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.
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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:08/13/2024
Type:Customer Service 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 switched to boost infinite which became boost mobile. Ever since the service has gotten worse and worse. I am either stuck with 2 bars on LTE or no bars and my phone is trying to make calls with no service. Additionally I have been in situations where I had to use a neighbors phone to call for an emergency. Additionally, I have contacted boost mobile several times and have not had a fix to this issue. Also the phone always drops calls. I have now started telling people not to call me as it will drop usually in the first few minutes or randomly. Also there have been days where I wake up to find my phone on SOS mode for hours. Making the drive to work more and more dangerous. Everytime I contact support I get the same bad customer service and technicans trying their best without follow up. I have been informed that they usually don't give follow **** So at this point I am having to message often to see if and when this issue will be fixed. I don't want much and I pay my bill early but I just want to be able to use my phone without praying that a restart will give me enough signal to send a single text message.Business Response
Date: 09/09/2024
September 8, 2024
***********************************
************************************* NE, Apt. 1228
***********, NM 87110
Re: BBB Complaint #********
************ -2024-08-17987
Dear **********************:
On August 14, 2024, we received your complaint, dated August 13, 2024, filed with the Better Business Bureau.
You said that you switched to our postpaid service, and since then it has significantly worsened. You indicated that you often experience low or no signal, which leaves you unable to make emergency calls.Despite contacting customer care numerous times, the technical issues persist.You simply want reliable phone service.
Our records confirm that several attempts have been made to resolve your service issues, including multiple tickets created by our technical operations team and our DISH Wireless team dating back to May 2024. On August 7, 2024, your account was notated that a market team would be dispatched to your area to verify coverage or make necessary changes.
When we communicated via email on September 3, 2024, I suggested a potential solution of swapping your network. You agreed to this attempt to resolve the problem. On September 4, 2024, your network was swapped to T-Mobile. On September 8, 2024, I sent you an email to see if you were still experiencing technical issues, but I have not received a response.
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:08/13/2024
Type:Billing 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 cancelled my service with Boost Infinite, then a Boost Mobile Subsidiary, in July of 2024. I ordered an iPhone 15 Pro Max and Boost **************** but was unhappy, and returned the device, but I was billed today 08/13/2024 for $70.67 service that I did not have.I was also told by a customer service representative that they cannot guarantee that I will not continue to be charged, even though my line has been ported out and the account is technically cancelled. She said to go to my bank and drop charges from coming throughwhich is a $29 fee.Also, this being post paid, if not paid, when I shouldnt even be billed, would result in the account becoming delinquent thus going to collections and also effecting my credit report.Business Response
Date: 08/29/2024
August 22, 2024
*********************************
**************************
Streator, IL 61364
Re: BBB Complaint #********
************ -2024-08-17991
Dear ******************:
On August 14, 2024, we received your complaint, dated August 13, 2024, filed with the Better Business Bureau.
You said you canceled your service and returned your device, but you were charged $70.67 on August 13, 2024. You stated customer care told you to put a stop-payment on it with your bank, as they could not guarantee you would not be charged. You requested your account be canceled and the $70.67 refunded.
Our records show your account is not currently active. A refund of $60.40 was issued on August 13, 2024, and the remaining $10.27 on August 22, 2024, to the card ending in 1692. Please allow 3-5 business days for processing and delivery. You have also been removed from autopay, so you will no longer be charged.
We regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
*****************************Customer Answer
Date: 08/29/2024
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:08/13/2024
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.
I was told about Boost ***** through ******* which I currently have installed in my home.I contacted Boost for the free iPhone service. When the phone arrived it did not have a charger lock. I was unable to charge the phone or continue to set up service.I contacted them and was told they dont provide a charger I had to buy one .So I asked how do I end this problem and return the ***** device. I was sent an address in **************. I was also expected to pay all return fees for a battery operated device.Yet I was charged $45 for Boost to mail this phone to me.A phone that I could not even set up.Then in their return policy they list the unused phone, SIM card, original container and charger.Well there never was a charger provided.Im also hold dig network responsible for allowing this outside company munipulate their customers. This is not a free iPhone . Its already cost me $45 and for me to ship a hazardous product it will cost $50 more and they are not willing to pay for the phones return shipping.Business Response
Date: 09/06/2024
August 29, 2024
*************************
*******************
****************************;
Re: BBB Complaint #********
************** -2024-08-17947
Dear ****************:
On August 13, 2024, we received your complaint, dated August 13, 2024, filed with the Better Business Bureau.
