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:11/17/2024
Type:Customer Service 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've been a customer of ******************** since 2022. Never missed a payment or even been late. Today at 10:16 I got a message that my credit card was billed successfully for the next month. Four hours later they shut off my service. I can't get through to tech support because (1) I can't receive their text message to verify my ID... duh, yes because they shut off my service! And their only back up is to answer 5 questions and one of them was about someone who I have no relation to what state does she live in. Because I could not answer this inane question, I'm just out of luck. My phone's off despite paying for it. I went into a Boost Store and was told it's an internal glitch at Boost and another person had the same issue two days ago. I've called multiple times, escalated it, tried their chat, went to a Boost Store... all to no avail. They could solve it by turning my service back on for 2 minutes, resend their verification text, and we'd be working. But no, that's not part of their insane script.Business Response
Date: 12/09/2024
November 19, 2024
Mr. ***** ****
************************************************
Re: BBB Complaint #********
745663910484 -2024-11-25477
Dear Mr. *************** November 18, 2024, we received your complaint, dated November *******, filed with the Better Business Bureau.
You said that you paid your bill, but your service was interrupted. You indicated that although you tried to call in, you were unable to pass the account verification. You requested that your service be restored.
A review of your account reveals that we received your payment on November 17, 2024, and we did not find that there was a service interruption.Our records reflect that your account is active and that the service is being used.
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:11/17/2024
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.
These people are scammers. They say its easy to cancel but thats a lie. The customer service people lie all the time and do unauthorized things on my account. I tell them to cancel my account it is still not cancelled. I tell them to remove my card they say they did I check the app and its still there they lie and do unauthorized things on you accountBusiness Response
Date: 12/10/2024
November 23, 2024
Ms. B. S.
NY 10003
Re: BBB Complaint #********
*************
Dear Ms. ************ November 18, 2024, we received your complaint,dated November 17, 2024, filed with the Better Business Bureau.
You stated your service was not canceled, as requested,and you were frustrated with how difficult it was to cancel individual ********* also requested your credit/debit card be removed from the account, but it was not. You would like someone to contact you.
When we spoke, I informed you that you have prepaid service and therefore, your account will be canceled a month after the current billing cycle. Per your request, I canceled the lines ending in 8913 and 8270. I also informed you the payment method saved to your account cannot be removed entirely, but it can be replaced. However, autopay has been disabled to avoid the possibility of future payments.
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:11/17/2024
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.
My husband and I have been a customer with ******************** for ** years. We are in need of an upgrade for our phones since they do not work properly. When we login to our account it asks if we would like to upgrade our phones. The phone we are interested in is listed at $9.99 plus taxes. We've tried for 6 months to purchase the phone by adding it to our cart, adding our credit card information, and then clicking "confirm and pay". Every time it gives us an error and tells us to try again later. We've talked with over 10 customer service **** and none of them know why we are not able to purchase the phones.Business Response
Date: 12/09/2024
December 4, 2024
Ms.******** *********
***********************************************************************************************************;
Re: BBB Complaint #********
471993555040 - *************
Dear Ms. ******************** November 18, 2024, we received your complaint, dated November 17, 2024, filed with the Better Business Bureau.
You said that you have been trying to order two new 2024 Moto G 5G devices, but keep receiving an error when trying to process the order. You indicated that customer care has not been able to resolve this issue.
A review of your account reveals that you activated two 2024 Moto G 5G devices on November 29, 2024. We regret any delay you may have experienced.
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:11/17/2024
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 have a cellular company called Boost mobile that has serviced my account for 10+ years. Recently, in the last year weve had upgrades on my account for two different lines. Boost mobile and Boost mobile retailers have misrepresented the ******************** on the account. When upgrading a phone on one line, the Boost mobile retailer said that *********** applied to all the phones in the account and the second line that had a phone upgrade, the Boost mobile representative said that the first month was free, but it was charged on my account. Also, I have asked to cancel the service and it still was billed. I was told by Boost mobile that the money will be refunded to the method of payment in my account , which never happened. In total on my account, Ive been charged $83.23 in AppleCare that I want refunded immediately. Based on the fact that Boost mobile and their affiliated retailers have misrepresented the service and the service was not usedBusiness Response
Date: 12/09/2024
December 4, 2024
Ms. ******* *******
NJ 08611
Re: BBB Complaint #********
************ -2024-11-25465
Dear Ms. ****************** November 18, 2024, we received your complaint, dated November 17, 2024, filed with the Better Business Bureau.
