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.
1,512 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:05/01/2024
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 have been with boost since 2000 loyal customer now I dont know if they have a new owner but since last month they cut my phone off at 2:30 pm . Now today I wake up my phone is cut off. I speak to a manager she tells me she cant restore my services I would have to pay the bill. I told her I ve been a customer longer than she worked for them and I hung up.
Business Response
Date: 05/10/2024
May 6, 2024

*****************************
****************************************** 2
***********************

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 are upset your service was suspended as you have been a loyal customer since 2000. You contacted customer care and was told you would have to make a payment to restore your service.

Your recharge/payment date is the last day of the month; therefore, the service can be suspended at any time after 12:00 am the following day. To ensure that you are not affected by a service interruption, be sure to make your monthly payment no later than the end of the day on the last day of the month.

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:05/01/2024
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.
My brother died Oct. 9th 2022. No one has had access to his phone because the cops have it. Boost mobile has been taking out 50 every month and I just found it out because I found everything I needed for probate and got access to his bank records.
Business Response
Date: 05/20/2024
May 16, 2024

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

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

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

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

You stated that your brother passed away on October 9, 2022. You indicated that you recently gained access to his accounts and found that a Boost Mobile account was being paid with his bank account. You requested that a refund be provided for all of the payments made after his passing.

On behalf of Boost Mobile, please accept our sincere condolences for your loss.

I was able to locate the account in question,under the name of ***********************. The account was closed on April 29, 2024, with the removal of AutoPay from the account.

******************** is a pre-paid service,meaning that if a payment is made for a month of service, that month of service is provided to the customer. The ******************** Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable.

As a courtesy, I made an exception and requested a refund for the last three payments on the account, totaling $150.00. Please allow seven to ten business days for the refunds to be processed.

Sincerely,

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

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

                *********************
Customer Answer
Date: 05/21/2024
That's not the first Boost mobile had heard from me. I called even asked for a supervisor I got talked to like I was nothing. Going to the BBB is the only thing that got yalls attention.
Customer Answer
Date: 05/21/2024

Complaint: 21649899

I am rejecting this response because: you took out way more money than that and the times I called you treated me like nothing

Sincerely,

*************************
Customer Answer
Date: 07/11/2024
When are they sending that money back? It's been over what he said and it's not back
Business Response
Date: 07/29/2024
July 25, 2024

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

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

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

On July 23, 2024, we received your rebuttal, dated July 23,2024, filed with the Better Business Bureau.

You stated that you have not received the refund and requested assistance.

The refund of $150.00 was processed as a paper check on May 21, 2024. Since you stated that you have not yet received it, I submitted a request to stop payment on that check. If it has not yet been cashed, the check refund will be reissued. Please allow up to three weeks for delivery.

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:05/01/2024
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.
My data stopped working on a brand new cell phone line. I chatted in, and no resolution could currently be offered. Asked to be fully refunded and the phone line disconnected immediately. After chatting with frontline rep, then Chatting with supervisor, then being told to call in, then being told once I reached the phone customer service that it was impossible to disconnect the line today, then speaking with another supervisor, and then being told the only way to disconnect the phone line today was that I would have to port the number, and my data still did not work, what is the point of this cell phone company existing? Corporate Greed.
Business Response
Date: 05/10/2024
May 3, 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 your data stopped working and customer care was unable to offer a resolution. You also expressed concern that when you requested to cancel your service, you were informed your line would not be disconnected immediately, and you were advised to port your phone number to a new provider for your line to be canceled that day.

When we spoke on May 1, 2024, I informed you that there may not be an issue with the data, as usage is showing on your account. I offered to troubleshoot and escalate your issue further, but you declined.

I informed you that once the line is canceled, you may lose your phone number and you cannot port it to a new provider once that happens. This is the reason you were advised this previously.I offered you your port-out information, but you declined it and opted to cancel the line immediately. Per your request, the line was canceled as of May 1, 2024, and a refund of $25.00 issued to the card ending in 6678. Please allow 3-5 business days for processing and delivery.

