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:09/24/2024
Type:Product 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.
Aug 11 I called boost mobile to see if my phone was compatible before I got the service. Agent I believe his name was Heke told me my phone was compatible and that he would send my sim card in 3 to 4 days. I paid $25.25 for services and got a free service for the 2nd month if I paid now. Sim card arrives I called tech support to activate my phone and transfer number. When the agent tried to activate my line it states my phone was not compatible. So now I'm mad because the agent lied and said it was. So I told the tech department just cancel and send me my money back. He told me to go to the store and make sure that's the issue (the sim card). Went to the store on ***************** and the agent there told me the same thing it's nots compatible. So now I'm furious. I called ****** service back and was told they couldn't refund me to cancel with my bank. Bank didn't have enough info to give me back my money so they declined my refund. So now I'm out of $25.25 for services I never got. Tried again and spoke to ***** in the loyalty department and she said I didn't qualify for the 30 day money back guarantee. I cancelled same day I found out my phone didn't work with mobile. Advised to check recording and notes she said they didn't have anything in my account. Who does this? Ask for supervisor she said she was the one who in charge and couldn't do anything. There no telling how many people they got over knowing that they can't provide service. I just want my money back
Business Response
Date: 10/04/2024
September 26, 2024

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

Re:          BBB Complaint #********
                ************** -2024-09-21407

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

You stated that you attempted to set up services and paid $25.25. Once the *** card arrived, you found out that your device was not compatible and customer care denied your refund request, as you were advised you do not qualify for the 30-day money-back guarantee. You requested a refund.

Customers who cancel within 30 days of account creation will have the service fees refunded; activation fees, if applicable, and phone payments will not be refunded. Please note that a port-in and AutoPay are both required. For more information, please visit ******************************************************************.

On September 26, 2024, a refund of $25.25 was initiated to the card ending in 2727.

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

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. Verified Refund was given back.

Sincerely,

******* ******
Initial Complaint
Date:09/24/2024
Type:Delivery 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 ordered a telephone from Boost Mobile under the free phone on us. I received the phone on 9/23/24 in & ************ the evening. 9/24/24 | called Boost Mobile because they finally assigned a telephone number and the area code is not local, it's a secondary area code. I can't have a secondary area code as it is considered long distance. I called boost Mobile today, 9/24/24 in the morning and talked to 2 ***s and a supervisor, I was told that the shipping label would be mailed in 15 minutes, it has been over 8 hours and still no label. I called back and talked to 3 other people and they keep sending me to another person. I thought they canceled the line this morning and they now saying it's not canceled. They are playing games and not sending me the shipping label. Talked to another *** who stated he will give me the address over the telephone nd I told him no I need documentation, he leaves me on the phone for over 25 minutes and he hangs up on me and still left without proper instructions. The cancellation code I was given over the telephone this morning was 5121100
Desired Resolution: Refund; Return shipping label
Customer Answer
Date: 09/24/2024
I ordered a telephone from Boost Mobile under the free phone on us. I received the phone on 9/23/24 in the evening. 9/24/24 I called Boost Mobile because they finally assigned a telephone number and the area code is not local, its a secondary area code. I cant have a secondary area code as it is considered long distance. I called boost Mobile today, 9/24/24 in the morning and talked to 2 reps and a supervisor, I was told that the shipping label would be mailed in 15 minutes, it has been over 8 hours and still no label. I called back and talked to 3 other people and they keep sending me to another person. I thought they canceled the line this morning and they now saying its not canceled. They are playing games and not sending me the shipping label.
Business Response
Date: 10/17/2024
October 8, 2024

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

Re:          BBB Complaint #********
                ************** -2024-09-21405

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

You stated that you received the phone you ordered on September 23, 2024; however, when you went to activate it the following day, you were assigned an area code that is not local. You requested to return the device and cancel the line, but this has yet to be done. You requested a refund.

Our records indicate that the area codes 916 and 279 are assigned for the ********** area.

