Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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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

4,964 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:05/22/2024
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 recently purchased a ******** Razr phone with Boost mobile on 05/08/2024, I paid $227.14. On 05/08/2024 I made a 47 minute call to boost mobile where the person helping me Told me, 1 - If I did not like the service I can get a partial refund excluding the days I used my data and that 2 - there Is no contract, the phone will be mine once I purchase it and receive it, no strings attached I would just need to pay for the $60 data plan as it is required but is cancellable without penalties.On 05-21-2024 I call back to cancel my plan after having bad experiences with the cellular service on a trip, I spoke to a representative and was told.1 - No particle refunds/any type of refund is ever allowed for the service, and I would only be able to have my plan cancelled once my current data plan hits its monthly end date.I then go online to a customer service chat and I was told as well that my phone is not mine, and I would have to pay for 12 months in order to have my phone work with other carriers even though the *** says if your phone is paid the service provider should unlock it. I think it was deceptive and false advertisement on their end to not have any time of wording or disclaimer about the phones and what strings are attached to them, I also do not like how I was lied to about what the terms where regarding the phone when Speaking to a representative.
Business Response
Date: 06/03/2024
May 28, 2024

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

Re:          BBB Complaint #********
                ************ -2024-05-11452

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

On May 22, 2024, we received your complaint, dated May 22,2024, filed with the Better Business Bureau.

You said that you were told you would receive a partial refund for the days of service you did not use. In addition, you were under the impression that the phone would be unlocked because you paid $227.14.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited. Our records show that a refund for $41.99 was issued as an exception on May 14, 2024.

Boost Mobile, like other carriers, sells phones at significantly discounted prices below the Manufacturers Suggested Retail Price (****). Therefore, 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 He purchased a ********

However,if you wish to pay the difference between what you paid, and the **** of $599.99,the phone will be unlocked. Applicable taxes apply.

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:05/21/2024
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 bought two lines of boost mobile service on April 22nd 2024. I spent all day trying to set up the electronic **** and on call with boost they couldnt fix it so I canceled services. They say I never canceled one line and both lines were denied for refunds. I tried calling them they said it was 30 days later I cancelled my service when it was the same day I purchased them. I bought them and less than 24 hours canceled and did the refund request. I have screen shots of all the transactions dates and the day I was on call with boost mobile I have phone receipts showing the days I called. Im pretty upset boost mobile refuses to help and were laughing at me and hung up on me I had to call multiple times today 5/21/24 around 9:00pm. They just wont help and Im not ok with paying for something I didnt receive. Im just looking for my refund thats all.
Business Response
Date: 06/14/2024
June 12, 2024

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

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

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

On May 22, 2024, we received your complaint, dated May 21, 2024, filed with the Better Business Bureau.

You stated that after having trouble activating service, you requested to cancel the same day. You indicated that your refund requests were denied. You would like a refund for the amount you paid: $22.65.

Our records indicate there was an issue when activating your line, resulting in the cancellation of your service that same day. I issued a refund of the two payments made: $10.07 and $12.58, totaling $22.65. Please allow seven business days for processing.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:05/21/2024
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 called 3 months ago to first suspend a line for a phone that was lost. Shortly after I realized it was long gone so I called back to cancel the line. The line was never cancelled. They just credit my account for the cost of the other line and I for the last 3 months have had to call and wait on hold for each time close to an hour. I last called may 17th, 3 days before my bill was due to ensure the line was cancelled. I was told to wait 48 hours or more for the line to show the cancellation but it still was showing my full payment. I called and spoke to ******, then supervisor ****** who both told me there was nothing They can do I have to pay for both lines. How is this even legal they were so unapologetic.
Business Response
Date: 06/10/2024
May 31, 2024

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

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

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

On May 23, 2024, we received your complaint, dated May 21,2024, filed with the Better Business Bureau.

You requested to cancel the line ending in 9786 because you lost the associated device, but it was not. You also said you had been receiving credits to cover the balance for the second line. In addition, you expressed concern with the customer service you received.

When we spoke, you confirmed you did not want to port the phone number ending in 9786 to a new provider, so the line was canceled on May 31, 2024, per your request. Your bill is now $72.00 per month going forward.

