Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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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

4,969 total complaints in the last 3 years.
1,513 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:07/29/2024
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.
GRIEVANCE: 7/26 purchased new iPhone 12 for $217 over the phone. Conf # ****-451907-6960 The person who I spoke with ran a credit check without my permission which canceled the order process of my phone. I paid the full amount due and a credit check should have NEVER occurred. 7/29 After speaking with several representative and finally, **** # TAV, I was told I am ineligible from making any other purchases at this time at that I need to seek services elsewhere. For security purposes I cannot be told why Im revoked from my well earned upgrade. My time and money are valuable to me and both have been played with by your team. I do not wish for a new phone, I NEED a new phone and after being a loyal costumer since 2019 I would expect better treatment than this. I have never had an upgrade before and this is how a loyal customers account is handled? I except a response within 7-14 business days. Thank you for your time.
Business Response
Date: 08/23/2024
August 23, 2024

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

Re:          BBB Complaint #********
                ************ -2024-07-16673

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

On July 30, 2024, we received your complaint, dated July 29, 2024, filed with the Better Business Bureau.

You said you purchased a new iPhone 12 for $217.00 over the phone. The agent you spoke with performed a credit check without your permission and canceled the order. When you contacted us about it,you were told you are ineligible for making any other purchases.

A review of your account indicates that the order was initiated on July 26, 2024, and canceled by our fraud team. The $217.49 payment was initially authorized; however, when the order was canceled,so was the transaction. I reviewed the call. You did not mention financing a device, but if you did, your Social Security Number would be required to run a credit check; however, no credit check was performed during the call.Unfortunately, your only option at this time is to visit a Boost Mobile retail store to make a purchase.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/29/2024
Type:Billing 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 am financing a iPhone 15 pro *** 1tb through boost infinite and phone insurance and phone plan. They are trying to charge me for service before the phone was activated. It says in their contract agreement that I have up to 30 days to activate phone, which I did before the 30 days. My bill thats due on August 3rd 2024 is double. I called to talk to them about it and they said they would credit the account $***** and would reflect on bill within 24 hrs. This was told to me by a supervisor as well. Even though Im not totally satisfied with just that credit because I shouldnt be charged for a phone plan service when the phone wasnt activated, especially when in their contract it says I have up to 30 days to activate phone. Never the less I want my ***** credit. I ended up calling today and asked why the credit was not there and they said they cant give me that credit and dont know why that supervisor even told me he would give me that credit. Not to mention a $60 payment that was on my pay history on their website for my account just disappeared and they are saying they have no record of it. I have pictures/screen shots to proove everything Im telling you as well as chat transcripts from their supervisor telling me he would give the credit towards ****.
Business Response
Date: 07/31/2024
July 30, 2024

*********************************
********************************
*********, DE 19950

Re:          BBB Complaint #********
                ************ -2024-07-16602

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

On July 30, 2024, we received your complaint, dated July 29, 2024, filed with the Better Business Bureau.

You said that you were charged for service before your phone was activated, even though our contract allows up to 30 days for activation, and your bill due August 3, 2024, is double the original monthly charge. You also mentioned that when you spoke to customer care, you were promised a $38.95 credit, but it did not apply and now you have been told it will not be provided. Additionally, a $60.00 payment you made is not appearing on your account. You have screenshots and chat transcripts to support your claims, and you requested a credit be applied to your account.

A review of your account shows that you began service on June 18, 2024, which then became your monthly recurring charge date. When you activated your device on July 7, 2024, you were charged your normal rate of $61.50 for service, and $18.00 for device insurance. You were then charged your normal monthly rate again on July 18, 2024, as that is your monthly recurring charge date. The Boost Mobile Terms and Conditions state that all payments are final once submitted, and are non-refundable and ineligible for any prorated credits.

When we spoke on the phone today, you explained these issues in greater detail. I informed you that, in the interest of customer service, I would apply a credit of $79.50 to your account as a one-time courtesy. I also informed you that I would need to see proof of the $60.00 payment made (i.e. a copy of your bank statement). Once this is received,I will begin the refund process or apply a credit if applicable. You were satisfied with this resolution and took down my contact information.

We apologize for any inconvenience this may have caused.

Sincerely,

******************************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.

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

*********************
Customer Answer
Date: 07/31/2024

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. I greatly appreciate the BBBs assistance and response time on this matter. Thank you so much!

Sincerely,

*****************************
Initial Complaint
Date:07/29/2024
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.
*** has lost my package and Customer Support from ********************** will not help me replace the item. Item as been in "On The Way" status since 7/23 and no one can give me an update on this shipment. I would just like a refund and cancellation of this phone plan. I no longer want it at this point.
Business Response
Date: 08/13/2024
August 1, 2024

*******************************
************************************************* B-107, #***
************************;

Re:          BBB Complaint #********
                ************ -2024-07-16668

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

On July 30, 2024, we received your complaint, dated July 29, 2024, filed with the Better Business Bureau.

