Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,963 total complaints in the last 3 years.
- 1,520 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/19/2024
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Misleading referral program. Never receive the referral bonus even following all the steps on the website and even the dashboard showing the referrals are successful. By Virgin still refuse to payBusiness Response
Date: 09/12/2024
September 9, 2024
Kawai Li
******, ** 12111
Re: BBB Complaint #********
*************
Dear ********:
On August 23, 2024, we received your complaint, dated August 19, 2024, filed with the Better Business Bureau.
You said that you never received your referral credits although the dashboard shows they were successful; therefore, you requested a refund.
I was unable to locate an active or inactive Boost Mobile account with the information you provided. However, the attachment you provided is a screenshot of what appears to be a text message from Virgin Plus (formerly Virgin Mobile ******), and is operated by Bell Canada headquartered in *******, ******.
Virgin Mobile USA was dissolved in January 2020 and had no association with Virgin Plus/Virgin Mobile ******.
I recommend that you contact them at virginplus.ca regarding this matter.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************;
******,CO 80210
*****************************Initial Complaint
Date:08/18/2024
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bought two phones with service. One has a regular sim, the other has a rainbow sim. The one with the rainbow sim lost service for a day,end up having to get a new number. Still having problems with the phone have to keep turn on and off airplane mode.Business Response
Date: 09/12/2024
September 11, 2024
Mr. ***** *****
***************************** F
*******, OH 44691
Re: BBB Complaint #********
************** - *************
Dear *************************** 19, 2024, we received your complaint, dated August 18, 2024, filed with the Better Business Bureau.
You said you purchased two phones from Boost Mobile and the second line lost service. You had to get a new phone number and continued to experience service issues. You would like both devices to be unlocked.
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
On September 11, 2024, I called ************** and the person who answered stated that you had switched providers, and there was nothing more to discuss.
We regret any inconvenience you may have experienced.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************************************************
****** ********Customer Answer
Date: 09/12/2024
Complaint: 22160560
I am rejecting this response because: they say money back if not happy with in 30 days. I want my money back. Has to go to another company and spend more money because of Boost Mobile
Sincerely,
***** *****Business Response
Date: 09/20/2024
September 20, 2024
Mr. ***** *****
***************************** F
*******, OH 44691
Re: BBB Complaint #********
************** -2024-09-20860
Dear Mr. **************** September 18, 2024, we received your rebuttal, dated September 17, 2024, filed with the Better Business Bureau.
You requested a refund under the 30-day money-back guarantee.
On September 20, 2024, I submitted a $96.00 refund for all payments made on your account; please allow up to two weeks for processing.
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
****** ********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:08/18/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
ON 2/21/2024 Purchased phone Celero3 5G+ from Boost Mobile ***********************************************. From the 1st day I have a had problems with this phone and service they tried trouble shooting it in the store Issues where people couldnt hear me and people told me i sounded like i was a robot choppy service they eventually fixed it the first day but hours later same issue called multiple times and even asked to switch out the phone which they said they couldnt do that or i had to pay 150 or something like that best thing boost did for me was discount my service **************************************************************************************************** all my money is spent on service which i didnt get even lost a job because of my phone issues. SO i demand my refund of all the moneys that i have spent. There is already a case file with my attorney but im going to give boost one more chance and just refund my money. This buy far is the worst service since becoming dish wirelessBusiness Response
Date: 08/29/2024
August 22, 2024
*******************************
****************
********, AZ 85353
Re: BBB Complaint #********
************ -2024-08-18362
Dear ********************:
On August 19, 2024, we received your complaint, dated August 18, 2024, filed with the Better Business Bureau.
You stated that you started services on February 21, 2024, and purchased a Celero 5G+. Ever since, you have experienced poor service. You asked for it to be exchanged, but your request was denied. You have contacted customer care several times about this, but to no avail. You were provided a $20.00 courtesy credit, but the issue has yet to be resolved. You requested a refund for all payments made since the account was established.
Customers who cancel within 30 days of account creation,will have Boost Mobile service fees refunded. Activation fees, if applicable,and phone payments will not be refunded. Port-in and AutoPay are required.Please note that a review of your account reflects that you are outside the 30-day money-back guarantee.
