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

  1507B Spring Hill Ave Mobile, AL 36604-3206

• 

  Boost Mobile

  8911B Pensacola Blvd Pensacola, FL 32534-1928

• 

  Boost Mobile

  2270 S. Smithville Rd. Kettering, OH 45420

• 

  Boost Mobile

  19326 Montgomery Village Ave Montgomery Village, MD 20886-3027

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:08/28/2024

  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 obtained two lines in April 2024 and once I started using it, I noticed that the signal was poor in rural *******, ****************** GA area. I was not able to use either lines and one of the phones fell into the water and wont come on. I kept managing to use the other line and even in ******* Highway traffic, trying to use Waze to find another route was very difficult as the network will just keep rolling and rolling! So I called Boost **************** 3-4 months ago to cancel those lines.The old phone pinged this afternoon and noted that a payment was made to boost from my bank account so I called ********************** customer service Mr ***** to inquire why my account was not cancelled when I last called. He confirmed I called 3 months ago and said that the *** did not write any note for what I called, which is quite unusual as *** are required to document reasons why a customer called and/or a summary of conversation. Mr ***** forwarded me to the cancellation department and the *** in that department hung up on me after trying to offer me a free month in lieu of cancellation.I am a premed student, a parent and also works, so I have not been paying attention to that account and it is illegal for Boost to refuse to cancel a non-contract month to month agreement while the service is not useful and request to cancel had been requested.Please help!!!One of the phone numbers is ************

  Business Response

  Date: 09/12/2024

  September 3, 2024
  
  
  
  *****************************
  PO Box 841
  ***************************;
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On August 29, 2024, we received your complaint, dated August 28, 2024, filed with the Better Business Bureau.
  
  You said you requested to cancel your service in May 2024, but it was not and you continued to be charged. You stated that you attempted to cancel again in August 2024, and we hung up on you. You requested to cancel your service and receive a refund.
  
  Your calls were reviewed and the following found: you were unable to verify the account in May 2024 in order to cancel, and the agent was experiencing technical issues in August 2024 and could not cancel your account as a result.
  
  With your permission, I canceled your lines on September 3, 2024.
  
  Your request for a refund is declined, as Boost Mobile Terms and Conditions disclose that payments remitted are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.
  
  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:08/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Boost Mobile now owned by ******* offered a promotion of a free iPhone 15 Pro with their $65 unlimited plan. Once I accepted the promotion after being told that my area was covered, I was also told that I had 30 days to either keep or cancel the service. Immediately upon activation, the phone remained on SOS because obviously as a tech professional, the tower strength is not good enough for my area. I worked with their tech support 8 times and then decided it was not going to work. I called to cancel the service and was transferred to tech support instead then transferred to loyalty then was told I would receive an email of cancellation and instructions on how to return the phone. That did not happen. So 2 days later I went through the same cycle of calls, finally was told the number was canceled but then was told I couldnt return the phone. It was ineligible for return. So Im told two different things within 2 days. It is recorded that I was never told the phone could not be returned but all of a sudden when I say after 8 tech calls, the phone doesnt work in this area at all, they then change the game. I offered the phone multiple times on that call and Boost said no. Im reporting them to my bank as well.

  Business Response

  Date: 09/19/2024

  September 18, 2024
  
  
  
  Ms. **** *****
  *********************
  Alcalde, NM 87511 
  
  Re:          BBB Complaint #********
                  ************** - *************
  
  Dear *************************** 29, 2024, we received your complaint, dated August 28, 2024, filed with the Better Business Bureau.
  
  You said that once your phone was activated, it went into SOS mode. You talked to our tech support and loyalty departments, but it could not be resolved. Therefore,you requested to return the phone within the 30 days allowed, but this request was denied.
  
  We communicated via phone messaging, but did not speak directly with one another.However, in my last voice message earlier today, I informed you that we would make an exception and allow you to return the phone. To facilitate this process, I sent a return shipping label to you via email. Please ship this package directly to me to complete the processing of the return.
  
  We apologize for any inconvenience this has caused.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************;
                  ******,CO 80210
  
                  ****** ********
  
  
  

• Initial Complaint

  Date:08/28/2024

  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.

