Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

• 

  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

• 

  Boost Mobile

  238 SW Military Dr Ste 105 San Antonio, TX 78221-1657

• 

  Boost Mobile

  11925 Georgia Ave Wheaton, MD 20902

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/13/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had paid a phone bill for a person that I was friends with but am now not. I never signed up for auto pay when paying the phone bill with boost mobile but they are taking money from my credit card every month. I have called the boost mobile support number ************ and they will not help me. I told them that I want the charges to my card stopped.

  Business Response

  Date: 06/18/2024

  June 14, 2024
  
  
  
  ***********************************
  101 1/2 **************** St.
  **************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On June 13, 2024, we received your complaint, dated June 13,2024, filed with the Better Business Bureau.
  
  You said you were paying a friends phone bill and you never signed up for autopay, but you get charged for their service each month. Your efforts to resolve this with customer care were unsuccessful. You requested these charges stop.
  
  When we spoke, I informed you that your card has been removed from autopay and will not be automatically charged anymore. I am unable to remove the card from the account, as the account holder would have to replace it with another payment method. You understood and considered this matter resolved.
  
  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:06/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: **** 12,2024 Transaction #: ***** Time of transaction 4:25pm Cashier name: varun1996 I went into boost mobile today. Sales person convinced me to purchase a iPhone 11. He did not give me a receipt. I then said I need a receipt he said he would email it to me. I gave him my email address. Well 30 minutes went by and no email received. I went home then came back . I called the police. At approximately 5:25 pm They went in and got me a printed receipt. Police advised me to call the customer service support line and file a complaint if I feel I need to. I then said I wanted to return the phone. The salesperson said why. I said because something doesnt feel right about him selling me this cell phone. He said I couldnt return it. I left it there and I left the boost mobile store. I then call boost mobile phone number and customer service **** said they filled out a form stating I was reporting a fraud. So I need help getting my money back. The iPhone 11. Was sold to me for $270.00 . This is a lot of money. Like I said I left the phone there with the sales person by the last name of *****. The receipt I have does state the following devices may be returned within 7 days of purchase and a $25.00 fee may be applied for restocking. $170.00 was charged on my **** credit card and $100.00 into my debit Mastercard. ( my bank account).

  Business Response

  Date: 06/21/2024

  June 19, 2024
  
  
  
  ***********************************
  ******************************************** 2
  ********************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On June 17, 2024, we received your complaint, dated June 13,2024, filed with the Better Business Bureau.
  
  You stated that on June 12, 2024, you purchased a phone from a store, but a receipt was not provided. You indicated that after contacting the authorities, you were given a receipt. You then wanted to return the device,but the store representative advised you that you could not even though your receipt states you had seven days. You requested a refund.
  
  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 no funds were paid directly to Boost Mobile; therefore, we are unable to provide you with a refund. Please visit the store where you purchased the device for further assistance.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *******************, #***
                  ******,CO 80210
  
                  *****************************
  
  

  Customer Answer

  Date: 06/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. I apologize if I only sent you a copy of one receipt. I have added the second receipt for ****** this was charged with my chase account credit card. As I mentioned in my first letter to you that two cards were used to purchase a new cell phone. The other was for one hundred from my debit card through my personal bank, its name is ************************ I need help to help me resolve the $****** charges on my chase credit card ending in 8884. I just got off the phone with ****** from the fraud team with ***** and he said he has submitted transaction as being fraud.

   

   

  
  
  Sincerely,
  
  *******************************
  

   

• Initial Complaint

  Date:06/12/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a Boost Mobile customer for ten years and requested that one of my previous *********, a ******* Galaxy A20, needed to be unlocked. I remember previously making the request but discovered that the phone had never been unlocked. I made several calls and received different information. On June 10, 2024, I spoke with an agent who informed me that a ticket entered in 2022, was never completed due to an error and that a new ticket would be entered. On June 11, 2024, I received and email indicating that my request was completed. When I try to use the phone, I got an error message , indicating the phone was still locked. On June 12, 2024. I spoke to an agent who identified themself as ******** in ***********. She gave me several responses then said that I need to call *******. I asked to escalate the call because of the long pauses and the misinformation she was providing. She insisted that I would get he same answer. Then I was advised that it would be an hour wait to speak to a supervisor. I became noticeably upset, as she claimed had just consulted with a supervisor. She then put me on hold and a supervisor named **** who spent several minutes a chat with a back office employee. I read the error message indicating to contact Sprint to unlock the device but the device was purchased directly from Boost Mobile, where I have had service for over ten years. I was eventually told that nothing else could be done.

  Business Response

  Date: 07/16/2024

  July 15, 2024
  
  
  
  ***************************
  **********************. E60
  **********, SC 29615
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************:
  
  On June 21, 2024, we received your complaint, dated June 12,2024, filed with the Better Business Bureau.
  