Our records indicate that on March 12, 2024,our market teams were dispatched and no trouble was found at the location you referenced. On March 15, 2024, you contacted customer care and after a setting was changed, you confirmed all services were working. On May 2, 2024 (as we have continued to monitor your account for reports of coverage-related issues) additional changes were made to improve the coverage at your location. Please note that the market teams will continue to monitor for any additional reports of coverage-related issues.
When you called in to cancel your account on April 21, 2024, you were provided an offer to keep the account active, which you elected to take advantage of. You were provided half-off for one month plus $20.00 off for three additional months.
If you want to exchange the device at this time, we recommend contacting the manufacturer since it comes with a limited warranty.To file a claim with the manufacturer, Tinno, please do so via their website or by calling **************. As you elected to put Boost Protect on the device, you may also contact Likewize via their website.
As you are outside our 30-day money-back guarantee, we are unable to provide a refund; however, in the interest of customer service, we made an exception to our unlocking policy and unlocked your device. If your phone requires a Master Subsidy Lock (MSL) PIN, please use **************** when your device instructs you to do so.
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: 08/29/2024
Complaint: 22159482
I am rejecting this response because:
You boost mobile seem to fail to tell the truth especially the whole truth you. Funny thing as I mentioned you didn't give me any others options I even asked in the very beginning to give me a new phone and no I couldn't get that you failed to mention that. But off course I could just cancel and be out of money but hey we can give you 20 dollars a month off. You didn't mention how many times I called in even went back to the store and the employee heard the issues I was having with the phone but all this back and forth with boost nothing was solved. Even the store employee said this device is brand new and that there are people experiencing the same issues. So no I'm satisfied with your response and will be moving forward with legal..Sincerely,
***************************Initial Complaint
Date:08/17/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 7th I applied and was approved with service for 2 phones plus service. I paid the $198.80 that was due. On August 8th the phones were shipped via *** tracking number 1Z0R954E3502970267. At 2:39 Boost requested the phones to be returned. On August 12th they arrived in ******** and the return tracking number 1Z0R954E1202970265 was given. I called on the 9th when they opened only to be told I no longer qualified and there was nothing I could do. On August 14th the phones were received by them. Today, August 17th I called again to see if my refund was processing. The lady stated she was going to look into my account. 5 minutes later she asks me for my email (which is needed to look it up). I, frustrated to the max again repeat what happened. Another 5 or so minutes pass and she repeats exactly what I told her. Again I'm told there's nothing I can do. I tell her that's not what I was calling for, and stated again for the 3rd time I wanted my refund. She then states the phone was delayed and hadn't been received. I continue to get the run around and I am literally sick of them. I've seen other consumers say that they've experienced this same exact thing and either 1) never got a refund or 2) it took weeks. Both along with their business practices are unacceptable to say the least. We want our refund and shouldn't have to wait for when they want to release it.Business Response
Date: 09/09/2024
September 4, 2024
Ms. ******* ******-*********
***********************
***************************;
Re: BBB Complaint #********
************ - *************
Dear ************************************** 19, 2024, we received your complaint, dated August 17, 2024, filed with the Better Business Bureau.
You said that you ordered two phones and you were approved. The next day, you were informed that you no longer qualified and would receive a refund; however, you have not. When you spoke to a representative, you were informed the phones were delayed, which is contrary to the information indicating they were returned on August 12, 2024.
Although the phones were never delivered to you, they still must go through a verification process when received because they have been transferred to multiple locations. Our records show the refunds were issued on August 19,2024.
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
****** ********Customer Answer
Date: 09/09/2024
Complaint: 22158967
I am rejecting this response because:
Sincerely,
******* ******-*********I got an email yesterday stating my bill was ready to be viewed. Why should I pay $267 and some change for service I've never been able to use. Fix this!!
Business Response
Date: 09/13/2024
September 13, 2024
Ms. ******* ******-*********
******************************************
***************************;
Re: BBB Complaint #********
************ -2024-09-20493
Dear Ms. *************************** September 12, 2024, we received your rebuttal, dated September 12, 2024, filed with the Better Business Bureau.
You said that you received a bill stating you owed $267.00 for service you never had. You requested for this balance to be waived.
What you received is an intermediary bill between the issuance of the refund and the adjustment to the account to offset said refund. Your account has a zero balance.
