Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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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
- 4,968 total complaints in the last 3 years.
- 1,521 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/08/2024
Type:Billing IssuesStatus: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've been a Boost Mobile client for over ten years. My Account and regular personal Phone/Line ************** has been the same throughout this service period. Throughout this service period, I'd occasionally request information as to how my account billing is administered. It has been repeatedly explained to me that every month's regular payment actually applies to the next month's services (e.g, my Month of June payment is for the month of ****** services NOT the Month of May). Unless this practice was changed, without the company notifying me previously, my understanding of this payment method remains unchallenged. Approximately 2-years ago, I added a second phone line/service to my existing account. This meant that instead of paying $50-monthly, the added line will cost me another $30 monthly; bringing the total bill to $80 monthly. On Thursday, August 23, 2024, I discovered that my small business cellphone [**************)] had been stolen. I immediately contacted customer service **************, to report the theft. I also requested that the entire service for that specific line be discontinued as I was having financial difficulties and was unable to replace the phone and no longer needed the extra line and service. The individual who took my call stated that the extra line/service was discontinued immediately and my service/bill will return to $50 monthly and this would be notated in my file.On September 9th, I received notification, via text message (#*****) that my monthly service charge of $80 was coming due. I immediately went into my online account and noticed that the extra line WAS NOT removed and I was still being billed for this. I, again, called the customer service line and the guy answered; checked my account ; then attempted to tell me that my service charges applied to next months bill NOT the original way it was repeatedly explained.I explained that he was in error how the bill was applied and that I wanted this billing error corrected.Business Response
Date: 09/18/2024
September 13, 2024
*************************
**************************************************
*********, WI 53209
Re: BBB Complaint #********
************ -2024-09-20226
Dear **************:
On September 9, 2024, we received your complaint, dated September 8, 2024, filed with the Better Business Bureau.
You expressed confusion with your monthly bill, as you stated that you are unsure what billing month your payment applies to. You also said you asked to cancel one of your lines, but it was not and you were charged $80.00 instead of $50.00 as a result. You requested a billing adjustment.
Your service is prepaid, so payment will apply to the next months service. For example, your payment made on September 12 will cover your service from September 12, 2024, until October, 12 2024. It is recommended that you pay prior to the 12th of the month to avoid a service interruption.
If you cancel a line before the end of your billing period,you will be charged for the full billing cycle and these charges will not be refunded or prorated. You will have access to this line until the end of the billing cycle, however.
Our records show you have already received a $30.00 credit for this issue, so an additional billing adjustment is unwarranted.
We apologize for any confusion this 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: 09/18/2024
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:09/08/2024
Type:Service or Repair IssuesStatus: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 first month of Unlimited $25/month service from Boost Mobile on 9/3/24 first month half price for $12.61. I received a *** card via *** on 9/6/24. I attempted to activate service unsuccessfully, due to Boost *** card not recognized by Boost when inserted in my phone. I contacted Boost representative by phone and was assured activation would take place remotely. I never received an emailed confirmation of activation I was told to expect. I visited a Boost Mobile store and was told that I was sent a black *** card, but only a white *** card would work in my phone. The representative called his support person and this was confirmed, but they refused to send me a white *** card and told me it was highly unlikely that I would receive a refund, even though there was a current 30-Day Money-Back Guarantee for online purchases for service fee refund if customer was dissatisfied. I did Port-In of phone number and auto-pay as required. I was advised to dispute the charge on my debit card with my credit union to attempt to recoup my payment. One of the conditions for the Money-Back Guarantee was activation of service, but I was unable to fulfill this, due to Boost Mobile refusing to replace the black *** card they sent (that wouldn't work in my phone) with a white *** card that their store representative has proven would work in my phone and his support person confirmed by phone that was the *** card needed to activate my phone.Business Response
Date: 09/18/2024
September 10, 2024
Ms. ****** *******
************************
*******, ** 67204
Re: BBB Complaint #********
************** -2024-09-20225
Dear Ms. ****************** September 9, 2024, we received your complaint, dated September 8, 2024, filed with the Better Business Bureau.
You stated that you signed up for a promotion where you paid half price, $12.61, for your first month of service,and afterwards, it would be $25.00 monthly. You indicated that the *** card was delivered on September 6, 2024; however, you were unable to activate it, as your device is not compatible with the network. You mentioned that customer care was unable to issue a different *** card that would work. You requested a refund.
On September 10, 2024, a refund of $12.61 was issued to your card ending in 2080.
