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
- 4,969 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:06/25/2024
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.
Last year, I purchased an ******* Link Zone 2 (4G LTE Hotspot) device from the ******************** dealer located at ************************************************************************. I was informed that the device would cost nothing, and that I would have to pay for the activation 'only' and that the device was 'lifetime.' I am not sure as to when my device was deactivated, but when I attempted to use it this past Friday (June 21, 2024), that is when I learned that such was deactivated. I contacted the Boost store and informed the store representative on what has happened, and he informed me that there was some sort of fraud committed within the Boost organization, therefor, leading up to the termination of my device.Business Response
Date: 07/22/2024
July 18, 2024
***********************************
12949 *****
*******, MI 48239
Re: BBB Complaint #********
************ - *************
Dear ************************:
On June 26, 2024, we received your complaint, dated June 25, 2024, filed with the Better Business Bureau.
You stated you purchased a 4G LTE hotspot device from a local ******************** retail store. You were informed by the store employee that you would pay a one-time activation fee, and the device would work for a lifetime. When you attempted to use the device, you were unable to connect and it was deactivated. After contacting the location in question, you were informed the connection to the device was terminated. You requested your device be reactivated or a $26.49 refund for what you paid for the device.
When we spoke today, I informed you that we were unable to locate an active account with your device, so I agreed to refund the $26.49 via check. Please allow 17 business days for processing and delivery.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
********************, #***
******, CO 80210
*****************************Initial Complaint
Date:06/24/2024
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.
Multiple dates apply, most recent is 6/24/2024. When 'applying' to become your customer, I am asked to call to verify my identity. The questions I am asked (a) do not reflect my identity data and (b) do not reflect any data from my equifax or transunion reports and told "I do not qualify". My credit profile reflects an 800+ beacon score from all three bureaus. For your $25 per month product, I 'bypassed' this process and created an account by purchasing via Amazon Prime which I am using as secondary service on my iPhone. Still, I cannot 'upgrade' further as I am pushed back to your identity verification process. My address information matches my credit data from all 3 bureau's exactly. I have recognized some of the questions your agents asked about potential former addresses matching fraudulent addresses used to attempt to steal my identity in the past, all of which were removed 2 years ago and not present with any credit reporting bureau today. I have invested quite a lot of time trying to become your customer. Today, an escalation ticket was created by a helpful and friendly telephone agent after 45 minutes a trying to help herself, only to see another 'disqualified' response later in the day by email.Business Response
Date: 07/12/2024
July 11, 2024
***************************
************************
*******, ** 28609
Re: BBB Complaint #********
************ -2024-06-14069
Dear ******************:
On June 25, 2024, we received your complaint, dated June 24, 2024, filed with the Better Business Bureau.
When you apply for service, you are asked to call in and verify your personal data. You expressed concern that the verification questions you are asked do not reflect your data from the credit bureaus,which you are unable to bypass. You claimed fraudulent data was removed two years ago, and you want to know why we see incorrect information and you would like an override to the verification process.
If the verification questions are not relevant to your personal data, you need to contact the credit bureaus to identify why the information does not match. You can contact Transunion at ****************,Equifax at **************** and Experian at **************.
Boost Infinite receives your personal data from the credit bureaus and we are unable to override or skip the verification process. 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
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
********************, #***
******,CO 80210
*****************************Customer Answer
Date: 07/13/2024
Complaint: 21897088
The three credit reporting bureaus; Equifax, Experian, and Transunion do not have the information your agents used in their security verification of my identity in any of their records. Your agent informed me the questions were formulated by a different platform than that provided by the credit bureaus.