We strive to provide excellent 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

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

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:05/21/2024
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 about Boost infinite. They advertise $60/month and a new iPhone every time a new one comes out. Great! It would be great if the service works. I checked the map for my area, and it should all be amazing. It is terrible. I have called numerous times. Spend hours on the phone. This is not a new issue. It has been happening since the beginning. Now, my daughter's phone is in complete SOS. Had the same issue last week. They thought the fixed it. Now they can't fix it. Can't give me a timeline when it will be fixed. Won't let me speak to any higher **** "There's nothing I can do" is all I hear. Won't give me contact email. Won't let me speak to anyone. I'm just supossed to hang out and wait and pay for a service that I can't use. I would not mind paying for anything if the service actually works. It does not. They have people trapped in the service because of the payments on the phone.
Business Response
Date: 05/24/2024
May 23, 2024

Ms. *******************************
**************************************************

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

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

On May 22, 2024, we received your complaint, dated May 21, 2024, filed with the Better Business Bureau.

You said that you initiated service under the Infinite Access for iPhone plan for yourself and your daughter. You indicated that you have no coverage and your daughters phone is in complete SOS. You contacted customer care about this, but they were unable to resolve the issue. You requested to return the devices and for the financing loans to be cleared.

Phones purchased from Boost Infinite may be returned within 30 days of the *** shipment date, if the requirements listed here are met: ********************************************************.

Boost Infinite offers a 30-day money-back guarantee.If not satisfied with your Boost Infinite services, you can contact us at **************** within 30 days of initiating an account to cancel it. Once services are canceled, the first monthly plan charge amount will be refunded to the payment method on file.

A review of your account reflects that it was activated on October 26, 2023. When you contacted customer care on March ******, you were unable to finish the network configuration the agent recommended and you did not reach back out, as instructed. When you contacted us again on May 16, 2024, it was to request a PUK code for the line ending in 5744, which you were provided. During this call, you also indicated issues with the services. Therefore, a ticket was opened with our network team. This team notated your account on May 22, 2024, that they will be dispatching someone to verify coverage and make necessary changes at the provided location.

Our records show that you received a courtesy credit of $60.00 on May 21, 2024, for this issue.

As you are outside both the regular return window and the 30-day money-back guarantee window, we decline your request to return your devices for a refund.

We regret any inconvenience this may have caused.

Sincerely,

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

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

                *********************;
Initial Complaint
Date:05/21/2024
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 bought 2 lines with 2 iPhone 15s. I have ZERO coverage in many locations (very large cities with supposed full coverage). In my home Im not receiving calls, have many failed calls out, dropped calls, text messages wont send. iMessages wont send and then fail as SMS. I call Boost Infinite. I tell them the coverage is horrible. The person from their support department said she was doing some sort of update or sending some type of request to help with my network connection. She tells me I am in a densely covered area and should be ok. Doesnt work. I need coverage. I decide Im going to return the phones, cancel the service and ask for a refund. I go into my Amazon app and it says its past the return period - almost 2 weeks before! I call Boost and tell them I want to cancel and a refund. They tell me I have to request a return through Amazon. I tell him about the return window mentioned in the app. He tells me thats not right and to call Amazon customer service. I do. I get Amazon on the phone and the first girl tells me thats not right. The deal only applied up to 14 days if you purchase the phone through Amazon!Where did it say in the contract? So I call Boost back and explain the issue. My phone hung up on me 10 times as Im on hold with them. Finally someone answers and She tell me it only applies if directly from Amazon Infinite instead of from the Boost infinite store in Amazon. They are still the seller! I tell them the coverage issues, the 30 day money back guarantee NOT stating that if you decide to get the phones through their Amazon store that its different. They tell me there is nothing they can do. I demand to speak to a supervisor and Im told We dont have supervisors. We have trainers and they handle HR and training. They dont take calls. There is no one else for you to speak to. Im told there is no other departments. I call back and am told a repeat of the above now have two phones that dont work and almost no coverage!
Business Response
Date: 05/24/2024
May 23, 2024

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

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

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

On May 21, 2024, we received your complaint, dated May 21, 2024, filed with the Better Business Bureau.

