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.
- 1,510 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:06/22/2024
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.
Boost has not been able to provide me with the service that I have paid them for. My phone on a daily basis loses service due to no sim card but I have a sim card. I have repeatedly tried to reach customer service and the times when successful I was pawned off. I am seeking a refund for the time when I am not provided with service which is half of the time. Thank youBusiness Response
Date: 07/12/2024
July 11, 2024
Mr. *********************
*******************
****************
Re: BBB Complaint #********
************ - *************
Dear Mr. **************** June 24, 2024, we received your complaint, dated June 22,2024, filed with the Better Business Bureau.
You said that you have service 50% of the time due to an unresolved *** card issue;therefore, you requested a refund for 50% of the payments you have made.
A review of your account shows a history of you calling in about various issues,such as your phone overheating, your billing and problems with the *** card.However, we currently do not show any network-related issues in your area, and nothing to support the refund you are requesting. I encourage you to consider purchasing a new phone, which can be done directly through your online account.However, as an alternative, I applied a one-month service credit to reactivate your service to allow you the time necessary to switch to another if preferred.
You will need your account number, ************, and port-out PIN, ****** to switch carriers. Once you provide this information to a new carrier, they will initiate the porting process.
Please note: your phone number cannot be ported out if your account is suspended or closed.
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:06/21/2024
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 called from ****** OR to verify that the Lancaster locating in ***** OR had the iPhone 15 in stock. They confirmed they did with a $400 upgrade price. After close to an hour in the hot sun with congested traffic, I get to the counter and ***** quotes me a $900 upgrade price. I told them they just quoted me $400. He expressed I was wrong. I actually thought maybe I misheard the person on the phone. He tries to upsell me with terms. opted for a different phone on another one of my lines, to save the upgrade on this line for when I can afford it (as I needed a phone that very moment) and he expresses he can't sell it to me because it's not for my primary line. These 3 lines are mine. I have had them for at least 5 years or so. All 3 are due for an upgrade. I got his name and went to the ****** OR Boost store (without GPS or a working phone). After stopping and asking for directions twice, I find the place. Without saying a word the customer in front of me ironically expressed the same story about the Lancaster Boost store also trying to scam her. The Keizer OR store verified the iPhone 15 was only a $400 upgrade, but they did not have it in stock. I drove back to ******, again through congested traffic and picked up the iPhone 15 for less than $400, with a charging block (because it has been so long so I upgraded).The Lancaster Boost employee *****, not only denied service after I refused to pay the $900, but also wasted about 4 hours out of my day and traveling expenses. I feel the amount this store tried to scam from me is a fair compensation rate for the troubles I had to go through and for their attempt to do so.Business Response
Date: 07/12/2024
July 11, 2024
Mr. ***********************
1415 Calapoola ******
******, ** 97321
Re: BBB Complaint #********
************ - *************
Dear ******************:
On June 24, 2024, we received your complaint, dated June 21,2024, filed with the Better Business Bureau.
You said that you called the Lancaster, OR store from ******, ** and you were quoted an upgrade price of $400.00 for the iPhone 15. However, when you arrived, the employee informed you the price for the same phone was $900.00. You then drove to the Keizer, OR store and they confirmed the price was $400.00; however, they did not have the phone in stock. Therefore, you drove back to the Albany store and purchased it for less than $400.00. You requested the amount the Lancaster store attempted to charge you ($900.00), which you believe is fair compensation for what you went through to purchase the phone.
Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory, and set their own pricing, return and exchange policies.Therefore, you will need to work directly with the store management at the store in question regarding compensation.
We regret any inconvenience.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*****************************Customer Answer
Date: 07/12/2024
Complaint: 21885984
I am rejecting this response because my complaint is against Boost Mobile itself and how they allow their "BOOST MOBILE BRANDED RETAILERS" and Boost Mobile representatives wearing authorized Boost Mobile shirts and Boost Mobile name badges to lie and almost scam their long time paying customers.
