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

4,964 total complaints in the last 3 years.
1,517 complaints closed in the last 12 months.

If you've experienced an issue

Submit a 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:05/13/2024
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.
One of my lines was suspended on 2023 by boost because it was hacked. My bill at the time was $100 a month. For a year I only have 1 line which is$60 a month. So if I don't pay the$100 they suspend my line. Although I only have 1 line which is$60. Basically I'm paying for a service not provided
Business Response
Date: 05/30/2024
May 25, 2024

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

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

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

On May 13, 2024, we received your complaint, dated May 13,2024, filed with the Better Business Bureau.

You said your line was suspended in 2023 because it was hacked. You disputed your bill, as you are paying $100.00 per month for one active line and your bill was previously $60.00 per month.

A review of your account shows that the line was suspended not for hacking reasons, but because activity on it was in violation of our terms and conditions. To review our Acceptable Use Policy, please visit *************************************************************************************************. For any additional concerns regarding this issue, please email ***********************************.

When we spoke, I informed you that when your line is suspended due to a violation of our terms and conditions, you will continue to be billed for it until you either port the phone number to another provider or cancel the line. You did not want to port the number to a new provider and you requested to cancel the line ending in 5098 on May 24, 2024. As a direct result, your monthly bill moving forward will be $60.00 per month for the one active line.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:05/12/2024
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.
******* is not allowing me to port my number to another provider
Business Response
Date: 05/17/2024
May 14, 2024

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

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

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

On May 13, 2024, we received your complaint, dated May 12,2024, filed with the Better Business Bureau.

You indicated that ******* is refusing to allow you to port out your number.

Please note that Republic Wireless is not affiliated with ******* Wireless. We recommend that you contact ******* directly for assistance with your account.

Sincerely,

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

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

                *********************
Initial Complaint
Date:05/12/2024
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.
9 may 2024 purchased a sim card kit and $5 card to activate my cel. Was not able so consulted boost mobile app and paid ***** by credit card. Day later cel was not activated. Called customer service and after long conversation with the rep was not given the satisfaction of a refund but only a lot of talk. ***** is not much but is the principle of the thing. If there never is a refund, just blacken their reputation for me. Companies like that should be stopped.
Business Response
Date: 05/23/2024
May 23, 2024

FILED ELECTRONICALLY

Better Business Bureau
************************ 200
*****, ID *****

            Re:      *******************
                        Your File No. 21701730
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated May 12, 2024, regarding the above-referenced account.

T-Mobile regrets any concerns ******************* may have regarding their refund request. Upon review and after contact with *******************,T-Mobile has confirmed that ******************* is in fact a T-Mobile customer, however,their matter is regarding Boost Mobile and not with their T-Mobile account. We respectfully request you forward this correspondence to Boost Mobile for further investigation and response.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA,INC.

*************************
Executive Response
Business Response
Date: 05/28/2024
May 24, 2024

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

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

Dear Mr. **************** May 24, 2024, we received your complaint, dated May 12,2024, filed with the Better Business Bureau.

You stated that on May 9, 2024, you purchased a SIM card kit and paid $5.00 to activate your phone. You mentioned that you were unable to activate it, so you logged onto the mobile app and paid an additional $12.63. You indicated that the following day the services were still not active, and customer care was unable to provide you a refund. You requested a refund.

Our records indicate that you paid $12.62 on May 9, 2024,for your first month of service, and you were able to activate a phone with the number ending in 7010. We are unable to locate the $5.00 charge. Please note that the account reflects usage.

