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

4,963 total complaints in the last 3 years.
1,520 complaints closed in the last 12 months.

If you've experienced an issue

Submit a 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:08/12/2024
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 may 7th 2024 (3 days after paying my boost monthly bill of *****) I cracked my phone screen and needed to ***lace the phone. Since my cell company Boost Mobile worked in the T-mobile network I bought a used ******* galaxy 5 which ran on T mobile network. I called boost to transfer service to the ******* I bought and I was told by the customer service *** that ********************** had switched from t-mobile network to sprint network and that the phone I bought was no longer compatible with their system. I thought ok and then 2 weeks later I bought a new phone online . I paid ****** for a brand new Boost mobile ** stylo 6. I received this boost phone in June 7th 2024. I called customer service at ********************** to have my new phone activated with my original sim card and was first made to pay my bill of ***** then call them back. Once I called them back and after 45 minutes on the phone, the tep tells me I need a different sim card and they would mail me one out. I had been away in business for two weeks at that time and when I got back I retrieved the new sim card from my mail and inserted it. It did not work. Once again I called boost customer service for help in the activation. For over an hour i worked with the tech department in customer service. The result was I could pay for an upgrade at $10 or wait for them to send ine more sim card. I was not willing to pay another cent for another phone so I agreed to wait for the second sim card in the mail. By the time the second sim card had arrived my next month of service bill was due and ince again I paid it at ***** and proceeded to call boost customer service in their in activating my new boost phone with the second sim they sent me. After two months of and having just paid for yet another month of service of *****, I was told there was nothing they could do for me because my boost phone was not compatible and the only thing left I could do is buy another phone. By then I had invested 210$ for phones and 150$ for 3 months of service.
Business Response
Date: 08/29/2024
August 27, 2024

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

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

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

On August 13, 2024, we received your complaint, dated August 12, 2024, filed with the Better Business Bureau.

You stated that you could not activate the replacement for your damaged device on ********************'s network. After speaking with customer service, you were advised the device is not compatible. After purchasing a new device and being provided a new SIM card, you still cannot use our service. You requested to use the service and to receive a refund for the devices you purchased.

To use a device on ********************'s network, it must first be unlocked or originally purchased as a Boost Mobile device. ******'s purchased from third-party retailers are not guaranteed to operate on Boost Mobile's network. Boost Mobile is unable to provide a refund for devices purchased from third-party retailers.

Our records indicate your service is currently interrupted due to nonpayment.

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:08/12/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The store representative that sold me the plan stated I would have unlimited data and unlimited hotspot. Once we realized that was a lie and I only had 50 gb of hotspot and only 50gb of fast data I have continued to call several times, most recently speaking with Rayleigh, the resolutions manager to find out what they will do to make it right! All of them offer to SELL me 1-2 more gb of data and they refuse to unlock my phone. They say were sorry there is no compensation for you being lied to by one of our representatives. They refused to give me any information on a higher up above the resolutions manager who offers absolutely NO resolution that is in the interest of the customer. I was also told that the only way they could unlock my phone is if I were to pay the discount they provided me on my phone but the representatives today told me that they cant unlock my phone, there is no way to override it. Sounds to me like they are lying crooks and wont even offer 1-2 gb of free data to amend for selling me a phone plan that does not exist. They are very fraudulent in their business. I would like boost mobile to unlock my phone without charge since they have absolutely no other plan that will work for my needs.
Business Response
Date: 09/05/2024
August 30, 2024

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

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

Dear ************************** 13, 2024, we received your complaint, dated August 12, 2024, filed with the Better Business Bureau.

You said that you were sold unlimited data and unlimited hotspot usage, which is not the case because you are limited to 50 GB of high speed data. You requested that your phone be unlocked, at no additional charge, because we do not have a plan that meets your needs.

All of our unlimited plans allow for unlimited data;however, as stated in our ***************** and Product-Specific Terms, 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 high speed 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.

Your phone can only be unlocked if you can provide proof that you paid full price, such as a receipt that includes the retailer location and amount paid, or proof that you owned the phone prior to activating your Boost Mobile account.

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: 09/05/2024

Complaint: 22131786

I am rejecting this response because:
It was your sales representative that lied to me about my wireless plan not me I should not have to show you a receipt showing that I paid the phone in full considering that your phone representatives told me that I would have to pay back the entire discount I received VIA the plan and the deal that was given to me at the time of the purchase.

Sincerely,

***** ****
Customer Answer
Date: 09/15/2024
On my account it shows that the phone is owned by me
Business Response
Date: 09/20/2024
September 19, 2024

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

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

Dear Mr. *************** September 19, 2024, we received your rebuttal,dated September 18, 2024, filed with the Better Business Bureau.

