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:07/04/2024
Type:Billing 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.
$87 Cell phone bill was due. I had to wait until I got paid to pay it. By the time I got my check, a new bill had been generated. When I called to pay my past due balance of $87 on 7/4, the new bill is due on 7/16, I was told that I had to pay the full balance of $164 to have my service restored. The new bill is not due until 2 more weeks. How am I required to pay a bill for service that isn't due yet? I'm trying to pay what I owe but am not being allowed to pay and continue having service. I need my phone for work and need it turned back on asap.
Business Response
Date: 07/10/2024
July 10, 2024

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

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

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

On July 5, 2024, we received your complaint, dated July 4, 2024, filed with the Better Business Bureau.

You stated that you were unable to pay your bill when it was due and by the time you were able to, a new bill had generated. You also mentioned that when you called in to make your payment, you were told you had to pay the entire balance and no longer just the past-due amount. You requested a billing adjustment.

A review of your account reflects that your bill generated on June 1, 2024, with a due date of June 16, 2024. We provided you a ten-day grace ******* but we did not receive payment by June 26, 2024, so your account was interrupted. As you did not make a payment prior to the new bill generating, the entire balance is due to prevent a carryover balance each month. Please note that if a payment is not made prior to August 31, 2024, the account will be canceled.

We decline your request for a billing adjustment.Please note that your services will be restored once we receive a payment.

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: 07/10/2024

Complaint: 21943776

I am rejecting this response because:
You are making me pay for a future bill that is not due yet. Regardless if the bill has been generated it is not due yet. How can you make me pay EARLY?

Sincerely,

*********************************
Initial Complaint
Date:07/04/2024
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 been trying to activate my existing service to a new sim and phone. I've been with boost for YEARS. I've done this the same way this entire time because it's $35 to have them activate it at the boost store. I'm homeless I don't have that extra $35 anyway plus I don't need to go to the boost store because I can get the phone and SIM at ******* and call or do it online myself. I recently had staples in my head so I don't remember all my login info. Also when I call the customer service they tell me I need my old sim and imei number to my old phone before they could turn my new one on. Also I went on the website trying to chat with a representative and they have repeatedly had me believing they were going to assist me and then the lady got all my info and then didn't press the enter button. They keep saying I have to go to the boost store. Also my server won't go through when I try to login to my account so I can do it myself. I'm very aware of how things work. I'm also not dumb by any means. I don't appreciate that they are inconveniencing me very much when I'm homeless and can't afford they're inconveniences. I can also hear laughter in the background when I'm speaking to a person via phone.
Business Response
Date: 07/23/2024
July 5, 2024

*****************************
AR 72209

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

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

On July 5, 2024, we received your complaint, dated July 4,2024, filed with the Better Business Bureau.

You stated that you have been trying to activate a new phone and SIM card, and customer care advised you to go to a store. You do not want to visit a store, as you do not want to be charged $35.00 to activate the device. You indicated that you are unable to log into your account online, as you do not remember your login information. You expressed dissatisfaction with the customer service you received and requested a credit.

We are committed to protecting the privacy of our customers.In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a Personal Identification Number (***) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes to the account. If the *** cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested.

Our records indicate that you have been unable to verify your account, which is why you have been advised to go to a store for further assistance with your verification process. Please note that unless you can pass the verification process, no change will be made to your account. If you do not know your login password, please visit ************************************************************************* for information on how to reset it.

We decline your request for an account credit, and 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:07/04/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My name is ******************************* and I need a bill credit for $85.36 because yall send me two noon working physical SIM cards for my iPhone 7 it didnt work it say no service and for my iPhone 13 it say sos but the agents send me two new **** cards here is proof Your ticket has been submitted successfully. Ticket ID: *******. For the iPhone 13. and proof Your ticket has been submitted successfully. Ticket ID: *******. Here's for the iPhone 7 I want a credit for $85.36 to be waived to $0.00 and any other credits for my upcoming bill when yall bill me for new bill when I have to wait to get my two new SIM card in the mail and when I didnt use the data period when I first got my first SIM cards that didnt work or when I have to wait when I get my replacements ones in the mail please give me a credit for $85.36 and give me a credit for the whole month because I dont have my new replacements SIM cards yet and I didnt use the data period I was false billed for no reason I want a whole month to month billed credit and a week to week credit showing my bill to $0.00 and also add my two numbers to a family plan ************ and ************ and please also update my account full name to ******************************* yall misspell my name wrong it dont know an *************************** it should be ******************************* not *************************** etc
Business Response
Date: 07/29/2024
July 18, 2024

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

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

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

On July 5, 2024, we received your complaint, dated July ******, filed with the Better Business Bureau.