A review of your account reflects that on October 1, 2024, you were sent an email with the return authorization number and instructions on how to return the device. For more information, please visit **********************************************************. Once the device has been returned and checked in, a refund will be issued in accordance to the return policy. Please note, your account is currently pending disconnection effective October 19, 2024.

A refund of $65.00 was submitted to the card ending in 9284 under our 30-day-money-back-guarantee. For more information,please visit ******************************************************************************.

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: 10/19/2024

Complaint: 22335443

I am rejecting this response because:
I need my full refund of $137.07, no extra services were provided. Nothing is the policy states I will receive a partial refund.

Sincerely,

****** ********
Business Response
Date: 10/31/2024
October 30, 2024

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

Re:          BBB Complaint #********
76463776550250 - *************

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

You rejected our response. You requested a full refund, as your device has been returned.

You received a refund of $65.00 for the service on October 9, 2024. The remaining balance was withheld until the device was received and processed.

Our records reflect that a refund of $72.07 was issued October 22, 2024.

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.
On 9/24/2024 I port transferred my ph# ************ to Boost Mobile after I verified with the *** that the device I'm bringing is compatible with Boost Mobile Network and also verifying at ************************** that my device is compatible so I activated the sim card but I was not able to make any calls or text anyone after I paid for the monthly plan. When I called back the *** said they have to send me a code to my ph# ************ which I did not have any access to since it was already port transferred to Boost Mobile and the *** said they cannot send the access code to my email address that I gave them to sign up. So the *** transferred me to "verification" **** and the *** asked me really weird questions and simply said she was not able to verify me and I will lose access to my number. She transfer me to the supervisor who said same thing. When I asked how come no one asked questions about my demographic info submitted when activating the account, and supervisor had no answer and transferred me to sales department who transferred me to tech support and who transferred me again to account specialist team the hold time was too long I had to disconnect I waited almost 40 minutes. I was on the phone with them for about 4 hours and nothing got solved with constant transferring to one **** to another. BoostMobile simply took my phone# away from me and they said pretty much that's too bad. Get a new number. This is just not right. They would not give me any contact information to the corporate so I had to file this complaint.
Business Response
Date: 10/17/2024
October 4, 2024

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

Re:          BBB Complaint #********
                ************** -2024-09-21406

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

You said you attempted to port your phone number to Boost Mobile, but you were unable to do so. You indicated that you were unable to verify your account, and you were informed you would lose your phone number if you could not. You also mentioned that you were left on hold for long periods of time and did not receive a resolution.

Our records show your phone number ************* is active with Boost Mobile. When we spoke, you confirmed your line is active and working.

We require customers to verify their account before changes can be made to ensure only the account holder is altering an account.

We appreciate that you brought your customer service concerns to our attention for internal review, and we apologize for any inconvenience this issue may have caused.

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:Customer Service 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 applied online to start monthly services for my phone and it said I can activate my account online. When I went online to finish setting up my line it told me to call customer service if it wasnt there in an hour. I spoke with *** and they told me I could activate in 24 hours. I was not able to activate after 24 hours so I contacted *** again and they said now it will take up to 48 hours which is not in there policy. My friend just turned her phone on immediately and had no problems. Now I have a boost home I bought from boost with no service bc they wont turn my service on for no reason
Business Response
Date: 10/17/2024
October 15, 2024

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

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

Dear Ms. ***************** September 27, 2024, we received your complaint, dated September 24, 2024, filed with the Better Business Bureau.

You stated that your efforts to activate the service online were unsuccessful. You contacted customer care, but the service was still not activated after several days. You requested assistance.

We spoke by telephone on October 15, 2024. You stated that the service was activated after one week. I offered you a credit of $25.15 for the inconvenience, which you accepted as a resolution.