You said you were informed about Boost Mobile through DISH Network, and you contacted Boost Mobile for a free iPhone offer. When the phone arrived, it lacked a charger block. You were told chargers are not provided and you would need to purchase one. You also attempted to return the device, and you expressed concern with being charged for shipping;both inbound and outbound. Furthermore, the return policy requires a charger,which you never received.
When we spoke by phone on August 28, 2024,I informed you that charging blocks are not included with iPhone devices. You demanded that I send you a return label and refund the $45.65 you paid on July 4, 2024 (for inbound shipping to you), and disconnected the call.
Our records confirm that your device was ordered and delivered on July 5, 2024. Boost Mobile Return Policy states that you may return phones purchased from us within 30 days of the date you receive the device. Please visit ************************************************************************************************************* for further clarification on the Boost Return Policy, including return requirements.
As you are outside of the return policy window, you would normally not qualify for a return. However, I made a one-time exception and emailed you a prepaid return label to ****************************
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 refund request is refused.
Sincerely,
******************************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**************************************
******,CO 80210
*********************Customer Answer
Date: 01/08/2025
Hello
My original complaint last August 2024 is not resolved.
I did not receive a shipping label from boost mobile to send back the iPhone.
I was contacted by telephone last August from their corporate headquarters and was told over the phone I would receive a return shipping label but never received it.
Now Im being billed for this iPhone.
Its never been activated or used.
Please help me with this matter.
Business Response
Date: 01/13/2025
January 12, 2025
Ms. **** ******
*******************
***********************
Re: BBB Complaint #********
************** - ************
Dear ***************************** 10, 2025, we received your rebuttal,dated January 10, 2025, filed with the Better Business Bureau.
You rejected our response, stating you have not received a shipping label from boost Mobile to send back your iPhone. You said that after being contacted in August 2024, you were told you would receive a return label, but you are now being billed for the device.
On August 29, 2024, an email was sent to you with a return label attached, as an exception was made regarding your return request. You replied to this email stating that you would only return the device once you receive a refund of $45.00. As you have not returned the device after a return label was provided to you, the charge for the full amount of the device is valid. As your device was ordered on July 3, 2024, you are now beyond the 30-day money back guarantee and will need to pay the remaining balance.
Sincerely,
********* ********-***
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**************************************
******,CO 80210
***** *****Customer Answer
Date: 01/27/2025
Dear sir,
I dont believe that Boost is acting in good faith. They did not follow through with mailing me a return label. Is this their way of getting the BBB off their back? I have never activated this phone. There for its never even been used.
All I want to do is mail it back to them in its original container.
They are stalling me.
**** LinderBusiness Response
Date: 02/03/2025
February 2, 2025
Ms. **** ******
*******************
***********************
Re: BBB Complaint #********
************** - ************
Dear ***************************** 31, 2025, we received your second rebuttal,dated January 31, 2025, filed with the Better Business Bureau.
You rejected our response stating Boost Mobile has not followed through with mailing you a return label. You indicated that we are stalling the return of your device and requested clarification on if you can still return it.
In my previous letter, I informed you that on August 29, 2024, an email was sent to you with a return label attached. You replied to this email stating that you would only return the device if you received a refund of $45.00; this request was invalid. As you have now exceeded the 30-day return window, you are no longer able to return the device and you will need to pay the remaining balance.
