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:10/28/2024
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.
10/25/24 - 10/26/24- I was scammed by this company paid number of fees I recorded all conversations with the **** because the inconsistency of the company policy on refunds they didnt activate a line I paid for they couldnt refund it this was done three times paid 50$ money back guarantee they said that didnt happen even after they said refund. Will process 5-7 days. Now if I do not hear back from corporate regarding a refund I will open small claims and seek punitive compensation. I expect this to be promptly resolvedBusiness Response
Date: 11/20/2024
November 19, 2024
Mr. ****** ********
********************
****************************;
Re: BBB Complaint #********
************** -2024-10-23989
Dear Mr. ******************* October 28, 2024, we received your complaint, dated October 26, 2024, filed with the Better Business Bureau.
You said that on October 25 and 26, 2024,you paid a number of fees to have a Boost Mobile line activated, which was not done. You made three payments of $50.00 with the promise of a money-back guarantee, and you were told the process would be completed in 5-7 days. You indicated that you expected your refund to be promptly received.
My attempts to contact you at ************* on November 17 and 19, 2024, were unsuccessful, but I left a voicemail on each attempt. I also sent an email to ************************** with a request to contact me.
A review of your account shows no $50.00 payments nor any mention of $50.00 payments. I was also unable to locate any other accounts under your name. Therefore, no refund is warranted at this time.
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:10/25/2024
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.
In October 2023, I purchased an iPhone 12 with Boost Mobile. Immediately after receiving the device, I activated it by putting my SIM card into the new device and using it. When calling Boost Mobile now in October 2024, they are telling me that their system shows that the device was only activated about 10 days ago on October 14th, 2024. I repeatedly told them that I've been using this iPhone 12 with this same Boost SIM card since October ********************************************* their system. They confirmed that they shipped the device to me in October 2023 but could not confirm that it was activated then. There is something wrong in their system if it's showing activated just 10 days ago because why would anyone wait 1 year to start using a phone they purchased.According to Boost policies, it says "we will unlock your Prepaid Device one (1) year after initial activation, after a reasonable time, and after you have met all payment or usage requirements". If I am meeting this requirement why should I have to wait an additional ************************************* their system. I want to change to another phone carrier and they will not let me for another 1 year despite already meeting their policy requirements. I have been a customer with them since ********************************************************************* I was on the phone with ***, employee ID: Q6T, who is a resolutions manager and she kept repeating the same information to me and was constantly trying to hang the phone up on me. I was on the phone for 90 minutes with another agent before I spoke to her and I felt like I just wasted over 2 hours for nothing. I am requesting Boost Mobile abide by their own policies and unlock my iPhone 12 so that I can move to another phone carrier. They did not even compensate me with any credit put on my account for everything that they are making me go through.Business Response
Date: 11/21/2024
November 21, 2024
Mr. ****** ******
***************
Mentor, OH 44060
Re: BBB Complaint #********
*************
Dear Mr. ***************** October 28, 2024, we received your complaint, dated October 25, 2024, filed with the Better Business Bureau.
You said that in October 2023, you purchased an iPhone 12 and activated it immediately using your SIM card. However, when you called in October 2024, we stated the device was only activated on October 14, 2024.Despite explaining that you had been using the phone with the same SIM card since October 2023, they only read information from their system, which you believe is erroneous. According to Boost Mobile policy, your device should be eligible for unlocking after one year of activation, but their system shows a delay, preventing you from switching carriers. You find this unjust and requested we unlock your phone, per our policy. You also noted the lack of compensation for the inconvenience.
When we spoke on the phone on November 21, 2024, I informed you that due to conflicting information on your account, a ticket was created to help determine the device activation date. Once I am given the proper information, I will contact you to let you know if your device is eligible for unlocking or not.
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:10/25/2024
Type:Sales and Advertising 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.
Problem started in July 2024. They began charging me add ons on 2 of my cell lines. July, August, September and October an extra $10 a month on my monthly Bill. A total of $40 dollars. I have this on an automatic payment and did not notice the increase until this month. 10/2024. I signed in to my account and noticed 2 lines had add ons and they started the same month. I called customer service to see explain that that was not authorized by me nor by the people with other lines and they did not even know what the add ons were and had never heard of those ad ons before. I am really disappointed due to the fact that this has happened to me before. Random add ons appear suddenly in my account years ago I was assured this would not happen again. I explained to the customer service representative how odd that 2 lines in one account the same day and the month at the same time magically added the same add ons the same day when they dont even reside in the same home or space. Since this happened to me before when I had the 3 lines and use for work I explained is happening on their end. They said all they will refund is $10. So I lost $30 due to something they continue to add on their end without my authorization or consent. Nor with any notice. ******** way to conduct business with customers that have had the same issue. I have spoken to many that this is happening too as well with this same company. Seems like you will have to stay ontop of your account to not be surprised with crazy add ons you dont even know about or have ever heard of. After 4 months I get $10 back from a total of $40 they took ontop of my monthly bill.Business Response
Date: 11/21/2024
November 21, 2024
Ms. ****** ********
************************
*****, ** 34482
Re: BBB Complaint #********
************ -2024-10-23983
Dear Ms. ******************* October 28, 2024, we received your complaint, dated October 25, 2024, filed with the Better Business Bureau.