You stated the Boost Mobile retail store told you Boost Protect with ********** would apply to all devices on your account and you were supposed to receive the first month for free. You requested to cancel Boost Protect, but said you are still being billed for ****** also stated to have been offered a refund of $83.23, but had not received it.
We appreciate you for bringing this to our attention. I forwarded this to our retail team for internal investigation. Please note, Boost Protect with ********** only covers one line each.
Our records show you are no longer being billed for Boost Protect and it has been removed from your account. As a courtesy, I applied a one-time credit of $12.00 to your account to cover one month of Boost Protect.
Your calls were reviewed and there was no offer for a refund of $83.23, so your request for a refund is declined.
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
Complaint: 22567964
I am rejecting this response because I was charged $83.23 in AppleCare protection that was misrepresented and deceptively sold by Boost Mobile, their retailers and affiliates on two separate lines ending in 5379 and 9941. The refund of $12 is not a courtesy, its the right thing to do because Boost was deceptive. If I dont receive the full refund of $83.23, I am forwarding my complaint to the ***************************** Protection. I have made several complaints to Boost Mobile customer service.
Sincerely,
******* *******Initial Complaint
Date:11/17/2024
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.
On 7/20/24, I started service with Boost Mobile and my experience and service provided by the carrier has been horrible. I am unable to receive service in my home or anywhere. My calls drop, I constantly receive notifications that I do not have mobile cellular and can only make 911 calls, and I have tried multiple times to resolve this with Boost; however, there has been no resolution to my issues. Constant troubleshooting but never a fix. I contacted Boost again today to get my issues resolved since the last *** they proposed was mailing me a new sim card when my iphone 15 Pro Max does not take physical sim cards as it has an esim. So this is unacceptable.Also, when I first reported this back in July and August, they informed me that the issue was temporary and was due to known system problems internally and an account migration process. I was told it would fix itself in a few weeks. Now that it was after the 30 day return period, I am still having issues and Boost has not resolved my ************ the tried yet again and could not fix the issues but transferred me to the **************************** This department has now told me that I am stuck. There is nothing they can do but give me $10 off my bill for 3 months. My issue is, I do not have service and barely receive calls nor text messages. I can never get a supervisor or escalated help yet I am expected to continue paying for poor service. I have inquired yet again about returning the device and cancelling service because I dont even have 1 bar in my own home, rarely can make or receive calls or texts, can barely access the internet and have medical challenges that require me to have reliable working services. This is what I signed up for and do not get. I would like for Boost Mobile to resolve this issue because I am not a happy customer at all and it is unfair that they expect payment for services not rendered.Business Response
Date: 12/11/2024
December 11, 2024
Ms. ****** ******
*******************************
*******, MD 20602
Re: BBB Complaint #********
************** -2024-11-25463
Dear Ms. ***************** November 18, 2024, we received your complaint, dated November 17, 2024, filed with the Better Business Bureau.
You said you cannot receive service in your home and your calls constantly drop. You often receive notifications that you have no mobile service, only 911 access. You were mailed a new SIM card,but it does not work with your iPhone 15 Pro Max, which uses an eSIM. You indicated that we initially claimed the problem was temporary due to internal system issues, but even after the 30-day return period the service has not improved. You requested these technical problems be addressed and resolved.
Our records confirm that a ticket was created with our Advanced Technical Support Team to investigate.
When we spoke on the phone on December 3 and 11, 2024, I informed you that a potential resolution would be to perform a network switch on your device. You said that you would work with customer care to complete the switch and contact me should you encounter any issues with the process.
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
***** *****Customer Answer
Date: 02/20/2025
Response to BBB Complaint - [Case# 22567866]
To whom it may concern ,
I am writing in response to the complaint filed against Boost Mobile regarding the service I received. I appreciate the opportunity to address this matter.
