Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

• 

  Team Mobile - Green Springs

  66 Green Springs Hwy Homewood, AL 35209-4902

• 

  Boost Mobile

  827 Taylor Ave Towson, MD 21286

• 

  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

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:05/07/2024

  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 paid my bill on April 28, 2024 for $60. Then on May 4, 2024 my service was cut off. I then called customer service and they said there was a charge back and the transaction had been disputed. I never disputed the charge so I called my bank and they said they never disputed it and the charge cleared my account and ********************** received $66. I have receipts from my bank as well as you all showing I paid it. The customer service insisted I got a refund on my **************** card. I do not have an ****************. I paid with my card. I do not understand how it is my problem that they messed up somebody elses payment or why they expect me to fix it. They told me I need to find the person with the card or dispute it with ****************. I wouldnt have access to do either of these. So I asked to speak to someone else and someone who claimed to be a supervisor got on the phone. He would talk in circles about an **************** as well and when I tried to explain thats not me and has nothing to do with me he told me I would just have to pay again to restore my service. I was on the phone for over an hour and then he hung up on me!!! So I still had no service, no money or a resolution. I then go into the store in person and ask them to help. They said the only way they can turn it back in is with a payment. I then pay another $60 dollars again. They also said another payment is due at the end of this month for next months service so that will be over $180 I would pay to have service for one month. This is ridiculous! I cannot get help in store and definitely not through customer service!! I have attached all the evidence. I expect to have the money Ive already paid be applied to my account or receive a full refund for all payments.

  Business Response

  Date: 05/31/2024

  May 30, 2024
  
  
  
  Ms. *******************************
  TN 37920
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On May 8, 2024, we received your complaint, dated May 7,2024, filed with the Better Business Bureau.
  
  You said you paid your bill on April 28, 2024, but your service was suspended due to a chargeback on May 4, 2024. You were informed the money from the chargeback was returned to an **************** card, but you do not have one of those. You also made a payment at a Boost Mobile retail store,but you had to make another payment at the end of the month for next months service. In addition, you expressed concern with the customer service you received. You requested your payments reflect on your account or to receive a refund.
  
  Our records show that a payment was made on the account using the **************** card on February 2, 2024. This was the payment chargeback (dispute) and won in your favor on May 4, 2024, causing your service to be suspended. Because you did not actually pay for service that month, the $60.00 needed to reinstate the service was valid. Additionally, your MRC date is the 29th of each month and because Boost Mobile is a prepaid service, a payment needs to be made by May 29, 2024, to receive service for the month of June.
  
  All of your payments have reflected correctly on your account and no refund is warranted.
  
  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: 06/03/2024

   
  Complaint: 21676820
  
  I am rejecting this response because:
  
  Nobody read what I submitted the first time. The explanation is completely wrong. You have to have someones card information to charge them and this includes a name. When I went in person in the store, she showed me the **************** card had a completely different name. This person no longer has this number. Therefore two people were charged for one month, including me. I made my payment on February 28 which was confirmed by both Boost Mobile and my bank. So whoever was charged on the 2nd was clearly a different person and a completely different card with a completely different name. I also contacted my bank and they confirmed I never received a refund nor did they dispute it. So me and the other person were both charged. And when they disputed their charge it cut off my service. I then had to pay another $60 to get the service for the rest of the month which I also included receipts for then and now. There is no question about it all you have to do is look at all of the receipts. Boost mobile is the only one with access to their system and thats why they are taking advantage of people. Its pretty straight forward in writing so I dont understand why the same thing is being repeated over and over again. Obviously nobody looked the first time. I dont even have an **************** or even a credit card at that. *** does my name start with a B and last name with an L. If I never made a payment then why was I charged $130 or how did I have service? Look at the evidence and then go look at it again. They have access to payment history. They have access to all the information for both cards. And now they have all the receipts not once but twice. Yet I still get the same answer through email, through customer service, and now this. If this isnt ******* clear than they are being enabled to scam people. Look and the writing on the wall and take responsibility. 
  

