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.
1,521 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:09/21/2024
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.
Boost mobile sent me an email promoting a upgrade and save in stores only. Get an Galaxy A25 5g for $25. Went to 3 stores nobody wanted to sell them or want to charge 35 dolar activation fee for a phone that is active. Called customer service they sat the promo dosent exist on their side and they cannot grant it. I understand that the promo is in store only but the stores will not agree to it. The stores are independent it seems so they can't dolce them, but Boost is sending promo material for in store only.
Business Response
Date: 10/15/2024
October 8, 2024

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

Re:          BBB Complaint #********
                ************ -2024-09-21166

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

You stated that you were sent a promotion by email for a Galaxy A25 5G for $25.00 at a retail store. You went to three different stores, but they all want to charge a $35.00 activation fee for a device that is already active. You indicated you contacted customer care, but as the promotion is in-store only, they are unable to provide any assistance. You requested assistance with your account.

******************** terms and conditions state,If you activate your phone online, there's no activation fee. However, if you go to a Boost Mobile store location, the store may charge a fee, with costs varying by location.

Our records indicate that the upgrade to the Galaxy A25 offer expired on September 30, 2024, and is no longer available.If you would like to upgrade your device, we recommend logging on to your online account and seeing what is available to you or visiting another local store to see what in-store promotions they currently have.

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: 22318754

I am rejecting this response because: although the promotion has now expired it had in fact not expired when the complain was placed and still Boost did not honor the promotion. Boost is participating in fraudulent marketing adds since they refused to fulfill the promotion while it was still valid. As far as I know the 21st is still before the 30th.
The response was condescending and not helpful. If I'm commenting about an upgrade it implies that I had a line therefore why would you activate a line. They state that the physical business are operated not by Boost but they should still comply to Boost promotions and regulations. The business is predatory and not abiding by their own marketing.

Sincerely,

***** *****
Initial Complaint
Date:09/20/2024
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 a boost Mobile sim activation kit for $26.05 on 9/17/2024 from their website **************************. I received the package on 9/20/2024. After several attempts to activate the *** card with the help of 2 boost mobile phone representatives, the *** card failed to work on 2 different phones. I requested a refund and was denied. I would like my money back.
Business Response
Date: 10/01/2024
September 25, 2024

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

Re:          BBB Complaint #********
                ************** -2024-09-21156

Dear Mr. ****************** September 23, 2024, we received your complaint, dated September 20, 2024, filed with the Better Business Bureau.

You said you ordered a SIM activation kit,but you were unable to activate your device. You requested a refund, and you were denied one. You would like to receive a refund.

In order to be eligible for the 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 for the refund.

We apologize for any inconvenience you experienced.

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: 10/01/2024

Complaint: 22316367

I am rejecting this response because:
I was unable to enter any phone number because of the *** card not working properly
Sincerely,

***** *******
Business Response
Date: 10/08/2024
October 3, 2024

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

Re:          BBB Complaint #********
                ************** -2024-10-21993

Dear Mr. ****************** October 3, 2024, we received your rebuttal, dated October 3, 2024, filed with the Better Business Bureau.

You said you were unable to enter a phone number because the *** card did not work properly.

Based on our records, there was no attempt to port in a phone number; you requested a new one.

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: 10/08/2024

Complaint: 22316367

I am rejecting this response because:
The representatives that I spoke with from Boost Mobile were unable to assist me In activation and creating a new number due to the *** Card nor working. There was nothing that I could do.
Sincerely,

