Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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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 ComplaintThe 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:11/20/2024
Type:Service or Repair IssuesStatus: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.
Dear Better Business Bureau, I am writing to file a formal complaint against Boost Mobile regarding an issue with their service and customer support that resulted in a loss of $13.80 on November 18, 2024. Before making my purchase, I explicitly informed multiple Boost Mobile customer service representatives that I required eSIM information to activate the transfer of my existing number. They assured me this information would be provided. However, after purchasing a one-month service plan for $13.80, I contacted Boost Mobile again, only to be transferred repeatedly between different customer service agents. Despite numerous attempts, I did not receive the promised eSIM information, any updates on the process, or even a detailed confirmation emailonly an order number. I requested a full refund due to this failure to provide the agreed-upon service. Unfortunately, I faced further delays, with numerous customer service agents transferring me without resolution. Eventually, the last representative named ***** refused my refund request without offering any reasonable explanation!This experience is egregious. Within an hour of making the purchase, Boost Mobile failed to deliver the promised service, subjected me to outrageous customer service involving over 20 representatives, and ultimately deprived me of my customer rights. I firmly believe this behavior constitutes a deliberate attempt to withhold my funds without justification. I trust the Better Business Bureau will take this matter seriously and hold Boost Mobile accountable for their failure to provide service and their flagrant disregard for customer rights. I demand a prompt and full refund of $13.80 without further delay. Thank you very much for your attention to this matter. Sincerely,****** ***Business Response
Date: 12/09/2024
December 7, 2024
Ms. ****** ***
*************************
******************
Re: BBB Complaint #********
************** -2024-12-26809
Dear Ms. ************** December 5, 2024, we received your complaint, dated November 20, 2024, filed with the Better Business Bureau.
You requested a refund of $13.80, as you requested an eSIMnot a physical SIM card. You also expressed frustration with the customer service you received, as you were denied a refund and transferred around to multiple agents but with no resolution.
When you establish service with Boost Mobile, you provide your shipping address so a SIM card can be sent to you.
To be eligible for a full refund under the 30-day money-back guarantee (including taxes and fees), you must:
Create a new Boost Mobile account and activate one or more lines
Transfer or "port" in your number from another carrier
Customer care denied your refund because you do not qualify. As a courtesy, I made an exception and a refund of $13.80 was issued to the card ending in 2561. Please allow 3-5 business days for processing.
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: 12/09/2024
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:11/19/2024
Type:Service or Repair IssuesStatus: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 ordered an eSIM off boost mobiles website with the selection of a new number on November 5th, 2024. The eSIM never came. I never activated my line, I contacted boost mobile by phone and chat for the first 2 days to receive troubleshooting. After customer service failed all times to send the **** to my email and phone I requested a refund by the 2nd /3rd day. Boost has a 30 day money back guarantee. Since they never sent me the service I paid for I am legally protected to receive a refund from them. Ive called boost mobile multiple times times to request a refund and was hung up on and refused a refund on all times. This is fraud. Stealing money without delivering the goods and services promised is fraud.Business Response
Date: 12/11/2024
December 8, 2024
Ms. *** ******
General Delivery
***********************;
Re: BBB Complaint #********
************** -2024-11-25694
Dear Ms. ***************** November 19, 2024, we received your complaint, dated November 14, 2024, filed with the Better Business Bureau.
You said you attempted to sign up for service with a new phone number and you ordered an eSIM via email. You indicated that the email was never delivered and after troubleshooting for two days with customer care,you decided to request a refund. You were told by the representative that you do not qualify, as you requested a new number. Despite speaking to multiple agents and supervisors, your refund request has not been granted.
A review of the account indicates that your SIM kit was returned via *** on November 11, 2024. As such, a refund of $13.80 will be issued to your payment method on file. Please allow 7-10 business days for processing.
The Boost Mobile Terms and Conditions state that activation fees are non-refundable. Please visit ****************************************************************************** for further information.
We apologize for any inconvenience this may have caused.