  I have now been restricted by what I can upload. I cannot upload any file. So look at the original files I uploaded. If I need to print all this out and bring it in person or sit face to face since this doesnt seem to be clear enough I can and I will. 
  Sincerely,
  
  *****************************;

  Business Response

  Date: 06/12/2024

  June 11, 2024
  
  
  
  Ms. *******************************
  TN 37920
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On June 10, 2024, we received your rebuttal, dated June 7,2024, filed with the Better Business Bureau.
  
  You maintain the **************** card charged does not belong to you; therefore, two people were charged for service in February, and you expressed frustration with your service being suspended due to the chargeback.You said you made a payment on February 28, 2024, and included a receipt in your previous complaint and confirmed Boost Mobile received the payment.
  
  When we spoke, I informed you that no payment was received by you in February 2024; we only received the payment from the **************** card, which is why your service was suspended when the chargeback hit in May. You received a free month of service; you were not overcharged.
  
  When I asked for proof of the payment you said you made directly to Boost Mobile in February 2024, you informed me it was made through www.billtopup.com. I informed you that payments made to this website are invalid, as it is not affiliated with Boost Mobile and will not reflect on Boost Mobiles payment system. I advised you to make a payment on your MyBoost account, by calling into customer care or in a ******************** retail store. You said that you understood.
  
  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:05/06/2024

  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've been a Boost Mobile customer for several years now, and my bill has always been paid on time. However, I've had significant issues with service disruptions throughout this time. The most recent disruption started this past Thurs, 5/2/24, and is still ongoing as of today Mon, 5/6/24. This has been 5 full days with no service on my PREPAID account. I can't receive or make any calls or texts and there is no data connection. I've had a total outage for 5 (going on 6) straight days. I've called Boost Mobile several times over the last few days to try to get this issue resolved. They've been incapable of resolving the issue. I've been told different excuses (some agents say that towers are down in my area, others say there's no outage in my area). I called again today (Mon, 5/6) and spoke with a "resolution supervisor" named *******. He was absolutely no help at all, and was actually very insulting. His first comment to me was that Boost would not provide me with any "compensation" for this problem. He said I wouldn't even receive a credit for the days that I haven't had service. I asked him how can a company possibly think it's ok to keep money that I've already PREPAID for a month of service, when that service has not worked at all for the past 5 days (now going into the 6th day at the time I'm writing this). I'm on a $25/month prepaid plan. Meaning that I pay a month in advance for service that Boost is supposed to provide the following month. In this case, I paid my $25 bill in April which covers phone services from April 11, 2024 through May 10, 2024. Again, I have not had any service since May 2, 2024.I understand the amount in question is not substantial, but that isn't the point at all. The issue is the complete lack of respect for the customer and the refusal to do anything to help. I should either have working phone service or a refund/credit for each day I am without service that I've already paid for. Right now, I don't have either of those things.

  Customer Answer

  Date: 05/06/2024

  Thank you very much for providing me with the Complaint ID. I wanted to send you the phone number for my Boost Mobile account, in case the business requires that information in order to respond to the complaint. The phone number is ************. As stated in my complaint, this number has not had any service since May 2, 2024. That's why I provided an alternate contact number along with my email address when I submitted my initial complaint, as I am not able to receive calls or messages on the Boost Mobile number. Thank you so much for your help.

  Regards,

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

   

  Business Response

  Date: 05/23/2024

  May 16, 2024
  
  
  
  *********************************
  La Crosse, VA 23950
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On May 7, 2024, we received your complaint, dated May 6,2024, filed with the Better Business Bureau.
  
  You said you have been experiencing service disruptions for the last five days preventing you from making or receiving texts and calls. You expressed concern with the customer service you received during this period, as you were provided different explanations, and the supervisor you spoke to was rude and denied you a credit. You requested a refund.
  
  Our records show you may have been affected by degraded towers in your area, but you have since ported your number to a new provider.Because your account is no longer active, I am unable to provide you any credits for time without service.
  
