Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,977 total complaints in the last 3 years.
- 1,516 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/13/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company is a scam. I ordered my device on June 20th for $82. Well it never came. The package was returned to the sender on June 27th. I was told the refund would take 5-7 days. Then after the time frame they tell me another 7-10 days. It's July 13th and today they just informed me that it will be 3-4 weeks. This is beyond ridiculous. On top of all this, they attempted to charge my card for service that was never even started of $27.Business Response
Date: 07/17/2024
July 17, 2024
************** White
********************************************
*******, TX 79412
Re: BBB Complaint #********
************ - *************
Dear **************:
On July 15, 2024, we received your complaint, dated July 13, 2024, filed with the Better Business Bureau.
You stated that you ordered a device on June 20, ******** it was never delivered, as the package was returned to sender on June 27,2024. You were informed the refund would take five to seven days; however, you are now being informed it could be three to four weeks. You also indicated we attempted to charge you $27.00 for the services. You requested a refund of $82.00.
Phones purchased from www.boostmobile.com may be returned within 30 days of the *** shipment date, if the requirements listed here are met: ****************************************************************. However, if one of the conditions we list applies (such as damage to the phone), the return will not be accepted. If we accept the return,the purchase price will be refunded to the credit card used for purchase. The order 9171-218579-5608 shows as returned to sender due to the package being damaged.
As our records reflect the services were activated, there has been no attempt to charge you $27.00 as indicated. The invoice you received shows a balance of $27.78 for the device financing; however, as the device was returned, this amount is not owed.
A refund of $82.50 was issued to the card ending in 6001.
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:07/13/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had been with Boost Mobile for 4 years, left for the last 2 months and regrettably returned 7/5. I purchased an iPhone from Boost which I intended to activate with service. Purchased a plan 7/5, did not receive my SIM until 7/9. Upon activation on 7/9 was told the transfer takes MINUTES. But My line is not working. My IMEI and ICC ID were recorded incorrectly. It has been over 4 days without service. 7/9 I spent hours on the phone with my previous carrier under Boost's misdirection that the issue lied with them. The former carrier conducted a 3-way call with Boost and confirmed the issue was with Boost. I immediately recognized the superior level of customer service my former carrier had over Boost. I am no longer a patron and still they were more responsive to my concerns and provided immediate solutions. I have made too many calls, spent countless hours over the last 4+ days on the phone with your advanced technical team who have offered no solutions. I have received only ONE call from Boost, just to say "someone is looking it to it." I have a family and need to be available. I spent money out of my pocket to seek resolution and my number I've had since grade school is stuck in limbo waiting for you to find what appear to be a simple solution but ALL Boost advised is they can't do anything to help. I just have to wait for some undefined amount of time.= for some unknown resolution. Replace the phone. Replace the **** Do whatever solution would resolve the matter immediately. It is ridiculous to have a customer without service for you to save a few dollars. It would have cost less to replace the phone and or SIM the the rate you pay employees to find a solution they seemingly can't reach. This is of no fault to me but I am the only once paying the price. I have been disconnected from FaceTime, Zelle and other apps bc they can not verify my # as I can not receive or make/send call or text. I need this to be fixed immediately.Business Response
Date: 08/08/2024
August 7, 2024
*********************************
**************************
********, ********
Re: BBB Complaint #********
************** - *************
Dear ******************:
On July 15, 2024, we received your complaint, dated July 13,2024, filed with the Better Business Bureau.
You stated that on July 5, 2024, you bought an iPhone through Boost Mobile and purchased a plan, but you did not receive your SIM card until July 9, 2024. When you activated your device, you found your line was not working due to your IMEI and ICC ID being recorded incorrectly. Despite hours spent on the phone with us and your former carrier, the issue has not been resolved and you have had no service for over four days. You requested an immediate solution, such as replacing the phone or SIM card, as you are currently unable to make/receive calls/text messages or use essential applications.
My attempt to contact you today by phone was unsuccessful,but I left a voicemail.
A review of your account revealed a customer care representative contacted you on July 17, 2024, to advise you this has been resolved. Your account shows current usage and there have been no further reports of technical issues. A one-time courtesy credit of $10.00 was applied to your account for the problems you encountered.
We apologize for any inconvenience this may have caused.