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:09/07/2024
Type:Service or Repair IssuesStatus: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 added a insurance to my bill several months ago. The following month after adding it I calledBoost and asked for it to be removed. The following month the insurance was still on my bill. So I paid it and then asked once again that it be removed. Yet the month following it was on the bill again. So I paid it again and called again to ask that it be removed. The agent absolutely assured me that it be removed and would not be on next months bill. Now this month it is on the bill again.Business Response
Date: 10/03/2024
October 2, 2024
Ms. ********** *****
*****************************************************************************************;
Re: BBB Complaint #********
************ - *************
Dear Ms. **************** September 9, 2024, we received your complaint,dated September 7, 2024, filed with the Better Business Bureau.
You said you added device insurance to your account several months ago. You called in to cancel it; however, it remained on your account for the following billing cycle, so you paid for it and again requested it be removed. It was still on your account the next month, nonetheless.
When we spoke on October 2, 2024, I informed you that our records show that on June 11, 2024, you contacted us to find out why your account was interrupted. We advised you that the $12.00 insurance charge had to be paid to restore your service; once this was done, you could then call in again to have the insurance removed. The next request to remove the insurance was in August, and the agent created a ticket to have the insurance removed.
The device insurance is no longer on your account. As a courtesy, I applied a one-time $24.00 credit to your account. You accepted this resolution.
We regret any inconvenience you may have experienced and thank you for your business.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
********* *****
****** ********Initial Complaint
Date:09/07/2024
Type:Delivery IssuesStatus: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 representatives has manipulated their tracking information to steal the iPhone I ordered. My iPhone was soon stolen by boost mobile representatives. My phone is active under my name and I am currently paid up yet the boost mobile representative has left my phone open to theft and fraud. Boost representative has basically stolen my phone and has refused to send it. Legally the phone is activated under my name, I m currently paying for it yet boost mobile decided to reroute my phone in an attempt to harass and steal.Business Response
Date: 09/24/2024
September 19, 2024
Ms. ****** ****
*********************************************************
**************************;
Re: BBB Complaint #********
************** -2024-09-20209
Dear Ms. *************** September 9, 2024, we received your complaint, dated September 7, 2024, filed with the Better Business Bureau.
You stated a Boost Mobile agent manipulated the tracking information and stole your device. You indicated that the device belongs to you because it is active under your name. You requested a replacement.
Your order was canceled by risk management and a new device will not be sent out. Additionally, you received a refund of $129.32 for the device in question on September 11, 2024.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Customer Answer
Date: 10/15/2024
I'd like to officially reopen my case in order to provide the updated information/evidence regarding fraud, deception, harassment and retaliation. I attempted to resolve my complaint with Boost representative ****** *****, yet she stated that she didnt care if i have been a victim of Boost Mobile representatives fraud harrassment and deceptive business practices. As a matter of fact ****** ***** went into COVER Up mode! Attempting to send emails after the deceptive Boost representatives informed UPS 10 minutes before the *** not to deliver the iphone to the customer. Why would ******************** Company continue to allow me to complete the credit authorization /verification process, make a payment,receive a tracking # , and the very corrupt unethical boost Representatives continually conflict with the Boost Mobile Corporation emails, approval, tracking info. Why? Yet the corrupt boost Mobile representatives continue harrassing me by cancelling the delivery without a valid reason. Boost Mobile deceptive practices and representatives continually conflict with the Boost Mobile verification system/emails. Boost Mobile system has continually approved my purchase, verified my identity, informed me to activate my new phone,stated that I should have received the phone, submitted my new imei # attached to my phone under my account, and followed the normal procedure for activation. Yet, the very unprofessional and deceptive ****** ***** stated that the system has continues to generate system errors by approving my credit, verifying my identity and collecting my payment and sending out my phone. ****** ***** cover up technique didn't even include an investigation. ****** ***** stated that we just happen to find an error every time Boost Mobile complete your verification process, payment and ships the phone. As a matter of fact ****** ***** supported the harrassment technique from the Boost Mobile representatives (order integrity department.)that continues to *******/discriminate against me by stating" ignore Boost Mobile credit check procedures because we have the last word and we claim that the Boost system/ representatives whom placed the orders has continually to made mistakes by approving your order, therefore we decided that you are not approved and suggest I ignore any of Boost procedure that will approve you in all future orders. Really ? Why am I being denied services after purchasing my plan completing the necessary process ect... Just because a racist boost Representatives in the order department stated to ignore Boost Mobile approval process because she found an unknown error on 3 approval orders,and has decided she didn't want me to have Mobile service. The corrupt representatives refused to expose the error, verify the error, confirm the error or follow the process to resolve any miscommunication. She stated, " I will not disclose my reasons and my decision to deny you service is final."
