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.
1,520 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:09/23/2024
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 21, 2024 I made a purchase with boost Mobile however, upon finding out that I was leaving town later later that day I contacted them to inform them that I would be leaving town and to cancel my order. My order wasnt even processed and when I called them, they said that oh theres nothing that we can. Do you have to wait till you get the device and then send it back. I told them several times even got transferred to a supervisor and told them that I would not be in town for the delivery I was told by this supervisor that the package would need to be signed for so if I dont sign for it automatically get sent back. my first time Ive already found a dispute with my bank in my bank. Had me wait till the charges were done pending, which happened to be on a Friday and I received a call on the 23rd from my bank and I spoke to a representative from my bank and told him the situation he as well contacted boost mobile on my behalf where he was told by one of their representatives that the package would need to be signed for, and if I wont be there to sign for it, then the package would automatically be returned to them, and the money would be refunded here. It is a month later my bank is refusing to give me my money so is boost mobile. The package was never signed for as I live alone. My neighbor never signed for, and theres no signature on file saying that this package was received the person who dropped it off, decided to take a picture of the package and say that it was delivered however, there was no package the device has never been activated, and boost mobile has done nothing about this. I am waiting to be refunded from either boost mobile or my bank and it should not take 30+ days for this to happen.
Business Response
Date: 10/17/2024
October 8, 2024

Mr. ***'El *******-*********
************************
********************

Re:          BBB Complaint #********
                ************** -2024-09-21282

Dear ReyEl *******-*********:

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

You stated that on August 21, 2024, you placed an order; however, later in the day you realized you needed to cancel the order. You contacted customer care and you were informed the order could not be canceled and would have to be sent back once you receive it. You indicated you never signed for the package and although it shows as delivered,you never received it. You said that you filed a dispute with your bank since we are denying you a refund. You requested a refund be provided.

A review of your account reflects that order #****-723374-8116 is showing delivered to your address via *** tracking #1Z52A2591219834322 on August 26, 2024. If you are indicating you did not receive this order, you would need to contact *** and file a claim with them. As you disputed the charge, we are unable to process a refund.

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:09/23/2024
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.
Cell phone stopped working. 09/13/24 cell phone service, no just the run around, just 4 cell phone lines for $100.00 which I've always had for yrs with no problem. I have been taking to different **** I can barely understand what they are saying, Just being told that they have to investigate and no return call , no nothing. I went and got another phone thinking that , that was the issue no the same issue as if the phone is not on, Like when you try to dial out , it connects you to the BOOST **************** line. As, of 09/25/24 will mark 2 weeks that this line has stopped working. I was told that the tower the line is connected to is down , ok so what now, no resolution just "you have no choice but to wait" is what one associate told me. Everyone just plays dumb and *** the same words . I just want this line to work, after all I pay for monthly services. Called on 09/23/24, and was told by a *** that the number is not a BOOST number so I decided to fill a complaint.
Business Response
Date: 10/15/2024
October 5, 2024

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

Re:         BBB Complaint #********
                ************ -2024-09-21280

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

You said that your line ending in 8682 has not been working and when you make a call, it is directed to customer care. You also expressed frustration with the customer service you received, as no one contacted you to follow up on your ticket and you received the run around.

My attempts to contact you at ************** on October 4 and 5, 2024, were unsuccessful, but I left a message each time. I also sent an email to ************************* and ************************************** with a request that you contact me.

I confirmed that the line ending in 8682 is working. If further problems occur, you can contact customer care at ****************.

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:09/23/2024
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.
Request return phone since could not activate + refund of tax ********** phone no refund.Refused verifiable return location ,no one answers contact # there.Could not activate phone after ***************************************************************************** e-mail which never happed.I had to call every day and repeat the entire story over and over.Language barrier, broken English. Refused to provide supervisor or Manager.Also refused return shipping lable or to pay for return.I felt they should provide packaging and pay for shipping since their inability to activate phone..I should not have an account, I should not have an auto pay processed.Thanks for listening and I hope you can help this has caused a great deal of worry and anixity ****** **********
Business Response
Date: 10/17/2024
October 9, 2024

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

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

Dear Mr. ********************* September 25, 2024, we received your complaint,dated September 23, 2024, filed with the Better Business Bureau.

You requested a refund of the upfront cost you paid for your phone because you were not able to port your phone number in and it could not be activated.