In response to my previous request to prove ownership of your phone, you sent a screenshot that states owned. Although it did not contain the **** for your phone, I was able to perform additional research allowing me to submit an unlock request for this phone. Once it receives the command, the unlocking process will be initiated.

Sincerely,

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

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

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

Customer Answer
Date: 09/26/2024

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.
Thank you so very much for resolving this issue.
Sincerely,

***** ****
Initial Complaint
Date:08/12/2024
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.
In early July 2024 I saw at dollar general store a sign saying that I could purchase a plan from boost mobile for $30.00 and receive 40 gigabytes of Data if I purchased a boost mobile phone or bring my phone to their service. I have my own phone so I purchased the sim card for $1.00 and then went online to activate and found out that it wasn't in fact $30.00 , but was $50.00. well I purchased the $50.00 plan because they told me that I could change my plan the following month. That would be this month, August.So I contacted customer support yesterday 08/11/24 and they explained to me that i can switch to the $25.00 plan, but first need to purchase a $25 reboost card so i did on the same day. Now today 8/12/24 they told me that I have to spend an additional $25 in order to make my phone work controdicting what they said yesterday. So now I'm out the money and the phone service and on limited income and cannot afford any more money so I have no phone at all and they said they cannot refund my money.
Business Response
Date: 09/05/2024
August 30, 2024

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

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

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

On August 13, 2024, we received your complaint, dated August 12, 2024, filed with the Better Business Bureau.

You said that you signed up for a $30.00 per month plan with 40 GB of data at Dollar General, but you were actually charged $50.00 with the option of converting to a $25.00 plan after the first month. However, this could not be done without purchasing a $25.00 ReBoost card. After doing so, you lost service and ported out to another carrier. You requested a refund.

Third-party retailers, such as Dollar General, are authorized to sell products and services,in addition to monitor and maintain their inventory in accordance with current promotions. In addition, once a payment is made to your account, it is immediately forfeited from being refunded or credited. Nevertheless, I requested that a $25.00 refund be issued.

Sincerely,

***************************
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 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 bought $10 for data and the system took it as $10 towards a payment. I called the 611 number spoke with someone who said I need to pay $10 again to get data again since the system messed up. I asked for a supervisor after going back and forth with him and finally got someone named *********************** in accounts management he said hes not a supervisor but was the highest level person I could speak with. He begin to tell me I need to wait 24 hours for the data to be available. I need it now for school and thats not what it said when I purchased it. And if I would have bought it again when I spoke to the first ***** it seems I would have been out of more money. I need something done asap and a credit applied for the ignorance I experienced from your overseas call centers
Business Response
Date: 08/16/2024
August 13, 2024

*******************************
**************
*********************, AL 36856

Re:          BBB Complaint #********
                ************** -2024-08-17813

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

On August 12, 2024, we received your complaint, dated August 12, 2024, filed with the Better Business Bureau.

You stated that you bought a $10.00 data pack; however, the system took your payment and just applied it to the account.You mentioned that when you contacted customer care they were unable to provide assistance, and you expressed dissatisfaction with the customer service you received. You requested an additional billing adjustment for your inconvenience.

A review of your account reflects that you made two $10.00 one-time payments through your online account. Please note, the data packs were not applied to your account correctly. For more information on how to add data packs correctly to an account, please visit ********************************************** or contact customer care by dialing 611 from your ******************** device.

We decline your request for an additional billing adjustment.

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: 22131077

I am rejecting this response because: you stated what I purchased through your website didnt apply correctly. Thats a boost mobile problem and caused me an inconvenience so much so I had to go buy completely new internet from another company that day to get my school work done in time when the company I just switched to is providing me horrible service. Absolutely horrible.

Sincerely,

***************************
Initial Complaint
Date:08/12/2024
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.
I was approved for financing on August 6th. Signed the contract and my phone shipped out. 48 hours later they wanted me to give a call to the department saying there was an issue . I called the department and the male was completely rude. He told me I wasn't approved and also that he was cancelling everything. I called into today and spoke with a male and he said what the *** did was illegal and completely wrong
Business Response
Date: 09/09/2024
September 8, 2024

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

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

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

On August 13, 2024, we received your complaint, dated August 12, 2024, filed with the Better Business Bureau.

You stated that you were approved for financing on August 6, 2024, but within 48 hours you were told by customer care you were not and your recent order would be canceled. You mentioned that you called in again and received different information. You requested your most recent order be satisfied.

