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:04/23/2024
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 recently requested a refund from Boost Mobile due to the fact they weren&#**;t able to honor what I paid for. I paid for a data plan and they refuse to refund me for it.
Business Response
Date: 05/02/2024
April 25, 2024

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

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

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

On April 24, 2024, we received your complaint, dated April 23, 2024, filed with the Better Business Bureau.

You said that you paid for a data pack you did not receive.You requested a $10.00 refund.

Our records show a $68.00 refund was issued recently to the credit/debit card ending in 4935. The remaining credit balance on your account was from a courtesy credit applied on April 16, 2024. Credits are given as a courtesy and are nonrefundable. Additionally, 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. Your request for a $10.00 refund is declined.

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:04/23/2024
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.
*********************** From:******************** To:Boost Infinite Mon, Apr 22 at 9:15 PM Last Updated: 04/22/2024 9:10 P.M. EST Shipment DetailsShipment Details Shipment ProgressShipment Progress Youve Got the Details Youre seeing what customer service agents would share with you. If you need additional information, visit Contact Us. To change your delivery, use *** My Choice or contact your shipper.Times shown are in Local Time ChangeTime Zone 04/05/2024 7:16 P.M.Label Created Shipper created a label, *** has not received the package yet.United States As shown above, I bought a phone on April the 5th and it said it would ship within 3 days. Today's the April. April 23rd. . I've called six times To each they've told me the package is shipped that I would need to take out a file a claim with ***. *** said they can't do anything because they never received the package. As you can see above,, it just says the label was created. The phone was never shipped. I want a refund. and an apology from this company. ****FROM WHAT I'm SEEING FROM REVIEWS THIS IS HAPPING TO EVERYONE Fraud!!!!
Business Response
Date: 04/26/2024
April 25, 2024

***************************
517 Orchard Ln.
****************************;

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

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

On April 23, 2024, we received your complaint, dated April 23, 2024, filed with the Better Business Bureau.

You said that you purchased a device on April 5, 2024, and you were supposed to receive it within three business days.You indicated that as of April 23, 2024, you have yet to receive the device despite several calls to both *** and customer care. ******** care advised you to file a claim with ***, but you are unable to because the tracking is only showing the label was created. You requested a refund.

As you have indicated, you have yet to receive the order and *** has not updated the shipping information; therefore,we are considering this order as lost. On April 25, 2024, a $65.09 refund was issued to the card ending in 8821.

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:04/23/2024
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've been a customer with ********************** for a few years now and haven't had any issues up until now. Boost participates in the Affordable Connectivity Program aka as ACP and I am a customer that has been participating in this program for quite a while now. This program is funded by the government and provides affordable, discounted services to customers through their wireless services, which is the internet and cell phone providers. The funds are sent to the providers and a discount of $30 is credited to every customers account and the customer is responsible for the remaining balance. Every year, ACP will inform their customers via email and mail that in order to continue services, they must recertify to keep the benefits and this is the case with me. I received an email about recertification from ACP, which shortly thereafter, I received the application via mail from ACP in August of 2023 but had until October to complete it. I completed the application in August and mailed it back, received an email from ACP stating that my application was approved and recertified in September 2023. In October 2023, Boost de-enrolled me from the program without an explanation and had been charging me the full price of my plan which is $55. I called Boost and was told that I needed to re-apply and that ACP wasn't providing the money to them to credit my account, but when I called ACP, I was informed by management that ACP doesn't remove anyone from the program and only the cell phone providers can do that because the customers participate through the cell phone providers and that Boost can credit my account. I called ********************** back and spoke to a manager, which he credited my account; but since that time, from October 2023 to March 2024, I have been paying the full amount of my bill. They haven't been crediting my account but still charging me full price. I paid my bill last week and saw that it was credited with the discount. I paid the remaining balance now Boost is threatened to terminate.
Customer Answer
Date: 04/23/2024
This is the screenshot showing that I successfully made the payment of $25.00 last week. When I contacted Boost yesterday, I spoke to the Resolutions Manager, *****, and he informed me that ACP didn't drop the payment of $30, on my account which isn't true, and that I still owed that amount. I called ACP and spoke to a Representative, *****, and she explained that the funds had been credited to Boost and the only amount owed was $25. Since my benefits have been approved last year, Boost hasn't credited my account each month.
Business Response
Date: 05/14/2024
May 7, 2024

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

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

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

On April 23, 2024, we received your complaint, dated April 22, 2024, filed with the Better Business Bureau.

You stated that the Affordable Connectivity Program (***)benefit was removed from your account shortly after you completed your annual recertification for the program. You contacted both Boost Mobile and the *** support team, but you were given conflicting information. You requested a refund.

Our records indicate that your *** benefit was active under EID #******* with Boost Mobile until October 20, 2023. On that day, our records show it was transferred to a different provider. Boost Mobile is not able to initiate this type of transfer.

On November 16, 2023, a new *** application was created under EID #*******, but the requirements were not met and this application was rejected on December 31, 2023.

A refund is warranted for this issue.

The ********************************* announced that current *** customers can expect to receive their last benefit in April 2024, barring additional funding from Congress. At this time, no additional benefits will be applied to Boost Mobile accounts. For more information, please visit ***********************.

We regret any inconvenience experienced.

Sincerely,

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

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

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

Complaint: 21612163

I am rejecting this response because: if there was a transfer, I didn't initiate the transfer and why was there a transfer without anyone informing me that a transfer had taken place and would affect the status of me receiving a credit through the *** program. Furthermore, the *** is still funding the program, per ***, until the funds have been completely depleted and I should still receive a partial credit to my account. So, ********************** is still benefitting from the program because my account is still active per ***. Explain how my account was transferred to another provider and if that's the case, why am I still paying Boost money for the same membership service that I've been paying for since I've been a customer with them and I received a message from Boost stating that I would lose a partial of my benefit from *** in the month of May but Boost will pay for the remaining balance since I've been a loyal customer. ********************** is ripping people off by charging the regular membership plan and not crediting the account and this isn't right nor fair. There seems to be conflicting information or a misunderstanding that Boost and *** is not on the same page.

Sincerely,

*****************************
Business Response
Date: 05/28/2024
*** 28, 2024

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

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

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

On *** 24, 2024, we received your rebuttal, dated *** 23,2024, filed with the Better Business Bureau.

You maintain that you did not initiate a transfer of your Affordable Connectivity Program (***) benefit, and you asked why you are still being charged if the benefit was transferred. You also indicated that the benefit will continue until the funds run out and is still active according to the ***.