Sincerely,

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

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

                ***** *****
Customer Answer
Date: 10/23/2024

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: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 started with boost in May. Since day 1 I had reception issues. I have called over 20 times. Each time being put on hold for up to a hour. Speaking to several departments. Been hung up on. Not listened to and no one ever willing to resolve my issues. Only being told they cant do anything with it being past the 30 day refund ***** I have had the worst service and reception I have ever had in my life. I've dropped calls, had people tell me it sounds like I'm under water, and robotic. This has been going on for about 4 months. Then in the last 2 week I stopped receiving text from any number that is not apple. I was told last week finally because of how many times I have called and conplained someone was going to try to get them to issue a refund for my phone or let me return it. I didn't hear back so called again to follow up and was told she can not do anything. She offered my 20 off and then said no she wont even give me that. I had to pay the remaining balance of 800 and additional 60 to just get out of this carrier. Then after telling 8 different people I dont receive text they sent a text to give me my port out pin. Which I didn't get. I am now on hold for the 3rd time today to try to get account verified to get my port out number. Worst company I've ever dealt with.
Business Response
Date: 10/17/2024
October 8, 2024

Ms. ****** *****
***************************
**********, ** 60193

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

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

You said you started services in May 2024, and have had problems with dropped calls and issues sending/receiving text messages. You mentioned that you were informed you could not return the device and had to make a payment to pay off the device loan. You indicated you are attempting to port out, but you have been unsuccessful in obtaining your port-out PIN. You requested a refund.

Our records indicate that you ordered the device through ****** and only had a 15-day return window. As you are outside this window, we are unable to make an exception to their return policy.

A review of your account reflects that a network configuration was completed on September 18, 2024, to improve the service. Your number was ported out on September 25, 2024, and your account subsequently disconnected.

We decline your request for a refund, as your account is beyond the 30-day-money-back guarantee window. For more information, please visit ******************************************************************************.

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:09/24/2024
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 August 26 2024 I purchased an iPhone 15 plus using boost mobile payment plan, I was approved and was told I need to pay a fee of $72.00 down which I did using a credit card. I waited a week and still no email or information about the phone, so I started calling and all the representatives could tell me is its processing and they have no other information. After several calls later and getting the run around one representative told me the phone was out of stock and I could cancel the phone and reorder at a later time. I thought by now I would have received a refund the phone was officially canceled on September the 12th and I call every day and I get the same answer which is 7 to 10 business days I just feel at this point boost mobile is not trying to return my money. I been a faithful customer for several years and I get good service with them but I want my money. Most of the representatives I spoke with had broken English which was hard to understand or had an attitude as to why Im calling every day. Maybe because you owe me money and for the inconvenience they didnt even offer an explanation or any type of deal. As I log on to my boost mobile account it still says processing which is ridiculous I dont know what happened but I want my money NOW!!!!
Business Response
Date: 10/04/2024
October 1, 2024

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

Re:          BBB Complaint #********
                ************ -2024-09-21363

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

You stated that on August 26, 2024, you placed an order for an iPhone 15 and paid $72.00. You contacted customer care a week later after not receiving the order, and you were advised the device was out of stock. You were told you could place another order at a later time, but you would receive a refund within ten business days. You indicated that the order was canceled on September 12, 2024, and you have not received a refund yet.

Our records show that the order was not canceled for the reason you were given. For further information as to why the order was canceled, please contact our order integrity team at ************** or ******************************.

On September 27, 2024, a refund of $72.54 was issued to the card ending in 3550.

