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

4,968 total complaints in the last 3 years.
1,521 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:08/11/2024
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.
Good morning and thank you, My name is ***** and I am 62 and disabled. 6 days ago I contacted consumer cellular to get information on phone service, I liked options they provide and decided to change carriers. I was told to get account no. And transfer pin. Saturday aug. ******* I called **********************. At this point I should say I've had my same phone number for over 25 years, even before Boost existed. Through different carriers and phones. A fact that i'm very proud of. Upon contacting them to inform them I no longer would need their services, politely I asked for said account no. And transfer pin I was put off, even after verification and several statements about my info (I asked several times for acc. No. Transfer pin). To no avail. Then the representative offered me a host of options to keep the account, mind you the bill was due on the 6. I didn't see a need to pay for another month. I should add that it was hard to understand his "accent ". And after confirming that I didn't want there service he said something real fast and with the tap of a key he completely tore my life up. Little did I know he had had taken my phone. Number but also locked my phone, a phone that I paid for, no lease, owned outright. I found this out when I put consumer cellular's chip in. I contacted Consumer cellular and spoke to ***** who not only contacted them for me, but stayed on the phone with me for over 2 hrs trying to get info from these people, to which we got none. Turns out customers service, complaints and anything else goes to the same office. I feel violated, week not able to do anything about it. We got no satisfactory answers. I should add ***** was also dumbfounded by the answers we got, he worked and worked trying to figure out what was going on. They said they can't get into the system and get my number back and no explanation on why they locked a phone they don't own. I am beside myself with this, can someone please help me.
Business Response
Date: 09/03/2024
August 30, 2024

*****************************
*********************************** E., #***
*********, OH 44115

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 you were transferring to Consumer Cellular and called on August *******, for your porting information. However, the agent you spoke with canceled your account and did not provide the information you requested. You spoke to another representative who informed you that your phone number could not be retrieved and your phone did not qualify to be unlocked because it had not been active on the account for 12 consecutive months.

Our records show that your payment was due on August 6, 2024; therefore, since this is a prepaid service, the account was automatically suspended when we did not receive payment. Unfortunately, it has been confirmed that your phone number cannot be retrieved. However, your phone has been unlocked and is available for use with another carrier.

We regret any inconvenience.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:08/11/2024
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.
On 8/9/24, I was reviewing my Boost Mobile account and noticed I was eligible for a phone upgrade. I decided to proceed with the financing process. I was informed that a soft credit check would be conducted and, if approved, I could make a partial payment and then continue with a $33 per month payment plan until the phone was paid off.Early Sunday morning around 2 AM, I received an email stating that my order could not be processed and that I should call the number provided to resolve the issue. I called later that morning and spoke with an agent who informed me that they could not move forward with my order. When I asked for a reason, I was simply told that Boost Mobile, as a business, can refuse service without providing a specific explanation.Im confused and frustrated by this situation. The initial credit check was approved, and I was allowed to make a payment. As a loyal customer, I would have understood if the credit check had been done, found that I didnt qualify, and then ended the process. However, to have my credit approved, be charged, and then have my order canceled without a clear explanation is frustrating and a waste of my time. I would like a clear explanation as to why my order was canceled after being initially approved and why I am now being told that service can be refused without further details. Additionally, I called back to see if another agent could provide a better explanation. This agent informed me that, per policy, they could not provide any further details. When I asked why I was told I was approved if I wasn't, they claimed that the terms stated it was a two-step process. I read the terms carefully and did not see this mentioned. Had I known this, I would never have wasted my time.I am requesting an explanation for this situation and a prompt refund of the payment I made without further delays.
Business Response
Date: 08/27/2024
August 20, 2024

*********************************
********************************************************* B1
***********, ** 78521

Re:          BBB Complaint #********
                ************ -2024-08-17753

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

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

You said you were eligible to upgrade your phone and you proceeded through the financing process, including making an initial payment, but you were later informed you did not qualify. You requested an explanation from customer care, but you were informed we are not required to provide you a denial reason. You requested a reason for the denial and a refund of the payment.

