Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

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:11/18/2024
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.
This company is false advertising! They are advertising deals for new customers but they I am a new customer and it doesn't apply to me. The ads says discounts for new customers but when I called an did the customer service chat it say that it was only for online customers only but the ad doesnt say that it just say new customers but telling me I don't qualify and it doesn't make any sense
Business Response
Date: 12/10/2024
December 6, 2024

Ms. Daneesa ******
******************************************** 5E
*****, ** 10453

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

Dear Ms. ***************** November 19, 2024, we received your complaint, dated November 18, 2024, filed with the Better Business Bureau.

You stated that you received advertisements for new customers that you are not eligible for as an existing customer. You provided examples of several offers you have received. You requested to receive a billing adjustment.

To take advantage of an offer received by email, text or on a social media site, you would need to follow the details of the offer to redeem it. Our records indicate that you signed up on October 24, 2024, under an offer at a Boost Mobile retail store.

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

                ***** *****
Customer Answer
Date: 12/10/2024

Complaint: 22573616

I am rejecting this response because:
I should have been able to take advantage of the deals regardless if I bought the phone in store or not it is still boost mobile company it doesnt make sense

Sincerely,

Daneesa ******
Initial Complaint
Date:11/18/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called to get a Boost mobile account on Oct 23, 2024. I was told I would receive a *** card within 2-3 days. They charged me $13.72. I called several times asking where the *** card was and they said it should be here in two days. I didnt receive the card until last week. I was without phone service for two weeks. I am an 80 year old woman living alone and no phone service waiting for my sim card. I finally went back to my Spectrum mobile service. The *** card arrived last week. I called today to get a shipping label to return the *** card and I was told by **** that it wasnt necessary to return the card and he transferred me to someone in another department to handle and escalated refund and **** told me that was not possible that they do not refund for that. I never even opened the package with the sim card I want to return it and get my $13.72 back. That may not seem like a lot to them but when you are 80 and live on a small social security check it means eating or not. I want my money back Boost never supplied me with any service just headaches. Please can you help me get my money back thank you order #****-313602-6759
Business Response
Date: 12/10/2024
December 6, 2024

Ms. ******** *******
************************************
*******, OH 45638

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

Dear Ms. ****************** November 19, 2024, we received your complaint,dated November 18, 2024, filed with the Better Business Bureau.

You said you were charged $13.72 for a *** card you did not receive in the timeframe provided. You then returned to your previous service provider and we denied you a refund for it. You requested to receive a refund for the *** card.

In order to be eligible to receive a refund under the 30-day money-back guarantee, you must:

Transfer or port in your number from another carrier
Create a new Boost Mobile account and activate one or more line(s)

Because you did not activate your line or port in your phone number, you do not qualify for a refund under the 30-day money-back guarantee. Nevertheless, I made an exception and requested for a refund of $13.72 to be issued. Please allow 3-5 business days for processing.

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: 12/12/2024

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:11/18/2024
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.
Complaint Summary:I am submitting this complaint against Boost Mobile due to poor service quality, unresolved customer service issues, and unfulfilled promises. Despite paying $72.00 monthly, my experience with Boost Mobile has been deeply unsatisfactory for the following reasons:1.Unreliable Service Quality: The network is consistently subpar and does not justify the cost.2.Unresolved Issues: I have contacted customer service multiple times, but they have failed to resolve my concerns.3.Misrepresentation: I was repeatedly promised a one-time courtesy adjustment to my account, but it has not been applied, making me feel misled.These persistent issues have caused significant frustration, especially as a new customer who expected better service and transparency.Resolution Sought:I am requesting the following actions from Boost Mobile:1.A clear explanation of why my service issues remain unresolved.2.Immediate confirmation and application of the promised one-time courtesy adjustment.3.Specific steps Boost Mobile will take to ensure I receive the quality of service I am paying for.Account Information:Name on Account: ******** ********* Account Number: *********************** Contact Phone Number: ************ If Boost Mobile fails to address this matter in a timely and satisfactory manner, I will escalate this complaint to other regulatory agencies such as the FCC.I hope Boost Mobile values its customers and will resolve this issue promptly.
Business Response
Date: 12/10/2024
December 5, 2024

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

Re:          BBB Complaint #********
                ************ -2024-11-25551

Dear Mr. ****************** November 19, 2024, we received your complaint, dated November 18, 2024, filed with the Better Business Bureau.