Our records indicate that your *** benefit was activated under EID #******* with Boost Mobile until October 20, 2023. On that day, your *** benefit was transferred to a different provider. This transfer was initiated through a different carrier. Boost Mobile is not able to initiate this type of transfer and has no information on the transfer. To reverse this,a transfer could have been initiated with Boost Mobile as was suggested to you in a response to a ********************************* complaint you filed in January 2024.

Your Boost Mobile account is separate from the *** benefit. The account remains active until you close it or fail to make a monthly payment. The *** benefit being applied to the account is dependent upon your application or transfer of the benefit with Boost Mobile.

The *** was not renewed by Congress and the program has ended. The last fully funded month of *** was April 2024. Boost Mobile has chosen to extend the credits for *** and June of 2024, as a courtesy to our Boost Mobile *** members. However, no refund is due as noted in the Attorney General response provided.

There are options available to lower your monthly rate through a plan change. Please check for these options on the Boost One mobile application, or you can call our customer care department at ***************.

Sincerely,

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

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

                *********************
Customer Answer
Date: 06/03/2024
Good Morning, I wasn't aware that there was response from the carrier until now. I read the reply and what is baffling to me is how is the *** benefit separate from my Boost mobile account when again, in order to apply, is through my mobile carrier. *** explained the process of how customers apply to receive the benefit. How does making a payment on behalf of my *** account, if I read that correctly, determine the continuation of benefits? I've never done that. Furthermore, I haven't received any extended assistance or credits from Boost since the program ended. I paid my regular payment of $55 last month and when it gets closer to the date of paying my bill for this month, I will receive a text of what is owed, so I haven't received a credit for *** and don't expect to receive one for this month either. Boost is saying one thing but the actions do not align or coincide with what is being said to the customer.
Initial Complaint
Date:04/22/2024
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 billing amount yesterday was $10.61, so I used my credits and it brought my total down to $4.81 and that's what I paid. Later this afternoon, they took out another $30 and they're trying to blame it on the *** and the *** program. I have paid the full amount of $40.61 minus credits since Oct 2023 because Boost Mobile canceled my enrollment in the *** program.
Business Response
Date: 05/03/2024
April 24, 2024

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

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

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

On April 23, 2024, we received your complaint, dated April 22, 2024, filed with the Better Business Bureau.

You stated that yesterday you used your Boostcoins to bring your account balance down from $10.61 to $4.81. You made the $4.81 payment, but this afternoon $30.00 was taken out of your account. You also indicated that you were enrolled in the Affordable Connectivity Program (***), but you have been paying your full billed amount of $40.61 since October 2023. You requested assistance.

On April 21, 2024, you redeemed $5.80 in your Boostcoins and made a payment of $4.81, which left a balance owed of $30.00. As your account is enrolled in automatic payments, the $30.00 was processed on your monthly recurring charge date of April 22, 2024.

Our records indicate you were disenrolled from the *** on September 23, 2023, as you did not provide shipping information for your free hotspot device. As you were not enrolled to receive *** benefits, this meant you were responsible for the full monthly charge of $40.00 plus applicable tax.

As you were enrolled in automatic payments and you were not enrolled to receive *** benefits, your billing is correct and no refund/adjustment is warranted.

Sincerely,

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

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

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

Customer Answer
Date: 05/08/2024
These are pictures of the hot spot device that ******************** sent me...they claim that I was never sent one. It worked until they canceled my *** program participation.

They've already admitted that I paid the full amount due every single month. The *** program does not have access to any companies billing system...Boost Mobile and every other company decides how much to charge customers and if any special discounts apply!

They are the one who billed me the $10.61 and that is what I paid minus my Boost coins...I shouldn't be penalized for their billing s**** up!

***********************
Business Response
Date: 05/16/2024
May 15, 2024

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

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

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

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

You stated you are rejecting our response, as you received a hotspot device that worked until your Affordable Connectivity Program (***) benefits were canceled. You continue to claim you should not have had to pay more than $10.61 for the month of April 2024.

After further review, we located a second ********************, that was receiving *** benefits up until March 2024. This account was signed up to receive hotspot data; however, it was disenrolled from the *** due to no usage. Please note that a qualifying household may lose the *** subsidy from Boost Mobile if there is no usage within any calendar month. For more information, please visit ********************************************************.

You cannot receive *** benefits on two accounts; only one *** benefit is permitted per household. As you were receiving the benefits on account ************, you would be responsible for all monthly charges for account ************.

We decline your request for any billing adjustment or refund.

Sincerely,

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

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

                *********************;
Customer Answer
Date: 05/16/2024

Complaint: 21611150

I am rejecting this response because: They are not telling the truth! The hot spot device was not canceled in March 2024...it hadn't worked for at least 4-5 months prior to the date they are claiming!

Sincerely,

***********************
Business Response
Date: 05/24/2024
May 23, 2024

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

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

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

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

You stated that you are rejecting our response, as you claim the hotspot stopped working four or five months prior to you being disenrolled from the Affordable Connectivity Program (***).

Our records continue to reflect that account ************ was disenrolled from Boost Mobiles *** plan in March 2024, due to nonuse.Please note, at no point prior to that, did you contact customer care indicating the hotspot was not working or stopped working.

As you were receiving *** benefits on account ************ until March 2024, you were not eligible to also receive them on account ************.

Please note, the *** stopped accepting new applications and enrollments on February 8, 2024, and the last fully funded month of the program was April 2024. As no new applications are being accepted, you would be responsible for the charges on account ************, if you wish to receive the hotspot services. You are also still responsible for all charges on account *************** you wish to receive mobile service.

If you are indicating issues with the services not working as expected, we recommend contacting customer care by dialing 611 from your ********************** device and going through troubleshooting. Please note that on account ************ we would not be able to troubleshoot until you make a payment to restore service, as it is currently interrupted for nonpayment.

While we regret that you do not agree with the information in our previous correspondence, there is nothing more that we can do to assist you.