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
                *******************************************350
                ******,CO 80210

                *****************************
Customer Answer
Date: 05/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:04/30/2024
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.
After purchasing a p[hone i was told by customer service that i can change my prepaid phone plan at any time. After activating the line for my son, I realized the phone was not being utilized as much and wanted to downgrade to the minimum advertised plan . After multiple calls and chat conversations i was told that i could not downgrade to a basic prepaid plan. There was not contract with Boost as being a prepaid service. I should be able to select the prepaid plan I want as was discussed when i activated the line.
Business Response
Date: 05/23/2024
May 22, 2024

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

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

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

On May 1, 2024, we received your complaint, dated April 30,2024, filed with the Better Business Bureau.

You said you purchased a phone for your son and you were told you could change to a less expensive plan later on. When you tried to do so,you were informed no other plans are available for your account.

My attempt to contact you at ************** on May 22, 2024, was unsuccessful, and I was unable to leave a voice message with my contact information. I also sent an email to you at ************************ with a request to contact me.

A review of your account shows that you purchased a ************* 5G at a discounted price of $19.99. Purchasing a device at a discounted rate requires you to stay on a certain plan; however, if you are interested,you can contact me directly at *********************** or ************** and I will look into what can be done.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:04/29/2024
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 bought a locked phone from boost and they tell me that after a year of active account and payment my phone will be unlocked which is in violation, where the policy is no later than a year. This will be later than a year. On top of that, I am not granted an international travel temporary unlock which I desperately need. As I spent all my money on this phone, I am held hostage as I can't travel internationally and am forced to buy a new phone. This is unacceptable and until boost comes out and give me a complete unlock, I will escalate my claim on every platform.
Business Response
Date: 05/21/2024
May 19, 2024

*************************
********************* 207
******, ** 55805

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

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

On April 30, 2024, we received your complaint, dated April 29, 2024, filed with the Better Business Bureau.

You stated that Boost Mobile will not unlock a device that was purchased over a year ago, despite the policy stating a device will be unlocked after 12 months.You requested that your device be unlocked.

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

Boost Mobile may unlock a wireless device, following continuation of service for 12 months. The phone number provided is not currently attached to a device that was active more than 12 months ago.

Additionally,I was unable to locate an alternate account associated with your name or phone number with a device eligible for unlocking.

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:04/29/2024
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.
The boost mobile store who activated my account, scanned another phone and registered it with my information. It took them 2 hours to activate 1 phone .. they were taking pictures of my account info and texting it to someone else I asked if everything was ok and they asked if I could have a seat and it will take another 30 mins .. I watched them scan my current phone and another device onto my information .. now I keep getting alerts that global talk and text is added to my phone but its not me! I also checked my profile and they created an email address to my account which wasnt mine or even recognized. Im concerned and will file a complaint with corporate. The workers were all Hispanics and kept communicating in Spanish. I am from ******* and I dont know anyone out of the country and would never add this feature of global talk and text. This is fraud.
Business Response
Date: 05/10/2024
May 1, 2024

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

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

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

On April 30, 2024, we received your complaint, dated April 29, 2024, filed with the Better Business Bureau.

You stated that the Boost Mobile store that activated your account added another persons device to it. You also mentioned that a false email address was also added. You indicated that it took two hours to activate one phone and that global talk was added to your account without your consent.You are requesting a refund.

We are unable to validate your claim that another persons phone was registered with your information. Your account reflects only one device, which was activated on April 12, 2024. Please note that on April 12,2024, customer care advised you of this information when you called in.

Your account also shows that the email address associated with it, is the same email address on your complaint. Global calling was added to your account on April 15, 2024, through your online profile. If you did not add this, we recommend updating your log in password. The account reflects that this add-on is currently pending removal.

In the interest of customer service, a $10.00 credit has been applied to your account.