Our records confirm that on August 4 to 6, 2024,multiple attempts were made to add lines to your account or create a new account altogether. These orders were never completed due to an online system error.

During our email exchange, I informed you that I have been working with multiple teams to find a resolution to this issue and have kept you updated as best I could. You expressed dissatisfaction that this process is taking much longer than you expected.

We thank you for your continued patience, and will inform you of a resolution once one is reached.

Sincerely,

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

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

              *********************
Customer Answer
Date: 09/24/2024
and they have not communicated with me for 7 days now, I was speaking with ********* ********-***, and on numerous occasions he stated he was going to help me with this account and make changes, since our first communication August 28th, nothing has been done whatsoever, and now for the worst part is that hes not even contacting or responding to me regarding this changes that need to be made, My account is locked, there charging me money for a phone that they took back 2 months ago, and the agreement that we had on the phone of a conclusion he null and voided it after not accomplishing anything for almost a full month,
Business Response
Date: 10/03/2024
October 3, 2024

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

Re:          BBB Complaint #********
                ************ -2024-09-21595

Dear Mr. ***************** September 27, 2024, we received your rebuttal,dated September 27, 2024, filed with the Better Business Bureau.

You said communication has ceased between you and Boost Mobile and your account has been unjustly charged for services you are not actively using. You explained that you returned your device two months ago, but your account is still locked. You stated your agreement is null and voided after nothing being accomplished after a full month.

In our email exchange, I let you know I was working with multiple different departments to help resolve your original issue. I am also trying to bring your account to a zero balance. In addition, I requested confirmation of the device return.

I will continue to work with you on this issue until we are able to come to an amicable resolution.

If there are further questions or concerns about this, 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: 10/07/2024

Complaint: 22128982

I am rejecting this response because: It has been a month and a half since the communication started , I have been the most patient, in one situation he ignored me for a full week until I opened up the case again, hes requesting information and documents that the company should have on file, he stated that he has no information on the phone being shipped back to them and delivered back in which I am concerned because that is another red flag between the countless issues that have happened. He contacted me after I opened up the case again and stated that he cannot help me until my balance is paid with the account in which I had to explain the charges, I explained all this to him before and we went into very in-depth detail that the account with ****************** STILL says I have the phone, If I did indeed have the phone the company would not have refunded me in august for returning the phone, all and all nothing has been done and I am truly not satisfied, in my opinion there is a breach of contract initially with a false cancellation of the initial contract with boost mobile. And nothing has been done since then. All he keeps saying is hes working on it for 2 months

Sincerely,

******* ******
Business Response
Date: 10/21/2024
October 20, 2024

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

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

Dear Mr. ***************** October 18, 2024, we received your second rebuttal,dated October 18, 2024, filed with the Better Business Bureau.

You said you have rejected my previous response, as your issue is not yet resolved. You indicated there has been a breach of contract, as well as a false cancellation of the initial contract with Boost Mobile. You said you feel as if nothing has been done, and that you were told the issue is being worked on, but it has been two months.

My attempt to contact you at ************** on October 20, 2024, was unsuccessful, and I was unable to leave a voicemail. I also sent an email to *********************** with a request to contact me.

In my email, I informed you that this issue is still an ongoing investigation; once an update is provided, I will let you know. We appreciate your continued patience.

Sincerely,

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

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

              ***** *****
Customer Answer
Date: 10/22/2024

Complaint: 22128982

I am rejecting this response because: as stated in the email back to me, the issue has not been resolved. They have been working on it for 3 months with nothing completed, still waiting 3 months later for an outcome

Sincerely,

******* ******
Customer Answer
Date: 10/31/2024
I was approved for financing on august 6th , signed the contracted and my phone shipped out. 48 hours later they wanted me to give a call to the department of confirming identification saying there was an issue. I called the department and the ***resentative was very rude telling me I wasnt approved for financing and that he was cancelling everything . The next day I called boost mobile back and spoke with a supervisor and the supervisor stated that everything the prior *** did was highly wrong and illegal and he shouldnt have done it. I continue to try to get it resolved by talking to numerous people in which no one would help me they just kept saying there was nothing they can do. after submitting to the *** I got an email from the company that wins boost which is dish network, we talked on the phone and even via email for months, which ended up in false promises and just telling me to continue to wait, it is now October almost November and all of this happened in august and nothing still has been done at all.
Business Response
Date: 12/03/2024
November 24, 2024

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

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

Dear Mr. ***************** November 12, 2024, we received your third rebuttal,dated November 7, 2024, filed with the Better Business Bureau.

You said you are still not able to add new devices to your account despite being told that the matter is being worked on for several months.

