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

  387 Strander Blvd Tukwila, WA 98188-2916

• 

  Boost Mobile

  957 Memorial BLvd Picayune, MS 39466

• 

  Boost Mobile

  827 Taylor Ave Towson, MD 21286

• 

  Boost Mobile

  8911B Pensacola Blvd Pensacola, FL 32534-1928

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:06/11/2024

  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 purchased a new phone on 06/05/24 online and I opted for the protection plan for $12 I also paid my bill on 06/05 that was due 06/06 . I received the phone on 06/07 and also boost tried to pull $12 from my account for the protection which I already paid for . I contacted customer service via chat and was told the $12 I paid on 6/5 was for that billing cycle and was over and the $12 bill was for the new cycle and I explained i had just recieved the phone and shouldn't be charged for protection for a phone I didn't have. I was told I would get a refund for ***** and i could apply to the new charge. And my service would not be interrupted and my new phone would be protected. That was false they suspended my service on Saturday June 8th. I was told by 2 separate reps and a supervisor that the $12 was removed and my service would be restored and it wasn't . I at that point paid the $12 Again in hopes it would restore service it did not . I had to call a 3rd time and spoke to a rep and supervisor and they couldn't understand why my service wasnt restored and submitted a ticket to have my account investigated and that process takes 3 days. I then tried to transfer my number to another carrier and when the boost rep gave me the unlock code she said she was initiating the refund. I called today and asked about the refund and was told I wouldnt be getting one , they don't issue refunds for service or protection plans which I paid ***** for my plan and $12 x2 for protection yet they cancelled my account for non payment .

  Business Response

  Date: 07/03/2024

  July 2, 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 you bought a new phone with insurance on June 5, 2024, just before a new billing period began. You were charged $12.00 for the insurance for one day on the current billing period, and then you were charged $12.00 again after the new billing period began. You asked for a refund, but then the service was disconnected and you had to make two payments of $12.00 along with the $25.15 for the plan. You requested a total refund of $49.15.
  
  As the payments were made on a previous account showing a credit balance, I made an exception to our no-refund policy and submitted a request for a refund of $49.15. Please allow seven to ten business days for processing.
  
  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:06/10/2024

  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.

  Shady business practices. And no one is willing to correct the situation. I've called *********************************************************************** as well.

  Business Response

  Date: 07/02/2024

  July 1, 2024
  
  
  
  ********************
  **************************************** 7
  ******, ** 61604
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. ****************** June 11, 2024, we received your complaint, dated June 10, 2024, filed with the Better Business Bureau.
  
  You stated you have been unable to obtain your account information so that you can transfer services to a new provider. You indicated that when calling in, your calls have been dropped, and you experience issues logging in on the website as well. You requested assistance.
  
  My attempts to reach you at the number provided have been unsuccessful.
  
  Our records show you last spoke with customer service on June 11, 2024. However, your service was interrupted at the time; therefore,your phone number was ineligible for porting. Your service is currently active as of June 12, 2024, and is paid through July 11, 2024.
  
  For assistance in receiving the porting information, please contact customer service, or me directly at **************.
  
  Sincerely,
  
  
  
  ***********************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:          ****** / ******* Better Business Bureau
                  ********************, #***
                  ******, CO 80210
  
                  *****************************
  

• Initial Complaint

  Date:06/10/2024

  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 went into the boost mobile store to buy a phone because the phone I had was currently broken. The guy that works there told me I was due for an upgrade. He told me due to memorial day, the iPhone 11 was was on sale for 260 dollars plus tax. I agreed and paid 360 dollars. Come to find out, he opened a new account and could not transfer my old number to the new phone. I kept the phone for a day and was unhappy, so I brought it back. The guy wasn't there, but a Indian lady was working and I told her the issue and gave her my receipt. She yelled at me and refused to give me a refund, so I got a much cheaper phone and she refused to give me the difference. I should have called the police. She lied about open box fee, and created fees so she won't have to pay me. I am out of 200 dollars, plus she kept my phone case that I bought for the iPhone. She scammed me. I also reached out to customer service and they did nothing. This happened May 23 or during memorial day weekend. She also had a dog in the store and I am allergic to dog hair.

  Business Response

  Date: 07/03/2024

  July 2, 2024
  
  
  
  Ms. *******************************
  *******************
  ****************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On June 12, 2024, we received your complaint, dated June 10, 2024, filed with the Better Business Bureau.
  