You stated that you purchased two phones. Since activating them, you have had zero coverage while at home. You contacted us about this, and you were advised that you are in a densely populated area with average coverage. You requested to return your phones for a refund; however, your request was denied, as Amazon only allowed 14 days and not the usual 30-day return window. You also expressed dissatisfaction with the customer service you received. You want to return the phones for a refund under our 30-day money-back guarantee.

Boost Infinite does offer a 30-day money-back guarantee. If not satisfied with your Boost Infinite services, you can contact us at **************** within 30 days of initiating an account to cancel it. Once services are canceled, the first monthly plan charge amount will be refunded to the payment method on file.

Phones purchased from our website may be returned within 30 days of the *** shipment date, if the requirements listed here are met: ********************************************************. Please note that as you did not purchase the phones from the website, this return policy does not apply to you.

A review of your account reflects that you activated services on March 14, 2024. There has been one call for poor signal, on March 28, 2024, which was resolved through troubleshooting; however, no further calls were made. On April 19, 2024, our market team was dispatched to your area and found no issues with the coverage. If you are experiencing issues with the services not working as intended, we recommend contacting customer care and going through the troubleshooting.

As your account is past the ****** money-back guarantee period and you are outside Amazons return window for the order, we decline your request to return the phones for a refund. In the interest of customer service, a $20.00 credit has been applied to your account.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *********************;
Initial Complaint
Date:05/21/2024
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.
We switched over 2 phones to Boost Infinite from Boost Mobile. One of the lines works fine. The other line had a faulty SIM card that was sent. We requested a replacement. This was 3 WEEKS AGO. The first SIM replacement never showed up after 2 weeks. Last week another replacement was supposedly sent out but it still HAS NOT been received. My son has been without a phone for 3 weeks. They supposedly do not have tracking numbers for replacement SIM cards sent out **** The refuse to overnight a replacement. They have given 1 month credit but, to me, that is not enough. I want 1 month for every week we do not have this phone. I want a replacement SIM card sent via overnight mail. I want someone to handle this that will not lie about it. I have spent much time on the phone and on Chat with different people, yet here we are still with no working phone.
Business Response
Date: 05/28/2024
May 26, 2024

*********************************
****************** S.
***********, ********

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

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

On May 21, 2024, we received your complaint, dated May 21, 2024, filed with the Better Business Bureau.

You stated you experienced difficulty receiving a replacement SIM card. You requested an additional adjustment past the $50.00 you already received, and for the replacement SIM card to be mailed to you overnight.

When we spoke today, I confirmed that a SIM card was mailed to you on May 22, 2024,and to expect it within five business days. I also applied an additional $25.00 adjustment to your account for the inconvenience.

If you have any additional questions or concerns, please contact me directly at **************.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 06/04/2024

Complaint: 21739605

I am rejecting this response because:
I was called by **** and explained the whole situation. A credit for the service on the non-working phone was given almost immediately.
However, we still DO NOT have a replacement SIM card. **** himself, an employee of this company, could not get any answers from the warehouse that supposedly shipped said SIM card. "They said it was shipped" was the only information that I got. STILL no SIM card has arrived. So the problem still exists. There is apparently no solution as the warehouse seems impossible to work with. **** helped as much as he could. I believe this situation will only be resolved by climbing much further up the corporate ladder and pointing out the ineptness and lack of customer care that comes out of the warehouse.

Sincerely,

*****************************
Business Response
Date: 06/14/2024
June 13, 2024

*********************************
****************** S.
***********, ********

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

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

On June 12, 2024, we received your rebuttal, dated June 11, 2024, filed with the Better Business Bureau.

You stated that you have not received the *** card yet. You requested an update on its status.

The *** card mailed on May 22, 2024, did not carry the complete mailing address. A new *** card order was placed on June 1, 2024, with the corrected address. I applied an additional $25.52 credit to your Boost Infinite account as compensation for the delay.