Sincerely,
********* ********-***
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**************************************
******,CO 80210
***** *****Customer Answer
Date: 02/05/2025
Complaint: 22137100
I am rejecting this response because:
As I stated in previous statements, I did not receive a return label or an attachment with a return label. I did explain that charging me in separate billing for a return label was not acceptable. All I want to do is return this unused, never activated iPhone. Please try again to send this return label and Ill mail it back to you. Ive been watching and waiting for this label and have spoken to Boost personal several times since last fall who had no idea what to do about this label. I feel I was being stalled so Boost could attempt to collect full price for this device.
Sincerely,
**** ******Initial Complaint
Date:08/13/2024
Type:Order 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.
My service is no good I cut out on phone calls and can only hear half the call and nothin is being done about this. Now I Cant seen to send text messages to my mother phone she texts me just fine but Cant text her I pay 56 dollars a month and not getting proper service something needs to change with this I would like to be able to text my mother and hear people while trying to talk on my new phoneBusiness Response
Date: 09/09/2024
September 6, 2024
Ms. ***************************
***************************
**************************;
Re: BBB Complaint #********
************** -2024-08-17946
Dear ******************:
On August 13, 2024, we received your complaint, dated August 13, 2024, filed with the Better Business Bureau.
You said your service is not working; you can only hear half of your calls and you are not receiving text messages from your mother. When you contacted us about it, you indicated that nothing is being done to fix these issues.
My attempts to contact you at ************** on September 5 and 6, 2024, were unsuccessful, and I was unable to leave a voice message. I also sent an email to you at **************************** with a request to contact me.
A review of your account indicates that you called in on August 12, 2024, to report the issues you were experiencing, and a ticket was opened to investigate the issue with our vendors. Your account is currently suspended due to non-payment; it will need to be active to assist you with your concerns.
We regret any inconvenience you may have experienced
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
********* *****
*****************************Initial Complaint
Date:08/13/2024
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.
Boost infinite signed me up under the assumption that i was being setup under their dish network smart network. I was on tmobile before switching. I just learned this month that i was setup under their tmobile smart network which is exactly what i had with tmobile. I was assured by the agent that set me up that it was absolutely the proprietary dish network setup. I have never been able to connect to a dish proprietary tower. The company has lied to me saying that cant be checked but it absolutely can and has been checked by myself and many other subscribers. Boost infinite says they cannot switch me now that they activated me on tmobile and this is how i will remain. I asked to be refunded since i paid for this service the entire time under false pretenses. They refused to even allow me to escalate and said no one would help me. I would like my money back for all months paid and to not be held responsible for their device payoff since i am stuck with these phones i will no longer be able to use after i switch off boost. I will be switching in two weeks. These phones will becomes useless and i was tricked into taking them under again, false promises and false pretensesBusiness Response
Date: 09/09/2024
September 6, 2024
Mr. ******** ****
*********************************************************;
Re: BBB Complaint #********
************ -2024-08-17983
Dear ************************** 14, 2024, we received your complaint, dated August 13, 2024, filed with the Better Business Bureau.
You said you switched to Boost Mobile after being told your service would be on the smart network. You found out later that it was on the T-Mobile network and you had experienced issues with this service before. You said that you will be changing providers, so you want a full refund and for your device financing contracts to be canceled.
Once an account is established, we assign each line a network based on a selection engine that is updated regularly. This determines which network a line receives based on a variety of factors. Unfortunately, we currently do not offer the ability to choose a network and are actively working on the capability; however, we cannot speak as to how it will work or when it will be available.
Postpaid members who live in a supported area and have a compatible device can access the smart network. Please visit *************************************************************************** for more information.
A review of your account shows you activated service on October 23, 2023, with financing for two iPhone 15 Pro Max devices. The only technical problems reported were issues with accessing the app. On July 23, 2024, you called in asking for information about the smart network.We explained how it works, but you were not satisfied with the response and stated you would be canceling your service.
You ported your phone numbers to a new provider and on August 27, 2024, your account was charged for the remaining financing balance. Once this is appears as completed, your devices will be unlocked.
