Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

Customer Complaints Summary

4,964 total complaints in the last 3 years.
1,521 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/24/2024
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 phone & attempted to switch my number over as well yesterday. When attempting to access account to transfer #, Im getting message my info isnt in system yet & to call if continues past an hour. Its been well over 8 hours.When account was charged I received a notice stating phone wont be sent out until Sept 4, 2024. After noticing this I called their # to cancel. As I need a phone NOW, not in two weeks.Only to be told they will not cancel order until I receive phone. If the phone is not in stock & wont be shipped out until Sept. 4, there is plenty of time to cancel. I spoke with a female named Mark ***** I was then told again I have to wait & IF I receive phone, call back. I do NOT want this service or product. Especially after attempting to deal with their customer service. Every other phone company has a link to cancel on their confirmation email. This seems very underhanded to me. I dont normally have to involve BBB with purchases, but things are changing in this world. Im asking for help in resolving this mess. Thank you
Business Response
Date: 09/17/2024
September 12, 2024

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

Re:          BBB Complaint #********
                ************** -2024-08-19008

Dear **************************** 26, 2024, we received your complaint, dated August 24, 2024, filed with the Better Business Bureau.

You said you bought a phone with Boost Mobile and attempted to port in your phone number, but you received a message saying your information was not in the system yet. After more than eight hours passed, you saw that the phone would not be shipped to you until September ******. You called in to cancel, but you were told the order could not be canceled until you receive the phone despite it not being in stock. You spoke with an agent who instructed you to wait and call back if you receive the phone. You requested assistance.

My attempt to contact you by phone at ************** on September 12, 2024, was unsuccessful, but I left a voicemail.

Our records confirm a credit of $125.45 was applied to your account on August 25, 2024, as your order had been canceled. On August 26, 2024, an agent confirmed this and assured you a refund was in process.

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:08/24/2024
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.
Ive been a customer for over 15 years and paid my phone bill every month. On August 24, 2024 I contacted Boost Mobile and requested a four day extension of my phone service because I have a 92 year old mother sick and I need my service. I spoke to a representative and then requested a Supervisor. Both Boost Mobile employees stated I could not have a four day extension even though Ive been a customer for well over 15 years and had never been granted an extension. As a big business entity I feel that my unforeseen circumstances and my situation - the business entity could have granted me the four day extension. Other phone carriers grant extensions. In my opinion this is unfair business practice for a long time paying consumer. Especially in todays economy.
Business Response
Date: 09/18/2024
September 17, 2024

Ms. ******* ********
***************************
**************, MD 20772

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

Dear ****************************** 26, 2024, we received your complaint, dated August 24, 2024, filed with the Better Business Bureau.

You stated that you contacted our customer care department to request an extension on your payment due date, but you were refused.

Boost Mobile prepaid accounts do not have an option for payment extensions in our system.

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:08/23/2024
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 *** card that did not work in my sons phone. When the *** card didnt work boost wouldnt let me make an account on there app because I didnt have the full number since I couldnt activate my phone. A couple weeks later $25 was taken from my account from ********************** and I never signed up for auto pay. I chatted with boost and was told until I had the phone number and *** card number I couldnt have my account looked up. How can you not look me up by my phone number I used to purchase the *** card, my name or email??? Then after complaining about autopay they take the money again in a month. They will not refund it because they dont do refunds no matter what happened. You steal my money and talk about a refund? No one gave you permission to ever touch my money
Business Response
Date: 09/12/2024
August 27, 2024

Ms. Porscia *****
**************
************************;

Re:          BBB Complaint #********
                ************ -2024-08-18995

Dear **************:

On August 26, 2024, we received your complaint, dated August 23, 2024, filed with the Better Business Bureau.

You stated that you attempted to set up services for your son; however, the *** card would not activate. You were also unable to create an online account and you continued to be charged for services without your authorization. You said you did not authorize the account to be on automatic payments and you requested a refund.

A review of your account reflects that the services were activated on June 25, 2024. Please note that when you set up the account online, you requested the $25.00 unlimited plan with automatic payments.

The 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. In the interest of customer service, a refund of $62.89 has been issued to the card ending in 5243.

