Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  387 Strander Blvd Tukwila, WA 98188-2916

• 

  Boost Mobile

  957 Memorial BLvd Picayune, MS 39466

• 

  Boost Mobile

  827 Taylor Ave Towson, MD 21286

• 

  Boost Mobile

  8911B Pensacola Blvd Pensacola, FL 32534-1928

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:09/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a mobile customer of ********************** under a No contract/$30x month plan when my phone broke I called asking to buy a phone that would allow me to remain in my plan of $30 a month (knowing i can't afford to pay more!) to replace the broken one. Clerk suggested a phone for $43.00...in looking over my account and much to my surprise it came to my attention that I would be required to pay $60 a month as a result of activating the said phone...! I and the value of that ******** phone is $200+?! I immediately called to cancel order but was told I couldn't cancel although phone had not been shipped?! I was instructed to call back upon receipt of phone for instructions on how to return it ..on Sept 3 I received the phone (I didn't open the box) as instructed I called boost I was told to take it to *** store and they would return...the *** store indicated they do not handle Boost returns without label/proper return address. I immediately called Boost from *** facility and was told:"warranty expired on the phone and cannot be returned" I asked for a return address and to speak to a supervisor and was told there's no supervisor and that no address can be provided for phone return?! This appears to be a bait and switch tactic to push me to.accept a higher $60 plan without recourse! This is unaffordable to me as a senior citizen on limited income...I contacted my credit card company to safeguard additional charges that Boost might try to process. The phone is in my possession box not opened.

  Business Response

  Date: 09/24/2024

  September 18, 2024
  
  
  
  Ms. ****** ********
  *******************
  *********, ** 13308 
  
  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 you purchased a ******** Stylus 5G at $39.99. You were given the impression that this phone would be compatible with your current phone plan at $30.00. When you found it was not, you attempted to return the phone, but you were unsuccessful in obtaining return instructions. You requested to return your phone for a refund. 
  
  When purchasing a discounted phone, we may require a customer to subscribe to a specific plan. Prior to purchasing a discounted phone, the website will indicate which plan is required. Customers also have the choice of purchasing a phone for the Manufacturers Suggested Retail Price (MSRP), which does not require a plan change.
  
  Boost Mobile devices purchased through ***************************** may be returned within thirty 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 *****************************.
  
  When we spoke, you confirmed that you were able to return the phone successfully and a refund has been submitted. You requested a credit, as you had to pay to ship the device back. In the interest of customer service,I credited the $12.00 you requested. You stated that you consider the issue resolved.
  
  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
  
  

  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:09/06/2024

  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 new financed ******** g Stylus 2024 5G device from ********************** with service that was paid for in full upfront upon receiving the device we tried to activate via eSIM which is the option we chose The representative then put in the improper information and two weeks later I still have an inactive phone paid for mind you again they have done nothing to resolve this issue the last three out of the 19 phone calls I have placed to them they have sent SIM cards which are now unactivatable too because of what they're representative did they have not issued any refunds have not resent a new phone with working IMEI #s and will not do so under my request under the last several phone calls At this point I do believe hiring a lawyer would be my only option I am looking for any information possible under the eyes of New York state law this is nothing short of theft unrendered services I would like someone to please reach out to me thank you. I am 100% disabled individual as well through ************** and the ****************** this is unbelievable I have been without out a phone for approximately two weeks at this point All dates and services and receipts I do have as well. be going without a phone is not a good thing I have doctors and obligations hence I already paid them for the device being financed and a new months of service I am screwed now until my next one month payday to be able to get a new phone that actually will be activatable so in turn I will be without a phone for a month this is highly unacceptable.

  Business Response

  Date: 09/18/2024

  September 10, 2024
  
  
  
  Mr. ***** ********
  **************************************
  ***************, ** 14120 
  
  Re:          BBB Complaint #********
                  ************** -2024-09-20047
  
  Dear Mr. ******************* September 6, 2024, we received your complaint, dated September 6, 2024, filed with the Better Business Bureau.
  
  You stated that you purchased a new device; however, for the past two weeks you have been unable to activate ****** requested a refund.
  
  Our records indicate that the device was successfully activated on September 5, 2024. On September 8, 2024, you were provided with an account credit of $25.00. In the interest of customer service,an additional credit of $25.00 has been provided.
  