We regret any inconvenience you may have experienced, but your requests are denied.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Customer Answer
Date: 09/09/2024
Complaint: 22135982
I am rejecting this response because:
Complaint: 22135982
I am rejecting this response because:
It is not accurate. In fact it's an outright lie and I think that is quite disappointing when you know very well there is a designated network at provisioning and it does not change. It is not "updated regularly." It is assigned and remains static and that can be verified in my screenshots by members of boost support.If you are willing to lie to the BBB about the rudimentary basics of how your sim cards and networks operate, how am I supposed to assume any of this is being done in good faith?
When someone activated with boost mobile they were assigned either to your proprietary dish smart network, T-Mobile, or at&t.
I was provisioned on T-Mobile. This was confirmed by your **** and they said it cannot be changed once provisioned. They told me I could try to port out and port back in and hope I would get the right network but they said they could not guarantee it.
Subscribers everywhere that possessed what is referred to as "rainbow sim" were able to be provisioned on the dish smart network. This has been confirmed by many people all over the internet using different methods like checking the iccid, using field test mode, and also checking carrier settings for esim through an iPhone. This has been corroborated by many different boost infinite subscribers.
I will include screenshots of various people discussing the same exact issue. Various screenshots confirming that there are 3 networks you can be provisioned with. I am including screenshots of boost infinite **** confirming this to the public as well as boost infinite **** and supervisors telling me directly that there is nothing they can or will do about it. I have highlighted the important areas for you.The reason I want a refund is because your company lied to me, had me sign up under false pretenses, and then continued to collect my money for about 10 months for a service that I did not ask for and did not expect to get. I have since left and now have 2 iPhones that you expect me to pay for but I should not be held responsible to pay for something that was sold to me under false pretenses. If your representative and company was forthright with the info about being provisioned on T-Mobile I never would have switched in the first place.
These iPhones being locked were not usable by my new carrier. We had to buy new phones with them so we would have working communication. I have a daughter that has special needs and we could not risk waiting for your company to unlock devices after receiving a bill that we shouldn't even be paying in the first place. I'll gladly ship the phones back to you, they are in fantastic condition, but I am not getting stuck with a product that I only purchased because it was necessary for your network (specifically bought those phones because they were what we needed to access your proprietary network according to your representative)
Bottom line is your company misled me numerous times either through blatant lies or being poorly trained and my family paid for it for months.Trying to justify lying to me and misleading me by saying "well you never called in for problems before" is basically just glorifying that you got away with deceiving me for so long. "Who cares if we misled you, you never called and complained about it" is not an acceptable sentiment.
I will gladly take you to small claims court and provide them all of these screenshots and many more and I would be glad to advertise on social media how you not only lie to customers but you have no problem trying to mislead the BBB as well.
Sincerely,
******** ****Customer Answer
Date: 09/14/2024
Hello. Even though I left Boost/Boost Infinite on August 27th and they are well aware I left, they are still trying to draw money out of my bank account even though I am no onger with them. I feel they are trying to retaliate on me and my family by now attacking my bank account almost 3 weeks after I left. I will attach another screenshot showing my bank declined their transaction and they got $0 this time.
Customer Answer
Date: 09/15/2024
And again today.
Customer Answer
Date: 09/18/2024
boost has steadily tried to take money out of my account every day since i sent in that first screenshot and I will attach a few more. I already left, I asked them to stop all auto pay, they said they would send me a bill for any remaining balance and the balance of the phones. I have not received any bills yet but they keep trying to draft money from me without my permission and they did not start doing this until after I rejected the company offer they sent me on the BBB website complaint process. I was already gone from the company for almost two weeks, rejected the response, and they have been steadily attacking my bank account since a day or two after that. The constant lying, misdirection, and representatives giving out false information has to stop. I do not authorize boost to withdraw any money from me or any account or card ever associated with my account at ********************** infinite.Business Response
Date: 09/19/2024
September 18, 2024
Mr. ******** ****
*********************************************************;
Re: BBB Complaint #********
************ -2024-09-20492
Dear Mr. *************** September 12, 2024, we received your rebuttal, dated September 12, 2024, filed with the Better Business Bureau.