***** *******
Initial Complaint
Date:09/20/2024
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.
complaint Boost Mobile ********/ Century Link Colorado corporate please put 2 companies - I can't figure out how to do this ************ Boost mobile refusing to Port Number from Century Link landline though Century Link says they ported it Boost says they have no PON Number or click number since they are a mobile company and don't do landline I told Boost and Century Link I believe against the law to refuse to port number/say they can't port number to new I am 16 days into process; they keep giving me run around - no phone service - no porting of old number to new Century link says ported number but would not assist me or Boost on a three way call, and said done on their end I have called them and they refuse to help or transport me to right department for further help Century Link and Boost just wanted to argue instead of helping me to resolve a customer with Century over 20 years ********************** threatened cancellation; also tried to make me activate w/ a different number give me run around; don't try to resolve the issue against the law to refuse to port number/say they can't port number would like to keep my old number ************ I have not told them anything about cancelling service, or getting new number - they have tried to push me into this, and say these things it has now been 16 days without phone service . . .spent another 4 or 4 and a half hours on the phone and at Boost mobile store in SLC - a half hour of gas money - yesterday Wed Sept *************************************************************** still no service they said they had assigned a ticket number and would be working on it today the afternoon of Sept 19 still no phone service to requested port number ************ I have probably spent 2 days or more of time on the phone/in the car making 6 or 7 trips now with a lot of gas money (1 hour each trip), a couple days of time on the phone trying to resolve this issue with the 2 companies still no phone service as of afternoon Sept 20 fri
Customer Answer
Date: 10/02/2024
additional information with regard to complaint #******** - please add to my complaint against Boost mobile see below various emails correspondence to give some context ---- more info on this case . . . Wireless Tue, Oct 1, 9:47 AM (1 day ago) to me My Account Hello ****** We have reinitiated your port with the information you provided. Please allow 24 to 48 hours for this process to run. This sometimes can take a shorter time to complete. We will reach out if this does finalize sooner than anticipated. For immediate assistance from a Case Manager, please reply to this email or reach us at ************** between 10 AM - 10 PM ET with ticket number: ******* Thank you for being so patient with this issue, and we hope to hear from you soon, ********************* III CXO Wireless Escalations Ext. ******* Sun - Thurs 8am to 5pm MT ---- ***** ****** ************************************************************************************ 4:42 PM (19 minutes ago) more info . . . Wireless 4:33 PM (8 minutes ago) to me My Account Hello, Thank you for reaching out. Before we can move forward with your escalation, we have a few questions regarding your issue. We do still show the line as in progress to activate so still waiting for it to finalize. Also, we wanted to reach out and see if you were able to contact your previous carrier and see if the account was cancelled before the number could be ported? If it was you may be able to call in and have it reactivated and the number recovered. For additional assistance from a Case Manager, please reply to this email or reach us at ************** between 10 AM - 10 PM ET with the ticket number ******* Thank you, ********************* III CXO Wireless Escalations Ext. ******* Sun - Thurs 8am to 5pm MT Have Questions? Check out our FAQs Chat us online Call us at ************** We're available daily from 10am - 10pm ET 2024 DISH *************** All rights reserved. ******************************************.. Terms of Use | Contact Us ---- ***** ****** ************************************************************************************ 4:39 PM (23 minutes ago) some of the latest correspondence with Boost mobile on this issue ***** ****** ************************************************************************************ Mon, Sep 30, 6:03 PM (2 days ago) to Wireless Boost ticket number ******* Here is this ticket information again below you needed to resolve this ticket keep in mind I have provided to Boost Mobile 5 or 6 times - ; I have done it a couple times with Boost port Team on phone with old service provider Century Link on a three way call; I have done it from the Boost store multiple times; I have also done it with Care Team on phone with old service provider - Century Link here is this information again below: **************** Provider (OSP): Century Link OSP Account number: Century Link Account # ********* Phone number porting: ************ OSP Port-Out PIN: (also called transfer pin - Century Link does not use a transfer pin - Century Link uses the last 4 digits of social security number - my last 4 digits are 4620) OSP Billing Name: ***** ****** OSP Billing Address: ****************************************************************************** Device IMEI: *************** SIM ICCID: ******************OF please let me know what needs to be done to resolve this, and port this number - I have now been waiting for 3 or 4 weeks to get phone service Thanks! ***** ****** -------- Dear BBB Wed Oct 2, 2024 spoke on the phone with a representative from Boost - (from a bigger company T-Mobile) spent another 4 hours on phone did not resolve issue - told to wait another 24 to 48 hours - had a three way call with Century Link confirmed account active Sept 4, 2024 confirmed number ported from Century Link Sept 10 Boost should have received by Sept 11 22 days now from port with no phone service despite paying for service and activation Sept 4, 2024 Century Link can't reopen until Nov 16 so must give Boost another couple days to try (at that point I may just cancel, and go with someone else) I am told that companies should have these issues resolved by 48 to 72 hours, and it has been 22 days since port name **************** ******* Boost Resolutions Manager in danger of losing number, but need phone service . . .
Business Response
Date: 10/14/2024
October 4, 2024

Mr. ***** ******
UT 84010

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

Dear Mr. ***************** September 23, 2024, we received your complaint, dated September 20, 2024, filed with the Better Business Bureau.

You said that you have been trying to port in your landline number from ***********, but you have been unsuccessful. You indicated that *********** has stated the number has ported, but we have not received it. You stated that you have spent several days trying to get this resolved. You requested assistance with your account.

