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

4,964 total complaints in the last 3 years.
1,517 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:09/26/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Boost mobile current offers a phone, ******** G Stylus 5G - 2024, for buy now at *****, which I've been trying to order. At one point I placed an order around 8/8/24, which was being processed then all the sudden it got canceled by them a couple days later. I've since been contacting customer service ***eatedly trying to get this phone. First they said it was an issue with the email on file, so we changed it..tried ordering again a few days later..fail again. Call customer service again, they think it's my card, so got a new card to pay with, failed again.. call customer service again, said mailing address issue, so added my mother's address to have it go to.. failed. Then was told type of phone out of stock. Called customer service again, and was told I don't qualify, I asked how can that be. They said I need different phone plan. No where does it say that under my dashboard. If that's the case then their is some fraud and false advertising going on. I again called around 9/9, they said they were escalating the problem and then on 9/11 I get an email with ticket number *******, asking me to call. Once again, this *** did all the same things the previous ***s did, then said they were escalating it again and I would hear something in a couple days. I give it a week, no contact. I call again, the *** said it's with another **** and I should hear something in a day or two.. guess what, week later no contact. Finally fed up, I'm filing this complaint for FRAUD AND FALSE ADVERTISING. I warned them and gave plenty of time, I'm not believing they are stalling
Business Response
Date: 10/04/2024
October 1, 2024

Mr. ***** ********
********************* E108
*******, ** 19606

Re:          BBB Complaint #********
                ************ -2024-09-21459

Dear Mr. ******************* September 26, 2024, we received your complaint, dated September 26, 2024, filed with the Better Business Bureau.

You stated that you placed an order on August 8, 2024, for a ******** G Stylus for $39.99. A few days later, the order was canceled. You attempted to place another order, but you were told the issue was your card despite you trying several different ones. You requested to receive the device.

For further information as to why the order from August 8, 2024, was canceled, please contact our order integrity team at ************** or ******************************.

Please note, the order you attempted to make with customer care on August 19, 2024, was canceled because your desired payment methods were not being accepted, which is not something we control. At this time, your options are to try to place another order with a different payment method or visit a local store.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 10/05/2024

Complaint: 22342062

I am rejecting this response because:I don't believe my bank rejected it, when it's the same payment card, your company debits monthly, and it had no issue before or since that incident. I beli3ve it got rejected after your company realized I didn't qualify for it after you changed the qualifications. Why have 3 different cards been unable to process this after this first issue, one of which is a top 5 credit card company.

Sincerely,

***** ********
Business Response
Date: 10/21/2024
October 18, 2024

Mr. ***** ********
*************************
*******, ** 19606

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

Dear Mr. ******************* October 17, 2024, we received your rebuttal, dated October 17, 2024, filed with the Better Business Bureau.

You rejected our response stating that your payment cards were not the problem, as you tried three different cards with the same result. You said the qualifications were changed in our system causing your order to be rejected.

As stated previously, for information and assistance regarding the reason that your order is being rejected, you must contact our order integrity team at ************** or ******************************.

Sincerely,

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

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

                ***** *****
Customer Answer
Date: 10/22/2024

Complaint: 22342062

I am rejecting this response because:here are snapshots of my dashboard for my account. When I select shop phone, I browse my options and try getting your promo phone for $39.99. I select this promo phone and as you can see, it never says that j need to be in different plan to qualify for this as you can see from my picture. However, that is exactly what I'm being told, is the reason why my attempts to buy this won't go through. Ive included a picture of the email from your incident managrt, telling me that i need to change plan to get your advertised phone. This is why I claim this is fraud and false advertising. The incident manager keeps telling me there is nothing that can be done. She said that she has final say.

Sincerely,

***** ********
Business Response
Date: 11/04/2024
November 4, 2024

Mr. ***** ********
*************************
*******, ** 19606

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

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

You stated that you are still not able to place the order, and have been given many different reasons for its failure.

We spoke by telephone on November 4, 2024. We discussed options for correcting the issue to allow you to purchase the device. You agreed to call me back.

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:09/26/2024
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 paid $7 a month for insurance. They refuse to honor my insurance claim or refund my insurance payments.
Business Response
Date: 10/17/2024
October 7, 2024

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

Re:          BBB Complaint #********
                ************ -2024-09-21463

Dear Mr. ******************** September 26, 2024, we received your complaint, dated September 26, 2024, filed with the Better Business Bureau.