You said you would ship back the phones you financed, as you bought them specifically to use with the Boost Mobile network.
Unfortunately, you are well beyond the 30-day money-back guarantee and there are no options to return the phones and cancel the device financing. If you would like to restore your account, I can arrange to have SIM cards shipped to you that would ensure you are on our smart network. Please contact me at ************** or *********************** for assistance in reactivating your account.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Customer Answer
Date: 09/19/2024
Complaint: 22135982
I am rejecting this response because:That is a nice offer but it is too late for that at this point. Your representatives told me that would not be possible. The supervisors said it was not possible. They also said there was no way to escalate it any further, more than one person, on more than one occasion. (As evidenced in some of the screenshots provided) Since this was such a finite response given by supervisors of your company there was no point for me to delay porting out to a different carrier. As you have notated I did that over 3 weeks ago and when I did I entered into an agreement with another company that signed me up for exactly what I asked for in the first place.
Sincerely,
******** ****Business Response
Date: 09/27/2024
September 27, 2024
Mr. ******** ****
***************************************************************************
Re: BBB Complaint #********
************ - *************
Dear Mr. *************** September 24, 2024, we received your second rebuttal,dated September 24, 2024, filed with the Better Business Bureau.
You stated Boost Mobile continues to try to take money from your account every day after you requested that autopay be removed. You were also supposed to receive a final balance bill, but you have not. You do not authorize Boost Mobile to withdraw any more money from any account or card.
The Terms & Conditions on the Conditional Sales Agreement state that you authorize Boost Mobile to charge your preferred payment method all amounts owed. We regret that you do not agree.
Enclosed are copies of this agreement and your final balance statement for your review.
We regret any inconvenience you may have experienced.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
Enclosures (2)
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
****** ********Customer Answer
Date: 09/30/2024
Complaint: 22135982
I am rejecting this response because:This is just more misinformation that your ***resentatives are telling people. The *** I spoke to told me I would receive a final bill and that when I decided to pay off the phones they would be unlocked. They did not say what the policy you are saying exists states. You cannot have your employees telling customers whatever they want just to get a sale and then expect customers to not feel upset, lied to, misdirected, and outright bamboozled by your dubious tactics. This is agreement is not valid. In the state I live in and likely many others, being lied to while signing an agreement constitutes as fraud and I was lied to about several different aspects of what I thought I was agreeing to as I have stated and shown in some screen grabs at this point in time.
Sincerely,
******** ****Initial Complaint
Date:08/13/2024
Type:Customer Service 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 recently came back to Boost Mobile from ******** however in doing so I clicked the wrong plan (I meant to pick the $65 Infinite Iphone plan, but I picked the $25 one), whatever I thought I can just upgrade right? Wrong.Everytime I attempted to switch my plan to the higher tier one I wasn't allowed to go through the cart, told me to call the help number.So I called the Help Number, was then placed on/off hold for 45+ minutes until I was finally told "We will have to get back to you via email in 5-7 business days regarding this situation, if we don't get back to you within 10 business days I strongly recommend calling us back."This is the most upsetting customer experience I've ever had in my life..Business Response
Date: 09/06/2024
August 22, 2024
***************************
****************************************************************************;
Re: BBB Complaint #********
************ - *************
Dear **************:
On August 14, 2024, we received your complaint, dated August 13, 2024, filed with the Better Business Bureau.
You stated that when you ported your phone number in on August 12, 2024, you selected the wrong plan. After the mistake was realized, you were unable to modify the plan to the one you wanted. You called customer care, and you were advised it may take 5 to 7 business days. You requested your plan be corrected.
Our records indicate you no longer require assistance, as your phone number was ported out to a new provider on August 16, 2024 (prior to the end of the provided resolution timeframe).
