Complaints

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

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

• 

  Team Mobile - Green Springs

  66 Green Springs Hwy Homewood, AL 35209-4902

• 

  Boost Mobile

  827 Taylor Ave Towson, MD 21286

• 

  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

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:04/10/2024

  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.

  On April 8, 2024, I purchased and opened an account under the name *******************, at the Boost Mobile located at ***********************************************. The phone did not charge quickly so I attempted to return the phone an hour later. The clerk at the counter was the only salesman there and who helped me previously said he would contact his manager about a refund. The clerk and the alleged manager spoke Spanish but I understood when the clerk mentioned ******, the language I spoke. The clerk then directed me to look at the receipt, the fine print which said, no refunds or exchanges. However, nowhere in the store was their no refund policy posted nor did the clerk verbally state the no refund policy in order for me to make an informed decision. When I told the clerk, he restated what I said to the manager in Spanish but the manager was adamant about no refunds. I told the manager I would report the business. The manager was not concerned and said, " Okay". I asked the manager his name and he said it was ****. I asked his last name and he said **********. I don't think the manager was being truthful about his name. The manager also said since he was a franchise he didn't need to post their policy. I informed him that statement was incorrect and laws in ************* say he has to have his policy posted before sales are made. I was not given information to make an informed decision regarding their policy. I need a full refund. I also believe I was discriminated against since the manager asked my language. My refund was denied because of my nationality. The clerk mentioned the owner catering to Spanish speakers and then the clerk and manager started texting or emailing one another since I do understand a little Spanish. The clerk also asked for ID in order to open a pre-paid account which I never encountered before.

  Business Response

  Date: 05/08/2024

  April 29, 2024
  
  
  
  ***********************************
  MA 02127
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ********************:
  
  On April 10, 2024, we received your complaint, dated April 10, 2024, filed with the Better Business Bureau.
  
  You said you purchased a phone at a Boost Mobile retail location on April 8, 2024, but noticed almost immediately that it did not charge properly. When you tried to return it, the sales clerk informed you of the stores no-refund policy, which is printed on your receipt. You also mentioned the customer service you received. In addition, you expressed concern that the clerk asked for your ID to open a prepaid account. You requested a full refund of your purchase.
  
  When we spoke on the phone, I informed you that Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. I informed you that while I may not enforce any policies or procedures on any retail location,I would send an email to our Retail Escalations Team to investigate this incident, and they will follow up with you.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable. We apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  
  
  ******************************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  **************************************
                  ******,CO 80210
  
  *****************************
  
  

  Customer Answer

  Date: 09/27/2024

  My apologies for not responding with the allotted 7 day time frame, I have had some personal matters to deal with. Please re-open my claim. After 5 months of the phone not fully charging, the phone also will not charge on a portable charger.  After sale, the phone was refurbished and not new as described by the salesman. There is also the issue of being discriminated against be abuse of my nationality.  All of which is unacceptable and not being considered. Thank you for your attention to this matter. 

• Initial Complaint

  Date:04/10/2024

  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 first signed up for Boost mobile in November 2022. The had a Black Friday special for phone service at 25 dollars a month as long as you keep this service. It was for a 40 dollar plan but advertising a 25 dollar plan. I was told I would be billed 49 dollars for the first month and 25 dollars after. When I got my next bill it was 40 dollars and it was supposed to be 25 dollars. I called boost mobile several times for 3 months just to try to get my bill fixed. It never got fixed and I had to beg for the 15 dollar credit. They escalated my issue and I called back later and they told me that my bill would not change so I contacted the bbb and sent all the proof of the deal and text messages that I had gotten from boost mobile and a month later I started getting a 15 dollar credit. I've always gotten the credit on the 9th the day before my phone was due. I did not get my credit this month so I had to call boost mobile again and explain everything all over again and spend 20 minutes on the phone. I finally was able to get the credit from the agent but my previous credits were automatic so I need this fixed please. I should get a credit of 15 every month til I cancel my service. I do not want to call boost mobile every month and literally beg to get what I have coming to me. I've attached several screenshots of proof of everything. Including text from boost mobile ******** team

  Business Response

  Date: 04/26/2024

  April 23, 2024
  
  
  
  Mr. *************************
  *******************************************************************************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **************:
  
  On April 11, 2024, we received your complaint, dated April 10, 2024, filed with the Better Business Bureau.
  