Sincerely,

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

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

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

Customer Answer
Date: 05/10/2024

Complaint: 21642128

I am rejecting this response because:
The email was updated by me thats why its the same email on this complaint. The original email was made up by one of the workers at the boost mobile store that Ive visited. The company keeps adding global talk and text to my line and accusing me of adding this feature. Its very frustrating. I manage a utility company and I cant keep calling your company / chatting. Its a major inconvenience. This has happened twice. The $10 credit is a slap in the face. These boost mobile store are stealing customers information and thats a breach of contract.
Sincerely,

*********************
Business Response
Date: 05/16/2024
May 16, 2024

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

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

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

On May 15, 2024, we received your rebuttal, dated May 15,2024, filed with the Better Business Bureau.

You stated that the email address on your account is only there because you added it. You continue to indicate that someone else is adding Global Calling to your account. You also claim that customer information is being stolen.

Our records are unable to validate your claim that a false email address was used when the account was established.

Additionally, your account continues to reflect that Global Calling was added through your online account. We recommend updating your log in password, as you maintain that this was not done by you.

We retain personal information for the amount of time necessary to provide our service, and for as long as required to satisfy legal or tax requirements, for fraud prevention, or for other business purposes. Please visit ******************************************************************* for more information.

If you would like to submit a privacy rights request for access, deletion, or correction, please visit our Privacy Portal at boostmobile.com/yourprivacychoices.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *********************
Initial Complaint
Date:04/29/2024
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.
Went in to add a line to my phone plan. Was charged the *** card and told to call the 800 number to get it set up. I left and came back on the phone with customer service who could not activate it on the phone like the store clerk told me they could. The csr on the phone told me to have the store clerk activate it. I was in store for 2 hrs and he was not able to activate my phone due to issues with the online set up as well as issues with their payment system . Not sure he even knew what he was doing at all. I want a refund for a *** card that I am not allowed to return after purchasing. They were unable to set it up. They can have the card back I want my money back for services not received.
Business Response
Date: 05/21/2024
May 16, 2024

*******************************
1347 Hummingbird Pl.
********, AZ 86442

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

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

On April 30, 2024, we received your complaint, dated April 29, 2024, filed with the Better Business Bureau.

You stated that you went to a Boost Mobile retail store to add a line to your account. You indicated that although the store sold you a *** card, you were advised to call our customer care department to complete the transfer. You said that customer care was not able to assist you and you were advised that the store should be able to complete the transfer. You requested a refund for the *** card.

We spoke by phone on May 16, 2024, and I apologized for the inconvenience you experienced. I explained that all Boost Mobile retail stores are independently owned and operated, and set their own pricing. You stated that you spent many hours at the retail store attempting to get the third line added. You also mentioned that you had given up on adding the third line to your account. To resolve the issue, I applied a one-time credit of $80.00 to compensate for the cost of the *** card and your time at the store.

Sincerely,

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

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

                *********************
Initial Complaint
Date:04/29/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/18/24 I took my new Boost Infinite phone into Boost Mobile not knowing they do not handle Boost Infinite, the employee said we can help finish the transfer. Employee worked on it but finally said she couldnt do it unless she setup a new phone number. I said ok not realizing she was setting up a Boost Mobile account not Infinite. She charged me $95 ($35/activation & $60 for the Mobile account which I didnt realize. When I got home I tried to access my account with Infinite but couldnt due to the phone not activated on their system. Called infinite customer service and discovered the ********************** employee had unlocked my Boost Infinite phone and setup as a prepaid on Mobile. The Infinite rep said they could fix the problem but were shocked to find out she had unlocked the locked phone. On 4/18/24 I went to store to request a refund. Employee told me that they couldnt do a refund and after some going back and forth she contacted her manager. Still no refund offered. I called Mobile customer service and rep said she couldnt refund the $35 but could do the $60 and a credit to my debit card. I received an email stating the request for refund was done. On 4/26/24 no refund so contacted Mobile customer service and was told it was cancelled it had to be done at the store. So, I go back to the store. ****** Mobile employee said let me contact my manager. ***** came back and said we can refund the $35 but cannot do the $60 because they didnt have the money here it was sent to Mobile for the account. Let me call them for you . He handed me $35 in cash. I asked him would I get the full amount of $60? He said yes. He called. After a lot of back and forth customer service kept saying it was the store to refund. The manager **** came in and said I can do a $60 refund but would have to cancel the phone number. I asked if you cancel the number would that affect the Infinite side he didnt know and no offer to find out. Im upset and leave. About 5-10 minutes later **** called and offered $25 out of his pocket to bring up to $60. I said no I wanted the full $60 because ***** said the $35 was the activation fee. He said take it or leave it. I went back for the $25 but still want the remaining $35
Business Response
Date: 05/10/2024
May 4, 2024