  You stated that you purchased a device at a ******************** retail location, and the salesperson created a new account instead of updating your old one. The next day you attempted to return the device, but you were denied a refund. You then purchased a second cheaper new device, but when you contacted customer service they were unable to assist you.
  
  When we spoke today, I informed you that Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. Please visit the store where you purchased the device for further assistance.
  
  You confirmed that the new account was deleted, as you requested.
  
  I agreed to apply two adjustments of $25.20, for a total of $54.40, to your account for the issues you experienced. You accepted this resolution.
  
  Sincerely,
  
  
  
  ***********************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:          ****** / ******* Better Business Bureau
                  ********************, #***
                  ******, CO 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:06/09/2024

  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 am writing to escalate a connectivity issue I've been experiencing with my brand new iPhone 15 Plus, financed through Boost Infinite. For over a month, it has been taking over 2 minutes to load webpages, despite Apple's confirmation that there are no hardware or software problems with the device.Ive contacted ******************** customer care, theyve tried reissuing a new sim to my IMEI 2 instead of IMEI 1. They then stated, because that did not improve my speeds that it is a hardware issue and to contact Apple directly I booked a Genius Bar reservation, after full diagnostics on my new iPhone 15 Plus that I finance from Boost Infinite it was concluded there is no hardware or software issue with this device. Considering the fact that when Im on WiFi I have no speed or connectivity issues Apple informed me to contact my carrier. I called Boost Infinite back and informed them of Apples full diagnostic results. They then pushed another new ESIM but using IMEI 1 as we had originally. It did not improve my phones connectivity performance. Then advised me to call Apple Support.Ive been thrown into a never ending loop attempting to get my brand new device to work while Im outside my home. Data usage on my account has never exceeded 0.00GB. * I suspect throttling might be occurring due to the unrecorded data usage. * My phone is incorrectly listed as BYOD on my account.I've spent a significant amount of time and resources on troubleshooting with both Apple and Boost Infinite, exceeding the 30-day return window for the device.I kindly request escalation to an appropriate team to resolve this frustrating issue. I simply want my new phone and mobile plan to function properly, without excessive loading times.Im simply requesting that my brand new, most recent released Apple *********** ********************** Access for iPhone mobile plan service that I pay for monthly simply works

  Business Response

  Date: 06/13/2024

  June 13, 2024
  
  
  
  ***********************************
  5724 Dexters Mill Pl.
  ******, ** 30518 
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On June 10, 2024, we received your complaint, dated June 9, 2024, filed with the Better Business Bureau.
  
  You said it takes roughly two minutes for you to load a webpage. You confirmed with Apple that there is no issue with your phones hardware or software, and you indicated that new eSIMs did not resolve the problem. You suspect that your data is being throttled. You also said that your usage has never exceeded 0.00 GB because that is what it shows. In addition, your device shows up as a Bring Your Own Device (BYOD), but it is not.
  
  I confirmed with our Technical Operations Team that your data has been allocated correctly and there are no issues. You are also not being throttled until you reach your maximum data limit of 30 GB. If you are still experiencing technical issues, please reach out to customer care at ****************, so your technical issue may be addressed properly.
  
  Your account was impacted by a systematic issue that causes your data to show only 0 GB, but our teams are diligently working towards a fix; however, there is currently no date on when this will be resolved. Please note: this does not affect your ability to use your data or the speed of it. If you would like further updates, please reach out to me directly at ************** or ********************************.
  
  Your device does not show up as BYOD and even if it does on your end, I can assure you that this has no effect on your service in any way.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive ************************************************* L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  *****************************
  

• Initial Complaint

  Date:06/09/2024

  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.

  This complaint is in regarding Boost Mobile along with Tapjoy. On May 31st using the Boost One app and their Spin and Win game I spun a 5000 Boost Coins, valued at $50.00. The app then had an "Unexpected error" and glitched, requiring me to spin again, but this time I had only spun a 10. I contacted the Boost customer support in the app, and they told me to contact ******, who makes their online games within the app. I emailed Tapjoy, but they told me to contact the maker of the app, which Boost One is the maker of, through the ****** Play store and the contact email provided through there. That email redirected me to their ******** page and now that one is telling me to contact ****** again, which they already told me they can't do anything about it. I've contacted 4 different customer support services and have received no answer and have only been thrown in circles. I provided screen caps of the email and message exchanges. The resolution I'm seeking is $50.00 to be deposited into my account balance, phone number ************* Pin ****.