When we spoke yesterday, you said that you were told you would receive a Return Merchandise Authorization (RMA) but never did; therefore, you were given an address for ***********, SC and you sent the phone there. I sent an email to the address on file, and you replied with a copy of the *** shipping receipt,which included the tracking number. This allowed me to confirm the package was received. Therefore, I requested a refund for $123.29, which consists of the $96.00 upfront payment, $21.73 shipping fee and the recent payment of $5.56.Please allow up to 12 days for this process to be completed.

Sincerely,

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

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

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

Customer Answer
Date: 10/29/2024
They have promised a refund twice now. And yet no refund. They wont return it to my debit card which is how they took it out. They insist on a check from a third party.

Thank you

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

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

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

Dear Mr. ********************* November 1, 2024, we received your rebuttal, dated November 1, 2024, filed with the Better Business Bureau.

You said you have not received your refund check and we will not issue the refund to your debit card, which is how it was originally paid. You indicated that we insist on sending a check from a third party.

The $21.73 shipping charge was paid to ***. Even though it may have been paid with your debit card, the funds were not sent to Boost Mobile. We cannot issue a refund to a debit card for a transaction we did not initiate. Nevertheless, a refund check was issued and sent to the address on file; however, you did not receive it. Therefore, a second refund check was issued on October 28, 2024, and sent to the same address on your complaint (***************************************).

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:09/22/2024
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.
This is not the first time Boost has deceptive practices. My wife ordered a new phone from boost a couple of years back and they sent it without a charger and she wanted to return it and get her money back and she went through h*** And hours of transferring from one agent to another until days passed and she could no longer return the phone and get her money back. She would be offered a charger and it never came. Until she got fed up and changed her service. We have been faithful customers for 20 odd years. When she switched her service they didn't want to unlock her phone and spent hours getting the run around with Boost. I don't understand why they can continue with such unethical ************ I still stayed with boost even after all of that and I needed a new phone because my old phone the charging port was not working well and so I bought the phone and transferred my boost service to the new phone and now months later I wanted to switch service and try out something new and then come back to Boost like I have done previously. Yet, again they don't want to unlock the phone that I paid for and I have no outstanding balance with them. It is really awful how they treat their old time customers. And from the looks of it, (from all the comments) they have done this many times. So I would like my phone unlocked, also. Like I see you did with previous customers. And believe me if this is how you treat your old customers, I won't be coming back.
Business Response
Date: 10/04/2024
September 26, 2024

Mr. ****** ****
*******************
***************** 29841

Re:          BBB Complaint #********
                ************ -2024-09-21175

Dear Mr. *************** September 23, 2024, we received your complaint, dated September 22, 2024, filed with the Better Business Bureau.

You requested for your device to be unlocked, as it has no outstanding balance. You also expressed frustration with the customer service you received.

The unlock policy, which is also available online, states that your device must be active with Boost Mobile for 12 consecutive months before we can unlock it. Because your device has not been active with Boost Mobile for at least 12 months, we cannot unlock it. We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it. Your device will be eligible for unlocking in January 2025.

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:09/22/2024
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 cant get any straight answers from boost mobile customer service or the supervisor on duty at the time. Today is Sept. 22, 2024. I purchased an upgrade phone at boost mobile ********************** yesterday the 21st. First thing the guy didnt install my sim card he put a new one in the phone. Is that why I got charged an activation fee. If he would of put my sim card in would there been a lesser charge and no activation fee. My phone was active already. Getting an upgraded phone they charge an activation fee. Then the price on line for ***** wasnt the same at store, the man said phone was 50 bucks. Then I have called several other boost stores in my neighborhood and asked about a charge to transfer my data to my new phone. Everyone i talked to said there was no charge, but this agent charged me 45 dollars to transfer my data. I feel deceived and cheated and defrauded by this business. So please clarify this situation for me. I feel there should be no charge to transfer data and i should be refunded. The receipt is not itemized in any way to also aid in the deception. Receipt should be itemized per amount of item. plus i feel cheated on the price of the upgrade. different prices online and in the store, what is that?
Customer Answer
Date: 10/03/2024
I would like to add that at some time during the day thursday the 26th of Sept my phone went out. It stated invalid sim card. The phone was working then suddenly gets shut off. So this complaint went to corporate boost mobile or did it get sent to boost agent at store in ************* Il on **********? Because I am assuming it went to the agent at the store who shut the sim card off because i asked for a refund in this complaint. I had my dad in a hospital in ******* with a hurricane that hit ******* and this guy shuts my phone off because i ask for a refund. See initial complaint for clarification. I had to take off of work on friday to take care of this phone matter and was on the phone with boost for at least four hours. All verifiable thru boost recorded service calls. I have loss of wages now due to this situation and definite pain and suffering the man caused me shutting off my phone. This is why I asked you for the proper authorities to file a consumer fraud complaint against this boost mobile agent. This man wont respond to you or me in this complaint if it was already sent. So maybe send to boost corporate or I may have to call them and see. So this is how boost runs customer service? Im hoping not. Boost should part ways with this agent. So please advise on the proper authorities to reach out to. I don't believe I'm the only one if this is how he runs his business.
Business Response
Date: 10/15/2024
October 9, 2024