********* Nero
Customer Answer
Date: 10/25/2024
I was charged for 3 different orders . Yes I received 1 refund., Yet haven't received the refund for the second order that was erroneously cancelled. I was charged ****** for the second order that was erroneously cancelled. I was also charged for my 3rd order *****. Not only was I charged the down payment of ***** Boost employees manipulated the system to make it appear as though another error was discovered during the approval process and therefore secretly stopped me from receiving the iPhone. They contacted *** in route to cease delivery , and now I'm being held responsible for signing a legally binding iphone contract. This deceptive and fraudulent practices has to be escalated to a higher authority in the Boost ***************** The representative ****** in communication with the BBB has stated that she didn't care if I was a victim and soon ushered into a coverup mode attempting to cover any tracks that the deceptive unethical criminal minded boost mobile neglected .Customer Answer
Date: 06/23/2025
Please reopen my complaint, I have obtained new evidence that confirms the fraud that boost mobile has committed. They have continued to deceive BBB yet has created a charge to ruin my credit report. I'm continually being harassed by credit collections agencies for a charge I don't owe.
C NeroBusiness Response
Date: 07/03/2025
July 1, 2025
Ms. ****** ****
*********************************************************
*********************
Re: BBB Complaint #********
************** - *************
Dear ************************ 30, 2025, we received your rebuttal,dated June 30, 2025, filed with the Better Business Bureau.
You rejected our response maintaining that Boost Mobile created a charge to ruin your credit report and you expressed frustration with the collection agency that is reaching out to you.
Although the balance of $43.68 is valid, an exception was made and it was waived. I also requested that it be removed from the credit reporting agencies. Please allow six to eight weeks for the change to take effect.
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
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:09/07/2024
Type:Service or Repair IssuesStatus: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.
been trying to port my number out of boost mobile 4 times in past 4 years and each time somehow they keep it from going thru. so I have to keep paying my monthly bill to keep my number , as it it attached to my business and so many 2 step verification for websites I use. Been on phone for hours at a time. This is my number i brought to them when I came to Boost Mobile. Tried w Sprctrum , xfinty & now tmobile all while paying boost just so i do not loose my number .Business Response
Date: 10/01/2024
September 30, 2024
Ms. ****** *****
*************************
*******************
Re: BBB Complaint #********
************ - *************
Dear Ms. **************** September 9, 2024, we received your complaint, dated September 7, 2024, filed with the Better Business Bureau.
You said that you initiated the port-out process multiple times throughout the last four years, but you have been unsuccessful in porting out your phone number. You requested a refund of an undisclosed amount.
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 FCC guidelines.
Our records confirm that as of September 13, 2024, your phone number was successfully ported out.
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.Therefore, your refund request is denied.
We regret any inconvenience you may have experienced.
Sincerely,
********* ********-***
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Initial Complaint
Date:09/07/2024
Type:Product IssuesStatus: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.
Hello, I recently went on a business trip to ******, ******* and in preparation for the trip I purchased an E-SIM from Boost Mobile on August 30 ********************************************** ******. I needed this service to maintain communication with my family, co-workers and to arrange for navigation and transportation while there. Upon arriving in ******* and attempted activation of the service I was informed that my phone was locked until January of 2025 and that I would not be able to use the ****** This left me without a method of communication unless I was using public WiFi in limited areas of ******. My main complaint is that Boost should have known that my phone was locked and informed me of this before I paid for the service and had the expectation that I would be able to use it during my trip. I contacted Boost Mobile via chat on September 2nd to ask for help and the chat agent asked me to call customer support for a resolution. I called customer support on September 9th and spoke with an agent who listened to my questions and refund request, put me on hold for 6 minutes then disconnected the call. In my second call later on September 9th to a different agent I was informed that there was no way to refund the purchase and they would not do anything else to help me or attempt to make the situation right in any way. I consider theft as the company knew very well that the ************* would not work on my phone and allowed me to purchase it anyway.Business Response
Date: 10/02/2024
October 1, 2024
Mr. **** *******
***************
*****************************;
Re: BBB Complaint #********
************ -2024-09-20210
Dear Mr. ****************** September 9, 2024, we received your complaint, dated September 7, 2024, filed with the Better Business Bureau.