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.

Our records indicate that you are currently working with our Wireless Resolution team. On October 2, 2024, you were sent an email that asked if you had reached out to *********** to confirm if the account was canceled before the number could be ported. Please respond to this email to move forward.

Please continue to work with the Wireless Resolution team to reach a resolution. Please note: there is not an estimated date on when this issue will be resolved. We apologize for the delay and 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: 10/14/2024

Complaint: 22316266

I am rejecting this response because:
We provided this information with a Century Link *** to Boost on 3 way calls with both companies 8 or 9 times where there were ***s from both companies, and they were given all the information.
Yet they would not, and could not resolve, even though we provided this on numerous calls. We also did this at the store with a store *** to the care team on 6 or 7 visits, and numerous phone calls and emails directly.
Boost told ************ it did not show in there system because it was a landline - even though we gave them all the information and Century Link confirmed it had been ported to Boost on Sept 11, 2024. Then for weeks they kept asking us to provide the same information already provided . . .

I would like to end this complaint also as I have discontinued trying with Boost, and went with another company.
Sorry we were not able to resolve this. I did everything asked of me at great personal expense, and expenditure of time.

Thank for efforts of all!

Sincerely,

***** ******
Initial Complaint
Date:09/20/2024
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 recently made an order for an iPhone 11 with Boost Mobile online and I got a great deal online for purchasing the phone and I also paid for my $60 plan at the same time. I get an email later stating that I did not fulfill the requirements and that I would be charged for not activating my device by a certain date. The same day I went to the Boost Mobile store and I made sure to get my new iPhone activated. I sent Boost Mobile over the details, even spoke on the phone to a representative to show I had activated my device on my due date and that I was due a refund because they charged my card $310.95 without my knowledge or my permission. When I signed up online to get my iPhone it didn't say anything, not even in the fine print that I had to purchase the phone and activate it by a certain date or there would be a charge of over $300. This is called a "bait and switch" which is also a form of false advertising. I was refunded to my card $310.95 and I was awarded a $376.25 credit to my account which in the email that was sent to me from Boost Mobile says that I can use my credit to pay my next bill or add on services to my account. My recent bill was due and they turned my services off, I asked them why is my service turned off if I have a $376.25 credit to my account and it says that I am able to apply that to my next bill. They could not give me a reason as to why they told me I have a credit in my account but I am not able to use it. I am looking for a refund of $60.00 to my card which is what I paid for my last bill, which I should have been able to pay with my credit. It is unlawful to advertise or represent to the public any goods or services in a manner that is false, deceptive, untrue or misleading. False advertising is a covered violation under the ******. So I am asking for Boost Mobile to make things right and give me a refund for the $60 I just spent when I was already promised a credit by their company. I don't understand the point of credit I can't use.
Business Response
Date: 10/11/2024
October 9, 2024

Mr. Pedro Magenst
1441 Sand Lake Cir., Unit 117
Tampa, FL 33613

Re:          BBB Complaint #22316248
                492540354839 -
2024-09-21154

Dear Mr. Magenst:

On September 23, 2024, we received your
complaint, dated September 20, 2024, filed with the Better Business Bureau.

You stated that you ordered an iPhone 11
and purchased a $60.00 monthly plan at the same time. You received an email
saying that if the device was not activated by a certain time, you would be
charged full price for it. You indicated this is not stated anywhere online.
You said that you were provided a refund of $310.95 and an account credit of
$376.25, which the email indicated you could use towards the monthly payment.
Despite having this account credit, your services were interrupted forcing you
to make a payment of $60.00. You requested a refund.

Our terms and conditions state that if you
get a device from Boost Mobile or a Boost Mobile authorized retailer without
paying full price (MSRP) for it, you agree to activate and use your device on
the Boost Mobile network within 30 days of receipt. If you do not activate the
device within 30 days, we reserve the right to charge you for the difference
between the device’s full price and the price you paid. For more information,
please visit https://www.boostmobile.com/support/legal/general-terms-and-conditions.

A review of your account reflects that you
purchased the device on June 17, 2024. As you did not activate it within 60
days, you were charged $310.95 on August 9, 2024. On August 13, 2024, a credit
of $376.25 was issued to cover the $310.95 refund and the amount applied
towards the monthly service. Please note that we would not give you back a total
of $687.20 when you were only charged $310.95.

