Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

4,978 total complaints in the last 3 years.
1,515 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:05/04/2024
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,

***************************
Initial Complaint
Date:05/04/2024
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.
I had joined boost during a promotion, where I got one phone line and was offered to add a second for 5.00 more. It turned out that was only for the first month. I called into boost, the first agent told me that there was no way they could help me get on a smaller plan, that I would have to go to a store. The second month, which was due 4/22, I called in one more time requesting assistance, they refused as the lines had already been suspended. I told the agent I would no longer be a boost customer, that we would switch carriers. We have successfully switched to Mint Mobile. I even did an exit survey through boost letting them know why I switched and to whom. I woke up today to find they had charged ***** to my account. I want that refunded. I made it very clear that the lack of customer service and the cost were to much and I wished to no longer be charged.
Business Response
Date: 05/14/2024
May 7, 2024

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

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

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

On May 6, 2024, we received your complaint, dated May 4,2024, filed with the Better Business Bureau.

You stated that you started services during a promotional period and were offered a second line for $5.00, but found out afterward that this price was only for the first month. You called in on April 22, 2024, and requested assistance; however, we were unable to provide any, as the lines were already suspended. You said that you advised the agent you would be switching to another carrier and you requested your account be canceled. You then found out on May 4, 2024, you were charged $83.98 and requested a refund.

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

Our records reflect that when you added the second line on February 22, 2024, the offer said the first month would be $10.00 and the following month would return to the regular price. Please note that on March 22, 2024, a payment of $84.00 was collected via automatic payments.

When you contacted customer service on April 22, 2024, you were advised that a payment was required to restore services before any plan changes could be initiated. You indicated to the agent you spoke with that you would look into a new service provider; however, you never requested the lines be canceled or for the agent to remove automatic payments. As there was no request to cancel the lines, the account remained as is. On April 22, 2024, the automatic payment for $83.98 was declined; however, when the system reran the payment on May 4, 2024, it went through. Both lines reflect that they are set to disconnect as of June 4, 2024.

As our records do not validate your claim that you requested the lines be canceled on April 22, 2024, we decline your refund request.

Sincerely,

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

cc:           ****** /******* Better Business Bureau
                *******************, #***
                ******,CO 80210
Customer Answer
Date: 05/14/2024

Complaint: 21666303

I am rejecting this response because:
I told the rep I spoke with on 04/22 I wanted to cancel. At that time she should have sent me to the correct ***** instead she said, ok maam. No problem. I should never have been charged again, but I guess I shouldnt expect customer service from a company like this. I spent two hours on the phone after this with different agents. One of them lied and said there was no record I had called on 4/22. That the person who had couldnt verify the account. Horrible customer service.

Sincerely,

*********************
Initial Complaint
Date:05/03/2024
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 requested to transfer my cell phone service from Boost Mobile to Spectrum from 4pm on May 1 to 9pm, talking to 6-7 service representatives. I asked them to give me the unlock code so that new sim card can start running. After 4 hours on the phone with them, they ran me around and told me that they already unlock the phone. But every time I turn on the phone, it gives me a message stating that "SIM service provider unlock PIN SIM locked for operator:SIM1"I don't have phone service for 24 hours now and it caused me a lot of convenience both business and personal. Boost Mobile still didn't contact me even though they put in an escalation ticket for the network to unlock my phone. This incident happened before when I was oversea trying to insert a local SIM card to make the calls. I got this phone from Boost Mobile, of course, they are the one to unlock it. I don't phone service from any carrier since I transferred the line but the new service is not running because they didn't unlock it. I think either they fix this problem immediately or send me a unlocked replacement phone Stylus Pure 5G at least to get my phone service running soon.
Customer Answer
Date: 05/04/2024
After I called numerous times, the last rep ********* finally input an escalation ticket #*******. No one replied and followed up. After more than 30 hours of no phone service, my son used his phone to call again for me. Even with detailed explanation, a new representative still told my son that we were not specific enough. Oh my goodness!!!
Customer Answer
Date: 05/04/2024
My son, who is at college campus, called on his phone to Boost Mobile twice today. Apparently, they didn't do anything to resolve the issue. First *** said we are not specific enough and he was off the hook since I wasn't on the phone when they returned the call. The second thing person said the she wasn't able to label the case as urgent. I told her without the phone for almost 2 days now, I can't call my doctor. Apparently I tested positive with Covid and nobody can call me. She wasn't like nothing..This can be a life and death issue. I live alone. Without the phone, what's is going to happen to me? They should have some business integrity. Cell phone's purpose to make communication and handle critical situation. I have two here. What they have to do is add a bit of professionalism and customer service quality.
Business Response
Date: 05/28/2024
May 24, 2024

*********************
************************************************
********, NY 11367

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

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

On May 6, 2024, we received your complaint, dated May 3,2024, filed with the Better Business Bureau.

