Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,973 total complaints in the last 3 years.
1,510 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:10/31/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Being lock out of my account and they not knowing why
Business Response
Date: 11/25/2024
November 21, 2024

Mr. ******* ********
******************************************** 3A
********, ** 10031

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

Dear Mr. ******************* November 1, 2024, we received your complaint, dated October 31, 2024, filed with the Better Business Bureau.

You said that you were locked out of your account when using the app and you requested an explanation why.

I attempted to contact you on November 20 and 21, 2024, but I did not receive a response to either message I left.

Our records show that a member of our tech support team attempted to reach you on November 6 and 11, 2024, regarding this issue, but did not receive a *********** addition, our records indicate that on November 11, 2024, the app would be unlocked. If this issue has not been resolved, please contact me at ************** or customer service at ****************.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:10/31/2024
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 Have paid my bill and my phone has been off for 4 days now and Everytime I call boost mobile they hang up on me or don't respond when I try to say I want to port my number out. They won't send me a swim and told me to go into the store to order one I did that and bought one . My phone still isn't on he lied in the store and said he activated my SIM card and he didn't activate it. I'm recently on the phone with them now as I'm typing this and they still keep giving me the run around. They won't cut my phone on . Keep saying my information is incorrect which is a lie.
Business Response
Date: 11/25/2024
November 22, 2024

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

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

Dear Ms. ***************** November 1, 2024, we received your complaint, dated October 31, 2024, filed with the Better Business Bureau.

You stated that you paid your bill, but the service was off for four days. You contacted customer care, but said that you were hung up on and our agents did not respond when you said you wanted to port your number out to another carrier. You also mentioned that our representatives would not send a SIM to your device to reactivate your service. You requested to receive a refund.

Our records indicate that your service was disconnected due to non-payment on October 19, 2024. You made a payment on October 27, 2024, to restore the service.

We strive to provide excellent customer service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns regarding our representatives will be shared internally with the appropriate personnel.

We confirmed that you contacted customer care on October *******, to obtain a new eSIM, as you accidentally deleted the original one. Our agents sent multiple eSIMs to you over the next few days, and they show as active in our system.

On October 31, 2024, you requested to cancel your service and were transferred to our loyalty department, but you failed to speak to an agent. On November 2, 2024, you were transferred to a team member who set up the disconnection of your account. As your account is prepaid, it will disconnect at the end of the current billing cycle on November 27, 2024.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable.

Sincerely,

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

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

                ***** *****
Initial Complaint
Date:10/31/2024
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.
After being on the **** plan with Boost, I decided to upgrade to the Infinite Access for iPhone plan. Shortly after, I decided to switch to ******* in order to bundle my home and internet. I called Boost and the agent advised me that I can return the phone for a refund of the $107 I paid in sales tax and fees, as I was within the 30 day return period. The agent told me they would submit a return ticket and assisted me with returning the phone through ***** purchased a plan with ******* and began the number transfer process. On Sunday 10/27, I received my new ******* iPhone and called Boost to port out and close my account. I provided the necessary information and requested multiple times to be given a port out pin. The agent assured me that it wasnt necessary, then proceeded to close my account and end the call.After activating my phone on *******, my data was not working. Boost had never released my phone number. On 10/29 ******* contacted Boost directly with me on the line, requesting the port out pin that was never provided. We were transferred to the highest level of Boost tech-support where the agent told us that it was impossible to generate a port out pin. I was told my number was gone forever and that it was my fault. The ******* agent attempted to dissent this but the Boost agent hung up.I decided to cut my losses and generate a new ******* number. On 10/30 I received a Boost email informing me I would be charged for another month of service soon. I called Boost immediately. The agents assured I wouldnt be charged but said they had no record of my phone return. The previous agent never submitted my return ticket. I proved through *** tracking that the device had been returned. The agent submitted a ticket for my refund and to ensure I wouldnt be charged monthly for a line that no longer exists.I received an email this morning stating the $107 is being refunded to my card and all future billing issues are corrected. I want to ensure this is true.
Business Response
Date: 11/25/2024
November 20, 2024

Ms. **** *******
*******************
******, ** 80219

Re:          BBB Complaint #********
                ************ -2024-11-24395

Dear Ms. ****************** November 1, 2024, we received your complaint, dated October 31, 2024, filed with the Better Business Bureau.

