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

• 

  Boost Mobile

  957 Memorial BLvd Picayune, MS 39466

• 

  Boost Mobile

  8911B Pensacola Blvd Pensacola, FL 32534-1928

• 

  Boost Mobile

  2103 N Graham St Charlotte, NC 28206-2519

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:04/26/2024

  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 lies about their coverage map on their website, leading people to believe that they have more coverage than they actually do. Then you can not get them to unlock devices you purchase through them when you find their map lied. Leaving customers with wasted money and expensive paperweights.

  Business Response

  Date: 05/20/2024

  May 15, 2024
  
  
  
  *********************
  ************************************************************************************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear Mr. ******************* April 29, 2024, we received your complaint, dated April 26, 2024, filed with the Better Business Bureau.
  
  You stated that you did not receive good coverage with your Boost Mobile service.You requested that the device you purchased be unlocked.
  
  Our records indicate that the device (IMEI **************** is unlocked.
  
  As a courtesy, we have unlocked the other device (IMEI ****************. Please ensure that the phone is powered on, connected to Wi-Fi, and that a SIM card is inserted, to allow the device to be updated.Please allow up to 72 hours for this to process.
  
  We apologize for any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  *********************

• Initial Complaint

  Date:04/26/2024

  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 sent the following email to this company: Why is my account on hold? Your reps don't have any information and do not have a way to contact your department directly. I was told by a rep on 04/24/2024, that I would have my *** tracking information later on that day. I did not receive an email. I called on 04/25/2024 and another rep told me my account was on hold and she had no clue why. She said it might be on hold until my $77.89 payment (that was deducted from my ***** Fargo account on 04/24/2024) needed to post first. That is ridiculous and unheard of! She then placed me on hold for some reason and stated there was no issue and I would have the tracking information that same day. Here we are on 04/26/2024. I spoke to another rep who AGAIN could not give me a reason for the hold-up. I asked to be escalated to a supervisor because it makes no sense that a company as big as Boost Infinite/Dish Network has no clue on what is going on. I was transferred to a "Resolution Specialist" that AGAIN had no clue. I asked to cancel the so-called service and give me a refund. He then stated my account "MIGHT" go into a cancellation queue since it had been on hold for so long but had no clue if that was going to be the case. I feel that I am getting the runaround from their company. I should've purchased through Amazon because I would have had my phone the next day with no issue. I again requested a refund so I can do business with a company that will actually send me my phone and activate service with no problem!

  Business Response

  Date: 05/10/2024

  May 1, 2024
  
  
  
  **************** *******
  *************************************
  *******************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ******************:
  
  On April 26, 2024, we received your complaint, dated April 26, 2024, filed with the Better Business Bureau.
  
  You stated that on April 24, 2024, you were advised by customer care that the tracking information for your order would be available. You indicated that you were informed that the order was on hold, but customer care was unable to advise you as to why. You mentioned that you should have made the purchase directly through Amazon. You are requesting a refund.
  
  Our records indicate that on April 7,2024, you attempted to place two orders through Amazon under ********************; however, our Billing and ********************** Team canceled both orders.
  
  In regards to order 3833-062651-7178,under account ************, it is reflecting as canceled and no funds were collected.
  
  If you have further questions as to why your orders were canceled, please contact **********************. 
  
  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:04/26/2024

  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.