You said you recently purchased an eSIM from Boost Mobile for your business trip to ******, expecting to have roaming data services. Upon arrival, you found that your phone was locked until January 2025, preventing you from using the eSIM. You said that we should have informed you about the phone's lock status before you bought the service. You contacted us for assistance, but you received inadequate support; the first ***** directed you to call customer care, and the second ***** disconnected your call. A third ***** informed you a refund was not possible.
When we spoke on the phone on October ******, you said that the website should have been more transparent during the process of setting up your device for international service. I apologized for the lack of clarity, and informed you that I would apply a one-time courtesy credit of $13.23 to your account as requested. You thanked me for the call and the credit.
We apologize for any inconvenience this may have caused.
Sincerely,
********* ********-***
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**************************************
******,CO 80210
***** *****Customer Answer
Date: 10/02/2024
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:09/07/2024
Type:Service or Repair IssuesStatus: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 2 phone from boost they shipped later then I anticipated I was moving and boost and *** would not allow me to update the address and boost told me to ship them back to have them sent to the new address and now they will not ship them to me and will not tell me whyBusiness Response
Date: 10/03/2024
October 3, 2024
Mr. ***** *******
**********************************************************************************************;
Re: BBB Complaint #********
************** -2024-09-20207
Dear Mr. ****************** September 9, 2024, we received your complaint, dated September 7, 2024, filed with the Better Business Bureau.
You stated that you ordered two phones,but they were shipped later than you anticipated and you have now moved. We told you to return the phones and then they could be sent to your new address with a new order; however, the order was canceled and you were not given a reason.
When we spoke on October 3, 2024, I explained that the original order you created was returned, but is still showing in progress. This caused the new order you created to be canceled by our order integrity team due to possible fraud concerns.
I offered to assist you with the creation of a new order, which you accepted.
We regret any inconvenience you may have experienced.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
********* *****
****** ********Initial Complaint
Date:09/07/2024
Type:Product IssuesStatus: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 *** card so I could return to their Network for $12.50 for the first month $25 a month after that. They activated my phone the day they sent it out so even though I didn't have the *** card yet I was still using the month of course and then when I received it put it in the phone and it didn't work I proceeded to call from a friend's phone to boost mobile and they told me that they sent me the wrong *** card but I'd have to buy another one. I told him I knew better my phone was unlocked it can run any network I bought it from them it's compatible but yes they could send me a T-Mobile *** card not **** they said I'd have to buy one after arguing with him I finally hung up and try it again the next day several times same thing except for now I needed to buy a new phone and a new *** card and I needed to create a new account when I called the local boost Mobile store he said that the transaction was done on ************************** you know nothing of it and couldn't do anything about it I have called on several occasions since trying to get something done and arguing to no avail that they owe me at least another sim card or my money back they will do none of the above I keep telling me I have to buy a new phone and a new *** card I want my money back I'll never use them again even though I was a customer of theirs for probably 13 years beforeBusiness Response
Date: 09/24/2024
September 20, 2024
Ms.***** ***
****************
Zephyrhills,FL 33542
Re: BBB Complaint #********
************** - *************
Dear Ms. ************** September 9, 2024, we received your complaint, dated September 7, 2024, filed with the Better Business Bureau.
You stated that when you signed up for service, you were sent an incompatible SIM card. When you asked for a compatible SIM card, you were advised there would be a cost. Due to this, you requested a $12.96 refund for the first month of service.
The SIM card we sent you was based on the best network in your area; however, the ** phone that you attempted to activate is not compatible with the network you were placed in.
