

Mr. ******* *****
*********************
**********, ** 30078

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

Dear Mr. **************** November 20, 2024, we received your complaint,dated November 20, 2024, filed with the Better Business Bureau.

You said that you purchased an Apple iPhone 16 Pro Max on November 15, 2024, and attempted to port in your personal and business numbers to the account;however, the porting of the business number caused an issue that locked the phone and rendered it unusable. You requested a replacement or exchange.

A review of your account finds that since the filing of this complaint, it was canceled and a refund issued.

We apologize for any inconvenience this has caused.

Sincerely,

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

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

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

Customer Answer
Date: 12/13/2024

Better Business Bureau:

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

Sincerely,

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

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