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:07/12/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid my billing June ******* with boost mobile. Today is the 12 it's not full month yet. The shut my service off in the middle of day of 07/12/2024. I ask for them to turn it back and they service agent was not cooperating and I ask for a supervisor and the service agent kept aggravating me and not complying when I ask for manger or ceoCustomer Answer
Date: 07/17/2024
07/15/2024 I paid ***** for my boost service to be working. On 07/17/2024 at 4:30am I was making calls. But at 4:40am of 07/17/2024 my sim card wasn't working and my network wasn't responding I wanted and requested a refund to be giving by boost mobile due to myself stating that I want to go to another carrier because I dont want the issue boost mobile has been providing to me.
Desired Resolution: Refund
Customer Answer
Date: 07/18/2024
On 07/15/2024-07/17/2024, I have been contacting boost mobile for refund. Ralpheal a supervisor from boost said they disrupt and block my sim card for I couldn't use it. I woke up Wednesday morning at 4:00 a.m and left my home at 4:50am to not know my sim card was lock. In the phone information of the device it says official meaning they lock it so can't be use. I ask for my money back they are refusing to refund my money and I haven't even seen a week of my service and I been without a phone since Wednesday evening and since they lock my sim card. I told em I leaving they company so I can go elsewhere. I just want my ***** back because they stop my service.
Desired Resolution: Refund
Customer Answer
Date: 07/19/2024
0n the day of 07/18/2024 boost mobile one agent supervisor ralpheal on voice call stated that boost mobile did shut and lock my sim card on 07/17/2024. I paid ***** on 07/15/2024 for my service I want a refund. I told and ask and request a r fund because the sim card they damage it from they ***** by locking it and shutting off without my approval. They ask or suggestions they can send a new SIM card. But I don't want a nother sim card I want my money so I can go to metro pcs service since boost tamper with my account .they are refusing to refund the ***** which I should and need refunded back since I have no service.
Desired Resolution: Refund
Customer Answer
Date: 08/05/2024
On 08/05/2024, I was online live chatting with boost mobile about a replacement sim card that they was trying to offer me on the day of 07/17/2024. I requested and ask that sim card was sent and ship and purchase free of charge due to the old sim that I had for only no more than 2 years stop working in my device..the device was ******* Galaxy A25 5G. The order for the sim card replacement was place on 08/03/2024 or 08/04/2024 over voice calls with boost mobile support supervisor that told me it take only 2 business days to get delivered to me..but this live chat agent said 3-5 business days I'm having question about it and I requested for supervisor and the agent didn't get a supervisor they ignore my request and got off live chat..when the situation happen with the sim card it was on the day of 07/17/2024. I had just paid my billing for my prepaid service in the amount of ***** with boost mobile from my varo bank card on the day of 07/15/2024. It didn't post to my card account until 07/17/2024. I am request something needs to be done because now I feel as if they are trying to rip me off.
Desired Resolution: Refund
Business Response
Date: 08/12/2024
August 4, 2024
************************************
***********************
***********************************
Re: BBB Complaint #********
************ - *************
Dear ********************:
On July 18, 2024, we received your complaint, dated July 12, 2024, filed with the Better Business Bureau.
You stated that despite paying your bill on June 12, 2024, your service was interrupted in the middle of the day on July 12, 2024. When you called in and reported this, you requested a supervisor; however, you were refused. You would like to receive a refund for the issues you experienced.
Our records show a payment was made on June 12, 2024. As Boost Mobile is a prepaid service operating on a 30-day cycle, your service was interrupted on July 12, 2024, as no payment was made.
No issues were found during our review of your interactions with customer service.
We hope this clears up any confusion.Please note, a refund is not warranted in this instance.
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,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**************************
******,CO 80210
*****************************Initial Complaint
Date:07/12/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid for service on 07/10/24 and I was told to wait 48 hours. I let my T mobile service be shut off and all of a suden I call Boost Infinite and the service I already paid for was canceled. I found this out during break and a neww job and had to quit because this conversation took over 1 hour.Customer Answer
Date: 07/25/2024
"The business responded to the complaint over the phone, but they were laughing about the situation and was not helpful. I do have the service and the phone now, but I asked for a better phone. The customer service representative was unable to help over the phone or the app. The supervisor said I was supposed to receive a verification email, but I never received it. I want a better phone - basic Samsaung S24 or ******** Flip."