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:09/24/2024
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 decided to switch to Boost Mobile since I am struggling financially. I first tried ordering online, and was going to pay about $20 that day to finance the ******* A15 with a $30 plan. There was a problem with *** not delivering it to me because I live in a big apartment complex and they required a signature with no way to contact me since *** doesn't have phones on them. *** said I had to call Boost to have the signature requirement removed. When I called Boost, they said they couldn't do it with the current order and to cancel the order through ***, and to call Boost again and have the agent remove the signature requirement and do the order over the phone. So I cancelled the order through *** except when I called Boost to redo the order (this time with a Galaxy A25) they said they weren't able to remove the signature requirement at ALL.This already was extremely frustrating. The online Boost agent suggested I could go into a local store, so I did and asked for the ******* A25 with the $30 plan.The *** told me that I'd have to pay about $100 upfront. That she couldn't do the $30 plan in store and it would have to be the $50 a month plan, and that I'd also have to pay a $35 activation fee along with the $20 for the phone. It was already MUCH higher than I was expecting to pay, and I told her I really can't afford it. She assured me that I could sign up for the $50/month plan but then go online and be able to change it to the $30 plan. She also signed me up for $8 insurance even though I explicitly said I didn't want it but said it HAD to be added (I used to work in phones and know that's a lie to make commission).And now when I go online, the ***s tell me that I can't switch to the $30/month plan because the phone was 'bundled' with the plan. I already ported my number over from ***** and now am stuck with a much higher bill than I can manage. I feel very scammed. I was expecting to pay $20 up front with my bill to be $38, not $100 upfront and $60/month.
Business Response
Date: 10/17/2024
October 10, 2024

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

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

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

You said you attempted to order a device online, but you were unable to remove the signature requirement and had to purchase a device in-store. You expressed frustration with paying a lot more, including an activation fee, and being required to have a $50.00 plan instead of the $30.00 one. You also said device insurance was added, which you never requested. You would like someone to contact you, and to receive a billing adjustment.

My attempts to contact you at ************** on October 9 and 10, 2024, were unsuccessful, but I left a message each time. I also sent an email to ******************** with a request that you contact me.

Please be aware that Boost Mobile is unable to remove the signature requirement on deliveries.

Boost Mobile retail stores are independently owned and operated; they set their own policies, so they may charge you an activation fee. Additionally, the plans that are available online may not be in the retail stores. You can view any available plans to you online.

I escalated these issues with the store in question to our Retail Escalations Team for investigation. Boost Protect was removed and a one-time credit of $8.00 applied to your account on October 9, 2024.

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: 10/17/2024

Complaint: 22330037

I am rejecting this response because:
I have tried calling and emailing several times but never received a response. I was told by an agent that the boost mobile signature request could be removed and that was not the case. I was also lied to specifically by the employee in store about the plan I was getting. Now I am still getting charges for the device that I returned because there are TWO accounts that I have. The account that is getting charged is inactive from the time I tried ordering the phone online. I returned it in transit weeks ago. The charge caused my account to be overdrafted.

I would either like to get the $30 plan I was told I was getting going forward. Or I would like a refund on the entire purchase for my actually active device and the last month of service which was out of my price range due to the deceptive sales tactics so I can go to another carrier. I was initially trying to spend $20 up front and pay $30/month plus the device fee. That was what i was told I was getting. But because i was told by the agent that they could remove the signature requirement and they couldn't and between going into the store and being LIED TO I not only paid $100 upfront for a different service than what i was told I was getting, cannot change it monthly AND am also getting charged for an account that doesn't exist for a device i never even received. This is an absolute nightmare and a scam.
Sincerely,

******* ******
Business Response
Date: 10/31/2024
October 30, 2024

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

Re:          BBB Complaint #********
                ************** -2024-10-24156

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

You rejected our response, as you indicated that you are being charged for a device you returned despite your account being inactive. You requested the $30.00 plan or a refund of the entire purchase under the 30-day money-back guarantee.

I again attempted to contact you at ************** on October 29 and 30, 2024, but I was unsuccessful in reaching you or leaving a message. I also sent an email to ******************** with a request that you contact me.

Our records show you received a $20.50 refund on September 24, 2024, for the returned device. An additional refund of $5.56 was submitted on October 31, 2024, and will be sent in the form of a check to your address above. Please allow ***** business days for processing and delivery. If this is not the correct address, please contact me directly at ************** or ********************** Please note, you are not being charged by Boost Mobile for service,since both accounts are not active.

Any available plans for you are shown in your online account,and we cannot guarantee the $30.00 plan is at your disposal. Furthermore, this particular plan is not offered in the store.

