Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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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

4,971 total complaints in the last 3 years.
1,514 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:04/13/2024
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 Sunday April 8 2024 I went to purchase service from boost ***** store **************************** the employer was very nasty after I told him what Id like he ask me to hand over my phone did God knows what in two minutes time he then said ok theres uyour phone I noticed I had two numbers to no avail I couldnt make calls or receive calls I called later to find out I had to use my primary number or personal until I received a SIM card in the mail 7-10 business days I had the service cancelled boost said I should go back to the local store to request a refund to no avail now I have no phone to use and I need a phone also I have not received a refund or a SIM card
Business Response
Date: 04/30/2024
April 26, 2024

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

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

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

On April 15, 2024, we received your complaint, dated April 13,2024, filed with the Better Business Bureau.

You stated that you went into a Boost Mobile retail store to transfer your phone number to us. The employee took your device for two minutes. When you got it back, you had two phone numbers and could not make or receive calls. You found that you had to use your primary number until you received a SIM card by mail, but you had no service. You requested a refund.

We spoke by telephone on April 26, 2024. I advised you that all Boost Mobile retail stores are independently owned and operated. I offered to submit a complaint about the store to our internal liaison, but you refused. I suggested that you could set up a new account with ******************** and port your old phone number to it, but you refused this as well.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; nonetheless, I made an exception and authorized a $25.15 refund. Please allow seven to ten business days for processing.

Sincerely,

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

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

                *********************
Initial Complaint
Date:04/13/2024
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 received a phone from my father in law who has purchased a boost mobile phone from a third party retailer. It has not been in use or active for the last 6 months, and had provided it to me so I may use it. I attempted to contact Boost mobile with getting the phone unlocked to take it to my carrier but was met with incredibly unprofessional customer service representatives who said that the phone could only be unlocked after it had been active under a boost account for 12 months. Why should a phone be active under an account when it is outright owned by the consumer? Boost Mobile is a huge scam just trying to strangle any ***** they can get! The worst mobile service provider and now I'm stuck with an unusable phone.
Business Response
Date: 04/30/2024
April 25, 2024

*******************************
NM 87413

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

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

On April 15, 2024, we received your complaint, dated April 13, 2024, filed with the Better Business Bureau.

You said that you received a phone from your father-in-law. When you tried to unlock it to use with your carrier, you were told that the phone had to be active for 12 consecutive months before it could be unlocked.

I attempted to contact you at the phone number and email address you provided,but I did not receive a response to either my voice message or email.

As stated in my email, generally, phones purchased through Boost Mobile are done so at substantially lower prices than the Manufacturer's Suggested Retail Price (MSRP), and this is why we require phones to be associated with an active account for 12 consecutive months.

That being said, to verify the phones origin, activity and ability to unlock requires the **** number. If you would please respond with this information, I will be able to determine if your phone can be unlocked.

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: 04/30/2024

Complaint: 21571769

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that things are still not resolved as I am waiting to hear back from ***** regarding if the phone can be unlocked.
Also, the information is inaccurate as I did respond to his email on 4.26.24 with the **** and recieved a response on 4.29.24
I am not satisfied as I still have not gotten an exact answer.
Please see the screen shots provided with details.

With my regards,

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

Business Response
Date: 05/13/2024
May 9, 2024

*******************************
NM 87413

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

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

On May 8, 2024, we received your rebuttal, dated May 7, 2024,filed with the Better Business Bureau.

You said your phone is still locked. You also stated that my response is inaccurate because you did respond with the **** in an email on April 26, 2024.

We are still unable to determine the origin of the phone and the amount paid. Therefore,as a courtesy, since this is a relatively inexpensive phone, I unlocked it. However,this is a ******** device and it requires the manufacturers PIN *************, to complete the unlocking process. The phone must be powered on and connected to a Wi-Fi network to receive the unlock command. Please understand that, although the phone has been unlocked in our system, you may need to contact the manufacturer if the secondary code does not complete the process.

You are correct that you responded on April 26, 2024 with the ****; however, my response is dated April 25, 2024.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:04/13/2024
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 writing to express my profound disappointment with Boost Infinites deceptive practices regarding network access. Despite being promised access to the Smart Network upon financing a new iPhone 15 Pro **** I was only assigned one unreliable network, ***** instead of being able to utilize Dish Wireless, which is available and prominent in my area. This failure to provide access to Dish Wireless, despite its availability, is particularly egregious given the companys claims of network switching capabilities. The Smart Network should enable customers to access Dish Wireless while within its service area and seamlessly switch to another network when outside of it, similar to services provided by prepaid carriers like ****** Fi. Boost Infinites refusal to implement such functionality, despite numerous online complaints echoing my experience, is deeply concerning. As someone with experience in telecommunications, I understand the importance of honesty and transparency in customer relations. ********************** must prioritize customer satisfaction and take immediate action to rectify this situation by providing access to the promised network and ensuring transparency in all customer communications.
Business Response
Date: 04/17/2024
April 16, 2024

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

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

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

On April 15, 2024, we received your complaint, dated April 13, 2024, filed with the Better Business Bureau.