  You stated that you have been trying to get an old ******* A20 unlocked. You have been told it is unlocked in our system, but you are still not able to use it. When you called in about this on June 12, 2024, you expressed dissatisfaction with the customer service you received. You also mentioned that you received an error message on the device requesting that you contact Sprint to unlock it. You requested that the device be unlocked and the customer service you received addressed.
  
  When you purchased the device in question, ******************** was owned by Sprint. As part of the **Mobile/Sprint merger, Boost Mobile was purchased by DISH Network. We have unlocked the device in our system.Please contact **Mobile to verify whether they are able to complete the unlocking of it.
  
  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
  
                  *********************

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21842196
  
  I am rejecting this response because: I contacted T-Mobile and they was walked through Settings on my phone to try and find and Network Unlock setting that did not exist. I do not understand, as a Boost Mobile customer for a decade, why you would put the burden on me to resolve this issue. The phone was purchased through Boost Mobile and even though ownership changed hands, I am still the customer trying to unlock a ******************** phone. Shouldn't some effort be made on your end to resolve the issue?
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/29/2024

  July 24, 2024
  
  
  
  ***************************
  **********************. E60
  **********, SC 29615
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************:
  
  On July 23, 2024, we received your rebuttal, dated July 23,2024, filed with the Better Business Bureau.
  
  You stated that you purchased the device from ******************** and do not understand why we are not able to assist you with unlocking it. You contacted T-Mobile, but they were not able to assist you either. You purchased the device from ******************** and you would like Boost Mobile to unlock the device.
  
  When you purchased the device in question, ******************** was owned by Sprint. This means that Sprint is the original owner of the device. Sprint locked the device and therefore, is the only company that can unlock it. Sprint was purchased by T-Mobile, and as such, is the only company currently in existence that *** be able to assist with your request. As DISH Network, current owner of Boost Mobile, was not the original owner of the device, we are unable to assist you in unlocking the device in question.
  
  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: 07/30/2024

   
  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:06/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer with ********************** for the past 6month and on May 20th I call to get my account details to port to another carrier. Till date my number has not transfer to the new carrier (Mint) successfully. I have been making daily several calls to boost mobile to get this resolved so I dont loose my phone number that have been using since 2018. The only way my family , friends and business can reach me is through this number. All have been getting from boost is push around by their customers services that there is nothing that can be done about it since the status show that my account has been disabled due to port out. Have requested to speak with a technical team in their porting department because my new carrier said the porting wasnt completed and they have reached out to the porting center for further assistance with no response. Ref case#: CS0032573.Today, I made a call to boost at about 11:25am and spoke to representative by the name MC , who also repeated she couldnt be of help. I told her I can get the other carrier on the phone with us. I went ahead to add mint rep on the phone and before I could even finish verification with the carrier she told me to hurry up that she is only giving me 1 -2 min. Please I need this resolved as soon as possible because Im losing out on job and cant assess most of the apps I use for work cause Im not able to verify my accounts using my phone number.

  Business Response

  Date: 06/21/2024

  June 19, 2024
  
  
  *****************************
  **********************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear *****************************:
  
  On June 13, 2024, we received your complaint, dated June 12,2024, filed with the Better Business Bureau.
  
  You said that you have been trying to port your number to a new service provider, but we are refusing to release it. You mentioned despite calling in several times, your number still has not transferred to the new provider. You requested assistance with your account.
  
  Please note that the ********************************* (FCC)regulates phone number portability and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer,they must provide pertinent billing information regarding the account where the number is being ported from. This information may include, but is not limited to account number, account holder's name, phone number, five-digit ZIP code,passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.
  
  Our records indicate that the number was released to another T-Mobile MVNO company on May 25, 2024. A Mobile Virtual Network Operator (MVNO)is a company that does not own a mobile spectrum license, but sells ********************** services under its brand name using the network of a licensed mobile operator.
  
  Please note that Mint Mobile is a T-Mobile MVNO company. At this time, we would recommend contacting them for further assistance, as we no longer have possession of your number.
  
  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: 06/21/2024

   
  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:06/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last month I got on my boost mobile app and paid my phone bill in full, they then took another full payment from the same card that WAS NOT enrolled in autopay. They argued me up and down that I made both payments. I know I did not. The exact same thing happened again this month. I log into the app, pay my phone bill, then a while later I look at my credit card and I was billed twice again. It has taken me a total of 3 hours talking with them. I asked to have my cards removed from the app as I will no longer be using the app after the bad experiences with it. They told me I must keep one card on there. I do not feel safe having my card on there. I live paycheck to paycheck and have already incurred late fees due to them double billing me twice

  Business Response

  Date: 07/09/2024

  July 8, 2024
  
  
  
  *******************************
  ************************************** 1
  *****************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On June 13, 2024, we received your complaint, dated June 12 2024, filed with the Better Business Bureau.
  
