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

4,963 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:09/16/2024
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 and paid the cell phone bill and they still turn my phone off. I paid ***** on 09/14/24 at 3:24PM. My phone as been turn off three times when I have paid the bills. I want a personal apologize for Boost for them contiuing to turn my phone off.
Business Response
Date: 10/14/2024
October 8, 2024

Ms. ****** *******
*************************************br>*********************

Re:          BBB Complaint #********
                ************ -2024-09-20905

Dear Ms. ****************** September 18, 2024, we received your complaint, dated September 16, 2024, filed with the Better Business Bureau.

You said that despite you making a payment,your service continues to be interrupted. You requested an apology and for your service to stop being interrupted.

Boost Mobile is a prepaid service;therefore, the entire account balance is required to be paid before the new billing cycle start date. Although text message alerts are sent prior to the payment due date, we do not contact our customers by phone if a payment is missed.

Our records indicate that you continue to make a payment after service is already interrupted. To avoid a service interruption, we recommend making a payment prior to the 15th of the month.

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:09/16/2024
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.
Hi I am an existing boost customer of a couple years now. I added my sister on my account when she came home, we are both on the unlimited plan which is advertised as $50 a month but I am assuming for adding a line I got a discount and our bill is only $80 a month. I have been having a lot of issues with service not having it in most places rather than actually getting it so I have been looking for a different carrier. When I saw that you guys had an unlimited plus plan and it was the same amount I had high hopes because I really need something that will help my service and can not afford a higher bill right now. When I went on the app it said there would be zero change to my bill amount then on the following page it said my bill would be $105 instead of $80. I have included screenshots of this because I dont think this is right if you have something that is going to work better and its the same amount people that were already on what we though was your highest plan and it is the same price should receive the benefits as well. As you can see this is very frustrating I tried chatting with someone and got nowhere so I am hopefully that you can help me. I believe that this is false advertisement. I do have photos of this info but not sure how to attach them to this.
Business Response
Date: 09/24/2024
September 19, 2024

Ms. ****** ********
9114 Lullaby Ln.
*******************

Re:          BBB Complaint #********
                ************ -2024-09-20660

Dear Ms. ******************* September 16, 2024, we received your complaint, dated September 16, 2024, filed with the Better Business Bureau.

You said you attempted to change your plan to Unlimited+, and the app says at first there will be no change, and then that it will be an increase from $80.00 to $105.00 per month. You also indicated you are having service issues. In addition, you expressed frustration with the customer service you received. You requested a billing adjustment.

The plan you are currently on for two lines for $80.00 per month is only available through the retailer. The Unlimited +plan is $50.00 per line with AutoPay, or approximately $105.00 per month.

Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified. In addition, data coverage is not available everywhere and service speeds are not *************** service speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. Please contact customer care at ****************, so your technical issue may be addressed properly.

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:09/15/2024
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 asked for a transfer pin and for my phone to be unlocked to change phone companies and was on the phone for over a hour and my request was not met. She first said she was texting it to me I told her the service was off and that was not possible, she said the message would still come so after sitting on the phone for more than ******************************************************************************************************************** it was wrong. I asked to speak to a supervisor twice and she told me they were unavailable. I came to Boost with my number and brought the phone the day I switched to them. I want my phone unlocked and the transfer pin so I can switch. I feel like they are holding me hostage.
Business Response
Date: 10/09/2024
October 2, 2024

Ms. Tracy Banks
75 Ambo Cir.
Baltimore, MD 21220

Re:          BBB
Complaint #22289702
                873961967188
- 2024-09-20656

Dear Ms. Banks:

On September 16, 2024, we received your complaint, dated
September 15, 2024, filed with the Better Business Bureau.

You requested your device be unlocked and to receive your
port-out PIN.

Boost Mobile will unlock a device under the following
circumstances:

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

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

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

I sent an email to [email protected] with your port-out PIN code. I also sent you an SMS message
with instructions. Please note, the code will expire after four days.

If there are further questions or concerns about this issue,
please feel free to contact me at (303) 723-2621.