  On 4/12/24 the sim card in my mobile phone began to fail. This was intermittent for several days before it stopped working completely. I at first assumed it was my phone but after speaking with Boost Infinite (BI) I was informed that they were aware of an issue with some of their sim cards failing and they would need to send me a new one. At this time they could not provide me with an actual delivery date, but said it would arrive within 3-5 business days. I rely heavily on my phone for business and personal affairs so this was not ideal. I was forced to go to a competitor (TracFoneWirless) and order a full month of service with hotspot (business requirement) for $45. I was prepared to accept this loss given that my new card would arrive in just a couple days. When the card did not arrive as expected, I got on and chatted with BI again and was told not to worry, the card would arrive "tomorrow". I was not very happy with this as he couldn't provide any tracking and the issued a $5 credit to my account without my permission as compensation. This was total inadequate. Of course the card did not come the next day as I was told. I waiting three more days before chatting with them again on the morning of 4/26/24. This time I was told that my ticket has been marked "resolved" and was told again that my card WILL BE arriving today. I requested a free month of service for all this inconvenience, but they once again came up with a very inadequate response of just a $10 credit to my account. So to date, I have received $15 of credits to my account for a service I paid over $30/month for, on top of the extra $45 I had to pay to maintain service with another company. I am seeking a settlement of 2 months free, or the equivalent of a $60 credit on my bill. This will cover these expenses and the service I am paying for but not receiving through no fault of my own.

  Business Response

  Date: 04/30/2024

  April 29, 2024
  
  
  
  *************************
  *****************
  Nampa, ID ***** 
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **************:
  
  On April 26, 2024, we received your complaint, dated April 26, 2024, filed with the Better Business Bureau.
  
  You said that your SIM card began to fail on April 12, 2024, and the replacement did not arrive as promised, which caused you to obtain temporary service for $45.00. You requested two free months of service or a $60.00 credit.
  
  Although not a common occurrence, SIM cards can fail, regardless of carrier or phone model. Our records show that a replacement SIM card was in transit and a credit for $5.00 was applied to your account on April 23, 2023. As a courtesy, I applied an additional credit for one month of service, or $26.33.
  
  We apologize for any inconvenience this has caused.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  *****************************
  

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21629242
  
  I am rejecting this response because:

  this would be satisfactory except the replacement SIM card that I was sent was evidently for the wrong network type, so activation failed. It took 3 different conversations with your cs team to come to this conclusion. A new card is on its way again but I waited over a week for the first one to arrive and I'm assuming the second will not arrive any faster. I've always been fairly satisfied with the mobile devices itself, but the cs team seems to be made up of some people who really know what they're doing and some who really should still be in training.  I stand by my original request due to this added wait time and all the time I've had to spend chatting with the cs to get anything accomplished.

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

  Customer Answer

  Date: 05/07/2024

  The new SIM card came and still did not work in my fully compatible Pixel 7 Pro. **************** was terrible at every level, spending hours waiting and being told different things every time. I had to port out my number to a different provider, and even that they screwed up, forcing me to coming back to them to manually release the number after my new carrier tried to port it in.  ************ has one of the worst customer service departments I have ever encountered and their "security" requirements while chatting are completely inconsistent and way over the top. Absolutely horrible in every way. 

• Initial Complaint

  Date:04/25/2024

  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.

  First it started out with my monthly auto debit payment was made on time, just like always for 22 months now, but the data didn't refresh. This plan was 2 gb of data but after payment, it was showing zero data. Online chatted with customer service and they said that "the system is currently updating the plan," and data can't be reloaded but they would give 2 gb of free data until this updating happens. When I asked why is this updating, they gave no answer. Another 5 days went by and still data was at zero. I decided then to move over to Mint Mobile. I checked Mint Mobile for phone compatibility with IMEI number and was good to go. Received Mint SIM and proceeded to call Boost back for portability number. I did check online before hand about Boost locking phone, and it says online after 12 months of noninterrupted service, phone should automatically unlock. When receiving the portability number, Boost customer service said nothing about phone being locked or any delay in transferring service. Changed service to Mint, installed their SIM card. Phone said SIM card not supported. Called Mint and they said Boost has locked the phone. Called Boost back ticket number 446 36 37. They said they should unlock phone, but they have proven to be unprofessional, unreliable, unhelpful and now I'm filing BBB case to get them to unlock my phone which should not have been locked in first place.