We 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:08/13/2024
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 purchased a phone at the boost mobile store. The sales person told me the the phone was ,$25. He then charged me an activation fee and a Sim card fee without telling me that because I was already a boost mobile customer I wouldn't be charged a fee if I simply called the 800 customer service number. I paid the fees but 25 minutes later after Leaving the store I realized that I left my merchandise from another store at the counter. After frantically returning to the store the same sales *** held such merchandise and informed me that i would have to give him $10 cash to get my merchandise! He was confrontational and aggressive so I gave him $10 cash and fled with my merchandise for my safety and called customer service who advised me to return to the store and fight the guy or call the police. When I insisted to speak to a manager several times the supervisor on the phone said no one is available and no one will call me back. This is Outrageous and the supervisor on the phone said there's nothing anyone can do and even tho I requested a call back from a manager rudely hung up on me.Business Response
Date: 08/16/2024
August 14, 2024
Mr. *****************************
*************************************
*********, NY 10463
Re: BBB Complaint #********
************ -2024-08-17984
Dear ********************:
On August 14, 2024, we received your complaint, dated August 13, 2024, filed with the Better Business Bureau.
You stated that you purchased a device from a store location and were told it would only be $25.00; however, you were unaware that you were charged an activation fee and *** card fee. You also mentioned that you left some items behind and you were forced to pay the store employee $10.00 before he would return them. In addition, you expressed dissatisfaction with the customer service you received when you called in to report this incident. You requested a refund.
If you activate your phone online, there is no activation fee. However, if you go to a Boost Mobile store location, the store may charge a fee, with costs varying by location.
The receipt included in your complaint shows that you did not pay an activation fee, as it shows $0.00 next to the line item Phone Activation. Additionally, it shows that you received a $9.99 credit for the *** card charge of $9.99. You were charged $35.00 for a device setup fee; however, the receipt clearly states that this is non-refundable.
We were unable to locate any proof that you were forced to pay the store employee $10.00 to obtain your left-behind items. A $10.00 courtesy credit was applied to your account, nonetheless.
We decline your request for a refund.
We strive to provide excellent customer service and 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: 08/16/2024
Complaint: 22135373
I am rejecting this response because: I provided the receipt in my complaint which states "spec" for the $10 I was charged because your store employee held my merchandise hostage until I paid him. Also, I don't want any credit added to my account as I don't think I will be a boost mobile customer anymore after your price gouging and disrespectful customer service. Please put the 9.99 activation fee refunded and the $10 "spec" receipt back to my debit card which was my original form of payment.Furthermore, I ask that the better Business Bureau take note that no one from boost mobile even bothered to pick up the phone and call or contact me regarding this horrible experience.
Also, if my money is not refunded I will be contacting the police and district attorney to have your employee charged with theft, extortion, and harrassment of elderly persons.
Sincerely,
*****************************Business Response
Date: 08/26/2024
August 24, 2024
Mr. *****************************
*************************************
*******************
Re: BBB Complaint #********
************ -2024-08-18920
Dear ********************:
On August 23, 2024, we received your rebuttal,dated August 23, 2024, filed with the Better Business Bureau.
You stated that you are rejecting our response, as you would like the $10.00 refunded to your card, as well as the $9.99 activation fee. You also expressed concern that you did not receive a call regarding your experience. Additionally, you continue to express your dissatisfaction with the customer service.
In our last response, we advised you that your receipt showed that it included a credit of $9.99, so you were neither charged for the *** card nor an activation fee. Please note the receipt also shows that you purchased a phone accessory for $9.18. We are unable to validate that this was paid in order to get your belongings back. The $10.00 credit was applied towards your August 21, 2024, recharge. As this credit has already been used, we are unable to issue a refund. We are unable to provide any additional credits, as none are warranted.
We strive to provide excellent service and we regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
*****************************Customer Answer
Date: 09/04/2024
Complaint: 22135373
I am rejecting this response because:My receipt DID NOT include any credit for 9.99 (so you are lying (see attached) and i DID NOT ASK FOR NO CREDIT OF $10.. TO BE APPLIED TO MY ACCOUNT!