-Transcribed by BBB staff
Business Response
Date: 08/05/2024
August 1, 2024
***************************
***************
**************
Re: BBB Complaint #********
************** - *************
Dear ****************:
On July 12, 2024, we received your complaint, dated July 12,2024, filed with the Better Business Bureau.
You said you paid for service on July 10, 2024. You were told to wait 48 hours, but your service was canceled. You requested for someone to contact you about this issue.
When we spoke, I informed you the order did not go through;therefore, your payment was pending and never received by Boost Mobile. When the order was canceled, the payment was reversed. Additionally, because of the error we kept encountering, you will need to create a Boost Infinite account online.
You may reach out to me at ************** directly for assistance, if needed.
We apologize for the inconvenience.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
*****************************Customer Answer
Date: 08/12/2024
Hi! Boost mobile would not let me port my number out and they said instead they will credit my account today and while I was at work they cut my phone service off. On top of this my credit card is not working with their business and I can't even get a validation code from my bank because they turned my service off. At this point I am violently mad. This is outrageous
Business Response
Date: 08/26/2024
August 22, 2024
Ms. ***** ******
***************
*******************;
Re: BBB Complaint #********
************** - *************
Dear **************************** 21, 2024, we received your rebuttal, dated August 21, 2024, filed with the Better Business Bureau.
You said we will not allow you to port out your phone number and we credited your account instead. You added that your service was suspended and your card is not being accepted when you try to make a payment.
There is no record of you requesting your port-out information with customer care and you were offered a courtesy credit to help cover your bill.
Please be aware that your line is currently active.
In our email correspondence, I offered to assist you in porting your phone number to a new provider, but you rejected my assistance.Please contact me directly at ************** or customer care at *************, if you reconsider.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Customer Answer
Date: 09/07/2024
Complaint: 21981455
I am rejecting this response because: All I want is my account number and transfer pin so I can ( Port ) my number. This can be emailed to me. This company told me to pay my bill on the 12th last month but disconnected my phone on the 12th. This company has not been helpful at all. You think I'm going to go from an iPhone 13 to a Galaxy 15 are you crazy? You can't provide me with a better phone and I need to port OUT..... Awful customer service
Sincerely,
Yazan CottonBusiness Response
Date: 09/13/2024
September 12, 2024
Ms. ***** ******
***************
*******************;
Re: BBB Complaint #********
************** -2024-09-20475
Dear Ms. ***************** September 12, 2024, we received your second rebuttal, dated September 12, 2024, filed with the Better Business Bureau.
You requested your port-out information,and expressed frustration with your service being interrupted on the 12th of the month when you were told you could make your payment on that date.
Our records show you have since ported your phone number to a new provider. If you need further assistance, please contact customer care at ***************.
Your last day of service was on the 11th of the month, so payment had to be received before the 12th of the month to prevent your service from being interrupted. We regret any confusion.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:07/11/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Couldn't get phones ordered then when I finally did Couldn't activate them then finally got that done and now can't add any more lines but they keep trying to take a payment.Business Response
Date: 07/23/2024
July 13, 2024
***********************************
*****************************************************************
Re: BBB Complaint #********
************ -2024-07-15344
Dear ******************:
On July 12, 2024, we received your complaint, dated July 11, 2024, filed with the Better Business Bureau.
You stated that when you received your devices, you were unable to activate them right away. You mentioned that when you were able to activate them, you were unable to add an additional line. You also said that a payment continues to be attempted. You requested a billing adjustment and to be able to add an additional line.
Our records indicate that you established the account on June 19, 2024, when order **************** was placed for a Galaxy S24+-Purple, Galaxy S24 Ultra-Purple and a Galaxy S24 Ultra - Black -256 GB. All three devices are showing they were delivered to you on June 22,2024. The activation process was delayed because the porting information you provided was not correct and your lines with your previous provider were interrupted. All three lines are showing successfully activated as of June 24,2024.
A review of your account reveals that you have been advised to contact ********************** regarding adding another line to your account. Please contact this email address, as you were instructed. Please note that you were not charged for the orders not going through.