  You said that you are supposed to be receiving a $15.00 monthly discount associated with the 2023 Black Friday special offer reducing your bill to $25.00.
  
  A review of your account found that you have been receiving the $15.00 credit each month, with the most recent occurring on April 10, 2024. Therefore, no additional credits/discounts are warranted.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *******************************, #***
                  ******,CO 80210
  
                  *****************************
  
  

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21559136
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************. As I said in my complaint I was receiving a automatic 15 dollar credit every month until last month when they stopped. I had to call customer service and beg for the credit last month. So no  this does not resolve my issue. It's like you didn't even read my whole complaint. I should not have to call customer service and be on the phone for ,30 minutes or more just to get what I signed up for. Please make my bill right. It is supposed to be 25 dollars a month not 40. Please start giving my 15 dollar automatic credits  automatically like I was getting. I always got the credit on the 9th of every month the day before my bill is due. Please fix this once and for all. I have nothing but problems with boost since I signed up 18 months ago. PLEASE FIX ONCE AND FOR ALL. AGAIN THE CREDIT I GOT LAST MONTH EAS FROM YOUR CUSTOMER SERVICE THAT I HAD TO BEG FOR. AGAIN I WAS GETTING THEM AUTOMATICLY AND IT STOPPED. PLEAS FIX

   

  Business Response

  Date: 05/03/2024

  May 3, 2024
  
  
  
  Mr. ******************************************************************************************** IN 46222
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **************:
  
  On May 2, 2024, we received your rebuttal, dated May 1, 2024,filed with the Better Business Bureau.
  
  You said that you rejected my response because you have to call each month to receive the $15.00 credit you used to receive automatically.
  
  As I stated before, a review of your account found that you have been receiving the $15.00 credit each month, with the most recent being applied on April 10, 2024. The next credit is scheduled to be automatically applied on or about May 10, 2024, and will continue each month thereafter.
  
  What you are referring to are rewards, or coin credits, that can be redeemed through the BoostOne app. If you are having difficulty redeeming these credits using the app, you should speak to a representative to troubleshoot. At this time, we do not have any plans to automate the redemption process for rewards credits.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C
  
  cc:           ****** /******* Better Business Bureau
                  *************************
                  ******,CO 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:04/10/2024

  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.

  Phone is unusable in ***********. The data is deprioritized so much I cant browse a website and have to connect to WiFi. I used to use 15 gbs a month with my previous carrier and now only 1 gb because I cant use it Phone calls constantly drop at least once a week Chat does nothing to help me besides go through the same troubleshooting steps over and over. Only options is to pay for my entire balance of my phone to leave because Boost Infinite trapped me with a phone payment plan and then made my service terrible in the 7th largest city in ******* They also want to sell me to have deprioritized data which in my opinion shouldnt be the case when the data I have that is unlimited I cant even use. I dont understand how the service can be so terrible compared to everyone else and figured being in a major city living 15 minutes from downtown I would have good service, not like I live in the middle of nowhere

  Customer Answer

  Date: 04/11/2024

  I have also connected with several other Boost Infinite iPhone for life customers with the same exact issues in major Texas Cities. This is easy a fraud case by Boost infinite by over promising and under delivering high speed data on a quality network. Majority of the time I cannot even run a speed test due to the network being unavailable and simply errors out on major websites. Apple has stated there is nothing wrong with the phone and it is the network but Boost Infinite claims the network is perfectly fine and shows 5G data in my area but they fail to provide any high speed data to my account/phone.
  