  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 strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **********************************350
                  ******,CO 80210
  
                  *****************************
  
  

  Customer Answer

  Date: 05/26/2024

   
  Complaint: 21674478
  
  I am rejecting this response because:

  The response from Boost does nothing to rectify the treatment I received from the Resolution Supervisor. His name is *******. I don't have a last name as they don't provide customers with last names, but I'm sure they can determine who he is by reviewing my account and seeing who I spoke with. He needs to receive disciplinary action for not only being rude and condescending but also for lying to a customer. He lied to me when he said that it was impossible for me to receive a credit for the time that I was without service. That is clearly an option that Boost has, and I know for a fact that it has been done before.

  After this incident happened, I ported my number to a much better carrier which actually knows how to treat its customers with respect. The response I received from Boost seemed to be focused only on telling me that they cannot provide a credit for service or any refund because I've ported my number and the account is closed. I am well aware of that. As I stated in my original complaint, this isn't even about the money. It's about the principle of how they treat their customers. But even in their response they couldn't go beyond the financial aspect. Perhaps that's the issue here. They need to stop worrying so much about nickel and diming people and be more concerned with how they are actually treating customers. Train your employees, especially your "supervisors" to treat customers with respect and honesty, and take disciplinary action when they don't. Letting this kind of behavior continue without any consequences is one reason that Boost has so many customer complaints.

  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 05/26/2024

  My apologies, I forgot to add this information in my rejection of the response from Boost. I wanted to add that my Boost account was not closed at the time that I submitted my original BBB complaint. I ported the number to a different carrier on May 8th because my next Boost payment was due on May 10th, and I refused to give that company another dime of my money to pay for service that wasn't working. I wasn't going to pay for another month when the service already wasn't working and I had received no indication from Boost that they would credit my account for the time I was without service, nor any idea of when the service would even be restored.

• Initial Complaint

  Date:05/06/2024

  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 purchased a phone via Boost online on 3/27/24. Their delivery carrier of choice was **** I received notification from *** that my pkg was lost on 4/1/24 and filed a claim#**A259 with **** I received notification on 4/4/24 from *** that the claim was issued to Boost(the sender)and I would need to follow-up with them to receive my refund. I contacted Boost on 4/4/24 and opened a ticket# *******. They said it would take 2wks to investigate and issue my refund. I called back on 4/18/24 they said it would take 2wks to investigate and issue my refund. I called back on 4/27/24 I was told the same thing. I called again today and they first say they don't have any record of a refund being owed. Then once I advise that I have the supporting emails, I was told again that it would take 2wks to investigate and issue my refund. I just want my money returned for a product that I didn't receive. Thank you!

  Business Response

  Date: 05/28/2024

  May 21, 2024
  
  
  
  Ms. *************************
  ***************************************** SW
  *******, ** 24016
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On May 7, 2024, we received your complaint, dated May 6, 2024, filed with the Better Business Bureau.
  
  You stated that a device you purchased from Boost Mobile was lost in transit by **** Although the claim that you filed with *** was approved, you have not received your refund of $52.64. You requested that a refund be processed.
  
  Our records indicate that a refund was processed on May 9, 2024, for $52.64 to the **** credit card account used for the original purchase. Please allow up to 10 business days for processing. 
  
  If there are further questions or concerns about this issue, please feel free to contact me directly at **************.
  
  Sincerely,
  
  
  
  ***********************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:          ****** / ******* Better Business Bureau
                  ********************, #***
                  ******, CO 80210
  
                  *****************************

• Initial Complaint

  Date:05/06/2024

  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 have been a boost mobile customer for 15 years. My account is on auto pay and my payment posted on approx 4/27/24. My device text /phone/hot spot reset as usual , however the data did not. I have spoken to multiple customer service and technical representatives over the last 8 days. I have performed multiple often repeat operations on my phone to "fix" the issue. I always assured it will reset and just to keep an eye on it. The last person I spoke to told me I had used all my data which I explained was not the case. It seems every person here is just passing the buck and they can't fix the issue, I will soon be changing companies as this is just unacceptable. I paid 50 dollars for my unlimited data plan and I'm dealing with no internet or internet too slow too load. I would like my $50 refunded to me.