Unfortunately, my experience with Boost Mobile has not met my expectations due to internet not connecting , call drops, people not being able to hear me, apps not working due to poor connection. Despite my attempts to resolve these issues Ive called spoke customer service, customer support, and Ive been in a store to get the face to face customer service. Ive been in contact with Boost Mobile multiple times to resolve this matter. As Ive mention above heres the dates as follows (10/25/24, 10/28/24, 10/29/24, 11/05/24, 1/07/25, 2/3/25, 2/18/25. I pay my bill on time every month, the least Boost Moblie couldve done was just listen to me and fix the issues. Honestly at this point I rather just be released of my contract take my number to another company. I not receive satisfactory assistance.
I believe that effective customer service is vital for maintaining a positive relationship with customers. I hope that ******************** can take this feedback constructively to improve their services.
Thank you for your attention to this matter. I look forward to a resolution.
Sincerely,
****** Foster
************
Business Response
Date: 02/27/2025
February 27, 2025
Ms. ****** ******
*******************************
*******, MD 20602
Re: BBB Complaint #********
************** -************
Dear Ms. ***************** February 26, 2025, we received your rebuttal,dated February 26, 2025, filed with the Better Business Bureau.
You rejected our response stating that due to several issues that have yet to be resolved, you requested to be released from your contract to take your phone number and device to another carrier.
When we spoke on the phone today, I explained that you may take your device to another carrier once the loan payment is paid in full. You told me that you were not looking to make that payment at this time, and we agreed to swap your network, as a potential resolution for the technical issues you mentioned. Please reach out to me should you encounter any errors/issues during this process.
We regret any inconvenience this may have caused.
Sincerely,
********* ********-***
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**************************
******,CO 80210
***** *****Customer Answer
Date: 02/28/2025
Complaint: 22567866
I am rejecting this response because: I dont have services and it been out send yesterday at 230 pm and it is still not working
Sincerely,
****** ******Business Response
Date: 03/26/2025
March 20, 2025
Ms. ****** ******
*******************************
*******, MD 20602
Re: BBB Complaint #********
************** - ************
Dear Ms. ***************** March 19, 2025, we received your second rebuttal,dated March 19, 2025, filed with the Better Business Bureau.
You said you still do not have service.
When we spoke on the phone today, I informed you that due to the consistent nature of your issue and in the interest of customer satisfaction, I would make an exception to allow you to return your device.Once we can confirm that it has been received in acceptable condition, I will provide you with a port-out PIN; this way you can change to a carrier that may better suit your needs. You agreed with this resolution.
We regret 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:11/16/2024
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.
Saturday, Nov 16 2024 at 2:04pm PST, I called Boost Mobile and the call lasted 44 min regarding a cancelled iPhone order that I had placed through ****** website. I contacted ***** first, and was informed that the order had been cancelled and I needed to reach out to Boost Mobile to confirm whether my new contract was still active, as I had intended to finance the iPhone through them & set up a new line of service. I contacted Boost Mobile at ************** and was transferred to a sales ***resentative (I do believe the call was recorded on their end), I explained to the *** that I was waiting for my refund from ***** before I could place another order with Boost Mobile over the phone. The *** suggested that we could re-start the process over the phone to see if their system would ask for any new payments. I was asked to provide personal information, including my SSN drivers license number and expiration date, my mailing & billing ***************** address. The ***resentative explained this information was required for a soft credit check, which I understood to be similar to what their website would ask for, so I provided the details over the phone. Once I provided all of the requested information, the ***resentative informed me that the system was asking for a payment of $65 for the phone line & approximately $95 for the sales tax on the iPhone. I explained that I would prefer to wait for the refund from ***** before proceeding with the purchase. the ***resentative became increasingly pushy and suggested I "borrow money from friends or family" to continue with the transaction. I declined, ***eatedly explaining that I needed to wait for the refund from ***** before I could afford to move forward with the order. The sales ***resentative then became unprofessional and told me to "stop being a smartass." (or something along that line) I felt uncomfortable and concerned about sharing my personal information after he made those comments & now im worried about my infoBusiness Response
Date: 12/09/2024
November 22, 2024
Ms. Alirayane ******
********************************************************************************************;
Re: BBB Complaint #********
29859473233250 -2024-11-25461
Dear Ms. ***************** November 18, 2024, we received your complaint, dated November 16, 2024, filed with the Better Business Bureau.