You said you noticed you have been charged $10.00 additional per month for an add-on that you did not authorize, for a total of $40.00. You contacted customer care to remove this add-on, but they would only credit one month of charges.
On November 21, 2024, we communicated via email. I informed you that the MINI ME Games app was added through an in-app offer, but it was removed and a $10.00 credit issued. I also identified another in-app addition of the MINI ME Video add-on. I removed this before it started to be charged to your account. Please be aware that we cannot restrict in-app offers. I advised you how to restrict in-app purchases through your iPhone and as a courtesy, I applied a one-time $30.00 credit to your account for the trouble.
We regret any inconvenience you may have experienced and thank you for your business.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Customer Answer
Date: 11/25/2024
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:10/25/2024
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 had purchased a new phone on my account for my nephews account (which is also in my name) They told me they were unable to activate a phone I purchased on my account & use for my nephew. Thats definitely not true, in my 20yrs of having a cell & 10yrs of a customer to **********************, that has never been true. They told me I could add a line & proceeded to add a line to my account for $26. I called the next day to attempt to activate the phone I purchased for my nephew on his account & received the same response. Theyre unable to do it but will add a line to my account for $26 to activate the phone but have to wait 48hrs. I told them I did not want to do that again. I called again for the 3rd time and was transferred to an account executive that was able to help me resolve my issue and I was grateful that I did not need to add a line for $26. My bill came and not only did they add 2 additional line to my account but I was billed in total $52 for those accounts I dont need & never needed. I called into customer service & was told those charges would be removed from my account. I called in the next week & said those charges are still ************ told me dont worry I still have time for them to fall off. I was charged in full for those lines on my bill date. I called into customer service and they told me there is nothing they can do & I will not be getting my money back.Business Response
Date: 11/19/2024
November 15, 2024
Ms. ******** *****
******************* W.
**********************
Re: BBB Complaint #********
*************
Dear Ms. **************** October 25, 2024, we received your complaint, dated October 25, 2024, filed with the Better Business Bureau.
You said you purchased a device on your primary account with the intention of activating it on your other account for your nephew, but you were told you could not do this. You then added two lines to your primary account in an attempt to activate this device. You requested a billing adjustment.
My attempts to contact you at ************** on November 14 and 15, 2024, were unsuccessful, but I left a message each time. I also sent an email to *********************** with a request to contact me.
Our records show the iPhone *********************************************************** 6003. Because you are financing the device, the financing agreement cannot be transferred to this account and will remain on the account ending in 4711. However, the two additional lines have been removed from your primary account and I applied a $26.00 courtesy credit. We regret any confusion or 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:10/25/2024
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 lost my cellphone. Boost Mobile was my carrier. I contacted them to notify them of loss and to get a new phone, They sent me a new phone but it was defective so I contacted them about this and returning the phone. I kept getting the run around, the company couldn't "verify me" after asking me weird questions like if I knew people in other states. I tried to return phone but they wouldn't give me information to send phone with return authorization code and address because they couldn't "verify me"...I gave them my social and was a customer for more than 2 years. I paid them $164.00 for a bad phone and they are definitely not acting in good faith. I have cancelled my account with them but want my refund, The phone is brand new but useless to me nowBusiness Response
Date: 11/19/2024
November 18, 2024
Ms. **** ******
**********************************
***********************
Re: BBB Complaint #********
*************
Dear Ms. ***************** October 25, 2024, we received your complaint, dated October 25, 2024, filed with the Better Business Bureau.
You stated that you lost your device and purchased a new one; however, you said it is defective and you wanted to return it, but you could not verify the account. You requested to receive a refund.
We are committed to protecting the privacy of our ************ accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a Personal Identification Number (PIN) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested.
Our records indicate that two refunds totaling $162.93 were issued on November 15, 2024. Please allow seven to ten business days for processing.