Postpaid service requires a credit check (we run a soft credit check, which does not impact your credit score). Upon denial, Boost Mobile is not at liberty to provide you that information and can be denied for various reason.

Because the order was canceled, no monies were taken and therefore,no refund will be issued.

We strive to provide excellent customer 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,

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

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

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

Customer Answer
Date: 08/27/2024

Complaint: 22124853

I am rejecting this response because:
I am writing to reject the resolution provided by Boost Mobile regarding my complaint filed on August 11, 2024.

While I acknowledge that Boost Mobile refunded the payment I made during the upgrade process, I am not satisfied with their response regarding the denial of my phone upgrade. The company states that they are "not at liberty" to provide a reason for the denial, but this explanation is not sufficient. As a consumer, I believe I have the right to know why my application was denied, especially after following all required steps, including passing a soft credit check.

The lack of transparency in this decision leaves me concerned about the fairness and clarity of the process. Therefore, I am requesting that Boost Mobile provide a clear and detailed explanation for the denial of my upgrade request.

I would appreciate the BBB's continued assistance in pursuing a satisfactory resolution to this matter.

Thank you for your attention to this issue.

Sincerely,

*****************************
Initial Complaint
Date:08/09/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In April or May Boost Mobile was instead Boost Infinite. At that time they had a "Free iPhone 15" deal which is where if you pass a credit check, send in a working, healthy, newer phone for a "trade-in" & pay the taxes then I can receive the iPhone 15 for 50$ plus 33$ for a finance fees per mo. BUT with the trade-in value of the phone i sent in, that 33$ finance would be reduced. I DID send in a very nice, only 1&1/2 year old, perfect looking & working ******** phone and received a credit of 22$ off every mo."for the remainder of the contract" which was 36 mos. With ********** other phone, I had paid off with another company, my total bill was going to be ***** mo. Since that time, Boost Infinite was bought & taken over by a "Boost Mobile". After only a couple of months of paying that *****, my bill increased by almost 22$! THEY ARE NOT ABIDING BY THE CONTRACT WE BOTH HAD AGREED TO FOR 36 MOS & IS NO LONGER GIVING ME THE CREDIT FOR THE TRADE-IN AS CONTRACT STATES" The 1st time I called them (Boost Mobile NOWADAYS ) I ended up having to ask for a supervisor because the representative wasn't much help. The Supervisor actually took his time to listen, understood my English & LOOKED UP the actual contract. Afterwards, he came back on the phone with me & even read to me verbatim the words on the contract "the trade-in amount WILL LAST FOR THE REMAINDER OF THE CONTRACT for 36 months". HE IMMEDIATELY credited me for the 22$ for that mo. and ASSURED ME that it would be on-going for ***** more months. He SAID he made notes or a memo in the computer re:this. However, the very next month my bill was back to the same amount of 109$ not crediting for my trade-in AGAIN! So again I had to call them & speak to yet a another Super. This time she would NOT even take the time to CHECK the contract & didn't want to help & just hung up on me! All I'm want is for the 36 mo contract to be fulfilled FOR 36 MONTHS!! I want to be credited for the trade-In for the full 36 months. Thank U:-)
Business Response
Date: 08/29/2024
August 28, 2024

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

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

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

On August 12, 2024, we received your complaint, dated August 9, 2024, filed with the Better Business Bureau.

You stated that you sent in your old phone and purchased a new one under a free iPhone 15 deal. As part of it, you were supposed to receive a $22.00 credit for the next 36 months, but you did not. You contacted customer care and a supervisor advised you the issue was corrected and the missing credit was applied.However, the next month you again did not receive it. You requested for the credits to be applied for the remainder of your financing agreement.

I applied two credits of $23.06 to your account for the two missing ones, and I engaged with the correct team to have the proper financing credits applied to your account prior to your next bill generation date of September 27,2024.

We regret any inconvenience.