***********************Initial Complaint
Date:06/24/2024
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 signed up for boost mobile within this past week. Since then I have not been able to make or recove any calls from my house or neighborhood. However when I travel to diffrent neighborhoods and cities. I have 5g service. I have called boost mobile support from these 5g areas. They wouldn't help me. One of them hung up on my today. This is an urgent emergency. I have elderly family that I need to take care of. I cannot know if they need me because they cannot call me when an anywhere near the neighborhood I live in. When I signed up for boost they promised me my house was in a serviceable area. However I have not been able to make a single call from my house or surrounding streets. I need this service issue fixed immediately. If nothing else for the sake of my elderly grandparents who need to be able to reach me in cases of emergency. My zip code is ***** in akron ****. Please send out a technician or do whatever you have to do to restore phone service to this community. Thank youBusiness Response
Date: 07/08/2024
June 26, 2024
*****************************
******************************************************************
Re: BBB Complaint #********
************ - *************
Dear ********************:
On June 25, 2024, we received your complaint, dated June 24, 2024, filed with the Better Business Bureau.
You stated that you signed up for services within the past week. Since then you have had issues with the coverage at your home;however, when you move to a different neighborhood/city the coverage is fine.
As stated in the Boost ******** Terms and Conditions (which can be viewed on our website www.boostinfinite.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control.Wireless services cannot be regularly transmitted through concrete structures,such as buildings, basements, walls, and various other structures. As a result,customers may experience difficulty making or receiving calls while indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such.
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.
When we spoke by phone on June 26, 2024, I advised you that you are still within our 30-day money-back guarantee period, and we could move forward with the refund once your account was disconnected or we could attempt to swap networks. You said that you were going on vacation, but you would contact me on July 2, 2024, to change the network. I informed you that if this did not work, you would still be eligible for the refund. You accepted this resolution.
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:06/24/2024
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.
Purchased two iPhone 15 on June 14, 2024 received tracking number June 15, 2024. They claim 5-7 business days for delivery and they ship 2day air **** There was no tracking update since June 16, 2024. I waited till the 5th business day to see whats going, they told me *** has the package, then was told by a different person package never left the warehouse it was out of stock. Given the run around for a week straight. Nobody knows where the package is, spoke to *** and was told I couldnt file a lost package claim because the never received the physical package only that the label was created. I was then told on June 20th the phone was back in stock and processing and would update June 24, 2024 and theres still nothing. Every time I try to start a refund they just want to put in a ticket to see whats going on. That was already done on June 19, 2024. They keep saying its *** but if it made it to *** I would be able to file a claim and I cantBusiness Response
Date: 06/28/2024
June 26, 2024
*****************************
*************************************. 5C
********, NY 11233
Re: BBB Complaint #********
*************
Dear **************:
On June 24, 2024, we received your complaint, dated June 24, 2024,filed with the Better Business Bureau.
You stated that you placed an order for two devices on June 14, 2024, but you have not received the shipment. *** says they do not have the package, and we told you that *** does have it. You requested that the order be delivered or a refund processed.
Our records indicate that the package was delivered to ***.The delivery appears to have been lost at that point, as the tracking information shows no activity. We have opened a claim with *** to resolve the issue.
A $147.32 refund has been initiated and will be issued to the **** card ending in 5593.
We apologize for any inconvenience this may have caused.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
DISH Wireless, L.L.C.
cc: ****** /******* Better Business Bureau
**********************************350
******,CO 80210
*********************Customer Answer
Date: 06/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:06/23/2024
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.
Today, roughly half an hour ago, I attempted to order a new phone for myself. Earlier this month, I had changed addresses and had yet to update by billing information to reflect this. When I ordered using the Boost Infinite app, the default option listed was to send the phone to the same location as my billing address, which I deselected as an option. I was not given a new window to input a new address, but I figured it would appear in the next section. This did not occur, and the phone is now being sent to my old address. I immediately called their customer support line, within five minutes of the order, and they told me as the order was already in their systems they are unable to change it. I asked for it to be cancelled, but they also said they were unable to do that, despite not even twenty minutes having passed since the order was placed. I either want my phone order cancelled and refunded or the phone to be sent to my new address. That isn't complicated. Otherwise, I'm getting a new provider.Business Response
Date: 06/27/2024
June 26, 2024
*************************************
*********************************************************
Re: BBB Complaint #********
************ -2024-06-13955
Dear **********************:
On June 24, 2024, we received your complaint, dated June 23, 2024, filed with the Better Business Bureau.
