Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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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:10/15/2024
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.
We joined boost several months ago and had poor unreliable service and after 30 days my husband had data limit issues where they said he used all of his data in less than three days he tried getting the issue resolved by calling several times and the only than they is he did use all of his data and all that he could was purchase more data which we did not do we always paid our bill early every month B4 the due date so we made a decision to leave boost I received an email from boost on September 22 2024 that the bill was due and the card was declined I tried using the supplied link and it said no account exists so I called to pay the bill and to change the card number because the original card had been lost and I was told they could not find my account and I would have to sign into the app in turn I told that I could not sign their response was that they can not take the payment because no account exists so I have tried several other times to pay my bill and as of this date can not. I have been trying to pay and will not accept it what is a person to due I don't want a negative report on my credit report
Business Response
Date: 11/05/2024
October 25, 2024

Ms. ******* ****
******************
*********, ** 72687

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

Dear Ms. *************** October 15, 2024, we received your complaint, dated October 14, 2024, filed with the Better Business Bureau.

You said you canceled your service due to unresolved data limit issues. You were informed of the final balance, but you experienced difficulty paying it. You requested to be able to make a payment for the remaining balance.

Please note that after 30 GB, customers may experience slower speeds. We are unable to look into the data issue further, as your service was canceled.

The remaining balance is for the loan amount. This usually requires a ticket to be submitted in order for someone to call you and collect payment specifically for the loan. Therefore, when we spoke I collected a payment of $250.00 from you on October 25, 2024. Please contact me directly at ************** when you are ready to pay the remaining balance.

We apologize for any inconvenience.

Sincerely,

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

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

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

Customer Answer
Date: 11/06/2024

Complaint: 22422624

I am rejecting this response because:

Sincerely,
Complaint: 22422624

I am rejecting this response because: there has been 2 payments made on this account before the November 5th date listed. I have both receipts to this in my email and am attaching here. **** will be completely paid off, as per our conversation, which I stated was in approximately 2 weeks. That will be the 15th of November. The other complaint about the data being used up in 3 days every month, except the trial period month, will not be remedied and no refund or reduction of bill will be given because I was told they cannot access that to see the problem because account is closed. My husbands phone was the only one that had the issue. I used more data then him and never received those texts that quickly at all. I did get slowed down and did have the issue of not being able to make calls once slowed down. Wanted to clarify this. Receipts are attached( cc info and address blacked out).

Sincerely,

******* ****

******* ****
Business Response
Date: 11/19/2024
November 19, 2024

Ms. ******* ****
******************
*********, ** 72687

Re:          BBB Complaint #********
                ************ -2024-11-25438

Dear Ms. *************** November 18, 2024, we received your rebuttal, dated November 15, 2024, filed with the Better Business Bureau.

You rejected our response as you paid off your final balance for your devices, but you expressed frustration with not receiving a credit/refund for your data issue. You state your data was used up within three days.

When we previously spoke, I informed you that your devices have been unlocked since the loans were paid off on November *******. Please allow 72 hours for processing, and ensure your phone is powered on, has the most current update, and the Boost Mobile SIM card is inserted.

Please note unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all
(e.g., an unlocked device may support voice services but not data services when activated on a different network).

Because your account is canceled, I am unable to look into the data issue; an active account is needed in order to troubleshoot. Additionally, a credit/refund cannot be provided for the same reason.

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:10/14/2024
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.
As boost mobile payment history shows I've paid ****** in two months. I originally thought I was going to be paying $12 finance team $25 service 12 dollars insurance. It's coming to 49 dollars. They're saying it's supposed to be 27 and change for the device financing which would bump it up to 65$ an month. Yet ***************** ****** and again this month You're trying to charge me $***** again. So by my calculations at $65 a month for August September and October it only $195. I'm simply asking for my bill to reflect what you guys own website says I have paid. I don't owe until November and then only charging me is a $65 I should be charged not *****
Business Response
Date: 11/06/2024
November 5, 2024

**** **********
****************
********, ** 97211

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

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

On October 15, 2024, we received your complaint, dated October 14, 2024, filed with the Better Business Bureau.

You said that your monthly payment should be $65.00 for service,insurance and financing, but you are being charged $94.40.

A review of your billing history found the reason for the difference: On August 28, 2024, your statement generated for $32.47 and on August 29, 2024,finance charges posted for $27.78, which increased the balance to $60.25. On September 17, 2024, you made a payment for the previously-referenced $32.47.This left the $27.78 finance charge to carry forward to the September 28, 2024,statement for a total due of $94.40.