Sincerely,

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

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

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

Complaint: 22120577

I am rejecting this response because: I want it in writing that not only will Boost Mobile be correcting it & crediting my full payments already paid & that boost mobile will be fixing this next billing cycle but also IT WILL BE FIXED FOR THE REMAINDER OF THE CONTRACT, which is now about ***** more months away still. You are on the right track but I need more specifics please. Thank you ,

Sincerely,

***********************
Business Response
Date: 09/12/2024
September 11, 2024

***************************
*******************
**********, ********

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

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

On September 10, 2024, we received your rebuttal,dated September 10, 2024, filed with the Better Business Bureau.

You stated that you are rejecting our response, as you want credits applied to correct the full payments made previously, and the account corrected for the remaining length of your contract.

Our records indicate that on September 5, 2024, the issue regarding your missing phone discount was fixed. An additional credit of $49.06 was applied to your account to cover the previous months where the phone discount was not showing. Going forward, the discount will post accordingly for the remainder of the device finance agreement.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 09/15/2024

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.

Pardon me for my response the 1st time., I must of not made myself clear. The resolution sounded fine, I just wanted to be certain that Boost Mobile was going to comply with the order THROUGH THE REMAINDER OF THE TIME ON THE CONTRACT. It sounds like that is exactly what they plan on doing.I sure hope.
Hopefully there will not be any further issues.
I sure do appreciate the BBB helping me sort out this issue. I thank y'all SO very much!!!

Sincerely,

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

Customer Answer
Date: 10/09/2024
Hello. I am writing again regarding my complaint. Can you please open up a new complaint or whatever needs to be done to pursue this matter,please? It's actually the very same complaint so I don't understand why I would have to open up a whole new one again. But if I need to, can you please do whatever is necessary to get back in touch with them, please? They had stated on the resolution that they had given me all these credits and fixed my bills... ***. When in fact, they COMPLETELY lied to you and I both. My bill is the exact same and NOTHING has changed.
In addition, on my new complaint, can you please tell them from me:-------------

Boost Mobile, yall had stated that in fact you would & DID change my bill and give me all the correct credits for all the over-payments I have been paying & the credit for my trade-in (Please see 1st complaint). When in fact, y'all have COMPLEATLY lied to the Better Business Bureau and myself as my bill has not changed WHATSOEVER! In fact, it had Increased a few more dollars! I don't know how y'all think you can get away with stealing my phone and not giving any credit for it and lie to such a huge entity such as the BBB?! I would like my credits immediately and be spared from paying this full amount for the next 32 months when that is NOT what our agreement was in the beginning. I am owed for the trade in I sent y'all and should NOT be paying 33$ every month now. It should only be about 20$. Y'all SAID you fixed it. Why such an enormous lie?? Why not just SAY "we will not fix it?" So I can start with ******?? Please do what you SAY you are going to do this time ! Thank you. _-------------------
Business Response
Date: 10/15/2024
October 15, 2024

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

Re:          BBB Complaint #********
                ************ -2024-10-22714

Dear Ms. ***************** October 11, 2024, we received your second rebuttal, dated October 11, 2024, filed with the Better Business Bureau.

You stated that you did not receive the promised credits referenced in our prior responses. You asked for assistance with the missing discounts.

On August 27, 2024, Boost Mobile charged you $87.09 for services. Per our prior response, we backdated the offer, which lowered the amount owed to $14.43, which was paid on September 11, 2024.

The $110.15 you were charged on September 27, 2024, was an error. I worked with the appropriate team to get this corrected moving forward. I also applied an additional $23.06 credit to your account. Considering this amount was already paid on October 12, 2024, the credit will show up on your next monthly statement.