*********************************
*******************************************. 13C
**************, ** 78412

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

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

On April 30, 2024, we received your complaint, dated April 29, 2024, filed with the Better Business Bureau.

You said you purchased a Boost ******** device and went to a ******************** retail store for assistance in setting up your device, but did not know that the store did not handle Boost ******** services. You added that a Boost Mobile account was set up and you were charged $35.00 for activation and $60.00 for a Boost Mobile plan. When you called into customer care, you were informed the $60.00 could not be refunded because the payment was completed at a store and would therefore, have to be requested there. You were offered a refund of $35.00 and $25.00 out of the $60.00, but you requested the remaining $35.00 be refunded. You also expressed frustration with the customer service you received.

******************** retail stores are not affiliated with Boost ******** and do not have access to Boost ********. When you activate a device in the store, they may charge an activation fee. Additionally, payments made at a store cannot be refunded by customer care and this must be addressed at the store in question.

When we spoke, I offered to credit your Boost ******** account $35.00 and I informed you this is nonrefundable. You accepted and the $35.00 credit was applied to your account on May 4, 2024. You said 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.

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

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:04/29/2024
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 phone bill at 7:16 this morning and my phone didn't get turned on when I called customer service the first time they said yes it shows his paid I even got an email saying my account been paid it showed on my ***** Fargo account the second time I paid the person I got said that it hadn't been paid but somehow it paid somebody else's account even though the first time somebody told me that mine was paid now they're telling me that I have to wait 24 to 48 hours before I'll have phone service after I just paid it how I mean seriously this is my business line my kids need these phones for school I'm missing work I can't make calls I miss the doctor's *********** this morning and couldn't even call now I'm going to get charged a no-show fee for that I need this corrected now not 48 hours from now I cannot be without my phone not only that I have family members who need to be able to reach me because of medical issues
Business Response
Date: 05/10/2024
May 1, 2024

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

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

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

On April 29, 2024, we received your complaint, dated April 29, 2024, filed with the Better Business Bureau.

You stated that you made a payment on April 29, 2024, at 7:16 am, but your service was not restored. You indicated that you reached out to customer care and they confirmed that a payment was made; however, when you called a second time, you were advised a payment was not made despite having an email showing the payment was taken. You were concerned that it would take 48 hours for your services to be restored.

Our records indicate that on April 29, 2024, you made a payment to the wrong account. The payment of $132.00 was made on account ************, when it should have been made to account ************. The payment was transferred on the same day, to the correct account and the service was restored.

We recommend that the payment is made to the correct account in the future, to prevent situations like this from occurring.