You said that you contacted customer care to confirm the order you placed with ***** was canceled on our end. You expressed concern with the customer service you received and your information being provided publicly.
When we spoke by phone today, I confirmed your order was canceled on our end through *****. Additionally, I assured you that your information was provided to a Boost Mobile representativenot a third party.
We appreciate that you brought your customer service concerns to our attention for internal review.
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:11/16/2024
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.
On October 15th 2024 my husband went to our local Boost Mobile store (*************************************************************) and paid $85 cash on my cell phone bill *************) when he came home he told me,my bill was $84 so he paid it, when in actuality my bill is only $54 a month.We called the store immediately explaining that yet again they pulled up the wrong account and he actually paid for someone else's phone bill. We talked to someone at the store explained that we have been having issues for months when calling in payments and the wrong account being paid. So while on hold with the store the employee called the corporate office to fix the issue. We were on a three way call and the corporate office said they would credit my account $25 for my November bill. I went to the Boost Mobile store this morning and tried to pay the remaining $29 balance on my account. And I was informed that I owed $54 and that there was never a credit to my account. We called and spoke to someone at customer service, who told us that there was nothing noted in the account about a credit or that I paid $85 instead of the $54 and that there was no recordings for the October Incident, even though when you call boost Mobile customer service line it states first thing that ALL calls are recorded. We were then told we did not get the credit to my account because they refunded my card. I told him we paid cash, he said the system showed I used a boost Mobile card, which is a lie. Then it took all day to figure something out and finally was credited and **** paid. I can not continue dealing with my payments being screwed up each month with a different account. I am currently dealing with severe medical issues so I need my phone working to be in contact with the hospital and I am on an extremely fixed income so I can not afford this constant s**** up with my billing every single month. I want something done and to be compensated for the multiple months of "mistakes" with my accountBusiness Response
Date: 12/09/2024
December 5, 2024
Ms. ***** *******
*********************************************************************;
Re: BBB Complaint #********
************ - *************
Dear Ms. ****************** November 18, 2024, we received your complaint,dated November 16, 2024, filed with the Better Business Bureau.
You said that your husband made an $85.00 payment at a retail store, but it was applied to the incorrect account. You were also offered a $25.00 credit by customer care, but it was never applied to your account. You requested to be compensated for multiple months, two new lines for $120.00 per month, and three new phones.
We appreciate you bringing this to our attention. I forwarded this information to our retail team for internal investigation. As a courtesy, a one-time credit of $85.00 was applied to your account on November 22, 2024.
If you do not wish to make a payment at a Boost Mobile retail store, you may pay your bill on the Boost Mobile website, the Boost Mobile app or through customer care at **************.
There is no record of customer care offering you a $25.00 credit.
Your request for compensation for your service is denied.
You may add a line at any time and view available plans online; I cannot guarantee your bill will be less than $120.00 per month.
Your request for three new phones is denied. You may view available phones online,and you can activate the device on your own or through customer care to bypass the activation fee.
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:11/15/2024
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.
Today November 15 2024 I went to pay for a terminated line Unaware that it's not supposed to be paid for since it's terminated boost mobile still allowed me to pay for said line then told me I had to call customer service which i did. So they sent me through 1 dude whos from ******* then some girl from a different country who asked for me to verify the account. Gave her my last 4 digits of my social name and address on file. Without any effort she told me I had to somehow go to a boost mobile store. Which isn't convenient where I live at in ******* and im also sick. So basically I got robbed blinded.Business Response
Date: 12/09/2024
November 23, 2024
Mr. ****** ******
AL 35811
Re: BBB Complaint #********
************ -2024-11-25456
Dear Mr. ***************** November 18, 2024, we received your complaint, dated November 15, 2024, filed with the Better Business Bureau.