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

Sincerely,

***** *********
Team Lead
Executive Escalation Team
Boost Mobile, L.L.C.

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

Customer Answer
Date: 10/25/2024
In April or May of 2024, I signed up with Boost Infinite to their "Free iPhone" deal which was to turn in an old phone as a trade in, pay the financing fees, get a credit check & receive a new iPhone. I was to receive a credit for the trade-in every month for the next 36 months. Since that time, boost infinite changed to BOOST mobile and I have NOT been receiving the trade-in money every month, being charged FULL PRICE for the iPhone. This is actually my 2nd complaint with the BBB (see#********). The last one Boost fraudulently stated that I was to receive all these credits immediately!! They even stated that I DID receive credits. This was all FALSE. I have not received even 1 ***** of a credit and have still been made to pay the FULL PRICE for the iPhone month after month. They even admitted in the last response that they had not gave the credit "in error" but yet has still not changed anything or refunded ANYTHING/NOTHING !
Desired Resolution: Billing adjustment; Explanation of charges; Refund
Customer Answer
Date: 10/31/2024
This is in regards to my complaint with Boost mobile. I am being overcharged approx 30$+ per month in the past 8 months & have still another 28+ months to go. They are not taking into account the TRADE-IN phone I had sent in at the beginning of my contract, as per our agreement, which was practically a brand new cellular phone & that's where the credits were supposed to come from. THEY ARE BREAKING THE ***** OF THE CONTRACT I HAVE WITH BOOST. Boost ASSURED myself & the BBB that they would be giving me ALL credits to fix all of this, credits for the past 7-8 months I have been overcharged & and credits moving forward for the remainder of the contract. So because they promised this, the BBB seemed to only their word for it and not be shown any actual proof & because I didn't reply on time, I did not get to respond & the complaint was closed.. What I actually WANTED to say is:~ BOOST HAS NOT GIVEN A CREDIT FOR ANY OF THIS! THEY ARE FULL OF BOLOGNE! Just to date, I am already owed OVER approx 240$ for the past months that I have been charged FULL PRICE. Then yet another part of the complaint, BOOST told the BBB that "they gave a credit (enough for only 1 month) but it was NOT actually given in error" which I feel is simply another excuse. What I am asking is for (1) ALL my credits owed ASAP! (B) I would like proof in writing and (C) itemized statements of my bills showing exactly where all these credit are and where they are going to (Our regular bills only show a TOTAL without any kind of explanation on where the money is for & how much everything is.) (D) I would like a carbon copy for the BBB. So they can see or not if ALLLLLL Credits are being paid & will continue being paid for the reminder of the contract! MY BILL SHOULD BE APPROX ***** Monthly for 36 months~ NOT 110$ like I've been charged! If all of this can not be supplied and all necessary credits are not given, very hesitantly, I would like to be let out of this contract AS THIS IS NOT WHAT I AGREED TO!!! Thank you so very much. I truly DO hope we can get all of this cleared up asap. Sincerely, ***** L ******
Business Response
Date: 11/05/2024
November 4, 2024

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

Re:          BBB Complaint #********
                ************ -2024-11-24502

Dear Ms. ***************** November 4, 2024, we received your third rebuttal, dated November 1, 2024, filed with the Better Business Bureau.

You rejected our response once again,stating that you have signed up for our trade-in program where your current phone lease is discounted due to turning in a phone. You continue to state that you are not receiving the discounts as promised in our prior correspondence.

Enclosed our copies of your current bill along with the two previous bills, which reflect that you received the manual discounts for the trade-in promised. On your current statement look for the line item Phone Discount. This shows that the credits will no longer need to be manually entered (as we have been doing), and will post as expected automatically.

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

Sincerely,

***** *********
Team Lead
Executive Escalation Team
Boost Mobile, L.L.C.

Enclosure

cc:           ****** / ******* Better Business Bureau
                ***************************************************;
                ******,CO 80210
Initial Complaint
Date:08/09/2024
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.
Me and my wife had bought 2 iPhone 15 pro max cell phones from boost mobile online they had charged me $240 dollars for the phones. They told us over the phone that they are sending out our new phones and they would be there in no less then 4 days the 4 days pass and we never got the phones.. So we called boost mobile and they had told us that the phones got returned to them and they could not tell us why they got returned to them. Then they told use that our money would be refunded in 7 to 10 business days it's been 3 weeks and they keep giveing up the run around and have not returned my money
Business Response
Date: 08/16/2024
August 13, 2024

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

Re:          BBB Complaint #********
                ************** -2024-08-17751

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

On August 12, 2024, we received your complaint, dated August 9, 2024, filed with the Better Business Bureau.