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: 05/10/2024

Complaint: 21639421

I am rejecting this response because: I only have one account I had one a while ago that was closed out when I went to T-Mobile. I came back to boost recently. I tried making a phone call on my phone now if you know how the Boost system works it automatically directs you to a line to make a payment so when I couldn't make a call on my phone, it,there system..directed me automatically since I only had one account wouldn't even think twice about it, and when I had called they had told me on the phone which is a recorded line, that it had accidentally gone to the old account which should not have even still been open.. you know I always already sort of upset by having to wait 2 to 3 days to get my phone service... since then my service has not been acting right but that's a whole different story
I'm even more Blown Away by the fact that they're trying to put it on to me and after I made the complaint they had sent me what they said was a credit and I have the email for it it said... *** here's a credit on us well my bill got paid somehow I don't know if it was from the credit or my money,but I'm only paid up for one month so they also lied about giving me a credit because there is no credit on my account after them putting my money towards my bill that I originally paid like I stated before.. boost has a system when your phone is not operational it will not let you make a call it directs you automatically for your account to the payment center they already pick up that automated system knowing that that's you that's your phone number that's your account so like I stated I'm upset by them lying about this them saying they sent me a credit when they didn't that was my money that paid this month's bill so they said they gave me a credit but they didn't now if they had I would have been happy them saying I'm sorry we made a mistake here I'm going to correct it For your inconvenience and be on the up and up I am also a small business owner and I Rely heavily on my phone and not having my phone phone working properly affected me the least they can do is give me the credit ...in the email they stated they gave me... which I never got ..thank you for your help in this.

Sincerely,

*****************************
Business Response
Date: 05/17/2024
May 16, 2024

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

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

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

On May 15, 2024, we received your rebuttal, dated May 15,2024, filed with the Better Business Bureau.

You stated that you are rejecting our response as you indicated that you received a message advising you that a credit was applied to your account, but you never received it. You also mentioned that it was not your fault that the payment was made to the wrong account. You said that since the service was restored, it has not worked as expected.

Our records continue to show that you made the payment on the disconnected account, ************. Please note that your active account number is ************.

When the payment was transferred on April 29, 2024, it appeared on the active account as a credit. Please note that it is processed this way,as the payment was not actually made on this account and had to be transferred on the backend. The credit was applied towards your monthly bill the same day.

Our records reflect usage on all four lines since the service was restored. Additionally, there have been no calls into customer care indicating any issues with the service not working as expected. If you are experiencing problems with the service, we recommend that you contact customer care and go through the applicable troubleshooting steps.

In the interest of customer service, a $10.00 credit has been applied to your account.

Sincerely,

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

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

                *********************
Initial Complaint
Date:04/29/2024
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.
On 4/19/24 a fifth request was placed with vendor to update billing and shipping information for a product that was ordered online via mobile app. While speaking with live rep from Boost mobile I was advised request was received and had been previously escalated with back office team for adjustments but a time frame could not be provided on when changes would be made. It was then suggested that I contact the carrier ***** to change the address and intercept delivery to the correct address in lieu of updates to be made by Boost. I attempted to do as such only to be informed by *** they cannot make such changes to package shipping information and that I must contact original vendor to do so. Now I am at risk of having my package stolen because it's being shipped to the wrong address again. This same scenario occurred early January 2024 when I originally requested an address change for another item purchased from Boost that was sent to the wrong address that resulted in a police report/ investigation against me when I went to the address to speak with the owners about intercepting my package. Boost mobiles practices and policies when it comes to basic account management, services provided, and customer communication and transparency are unacceptable and fraudulent as they directly contradict what is written within the end-user agreement.
Business Response
Date: 05/20/2024
May 6, 2024

Ms. Shlasia Craft
1927 Birch ***
*****************

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

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

On April 29, 2024, we received your complaint, dated April 29, 2024, filed with the Better Business Bureau.

You stated that on April 19, 2024, a fifth request was placed to update your billing and shipping information on your Boost Mobile account for an order that you placed via the mobile app. A Boost Mobile customer care representative informed you that while the address change was pending, to reach out to *** to attempt to intercept the delivery. You stated that when speaking to a *** agent, you were told the only way that was possible was to speak to a Boost Mobile representative. You mentioned this was unacceptable and requested to have your device delivered to the correct address.

Our records confirm that your order was created, on April 25, 2024, and it was delivered on May 2, 2024, to Gigi *** located in **************** (*** tracking #1Z52A2591217428444).

When we spoke by phone today, I offered to refund you $42.39 so that you may place a new order for a device to be delivered to the correct address. I informed you of the timeline for your refund. I also told you that the previously delivered device would be marked as lost/stolen. You accepted my resolution.

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 Escalation Team
Boost Mobile, L.L.C.

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

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

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