When we spoke, I offered to mail you a compatible SIM card and provide you a courtesy credit of $38.05 (the amount currently due, plus next months service). You were satisfied with this offer.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***** *********
Team Lead
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******, ** *****Initial Complaint
Date:09/06/2024
Type:Product IssuesStatus: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 8/6/24 I purchased a mobile phone for a friend of mine in **************, that had lost his phone. I called Boost at ************ & purchased an on sale phone for $39.99 with my US Bank debit card, & gave them the shipping address of my friend in *******. I was told to call back in a few days to receive a USP tracking number for the shipment. A few days later I was given a tracking number but told the shipment was going to a different address than the one that I had given them. I told him to stop the shipment until we could work out the problem & was told he couldnt & that I would have to wait until the shipment reached the shipper ***** at which time I would have to tell them to return the shipment to the sender. I called *** when the tracking number showed up on their website & was told by them that the shipper was the only party that could have the shipment returned. I told them of all that had transpired with Boost but was told there was nothing they could do on their end. I went to my local bank ************* said that they could temporally refund the payment to my account & put me in touch with the ******* dispute resolution department. I filed a claim with the bank & am currently awaiting a decision on their findings. On 9/5/24 I checked my bank statement on line & found a further charge to my account from Boost in the amount of $73.84. I called back to Boost at ************ & asked for an explanation as to what the charge was for & how it was submitted without my approval. The gentleman said they had no record of any charge to me so he couldn't do anything for me or answer my questions. He suggested that I contact the authorities & report this as a fraud. I canceled my debit card at the bank, explained the situation to them, & had the transaction denied & flagged as a fraudulent request.Business Response
Date: 09/18/2024
September 10, 2024
Ms. ***** ******
*********, OR 97415
Re: BBB Complaint #********
************ -2024-09-20205
Dear Ms. ***************** September 9, 2024, we received your complaint, dated September 6, 2024, filed with the Better Business Bureau.
You stated that on August 6, 2024, you purchased a device for a friend, but it was shipped to the wrong address. You mentioned that *** was unable to cancel the shipment. You said you contacted your bank and filed a dispute for the charge and received a credit. You indicated that on September 5, 2024, you were also charged $73.84. You requested a refund for both transactions.
Our records indicate that the device was delivered to the address on the order on August 12, 2024, via *** tracking 1Z52A2591219558630. The charge of $39.99 was disputed on August 23, 2024. The additional charge of $73.84 was a payment for services, made on September ******, via automatic payments. As you have indicated you did not give permission for this card to be used, it was removed from automatic payments. As your financial institution is disputing these charges, we are unable to process a refund. Once the dispute is resolved, we may revisit the matter.
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
****** ********Customer Answer
Date: 09/27/2024
In the reply I received through the BBB from ******** ********, ****************** Manager with Boost Mobile L.L.C. she addressed the issue of the unauthorized, automatic payment charge of $73.84 for services made against my bank card, & indicated that they were working with the bank on this issue. My concern now is the original problem that (1) they shipped the phone which I purchased to an unknown address. (2) would not stop the shipment. (3) wouldn't tell me where it was being shipped. (4) insisted that it was my responsibility to contact the shipper **** to return the shipment to them, the sender. When I tried to do this, *** informed me that the sender was the only one that could change the delivery information. When I contacted Boost with this information I was told there was nothing they could do.
As a resolution I would like a refund of the original $39.99 that I paid for the phone, in addition to the removal of, & refund for, the $73.84 automatic payment for services.
Initial Complaint
Date:09/06/2024
Type:Service or Repair IssuesStatus: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.
Im a current customer of ****************** and wanted to add a line to my current account. So on July 19, 2024 I opened a line and paid $27 and on the 22nd of July boost charged an extra $27 to my bill for the Monthly payment, which is essentially me being charged twice within two days. I have called numerous times trying to explain the overcharge one minute Im told I would receive a refund and today was told nothing was wrong. It might seem like a small thing but an overcharge is a problem to me. The photos submitted shows the $27 dollars to open the account and the next photo shows me being charged the $27 again two days later with my bill. Which is an overchargeBusiness Response
Date: 09/24/2024
September 16, 2024
Ms. ***** *******
*******************
*********, ** 18102
Re: BBB Complaint #********
************ - *************
Dear Ms. ****************** September 9, 2024, we received your complaint, dated September 6, 2024, filed with the Better Business Bureau.
You stated that on July 19, 2024, you paid $27.14 to add a second line to your account. On July 22, 2024, you were charged a second time for the same line. You requested a refund for the second charge.
Your monthly bill covers service from the 22nd of each month to the 21st of the next month. When you activated the phone on July 19, 2024, you were charged $27.14 for the current billing cycle (June 22, 2024 - July 21, 2024). Please note that Boost Mobile does not have prorated charges. When your new bill cycle started on July 22, 2024, you were charged for all your phone services, including the new line. That payment covered services from July 22, 2024 through August 21,2024.
All these actions are in accordance with our terms and conditions, which include:
?Services are not prorated when added partially through a billing cycle
?We will withdraw money from your account on the payment day for all services used
?Payments remitted to Boost Mobile are final and non-refundable
I made an exception and credited $27.14 on your account. This credit will go towards your next monthly bill.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
***** *********
Team Lead
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************************;
******, CO 80210
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