As a review of your account showed it is outside the ten-day money-back guarantee and there is usage on it, we decline your request for a refund. If you are experiencing issues with the service not working as expected,we recommend contacting customer care by dialing 611 from your ********************** device and going through the applicable troubleshooting steps.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 06/20/2024
Please see attached.
Initial Complaint
Date:05/12/2024
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 had purchased an iPhone 11 for $100.00. I didn't have to finance the phone, and the only requirement was to start a $60.00 plan, and port in my own cell phone number. After I had the service for a month, I decided that my old cell phone service was better, and that I needed to go back to my old service. I then noticed, even though the cell phone, iPhone 11 was paid off, it was showing that the cell phone is still carrier locked. I called up Boost Mobile, and asked why the cell was currently carrier locked, and how long until the cell phone becomes unlocked. They told me even though the cell is paid off, they said it takes 12 months of service before they will unlock the device, but I believe that if they are requested to unlock the device, they are supposed to unlock it. Now, I need to get the phone unlocked, because the service is poor where i live, and Im not paying all this money to have interrupted service.
Business Response
Date: 06/03/2024
June 2, 2024

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

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

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

On May 13,2024, we received your complaint, dated May 12, 2024, filed with the Better Business Bureau.

You stated that after recently purchasing a device from ********************, you were informed the device is locked to our network. You decided to switch to a new provider due to technical issues you experienced, so you requested the device be unlocked and the information needed to port out your phone number.

My attempts to reach you at the phone number provided were unsuccessful.

I was unable to locate an active Boost Mobile account with the information provided.

Please note,Boost Mobile requires devices to remain active for 12 months prior to being eligible. As stated in your complaint, the device was purchased recently and therefore, would not be eligible for unlocking at this time.

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:05/12/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Boost Mobile have upgraded their system for the past 3 months I've been getting the same results when calling customer service overseas I've been with ******************** since 2011 and before then I was under another last name for 6 years my monthly billing cycle is the 14th of every month as stated above they have now changed my billing cycle to the 12th of every month three days advance for payment due on a prepaid cell phone and if I do not pay on the 12th my phone will then be disconnected when calling customer service I have to explain myself several time for the representative to understand my English there is no main office within the US for English speaking customers
Business Response
Date: 05/23/2024
May 14, 2024

Ms. *********************
************** SW
*****************

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

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

On May 13, 2023, we received your complaint, dated May 12,2024, filed with the Better Business Bureau.

You said we updated our system over the past three months,and your bill that is due on the 14th of each month was recently changed to the 12th without authorization. You also expressed dissatisfaction with the customer service you received.

******************** has historically provided service on the **** Network, which was operated by Sprint. After Sprint and T-Mobile merged in July 2021, T-Mobile announced its plan to shut down the remaining Sprint cellular towers, meaning phones that accessed the Sprint Network would no longer work.Despite our requests to delay this, T-Mobile refused and the old network started being decommissioned on March 31, 2022. Due to this occurrence, your account was migrated to a new billing platform on January 20, 2023.

Boost Mobile is a prepaid service; therefore, the entire account balance is required to be paid in advance of the new billing cycle start date. Text message alerts are sent to customers devices prior to the payment due date; however, we do not contact our customers by phone if a payment is missed.

Payments made to Boost Mobile cover 30 days of service.Please note that as some months have more than 30 days and some have less than 30 days, this can occasionally cause your payment date to change. A review of your account reflects that your monthly recurring charge (MRC) date has only changed due to this reason.

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

Sincerely,

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

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

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

Customer Answer
Date: 05/26/2024

Complaint: 21701109

I am rejecting this response because: with their statement in closed there shouldn't be a due date schedule the terms and agreement is conflicting and contradictory it's not according to their statement there should be 30 days countdown time not imposing me when to pay as I previously stated and sent copy of the monthly bill that says the 14th of every month