You stated that *** lost your order, and you received no assistance from customer care to obtain a replacement device.You requested a refund.

Our records confirm that order 9179-061340-3668 was lost by ***, and a claim has been opened.

On August 1, 2024, a refund of $83.75 was issued to your card ending in 4846.

We regret any inconvenience you may have experienced.

Sincerely,

*********************************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.

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

                *****************************
Initial Complaint
Date:07/28/2024
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.
I paid my bill early and the company change my billing date without my consent. This company has been doing real shady business practices such as shutting my phone off after I paid my entire bill, another time I paid my bill by the app but they kept my money and had my services off. I have not received any credit for the days or money stolen and now the app has changed and I am no longer allowed the services. Boost mobile is harassing me and I want to know why?! My bill is not due until the third or fourth of the month and now I'm going to cut off today. Please help me. I am tired of. Boost mobile
Business Response
Date: 08/13/2024
July 30, 2024

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

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

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

On July 29, 2024, we received your complaint, dated July *******, filed with the Better Business Bureau.

You stated that you paid your bill early, but your service was still interrupted. You also mentioned that your due date changed without your permission. In addition, you have not received a credit for the days you did not have service. You requested a credit.

Your account is a prepaid service; therefore, the entire account balance is required to be paid in advance of the new billing cycle start date. A review of your account reflects that your service was interrupted in January 2024, as your monthly charge is $26.37 and you only made a payment of $26.36.

If you miss your monthly payment, your service will be suspended. You have 90 days to make a payment and restore your service. Please note that restoring the service may take up to an hour after full payment is received.
When you make a payment to restore service, your monthly payment date will move to one day before the date your service was restored. If you do not make a payment within 90 days, your account will be canceled and you will lose your phone number and any remaining funds associated with your account.

The billing due date changed because payment was due on April 10, 2024, but it was not made in full until April 29, 2024. Please note that the due date changed to the date before full payment was made, as explained above. The service was interrupted again in May 2024, as no payment was received until June 29, 2024.

In the interest of customer service, a credit of $21.48 has been provided. Please note that if you wish to receive service, you will need to make a monthly payment that covers the entire amount.

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: 08/14/2024

Complaint: 22057175

I am rejecting this response because: the response was not complete. This company billing is lying about it cost. I paid the complete bill on their app which they took down after I paid my bill they stole my money and kept over charging me and refused to give my records or allow me access to the app. Investigate this corrupt business. The steal my data and I used my wifi and when I attempt to use my paid for data it says I'm over. Boost mobile release my records so you can be exposed.

Sincerely,

*****************************
Business Response
Date: 08/22/2024
August 21, 2024

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

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

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

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

You stated that you are rejecting our response, as you said that you paid the complete bill on the app; however, it was taken down after you made payment. You also indicated that we refuse to allow you access to the app. In addition, you mentioned that when you attempt to use your data,it advises you that you are over. Furthermore, you requested we release your phone records.

Our records remain the same:

The service was interrupted in January 2024, as your monthly charge is $26.37 and you only made a payment of $26.36.
The billing due date changed because payment was due on April 10, 2024, but it was not made in full until April 29, 2024.
Your service was interrupted again in May 2024, as no payment was received until June 29, 2024.
The payment on July 30, 2024, was made on time.

Please note that the Boost Mobile app is still functioning and was not removed, as you indicated. If you are experiencing issues logging in, please contact customer care to complete troubleshooting.

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 35 GB 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.

A review of your account reflects that for the billing cycle of June 29, 2024,through July 29, 2024, you used a total of ***** GB. For the billing cycle of July 30, 2024, through August 30, 2024, you have used a total of ***** GB.

We have requested your call and text records from May 1, 2024, through August *******, be sent to you. Please note that can take up to 15 business days for us to process this request and then an additional 7-10 business days to mail you these records.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/28/2024
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 pay my and my kids bill on the 1-3 of each month usually due in the first. My phone and my daughters was shut off in July 26 and I called and spoke with different representatives all with different excuses why our phones were off but proof of pay $100 I attached was paid July 3
Business Response
Date: 08/23/2024
August 22, 2024

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

Re:          BBB Complaint #********
                ************ -2024-07-16524

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

On July 29, 2024, we received your complaint, dated July 28, 2024, filed with the Better Business Bureau.

You said your phone service was disconnected on July 26, 2024. When you called in to customer care about it, you were given different reasons why your service was interrupted despite having proof of a $100.00 payment you made. You requested a refund.

Our records confirm that a $100.00 payment was made on July 3, 2024; however, a chargeback for this amount was completed on July 27, 2024, resulting in a service interruption. On August 2, 2024, another $100.00 payment was made and the account plan changed to Boost Unlimited.