We apologize for any inconvenience and misunderstanding 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:08/17/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a phone off Boost mobile website and thought I was buying my phone outright then when I was trying to change services because I was paying to much for it though boost they said my phone was locked and I wouldn't be able to use it for a year. I asked where I signed a agreement and where it stated this and they said I hadn't signed a contract and there was no written agreement but refure to unlock my phone I didn't see anywhere where it stated anything about having my phone for a year through their service before I owned the phone I spent a few hundred dollars on a phone that only goes for a few hundred dollars it isn't even a high end phone it's a A35 I paid the same price the phone goes for. I want my phone unlocked I wasn't aware of a contract never agreed to one and paid for my phone probably more at boost the any where else.Business Response
Date: 08/29/2024
August 27, 2024
*****************************
********************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On August 17, 2024, we received your complaint, dated August 17, 2024, filed with the Better Business Bureau.
You requested you phone be unlocked, as you thought you bought it outright from our website.
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
You signed up for service on June 7, 2024, and purchased an A35 5G phone with 128 GB of storage.During the checkout process, you were given three purchase options:
At the discounted price of $149.99 (with the requirement of subscribing to the Unlimited Premium package at $60.00 per month)
With 36-month financing at $11.11 per month
At the full purchase price of $399.99
You selected the first option.
Because your device has not been active with Boost Mobile for at least 12 months, we cannot unlock it. We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it. As you did not pay the full purchase price for your device, it is not eligible to be unlocked until completely paid off or meeting the unlocking requirements.
We regret any confusion.
Sincerely,
*************************
GM - Retention Operations
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************************
****************Initial Complaint
Date:08/16/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Today I went to change my 4 phones over to tmobile from boost which I had for at least 15 years. When I did, the lady from tmobile couldn't port 2 lines over. I went to the ********, ****************************** on 12th st. After being told on the customer service line with ********************** that a store had to unlock the phones that I purchased out right from ******** So these phones were completely my phones owing nothing. After having customer service and dealer at the store at the same time, neither one would attempt to unlock my phones which they were legally bound to do. So in return I had to purchase 2 more phones new which I should have been able to use as they were newer phones. So with no cooperation with boost, I am asking for $100.00 back from them due to me having to spend from 12 noon to 4 pm going back and forth from boost to tmobile with no resolution from boost. I will be contacting the attorney generals office, ftc and puco and any other governing agency. It is my regret that a very loyal customer has to end its services in such a destructive manner. It is my hope that my experience will prevent further damage to other customers. My time is very valuable as these phones were to service disabled elderly customers as well as a military veteran who is disabled. If this is involving our American customers why would we want to treat our fellow Americans in such a way. Please rectify this for my family and I for it is very unprofessional and very disrespectful to be treated this way. I absolutely better not get any more withdrawal from my checking account as of this date as well. As I'm not asking for the remainder of the services i paid for this month. You may contact me to resolve this matter asap. Thank you kindly.Business Response
Date: 08/27/2024
August 20, 2024
*****************************
**********************************************;
Re: BBB Complaint #********
************ -2024-08-18357
Dear **************:
On August 19, 2024, we received your complaint, dated August 16, 2024, filed with the Better Business Bureau.
You said you attempted to port four lines to T-Mobile, but you were unable to port two lines as the associated devices needed to be unlocked. You said no one would assist you in unlocking the devices even though you purchased the devices outright from ******** You also expressed concern with the customer service you received. In addition, you indicated that you were charged again. You requested to receive a $100.00 refund.
The unlocking policy, which is also available online, states that your device must be active with Boost Mobile for 12 consecutive months before we can unlock it. Because your device has not been active with Boost Mobile for at least 12 months, we cannot unlock it. We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it. You paid the discounted price of these devicesnot the full MSRP. The devices associated with the lines ending in 1135, 9037 and 1263 have been unlocked, as they meet the requirements. The remaining devices are not eligible and therefore, will not be unlocked.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
Autopay was removed from your account on August 20, 2024;therefore, you will no longer be charged for service.
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 declined.
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:08/16/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've been with boost more than 10 years, no major problems until now I haven't had service for almost 2 weeks. And they have done nothing but make me wait for a new sim card for another week and gave me a $10 credit. Not happy at allBusiness Response
Date: 09/06/2024
August 30, 2024
*******************************
*****************
*****, ** 34473
Re: BBB Complaint #********
************ -2024-08-18281
Dear ******************:
On August 16, 2024, we received your complaint, dated August 16, 2024, filed with the Better Business Bureau.
You said that you have been without service for two weeks. You expressed frustration with having to wait for a new SIM card and only receiving a $10.00 credit.
