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
- 4,973 total complaints in the last 3 years.
- 1,510 complaints closed in the last 12 months.
If you've experienced an issue
Submit a 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:10/29/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I need to speak to someone in corporate! You advertise 25$ a month and will not give it to my roommate we see it advertised everywhere! He is 87 I am his power of attorney! Plus everything in the store is in Spanish and employee did not tell me about getting the 25$ for both of us for bring him in there! On the phone they said well there is signs in there they are all in Spanish! I mean we see advertised EVERYWHERE FOR 25$ A MONTH DOESNT SAY NEW CUSTOMERS CANT HAVEE IT SO IM VERY VERY UPSET!Business Response
Date: 11/21/2024
November 21, 2024
Ms. ******** ******
****************
***********, ** 37407
Re: BBB Complaint #********
************ -2024-10-24169
Dear Ms. ***************** October 29, 2024, we received your complaint, dated October 29, 2024, filed with the Better Business Bureau.
You said Boost Mobile advertises a $25.00 a month plan, but we will not give that rate to your roommate. When you helped your roommate sign up for service in the store, the $25.00 plan was not mentioned or offered.
My attempts to contact you at ************** on November 20 and 21, 2024, were unsuccessful, but I left a voice message with my contact information. I also sent an email to ***************************** with a request to contact me.
Some promotional offers require a customer to subscribe to a certain service level and that may be why the $25.00 Unlimited plan was not offered. I will need to speak with you or the account holder to see what happened and what we can do. Please contact me at ************** or ********************************************.
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:10/29/2024
Type:Product 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 was with boost mobile cellphone company and I set up automatic payments but I could not longer continue with the cellphone company because all 4 of the cellphones on my account are not longer working and I cannot avoid replacement phones so I asked the company to refund my money that was debited from account on 10/28/2024. I no longer have any active cellphones on the account they won't refund my money back.Business Response
Date: 11/21/2024
November 19, 2024
Mr. ******** ******
***************************
*********************
Re: BBB Complaint #********
************ - *************
Dear Mr. ***************** October 29, 2024, we received your complaint, dated October 29, 2024, filed with the Better Business Bureau.
You said that your phones stopped working and you cannot afford to purchase new ones; therefore, you requested a refund of the payment made on October *******.
Our records show that all lines were disconnected on the same date, October *******. Although Boost Mobile policy states that payments made to an account are nonrefundable, due to the aforementioned circumstances, I made an exception and a refund of the payment in question will be issued.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Customer Answer
Date: 11/22/2024
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:10/29/2024
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.
As of the evening of Monday, October 28, 2024, ticket # ******* was generated by an employee in Boost Mobile's customer service department, prompted by my request as their customer to unlock my phone (# ending in *****. To request that my Phone be unlocked, I did call the 833-50-BOOST number as instructed on their website. The phone in question is a Prepaid Device (that was paid for in full and activated at time of purchase in a Boost Mobile store over one [1] year ago). This phone unlock was supposed to be an automatic process initiated by Boost Mobile remotely according to their ADVERTISED guide entitled, "Unlocking Policy," which is posted on the Boost Mobile website (url: ************************************************************* ) Accessed: Oct 28, 2024. Copies of same are attached to this complaint. Nevertheless, the company did not follow its own guidelines as it pertains to my account. I've been given the runaround, misinformed (deliberately lied to), spoken to in a condescending way, and treated poorly by this company's customer service representatives. On October 28, 2024, 2 out of 3 Boost Mobile customer service **** hung up on me; one rep whom I conversed with in Boost Mobile's live chat feature gave me patently false and incorrect information regarding when I could unlock my device (he told me 10/18/25); and another representative transferred the call regarding the same issue only after telling me that she would be able to handle the simple phone unlock request. Of note, I did inform one or more of the **** that I needed to unlock my phone to go to a new carrier, and perhaps this is one of the reasons for their abusive tactics against me. They should provide proper customer service. As a caveat, the bill due date on this account is 10/28/2024, and the account is active at the time of my request and active when ticket # ******* was generated on 10/28/2024. Requesting a billing adjustment if necessary for Boost Mobile to finish the job/process the phone unlock.Business Response
Date: 11/19/2024
November 19, 2024
Ms. ******* ******
22 ****** **.
*********************;
Re: BBB Complaint #********
************ - *************
Dear Ms. ***************** October 29, 2024, we received your complaint, dated October 29, 2024, filed with the Better Business Bureau.
You stated that upon informing a customer service representative you intend to switch to another carrier, we refused to unlock your phone.
The unlock policy,which is also available on our website, states that your device must be active with Boost Mobile for 12 months before we can unlock it. Additionally, 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.