You said that you paid for device insurance, but your claim was denied. You also indicated that your request to have premiums was also denied; therefore, you want Boost Mobile to issue a replacement.

Although insurance payments are paid through your Boost Mobile account, we are not the insurer or underwriter nor do we retain the proceeds.The decision to deny your claim rests solely with the insurer, Likewize Device Protection; therefore, any disputes you have regarding device protection will need to be resolved directly with them.

Sincerely,

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

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

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

Customer Answer
Date: 10/18/2024

Complaint: 22341947

I am rejecting this response because:
I need this matter to be resolved.

Sincerely,

****** *********
Initial Complaint
Date:09/25/2024
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.
cancelled service, company refuses to allow me to pay the bill online or mail me a physical bill, i will NOT give my credit card details out to some random foreign person on the customer support line to get my identity stolen. company has 24 hours for someone from the ************* at corporate headquarters to call me via phone to resolve this or i will file a lawsuit.
Customer Answer
Date: 10/08/2024
corporate office representative ***** lied to my face about being able to pay a bill at a local store location and refused to allow me to pay my bill via any safe, secure method. company repeatedly refuses to actually make good faith attempts to allow me to pay a bill, this is a separate issue from the previous complaint as it now involves a complaint against a corporate office representative that is separate from initial.
Business Response
Date: 10/17/2024
October 8, 2024

Mr. ****** ******
****************************
*******, AR 72112

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

Dear Mr. ***************** September 26, 2024, we received your complaint,dated September 25, 2024, filed with the Better Business Bureau.

You said that you refuse to provide your credit card number to pay your bill. You also said that Boost Mobile has 24 hours for a corporate representative to call to resolve an issue or you will take legal action. You demanded a paper bill be mailed to you and a secure method of payment provided. You also want financial compensation for breach of contract and not allowing you to pay the balance of your account.

When we spoke today, I explained that we do not issue paper bills and we do not have a payment processing center to process negotiable items, such as a check. You added that we are in breach of contract because we did not ask for your consent to combine Boost Infinite and Boost Mobile under the Boost Mobile brand. I informed you that Boost Mobile and Boost Infinite are registered trademarks of Boost Mobile, L.L.C. and the combining of brands under one name was a corporate decision and does not affect your obligation to pay your bill. Your current account balance of $821.53 is valid and due immediately. At this time, we offer secure payments through our credit card payment system, but this must be done by calling customer service at **************.

Sincerely,

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

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

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

Customer Answer
Date: 10/17/2024

Complaint: 22340396

I am rejecting this response because: i will not give my credit card details to some random foreigner that you pay $1 a day so that they can steal it, you also said you would email me with alternate payment options and have not done so, so you committed fraud, a felony. i reject your companies response and i am personally publically accusing you and your company of multiple felonies.

Sincerely,

****** ******
Customer Answer
Date: 10/29/2024
during the phone call, he said he would email me with alternative payment methods, no such email ever came and no alternative payment method was ever provided, so the company committed fraud even during the dispute resolution process.
Initial Complaint
Date:09/25/2024
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 customer for 1 year, I am attempting to leave by porting my 2 numbers to a new carrier. After 4 phone calls, I have still not received a working port out pin for my phone number to be able to port it out to my new carrier. Their system is obviously not working as it is supposed to come via text, and never does. I was provided verbally a port-out pin which also did not work. An agent the day prior told me it isnt even possible to verbally provide the pin, as it is system generated. I feel that my phone number of 15+ years that I use for business is being held hostage by these incompetent bad actors.
Business Response
Date: 10/04/2024
October 1, 2024

Mr. ***** ******
******************************
********, TN 37861

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

Dear Mr. ***************** September 25, 2024, we received your complaint, dated September 25, 2024, filed with the Better Business Bureau.

You said that you have been trying to port your two phone numbers to a new service provider, but we are not providing you the porting PINs necessary to do so. You requested your numbers be released.

Please note that phone number portability is regulated by the ********************************* (***) and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include but is not limited to: account number, account holder's name, phone number, five-digit ZIP code, passcode or the PIN that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with *** guidelines.

A review of your account reflects that you were able to port out the number ending in 5829 on September 23, 2024, and the number ending in 6629 on October 1, 2024.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 10/04/2024

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.

This company needs to review it's processes however as I spent over 5 hours trying to port one of numbers.