You said that you pay $72.00 monthly for subpar network service. You indicated that customer service has been unable to resolve these issues and promised you a one-time courtesy adjustment, which you have not received. You requested an explanation and for specific actions to be taken to ensure you receive quality service in the future.

Our records confirm that a ticket has been created regarding the technical issues you reported and is currently being worked on by our backoffice team. Our records confirm that a $10.00 courtesy credit was applied to your account today.

My attempts to contact you at ************* on December 3 and 5, 2024, were unsuccessful, but I left a voicemail on each attempt. I also sent an email to you at *********************** with a request to contact me.

We can perform a network switch on your device as a potential resolution. Please feel free to contact me at ************** if you have any questions or concerns.

We strive to provide excellent 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

              ***** *****
Initial Complaint
Date:11/18/2024
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 ordered phone on October 31. On the first I received a phone call, the way the person presented themselves it sounded like spam. They told me my order was canceled. I called back and spoke with someone who told me my order was processed and that my order would be shipped on the 8th. On 11/9 I still did not receive confirmation that my order was shipped so I called and was told the phones I ordered were being restocked. On the 15 I called again and was told that on the 11/3 my order was canceled. I questioned why if it was canceled was I not notified and why was my money more refunded. I was old I needed to put in a ticket in order to have my money refunded. As of today today 11/18. They have refunded 64 dolllers of over a **************************** that I only ordered 1 phone when I ordered 5
Business Response
Date: 12/10/2024
December 4, 2024

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

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

Dear Ms. **************** November 19, 2024, we received your complaint,dated November 18, 2024, filed with the Better Business Bureau.

You said your device order was canceled, but you only received a $64.00 refund out of over $300.00. You requested the remaining amount be refunded.

Postpaid services require a credit check (we run a soft credit check, which does not impact your credit score), subject to approval. You will receive a letter within 30 business days with an explanation for the denial.

Our records show you received a refund of $62.50 on November 16, 2024, and a refund of $246.45 on November 20, 2024.

We apologize for any inconvenience.

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

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 12/10/2024

Complaint: 22572612

I am rejecting this response because:
I just had to speak with them again. Yea my money was refunded but now I am dealing with the fact that I have a bill for over $300. Service was never started with the company. Yet here we are a month and a half later and I have a bill.

Sincerely,

******* *****
Business Response
Date: 12/20/2024
December 20, 2024

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

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

Dear Ms. **************** December 18, 2024, we received your rebuttal, dated December 18, 2024, filed with the Better Business Bureau.

You said that you received your refund, but you are still being charged over $300.00 despite never activating service.

Please note that credits totaling $343.16 were applied to your account today, December 20, 2024, and you no longer owe a balance.

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:11/18/2024
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.
This business had me come in for a mandatory network update which rendered my phone useless. I had ti switch cell phone providers and this has continued to cause me issues even a month after leaving boost mobile for ***** Boost would not provide me a new phone since their mandatory network update broke my phone. They have caused me to lose my previous phone number I've had for 10 years which was attached to my career so I had to update all colleagues and families that I work with. I was left by boost with an inoperable phone and they would do nothing to rectify the situation. I was also charged by boost mobile for a month of service that I did not have service for and they wouldn't refund my money. My bank has issued me a provisional credit of $50.00 but it is not officially waved yet. This all happened around 0ctober 24, 2024.
Business Response
Date: 12/18/2024
December 3, 2024

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

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

Dear Mr. **************** November 25, 2024, we received your complaint,dated November 18, 2024, filed with the Better Business Bureau.