A review of your account shows that you purchased the phone on August 2, 2024,for $9.99 plus tax. This phone has a current Manufacturers Suggested Retail Price (****) of $179.99. The phone was activated on August 24, 2024; therefore,it is not eligible to be unlocked until August 25, 2025. However, if you wish to pay the difference between the **** and what you initially paid, the phone will be unlocked.
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 IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a boost mobile customer for a few years now. And it has been the Absolute WORST Experience ever! I recently purchased a phone in full with the promotion of having the service for a year with the $25 plan. Then I had to continously call because it continous to show I have a bill. Then it was suppose to of been fixed after multiple calls and the customer service **** hanging up on me, trying to speak with a supervisor on multiple attempts only to be told there was no supervisors. I could go on. Well, here we go again, was charged for this months service. And what do you know. Shows I have an upcoming balance. At this point. Just give me my money back. I'll send the stupid phone back. I'm over it. How is this business still even operational. Shame on you for s******* people over.Business Response
Date: 11/19/2024
November 17, 2024
Ms. ****** ******
*******************
******, FL 34667
Re: BBB Complaint #********
************ -2024-10-24088
Dear Ms. ***************** October 29, 2024, we received your complaint, dated October 29, 2024, filed with the Better Business Bureau.
You said you signed up under the $25.00 per month plan, but you paid for a years worth of service upfront. You indicated that you have had to call in to customer care because you receive a bill each month. You requested to be contacted by us about this, and to have your bill adjusted and the correct amount refunded.
My attempt to contact you at ************* on November 17, 2024, was unsuccessful, but I left a voicemail. I also sent an email to ************************ with a request to contact me.
Our records show that your concern is currently being reviewed. In the meantime, a credit of $25.00 was applied to your account on November 14, 2024, for your current bill and will be applied each month until the issue is resolved.
We apologize for any inconvenience this may have caused, but no refund is warranted in this case.
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:10/28/2024
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.
And I quote from my recent conversation with the **** "We see you cancelled and switched carriers. We cannot take you off autopay for another 6 weeks when you call back. We cannot send you an email to confirm any of this. We will not refund your money until you are off autopay."Business Response
Date: 11/19/2024
November 13, 2024
Mr. ****** *****
**************************
*********, MT 59901
Re: BBB Complaint #********
************ -2024-10-24083
Dear Mr. **************** October 29, 2024, we received your complaint, dated October 28, 2024, filed with the Better Business Bureau.
You said you were told autopay could not be removed for another six weeks, and you would not receive a refund of any payments taken despite not having service.
Autopay is required for postpaid accounts and a ticket must be submitted in order to remove it. I removed autopay nevertheless, and issued a refund of $26.21 to the card ending in 7186 on November 12, 2024. Please allow 3-5 business days for processing and delivery.
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:10/28/2024
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 have 2 issues. First, sometime over the summer during the nationwide cellphone outage, the settings on my phone changed. Now, whenever I call into Boost's customer service number, the system says it does not recognize my phone number as being a Boost number. I have been a customer since 2018 and have had this particular number for almost 12 months. I have addressed this issue with customer care agents and it has not been acknowledged and ******** main complaint is that for some time, unbeknownst to me, when I have called friends/family members, my call has shown as being from ***** *********. My name is NOT ***** ********* and I do not know this person. People have been ignoring my calls because they don't know who this Dayja person is either!I called Boost yesterday and after having to speak to the security team to verify my identity because again, your system doesn't recognize my Boost number, I was transferred to a text support ********* had me go into Settings and then Supplementary Settings and change Caller I.D. from Default to Always. I called my dad and it still showed me as being ***** *********. She then had me change it to Never Show and when I made a test call to another cell phone and later to my dad, it showed as a Blocked, restricted call (which is also not what I want incoming calls from me to say). When I accidentally disconnected the call with her, I did not bother to call back as nothing she was suggesting worked.I called Boost this morning and after having to verify my identity once again with a security code because my number is not recognized, the *** kept telling me to go to settings and click edit profile and change the name from Dayja to *****. I could not find the setting she was talking about. I would like my incoming calls to simply give my number and no name.Thank you in advance.Business Response
Date: 11/20/2024
November 20, 2024
Ms. ***** ******
***********************************************
*****************
Re: BBB Complaint #********
************ - *************
Dear Ms. ***************** October 29, 2024, we received your complaint, dated October 28, 2024, filed with the Better Business Bureau.
You said the settings on your phone changed and we no longer recognize your phone number. You also mentioned your caller ID does not show the correct name. You indicated that customer care was unable to resolve these issues. You requested your caller ID be replaced with your phone number.
My attempts to contact you at ************** on November 19 and 20, 2024, were unsuccessful, but I left a message each time. I also sent an email to ************************ with a request that you contact me.
Please contact customer care at ****************, so your technical issue may be addressed properly.
We regret to inform you that Boost Mobile does not have the ability to change your caller ID display name at this time.
