Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

4,964 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:08/22/2024
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 applied for service with boost Mobile over the internet and was approved had a phone call with one of their representatives and also got a second confirmation of approval upon boost Mobile shipping my phones to me they then contacted *** and had my package returned to sender I never received anything from boost Mobile I contacted them asking for a refund and they told me that once they got the package back then I will get a refund i then contacted them again and ask that the account be canceled because I don't want to pay any bills to them I don't owe them anything I didn't get any phones from them and where's my money I paid them $128 for taxes on phones that I never received then I was told by representative that my account was canceled and I will be getting a refund to my card at 12:03 a.m. August 22nd 2024 I got an email from them stating that they have applied $128 credit to my account and which I don't have an account with them this account should have been closed on August 20 2024 now they are basically stealing my money as I don't have an account with them I was told I would be getting my money back to my card account and it's being put into a boost Mobile account that I requested to be closed as I never received any phones from them and I already have phone service with ******* I got approved and I got my phones from ******* I never received anything from boost they got their phones back but they haven't given me my money back they kept my money and put it as a credit in an account that I was told was canceled and then one of them at boost literally took the option to activate one of the phone lines on their own I never activated cuz I never got a phone to activate I want my money back asap
Business Response
Date: 09/09/2024
August 23, 2024

*****************************
***************************************************************;

Re:          BBB Complaint #********
                ************ -2024-08-18732

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

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

You said you ordered a device and you were informed it had been approved, but the device was returned. You indicated that you were charged $128.00 and you have not received a refund.

Our records show a $128.00 refund was issued on August 21, 2024. Please allow ***** business days for processing and delivery.

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

                *****************************
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 was a Virgin Mobile customer since 2005 and all ** services were transferred to Boost Mobile in early 2020. On 06/10/21 I purchased a new iPhone SE thru Boost Mobile and remained a customer until I switched to Xfinity ********************** on 11/21/21, which I am still using today. I contacted Boost Mobile to unlock my new iPhone and was told I wouldnt be able to do so until 06/10/22. I contacted BM customer service via their web-based chat service in 06/10/22 and requested to have my phone unlocked, and was told this was complete. Fast forward to this year, 2024. I attempted add a new line to my existing Xfinity Mobile service and use the iPhone I had requested to have unlocked but found it was still locked by Boost Mobile. I called BM customer service to have this phone unlocked and was told they couldnt locate my account info and were unable to help me any further. I pressed the matter and was told to contact Apple to have them unlock the phone. I contacted Apple and they tried their best to help but they were ultimately unsuccessful in trying to unlock the phone, and reluctantly directed me back to Boost Mobile stating that only the original mobile service carrier has the ability to unlock the phone. I contacted BM customer service a second time and was again told they could not locate my account info and couldnt help. I asked to speak with a supervisor but was told they were in a meeting and unavailable. They directed me to visit a local Boost Mobile store to have the phone unlocked. I visited a local store today (08/21/24) but was told this couldnt be done in the store and was directed to call customer service again. I called and spoke ****** and was told the same story as before, even the same excuse about the supervisor being in a meeting. ****** continued to tell me there was no possible solution and refused to transfer me to anyone else, then told me the supervisor had left, clearly lying to me. Defeated, I ended the call. I just want them to unlock this phone.
Business Response
Date: 08/29/2024
August 22, 2024

*********************************
MI 49230

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

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

On August 22, 2024, we received your complaint, dated August 21, 2024, filed with the Better Business Bureau.

You stated that you had service with Virgin Mobile when it was transferred to Boost Mobile in 2020. You purchased an iPhone SE on November 21, 2021, and on June 10, 2022, you were advised the device was unlocked. You attempted to use the phone with a new service provider,but it is still locked. You said that now when you contact customer care, they are unable to locate an account for you or provide further assistance. You also went to a store, but they were unable to help as well. You requested your device be unlocked.

Please note that prior to DISH Network obtaining Boost Mobile, your phone was locked to Sprint. As you did not have an active account when we migrated customers to our platform, your information (including this device) remained on the old platform. This is now owned by T-Mobile.

Boost Mobile will unlock a device under the following circumstances:

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

When we corresponded by email, I advised you that I unlocked the device in question.