Sincerely,

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

cc:           ****** /******* Better Business Bureau
                *******************, #***
                ******,CO 80210
Customer Answer
Date: 05/29/2024
The first 2 screenshots are my call log showing that I called Lifeline and verified that I was enrolled in the *** program...they verified that it was through Boost Mobile and that it was the Hotspot and that my payment was $10.61. The third screenshot shows that Boost Mobile's response stating that an account is past due...that is a complete lie! I have absolutely NO other accounts than the one that I've contacted you about. And the last screenshot shows that they are contradicting themselves by saying that account #************ was UNENROLLED in the *** program in March 2024 and that I wasn't allowed to have 2 separate accounts...WHY are they just now stating that there were 2 accounts? Clearly their accounting departments have NO what the other is doing because they applied the $10.61 Final *** amount to my phone account ****************************** could that be when the other supposed account was suspended due to non payment? I've only ever been charged for 1 account...they are making up this other account!
Customer Answer
Date: 05/30/2024
They are lying in their response. I've never had 2 accounts with them...only one. The first screenshot are the calls that I made to Lifeline to confirm my participation in the *** program. I did not make any calls to Boost...I "chatted" with them through their app. They're saying that one of the accounts was terminated due to non payment but how can that be? I'm still using them as my provider for my phone but haven't used hot spot since October '23. They really have no idea what they're talking about!
I just want my $30 back that they had no right to charge me...it's their accounting departments mistake- not mine!
Customer Answer
Date: 05/31/2024
These are my calls to Lifeline back in October '23 that I made verifying my enrollment in the *** program. When communicating with Boost Mobile I used their chat feature in the app so that *** be the reason why they're claiming that I never called them regarding any of this!
I've never had 2 separate accounts with ************************** sure what the account starting with 832 is. The account that is for my phone service starts with 150.
My first question regarding their response is to the highlighted paragraph...if the account starting with 832 was disenrolled from the *** program, WHY was my phone's account starting with 150 the account that had the balance due of $10.61 that is in question?
Second question is...why are they claiming that my phone service is interrupted when I'm currently using it? And my account is NOT past due.
As you can see...my account is current and not past due.
This is as far back as I can go because there's no additional payment history.
This is how many Boost coins I currently have and will be redeeming then for ****** payment.
As you can see by their inaccurate response that their billing department really has NO idea what their customers actually owe!
I did have another question for you *****, I noticed that it shows the amount of $4.61 as the amount in question and that is incorrect! The amount in question is $30.00 - this is what they took out of my checking account after I had already paid the amount shown which was $10.61! You can see from my payment history that I have always paid close to the amount of $40.61 minus whatever Boost coins I had for the month so why would I just decide to pay a lesser amount IF it wasn't what the amount due was?
Thank you,
***********************
Business Response
Date: 06/06/2024
June 4, 2024

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

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

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

On June 3, 2024, we received your third rebuttal, dated June 3, 2024, filed with the Better Business Bureau.

You stated you are again rejecting our response, as your account is not past due, you never had two accounts and you continue to dispute the $30.00 taken out of your account in April 2024. You also mentioned that the amount shown owed was only $10.61, which you paid with your Boost coins and a payment.

Our records indicate that account ************ was created on December 22, 2022, exclusively for phone services. Please note that this account never received ACP benefits. The account ************ was created September 18, 2023, exclusively for hotspot services: this account received ACP benefits.The account ending in ************************************************** 1813 is currently interrupted.

As we previously advised you, the payment of $30.00 was taken on April 22, 2024, as your monthly recharge amount is $40.61 and you only had $10.61 sitting in your account balance. Please note that we cannot advise on why you elected to make a payment of only $4.81 on April 21, 2024, as your account never showed the balance owed of $10.61.

If you wish to continue to receive services from us, you will be responsible for the monthly charge of $40.61.

We again decline your request for any billing adjustment, as the charges on your account are valid and accurate.

Sincerely,

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

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

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

Customer Answer
Date: 06/07/2024

Complaint: 21611150

I am rejecting this response because: They're contradicting themselves! She states that my account showed that I had a balance of $10.61 and used my Boost coins which brought my amount due to $4.61 and that's what I paid. Then in the same paragraph she says she has no idea why I paid just $4.61 when my normal amount due is $40.61?? She also states that my phone account never had access to the *** program but yet can't explain WHY their billing department posted my amount due as only $10.61 which is what the amount of the *** program was but yet I never had it on that account?? This person clearly has NO idea as to what their billing department is doing nor will she admit that Boost Mobile screwed up!
I will NOT accept anything but a full refund of the $30.00 that was taken without permission.
Sincerely,

***********************
Initial Complaint
Date:04/21/2024
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 paid insurance on my phone for a long time now almost a year. Boost denied my claim after I tried to use my paid for insurance to replace my stolen phone and it was denied for inaccurate reasons. I was also due for an upgrade and that somehow was suddenly wiped off my account. I had come to find out someone else was using my number and they did nothing about that either but suspend my paid for service. it has been an overall awful experience and waste of time effort and money.
Business Response
Date: 05/10/2024
May 2, 2024

***********************************
********************
******, WV 25064

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

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

On April 22, 2024, we received your complaint, dated April 21, 2024, filed with the Better Business Bureau.

You said that you filed an insurance claim for a lost phone, but you were denied for inaccurate reasons. You also said that the device upgrade option has been removed from your account.

I attempted to contact you at the phone number and email address you provided in your complaint, but I did not receive a reply to either message.

In my email I informed you that although the insurance premium is paid to us, the funds are transferred to the plan administrator, Likewize, who also underwrites the plan. Boost Mobile has no authority or input on their policies governing any aspect of their decision-making process. Therefore, you will need to contact Likewize directly at ************** to dispute their reasons for denying your claim.

The upgrade option was removed from your account because the phone was switched to a lost/stolen status.

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:04/20/2024
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 purchased a phone and was unable to activate the phone. I returned the phone and would like to recieve a refund of the $60.00 that I prepaid on this account. I have attempted to call the company with no success anf I have also contacted the escalation department with no success.
Business Response
Date: 04/26/2024
April 25, 2024

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

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

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

On April 22, 2024, we received your complaint, dated April 20, 2024, filed with the Better Business Bureau.

You stated that you purchased a phone, but you were unable to activate it. You returned the phone, but never received a $60.00 refund for it. You also mentioned that your calls to customer care were unsuccessful. You requested the refund be provided.

Our records indicate the refund was not issued because we did not receive notice from Amazon your device had been returned to them. On April 25, 2024, a $60.00 refund was issued.