Sincerely,

Nathaniel Mitchell-Bey
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:09/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Galaxy A15 from an authorized Boost Mobile Dealer on May 31, 2024. My phone was stolen the end of Augus and the culprit got into my account changing my personal information. Called Boost and was told they couldn't help recover my account ad phnumbe because I couldn't verify the updated profile information. The agent I spoke with on the phone told me she couldn't assist unless I give them the correct information which I didn't know because my account was hijacked.I explained to them my phone was stolen/hijcked, they referred my to a store. I went to the store I purchased my phone, spoke to the man who sold/activate my phone, and showed him my statement ID. He referred my back to the customer service. Wh again referred me back again. That phone number was used with all my financial and personal online accounts and wasn't able to access my money for over a week. I had to get a new phone then pain- stakenly regain access to all my accounts. Also, I have autopay set up and they won't let me change that option and will be charged for another month service. I've called Boost numerous times supplying them with all my information (including the ***** but they will not help me in is matter. In essence losing a paying customer (I will never get do business with Boost again) and keeping a customer who mostly likely won't pay the monthly bill.This situation could've been handled much differently and I should've been easily verified. Boost refused to help me recover my number/account caused me a lot of stress aggravation as well as financial losses. I know I'm not the only person experiencing such hardship and Booster has to do better.
Business Response
Date: 10/09/2024
October 7, 2024

Mr. Robert Connelly
427 W. York St.
Philadelphia, PA 19133

Re:          BBB Complaint #22288662
                898861957004 -
2024-09-20659

Dear Mr. Connelly:

On September 16, 2024, we received your
complaint, dated September 15, 2024, filed with the Better Business Bureau.

You said that at the end of August 2024
your phone was stolen, your Boost Mobile account accessed and your personal
information changed. When you contacted us, you were unable to verify the
account or make any changes.

My attempts to
contact you at (215) 869-6052 on October 4 and 7, 2024, were unsuccessful, but
I left a voice message with my contact information.

We are committed
to protecting the privacy of our customers. In accordance with that commitment,
we take measures to verify that callers are authorized to discuss and/or make
changes to an account. Specifically, we require that each account has a
Personal Identification Number (PIN) verified by the account holder, or an
individual authorized to have access to the account, before we can discuss
sensitive account information or make any changes to the account. If the PIN
cannot be provided, other specific identifiers may be required to discuss
account information and/or to implement the changes being requested.

You can visit www.boostmobile.com to sign into your
account and change your PIN. You can verify through your email instead of your
phone number and follow the prompts for forgot password to obtain access to
your Boost Mobile account.

We regret any inconvenience you may have experienced.

Sincerely,

Brian Martinez
Corporate Case Manager
Executive Escalations 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:09/14/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September ******* I purchased a new phone from an individual and attempted to activate it as we were not able to activate the new phone, I asked the agent to just turn my old phone back on and she proceeded to tell me to wait 30 minutes and if its not working call them back and I have been calling them back everyday for 4days now and I still cant make calls and I keep getting the same message from customer technicians which is be patient, bare with us, and we can get this issue resolved in 4-to 6 hours when their system updates and sync your phone but if its still not working then call us back. Now keep in mind that the phone that Im trying to reconnect was purchased from boost and this account has always been paid on time and ever turned off for any reason but Boost seems to like charging customers and then denying them the service that they pay for . They just want you to be patient while they take your money and s**** you around.
Initial Complaint
Date:09/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/27/2024 I purchased a $55.00 Boost Mobile "Fast Card" from ******* in order to re-instate my previous Boost Mobile cell phone service. I had been incarcerated since 2/14/2024 and had been a faithful boost Mobile customer for years. Due to the fact of inactivity, my account with ******************** was closed after 120 days. In calling Boost, I was told I needed to purchase a new "Sim" card and install it in my cell phone in able to start a new service plan with the company. Sim card purchase $9.88 at *******. With Sim card installed, I called to initiate new service with Boost, only to be told the "Fast Card" number, does not exist. Several phone calls to Boost and eventually to the IT department, I found out the Fast card funding had been placed to my old account and ********************** cannot place the funding amount to the new account. I later spoke with a "Manager" at Boost named ****, with refusal to provide a last name, stating I needed to attempt to return or exchange the Fast Card to resume Boost cell phone service. I informed **** it clearly states on the back of the Fast Card that, "This card is non refundable, returnable or exchangeable and has no cash value." This is clearly a Boost Mobile Fast Card policy. **** refuses to correct the mistake made by a Boost Mobile representative by adding the funding to my old account and use the funds for opening a new account. The old account had no debts prior to the current events. Very poor customer service and refusal to correct a clear mistake by a Boost Mobile representative. Either refund my money or open the account and I will use the service for one month and go with another provider.
Business Response
Date: 09/24/2024
September 18, 2024

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

Re:          BBB Complaint #********
                ************ -2024-09-20652

Dear Mr. ************** September 16, 2024, we received your complaint, dated September 14, 2024, filed with the Better Business Bureau.

