Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,964 total complaints in the last 3 years.
- 1,517 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/19/2024
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 1, 2024, I was expecting the delivery of my phone, which was rescheduled and marked as delivered on May 6, 2024, at 8:55 PM according to the tracking number 1ZOR954E3502209563. However, the phone was not delivered to me. I believe the phone was stolen by the *** worker who falsely marked it as delivered.I went through two claims processes with ***, but they were auto-closed due to the *** worker's knowledge of the system. It wasn't until I contacted a local warehouse supervisor named **** that any real progress was made. After her investigation, she found that the driver had been at home for hours when the delivery was marked as completed.Despite this resolution from ***, Boost Mobile is now telling me that they have not received this information from ***. As a result, I have been without my phone for three weeks, and the issue remains unresolved.I am requesting that Boost Mobile reissue my phone immediately, as I have already experienced significant delays and inconvenience. Your prompt attention to this matter would be greatly appreciated.Please note all of my calls with *** were recorded and I have the audio if needed.Business Response
Date: 05/22/2024
May 22, 2024
***************************
**************************************** 404
**************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On May 20, 2024, we received your complaint, dated May 19, 2024, filed with the Better Business Bureau.
You said that you ordered a phone on May 1, 2024, and the tracking number indicated it was delivered on May 6, 2024. However, you did not receive the device and you filed a claim with **** You mentioned that their investigation discovered the package was not delivered. You requested that we send out a replacement device.
Our records indicate order 8109-258955-2561 was marked as lost/stolen; therefore, a refund check of $51.10 was mailed to you on May 21, 2024. Please allow up to ten business days for delivery.
As a refund has been provided, a new order would need to be placed if you still want the phone.
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
*********************Customer Answer
Date: 05/22/2024
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:05/19/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
To whom it may concern,I purchased a ******* mobile phone with a one-year plan (order number 3313-471326-4770) on May 7, 2024. Subsequently, I realized that the phone would not arrive before my departure from the delivery address, leading me to cancel the order. I contacted customer service, and they confirmed that the plan's refund had been processed. However, they mentioned that the phone's refund would be issued only after its return to the warehouse. I requested *** to return the package to the sender. A few days later, the package has been returned, so I received a refund for the phone but not for the plan. Upon contacting customer service again, I was informed that the plan could not be refunded. This contradicts what I was initially told. I did not activate or use the service, and even the *** card was returned to the warehouse along with the phone. Since I cannot use the service and have not been refunded, I am requesting a full refund for the plan.Sincerely,ZihanBusiness Response
Date: 06/10/2024
May 30, 2024
*******************
*************************************************
*********************
Re: BBB Complaint #********
************ - *************
Dear *******************:
On May 20, 2024, we received your complaint, dated May 19,2024, filed with the Better Business Bureau.
You said you canceled an order for a ******* device and a one-year plan because the phone would not arrive before you were traveling. Our agent assured you that you would receive a refund for the plan, but you were later told it could not be refunded despite you not using the service and returning the phone and SIM card. You requested a full refund for the plan.
My attempt to contact you by phone at ************** on May 28, 2024, was unsuccessful, and I was not able to leave a voicemail. I also sent an email to you at ***************** with a request to contact me. I have not received a response.
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. We encourage you to contact your financial institution and work with them.
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:05/18/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
May 1 2024 I switched my phone service from cricket to boost mobile and On the 18th of may l discovered that my phone had been restricted for unlawful use. I contacted boost and went to the store to find out the problem and got no answers tried to get account info to transfer number and they will not provide. My phone number is connected to my business a bakery in ********** pa so its very important that I have the number. Back in 2021 boost took my ************ number after 15years of having that number for the same thing. I do nothing with the phone but make and receive calls and text messages. I just need o keep my phone number ************ please help me. contactedBusiness Response
Date: 05/29/2024
May 21, 2024
*********************************
**************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On May 20, 2024, we received your complaint, dated May 18,2024, filed with the Better Business Bureau.
You stated that your phone number has been restricted due to a violation of Terms and Conditions (T&C), and you have been unable to obtain your account information to port your phone number to a new carrier.
When we talked today, you confirmed that your phone number was ported to another carrier which is what our records show. You also requested additional information about what occurred to cause the T&C violation. I offered to reach out to the Compliance Team for more information and, requested they contact you directly.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*****************************Initial Complaint
Date:05/18/2024
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of Transaction: 05/18/2024 Amount of Money: $10.59 What the business committed to provide: A phone shipped within 3-5 business days. Nature of Dispute: The business lied about its service, failed to send confirmation number, lied about tracking through **** and failed to provide a resolution at all.Order #: 2019-588655-3272Business Response
Date: 05/29/2024
May 21, 2024
***************************
3929 Landmark Ct., Apt. 205
Chevy Chase, MD 20815
Re: BBB Complaint #********
************ - *************
Dear ****************:
On May 20, 2024, we received your complaint, dated May 18,2024, filed with the Better Business Bureau.