Sincerely,

***** ******
Initial Complaint
Date:09/25/2024
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 9/22/24 I paid my phone bill with boost mobile and spent over 3 hours on the phone with them being hung up on REPEATEDLY I tried to activate a iPhone 16 plus, galaxy z fold 3 and a phone I bought all through boost mobile. And they COULDN'T ACTIVATE any of them and after ***eated arguments they were unwilling to send me a new *** card for FREE because they updated their towers which is what the *** told me. She said it would be $10 when they didnt even inform me of the *** CARD CHANGE. She also promised met next month free because I basically have paid for nothing I log on to my boost app and the never applied the credit and Im still stuck without a phone, *** card they keep saying go in a store, go in a store and I am immune compromised I am not going in a store with st***, covid and the flu going around. Im disgusted by how Ive been treated and now today on 9/25/24 I have wasted another hour on the phone with this company. Send me my *** card, give me my free month or I want ALL my money back.
Business Response
Date: 10/11/2024
October 2, 2024

Mr. Brandon West
547 Orchard Ave.
Beckley, WV 25801

Re:          BBB Complaint #22340229
                533089076375 - 2024-09-21613

Dear Mr. West:

On September 27, 2024, we received your complaint,
dated September 25, 2024, filed with the Better Business Bureau.

You stated that on September 22, 2024, you paid your
bill and tried to activate three different devices; however, you were unable
to. You said you were then told we would not send you a free replacement SIM
card and you would be charged $10.00 for one. You also said you were promised a
free month of service. You requested a free SIM card and a free month of
service or to be refunded all the money you have paid.

A review of your account reflects that when you
contacted customer care on September 22, 2024, they advised you that the Moto G
Stylus you were trying to activate was not compatible with the current network
you are on. You were also advised that we are unable to activate the Galaxy Z
Fold 3 by eSIM. We offered to send you a physical SIM card; however, the chat was
ended, as you were unresponsive. On September 25, 2024, a replacement SIM card
was ordered at no cost to you. As you have indicated you have not received it,
another has been ordered.

We are unable to validate your claim that you were
offered a free month of service.

In the interest of customer service, a credit of
$15.21 has been applied to your account.

We regret any inconvenience you may have experienced.

Sincerely,

Brittany Severson
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           Denver
/ Boulder Better Business Bureau
                3801
E. Florida Ave., #350
                Denver,
CO 80210

                Nicole
Steffani
Initial Complaint
Date:09/25/2024
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 preordered the iphone 16 pro on 09/13 and decided on 09/16 that my current phone is capable of running another year, so I decided to cancel the preorder. The funds cleared my checking account for the order and was never refunded back. I spoke to an agent the week of the 17th and they told me that the funds are sitting in my account that was created when i placed my order. I requested the funds to be returned to my original form of payment and hey told me it would be in my account by 09/20 at the latest. I called in again on 09/20 and was advised that I needed to wait another 3 business days and again no money was refunded back. I called today (09/26) and was told that a ticket was never opened and that they are sorry and will open one today and will take 7-10 days for the refund to hit my account but they also told me to call back in a hour to get the ticket number as it takes this long to be updated. I asked to speak with a manger and I was routed to **************** of resolutions team and he told me the same thing. This is unacceptable for one that i need to call back in for a ticket number and 2 that this wasnt already resolved.
Business Response
Date: 10/17/2024
October 10, 2024

Mr. **** *******
**********************
*********, FL 34741

Re:          BBB Complaint #********
                ************** -2024-09-21409

Dear Mr. ****************** September 25, 2024, we received your complaint, dated September 25, 2024, filed with the Better Business Bureau.

You stated that on September 13, 2024, you preordered the iPhone 16 Pro; however, on September 16, 2024, you elected to cancel this order. You mentioned that despite contacting customer service several times, you have yet to receive a refund.

Boost Mobile devices purchased through ********************************* may be returned within thirty days of purchase, subject to the policies, terms and procedures listed in our return policy. Approved returns will receive a refund of the purchase price (excluding charges incurred for wireless service). Terms of our return policy are subject to change and apply only to Boost Mobile wireless products purchased from *********************************.