  My account number is ************

  Business Response

  Date: 05/08/2024

  May 6, 2024
  
  
  
  ***************************
  10154 Asta Trl.
  *********************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear Mr. ****************** April 11, 2024, we received your complaint, dated April 10, 2024, filed with the Better Business Bureau.
  
  You stated you have experienced issues with your Boost ***************** resulting in dropped calls and the inability to connect to the network. You requested to either have these issues resolved, or to return your device and cancel your service.
  
  When we spoke, I informed you that our technical team is working at resolving your connection issues, and they have implemented a temporary fix.
  
  I applied an adjustment equal to one month of service to your account. You accepted this resolution.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***********************************
  Corporate Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  cc:          ****** / ******* Better Business Bureau
                  ***********************************350
                  ******, CO 80210
  
                  *****************************

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this service a few months ago under the impression that this company was using technology of the future. I am supposed to have great cell service, and 5G. Even when I have full bars and 5G displayed on my phone, I can not perform regular functions on normal basis such as text message or phone call. I have contacted customer support since day one with issues. I would assume not providing adequate service to me on a contractual basis could be considered a breach of contract in some sense. They have tried to refresh my SIM card, my signal, and my phone with no success. I am trying to leave this service, but they are requiring me to pay off my phone of over ***** dollars. I offered to return it, then requested to return due to the only reason I am trying to leave is cause of their unreliable service. They have refused. Now they are telling me that if I were to pay it off, it would be multiple days before I can actually have it unlocked, meaning I am forced to be with them longer. They advertised a service, that is not just not true. I also paid for international roaming, it did not work as advertised. I contacted them immediately after my trip before my bill came out, they said they would look into it. Now, I just paid my bill, and they refused to issue a refund for the amount for the international roaming. This company has not lived up to their promises or advertised abilities. I just want to leave this company. I would like them to accept my refund of the phone and just be done with it. I will be forced to pay over ***** dollars to leave. I do not feel that is ok since they have not delivered on their advertised promises.

  Business Response

  Date: 04/26/2024

  April 23, 2024
  
  
  
  *********************
  **************************************** 2
  *******************
  
  Re:          BBB Complaint #********           
  795809009675 - ************
  
  Dear **************:
  
  On April 10, 2024, we received your complaint, dated April 10, 2024, filed with the Better Business Bureau.
  
  You said you signed up a few months ago,but have had ongoing unresolved service issues. You contacted us to return your device, cancel the financing contract and account; however, you were told you would have to pay over $1,000.00 to cancel and have the device unlocked. You also had problems with international calling we refused to refund.
  
  When we spoke on April 23, 2024, I informed you that we offer a 30-day money-back guarantee, but your account was activated on January 4, 2024. Nonetheless, I will make an exception and allow you to return the device. Once received in acceptable condition, the financing of the device and the account will be canceled. You will need to arrange with your new provider to retain your phone number by porting it out to them. You accepted this resolution.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  DISH Wireless, 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.

  However, I am still waiting on confirmation email from Boost (which was said I would receive in phone call with Boost), as well as the pre-paid packaging to return device (that is said Id receive in phone call with Boost). Until then, this issue will not be resolved. But I do accept the proposed solution once the stated steps are completed. 

  It was a pleasure speaking with Boost representative, very nice and very accommodating. 

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

   

• Initial Complaint

  Date:04/10/2024

  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.

  Allied Communications is an authorized dealer for Boost Mobile. I purchased a cell phone and services on 4/7/24. Later that day, I attempted to return the phone and was told by ***** that I could not because the phone is not defective. Boost has a 7 day return policy. The store also had a sign that shows that there is a 7 day return policy. While in the store, I called Boost Mobiles 1800 number to get some assistance. ***** refused to discuss with the issue with the Representative and also stopped discussing with me. She stated that she was helping customers who had entered the store after me. I continued to discuss with Boosts representatives and stepped outside because quite a few people had come in and I was trying not to cause a scene. When I stepped outside, ***** locked the door behind me so that I could not re-enter the store. I then when and sat in my car and watch her while she laughed and unlocked the door so that a customer exit the store. ******************** gave me a ticket# for the complaint but has not returned my call.