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:08/23/2024
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.
08/06/2024 I placed an order for a celero5G with a 30 unlimited prepaid plan which was to create a line for my son. I have been on the prepaid 60 plan myself for years. I saw an order for 2 lines and 2 phones I called. he said he would cancel the line, I would receive an email with shipping labels and when I received it back it would be refunded to my account. The package came and I still hadnt received the email so thats when I called them back on 08/12/2024. agent told me that I would have to pay for the shipping back and asked for the **** number of the phone being sent back I gave her the information and she said she would start a return and I would receive an email with instructions on how to return. He says I leased the phone which I did not sign up for. He said I would have received an email with a copy of the agreement and terms for leasing the phone (which I never received or could find) and that I was no longer a prepaid account but a postpaid. I'm a single mother on a budget and he could see for years I have had the same plan paid faithfully. He couldnt explain why I dont have a copy and If there was a mess up on the webpage there was nothing he could do. At this point, he said once the extra phone was returned my account would be refunded the bill would go down and would only be the 90 as expected as long as I returned before my bill due date. So I returned the extra. The package was sent from *** on 08/16/2024 with a delivery date of Wednesday 08/21/2024.On 08/09/2024 they charged my card *****, 08/11/2024 another 31.13&65. I didn't know until 08/14/2024. On 08/21/2024I was told by one agent first they hadnt received my package it was only after telling her I had the tracking number from *** and notification that the package had been received/delivered. At this point, the new agent said that once they receive the package it is another 3-5 days for the phone to then be inspected, and an additional 7-10 days to process any kind of discount or refund.
Business Response
Date: 09/12/2024
August 28, 2024

Ms. ***************************
**********************
*********, KS 66503

Re:          BBB Complaint #********
                ************ -2024-08-18993

Dear ******************:

On August 26, 2024, we received your complaint, dated August 23, 2024, filed with the Better Business Bureau.

You stated that on August 6, 2024, you placed an order for one Celero 5G; however, you received notification the order was for two lines and two phones and your card was charged $30.27 on August ******. You contacted customer care and you were informed the order would be canceled, but you still received it. On August 12, 2024, you contacted customer care again and you were informed the devices were leasedwhich you indicate you did not agree toand you would receive an email regarding the return information.You said you were told that once the extra device was returned, credits would be issued and your monthly amount would return to approximately $90.00 per month. However, you were then charged more on your credit/debit card and you requested a refund.

If a Boost Mobile customer chooses to finance a device or upgrade to one of our Infinite Access Plans, the account will automatically change to Buy Now, Pay Later. Please note that autopay and a soft credit check are required. For more information on this, please visit **********************************************************.

A review of your account reflects that on August 5, 2024, you placed an online order, 1270-948112-2107, for two lines of service and two Celero 5G devices and paid $20.12 for taxes. On August 8, 2024,the account was charged $3.06 for the monthly device finance charges and on August 9, 2024, the account was charged $30.27 twice. Please note that the only amount charged to your credit card for this order was the $20.12.

On August 14, 2024, you made a $60.00 payment that covered your service lines for the number ending in 2200. On August 24, 2024, you were issued a refund of $10.06, as the device was returned. On August 25, 2024, two credits, equaling $70.00, were applied to your account. Please note that these credits more than cover the charges ($33.33) for the third unwanted line.

As the Celero attached to the number ending in 8873 is showing leased, a copy of the lease agreement was sent to the email address on file.

As your account reflects a sufficient refund and credits have already been issued, we decline your request for any additional refund and/or credit.

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:08/23/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have not been able to call anyone or use any data since I purchased and set up the *** card I received. It has been three days. I spoke to three separate customer service representatives and none of them resolved the issue I did all of the troubleshooting suggestions and nothing worked. I went to go to a store in person only to find that the store no longer exists which was not shown on ****** Maps.
Business Response
Date: 09/12/2024
August 29, 2024

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

Re:          BBB Complaint #********
                ************** -2024-08-18921

Dear **************:

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

You said you have been unable to make calls or use data. You indicated that customer care was unable to assist you and the retail store you attempted to go to does not exist.

My attempts to contact you at ************** on August 28 and 29, 2024, were unsuccessful. I also sent an email to ******************** with a request that you contact me.

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

Please reach out to customer care at ****************, so your technical issue may be addressed properly.