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: 11/22/2024
Complaint: 22482349
I am rejecting this response because:Rejecting because I have to select that option in order to respond and explain the follow-up (for anyone who may be reading Boost Mobile BBB complaints).
My first contact from Boost, in response to my complaint was on Tuesday, the 19th, via email. I do not have any previous missed calls or any voicemails from anyone at Boost, except for one that occurred after the email from ****** was sent, on the 20th.
I called the number provided to speak with ****** today the 22nd. She was able to log into my Boost account without getting the message that I encounter, i.e. my number doesn't exist. She said if I get the message again that my number does not exist, to take a screenshot and email it to her. She also said that unfortunately, Boost Mobile cannot do anything about my name showing up on landline caller I.D. as being for someone completely different and someone I don't know, but who apparently had my number before me. I guess for the time being, while I am still with Boost, I will have to accept this. I feel sure the person who's name shows up when I make landline calls probably would not appreciate it either, but basically, there is nothing tech-wise they can do.
I consider this matter closed.
Sincerely,
***** ******Initial Complaint
Date:10/28/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went I bought a boost phone from boost Mobile on September the 27th 2024 as I paid my money I was told that the phone I bought would have a plan for 12:50 for the first month at $25 forever after now it's October 27th and I've got an email telling me that my phone would be cut off of service because I owe $53 I don't understand how so I call customer service now they're telling me oh they can't switch my plan because I chose this that's not what I chose or go buy a new phone and buy a brand new plan all over again like people have money to go away if they don't switch me back to the $25 plan that I want full refund for the phone and the bill that I paid at the very beginning on September 27th at the store located on ***********************************************************************Business Response
Date: 11/19/2024
November 17, 2024
Mr. ***** ********
*******************************************************************************;
Re: BBB Complaint #********
************** -2024-10-24174
Dear Mr. ******************* October 29, 2024, we received your complaint, dated October 28, 2024, filed with the Better Business Bureau.
You said you bought a device from a ******************** retail location on September 27, 2024, under a promotion for $12.50 for your first month, and $25.00 per month thereafter. You said that you received an email on October 27, 2024, stating your service will be disconnected due to an overdue balance of $53.00 and when speaking with customer care, you were told that you are not able to swap from the $50.00 per month plan unless you sign up with a new account. You requested this issue be corrected and for your account to have the original plan.
Boost Mobile stores are independent retailers and have their own policies and procedures. Any issues with purchases made in-store should be directed to that stores management. However, I forwarded your concerns to our retail escalations team for an internal review.
My attempt to contact you by phone at **************, on November 14, 2024, was unsuccessful, but I left a voicemail.I also sent you an email at ************************** with a request to contact me.
Our records show your plan has been changed to the $25.00 plan as originally promised. A one-time courtesy credit was applied to your account regarding this issue.
We regret any inconvenience 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:10/28/2024
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.
About 1 1/2 -2 years ago I went into Boost Mobile in *******,ny on surrey circle , signed up received a Motorolo Moto G stylus phone. Worked fine up until 2 months ago, I went into the store twice in a month and explained the problem . My problem is that the phone Motorolo 5 G Sylus phone i get continued no internet message, even when the phone icon shows signal. No data connection at all, this is important because I doordash and it's costing me money losing signal then I lose out on orders. After my 2nd visit to that store I wrote a review of the incident on ****** , you can read it under Boost Mobile surrey cirlce, shirley,ny, username jptheprez. So when I went home I ******d and found out that this is a know issue that the Motorolo 5 g Phones have a connection issue, ****** this phrase ******** 5 Moto G stylus no internet , the entire first page of respones are people complaining about exactly what I'm talking about , so this phone is defective, I'm paying $50 a month for unlimited talk/text and I'm not getting what I'm paying for. I asked the store for a replacement phone ***** refused. I need a working phone that works on the Boost mobile system so that I can doordash and make a living. I propose a resolution where Boost overnights me a phone not a ******** brand, I've lost confidence in ******** and possibly some phone credit for non fully functioning phone. I'm not happy with ***** and the store's refusal to make this right. Staff needs to be properly trained in all devices that they hand out. I asked her to ****** the phone model and look for herself , but she;s so smug so just stood there and looked at me.Business Response
Date: 11/19/2024
October 28, 2024
Mr. **** ******
****************************************************
Re: BBB Complaint #********
************ -2024-10-23985
Dear Mr. ***************** October 28, 2024, we received your complaint, dated October 27, 2024, filed with the Better Business Bureau.
You stated there is a known issue with your device not connecting to data. You expressed frustration with the retail store not providing a replacement device, and you requested a new phone be sent to you.
Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified. In addition, data coverage is not available everywhere and service speeds are not *************** service speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. Please reach out to customer care at ****************, so your technical issue may be addressed properly.