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:04/19/2024
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 spent all afternoon , 3 and a half hours setting up my new account, signed the contract, was approved with my credit 3 times , and paid ****** taxes on the iPhones(****** has be refunded) was in the process of porting my numbers and closing my account at ******* , got 4 emails stating my iPhones were on their way to get ready to activate them . So I tracked it last night to find out ONLY THEN that Boost had entirely canceled my complete order with absolutely no notification or explanation what so ever! And the ****** I still am out has a persons name on *************************!! What goin on?!! And its just a vile way to treat people! I have a signed contract and they obviously dont honor their OWN CONTRACT
Business Response
Date: 05/13/2024
May 10, 2024

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

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

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

On April 22, 2024, we received your complaint, dated April 19, 2024,filed with the Better Business Bureau.

You stated that you set up an account, placed an order for two devices, paid $300.00 and received emails stating that it had processed and the devices were shipped. You found out later that we canceled the order without explanation and refunded $150.00. You indicated that you signed a contract for cell phone service and the two devices, and you would like this contract fulfilled.

Our records indicate that your order was canceled due to the use of multiple different names with the same email address. This was flagged in our system per our terms of use, labeled as The Deal on our website.

A review of your account shows one payment of $150.97 was taken on April 17, 2024, covering the cost of the data plan and insurance for two devices. The devices themselves were to be financed. This payment was refunded on April 24, 2024.

If you are still interested in signing up for service,please use a different email address and submit a new application.

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

                *********************
Initial Complaint
Date:04/19/2024
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 misplaced my SIM card and had to get a new one. after getting the sim card I called into boost mobile to get directions on activating it in my Boost mobile phone. The rep confirmed my number 3 times, asked me for my phone info, and proceeded to activate my sim. After turning it back on I found that she had attached my sim to someone else's number, she then did it again, and told me to make a phone call and it said welcome to tmobile, something I'd never heard, it indicated the phone was not in service, she did it again, my number was still not back connected and my phone began to malfunction, she did it again and left me with someone else's number by the name of *******************-************. Meanwhile, my phone is no longer fully functional with someone else's number. I WAS SENT A SIM CARD SINCE THEY RUINED THE OTHER ONE AND THE ***** WOULD NO LONGER DO ANYTHING WITH THE NEW SIM CARD. I CALLED 4/15/24 THEN 4/16/24 AND THEN 4/19/24 ALL I WANTED TO DO WAS ACTIVATE A NEW SIM CARD, NOW I'M WITHOUT A ***** AND SIM CARD!!!!!!!!!!! I AM A CANCER PATIENT, I CAN'T CALL MY NURSES NOR DOCTOR, NO ONE IM ANGRY! **** IDIOTS! BECAUSE THESE CALLS ARE TAKEN BY OFF SHORE REPS,THEY ARE FREE TO HANDLE CUSTOMERS ANYWAY THEY PLEASE BECAUSE THEY CANNOT BE TRACED AND THEY ARE AWARE,BOOST IS RIDICULOUS.LOUSY SERVICE.
Business Response
Date: 05/10/2024
April 24, 2024

***********************
************************
******, AZ 85745

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

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

On April 19, 2024, we received your complaint, dated April 19, 2024, filed with the Better Business Bureau.

You stated that you misplaced your *** card. When you went to activate your replacement, the agent activated the *** card on another persons account who has a number of ************. You indicated that after this occurred, your phone started to malfunction. You expressed your dissatisfaction with the customer service you received, and requested a replacement device be overnighted to you.

Our records indicate that the agent who activated the *** card number was the one you provided on April 15, 2024. Please note that we are unable to find any validation that this *** card was attached to another customers number, as the number you refer to above is not an active Boost Mobile number. On April 16, 2024, you contacted customer care and requested another replacement *** card and one was sent to you. On April 19, 2024, you called customer care for assistance with activating this card.

If your phone was damaged during the *** card swapping process, this would not be Boost Mobiles responsibility, as an agent cannot damage your phone remotely as you indicated.

If you are experiencing issues with the services not working as expected, we request that you contact customer care and go through the applicable troubleshooting steps. Please note your account records reflect that when you contacted customer care on April 19, 2024, you refused to be transferred to our technical team to go through the necessary troubleshooting steps.

We decline your request for a replacement device, and we regret that the customer service you encountered did not meet your expectations.