Your payment of $216.00 covered the taxes for the devices you purchased. The payment of $220.54 currently due is for the services from June 24, 2024, through July 24, 2024. Please note that if a payment is not received by July 19, 2024, your services will be interrupted.
We decline your request for a billing adjustment.
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
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
*****************************Customer Answer
Date: 07/24/2024
Complaint: 21978209
I am rejecting this response because:
I have had boost mobile for years at least 10 and have never had so many problems. I contacted dish at that email and called and still can not add a line and the phones I ordered were at first canceled which took longer to get and I put in for new numbers and still had to call multiple times for stuff to get set up right. I love my phones but also was trying to add am additional line still to this Day. Honestly thinking about sending everything back and going with someone else. For all the trouble I had with your company and you act like nothing was wrong on your part when I was told multiple times you had extra lines added on my account it said I had 5 lines for the first week or so that is why I could not add additional lines. I have been a great customer for ********************** and have many friends and family whom I got to also use boost at this point I am really leaning towards another company. Thank you for the services when I had no problems.
Sincerely,*******************************
Business Response
Date: 08/05/2024
August 1, 2024
***********************************
*****************************************************************
Re: BBB Complaint #********
************ -2024-07-16680
Dear ******************:
On July 30, 2024, we received your rebuttal,dated July 30, 2024, filed with the Better Business Bureau.
You rejected our response, as you are still unable to add additional lines. You indicated you are leaning towards returning the devices and changing companies due to your experience.
Phones purchased from our website may be returned within 30 days of the *** shipment date, if the requirements listed here are met: **********************************************************. A review of your account reveals that the devices you financed are outside our 30-day return window and cannot be returned.
Our records indicate that we tried to contact you on two occasions at the beginning of July 2024 to help you add another line to your account. Please call ************** for assistance if you still want to add an additional line.
In the interest of customer service, a $20.00 credit has been applied to your account.
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:07/11/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Saturday 6/29/24 I went to Boost Mobile retailer at ***************************************************** to buy a phone to replace a stolen phone. The next day I noticed microphone didn't work as it should nor did the hand gestures. I consulted with ******* and went to a local place to address issue on Monday 7/1/24. They only fix hardware issues and repairman said issue was a software problem. He suggested I go back where I bought it to exchange it, since I only had it for one day. That same I returned to the Boost Mobile store and explained issue. Three personnel inspected phone and said they currently had no phones to make the exchange. I was told to return in two days. I called before going and because it was 7/4/24, I was told the shipment would arrive Friday. I called once more and nothing had arrived. By Monday 7/8/24, I returned to store and this time I spoke to the manager. He got on the phone with someone and refused to exchange phone. He referred me to *******. I called ******* and they said the retailer had to exchange since there is a warranty of 40 days which allows returns of phones. I reached out to boost mobile online and they also refused to help and suggested I return to store and speak to manager again. This is a non-ending loop where no one wants to take responsibility for the phones they sell.Business Response
Date: 07/30/2024
July 17, 2024
*****************************
************************************** 1A
********, ** 11373
Re: BBB Complaint #********
************ - *************
Dear **************:
On July 16, 2024, we received your complaint, dated July *******, filed with the Better Business Bureau.
You stated that on June 29, 2024, you purchased a device from a store; however, the next day you noticed the microphone did not work along with other functions. You contacted the store and they referred you to *******,as they did not have any devices for exchange. ******* then advised you to return to the store since the device has a ****** warranty. You requested to exchange your device.
******************** does not exchange products purchased through www.boostmobile.com. If an exchange is necessary, products should be returned for a refund first, in accordance with our policy. Afterwards, a new product may be purchased through the website. Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies.
A review of your account reflects that on July 8, 2024, you added Boost Protect. You can file a claim by visiting *************************************************** or calling **************. Claims should be filed by the primary account holder.
At this time, your options are as follows: return to the store where you purchased the device, file an insurance claim or contact the manufacturer again.