Your bill consists of the following:

Finance Charge - $27.78
Service Charge - $26.84
Insurance - $12.00

A total of $66.62 per month.

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: 11/07/2024

Complaint: 22422480

I am rejecting this response because:
As picture show I've paid allot more then what I should have. Please explain why I had to pay so much
Sincerely,

**** **********
Business Response
Date: 11/19/2024
November 18, 2024

**** **********
****************
********, ** 97211

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

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

On November 18, 2024, we received your rebuttal, dated November 15, 2024, filed with the Better Business Bureau.

You said that you rejected my response because you want a clearer explanation of the charges.

I reviewed the billing history again and, unfortunately, nothing has changed and the explanation remains the same: On August 28, 2024, your statement generated for $32.47 and on August 29, 2024, finance charges posted for $27.78,which increased the balance to $60.25. On September 17, 2024, you made a payment for the previously-referenced $32.47. This left the $27.78 finance charge to carry forward to the September 28, 2024, statement for a total due of $94.40.

Your bill currently is $66.62 monthly, which includes the following: finance charge $27.78, service charge $26.84 and insurance $12.00.

Sincerely,

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

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

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

Customer Answer
Date: 05/23/2025
My problem is that my monthly bill is supposed to be $188, which covers service, financing, and insurance for 3 phones. The last 5 months though, Boost hasn't charged me that amount, they've charged me more. I'm on a fixed income and have lost my place to live twice because of this. I have that **** set for auto pay and so when they don't contact me regarding the bill I assume they got paid. Then the following month they threaten to shut off my phone until the amount due is paid which is usually an amount at least $100 or more than it's supposed to be. They have not resolved this issue claiming that their system is experiencing issues and they're sorry for the inconvenience but as soon as I pay the balance due my service will continue uninterrupted. They apparently have yet to have their system fixed and I am not willing to lose my place to live for a third time. The resolution I am seeking is for them to cover the remaining financing on the 3 phones on my account and to network unlock them so I can use them with whatever carrier I sign up with by the end of the day.
Desired Resolution
The remaining financing for the 3 phones on my account to be covered by them and those phones to be network unlocked so I can use them with the carrier I sign up with next
Business Response
Date: 06/30/2025
June 30, 2025

Mr. **** **********
****************
********, ** 97211

Re:          BBB Complaint #********
                ************ -2025-06-12965

Dear ****************************** 26, 2025, we received your rebuttal,dated June 26, 2025, filed with the Better Business Bureau.

You continue to maintain that you have been overcharged for the last five months. Therefore, you request that the remaining terms of the financing agreements for the three phones be waived, and each phone to be unlocked so you can switch carriers.

You filed your first complaint regarding this issue, on October 14, 2024, and filed a rebuttal on November 15, 2024. At that time, I responded that a review of your account found that your August 28, 2024, statement generated for $32.47 and on August 29, 2024, finance charges posted for $27.78, which increased the balance to $60.25. On September 17, 2024, you made a payment for the previously referenced $32.47. This left the $27.78 finance charge to carry forward to the September 28, 2024, statement for a total due of $94.40. After receiving your rebuttal, on November 15, 2024, I performed a second review of your account and the findings did not change.

Since then,the payments have been sporadic and only paid to a zero balance once, which was on March 24, 2025. On April 12, 2025, we received the last payment made to the account for $117.06, which was $72.22 short of the amount due. Because of this,all lines have been suspended and the finance agreements for each phone are now due and payable. The current balance of $2,513.90 is valid. Once this is paid,the phones will be unlocked.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ****** ********
Initial Complaint
Date:10/14/2024
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 an iPhone . I was told that there was. 7 return policy . I came two days later trying to return and brand new in box with receipt and was denied . The phone representatives and the store employees are on two different pages . The store employees wont take a return.
Business Response
Date: 11/06/2024
November 5, 2024

Mr. ******* ****
TX 78758

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

Dear Mr. *************** October 15, 2024, we received your complaint, dated October 14, 2024, filed with the Better Business Bureau.

You stated that you purchased an iPhone at a Boost Mobile retail store. You tried to return the device, but you were unable to. You also indicated that our telephone agents and store employees are on a different ******** requested to receive a refund.

Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. Please visit the store where you purchased the device for further assistance.