  Customer Answer

  Date: 04/29/2024

  After a week, Boost Mobile still has not unlocked phone. Even did a 3-way call between myself, Boost and Mint. Boost told Mint phone was unlocked. Mint told Boost clearly not, or we could access it. Any further attempt to talk to an actual tech person versus a customer care rep reading from a script was met with the response from Boost of "The back department doesn't speak to customers." We were told again on Friday, April 26 that in "12 hours" so by Saturday morning, our phone would be open and available to use with Mint. It was not. Now, I would like a refund of $150 that we had to spend, to just get a new phone through Mint. The Boost phone was a phone for our teenage daughter who has Autism. The Boost phone has a tracker on it so we can monitor where our autistic child is, in case she wanders or has an emergency. It is vital that she have a phone. She has not been able to have her phone since Tuesday, April 23, because of the problems with Boost and transferring our service over to Mint. The harm their customer service department has caused us in unprecedented.

  Business Response

  Date: 05/14/2024

  May 9, 2024
  
  
  
  *****************************************
  ***********************************************************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ******************
  
  On April 25, 2024, we received your complaint, dated April 25, 2024, filed with the Better Business Bureau.
  
  You stated that you decided to transfer your service to another carrier after having some data reset issues with Boost Mobile. When you tried to activate the new service, you received an error that the device was locked. You provided a screenshot for the purchase of a ******* A02 on May 17, 2022, under order number 7446-439154-0931. You requested that this device be unlocked.
  
  A review of the account referenced in your complaint found that all devices associated are unlocked. I attempted to reach you by telephone and email to procure an IMEI for the device in question. You responded to my email stating that you had purchased a new device for the new service, and you requested no further contact from Boost Mobile.
  
  The order number you provided shows delivery of a ******* Galaxy A02 with IMEI ***************, which was activated on May 19, 2022. This device was unlocked in our system on November 10, 2023.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  *********************

• Initial Complaint

  Date:04/25/2024

  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 purchased the phone with this company. I paid my monthly bill. The service is not available. Theres no towers in the area for the last 48 hours. I called them and asked for a representative. Speak to them for numerous hours. Theres no solution to my problem except waiting another 24 to 48 hours is the only response that I receive Regarding the service that I am paying for that Im unable to receive this is unacceptable

  Business Response

  Date: 05/14/2024

  May 13, 2024
  
  
  
  ******************
  1886 Ole Heritage Dr.
  *******, FL 32839
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear Mr. ************* April 25, 2024, we received your complaint, dated April 25, 2024, filed with the Better Business Bureau.
  
  You stated that you paid your monthly bill, but the service has been unavailable. When you contacted customer service about it, you were told to wait up to 48 hours for the towers in your area to become available.
  
  Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified.
  
  A review of your account shows that the service issues were caused by the *** card that was inserted in your phone. Although a replacement *** card or e*** will resolve this issue, our attempts to push an e*** to your phone were unsuccessful.
  
  Our records show that your Boost Mobile account was canceled when you ported out your phone numbers.
  
  In the interest of customer service, we refunded the $100.00 payment we received on April 20, 2024. Please allow up to five business days for processing.
  
  We apologize for any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  *********************;

• Initial Complaint

  Date:04/24/2024

  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.

  Ticket number ******* Ordered on the 16th a ******* galaxy s24 ultra black. Phone was in back order so we canceled and paid again for another phone. Having a real hard time getting a refund. Being told different stories. Maybe they can give me a refund and credit on our account.

  Business Response

  Date: 04/29/2024

  April 26, 2024
  
  
  
  Mr. Jr. ********************************************************************************************************************************* BBB Complaint #********
                  ************ - ************
  
  Dear ********************:
  
  On April 25, 2024, we received your complaint, dated April 24, 2024, filed with the Better Business Bureau.
  
  You said you purchased a ******* Galaxy S24 in Ultra Black;however, this particular make and model was on back order, so you bought another device. The original device never shipped, but you have not received a refund for it yet.
  