You expressed concern with the following:

Non-working *** cards
Family Plan
Name Update
Credit request

You said the *** cards did not work. Our records indicate that the *** card sent to you for the iPhone 13 did work, as the line is showing adequate usage. The line for the number ending in 1380 shows as activated on July 16, 2024, with usage beginning on July 17, 2024. There is usage on the line for the number ending in 7530 showing on July 3, 2024, and on July 16, 2024. A replacement *** card was sent to you on July 16, 2024, via ticket *******. We recommended to you that if this replacement card does not work in your iPhone 7, you should replace the device.

You requested a multi-line family plan. At this time, there is not a multi-line plan available. You can visit ******************************************** to review the available plans.

You stated that the name on the account is incorrect. A review of the account reflects that you set it up online, which means you inputted the original name of ***************************. As requested, the account name was updated to yours.

You requested a credit of $85.36. I informed you that we would not credit you more than what you actually paid. You were provided with a total credit of $37.04. Please note, you only paid $7.04 for the line ending in 1380 and $42.66 for the line ending in 7530 for service from June 30, 2024,through July 30, 2024. Therefore, we respectfully decline your request for an $85.36 credit.

In my email correspondence to you on July 18, 2024, you were advised of all of the above.

Sincerely,

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

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

                **************************;
Customer Answer
Date: 07/29/2024

Complaint: 21943040

I am rejecting this response because:Because my issue isnt resolved yet the *** card dont work in my iPhone 7 and you aint responding to none of my emails I am asking can yall setup a account for me under att network towers please etc?

Sincerely,

*******************************
Business Response
Date: 08/05/2024
July 31, 2024

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

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

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

On July 31, 2024, we received your rebuttal, dated July *******, filed with the Better Business Bureau.

You stated that you are rejecting our response, as the *** cards do not work in the iPhone 7 and your emails are not being responded to.You requested a new account be set up under the AT&T network.

A review of your account reflects that the *** card sent to you has not been activated. Please note that unless you activate it, it will not work.

In my email correspondence to you, I advised you that you have been told on numerous occasions what you continue to send in email format is being flagged as suspicious content. You were also asked to stop making false statements that your emails are not being responded to. You have been advised that if you have further questions, to call in due to your emails being marked as suspicious.

If you would like a new account, you would need to create one on our website and make the required payment.
Please note that once an account is established, we assign each line a network based on a selection engine that is updated regularly. This determines which network a line receives based on a variety of factors. Unfortunately, we currently do not offer the ability to choose a network and are actively working on the capability;however, we cannot speak as to how it will work or when it will be available.

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: 08/06/2024

Complaint: 21943040

I am rejecting this response because:Not true this is a lie In my email correspondence to you, I advised you that you have been told on numerous occasions what you continue to send in email format is being flagged as suspicious content. You were also asked to stop making false statements that your emails are not being responded to. You have been advised that if you have further questions, to call in due to your emails being marked as suspicious you first wasnt responding so stop lying so give me a bill credit for the total amount to bring my bill down to $0.00 or setup a new account for me under att for me or allow me portout my two lines numbers for me for free when with my account is suspended for past due status because it was already in the portout status before it got suspended it didnt got portout please help me etc.

Sincerely,

*******************************
Business Response
Date: 08/12/2024
August 9, 2024

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

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

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

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

You stated that you are rejecting our response once again,as you dispute being told your emails were being flagged as having suspicious content. You continue to ask for a credit or for a new account to be set up under a different network.

Please note: the first time you were advised your emails were being flagged was on July 18, 2024.

As our records now reflect you have disputed the payments you originally made on June 28, 2024, we decline your request for any additional credits. Please note that you have already been provided credits to cover the time you were without service, and we are not going to provide you free services when your account reflects usage. If you would like to port out your phone number, please make your account current (as already advised).

In regards to having an account on a different network,please refer back to our previous response.

While you do not agree with the information provided, there is no change in our position.

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: 21943040

I am rejecting this response because:
Then escalate it to someone who can help me then who is higher then you.
Sincerely,

*******************************
Customer Answer
Date: 08/19/2024

Complaint: 21943040

I am rejecting this response because:
Then escalate it to someone who can help me then who is higher then you.
Sincerely,

*******************************
Initial Complaint
Date:07/04/2024
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 attempted to cancel my account on 7/2. I never authorized autopay, and on 7/4 I woke up with an unauthorized charge to my account from ******************. When I spoke to them, they told me to basically kick rocks because they updated their refund policy and the person who was trying to help me port my number never put down that I wanted to cancel my account. I no longer have access to use the account, and this is not unusual for their nonsense. And I have no way to provide any other proof as they were gladly able to cancel the account that wasnt used at all, but not refund my money.
Business Response
Date: 07/23/2024
July 18, 2024

***********************************
****************** 7
***********, ** 18360

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

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

On July 5, 2024, we received your complaint, dated July 4,2024, filed with the Better Business Bureau.