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:10/14/2024
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.
Dear Better Business Bureau,I have been a loyal customer of ******************** for many, many years. Approximately six months ago, I purchased an iPhone 11 from a Boost store for approximately $239.00- $269.00, paid in full at the time of purchase. Recently, I was offered a better package with Spectrum, which included a free phone line with my Spectrum internet package for one year. I have also been a long-time customer of Spectrum.When I contacted ******************** to unlock my phone so I could switch my service, my request was denied. I was informed that I needed to wait 12 months because I received a deep discount on the phone. However, after speaking with Spectrum Agent ********, I was assured that the price I paid was not a deep discount, nor much of a discount at all.During my interactions with Boost Mobile representatives, ****** (supervisor) and another unnamed woman (who got very nasty), I was met with unprofessional and harsh attitudes. According to an attorney I consulted, it is against the law to refuse to unlock a phone that has been paid for in full. ******** from ******** also explained that this practice could be considered a ******* a long-time customer, I am disappointed by this treatment. I am not seeking a free or deeply discounted phone; had I been a new customer, I would understand this. I am simply trying to save money due to the rising costs of rent, gas, car insurance, and groceries. I can no longer afford Boost Mobiles $60 monthly bill. Unlocking my phone would greatly help me manage my expenses during these challenging times.I kindly request that Boost Mobile unlock my iPhone 11 so I can switch my service to Spectrum. You're understanding and assistance in this matter would be greatly appreciated.Thank you for your attention to this issue.Sincerely,***** L. ******
Business Response
Date: 11/05/2024
November 3, 2024

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

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

Dear Ms. ***************** October 15, 2024, we received your complaint, dated October 14, 2024, filed with the Better Business Bureau.

You requested your device be unlocked.

Boost Mobile will unlock a device under the following circumstances:

?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months

Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile *** card inserted.

*** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

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: 11/09/2024

Complaint: 22421345

I am rejecting this response because: they failed to actually listen to the complaint. They are saying I need to wait 12 months which is the whole reason for the complaint in the first place.

Sincerely,

***** ******
Initial Complaint
Date:10/14/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 9/12/24 I ordered a phone ******** A15 5G) via the Boost Mobile app. I updated my billing address January of 2023. The page showed the shipping address as my current address. The page went white there was nothing displayed. Then I got an email thanking me for making my monthly payment. I went back to the app the page was still blank and white. I went to the home screen and searched by order history to see that the phone was going to ship to my old address. I immediately made contact with Boost via chat and they advised that they were unable to change the address at this time the label had not been printed and there was time to correct the issue. I was told to contact *** directly. I did and they advised that only the shipper could change the address. I contacted them again via chat and advised and still no assistance. They suggested that I contact whoever is at the address and see if they would give me the device once delivered. I tracked the device it was delivered on 9/17/24 and required a signature yet they left it at the doorstep. I was able to view the picture via tracking #*****************. I reached out again via chat and advised that there is no signature *** left the phone at the door. I asked for them to file a claim and was advised for me to do so. I tried and again *** advised must be done by shipper. A ticket was supposed to be opened on 9/17. I made my monthly payment of $50 on 9/19/24. I followed up on 9/24/24 via chat and there was no ticket opened. I inquired about a refund and they advised they would once they get an update from ***. I was provided TKT#*******. I followed up again on 10/4 via chat and was advised the issue was resolved I advised that i was not sent an email with the update. No further assistance was provided I contacted my bank to dispute the charge of ***** on 10/4. On 10/13 they suspended my service due to the chargeback for the phone. I immediately contacted them via chat same day and was advised i had to pay the balance
Business Response
Date: 11/11/2024
November 8, 2024

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

Re:          BBB Complaint #********
                ************ -2024-10-22948

Dear Ms. **************** October 15, 2024, we received your complaint, dated October 14, 2024, filed with the Better Business Bureau.

You said that on September 12, 2024, you ordered a device online from our website. The display indicated that it would be shipped to your old address, so you contacted us to update the address. You were told to contact ***, but they sent you back to us and the device ended up being delivered to the old address. As a result, you disputed the charge through your credit card company causing your account to be interrupted.

When we spoke on November 8, 2024, I informed you that the order shows as delivered. Unfortunately, we are unable to open a claim with *** since it was delivered to the address listed; however, I will have the device added to our lost/stolen list. As a courtesy, I applied a $43.34 credit to offset the chargeback and issued a one-month credit to your account in order to restore your service.

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:10/14/2024
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 received the most disrespectful service I have ever received from boost. Please listen to my call 10/14/24. I spoke to 3 people. The first one was fine. The person they transferred me to was the worst customer service I have ever received. He insulted me, called me names, he refused to give me his name, he ignored me and stayed silent on the line, he put words in my mouth I did not say. He eventually transferred me to supervisor ***** who rectified the issue. She was kind and helpful. Please listen to this call. It was made at 3:31pm.
Business Response
Date: 11/05/2024
October 25, 2024

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

Re:          BBB Complaint #********
                ************ -2024-10-22944

Dear Ms. ****************** October 15, 2024, we received your complaint, dated October 14, 2024, filed with the Better Business Bureau.