We decline your request for an exchange. 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: 07/30/2024
Complaint: 21977193
I am rejecting this response because: I did not buy this device from boostmobile.com. I bought it at the store.I would suggest you read your response, since you contradict yourself. First you state you understand I bought at store. Then, in the next paragraph, you write no returns are made on items bought via boost mobile.com. I did not buy it online. The purchase was in the store. Moreover, that store is making business by charging extra tax. I bought the item on sale, yet I was charged tax on original price, not sale price. Then, the store added items to the receipt which later removed, yet I was still charged tax on that item, which I have no idea why it was added. Therefore, the store is commiting fraud and the sales receipt I submitted proves it. Finally, boost mobile added that protection to my account when the store manager refused to help. Then, I was given a number to call to get phone assessed, yet it was a spam number. When I called boost mobile to let them know, multiple representatives sent me back to the store. Your business commits fraud and plays with the consumer. Therefore, you should address the incompetence of your physical store and online services with your consumers.
Sincerely,
*************************Business Response
Date: 08/12/2024
August 8, 2024
*****************************
************************************** 1A
********, ** 11373
Re: BBB Complaint #********
************ - *************
Dear **************:
On August 7, 2024, we received your rebuttal, dated August 6, 2024, filed with the Better Business Bureau.
You stated that you are rejecting our response, as you are aware that your purchase was made at a store and not online. You also indicated that you were charged more sales tax than you should have been. In addition,you expressed dissatisfaction with the customer service you received at the store. You requested an exchange.
In our last response, we advised you that Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. If you are disputing the amount you were charged by the store, please visit the store for further assistance. Please note that you did not pay us for this transaction;you paid the retail store and therefore, we are unable to honor your refund request.
At this time, your options are as follows: return to the store where you purchased the device, file an insurance claim or contact the manufacturer. Please note, these have not changed since our last response.
We continue to decline your exchange request. We regret any inconvenience.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
**************************;Initial Complaint
Date:07/11/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called Boost Mobile today to activate my lines. There was an issue with activation. No big deal. However, I was charged for 3 SIM cards and only received 2. The rep refused to allow me to speak to a supervisor. Telling me that it's not possible, I am not providing them with the right information, being very degrading on the call. There was a huge language barrier. I told the rep to cancel my service and he said that is not possible and disconnected the line. I don't have time to play with Boost Mobile. If this is the customer service that I will get, I want no parts to their business. Line numbers *******************-919-2901, **********.Business Response
Date: 07/31/2024
July 23, 2024
Ms. *********************************
31588 Blue Passing Loop
*****************************
Re: BBB Complaint #********
************** - *************
Dear ********************:
On July 12, 2024, we received your complaint, dated July 11,2024, filed with the Better Business Bureau.
You said that you were charged for three *** cards, but only received two. You also expressed concern with the customer service you received.
UPS tracking shows that three separate *** kits were delivered to the address in *******************, **: two on July 11, 2024, and one on July 12, 2024. One line,ending in 2901, is pending disconnection and another line, ending in 0839, has already been disconnected. Therefore, I requested a refund for two of the *** kits ordered, a total of $18.37.
Boost Mobile places the highest priority on providing the best possible customer service in the industry. I regret that your experience did not meet these standards, and this issue will be addressed with the appropriate personnel.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*****************************Initial Complaint
Date:07/11/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 4th, 2024 I was travelling to ******. I called around 8AM while in the U.S to add an international pass to my line. I was told it would be applied shortly and to turn off my phone and restart. When I entered ****** I did this. I was not able to use my phone. Using my wife's cell phone, I called and was transferred to the technical support. They told me their was an outage and the service was unavailable and then hung up. I called back, was transfered again and they told me the service wasn't working. I requested a refund. They told me they could credit it to my next bill. I told them I will be cancelling my service as this is not the first problem I have with boost. At least once a week I lose service and have no data.... while in busy cities such as ******** or ************. As I was no longer going to be a customer, I would like a refund to my card they took when I called at 8am. They refused to give me a refund, as they claimed there was nothing to refund. I never received a receipt of purchase from the company, I do see it on my bank statement. Everytime I call, they transfer me several times and hang up when they are in the wrong. This business shouldn't be allowed to continue.Business Response
Date: 07/30/2024
July 16, 2024
**************
*************************
*********************
Re: BBB Complaint #********
************ - *************
Dear ***** E:
On July 12, 2024, we received your complaint, dated July 11,2024, filed with the Better Business Bureau.