You said on May 1, 2024, you transferred your Boost Mobile service to Spectrum and requested the unlock code for your device. However, you were unable to obtain it and your device remained unlocked, resulting in you being without phone services for over 24 hours. You want your device to be unlocked or to receive a replacement.

On May 24, 2024, you replied via email confirming the receipt of your unlocking PIN. You stated that you had to purchase a new device due to the problems you encountered trying to unlock your old device. However,you confirmed the receipt of your unlocking PIN and said you require no further assistance from Boost Mobile.

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:05/03/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a new phone the last week of December but I didn't receive it. I called Boost mobile and was instructed to file a complaint with USP. I filed a complaint and USP indicating that there was no proof the phone was delivered. I called Boost several times even spoke to supervisor to find out why I wasn't being issued a refund but they told me its was being investigating. After several months of going back and forth I then called Boost with a supervisor from USP. The supervisor from USP said the claim was paid in February and asked what could they send over as proof but Boost refused to act. Instead they said it was under investigation and they couldn't take action until the investigation was order. I called Boost just a few minutes ago and they repeated the same thing. It has been 4 months.
Business Response
Date: 05/23/2024
May 20, 2024

***********************************
NY 11214

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

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

On May 6, 2024, we received your complaint, dated May 3, 2024, filed with the Better Business Bureau.

You stated that after ordering a new phone, it was delivered to the incorrect address. You said that Boost Mobile directed you to open a claim with **** and while the claim was approved, the funds were sent to Boost Mobile, rather than yourself. You indicated that you have not received a refund of $54.43 for the phone.

Today we spoke, and I offered to apply an adjustment of $54.43 to your Boost Mobile account in lieu of a refund, as it would take up to two weeks to process. You accepted the adjustment of $54.43 as a resolution.

Sincerely,

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

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

*****************************
Customer Answer
Date: 05/24/2024

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:05/02/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I order s phone from boost i gav them the address three time snd they went threw *** and they lost my package boost is telling me i got to get ahold of *** i bought the phone from boost di they need to get ahold of *** . So i think boost need to mail me another phone i shouldnt hav to wait they got there money and it already been 4 days now they it could take 90 days. Why fo i got to suffer the track number 1Z52A2591217422833 ***
Business Response
Date: 05/14/2024
May 8, 2024

Mr. *******************************
******************
************, ********

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

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

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

You said you attempted to order a phone from Boost Mobile three times. Each time your device has been reported as delivered to the incorrect address. When you contacted customer care, you were told to reach out to *** for a resolution. You requested that we replace your device.

Our records confirm that on April 26, 2024, your order was created. It was delivered on May 2, 2024, to ************, ********, via *** tracking number 1Z52A2591217422833.

When I spoke to ***** on the phone today, she informed me that you were able to retrieve and activate the device in question, and you have no other issues regarding this matter or your account.

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:05/02/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I attempted to transfer an old phone number to Boost services. They told me that a transfer was not possible so I had to start a new account. Without my knowledge or consent they did transfer my old number and have been billing me for the past 10 months. I spent over five hours and spoke to 12 different representatives all of whom gave me different and conflicting information. After speaking to a supervisor I was told "sorry but you just have to **** it up".
Business Response
Date: 05/08/2024
May 7, 2024

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

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

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

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

You stated an account was created in error, causing you to receive charges for the last ten months. You requested the amount paid be refunded.

Our records indicate a Boost Infinite account was created on August 3, 2023, and a Boost Mobile account was created on August 12, 2023. Due to porting issues, The Boost Infinite account was not activated until September 28, 2023, and has been in service since this date.