You said you upgraded to the Boost Infinite Access for iPhone plan, then decided to switch to *******. After returning your phone within the 30-day period, an agent assured you that you would be refunded $107.00. However, when you tried to port your phone number to *******, we failed to provide a port-out PIN, resulting in the loss of your number. Our support team then wrongly claimed your number was gone forever. You returned the phone, but we had no record of it, delaying your refund. After you proved the return through ************, we issued the appropriate refund and billing corrections. You would like confirmation that everything has been properly resolved.

Our records confirm a refund of $107.18 was issued on October 30, 2024, to the payment method on file. A second refund of $33.33 was issued November 19, 2024. Your account is currently closed and no further charges will be applied.

We strive to provide excellent 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:10/30/2024
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.
Was promised free phones. Was a lie. Canceled phones sent them back, they received them, still attempting to collect bill.
Business Response
Date: 11/20/2024
November 15, 2024

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

Re:          BBB Complaint #********
                ************** -2024-10-24277

Dear Mr. ******************* October 31, 2024, we received your complaint, dated October 30, 2024, filed with the Better Business Bureau.

You stated that you returned both of your iPhone 16 phones under the 30-day buyers remorse policy; however, you have not been fully refunded, and your account shows that there is a balance owed. You are requesting that you receive the remaining portion of your refund and for the account balance to be adjusted.

Your account was activated on October *******, under our Infinite Access plan with two iPhone 16 phones. You elected to return the devices and cancel your services. You paid a total of $135.00. One refund was processed on October 24, 2024, for $67.50. Due to a delay in the inventory check-in, the second device did not show as returned until a later date; however, the remaining portion of $67.50 was refunded on November ******. The account balance has also been adjusted and the account is at a $0.00 balance. Both your loans for the devices have also been voided.

We regret that your experience was unfavorable

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

Sincerely,

******* *****
GM - Retention Operations
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******,CO 80210
Initial Complaint
Date:10/30/2024
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 am writing to express my frustration regarding an unresolved issue with my account. On October 19, my service was unexpectedly suspended, and I was informed that my account was falsely accused of requesting a chargeback. As a result, I missed an important meeting while in downtown ***** due to lack of service.When I contacted your representative, I was told that there was a chargeback issue and that they could not confirm if a credit had been deposited back onto my card. I took time off work and spent hours with my bank, only to find out that there was no resolution, and that the delay was on Boosts ****** of today, October 30, 2024, Boost has yet to release the funds I paid. I was informed this could take up to 180 days, which I find unacceptable. As a loyal customer, I am demanding a refund and a credit towards my bill for the next three months.Additionally, during my visit to a Boost store, a representative confirmed that my account shows a credit of over $62, but he was unable to access it. This reinforces my belief that Boost has not released my funds while still expecting payment for services I have already paid for.This is not the first issue Ive encountered with Boost, including several overcharges when I paid off my iPhone. I have attempted to resolve these matters through support, but I have made little progress.I appreciate your prompt attention to this matter and look forward to a resolution.
Business Response
Date: 11/20/2024
November 13, 2024

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

Re:          BBB Complaint #********
                ************ -2024-10-24283

Dear Ms. ****************** October 31, 2024, we received your complaint, dated October 30, 2024, filed with the Better Business Bureau.

You expressed concern with your service being suspended due to chargebacks, as you maintain that you did not dispute any payments. You also stated that Boost Mobile did not release the funds back to your bank and you were told that it could take up to 180 days. You are requesting a refund and an account credit for three months of service.

Our records show that you disputed two payments of $32.55,and the funds were returned to the credit/debit card used to make the payments.The balance will remain on your Boost Mobile account as it is considered ******** a chargeback is not a credit, a credit is not being sent to your bank. The funds were simply reversed from when the charge took place. Our records show you have since made a payment to satisfy the charge back.

Your request for a refund and account credit is declined.

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: 11/26/2024

Complaint: 22495428

I am rejecting this response because: per by bank statements at credit has still not been deposited as you can see in my statement. The bank manager and credit card representative can confirm this. Boost moblie has never credited my account nor did I file a dispute which can be confirmed by the bank.

Sincerely,

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

Customer Answer
Date: 12/12/2024
Thank you for your time and diligent research. I tried attaching these documents on the first email as well. If you look at my credits and payments on each statement if BOOST would have credited my account, it would have been shown in that area. Unfortunately, they never did, and those payments are all from me. The bank manager and customer service agents are willing to hop on call to clarify this information.
Business Response
Date: 01/15/2025
January 8, 2025

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

Re:          BBB Complaint #********
                ************ -2024-12-27840

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

You expressed concern with your service being suspended due to chargebacks, as you maintain that you did not dispute any payments. You also stated that we did not release the funds back to your bank yet and you were told it could take up to 180 ******** also stated the retail store informed you of a credit you had for $********* requested a refund and an account credit for three months of service.

