Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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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

4,963 total complaints in the last 3 years.
1,520 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/04/2024
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 previously filed a complaint against boost/dish wireless because I cancelled the service and they charged me for the phone after it was returned. Recently dish has tried to take money out of my credit card for a service I dont have any more. I have tried to contact *********************** DISH | ******** | Boost Mobile Executive Escalations, Corporate Case Manager Phone: ************** She was the one handling the previous complaint but she is refusing to help me. At this point ** just trying to stop fish for continuing to hit my credit card with fraudulent charges as Im not longer had the service. Im gonna try to fix this issue one time only by using BBB as mediator. I dont want to have to use legal services for something I believe can be handle with a simple phone call.
Business Response
Date: 06/10/2024
June 5, 2024

**************** ********
392 Summerwind Plantation Dr.
******, ** 27529

Re:          BBB Complaint #********
                ************ -2024-06-12365

Dear ********************:

On June 4, 2024, we received your complaint, dated June 4, 2024, filed with the Better Business Bureau.

You stated Boost Infinite attempted to collect an autopay payment for service you no longer have, and I refused to assist you with resolving this issue. You requested to no longer be charged for service.

I applied a credit to your account for the services and removed your card from autopay, so you will not be charged for service going forward.

I apologize if you felt that I would not assist you.

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: 06/10/2024

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:06/04/2024
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.
On may 14 2024 I purchased a phone for upgrade cause I've been a boost mobile customer for years on may ******* the phone was delivered and stolen off of my porch before I knew it was delivered so I called boost mobile explaining what happened I also purchased insurance for this phone which states it is covered is lost or theft occurs I told boost customer service about all that took place they suggested I make a police report because the phone wasn't covered because it had not been activated I said I paid for the insurance and you took my money which means I bought it there was nothing stateing that phone must be activated to be covered why would i pay for something and not recieve what i purchased they could have stated after phone is activated come back and we will then charge you for the insurance which did not hapoen so this means to me upin purchase phone is covered not only did they refuse to honor my purchase i said ok then can i purchase same phone for same price so that i can at least have my phone oh were sorry that phone is not avaulable for that prive any more **** thats funny cause i went on boist mobile website and their is the phone for the same price i paid forvit so its jusr not available to me i said so thisvis how you treat your customers of years i didnt want nothing to be given ro me i wanted to purchase the same phone again for same price i think thats fair for a customer thats been giving you buisness for years simple but refused and did nothing to help me i wonder if corporate knows how terrible their customer service is to their customers cause they are horrible also I just read receipt of protection coverage and it states it is now active but did not recieve services i paid for
Business Response
Date: 06/21/2024
June 19, 2024

*********************************
************************
*******, CA 95380

Re:          BBB Complaint #********
                ************ - *************

Dear ****************:

On June 4, 2024, we received your complaint, dated June 3,2024, filed with the Better Business Bureau.

You said the phone you purchased was stolen from your porch. You added that although you purchased the insurance, it was not covered because the device was not activated.

A device cannot be insured until it is activated, which links it to the insurers database containing the original purchasers information.

As a courtesy, I applied a credit for the purchase price of the phone ($10.00) and the first month of the insurance premium ($4.65) to your account. The phone you purchased, the ******** Moto G 5G, is available through www.boostmobile.com for the same price you originally paid.

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

                *****************************
Customer Answer
Date: 06/26/2024

Complaint: 21798690

I am rejecting this response because:
They credited my account for my purchase but deducted the amount from my phone bill not giving me the opportunity to purchase the phone again but deducted it from my bill therefore the refunded me just to take the money right back and no the same phone is not available to purchase at the same price it is $149 so that is why I'm rejecting this offer wasn't an offer
Sincerely,

*****************************
Business Response
Date: 07/08/2024
July 5, 2024

*********************************
************************
*******, CA 95380

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 response because I credited your monthly bill, which did not allow you to repurchase the phone. In addition, you stated that the price of the phone has now increased to $149.99.

The amount credited to your account on June 19, 2024, was equal to the purchase price of the phone, plus the cost of the protection plan. By applying it as a credit and reducing your balance, you would have had this amount available to repurchase the phone. However, since the date of the initial transaction, this particular phone was made available to new customers only at the promotional price of $9.99. Since you did not receive the phone due to theft and not a result of a Boost Mobile related action, it does not meet the requirements to make an exception. Therefore, you have the two options listed below:

Open a new account, purchase the phone at the promotional price, and have it activated on your existing account. This new account would then be cancelled.
Purchase the phone through the upgrade function on your existing account, at the current price of $149.99, and receive a refund for the difference once the phone is activated.