  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:09/05/2024

  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'm a customer of ******************, I have been with this company since it was virgin mobile. I spent an enormous amount of time looking for a phone that would work on their network and ne capable of wifi calling when I'm home. Since my 5 yr old started school this year it is imperative that I can receive calls at home. I went above and beyond by asking the customer support staff if the phone I was about to purchase on **** would work in this regard. I was informed by the customer support agent it would work both for the network and I'd be able to use the WiFi calling when home. After 2 months of trying to find out why this feature wasn't working I have been informed that because I didn't purchase this phone from them directly that it's not eligible for wifi calling. I only bought this device because they said it would work. I got all the serial numbers and such and explained in full that I was purchasing this phone from and online source and gave all the numbers for them to run and check that it would work. Once again I was told it would work as I needed it to. I have had several conversations with tech support, several live chat sessions and no one seems to care or even wanna find a solution to the problem they created. I'm a single dad and can't just buy another phone. Now I'm out 400 dollars and am gonna have to switch carriers I guess. What bothers me most is there is no complaint ***** or any attempt on their behalf to keep me as a customer all I have gotten is the run around. I've been given false emails 2x for complaint department. Just keep getting sorry . Since this is not my fault I feel at the least they could send me the equivalent phone that is capable of what I need. 13 or 14 yrs and I get a big FU. This is a horrible way to do a loyal customer. I don't understand y I wasn't informed when I asked that the device wouldn't do what I needed, and then they just say sorry *** I don't know. I hope u find a way to make them train ppl better thanks.

  Business Response

  Date: 09/30/2024

  September 24, 2024
  
  
  
  Mr. ***** ******
  ************************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Mr. ***************** September 6, 2024, we received your complaint, dated September 5, 2024, filed with the Better Business Bureau.
  
  You stated that you purchased a device through an online retailer after much research, as you wanted a device capable of Wi-Fi calling.After activating the device on our service, you found that Wi-Fi calling was not working. You requested that we exchange the device for a compatible one.
  
  Boost Mobile does not guarantee Wi-Fi calling functionality on devices not purchased directly from Boost Mobile.
  
  Our records indicate that you transferred your service to another carrier on September 14, 2024.
  
  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: 22246753
  
  I am rejecting this response because:
    All you did was repeat what I told u while leaving out the key component?  I only purchased said device because some one on your customer support staff assured me it would work the way I needed it to. Otherwise I wouldn't have purchased this device.. your man knew I was buying it from an online store and told me it would be fine...... As to switching to T-Mobile I had no recourse after weeks of trying to get your company to find a solution to the issue your man created.  During this period of my being patient and very very nice about this,while some of your people were rude and condescending, I was giving false email addresses and even one that was to boost Australia?  I was told the only way to lodge a complaint is through the review link on your site.  I was givin not one solution. After being with the company for well over a decade I would have expected more willingness to keep a customer around.  After the treatment I received I lowered my plan in expectation of switching carriers,otherwise I have paid you $60 a month for yrs and yrs.  I know it's not alot but I expressed that you were driving a loyal customer away. And this is your only response?  I'm really glad I switched. So u know I have the same device and can now use the WiFi calling feature for the same money per month.   Your lack of empathy or willingness to promptly answer ,and the fact that I'm the only one to suggest any kind of solution tells me I have made the right choice. Good luck staying in business *** you will need it. My parents , girlfriend, and a couple other people have seen all the screenshots and the audio recording I have and all are switching. That makes several hundred a month now your not taking in over you poor customer service and lack of give a F*** .    
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/05/2024

  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.

  I bought an item from this store location my total was $125 and after tax $165. I noticed that the sales tax was $40.80 when I asked the owner, he told me thats the tax in this area. Im sure 25% sales tax is illegal. But I had already paid, as I needed the phone.

  Business Response

  Date: 09/27/2024

  September 23, 2024
  
  
  
  Ms. ******* *******
  ************************************ E
  Peachtree Corne, GA 30349 
  
  Re:          BBB Complaint #********
                  ************** - *************
  
  Dear Ms. ****************** September 6, 2024, we received your complaint,dated September 5, 2024, filed with the Better Business Bureau.
  
  You said that you purchased an item from a retail store for $125.00, and the final total with tax was $165.00. You questioned the owner why the tax was $40.80 and he said this is the tax in that area.
  
  As stated in my telephone and email messages earlier today, Boost Mobile retail stores are independently owned and operated. Although they are authorized to sell our products and services, they are completely separate from Boost Mobile, L.L.C.Nevertheless, we do have a Relationship Management team that researches the type of issues you reference in your complaint. 
  
  Please provide me with the address of the store in question and, if possible, a copy of the receipt, so this matter can be thoroughly investigated. You can reply to my email with this information or call me directly at **************.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

• Initial Complaint

  Date:09/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a phone August 18th. Boost took the money out and then canceled the phone shipment. They just keep running around the issue and won't refund

  Business Response

  Date: 09/24/2024

  September 19, 2024
  
  
  
  Mr. ****** ******
  ********************************************** M103
  ******************
  
  Re:          BBB Complaint #********
                  ************ -2024-09-20041
  
  Dear Mr. ***************** September 6, 2024, we received your complaint, dated September 5, 2024, filed with the Better Business Bureau.
  