You said that you attempted to cancel your account, and you were charged for service without your authorization on July 4, 2024. You requested a refund, but it was declined.

When we spoke, I informed you a review of the July 2, 2024,call revealed that you did not wait to be transferred to loyalty to cancel the line. Per your request, I canceled your line ending in 9930 and confirmed you did not want to keep the phone number.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited. As a courtesy, a refund of $76.23 was issued to the card ending in 8392 on July 17, 2024.

We apologize for the inconvenience.

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:07/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My debt card got scammed. They took $168 out of my account. I called and told them what happened. I am not getting anything out of them. They keep threatening to get more money. I have tried everything I can think of. Os I turn to you.
Business Response
Date: 07/10/2024
July 10, 2024

*******************************
*********************************
Friend, NE 68359

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

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

On July 5, 2024, we received your complaint, dated July 3, 2024, filed with the Better Business Bureau.

You said you were scammed and $168.00 taken from your debit card. You called in to report this, but you were unable to resolve it and told you would be charged more. You requested a refund.

Our records do not show a fraud affidavit has been filled out to address this issue. Please fill out the fraud affidavit as soon as possible, and you will then be provided with the next steps. You can find the affidavit at ******************************. Please note that you must fill this out, as your credit may be affected. Additionally, we may keep your information on file, but can assure you the account was never activated.Additionally, automatic payment was removed to ensure you will not be charged for service in the future.

Our records indicate a $168.00 refund was submitted on June 26, 2024, to the card used for payment. Please contact your financial institution for further assistance.

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
DISH Wireless, L.L.C.

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

                *****************************
Initial Complaint
Date:07/03/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased an international add-on plan with Boost Mobile on June 10 for the phone number **************, order #*****, for the amount of $36. We had to spend quite some time on the phone and online with BOOST to activate the eSIM.Once we arrived in *****, the plan did not work at all and we were unable to contact Boost by phone. We sent an email, but they asked us to call them.Upon our return the Boost Mobile website requested that we contact them via email at *************************************** which sent an automated response asking us to contact them via chat or phone. While their email clearly stated that chat can handle refund:"Hello,If you are looking for support and refund requests, please Call 833-50-BOOST *************) or Chat Now, as it's for outgoing emails only."Thank you, BoosteSIM"I am being ask to call customer service since chat service cannot address my request.I then have to call the number and wait quite a while for a response. "I am then being told that I cannot get a refund because it is a self service, despite having Boost helping set up the eSIM. I am then being told that Boost cannot issue a refund because they offered the service via the third-party "Telna". None of this was mentioned to me or in the terms of service. All my contacts and transactions were done with Boost Mobile. The email response with order confirmation is from Boost Mobile. Upon inquiry I am being told that Boost Mobile does not have any channel for formal complaints, and I am being denied information to contact the third-party.So, in short, Boost advertises and sells an international plan, we buy it, they help us set up the eSIM card, but when we get to our destination nothing works.They are completely denying any refund or assistance to reach the third-party.We are kindly requesting a full refund, and would like to request that the fraudulent business practice stop.We would like to request a refund of the same amount for ************** order #*****.
Business Response
Date: 07/29/2024
July 22, 2024

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

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

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

On July 5, 2024, we received your complaint, dated July 3, 2024, filed with the Better Business Bureau.

You stated that you purchased an eSIM for two of your accounts for use while travelling abroad. Despite your attempts to use the service for this very reason, you were unsuccessful. You requested a refund of the $36.00 you paid for each of your accounts.

When we spoke today, I informed you that I would apply an adjustment of $36.00 to each of your two accounts. Please allow 24 hours for this to appear in your billing. You accepted this resolution.

We regret any inconvenience this may have caused.

Sincerely,

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

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

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

Customer Answer
Date: 07/29/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is minimally satisfactory. The business was still rather rude and claim they were unable to issue a refund or provided any explanation. For resolution sake I agrred to a credit on both account. I still beleive that further investigation should be done to stop this practice.

Sincerely,

***************************
Initial Complaint
Date:07/03/2024
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.
BOOST MOBILE DIDNT SEND A PHONE, THEY AT RISK MANAGEMENT DIDNT INITIALLY GIVE ME A PLAN. THEY DID NOT ACCEPT IT. BUT, ONE MONTH AFTER THIS THEY TOOK OUT ***** AND I DONT HAVE A PLAN WITH THEM. FRAUDS.
Business Response
Date: 07/24/2024
July 23, 2024

*******************************
*************************** 2
*********, IN 47904

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

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

On July 5, 2024, we received your complaint, dated July 3,2024, filed with the Better Business Bureau.

You said you never received a phone or was able to activate,but you were charged $61.38 after one month even though you had no service. You requested a refund.

My attempts to contact you by phone at ************** on July 17 and 23, 2024, were unsuccessful, but I left a voicemail on each attempt. I also sent an email to you at ******************* with a request to contact me.