As your account does show the original
payment included one month of service, a credit of $60.00 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:09/20/2024
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.
Boost Mobile knew that ******* A25 had Promixy issue with this phone but continued to sell it. You have to be on a wifi network to be able to issue your exact location.
Business Response
Date: 10/01/2024
September 21, 2024

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

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

Dear Ms. *************** September 20, 2024, we received your complaint,dated September 20, 2024, filed with the Better Business Bureau.

You stated Boost Mobile knows the ******* A25 has proximity issues and continues to sell it, so you requested a replacement device.

There is no record of you addressing this technical issue with customer care and technical support. Please reach out to them at **************** to address this properly.

Boost Mobile will not send you a replacement. You must work with the manufacturer if you want the phone replaced.

Sincerely,

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

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

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

Customer Answer
Date: 10/01/2024

Complaint: 22315894

I am rejecting this response because:
I went into the actual Boost Mobile Store in my area and the store manager said that there was nothing they could do for me.

Sincerely,

******* ****
Customer Answer
Date: 10/03/2024
Yes I have reached out to the manufacturer.
Business Response
Date: 10/31/2024
October 16, 2024

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

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

Dear Ms. *************** October 15, 2024, we received your rebuttal, dated October 10, 2024, filed with the Better Business Bureau.

You rejected our response as you maintain your device has proximity issues. You requested a replacement, as you already reached out to the manufacturer.

Please contact customer care at **************** to address this issue properly through troubleshooting.

As previously stated, Boost Mobile will not provide you with a replacement device. You will need to work with the manufacturer to obtain a replacement or purchase a new device.

Sincerely,

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

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

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

Customer Answer
Date: 10/31/2024

Complaint: 22315894

I am rejecting this response because:
I should not have to buy a replacement device, because I will have to pay full price , instead of an upgrade price.

Sincerely,

******* ****
Initial Complaint
Date:09/20/2024
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 have tried 2 separate times to order a new phone from boost, and both times it's been a issue. The first time I was refunded my money, although it took days and days to get my money back, but this time they are claiming that *** has lost the package. I have been trying desperately for days to get help from boost because my current phone is broken and won't last much longer. So this is a time sensitive issue. None of boost customer service people have even tried to help, they definitely don't go out of their way to help. And they give the same excuses. I have been in close contact to a UPS Corporate officer, who says they never actually scanned the physical package from boost and it's quite possible they never even received the package to begin with. He told me to contact boost and get the new phones **** NUMBER so he can help me try to locate the phone, I tried that and boost told me they don't have that information available. Why would they not have the **** if they actually shipped the phone to me? Seems fishy. It's been excuse after excuse with nobody actually trying to help. I have multiple screen shots of conversations with them and how very unhelpful they have been. This is a time sensitive issue as I have a job and children and I can't afford to go without my phone. That is why I've spent the money not once but twice to get a new phone. But boost don't seem to care to rectify the situation. And this has been going on for days. All I need is a new phone shipped to me in a timely manner. That's all I'm asking for. I don't have days and days to wait around. It isn't my fault that not once but twice now boost has messed up my order. I feel like since I've been a loyal customer to them for so long, they should want to rectify the situation as quickly as possible to provide good customer service. But here I am, still without a new phone, and given excuse after excuse.
Business Response
Date: 10/01/2024
September 24, 2024

Ms. ******* *******
**********************
******, ** 41048

Re:          BBB Complaint #********
                ************ -2024-09-21105

Dear Ms. ****************** September 20, 2024, we received your complaint, dated September 20, 2024, filed with the Better Business Bureau.

You stated that you have tried to order a new phone on two separate occasions, but you continue to run into **************** mentioned that the first order was canceled and refunded. The second order was lost with **** however, you are unsure if the package was ever even ******** requested to receive the phone you ordered.

Our records indicate that order 7077-078403-3458 was lost with **** per tracking number 1Z0R954E4203267548.Please note that the tracking was updated to show the order was sent from **********, **, and the last updated location is ******, **.

While we regret that your order was lost,this is not something we can control. On September 21, 2024, a refund of $36.00 was issued to your card ending in 5860.

A review of the account does reflect another order, 7077-581579-8575, was placed on September 23, 2024, with an estimated shipping date of September 25, 2024.