  Boost Mobile Charges 7/27/24 Sales Tax for iPhone 15 Pro Max $66.00 First Monthly Bill for **************** 7/30/25-8/30/24 $91.61 Saying they will charge me $1199.99 for returned iPhone 15 pro Max Boost Mobile offers a No Risk 30 Day Money-Back Guarantee if you dont like their service- No ProblemI received iPhone 15 Pro Max via *** & began service with Boost Mobile 7/30/24. Throughout the month I had multiple problems with service, dropped calls, slow data, no service. On 7/27/24 I decided I better cancel the service & arrange with them how to return the iPhone 15 Pro Max the next AM. The iPhone 15 pro Max is in perfect condition.When I called on 7/27/24 to use the 30 Day money Back Guarantee. Over 2.5 hours I talked to 2 **************** agents, one **************** Supervisor. All told me my 30 days began on 7/24/24.I very calmly explained to each of them how could that be possible when I had not received the phone or started service with Boost Mobile until 7/30/24??? All of them said the same thing & that I would be charged $1,199.99 for the iPhone even if I returned it. And I would not be refunded for the months service either. Obviously both should be refunded to me but I was more concerned about the iPhone. Boost Mobile runs ads all over their ************ & radio featuring their No Risk 30 Day Money Back Guarantee.

  Business Response

  Date: 09/19/2024

  September 18, 2024
  
  
  
  Ms. ********* *********
  ********************************************
  ********, MA 01843 
  
  Re:         BBB Complaint #********
                  ************** -2024-08-19247
  
  Dear ******************************* 28, 2024, we received your complaint, dated August 28, 2024, filed with the Better Business Bureau.
  
  You said that on July 27, 2024, you paid $66.00 in tax to finance a device; however, it came with a 30-day money-back guarantee. You activated your service on July 30, 2024, and called in on August 27, 2024, to cancel the service for a full refund, but we refused to allow the return stating you were beyond the 30-day window.
  
  When we spoke on September 18, 2024, I informed you that our records show the order was created on July 24, 2024;therefore, when you called in to cancel on August 27th, you were beyond the 30-day window.
  
  Your phone number was ported to a new provider,your account disconnected and the full due finance balance charged to your account. As an exception, I created a return authorization to allow the return of the financed device; once it is received in acceptable condition, the finance balance will be credited and a refund issued for the service charges and taxes.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

• Initial Complaint

  Date:08/27/2024

  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 opened a new phone line, and purchased an iPhone 15 PRO. I input the correct address information, including my apartment unit number in the second address line. Upon completing the order the apartment information disappeared. I reached out to the company promptly and requested a fix and they refused. They said to wait until it ships but I never received shipping information. No tracking number or email came despite them insisting it would. I reached out repeatedly to no avail no one would assist me with updating this address information or providing details regarding my order. I received zero updates about my order. My delivery date came and they claimed the delivery was unsuccessful. I requested cancellation and they refused. I requested the tracking information again and they refused. I placed another order and experience the exact same issue despite being assured by staff that the unit number was present. I requested cancellation before the order supposedly shipped and they refused. I have now spent money on two devices which I have not received and the company is refusing to provide adequate assistance, a refund, or the product and service I have paid for.

  Business Response

  Date: 09/20/2024

  September 19, 2024
  
  
  
  Ms. ******* **********
  *****************************************
  ****************************;
  
  Re:          BBB Complaint #********
                  ************ -2024-08-19239
  
  Dear ******************************** 28, 2024, we received your complaint, dated August 27, 2024, filed with the Better Business Bureau.
  
  You said you added a new line and purchased an iPhone 15 Pro, but you noticed your apartment number was missing on the order. You contacted customer care to correct this, and you were told you would have to wait until the order ships; however, you have not received any tracking information. You indicated that you placed a new order, but with the same result.
  
  When I spoke with you on September 19, 2024, you said it was not a good time and disconnected the call.
  
  A review of your account shows that on August 21, 2024, you placed an order for an iPhone 15 Pro. You paid $60.00 and the order was delivered via *** on August 29, 2024. I found a second order placed on August 27, 2024, for an iPhone 15 Pro Max. You paid $72.00; however, the order was canceled and refunded to the credit card ending in 4422.
  