You may see open stores in your area using the Boost Mobile website and then going to Find a Store.

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:08/23/2024
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 tried the service and hated it and want a refund. Please just give me my money back. My pin is **** and the number is ************
Business Response
Date: 09/16/2024
September 11, 2024

Mr. ***** ******
*********************
********, ** 53949

Re:          BBB Complaint #********
                ************** -2024-08-18817

Dear **************************** 23, 2024, we received your complaint, dated August 22, 2024, filed with the Better Business Bureau.

You stated you did not enjoy your Boost Mobile services and you have requested a refund.

Our records confirm that a payment of $12.94 was made on August 20, 2024, towards a $25.44 charge on your account. On August *******, a credit of $12.50 was made on your account to offset the negative balance leftover, bringing it to a zero balance.

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. Your request for a refund is denied.

Sincerely,

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

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

              ***** *****
Initial Complaint
Date:08/22/2024
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've been an extremely long-time customer. I keep running out of data Every Single Month and it's very dangerous. My apps for directions stop working completely. This time, I was lost in a bad neighborhood late at night and had to call someone else to please guide me home. I think I should get an upgrade for more data so I don't run out, at a reasonable price that's recurring every month. I think it's ridiculous, and as I mentioned, very dangerous, to stop the phone from working especially in this day and age when connectivity exists everywhere all day every day. Again, I've been an extremely longtime loyal customer with never any upgrades or help with this recurring Dangerous problem.
Business Response
Date: 09/12/2024
August 27, 2024

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

Re:          BBB Complaint #********
                ************ -2024-08-18815

Dear ****************************** 23, 2024, we received your complaint, dated August 22, 2024, filed with the Better Business Bureau.

You stated that you have been a customer for a long time, but continue to run out of data. You requested assistance with your account.

A review of your account reflects that you have the $15.00 per month 3-Month Unlimited Talk & Text + 5 GB 5G/4G Data plan.

Please note that your plan only includes 5 GB of data. If you require additional data each month, data packs are available either as a one-time purchase or recurring. For more information, please visit ************************************************. We also recommend changing to a plan that has more data.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 09/12/2024

Complaint: 22182434

I am rejecting this response because:
I tried to buy data packs I was told I was ineligible. Again, this is unacceptable and dangerous for me to continue to run out of data and my WHOLE phone stops working. Ceases to function. I lost access to maps and was LOST in a dangerous area. No excuse for this to halfback in this day and age of technology. Boost is greedy and doesn't care about the safety of Very Long Time Customers.

Sincerely,

******* ********
Business Response
Date: 09/19/2024
September 18, 2024

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

Re:          BBB Complaint #********
                ************ -2024-09-20864

Dear Ms. ******************* September 18, 2024, we received your rebuttal,dated September 17, 2024, filed with the Better Business Bureau.

You stated that you are rejecting our response, as you attempted to buy data packs but you were told you were ineligible. You also mentioned that when you run out of data, your maps do not work. You indicated that there is no excuse to run out of data.

Your account is eligible for the one-time $5.00 2 GB data pack. If you need assistance with adding this, please contact customer care. We encourage you to consider reviewing alternate plans with a higher data allotment if you need more than the 5 GB.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:08/22/2024
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 provided periods of non working service and refused to provide a refund before switching carriers. I am demanding a refund for the ***** for the last month of service with Boost due to service issues. Management refuses to provide any further contact and has not provided any means at resolution. This issue has persisted for over a month and I am seeking a resolution and refund ASAP. Phone number was ************ with Boost and the service date ended in July.
Business Response
Date: 09/03/2024
September 3,2024

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

RE: File Number: 22181366

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 22, 2024,regarding the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to an account not with ************************.

Upon review, T-Mobile has confirmed the customer is not a ************************ customer and may be a ******************** customer. We respectfully request you forward this correspondence to Boost Mobile for further investigation and response.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

T-MOBILE ********

****** *******
Executive Response
Business Response
Date: 09/03/2024
September 3,2024

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

RE: File Number: 22181366

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 22, 2024,regarding the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to an account not with ************************.