  You said that last month you paid your bill through the BoostOne app, but another full payment was taken. You indicated that the same thing happened in June 2024. When you contacted us and asked to have all of your payment information removed from the application, you were told it is not possible.
  
  My attempts to contact you at ************** on July 3 and 8, 2024, were unsuccessful,but I left a voice message with my contact information. I also sent an email to ******************** with a request to contact me.
  
  A review of your account indicates that the payments made on June 5, 2024, and May 5, 2024, were placed through the BoostOne app and the Boost Mobile website, respectively, and done manually. Your account is not on automatic payment.
  
  The BoostOne application does require a saved payment method. However, you can change to another payment method at any time.
  
  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
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:06/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ubject: Billing Error - Duplicate Line Charge on Boost Mobile Account Dear ************************ am writing to file a complaint against Boost Mobile regarding an ongoing billing error on my account. Since April 10, 2024, I have been incorrectly charged for a second phone line that I do not possess.Background:On an earlier date, I purchased a SIM card from Boost Mobile online for $10.10. However, due to a change in plans, I later visited a Boost Mobile store in *******, **, where I purchased a phone and service package. I subsequently returned the phone and received a full refund.Since I already had a phone, I contacted Boost Mobile to inquire about using the online-purchased SIM card. I was informed it could be activated on a separate line under my name, as adding it to my existing account was not possible at the time.The Issue:Realizing I did not need the additional line, I contacted Boost Mobile again and requested a refund for the unused SIM card. I was instructed to destroy the card and was assured a refund would be issued. However, I have not received any refund.Attempts to Resolve:Despite contacting Boost Mobile and explaining the situation, they have denied my request for a refund or account credit of $75.48, which covers the three months of erroneous charges (April 10, 2024, to June 10, 2024). They claim the second line exists, even though they confirmed it is not connected to a functioning phone.Impact and Request:These additional charges have significantly increased my monthly bill. I believe Boost Mobile is unfairly charging me for a service I am not receiving.I kindly request the Better Business Bureau to intervene and mediate a resolution with Boost Mobile. I believe a review of my account details will clearly demonstrate the error in billing. Ideally, I would like Boost Mobile to:

  Business Response

  Date: 06/17/2024

  June 12, 2024
  
  
  
  ******************************
  208 **************
  *******, ** 75474
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear *******************:
  
  On June 12, 2024, we received your complaint, dated June 11,2024, filed with the Better Business Bureau.
  
  You stated you have been billed for a second phone line that you do not have. You mentioned that on an earlier date you did purchase a *** card, but elected not to use it. You said that you were advised a refund would be issued; however, you have yet to receive it. You indicated that despite contacting customer care several times, you have yet to receive a credit of $75.48 for three months of charges. You requested a refund.
  
  Our records indicate that when you purchased the *** card online on May 29, 2024, you agreed to these terms: If you are getting a new phone number, your *** will be automatically activated 2-3 days after shipment.Once activated, you authorize Boost Mobile to charge your card to auto-pay your monthly total fee plus any additional taxes and surcharges. Prices and surcharges subject to change. Your service will continue until you cancel.
  
  A review of your account reflects that the *** card was delivered to you on March 30, 2024, and the line ending in 1858 was activated on March 31, 2204. We did not receive a request to disconnect this line until June 11, 2024. 
  
  In the interest of customer service, a credit of $75.72 has been applied to your account. Please be advised that we will not be able to refund you for the *** card purchased and we are unable to validate your claim that you were advised this would be refunded.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *******************, #***
                  ******,CO 80210
  
                  *****************************

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the plan $90 for 3 months, today my phone was shut down. So, I made a payment and it started working. My last payment was April 11. So, I didn't owe until July. Boost customer service is awful! I tried contacting boost and was told I didn't need to pay and that I then paid a month early. Why would I want to do that and why would they shut my phone down.

  Business Response

  Date: 07/08/2024

  July 8, 2024
  
  
  
  *******************************
  ******************************************** 6
  Mentor, OH 44060
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On June 12. 2024, we received your complaint, dated June *******, filed with the Better Business Bureau.
  
  You said you signed up on a $90.00 plan for three months of service, but your phone was shut off. You made a payment, the service started working and you did not owe another payment until July 2024.
  
  My attempts to contact you at ************** on July 3 and 8, 2024, were unsuccessful, but I left a voice message with my contact information. I also sent an email to you at ******************* with a request to contact me.
  
  A review of your account indicates that on April 11, 2024,your service was changed to a $90.00 three-month plan activated the same day.There is no record of your account being interrupted, and on June 11, 2024, a $58.00 payment posted and will go towards your next service payment due July 11, 2024.
  