  Business Response

  Date: 04/26/2024

  April 23, 2024
  
  
  
  *************************************
  **********************************
  ********************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ************************:
  
  On April 10, 2024, we received your complaint, dated April 10, 2024, filed with the Better Business Bureau.
  
  You said that on April 7, 2024, you purchased a device and service from the retail store ****** Communications. The same day, you decided to return the device for a refund. However, the store refused, as the device was not defective and they declined to assist you anymore with your return request.
  
  When we spoke on April 23, 2024, I informed you that Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. I told you that I would work with our retail escalations team to investigate your complaint, and agreed to follow up with you once I have more information.
  
  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
  
                  *****************************
  
  

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21557654
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21557654
  
  I am rejecting this response because: There has been no resolution. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/13/2024

  May 13, 2024
  
  
  
  *************************************
  **********************************
  ********************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ************************:
  
  On May 8, 2024, we received your rebuttal, dated May 7, 2024,filed with the Better Business Bureau.
  
  You stated there has been no resolution concerning your experience at a retail store.
  
  On May 10, 2024, I sent you an email to advise you that the store agreed to process a refund for your purchase, and I requested a $68.00 refund for the first month service payment. I provided you with a Boost Mobile contact in your area to coordinate the return and refund of your device. I also verified the address to send the $68.00 refund check. Please allow up to two weeks for processing and delivery.
  
  On Monday, May 13, 2024, you confirmed you were able to return the device for a refund with the exception of a $25.00 activation fee.Please note, this fee may be charged by a store and is nonrefundable. 
  
  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
  
                  *****************************
  
  

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21557654
  
  I am rejecting this response because:

  I shouldve received a full refund. Had my purchase been returned when I initially requested, thats what wouldve happened. The store agent stole from me, gave me incorrect information regarding my purchase, and gave a receipt that did not capture my full transaction in order to cover her fraudulent behavior. On top of that, the fact that she locked me out of the store and tried to humiliate me so that she wouldnt have to deal with me is more than enough reasons for Boost to provide a FULL refund.  I should suffer absolutely NO LOSS. It is with Mr. ********* power to make this happen so no, I'm not satisfied.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/10/2024

  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.

  Less than a year ago, I found out that my GRANDFATHERED BENEFIT (that I was informed I would ALWAYS HAVE) did NOT get transferred over whenever Boost had that Cyber Attack. The Lady I spoke to did not know how to add it back on. She said to call back later. I figured Boost would need ample time to get everything resolved. My benefit was NEVER RE-ADDED back to my account. I called today and 1st Guy ACTED like he transferred to a Supervisor, 2nd time I spoke to Supervisor and 3rd time I talked to ANOTHER Supervisor. This is not a benefit that is offered ANYMORE BUT I was told I would ALWAYS ALWAYS ALWAYS HAVE IT, because I am grandfathered in to the Benefit. The 2nd Supervisor mentioned the back office having access to their "old bill system" and I suggested she contact them, but then she turned around and said "We don't have a back office" and there was nothing she could do. 3rd Supervisor explained there's no way for him to add it back - I asked if he could submit request for research or escalate to another department and finally the call got disconnected. NO ONE was WILLING to HELP me get my feature ADDED BACK and the 3rd guy even said "Even if you had the ****** UNQUOTE FEATURE, we can't....blah blah" as if I'm lying to get the BENEFIT I WAS TOLD I WOULD ALWAYS HAVE??!!!???? EVERY TIME I CALL BOOST, IT'S A HEADACHE! NO ONE WANTS TO HELP YOU! WHY WOULDN'T ANY OF THE "SUPERVISORS" ESCALATE AND ASK FOR THIS TO BE RESEARCHED????!!! I AM FUMING!!!!!! I WAS TOLD TO CALL BACK AND I DID AND ALL 3 TIMES EVERY SINGLE PERSON I TALKED TO ACTED LIKE I WAS LYING AND TRYING TO GET THE FEATURE FOR THE 1ST TIME!!!! ABSOLUTELY RIDICULOUS, HORRIBLE CUSTOMER SERVICE!!! IF ANYONE WANTS A CRAPPY PHONE SERVICE PROVIDER - HEY I KNOW ONE!!! THEY NEED TO ADD MY DANG BENEFIT BACK ON AND STAY TRUE TO THEIR WORD! YOUR WORD IS YOUR BOND AND WHEN YOU BREAK IT THAT SHOWS TRUE CHARACTER OF A COMPANY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  Business Response