Our records show that you disputed two payments of $32.55 and the funds were returned to the credit/debit card used to make these payments. The balance will remain on your account,as it is valid. Please note, disputing a charge will cause your service to be suspended. As a chargeback is not a credit, a credit is not being sent to your bank. The funds were simply reversed from when the charge took place. We show that you have since made a payment to satisfy the chargeback and your service was reinstated.

There is no record of a $62.00 credit on your account. Your requests for additional refunds/credits are denied.

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: 01/16/2025

Complaint: 22495428

I am rejecting this response because: I need a further explanation. Are you saying that due to someone requesting a chargeback because my credit card company can vouch that was not done on my end the charges were reversed before ever going through. Therefore, a credit should be on my boost mobile account or during the transaction due to some "chargeback" being indicated the money never went through even though on my credit card statement it was seen as an actually charge during that time.

Sincerely,

******** *******
Initial Complaint
Date:10/30/2024
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.
After paying for service with their money back guarantee they will not give money back Im a disabled veteran stuck in a wheelchair and its only 12 dollars and change but that is a meal for me
Business Response
Date: 11/25/2024
November 22, 2024

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

Re:          BBB Complaint #********
                ************** -2024-10-24281

Dear Mr. ******************** October 31, 2024, we received your complaint, dated October 30, 2024, filed with the Better Business Bureau.

You said that you paid for service under the 30-day money-back guarantee. You canceled and we refused to issue a refund.

When we spoke on November 22, 2024, I explained that one of the requirements for the 30-day money-back guarantee is to port a phone number in from your previous provider; as the account was set up with a new phone number, you do not qualify for a refund.

You confirmed you do not need to port out the phone number assigned to your account. As an exception, I issued a $12.63 refund; please allow seven to ten business days for processing.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:10/30/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a product and never used the service. When I called the store to ask about their refund policy less than a week later I was informed that they do not issue refunds. There is no sign posted saying that refunds are not provided. I was informed if a technician could not install the router then they could issue the refund. However I no longer need the product. I explained that this was a work purchase for a client prior to purchasing the item and was not for my own personal use. The company did not provide me an itemized receipt when I asked for one, my credit card was already charged and I was informed they do not have an itemized receipt on the credit card receipt. Therefore I can not submit the charge to my employer. The router box is still new in the box and the service has never been used.
Business Response
Date: 11/12/2024

November 12, 2024

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

Re: Your File Number: 22488530

To Whom It May Concern:

T-Mobile ***, **** (T-Mobile) is in receipt of your correspondence dated October 29, 2024, regarding the account referenced in the above-mentioned file number. Please be advised that we have made attempts to contact our customer, which have proven unsuccessful. As such, we will attempt to address their concerns within this letter.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to a router and a refund request.

Upon review, T-Mobile has confirmed our customer has an active ************************ account; however, this complaint is related to their account as a ******************** customer. We respectfully request you forward this correspondence to Boost Mobile for further investigation and response. Should our customer have any questions related to their T-Mobile account, we recommend they contact our office with the information provided below.

Furthermore, we provided them our contact information should they have any additional questions regarding this matter.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

T-MOBILE *********

******* *******
Executive Response

Customer Answer
Date: 11/12/2024

Complaint: 22488530

I am rejecting this response because: the matter is regarding a purchase through Boost Mobile and I will await a response from the company. This incident did not involve my personal account with ************************ and involved a business transaction at the Boost Mobile Store on 10/24/24.

Sincerely,

******** ****
Business Response
Date: 11/25/2024
November 23, 2024

Ms. ******** ****
**********************
************, ** 19120

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

Dear Ms. *************** November 20, 2024, we received your complaint, dated October 29, 2024, filed with the Better Business Bureau.

You said that you purchased a router from a Boost Mobile store and less than a week later; you contacted them and requested a refund. You expressed concern regarding your refund request being denied and you said that your request for an itemized receipt was also denied. You indicated that you need the receipt to be reimbursed by your employer.

When we spoke by phone today, I explained that Boost Mobile stores are independent and set their own policies and procedures. However, I advised you that I would forward your concerns to the appropriate team for further review. I agreed to follow up with you once I received a reply.