You said you purchased a Re-Boost card and attempted to reinstate your service, but were unable to do so due to the period of inactivity. You requested the funds be transferred to a new account. You also expressed frustration with the customer service you received, as you were unable to reach a resolution.

Because your account has been inactive longer than 90 days, you will need to create a new account and pay for the service up front. I offered to assist you with this and apply a one-time $25.00 credit, but you declined.

We do not offer refunds or accept returns on Re-Boost cards.We are also not responsible for lost, stolen, misused or damaged Re-Boost cards. Additionally, we cannot transfer funds from one account to another.

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

                ****** ********
Customer Answer
Date: 09/25/2024

Complaint: 22286883

I am rejecting this response because:
Boost mobile contacted me and the only option offered was for me to provide $25.00 to activate a new account and start services. No refund provided on ample funds provided to open a new account with one month of cellular services. The funding has already been provided to Boost Mobile but however was credited by a Boost Mobile representative to my old account. No further funding should need to be provided. Boost Mobile needs to pull the funds out of the old account and applied to a new account for one month of service.

Sincerely,

****** ***
Business Response
Date: 09/30/2024
September 28, 2024

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

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

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

You disputed my previous offer of a $25.00 credit, as you want the funds transferred from the old account to the new one. You also expressed frustration with not receiving a refund and having to make a payment for a new account.

As previously stated, we are not responsible for misused Re-Boost cards and we do not offer refunds or returns for them.Additionally, we cannot transfer funds from one account to another.

Because Boost Mobile is a prepaid service, an upfront payment is required to establish service. I am willing to provide you a $50.00 credit towards the new account once it is created. If you would like to accept this offer, please contact me directly at ************** or **********************

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: 22286883

I am rejecting this response because:
am not the one that missused the Prepaid Boost card. A Boost representative made the mistake of putting the funds in the old account.
Fix the mistake without additional funding provided.
Sincerely,

****** ***
Initial Complaint
Date:09/14/2024
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.
Ordered new service on 8/11/24 from the boost mobile website Received my phone on 8/14/2024 Called to cancel service on 8/21/2024, was sent a return request for device. ***************** Had to pay to mail and return back to boost. They received phone back Boost continues to attempt to bill my credit card for services and phone payments. the customer service **** are unable to help me I only had service for 6 days.
Business Response
Date: 09/24/2024
September 18, 2024

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

Re:          BBB Complaint #********
                ************** -2024-09-20651

Dear Mr. ****************** September 16, 2024, we received your complaint, dated September 14, 2024, filed with the Better Business Bureau.

You stated that you started service on August 11, 2024, received your phone on August 14, 2024, and canceled on August 21, 2024. You said that you are being charged for the phone payments and services despite only having the account for six days. You also mentioned you had to pay to return the phone. 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 ******************************************************************.

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

A review of your account reflects that on September 10, 2024, a refund of $78.00 was provided; as of September 18, 2024,it reflects as disconnected with a zero balance.

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: 09/24/2024

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:09/14/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 13, I added a Boost Mobile international call package for $10. I was trying to call a business in the ******************. I paid and got the notification that it was completed, but the call didn't go through when I called the number in the ******************. When I called Boost Mobile customer service, I explained what had happened. He told me the ****************** was not one of the 200 countries I could call under the plan. I asked him if I could get a credit to my account or get the money back because I could not use the package. He said, "Unfortunately, I cannot refund you." I asked to speak to a manager, and he told me that it was a two hours wait. He said no, there was nothing he could do for me. I proceeded to call my bank and tell them what happened. My bank said they would file a claim with Boost Mobile and get my money back. Boost Mobile decided to suspend my account today, September 14, for nonpayment of $10. When I called customer service again to explain what happened and see if they could credit my money back, they refused to give me back and said that if I wanted to keep my service on, I needed to pay the $10. Its false advertising that one can call over 200 countries. The website didnt even have a list of the countries. When I told them that the customer *** said, "Well, next time, you need to call us before you add anything to your account." At this point, I paid the $10 because I needed my GPS to get home. However, I want my $10 back because they falsely advertise and steal money from their customers. Theyre saying that they can provide service, but its not true. And they dont provide enough details about the services that they can provide for you. Ive been their customer for four years and never had a problem. I have paid all my bills on time. I just want my $10 back. It is not fair that they get to keep the money for service that it didnt work. They checked my account and confirmed that I did not use the service.
Business Response
Date: 10/09/2024
October 4, 2024

Ms. Valina Garcia
51 Madera Dr.
Waterbury, CT 06704

Re:          BBB
Complaint #22286399
                2024-09-20650

Dear Ms. Garcia:

On September 16, 2024, we received your complaint, dated September
14, 2024, filed with the Better Business Bureau.

