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

4,978 total complaints in the last 3 years.
1,511 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:04/01/2024
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.
I recevied full price charge for a phone that i have had in use from November. Phone has been active from current sim card.
Customer Answer
Date: 04/05/2024
This is has now been resolved, I have received a full refund
Initial Complaint
Date:04/01/2024
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.
I purchased a cell phone from Boost on 2/27/24, I am a Sr. ******* on a fixed income. I was promised by customer service person after explaining that I needed payments I could afford the representative promised me that my payments would be $***** a month, in March they informed me that my payments would be *****, I was belittle by representative named ****** and ordered out of the store. I calledBoost corporate and was told that they did not have a payment plan for ***** and they were sorry that the employee lied and the only thing that they would do is post ***** on my payment for this month, I explained that I signed up for a $25 a month plan they said they could not help me with that and to continue with service on my phone I needed to pay ***** a month which I cannot afford, I went to Boost because my free phone program by state was ending, I am not the onky Sr. ******* this has happened to as Sr. we don't always know what to do but Obey what companies demand so we quietly Obey. This is unfair I paid for what I thought would be an affordable phone and cell phone service. I would like the monies back that I paid for phone and activation fees and ***** for payment I paid for 3/24 as Boost said they would pay ***** towards my bill for ***** but my payments from here on in would be ***** because they Did not have a ***** a month plan as that plan expired the week before my payment I would like my monies paid back from Boost so that I may go to Metro who has a low payment plan of ***** dollars a month Sr *******s should not be threatened or belittled or lied to for a corporation to make money from them .HELP
Business Response
Date: 04/16/2024
April 9, 2024

*********************************
******************* 206
**********, ** 15221

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

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

On April 3, 2024, we received your complaint, dated April 1,2024, filed with the Better Business Bureau.

You said that you agreed to the $25.00 per month plan, but you were put on a $40.00 one instead. You requested a refund.

When we spoke today, I informed you that we are in the process of switching you over to the $25.00 per month unlimited plan, which will go into effect after your current cycle has ended (on or about April 27, 2024). In addition, your account has been credited $15.00, or the difference between your previous and current rate.

Sincerely,

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

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *****************************
Customer Answer
Date: 04/16/2024

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:04/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We signed up for the service and we were told about unlimited usage everywhere including ***, ******, ****** and Europe.I need a bill credit from December 7th,2023 until February 23,2024.I asked numerous times regarding this that I need my service to work overseas, and I was told it will.I was supposed to be back earlier however our family was in a family home shooting invasion where almost all my family died. My phone did not work as promised and since the phone is not open, I had to buy another new phone and a new sim card which was additional expense. I need 3 months bill credit please.I need this resolved asap.
Business Response
Date: 04/04/2024
April 2, 2024

Ms. ************************
4466 *******************.
*********, ** 30815

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

Dear Ms. ****************** April 1, 2024, we received your complaint, dated April 1, 2024, filed with the Better Business Bureau.

You stated you were told you would receive unlimited service everywhere, including *******, ******, ****** and Europe, but your device did not work as promised. You requested a three-month credit.

Your calls were reviewed and you neither asked if overseas usage was unlimited nor did you call in to address any technical issues with your device. You were informed correctly that not all countries have unlimited talk for cellular devices. For more information on international features and usage, please visit ****************************************************************.

Our records show you were offered a $90.00 credit, which you accepted. As a courtesy, I applied an additional $40.00 credit to your account.

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.

***************************************************************** / ******* Better Business Bureau
                *********************************************;
                ******,** 80210

                *****************************
Customer Answer
Date: 04/10/2024

Complaint: 21511559

I am rejecting this response because:

Yes, I stated you were told you would receive unlimited service everywhere, including Europe, but my device did not work as promised. You requested a three-month credit, which I did not get. As well I was told in 5 different conversations that I can call unlimited mobile and landline from ** to ******, ********* and ******, however another false information.