If you have 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:11/19/2024
Type:Service or Repair IssuesStatus: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 started using boost in May of 2023 my intention was to use boost short term until I found a better phone provider I eventually added a second line with a separate account I paid the bill monthly and I would often load upwards of $100 on each account to just deduct from the balance already there I had multiple issues with service on both lines and deceptive misleading plans missed bonuses for auto pay and adding new payment etc thing looks too a turn for the worse around August-October and this was the worst experience I was experiencing service issues on both devices fluctuating bars spotty internet etc I called they basically did absolutely nothing but told me to reset my network settings which is what they always told me to do when I has service issues this time was different I called back to report the same issue and I was told about a damaged tower boost mobile didn't care because they already took my money $250 they created a ticket and still allowed the damaged tower to remain they blamed the owner of the tower I was offered $20 credit I declined I asked for a refund the person refused I allowed service to be disconnected because I started to port out service received alerts that boot mobile stole $37.83 and $40.00 from my account I owed ****************** nothing they took money and left a balance that left the service suspended basically stealing my money I asked for them to refund the money the person declined I has to file two FCC Complaint I will file multiple Complaints until I receive the $250 for the defective wireless service I was unable to use and the $77.83 is refunded because it was stolen it wasn't an Autopayment because it would have took the full balance they stole my money and I couldn't transfer my services and I was left without a phone thieves I am considering other options this has left me depressed and I am out of work can't contact my doctors etc or familyBusiness Response
Date: 12/11/2024
December 10, 2024
Ms. **** *****
********************************************************************
Re: BBB Complaint #********
************ -2024-11-25719
Dear Ms. **************** November 20, 2024, we received your complaint, dated November 19, 2024, filed with the Better Business Bureau.
You stated you were missing your autopay discount. You also said the technical issue was never resolved. In addition,you stated payments of $40.00 and $37.83 were taken from your account without authorization, resulting in your service being suspended. Furthermore, you stated that you requested to disconnect your service and port out your phone number. You requested a refund.
Our records show you have not had the autopay discount since August 2024. You were receiving a discounted price of $25.55 per line beforehand for being on autopay.
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. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified. In addition, data coverage is not available everywhere and service speeds are not *************** service 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.
I was unable to locate a $40.00 payment and you could not provide an account number associated with it. The payment of $37.83 was not made through autopay as it was completed manually.
When we spoke, I informed you that there is no record of you requesting your port-out information or to cancel your service. I offered to provide you the port-out PIN for your line **************, or to cancel it completely,but you did not provide a clear response and ended the call.
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.
If you wish to cancel the line, I am willing to issue a refund for the $37.83 payment as an exception. Please contact me at ************* or ********************* for further assistance.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Customer Answer
Date: 12/12/2024
Complaint: 22579267
I am rejecting this response because: I have talked to tbe person handling this case I have talked to her and emailed her several times she has is a evil nasty person she blamed the owner of the tower she was aware of the damaged tower back in October wheb I filed the fcc complaint she refuse to refund me on October ***** she took an additional $37.77 and $40.00 from my card knowing I had not intention on.keep the service I have emails telling her that she stole money from my card and left a balance on the account leaving the service suspended I called her on October ******* she once again denied to refund my money I asked to speak to someone else she refused and told me all of my complaint will go back to her she is fully aware that because money was stolen it prevented me from transferring service and she does not care she is a nasty person who thrives off of taking advantage of customers and she is happy with herself I filed a complaint with the fcc attorney General and Ftc she does not care it will never bother her .I will keep a record of her response and all of my emails for proof of what she did .
Sincerely,
Coco *****Customer Answer
Date: 01/23/2025
She tried multiple attempts to take money she then started to lower the amount each time they tried to take money from my card when it finally pulled the $37.77 and the $40.00 when I saw the email and received notification from the bank I was using I emailed her three times and called and she refused to return my money she stole money from my card leaving a balance for me to pay Interrupted me being able to get service with the other carrier because money was stolen from my cardBusiness Response
Date: 02/03/2025
January 31, 2025
Ms. **** *****
******************************************************************************;
Re: BBB Complaint #********
************ - ************
Dear **************************** 31, 2025, we received your rebuttal, dated January 31, 2025, filed with the Better Business Bureau.
You rejected our response maintaining that $37.77 and $40.00 were taken from you. You expressed frustration with not receiving a refund. You also said Boost Mobile charging you a balance has disrupted your attempt to port your phone number out to a new company.
There is no record of a $40.00 payment being taken and you have been unable to provide any information to try and locate evidence pertaining to it. I previously offered to cancel your line and issue a refund of your $37.83 payment, but you never gave me a clear answer. Your request for a refund is declined, as you used the service.
There is no record that you requested to port your phone number to a new provider. You are still being charged for service and owe a balance of $67.43. If you want to port your line ending in 6066 out, you must pay the balance, as an active line is required.
You can contact customer care at ************** to obtain your porting information once the balance is paid.