Please contact me directly at **************, if the *** card has not been received.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 06/14/2024

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:05/21/2024
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 bought a Boost Mobile phone from their website on 03/22/2024. This was an upgrade. A ******* Galaxy A25 costing $109.01 with tax. I received the phone, but didn't go to switch the number until 05/13/2024 at ****************************. The guy charged me $46.71 to put a new sim card in my phone, and tried to activate it with no success. I asked him if he could put my number back on my old phone since it wasn't working with the new one. He stated he'd have to charge me again. I asked for a refund, but he denied the request. Since 05/13/24 I have been without a phone. Every time my girlfriend tries to call to figure out what is going on with the phone service she gets the runaround from customer service people in other countries who seem to like saying I'm very sorry, but we've exhausted all options. I think I've been issued 2 $5 credits, but that's nothing compared to over a week without a phone. They just deducted the monthly bill in the full amount. For a phone that's not working. I would like a new phone or for them to figure out what's wrong with their phone or service.
Business Response
Date: 06/10/2024
June 5, 2024

*********************************
*************************** S.
***********, MN 55406

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

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

On May 21, 2024, we received your complaint, dated May 21,2024, filed with the Better Business Bureau.

You said you purchased a device on March 22, 2024, and you were charged $46.71 to activate it. However, you were unable to, so you requested for your phone number to go back to your old phone. You were told you would be charged again, and you were denied a refund. You also expressed concern with the customer service you received. You requested that we find out what is wrong with your device, give you a new one and to receive a refund.

My attempts to contact you at ************** on June 1 and 5,2024, were unsuccessful, but I left a message each time. I also sent an email to ************************* with a request that you contact me.

Our records show that you spoke with ****** around June 3, 2024, and she offered you $80.00 worth of account credits to compensate you for the time you were without service.

I regret the way your issue was handled by our representatives. Thank you for bringing this issue to our attention, so that we may address it 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: 06/11/2024
I had filed a complaint before. I bought a brand new phone from boost, and when I went to switch it over the phone wouldn't work. I was without a phone from 05/10 for at least a couple weeks. I filed a complaint, and my phone was switched on soon after. A lady then called me informing me she had given me 50 dollars credit. After talking with her some more, she added an additional 25 dollars credit, and put some kind of monitoring of the internet speed. The phone worked for a couple days. Then I lost the network again. I can't call or text, and I don't have mobile data. This is going on a month. I want them to either fix this phone or switch the sim, whatever the problem is, or send me a new phone and help me activate it because this one is not working. Or refund my money for the phone, the activation which never worked, and the monthly bill I paid for services I'm not receiving.
Desired Resolution: Refund
Initial Complaint
Date:05/20/2024
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.
5/20/24. I paid $10.00 on Boost Mobile App to get extra 10GB Data because Boost Mobile is scamming customers by charging them $60.09 for unlimited data, text etc but when I reached 50GB Boost Slowed my Internet to the point I can't use Internet, Watch Videos, Movies etc because the Internet is Very, Very, VERY Slow. Boost never added the 10GB. I called Boost all day today talked to numerous Tech Support who hade me go through at 6 different steps Nothing worked. I requested a refund every customer agent said no but offered me $10.00 Credit I Said NO. 5/29/24 I'm Canceling My *************** Somewhere Else. This is a big scam. I want a refund sent back to my Credit Card because Boost Scammed me & never added the 10GB to my account. Thank you.Mr. *************************.
Business Response
Date: 05/29/2024
May 23, 2024

Mr. *************************
****************************************************************************************

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

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

On May 21, 2024, we received your complaint, dated May 20,2024, filed with the Better Business Bureau.

You said that you had to purchase a $10.00 10 GB data pack on May 20, 2024, because your data was throttled. However, you were still unable to view movies or videos, and customer care was unable to solve the issue. You requested a refund, but you were offered a credit instead. You declined the credit and you said you would be canceling your service. You requested a refund, as the $10.00 GB data pack did not work.

When your plans applicable 5G/4G data allotment is depleted,we will reduce the throughput data to 512 kbps for the remainder of your plans billing cycle. During this time, you may experience longer load times for certain web pages and downloads as well as a slower streaming experience from some content providers and/or applications. However, any speed changes will not impact or affect your ability to make phone calls or send text messages from your phone. Your data speeds will be restored at the beginning of your next plan cycle.