What calls you had reviewed? Those unlimited statements from your representatives made me sign up for this service at the beginning.
Yes, i was advised of not being unlimited after 6 months. Only 1 representative made effort to tell the truth.
This is not a market place that we can negotiate. So i need my full refund for 3 months that you falsely advertised. As well additional compensation because I cant call unlimited countries that I need.
If this is not resolved I will seek help with my lawyer and small claim courts.
Thank you.

you neither asked if overseas usage was unlimited nor did you call in to address any technical issues with your device. You were informed correctly that not all countries have unlimited talk for cellular devices. For more information on international features and usage, please visit ****************************************************************.

Our records show you were offered a $90.00 credit, which you accepted. As a courtesy, I applied an additional $40.00 credit to your account.

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

Sincerely,

************************
Initial Complaint
Date:03/31/2024
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.
November 24, 2023 I saw a boost mobile promotion online where I could purchase an iPhone 12 for $149.99 plus $60 for one month of service (total $209.99) so I placed an order. November 25, 2023 I was billed $221.22. I received the phone about a week or two later. Next billing was February 17, 2024 for $419.28. March 6, 2024 I was billed $33.60. There were three more attempts made by Boost Mobile to retrieve money from my credit card all of which failed. On Nov 26, 2023 they attempted to charge my card $160.49. On Feb 16, 2024 they again made an attempt to bill me for $60.73. On Feb 16, 2024 they attempted to bill me for $513.61. Although I received the phone within a week or two of ordering it I didn't begin using it for months. When I did begin using the phone on boost mobiles network I noticed terrible service. Calls were getting dropped and cutting in and out. My data was unreliable and made my FaceTime calls constantly disconnect due to poor signal. Around March 7, 2024 I attempted to change my plan. I called boost mobile and customer service told me they didn't have any plans other than the $60/month plan. Despite this I went to their website and changed my plan from the $60/month plan to a $15/month plan. The system said my changes were made successfully. But my $15/month plan hasn't started as of this date March 31, 2024. I chatted with boost a few days after making the changes when the new plan didn't take effect and they acknowledged the issue and created a ticket and said this is a regular problem. They said in about 2 days they would begin working on the ticket. Due to Boost Mobiles sporadic random billing and poor service I want to leave. My phone is paid off but it's locked to boost mobile and they are not willing to unlock it unless I remain a customer for one year. Additionally they claim I owe approximately $101 for service. After the aforementioned I told my credit card company to stop all payments to Boot Mobile until a resolution is made.
Business Response
Date: 04/11/2024
April 4, 2024

Mr. ***********************
**************************, Apt. 206
********************

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

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

On April 1, 2024, we received your complaint, dated March 31, 2024, filed with the Better Business Bureau.

You said that you were charged full price for your phone because you did not activate it within the required time period. You admit that you did not activate and begin using the phone until months later, but the service did not meet your expectations. You also said that you were not allowed to change from the $60.00 monthly plan to the $15.00 plan as promised. Therefore, you requested the phone be unlocked to use with another carrier.

Your service is currently suspended due to non-payment; therefore, I sent you an email to the address on the account, but I did not receive a response.

Boost Mobile requires that a phone is activated no later than 30 days after purchase and receipt to prevent the full Manufacturers Suggested Retail Price (MSRP)being charged.

A review of your account shows that you are currently in the process of switching from the $60.00 per month unlimited plan to the $15.00 three-month unlimited plan, however, because there is a balance of $46.02 outstanding, the change cannot be completed.

As stated in my email, I unlocked the phone and I provided your account number and port-out PIN. Please note that if your account becomes fully disconnected, you may be unable to port the phone number to another carrier.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 04/15/2024

Complaint: 21510768

I am rejecting this response because:
I called Boost today April 15 2024 to clear the outstanding balance and close the account and was told theres no outstanding balance. If I pay $60 it will be assumed Im trying to port back into the account. I am awaiting clarification from Boost on how to finally close my account.
Sincerely,

***********************
Business Response
Date: 04/22/2024
April 19, 2024

Mr. ***********************
**************************, Apt. 206
********************

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

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

On April 18, 2024, we received your rebuttal, dated April 18, 2024, filed with the Better Business Bureau.