  Date: 04/23/2024

  April 12, 2024
  
  
  *****************************
  ********************************
  *****************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ****************:
  
  On April 10, 2024, we received your complaint, dated April 10, 2024, filed with the Better Business Bureau.
  
  You said your grandfathered benefit was not transferred after the cyberattack and you have been unable to get a solution from customer care, and you have been hung up on. You indicated that you previously had a 14-day grace ****** to pay your bill and you no longer have this capability. You requested this be added back on your account.
  
  ******************** has historically provided service on the **** Network, which was operated by Sprint. After Sprint and T-Mobile merged in July 2021, T-Mobile announced its plan to shut down the remaining Sprint cellular towers, meaning phones that accessed the Sprint Network would no longer work.Despite our requests to delay this, T-Mobile refused and the old network started being decommissioned on March 31, 2022.
  
  Due to this occurrence, your account was migrated to a new billing platform. We regret to inform you that your previous grandfathered plan is no longer available, and as such, the 14-day grace ****** to pay your bill is no longer available.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable. The call review shows the agents provided you correct information.
  
  We apologize for the inconvenience.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
                  *****************************
  
  

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21556857
  
  I am rejecting this response because I was promised by a Boost Mobile Employee that I would ALWAYS have the grandfathered benefit NO MATTER what because I am grandfathered in with it.  Boost should not promise their Customer's a benefit will always be theirs to use, if that promise cannot be fulfilled.  Your word is your bond. 

  Also, a couple of the Employee's treated me like I was trying to add on this feature (for the first time).  I just wanted my 14 day grace ****** on my account, like it was previously.    
  

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

• Initial Complaint

  Date:04/10/2024

  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.

  This transaction occured on 04/08/2024, i contacted boost infinite in regards to reactivating my celluar service, in which i chatted and called in, i spoke with a represenative, who elaborated that if i paid the past due amount of $135.50, he would reactivate my service, and that it would only take 15 minutes after the payment posted, if not to call back the next day, so i used a debit card to post the payment, the phone was never activated, so i called on 04/09/24, regarding the issue, i spoke with a customer serevice represenative and a supervisor, who advised me that my account was closed after i made the payment, so i was actually defrauded to get the payment, so i asked can you still activate this phone, she replied the phone is locked and i owe the balance, who would pay almost $1000 for a locked phone that you cant use, it was the poorest customer service that i have ever experienced. They care absolutely nothing about the customer or the problems that life brings, they took $135.50 off of me and my 15year old son, then closed the account, the message stated on the app pay $135.50 to reactivate your in which i did and got robbed like a thief in the night, they have no remorse, buyer beware, there is no sympathy for the vulnerable. i lost my job and we have been trying to come up with the money to pay these people and they crapped all over us, didnt offer any type of resolution or arbitration/agreement, i even offered to send the phone back and they would not accept it , hasnt been used it got cut off, i think within 30 days, now i have a $1000 paper weight and another $135.50 misssing from a 15 year old kids hard earned money. Thanks Alot (new phone activated or take a return of existing phone and account cleared!)