Upon review, T-Mobile has confirmed the customer is not a ************************ customer and may be a ******************** customer. We respectfully request you forward this correspondence to Boost Mobile for further investigation and response.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

T-MOBILE ********

****** *******
Executive Response
Customer Answer
Date: 09/03/2024

Complaint: 22181366

I am rejecting this response because: the boost mobile claim was forwarded to TMobile due to TMobile retaining ownership of the group Sprint

Sincerely,

****** *****
Customer Answer
Date: 09/03/2024

Complaint: 22181366

I am rejecting this response because: the boost mobile claim was forwarded to TMobile due to TMobile retaining ownership of the group Sprint

Sincerely,

****** *****
Customer Answer
Date: 09/03/2024

Complaint: 22181366

I am rejecting this response because: the boost mobile claim was forwarded to TMobile due to TMobile retaining ownership of the group Sprint

Sincerely,

****** *****
Business Response
Date: 09/17/2024
September 12, 2024

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

Re:          BBB Complaint #********
                641356463518-2024-09-20438

Dear Mr. **************** September 11, 2024, we received your complaint, dated August 22, 2024, filed with the Better Business Bureau.

You stated that you experienced technical issues and you were denied a refund prior to switching providers. You requested your last payment of $15.89 be refunded.

Please note that just as we advised you in your last complaint, there were no calls into customer care requesting assistance troubleshooting any technical issues prior to your disconnection date. A review of your account reflects that on August 23, 2024, a refund of $16.35 was initiated to the MasterCard ending in 8085, nevertheless. Please note that your last payment was for $16.35not the $15.89 you indicated. And no additional refund is warranted.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:08/22/2024
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.
On 08/12/2024, I ordered a phone from Boost Mobile. After ordering, I realized my address was incorrect. I contacted Boost **************** to fix the problem and changed my address on my account. They were unwilling to cancel or revise my order, even before it was sent, and told me to talk to *** after I received a tracking number. At first, I chose the option with *** MyChoice to deliver to a *** Store near me, but then called on 08/19/2024 to get it delivered to my correct address. It was delivered to the wrong address anyway. An investigation was initiated on 08/19/2024 to find my lost package. It closed on 08/22/2024 and I have not received either the phone or a refund. I have no other choice but to dispute the charge with my bank now, so I have done so today, 08/22/2024, and am now filing a claim with the BBB to aid in getting either my money back or a replacement for the phone I bought and did not receive.
Business Response
Date: 09/12/2024
August 23, 2024

***********************
***********************
***********, ** 97478

Re:          BBB Complaint #********
                ************ -2024-08-18812

Dear ************:

On August 23, 2024, we received your complaint, dated August 22, 2024, filed with the Better Business Bureau.

You said you ordered a device and put in the incorrect shipping address, and customer care was not willing to cancel the order or change the address. You claim *** was able to correct the address, but delivered it to the incorrect address. You requested a refund.

All phone orders will ship to the address used to set up the account. Customers can create and update a shipping address through the dashboard on the web. When you place an order for a device, it is your responsibility to ensure you put in the correct shipping information, as customer care cannot cancel an order or change the address once it is placed.

Your request for a refund is denied because we show the device was delivered, so you will need to file a claim with *** to address this issue.

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: 09/12/2024

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:08/22/2024
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 2 iPhone 15 using the infinite access for iPhone, I was approved for financing and signed the documents. The cell phones never shipped and upon calling I was informed that there is a hold on my account for credit file issues, I have amazing credit and this was very confusing. I asked for a refund and they denied my refund holding my $120 hostage without sending my phone
Business Response
Date: 09/09/2024
September 4, 2024

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

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

Dear ************:

On August 22, 2024, we received your complaint, dated August 22, 2024, filed with the Better Business Bureau.

You stated that you recently paid $120.00 for two iPhones via our iPhone Unlimited Plan. However, you never received the devices; therefore, you requested a refund for the order.

When we spoke on August 28, 2024, I advised you that I was unable to find the account in question with the information provided. I asked for additional information to locate this account or order, but you were unable to provide me anything at the time. You stated that you would send me an email with the requested information later that day.When I did not receive anything, I attempted to contact you at **************,but there was no answer.

Effective today, September 4, 2024, I have not received the email in question; therefore, I cannot locate your account to research this issue.

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

Sincerely,

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

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

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Boost Mobile is NOT a BBB Accredited Business.