A review of your account reveals that the $100.00 chargeback was explained to you by customer care as the reason for the service interruption, which was accurate.

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:07/28/2024
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.
My service has been terrible and representatives have been awful and they hang up the phone. I do not have a working phone and get the run around in getting help. Also, my bill is very high- $95.00 when it should be $55.00.
Business Response
Date: 08/20/2024
August 15, 2024

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

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

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

On July 29, 2024, we received your complaint, dated July *******, filed with the Better Business Bureau.

You said that you are experiencing issues with your device,and you were unsatisfied with the customer service you received while you were attempting to resolve your concerns. You also indicated that your monthly bill should be $55.00, but you were billed $95.00.

As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control.

In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections,slower service speeds, etc.) may impact the quality of service.

A review of your account shows that as the issue appears to be with your device, you were referred to Apple Support. You were also given the option to file a claim since you subscribed to Boost Protect. Furthermore,credits totaling $80.00 were applied to your account for the issues you reported.

Per your request, Boost Protect was removed from your account on July 12, 2024.

On July 26, 2024, your service was suspended, as you reported your device as lost. You may contact technical support if you are still experiencing issues with your service once your phone is located.

Your service was initiated on June 24, 2024, with our Infinite Access for iPhone offer and the $60.00 plan. This includes a discount of $23.06 towards the normal monthly fee of $30.56 for the device financing. The balance currently remaining on your device is $1,038.87. Please be advised that you will be billed for the full device balance if your account is disconnected.

Our records show that your first bill was for $84.41 and included the following (plus taxes and surcharges):

$60.00 for the plan
$15.00 for Boost Protect
$7.50 for device financing

Your second monthly bill was $95.53 and although it included the same charges that are listed above, you were also billed $25.00 for the plan change requested on July 27, 2024.

Although we show that you requested to change your plan to $25.00, this will not take place on August 26, 2024, as long as your service is interrupted. Additionally, the monthly charge for the device financing may also increase due to the requested plan change.

We appreciate that you brought your customer service concerns to our attention and we apologize for any inconvenience.

Sincerely,

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

cc:           ****** /******* Better Business Bureau
                *************************************
**********************

*********************;
Customer Answer
Date: 08/21/2024

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:07/28/2024
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 signed up for new service with a new free iPhone 15 they sent me the wrong phone and made me pay to send the phone back on my dime and didnt even offer to correct what they had done wrong they just canceled my account and didnt even say sorry or anything. I had paid the taxes on the new phone and I still not received a refund yet.
Business Response
Date: 07/31/2024
July 30, 2024

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

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

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

On July 29, 2024, we received your complaint, dated July *******, filed with the Better Business Bureau.

You stated that you signed up for services and you were supposed to receive a free iPhone 15; however, you were sent the wrong phone and you were charged to send it back. You requested a refund for the taxes you paid on the device, as it has already been returned.

Our records indicate you ordered an iPhone 15 on July *******. *** is showing it delivered to you on July 25, 2024, via tracking 1Z0R954E3502819547.

Boost Mobile return policy states, You must use a pre-paid shipping service with tracking (for example, FedEx, ***, or Certified Mail through the ********************* We will not accept packages if we are required to pay any postage or fees of any kind to receive the package. We are not responsible for lost or mishandled packages.

As of July 30, 2024, the device is not showing as returned.Once the device is received and accepted, the refund will be processed within three to ten business days.

For more information on our return policy, please visit ****************************************************************;

We regret any inconvenience you may have experienced.

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: 07/31/2024

Complaint: 22056532

I am rejecting this response because:
I sent the phone back *** 3 day and it required a signature. I emailed you in the parking lot of *** the day I shipped it back and sent you the photos I am attaching now. So there should be absolutely no problem. Your company obviously never wanted my business since you never offered to send me correct phone or keep me as a customer. I gave absolutely never been treated with such disrespect in my life. To send the incorrect phone back cost me over $43 and I expect that to be reimbursed along with the taxes I paid on the correct phone I never received.
Sincerely,

*************************
Business Response
Date: 08/12/2024
August 8, 2024

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

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

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

On August 7, 2024, we received your rebuttal, dated August 7, 2024, filed with the Better Business Bureau.

You stated that it cost you $43.00 to send the device back and you sent me an email with the tracking number. You also expressed dissatisfaction with the customer service you received. You requested a refund for the amount you spent on taxes, as well as the amount you paid on taxes for a device you never received.

As stated in our return policy, it is your responsibility to pay for the shipping to return the device. For more information, please visit **********************************************************.

Our records show that you were sent an iPhone 15, Black 128 GB. This is the device on order #**************** and returned under RA #****-421294-3788.Please note that this is the only order showing on your account.