Sincerely,

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

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

                *********************
Customer Answer
Date: 05/20/2024
FIRST OF ALL EVERYSINCE YOUR REP DID THE ACTIVATION PROCESS I HAVE BEEN WITHOUT A PHONE.MY PHONE WAS NOT DAMAGED SO YOU CAN FORGET THAT EXSCUSE.YOU ****** UP MY SERVICE AND IT STILL ISNT FIXED,I HAVE FILED A COMPLAINT WITH MY ATTORNEY GENERAL AND FCC,I DIDNT DISCONNECT MY OWN SERVICE NOW DID I.THEN WHEN I TRIED TO GO TO ANOTHER CARRIER TO GET SERVICE,BOOST WOULD NO RELEASE MY NUMBER.JUST ADMIT IT,YOUR REPS DONT NO WHAT THE **** THEY ARE DOING,MY PHONE CLEARLY HAS NO SERVICE STILL,YOU PEOPLE LIE ANDYOUR FRAUDS AND I HAVE THE PROOF.THEY STILL HAVE NOT FIXED MY SERVICE,I SIMPLY CALLED TO ACTIVATE A NEW SIM AND THEY F#CKED UP MY SERVICE AND THATS ALL TO IT
Customer Answer
Date: 05/20/2024
AND YOUR REP TOLD ME TO FILE A CLAIM AND GET ANOTHER PHONE DUE TO THE ISSUE,I HAD TO PAY FOR THE PHONE,IT WAS NOT OVERNIGHTED,YOU CAN KEEP THAT LIE TO
Customer Answer
Date: 05/20/2024
THEY CANT SEEM TO FIND VALIDATION WHEN THE FINER IS POINTED AT THEM,I HAVE A ROOM MATE WHO I ATTEMPTED TO CALL FROM MY PHONE AND A DIFFERENT NUMBER CAME UP,THEN AN UNAVAILIBLE NUMBER CAME UP AND THEN ***************** CAME UP ON THE LAST ATTEMPT SO PLEASE STOP LYING,YOU JUST CANT SEEM TO TAKE ACCOUNTABILITY WHEN YOU HAVE F!CKED UP SOMEONES SERVICE,I DIDNT DISCONNECT MY OWN SERVICE NOW DID I
?
Customer Answer
Date: 05/20/2024
YOU ARE FRAUDS AND YOU BILLING ME FOR SERVICE I M NOT GETTING,WHATS YOUR EXSCUSE? IM SURE YOU HAVE ONE? WHY ARE YOU BVILLING FOR SERVICE I DONT HAVE? CAUSE YOUR A **** FRAUD! NO EXSCUSE FOR THAT.UNPROFESSIONAL,UNEXCEPTABLE AND UNJUST,THESE IDIOTS ARE LITERALLY TAKING MY SSDI MONEY,THIS WONT GO UNADDRESS,THEY CAN LIE UNTIL THEIR FACES FALL OFF,I WONT LET IT GO.INSTEDA OF POINTING THE FINGER AT THE CUSTOMER A REAL COMPANY WOULD HAVE REACHED OUT DIRECTLY TO ME AND TRIED TO RESOLVE THE PROBLEM,BUT IMMEDIATLEY THE COMPANY TRIED TO FIND ANY FLAWED ITEM THEY COULD FOR AN ARGUMENT."YOU F!CKED UP MY SERVICE,YOU FIX IT,ITS THAT SIMPLE.AND QUIT F!CKING TAKING MY MONEY WHEN I DONT HAVE SERVICE.
Customer Answer
Date: 05/20/2024
THESE PEOPLE AT THIS LOCATION WHERE ABLE TO SEE THAT AFTER THE CALL WITH THE REP MY SERVICE IS SHOWING AS HAVING AN ISSUE AND INSTEAD OF ATTACKING ME OR LYING THEY TRIED LOOKING INTO IT!
Customer Answer
Date: 05/20/2024
I WOULD HIGHLY SIGGEST YOU NOT LIE ANYMORE THAN YOU HAVE,I HAD SEVERAL WITNESSES AT MY HOME THAT DAY,MILITARY WITNESSES,CALL THEM LIARS IF YOU WANT,SO YOU BEST WATCH IT,MY ROOMATE IS ALSO A VET AND SHE WAS STANDING RIGHT NEXT TO ME AS I BEGAN HAVING TRIGGERS AND MELT DOWN HELPING ME WHEN BECOMMING DISTRESSED TRYING TO TROUBLE SHOOT ALMOST 10 TIMES THAT DAY SO STOPP WITH THE ** I HAVE WITNESSES,SOMETHING YOU DONT,YOU HAVE LIES AND UNEXPERIENCED REPS ***** WHAT YOU HAVE AND YOU NO WHAT ELSE I HAVE? NO GOD **** SERVICE.
Customer Answer
Date: 05/20/2024
THIS IS MY ROOMATE SPECIALIST ******,I CALLED HER ***** AT THE **** IT DID WORK WHILE THE REP WAS WORKING WITH ME ON THE ***** VIA MY COMPUTER,THE FIRST 2 CALL ON THE FIRST PART OF THE SCREEN SHOT ARE MINE.NUMBERS ENDING IN 4551 AND 5350.......OH BUT YOU HAVE NO RECORDS AND OTHER NUMBER WAS ATTACHED,MIGHTY FUNNY YOU JUST SAID IT WAS JUST THE ONE NUMBER YOU **** LIAR!
Customer Answer
Date: 05/20/2024
I also attempted to port my number /switch services and boostmobile is restricting the port, I tried 3 different carriers. I have reported it to fcc,GUESS SHE AINT GOT NO RECORD OF THAT EITHER WELL THE *** DOES,NOW GO GIVE THEM ALL YOUR 100 EXSCUSES AND SEE HOW FAR YOU GET LIAR
Customer Answer
Date: 05/21/2024
I SEE YOU GOT REAL QUIET LIAR AFTER I SENT IN THAT ***** AND I ALSO SEE THAT YOU GUYS SENT 2 MO WORTH OF CREDIT,OBVIOUSLY SAYING YOU STILL WONT HAVE MY PHONE FIXED FOR ANOTHER MONTH.SEE YOU IDIOTS GET AWAY WITH LYING AND MANIPULATION CONSUMERS BUT YOU WONT DO THAT WITH ME *****************************,ONLY AFTER FILING A COMPLAINT WITH THE ***'S DISABILITY OFFICE YOU PROVIDED CREDIT TO MY ACCOUNT,BUT WHEN I WAS CALLING IN COMPLAINING ABOUT IT,YOU DID NOTHING,TRASH.I ATTACHED MY COMPLAINT TO THE *** SO YOU CAN SEE HOW FAST THEM CREDITS ROLLED IN THIS MORNING.*************************** WAS ON TOP OF IT! LOOK AT THAT!
WHEN THE **** IS MY SERVICE GOING TO BE UBACK UP AND RUNNING WITH MY PHONE NUMBER ************? NOW THAT YOU CANT LIE ANYMORE BECAUSE I HAVE THE ***** NEEDED WHAT ARE YOU GOING TO DO NOW?YOU MESSED UP MY SERVICE,YOU NEED TO FIX IT.YOU NEED TO PAY EVERY MONTH I GO WITHOUT SERVICE.YOU HAVE INEXPERIENCED REPS AND YOU HAD THE ***** TO ATTACK ME ON YOUR STATEMENT,TACKY A** LADY YALL BETTER FIX MY **** PHONE AND GET MY NUMBER BACK WORKING
THESE IDIOTS AT BOOST HAVE MY PHONE NUMBER SEIZED,THEY MESS UP YOUR SERVICE AND TRY TO MAKE IT YOUR PROBLEM WHEN THEY DID THE DAMAGE AND THEN THEY SEND ***************************** TO LAUNCH A RAGEDY A** ATTACK ON THE CUSTOMER,LOL,GOOD JOB,BUT NOT.NOW GET MY **** PHONE FIXED.
Customer Answer
Date: 05/21/2024
SINCE BOOST MESSED UP MY SERVICE AND TRIED TO MAKE IT MY FAULT I HAVE ALSO FILED A COMPLAINT WITH THE ARIZONA ATTORNEY GENERAL,SO ******************************* ,HE'S SOME MORE HOME WORK FOR YOU,NOW YOU LIE TO THESE FOLKS AND YOUR A** IS GRASS.ILL BE COMMING WITH RECIPTS.GET MY **** PHONE BACK UP AND RUNNING.
Customer Answer
Date: 05/22/2024
I STILL HAVE NO SERVICE,SINCE APRIL 15 2024,IS THIS OK? WHAT IS HAPPENING? IS ANYTHING BEING DONE? COME ONBRITTNEY WHERE IS THE UPDATE? I SAW HOW FAST YALL FURNISHED THEM **** CREDITS AFTER YOU WHERE CONTACTED BY THE FCC,WHY CANT YOU FIX MY SERVICE THAT FAST? YOU GUYS ARE THE REASON I HAVE NO SERVICE,WHEN ARE YOU FIXING MY SERVICE?
Customer Answer
Date: 05/23/2024
Here is a recording of a phone call with boostmobile when following up to get clarification on what's going on and how this thing started
Customer Answer
Date: 05/23/2024

here is a link to the phone call with boost rep yesterday 5/22/24 which the rep confirms various things regarding this issue and further confirms ***************************** misrepresentation and deceit.She has continued to draw a picture of "the customer is wrong,its the customers fault!" with her lying @$$.