When we communicated via email on November 22, 2024, I informed you that while we are unable to approve the addition of new devices to your account, that I brought your account to a zero balance. I can also assist you with setting up your original device to receive service. You let me know that your experience with Boost Mobile has been undesirable and that there are no further solutions you will accept. I offered you a port-out PIN code, if you want to transfer your phone number to another carrier due to these continued issues.

We apologize for any inconvenience.

Sincerely,

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

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

             ***** *****
Initial Complaint
Date:08/12/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had used Boost Mobile for years and decided to change to another carrier. One of my two lines was canceled on August 3, 2024 and I was told if I paid the monthly amount of $50. that I would receive a refund of any unused premium if I decided to cancel the account. I canceled the account on August 7, 2024 and was told that no refund would be paid. I am requesting a prorated refund of the money I paid after I was told I would receive the refund on a recorded line by Boost Mobile.
Business Response
Date: 09/06/2024
September 3, 2024

Mr. *************************
****************
Portage, IN 46368

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

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

On August 14, 2024, we received your complaint, dated August 12, 2024, filed with the Better Business Bureau.

You expressed concern that you were told if you made a $50.00 payment, you would receive a refund for the unused amount upon the cancellation of your account.When you did cancel, you were advised no refund would be issued.

Please note, 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. As an exception to this policy, I issued a prorated refund of $43.32.

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

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

Customer Answer
Date: 09/07/2024

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:08/12/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order with Boost Mobile, and a to make a payment. Made the payment and was told I had to wait 7-10 days for an email stating when they would send the phone out. Called back and was told 3-5 days. Then later an email was sent saying to call in because they canceled my order, I did that and was told that my order wasnt cancelled. A day later was sent another saying it was canceled to call. I called in and was told my order cancelled and they would refund me immediately. Okay after waiting no refund. So I then received a 3rd email saying to call in so they can process my order. This time I was told my order is cancelled and now I have to wait at least 14 days for a refund. If my order was cancelled from day one why take my money and give me the run arounds and a bunch of lies. Just give me my money back and be done.
Business Response
Date: 09/05/2024
August 29, 2024

Ms. ******** *******
*********************
***********, IN 47403

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

Dear ***************************** 12, 2024, we received your complaint, dated August 12, 2024, filed with the Better Business Bureau.

You said that you ordered a phone, but then you received a notification it was canceled and you would receive a refund.

Our records show that a phone was ordered on August 8, 2024, but it did not ship;therefore, a refund is in the process of being issued.

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: 22127862

I am rejecting this response because: I still have not receive a refund and tomorrow will be day 5 of receiving the message. There is nothing pending or anything of that nature.

Sincerely,

******** *******
Business Response
Date: 09/16/2024
September 16, 2024

Ms. ******** *******
*********************
***********, IN 47403

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

Dear Ms. ****************** September 12, 2024, we received your rebuttal,dated September 12, 2024, filed with the Better Business Bureau.

You indicated that you have not received a refund even though you were notified one would be issued.

The notification was based on the initial authorization we received from your card issuer; however, we later received a Full Authorization Reversalnotification. As we never received the funds, we cannot issue a refund. Please check with your card issuer regarding this matter.

We regret any confusion.

Sincerely,

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

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

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

Customer Answer
Date: 09/17/2024

Complaint: 22127862

I am rejecting this response because: there was never a refund me and bank have went through my account several times. You have never refunded my money and you all know this. If I need to submit my bank statement I can do that as well. You know that you didnt refund my money and this is the way you do your customers and steal their money. Its ridiculous how you treat customers and lie about everything. I have documents and the things is takes 2 months for a refund and for you to come up with something to tell me to get over on me. Yet you still refuse to refund me.