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:08/22/2024
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.
On 8/21/24 I attempted to transfer my phone to a new carrier. Boost gave me the run around with providing me the transfer pin which is needed even after I paid the bill. I was on hold for approximately over an hour, given an incorrect pin, hung up on and now mysteriously my phone is not even connected. I cannot make or receive calls. I am a contract nurse and the lost of my phone is costing me shifts I could be picking up.
Business Response
Date: 09/13/2024
September 5, 2024

******************************************
**************************
*****************************;

Re:          BBB Complaint #********
                ************ -2024-09-19747

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

On September 4, 2024, we received your complaint, dated August 21, 2024, filed with the Better Business Bureau.

You stated that you attempted to transfer your phone number to a new provider on August 21, 2024, but you were provided with the wrong porting information. You indicated that we refuse to release it even after you paid the bill. You requested a refund.

Please note that the ********************************* (FCC) regulates phone number portability and Boost Infinite strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include, but is not limited to: account number, account holder's name, phone number, five-digit ZIP code, passcode or the PIN that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.

A review of your account reflects that your phone number was ported out on August 21, 2024, and the account subsequently disconnected.

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; however, in the interest of customer service, a refund of $50.00 has been issued.

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:08/22/2024
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.
Signed up for a Galaxy S24 Ultra promotion they had. I applied and got approved filled out information and processed order. They took DAYS. I received no confirmation email or the email that wanted me to sign a contract agreement with them. During this time, I talked to three different people. All of these people had no idea what was going on or how to find my order etc. they just kept saying to wait but no emails ever can then they abruptly canceled the order and said I wasnt approved. I was told to resubmit my order. I did. As of today no confirmation emails and no communication from boost. They refuse to acknowledge me or actually make any progress but they have no problem holding onto my money. This is ridiculous and I fear they will just cancel my order and waste my time again. This is very disappointing as Im going on vacation and wanted the new phone before I left town. Im starting to think this company is a scam and not worth it. Why approve someone twice and keep wasting their time with no emails and no communication just to cancel their order several days later. Why hold onto my money the whole time? Ridiculous. Other carriers can handle processing orders in a reasonable timeframe and this was a massive waste of my time in addition to them running me in circles. Photos to show how absolutely ridiculous communicating with their customer service is. Didnt know my name right after I provided it, provided me wrong form, and kept blundering the conversation. Just fufill the order at this point. Please quit making me resubmit and resubmit. Why are you holding my money for this long and continually approving me just to string me along?
Business Response
Date: 08/29/2024
August 22, 2024

***************************
**************************************************
***************************;

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

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

On August 22, 2024, we received your complaint, dated August 21, 2024, filed with the Better Business Bureau.

You stated that you signed up for a Galaxy S24 promotion; however, you received no email confirmation or for the device financing. You contacted customer care and you were told to resubmit it, as the first order was not approved. You then placed a second order, but you have yet to receive it. You also expressed dissatisfaction with the customer service you received. You requested that the order be shipped to you.

A review of your account reflects that our order integrity team canceled order 6967-689501-4403. Please note that the $87.75 payment will be released and made available within 72 hours. For any further questions regarding this, please contact **********************.

We regret that your experience was unfavorable.

Sincerely,

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

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

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

Customer Answer
Date: 08/29/2024

Complaint: 22175654

I am rejecting this response because:
why are you running my credit and approving me but then refusing to ship the order and canceling the orders? This company is in some very sketchy business. Canceling someones order because they complained is also laughable. Not sure what youre gaining except to hold peoples money for days while I guess you can use it? Why lie about the approval and waste my time and hold onto my money for days? The companies response was a cop out and Im assuming they will continue in sketchy business dealings.

Sincerely,

***********************
Business Response
Date: 09/06/2024
September 5, 2024

***************************
**************************************************
***************************;

Re:          BBB Complaint #********
                ************** -2024-09-19962

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

On September 5, 2024, we received your rebuttal,dated September 5, 2024, filed with the Better Business Bureau.

You stated that you are rejecting our response, as your credit was run and you were approved for the order; however, the order was canceled prior to shipment.

Boost Mobile runs soft credit checks at the time of check out when device financing is involved. Please note that this has no impact on your credit score. As we advised you previously, for further information as to why the order was canceled, please contact our order integrity team at **************** or at **********************.

While we regret that you do not agree with our response, our stance remains the same.