TO HAVE YOUR STORE EMPLOYEE STEAL MY MONEY (robbery & theft) THEN OFFER/GIVE ME A CREDIT TO STILL USE YOUR SERVICE IS
IRREPREHENSIBLE, IRRESPONSIBLE GROSS AND A PATHETIC SHOW OF CUSTOMER SERVICE.
IN RESPONSE, I WILL SUE YOUR COMPANY FOR THOSE AMOUNTS AND EXCESSIVE DAMAGES! TOTALLING
BUT NOT LIMITED TO $4,000. I AM FULLY AWARE OF THE ARBITRATION AGREEMENT AND WILL FOLLOW THAT PROCESS
WHICH WILL COST ME NOTHING.
ALSO, I HAVE FILED A POLICE REPORT WITH THE 50TH POLICE PRECENT IN THE NEIGHBORHOOD OF THE STORE AND
AM REQUESTING FROM YOU THE FULL NAME AND TITLE OF THE EMPLOYEE WHO MISHANDLED THIS TRANSACTION AND HAVE ACCUSED HIM OF
ROBBERY, THEFT, ELDER ABUSE INTIMIDATION TO START. FURTHERMORE, I WILL TAKE TO ALL OF YOUR SOCIAL MEDIA POSTS AND INFORM EVERYONE ON HOW I WAS ROBBED
BY YOUR STORE EMPLOYEE AND WARN THEM NOT TO USE YOUR COMPANY.
YOU ARE ****** DIRECTED TO NOT DESTROY ANY VIDEO OR AUDIO EVIDENCE OF THIS TRANSACTION AS NOT ONLY WILL I NEED
IT FOR ARBITRATION BUT TO TURN OVER TO THE NEW YORK POLICE DEPASRTMENT OF DETECTIVES.
I WILL TRY MY BEST TO HAVE ALL NEWS OUTLETS OUTSIDE YOUR STORE WHEN YOUR EMPLOYEE IS ARRESTED TO FURTHER
LET EVERYONE KNOW HOW YOU TOOK ADVANTAGE OF AN ELDERLY SICK OLD BLACK MAN.
YOU WILL FIND ALL OF THE DETAILS AND INFORMATION ON MY SOCIAL MEDIA PAGE OF WHICH I HAVE OVER 8,000
FOLLOWERS.
The Peoples Choice ********************************
Sincerely,
*****************************Initial Complaint
Date:08/13/2024
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.
July 17th I received two Sim card to change from my current provider. I decided to do just one phone cause I didn't want to be without some sort of service. So I decided just to do my phone. Long story short and 7 trips to store to fix problem. Before I Left the store I check my balance it was 16. Confirmed it with employee. When I got home I got a message from my bank that a $50 dollar charge on my bank account is pending. I didn't give them attorization to do auto pay. I went on my account through ****************** and took myself off auto pay and tried and changed plan to downgrade to $15. The only problem was you can only go to $25 a month. False advertising. Not friendly to work with , would not credit me due to mistakes they would make. Driving there 7 times. Cost was around $160 Not including my time and cost for gas. They don't open till 10am to 7pm. I got there at 10am but she didn't show up till 10:30am. Aug 12. Who knows how many people they do this to that would share there experience. I just wanted my bill to be $15 a month. Due to not having a job right now.Business Response
Date: 08/27/2024
August 20, 2024
***************************
****************
*********************
Re: BBB Complaint #********
************** -2024-08-17858
Dear ****************:
On August 13, 2024, we received your complaint, dated August 13, 2024, filed with the Better Business Bureau.
You expressed concern with an unauthorized $50.00 payment as you never authorized autopay. You also attempted to downgrade your plan, but were unable to do so. In addition, you said that when you went to a store, no one showed up until half an hour after the displayed opening time. You requested a billing adjustment.
We have no record of a $50.00 payment. And you are not currently enrolled in autopay.
The $15.00 plan is grandfathered, which is why it was not available. You were switched back to it as an exception. Your bill moving forward is $16.63.
We strive to provide excellent customer service and we regret that your experience was unfavorable. I escalated this to our retail escalation team for feedback.