*************************************************************************************
Customer Answer
Date: 05/23/2024
AND I EXPECT FOR YOUR TACKY @$$ES TO PAY MY ***** BILL UNTIL YOU FIX THE PROBLEM THAT YOU CREATED ALTHOUGHT YOUVE SPENT ALL YOUR TIME BLAMING IT ON ME,FORTUNATLEY I GOT A REP WITH SENSE ON MY LAST ***** CALL WHO SES "EVEN IF YOU HAD ***** PROBLEMS,THAT HAS NOTHING TO DO WITH THE SERVICE,THAT IS A SERVICE PROBLEM".......WELL LOOK AT THAT! HE ALSO CONFIRMS I DIDNT CALL IN FOR A ***** PROBLEM NOR A NEW NUMBER SO U NO WHERE U CAN SHOVE THAT LIE.AND YOU LIED ABOUT ATTACHING DIFFERENT NUMBERS TO MY SIM CARDS,LUCKILY THERE IS A THING CALLED SCREEN SHOTS,YOU NO WHAT THOSE ARE? PROBABLY NOT.THAT SCREENSHOT TOOK PLACE WHILE I WAS ON THE ***** WITH YOUR REP,IT IS TIME AND DATE STAMPED SO YOU CANT LIE....AS WELL AS MY WITNESSES.
YOUR A HORRIBLE LIAR,YOU SHOULD WORK AT ********,LESSLYING YOUD HAVE TO DO.YOUD ONLY HAVE TO LIE ABOUT THE ***** BEING FRESH.
Customer Answer
Date: 05/23/2024
Today when I spoke with boostmobile once again the rep ADVISED ME TO FILE ANOTHER INSURANCE CLAIM FOR ANOTHER PHONE JUST LIKE LAST TIME ,BUT ACCORDING TO ***************************** MY PHONE WAS BROKEN.............BOOSTMOBILE IS FRAUDULENT,THIS IS THE SECOND TIME THEY HAVE ASKED ME TO FILE AN INS CLAIM FOR A PHONE,THIS S*** AINT FREE,IM ON DISABILIRTY AND HAVE TO KEEP SPENDING MY SSDI ON PHONES OVER THEIR MISTAKE,THIS IS ENTIRELY CRAZY
Customer Answer
Date: 05/30/2024
THE BOOSTMOBILE REP MESSED *P THE NETWORK CONNECTION ON MY LINE.BEFORE CALLING ON THE 15TH I HAD SERVICE,AFTER THAT CALL I NO LONGER HAD SERVICE.

BOOSTMOBILE MADE AN ERROR AND NOW THEY ARE TRYING TO MAKE IT MY ISS*E,THEY LIE SO **** M*CH THEY CANT KEEP *P WITH THE LIES THEY TELL J*ST LIKE HOW THEY TRIED TO MAKE IT LOOK LIKE THEY WILLINGLY GAVE ME CREDIT ON MY ACCO*NT BECA*SE THEY WERE STILL CHARGING ME FOR SERVICE,B*T IT WASNT *NTIL AFTER THE *** CONTACTED THEM ,THAT THEY F*RNISHED THE CREDITS AS I REPORTED FRA*D,SO THERES THAT LIE TO .

THEY MESSED *P MY SERVICE,THAT IS NOT SOMETHING I CO*LD HAVE DONE AS THE C*STOMER.MY ***** IS NOW SAYING WELCOME TO "TMOBILE"AFTER THEIR REP DID THE *** PROCESS.THEY ARE NOT GOING TO PIN THIS PROBLEM ON ME WHEN THEY DID IT AND THAT IS *NJ*ST FOR THEM TO TERY TO MAKE THIS MY PROBLEM WHEN THEY ARE THE **** WHO DID IT.

***************************** ALSO LIED ABO*T NO RECORD OF OTHER N*MBER BEING ATTATCHED TO THE *** B*T AS YO* CAN SEE I AM ABLE TO SHOW YO* THE N*MBERS THAT CAME *P ON THE ***** AS THE REP WAS TELLING ME TO MAKE CALLS D*RING THE *** ACTIVATION PROCESS AND SHE CONNECTED 2 N*MBERS AND ONE *NAVAILIBLE.THE SCREEN SHOT DOESNT LIE,AND IT IS AT THE EXACT TIME I WAS ON THE CALL WITH THE REP * CANT LIE!
Customer Answer
Date: 05/30/2024
HOW IS IT THAT MY PHONE SUDDENLY SES "WELCOME TO TMOBILE" AND I NO LONGER CAN MAKE CALLS OR TEXTS NOR RECIEVE THEM,FOLLOWING THIS ACTIVATION PROCESS?
HOW IS THIS SUDDENLY THE CUSTOMERS FAULT? WHY WHEN YOU CALL MY NUMBER DOES IT SAY ITS DISCONNECTED IF NOTHING IS WRONG,BUT I AM A BOOSTMOBILE CUSTOMER? NONE OF WHAT YOUR SAYING MAKES SENSE AT ALL
YOU LIE AND UNACCOUNTABLE,YOU NEED TO FIX MY SERVICE
THATS WHY YOUR PAYING MY BILL WITH THESE CREDITS,IF IT WAS MY FAULT WHY ARE YOU PAYING MY BILL? LOL **** LIARS,YOUR PAYING IT BECAUSE YOU MADE AN ERROR CLEARLY WHICH IS ALSO WHAT YOUR REPS HAVE REVEALED
Customer Answer
Date: 05/30/2024
AFTER BOOST ADMITTED THEY MADE AN ERROR,A COUPLE DAYS LATER I GOT THIS EMAIL WHICH CONFIRMS ******** IS A **** LIAR,AND THEY TOLD ME THAT THE NEWEST TROUBLE TICKET WAS OPENED BY THEIR HEADQUARTERS
SEEMS A LITTLE FUNNY TO ME FOR SOMEONE WHO DIDNT DO ANYTHING TO BE OPENING TROUBLE TICKETS,FURNISHING CREDITS AND SO ON.IDIOTS,ALL THE ***** IVE SENT IN TELLS A DIFFERENT STORY FROM WHAT THEY ARE SAYING.
Business Response
Date: 06/04/2024
June 4, 2024

***********************
************************
******, AZ 85745

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

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

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

You are rejecting our response, as you state that you continue to be billed for services that are not working and you have attempted to port out your number, but have been unsuccessful. You also expressed your continued dissatisfaction with the customer service you have received.

