Business Profile
Mobile Phone Service
Boost MobileHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Mobile Phone Service.
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 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:07/03/2024
Type:Product 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.
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 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.
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 $61.38 on April 3, 2024. As no service was active on your account during this time, I requested a refund to go back to your last payment method on file.
We apologize for any inconvenience this may have caused.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
******************************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**********************************350
******,CO 80210
*********************Initial Complaint
Date:07/03/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Im a customer of ******************** My Account name is Stormy Weather I signed up for a basic phone plan for 4 lines for a 100$ 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 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 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 nowCustomer 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 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.
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
*****************************Initial Complaint
Date:07/02/2024
Type:Sales and Advertising 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 added a phone to my plan and boost charged me $60 for the entire monthly plan but I only had service from June 11 -June 14 for 3 days of service they stated they do not prorate. What kind of company doesnt prorate? I have to pay the entire month bill? I was never informed by phone of this they scammed me I cant afford an extra $60 I take care of my elderly parents I asked for assistance and wasnt helped. I would like a credit I cant afford $60 extra added to my billBusiness Response
Date: 07/24/2024
July 23, 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 on June 11, 2024, you added a phone to your plan for $60.00 per month, but you canceled the service on June 14, 2024. You were told that you would not receive a prorated credit for the remainder of the month. Instead, a $25.00 credit would be applied. You requested your bill be adjusted and to receive the proper credit amount after only having service on the new line for three days.
When we communicated via email, I informed you that our records confirm the new line was added to your account on June 11, 2024, and you called in to have it removed on July 2, 2024. A credit of $25.00 was applied to your account on July 9, 2024. In the interest of customer service, I applied a $35.00 credit to your account to make up for the entire amount paid ($60.62)
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
*********************Initial Complaint
Date:07/01/2024
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.
Prior to 4/30/24 I had been on the $25/mo Boost service plan as a NEW Customer. I LOST my phone on 4/30/2024. I went to the ********************************** store on 5/1/2024 to order a new phone on the same plan when the sales rep was preoccupied ordering her lunch Tacos. She wouldn't focus on my transaction. When I bought the new phone, the Boost-woman said "I would continue on my $25/mo plan." Her son arrived with the order of Tacos and again she was preoccupied with sorting out her lunch. She handed me a bag with my new phone box inside, but no documentation for the transaction and no receipt. Unfortunately I didn't notice. (What kind of Company gives "NO transaction documentation" with a phone sale??)I went to pay my bill online but found I can't use the "Boost Mobile App." If I enter the App as a "RETURNING" customer the response screen shows "THIS ACCOUNT HAS BEEN DELETED". But when entering the Boost-Mobile App as a "NEW Customer" it directs me to "buy into a NEW Boost Service with a NEW SIM card. Those are my two options!! Not a quality App. I've made countless calls with Boost CustServ Reps to rectify this problem, as well as reloading the App and re-entering my details, but it doesn't work. So I can't find out what my bill is through the Mobile App. I went into an Omaha Boost Store to pay my bill and was charged 5$ just to pay in person. The sales rep said I was now on the "$50/mo plan", (SURPRISE!!) not the $25/mo plan. The manager said there was nothing he could do to put me back on the original $25/mo plan - which was the whole point of my signing up for Boost.I would like Boost to refund the $25/mo extra I have been charged for *** and June, as well as the $5 I had to pay for paying my bill, and I would like to get a REFUND for the amount Ive paid on the ** A236U phone purchased from Boost, in exchange for the return of the phone. I am on a fixed income and cannot afford any more $50/mo payments and poor service.Business Response
Date: 07/23/2024
July 13, 2024
***************************
**************
******************
Re: BBB Complaint #********
************ - *************
Dear ******************:
On July 2, 2024, we received your complaint, dated July 1,2024, filed with the Better Business Bureau.
You stated that you went to a Boost Mobile store location,as you lost your device and needed to purchase a new one. You mentioned that the employee seemed preoccupied, and you were not provided with any documentation after the purchase of the device. You also stated you wanted to continue on the $25.00 monthly plan, but it was changed to the $50.00 monthly plan. In addition, you said that you were given a new account and you are unable to log into the application to pay your bill. Furthermore, you were charged $5.00 to pay your bill in person. You requested a $50.00 refund, a refund for what you paid for the *** card for your new device and your plan to be changed back to $25.00 a month.
Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies.
Our records indicate that when you purchased the ******* Galaxy A23 5G at a discounted rate on May 1, 2024, a new account was created.Please note that you provided account security information to set up this account, as well as all your personal information. As the device was purchased at a significantly discounted rate, the $25.00 monthly plan is not available.The lowest plan we are showing available for the new account is $50.00 a month.Please note that Boost Mobile stores may have additional plans that are only available in the store.
If you are unable to log into your online account, please contact customer care for further assistance. We recommend using your phone number to log in; if you use your email address, it will pull up your disconnected account.
Retail stores may charge a convenience fee for taking payments. For additional ways to make a payment, please visit **************************************************************.
As you did not pay us directly for the *** card or the fee to make your payment, we are unable to provide you a refund for these transactions. In the interest of customer service, a $50.00 credit has been applied to your account. Please note that, going forward, we will not be able to apply credits to adjust your monthly rate.
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
**************************;Initial Complaint
Date:07/01/2024
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 purchased a phone from Boost mobile, and purchased a separate phone plan along with it.The following communications happened via live chat:The phone online did not say whether or not it was unlocked or not, so I contacted them, and they told me it was unlocked.I then contacted again to verify, and they told me they had started the procedure to unlock the phone, and I would receive an email within 24 hours confirming this.I never got the email a few days later, so I went back to live chat. They confirmed the phone was unlocked.I then went to a competitor and bought a separate plan, being told on SEVERAL occasions by MULTIPLE employees of boost mobile that the phone was indeed unlocked.I have attached a screenshot where a boost employee confirmed that the phone is unlocked (I unfortunately cannot attach the previous conversations before this as they do not show, but boost should have them on record as they say all chats/calls are recorded).When I went to put the competitor sim card in the phone, I got the message that the phone was locked.I immediately called boost to complain, and they told me that the phone was locked and I need to be on with them for 12 months. It does not say ANYWHERE on this listing that it is locked, I am attaching screenshots.So, thanks to multiple agents giving me completely false information, I am stuck with a phone plan with another provider I can't use because the phone is locked when I was told it wasn't.I would like Boost to honor what they told me they would do - and unlock the phone. It does not also mentioned anywhere on the original listing where I bought the phone that it is locked, which is deceptive business.Business Response
Date: 07/23/2024
July 5, 2024
Mr. ***************************
*****************************
**********************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On July 2, 2024, we received your complaint, dated July 1,2024, filed with the Better Business Bureau.
You said you purchased a device from ******************** and the website did not show whether or not the device was already unlocked. You said you were informed by our agents it was, but when you attempted to take the phone to a new provider, you were informed otherwise. You were then informed by customer care that your device must be active for 12 months before it can be unlocked.
The unlock policy, which is also available online, states that your device must be active with Boost Mobile for 12 consecutive months before we can unlock it. As your device has not been active for 12 months, it is not eligible for unlocking. We offer devices at a highly discounted rate,which is why we require this. Please note, it is your responsibility to review the terms and conditions prior to purchasing your device with ********************.
I regret the way your issue was handled by our representatives. Thank you for bringing this issue to our attention, so that we may address it with the appropriate personnel.
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:07/01/2024
Type:Delivery 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.
Ordered phone 6/26/24, arrived on 6/28/24. Tried to set up 6/29/24, no connection and service. We live a rural area(told the salesman this no internet etc.) they assured my 85 year old father it would work. It does not. Called on the 6/29/24 to get help was told I need an email with the return authorization number and where to mail it. Today 7/1/24 after 3rd phone call, they cant give me the information. They claim it was already emailed on the 29th. I ask for a return authorization number and where to send it. They say they cant give me another one. I never received it. But today they charged him for next months fees! He is 85 years old a veteran was in ***** in the 50s shame on Boost Infinite.Business Response
Date: 07/23/2024
July 13, 2024
*******************************
*****************
*********, ** 30546
Re: BBB Complaint #********
************ - *************
Dear ******************:
On July 1, 2024, we received your complaint, dated July 1, 2024, filed with the Better Business Bureau.