Our records confirm that a $10.00 10 GB data pack was successfully added to your account on May 20, 2024, and as of today, May 23,2024, 1.16 GB of data has been used.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.

When we spoke on the phone today, May 23, 2024, I explained Boost Mobiles refund policy, as well as your data plan Terms and Conditions. You were unsatisfied with this explanation and disconnected our call.

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 Escalation Team
Boost Mobile, L.L.C.

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

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

Customer Answer
Date: 05/29/2024

Complaint: ******** I am rejecting this response because Boost Mobile in fact did not add the 10GB to my acct as the photos I submitted clearly show but if Boost Mobile (A Million Dollar A Day Business & their Evil, Sinful, Wicked Employees)!. Choose to Steal $10.00 from me then they have more to worry about than me. I have since filed complaints with The **** FTC, ILL ATTORNEY GENERAL OFFICE FOR FRAUD!. WHAT GOES AROUND DEFINITELY COMES BACK AROUND!!!!. Please BBB Close Out This Complaint!!!!. Thank you.
Mr. *************************.
Initial Complaint
Date:05/20/2024
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.
On Friday, May 10, 2024 both of my Boost Infinite Accounts stopped working, It will not connect to the Boost Infinite network. All bills are current, hours spent on the phone with very nice but not helpful customer service staff to no avail. ********************** Infinite cannot make our phones work. I have been repeatedly told that they are "working on it". Have had 4 "service tickets" written, to no avail. Today is now day 11 with no resolution to this issue, One line started working three days ago but the primary line does not connect to their network. No one at the company can give me any idea of when it may work or if ever. They have given me bill credits, but that does not take the place of a working device. I would like to return my "free" I-phones to them and end any future contact with this company but they say I must pay the total price for the phones (that they cannot make work) as I am outside of the 30 day return policy. This is a total rip off and I would think borders on a fraud. They have promised a service that they cannot provide. and the "Free I phone on us" is not free. I understand the fine print in the agreement, but this is a totally unacceptable situation. Current Repair ticket is ******* opened May 14.
Customer Answer
Date: 05/22/2024
After 13 days of no service. Being run around with more techs than I can remember. One tech suggest we contact Apple. He called them and stayed on the line as long as they would let him. Apple determined it was possibly a hardware issue. I had to take the phone 40 miles each way to an Apple Store where the determined it was a hardware issue. They rebuilt the phone. It took 4 hours. I then returned home and had to call Boost to re initialize my phone. Took over an hour and two techs. But a lovely lady made it all happen. And now the phone works as it should. I question why it took 13 days for a tech to even suggest we try Apple.
So in one respect I apologize to Boost and in another respect I question the process.
thanks
*******************
Business Response
Date: 05/23/2024
May 23, 2024

***********************
****************************************
**********, IN 46140

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

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

On May 21, 2024, we received your complaint, dated May 20, 2024, filed with the Better Business Bureau.

You said that on May 10, 2024, both of your phones stopped working. Even though our representatives opened four separate tickets, the issue has not been resolved.You requested to be allowed to return these phones and port your phone numbers to another carrier.

On May 22, 2024, I left you a voice message and sent you an email requesting confirmation that the issues you have been experiencing were resolved, which is what is recorded on your account, which you confirmed via email and voice message.

As a courtesy, I applied a $50.00 credit to your account to cover an additional month of service.

Sincerely,

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

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

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

Customer Answer
Date: 05/23/2024

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:05/20/2024
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 was a customer at ****************** where they offered a government acp program which paid for phone bill month they pd ***** a month on a ***** plan.That was my plan several times I was told to renew my plan every 6 mo .Acp reviews once a year.i was charged because I didn't review in time and than told I didn't have acp program in which h I did have I called cust.service and was told to have resolved at the store.i went there several hours later the acp and boost mobile fixed the issue.I walked away knowing acp would pay my bill i would owe nothing.shortly after that fixing issue .I was told I was to be credited for me paying to have phone hooked up again .than again I was shut off I called they said no credit no acp program so I continued to pay bill when I was covered by acp every month disconnected and paid the bill when I shouldn't of been paying anything.several months worth.i tried to explain to them but they sent me to the store where she ****** always disputed.i never got anywhere .I stopped trying my phone was disconnected I would like to be refunded for the money o paid several times reconnection and bill that was pd by acp and I shouldn't of been charged for several months thank you I couldn't get resolved through boost at any time
Business Response
Date: 06/13/2024
June 12, 2024

*****************************
*******************. E11
**********, IA 50310

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

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

On May 23, 2024, we received your complaint, dated May 20,2024, filed with the Better Business Bureau.