Clearly ********************** controls how the shop looks and he training of their representatives that wear the Boost Mobile name badges. This response is poor attempt to deflect from taking responsibility for whom Boost Mobile authorizes to represent them. I was lied to and almost scammed by Boost Mobile representatives wearing their Boost Mobile attire and Boost Mobile name badges. If these Boost Mobile representatives used a racial slur and was caught on camera, I am pretty certain Boost Mobile would suddenly have the resources to stop the bad behavior and make amends to whom was wronged.
Sincerely,
***********************Initial Complaint
Date:06/21/2024
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.
Boost Mobile is basic a fraud business. 1. When I first tried their 3 month plan, they automatically activated my sim card when I register a account online. When I opened my sim card and inserted into phone, it stated I activated it more than 2 weeks ago. So basically robbed 2 weeks from me.2. I never realize they store my payment information and set auto payment on my account. There was no prior notification on the service renewal at all. Just suddenly I got message from paypal about the charge. I contacted with them immediately, rejected my request to cancel the service after almost 3 hours phone call.Business Response
Date: 07/01/2024
June 25, 2024
Mr. ****************
***********************************************
Re: BBB Complaint #********
************ - *************
Dear ************:
On June 24, 2024, we received your complaint, dated June 21,2024, filed with the Better Business Bureau.
You stated that when you signed up for services, your SIM card was automatically activated causing you to lose two weeks of service. You mentioned that you were also signed up for automatic payments without your approval, and you received no notification you were going to be charged again. In addition, customer care denied your refund request.
When purchasing a SIM card from our website, prior to check out you are advised that if you are getting a new phone number, the card will be automatically activated two-to-three days after the order. Our records indicate that you elected to receive a new number, which is why your SIM card was activated automatically. You also agreed to automatic payments when establishing your services. Please note that it is your responsibility to notify us that you no longer wish to use the services and to request cancellation. As we never received this from you, the account remained active.
On June 22, 2024, I advised you via email of the above information and on June 25, 2024, I informed you we would be unable to issue a refund, as you have already disputed the transaction with PayPal.
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: 07/01/2024
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:06/21/2024
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've been with boost mobile for over 10yrs. I recently broke my phone and upon trying to order one online it wouldn't let me. I called and spoke to several reps who won't help me at all. One told me maybe the phone is out of stock but couldn't confirm and couldn't tell me if they were going to be back in stock. He said he didn't have that information. No one was willing to go the extra mile to help me purchase a phone. I was being told theirs nothing we can do. I don't want to purchase from the store as that would add extra charges and I told them that but they don't seem to care and or want to figure out why I can't purchase onlineBusiness Response
Date: 07/11/2024
July 8, 2024
***************************
**********************
***********************
Re: BBB Complaint #********
************ - *************
Dear **************:
On June 24, 2024, we received your complaint, dated June 21,2024, filed with the Better Business Bureau.
You said you recently broke your device. When attempting to order a new one online, you ran into errors. When you called in to customer care, we were unable to assist you. You requested to be contacted.
My attempts to contact you by phone at ************** on July 1 and 8, 2024, were unsuccessful, but I left a voicemail on each attempt.
A review of your account confirms that your device was delivered on June 27, 2024, with a delivery photo attached on the *** tracking website. Further review confirms that it was activated successfully on July 1,2024, and no calls or notes have been made on your account since.
We strive to provide excellent customer service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be shared internally 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:06/21/2024
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.
I purchased a new cellphone on 6/5/2024 for $243.59 at the Boost Mobile authorized dealer in *********, ***, which I charged to my credit card. When driving away, I saw that I did not get a receipt for the purchase. The person who sold the phone to me, named ***, was standing outside of the store so I drove over to him and asked about the receipt. He told me it was emailed to me. To this day I have not received the emailed receipt. On 6/10/24 I returned the phone as well as the accessories purchased to the same store. At that time I was told there would be a restocking fee and I would not get credit for the screen protector I purchased because it was placed on the phone when I purchased it by ***. He had not mentioned these fees when the phone was purchased. I do not have a receipt for the return. I was told it would come from corporate Boost Mobile, which I did not receive. The amount of credit issued to my credit card is $164.61 and the name of the issuer is WE ARE WIRELESS *** WOODRIDGE IL. The remaining balance of $78.98 is the amount I am disputing. I called Boost Mobile **************** today and spoke to a representative who told me I would have to go back to the store I purchased from and he would speak to the rep. I declined and asked to speak to a supervisor. ****** the supervisor told me the same. I request my credit card be issued the remaining balance of $78.98. I have gotten the runaround from *** as well as Boost Mobile customer service. I was a customer for over 10 years with no previous problems or issues.Business Response
Date: 07/01/2024
July 1, 2024
FILED ELECTRONICALLY
Better Business Bureau
************************ 200
*****, ID *****
Re: *************************
Your File No. 21882860
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 21, 2024,regarding the above-referenced file number.