  Business Response

  Date: 07/01/2024

  June 28, 2024
  
  
  
  *******************************
  *************************** J8, Spc. 70
  *********, ** 93535
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **********************:
  
  On June 10, 2024, we received your complaint, dated June 9,2024, filed with the Better Business Bureau.
  
  You said that you played the Win & Spin game and landed on *****, which equates to $50.00, but immediately encountered a glitch that instructed you to spin again. The second attempt landed on 10, which equates to $0.10. You demand that you be awarded the $50.00 you believe you originally won.
  
  This game and its associated prizes are managed and administered by Tapjoy and Boost Mobile has no oversight. As a courtesy due to your customer tenure, I applied a $50.00 credit to your account. Please understand that future issues such as this will need to be negotiated directly with ******, or the administrator of the particular game in question at that time.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.LC.
  
  cc:           ****** /******* Better Business Bureau
                  **********************************350
                  ******,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:06/08/2024

  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.

  In march I had signed for 2 phone lines with Boost Mobile. I was told I had a 30 day worry free money back guarantee. I order a iPhone and a galaxy phone. Once I received the phones I then activated only the line that has the iPhone. I never activated the second phone (galaxy) I didnt even open the box. When I activated I came to find out I wasnt told the fine line details correctly on my original date of purchase and was upset so I asked to have the second line canceled since I was still in the 30 days when a ticket was created. The age and I spoke to claimed a ticket had to be made, and they could not immediately cancel with me on the phone. I was told to call back in 48 to 72 hours. Once I did, this agent told me that there was notations in my account but no ticket was created so they went ahead and created another ticket which I havent email on March 29 still in my 30 days. I was told to wait I would receive a email with updates on how And what to do next. I spent the next month and a half continuously calling them being told to wait for further instructions. I asked numerous times why they couldnt just shut the line off. They said they couldnt and the ticket had to be escalated to a certain department. I finally got the line canceled a few weeks ago instead of only charging me for one line I was told because their company did not cancel the line on that date of the ticket and currently its past 30 days they would not refund me the $128.40 I was charged for two months of service on a phone line that shouldve been canceled a week after I got it with a free moneyback guarantee. And 4.72 not mine. I have tried to resolve this with the business. I do have all the emails including the ticket that was made for cancellation March 29 which puts me in my 30 days. No matter how hard I tried boost mobile refuses to refund me and also further told me if I cancel my current line would have to pay over $1000 for a phone they claim is on them. Please help. Thank you

  Business Response

  Date: 07/03/2024

  July 2, 2024
  
  
  
  *****************************
  *********************
  ******, MA 01056 
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On June 10, 2024, we received your complaint, dated June 8, 2024, filed with the Better Business Bureau.
  
  You said you had two lines, but you returned one of the phones and requested to cancel its line within the 30-day money-back guarantee. You were advised a ticket needed to be submitted. You waited for the ticket to be resolved, but you were unable to cancel the line nor did you receive a refund for the two months of service you paid for. You were also informed that if you cancel the line with the ******* Galaxy, you would be charged $1,000.00.
  
  I confirmed that we received the ******* Galaxy S24 and your line ending in 9289 was canceled. A refund of $123.68 was submitted on June 28, 2024, and will be sent by check to ******************************. Please allow ***** business days for processing and delivery. Additionally, since the line is not active and the device was returned, you will not be charged an additional $1,000.00.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable. 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
  
                  *****************************
  

• Initial Complaint

  Date:06/07/2024

  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.

  The company BOOST MOBILE erroneously charged my account for $417.84 cent. BOOST MOBILE, ENGLEWOOD, CO US on Date: 6/7/2024. When I called the company on 6/7/2024 after contacting m my bank, I was hung up on by resolution specialists who refused to investigate my account further. This charge WAS NOT authorized. When speaking with a representative we were told that the charge was due to a device not being activated once received in August of 2023. I advised the representatives several times of the **** number they kept asking for and it clearly matches what is on file AND activated for my daughters iPhone 12 purchased in 2023! Supposedly, per the reps, the charge came from not activating the phone within 30 days of receipt. I advised many times and begged for someone to review this and reverse the charges. Upon calling AGAIN after walking into a BOOST mobile branch, a manager then told me by phone that there is no way to see the transaction for $417.84. I was given 2 escalation numbers and was told to file a fraud case via Direct.com/fraud. I advised the rep then, this is NOT a fraud case, this is a BOOST MOBILE issue and the money must be refunded. They declined to refund my money and they declined to assist any further. Please note, the **** in the number below has also been confirmed with BOOST in store that it matches the iPhone 12 purchased in August 2023! Please also note that we are seeking a full refund and an apology for ALL MISINFORMATION and for how we were treated by phone! All resolution specialists we spoke with today should be replaced or re trained! My daughters phone attached to this complaint is ************. (4441)