You said that even though you were promised Americas Smart Network when you decided to finance a new iPhone 15 Pro **** you were assigned only one network: AT&T. You indicated that AT&T is unreliable in your area, and we refuse to implement functionality to choose a network. You requested assistance with your account.

********************** members who live in a supported area and have a compatible device can access the Boost Wireless Network (Americas Smart Network). When not in an area covered by the Boost Wireless Network, compatible devices will connect to one of our two partner networks.

Once an account is established, we assign each line a network based on a selection engine that is updated regularly. This determines which network a line receives based on a variety of factors.Unfortunately, we currently do not offer the ability to choose a network and are actively working on the capability; however, we cannot speak as to how it will work or when it will be available.

Our records indicate that when you activated your device on March 14, 2024, you were assigned the AT&T network,as the Boost Wireless Network is not available in your area. Please visit ***************************************************************** for more information.

A review of your account reflects that you have not contacted customer care regarding network issues. If service is not working as expected, please contact them to go through applicable troubleshooting steps.

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:04/12/2024
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 am writing to file a formal complaint against Boost Mobile regarding an issue I have encountered while attempting to activate my iPhone 14 Pro *** on their network.On April 12, 2024, I ported a line to Boost Mobile and brought over my unlocked iPhone 14 Pro ***, which I purchased from Metro by T-mobile approximately seven months ago. Following the porting process, I attempted to activate my iPhone using the eSIM feature, as instructed by Boost Mobile's activation procedure. However, despite following the provided instructions, I did not receive any notification to add the eSIM.I immediately contacted Boost Mobile customer support, and after being transferred to their "advanced technical support" team, I was advised to wait for a new eSIM to be sent to my device's IMEI2. Despite their efforts, I did not receive any eSIM, and the issue remains unresolved.Furthermore, I would like to highlight that my iPhone 14 Pro *** is unlocked, as confirmed by the device's settings, which indicate "No SIM restrictions" under carrier lock.Despite multiple attempts to resolve this issue with Boost Mobile's support team, including waiting the advised 30 minutes and following up with them, I have not been able to activate my device on their network. Moreover, the support team's suggestion to contact Apple or Metro for further assistance is concerning, as this issue appears to be specific to Boost Mobile's activation process.This experience has caused significant inconvenience and frustration. As a consumer, I expect a seamless activation process when switching to a new carrier, and Boost Mobile has failed to meet this expectation.Therefore, I kindly request that the BBB investigate this matter and take appropriate action to ensure that Boost Mobile resolves the activation issue promptly and provides adequate support to me.My Boost Mobile phone number is ************. My Boost Mobile Account number is ************. My ******************** Pin is ****.
Business Response
Date: 04/23/2024
April 17, 2024

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

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

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

On April 15, 2024, we received your complaint, dated April 12, 2024, filed with the Better Business Bureau.

You said your attempts to activate your iPhone 14 with the eSIMs sent to you were unsuccessful. You also expressed concern with the service you received, as you said you were told to reach out to Apple for further assistance. You expected a seamless activation process. You requested assistance with activating your device.

My attempts to contact you at ************** on April 16 and 17, 2024, were unsuccessful, but I left a message each time. I also sent an email to ********************** with a request that you contact me.

We strive to provide excellent customer service and we regret that your experience was unfavorable.

In order for me to look into your issue further and attempt to rectify it, I will need additional information from you regarding your device. You can reach back out to me directly at ************** or ********************************.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:04/12/2024
Type:Billing 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.
Hello,Im traveling and wanted to unlock my iphone 12 that I have had for nearly a year with Boost mobile so I can put a sim card from the country I am currently in. I have paid all my bills until the prospective unlocking date which they mention is June 4, 2024 but despite that they will not accept to unlock it even a day before that date even though my future bills have been paid with account balance. I regret dealing with this company that seemingly gets so much pleasure from giving their customers unpleasant experience and hardship.
Business Response
Date: 04/26/2024
April 23, 2024

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

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

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

On April 12, 2024, we received your complaint, dated April 12, 2024, filed with the Better Business Bureau.

You said that you are traveling and you would like your phone unlocked, but your request was denied.

Boost Mobile sells phones for substantially less than the Manufacturers Suggested Retail Price (MSRP); therefore, we require that the phone remain active on an account for 12 consecutive months. However, since you are just over one month from meeting this criterion, I made an exception and initiated the unlocking process. Please ensure the phone is powered on and connected to a Wi-Fi network.