Our records show your device was successfully switched over to the T-Mobile network.
Boost Mobile constantly monitors its network access for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. In addition,data coverage is not available everywhere and service speeds are not guaranteed. ************ 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.
Unfortunately, your account was 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. We regret any inconvenience,but additional credits are not warranted at this time.
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:08/16/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
May 20, 2024 Paid Boost $85.00 for sales tax involving the attempted purchase of a new phone. Because of delivery delays I called to cancel the order. I was told I could not cancel because the phone had already been shipped. I was told by their employee to refuse delivery and *** would return the phone to them. They clam the phone has not been returned to them by ***. I'm sure they have a tracking number but have not been willing to pursue finding the missing phone. In July I cancelled my phone service with them and have been trying to get them to refund my $85.00. NO luck. I've been told on several occasions that the refund is processing. Today I was told to check back in next Tuesday. They also informed me that monies they received for sales tax was not refundable and because I was no longer a customer the contract I entered into was not satisfied. I'm not aware of this contract. One of the calls today *************) went to an employee that refused to give me any info and another employee (Branson ***** I think) came on the line and informed me that they had a promotion going on and wanted to send me a $100 gift card. All I had to do was give him my credit card number to pay for the $4.99 handling fee and I would receive the gift card in the mail. I told him I was not interested the gift card and all I wanted to do was fill a complaint. Then the call was disconnected by him guess. I now understand why it was so hard to get ahold of them. They have questionable business practices without question. What governing body do I report this to? Need your help and I am pursuing the next level.Business Response
Date: 09/09/2024
September 9, 2024
*****************************
***********************************************
Surprise, AZ 85374
Re: BBB Complaint #********
************ -2024-08-18282
Dear ****************:
On August 16, 2024, we received your complaint, dated August 16, 2024, filed with the Better Business Bureau.
You said that you paid $85.00 for sales tax on a phone, but you had to cancel the order due to delivery delays. Despite following our instructions to refuse delivery, the phone was never returned and we have been unable to track it down. You have been trying to have your $85.00 refunded since July 2024, but you continue to be told it is processing and the sales tax is non-refundable but the contract is void since you canceled your service. You requested to be refunded the $85.00.
Our records confirm that the tracking number attached to your account shows that the initial delivery was rejected by you, as you mentioned. Another associated tracking number confirms that the device was returned on May 24, 2024.
When we spoke by phone on September ******, I informed you that I created a ticket to have a full refund ($85.00) issued back to your card on file, and I will update you throughout the process. I apologized for the delay and assured you that I would be the one continuing to assist you.You thanked me for my effort and took down my contact information, should you have any further questions or concerns.
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:08/15/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a phone plan and phone through Boost online on 7/26. By 7/27 I received and email saying my order couldn't be processed. I was told by order integrity they would not disclose why it was cancelled. They said I would get a refund in 72 hours. After that window passed, I called again, 5-7 business days. After that it was 7-10 with a concrete final date of refund being no later that 8/9. By 8/10 I asked for an investigation, was told I would be contacted by 8/13 with a resolution and explanation. I called 8/15, the ticket has gone no where and they are opening another one, with a 5-7 day resolution time frame. Still not willing to say why it was cancelled for security purposes. They refuse to even send me email confirmations of the conversations we have had.Business Response
Date: 08/27/2024
August 16, 2024
*************************
*********************
******, OH 45002
Re: BBB Complaint #********
************** -2024-08-18177
Dear ******************:
On August 16, 2024, we received your complaint, dated August 15, 2024, filed with the Better Business Bureau.
You stated that on July 26, 2024, you placed an order but on July 27, 2024, you received an email indicating it could not be processed. You were informed by Order Integrity that you would receive a refund within 72 hours, and yet despite calling in several times to customer care about it, you have not.
Our records indicate that when the order was placed on July 25, 2024, an authorization hold for $53.94 was created. When the order was canceled, the authorization hold was released. Please note that this means no payment was processed and the charge would have just dropped off of your account. If you are still seeing the charge appear, please contact your financial institution for further assistance. Please note that as we did not process a payment, we cannot issue a refund.