A $68.47 refund was issued on August 3, 2024, to the card ending in 9025.

Please note that there was no email correspondence between us, as you indicated.

As our records does not validate your claim that you were sent the wrong device, we decline your request to be compensated for the return shipping cost.

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: 08/13/2024

Complaint: 22056532

I am rejecting this response because:
I clearly ordered the iPhone 15 in pink and sent clarification of such as well as emails with the shipping label the day I sent the incorrect phone back to you. I am not sure why the dishonesty involved in all of this just to not have customers and to make them actually lose money. All I am asking is my money back for the phone I sent back this I never ordered.

Sincerely,

*************************
Customer Answer
Date: 08/19/2024
Nowhere on any of the information of receipt does it say where I ordered the pink iPhone 15. But if you submitted for the recording of my order and sale I clearly ordered the pink iPhone 15. And when I called back for help when I received a black iPhone 15 the recording should be clear that all they did was cancel my account immediately and make ME pay to ship the wrong phone back to them which costed me over $40 before I could receive back my funds that I paid for the correct phone that I wanted and ordered. They made no attempt to right their wrongs in any way, were not even decent to me. Attached are all documents I have.
Initial Complaint
Date:07/27/2024
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.
Ordered a phone from Boost Mobile yesterday. It was a Moto G 5G (2024). Boost mobile charged ***** to my account and then told me the payment didn't go through when it did. Now they won't refund me.
Business Response
Date: 08/13/2024
August 7, 2024

*****************************
**********************
*******, IN 46733

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

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

On July 29, 2024, we received your complaint, dated July *******, filed with the Better Business Bureau.

You said that you ordered a phone on July 26, 2024, but then we notified you the payment did not go through and refuse to issue a refund.

Our records show the payment did post and the phone was delivered on July 30, 2024.UPS Proof of Delivery includes a photo of the package at your front door.Therefore, no refund is warranted.

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:07/27/2024
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.
Purchased and iPhone with service from Boost Infinite. The phone was stolen. I cannot access the account via the app or online because I do not know the password (saved to the phone) and all options for 2 factor authentication and or password resets (email on the stolen phone and phone number to stolen phone). Boost Mobile store will not help me because it is a Boost Infinite account. Called customer service several times explaining situation but they say there is nothing they can do because they said the account PIN I have is wrong. I have offered to provide photo ID, banking info where they auto draft payments, social security number, video verification, but they refuse to assist me or let me speak with anyone in an elevated position who is willing to assist. All I am asking if for the phone number to that stolen phone to be moved to a working phone or either provide my account number and transfer pin so I can port the number. I simply want access to that phone number so that I can regain access to all my accounts and ********************** simply refuses to do anything to help me.
Business Response
Date: 08/01/2024
July 31, 2024

Mr. ***************************
********************************************
*****************

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

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

On July 29, 2024, we received your complaint, dated July 27, 2024, filed with the Better Business Bureau.

You said that your phone was stolen and you need the port-out information to move your phone number to another carrier. However, when you called in, you were unable to verify the account. When you visited a retail store, you were informed that they could not assist you because it is a Boost Infinite account.

When we spoke earlier today, I informed you that Boost Mobile (prepaid) and Boost Infinite (postpay) are the same company, but retail stores currently do not handle Infinite accounts. I also advised you that we require the account to be verified to prevent fraud and protect the customers account and associated information. However, you were able to verify the address, last payment and last four of the card used to make the payment; therefore, I provided you with the information you requested to port out to another carrier. I also informed you that once the number does port out, you would be charged for the balance of the phone. You replied that you have insurance and will be filing a claim within 24 hours.

Sincerely,

***************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.

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

                *****************************
Initial Complaint
Date:07/27/2024
Type:Customer Service 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.
May 2024. Was sold a refurbished phone that was passed off as new. The location refused to take an exchange since I paid cash, which you get a discount for. **************** could not help, they said take it back to the store. I tried to explain he would not take it back so I need the company to help me. Nothing they can do. The store address is *******************************************.
Business Response
Date: 08/16/2024
August 14, 2024

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

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

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

On July 29, 2024, we received your complaint, dated July *******, filed with the Better Business Bureau.

You stated you were sold a refurbished phone at a retail store in May of 2024 that was passed off as new, and the store refused to do an exchange because you paid cash. You requested assistance.

My attempt to contact you by phone at ************** on August *******,was unsuccessful, but I left a voicemail. I also sent an email to you at ************************ with a request to contact me.

In my voicemail and email, I requested that you provide a copy of the receipt for the purchase of the device. All ******************** retail stores are independently owned and operated. With a copy of the receipt, we may be able to contact the retail store to request assistance with your request. Please contact me directly at ************** if you would like to proceed.

Sincerely,

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

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

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

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