You expressed frustration with the customer service you received. You stated that an agent you spoke to was rude,refused to assist and insulted you. You requested for someone to contact you.

I regret the way your issue was handled by our representatives. Thank you for bringing this issue to our attention, so that we may address it with the appropriate personnel.

When we spoke, I offered you a credit of $10.00 (to cover the initial Boost Protect charge), which you accepted.

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:10/14/2024
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.
On September 30, 2024, I completed a $100 payment to Boost Mobile, allocating $50 for October and $50 for November. The bank processed this payment on October 2, and I settled it by October 3. However, starting October 4, I could no longer access my Boost Mobile account, receiving a message that my user and phone number were not recognized. I reached out to Boost Mobile's customer service for assistance. Despite their efforts, the issue persisted, and I was issued a technical issues ticket number ******* and advised to wait. Further communication with them has only resulted in new resolution dates, which have come and gone without a fix. On October 9, I received an updated ticket number, *******, with assurances of a resolution. Yet, as of October 14, my access to the Boost Mobile account remains blocked, leaving me perplexed as to why I'm locked out of an account that's been paid on time for ten years.
Business Response
Date: 11/06/2024
November 5, 2024

Ms. ***** ******
*************************
***********, IN 47129

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

Dear Ms. ***************** October 15, 2024, we received your complaint, dated October 14, 2024, filed with the Better Business Bureau.

You stated that on October 4, 2024, you were unable to login to the website or mobile app. You contacted customer care and you were given ticket numbers on October 4 and 9, 2024, but the issue was not resolved. You requested to be able to access your account.

Our records indicate that this issue was resolved on October 17, 2024.

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

                ***** *****
Customer Answer
Date: 11/13/2024

Complaint: 22420477

I am rejecting this response because: I am able to access my account but during the three
weeks I was not, someone else was using my phone number. I had a person text me claiming
she received my phone number from someone at a birthday party. I did not know this person and I would
not give out my number to strangers. I want to know what happen to my account during those three
weeks it has caused a lot of issues. I want to know why I was locked out of my account in the
first place and why someone else was allowed to use my phone number.

Sincerely,

***** ******
Business Response
Date: 11/26/2024
November 25, 2024

Ms. ***** ******
*************************
***********, IN 47129

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

Dear Ms. ***************** November 22, 2024, we received your rebuttal, dated November 22, 2024, filed with the Better Business Bureau.

You rejected our response stating that you can access your online account now, but you wanted to know who was using your phone number during the three weeks that you were unable to log in. You said that someone texted you saying that they received your phone number from someone at a birthday party.

Our records show no evidence that your account was tampered with during this period of time and no information was changed. Your SIM card number was not changed, indicating that your phone number was active on your ******* Galaxy A25 5G device throughout this time frame. Regardless, here are a few steps you can take if you believe your phone is compromised:

Delete Unknown Apps - If you cannot remember downloading it and do not know what purpose it serves, it is best to be safe and delete it. You will notice these apps running in background despite you never having seen or interacted with them before.
Keep Your Phone Updated - Regular updates will keep the phones defenses up. You want your security system as up to date as possible.
Change your Boost Mobile PIN - This can be done through your online account or the ******************** app.
Factory Reset - This should be a last resort. A factory reset will clear ALL your data from the phone and restore it to its original, default settings. Your pictures, settings, and everything else will be erased. In this case, any hacking program will be removed from the phone along with all your files.

Sincerely,

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

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

                ***** *****
Initial Complaint
Date:10/14/2024
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.
September 17th, I ordered a iPhone 16 Pro Desert 256GB with the 1000$ off Boost infinite deal. I was on the phone with a *** for 2 hours, he kept saying the payment method wasnt working, we ended up asking for another *** after 2 hours, the guy didnt want to transfer us, the 2nd *** got the payment and he told us we were all good. Then after 3 days, September 19th, I got an email saying the order was canceled for protection and I will receive a refund within 7-10 days. I called the same day and the *** said it shouldnt have been canceled and everything shouldve been good. So I waited 10 days, still no refund, so I call Boost, they say the order was never canceled and I should expect for it to ship October 4th. I called Boost to check if the phone was still shipping, they said the order was canceled and told me I should be receiving a refund. October 12, i called Boost again, they said that the refund shouldve came OCTOBER 7TH. It never came at all, so I told her it never came. She had me fill out a lost refund form. I still never received a refund to my bank, I tried contacting cash app support they denied me. I want my refund.
Business Response
Date: 11/07/2024
November 7, 2024

Mr. Forest Degraphenreed
******************
******************************;

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

Dear Mr. ************************ October 14, 2024, we received your complaint, dated October 14, 2024, filed with the Better Business Bureau.