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: 08/28/2024
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:08/15/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was looking for a less expensive way to save on mobile phone costs because I am a senior citizen living on a fixed income and could no longer afford to pay the price with the provider I was with. So, I came across Boost Mobile and looked at their plans. I saw one plan that showed you would receive unlimited service with a new phone for only $30. a month because of an additional discount on the phone. I have included the information with the documents that I uploaded. I could afford that plan, so I went with it. but, back in May of this year, I had a situation where someone attempted a charge on the credit card that I was using for automatic payments. So naturally the bank shut the card down and I had to wait 10 days to receive the replacement card.When I called Boost Mobile to pay the bill and register the new card, I was told that I had to pay $60 instead of the $32 and change what I was spending monthly. Every time I talked with somebody about it, I got a different answer, and they would credit me the difference between the $32 and $60. finally, I talked with someone, and as usual, got a different answer. But, he would not give the credit as the others but said that I will have to pay the $60 dollars. I explain to him that I could not afford to pay that amount.. He said that he would have to send a ticket up to advance support and that they would give me an answer. after waiting a week I called and was told that they were going to change it back but did not give a time. I waited a day or two and then called back again to be told that they still did not have an answer. So, I called back the next day and was told the same thing but was put on hold and she came back and said that they had made a mistake and I was not supposed to receive the discount and now had to pay 60 dollars a month or lose their services.. I could not pay that amount and now I have no services and was told that I will have to pay the full price for the phone even though it was their mistake.Business Response
Date: 09/09/2024
September 8, 2024
Mr. ****** *****
***************************************************************;
Re: BBB Complaint #********
************ - *************
Dear *************************** 16, 2024, we received your complaint, dated August 13, 2024, filed with the Better Business Bureau.
You said that you chose a plan that promised unlimited service for $30.00 a month with a new phone. After your credit card was temporarily shut down in May 2024, you had trouble paying with a new card. You indicated that we requested a payment of $60.00 instead of the agreed-upon $32.00.Despite the many calls you made and promises of account credits or corrections,you were eventually told you were not eligible for the discount and must pay the higher amount to keep your service. As you were unable to afford the new monthly rate, your service was terminated. You were told you must pay full price for the phone, despite this not being your mistake.
Our records confirm that the discounted rate applied to your account in error and was removed in May ******************************************************* order to receive the device discount, you would have to sign up for the Infinite Access for iPhone plan. Further details can be found on ********************************************.
As your account has already been canceled voluntarily,you are not eligible to change your plan or for any more discounts, and the amount due for the leased device is valid.
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: 09/11/2024
Complaint: 22136319
I am rejecting this response because: it states that they can agree to one plan and later tell you that they made a mistake and charge you more money. I only agreed to the plan because of what was stated in the information that I forwarded. Imagine if anyone can tell you one price and later come back and tell you they made a mistake and charge you more. That is exactly what is being told to me. The reason I did not list another card for payment is because they would have charged me $60.00 instead of $32.00 and once they told me that they were not going to give me the discount anymore, even though they admitted it was their error, I closed the account because they would have continued to charge me every month $60.00 if I left it open even though I was not receiving any service. They have already sent me a bill for $993.00. Which I cannot afford and will not pay.
Furthermore, I will have to find new service because I have been without a phone all this time and have missed some important calls and contacts. I cannot afford to wait another month without having a phone service.
Sincerely,
****** *****Business Response
Date: 09/19/2024
September 18, 2024
Mr. ****** *****
***************************************************************;
Re: BBB Complaint #********
************ - *************
Dear Mr. **************** September 17, 2024, we received your rebuttal,dated September 16, 2024, filed with the Better Business Bureau.
You rejected our response because you said Boost Mobile changed your contract price after the initial agreement, and you only accepted the plan based on the initial information you received. You were initially quoted $32.00 a month, but we later told you it would be $60.00 leading you to close your account to avoid the higher charge. You have now received a bill for $933.00, which you cannot pay.
My attempts to contact you at ************** on September 17 and 18, 2024, were unsuccessful, and I was not able to leave a voicemail. I also sent an email to you at ***************** with a request to contact me, but I have not received a response.
As previously stated, the discounted rate was applied to your account in error; after the payment method on file was rejected, the discount was automatically removed by our system. Due to your account being voluntarily disconnected, there is no longer any opportunity to adjust any billing or plans, or provide any discounts to reduce your monthly service charge.
As you have already canceled your Boost Mobile service and you were contracted to a leased device, the charge of $933.35 is valid.
Sincerely,
********* ********-***
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**********************************************
******,CO 80210
***** *****
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