You stated that you ordered a new phone;however, you did not update the address to your new location prior to placing the order. You mentioned that you contacted customer care and they were unable to change or cancel the order. You requested the phone be delivered to your new address or you be provided with a refund.
Once an order has been placed, we cannot make changes to the address. Please note that customers can contact *** and request a Return to Sender to prevent the package from being delivered to an incorrect address.
Our records indicate that your order 6699-085611-5198 was delivered via *** and signed for by an L ********* on June 26, 2024. For your reference, the tracking number is 1Z0R954E4202606441.
As the order reflects it was delivered and signed for, we are unable to issue a refund.
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
*****************************Customer Answer
Date: 06/27/2024
Complaint: 21890529
I am rejecting this response for two reasons: First, while I did not update my billing address, there is an option to send it to another location. I selected this option, but it did nothing and sent it to the wrong location anyways. Attached is a screenshot from the app showing that selecting the option does not actually give me the option to change anything. I do not accept responsibility for the mistakes made by the application. Second, I do not have any family members who could go by ********************, and I do not know who signed for it that way.Your company orders phones from a manufacturer or distributor to be shipped to a new location. While you may not be able to directly alter things in your own database due to how you've set it up, even when it hasn't shipped, I know for a fact that other companies are able to make those changes before the order is shipped, like Amazon. Even if you truly can't make those changes in your own database, I do not believe that your company cannot directly contact the manufacturer/distributor to contact them to have it changed in their own systems.
Sincerely,
*********************************Business Response
Date: 07/03/2024
July 2, 2024
*************************************
**************************************************************;
Re: BBB Complaint #********
************ - *************
Dear **********************:
On July 1, 2024, we received your rebuttal, dated July 1, 2024, filed with the Better Business Bureau.
You stated you are rejecting our response, as other companies are able to cancel and modify orders once they are placed. You indicated that while you did not update your billing address, you attempted to have it sent to a different address. You also mentioned that you do not know anyone named ********************.
As the order is showing delivered to the address you placed on it, we are unable to provide a refund. At this time, we would recommend contacting *** and filing a claim with them. We would also highly recommend keeping the billing address on the account up to date to prevent situations like this from occurring in the future.
While you do not agree with the information provided there is no change in our position.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
*****************************Customer Answer
Date: 07/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I managed to get my phone from the address, though no one had been there to sign for it. I am still unsatisfied with the service of the company, and they did literally nothing to help me, but since I have my phone there is no point in continuing this.
Sincerely,
*********************************Initial Complaint
Date:06/23/2024
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'm supposed to have unlimited data and 30Gb of hotspot that I pay for. My data slowed down and I have 21GB of hotspot left. Boost explained to me I cannot use my hotspot until I buy more data. They won't let me use my data. I've attached screenshotsBusiness Response
Date: 07/17/2024
July 16, 2024
*****************************
*****************************
****************
Re: BBB Complaint #********
*************
Dear ****************:
On June 24, 2024, we received your complaint, dated June 23,2024, filed with the Better Business Bureau.
You stated that you are supposed to have unlimited data and 30 GB of hotspot data. Your data was slowed down, but the BoostOne mobile application said that you had 21.4 GB of hotspot data remaining. You provided screenshots showing this information. You requested to receive a refund.
Your account has unlimited data with 35 GB of high-speed data, of which, up to 30 GB can be used as hotspot data. The screenshots you provided verify this information. If the overall data allotment is reached, no more high-speed data, of any type, will be available until the data resets in the next billing period. Additional data packs can be purchased through the mobile application.
A refund is not warranted in this case.