You stated that on May 18, 2024, you purchased a device for $10.59 that was supposed to be shipped within three to five days; however, it was not. You expressed dissatisfaction with the customer service you received. You are requesting a refund.
Our records indicate that order, 2019-588655-3272, shipped on May 14, 2024, via *** tracking number 1Z52A2591217752647 that indicates *** has been unable to deliver the package due to incorrect information provided. As a result, you will need to contact *** and update your shipping address so the package can be delivered.
Please note that our agents attempts to reach you on May 18, 2024, were unsuccessful; however, the agent left a voicemail advising you of the information.
We decline your request for a refund.
We regret any inconvenience you may have experienced.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*******************, #***
******,CO 80210
*********************Initial Complaint
Date:05/17/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I stop by a store on April 13 there was an advertising saying if you transfer a number to Boost you could pay $99 for the Iphone 11, I asked if I can lower my plan after a couple of months or perhaps switch a different company with that phone I was told yes and I changed my line from another company to Boos, after few days I called the customer service to check if that is truth and they lied to me, this company fraudulently advertise something that was not truth, they said that I have to be with company for 12 months even though is a prepaid phone and the minimum monthly pay is $60 which is the highest plan while they have lower plans, this is discrimination because they dont let you lower your plan and if you cannot afford more is not fare price. Now they made me buy a phone for $100 spend more a month in phone plans and made me leave my previous company where I was paying less for a flase promise. THIS IS A FRAUDLENT COMPANY WITH FALSE ADVERTISEMENTBusiness Response
Date: 06/11/2024
June 10, 2024
*******************************
******************* 2
******************
Re: BBB Complaint #********
*************
Dear ****************:
On May 20, 2024, we received your complaint, dated May 17,2024, filed with the Better Business Bureau.
You stated that you saw an advertisement at a Boost Mobile retail store for an iPhone 11 for $99.00. You asked the store employee and they answered in the affirmative that you would be able to change plans and/or port out to another company. You contacted customer care a few days later and found that this was not the case. You requested a billing adjustment.
My attempt to contact you by phone at ************** on June 10, 2024, was unsuccessful, but I left a voicemail.
When a device is purchased through Boost Mobile, it is locked to our network for a period of 12 months. A telephone number has no such restriction and can be transferred to another carrier at any time.
Our records indicate that you spoke to an agent on May 22,2024, who offered you a $90.00 credit over the next four months. This offer has been applied to your account.
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:05/17/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased an iPhone 12 pro *** fully unlocked back in October of 2022. I had my service transferred to it with no issues. A few months ago, I want to change providers to find out there that the iPhone was sim locked. I contacted boost to try and get the issue resolved and got nowhere. They ran the imei number and said it comes back that the phone is unlocked. but when I try to change service, it comes back that my current provider has it locked. I have tried numerous times to get boost to remove the sim lock and all they say is that the iPhone is already unlocked. I have had T-Mobile three-way call boost with me to tell them that is lock. I also have had apple and spectrum do the same. Boost tried to tell me apple had it locked, which they don't because apple don't do sim lock on phones. boost has told me it was locked when I bought it witch it wasn't or they wouldn't have been able to transfer my service. I provide a screen shot of my purchase that states it's a fully unlocked phone. if the phone had a sim lock when I bought it boost would have never been able to transfer service to it in the first place. Now that I'm trying to get away from boost, I can't do to the sim lock. I have done everything I can to try and get the sim lock lifted with no success. I would like them to stop telling me its fully unlocked and actually look into it and get the sim lock removed. I do not like the service or the way i get talked to when I have to call their customer service. very poor service and even worse customer service. I bought an unlocked phone so I can have who I wanted for service. they have no right whatsoever to even place a carrier lock on my phone. it was not even purchased through them. everyone I have contacted about this tells me my phone is lock besides boost. boost is the only ones who will tell me that my phones unlocked. they refuse to do anything to resolve this situation.Business Response
Date: 06/14/2024
June 13, 2024
***********************
***********************************. B5
Grant, MI 49327
Re: BBB Complaint #********
*************
Dear **********:
On May 20, 2024, we received your complaint, dated May 17,2024, filed with the Better Business Bureau.