  Customer Answer

  Date: 04/11/2024

  I recently submitted a complaint about the customer service of this company and their unwillingness to reactivate my 15 year old sons phone, after they promised to reactivate the phone if I pay $135.50, which never happened, now want another $61 and stated that there is no promise it will happen. I think everyone there is wearing a mask, beware of this company if you value your money, and then on the back end, they tried to threaten me stating you will owe $941? These people are nuts, who is going to pay for a phone that you will never be able to use. I was civil with the caller, even though she did nothing to try to resolve my issue. Things happen in a persons life that you have no control of, but when a person is trying to pay you and makes things right, should you do as much possible to help them, I know that the phone can be reactivated, as soon as they got $135.50, and a service ticket was made to reactivate, they went in and closed my account, this is a warning BUYER BEWARE. (WWJD).

  Desired Resolution: Replacement

  Business Response

  Date: 04/12/2024

  April 11, 2024
  
  
  
  *************************
  *************************************
  ******, ** 24273
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **************:
  
  On April 10, 2024, we received your complaint, dated April 10, 2024, filed with the Better Business Bureau.
  
  You stated you were told to pay $135.50 to reinstate your service, but it was disconnected after making this payment. You also were informed you still owed a balance for the device. In addition, you expressed frustration with the customer care you received and not being able to return your device. You requested a billing adjustment.
  
  When we spoke, I informed you that your service was suspended due to nonpayment and an additional payment of $61.25 is needed to reinstate it. Unfortunately, there is no guarantee your service would be reinstated,even with this payment, due to how long the account has been suspended;however, it would go towards your final balance. You declined this offer.
  
  Because your account was suspended before the completion of the device financing agreement, the full MSRP of your device ($944.43)will be charged automatically, which you understood. You are outside the 30-day return window, so you are unable to return the device and the final balance is valid.
  
  Please note: after 25 days of nonpayment, your account is suspended, after 91 days, it is canceled, and after 181 days, your phone number is lost.
  
  I regret the way your issue was handled by our representatives. Thank you for bringing this issue to our attention, so that we may address it with the appropriate personnel.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *********************************************;
                  ******,** 80210
  
                  *****************************

  Customer Answer

  Date: 04/19/2024

  The complaint was not resolved, they wanted me to pay an addtional $65 and there was no guarntee the phone would be activated or my account restored.(blood-suckers).

• Initial Complaint

  Date:04/09/2024

  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 cell phone through boost mobile. Paid in full. Im traveling internationally and need my phone unlocked to use in another country. I called boost mobile to do this and they said no because I must have phone active and paid for twelve months. I said I would pay the remaining 8 months I owe in full to unlock phone so I can use internationally. They said no . I said I would pay the full price for the phone to have it unlocked they said no. I am frustrated and need the phone unlocked and I have been a loyal customer of them for ten years. The also said call Apple the could unlock it. Apple said no that only the carrier can unlock the phone. They said go to local store they could unlock it. They lied the boost mobile local store said they have to call boost mobile to get code to unlock then they refused to unlock again and I feel I paid for the phone in full I can pay 12 months in advance they should be able to unlock it at that point dont I own the phone and they are blocking me for using a phone that I own?

  Business Response

  Date: 04/26/2024

  April 22, 2024
  
  
  
  *******************************
  33813 ***************** Dr.
  ********, ** 34788
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **************:
  
  On April 10, 2024, we received your complaint, dated April 9, 2024, filed with the Better Business Bureau.
  
  You said that you paid for your phone in full and need it to be unlocked for international travel.
  
  Our records show that you purchased an Apple iPhone 12 and paid $249.99 plus tax.The phone has a Manufacturers Suggested Retail Price (MSRP) of $629.99;therefore, if you would like to pay the difference, I will unlock it.
  
  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:04/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/6/2024 my phone just stops making phone calls and text so i call the service provider which is boost. Well they had let someone hack my stuff order a phine and sim turn it on as my number which gave the hacker accesss to all my accounts. The hackers then went on all my accounts and stole all my money not only did they get all my banking info they got my pictures that where of me for my eeyys only so now hacker is posting my nudes selling them and its all becsuse boost did not make sure that it was really me swapping my number to another phone. I feel like they should pay me for my suffering and guess what the hacker still has my number. Still in my accounts. This is 3 days and ive been on phone with them everyday i still have no phone. And they still in all my accounts because they still have my phone number

  Business Response

  Date: 05/02/2024

  May 1, 2024
  
  
  *******************************
  ****************
  ******, MS ********************************************************************** BBB Complaint #********
                  ************ - ************
  
  Dear ********************:
  
  On April 10, 2024, we received your complaint, dated April 9, 2024, filed with the Better Business Bureau.
  