You stated that you ordered a phone on June 26, 2024;however, you were unable to set it up on June 29, 2024. You indicated that you were informed you would receive an email with the return instructions, but as of July 1, 2024, you have not. You said that you were charged already for next months services. You requested a refund.
Boost ******** offers a 30-day money-back guarantee.If not satisfied with your Boost ******** services, you can contact us at **************** within 30 days of initiating an account to cancel it. Once services are canceled, the first monthly plan charge amount will be refunded to the payment method on file.
Phones purchased from Boost ******** 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. Please allow up to eight weeks for processing. Please note,this policy applies only to phones purchased directly from Boost ********.
A review of your account reflects that on June 29,2024, RA-7474-******-2137 was created to return the ******** Razr. The charge of $49.02 that took place on July 1, 2024, was for the services from June 29,2024, through July 29, 2024. A refund of $27.02 was issued to the card ending in 4167 on July 1, 2024. Please note that the remaining refund will be issued once the device is returned.
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
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
*****************************Initial Complaint
Date:07/01/2024
Type:Product 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.
on June 28, 2024 Boost Infinite in error, debited $ ****** from my checking account, this was an unauthorized charge. Boost had my debit card information for the sole purpose of auto pay for the monthly bill.When I transferred cell phone carriers in November 2023 an iPhone 15 was allowed at no charge for transferring to Boost as my carrier. In November 2023, Boost infinite customer service in error created 2 accounts under my name. This error was unknown to me at the time. When the iPhone 15 was not activated on the extra account the penalty fee was triggered & debited ****** out of my checking account. However, the iPhone ******************************************* November when I started service with Boost Infinite. It has been 2 weeks of phone calls and placing work tickets for investigation. Each time I call for status of refund they have another excuse as to why the tickets are not updated or reviewed by their IT department. Boost has stated to me and has taken responsibility for the error but said that the refund can still be denied by the IT department. So that I should prepare myself for the denial of refund.Boost Infinite has fraudulently taken money from my checking account because I never violated the terms and conditions of the agreement to activate the iPhone 15 in question within 60 days. The phone number for the iPhone is ************ and has been actively used since I opened the account in November ****** have never missed or had a late payment on my Boost account. I have had to cancel my debit card to prevent Boost's access to my checking account. Their bad business practices have placed me into financial hardship. I live paycheck to paycheck and I had to borrow money to pay my bills for the month due to these circumstances.I am seeking help to have the charges reversed and refunded.Customer Answer
Date: 07/02/2024
Dear Better Business Bureau,
Thank you for your email and the prompt response. Boost has provided the refund today in the amount of $ ******. I did not expect to get the refund and I'm sure that your intervention was the reason they did reverse the charge.
I suppose that BBB can consider it resolved. Thank you so very much for providing assistance with this problem. I hope that Boost will improve their billing practices so that this does not happen to another person. Have a great Fourth of July!
Sincerely,
***********************
Business Response
Date: 07/05/2024
July 3, 2024
***************************
PO Box 4588
***********************;
Re: BBB Complaint #********
*************
Dear **************:
On July 1, 2024, we received your complaint, dated July 1, 2024, filed with the Better Business Bureau.
You stated that on June 28, 2024, you were charged $805.35. You mentioned that when you started services in November 2023,two accounts were set up in your name, which you were unaware of. You also mentioned that the device has been activated since received in November 2023.You are requesting a refund.
Our records indicate that the first account, ************, was set up through customer care for you to bring three of your own devices. The second account, ************, was set up through customer care on November 19, 2023, so you could finance the iPhone 15 Pro.Please note that on both occasions, you provided your personal information to include your social security number and email address.
When you received the device it was activated on the first account, and not the account the device financing agreement was on, causing you to be charged for the device in full on June 21,2024. On July 3, 2024, a refund of $777.75 was issued and your device agreement reinstated.
Please note that phone number ending in 9533 is associated with account ************, and was set up under the Infinite Access plan for iPhone. Phone numbers ending in 3955 and 8984 are associated with account ************ and are both on the Infinite Unlimited plan. For more information on each plan, 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
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
*****************************
Boost Mobile is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.