You said you purchased an unlocked iPhone 12 Pro *** in October 2022, but you recently discovered it was locked and despite providing evidence of this fact and involving T-Mobile, Apple and Spectrum, Boost Mobile insists the device is unlocked: we claim it was locked when purchased, which contradicts your successful service transfer. You demand that we acknowledge the issue and unlock the phone. You also said we should improve our customer service.
Extensive research into this issue has resulted in an ongoing investigation regarding the origin of your device, and has resulted in additional communication between us and Apple being needed to come to a resolution.
When we last spoke on June 4, 2024, I informed you that I would continue to work on this issue and update you as more information becomes available to me. I also thanked you for your patience throughout this process.
We strive to provide excellent service and we regret that your experience has been unfavorable. We apologize for any inconvenience this has caused.
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:05/17/2024
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a phone online with this mobile company . This company activated a phone that I fully paid for and already has start charging me . I dont have the phone it is to be delivered on May 20,2024 . The representatives are trying to cover for boost . I definitely wouldnt activate a phone that I havent received . Boost has already generated a bill for June 15 . I havent received my phone . This company is wrong and I want a resolution .Proof of screenshots with Boost Mobile representatives .Business Response
Date: 05/29/2024
May 22, 2024
*************************************
45 Wall St.
***********, ** 10923
Re: BBB Complaint #********
************ - *************
Dear ********************:
On May 20, 2024, we received your complaint, dated May 17,2024, filed with the Better Business Bureau.
You expressed frustration with being charged for a month of service and your device being activated before you received it. You also said you should be able to pick a new plan instead of having the $60.00 one. In addition, you were told you cannot go to a new provider for 12 months despite paying for your device in full.
When you place your order, you check a box that states your service will not begin until your SIM card is activated,and if you are receiving a new phone number, your SIM card will be automatically activated 2-3 days after placing your order. Additionally, it is required for you to pay for the first month of service up front because it is a prepaid service. By making your payment, you agree to these terms.
Boost Mobile policy states that because you purchased your device at a highly discounted rate, you are required to stay on the higher plan to recoup this cost, and you are locked into it when you place your purchase online.
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
We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it. You paid the discounted price for the devicenot the full MSRP.
You may still go to another provider and port out your phone number, but we will not unlock your device.
We apologize that you do not like our policies, but you agreed to them when you began service.
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:05/17/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
March 20, 2024 Boost Mobile fraudulently removed $102 from my checking account. After 2 calls, on April 18, 2024, they supposedly refunded that amount back, but to the debit card that was canceled. I had tried on April 18, 2024 to give them the new debit card number to make the refund to, but they refused to take it. May 17. 2024, my bank FSNB tried to find the refund to no avail after 15 minutes. After 30 minutes talking to Boost Mobile, they basically told me to call my bank back as it was their issue. I feel as if I am being blown off by Boost ***** and left out in the cold minus $102.Business Response
Date: 06/10/2024
June 6, 2024
***********************************
*****************. G
***********, ********
Re: BBB Complaint #********
************ - *************
Dear ********************:
On May 17, 2024, we received your complaint, dated May 17,2024, filed with the Better Business Bureau.
You said that on March 20, 2024, we took $102.00 from your checking account without your knowledge or permission. You contacted us about this and we told you a refund would be issued, but it has not been received.
When we spoke today, June 6, 2024, I informed you that a $102.00 refund was processed on April 18, 2024, and I emailed you the information provided showing acceptance of this refund.
As a courtesy, I applied a service credit of one month to your Boost Mobile account. I also advised you to contact me at ************** if you need any additional assistance with your refund.
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:05/16/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I'm not sure of the date but the card information says ***** 11th I paid for my ***** 15 to *** 15th phone bill. About the same time I was online the phone was lagging and somehow I ordered a second line which I never wanted. I tried to get online and cancel this I was unsuccessful I tried calling it was passed hours I tried calling the second time a different day past hours so the third day I called I got a hold of somebody they said that the phone card comes activated and therefore I can't get a refund. I said whatever then let's cancel it I never opened the package that came to me I never use that second line but was automatically charged $22.24 on my card which was supposed to be one month on my existing line and one month at half price on the new line which I never used. Here it is *** 16th and my line is deactivated because they said I haven't paid *** to June but the 2224 was supposed to be a month on this line and a month on the other line at half price so I don't see how I have failed to pay for this month. I have talked to four five people and they all keep saying yes this was for ***** to *** so if I paid ***** to *** twice then why can't it roll forward to *** to June it doesn't make any sense to me. Not to mention all the other charges and everything for the second line which I never wanted never used the package is still on my piano unopened... I'm not going to pay a double month and then just get shut off and ignored. They keep asking me do I want a refund if my $22.24. and I keep telling them no I just want my line active what the h*** is the problem???Business Response
Date: 05/29/2024
May 21, 2024
Mr. ***************************
*************************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On May 17, 2024, we received your complaint, dated May 16,2024, filed with the Better Business Bureau.