  We regret any inconvenience you may have experienced.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

• Initial Complaint

  Date:08/27/2024

  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.

  On 8/27/2024 I contacted Boost about data charges that was on my account that i did not authorize. A data add on that I personally called in and cancelled 4 days after it was placed. I contacted the company and expressed to them that the data charges on my line ************ was removed and was not supposed to be added. I was told by a ********** that my account would be credited those charges. My line disconnected when I pulled into my garage and the line got cut. When I called back to speak to another **********, she stated to me that although the first ********** did issue the credit, she doesn't have to honor that credit and will NOT honor that credit. If a credit had been approved, it should be honored. When I explained to her that my phone line cut, she said it doesn't matter and that she still do not and will not honor that credit. I am a single mother with a young child who is currently in hiding due to a domestic abuse situation and I am not working because of that. For someone to just take $140 from me for a bill that is supposed to be only $65.00, and then tell me that she does not have to honor the credit that was already approved is very disrespectful and insensitive .

  Business Response

  Date: 09/13/2024

  September 10, 2024
  
  
  
  Ms. ******* ****
  ********, LA 70737 
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ************************** 28, 2024, we received your complaint, dated August 27, 2024, filed with the Better Business Bureau.
  
  You requested to have two add-ons *********** also said that you were offered a credit by a supervisor, but the call got disconnected and the next supervisor you spoke to would not apply the ********** requested an account credit or refund.
  
  Our records show the add-ons are pending removal by September 11, 2024. A credit of $20.00 was applied to your account on August 27, 2024. No other credits are warranted.
  
  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
  
                  ****** ********
  

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22205658
  
  I am rejecting this response because:
  That Credit was applied AUGUST *******. THAT CREDIT HAS NOTHING TO DO WOTH THE NEW CHARGES IN SEPTEMBER OF 2024.

  Sincerely,
  
  ******* ****

  Business Response

  Date: 09/19/2024

  September 18, 2024
  
  
  
  Ms. ******* ****
  LA 70737 
  
  Re:          BBB Complaint #********
                  ************ -2024-09-20863
  
  Dear Ms. *************** September 18, 2024, we received your rebuttal, dated September 17, 2024, filed with the Better Business Bureau.
  
  You said the credit that was applied on August 27, 2024, has nothing to do with the new charges in September.
  
  The credit applied on August 27, 2024,covers one of the charges for the data hotspot and the high-speed data pack. It was applied after the last bill generated, which is why it shows up in the September statement. You are no longer being charged for the extra packs.
  
  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:08/27/2024

  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 had went into your Boost location on 7500 ****** in ***********, ** to replace a phone for a ****** kid. I used my debit card solely for the purchase a phone for her and not to pay the bills. I went into the store in November and was told that it was removed and now as of August 2024, they are back taking money out of my account that I did not authorize. I called Boost and was told because I do not have the pin, they will not removed my debit card information and this ****** kid is no longer in my custody. I want all of my money back that was taken out of my account!

  Business Response

  Date: 09/20/2024

  September 20, 2024
  
  
  
  Ms. ******* ******
  ********************************************************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear **************************** 28, 2024, we received your complaint, dated August 27, 2024, filed with the Better Business Bureau.
  
  You stated that you used your debit card to purchase a device for a ****** child, but you did not intend for it to be used for service payments. Your card has been charged many times for this reason, and you requested a refund.
  
  We spoke by telephone on September 20, 2024. You stated that you had received the funds back to your bank account and you want to ensure that no future payments are processed.
  
  The account has been suspended due to the charged-back payments and I removed *******.
  