  We confirmed the device did not ship, so a $78.00 refund was issued to the card used to make the purchase.
  
  We apologize for the inconvenience.
  
  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: 04/29/2024

   
  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,
  
  Jr ********

• Initial Complaint

  Date:04/24/2024

  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 am reaching out to file a formal complaint against Boost Mobile for their recent changes in service terms and phone unlocking policies, which I believe are unfair and detrimental to loyal customers like myself. I have been a customer with ******************** for several years, appreciating their service until significant changes were made without adequate notice. Previously, I was enrolled in a $50 per month unlimited high-speed data plan, which was both affordable and well-suited to my needs. Recently, this plan was discontinued, and I was automatically transitioned to a new plan that costs $60 per month for only 40GB of high-speed data, after which the speed is reduced to 2G. This change not only affects my monthly expenses but also drastically reduces the quality of service I receive.Moreover, I have recently purchased a new ******* Galaxy S24 directly from Boost Mobile, paying the full price upfront. I was under the impression that purchasing the device outright would ***** me the flexibility to use it as I see fit. However, I was informed after the purchase that I must remain with Boost Mobile for an entire year before I can unlock my phone. This policy was not clearly communicated at the time of purchase and seems fundamentally unfair, considering I fully own the device. These policy changes and lack of transparency have caused significant inconvenience and dissatisfaction. As a loyal customer, it is disheartening to see my costs increase while the service quality and flexibility decrease.

  Business Response

  Date: 05/03/2024

  April 25, 2024
  
  
  *****************************************
  ********************************************* 1
  *****************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **************************:
  
  On April 25, 2024, we received your complaint, dated April 24, 2024, filed with the Better Business Bureau.
  
  You stated that you used to be on a $50.00 monthly plan with unlimited data, but it was recently changed to the $60.00 monthly plan with only 40 GB of high-speed data and once you hit the threshold, speeds are reduced to 2G. You also said you paid full price for your device, but we will not unlock it unless you have had services for one year. You requested a billing adjustment and your device to be unlocked. 
  
  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.
  
  A review of your account shows that it was established on March 24, 2024, with the $50 *************** Talk & Text + 40 GB of 5G/4G Data. Please note that this is the plan currently on your account. Your monthly rate reflects at $62.00, as you are paying $12.00 per month for Boost Protect Tier 2. We decline your request for a billing adjustment.
  
  As our records indicate you purchased your device at a significantly discounted rate, we decline your request to unlock it. It will be eligible for unlocking on March 24, 2025, as long as it meets our unlocking criteria.
  
  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: 05/03/2024

   
  Complaint: 21622668
  
  I am rejecting this response because:
  I did not get a discount for my phone I paid over the base price of the phone which is ****** and I paid 1100 at boost plus the fee for the phone bill I will take legal action if you do not resolve this issue 
  Sincerely,
  
  *************************************

  Customer Answer

  Date: 05/08/2024

  I've had boost mobile since 2016 there was no metered data on it dish is just being anti consumer and money hungry buying out boost and price gouging me I'm threatening boost with a lawsuit if they do not unlock my phone I baught in full price 

• Initial Complaint

  Date:04/24/2024

  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 am being overcharged and Boost is not willing to issue a credit or adjust the amount Im being charged. However, they are aware of the issue. Instead, they offered me a $5 credit until accounting can rectify the problem.

  Business Response

  Date: 04/30/2024

  April 28, 2024
  
  
  
  *************************
  *************************************************************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ****************:
  
  On April 26, 2024, we received your complaint, dated April 24, 2024,filed with the Better Business Bureau.
  
  You stated that you have been overcharged and you were not given compensation. You requested to receive a billing adjustment.
  
  Our records indicate that this issue has been resolved. The billing will be correct going forward and a credit was applied to the account on April 26, 2024, as compensation.
  