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: 11/25/2024

Complaint: 22488530

I am rejecting this response because: I am awaiting the follow-up with the distributor. Thank you for your attention to this matter.

Sincerely,

******** ****
Business Response
Date: 12/11/2024
December 10, 2024

Ms. ******** ****
**********************
************, ** 19120

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

Dear Ms. *************** December 6, 2024, we received your rebuttal, dated December ******, filed with the Better Business Bureau.

You said you are awaiting a response from our investigation.

We received a response from the dealer. They advised us that you paid $99.00 for the *************** and there was no charge for the router. They indicated that Xfinitys system does not generate an itemized receipt. They also stated that if you are experiencing technical issues with the router they can assist you with that, but any payment issues need to be brought up with Xfinity directly, as they received the funds.

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:10/30/2024
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.
The phone company has tied me in to a 12 month contact that I didnt sign! Not allowing me to take my phone to a different provider! They have lied about the services they provide as far as internet! The company has my phone crossed with other lines exposing critical personal informantion and will not correct the issue! ******** services are horrible and have not corrected the issue in months! The company is going against *** federal regulations of phone service and the unlocking of a fully paid for device!
Business Response
Date: 11/20/2024
November 15, 2024

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

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

Dear Ms. ****************** October 31, 2024, we received your complaint, dated October 30, 2024, filed with the Better Business Bureau.

You maintain that Boost Mobile placed you in a 12-month contract, and you disputed not being able to take your device to another provider. You also expressed concern with the customer service you received.

My attempts to contact you on November 13 and *******, at ************** were unsuccessful, but I left a message each time. I also sent an email to *********************** with a request that you contact me.

The unlock policy, which is also available online,states that your device must be active with Boost Mobile for 12 consecutive months before we can unlock it. Because your device has not been active with Boost Mobile for the required timeframe, we cannot unlock it. We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it.

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:10/29/2024
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.
Boost mobiles Terms and Conditions, Return Policy, as well as the site says 30 day no risk. I switched my boost phone number over to a newer phone. I hate the phone. It's smaller and the features weren't enough to keep the upgrade. They are telling me that while I can return the phone I can't switch my number to my 13 Max *** which leaves me with 1.) no usable phone, or 2.) having to keep the phone I have 3.) spend more money to get a different phone, or 4.) get a new phone number. Boost should have made it clear that I was not going to be able to switch back to my old phone and the 30 day no risk is not going to apply. When I expressed my frustration to the supervisor he basically hung up on me saying the call was no longer professional (I did not cuss) and that since I refuse to understand what he is explaining that he will have to disconnect. (**** call was 10/29/24 at 9:16pm ET pull the call and he refused to give me his Employee ID# or any identifying information) I shouldn't have to be stuck with a phone that I was told I could return. At this point my old phone is useless because of what ever Dish network service Boost is on now and I should be comped since I no longer want this phone but now am stuck with it. I shouldn't have to pay for a phone thats now stuck in limbo. I want to have my old phone back, comp the current phone that I can't return because as far as I'm concerned they have broken my old phone or made it so its out of commission. I just had my phone with the service yesterday and now everything is all messed up. I was also told that the only way to make a complaint it through the supervisor which is basically just a note on my account that no one will call to follow up on (per the 2nd ************
Business Response
Date: 11/20/2024
November 15, 2024

Ms. ****** *********
509 Washington Gdns.
**********, ** 07882

Re:          BBB Complaint #********
                ************** -2024-10-24203

Dear Ms. ******************** October 30, 2024, we received your complaint, dated October 29, 2024, filed with the Better Business Bureau.

You said that you attempted to switch your phone number to your iPhone 13, which you disputed. You said you are unable to use your iPhone 13 due to something Boost Mobile did to it. You also expressed frustration with the customer service you received, as you maintain that the supervisor you spoke with hung up on you. You requested a billing adjustment.

Our records show that you were on the DISH Wireless network and the iPhone 13 is not compatible with that network, which is why it could not be activated on your account. Additionally, there is no record of an iPhone 13 ever being active on your account.

You have since returned the iPhone 16 and a refund of $67.49 was issued on November 7, 2024. Your request for a billing adjustment is declined, as your account is not active.

The calls on your account were reviewed and the agent that you spoke with attempted to inform you the iPhone 13 is not compatible with DISH Wireless, but you refused to listen.