T-Mobile regrets **** Filomenas concerns with a recent handset purchase from Boost Mobile. Upon speaking with ************************* on June 24, 2024, T-Mobile confirmed their concerns are not directed at T-Mobile. ************************* stated that they have an account with ******************** and this matter involves them. We respectfully request you forward this correspondence to Boost Mobile for further investigation and response. T-Mobile regrets any inconvenience to *************************.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE USA, INC.
*********************
Executive ResponseBusiness Response
Date: 07/15/2024
July 12, 2024
*****************************
***********************. D
Lisle, IL 60532
Re: BBB Complaint #********
************ - *************
Dear ********************:
On July 10, 2024, we received your complaint, dated June 21,2024, filed with the Better Business Bureau.
You indicated that on June 5, 2024, you purchased a phone from a store location and paid $243.59. You mentioned that you did not receive a receipt for your purchase. You indicated that on June 10, 2024, you returned the device and accessories and only received a refund of $164.61. You said that you contacted customer care who advised you to contact the store where the purchase was made; however, you declined. You requested a refund of $79.98.
Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies.
A review of your account reflects that the only funds you paid directly to Boost Mobile on June 5, 2024, was $1.29 for the Boost Protect Tier 1.
Please visit the store in question to inquire about an additional refund.
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: 07/19/2024
Complaint: 21882860
I am rejecting this response because:I have no knowledge of the $1.29 for the Boost Protect Tier 1 that was referenced. I have a copy of my May to June 2024 Credit card statement showing I paid on:
06/05 06/05 WE ARE WIRELESS *** WOODRIDGE IL $243.59. I am still owed $78.59 credit for the phone I returned and want my complaint with the BBB registered against this Boost Mobile store.
Sincerely,
*************************Initial Complaint
Date:06/21/2024
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.
On 5/31/2024 I paid $100.00 for my 2 lines. For the entire month of June I was not able to use my 2 phones for the month I have been calling countless times multiple times a week just to be told to wait and see it's only a week left and my phone bill is due 06/29/24 all I ask is for them to give me a free month of service because I wasn't able to use my phone lines. I use my phone for business my daughter uses her while traveling and we shouldn't have to be stuck without a phone serviceBusiness Response
Date: 07/01/2024
June 22, 2024
Ms. *************************
*********************************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On June 21, 2024, we received your complaint, dated June 21,2024, filed with the Better Business Bureau.
You stated that on May 31, 2024, you made a payment of $100.00, but for the entire month of June 2024, you have been unable to use the services. You requested a billing adjustment.
A review of your account reflects that you are currently working with our technical team to come to a resolution regarding the issues you have been experiencing. Please continue working with them to reach a satisfactory resolution.
A credit of $100.00 has been applied to your account.
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: 07/01/2024
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. Thank you very much.
Sincerely,
Atiffany *****Initial Complaint
Date:06/21/2024
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.