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: 02/05/2025
Complaint: 22579267
I am rejecting this response because: I have provided proof of two different receipts showing I was charged twice on the same debit card a charge for $37 and change and a charge for $40 you processed and stole ny money I will also attach the screenshot to your email you know I called you on October ******* and told I was charge twice I emailed you twice you said you saw the email but didn't read them and then said boost does not give refunds you are outright lying saying I processed the payment and furthermore you are playing stupid like i did not informed of you about stealing my money from my card leaving a balance to force me to start service after I told you on October ******* I was leaving the company due to service issues that occured in August-September 2024 due to the damaged towers you have all of this information in your email and literally lying to the BBB you refused to refund my $250.00 I have filed Fcc complaints multiple Bbb complaints and a complaint with the attorney General you are so nasty and unprofessional you told me that you would make sure you get every complaint I file and refused to transfer my complaint to someone else but I Will continue to file complaint until I get my money back
Sincerely,
Coco *****Business Response
Date: 02/12/2025
February 11, 2025
Ms. **** *****
******************************************************************************;
Re: BBB Complaint #********
************ -************
Dear Ms. **************** February 11, 2025, we received your second rebuttal, dated February 11, 2025, filed with the Better Business Bureau.
You rejected our response again stating you provided me proof of the payments of $37.83 and $40.00 and maintain they should be refunded. You also continue to say that you intend to cancel your service due to technical issues. You requested a $250.00 refund.
As I have advised you on several occasions in response to previous complaints you have filed, I offered to cancel your service and issue a refund of $37.83; however, you never provided me with a clear answer in order to take action. I also requested the account information associated with the $40.00 payment, but you did not provide me this either. Both payments in question will not be refunded.
There was no request from you to cancel your service or port your phone number to a new provider. Please be aware that your account is currently suspended due to nonpayment.
Your request for a $250.00 refund is denied.
While we regret that you do not agree with the solution we proposed in our previous correspondence, we believe we have offered you a considered and fair option in response to your complaints. At this point, we consider the issue closed.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Customer Answer
Date: 02/14/2025
Complaint: 22579267
I am rejecting this response because: money was stolen from my card she has the proof of the two purchases and she refuses to refund both charges I will continue to file complaints this company need to be exposed for stealing from customers she ****** ***** processed and stole money from my debit card and refuse to refund it she was fully aware of the service issues saying that they don't own the towers and they didn't try to have the tower fixed causing service issues for me and probably hundreds or thousands of customers this company is money hungry and I can't wait for a class action lawsuit
Sincerely,
Coco *****Initial Complaint
Date:11/19/2024
Type:Service or Repair IssuesStatus: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 just signed up on yesterday with boost mobile and I already have regrets. I signed up on November 18, 2024 and was told my bill would be due the 18th of each month. The person that setup my account did something wrong become being told that in the app my bill is due on 12/3/2024. Also I ported in 2 numbers but only one is active and Boost Mobile isnt doing anything positive to Asst meBusiness Response
Date: 12/11/2024
December 6, 2024
Mr. ****** *****
******************************
*********************;
Re: BBB Complaint #********
************ - *************
Dear Mr. **************** November 19, 2024, we received your complaint,dated November 19, 2024, filed with the Better Business Bureau.
You said that when you set up your account, your due date was supposed to be on the 18th of the month; however, you indicated that the representative did something wrong and your due date is now on the 3rd of the month. In addition, only one of the two numbers that he ported over is working. You requested a call from a U.S.-based agent.
Porting numbers from one carrier to another can be delayed for numerous reasons, which could also affect the ongoing monthly due date. Our records show that, since the filing of this complaint, both phone numbers are now active.
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:11/19/2024
Type:Product IssuesStatus: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 iphone 12 from boost mobile on 10/20/24. When *** attempted to deliver the device there was no apartment number listed on the box. I was informed by boost that the would be returned to boost mobile. I did order a iPhone 13 on 10/25/2024. On 10/28/2024 I received both devices from **** I was going to keep the iphone 13 & return the iPhone 12. However I returned the iPhone 13 instead by accident. I called boost mobile once I realized the mistake. Boost mobile informed that once they receive the device I would recua refund being they couldnt return the device back to me. The device was received by boost mobile on November 1st. On November 4th boost mobile refunded me $64.56 & not my entire balance of $286.55. Ive been calling customer service my remaining $221.99 refund but they keep giving me the run awayBusiness Response
Date: 12/11/2024
December 6, 2024
Ms. ****** ******
*************************************************** 2S
*******, IL 60653
Re: BBB Complaint #********
************** - *************
Dear Ms. ***************** November 19, 2024, we received your complaint,dated November 19, 2024, filed with the Better Business Bureau.