  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:08/27/2024

  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 switch my phone service over from Metro PCS to Boost Mobile to their half off discount deal online that was August 25th. August 26th I called to get the E-sim while I was waiting on the physical sim. After we verified everything we proceed to add the e-sim which did not work at all. The service is not working at all. I cant receive any calls or text messages and I was on the phone(I used someone elses phone to call) with tech support for an hour and she said she put in a ticket for my service to work. I still cannot receive any calls or text messages. I called today August 27th to get the tracking which they told me they cannot provide me the tracking number although Im the only line on the account for the physical *** card and I literally got the run around until I got to escalations and he finally told me the *** card wont arrive until Thursday the 29th. Now Im without service until Thursday August 29th. I asked if they could prorate my bill or credit for next month since I dont have service and they told me they couldnt because thats not a reason in their policy because Im without service. The escalations kept telling me that my service was activated but I kept explaining its still not working. I told him that I needed my phone Especially for emergencies but he said that he cannot do anything else but try to troubleshoot which I didnt have time to do because I had to go to work I cannot spend another hour on the phone. My phone literally says SOS or It will have one bar and still not work. I told him I wanted to put in a complaint he told me he could not guarantee Ill get a call back and told me to ****** where to put in a complaint. Which brought up the boost mobile customer service.

  Business Response

  Date: 09/12/2024

  September 5, 2024
  
  
  
  Ms. JayhlenPerris *******
  ********************************************************************************************
  
  Re:          BBB Complaint #********
                  ************** -2024-08-19243
  
  Dear ******************:
  
  On August 28, 2024, we received your complaint, dated August 27, 2024, filed with the Better Business Bureau.
  
  You said that you had a SIM card sent to you, but it was taking too long and you requested an eSIM in the meantime.However, you could not get it to work with the eSIM or the physical card you received. You requested a billing adjustment.
  
  Once a SIM card is sent, we have no control over when you receive it from UPS.
  
  Your account is impacted by a systematic issue that our teams are diligently working to fix; however, there is currently no estimated time when the issue will be resolved. As a courtesy, I applied a one-time credit of $5.00 on September 3, 2024. We regret 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
  
                  *****************************
  
  

• Initial Complaint

  Date:08/27/2024

  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 was placing an order for a phone on the Boost Mobile website. After putting in my card information it finalized the purchase without asking me for my shipping info. I saw in the order confirmation that it was going to be shipped to a previous address that I now live a long distance from. I could not find a way to change shipping info on the site so called customer support. I was told that they could not change a shipping address once an order had been placed, and that I would need to call *** once the order had shipped so that they could change the address for me. When the order was labeled as having been shipped, I called *** to change the address. They told me that the sender of the package did not allow the address to be changed and that I would have to call them to have them contact *** to change it. I called Boost Mobile again and was told they couldn't do it and that I would have to call *** again and have them return the package to Boost Mobile to receive a refund. *** was able to ship the package back to Boost Mobile when I called this previous Tuesday. I called Boost Mobile on Friday to inquire about my refund as I knew they had likely received the returned package by then. The employee I spoke to confirmed Boost Mobile had received the returned package on Wednesday, but stated it would take three business days to issue the refund, and that I would receive it by the end of the business day Monday. On Monday I received a partial refund of $141.99. I called this morning (Tuesday) to ask for the remaining $60 that I did not get refunded. I was told that I was charged for a month of service. I stated that couldn't be correct, as I had never activated any service, as I had not received a phone, or even been given a phone number that I'm aware of with Boost Mobile. The employee stated that they would cancel the service for me. I asked again about a refund of that $60 and was told that there was nothing he could do. I'm simply wanting a refund of that $60.

  Business Response

  Date: 09/12/2024

  August 29, 2024
  
  
  
  Mr. *******************************
  ******************
  *****, WV 26426 
  
  Re:          BBB Complaint #********
                  ************** -2024-08-19246
  
  Dear ********************:
  
  On August 28, 2024, we received your complaint, dated August 27, 2024, filed with the Better Business Bureau.
  
  You stated that you placed an order, but were unable to update the shipping address prior. You mentioned that you were finally able to get *** to route the package back to sender. You indicated that you called in and requested a refund, but only received a partial one of $141.99. You also said that you were advised you were charged $60.00 for service and part of it was non-refundable. You indicated that you never activated the service or used it. You requested a $60.00 refund.
  
  A review of your account reflects that when you placed the order, you elected to obtain a new phone number. In doing so, the service is automatically activated within 72 hours of when the order should be delivered. As the device was returned, the service line was disconnected.
  