A review of your account reflects that, to date, you have received a total of $210.00 in account credits. Please note that this more than covers the time you have not had services. As we have previously advised you,once the issue is resolved and services are working, additional credits will be issued if warranted.

A review of your account reflects that on April 19, 2024,you called into customer service and requested a replacement phone be sent out,at which time you were instructed to file a claim. Please note that had you not indicated the device was broken, you would not have been instructed to pursue this action. It is also worth noting that in your original complaint, your desired resolution was a replacement phone being sent out. Additionally, please note that the screenshot included in your complaint of the chat that occurred after you called in does not include the entire conversation, as the chat agent clarified you had previously been advised to file a claim and they asked if you had done this.

We show no attempts to port out your phone number. As previously advised, ************ is not recoverable. If you attempt to port this number, you will continue to receive a failed message. Once the customer management tool is updated to reflect the active number, we will be able to provide you the correct porting information.

We regret any inconvenience you may have experienced and appreciate your patience.

Sincerely,

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

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

                *********************;
Customer Answer
Date: 06/05/2024

Complaint: 21599915

I am rejecting this response because: I WAS TOLD TO GET A NEW ***** BECAUSE THE **** DID NOT WORK AND BECAUSE THE ***** BEGAN SAYING"WELCOME TO T MOBILE"THEY INSTRUCTED ME TO GET ANOTHER *****,STOP WITH THE BS.THE SAME WAY I CALLED IN ON THE 15TH AND SAID"PLEASE MAKE SURE MY NUMBER STAYS ON MY ***** REPEATEDLY AS YOUR REP KEPT REPEATING MY NUMBER AND REASSURING ME THATS WHAT WOULD HAPPEN.,I ENDED UP WITH NO SERVICE AND NO NUMBER,YOU ARE RESPONSIBLE AND YOU MADE AN ERROR,I DO NOT ACCEPT YOUR RESPONSE FOR ANY REASON.

YOU S*** ON MY SERVICE AND THEN TRY TO BLAME ME FOR IT.YOU LIE SO MUCH BUT I HAVE PRODUCED EVIDENCE FOR EVERYTHING IM SAYING.I GOT THE *** CARD FROM BOOST TODAY AND THE SAME THING HAPPENED AND NOTHING WORKED SO WE CAN CONTINUE THIS WITH TH FCC.....YOU **** 3 DIFFERENTNUMBERS TO MY ***** THAT BELONMMG TO OTHER PEOPLE AND LOSE MY ,YOU CAN KISS MY ***,I DONT ACCEPT A **** THING,YOU NEED TO FIX WHAT YOU MESSED UP.I WILL MAKE IT CLEAR AND HAVE PROOF YOU PUT OTHER PEOPLES NUMBER ON MY *****,I WILL TAKE IT UP WITH THE FCC.
AGAIN MY *** CAME TODAY AND IT STILL AINT WORKING SO NOW WHAT CAPTAIN?

Sincerely,

*******************
Business Response
Date: 06/14/2024
We are rejecting this arbitration/mediation request.
Business Response
Date: 06/26/2024
June 26, 2024

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

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

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

On June 24, 2024, we received your second rebuttal, dated June 21, 2024, filed with the Better Business Bureau.

You stated that you are rejecting our response, as you want your phone number recovered and you continue to be billed for services you are not receiving. You also said that you have tried porting out, but your efforts have been unsuccessful. You then mentioned that you were told to get a new phone, as yours does not work. You indicated that you received the *** card,but nothing changed. In addition, you want a gift card to purchase new phones with a new service provider of your choice.

Please note, we have previously informed you the number ************ is not recoverable.

A review of your account reflects that the active number,************, has been updated on the customer portal and a replacement *** card was ordered at no cost. Please note that prior replacement *** cards would not work, as the number on the customer portal had not been updated to the active one.

Our records indicate you were unable to port out ************ as the number was not active. For your reference, the porting PIN for the numbers ending in 4551 and 3958 are ****** and ******, respectively.

We continue to show that you were advised to file a claim,as you stated your device is broken.

While you indicated you have received the new *** card, our records do not reflect that you have activated it. Please contact customer care or go to a store near you for assistance.

In total, you have received $210.00 in credits. Please note that you have not paid for the services for the line ending in 3958 since your payment on May 1, 2024, and this line has had working services the entire time.

We decline your request for a gift card; however, a refund of $200.00 will be provided to your card ending in 4321, and your device has been unlocked.

This information has also been provided to you through the Office of the Arizona Attorney General and **********************************

Sincerely,

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

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

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

Customer Answer
Date: 06/26/2024

Complaint: 21599915

I am rejecting this response because: I STILL HAVE NO SERVICE AND THATS NOT OK,YOU WILL NEED TO TAKE CARE OF A NEW PHONE AND SERVICE ELSWHERE SINCE YOU CANT FIX THE PROBLEM YOUVE CAUSE.YOUR TALKING AS IF YOUVE DONE ME A FAVOR,NO YOUVE DONE WHAT SHOULD BE DONE,RETURNING MONEY YOU TOOK THAT YOU SHOULD HAVE NOT OR MONEY I SHOULDNT HAVE BEEN SPENDING DUE TO YOUR MISTAKE,YOU STILL DONT TAKE ACCOUNTABILITY.MY NUMBER IS STILL NOT WORKING,YOU CAN SAY IT IS UNLOCKED ALL YOU WANT,IT WAS UNLOCKED BEFORE AND IT WASNT WORKING AND IT ISNT NOW,I PLAYED THE TMOBILE JINGLE FOR THEIR REP AFTER THEY REPORTED EVERYTHING WAS UPDATED AND MATCHING,GUESS WHAT,STILL NOT WORKING.AND THE **** HAVE BEEN NOTIFIED AND THE FCC.YOU THINKING THIS IS JUST GOING TO GO AWAY WITH ME HAVING NO WORKING SERVICE IT OUTRAGEOUS.