  You said you ordered a device on August 18, 2024, but it was canceled and you have not received a refund. You also mentioned the customer service you encountered.
  
  Our records show the order was canceled,so no monies were taken and no refund will be issued.
  
  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:09/05/2024

  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.

  So I added a new line of service to my plan on 8/23/2024 only had the phone on for two weeks and they suspended my service on the new phone

  Business Response

  Date: 09/18/2024

  September 11, 2024
  
  
  
  Ms. ******* ******
  ******************
  ******************
  
  Re:          BBB Complaint #********
                  ************ -2024-09-19900
  
  Dear Ms. ***************** September 5, 2024, we received your complaint, dated September 5, 2024, filed with the Better Business Bureau.
  
  You said you added a new line and you expressed frustration with your service being suspended after two weeks. You requested a billing adjustment.
  
  Boost Mobile policy states that you will be charged a full month of service when you add a line anytime during the billing cycle, as we do not provide prorated credits. As an exception, I applied a one-time credit of $10.00 to your account 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
  
                  ****** ********
  
  

• Initial Complaint

  Date:09/04/2024

  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 purchased my line at Boost Mobile on July 20th 2024 for $25. My first bill was $25.79 (which was the purchase of the line), which is fine because that's what it SHOULD have been. And I was informed that my bill would be $25.79 forever as Boost Mobile states that they have a no hidden fee and no tax increase policy. However, since July 20th Boost Mobile has charged me $30.79 and $31.47 stating that this was my "monthly bill". When I decided to get in contact with support on September 4th 2024, I spoke to two representatives. The first representative told me that I need to manually pay and THEN told me that the reason why my bill was so high was that Boost Mobile added an increase in tax to my monthly bill which I wasn't informed about, AND wasn't supposed to happen, and then she ended the chat after telling me that there was nothing she could do about it because she doesn't control the fees. The second representative I spoke to told me that if I required his help to pay my phone bill it was going to be an additional 4$, but when I raised the question of "Isnt Boost Mobile not supposed to charge additional fees?" he immediately changed his mind and said "Sorry about the inconvenience." Afterwards, he proceeded to tell me that my bill was high because I wasn't enrolled in Auto Pay (which I am and have been since I bought the line because it offers a $5 discount) and when I showed him proof that I was, he told me that I just wasn't reading the information right and that it was a glitch in the system as I was trying to explain to him that they overcharged my card TWICE, and that it was clearly evident in my account AND on my card and he still told me that I was wrong.

  Business Response

  Date: 09/16/2024

  September 5, 2024
   
  *. *****
  348 ***************** ************, MD *****
   
  Re: BBB Complaint #********
  ************** - *************
  
  Dear *. *****:
  
  On September 5, 2024, we received your complaint, dated September 4, 2024, filed with the Better Business Bureau.
  
  You stated that you should only be charged $25.79; however, you have been charged $30.79 and $31.47. You were also informed that if an agent processed your payment, there would be a $4.00 fee. You requested help with your account.
  
  Our records indicate that the Unlimited plan you are on is $30.00 per month; however, as you are on automatic payments, you are receiving a $5.00 credit. Please note that if automatic payments are disabled, your rate would increase to $30.00 per month, plus applicable taxes. For more information on the taxes charged, please visit *******************************************************.
  
  A review of your account reflects that the first charge of $30.79 for the Unlimited plan was on July 19, 2024, for $30.79; however, as you receive a $5.00 discount for automatic payments, you only paid $25.79. The next charge for the Unlimited plan was on August 19, 2024, for $31.47; but, again, as you are receiving the $5.00 discount, you only paid $26.47. Please note that your billing is correct.
  
  Boost Mobiles terms and conditions state that payments made with an agent are subject to a $4.00 convenience fee. For more information, please visit ********************************************************************************************************************.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  ******** ********
  ****************** Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc: ****** / ******* Better Business Bureau
  ************************************************************************************
  
  ****** ********

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22241528
  
  I am rejecting this response because: As I already stated I am aware that I had the $5 discount for my payments. However my complaint is that for the first two months I paid my bill, the discount was NOT taken off, and the customer service person I talked to TOLD me that it wasnt and that he wasnt sure why, which was the entire reason I was writing this complaint in the first place. $10 in total taken from me and hasnt been paid back. The screenshot that I sent the first time shows the clear change in payment from my first payment and my next two. 
  