  Business Response

  Date: 05/23/2024

  May 16, 2024
  
  
  
  ***********************************
  ***************** 42
  *******, ** 17331
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On May 7, 2024, we received your complaint, dated May 6,2024, filed with the Better Business Bureau.
  
  You said that your data allotment did not reset after you made a payment. 
  
  After an extensive review of your account, we adjusted your data allotment profile and the issue has been resolved.
  
  We apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **********************************350
                  ******,CO 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:05/05/2024

  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 ordered a new phone and SIM card from Boost Mobile. I've had the device for a four days now and can't get it activated. Everytime I chat with customer service, I get an excuse about how they are trying to figure things out.

  Business Response

  Date: 05/16/2024

  May 11, 2024
  
  
  
  ***************************
  24700 ***** Ct.
  *********, CA 93561
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On May 6, 2024, we received your complaint, dated May 5,2024, filed with the Better Business Bureau.
  
  You said you ordered a new device and SIM card from Boost Mobile, but you cannot activate it. You said every time you spoke with customer service, you were unable to reach a resolution.
  
  When we spoke, I informed you that in order for me to look into your issue further, your line would need to be active (it is currently in a pending disconnection status). You informed me that you are no longer interested in keeping the service or going through additional troubleshooting,and you want to keep the line disconnected. You said that you consider this matter resolved.
  
  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.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************
                  ******,CO 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:05/05/2024

  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 have been trying to get phone service for myself and my son.currently there is a promotion that allows financing of the devices and a reasonable plan Amount seeing I am almost eight months pregnant. I have been transfered several times,hung up on,kicked out of he system for days . Talked to person after person verified my identity and they have bought my credit score down doing aof credit checks after and after. They have not once resolved an issue for me I have no phone to call my fiancee who is over seas fighting in the army. This is the worst company ever and I'm surprised that my baby hasn't come early because of all the stress. Please help me tho I'm a nobody .please im begging for your help immediately not weeks

  Business Response

  Date: 05/10/2024

  
  May 10, 2024
  
  
  
  ***************************
  ***************************. 11D
  *****, ** 10453
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ************:
  
  On May 6,2024, we received your complaint, dated May 5,2024, filed with the Better Business Bureau.
  
  You stated that you have been trying to get our service, but the system is not allowing the order to process. You requested assistance.
  
  We spoke by telephone on May 7, 2024. Our team worked on creating a bypass on the system to allow you to complete your service order. On May 9, 2024, our records show that an order was initiated for an iPhone 15 Pro Max.
  
  We apologize for any inconvenience this may have caused.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  DISH Wireless, L.L.C.
  
  cc:          ****** / ******* Better Business Bureau
                  ***********************************350
                  ******, CO 80210
  
                  *********************
  

• Initial Complaint

  Date:05/05/2024

  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.

  April 4, 2024 I placed an order for a pink iPhone 15 plus on Amazon.com. I was charged $60 for activation which was paid to Boost Infinite via AmazonPay. Approximately ***** minutes after placing the order and receiving an email from Amazon asking me to call in an verify the order (which I did) and being placed on hold and bounced around from person to person having to answer repetitive questions I ended up ****** off and told the person I was speaking with to cancel the order, refund my $60, and completely delete my account. The account was deleted, the order was canceled, no merchandise was ever shipped outhoweverBoost Infinite absolutely accepted my $60 activation fee from AmazonPay unfortunately neither Amazon nor Boost have refunded my money.

  Business Response

  Date: 05/10/2024

  May 7, 2024
  
  
  
  Mr. *****************************
  ********************
  ********, GA 30058 
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On May 6, 2024, we received your complaint, dated May 5, 2024, filed with the Better Business Bureau.
  
  You said that you ordered an iPhone 15 Plus through Amazon and you were charged a $60.00 activation fee. You then received an email from Amazon requesting that you call them to verify the order, which you did. However, after being transferred multiple times, you decided to cancel the order, but we refused to refund the $60.00 activation fee.
  
  A review of our records located the $60.00 activation charge that is the subject of your complaint. Since an account was not activated, a refund will be issued for this amount and sent to your address.
  