You said that you inadvertently opened a second line on your Boost Mobile account and you were charged $22.24. However, your primary line was suspended. You cancelled the second line, and you are requesting that the primary line be reactivated.
A review of your account shows that your primary line has been reactivated and credits have been applied. The credits will be applied to your June 17, 2024, bill.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
*****************************Customer Answer
Date: 06/03/2024
Complaint: 21723760
I am rejecting this response because:I I accidentally opened a second line I tried to cancel it but your automated deal blah blah blah and it was only 5 days later when I got a hold of somebody finally and they said it came activated I don't care I never even opened the letter I still have the letter here unopened but they want to charge me for the line so go ahead do it but the 2224 was for a month service on my line and half price a month on the second line
I told them I don't want the second line and so they canceled it immediately.... He said it would take a month but it was canceled I never used it
But then come into the month and I've already paid for the month on the first line and it gets turned off
So I went and bought $30 card and got to turn back on and pay the next month again but I already had paid one month so I should have two more months service coming
It looks like there's only one on the account
I don't understand why I got disconnected at all considering that month was already paid for
When I wrote the last letter I wanted it turned back on but I went and bought a $30 card cuz I could've waited ....how long before this will get resolved. I've already talked to five different people there at least... at least.
Two of them understood it.
Or so they said.
But the rest basically telling me I'm stupid for having accidentally f****** done what the f*** ever I did online I don't even f****** know my phone was lagging or whatever but I did not f****** order something I did not approve to be auto pay etc etc and there was other fines on there too
Pardon my f****** language this is how I talk
Don't take it personal it's just how the f*** I talk.
I assure you I have a high IQ though.
My language is dumbed down to suit where I live.
Have a good day please and thank you.
*****.
Sincerely,
***************************Business Response
Date: 06/12/2024
June 11, 2024
Mr. ***************************
***********************************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On June 10, 2024, we received your rebuttal, dated June 7,2024, filed with the Better Business Bureau.
You said that you rejected my first response, because the issue was not resolved.You also said that you did not intend to open a second account, but you had already paid for the first month and the line was terminated. Therefore, you should have months of service available.
Although you do not specify exactly what was not resolved, in reading your first complaint, on May 16, 2024, it appears as though you are requesting a refund. Therefore, I applied a credit for $31.48, which is equal to two months of service. Your current balance is $49.62, which will cover your next three months of service. No refund is warranted.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*****************************Initial Complaint
Date:05/16/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 5/1, I placed an order for a phone from boost Mobile, I paid $261.59, the next day I received an email saying my order was canceled in the money would be refunded to me, they had *** directly return the package to them while it was in transit, it is been over 2 weeks now and I have yes received the money, when I reach out to them today they told me that I wouldn't be getting the full refund because of a 10-day money back guarantee, when they are the one that canceled the order and I never even use the device or the service because they canceled the order. Every time I try reaching out to them I get someone that barely speaks English and doesn't seem to understand anything and I'm saying and they are nowhere near helpful. I need help getting my money back from them because they seem reluctant to return it to meBusiness Response
Date: 05/29/2024
May 21, 2024
*****************************
************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ******************:
On May 17, 2024, we received your complaint, dated May 16,2024, filed with the Better Business Bureau.
You said that on May 1, 2024, you paid Boost Mobile $261.59 for a phone and service, but you received an email the next day stating that your order was canceled and that your payment would be refunded. You indicated that after two weeks, you have not received a refund and when you contacted customer service, you were told that you were ineligible for a refund, as it is beyond the 10-day return window. You requested that Boost Mobile provide a refund.
My attempt to contact you by phone at **************, on May 21, 2024, was unsuccessful, but I left a voicemail. I also sent an email to you at ************************* with a request to contact me.
Our records confirm that as of May 21, 2024, two refunds have been issued to your credit card on file, totaling $261.59 ($217.99 on May 16, 2024, and $43.60 on May 20, 2024). Please allow up to five business days for these transactions to process.
We apologize for any inconvenience this may have caused.
If there are further questions or concerns about this matter,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
*****************************
Boost Mobile is NOT a BBB Accredited Business.
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