Sincerely,

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

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

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

Customer Answer
Date: 09/06/2024

Complaint: 22175654

I am rejecting this response because:

the company is still not taking responsibility for holding my money for DAYS and wasting my time. Makes me wonder if they somehow turn a profit off of false approvals so they can hold onto your money for an amount of time. Shady business practices.
Sincerely,

***********************
Customer Answer
Date: 09/06/2024

Complaint: 22175654

I am rejecting this response because:

the company is still not taking responsibility for holding my money for DAYS and wasting my time. Makes me wonder if they somehow turn a profit off of false approvals so they can hold onto your money for an amount of time. Shady business practices.
Sincerely,

***********************
Initial Complaint
Date:08/21/2024
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 with Boost Mobile since 2007 and today I woke up with no phone service. I paid my monthly bill on time and customer service says it is due to me making conference calls and violating the regulations which I do not make and they cannot explain what regulations I have violated. They are refusing to restore my service or return my monthly payment.
Business Response
Date: 08/27/2024
August 27, 2024

*********************
4450 *******
*******************

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

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

On August 22, 2024, we received your complaint, dated August 21, 2024, filed with the Better Business Bureau.

You stated that your account was disconnected due to violating regulations, and we refused to restore it or refund your final payment.

Please be aware that we can cancel, modify or suspend your service at any time, for any reason. Here are some of the reasons we might do this:

If a court or government agency says we have to.
We or you lose, for any reason, the right to use networks or other facilities required to provide your services.
You violate the terms & conditions or any related policies, including, without limitation, the Acceptable Use Policy.
You behave badly online, such as abusing our employees or representatives, using our services in ways that we believe are illegal or harm others, providing us with false information, using the services in a way that ***** our network or another network we rely on, or using the service for things like spam or abusive, threatening or offensive messages.

A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy,please visit *************************************************************************************************.

If we cancel your service before the end of your billing period, you will be charged for the full billing cycle: your charges will not be refunded or prorated.

For any additional concerns regarding this issue, please email ***********************************.

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:08/21/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 23, 2024 I placed an order (#****-342169-1279) with Boost Mobile for 3 iphones and I paid a deposit of ******. That order was initially cancelled because Boost Mobile stated that I signed the service agreement But I never received it. I waited for my account to be refunded $******. Once the money was refunded I called Boost Mobile again and placed a second order (#****-087203-3309) The phones were shipped out and never received by myself or anyone in my household. The tracking number is 1Z0R954E4202991301. I filed a complaint with *** and they were unable to find the phones. I have been calling Boost Mobile for the past week in a half trying to get my deposit of $****** back, That has been unsuccessfully. I also received a bill that is due on 9/4 which I don't understand because I never received the phones. No one will assist me with this nor is no one is willing to let me speak to a supervisor.
Business Response
Date: 09/09/2024
August 23, 2024

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

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

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

On August 21, 2024, we received your complaint, dated August 21, 2024, filed with the Better Business Bureau.

You stated that on July 23, 2024, you placed an order for three iPhones and paid $288.00. However, the order was canceled, as the agreement was never signed. You indicated that you never received the email to sign it. You said that once you received a refund for the first order, you placed a second. The tracking shows that it was shipped, but you never received the package. You filed a claim with **** but your efforts to receive a second refund of $288.00 have been unsuccessful. You even received a bill, due on September 4, 2024. You requested a refund be provided for the second order.

Our records indicate that your original order,****************, was canceled due to the device financing documents not being signed, as you stated. The second order, 4241-087203-3309, shows delivered on August 13, 2024; however, the tracking number, 1Z0R954E4202991301, has an open claim on it, as you indicated that you did not receive it.

Due to the claim being opened with **** a $288.00 refund has been issued and the device financing loans will be canceled. The bill you received was credited and no balance is owed on 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

                *****************************
Initial Complaint
Date:08/21/2024
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 joined Boost Mobile on August 14th. I also purchased a new phone from them along with one of there plans. The phone was delivered August 17th while I was away. On August 19th at 4pm I opened the box and activated the phone with ****** from Boost Mobile. After activating I noticed the phone had a crack across the lower corner of the phone. I tried to reach back in touch but only get foreign representatives. I've tried for 2 days to resolve this issue. I've called ******** and **** They point me to Boost Mobile who refuses to replace the phone. I have a 30 day warranty on my complete satisfaction. I'm not asking for anything more than for them to replace the broken phone they sent me. Thank you. I responded to them in less than 1 hour when I realized the phone was damaged.
Business Response
Date: 09/09/2024
August 28, 2024

***********************************
*****************
Okeechobee, ** 34974

Re:          BBB Complaint #********
                ************** -2024-08-18682

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

On August 22, 2024, we received your complaint, dated August 21, 2024, filed with the Better Business Bureau.