A billing adjustment is 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:08/13/2024
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 called Boost Mobile customer service on August 4th I contacted them regarding a transfer pin to transfer my number over to ************************. They lied and said I had the wrong PIN number so that I would not transfer although it was later verified I had the correct PIN via online account. I also told them to cancel service so that I would not be charged for the coming month. On August 8th I see that they're charging my account the $50 for the coming month. I contact their customer service and I was told I could not do anything and I could attempt to dispute it but I would be charged for the month regardless of whether I use the phone or not. This is blatant predatory customer service and billing practices from Boost Mobile.Business Response
Date: 08/27/2024
August 21, 2024
*******************************
**********, ** 22980
Re: BBB Complaint #********
************ -2024-08-17860
Dear ****************:
On August 13, 2024, we received your complaint, dated August 13, 2024, filed with the Better Business Bureau.
You stated that on August 4, 2024, you were informed the porting PIN was wrong preventing you from transferring your number. You requested the account be disconnected; however, it was not, and you were charged an additional $50.00 on August 8, 2024. You requested a refund.
Our records indicate that when you called in on August 4, 2024, you were unable to verify your account and advised to visit a retail store to reset your account security PIN. Please note that the security PIN is different from the porting PIN. We did not receive another call from you until August 9, 2024, to request a refund and for the line to be disconnected. During the call, you advised the customer care representative that you requested automatic payments be removed the previous month; however,there is no record to validate this, so your refund request was denied. The line was set to disconnect on September 9, 2024, as requested.
In the interest of customer service, a refund of $50.00 has been provided. Please note that you will be notified a credit of $50.00 was added to the account, as this is done to offset the refund.
We regret any inconvenience you may have experienced.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
**************************;Initial Complaint
Date:08/12/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hi i switched to boost mobile almost 3 months ago now. I purchased a byop sim ********* was a 3 month service plan .OK in the last 3 months I've had to call boost 4 or 5 times a month. It would have been way more ,but they never helped me anyway .they did not take care of the issue one single time I called. They were rude ,unprofessional, they would hang up on me & even told me to go to a store near me on things they should fix. I've had to buy at least 20$ in extra data every month and then it barely works the whole time & even started having trouble with my phone service .I would barely get to use my phone all day and still next thing I know they are telling me I've used all my data. The only thing they wanted to do every time i called was charge me more $. I have literally lost out on so much money b.c I use my phone alot for work & alot of my clients could not get ahold of me or me them. I sat on side of rd for hours bc I couldn't get my phone to work & get in touch with anyone, I missed a very important event for my son,& the list goes on.they not only made me keep buying more data & than my phone still would not work & they cost me a whole lot more bc it never worked but they kept taking my money .I believe they should pay me back at least half the money I've spent with them bc for 3 months I might as well not had a phone . It is by far the worst experience I've ever had with any company, let alone a phone company. They never once cares that it was ruining everything for me .they would act like they thought it was funny. I definitely couldn't afford to go purchase another phone carrier Sim card bc I spent so much more then originally supposed to ha . You do not realize how important your phone I's until every time you need it it's not working .can someone please help me? They took advantage of someone struggling & to be honest they should close bc they don't care about their customers .never again !! I have screen shots of all transactions if needed.Business Response
Date: 09/05/2024
August 30, 2024
*******************************
**********************************
*********, ** 35120
Re: BBB Complaint #********
************ - *************
Dear **************:
On August 13, 2024, we received your complaint, dated August 12, 2024, filed with the Better Business Bureau.
You expressed concern that you purchased a three-month service plan and have experienced technical issues every month causing you to purchase extra data. You also said that when you talked with representatives, they have been rude,unprofessional and hung up on you. You requested a refund.
Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources, Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than allotted amount of data during a single billing cycle,Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.
Our records show that you are on a 3 GB data plan; therefore, to maximize your monthly allotment, it is critical that you connect to a Wi-Fi network as frequently as possible. Your request for a refund will not be granted.
We strive to meet the highest level of customer service at all times, and I regret that your expectations were not met.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
*****************************
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