  Business Response

  Date: 06/26/2024

  June 20, 2024
  
  
  
  Ms. ***************************
  **********************
  ********************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************:
  
  On June 10, 2024, we received your complaint, dated June 7,2024, filed with the Better Business Bureau.
  
  You stated that we charged your account $417.84 on June 7, 2024,due to a device not being activated within 30 days of receipt. Despite you providing the correct IMEI number matching the activated device, our agents did not help you resolve this issue. You visited a Boost Mobile retail location and spoke to a manager, but they also declined to refund the money or provide assistance. You demanded a full refund and expressed dissatisfaction with the customer service you received.
  
  A review of your account revealed that the device in question was initially set up for activation on your daughters account, but it was activated on an account under your name within the required time frame. Therefore,a full refund of $417.84 was issued via check.
  
  When we spoke on the phone on June 19, 2024, I confirmed that the check is being delivered to the correct address. You requested to close your daughters account, which I honored. You accepted this resolution and thanked me for my time.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable. The appropriate departments have been notified of your feedback and action will be taken internally.
  
  Sincerely,
  
  
  
  ******************************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************
                  ******,CO 80210
  
                *********************
  
  

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21818841
  
  please provide a tracking number or some kind of reference to tracking the check.  To date, it has yet to be received.  Although I understand the timeline of 14 days, there should be some way of tracking since I am being inconvenienced by receiving a check opposed to the money being placed back into my account the way that it was taken.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/08/2024

  July 8, 2024
  
  
  
  Ms. ***************************
  ***********************
  ********************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************:
  
  On July 1, 2024, we received your rebuttal, dated July 1,2024, filed with the Better Business Bureau.
  
  You requested to be provided a tracking number for the refund check, as you have not received it yet.
  
  When we spoke by phone on July 3, 2024, I informed you that I would look into the tracking details, and I would update you on Monday, July 8, 2024, due to the holiday weekend. You agreed to this resolution and said you would await my update.
  
  We spoke again today, and I informed you that I was waiting for updated information. When received I will contact you again. You understood.
  
  We apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  
  
  ******************************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                *********************
  
  

• Initial Complaint

  Date:06/07/2024

  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 ordered a phone on 6/4/24. As soon as I hit the order button I realized that I hadn't changed my address with Boost, who I had been a customer of for several years. I called right away and they told me that the product that I had just ordered was going to be sent to my old address in ********. I now reside in **********. I asked if it was possible to change the ship to address and was told that wasn't within their capabilities. So I asked if I could cancel the order and was told that I couldn't do that either. I asked for a supervisor and was told the same thing. I was told to contact *** and change the ship to address. I tried to do that and that isn't possible unless the shipper, which was Boost, allows that. Which they did not. So I paid $158.99 for a product going to the wrong address with no way to correct it.

  Business Response

  Date: 06/17/2024

  June 11, 2024
  
  
  
  *******************************
  ***************
  ************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On June 10, 2024, we received your complaint, dated June 7,2024, filed with the Better Business Bureau.
  
  You stated that on June 4, 2024, you placed an order;however, after placing it you realized you did not update the address. You contacted customer service, but they were unable to change the address or cancel the order. You requested a refund.
  
  Boost Mobile is unable to cancel or change orders once they are placed. As our records indicate the phone was delivered to the address you provided during the ordering process, we are unable to issue a refund.
  