We regret any inconvenience you may have experienced.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:09/20/2024
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.
I was charged for my account through auto pay of which I did not set up, money in the amount of 60 dollars was taken from account and I'm being denied a refund, I was told that they accidentally kept my card number on file, I am seeking a refund.
Business Response
Date: 10/01/2024
September 24, 2024

Mr. ******* *****
12 Lilac Ln.
*********, ** 14701

Re:          BBB Complaint #********
                ************ -2024-09-21106

Dear Mr. **************** September 20, 2024, we received your complaint, dated September 20, 2024, filed with the Better Business Bureau.

You stated that you were charged through autopay, which you disputed setting up, and you requested a refund.

Our records indicate that when the account was set up online, automatic payments were enabled. As you did not call in to cancel the account, the automatic payment was withdrawn on September 20, 2024.

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. On September 22, 2024, a refund of $60.00 was issued to the card ending in 4634, nonetheless.

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:09/19/2024
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 Thursday Sept 19, 2024 6am I applied for an upgrade phone on boost mobile site. I went through the verification and entered all information for credit check. I was told I was approved and prompted to pay the sales tax and shipping costs for the order which I paid with my debit card. I called in about 3pm to confirm the order since I hadn't received an email confirmation. I was told everything was fine and that I'd get a tracking number soon. At 5:45pm the same day I received an email stating my order was unable to process. I called in to ********* and was sent to Integrity *********** They finally told me they can't process my order and can't reveal why even after they ran my credit which they are obligated to tell me why the decision was changed from approved to cancelled order. This company has shady practices of collecting your information, misleading you with saying your approved and then take your money. In a time where information security is important with customers information misleading tactics like this should be looked by the ************************ in their business state.
Business Response
Date: 10/01/2024
September 21, 2024

Ms. ******** ******
************************
*******, ** 60649

Re:          BBB Complaint #********
                ************ -2024-09-21049

Dear Ms. ***************** September 20, 2024, we received your complaint, dated September 19, 2024, filed with the Better Business Bureau.

You said you attempted to finance a new device, but you were informed you were not qualified after you made a *********** expressed frustration with not receiving a reason for the order being canceled by customer care, and requested a refund.

Postpaid and financing services require a credit check (we run a soft credit check, which does not impact your credit score) and is subject to approval. Boost Mobile can deny your financing for any reason and customer care is not at liberty to discuss why. You will receive a denial letter within 30 business days.

Because the order was canceled, no monies were taken and a refund is not warranted.

We apologize for the inconvenience.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:09/19/2024
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.
Boost Mobile has use fraudulent practices to obtain information to use and sell data from my account linked to their network along with Sprint, T-Mobile and *****. I am currently in the process of requesting refunds again for the iPhones that were supposed to be free with my contract and billed to credit cards linked to my account with ********************. I am requesting that Boost Mobile unlock the iPhones that were directly from their stores, illegally locked and used in an eSIM card system that was used as a way to have direct access and to give direct access to authority figures without a court order or consent from me as the owner of all of my personal data, which includes my actual MyChart account. I am over the process of complaining and need a real resolution and an investigation for cyber bullying and whatever else is necessary in this serious matter.
Business Response
Date: 10/01/2024
September 27, 2024

Ms. ******** ********
PO Box 52453
******, ** 02205

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

Dear Ms. ******************* September 19, 2024, we received your complaint,dated September 19, 2024, filed with the Better Business Bureau.

You said that Boost Mobile uses fraudulent practices to obtain information to use and sell data from your account. You also requested a refund for the iPhones that were supposed to be free, and to have them unlocked as well. You want a resolution to the cyber-bullying you have experienced.

When I connected you today by phone, you disconnected the call once we began to discuss your concerns.

Boost Mobile does not access customer accounts to obtain private or unauthorized information. If you are experiencing cyber-bullying, we recommend that you contact your local law enforcement agency.

You reference iPhones in your complaint, but you have only one iPhone associated with your account and it is unlocked. Further research finds that this phone was not provided for free. Please contact me at ************** to go over this issue.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:09/19/2024
Type:Sales and Advertising 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.
They have charged me 50 then 60 $ for services that is false advertisement I never got what **** expecting not once
Business Response
Date: 10/01/2024
September 21, 2024

Ms. ****** *********
****************
*********, ** 90302

Re:          BBB Complaint #********
                ************ -2024-09-20955

Dear Ms. ******************** September 19, 2024, we received your complaint, dated September 19, 2024, filed with the Better Business Bureau.

You said you were charged $50.00 and then $60.00. You requested a refund.

Our records show you changed your plan from the $50.00 one to the $60.00 one on August 21, 2024.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable, and your request for a refund is denied.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

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

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