Mr. ***** *****
************************************* 2W
***********************

Re:          BBB Complaint #********
                ************ -2024-09-21176

Dear Mr. **************** September 23, 2024, we received your complaint, dated September 22, 2024, filed with the Better Business Bureau.

You stated that on September 22, 2024, you went into a store to upgrade your phone; however, you were charged $50.00 for the device when it is showing $29.99 online. You were also charged an activation fee and a $45.00 fee to transfer your data. You requested a refund.

Boost Mobile customers activating in stores may be charged non-refundable activation fees

Boost Mobile offers online do differ from in-store offers, as Boost Mobile retail stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies.

As no funds were paid directly to us, we are unable to issue a refund; however, in the interest of customer service, a $100.00 credit was applied to your account.

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: 10/15/2024

Complaint: 22320970

I am rejecting this response because: you state the stores are independently owned and operated and they can do whatever they want as far as pricing, returns, exchanges etc. They dont have to follow any mandatory rules of operation while being an agent for your company? You seem to be walking around my questions of why didnt he use my sim card in my old phone? Is that why theres an activation fee because he put a new sim card in? Thank you for the credit but the store should be responsible for paying you or me back. Then other stores i called said no charge to move your info to new phone, This guy charges me. You need to establish parameters at your stores, not rogue agents all out for themselves. I feel frauded. You know the feeling you get when you have no phone or lost it? I lost time off work dealing with this matter. How many other people did he do this to. Not good for business or image at boost. Well I know I have other rights. Thats probably why you wont answer these questions. I really lost faith in boost. Ive been a customer for awhile now. I cant believe what should of been a pleasant good experience with updating to a new exciting phone turns into this mess.

Sincerely,

***** *****
Business Response
Date: 10/31/2024
October 29, 2024

Mr. ***** *****
************************************* 2W
****************************;

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

Dear Mr. **************** October 29, 2024, we received your rebuttal, dated October 28, 2024, filed with the Better Business Bureau.

You rejected our response, You asked why your old SIM card was not moved to your new phone, which caused you to be charged an activation fee. You also expressed concern that retail stores do not have to follow mandatory rules of operation.Although you appreciate the credit applied to your account, the retail store should pay you or us the funds they received from you.

Retail stores are required to follow Service Level Agreements (SLAs), which standardize customer service protocols and overall operating procedures;however, as independently run businesses, they are allowed to set their own pricing and fee structure to align with the same or similar businesses within their community. Aside from monetary transactions for paying your monthly bill,the funds paid to the store are theirs to retain. As stated previously, no funds were paid directly to us, which is why we are unable to issue a refund.

Sincerely,

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

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

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

Customer Answer
Date: 11/01/2024

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 as far as this agency can help me.

Sincerely,

***** *****
Initial Complaint
Date:09/22/2024
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.
I went to boost mobile 9/20 to have a line added to my bill and pay my bill. 9/22 I receive a notice that my account is suspended for non payment. I call boost for them to tell me thats not what the *** did and my bill is still due 120$.Two days ago I gave boost money to pay my bill and it was not done The phone *** told me Im paying full price for 2 days of service on a phone that hasnt even been given to my son yet and my phone line is off. This is not what companies should be doing, where did my payment for my bill go, Im so upset
Business Response
Date: 10/15/2024
October 14, 2024

Ms. ***** Jacques ************************************************************************************************************************************ BBB Complaint #********
                ************ - *************

Dear Ms. ******* ******:

On September 23, 2024, we received your complaint,dated September 22, 2024, filed with the Better Business Bureau.