We apologize for any inconvenience you may have experienced.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Initial Complaint
Date:10/25/2024
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 signed up my four children with boost mobile after the lady in store said it would be 4 lines for a hundred plus insurance rates. Each month my bill was ****** and we kept asking why and we went from store to customer service on the phones and no one could tell us why, they adjusted the bill twice and stated that they would change lines to appropriate price and monthly dues. I have been back and forth for months. Also, my son phone was stolen, and we did a replacement and on August 24, 2024, and we still do not have a phone and they still charging for that line. This is an outrage and a form of stealing or mentally disruption. Please reach out and get us some help none seems to know what is going on. I want corporate involved.Business Response
Date: 11/20/2024
November 19, 2024
Ms. Twame ********
****************
*********, GA 30815
Re: BBB Complaint #********
************ - *************
Dear Ms. ******************* October 25, 2024, we received your complaint, dated October 25, 2024, filed with the Better Business Bureau.
You said you have a four-line family plan at a cost of $100.00 a month plus insurance. However, your bill has been $184.00 each ********* indicated that you were unable to resolve this over the phone or at a retail store.
My attempts to contact you at ************** on November 18 and 19, 2024, were unsuccessful,and I could not leave a voice message. I also sent an email to ************************ with a request to contact me.
A review of your account shows that it was initially activated under a 4 for $100.00 *************** Talk & Text + 40 GB 5G/4G for each line. All of the lines have to be on the same service plan; however, line ************** is different from the others and includes Todo Mexico. Please note that this is preventing the billing from being accurate. I can assist you with correcting this, but I will need to communicate with you first. Please contact me at ************* or *********************** at your earliest convenience.
We strive to provide excellent service and we regret that your experience was unfavorable.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:10/25/2024
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.
In July 2024, I disabled 2 add ons (Hotspot and ************* Connect) through the Boost Mobile app, thinking this would stop the charges. However, I continued to be charged $20 each month in August, September, and October, totaling $60. The app did not tell me that I needed to complete the cancellation on the website.This feels deceptive for several reasons. The disable button seemed to be a way to pause the payment. The app didnt inform me that I needed to take extra steps to cancel the add-on completely, leading me to believe I was done. Users expect a consistent experience across the app and website. Not being able to cancel the add-on in the app is confusing. I was charged without my knowledge, which resulted in unexpected costs. These practices dont seem fair and could mislead customers about how to manage their accounts.I reached out to Boost Mobile support, but they said they couldnt refund me. I would like a refund of $60 for these charges.Business Response
Date: 11/19/2024
November 18, 2024
******* ***
***************************************
********, HI 96814
Re: BBB Complaint #********
*************
Dear ******* ***:
On October 25, 2024, we received your complaint, dated October 25, 2024, filed with the Better Business Bureau.
You stated that you removed the Data Hotspot and ************* Connect add-ons in July 2024, but you recently found you were still being charged for these items. You canceled them again and requested a refund.
Add-ons can be added and removed through our website (******************************), the mobile app or by speaking to a representative in our customer care department. We apologize that you had trouble with removing these items through our mobile app.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; I authorized a $60.00 refund as an exception, nonetheless. Please allow seven to ten business days for processing.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Customer Answer
Date: 11/20/2024
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:10/24/2024
Type:Sales and Advertising 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 attempted to secure service with Boost Mobile. I verified my account with an agent who asked me to wait 30 minutes for my eSIM to activate. I waited 30 minutes and then called back, only to be sent to the verification department again this time, my account was not verified. I asked them to re-verify as I had done this procedure before and they refused. They refused to cancel my services and refused to move on with establishing my account. They said there was nothing that they could do. However, they still took my payment for my monthly services. I sat home all day out of work because I need my cell phone for work. I am jeopardizing missing work tomorrow as well if my cell phone is not on . no apologies were offered nor any solutions. This company is a complete scam I want my money and my phone number back.Business Response
Date: 11/20/2024
November 19, 2024
Ms. ****** *********
**************
**********, ** 70448
Re: BBB Complaint #********
************** - *************
Dear Ms. ******************** October 25, 2024, we received your complaint, dated October 24, 2024, filed with the Better Business Bureau.
You said you attempted to obtain service, but you were unable to activate the eSIM. We charged you for the service anyway, and you would like to receive a refund and get your phone number back.