When we spoke today, I confirmed that seven payments were made to the Boost Infinite account since its activation, totaling $158.09. The account is currently set for disconnection on May 28, 2024, and there will be no further payments. I applied an adjustment of $158.09 to your active Boost Mobile account, which you accepted as a resolution to this issue. Please allow 24 hours for processing.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 05/08/2024

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:05/02/2024
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 just set up new service with this company about a week and a half ago. I ordered two phones. I thought I selected infinite access program which is the plan for both phones when The phones arrived and activated. One of the phone said I didnt select the infinite access plan. Any other said I did so I contacted Boost Infinite and told him I wanted to switch my plan as I just started service and was told I couldnt keep getting emails and when I log into my account, it says I can upgrade but their system just let me and I keep being told by them that I cannot that I need to send back my phone and all this and all that I made a mistake and now I feel like Im been cornered into a contract with this company for a cellular plan I do not want. I didnt mean to select it. I actually pushed the wrong button and I just need their help switch to the infinite program. Ive got multiple emails telling me I could upgrade my plan they keep coming and Im still not being allowed to upgrade my plan. What is the problem?
Business Response
Date: 05/08/2024
May 7, 2024

***************************************
*******************************************. F
********, OR 97214

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

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

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

You stated that about a week and a half ago you set up services and ordered two phones. You mentioned that you thought you selected Infinite Access for iPhone for both lines; however, for one line the Infinite Access plan was selected. You indicated that you contacted customer care, but they were unable to provide assistance.

Boost Infinite gives you the freedom to change to the best plan for you. You can always change your plan through the Boost Infinite app or by calling customer care at **************. Please note that upgrades will take effect immediately and your next bill will show the difference of monthly charges for both plans in your current billing cycle, and your new monthly cost for the next billing cycle.

My attempts to contact you at ************ on May 3 and 7, 2024, were both unsuccessful. I left a voicemail on May 7,2024, advising you that you can change your plan through the app and if you needed further assistance, please contact me at **************.

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: 05/08/2024

Complaint: 21658410

I am rejecting this response because:

no remedy I am not able to update it through the app because there is an error which I discuss with you about the time that I did contact customer care was the time that they said I couldnt do it and I just had to send the phone back

You said you submitted report for the error message in my app regardless it hasnt been fixed yet and I havent been all upgrade so if you want to on your end, I would like to be upgraded on my ************ number two infinite access if its that easy I mean you can do it on your end please do it

Sincerely,

***********************************
Business Response
Date: 05/15/2024
May 15, 2024

***************************************
*******************************************. F
********, OR 97214

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

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

On May 14, 2024, we received your rebuttal, dated May 14, 2024, filed with the Better Business Bureau.

You stated that you are rejecting our response, as you are still unable to change your monthly plan.

As I advised you in our email correspondence on May 14, 2024, a ticket has been opened with our IT team to get this taken care of.I also informed you that at this time, there is no estimated date on when this would be completed; however, I will continue to provide you updates as they became available.

We regret any inconvenience you may have experienced.

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

Sincerely,

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

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

                *********************
Customer Answer
Date: 05/15/2024

Complaint: 21658410

I am rejecting this response because: issue not remedied. No close date or estimate of fix
according to all the advertisements Im receiving this upgrade shouldnt be an issue
still Not happy

Sincerely,

***********************************
Customer Answer
Date: 05/22/2024
The business has yet to address my issues. Im now three weeks in and still have not been able to upgrade my phone to infinite access. Ive been given the runaway runaround over and over and over now and she says its gonna take some time. Im just asking for an upgrade to policy with this company Im at three weeks now and nothings been done. This issue has not been addressed.
Initial Complaint
Date:05/01/2024
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 called in to get signed up for service. I was told I was approved. They had me docu sign contract all I had to do was pay tax on the phones. So I paid the $168 on Sunday and was told to keep an eye out for a tracking number that would be sent to my email. 2 days go by I didn't receive a tracking number.So I called back. Waited on hold for about 40 minutes and was told that I was denid.I asked why they took the money if I was not approved. They can't.Answer that I have to talk to the management department is what they said. ********************* does not have a phone number to contact them. I was told I would get an email. For the reason why I was denied. I got an email. All it said was I was denied and nothing else. No information about the money I paid no information about when I would get my money back. I called back in today once again.Just the brush off.If you're not calling to order a phone or get servirish then they don't want to help you.
Business Response
Date: 05/03/2024
May 2, 2024

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

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

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

On May 2, 2024, we received your complaint, dated May 1, 2024, filed with the Better Business Bureau.