You said that you rejected my previous response because you called and requested the balance be waived and your account closed, but you were told there is no outstanding balance.

I listened to the conversation you had with a representative on April 15, 2024, and you acknowledged that you had a balance of $60.73, and offered to pay it by check. Nevertheless, I waived it as an exception leaving a zero balance. Your account is disconnected and your phone number has been ported out to another carrier.

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:03/31/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Attempted to restore phone service a little before Christmas (12/17). I usually do this online, however the option to make a payment was not available. I contact Boost. The agent wants to charge me extra to help, so I decline & go into a store, where the associate, instead of trying to help me tries selling me a new phone entirely, then asks for my card info. I left & called Boost again, hoping to get an agent with some integrity. This agent does something on her end to where the option to make the payment is available. She instructs me to update my **************** I do, but still have no service. I call again & ask for management, who informs me that the line was canceled & the money I paid is in limbo. They wont restore & refuse to refund me. Management said the only way to make use of the money was to open a new account, pay an additional $57 to activate service, and possibly have the initial $57 credited to the new account. I check my email to find the account was canceled on the 17th, before I ever made a payment, & after speaking to the first agent. I dont want to open a new account. I want a refund & to never do business with Boost again. I dont feel I should have to pay for their disorganization & be forced to stay with a company so shady. Theyve been messing up my account since Ive gotten it. There are multiple ********* can remember one having a name I never recognized (Which they tried once to charge me double for). All of this took place on & a couple of days prior to December 22, 2023. I havent had service since, because I dont want them to wipe the account and try to be even more shady. I just have not known any other means of having this rectified. I have disputed multiple times with cashapp but they will not reimburse me because Boost is saying they provided service, which they did not & can be proven by checking the empty data records. I just want my money back & after that, the account permanently closed & wiped of all of my information.
Business Response
Date: 04/19/2024
April 18, 2024

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

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

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

On April 1, 2024, we received your complaint, dated March 31,2024, filed with the Better Business Bureau.

You stated that you went to a Boost Mobile retail store to restore your service after an unsuccessful attempt to do so online. You made a payment of $57.00, but the service was never reactivated. You requested to receive a refund.

Our records indicate that the line activation failed after the payment was made. We apologize for any inconvenience this may have caused.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; nonetheless,I authorized a $57.00 refund as an exception. Please allow seven to ten business days for processing.

Sincerely,

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

***************************************************************** /******* Better Business Bureau
                ***********************************350
                ******,** 80210

                *********************
Customer Answer
Date: 04/19/2024

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. Thank you for correcting the problem. I do recommend cohesive training for all representatives, as none of the different employees I spoke with gave the same information throughout. Also, the in-store reps are kind of shady & idk if that is just franchises or collectively, but my experience over the years with them has never been smooth. (Ive had 3 accounts) Everything I could do on my own was seemless. Anything I needed assistance for was confusing, unclear, and sometimes even contradictory. Again, thank you for the correction.

Sincerely,

*****************
Initial Complaint
Date:03/31/2024
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 3/30/2024 I went to Boost Mobile in ******** ** to transfer my ******* cell phone to Boost for financial savings. The employee set up the phone for Boost but in the end I had text capability but no talk feature. After they installed it they informed me that my phone was incompatible. I have text so why no talk. After a lengthy discussion with ***** she informed me they can't do anything. I offered a few options but she only wanted me to follow her directions which meant a new phone and phone number which I did not want. They refunded my money but my phone is the not the same when I brought to Boost. They should have checked the phone compatibility prior to them installing their product on my phone. Their website said my phone was compatible. I would like them tp replaced my phone since they changed it's functionality.
Business Response
Date: 04/11/2024
April 2, 2024

***********************
1682 **************.
**************, ** 29575

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

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

On April 1, 2024, we received your complaint, dated March 31, 2024, filed with the Better Business Bureau.