You stated that you purchased two iPhone 15 Pro Maxs; however, when the order did not arrive you found out that it was canceled. You indicated that despite the phones being returned, you have yet to receive a refund.

A review of your account reflects that the first refund of $120.00 was issued on August 2, 2024, and the second refund of $120.00 on August 3, 2024. Please note, these refunds were processed to the card ending in 7137.

For more information on why the order was canceled, please email ***********************

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:08/09/2024
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 4/17/24 I purchased a phone & contract from ****** which was with ************************* first it seemed the service was working fine but I was always connected to home internet. After a couple weeks I would call people and get no answer even though I sent out my new phone number. Then I started to get texts/letters that people/business were trying to get a hold of me but I had no clue theyd been calling. I am disabled so I dont leave home often but when I did I noticed my data was not working. At first I thought it just was a certain area I was in, but no it has remained an issue.I called boost after about a month and they had me do all the usual power off phone, updates, etc. I had chat sessions that produced no better service usually I would lose them never to heard from again. I started calling 6-20-24,4 times because I kept getting disconnected. Then 6-22-24 twice that day, 6-24-24, 6-25-24. The month of July I was gone to ********** for medical treatment and my phone didnt have data most the way there and back. People called and never received the calls. Calls dropped. August 6th chatted about issues and if I could get out of contract. Not unless I pay $888 for device. More than happy to send device back. ( its in excellent condition). Chatted to get service technician on August 7th connected me to technician, talked to technician reset phone. Call Aug 8th and today Aug 9, talk to technician ask if theirs anyone else I can talk to since I need my phone and none of my issues are better. No they say, reset phone and lose technician.I am disabled and need my phone and use my data because I have no computer and will lose my internet due to ACP cutback. Ive had their special team technicians work on it and Im at a loss for what to do next. I dont have a problem with the cost, but I need my phone to work. I would appreciate if Boost would let me out of my contract and I will send back phone in the condition I received it.Thank you for your help.
Business Response
Date: 08/30/2024
August 28, 2024

Ms. **** *******
***************************
*******, MT 59715

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

Dear ***************************** 12, 2024, we received your complaint, dated August 9, 2024, filed with the Better Business Bureau.

You said that you have had ongoing service issues; as a result, you requested to return your phone, be released from the contract and for the balance to be waived.

Our records show that a review of service at your location found no network issues,but it is noted that voicemail is possibly being routed through a third-party system. That could be the cause. Because this is not a Boost Mobile service, we cannot request or force any changes or modifications. Nevertheless, it has been nearly five months since the purchase and activation of the phone (i.e., well past the return window); therefore, the contract is valid and the phone cannot be returned. The phone can, however, be unlocked if the current outstanding balance of $861.09 is paid in full.

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: 09/03/2024

Complaint: 22119965

I am rejecting this response because:
Added file for response

Sincerely,

**** *******
Business Response
Date: 09/13/2024
September 11, 2024

Ms. **** *******
***************************
*******, MT 59715

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

Dear Ms. ****************** September 10, 2024, we received your rebuttal,dated September 10, 2024, filed with the Better Business Bureau.

You said that you are still having issues with your service/connectivity, and you do not have internet access unless you are connected to Wi-Fi.

We communicated via email and telephone about this issue today. I informed you that, with your authorization, we would swap or transfer your service to the AT&T network, and you agreed. I also explained that, although this should resolve or at the very least improve the issues you are experiencing, there is no guarantee, considering you travel in highly remote areas, and you understood.I also informed you that Boost Mobile is not an **************** Provider (ISP), but your phone can connect to the internet if within range of a network.