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: 04/26/2024

Better Business Bureau:

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

Sincerely,

*******************
Initial Complaint
Date:04/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased service from Boost mobile and was charged $20 immediately although I had not yet received the *** card. I was not able to use my service until midday of March 17th, 2024. Today my service was suspended. I want to know why I am being charged a WHOLE WEEK extra! I was originally seeking an adjustment to the 17th. But now I am seeking a billing adjustment to March 18th (or whatever numerical date in which my service is turned back on). I am being scammed and will not stand for it. I called TWICE and was promised a call back both times from Boost. I was never called. I am being kept from receiving important news, as I am awaiting a job call. Also, my name is wrong! My name is ***************** as I put on the application, yet Boost mobile keeps using the wrong name to address me!!! If this isnt fixed, I will immediately pull my service and fight ALL charges, including the 20$ and will go to court if necessary.
Business Response
Date: 05/08/2024
May 6, 2024

Mr. *****************
*********************
**********************

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

Dear Mr. *************** April 12, 2024, we received your complaint, dated April 11, 2024, filed with the Better Business Bureau.

You said you signed up for service and you were charged $20.00 immediately, even though you had not received a SIM card. You also did not activate your account for a week, and you want an adjustment for this period charged. In addition, the name on the account is wrong.

My attempts to contact you at ************** on May 2, 3 and 4, 2024, were unsuccessful and I was unable to leave a voice message with my contact information. I also sent an email to *********************** with a request to contact me.

A review of your account indicates that it was disconnected on April 9, 2024, due to non-payment. You attempted to open a new one and a $12.62 payment was made for a SIM card. I submitted a $12.62 refund for this April 18, 2024, payment; please allow 7-10 business days for processing.

Your account has to be active to update the name.

I am willing to issue a service credit of one month if you are interested in reactivating your service. Please contact me at ************* or *********************** if you are interested.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:04/11/2024
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 did not receive service and my sim service have ended.I got charged by boost mobile via paypal, charge details are attached.I have complained to paypal and they deemed the charge as valid.I reached out to boost mobile but they and denied the validity of the charge and ended my online chat.
Business Response
Date: 04/26/2024
April 23, 2024

*************
CA 95123

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

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

On April 12, 2024, we received your complaint, dated April 11,2024, filed with the Better Business Bureau.

You stated that you did not receive service and the *** service has ended. You said a payment was made through PayPal that you unsuccessfully disputed. You provided three screenshots of payments, but only one of them was made through PayPal, dated April 8 with no year listed: the others are dated October 9 and January 8, again with no year listed. You requested to receive a refund.

We located an account under the email address you provided,but it was activated back in October of 2022. A thorough search of our system found ten separate accounts set up under your information. We located the account in question, under the email address ******************** with a PayPal account, under the email address ****************.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable;nevertheless, I authorized a refund of $47.04 to the PayPal account under the email address **************** as an exception. Please allow seven to ten 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
                *****************************************350
                ******,CO 80210

                *********************
Customer Answer
Date: 04/27/2024

Complaint: 21563685

I am rejecting this response because:
The other two payments I attached are also from Paypal, from the same boost mobile account (the charge interval is 3 months). And I believe if you lookup the transaction id or my account charge history you'll see the charge.
I understand sale are final, but that only applies when I agreed to the sale. I'm expecting a full refund of all three payments I didn't agreed to be charged.

Sincerely,

*************
Customer Answer
Date: 05/02/2024
Hi, The full refund I'm expecting is $94.1 dollars
Business Response
Date: 05/14/2024
May 13, 2024

*************
CA 95123

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

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

On May 9, 2024, we received your rebuttal, dated May 9, 2024,filed with the Better Business Bureau.

You rejected my response, requesting that we refund the other two payments you disputed, as you did not agree to the sale.

The Boost Mobile Terms and Conditions,which you agreed to upon activation of your service, disclose that your account will remain active until you contact us to close the account. We have no record of any attempt on your part to contact us to close the account. Your account is currently active. Based on the details of your complaint, we have removed AutoPay from the account to prevent future charges.

As I previously made an exception to refund a $47.04 payment back to your PayPal account no further refunds are warranted.

Sincerely,

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

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

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

Complaint: 21563685

I am rejecting this response because: Your statement that I didn't attempted to cancel the service does not hold true and I did attempted to cancel my autopay. There must be glitch of your system not catching my action to cancel. If you search my cell usage over the span of these three payments, I'm sure there's none.
And if everything you claimed is true, why do you refund me one out of the three payments, but not the other two?

Sincerely,

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

*************
CA 95123

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

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

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

You indicated that our response said that you did not attempt to contact us to cancel the service. You also inquired as to why we refunded one payment, but not the other two.

As stated previously, we have no record of any attempt on your part to contact us to close the account.

We provided a refund of one payment, as a considered and fair option in response to your complaint. At this point, we consider the issue closed.