Sincerely,
*************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************
******,CO 80210
*********************Customer Answer
Date: 07/17/2024
Complaint: 21889673
I am rejecting this response because: Even when me phone plan restarts at the beginning of the month. I have no service. It seems like I'm paying for phone calls & texts only.I'm not receiving any hotspot or Internet. Even though I paid. I haven't even used close to my allotment because my service restarted for the month. I'm thinking it's retaliation from complaints.
Sincerely,
*************************Business Response
Date: 07/24/2024
July 23, 2024
*****************************
*****************************
****************
Re: BBB Complaint #********
*************
Dear ****************:
On July 22, 2024, we received your rebuttal, dated July 19,2024, filed with the Better Business Bureau.
You stated that when your data plan resets at the beginning of the month, you have no service. You indicated that you are not receiving any hotspot or internet data even though you have never used your allotment of data for the month. You also said that Boost Mobile is retaliating against you due to the complaints you filed.
Boost Mobile data plans reset within 48 hours after the beginning of a new billing period. If payment is made prior to the due date on the account, please be aware that your data allotment will not reset until after the due date has passed.
Our records indicate that you are using your mobile data. As of July 23, 2024, you have used ***** GB of your allotted 35 GB of data, including 4.06 GB of hotspot data, and you have 15 days left in your data plan month.
Boost Mobile does not retaliate against customers who file complaints.Your feedback is welcome and we enjoy the opportunity to respond to our customers questions and comments.
Sincerely,
*************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*********************Customer Answer
Date: 07/26/2024
Complaint: 21889673
I am rejecting this response because: I don't have access to hotspot and now I cannot send text messages. I have no reason to lie. Business has not attempted to help me once. I'd just be ok if they would fix the issue. How can I prove that in not receiving the services I signed up and pay for. This is unfortunate.
Sincerely,
*************************Business Response
Date: 08/05/2024
August 1, 2024
*****************************
*****************************
****************
Re: BBB Complaint #********
*************
Dear ****************:
On July 31, 2024, we received your second rebuttal, dated July 31, 2024, filed with the Better Business Bureau.
You stated that you do not have access to hotspot again nor can you send text messages. You indicated that we have not attempted to help you, and you want the issue fixed.
Once again, per Boost Mobile policy, your data is throttled to slower speeds after you have used 35 GB of data in a billing period. You have used 38.7 GB of data this billing period, including the 2 GB of additional data you purchased through an add-on pack. The system is working as expected,and there is nothing to fix.
While you do not agree with the information provided, there is no change in our position.
Sincerely,
*************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*********************Initial Complaint
Date:06/23/2024
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 June 21, 2024 I logged in to my account, updated my info and purchased a new phone. When the emailed receipt came (15 mins later) I noticed the ship to address is wrong and reached out both by chat and by phone. 2 days and almost 8 hours later I still can't have them fix a simple request. Void ****************** to new address, SIMPLE or CANCEL all together and return my money. After 14 years of service this shouldn't be so hardBusiness Response
Date: 07/03/2024
June 27, 2024
*********************************
****************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On June 24, 2024, we received your complaint, dated June 23,2024, filed with the Better Business Bureau.
You said you ordered a device, but it was being sent to the incorrect address. You attempted to cancel the order and change the delivery address with customer service, but you were unsuccessful. You requested the device be sent to the correct address or to receive a refund.
Boost Mobile policy states that customer care is unable to make changes to the address once the order is placed, but you may contact *** and request a return to sender to prevent the package from being delivered to the incorrect address. Our records show the device you ordered is currently active on your account.
We apologize for any 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
*****************************Customer Answer
Date: 07/04/2024
Complaint: 21889602
I am rejecting this response because: by "Blocking" ALL address changes by Boost but then they send you over to *** and have you, the customer, negotiate with the delivery company as if they could override the decision of the sender. I, the customer did NOT hire *** as a vendor, ********************** did and therefore Boost should have put forward the effort to resolve this matter rather than recklessly allowing this purchase to be wrongfully delivered costing me nearly $160.Boost is practicing shady business, I would like a refund.