  You stated your phone number was hacked, which provided the hackers with access to your personal accounts and information. You requested assistance in resolving this matter and to be compensated.
  
  Our call records were reviewed and show that someone impersonating you provided all verification information during the call. All security measures were followed during the conversation. Regarding your bank accounts, please contact your financial institution(s) for assistance, as Boost Mobile is unable to provide compensation since all security measures were met.
  
  In the event you believe your current phone may be compromised, here are a few steps you can take:
  
  Delete Unknown Apps - If you cannot remember downloading it and do not know what purpose it serves, it is best to be safe and delete it. You will notice these apps running in background despite you never having seen or interacted with them before.
  Keep Your Phone Updated - Regular updates will keep the phones defenses up. You want your security system as up to date as possible.
  Change your Boost Mobile PIN - This can be done through your online account or the ******************** app.
  Factory Reset - This should be a last resort. A factory reset will clear ALL your data from the phone and restore it to its original, default settings. Your pictures, settings, and everything else will be erased. In this case, any hacking program will be removed from the phone along with all your files.
  
  Sincerely,
  
  
  ***********************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:          ****** / ******* Better Business Bureau
                  ********************, #***
                  ******, CO 80210
  
                  *****************************
  

• Initial Complaint

  Date:04/09/2024

  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 the ******** Razr 2023 from my carrier, Boost Mobile, in October of 2023. Upon receipt of the phone I activated it according to the instructions and have been using it ever since. In February ******************************************************************************************************* an additional $400 for the phone which they did. I called them immediately and after confirming all the numbers listed in my phone the rep said that this was a known problem and they were working on it. They said I would receive my refund possibly within 5-7 days. Well Ive since placed 6 additional calls and on the last one was told my refund request was refused because I didnt activate the phone. Back to square one. So how does a company this large not have the correct information in their system? I have been with them for 11 yearsthey should have all my info! And 2 reps said this was a known problem however the last person I talked to feigned ignorance of it. And when I asked him who I could speak to in the ************ he told me that there was nobody there to speak witheverything is done by paperworksubmit a ticket and wait for their decisionwhoever they are. So Im obviously getting the runaround here and I am seeking my refund of $400 to my credit cardnot with credits in my Boost Mobile account. Oh and yesterday they suspended my account for nonpayment which was incorrect as Im on auto pay and have the thank you for your payment text from my most recent paymentalways on time and in the correct amount. Theres definitely something very wrong happening with this company.

  Business Response

  Date: 04/18/2024

  April 10, 2024
  
  
  
  ***********************
  ********************************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **************:
  
  On April 9, 2024, we received your complaint, dated April 9,2024, filed with the Better Business Bureau.
  
  You stated that you purchased a ******** Razr in October **************************************************** February 2024 you received an email advising you that since you did not activate the device, you would be charged $400.00 for it. You said that you contacted customer service and informed them the phone was activated, but you were charged anyway and your efforts to obtain a refund were unsuccessful. You also indicated that your services were interrupted even though your account was on automatic payments.You requested a refund.
  
  Our terms and conditions state that if you purchase a discounted device from us, it must be activated within ************************************************************* other payment method we have on file. A review of your account reflects that the device purchased with order number 5299-819303-9008 was not activated, which is why the $425.01 charge occurred on February 16, 2024.
  
  Our records indicate that your account was briefly interrupted due to a systematic error; however, this was resolved on April 8,2024.
  
  On April 10, 2024, a refund of $425.01 was issued to the card ending in 8577. In the interest of customer service, a courtesy credit of $35.00 has also been applied to your account.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *******************, #***
                  ******,CO 80210
  
                  *********************