You said you made a payment on a terminated line, as you were unaware you did not need to. You stated that customer care advised you to go to a store, but there are none convenient to your location. You requested a refund.
A refund of $45.42 was initiated to the card ending in 5674; 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:11/15/2024
Type:Delivery 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.
Placed a new on line order with Boostmobile on November 12, 2024, order # ****-403231-9729 with a delivery date due of November 15, 2024.Upon not receiving my new cell phone on November 15th as promised I contacted their "customer service" to inquiry about my order. Their *** just kept ***eating I have to wait 72 hours before I can get an update regarding my order, and shipping information.I advised the *** several several times 72 hours had expired / passed since I placed the order and the phone was stated to be delivered on November 15, 2024 when I placed the order so what's going on?We never got passed the *** saying 72 hours, so I asked him to cancel the order and issue a refund since the phone clearly had no shipped and he refused trying to force me to except the phone so they could charge a return fee.. This is clearly a scam I had to file a police ***ort and chargeback with my credit card company to resolve this scamBusiness Response
Date: 12/11/2024
November 21, 2024
Mr.****** *******
******************************************
*********,FL 34744
Re: BBB Complaint #********
79988258829307 - *************
Dear Mr. ****************** November 18, 2024, we received your complaint, dated November 15, 2024, filed with the Better Business Bureau.
You said that you placed an order for a device on November 12, 2024, and expected delivery by the 15th. When the device did not arrive by that date, you contacted customer care. You did not receive an explanation for the delay, so you requested to cancel the order. You were advised that it cannot, but you could return it and pay a restocking fee.
When we spoke by phone today, I advised you that your order was delayed due to an inventory issue. It has now been shipped and is scheduled for delivery today.
I apologized for the level of customer service that you received, but I clarified that we do not have the ability to cancel your order. However, I informed you that your order qualifies for a refund under our 30-day money-back guarantee. If you decide to return the device for a full refund, please contact me first at **************., so I can forward you a shipping label.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******, CO 80210
***** *****Initial Complaint
Date:11/15/2024
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.
I ran out of mobile data and purchased an additional 2GB for $5 at 9pm on Nov 14 2024 which I have done many times. Except this time they took my money but the data pack was never added. Normally this takes minutes. When I logged into my online account it showed the data pack was purchased and they obviously took my money and said the data pack was "active". But my phone had no data and even showed a message "contact your mobile data carrier". I called customer service and was on the phone for 40 full minutes. The idiot on the other line kept repeating the same thing over and over again - that my next data cycle was Nov 27th, a full 14 days later. It took me forever to get them to understand that I had purchased a 2GB data pack because I needed more data. They then insisted that the data pack would take 14 days to become active, which of course was nonsense. I complained and explained again the situation and they put me on hold forever and told they had issued a ticket and I would have to wait up to 5 full days for a response. I told them this was unacceptable as my son needed data for school. They transferred me to tech support who put me on hold for 20 full mins until they simply hung up on me saying they were closed and to try again tomorrow. I want my money back or my data turned on after they already took my money. Their customer service is slow and horrendous and they purposely act stupid to avoid solving any problems whatsoever.Business Response
Date: 12/09/2024
November 26, 2024
Mr. ***** ****
**********************
***************************;
Re: BBB Complaint #********
************ -2024-11-25377
Dear Mr. *************** November 15, 2024, we received your complaint, dated November 15, 2024, filed with the Better Business Bureau.
You said that on November 14, 2024, you purchased a data pack for $5.00, but you never received the additional ******** called into customer care and you were told the data pack would take 14 days to become active. You indicate that you have never experienced such a delay before. The agent said they would create a ticket and you would be contacted within five days. You found this unacceptable. You requested either the data be issued immediately or the data pack refunded.
My attempt to contact you at ************* on November 26, 2024, was unsuccessful, but I left a voicemail. I also sent an email to you at **************** with a request to contact me.
Our records confirm that a ticket was created and addressed by our Advanced Technical Support Team. A transfer PIN was created for a line on your account and the respective phone number ported out on November 16, 2024.
I applied a one-time $5.00 credit to your account due to the data issues you mentioned.
We apologize for any inconvenience this may have caused.
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,
***** ****
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