Sincerely,
*****************************Business Response
Date: 07/10/2024
July 9, 2024
*********************************
****************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On July 9, 2024, we received your rebuttal, dated July 9,2024, filed with the Better Business Bureau.
You continue to request a refund because Boost Mobile did not allow you to update your address after the order was placed, and directed you to work with *** to have your device delivered to the correct address.
As previously stated, your refund request continues to be declined because the device you ordered is currently active on your account.You are also outside the ten-day return window to return it for a refund. Additionally,it is your responsibility to ensure the shipping address is correct when you place the order. Once the order is placed, customer care is unable to cancel your order or change the address: you would need to request *** return the order to the sender.
We apologize that you do not agree with this but our position remains the same.
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:06/23/2024
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.
Today I purchased a iPhone 11 for ******, but I tried to cancel the order like 1 hour later and they dont allow that. If it hasnt entered shipping it shouldve been able to be refunded. Like most places do , just frustrated that something came up and I need the money the phone can wait.Business Response
Date: 07/11/2024
July 8, 2024
*******************************
****************
****, IN 46407
Re: BBB Complaint #********
************ - *************
Dear ****************:
On June 24, 2024, we received your complaint, dated June 23,2024, filed with the Better Business Bureau.
You said you purchased an iPhone 11 for $221.98. Soon afterward,you changed your mind and attempted to cancel the order. Your cancel request was denied even though it was within one hour of your initial order. You requested your order be canceled and a refund issued.
My attempts to contact you by phone at ************** on July 2 and 8, 2024, were unsuccessful, as the call disconnected on my first attempt and I left a voicemail on my second. I also sent you an email at ********************* with a request to contact me.
Our records confirm that an iPhone 11 was ordered and activated on June 27, 2024, and is currently being used. You are currently on our $60.00 *************** Talk & Text + 30 GB Hotspot plan.
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:06/22/2024
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.
My due date was 06/12/2024. I added the funds to the account on 06/11/2024. Boost took the funds out on 06/11, this changed my due date to 07/11/2024 instead of 07/12/2024. On 06/12/2024 when my plan was supposed to reset **************** it did not reset / restart. I called customer service 3 separate times on 06/12 to inform them that I didn't have any data or hotspot. I also advised them that on the Boost one app the information was incorrect because:1. it was showing payment due 07/11/2024 (with that date I technically loose 1 day of service)2. On the My Plan page under view details it was showing that the plan data was already in the negative with *********************************************************************** that I had already used all of my data in 1 day (keep in mind the plan had reset on the 12th giving me 40 GB of data (1st call @ 10:35 AM, 2nd call @ 10:42 AM & final call that day @ 11:31 AM) I asked her how someone could use 40 GB of data within a few hours. She realized that data had not reset as it should have. We did all the trouble shooting & then she transferred the call to the back-office team to fix the issue. They admitted that there was a problem on their end not mine on the last call the back-office team informed me to give them another 48 hours to resolve the problem. I asked them if I was going to get the next due date extended to make it right since I have not been able to use my data (internet) at all. I can't watch a video, get on ******** because all my phone does is basically spin or shows that I am offline. I was told no! During the mutiple phone calls I have been hung up on, told repeatedly that I had already used the data (to me this is calling me a thief because I am calling trying to get Boost to give me the data that I am owed without me paying for it again) & several of the reps have told me that the only way I would get more data is if I buy a data pack ($5 for 2GB data).Business Response
Date: 07/03/2024
June 27, 2024
*****************************
**************
*******************
Re: BBB Complaint #********
************ - *************
Dear ******************:
On June 24, 2024, we received your complaint, dated June 22,2024, filed with the Better Business Bureau.