A review of your account reflects that on September 26, 2024, a refund of $1,182.89 was issued to the card ending in 1795.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:09/25/2024
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.
On 09/14/24 I signed into Boost Mobile online to check my account and it indicated that Im due for a phone upgrade. I clicked on it and they have a promotion for the new iPhone 16 it gives you the option to pay 0 and be financially charge a monthly rate base on the phones gigabytes or if you want pay the total amount and get a free year of service. I decided to pay the entire lump sum for the iPhone 16 256 gb after that it indicates the ship date will be 09/19/24 and pre order now. I finally got my iPhone on 09/23/24 and i activated it on 09/24/24 and I reach out Boost mobile customer service to discuss the free year of service. They looked into my issue and they quickly informed me that this promotion is only for new customers and is not for existing customers. I indicated that this is very misleading as no red flag came up while I was making the purchase. Nor did it indicate while making my purchase on Boost Mobile online to please note you are not entitled for this promotion. I asked to speak with a manager and I was told by customer service that there is no management or director for me to speak to as there is none within Boost Mobile. If I knew that I wasnt going to get this offer I would have chosen to pay 0 and follow up with monthly payment plan of $25.83 along with my monthly bill!
Business Response
Date: 10/11/2024
October 2, 2024

Ms. Iris D. Ayala
176 Grafton Ave., Fl. 2
Newark, NJ 07104

Re:          BBB Complaint #22335486
                558016719068 -
2024-09-21528

Dear Ms. Ayala:

On September 27, 2024, we received your
complaint, dated September 25, 2024, filed with the Better Business Bureau.

You stated that on September 14, 2024, you
were notified you were eligible for an upgrade. You elected to purchase the
device in full to receive a free year of service. You activated it on September
24, 2024; however, when you contacted customer care, you were informed this
offer was only for new customers and you were not eligible. You also expressed dissatisfaction
with the customer service you received. You requested the offer be honored.

Boost Mobile customers, new and existing,
who purchase their device and pay for it in full, will receive a $25.00 monthly
credit for 12 months. Credits will
start on the one-month Monthly Recurring Charge (MRC) date. Postpaid customers
who purchase their new device between their bill creation date and due date
will see the first credit on the bill generated after the purchase.

A review of your account reflects that you purchased the
iPhone 16 in full and selected the $50.00 unlimited plan, which means that you
will receive the first $25.00 credit on October 20, 2024. Please note that you
are able to change to the $25.00 unlimited plan and your service would then be
free for the full year. It is also worthy to note the other differences between
the two plans. For more information, please visit https://help.boostmobile.com/docs/unlimited-plans.

We regret any inconvenience you may have
experienced.

Sincerely,

Brittany Severson
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           Denver
/ Boulder Better Business Bureau
                3801
E. Florida Ave., #350
                Denver,
CO 80210

                Nicole
Steffani
Customer Answer
Date: 10/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22335486, and find that this resolution is satisfactory to me.

Sincerely,

Iris D Ayala
Initial Complaint
Date:09/25/2024
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.
Bought a new phone that never worked. The store would not return the item after not issuing me a receipt for the item and when I returned they told me I was past their 7 day return policy.
Business Response
Date: 10/21/2024
October 16, 2024

Mr. **** *******
*******************************
*********, IL 60517

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

Dear Mr. ****************** September 27, 2024, we received your complaint, dated September 25, 2024, filed with the Better Business Bureau.

You stated that you purchased an iPhone 12 64 GB from a retail store. You found that their return policy allowed only seven days to return a device. You requested to receive a refund.

All Boost Mobile retail stores are independently owned and operated, and set their own policies regarding equipment returns and refunds. As your payment was made to the retail store, only the retail store can provide a refund.

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:09/25/2024
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.
I purchased phone from boost it didn't work from the beginningni asked for new phone they said I had to contact company wrong. I did anyway I was promised a new phone Ni never received any phone. When I contacted Mgr ********* she was t rude said ********** would contact me. never happened. My phone was under warranty when I first c contacted them. I'm upset I lost a big job because my phone was not working they cc couldn't reach me. I am demanding credit. I've switched c companies and purchased a new phone
Business Response
Date: 10/17/2024
October 5, 2024

Ms. ****** *******
430 Memory Ct.
*******************

Re:          BBB Complaint #********
                ************ -2024-09-21529

Dear Ms. ****************** September 27, 2024, we received your complaint, dated September 25, 2024, filed with the Better Business Bureau.

You said that you purchased a device from ********************, but it did not work. You maintain that although you were promised a new device, you never received it. You also stated that a manager was rude to you. You are requesting a credit.