You said that on September 20, 2024, you visited a Boost Mobile retail store to add another line to your account and pay your bill. On September 22, 2024, you received notice that your account was suspended due to non-payment. You contacted us and you were told you paid for two days of service on a new phone.

A review of your account indicates that on September 20, 2024, a third line was activated on your account two days before the end of your current billing cycle. You paid $3.87 for the new line for service from September 20, 2024, through September 21, 2024. On September 22, 2024, you were billed for the next month of service for three lines totaling $120.00 and this covered the next month of service.

Prior to this, you made an $80.00 payment on August 21, 2024, that covered service for two lines from August 21, 2024, through September 21, 2024. I did not find that you were charged for service not provided.

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:09/21/2024
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.
Subject: Request for Immediate Termination of Contract Due to Defective Phone and ****************** Dear Boost Mobile Customer Service,I am writing to formally express my frustration and dissatisfaction with both the phone and service I have received from Boost Mobile, which are less than 90 days old. Since the start of my service, I have encountered significant and persistent issues that render the phone and service virtually unusable. These issues include:The phone frequently and unexpectedly goes into SOS mode, leaving me without any service.I am unable to send or receive calls and text messages, which defeats the purpose of having a phone.The phone repeatedly drops calls, even when I am in areas with supposed good coverage.The service is non-functional about 80% of the time, making it extremely unreliable.I have already spent considerable time troubleshooting these issues with your technical support team on numerous occasions, yet none of these efforts have provided a lasting resolution. I cannot continue with a service that fails to meet basic functionality standards.Therefore, I am requesting an immediate termination of my contract, as the phone and service are defective, and I am not receiving the quality of service I was promised. Please confirm that the contract will be canceled and provide instructions on returning the device if necessary.Thank you for your attention to this matter. I expect a prompt and satisfactory resolution.Sincerely,**** ****** ************
Business Response
Date: 10/11/2024
October 9, 2024

Ms. Amya Dozier
37115 McKinney Ave., Apt. 303
Westland, MI 48185

Re:          BBB
Complaint #22319977
                2024-09-21172

Dear Ms. Dozier:

On September 23, 2024, we received your complaint, dated September
21, 2024, filed with the Better Business Bureau.

You stated that you have consistently poor service quality
on calls. You requested that the service be terminated and arrangements be made
for the return of the device, if necessary.

Your device was purchased through Amazon; as such, it can
only be returned to Amazon. Boost Mobile is not able to make exceptions for
orders placed through Amazon.

Your device was financed and currently has an outstanding
balance of $1,458.32. You are able to port your phone number to another carrier
at any time; however, the outstanding balance would be charged to the account
after its closure. The device will remain locked to Boost Mobile until this
balance is paid in full.

We apologize for any inconvenience you may have
experienced. We urge you to continue to work with our technical support team
and the manufacturer of the device to resolve the technical issues you are
experiencing.

Sincerely,

David Rikkers
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

                David
Laslo
Initial Complaint
Date:09/21/2024
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 ordered phone service through there website. They advertise as a modern service supporting modern phones. According to their customer service my ****** Pixel 8 Pro (this year device) isn't eligble for their service so I can't activate despite their fraudulent advertising.I spent over an hour on the phone with ZERO resolution. The support who barely spoke any english refuse to offer refund or to activate device saying they had no options.This is a scam to fraudulently advertise phone carrier support but only offer support for 2 device ******* Galaxy and old iPhones.I want a full refund and cancelation because I have spend the past 2 hours dealing with this and have had zero progress and zero customer service. This is the worst network in the ************* and is not a production ready network as advertised. MOST MODERN CARRIERS HAVE YOU ENTER YOUR IMEI DURING THE ORDER PROCESS TO ENSURE THE DEVICE IS SUPPORTED ON THEIR NETWORK. **** SINCE BOOST IS STILL NOT A PRODUCTION READY NETWORK THEY HAVE NOT ADDED THIS LIKE EVERY OTHER NETWORK.
Business Response
Date: 10/01/2024
September 25, 2024

Mr. ***** ****
2108 Ajay
*******, TX 75092

Re:          BBB Complaint #********
                ************** -2024-09-21171

Dear Mr. *************** September 23, 2024, we received your complaint, dated September 21, 2024, filed with the Better Business Bureau.

You said you ordered service and were unable to activate the device because you were informed it is not ************** indicated that you were unable to check the compatibility on our *********** requested your account be canceled and to receive a refund. You also expressed dissatisfaction with the customer service you received.