You stated that your due date was on June 12, 2024; however,when you loaded a payment to your account, it changed your next billing due date to July 11, 2024, causing you to lose one full day of service. You also mentioned that when your new billing cycle restarted, your data was not replenished. You contacted customer care, but they were unable to resolve the issue and you were advised to purchase more data if required. You requested a billing adjustment and refund.
Our records indicate that your recurring due date is still the 12th of the month, and the next due date is July 12, 2024. Please note that as Boost Mobile is a prepaid service, the entire account balance is required to be paid in advance of the new billing cycle start date.
A review of your account reflects that when you contacted customer care on June 12, 2024, you were provided with a free 2 GB data pack,which has been used.
In the interest of customer service, a $5.00 credit has been added to your account. We decline your refund request.
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: 07/06/2024
Complaint: 21888509
I am rejecting this response because: I was not able to use any of my data on my phone for 16 days of this billing cycle. I had to make multiple phone calls in regards to this matter & then ob top of all that I then lost complete service (not able to make,l or recieve calls) for 3 days. When I called to inform the company I was told the "BOOST" towers were being upgraded with no time frame of when it would be completed. Funny thing my sister's phone which is part of boost worked fine for the same time mine was not.
Sincerely,
*************************Initial Complaint
Date:06/22/2024
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.
Summary of Complaint:Bricked iPhone during Activation: My iPhone became unusable during the activation process with Boost Infinite ("bricked").Charging for Returned Phone: I promptly returned the bricked phone within the return window, but Boost Infinite continued to charge me for the device.Charging for Unused Lines: Despite informing Boost Infinite that I was returning the phone and canceling service, they continued to charge me for three lines of service that were never used.Unfulfilled Requests for Evidence: Boost Infinite has repeatedly asked me to provide evidence of the return, yet each time I do, they request additional information, delaying any resolution.Lack of Follow-Up and Canned Responses: I have received numerous canned responses from Boost Infinite representatives with no real information or solutions to my problem.False Advertising of ********************** Boost Infinite advertises services in ****** and ****** as part of my plan, but I have been unable to access services in these countries. They claim my phone doesn't have the right coding, even though I am paying for a plan that should include international service.Detailed Timeline of Events:Oct 2023: Activated Boost **************** and iPhone bricked during activation.Oct 2023: Returned bricked iPhone to Boost Infinite.Oct 2023: Boost Infinite confirmed that the phone was returned.Nov 2023: and Feb 2024 The returned phone and unused lines continued to be charged.Ongoing: Contacted Boost Infinite about the billing errors, and received canned responses, and requests for further evidence of return.Nov 2023 and June 2024: Attempted to use service in ****** and ******, but was unable to connect.Requested Resolution:I am seeking a full refund for the charges incurred for the returned phone and unused lines, as well as compensation for the time and effort spent trying to resolve these issues. IBusiness Response
Date: 07/19/2024
July 19, 2024
Mr. *******************************
2732 Sunterra Ct.
***************************;
Re: BBB Complaint #********
************ -2024-06-13967
Dear ********************:
On June 24, 2024, we received your complaint, dated June 22, 2024, filed with the Better Business Bureau.
You said you were charged for returning an unusable phone, and we continue to charge you for all three lines even though only two are active. You also recently added international calling to ****** and ******, but it did not work. You requested a full refund and compensation for time spent.
On July 15, 2024, I called ************** and spoke with you, but our call kept getting disconnected.
A review of your account reveals that on February 2, 2024, you were charged for the device you said that you returned to ******, as we were unable to verify the return. I would need proof of the return to proceed.
Our records show that on June 21, 2024, international calling services were added to your account, and you reported problems with making and receiving international calls. A ticket was opened to investigate the problem, and a one-time credit of $50.00 was added to your account.
Please note: on July 1, 2024, you ported your phone numbers to a new provider, which caused the finance balance on your account to be billed in full.
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 Escalations Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
*****************************
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