You stated that on March 30, 2024, you went into a Boost Mobile store to transfer services over from ******** You mentioned that after activating your account, you were informed your phone was not compatible. You indicated you had text, but no talk. You said that after a lengthy discussion,they were unable to get the device working and offered you a few options, which included purchasing a new phone and obtaining a new number. You declined their options and received a refund for what you paid. You indicated that your device worked prior to its functionality being changed, and you requested a fully-working replacement.

Boost Mobile allows you to bring a device that you already own to be activated on the Boost Network. When you activate a Boost compatible device or a device that was designed to be used on a network other than the Boost Network, not all of your services may work, or they may not work correctly. Just as with any other device, when bringing your own device to be activated on the Boost Network, Boost is not responsible for your device,including whether your device works correctly. For more information on this,please visit ***************************************************************************************;

Our records show that the only thing changed on the device were the access point name (***) settings. The *** provides all details that your device needs to connect to mobile data. We recommend contacting your new service provider to have these settings updated.

A review of your account reflects that the device with the **** ending in 4166 is compatible with our services on the **Mobile Network.Please note that this was the network your account was assigned to when activated.

We decline your request for a replacement, as we are not responsible for your device, as stated in our terms and conditions.

Sincerely,

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

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

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

Customer Answer
Date: 04/12/2024
This is the exact respnse I predicted by this dyfunctional company. I certainly will not reccommend them to any aquaitances.
Customer Answer
Date: 04/18/2024
The company did not even know that their request to complete into the portakl never took place but the employees used every excuse to avoid an equitable resolution. Once again the inept comapny wins.
Initial Complaint
Date:03/31/2024
Type:Order 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 agreed to one month of service with Boost mobile, changed my mind, and canceled the same day, March 15th, 2024 with a Boost customer service representative. I never activated my phone with Boost. I canceled service the same date I signed up, March 15th, 2024, just a few hours afterwards. I agreed to a one-month contract on a month-to-month service basis on March 15th, 2024.Today, over 2 weeks after I canceled ******** Boost emailed me that tomorrow, March 31st, it will make an unauthorized withdrawal from my debit card in the amount of $25.00 for April ******** despite my protest. I demanded the removal of my debit card information to Boost. Supervisor ******** in Boost Customer Resolutions refused to remove my debit card from their system, and stated that she was unable to do it. I never used their ******** and now they are charging me for another month's service and refusing to remove my debit card. Boost is using my card without my consent and under my protest. I demand that Boost reimburse my card for the unauthorized charges, and that Boost immediately and permanently deletes my debit card information. Not only was my credit score affected, but I am also unable to cancel this card without further financial damage. Better Business Bureau, please note that the only way I can access my Boost account details in order to remove my card information is by resubscribing. Boost is holding my debit card hostage under the obligation to resubscribe.
Business Response
Date: 04/11/2024
April 3, 2024

***************************************
**********************************
********, ** 10509

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

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

On April 1, 2024, we received your complaint, dated March 31, 2024, filed with the Better Business Bureau.

You said you canceled your service the same day you initiated it and never activated your phone. You indicated that you received an email about an automatic payment scheduled to be withdrawn on March 31, 2024.You requested the removal of your credit/debit card from your account, but customer care refused to remove it. You want to be reimbursed for any unauthorized charges, and state your credit score was affected.

Your account is currently canceled and your card was removed from automatic payments to ensure you are not charged, but we cannot remove the card from your account. Please be advised, you will not receive any future charges and no automatic payment was withdrawn on March 31, 2024. Please note:All Boost Infinite members are automatically enrolled in automatic payments upon account activation.

The terms and conditions state that a valid payment method must be saved to your account and cannot be removed, as you were informed by customer care. There is also no record of customer care refusing to remove your payment information: they simply followed business rules.

You have since received a $25.00 refund for your initial payment.

The terms and conditions state that Boost **************** requires a credit check (we run a soft credit check,which does not impact your credit score), and there is no indication a balance was sent to collections.