You said you had an account with ******************** under the Affordable Connectivity Program (***), and we told you several times to reapply at one of our retail stores. You did as instructed, thought it was corrected,but you were unable to add the benefit to your account, and you had to pay for several months of service as a result. You requested a refund.

I found six applications under your information for the *** benefit, with the latest being created on August 29, 2023, as a benefit transfer that was qualified and enrolled on the same day. Your *** benefit was then removed on October 14, 2023, due to the benefit being transferred to a new service provider.

Please note: *** benefit applications are no longer being accepted, as the program is no longer being funded.

Your Boost Mobile account was interrupted due to non-payment on March 1, 2024.

Your request is denied, as a refund is not warranted.

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

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

Customer Answer
Date: 06/13/2024

Complaint: ********

I am rejecting this response because:
In the first place when i decided to go with boost the clerk had talked me into purchasing the phone and i could get free service through acp,I qualified and all went ok....for 5 months and at 6months was shut off .i was told I was late to reapply acp reapply once a year.since that was who was paying for service why should i have to reapply through boost? Well that was unheard of.so when this happened i paid reconnection fee and service charge of ***** was to get credited but never did .after this i pd several times my service was interupted.I know for a fact what boost put me through was uncalled for.They made me walk to boost to get resolved and it never did .**** would argue with me and always had a excuse for doing wrong I know they have no right to not fix this issue over the phone im disabled and have no transportation I know there is no value to the customer at all .The way i was talked to and never gave me a reason why i had to reapply in 6months .reapply for what i reapply with acp once a year. I couldn't make it there in time boost slaps me with reconnection fee on the reapply process no no I reapply with acp once a year. If there is a reason why i should be cohersted in to buying a phone with acp for free service and there was no free service.because of loop holes boost made up as the service went forward this is unheard of.my number was registered not only in my name it was in a *********************** name as well.I do not even know this person .i want a refund for the false statements and no contract no word of 6 months reinstatement through boost they was supposed to credit me never got fought for that was made to walk to store in the middle of covid and snow storm only to have them discoonnect me again .Now what is going on here isnt right i am not the only one who had numerous problems with boost. I was treated like trash and talked to like i didnt have a valid complaint. I do and i will not settle without compensation of the constant problems you people put me through and being falsly told of the acp approved me and was good to go never once was i told to reapply through boost every 6 months that isnt a reqyirement of the acp .was disconnected because I was late to reapply at store with boost not acp ? Like acp says i had to do.reapplt through them acp once a year.
Sincerely,************************* 10#********

*************************
Business Response
Date: 06/26/2024
June 24, 2024

*****************************
*******************. E11
**********, IA 50310

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

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

On June 21, 2024, we received your rebuttal, dated June 21,2024, filed with the Better Business Bureau.

You said you had to reapply for the Affordable Connectivity Program (***) benefit once a year and several times with Boost Mobile. Your account was interrupted several times as well. You were also offered a $30.00 credit that you never received.

As previously explained, the national verifier for the *** benefit found six applications under your information, with the latest being created on August 29, 2023, as a benefit transfer that was qualified and enrolled on the same day. Your *** benefit was removed from your Boost Mobile account on October 14, 2023, due to it being transferred to a new service provider. *** benefit transfers or modifications are requested by the consumer and we required that our customers visit a participating ******************** retail store for further assistance.

Your account was interrupted due to non-payment on March 1,2024.

Our records indicate that on June 21, 2023, you were provided a one-time $30.00 account credit. No additional credit is warranted.

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

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

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