In order to receive a refund under the 30-day money-back guarantee, you must have ported your phone number into Boost Mobile. Because you did not do this, you do not qualify to receive a refund. In addition, your service was never activated.

You are able to confirm if a device is compatible with Boost Mobile by going to ********************************************************** and entering the **** number. It is your responsibility to confirm compatibility before establishing an account.

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:09/21/2024
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.
Transactions for July August and September 2024 Boost Mobile has charged my account for 3 months regarding 2 telephone lines that were not activated or used. I have contacted them multiple times to disconnect/discontinue service. Boost Mobile refuses to do so until Oct 8, 2024 in order to continue billing.
Business Response
Date: 10/15/2024
October 10, 2024

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

Re:          BBB Complaint #********
                ************ -2024-09-21169

Dear Ms. ***************** September 23, 2024, we received your complaint, dated September 21, 2024, filed with the Better Business Bureau.

You stated that you have been charged for three months of service for lines that you did not activate or use. You mentioned you contacted customer care multiple times requesting to cancel, but we refused to do so until October 8, 2024. You requested a refund.

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.

A review of your account reflects that the first line was activated on June 8, 2024, and the second line on June 12, 2024.On July 10, 2024, you requested one line be suspended due to the device being lost/stolen and on July 11, 2024, the services were suspended. We did not receive a cancellation request from you until September 9, 2024, after the automatic payment had already withdrawn for the month, which is why the disconnection was set for October 8, 2024.

On October 9, 2024, a total refund of $50.84 was issued to the card on file. We are unable to issue a refund for the payments that were taken on July 8, 2024, and August 8, 2024, as our records indicate you have disputed these payments with your financial institution.

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: 10/16/2024

Complaint: 22319330

I am rejecting this response because: Only 2 payments were received in Oct: ***** and 5.09. Additionally, the services were never used.

Sincerely,

***** ******
Business Response
Date: 10/29/2024
October 29, 2024

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

Re:          BBB Complaint #********
                ************ -2024-10-24062

Dear Ms. ***************** October 29, 2024, we received your rebuttal, dated October 28, 2024, filed with the Better Business Bureau.

You said you only received $15.25 and $5.09 and you have not used the service.

I confirmed a refund totaling $50.84 was issued to your ****** account on October 9, 2024. Please contact them for further assistance. Because you disputed the charge of $30.59 (for payments made in July and August 2024), it was returned to the card used. Because the dispute was won in your favor, meaning the funds were returned to you; therefore, we are unable to issue a refund.

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:09/21/2024
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 Boost Mobile $60 for phone payment to have my husband's phone turn back on. I taught you six different people including two supervisors and not alone could turn my phone back on. I asked for a refund and they refused to give me a refund. They could not turn my phone back on I just want my money back.
Business Response
Date: 10/15/2024
October 3, 2024

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

Re:          BBB Complaint #********
                ************ -2024-09-21167

Dear Ms. ********************* September 23, 2024, we received your complaint, dated September 21, 2024, filed with the Better Business Bureau.

You said that you paid $60.00 to have your husbands service restored, but it could not be done. Therefore, you requested a refund, but it was denied.

Our records show that the account has since been cancelled. The dispute that you filed with your bank was successful and the $60.00 was credited back to your credit card account.

Sincerely,

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

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

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

Customer Answer
Date: 10/16/2024

Complaint: 22319144

I am rejecting this response because: I have not received any refund. I just want my $60 to my account which I have not received yet.

Sincerely,

***** **********
Business Response
Date: 10/23/2024
October 22, 2024

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

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

Dear Ms. ********************* October 21, 2024, we received your rebuttal, dated October 21, 2024, filed with the Better Business Bureau.

You rejected our response, as you still have not received your $60.00 refund.

As stated in my response to your first complaint, dated October 3, 2024, a dispute was filed with the card issuer/financial institution and the funds were posted back to the account on or about September 28, 2024; therefore, you have already received the funds: no additional refund will be issued.

Since September 28, 2024, was a Saturday, I recommend that you consult with your card issuer/financial institution regarding this transaction posting to your account.

Sincerely,

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

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

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

Customer Answer
Date: 10/23/2024

Complaint: 22319144

I am rejecting this response because: I have NOT received any refund from Boost Mobile and I talked to my bank and there nothing they can do. I just want my $60 back from Boost Mobile

Sincerely,

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

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