You said you ordered an iPhone 16 Pro Desert 256 GB on September 17, 2024, with a $1,000.00 discount. After speaking with a representative, your payment was processed. However, on September 19, 2024, you received an email saying that your order was canceled for security reasons, and you would receive a refund in 7-10 days. You waited for the time frame given, but no refund arrived. When you called customer care, they initially said the order was not canceled and would ship on October 4, 2024; however, you were told later that the order was canceled and you should receive a refund. By October *******, we confirmed that the refund should have arrived by October 7, 2024, but you still have not received it. You filled out a lost refund form and contacted ******* support, but your claim was denied. You would like to receive a refund,as your order was canceled before it was fulfilled.

When we spoke on the phone on November 7, 2024, I let you know that I was working on either having a refund issued or the iPhone delivered. I created a ticket to have this addressed and will update you once I receive more information. You said that you accepted this resolution and you look forward to hearing from me.

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:10/13/2024
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.
On 10/12/2024 I ported my number from ******* to Boost Mobile. I paid $35.00 for activation and $60.00 for a month billed in advance. After leaving the store driving on the hwy the phone stopped working. ** i went to another boost store but the line was long and only had one ***. ** I went to another boost store. He told me it was my phone and i had to buy a new phone which i did. After 5 hours 2 tickets was created, then service started working. After I left the store at 9pm and arriving at the house there was no service on the new phone. Today 10/13/2024 I took the phone back to the store and the *** was heated to see that the service again was not working. I told the *** i can not go with out a phone and i need to go with another cell provider. *** stated he had to get the phone working first to get a transfer pin. After getting the transfer pin the *** apologized about it and refunded me for the phone. I asked the *** on the phone about my $95 the day before she stated i would have to go back to the store where i first started out. Went to the store The *** called Boost mobile and the told me that i was not going to get back my refund cause i cancelled the account. Supervisor ID: ***
Business Response
Date: 11/05/2024
November 4, 2024

Mr. ***** **********
****************** NW, 242
*******, ** 30305

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

Dear Mr. ********************* October 14, 2024, we received your complaint, dated October 13, 2024, filed with the Better Business Bureau.

You said that you opened an account on October 12, 2024, but you encountered service issues. After visiting two separate retail stores, these issues could not be resolved; therefore, you ported your phone number out to another carrier within three days. You requested a $95.00 refund.

Retail stores are independently owned and operated; therefore, services and/or technical support provided by store representatives is not logged or monitored by Boost Mobile, L.L.C.

We have no record of you requesting direct technical assistance from customer care,which would have given us the opportunity to assess and solve the problem; therefore,your request for a refund is 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

                ****** ********
Initial Complaint
Date:10/13/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a Boost Mobile customer for over a decade. I purchased a new phone from them in August, not realizing that even though I was a long-time customer, their policy was to keep the phone network-locked for 12 months. I am travelling out of the country and bought a pre-paid SIM card to be able to use my phone. When I found out my phone was network-locked, I reached out to them and explained the situation, on 10/13/2024, offering to pay a fee to have it unlocked, or even pre-pay the remainder of the 12 months. The first representative, ******, advised that this would not be an issue, and offered to unlock the phone for free, but did not follow through. The second representative I spoke with insisted that no one in all of Boost Mobile was physically capable of unlocking a phone before 12 months.
Business Response
Date: 11/06/2024
November 6, 2024

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

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

Dear Mr. **************** October 14, 2024, we received your complaint, dated October 13, 2024, filed with the Better Business Bureau.

You said you purchased a new device in August 2024, not realizing it would be network locked for 12 months. You contacted us to unlock the device, as you would be traveling out of the country and wanted to use ****** offered to prepay for the service for 12 months, but your request was still denied.

When we spoke on November 6, 2024, I informed you that Boost Mobile will unlock a device under the following circumstances:

?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months

As an exception, your unlock request has been granted;please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile SIM card inserted.

Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

We regret any inconvenience you may have experienced.

Sincerely,

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

cc:           ****** /******* Better Business Bureau
                ***********************************************************************

****** ********
Customer Answer
Date: 11/06/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****

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