Sincerely,

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

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

                *********************
Initial Complaint
Date:04/11/2024
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 paid ***** for a phone and phone service. They cancelled my order then I had to wait 10 days to get a refund and they only refunded me *****. I want my full refund. I tried to explain to them that I just got the refund yesterday of ***** he wasn't listening. I want my full refund!
Business Response
Date: 04/23/2024
April 13, 2024

*****************************
57 Crocus St.
*********, ** 15611

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

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

On April 12, 2024 we received your complaint, dated April 11, 2024, filed with the Better Business Bureau.

You said you paid $83.95 for a phone and service that was canceled. You only received a refund of $42.69. You requested the remaining refund, but the agent you spoke to was not listening.

Because your order was canceled and you called in within 10 days,I submitted a request for the remaining refund of $41.26 to be issued back to the card ending in 5191. Please allow 3-5 business days for processing and delivery.

Please note: you are currently enrolled in autopay and your last day of service will be May 1, 2024, before you will be automatically charged. If you do not wish to be charged, please remove autopay.

I regret the way your issue was handled by our representatives.Thank you for bringing this issue to our attention, so that we may address it with the appropriate personnel.

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

Sincerely,

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

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

                *****************************
Initial Complaint
Date:04/11/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a phone on February 11th and it ended up getting lost. I filed a lost package claim with *** at the time. That was a huge hassle with both *** and Boost Mobile as neither were communicating to each other on the process and what needed to be done at the time. A month later *** ended up finding the phone. The decision was that they would ship it back to Boost Mobile to be inspected. The "lost" phone was delivered on March 11th. I was told by multiple Boost Mobile agents that it would take 3-4 weeks a refund would be processed by the time the device was delivered, again which was March 11th. I am now writing this April 11th and still have not received a refund. In the meantime I ordered a new phone while I was waiting for this whole thing to process. At this point I've made twice and only have one phone from them. They have the lost phone but refuse to refund me amount for the phone. Boost Mobile has been the worst company to work with on this issue and they have been of no help when contacting someone from any one of their teams. Then they wonder why they are losing subscribers in the past few months since they don't know how to properly, and efficiently handle a lost phone and provide a refund. At this point I just want my refund, but I honestly should get more than that for wasting 2 months of my life dealing with their terrible service. I have all the support ticket numbers with Boost Mobile in which they have all closed and tracking number of the phone being returned. Please give me my money back! You have no excuse to hold onto my money when you have the device back in your possession.
Business Response
Date: 04/30/2024
April 26, 2024

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

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

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

On April 12, 2024, we received your complaint, dated April 11, 2024, filed with the Better Business Bureau.

You said that you ordered a phone on February 11, 2024, but it was initially lost,then found and returned on March 11, 2024. You were told you would receive a refund within three to four weeks, but you still have not.

I reviewed all records associated with your phone order and determined the refund was delayed due to the device being returned to an address that is not a designated shipping/receiving facility. As stated in my voice message to you today, a refund for $253.19 has been initiated to the card ending in 5165.

We apologize for any inconvenience this has caused.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 04/30/2024

Better Business Bureau:

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

Sincerely,

*****************************
Initial Complaint
Date:04/11/2024
Type:Product 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 bought a brand new phone from Boost Mobile and each time I add insurance, the next day the insurance is removed. I've only been refunded once even though I paid several times which I can show in my debit card transactions. Then there's a confusing message that says my device is protected but above that it says I have no eligible devices. I have been a customer of ******************** since 2018 but I am going to have to leave this company. I would like a refund to my debit card or credit toward my next bill because this issue has been going on since April 3rd 2024 its now April 11th 2024 and I just keep getting bounced between Boost Mobile and Likewize. Likewize is the insurance company that Boost Mobile uses.
Business Response
Date: 05/06/2024
May 5, 2024

***************************
*****************. 4F
********, ** 11212

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

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

On April 12, 2024, we received your complaint, dated April 11, 2024, filed with the Better Business Bureau.

You stated you have been unable to add and maintain Boost Protect to your Boost Mobile account. Each time ********************** Protect has been added to your account, it has been automatically removed despite your card being charged. You requested the device be insured, and to receive a refund of the previous payments made for Boost Protect.

Due to New ************** law, Boost Mobile cannot currently insure devices under $250.00. As the device you purchased was only $150.00, it cannot be insured via Boost Protect.

When we spoke today, I informed you that our records indicate several payments were made when adding Boost Protect to your account: $4.62, $4.44, $3.56 and $3.38.All payments were refunded to your financial institution when system safeguards removed Boost Protect, with the latest refund being processed on April 11,2024. You stated that you understood the situation, and I said that if you have any further questions on this matter, you may contact me at **************.

Sincerely,

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

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

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

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,

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

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