When we spoke, I informed you that we are unable to send you a replacement device; you either need to purchase a new device online or address the issue with the manufacturer.
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:10/28/2024
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.
10/6/2024 I signed up with Boost Mobile Infinite Access, which is monthly mobile service that included getting a new iPhone yearly paying $65 per month + $12 per month for ******************* iPhone 16 arrived 10/9/2024 but Boost was unable to activate it. Finally 10/10/24 and 3 lost days of work and speaking with endless Cust Svc, ********************** finally activated my old iPhone ********************************************* for the original plan, $78 (should have been $12.50 then $25/month thereafter) and it cost me $42.55 via **** to return the phone. I was requesting bill credit. Thanks, *******Business Response
Date: 11/19/2024
November 15, 2024
Ms. ******* ******
*********************************************
********************
Re: BBB Complaint #********
************** -2024-10-23987
Dear Ms. ***************** October 28, 2024, we received your complaint, dated October 27, 2024, filed with the Better Business Bureau.
You stated that you ordered an iPhone 16 under the Infinite Access plan; however, when you attempted to activate the new device, it failed. While you activated your own iPhone 13, you were still charged taxes for the iPhone 16. You were also charged for the Infinite Access plan and ********** incorrectly. You requested a credit.
Our records show your account was originally activated under the Infinite Access plan with **********. This produced a charge of $78.86 for the monthly service. In addition, you paid $102.50 for the taxes on the iPhone 16. After your activation attempts failed, you activated your iPhone 13, and no longer needed the Infinite Access plan.
The payment of $102.50 for the taxes on the iPhone 16 was refunded on October 23, 2024. ********** was removed on October 27, 2024. The plan was also changed from Infinite Access to the $25.00 (plus tax) Unlimited plan on the 27th.
To resolve this matter, I credited the account $78.86 to offset the charges for Infinite Access with **********. In the interest of customer service, I also applied a one-time $50.00 credit to your account.
We strive to provide excellent customer service and 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 80210Customer Answer
Date: 11/19/2024
Complaint: 22480111
I am rejecting this response because:
I personally via online changed the plan after my repeated request to credit my account. First month should have been $12.50 then $25/month thereafter when bringing ones own device. The only credit given to date was for the iPhone insurance. Though I received 4 emails stating $50 credit (3) and $28 credit I have not seen any credit post to my account. Please see screenshots of my account uploaded here.
Sincerely,
******* ******Business Response
Date: 12/04/2024
December 3, 2024
Ms. ******* ******
**********************************************
*************************;
Re: BBB Complaint #********
************** - *************
Dear Ms. ***************** December 2, 2024, we received your rebuttal, dated December 2, 2024, filed with the Better Business Bureau.
You rejected our response because you did not see the offers on your most recent bill.
Your concern stems from a timing issue. The four adjustments, totaling $178.86 (three $50.00 credits and a $28.85 credit),posted on November 15, 2024. The statement referenced in your complaint was created on November 9, 2024. Since the statement was already created, the adjustments provided were not included. However, they will be on the bill that generates on December 9, 2024.
To recap, on October 6, 2024, you paid $102.50. This charge was for the taxes on an iPhone 16. This amount was fully credited and refunded on October 23, 2024. On October 24, 2024, you paid $78.86. This was for one month of service under the Infinite Access plan ($60.00) and Boost Protect with AppleCare ($12.00), plus tax. This amount was credited in full on November 15, 2024.
You were provided a $100.00 adjustment on November *******. Our response promised a $50.00 adjustment; however, an extra $50.00 adjustment was provided in error. Due to it being in your favor, the extra adjustment will stand. Your account currently has a $152.25 credit balance with the next charge of $25.00 (plus tax) being subtracted from that credit balance on December 9, 2024.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***** *********
Team Lead
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210Initial Complaint
Date:10/28/2024
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.
Transferring from Boost to new ***** carrier and Boost has given me the run around not releasing me to be able to take my Number to new carrier, I dont owe any money on phone and purchased phone over a year ago. There stalling by telling me they have to manually release phone after 7 phones calls with them. The gave me transfer pin to enable phone to new carrier and they lied and never released.Business Response
Date: 11/19/2024
November 19, 2024
Ms. ****** *****
************
Crompond, NY 10517
Re: BBB Complaint #********
************ - *************
Dear Ms. **************** October 28, 2024, we received your complaint, dated October 26, 2024, filed with the Better Business Bureau.
You said that we are not allowing you to port your phone number to another carrier.
Our records show that the number ending in 2776 was ported out on October 26, 2024.The number ending in 1968 was ported out on October 27, 2024.
In accordance with industry-standard porting requirements, the new carrier initiates the porting process and all information must match what is contained on your Boost Mobile account; otherwise, the transfer will not be completed.
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
****** ********
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