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
                *******************************, #***
                ***************

*****************************
Initial Complaint
Date:06/03/2024
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.
We began service with Boost Mobile for a Schok flip phone IMEI number ***************. The phone number they gave for the device was *************. That number has been functioning since March 5, 2024. Today we decided to switch carriers and logged in to our Boost Mobile account and found a completely different phone number *************. We were originally told we could not have that phone number and had spent time on the phone with someone to set up a new number. The ************* is not a functioning number with Boost Mobile and is a disconnected number on ******* Wireless. This number should not appear on our account or be linked to our device. Yet, the ******************** customer service agent refused to change the number on the account. After 90 minutes on the phone, they told us to wait 72 hours and call them back. They stated there was no other way to reach anyone in their company, no email contact, and no other method to resolve this so we could switch carriers. We called customer service at ********** on 6/3/2024 at 8:49pm and spent 1 hour and 33 minutes on the phone with customer service. Name of agent = ******. We confirmed all account information, IMEI number for the phone Our desired solution is that we are able to transfer our current phone number ************ to a new carrier.
Business Response
Date: 06/26/2024
June 24, 2024

*****************************
4522 *******************.
******************

Re:          BBB Complaint #********
                *************

Dear ********************:

On June 4, 2024, we received your complaint, dated June 3,2024, filed with the Better Business Bureau.

You stated that when your account was opened, you were given the phone number **************, which has been working since March 5, 2024.You recently decided to switch carriers and found that the phone number on your account was **************. You attempted to have our representative change the phone number on the account, so that you could port ************** to another carrier, but you were not successful. You requested that the phone number be corrected, so you can port to another carrier.

Our records indicate that your account was originally set up with the phone number **************. The number ************** has never been active and we have no record of any change in phone number on the account. In fact, ******************** does not have the phone number ************** on our service, and we are not able to determine what carrier currently carries this phone number.

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:06/03/2024
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.
5/31 upgrade my phone paid ****** received order number and tracking number.trying to track order saw my address was wrong called boost to correct this but the tracking number was invalid they advised me to call boost order department to get the help I needed when talking with boost Mobile order department said they couldn't help the customer service was confused and it was their problem to help me I called customer service five different times once again was advised to call the different number boost order department then I was advised to send an email all I was getting was to run around and all I wanted was to get my phone and get the address corrected after most frustrations I told her to please cancel the order and give me a refund apparently they couldn't do that either so I have no phone coming and I'm out $16 I'm on social security so I really can't afford to lose any money and now I can't buy another phone until hopefully I get my money back and buy a phone elsewhere tracking 1z52a2591218183288 /order number #**********-1117 (5/31 /2024)
Customer Answer
Date: 06/17/2024
Boost mobile complaint has been resolved with no help from them .Found out phone finally shipped went to wrong address I approached the people living there they were nice enough to give it to me.they said they called *** said they couldn't take it back
Business Response
Date: 06/17/2024
June 12, 2024

*******************************
***********************************************

Re:          BBB Complaint #********
                ************ - *************

Dear ******************:

On June 4, 2024, we received your complaint, dated June 3,2024, filed with the Better Business Bureau.

You said you ordered a device on May 31, 2024, but it is being sent to the incorrect address. You were told to call order support and customer care, but you were unable to redirect it to the correct address or cancel the order. You requested a refund.

Our records show the device associated with order **************** is currently active on your account; therefore, your refund request is declined.

We strive to provide excellent customer service and we regret that your experience was unfavorable

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:06/03/2024
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.
Likewise, insurance in partnership with Boost Infinite is a scam I lost my phone April it was iPhone 15+ I filed a claim. They said that all I needed was to send them a photo of my drivers license and fill out a claim affidavit to bypass the claim affidavit by asking security Questions over the phone I answered these questions I sent a photo of my drivers license and it was accepted about a week past with nothing happening so I called them. They informed me that I still needed to do a claim affidavit. I told him that I did it over the phone answering the security questions They said that there were no record indicating this so they sent me a email with a PDF of a claim affidavit. I copied it and filled out the form. I took a photo of the form and emailed it to them. It was accepted. later. They told me that they needed more documents, they told me that they needed proof of my address. I told them that my drivers license had my current address on there and my bill from them address is the same they indicated to me that that wasnt enough to prove my address that they need it pictures of utility bills I was recently just married and I moved from *********, ******** to *******, ***** so I had no utility bills in my name at the moment. My name was not on the bill told me that I needed the authorization letter that my wife authorization on account they asked me for her ID, and a photo of my marriage license and my Social Security number this scared me all my documents were accepted about a week later I called them back and asked for the progress of my claim They said my claim was rejected for misleading information every person that I talk to from this company was disrespectful and rude. It was not for coming with the truth and did not provide me with any information at all. It will unprofessional. I called boost, they called likewise and was treated the same boost told me they were handle it, they told boost I switched my IMEI number. Thats why they rejected my claim.
Business Response
Date: 06/07/2024
June 6, 2024

***************************
*************************************************************;

Re:          BBB Complaint #********
                ************ - *************

Dear ******************:

On June 3, 2024, we received your complaint, dated June 3, 2024, filed with the Better Business Bureau.