You said that you returned an iPhone 13 and you were promised a refund, but you only received one of $64.56 for the tax. You requested the remaining $221.99 be refunded immediately.
A refund for the remaining balance is processing.
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
****** ********Initial Complaint
Date:11/19/2024
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered an iPhone 13 device on 11.13.2024 (via a web order through my Boost Mobile account) to replace a damaged device that I currently have; to date I have not received the phone device or even a shipping confirmation email. I have reached out to Boost Mobile customer care several times, and no one can tell me when to expect the phone or provide a tracking number. The payment for the order has already been debited from my account and yet the order is still not shipped. Everyone keeps saying its "in progress". This is bad business and horrible customer service. In fact, the delay in shipping is affecting my business and other things I use my device for. I would like Boost to ship the phone asap.Customer Answer
Date: 12/05/2024
With regard to Complaint ID: ********; as of today 12.5.2024 I have received the device but ********************** processed a charge back and suspended the phone service. My credit union is not showing a refund to my account so now my service is suspended and my money is in limbo.
Customer Answer
Date: 12/10/2024
I received a call from a ***** in the escalation department, he left a number to call him back which I have, and he has since not returned my call. Boost has processed a chargeback but the money has not come back to my account, and my phone line is still suspended. Boost has horrible customer service and ordering the new phone has been a complete nightmare. I just want to know where my money is so my phone service can get restored.
Business Response
Date: 12/11/2024
November 26, 2024
Ms. **** *****
************************
****************************;
Re: BBB Complaint #********
976213095954 -2024-11-25690
Dear Ms. **************** November 19, 2024, we received your complaint, dated November 19, 2024, filed with the Better Business Bureau.
You said that you ordered a device from us, but you have not received any information regarding the shipment.
I contacted you by phone to advise you of the shipment *** tracking number (1Z52A2590321706312). You replied back that you plan on returning the device.
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: 22577176
I am rejecting this response because: I kept the device. Read my complaint and advise as to where my money is for the phone after Boost did a chargeback. I paid AGAIN today so my phone would be restored, but Boost still owes me money. And I have called Mr. ***** **** multiple times and left messages and gotten no response. RESPOND TO MY MESSAGES AND ADVISE OF THE STATUS OF THE REFUND for the chargeback after I have paid Boost for the phone, now twice. And how ironic after I made the payment today I finally get a response but my issue was not properly addressed. Ridiculous!
Sincerely,
**** *****Business Response
Date: 12/23/2024
December 19, 2024
Ms.**** *****
************************
****************************;
Re: BBB Complaint #********
976213095954 - *************
Dear Ms. **************** December 18, 2024, we received your rebuttal, dated December 18, 2024, filed with the Better Business Bureau.
You rejected our response, stating that you have not received a refund for your overpayment.
A review of your account reveals that the chargeback was reversed, so a refund of $202.94 is being issued to your **** ending in 5966.
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: 01/08/2025
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. The business finally issued a refund which has since been received.
Sincerely,
**** *****Initial Complaint
Date:11/19/2024
Type:Service or Repair IssuesStatus: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 first called loyalty department 11/13/24 to port out my number then the next day 11/14/24 I called to unlock my mobile device from which I was told that it only takes 2 business days to complete. I have called 2-3 times a day every day since then to check the status because once you request to have your number ported out you have a limited amount of days to have that request completed, I have been given different answers everyday but all the ***** I have no complaints against ****** and ******* but all the other **** were short or kept me on hold for ***** mins at a time and provided no real resolution or even advised that no one has even submitted a ticket to unlock my device. I feel as though this company is in violation of the unlock policy they have posted on their site. I have been a boost customer for 1 year and 5 months and I am highly dissapointed,Business Response
Date: 12/11/2024
December 4, 2024
Ms. **** ********
*****************************************
*********************;
Re: BBB Complaint #********
************ -2024-11-25564
Dear Ms. ******************* November 19, 2024, we received your complaint, dated November 19, 2024, filed with the Better Business Bureau.
You said you requested your port-out information and to have your device unlocked, but you were provided different answers every day. You requested for someone to reach out to you.
When we spoke, you confirmed that you were able to take your device and phone number to a new provider.