Hi, I ordered a phone 06/05/2024. My name is *********************************, phone number **********, pin to my account is 1992. I received confirmation that my order was shipped 06/06/2024 and then nothing. I have reached out to boost mobile and *** for the past 2/3 weeks getting the runaround. Boost mobile customer reps have been very rude and disrespectful saying things like "have i made myself clear" or " i made myself clear so i'm terminating the call". Even through chat I have been experiencing rudeness. To this day i have not received my phone i ordered, and boost won't refund me my money or ship a new device nothing. Everytime i call they ask me to wait longer. *** has also stated they were having trouble reaching boost as well for the serial number of the device and was having trouble. I couldn't provide a serial number because I don't have the device. *** reached out to me and stated that I can either have a replacement shipped or my refund sent back to me. So as I'm repeating this to boost and also trying to get the serial number they again asked me to wait but not giving me a time frame of when this will be resolved or when i could get my refund. I really need some kind of assistance with this order or my refund so I can go to a store and buy a phone. I've been patient, respectful, and as hopeful as possible but this is ridiculous. I can't get real answers about my order. Can I request a refund? I would like a new device to be shipped but I'm afraid of having to repeat this process all over. My contact phone number is *************. Thank you in advance.Business Response
Date: 07/16/2024
July 15, 2024
*************************************
****************************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ******************:
On June 24, 2024, we received your complaint, dated June 21, 2024, filed with the Better Business Bureau.
You stated a Boost Mobile device you ordered on June 6, 2024, for $165.36 was not delivered by **** After contacting *** and Boost Mobile to report this, you were provided conflicting information on how to proceed with replacing the item or being reimbursed for it. You requested a refund for the missing device.
Our records indicate a $165.36 refund was processed on June 22, 2024. Please contact your financial instituion for further information.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
********************, #***
******, CO 80210
*****************************Initial Complaint
Date:06/20/2024
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.
On June 15, 2024 I submitted an order online for Boost infinite mobile service for 2 phone lines that included ******* galaxy S24 phones for $60 a month per line. I was approved and the order was successfully submitted on June 18th with the appropriate payment necessary to begin service. Later the same day (June 18, 2024) I received an email stating my order had been canceled and if it was done in error to call customer service. Which I did the next day. After being passed along from one representative to another no less than a dozen times i was told everything was cleared on their end and to wait an hour and to again go online to place my order and it would go through without any further problems.I attempted to do as instructed but the online portal now stated I was not eligible to receive their service. I called customer service again, this time speaking to 7 more representatives in multiple departments before being told to use another email address and the order would be successful. In total, 4 separate email addresses were tried and accounts approved by their agents but I still was unable to purchase the service and phones online. I called back once again on the evening of June 18th trying to place my order and spent over 3 hours on the phone with an additional 5 representatives only to have a system error occur during the payment process. I was told to contact customer service again the following day.After over 2 hours on the phone on June 19, 2024 the order was successfully placed and the payment processed only to receive an email several hours later stating the order had been canceled. When I called back and spoke to someone in the integrity department I was told I was not eligible for their service and they were sorry for the inconvenience. Inconvenience is an understatement! After spending 4 days, over 10 hours on the phone, and speaking to well over 20 different representatives and promised repeatedly that the service was approved, I'm ineligible?Business Response
Date: 06/26/2024
June 21, 2024
*********************************
********************. F3
*****, ** 13501
Re: BBB Complaint #********
************ - *************
Dear **************:
On June 21, 2024, we received your complaint, dated June 20,2024, filed with the Better Business Bureau.
You said that on June 15, 2024, you submitted an order for a Boost Infinite two-line account that included two ******* Galaxy S24 phones at $60.00 per month, per line. On June 18, 2024, your order was approved and then abruptly canceled. You requested the phones be delivered and the order completed.
A review of our records revealed that you have requested multiple phones to be delivered to an address different than the one on three separate accounts in your name. Therefore, at this time, you are not eligible to purchase devices from ********************** Mobile or Boost Infinite.
We apologize for any inconvenience.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
*****************************Customer Answer
Date: 06/28/2024
Complaint: 21880585
I am rejecting this response because:
The ONLY reason there are multiple accounts attempting to receive multiple phone under my name and social security number is because I was instructed to do so by various Representatives from Boost Infinite's call center! My original account under the email*******************
Was processed online and payment accepted on 6/18/2024
Order # ****-906180-3159
It was later canceled. The following day after 1 hour & 31 minutes on the phone with 7 different representatives I was told that everything was cleared on Boost Infinite's end & my account duly noted & to go ahead and again place the order online using a separate email.