You said that the employees at a local retail store hounded you to upgrade your phone. You were ultimately told a network update was required. Therefore, on or about October 5, 2024, you visited the store and the update was performed, but it rendered your phone inoperable. This caused you to switch to AT&T and you are now financing a new phone. You requested a refund.

You filed this same complaint with the State of *********************************,on November 21, 2024.

When we spoke today, you confirmed that you received the response from the attorney general, and you understand that stores are independently owned and operated. I reiterated that the above-referenced complaint was forwarded to our *********************** Team for an internal review with the stores management.

Sincerely,

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

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

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

Customer Answer
Date: 01/13/2025
I want case #******** to remain open. My statement is the company has done nothing to repair the damages that has cost me money and a lot of time centered around making this right. I expect full reimbursement for the month of october-november that I was billed for. I expect to see some further financial compensation for having to pay for a new phone that boost mobile broke as well. Anything short of this is unacceptable.
Business Response
Date: 01/24/2025
January 23, 2025

Mr. ***** *****
****************
*****, MI 48160

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

Dear **************************** 22, 2025, we received your rebuttal, dated January 22, 2025, filed with the Better Business Bureau.

You rejected our response stating that Boost Mobile has done nothing to repair the damages, or the time and money you have paid since this occurred.

You have filed complaints with the Attorney General and previously with the Better Business Bureau regarding this matter.

In the previously referenced complaints, you said that you were hounded by a local retail store to upgrade your phone or perform a network update and, on or around October 5, 2024, you agreed to perform the update, which rendered your phone inoperable. This caused you to switch to AT&T and purchase a new phone and you now demand compensation for the loss.

As you were informed in our last conversation,on December 3, 2024, retail stores are independently owned and operated, have no other affiliation with Boost Mobile, L.L.C., and we have no control over their policies, procedures or marketing practices, which you said you understood. Therefore, you will need to contact the store in question for further assistance.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:11/18/2024
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 switched from boost mobile to boost infinite a few months ago they had a promotion for better phones. I have had problems with everything so far with them from not being able to use our old numbers to them trying to take money for the **** *** before it is even due they try to take money from the 1st of every month everyday until they get it and I don't understand how I always have paid my bill on time unless I was sick and couldn't make it out that day. Every single month it is something with this company and it is a shame I don't even get to use the phone for 30 days and they are trying to take their money. That is no way to run a business at all. Some people can't pay until the day before or day off not all of us have money flowing out of our pockets. I am beyond mad about the way this company does business. Every month they shut my phones off on different days when I check regularly to see how many days we have left.
Business Response
Date: 12/30/2024
December 19, 2024

****** ** ***************************************************************************************************************************************************** BBB Complaint #********
                ************ - *************

Dear ****** ** *******:

On December 4, 2024, we received your complaint, dated November 18, 2024, filed with the Better Business Bureau.

You said that we continuously try to take payment before the due date and you have not been able to use the new phones you purchased. You requested a billing adjustment.

Our records show that of the past 16 payment attempts, only two have been successful; therefore, the system will continue to attempt to pull a payment to ensure service remains active. Unfortunately, we cannot issue a billing adjustment.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 12/30/2024

Complaint: 22570757

I am rejecting this response because: this is absolutely ridiculous my phone is paid every month on or before the 24th when it says it is due but you regularly try to take it off my card everyday starting on the 2nd of the month then you proceed to turn off my phones days before the actual bill is due so I lose monthly on days that I pay for and that is not fair at all then you charge me a late fee. I am currently looking into changing providers and I have had boost for over 15 years which is an absolute shame I liked this service and never had any issues until you merged with boost infinite now every month my phone is off before it is due and I lose out on days and money monthly and for as much as I pay that is absolutely terrible on your part.

Sincerely,

****** Jo *******
Business Response
Date: 01/17/2025
January 17, 2025

Ms. ****** Jo *********************************************************************************************************************************************** BBB Complaint #********
                ************ - ************

Dear ****************************** 15, 2025, we received your rebuttal, dated January 15, 2025, filed with the Better Business Bureau.