A review of your account indicates that on October *******, you ordered service online at a cost of $12.63, your number was ported over and an eSIM pushed to your device. You called in with problems receiving the eSIM. On October 28, 2024, your phone number was ported out and your account subsequently canceled.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited. As an exception, I submitted a $12.63 refund; please allow up 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:10/24/2024
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Good evening, To Whom This May Concern:I'm ****** ***** and on behalf of the Randallstown chapter of the **************************************, I'd like to register concerns about the long wait times and the unsatisfactory customer service experience many of our residents in our neighborhoods have continued to receive from the Boost Mobile store located at ***************************************For the past several months, many residents have provided me with a list of complaints regarding the long wait times at this location. During the beginning of the month and during the holiday season, our residents find themselves waiting for an extended period of time to pay their bills or purchase products at this location with often only one person working both counters. The residents are requesting that more than one person be present and available in the store to handle various transactions. According to our residents, sometimes one of the employees will even leave a sign up, that says, "Be back in 30 minutes" or something similar even when their requests for service are urgent, which is what our residents deem as disrespectful and, to some extent, prejudice due to the demographics of the neighborhood where these services are being provided. How will the culture and customer service experience improve at this establishment to the satisfaction of it's consumers? What corrective actions will be taken?How will the long wait times be reduced when customers come in to request service?How will the management team ****** a more polite and helpful atmosphere for the employees and customers?Please advise.Thanks,****** *****Customer Answer
Date: 11/01/2024
Good evening,
I am looking for the BBB to address my concerns regarding the long wait times at the Boost Mobile store that I
made reference to in my last response to you all. Many customers like myself find themselves waiting for good
customer service for an extended period of time when only one employee is working the shift instead of at least
three. On several occasions, "lunch break" signs have been left on the door of the establishment when customers are waiting outside
for an employee to be made available for them to speak to. I am requesting that at least three employees handle several
different transactions during the course of the week during the hours of operation especially during the beginning of the
month so that customers do not have to wait for service for an extended period of time unnecessarily. Stellar and expedited service
should be prioritized. Please advise.
Thank you,
****** *****
Business Response
Date: 12/09/2024
December 6, 2024
Mr. ****** *****
9603 Axehead Ct.
************, ** 21133
Re: BBB Complaint #********
*************
Dear Mr. **************** November 14, 2024, we received your complaint,dated October 24, 2024, filed with the Better Business Bureau.
You said that you filed this complaint on behalf of the Randallstown, MD chapter of the *************************************. You stated that many of the residents expressed concern with the service they receive from the store located at ****************************************.
As stated in my email to you today, I attempted to contact you at the phone number provided in your complaint, but you were not accepting calls at that time.
Boost Mobile retail stores are independently owned and operated. Although they are authorized to sell our products and services, they have no other affiliation with Boost Mobile, L.L.C. However,they are required to abide by Service Level Agreements (SLAs); therefore, I forwarded this matter to our Relationship Management Team for review.
We appreciate your feedback.
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:10/24/2024
Type:Order 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 bought a phone online from this company the website says 30 day guarantee and when I was trying to place phone calls the people on the other line couldn't hear me and this was dangerous cause in case of an emergency I need my phone to work so I started processing a return through the apps chat bot and they said two business days they would send me an email with the information I needed to return the device it took them two weeks to send me the email meanwhile they were trying to still charge me every day for the phone bill after I already asked for a return. I called 3 times to try and get help to return it then finally got the email. And I received a email today stating they refunded my money to my boost account for me to use to make payments I no longer have boost nor wish to purchase anything for them when the email with return instructions clearly states I will get my money back on my card or back in a paper check this is unacceptable and I am very disappointedBusiness Response
Date: 11/19/2024
November 19, 2024
Ms. ***** ******
************ NE
***********, MN 55434
Re: BBB Complaint #********
************** - *************
Dear Ms. ***************** October 24, 2024, we received your complaint, dated October 24, 2024, filed with the Better Business Bureau.
You stated that after ordering a new iPhone 16 and activating it, you experienced connection issues when placing calls. You requested to return the device as a result. You also said that your account continued to be billed while you were in the process. You requested a refund.
Our records show that your account was activated under our Infinite Access for iPhone. With this plan, you agreed to a financing agreement that pays off the phone monthly over three years. Your original payment was for the first month of service and taxes for the device, totaling $162.50.
A device return was initiated and, as an exception, a refund for the original payment of $162.50 was issued. Today, November *******, you were charged full price for the iPhone 16 Pro Max, as it was not returned. Once the device is received, this balance will be removed from your Boost Mobile account.
We regret any inconvenience you may have experienced.
Sincerely,
***** *****
Manager - Retention Operations
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
Boost Mobile is NOT a BBB Accredited Business.
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