Sincerely,

******** *******
Customer Answer
Date: 09/23/2024
I am rejecting this due to not refunding me and also I have check with my bank on several occasions and just as of Friday there was no refund from Boost Mobile. I see this is not going to be resolved and you are just going to scamming hard working people like myself. Its sad that you company is allowed to scam people like myself
Initial Complaint
Date:08/11/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was on the Boost Mobile plan for $60 a month, but I NEVER EVER ACTIVATED AUTO PAY!!! I NEVER EVER DO, with any of my bills or creditors. I do not trust any of them with my personal banking accounts. So I NEVER EVER ACTIVATE AUTO PAY!!! Last month I tried to change my plan to a lesser amount phone plan for $25 a month. I personally was not able to change my plan on their website, nor could I do it on their ****** App.. They just wouldn't allow me to change my plan. So I called customer service and spoke with them about changing my phone plan from the $60 one to the $25 phone plan. I was told that customer service couldn't change my plan for me either because their system wouldn't let them change my plan. And that their $25 plan wasn't allowing them to offer it to me. I thought that my leg was just being pulled but I let them say whatever. I then received an email from customer service saying that they are working on the issue and would be helping me change my plan. Well it never happened!!! But what is happening now is that Boost activated auto pay on their end because they can do that even though they are not supposed to. They them tried to take money from my account but it failed because I have my debit card locked. So I went online to the Boost Mobile website and went onto my account. That's when I noticed that Boost Mobile activated AutoPay. So I DEACTIVATED IT! Well quite a few hours after I deactivated auto pay, Boost once again tried to take money from my checking account but failed again!!! They cannot by every law active AutoPay for a customer after a customer declined it. Furthermore ********************** cannot go off and keep trying to take money from someone who clearly told them to just close that phone account and number because I refuse to pay them. But they just can't take no for an answer I guess?
Business Response
Date: 08/27/2024
August 20, 2024

Mr. ***********************
***************** A
**********, MA 01453

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

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

On August 12, 2024, we received your complaint, dated August 11, 2024, filed with the Better Business Bureau.

You said that we activated autopay without your authorization. You also attempted to downgrade your plan to the $25.00 unlimited one, but you were unable to even through customer care. You want your line canceled, a billing adjustment and refund.

The terms and conditions state that once activated, you authorize Boost Mobile to charge your card or ****** account the total monthly fee plus any additional taxes and surcharges. Please note, prices and surcharges are subject to change. You will be automatically charged every month until you cancel. I confirmed autopay was enabled on April 4, 2024, and you did not remove it until August 11, 2024.

You cannot change your plan at this time because your account is suspended. If you do not make a payment within 90 days of the suspension date, your account will be canceled and you will lose your phone number. If you wish to keep your phone number and port it to another provider, your account must be active. Please use account number ************. You will need to reach out to me directly at ************** or customer care for your port-out PIN.

The ******************** 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 requests for a billing adjustment and refund are declined.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 08/27/2024

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:08/11/2024
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.
My line ************ was experiencing numerous services issues during the last month of service rendering the service unusable and therefore should not be billed. The agents spoke to informed me once the service was terminated, that a refund ticket was in progress and there was no need to do anything further. After contacting today, the agent said there is no refund ticket and no refund would be issued and this is unacceptable and I will be pursuing this to the furthest extent possible to recoup the money lost.
Business Response
Date: 08/29/2024
August 22, 2024

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

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

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

On August 11, 2024, we received your complaint, dated August 11, 2024, filed with the Better Business Bureau.

You stated that after experiencing issues with your service, you were advised you would receive a refund for the last month. However, customer care advised you no refund was being processed. You requested a refund of $16.35.

As Boost Mobile is a prepaid service, all payments are final. A review of our records indicate no calls requesting assistance with troubleshooting service issues prior to your disconnection date. Nevertheless, I issued a $16.35 refund for the last payment made to the last payment method used. Please allow 7-10 business days for processing.

Sincerely,

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

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

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

Complaint: 22125465

I am rejecting this response because: there were numerous calls and I can submit the dates if needed. You all failed to fix these issues and there was no reason to provide a refund while providing a passive aggressive response.

Sincerely,

***********************
Initial Complaint
Date:08/11/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Boost mobile. I add 2 lives in around 8/2/24. Paid *****. Waited for **** card to mailed. It took 4-5 days so phones didnt have service until like the 9th. On 8/11/24 I was charged ***** for 3 lines. For month of August 11 to September 11. Totally ok with. Not ok with paying ***** for few day. I did do chat and called customer service. Im willing to 5-6 dollars for the few days. Plus tax.
Business Response
Date: 08/16/2024
August 13, 2024

***********************************
*****************
*****, ** 14760

Re:          BBB Complaint #********
                ************ -2024-08-17759

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

On August 12, 2024, we received your complaint, dated August 11, 2024, filed with the Better Business Bureau.

You stated that on August 2, 2024, you paid $52.74 to add two lines to your account; however, on August 11, 2024, you were charged your full monthly amount. You requested a billing adjustment.

Boost Mobile does not prorate charges;therefore, when you add a line, you are charged for the full monthly amount.

A review of your account reflects that you paid $52.74 on August 2, 2024, activated the first line on August 5, 2024, and the second one on August 6, 2024. On August 11, 2024, your automatic payment of $75.04 was withdrawn.

In the interest of customer service, a credit of $50.00 has been applied to your account.

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: 08/16/2024

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,

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

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