Sincerely,

*********************
Initial Complaint
Date:05/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In November 2023, I bought an IPhone 11 from a boost store (cost about $280). I started having issues and took it back to the store in April 2023 and was told that it was an issue with the phone and too bad so sad. To buy a replacement it would be more than the original because I did not qualify for an upgrade. I then contacted Boost for my transfer pin as I felt that ********************** should stand behind their product or at least not charge me for the service as the phone had no service. It was displaying an E on the service bar and would not let me text or call. They offered me an IPhone 12 for $212, which I purchased. On this RECORDED LINE, I provided the agent my shipping address. He said that it would be sent to that address but shipped it to an address I do not live at. I got confirmation of this order and went back and forth between *** and Boost for days. Once the phone was marked delivered to this address, and I was getting no help from *** or Boost, I disputed the charge on my cc. I went in store and bought another IPhone 11 (cost me $280, more than the lost IPhone 12) and added a whole new line to the account and removed one of the lines. I paid for my cell phone service, however Boost suspended my services telling me that I owe them $232 due to the chargeback. They refused to turn my cellphone back on although I paid for my service. I have now lost the $280 I paid in November along with $232 for a phone I did not receive. Not to mention the $280 it took to get a new phone in store.I am requesting that Boost return my money as I do not have the product and they were the ones that shipped it to the wrong location. There has been 0 accountability from this company and they push it off on *** when they are the ones that placed the order with the wrong address. *** could not reroute it due to Boost putting a restriction on the package and Boost refused to call *** to let them know that it was okay to reroute the package because they did not want to own their mistake.
Business Response
Date: 06/03/2024
May 29, 2024

*******************************
1587 *************************.
******, ** 41094

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

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

On May 13, 2024, we received your complaint, dated May 11,2024, filed with the Better Business Bureau.

You stated that the iPhone 11 you purchased at a Boost Mobile retail store in November ****************************** April of 2024. You then purchased an iPhone 12 directly, but the device was shipped to your old address and you never received it. You disputed this payment through your financial institution, but this caused your account to be suspended. You purchased another iPhone 11 at a retail store and activated it on your account. You requested to receive a refund.

Our records indicate that you called in through a retail store employee to our customer care department on April 20, 2024, to troubleshoot your original iPhone 11 that had trouble maintaining an internet connection.You then purchased the iPhone 12 through our website. Please note, you were given you the opportunity to verify the shipping address on the order, and Boost Mobile is not responsible for the device being shipped to the wrong address.

A review of your account shows that an $80.00 credit was applied to it in April, providing a full month of service at no cost as compensation for this issue. As a courtesy, we issued another $80.00 credit.

We apologize for any inconvenience you may have experienced.

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: 21699613

I am rejecting this response because:

The $80 credit that was given to me was because I wanted to switch carriers. While asking for a transfer PIN, one of your ********************** agents said they would give me an $80 credit for staying with you all and he would place an order for an IPhone 12 at $212. I confirmed my shipping address with the agent multiple times and he told me it would be shipped to my current address. The next morning I received confirmation of my order and noticed the shipping address was wrong. I got the run around with all of your Boost representatives who swore up and down that the phone would be rerouted if I contacted **** however Boost had a restriction on the package not allowing me to change the address. I contacted your customer service line multiple times, simply requesting that someone lift the restriction on the package or help me reach out to *** to have it rerouted.
*** has now contacted you all letting you all know that they were not able to locate the package. This was not mine nor *** fault but the customer service agent that placed my order on a recorded line. Pull the call and tell me how your agents $212 mistake should come out of my pocket? Take it out of his paycheck, not mine.
Your customer service team is the one that placed my order. I have got nothing for the inconvenience for my $212 order that I never got! The only thing I got was my phone shut off because I disputed the transaction with my bank due to the fact that I did not get the product.