Our records show you canceled your service. 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. Additionally, you do not qualify for a refund under the 30-day money-back guarantee because you did not port your phone number in.

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: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 have been with Boost Mobile for over a decade and have experienced the worst ever from them with no real explanation or resolve. Every chat response was different than the next as to why I haven't received the phone I paid for nor have I received a refund. 8/23/24 I ordered online ******* z fold 6. I paid $133 for upgrade. I received an email that my phone would ship likely within 2 days. On 8/25 I chat with ***resentatives they said I will receive email when it ships. 8/28 I chatted and was told the same. 9/8 I chatted and was told my phone is pending shipment for 9/13 possibly due to out of stock. She set up a return call. 9/10 *** called states phone will ship 9/13 (mentions no later 9/14). 9/15 I receive a bill online states welcome with new service for ******* z fold 6. The bill shows $133 paid for phone then $26 was deducted for my normal monthly bill. Since I never received the phone but got a bill I chatted again 9/15 was told escalation working on it and i will receive a call or email. 9/17 followed up by chat I advised no call to me or email explaining where my phone is. Was told escalation working on it. 9/18 called and spoke to ***. ** states the entire $133 needs reflected on order for the phone to ship. Since my $26 monthly charge was taken out if that deposit I would need to pay the $26 to make the deposit $133 again. Ridiculous!!! I called back the evening of and was told 2 hours prior my order had been canceled. ?? 9/19 I receive an email stating PER YOUR REQUEST YOUR ORDER HAS BEEN CANCELED. I never canceled my order or requested it to be canceled. 9/20 spoke with *** that had no idea why my order was canceled. Sent me to another *** to request refund of $133 that I paid. She states I will receive refund within 72 hours. AS OF TODAY 9/24 I HAVE NO REFUND OF $133 AND NO PHONE. this is unacceptable!!
Business Response
Date: 10/17/2024
October 9, 2024

Ms. ***** ******
************************ 2C
******, IN 47304

Re:          BBB Complaint #********
                ************ -2024-09-21292

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

You stated that on August 23, 2024, you ordered a device and paid $133.00. You contacted customer care several times, as you did not receive the device. You were informed it was pending shipment due to limited stock. You indicated that on September 15, 2024, you received a billing statement showing you paid $133.00, and $26.00 was deducted and applied towards your monthly bill. You then received an email indicating the order was canceled per your request, which you said you did not do. You requested a full refund of $133.00 and to receive the device.

Our records indicate that on September *******, order #****-965292-4008 was canceled due to the item being out of stock.On October 4, 2024, a refund of $106.25 was initiated to the card ending in 4909. Please note that the remaining $26.75 was applied towards the monthly recharge for September 2024. Unfortunately, at this time you would need to reorder if you wish to receive this device.

We strive to provide excellent customer service and we regret that your experience was unfavorable.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:09/23/2024
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 9/14/2024 I was contacted by Boost to remind me of the annual upgrade that is included in my monthly contract price. After following the prompts the order was placed for the upgraded phone as allowed in the contract with Boost Mobile. On 9/23/2024 I logged into the account to get the status of the shipment that was to be sent on 9/20/2024 to show the order as cancelled. After speaking with customer service I was told the ************************** cancelled the order with no reason given and I quote "should have gotten the phone you ordered"/ I then called their ************************** and was told that their "tools" cancelled the order and due to security reasons would not give me any other information. I requested a supervisor and he advised that now the reason was I was ineligible until 9/27/2024 even thought the contract was for every 12 months and he could not provide me with where in writing it says that. In addition I asked for the reason in writing and why I was not provided information until I initiated the call. He *** said I may not get an email or anything in writing despite the request as they were in direct violation of the contract terms as agreed upon when the agreement was signed in 2023. He then refused to put me through to his manager or another supervisor stating he was the end all be all at Boost and I could not speak with anyone else. He then terminated the call despite my repeated requests to speak with his manager. The call was on 9/23/2024 for 17 minutes starting at 3:29pm PST.
Business Response
Date: 10/17/2024
October 9, 2024

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

Re:          BBB Complaint #********
                ************ -2024-09-21289

Dear Ms. **************** September 24, 2024, we received your complaint, dated September 23, 2024, filed with the Better Business Bureau.