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:11/19/2024
Type:Service or Repair IssuesStatus: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 customer with ********************** for over 5 years now and its the only phone company that does not give out extensions. I was very much ****** when I could not renew my service due to . .55 cents this is not how you treat loyal dedicated customers.Business Response
Date: 12/11/2024
December 6, 2024
Ms. ******* *****
********************************** J235
***********, FL 32304
Re: BBB Complaint #********
*************
Dear Ms. **************** November 19, 2024, we received your complaint, dated November 19, 2024, filed with the Better Business Bureau.
You stated that you recently found out that Boost Mobile does not offer payment extensions. You had to make a payment of $0.55 to restore your service recently. You requested to receive a billing adjustment.
Boost Mobile is a prepaid service; therefore, the entire account balance is required to be paid in advance of the new billing cycle start date. Your current monthly rate is $25.55. You made a payment of $25.00 on October 11, 2024, requiring an additional payment of $0.55 to restore the service.
A billing adjustment is not warranted in this case.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
***** *****Initial Complaint
Date:11/19/2024
Type:Product IssuesStatus: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 canceled my phone order on September 27, 2024, because of delayed in shipping. After 4 weeks, Boost agent told me that I would receive a full refund of $1298.99 on October 18, 2024. I contacted Boost again on November 14, 2024, since I had not received any refund. Boost agent kept telling me to contact my bank because the refund had supposedly been issued. I've contacted my bank to dispute this charge since I canceled the phone order and I did not receive any product/service from Boost mobile.Business Response
Date: 12/16/2024
December 16, 2024
Ms. ****** *******
***********************************************************************************
Re: BBB Complaint #********
*************
Dear Ms. ********
On November 19, 2024, we received your complaint, dated November 19, 2024, filed with the ***************
Bureau.
You stated that you canceled your phone order, but you have not yet received a refund of the $1,298.99 payment.
You were told the refund was previously issued, and to check with your bank. You then contacted your bank to
dispute the charge.
We confirmed that a full refund of $1,298.99 was issued to a **** card ending in 1843 on October 18, 2024. Please
be aware that our records indicate we received a dispute for the same charge from your financial institution and a
chargeback for $1,298.99 was processed on October 23, 2024, meaning that we sent the funds back twice. Please
contact your financial institution for confirmation of these transactions.
This issue is being investigated on our end. Thank you for bringing it to our attention.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
******************************************************************************************
***** *****Customer Answer
Date: 12/17/2024
Complaint: 22575189
I am rejecting this response because:
Boost Mobile never provided confirmation that a full refund was issued. ******* confirmed no refund was issued by Boost. I received a conditional refund from my bank after I initiated the dispute of this charge in October. On November 19, the conditional refund from my bank, not from Boost Mobile, had become a permanent refund, after my bank determined to resolve the dispute in my favor. No refund from Boost was ever received, as far as I know. Im just pleased I had received my money back from my bank.
Sincerely,
****** *******Initial Complaint
Date:11/18/2024
Type:Billing IssuesStatus: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.
Someone fraudulently opened up an account in my name with boost infinite. I have never used boost infinite or their services. The representative I spoke to even told me people have called into customer service saying theyve been scammed and defrauded. I need my SSN and name removed from this account before it affects my credit! I have been a victim of identity theft and the account isnt mine!Business Response
Date: 12/17/2024
December 13, 2024
Mr. ***** *******
*************************
******, ** 75034
Re: BBB Complaint #********
*************
Dear Mr. ****************** November 22, 2024, we received your complaint,dated November 18, 2024, filed with the Better Business Bureau.
You said someone fraudulently opened multiple accounts with ******************** using your information. You have never had a Boost Mobile or Boost Infinite account, and you want these accounts closed and removed from your credit report.
If you did not set up or authorize these accounts, you will need to file an individual identity theft claim for each one.
To file a claim, you will need to provide the following documentation:
Identity Theft Affidavit:
Please send a fully completed identity theft affidavit, including your full Social Security Number. The affidavit must be signed and dated.
Photocopy of Valid State or US-Issued ID:
Please provide a legible photocopy of a valid US government-issued identification card (e.g., drivers license, ID card, passport or military ID card).
Proof of Physical Residency:
Please provide a utility bill (phone, electric, water, etc.) showing the physical address of residence for the month of June 2024.
Please upload the documents to ****************************** or mail them to the DISH Network Credit Team, ******************************************* (Please be aware, DISH Network is the parent company for Boost Mobile).
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********
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