  We regret any inconvenience you may have experienced.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *******************, #***
                  ******,CO 80210
  
                  *****************************
  
  

  Customer Answer

  Date: 06/19/2024

   
  Complaint: ********our customer
  
  I am rejecting this response because: I find it very hard to believe that a company as large as Boost does not have the ability to change an order or cancel an order within 30 minutes of being placed. I can't believe that I am the first or the last person that this has or will happen to again and suggest that Boost change the way they do business. To expect someone to pay for a product they won't receive in my opinion is silly. I admit it was my mistake but to have no option to correct it within 30 minutes is just simply bad business on your part. I also wonder why you don't double check the shipping address and debit card number before the order is placed or check the address or zip code on the debit card which would have been incorrect and the order would not have went through. I have been a customer for over 3 years and was referred to by your customer service as family. I am no longer a customer of yours and choose not to be a part of your family.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/07/2024

  Type:Delivery 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 broke my phone last night so i went to boostmobile.com to see if i could order a phone.i saw that i was eligible for an upgrade so i found a phone a celero for $9.99.i was not sent any corresponding messagr or email.i called today to get my order number and i have called over 10 times and i still havent got it.my monthly bill is $50.when i checked my account,it says my payment is now only $39 and some change.my total foe order with tax was $10 and change so when i add that to my monthly bill which is now $39+,it comes to $50 so instead of putting it to the new phone,they took it off my bill.i checked back the website and the same phine i ordered for 9.99 is now ******.i got tired of these useless foreigners that cant speak or understand english hanging up on me or putting me on hold and not coming back.i got a supervisor a couple of times but they are even more worse than the regular agents.im so fed up with it,i asked for my account and pin number so i can leave and go to a different carrier nd i was given a hard time by agents and supervisors and i still didnt get my account or pin number and the same thing happened before.they make me ogfers to stay and when i refuse,they run me around and not give me my account or pin.they do all this messing around to keep you there.i wish i had took a screen shot of the phone and price but i didnt expect to get cheated.so,with nearly ********************************************* my account and pin number.

  Business Response

  Date: 07/01/2024

  June 27, 2024
  
  
  
  *******************************
  ************************************** 4
  ******, PA 18507
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **********************:
  
  On June 10, 2024, we received your complaint, dated June 7,2024, filed with the Better Business Bureau.
  
  You said that you purchased a phone for $9.99, but it posted to your account as a payment instead. When you revisited the website, the price had increased to $149.00. You requested to cancel your service, but you were not given the information necessary to port out your phone number.
  
  Because you purchased the phone through the upgrade feature on your account, the funds posted to the account ledger, which was used to pay for the phone. In addition, *** tracking shows the phone was delivered to your address.
  
  If you still wish to cancel your service and port out your phone number,you will need your account number, ************, and port-out PIN, ******.
  
  Please note, as the phone has a Manufacturers Suggested Retail Price (MSRP) of $159.99, it must be active on a Boost Mobile account for 12 consecutive, uninterrupted months before it is eligible to be unlocked to use with another carrier.
  
  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: 07/03/2024

   
  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.i ******** the phone for 9.99 as specified.
  
  Sincerely,
  
  ***************************
  

   

• Initial Complaint

  Date:06/07/2024

  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.

  I pay $42.00 month for 10gb. When I got down to 5gb, Boost informed me I would have to pay $5.00 for 2gb. That bought my monthly bill to $47. Now if I want to get back to 10 gb that I originally had I will have to pay $25 more which will make my bill be $72. This is a total ripoff. I just want my original plan back. The phone isn't the greatest, it doesn't hold a charge for more than a day, it gets hot while charging. Several months ago Boost stated I needed more GB's. I paid for them but they removed the charges and put back the 10GB on. Why can't they do that now. The representative I spoke with said that couldn't be done and to just keep buying more GB's which would increase monthly bill.

  Business Response

  Date: 06/18/2024

  June 12, 2024
  
  
  
  Ms. ***********************
  ************************************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On June 7, 2024, we received your complaint, dated June 7,2024, filed with the Better Business Bureau.
  
  You said you pay $42.00 per month for your plan, which includes 10 GB of data. You had to pay $5.00 for 2 GB of data, which brought your bill up to $47.00 per month. You stated that you would have to pay an additional $25.00 per month in order to receive the original 10 GB of data. You requested a billing adjustment and to be placed on your original plan. You also indicated your device does not hold a charge and gets hot.
  
  You are currently on the $35.00 per month plan, which includes 10 GB of data. You are also paying for device insurance. You added a 5 GB recurring data pack to your account, which increases your bill to $47.00 per month, but you may remove this at any time to bring your bill back down to $42.00 per month. You may purchase one-time data packs, which are not added on to your account automatically and require one upfront payment. If you remove the data packs, your bill will not increase.
  
  Your request for a billing adjustment has been declined.
  
  If you have concerns about your device, we recommend that you visit a local retail store, so the condition of it can be evaluated.
  
  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
  
                  *****************************