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:08/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've had horrible service since March phone don't work I've been paying phone drops people can't hear me the service is rotten I called to quit on the second they talked me into giving them one more month to redeem themselves so I pay my bill $58 the *** says I said no I don't want my money back I'm done with you the *** says all if I give you half off I'll send you back $29 will you give me one month I said sure well they turn my phone service off the next day they kept my $20 sent me $29 back and they throw my service off I call them they say yeah you're supposed to have a discount for the month and now we have your money and yeah we sit here for refund but we want to you don't turn your stuff on you got to send us back to us I said don't make sense I'm supposed to have a discount for the month for $29 half off it yeah I said okay you got my money back that's what that makes sense then I'm not getting a discount and I don't know that's just where it's at I have no phone call phone service and they kept my money and it won't send it back to me and I'm just stuck I don't get it they make no sense I keep putting me off to other people and they all talk to each other they all say the same thing they had $20 of my money they say cuz they sent the money back to me that's my discount but I got to sit back to him to make my account in full so they'll turn my stuff on but that's no discount then and they don't care they just turn me off I'm stuck I have no way of getting a hold of anybody I can't get another phone so they have a balance of $29 still in my account I have no service with them now so I said well I'll just continue to quit give me my balance of $29 left then if you're not going to honor the discount you and the agreement you made for me they won't do it they won't give me my money back and they won't tell my service home so it's hard to find someone to help me when I can't make a phone call I don't drive I have no family I live 2 hours away from everybody help
Business Response
Date: 09/09/2024
September 9, 2024

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

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

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

On August 14, 2024, we received your complaint, dated August 9, 2024, filed with the Better Business Bureau.

You stated that you have experienced service and billing issues. You were supposed to receive an account credit, but you have not.

My attempts to contact you at ************** on September 6 and 9, 2024, were unsuccessful, and I was unable to leave a voice message with my contact information. I also sent an email to you at ************************** with a request to contact me.

With the email address provided in your complaint, I found several accounts that were created but never activated. I need additional information to find the account in question. Please contact me at ************* or ************************ so that I can assist you with your account and concerns.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:08/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged and a line opened and I never received the phone nor a refund .
Business Response
Date: 08/19/2024
August 14, 2024

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

Re:          BBB Complaint #********
                ************** -2024-08-17745

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

On August 12, 2024, we received your complaint, dated August 9, 2024, filed with the Better Business Bureau.

You said you were charged and a line was activated, but you never received the device. You requested a refund.

Service will not begin until a SIM card is activated, which happens automatically 2-3 days after the order.

Your line is currently set to be disconnected on September ******. A refund of $46.35 was issued on August 14, 2024, to the card ending in 9075. Please allow 3-5 business days for processing.

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:08/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a cell phone at boost mobile and since 3/29/2024 I have made the following payment on 3/29/2024$83.00-3/29/2024-$19.00 -4/3/2024-$83.00 7/28/2024-$26.38 I contacted boost mobile to address the and correct the ******* spoke with customer and they they reported the following I'm being changed for two phone lines reported I reside one and has never requested a second line. I have never. Ever requested a second line has a result they have disconnected my cell. Please note I have been with our service since 7/28/2024.pleadr note I have a fractured foot and it's eminent that I need communications I spoke with **** boost representative please assist
Business Response
Date: 08/29/2024
August 28, 2024

Ms.****************
****************************************** 3B
*****,** 10453

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

Dear Ms. **************** August 9, 2024, we received your complaint, dated August 8, 2024, filed with the Better Business Bureau.

You stated you were charged for a second phone line despite only having one. You also mentioned you have been without service since July 28, 2024. You requested your service be reconnected and the extra charges reversed.