  We regret any inconvenience.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  *****************************

  Customer Answer

  Date: 05/17/2024

  I havent responded because the matter has yet to be resolved. I was told Id receive a refund check in the mail. I have not received said check as of yet. I cannot say whether I accept the outcome at this point in time as Im still waiting to see if what was said would happen actually happens. 

  Business Response

  Date: 05/29/2024

  May 29, 2024
  
  
  
  Mr. *****************************
  ********************
  ******************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On May 24, 2024, we received your rebuttal, dated May 24,2024, filed with the Better Business Bureau.
  
  You said you have not yet received the $60.00 refund.
  
  Our records show that the refund was issued on May 7, 2024,but it was not cashed or negotiated; therefore, we placed a stop payment and reissued it.
  
  Your refund will be delivered by check to ***************************************. Please allow 10 to 12 business days for delivery.
  
  We apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  *****************************
  

  Customer Answer

  Date: 05/29/2024

  Ive not received or cashed any check as of the writing of this message. I emailed them inquiring about the status of my refund, as it had been over a week since I was told it had been issued. I received a response a few days later saying they were waiting to verify that the check hadnt been cashed and assuring me that it was in fact mailed out. The email had an extremely accusatory tone/wording that I found extremely infuriating. Its been almost 3 months since my money was taken for services not rendered, and Im fresh out of patience. I shouldn't have to fight for money that IS ALREADY MINE for months only to be met each time by excuses, issues, and thinly veiled accusations. So my answer is the same as the last time. I do not accept their response to my complaint because Ive yet to see the promised outcome materialize. I have notified my attorney and brought him up to speed on the situation. I notified the person who initially contacted me from Boost that he could direct any future communication to my attorney. So far, there has been no response to the two emails sent from my attorney's office. If I dont receive the check thats allegedly been reissued and mailed by June 6, 2024, and the matter can be sorted out by the legal system, no matter how long that might take, as $60 is no longer the paramount issue, having been replaced with the principle of the situation, i.e., the flippant attitude and unprofessional approach thats been used by Boost Infinite since the get-go. I appreciate the assistance Ive received from the BBB as I wouldnt have gotten any response whatsoever with you so thank you very much. 

• Initial Complaint

  Date:05/05/2024

  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.

  There was $300 placed on that account. The account should have been activated for one year but the account only was activated for 3 months. There were several attempts made to boost Mobile to fix the account. They told me that the problem would be escalated multiple times and never was fixed. What's the $300 was paid boost Mobile change my account from the ****** plan to the 3-month plan on the same day. There should have been an adjustment to the account for $210 or fix the account to one year

  Business Response

  Date: 05/30/2024

  May 28, 2024
  
  
  
  *****************************
  *******************************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************:
  
  On May 6, 2024, we received your complaint, dated May 5,2024, filed with the Better Business Bureau.
  
  You stated that you made payments to make a change to the $25.00 a month 12-month plan. You made the change on February 15, 2024. On the same day, the account was changed to a three-month plan and it is now suspended. You stated that you did not make this change. You requested that the account be changed back to the 12-month plan, or be refunded the difference.
  
  We have changed the plan back to the $25.00 a month 12-month plan. We also applied credits to restore the service. The next billing date is now May 23, 2025.
  
  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:05/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Boost Mobile has this program where if you watch videos for 7 days in a row, you get money towards your next bill.And several times I did not get the credit for doing so..They also has the same thing for spinning the wheel..Also I have an unlimited phone plan,yet my phone starts to slow down the closer it gets to my next bill cycle..One time I paid early,just so I could have full access to my phone..That still didnt work..Im am currently looking for a job and I need my phone to work properlyI would like a credit towards my next bill for the money owed and the inconvience.

  Business Response

  Date: 05/14/2024

  May 8, 2024
  
  
  
  Ms. ***************************
  ***************************
  *****************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On May 6, 2024, we received your complaint, dated May 4,2024, filed with the Better Business Bureau.
  
  You said you never received any credit for watching videos seven days in a row. You also stated that you experienced changes in performance when using applications that require data usage.
  