You said you lost your device in April 2024 and filed a claim with Likewize. They requested additional information, e.g., drivers license, Social Security card, utility bills, etc. You said you also filled out the claim affidavit. When you requested information on your claim, the Likewize agents were rude to you and your wife. You were then informed your claim was rejected and your **** number was switched.

I confirmed the device with the **** *************** associated with the line ending in 9543 has been approved by Likewize.At this point, you will need to reach out and work with them to address your claim.

We sincerely apologize for the inconvenience.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

***********************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.

cc:           ****** / ******* Better Business Bureau
                ***************************************************;
                ******,CO 80210

                *****************************
Initial Complaint
Date:06/03/2024
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 want to change my service provider but Boost Mobile is locking my phone to their system and not allowing me to change it.I have to wait till October to change my carrier but I need to change it now.
Business Response
Date: 06/26/2024
June 21, 2024

*******************************
***********************************
************************

Re:          BBB Complaint #********
                ************ - *************

Dear ******************:

On June 3, 2024, we received your complaint, dated June 3,2024, filed with the Better Business Bureau.

You said you want to change your service provider, but your phone is locked and we will not unlock it until October 2024.

My attempts to contact you at ************** on June 20 and 21, 2024, were unsuccessful, but I was able to leave a voice message with my contact information. I also sent an email to you at ****************** with a request to contact me.

Boost Mobile will unlock a device under the following circumstances:

?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months

*** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. 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).

I am willing to discuss this with you, but I will need additional information off your device to see what can be done. Please contact me at ************** or *********************** for further assistance.

We regret any inconvenience you may have experienced.

Sincerely,

***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.

cc:           ****** /******* Better Business Bureau
                *************************
                ******,CO 80210

                *****************************
Initial Complaint
Date:06/03/2024
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.
My 7yr old child passed away i tried to cancel her line and have the payment applied as a credit which i was denied and hung up on my child passed on 5/5/2024 and has not use the phone i was billed for June 2 and today is june 3 and i requested a refund or credit
Business Response
Date: 06/21/2024
June 19, 2024

***********************************
*****************************************************************************************************

Re:          BBB Complaint #********
                ************ - *************

Dear ******************:

On June 3, 2024, we received your complaint, dated June 3,2024, filed with the Better Business Bureau.

You said that your daughter who was using the second line on the account has passed away. You tried to cancel the line, but a payment was still taken. You asked for a credit to be applied to your line, but your request was denied.

On behalf of Boost Mobile, please accept my sincere condolences for your loss.

When we spoke today, I assured you the second line on your account would be completely canceled as soon as possible. I also informed you that I would apply a credit for one month to your account for this inconvenience.

Sincerely,

***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           ****** /******* Better Business Bureau
                *************************************
                ******,CO 80210

                *****************************
Initial Complaint
Date:06/03/2024
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.
Purchased an upgrade A25 5G phone 5/29/24 and by 6/1/24, busted screen not displaying nothing. Original email stated $25, but nothing about a $135.20 total charge or any extras; he did not even use sim card from old phone. ***** at store was nice enough when taking my money, but hung up on me when called about dead brand new phone. Now the inconvenience is that the new phone may not be back to normal until 6/7/24. This is unacceptable service and frustrating, when all he could say, "it happens." The worst customer care experience, and I hope my note does not create retaliation. However, note that Boost and ******* customer care is taking care of the busted new purchase. Lastly, I feel that I should be reimbursed for the inconvenience. Not happy about this situation, at all and to have to wait one week for a working phone, is not acceptable. The option to get refund and return the new phone, with all my personal data on it was not a fair suggestion for me, especially since he declined to reactivate my old phone. There was/is no damage to the new phone on my part. Want a better resolution.My email address that would not take above, is: ********************* Kind Regards
Business Response
Date: 06/13/2024
June 7, 2024

Ms. Tia ***************************************************************************************************************************** BBB Complaint #********
                ************ - *************

Dear Ms. **************** June 5, 2024, we received your complaint, dated June 3,2024, filed with the Better Business Bureau.