  On August 28, 2024, a refund of $60.00 was issued to the card ending in 6003.
  
  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:08/27/2024

  Type:Billing 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.

  Boost Mobile charged me an extra month even thought I canceled their worthless service within the first month of service! Stay away! Scamers!!!!!! They DID NOT give me a refund!I canceled on August 14th 2024 . They charged me on August 15th for the upcoming month. When I called, they admitted they did that. When I asked for a refund, they flat out said no but to rest assure they will not charge me again in September. I had to call my credit card, dispute the charge there, cancle my card completely and get a new number.

  Business Response

  Date: 09/13/2024

  September 6, 2024
  
  
  
  ****** *********
  19855 Wheelwright Dr.
  ************, MD 20886 
  
  Re:          BBB Complaint #********
                  ************ -2024-08-19111
  
  Dear ****** *********:
  
  On August 27, 2024, we received your complaint, dated August 27, 2024, filed with the Better Business Bureau.
  
  You said you requested to cancel your service on August 14, 2024, but you were charged for an extra month of *********** requested to receive a refund.
  
  You have since been removed from AutoPay and our records show a refund of $29.97 was issued on August 29, 2024.
  
  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
  
                  ****** ********
  

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22201882
  
  I am rejecting this response because:

  Boost says they refunded me the money.  NO they refunded themselves.  How can I take this $29.97 and put it in my bank.  I canceled my account with you so I DO NOT want this money in there, I do not want to use it to have BOOST **************** what is the point?   I want either a check refund or direct refund to the credit card you used to charge me.

  Also, you say you took out the auto pay, check the photo I posted.  It is still there, thank god I canceled that credit card so you won't be able to charge me again.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 09/20/2024

  September 19, 2024
  
  
  
  Mr. ****** *********
  19855 Wheelwright Dr.
  ************, MD 20886 
  
  Re:          BBB Complaint #********
                  ************ -2024-09-20929
  
  Dear Mr. ******************** September 19, 2024, we received your rebuttal, dated September 18, 2024, filed with the Better Business Bureau.
  
  You rejected our response, as you did not receive the refund issued on August 29, 2024, and your account appears to still be enrolled in AutoPay.
  
  I confirmed with our back office team that the $29.97 refund was issued to the card ending in 4837 on August 29, 2024. Please contact your financial institution for further assistance.
  
  AutoPay was removed from your account on September 6, 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: 09/23/2024

   
  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:08/27/2024

  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.

  Changed pan on phone on August 20 from ***** to ***** plan. Ordered to pay ***** so the plan would go in affect next billing date of August 26. they disconnected services on 26 of august. Called because phone was turned off. I explained I paid in advances and change to downgrades plan. was told they cannot do anything until I pay another ***** to turn phone back on. Then I did that to be able to have service, was then told I can get the plan next month but will not be able to refund, then phone just hung up called back 4 more times was told they will work on it was disconnected on each call. got up this morning 8/27/2024 and agent said he think he got it, but I will not get refund, sign in my account it still says ***** due 9/26.

  Business Response

  Date: 09/12/2024

  August 27, 2024
  
  
  
  *************************************
  *************
  ************************;
  
  Re:          BBB Complaint #********
                  ************ -2024-08-19112
  
  Dear ********************:
  
  On August 27, 2024, we received your complaint, dated August 27, 2024, filed with the Better Business Bureau.
  
  You stated that on August 20, 2024, you changed your plan from $50.00 to $25.00 a month; however, on August 26, 2024,your service was disconnected and you were forced to pay $50.00 to restore it.You mentioned that your plan will not change until the next billing cycle, and your account shows that the next recharge amount owed is $50.00. You requested a billing adjustment.
  
  Boost Mobile requires accounts to be in good standings prior to any account changes being made. Our records show no plan changes were attempted on August 20, 2024. As the account was not reflecting any plan changes, on August 26, 2024, the current plan amount of $50.00 was required to be paid to place the account in good standings.
  
  A review of your account shows that you are currently on the $25.00 monthly unlimited plan.
  
  In the interest of customer service, a credit of $25.18 for one month of service was applied to your account.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  *****************************