You said you purchased a new device and it has a crack in it. You were directed to us by *** and ********* but we refused to replace it. You requested to exchange the device.

Our records show you were provided a return authorization number (**************) and told to write this on all sides of the return box. You will also need to return the device by September 13, 2024, and you are responsible for the shipping cost. You will only receive a refund if the device passes inspection. Because you do not have device insurance, your only other option would be to work with ******** to replace the device.

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:08/21/2024
Type:Delivery 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 placed an order on 08/01/24 from Boost Mobile. It was for an IPhone 14, I was sent an email it was shipped on 08/02/24 with a tracking number of (1Z0R954E3502899710). On 08/06/24 I received a call from a Boost Mobile asking me if I need help activating my phone. I explained to them I had not received the phone. After about 3 days had past, I had called in on 08/10/24 to let Boost Mobile know I didn't receive my phone. I gave them my info and I was told the phone was delivered, well I explained to the person that I did not sign for or receive any package from Boost Mobile. So an investigation was opened. I explained that it's only me and my 70 year old mother that lives here. I called back yesterday 08/19/24 because I haven't heard anything from Boost Mobile. After talking to a representative I was told that the investigation found that the phone was delivered to my address. I explained that I didn't receive any phone and I surely didn't sign for any phone package. I was told to contact *** the carrier that was delivering the package. I told them that wasn't my job to do. Also I was sent a email about being billed for service I don't have. Please help me with this situation. I need my phone I ordered or cancel anything service wise I agreed to.
Business Response
Date: 08/29/2024
August 21, 2024

***************************
******************
*********, DE 19703

Re:          BBB Complaint #********
                ************** -2024-08-18607

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

On August 21, 2024, we received your complaint, dated August 21, 2024, filed with the Better Business Bureau.

You stated that on August 1, 2024, you placed an order for a phone and you were sent an email indicating it was shipped on August 2, 2024. However, you never received the order and when you called in on August 10, 2024, you were informed that the package shows as delivered by **** You were then advised on August 19, 2024, that you would need to file a claim with **** which you refused to do. You requested the phone be resent or the agreement canceled.

Our records show that *** delivered order 5054-615869-5085 with tracking number 1Z0R954E3502899710 on Tuesday, August ******, at 1:40 pm EST, and their records show *********************** signed for the package.

During our phone conversation on August 21, 2024, I advised you to file a claim, as *** is saying the package was delivered. You refused and requested we send you a replacement. I advised you that if you choose not to file the claim, you would still be responsible for fulfilling the finance agreement. You then abruptly ended the call.

As *** has indicated they delivered your order and it was signed for by ***********************, we are unable to replace it or cancel the loan agreement. We encourage you to file a claim with ****

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

Sincerely,

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

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

                **************************;
Customer Answer
Date: 08/29/2024

Complaint: 22172524

I am rejecting this response because: A claim was filed by me to **** Case Number C0260905477
*** did advise me that they will be in contact with the Shipper of the package (Boost Mobile) I was also told by *** that the shipper (Boost Mobile) should be filing a claim, not me the receiver. Now I talk to and exec in the escalation department name ********, who was very rude. I was told that I signed for a package and they have my signature on a package. So I asked her to show me my signature if I sign for the package which they refused to do. I went through a similar situation with T-Mobile and *** with a package being returned and lost. I found out then that the shipper has to file the claim because they generated the tracking number. She did not want to listen to me and kept repeating the same thing over and over. I stated if the phone is not being replaced then cancel the service because I didnt receive a phone. She told me I will be charged until I file a claim. Well, the claim was filed the same day I talked to this so called exec named ********.

Sincerely,

***********************
Business Response
Date: 09/06/2024
September 5, 2024

***************************
******************
********, DE 19703

Re:          BBB Complaint #********
                ************** -2024-09-19966

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

On September 5, 2024, we received your rebuttal,dated September 5, 2024, filed with the Better Business Bureau.