You said that you rejected my previous response because the bill is paid every month, yet we still try to pull it early and then charge a late fee.

Our records show that only two of the previous 16 payment attempts were successful;therefore, there were recurring attempts, and not in advance of your due ******* stated in our terms and conditions:

If your Autopay method fails, you give us the right to retry your payment method.We can do this multiple times until we are able to obtain payment. We may remove you from Autopay at any time and/or remove your payment method that we have on file. You have a 10-day ***** period to pay by updating your method of payment or calling us at 833-50-BOOST *************). If you dont pay even after the ***** ******* including if you disagree with charges we make to your card, we have the right to suspend or terminate your Services until the charges are paid or the dispute is resolved.

Please note: Boost Mobile does not charge late fees on past-due payments.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:11/18/2024
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.
Good morning, I contacted boost customer service multiple times yesterday through chat and by calling. My line is suspended and I was told all I had to do I pay 25$ and my phone would be put back in service, I did this and called to talk to a supervisor named ********* GE3 and he advised my that all the parties I had talked to lied about my bill, then he informed me that I'm stuck on a yearly plan when I never agreed to that, I actually let my year commitment from last year expire so I can return to month to month but I was told that I cannot switch even though I never agreed to another year, and my belief and understanding was that boost doesn't lock you in because there is no contracts. He then told me that my payment won't be refunded, he refused to refer me to anyone else, was very rude and arrogant, and basically mocked me towards the end of the call. I have been with boost for 6 years and have been loyal and this is how I get treated? I want to go back to month to month, for my payment to reactivate my line, or I will cancel my service and I will make sure anyone who can hear me knows how bad boost treats customers, I have copies of all the chats for proof and I even recorded my phone call with the supervisor. Please make this right.****** ****** ************
Business Response
Date: 12/10/2024
December 1, 2024

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

Re:          BBB Complaint #********
                ************ -2024-11-25474

Dear Mr. ***************** November 18, 2024, we received your complaint, dated November 18, 2024, filed with the Better Business Bureau.

You said that you contacted customer care about your line being suspended. You were told to pay $25.00 to restore service, which you then did. You called in again and stated that the agent informed you that you are on an annual plan, even though you expected to return to a month-to-month plan after the yearlong commitment expired. You indicated that the agent told you this was not possible and he refused to refund your $25.00 payment. You also expressed dissatisfaction with the customer service you received.

My attempts to contact you at ************* and ************** on November 22, 2024, and December 1, 2024, were unsuccessful, but I left a voicemail on each attempt. I also sent an email to ************************** with a request for you to contact me.

Our records show a payment of $300.00 was made on September 8, 2023, for the annual service, but your plan was changed to the $25.00 a month 12-Month Unlimited Talk & Text + 12GB Hotspot on November 10, 2023.

Your account is currently suspended due to nonpayment with a balance due of $274.64. You can contact me directly at ************* for further assistance.

We strive to provide excellent customer service and we regret that your experience was unfavorable. 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:11/18/2024
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.
On November 2, 2024 I ordered two phones from Boost Mobile. They charged my bank account $168 gave me an order number and a tracking number. Sent me a link to set up an account through the app when trying to set up the account I can never log on. It gave me a link to get help which I have. Did it then sent me to an email showing they had canceled my order and would be sending me a refund within 72 hours. Its now been almost 3 weeks. I still do not have my $168. Ive called Boost Mobile over ********************************************************************************* to about four different departments then finally to what I assume is their financial department only to have a customer service agent. Tell me the money would be released in the next 24 hours. This is nothing but lies. The money has not been released. The money has not been returned to my account. I was not sent any phones. This is probably the most unprofessional company Ive ever dealt with in my life. Im beginning to think this is nothing but one big scam. These companies are so quick to take your money but want to send you on a wild goose chase just to try and get your money back for some goods and services that they were never intending to provide to begin with. I dont have $168 to lose clearly I went to try to move my service to Boost Mobile because I needed a cheaper option. however Im glad that this didnt work out because I would never want to use such an unprofessional company. Theres not one single competent person in their customer service department. They have no idea what theyre doing, or how to help you. Every time I call them I hang up scratching my head because I cant believe that this is an actual company. Im not sure that it even is dont waste your time and dont waste your money because you wont get anywhere. Theyll steal your money and they wont provide you with any kind of service
Business Response
Date: 12/10/2024
December 4, 2024

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

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

Dear Ms. ***************** November 18, 2024, we received your complaint, dated November 18, 2024, filed with the Better Business Bureau.