Sincerely,

***************************
Customer Answer
Date: 06/08/2024
After disputing the charge with my bank, they gave me my money back. Boost Mobile then turned my phone off, although I have paid for my services (even paid for a new line and new phone in store). The only way they would reactivate my phone services is if I paid for the phone that I did not receive. I then had to pay for the order again to have my phone services restored.
Initial Complaint
Date:05/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had boost Mobile for 4 years, I put my daughter on the plan, when she was 18 she transferred the bill to her name. I went to mint mobile little over a year and a half ago, when I tried to Port my number, it took me two days and 6 hours of phone time to get it done, boost Mobile played every game in the book to try to keep me from leaving, but I was done with their sorry service. Now my oldest child who's still with boost mobile wants to leave, and they are playing games with her, mint mobile has tried to Port the number, with the pin number ********************** is giving them, does not work, this is the same thing they did to me. This is illegal and unethical, but boost Mobile is allowed to continually do this over and over to their customers, go on the internet and check how many people have posted about this behavior. If something isn't done soon I'm going to seek legal representation for a class action suit. You are my last attempt to get something done.
Business Response
Date: 06/07/2024
June 7, 2024

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

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

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

On May 13, 2024, we received your complaint, dated May 11,2024, filed with the Better Business Bureau.

You said that you have made numerous attempts to port out your phone number, but you keep being given the incorrect information.

We have been diligently working on this issue to determine the root cause and find a solution. As stated in my email to you on June 5, 2024, it was determined that the port-out PIN originally assigned to the account was incorrect. On June 7, 2024, I sent a follow-up email to inform you that the port-out PIN had been changed to *****. Once it has been determined the port out request is successful, I will initiate a refund for the last three payments made to your account.

I apologize for the inconvenience this has caused.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:05/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal complaint against Boost Mobile regarding a severe and ongoing issue with their service that has left me without reliable communication for an extended period.On April 20, 2024, my phone abruptly stopped functioning properly, displaying an error indicating no cellular data available. As a result, I was unable to make or receive calls or texts unless connected to Wi-Fi. This disruption in service caused me to miss vital communications, impacting both my personal and professional life, especially while I was away working.In response to this issue, I diligently sought assistance from Boost Mobile's technical support team multiple times to no avail. Furthermore, I visited an Apple store, a local Boost Mobile retailer, and Best Buy, all of whom confirmed that this was an ongoing problem with Boost Mobile services.Despite my efforts and the assurances of these various establishments, the issue persisted. Consequently, I reluctantly paid the deductible to obtain a replacement phone. However, to my dismay, the problem recurred within less than 24 hours of receiving the new device.On May 10, 2024, I contacted Boost Mobile once again to report the ongoing issue. Unfortunately, my experience with the Resolution Manager was exceedingly disappointing, as they were dismissive and unhelpful. Despite my years of loyalty to Boost Mobile, I was denied any form of compensation or credit for the service disruption.As a long-standing customer of over five years, I find this level of service and disregard for customer satisfaction utterly unacceptable. I am seeking resolution in the form of appropriate compensation for the period during which I was unable to utilize the services for which I had already paid.I kindly request your intervention to address this matter and ensure that Boost Mobile takes appropriate action to rectify the situation and prevent similar occurrences in the future.Thank you for your attention to this matter.
Business Response
Date: 05/28/2024
May 16, 2024

Ms. Cherubim *********
***************************************************

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

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

On May 13, 2024, we received your complaint, dated May 10,2024, filed with the Better Business Bureau.

You said you have been experiencing ongoing issues with being able to send and receive calls or text messages unless you are connected to Wi-Fi. You confirmed that this is a Boost Mobile issue. You replaced your device, but continued to experience issues. You also expressed frustration with the customer service you received. You requested an account credit.

When we spoke, you informed me your device is now working normally. As a courtesy, I offered a one-time credit of $30.00 for the time you were without service, which you accepted. This credit was applied to your account on May 15, 2024. If you experience service issues like the ones you did previously, please do not hesitate to reach out to advanced technical support at ****************, or you can contact me directly at **************.