As you did not subscribe to Boost Protect, you would have had to go through the manufacturer for a replacement device, and whether or not you receive a new device is up to their discretion.

Since you no longer have Boost Mobile service, your request for a credit is declined.

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,

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

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

                ****** ********
Initial Complaint
Date:09/24/2024
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 was overcharged by Boost mobile by a total of $19.16... on 8-22-24 and 9-22-24 Boost mobile added extras to my account which i never signed up for, then tried to bill me for it. Which is illegal.. i discovered this and immediately contacted customer service via online chat.I contacted their customer support and they agreed it was their mistake by the store and refunded only $11.00...they said they cant refund $8.00 for phone insurance whcih I declined , yet they chose to ignore that and add it to my account , then proceeded to charge me for it- which is illegal. Im asking that boost refund the $8.16 they charged for for this service that i never signed up for and i did decline..boost states the it was in the order- I maintain that i declined insurance... so its my word vs theirs... ITs shameful that they are doing business in this manner...i asked boost for any proof of their claim that "i signed up for it" they have none. no signature- nothing. just their word on an order which i told the clerk i decline insurance.. Boost just cant add insurance after declining and then say i asked for it..
Business Response
Date: 10/04/2024
September 25, 2024

Mr. ******* *******
***********************
*********, ** 28470

Re:          BBB Complaint #********
                ************ -2024-09-21401

Dear Mr. ****************** September 25, 2024, we received your complaint, dated September 24, 2024, filed with the Better Business Bureau.

You stated that you have been overcharged $19.16 between August 22, 2024, and September 22, 2024. You indicated that extras were added to your account without your consent. You received an $11.00 credit, but the additional $8.00 was denied, as you were advised you added the ************* said that since you declined the insurance, you requested a billing adjustment.

A review of your account reflects that you chose to add Boost Protect to your account on August 22, 2024, at a retail location. You paid $8.00 cash at the time to add it. On September 21, 2024, you subscribed to premium visual voicemail through your device and you were charged $3.16. On September 24, 2024, you were provided with a courtesy credit of $11.16 to cover the Boost Protect charge and premium visual voicemail charge for September 2024.

As our records reflect Boost Protect was added to your account at a store and you paid cash for it, we decline your request for any further billing adjustment.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 10/05/2024

Complaint: 22336032

I am rejecting this response because: i was charged by boost at the store for something that i declined. Boost mobile seems to want to add things to my bill without my consent... it was verbally declined..... boost mobile will say it was verbally accepted... so of course its my word against theirs. They are lying. I have been a boost mobile customer for 20 years. I will no longer. If $ dollars is more important to boost over keeping my business then so be it. There are many many other carriers out there to choose from... Boost is lying, they made a mistake by adding something to my account which i declined , and i didnt realize it was added until i filed my complaint... That is illegal... THey will lie and say i asked for it.. which is a lie to get out of this,, my word against theirs,, CAN YOU SAY "'CONSUMER PROTECTION !!! ""

Sincerely,

******* *******
Business Response
Date: 10/21/2024
October 17, 2024

Mr. ******* *******
***********************
*********, ** 28470

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

Dear Mr. ****************** October 17, 2024, we received your rebuttal, dated October 17, 2024, filed with the Better Business Bureau.

You said that you rejected our previous response because you did not agree to the insurance, but it was added anyway. You indicated that you were overcharged $19.16 and credited $11.16. You continue to request a refund for the difference of $8.00 or you will move to another provider.

As stated in the previous response, a review of your account reflects that you chose to add Boost Protect to your account on August 22, 2024, at a retail location. You paid $8.00 cash at the time to do so. On September 21, 2024, you subscribed to premium visual voicemail through your device and you were charged $3.16. On September 24, 2024, you were provided with a courtesy credit of $11.16 to cover the Boost Protect charge and premium visual voicemail charge for September 2024.

Boost Mobile does not arbitrarily change, modify or add services or products to accounts without the customers consent, unless the action is related to nonpayment. Retail stores are authorized to sell Boost Mobile products and services; however, they are independently owned and operated and have no other affiliation with Boost Mobile L.L.C. Any disputes concerning a transaction conducted with a retail location must be resolved directly with the stores management team. All monies exchanged with a retail store, other than payments for cellular service, is retained by them.

As a courtesy, I applied a credit for $8.00 to your account.

Sincerely,

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

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

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

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