You stated that you placed an order online and made a payment of $168.00; however, it was canceled by Boost Mobile before the order was shipped. You contacted customer care many times, but they were unable to refund the order. You requested to receive a refund.

Our records indicate that the original transaction was voided before the funds were transferred to Boost Mobile. As such, a refund is not possible. Please confirm with your financial institution that the original transaction never processed.

We strive to provide excellent customer service and we regret that your experience was unfavorable. 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:11/18/2024
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.
Ive been trying to add a secondary line on Boost Infinite for quite some time now, but Ive encountered numerous issues and frustrating experiences. Ive called multiple times, chatted with representatives, and attempted to place multiple orders, but Ive consistently faced problems.Initially, I placed the order as BYOD, but I was unable to cancel the line because it wasnt activated. I was transferred to various departments and even advised to open a new account. However, I already have an account, so I didnt understand the need to create another one.I tried to activate the line on a device to place a new order and finance it, but I encountered the same errors. The representatives told me that the issue couldnt be resolved over the phone, and they couldnt figure it out either.This situation is completely unacceptable, and I need someone to call me at ************ to resolve this issue. Im tired of dealing with these problems and expect a prompt resolution.
Business Response
Date: 12/10/2024
December 5, 2024

Mr. ****** ******
757 Pickled Pepper Pl.
*********, NV 89011

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

Dear Mr. ***************** November 18, 2024, we received your complaint,dated November 18, 2024, filed with the Better Business Bureau.

You stated that your attempts to add a second line to your account were unsuccessful. You initially added a second line with your own device, but you were unable to cancel it. You indicated that you have made numerous calls into customer care in an attempt to resolve this issue. You requested to be contacted.

When we spoke by phone on November 18, 2024, I advised you that I canceled the second line (ending in 7917) as requested. Although you attempted to submit a new order for the second line with device financing, it was unsuccessful. I told you that I would look into this further and follow up with you later. I contacted you via email on November 19 and 21, 2024, and advised you that we are still looking into the issue. We were eventually able to determine that the order for the second line was not being processed because of the multiple attempts made previously.

In your email, dated November 25, 2024, you said that you opted to cancel your service and you requested to return your phone within the 30-day window. Our records confirm that your service was canceled automatically on November 25, 2024, when your phone number was ported out. A return request was submitted by customer care, and a credit was applied to your account on November 27, 2024, to offset the service charges for the first month.
Once the device is received and inspected, a full refund will be provided.

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

Sincerely,

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

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

                ***** *****
Initial Complaint
Date:11/17/2024
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 ordered a cell phone over a week ago online but it hasn't been processed nor will they offer a refund. I have called multiple times and keep get the run around. They can't explain what happened. They say it should take 3 to 5 days for tracking but as of today it's been about 10 days. If I knew this I would've went with another carrier
Business Response
Date: 12/09/2024
November 22, 2024

Mr.****** *******
************************* A
**********, ** 33853

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

Dear Mr. ****************** November 18, 2024, we received your complaint, dated November 17, 2024, filed with the Better Business Bureau.

You said that you ordered a device from our website, but you have not received any information regarding the shipment.

A review of your account reveals that your device was delayed due to an inventory issue, but has since shipped. Per *** tracking number 1Z52A2590321666866, your device will be delivered on November 26, 2024. We apologize for any inconvenience.

I called you today and left a voicemail with the above information.

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

                ***** *****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Boost Mobile is NOT a BBB Accredited Business.