When we spoke today, I confirmed that your service was restored after the payment made on August 9, 2024, and the second line has been removed. I also applied an adjustment of $60.00 to your account. You indicated that this resolves your concerns.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:08/08/2024
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 financed a new phone on July 26th and was charged 12 dollars on the 28th for the taxes on this financed device. I called shortly after the unit was ordered and decided I wanted to cancel the order and was going to buy the phone full price pay now for 199 dollars instead of 599. I was told it could not be cancelled even though the order was not even processed yet or shipped. And I would need to return it. I then called in to ***ort my phone was missing and never delivered. I was told to make a claim with *** which I did. *** closed the claim saying it was delivered. However I took off from work and the email I was sent via boost says signature is required on all financed phones. I have called in and complained and I have chatted with a boost *** on ******** who has been updating this. Bottom line phone never received never signed for. I'm not sure if package was lost or stolen as every house in my development looks the same, door colors and all and multiple house numbers that are the same as mine in different blocks. Either way per policy signature was required I never got anything or signed. I have cameras as well nothing. I want this financing removed from my account as my current phone is paid off or I will switch. **************** has been horrible it's been a week. I can't even upgrade to a phone now without full cost as my account has not been fixed and reverted to before this order.
Business Response
Date: 08/16/2024
August 16, 2024

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

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

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

On August 9, 2024, we received your complaint, dated August 8, 2024, filed with the Better Business Bureau.

You said that you ordered a phone on July 26, 2024, and you were charged $12.00 on July 28, 2024. You decided to cancel the order and purchase the phone for $199.00. You were told it could not be canceled; however,to your knowledge, it had not been shipped. You also indicated that you did not receive or sign for any package. You requested the financing agreement be removed, to be eligible to purchase another phone at a discounted price and to receive a refund.

Upon review, *** Tracking shows the package was delivered and left at the front door on August 2, 2024, which is evidenced by a photo the driver was required to take. Due to the requirements for this type of transaction, *** has reopened their investigation and the information provided continues to be the same as previously provided.

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:08/08/2024
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.
On 07/15/2024, at 8:35p.m. I paid boost mobile for my phone bill prepaid service in the amount of *****.On 07/17/2024 at 4:20a.m I *** my mom from my mobile device and that device is a ******* Galaxy A25 5G I paid for at boost mobile store location is at ********************************************. Back to the important facts, on 07/17/2024 at 4:20a.m I ***l my mom she didn't answer my ***l. So as proceed to leave out my home from work I did notice to see that my phone when try to ***l my mom again at 4:40a.m my ******* Galaxy A25 5G was saying I had no sim card... So when I arrived to my place of work on the day of 07/17/2024, I use a co-worker phone to ***l boost and had my government phone to live chat with boost mobile. They offered to send a sim card this was at 11:55a.m- 12:20p.m. on the day of 07/17/2024. I ask for a refund they refused to refund my *****. sp file a dispute with my bank varo and **** hasn't found any time to allow me to support.y evidence or case.. today is 08/08/2024 I spoke with boost mobile again and spoke with a manger name **** and **** a worker. The worker **** said he didn't see a sim being sent out for order on the day it was order he said he didn't see neither this was on a voice ***l the work hose saw they order a sim back in or on 04/14/2024-04/15/2024. I had no knowledge a sim being order or requested to be order for me back on. The day of 04/14/2024-04/15/2024. I want my ***** refund and I want someone to investigate and take action and I want to press charges.. boost mobile has ways to shut a sim card off or completely make a sim card no working. Boost has destroy my Sim card/ or stop it from working because they was responsible for shipping an items I paid for back in or on 03/2024. Since I won my case they shut my sim card off on 07/17/2024 at 4:34a.m. My sim and device was able to make ***ls on 07/17/2024 at 4:20a.m. because did ***l my mom at 4:20 a.m but she didn't pick up. But the sim card stop at 4:34a.m.
Business Response
Date: 09/06/2024
August 27, 2024

*************************************
***********************
*******, KY 41015

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

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

On August 16, 2024, we received your complaint, dated August 8, 2024, filed with the Better Business Bureau.

You stated you have experienced connection issues with your service, and received no corrective assistance. You also mentioned your account was accessed without your authorization. You requested to be contacted and to receive a $50.89 refund.

When we spoke today, you stated that your service issues have been resolved. I informed you that our records show after you contacted customer service on July 21, 2024, and August 8, 2024, you declined to be sent a new SIM card to attempt to resolve your connectivity issues. Adjustments totaling $50.00 were applied to your account, nevertheless. Additionally, our records show no unauthorized access to your account.

Sincerely,

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

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

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

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