You stated that you are rejecting our response, as you filed a claim with **** however, you were informed (by them)that we should have opened the claim, as we are the ones who generated the tracking number. You also disputed the signing for the package and requested proof. In addition, you expressed your continued dissatisfaction with the customer service you have received.

Please note that we would have only been able to open a claim with *** if the tracking number did not indicate the order had already been signed for.

Our records reveal that on August *******, your claim with *** was closed and the tracking number is now showing, Your investigation has been closed with a proof of delivery. At this time, you would need to contact *** to request proof of the delivery.

As *** has denied your claim, your refund request is denied. Please note that until the tracking number shows that a claim has been approved through ***, you are still responsible for the device finance agreement.

We regret that your experience was unfavorable.

Sincerely,

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

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

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

Customer Answer
Date: 09/07/2024

Complaint: 22172524

I am rejecting this response because:

Sincerely,

***********************
The claim is still open. Case Number (C0263377517) I literally just got off the phone with *** at 11:45am on 9/7/24. I was told that the Shipper has to contact ***. Once again I was told that the shipper (Boost Mobile) was supposed to initiate the claim, not me the receiver. I also was told by *** that there is no signature on the package just circles as the signature. Once again, the shipper has to contact *** I was told. Also I not paying for a service I dont have. I dont have a phone for service so how am I charged.
Customer Answer
Date: 09/12/2024
I was contacted by *** today 10:27 AM. I believe her name was ***. I was told that *** has paid for the missing phone. Plus Boost Mobile will contact me. If I dont hear from them today, give them a call tomorrow. I did not sign for any package which *** has confirmed.
Initial Complaint
Date:08/21/2024
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 boost mobile and service quit on august 16th and couldnt get anybody to help me on phone or chat monday i pay $45 at boost location for new sim card and phone works that evening and then stops again i get $2500 dollars hijacked from checking account tuesday morning to figure out my sim card keeps getting taken to use my identity to change passwords and things talked to half a dozen people at boost who either hangup or just refuse to help me says on my account page im using iphone se and i never had one i use samsung nobody will do anything to help
Business Response
Date: 09/09/2024
September 5, 2024

Mr. *******************
****************************
*********, OK 73065

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

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

On August 21, 2024, we received your complaint, dated August 20, 2024, filed with the Better Business Bureau.

You said that your service was suspended on August 16, 2024. After paying $45.00 at a retail store, service resumed that evening and then stopped again. On Tuesday morning, $2,500.00 was withdrawn from your account. You determined that your SIM card had been swapped. When you called in for assistance, you indicated that you are hung up on or refused help. You requested reimbursement for damages caused, hardship funds and a billing adjustment.

While Boost Mobile regrets that your accounts were accessed, we are not liable for any unauthorized access to your third-party financial accounts. Specifically,under the Boost Mobile Terms and Conditions, Boost Mobile is not responsible for, any unauthorized access, disruption, withdrawals, or other unpermitted activities in or relating to your other accounts maintained and controlled by other account providers for which you decide to use SMS two-factor authentication. Boost Mobile does not control or maintain your third-party account information, and because the withdrawal involves a separate account unaffiliated with Boost Mobile, we encourage you to contact your financial institution for more information on securing your third-party account.

We strive to provide excellent service and regret that your experience was unfavorable.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:08/20/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Signed up for this plan and multiple calls and messages and hang *** later I still do not have a phone number and when I call in as advised I keep getting hung up on even by the supervisor so now Im here. This is ridiculous and I am now waiting apparently 24 hours from 4pm cst to get an email to activate the line which is far from the 30 minutes I was told in the chats I posted as well. I dont have a phone number and I am out ***** hoping to not be scammed.
Business Response
Date: 09/16/2024
September 11, 2024

Ms. ********* *****
**************************
*********, ** 42303

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

Dear Ms. **************** August 21, 2024, we received your complaint, dated August 20, 2024, filed with the Better Business Bureau.

You said you attempted to sign up for service,but you were unsuccessful even after speaking with multiple agents and a supervisor. You said you were told to wait 24 hours for activation, but it never happened. You requested a $12.50 refund.

My attempt to contact you by email at ********************* on September 5, 2024,was unsuccessful, but I left my contact information. I never received a response to my email, and there was no phone number provided.

I was unable to find any record of an account using the information provided nor a payment made to Boost Mobile for the amount stated.

Please feel free to contact me either via email or by phone at ************** to discuss this matter.

Sincerely,

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

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

               ***** *****

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