You stated that you signed up for services and made a payment of $168.00. You were informed you would receive an email with a tracking number, but you have not after two days. You contacted customer care and they informed you the order was denied, but could not advise you as to why. You said that you then received an email stating the order was canceled,but it did not indicate if you would receive a refund. You requested a refund.

Our records indicate that our billing and credit risk management team canceled your order, 8882-186305-0285. You will be mailed a letter within 30 days outlining the decision. If you have further questions as to why the order was canceled, please contact ***********************

A review of your account shows that on May 1, 2024, the $168.00 payment was reversed due to the order being canceled.Please note that it can take up to three business days for it to be removed from your payment account.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *********************
Initial Complaint
Date:05/01/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered phone online..but was not prompted to enter the shipping address. Therefore the phone went to an old adrs. Contacted Boost immediately after order they told me to call shipping carrier. I said I'd rather cancel order. They refused to cancel order despite it not being shipped. I called everyday for four days to cancel they lied and said they cancelled order but never did. Refused to let me speak to management , disconnected my calls, horrible service. I've been with Boost since 2015. This is unacceptable!
Business Response
Date: 05/14/2024
May 8, 2024

***************************
TN 37042

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

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

On May 1, 2024, we received your complaint, dated May 1,2024, filed with the Better Business Bureau.

You said you ordered a device online, but you were unable to update the shipping address and therefore, the device was sent to the incorrect address. You indicated that we refused to cancel the order and were told to contact the shipping courier. You requested for someone to reach back out to you regarding this matter.

My attempts to contact you at ************** on May 7 and May 8, 2024, were unsuccessful, but I left a message each time. I also sent an email to ****************** with a request for you to contact me.

Until recently, Boost Mobile policy stated that orders will ship to the address used to set up the account. Once the order shipped, the address could not be updated nor the order canceled.

Unfortunately, you no longer qualify to receive the device at the promotional price. I am willing to work with you to ensure you receive the device for only $9.99. You would have to pay for the device at full price,but I would apply a credit to your account for the difference. Please note,this credit would be nonrefundable.

We are now able to update the shipping address. If you are still interested in placing the order, please contact me at ************** or ********************************.

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
                ********************************************
                ******,CO 80210

                *****************************
Initial Complaint
Date:05/01/2024
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.
My husband(*************************)had a account with ********************************** with our son and I added for extra lines prepaid,no contact. Monthly bill $140 monthly. No auto-pay last couple months due finances. We decided to switch to ******* for new service, so my husband spoke with boost on 4/26 in the ******* store to release the pin so ******* could transfer our current numbers to ******* account. On Monday 4/29 I believe boost proceeded to take a $100.00 unauthorized for account that no longer was supposed to exist.My husband spoke with boost 5/1 regarding the payment once posted to his bank and boost openly admitted his old account was not on auto pay and we were beinging charge for our son phone and my which were added phones under my husband account which was ended with the request of account pin Directly. They told my husband they would not refund the money due their policies. I would understand no refund if we continue to have services with them but we did not. We switched phone company's days before our monthly cycle ended and did not Authorize to pay for another month. Boost proceeded to steal a $100 from us and refuses to refund our money. We need help to get our $100.00 back, I don't have problem getting new numbers for our son and I if needed if they don't want to release them either.
Business Response
Date: 05/10/2024
May 6, 2024

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

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

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

On May 1, 2024, we received your complaint, dated May 1,2024, filed with the Better Business Bureau.

You said that you decided to switch to ******* prior to the payment being withdrawn from your account on April 28, 2024, which was unauthorized. When you called to inquire about a refund, your request was denied.

A review of your account found that the credit card used for the payment is the same one used for multiple, previous payments through various channels. When making payments through the web or the app, you are asked if you want the card retained on file for future payments, which occasionally, is inadvertently selected. Nevertheless, as a courtesy, I agreed to refund the $100.00 payment made on April 28, 2024. All accounts show as successfully ported out.

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

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

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