Our records confirm that a refund of $61.38 was processed on March 21, 2024, followed by another charge of $61.38 on April 3, 2024. As no service was active on your account during this time, I requested a refund to go back to your last payment method on file.

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
                **********************************350
                ******,CO 80210

              *********************
Initial Complaint
Date:07/03/2024
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.
Im a customer of ******************** My Account name is Stormy Weather I signed up for a basic phone plan for 4 lines for a 100$ I dropped 2 phone lines n kept two mysteriously one of the line was on a 50$ plan which I didnt make or change so over two years Ive been over paying for a plan I didnt ask for or change I didnt discover this until I added a phone line to my account they then told me one line had 30$ plan and the other a 50$ plan which is incorrect because the phone line where purchase under the 100$ deals for 4 lines so some one took it upon themselves and changed one of the phone lines I should have two 30$ plans they have been over charging me for over two years the phone numbers in question are ************ and ************
Business Response
Date: 07/29/2024
July 29, 2024

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

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

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

On July 5, 2024, we received your complaint, dated July 3,2024, filed with the Better Business Bureau.

You stated that you had a $100.00 four-line plan. You closed two of the lines, and were then charged $80.00 for the remaining two. You realized this when you added a third line recently. You stated that all of the lines on the account should still be on the $100.00 four-line plan. You requested to receive store credit.

The $100.00 four-line plan was only available for an account with four lines. When you removed two lines from your account, you lost access to that plan.

My attempt to contact you by phone at ************** on July 29, 2024, was unsuccessful, but I left a voicemail with a request to contact me to discuss a possible plan change on your account. I also sent an email to you at ***********************.

Store credit is not warranted for this issue.

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:07/03/2024
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 ordered a razor phone through Boost Mobile's **************** ***************) for $159.51 using my upgrade discount. I gave customer service my current address ************************************************************************. I found out yesterday that *** was delivering the phone to ****************************. I called Boost who said call *** after spending 2 hours on the phone with *** and Boost I find out today that Boost has to tell *** to return the phone to Boost and once the phone is received by Boost, my wife's debit card will be credited. I also was told by the manager that I have to wait 9 months before I can use my upgrade to get another phone. This was an error made by Boost but now I have to pay $600. or wait 9 months to receive a discount. I would like the same black razor phone for $159.51 using my upgrade discount now
Customer Answer
Date: 07/27/2024
Hello,

We got a message from ***** at Boost Mobile *************) around Friday July 19, 2024 and I've spoken to ***** 2 times or more and his response was he's looking into it.

We attempted and paid for a razor cell phone on 6/27/24. As of today 7/27/24 we have not received the cell phone and have not received a refund.

We would like to have the razor cell phone we've already paid for.
Customer Answer
Date: 07/31/2024
We spoke to ***** at Boost Mobile yesterday 7/30/24 who stated that they are making sure the phone that was delivered in ** can not be used. He also stated that a refund will be processed to my wife's account and we can get a green razor phone for the discounted price of $159.51. I would like to keep my complaint on file until this is completely resolved. Thank you again for your assistance in this matter.
Business Response
Date: 07/31/2024
July 30, 2024

Mr. *********************
****************************************
******, SC 29142

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

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

On July 9, 2024, we received your complaint, date July 3,2024, filed with the Better Business Bureau.

You said that you ordered a phone through an agent and provided the shipping address. However, the address providedyour current residenceis different from the shipping address on the account at the time, so it was delivered to the wrong address. You were told to contact **** who then told you that we requested the package be returned.

When I spoke to *************** earlier today, I informed her that our records show the phone was delivered to the incorrect address; therefore, we will issue a refund.We recommend waiting until it is received before reordering. I also informed her that the ******** Black and Gold Razr was a promotional version in conjunction with coach *************************, aka Coach *****, of the **********************, and it is not known if it will be rereleased.

We apologize for any inconvenience this has caused.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/02/2024
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.
Went to cancel two out of the three accounts with ****************** and they ended up canceling the wrong two accounts and took the money of $54 and refuse to refund the money back and switched the lines to the correct line thats supposed to be stayed on.
Business Response
Date: 07/29/2024
July 25, 2024

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

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

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

On July 3, 2024, we received your complaint, dated July 2,2024, filed with the Better Business Bureau.

You said you tried to cancel two of your three lines, but the wrong one was canceled. A $54.00 payment was taken and we refused to issue a refund or restore the correct line.

When we spoke on July 25, 2024, I confirmed the phone number that is supposed to be active is **************, which is currently interrupted due to non-payment. A review of the payment history only shows one $54.00 payment made in June 2024, which allowed the service to remain active.

As a courtesy, I offered to issue a one-time $50.00 credit to restore the service on line **************. You accepted and said you will contact me if you find proof of an additional payment.

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

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

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