You stated that on September 14, 2024, you received a notice regarding the annual upgrade included in your plan; however,your order was canceled without any explanation. You were informed that the upgrade would not be available until September 27, 2024, despite the agreement being an upgrade every 12 months. You also expressed dissatisfaction with the customer service you received. You requested assistance with your account.

Customers are eligible for an annual upgrade from Boost Mobile (i.e. each year that they remain on the Infinite Access plan) to a qualifying phone after maintaining at least *********************************************** good standing (including, without limitation,remaining current in their payments) for such year. For more information,please visit ******************************************************************.

A review of your account reflects that you activated services on September 26, 2023, making you eligible for the upgrade on September 27, 2024. As you ported your number out on September 26, 2024,your account was no longer eligible for the upgrade.

Our records indicate that our Consumer Protection Team canceled your order. For further information as to why the order was canceled, please contact them at **************.

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

                ****** Steffani
Customer Answer
Date: 10/17/2024

Complaint: 22327211

I am rejecting this response because: boost Mobile ported my number to another account within ******************** due to their error and mistaken handling the upgrade of the phone. In an effort to resolve my concerns, they did provide me with a new phone and upgrade to the account after recognizing their mistake. I am disappointed that they chose to respond to this, making it seem as if they are not responsible for the issues to begin with. I would like them to correct their response to reflect the action they took to correct their initial error and mistake that they chose to correct after I presented them with the evidence.

Sincerely,

********* *****
Initial Complaint
Date:09/23/2024
Type:Product 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.
9/9/24 I called because I had recently added the fourth line back to my plan and noticed the bill was $157. Spoke with someone and they couldnt help so I escalated the call and spoke with ****** who told me they would still honor the 4 lines for $100. He assured me I was all set and to disregard balance on account it would go back to normal before due date. 9/16/24 called again because I was charged $157 and escalated call spoke with ******** she explained that the plan was entered correctly but it didnt go through the system and a error occurred on the back end. She submitted Ticket #******* told me I wasnt guaranteed a refund and she wasnt sure if it would go through. Told me to wait 48 hours. Here it is 9/23/24 and I havent heard a peep from anyone. So now Im at the point where I feel lied to and no one is helping. Boost mobile stole money from me and has horrible people working in customer service that dont know how to do their jobs. All I wanted was my original 4 lines for $100 and now a refund. Ive had enough and will be canceling service. Phone number on account ************
Business Response
Date: 10/17/2024
October 7, 2024

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

Re:          BBB Complaint #********
                ************ -2024-09-21286

Dear Mr. **************** September 24, 2024, we received your complaint, dated September 23, 2024, filed with the Better Business Bureau.

You said that you added a fourth line to your Boost Mobile account because it would be $100.00 per month for all lines; however, you were charged $157.00 instead.

A review of the account shows that your plan has been adjusted to the $100.00 per month plan for all lines, as you requested.

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: 22327044

I am rejecting this response because: The bill does not reflect these changes its still showing the balance due next month is $157.55 so therefore what was stated is not true

Sincerely,

**** *****
Business Response
Date: 11/01/2024
October 31, 2024

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

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

Dear Mr. **************** October 29, 2024, we received your rebuttal, dated October 29, 2024, filed with the Better Business Bureau.

You rejected our response because the rate for all lines is still $157.55 and not the $100.00 monthly rate you agreed to pay.

A review of your account found that the fourth line you added was on a different $100.00 per month plan, which has a different plan code than the other phone lines. This has been corrected, and all lines will be on the same plan beginning with the next billing cycle. Therefore, credits have been applied to your account to adjust the current balance to $100.00.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 11/05/2024

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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