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

Sincerely,

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

cc:           ****** /******* Better Business Bureau
                **********************************350
                ******,CO 80210

                *****************************
Initial Complaint
Date:05/10/2024
Type:Sales and Advertising 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.
Bait and switch. Company advertises a $15 per month mobile plan and discounted phones. When you sign up for the advertised plan it then asks you if you want to choose a phone. Then it shows you phones and prices. When you choose a phone it then changes the offer so that you must choose a $60 per month plan instead of the $15 per month plan already selected. I spoke with a customer service representative who agreed that I was right about the offer but then proceeded to attempt repeatedly to talk me into buying the more expensive plan. I have pictures and video showing the problem but this form will not allow me to upload everything.
Customer Answer
Date: 05/10/2024
Video of the entire bait and switch.
Business Response
Date: 05/23/2024
May 11, 2024

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

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

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

On May 10, 2024, we received your complaint, dated May 10,2024, filed with the Better Business Bureau.

You said that we advertise a monthly plan of $15.00 and discounted phones. However, after you select a phone and when you try to sign up for the $15.00 monthly plan, it forces you to change to a $60.00 monthly plan. You requested the advertised price be honored.

When signing up for services on www.boostmobile.com, the $15.00 monthly plan is available only if you bring your own compatible device or purchase a device from us at full price. If you select a phone at a discount rate, the $15.00 monthly plan is not available and only those plans that are will be shown.

We regret any confusion or 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: 05/23/2024

Complaint: 21694257

I am rejecting this response because: The website is misleading. It is a clear bait and switch. Simply restating company policy does not change this.

Sincerely,

***********************
Initial Complaint
Date:05/10/2024
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.
On March 24, 2024, I purchased an iPhone 15 Pro *** from Boost Infinite ("Boost") (order number 4759-086092-7634). The device was purchased on a financing plan, though I paid $106.80 in taxes upfront during order placement. On March 25, Boost shipped the device to me via *** (tracking number 1Z0R954E3501972098) (see attachment "BoostShippingEmail_3-25-24"). I received and activated the device on March 28. ********************** has a 30-day phone return policy, which indicates customers may return the device for any reason as long as a return authorization number (RA) is requested and the device is shipped back in its original packaging to the address provided by Boost. On April 19, I called Boost and requested a RA. I received it (and the return shipping address) later that day via email (RA-714875244759) (see attachment "BoostReturnEmail_4-19-24"). Due to buyer satisfaction, I shipped the iPhone back to Boost in its original packaging and in its original unused condition on April 21 via ***** (still within the 30-day return period) (***** tracking number ************). ***** indicates the iPhone was delivered (and signed for) on April 24 (see attachment "*****ProofOfDelivery_4-24-24"). To date (12 business days/more than two weeks later), I have received no communication at all from Boost that they received and inspected the device. I also have not received a billing adjustment for the cost of the device ($1,199.00) OR a refund for the $106.80 I paid in taxes. I called Boost customer support on May 8 but was told they were unsure of the status and that they would issue a ticket (but provided no ticket number) AND that I would receive a resolution via email within three business days. To date, I have received no resolution. Please do the bare minimum and adjust my account/bill to reflect that I no longer owe the full price of the phone ($1,199.00) AND issue a $106.80 refund to my original payment method for the taxes I paid upfront at order placement. Thank you.
Business Response
Date: 05/15/2024
May 14, 2024

***********************************
************************** Ct. NE, Apt. 12
*******, GA 30308

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

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

On May 10, 2024, we received your complaint, dated May 10, 2024, filed with the Better Business Bureau.

You stated you have not received a refund for the taxes you paid on a device you returned under our 30-day policy. You requested these funds be sent to your financial institution.

When we spoke today, I informed you that due to your financial institution not accepting the return, a $106.80 check will be mailed to your home address. Please allow up to six weeks for processing and delivery. You accepted this resolution.

Sincerely,

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

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

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

Customer Answer
Date: 05/23/2024
Hello, I received a call from Boost last week that they were mailing a check for the refund I requested. They said it could take up to eight weeks to receive the check. One I receive it, I'll send an update so the complaint can be resolved. Thank you.

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