  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
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Boost Infinite through Amazon Pay is very misleading and fraudulent. First, they offer you a phone on Amazon for zero down. Then, they take your information and your money and deny you from receiving the phone via email. When I called initially the customer service rep said she needed to transfer me to the integrity department, but they were closed so she said she would call me back in an hour. She never called back. So I called back when I got out of work. When I called back and asked for assistance they transferred me to the ******************** and the rep said they cant disclose why your order was cancelled. This seems very sketchy and I feel like they stole my personal information. Your system can take my credit card and address but you cant disclose the reason why you denied me? This is fraudulent.

  Business Response

  Date: 06/19/2024

  June 18, 2024
  
  
  
  *********************
  NJ 07047
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ************:
  
  On June 12, 2024, we received your complaint, dated June 11,2024, filed with the Better Business Bureau.
  
  You stated that you placed an order, but you then received an email saying it had been canceled. You called our customer care department,but you were not given any more information. You requested to receive a refund.
  
  Unfortunately, we are unable to disclose the complete reasoning for the cancellation of the order for security reasons.
  
  As both orders were canceled, any payments made would have been refunded through Amazon Pay.
  
  We regret any inconvenience.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  DISH Wireless, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  *********************
  

• Initial Complaint

  Date:06/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Boost Infinite has required me to pay for a full month of service, despite not actually getting a full month of service. The due date of the bill is June 6, 2024 but service started on May 22, 2024.Boost suspended my service for not paying the bill in full on the 6th, despite not being a full month of service. According to the bill, my actual billing period is May 22, 2024 to June 22, 2024. My due date should in no way, fall on the 6th of June for POST PAID SERVICE.

  Business Response

  Date: 07/01/2024

  June 26, 2024
  
  
  
  *******************************
  ****************************************** 11
  **************, IN 47130 
  
  Re:          BBB Complaint #********
                  ************ -2024-06-13085
  
  Dear ******************:
  
  On June 12, 2024, we received your complaint, dated June 11, 2024, filed with the Better Business Bureau.
  
  You said that you paid for service when you initially ordered it on May 22, 2024, but you had to pay for another month on June 6, 2024. You stated that you did not receive the full month of service you initially paid for and you expressed frustration with your service being suspended due to nonpayment. You requested a billing adjustment.
  
  Boost Infinite does not provide prorated credits regardless of when you ordered service and when your bill is due. As a courtesy, I applied a one-time credit of $15.00 to your account.
  
  The ********************** Infinite policy states your service will be suspended if the automatic payment fails.
  
  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
  DISH Wireless, 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.
  
  Additional Note. It should be clearly stated to the customer that they ARE NOT receiving a full month of service, not displaying such is blatant false advertising.
  

   

• Initial Complaint

  Date:06/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 12th, 2024, I placed 2 orders with booth mobile. **************** and ****************. ******* (customer service rep) said I didn't order a phone, just a sim kit (BYOP) and when I said let me find the order number ******* waited about a minute and ended the chat, ****** (customer service rep) said I need to dispute with my bank, the male rep on the phone said I had 10 days to call to dispute the missing packages of which that isn't in any of the emails they sent me when I first placed the order. The male rep confirmed it was an actual phone plus a SIM kit. The phone never came nor the sim kit. He said I needed to dispute with **** The line didn't get cancelled. My bank card was still going to be charged for another month had the male rep not shown me the settings even though I asked ****** to cancel. I just want my money back. They activated the $71.48 first order three days after they sent it and I remember reading that before the order was placed. I just want my $81.94. this boost mobile company address was listed at the bottom of the email confirmation emails.

  Business Response

  Date: 06/26/2024

  June 20, 2024
  
  
  
  ***********************
  **************************************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **********:
  
  On June 12, 2024, we received your complaint, dated June 11,2024, filed with the Better Business Bureau.
  
  You stated that on May 12, 2024, you placed two orders with Boost Mobile for a phone and SIM kit, **************** and ****************,which never arrived. You indicated that our agents provided conflicting information about your orders. Additionally, despite your attempts to cancel, your line remains active and your card is still set to be charged. You requested an $81.94 refund.
  
  My attempts to contact you by phone at ************** on June 19 and 20, 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 both orders were delivered to the correct address, along with an uploaded picture to the *** website showing proof of delivery. I can also confirm the activation of a device matching the **** of your delivered phone on May 14, 2024. A review of your account shows no contact attempts made from May 12, 2024, until you called in about the missing delivery on June 11, 2024. Going forward, a refund may only be considered once a claim has been filed with *** disputing the delivery. Once you are able to provide a claim number, I will be able to start the refund process and the cancellation of your line.
  
  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
  
  *********************