You
stated that you added an international call package to your account, making a
payment of $10.00. You attempted to place an international call, but you were
not successful. You contacted customer care and you were told that the call you
were trying to make was not allowed on that package. You requested a refund,
but it was denied. You disputed the $10.00 payment through your bank and
received the funds, but your service was interrupted due to the payment
reversal and you had to make another $10.00 payment to restore the service. You
requested to receive a refund of $10.00.

Based
on the information found on our website, the call you placed should have been
possible on the package you added to your account. We
apologize for any inconvenience this may have caused. As a courtesy, I applied a one-time
credit of $50.00 to your account.

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:09/13/2024
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 want my iPhone order cancelled and I have asked customer care multiple times and they refuse to refund me. The website was not transparent about the month timeframe for shipping and I am not waiting that long.
Business Response
Date: 10/01/2024
September 27, 2024

******* ******
********************************
*******, ** 67203

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

Dear Mr. ***************** September 16, 2024, we received your complaint,dated September 13, 2024, filed with the Better Business Bureau.

You requested for your order to be canceled, but customer care refused to do so. You also stated that the website was not clear as to when the device would be sent out. You requested a refund.

Customer care does not have the ability to cancel or modify orders once they have been placed. You would have to work with *** to modify an order. Additionally, the website clearly stated the release date was September 20, 2024.

Our records show you have since received the device,so you will need to reach out to customer care at **************** for further assistance with returning it. Please note, you will be responsible for the shipping cost.

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: 22284652

I am rejecting this response because: The Information provided by Boost Mobile is inaccurate. First of all, the site did not list the delivery date. Second, the device was refused and was return to sender. I do not have the device and I have proof from *** that the device was in fact Return to Sender. See attached photos. If I am not refunded in 7 days I will file with small claims and let them handle it. This is fraud pure and simple and this company will be reported to the *** and *** for fraud and deceptive trade practices. I made the request to cancel multiple times to which they intentionally refused to cancel my order. See attached photos. Worst provider I have ever worked with. Will not go back.

Sincerely,

******* ******
Business Response
Date: 10/08/2024
October 5, 2024

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

Re:          BBB Complaint #********
                ************** -2024-10-21900

Dear Mr. ***************** October 2, 2024, we received your rebuttal, dated October 1, 2024, filed with the Better Business Bureau.

You maintain the website did not disclose the delivery date and you refused delivery. You continue to request a refund.

Our records show a refund of $140.00 was issued on October 4, 2024. Please allow 3-5 business days for processing.

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: 22284652

I am rejecting this response because: I am still owed a $29 service charge for each account

Sincerely,

******* ******
Business Response
Date: 10/25/2024
October 24, 2024

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

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

Dear Mr. ***************** October 24, 2024, we received your second rebuttal,dated October 24, 2024, filed with the Better Business Bureau.

You said that you are still owed $29.00 for a service charge on both your Boost Mobile accounts.

You only paid $140.00 on each account and both payments were refunded on October 4, 2024. There is no $29.00 service fee that you were charged. Therefore, your request for an additional refund is declined.

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:09/13/2024
Type:Order 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.
So boost mobile is refusing to give me my port out pin. They have told me that I need to call a specific number. Each time they have not answered and say the services are unavailable. This is during their hours of operations. They refuse to solve the issue online. I want to file a lawsuit for ******** of contract if they continue to refuse to provide a port out number.
Business Response
Date: 09/24/2024
September 17, 2024

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

Re:          BBB Complaint #********
                ************** -2024-09-20649

Dear Mr. ******************* September 16, 2024, we received your complaint, dated September 13, 2024, filed with the Better Business Bureau.

You stated Boost Mobile is refusing to provide you your port-out information and customer care does not answer the phone. You requested to receive your port-out information.

Our records show that port-out PINs were texted to you for the lines ending in 0259 and 8241 on September 14, 2024.Please note, these expire after four days. If you need a new port-out pin,please contact customer care at ***************.

We apologize for any inconvenience.

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

Sincerely,

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

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

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

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