  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:04/24/2024

  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.

  Date of transaction would be 4/5/2024. My voucher for my phone insurance could not be used do to me being on the $25 plan. I was originally on the $35 plan but was switch because I was left without service for 2 weeks. Now they want me to pay $97.70 to have my service turned back and that's they only way to use my voucher. Its makes no sense to have insurance that you can't use. I would like my money back and my phone number ported if I decided to leave boost mobile.

  Business Response

  Date: 05/10/2024

  May 1, 2024
  
  
  
  ***********************
  3000
  ******************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ************:
  
  On April 26, 2024, we received your complaint, dated April 24, 2024, filed with the Better Business Bureau.
  
  You stated that you received a voucher from your phone insurance, but you were unable to use it. You indicated that you were told that you would have to pay $97.70 to restore your service. You said that you want a refund and your phone number ported, if you decide to cancel your Boost Mobile 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. Please be advised that if you elect to disconnect your service, we will not issue you a refund for what has been paid on the account.
  
  Please note that the ********************************* (FCC)regulates phone number portability and Boost Infinite strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include, but is not limited to: account number, account holder's name, phone number, five-digit ZIP code, passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.
  
  If you elect to port out your phone number, please contact customer care by dialing 611 from your ********************** device to obtain your porting pin and account number.
  
  Your account reflects that a payment of $97.90 was required to restore your service from non-payment, as the price plan was being changed from a monthly $25.00 plan to a three-month plan. Please note that we have stopped the price plan change and issued a credit to restore your service.
  
  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:04/24/2024

  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 am writing to express my dissatisfaction with Boost Mobile's services and to detail the issues prompting my complaint. Upon initiating service, I attempted to use my iPhone SE with an eSIM, aiming to port my existing number. However, the eSIM activation failed. Boost Mobile's troubleshooting efforts were unsuccessful, leading to their offer of a new number with a physical SIM card.Despite setting up this new account with auto-pay, I discovered charges for both the inactive eSIM and the new service on the physical SIM. This billing error began in February 2023 and continues. When seeking a refund, Boost Mobile refused, directing me to contact my bank.Furthermore, my payment history disappeared from the Boost Mobile app, although I have bank records supporting my claims. Boost Mobile's failure to deactivate the original number, ******, and their continued billing for both this and the replacement number, ******, is concerning.I called Boost Mobile on 4/24/24 to inform them about being billed on a line I had no ability to use. They stated I could not be refunded.I find these practices unjust and potentially predatory, as they bill for unrendered services and neglect customer complaints. I have requested cancellation of my current line and filed a complaint with the *** to address these issues.

  Business Response

  Date: 05/10/2024

  April 30, 2024
  
  
  
  *********************************
  **************************************** 104
  ******, CO 80247
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ********************:
  
  On April 25, 2024, we received your complaint, dated April 24, 2024, filed with the Better Business Bureau.
  
  You said you attempted to use your iPhone SE with the eSIM,but the activation failed and the troubleshooting steps were unsuccessful. You were offered a new phone number and physical SIM card, so you set up a new account. You stated we failed to cancel the line ending in 7249, which caused you to be billed for two accounts since February 2024. You requested a refund.
  
  When we spoke, I informed you that the calls were reviewed for both accounts. When you called in June 2023 about the line ending in 7294,you indicated your issue was resolved and you would call back if any more arose.
  
  We found no record of you being offered to set up a new account. This was done at a store, so you were aware a new account was being set up. However, you did not call in to address either account until April 2024. In addition, there were no requests on either account to cancel a line until April 2024. If you did not wish to be charged for both accounts, it is your responsibility to call in to request the line be canceled in a timely manner. Because you did not, we cannot issue a refund going back to February 2023. I offered you a refund for three months of service, totaling $81.48, which you accepted. This refund will be to the card ending in 6023. Please allow 3-5 business days for processing.
  
  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: 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,
  
  *****************************