You said that you purchased an A25 5G phone on May 29, 2024,and by June 1, 2024, the screen was broken. You also indicated that the email you received stated the upgrade would only be $25.00, but you ended up paying $135.20. In addition, your phone will not be fixed until June 7, 2024. You requested to be reimbursed for the inconvenience.

The screenshots included show that the receipt states,Device must be exchanged to the original place of purchase for the same device within (7) days, be in "like new condition" and contain all original packaging and accessories, including the payment receipt. Furthermore, a review of the receipt shows the payment of $135.20 included a $25.00 charge for the device itself, a $35.00 device setup fee, $2.32 for Boost Protect, $64.99 in accessories and $7.89 in tax.

Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. If you wish to return the device, you would need to work with the store directly.

In the interest of customer service, a credit of $10.00 has been applied to your account to cover a week without service.

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
Yes, boost compensated $25 total for the inconvenience and I still had to mail my phone to ******** which they had to power down and replace the *** (motherboard). While I am satisfied with Boost Corporation and ******** I am not happy with the independent seller on Antioch Road that sold me the defective phone.

The phone came out 12/16/23 and five months into providing a defective phone is unacceptable, which I want the independent seller to take ownership by refunding or providing me an inconvenience fee because his customer care was not affective.

Once ******* repaired and reshipped the phone back to me, it was 6/19/24 before I could use the brand new phone I purchased. Since policy for Boost independent retailers is to reimburse for a bad phone, he may have sold me a defective phone that another customer returned.

Besides, to refund me was unacceptable due to having had already loaded all my personal information on the phone that he could have retrieved, then troubleshooted and repaired himself.

I am not satisfied due to the extreme inconvenience and poor customer care in regards to the situation. Therefore, am requesting compensation from the independent reseller.

Regards,

Tosca
Initial Complaint
Date:06/02/2024
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.
Ordered a phone through Boost Mobile. Didn't receive phone until May 6th 2024. Being billed for 2nd of each month. ******** refuses to reimburse 4 days of no phone use. States it's under terms and conditions. Being robbed of 4 days of no service.
Business Response
Date: 06/10/2024
June 4, 2024

Mr. *****************************
**************
*********, IN 46545

Re:          BBB Complaint #********
                ************ - *************

Dear ********************:

On June 3, 2024, we received your complaint, dated June 2,2024, filed with the Better Business Bureau.

You stated that you ordered a phone through our website, but you did not receive it until May 6, 2024, even though your service was activated on May 2, 2024. You requested a billing adjustment.

Our records indicate that when you submitted payment for order 7143-254574-8138, you were advised if you are getting a new phone number,your SIM card would be automatically activated within two to three days. The order was placed on April 30, 2024.

In the interest of customer service, a credit of $5.33 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

                *********************
Initial Complaint
Date:06/02/2024
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.
I have been a long time Boostmobile Customer however they have over charged me 5 times on one month period they did the same thing around this time last year over charged me again and again and when I did not get the money back I requested copys of those bill to wich CS said I had to get a Subpoena in order to get those bills now hear we are again a year later the same thing happening with no recourse. Something needs to be done they can't be allowed to keep stilling from People.
Business Response
Date: 06/26/2024
June 20, 2024

Ms. *********************
********************************
*******, WV 25801

Re:          BBB Complaint #********
                ************ - *************

Dear Ms. *************** June 3, 2024, we received your complaint, dated June 2, 2024, filed with the Better Business Bureau.

You stated you were charged five times in one billing period and you had the same issue last year. You requested copies of your bills, but this was refused. You requested a refund for the extra unauthorized payments.

Our records indicate a payment of $25.14 was made on March 28, 2024, for the next month. On April 2, 2024, two payments were made, one for $25.14 and another for $5.00. The payment of $5.00 was used for a 2 GB data pack. On April 9, 2024,the $25.14 payment made on April 2, 2024, was refunded. That same day, a $30.00 payment was made. On April 28, 2024, your account was charged $25.14 for the upcoming month. At the same time, a data pack was purchased for $5.00. No payments were made prior to the next payment for your monthly service on May 29, 2024; however, due to a credit balance, your service was not interrupted.

Of the payments made to your account in the period specified, none were found to be initiated by a Boost Mobile representative. We also found no evidence of any payments taken due to a system error. Your account currently has a credit balance of $2.26, and your service is paid through June 28, 2024.

Our review found no unauthorized payments and your billing is accurate; therefore,a refund is not warranted.

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

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