In total, 4 separate email addresses were used by the representatives at Boost Infinite. Hence they different accounts & multiple phones that I had attempted to purchase!
c
Sincerely,
*****************************Business Response
Date: 07/03/2024
July 3, 2024
*********************************
********************. F3
*****, ** 13501
Re: BBB Complaint #********
************ - *************
Dear **************:
On July 1, 2024, we received your rebuttal, dated July 1,2024, filed with the Better Business Bureau.
You said that you rejected my previous response because the reason you established multiple accounts was at the direction given to you by our representatives.
We have conducted an additional review and based on our findings, our original decision has not changed. You are not eligible to purchase devices from ********************** Mobile or Boost Infinite.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L. C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*****************************Customer Answer
Date: 07/03/2024
Complaint: 21880585
I am rejecting this response because:
Boost Infinite literally has done absolutely nothing to attempt to correct the error made on their behalf!
Sincerely,
*****************************Initial Complaint
Date:06/20/2024
Type:Billing 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 6/15/24 my phone was interrupted so I went on line to boost mobile.com made account and made a payment of ***** dollars when my phone wasnt on I called and they told me to pay another ***** and if the both payments go threw they said the would reimburse me . The phone continued to be interrupted so I called again and there advised was to make another payment of ***** dollars and again they said they would refund my money. Well they got over ****** in payments. I called to tell them that the funds were taken out of my bank . The only option that I had was they would credit my account that was activated and they wouldnt refund my money. That was my only choice. Well because of this I had other items returned and I was hit with return fees from my bank and the company s that the check s were returned too. Because there system cant detect account s that are not opened and accounts that are the funds went on to the account that was never opened.Business Response
Date: 07/02/2024
June 28, 2024
Mr. ***************************
***************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ******************:
On June 24, 2024, we received your complaint, dated June 20,2024, filed with the Better Business Bureau.
You said your service was suspended on June 5, 2024. You made a $60.00 payment, but it was not restored. You made additional payments of $72.00 and $76.00, as you were informed you would be refunded any overpayment.You were then advised these payments were not reflected on your account, and you were offered a credit instead.
My attempts to contact you at ************** on June 27 and 28, 2024, were unsuccessful, but I left a message each time. I also sent an email to ******************** with a request that you contact me.
The only payment from June 2024 reflected on your account is for $76.00, made with the card ending in 2332. Please provide me with a bank statement showing the additional payments you mentioned along with the credit/debit card used to make these payments, so I can look into your issue further. You can send this to me via email at **********************
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:06/20/2024
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.
Transfer service from Boost Mobile to another carrier. Boost failing to unlock 1 of 2 phones claiming that one is not eligible for unlock. They claim that the phone was purchased by me from another source and brought in to them (in May 2023) for activation. The phone was actually purchased from this location as an upgrade in Feb. 2022. I believe they are disallowing the unlock saying that it was not purchased through them. but I cannot get any explanation. I have been in contact with their phone agents on numerous occasions with the same results (not eligible). This began on Fri. June 14 and I have had contact with them on the 15th, 17th, and 18th. On each occasion I have received a canned email response and now today another canned email response. I am not seeking any monies, I merely want this phone unlocked so I can finalize my connection with the new carrier. One phone is connection the second is still blocked. I don't know if I will be billed by Boost for the phone in question.Business Response
Date: 07/17/2024
July 16, 2024
Mr. *****************************
10928 Pelara Ct.
************************
Re: BBB Complaint #********
************ - *************
Dear ********************:
On June 24, 2024, we received your complaint, dated June 20, 2024, filed with the Better Business Bureau.
You stated you have experienced difficulties with unlocking a Boost Mobile device you purchased in February 2022. When you contacted customer care, you were advised it was brought over from a separate service provider and is unable to be unlocked by us. You requested for Boost Mobile to unlock the device, so that you may use it with a new provider.
Boost Mobile requires a device to remain active for 12 months to be eligible for unlocking. Due to a system error, our records were unable to see the original date or time the device in question was purchased. In the interest of customer service, I unlocked the device with IMEI ***************. Please allow up to 24 hours for the process to be completed.
Please note, unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
********************, #***
******, CO 80210
*****************************
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