  Our records confirm that on May 3, 2024, you received 75 Boost coins, which is the amount indicated in your attached screenshot.
  
  Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources,Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.
  
  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:05/04/2024

  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.

  For about the past 3-4 weeks, Ive been trying to set up a Boost Infinite account with $0 down Smart phone and unlimited plan. One minute, Im being told I need to use a bank card from a major bank. Then, I try to apply again, and Im given the message that I need to call a representative to verify my identity!! Ive spoken to ***** and ******, who both wasted my timetelling me that the issue is going to be escalated with a ticket number!!! The first one with ***** was NEVER taken care of,-I had to try again, and call about this issue for a Second time!! This time, I spoke to ******, who told me she could escalate this even further, and that it may take up until Monday to resolve!!!! How stupid and gullible do these folks at Boost Infinite think I am!!! I tried to apply again, and ** told that *** made too many attempts and try after 72 hours!!!! How on earth is this wireless company able to stay in business-/Im Not the only one whos been through this with Boost Infinite!! There are at least a couple of messages boards created about how horrible the service is with Boost Mobile, and how frustrating it is to try to set up an account!!! Their customer service is the worst!

  Business Response

  Date: 05/10/2024

  May 10, 2024
  
  
  
  Ms. ***************************
  ***************************************************************************************;
  
  Re:          BBB Complaint #********
                  ************ -2024-05-10097
  
  Dear ********************:
  
  On May 6, 2024, we received your complaint, dated May 4, 2024, filed with the Better Business Bureau.
  
  You said you tried to set up your account with a device and plan, but the order did not go through. You also expressed frustration with the customer service you received, as your issue was not initially escalated. You said you had to try again, but it was unsuccessful for a second time.
  
  When we spoke, I informed you that the account was rejected because you attempted to place multiple orders and have your device shipped to a personal mailbox, but we will not ship to this type of mailbox, per our policy. You were given through Thursday, May 16, 2024, to place the order,which you attempted, but it once again failed. I advised you that I will continue to work with our *************** Team, and contact you when they update me on the matter.
  
  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
  DISH Wireless, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  *****************************
  

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21666826
  
  I am rejecting this response because:  I followed ******* instructions-with a new email address and physical address-I GOT THE SAME RESPONSE. I had hopes that the suggestion would worklooks like I cant have any hope whatsoever!  Ive been trying for over a month now, and still, Im having issues that I shouldnt be having!!  No other cellular provide has approvals/account set-*** that are as difficult and as frustrating as this one!  I will be happy to mark the issue as resolved, once we solve it.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/17/2024

  May 16, 2024
  
  
  
  Ms. ***************************
  *********************br>*************************
  
  Re:          BBB complaint #********
                  *************
  
  Dear ********************:
  
  On May 15, 2024, we received your rebuttal, dated May 15,2024, filed with the Better Business Bureau.
  
  You said that you are still unable to place an order for a new account despite following my instructions and you expressed frustration with the process.
  
  Unfortunately, we have exhausted all of our options and cannot remove the flag from your account. For additional information and assistance, you will need to reach out to ********************** and work with them directly.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  *****************************
  

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21666826
  
  I am rejecting this response because:
  You, ***********************, are just as horrible and pathetic at your job as your other LAZY Underpaid staff members.  You told me both via email and in the last response to this complaint, that you would continue to work with me until this has been resolved!!!  You disgust me as much as  the other incompetent representatives I spoke with!  As for this *************************** worse than you or anyone else Ive had the displeasure of dealing with!!!  Please see attachments below from about 6 weeks ago from the also lazy and pathetic ***********************  Ill be wishing and praying for the worst to happen to you!!!  You know where all of you can go and burn for all eternity!!!  You all could care less about customer service, and I guess you dont need great business either!  Your only great ability seems to be upsetting and ruining someones day!  You almost succeeded.  Dont be surprised if you hear from an attorney regarding this matter in the future!  When is everyone going to learn that I mean what I say, and I dont play!!
  Sincerely,
  
  ***************************