You stated that on July 4, 2024, you added the international pass to your account; however, the service never worked. When you contacted customer care, you were told there was an outage. You declined the credit they were providing for the issue, as you wanted a refund. You requested a refund.
Our records indicate that prior to July 4, 2024, the last time you reported any issues with the service was back in October 2023. If you are experiencing problems with the service not working as expected, please contact customer care to perform troubleshooting.
On July 15, 2024, a refund of $5.19 was initiated back to the MasterCard ending in 8526.
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:07/11/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 07/1/2024 I saw an ad on ******** about a new phone service if you qualify you can get a new ******* or iPhone and every year when the new one comes out you can upgrade so I went to the website picked out 2 phones and plans went to checkout filled out the paperwork with my ss number they ran there credit check that said you are approved went on to pay but before I payed I had a question so I had to go to chat the girl on chat told me I would have to call to get the question answered so I called and (my question was could I use my husband's debit card to pay and we wanted to use it for autopay) but she said that the system wouldn't have saved my information and she would need to run another credit check and we were approved again so she finished my order we paid set up autopay and she sent me the paperwork I e-signed it sent it back she told us we would get an email with a tracking number so we could track our package and we should be receiving them on the 3rd we got a tracking number the next day but when we tried to track it *** said they did not have the package so on the 3rd when *** still didn't have it we called and spoke to a young man he said he would have to open a ticket and it would take 72 hours so the next day we got an email with an update so now we can track the package and *** said it would be delivered on the 7th between 9:30 and 12:30 it got changed 3 or 4 times so the next morning I called *** and they said that they got a message from the sender to return the package to sum it up I called and spoke to 4 agents the 3rd one was risk management he said we would have to complete the order again so he transfered us the next guy didn't know what to do so he transferred us and the guy there told us we didn't qualify so I asked to speak with a supervisor she told me the same so I asked why she said we were a security risk I asked her name she said no so I asked her what state she was in (knowing it was ********) she said Arizona.Business Response
Date: 07/17/2024
July 16, 2024
*********************************
**********************************************************************
Re: BBB Complaint #********
************** - *************
Dear ****************:
On July 11, 2024, we received your complaint, dated July 11, 2024, filed with the Better Business Bureau.
You said you saw an advertisement July 1, 2024,indicating that if you qualify, you can upgrade to a new ******* or iPhone each year. You mentioned that during the sign-up process you had to call to get qualified and once approved, you were informed you would be sent an email with the tracking information. The tracking number originally showed you should receive the devices on July 3, 2024; however, it was then updated as the package being delivered on July 7, 2024, and now it shows as returned to sender.You requested the order be delivered.
Starting at $60.00 per month, Infinite Access for Galaxy allows you to get the latest *************** device with built-in unlimited wireless delivered right to your door. 12 months later, we will do it all again with a convenient box to return your old device. It is the easiest way to get the newest and latest Galaxy, every year.
Our records show an issue with the order was identified causing it to be canceled. You can expect a refund within seven to ten business days. As the order was canceled, a new order would need to be created if you still want the devices shipped to you.
We apologize for any inconvenience.
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
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
**************************;Initial Complaint
Date:07/11/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I want to port my cell phone number from Boost to a new provider. When my son called, he was told he'd have to hold for 30+ minutes. When i attempted to use the chat to get the port out pin, each time, the system just sat there; no information provided. I want to port my number and i'd like to do it without Boost Mobile providing **** poor customer service in an attempt to elicit frustration and giving up so that they can force me to keep them as my provider. I do not want to use their service. I had the number before I got them and i want to continue using it with my new provider.Business Response
Date: 07/23/2024
July 12, 2024
Ms. *************************
***********************************************. B4
******, CO 80015
Re: BBB Complaint #********
************ - *************
Dear ********************:
On July 11, 2024, we received your complaint, dated July 11,2024, filed with the Better Business Bureau.
You said that you would like your porting information. You indicated your son attempted to contact customer care, but could not wait on hold.
Please note that phone number portability is regulated by the ********************************* (FCC) and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include but is not limited to: account number, account ******'s name, phone number, five-digit ZIP code, passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.
During our email correspondence you were provided your porting information, including account number and porting ***, once you passed security verification.
Please note that you were also advised the account would have to be in good standings in order for the port to go through.
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: 07/24/2024
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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