  Sincerely,
  
  Z *****

• Initial Complaint

  Date:09/04/2024

  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 the victim of identity theft, were a fraudulent account was set up in my name with Boost Mobile. I immediately contacted Boost Mobile about this account, after receiving an email from them about the account, and 2 iPhones in the mail. They passed me onto ************, stating they did not have a fraud department and that Dish handles all claims. Once I contacted Dish, I was informed that they do not handle claims from Boost Mobile and to contact them about this account. After numerous phone calls to both companies over the last 2 months, always getting a different answer on what to do, I can still not get this account closed. Both companies always telling me to contact the other company to get this resolved. I have sent in paperwork and emails with no responses to either. At this point I dont know what to do since Boost Mobile will not close the fraudulent account for me, and need help getting the account closed.

  Business Response

  Date: 09/27/2024

  September 26, 2024
  
  
  
  Mr. ******* *******
  ****************
  *******, MT 59715 
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Mr. ****************** September 4, 2024, we received your complaint, dated September 4, 2024, filed with the Better Business Bureau.
  
  You said you were a victim of identity theft and an account was set up with Boost Mobile under your name and other personal information. You attempted to resolve this issue with customer care,but you were told to contact ************ and when contacting ************, you were told to contact us. You requested assistance.
  
  My attempt to contact you by phone at ************** on September 26, 2024, was unsuccessful, but I left a voicemail.I also sent an email to ********************** with a request to contact me.
  
  Our records confirm that your fraud claim has been received and approved, and there is no further action required on your part regarding this matter.
  
  We apologize for any inconvenience 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
  
                ***** *****
  

• Initial Complaint

  Date:09/04/2024

  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 August 28 3024 I ordered 2 iPhone 15 pro max from boost mobile on their website. The process stated that the order will ship within 3-5 business days and that I will get an email with tracking information when it ship. I noticed 2 hours later that I didnt get an email confirmation of the order so I reached out to find out why. The *** said they dont send confirmations out until the order ships. 3 days later I reached out again to check the status. I was told they have system issues sending emails out but my order shipped on August 30th with a delivery date of September 4th. I asked for a tracking number but the agent said they cant provide it to me.The next day august 3rd I reached out again and I was advised the phones will deliver same day. I asked for the tracking once more and they refused to give me. Around 4 pm same day I called and was told itll be delivered at 5 and that the delivery guy will call me. I got a missed call and a voicemail saying Im reaching out to help activate your phones that was delivered and a follow up email as well. I called them right away to tell them I dont have the phones. The *** this time guaranteed me that the voicemail was to notify me of the delivery for august 4th. On August 4th I called and was told since the phones delivered. I either have to file a claim with *** or pay for the items. Mind you they wont give me the tracking number, they know their system is not sending out tracking numbers.I feel helpless in this situation because all I did was place an order.Please help. All I ask is for them to deliver the items I purchased

  Business Response

  Date: 09/27/2024

  September 26, 2024
  
  
  
  Mr. ******* ******
  *************************************************;
  
  Re:          BBB Complaint #********
                  ************** -2024-09-19867
  
  Dear Mr. ***************** September 4, 2024, we received your complaint, dated September 4, 2024, filed with the Better Business Bureau.
  
  You said you ordered two iPhone 15 Pro Maxes on August 28, 2024, but you still have not received them despite contacting us multiple times about it. You also expressed dissatisfaction with the customer service you received.
  
  My attempt to contact you at ************* on September 26, 2024, was unsuccessful, but I left a voicemail.
  
  Our records confirm your initial order was placed on August 28, 2024, for a single iPhone 15 Pro Max for $198.00. Tracking shows that *** created a claim for this order. On September 8, 2024, an order was created and completed for an iPhone 15 Pro for $123.75. On September 19, 2024,an order was created and completed for an iPhone 16 Pro Max for $197.00. On September 23, 2024, a refund of $198.00 was issued back to the card on file for the return of the first device.
  
  We strive to provide excellent service and regret that your experience was unfavorable. 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
  
                ***** *****
  

• Initial Complaint

  Date:09/03/2024

  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.

  I paid $26.38 for my phone service through Boost Mobile for the month of September on 8/24/2024 and they decided to do account maintenance and cut my service off for 48 hours without notice or compensation for missed service hours. I had called customer service and was told my service could not be reactivated due to this account maintenance.

  Business Response

  Date: 09/24/2024

  September 20, 2024
  
  
  
  Ms. ***** *****
  ******************
  **************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. **************** September 4, 2024, we received your complaint,dated September 3, 2024, filed with the Better Business Bureau.
  
  You said that you paid $26.38 for service through September 2024; however, the account was suspended for 48 hours for maintenance, but you did not receive a credit.
  
  Your daily rate or, per diem, is $0.88; therefore, I applied a $1.76 credit to your account for the time you were without service.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********