Sincerely,

*******************
Customer Answer
Date: 06/28/2024
I had already let you guys know when I received the new SIM card and the fact that it was activated and it still did not work. The phone still says welcome to T-Mobile. This is clearly a boost issue and if boost cannot figure out what they did wrong then they need to do what's right so that I can get phone service elsewhere. I was very clear about the fact that I received their SIM card and it had been activated and the phone did not work. I also let the inspector general know that as well as the *** which is why they will not close the case because I still don't have service and boost Mobile isn't going to make a mistake not be able to fix it and just shoo me away with no service. Not to mention the phone number that I paid for is now gone so they need to compensate me for that as well. I reject all of their responses because boost Mobile still has not taken accountability. They can say they've credited me. They can say they've done this and they can say they've done that. But what they cannot say is that my phone service has been restored and I can now make phone calls and text messages. That's what they cannot say because I cannot make phone calls and I cannot send text messages nor receive text messages or phone calls. They did this. They're not going to **** me away after they have made a mistake. That is not fair and it's a violation of my rights as a consumer
Customer Answer
Date: 07/10/2024
So I still have no service and now have someone else's number,no justice.
Business Response
Date: 07/10/2024
This case has been reopened after multiple rebuttals, and the new claim the customer reiterates all the details that have been addressed. The core issue surrounds the device (phone) multifunctioning after a replacement sim card was sent/inserted by the customer. Unfortunately the customer is not accepting our response nor willing to complete any troubleshooting steps. We believe our responses have answered the customer's concern.

Can you please close Case ID ********?

Please let me know if you have any questions.

Thanks,

*********************;
Initial Complaint
Date:04/19/2024
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 financed 2 phones and received them 4 weeks ago as of 4/18/2023. One phone was properly activated. That was m wife's phone, who is a gig worker and is on the road most of the time. The other phone, mine that I use for my home business, was not activated.This is all over some sort of major error in Boost's system in terms of porting my phone number in from the previous carrier.4 weeks of e-mails, phone calls, conference calls with the previous carrier, and contact with the boost social media time have all been fruitless. I've even been hung up on and had live chats disconnected on me mid conversation. I've been kind and patient. I've never been rude or yelled at anyone. I've only tried to explain how badly this situation is affecting me as a disabled adult.Not only am I paying my old carrier to keep my line active so I don't lose the number, I'm also paying boost for a phone I cannot even use. To top it all off, my phone with the previous carrier finally met it's end (this the new phone I purchased for weeks ago), so now I have no way to contact anyone or my customers in terms of phone calls.Not only is there a lot of monetary loss right now, it's created an insane amount of issues in every aspect of my life. While the previous carrier contacts me every other day to check on the situation, boost doesn't contact me at all. I have to contact them constantly for updates, and am never given any actual information on what the issue is. They've open and closed countless service tickets with no information. All anyone tells me is to "be patient," as if somehow believing in them or myself will magically make the problem go away?I need the phone, so refunding it or returning it isn't an option. I need to keep the phone number cause it's tied to my small business in so many ways it could cause me to go bankrupt in today's just to change it on all the printer materials and other sources. I'm at a loss here, and no one seems to have the ability or desire to help.
Business Response
Date: 04/26/2024
April 23, 2024

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

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

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

On April 19, 2024, we received your complaint, dated April 19, 2024, filed with the Better Business Bureau.

You stated that you financed two phones and received them on March 18, 2024. You were able to activate one of the lines, but not the other. You mentioned that you have spent four weeks on this, and you have to pay your previous provider to keep your number active on top of paying for our service. You indicated that countless number of tickets were opened, but no resolution has been reached.

Our records indicate that the second line was unable to be activated, as your old service provider is not releasing your phone number. We recommend contacting your previous provider and asking them to manually release your number, so that we are able to gain ahold of it to activate your service.

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.

On April 4, 2024, you were provided with a $50.00 account credit for this issue.

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: 04/26/2024

Complaint: 21599854

I am rejecting this response because the way your company handled itself for nearly 5 weeks is appalling. You still did not complete the job that was requested and as a result I took a much larger loss than what was offered. It's nice to know that disabled customers can be lied to and taken advantage of with such ease.

Sincerely,

*************************
Customer Answer
Date: 05/01/2024
Almost a full month in and the number was never properly ported and no real help was given. I had to push to just get a new number, it wasn't offered to me. After some additional effort they finally activated it. I was given an insulting credit and told that was all my account was worth as a new customer. So. I'm out a lot of money to change all my printed material for my business to a new number, on top of losing some business and having to pay the other company to keep the line open that was never ported. This was an absolute nightmare. At this point I plan to move to another company as soon as my phone is paid off.
Initial Complaint
Date:04/19/2024
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.
Good afternoon, I'm ***********************. To Whom This May ******** I would like to issue concerns regarding the lack of diversity and the **** poor customer service at the ******************** store that is located at **************************************. Every month, once a month, my mom, **************************, goes into this establishment in order to pay her monthly phone bill that's only about $60.00, but there's always a long line with only one person working it. She and I have never seen more than one person working in that establishment at the very beginning of the month. One person is always performing all of the transactions from the consumers instead of having at least three or four working concurrently while performing separate transactions for all of the customers in order to cut down on the wait times for the customers. We believe that because the majority of the consumers are black like us, we believe that we're receiving lackluster customer service. We have gone to similar ******************** stores in communities that have predominately white customers, such as Towson and ************* and never run into this issue. This leads us to believe that the employees are behaving in a prejudice manner towards us. What are some of the strategies that can be executed in order to ensure that the wait times are reduced and what kind of hiring practices can the corporate office use to attract and retain a better group of employees? Please let me know if you have any questions or concerns. Thank you, ***********************
Business Response
Date: 05/13/2024
May 8, 2024

***************************
9603 Axehead Ct.
************, MD 21133

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

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

On April 19, 2024, we received your complaint, dated April 19, 2024, filed with the Better Business Bureau.

You stated that during your visit to a particular Boost Mobile retail location, you experienced long wait times. You also mentioned that stores in different areas do not have the same problems. You requested these issues be addressed with better staffing and hiring practices.

Please note, Boost Mobile stores are independently owned and operated.

We appreciate your feedback and your concerns will be shared internally with the appropriate personnel.

Sincerely,

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

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

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

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