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: 11/21/2024

Complaint: 22490441

I am rejecting this response because:

My Iphone was attached to another Boost mobile account/email. My ******** was eligible to be used with Boost. During this trial period your ***resentatives should've made me aware that this will require me to be switched onto the Dish Network, as I'm not an employee that would be aware of this. The *** should've advised me that moving my number to the new phone would potentially make my iphone 13 ineligible to switch back to if I wanted to exercise the 30-Day Money-Back Guarantee. Not tell me, yes you can return the phone but now you don't have a phone to return to. Not only that, they didn't return the credit I had on the other account.
It also would've been helpful to know that I was on a "grandfathered plan" that I just switched to in March and that the plan no longer includes hot spot.
I've since switched to another carrier so I could keep my phone. Your team is unknowledgable and your management was beyond rude. Your company is even still requesting a payment when this is now closed and I've already closed this account.
Sincerely,

****** *********
Business Response
Date: 12/05/2024
December 4, 2024

Ms. ****** *********
********************
**********, ** 07882

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

Dear Ms. ******************** December 3, 2024, we received your rebuttal, dated December 3, 2024, filed with the Better Business Bureau.

You rejected our response because your iPhone 13 was attached to another network. You said customer care should have made you aware you were to be on the DISH Wireless Network and not able to return it. You also stated we requested a payment from you and you had not received the credit from your previous account. In addition, you maintain that customer care was rude to you.

Your iPhone 13 was previously activated on the T-Mobile Network. Boost Mobile customer care has no control over what network you will be attached to, and the DISH Wireless Network is dependent on location. We still honored the 30-day money-back guarantee, regardless.

There is no credit on either of your accounts and the $1.03 balance was waived today.

As I informed you before, customer care attempted to assist you. They informed you that your iPhone 13 was not compatible with the DISH Wireless Network, but you refused to listen to them.

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:10/29/2024
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.
Ordered boost mobile bring my own device and transfer number for $25.00 a month. Paid in advance. Have had the number transfers to there system for two weeks now and have been unable to activate because they are trying to send a text message to my device that has not been activated yet. Make that make sense????? They sent me a new sim card that was supposed activate with my Transferred number. After going through a ridiculous account verification process that they require you to call a number and give them last 4 digits of your ssn then verbally ask verification questions to verify my account since hey guess what phone number was not activated because I could not receive a text. So transferred back to activation. They tried to activate but guess what. Boost mobile sent me an expired SIM card so it did not work. The activation person said they would ship me out another card. I said ok well I dont want to go through the activation process again because no need to give a pre paid phone carrier my ssn. She said dont worry *** it will be notated on your account so you wont have to. At this point getting very annoyed cannot use phone for over two weeks waiting on them to pull head out of ****. Received new card last nite. Tried to activate guess what?? She said I must call the Verification number to be verified. Im like what?????? They told me I didnt have to and to check the notes. She said it was not noted. At this point just over the idiots. I want to cancel and get a refund since I have 30 days for a refund. Just going to go somewhere else. Well guess what. Now I have to get re-verified again in order to cancel my account and get a refund. Not everyone has time to just sit on the phone all **** day. Boost you need to figure out another way. Like send an email to the verified email address on file. Or keep correct notes. Maybe even make the verification web based so no third party needs to be involved. Because can steal my information.
Business Response
Date: 11/19/2024
October 31, 2024

Mr.***** *******
92-6060 Puapake St.
*******,HI 96707

Re:          BBB Complaint #********
91713489905071 - *************

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

On October 29, 2024, we received your complaint, dated October 29, 2024, filed with the Better Business Bureau.

You said that your attempts to activate an account have been unsuccessful. You indicated that you were sent an expired SIM card and when you received the replacement, you were dissatisfied with the account variation process and requested for your account to be closed. You requested a refund.

A review of your account reflects that it is closed and ineligible to be reactivated. Our policy states that all payments made are final and nonrefundable.

We regret that your experience was unfavorable.

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

Sincerely,

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

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

                ***** *****
Customer Answer
Date: 11/19/2024

Complaint: 22488874

I am rejecting this response because:

in this particular case you failed to activate a phone that I paid in advance for, because of the incompetence of your shipping department that has sent and expired SIM card. Due to this the phone line was not able to be activated and therefore should have not been charged for a failed activation on your mistake. A refund should be issued immediately because the phone not line could not be activated due to your incompetence.

Sincerely,

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

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