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
                ******,** 80210

                *****************************
Initial Complaint
Date:03/29/2024
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.
Bought the following phone (see below), ***** lost it or stole it, I never received it. Let Boost know thinking they would ship me out another one to replace it. They gave me the runaround for three weeks instead of completing the transaction. You know, I buy something, you send it? I have nothing to do with what happens between them and **** After three weeks they refunded my money out of nowhere. I didn't want a refund, I wanted the phone I ordered that I got on sale at a reduced price. Now it's not on sale and I'm out the phone I bought. Once they confirmed with *** it was lost why not send me out what I ordered? I'm out a phone and really needed it especially at the reduced price. I've been with Boost for 20 years now, I just want the phone I ordered at the reduced rate I paid. I have nothing to do with picking the shipper or resolving any said issues with the shipper. Complete the transaction. Order# ****-319410-7457 Order Date 03/04/24 Celero5G+ 2024 $239.99 Taxes $3.37 Amount Paid Today $53.36
Business Response
Date: 04/16/2024
April 9, 2024

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

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

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

On April 1, 2024, we received your complaint, dated March 29, 2024, filed with the Better Business Bureau.

You said you purchased a Celero 5G+ 2024 from Boost Mobile,but you never received it. You said that although you received a refund for the order, you requested another device be sent to you at the same price you paid before.

A review of your account shows that an unknown issue prevented the initial order from processing.

Please visit ************************************************************ to view our current online inventory of devices (available to you, as well as any currently active promotions and deals) or go to a retail location.

We apologize for any inconvenience this may have caused.

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

Sincerely,

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

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

*****************************
Initial Complaint
Date:03/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
March 2024 Purchased a phone and prepaid number. I returned the phone. They charged me a setup fee and restock fee even though I was not happy with the phone or service. They also charged me for a month of service but have yet to provide me a way of using the service. They only issued a partial refund. I went to a store and website multiple times, neither would help me.
Business Response
Date: 04/11/2024
April 2, 2024

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

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

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

On April 1, 2024, we received your complaint, dated March 29,2024, filed with the Better Business Bureau.

You said that you purchased a phone and prepaid number in March 2024, but you were charged a setup fee and restocking fee even though you returned the phone because you were not happy with it. You also said that you have been charged for service you have not used.

Boost Mobile retail stores (and other retailers that are authorized to sell Boost Mobile products and services) are independently owned and operated; therefore,any charge disputes or disagreements will need to be addressed with the stores management. In addition, a review of your account shows that data, text and talk usage has occurred; therefore, you are receiving the services you were offered through the plan you set up.

Sincerely,

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

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *****************************
Initial Complaint
Date:03/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 27, 2003 I purchased a phone from boost for my daughter. Today is March 29th 2024 and my daughter and I have been calling for the past three months to tell them that her phone is not working properly. They said they created a ticket numerous times but never completed or fix the problem. For the past three months boost has been taking money off my card For a phone that we have been calling constantly to tell them doesnt work properly. when I asked to speak with a manager, they always give me the runaround and nothing ever gets resolved so at this point, theyre taking money from people and not delivering the service theyre paying for. On March 21,2024 my daughter was told by representative at Boost that she would not have to pay her bill for this month if her phone was fixed properly it still was not and they cut her phone off and I called to speak with someone but got nowhere. This is ridiculous. Theyre taking peoples money with no repercussions because they dont even have a corporate number where you can contact someone.
Business Response
Date: 04/11/2024
April 4, 2024

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

Dear Ms. ***************** April 1, 2024, we received your complaint, dated March 29,2024, filed with the Better Business Bureau.

You stated that you purchased a new device on December *******, and for the last three months, it has not worked properly. You said that you called in on March 21, 2024, and you were told the next bill would be waived if the service still did not work, but this did not happen. You requested a refund.

Our record of your phone calls and the notes on your account confirm that you had either used all of your allotted data for a billing cycle or the data did not reset exactly on your billing due date.

Boost Mobile resets the data allotment on all accounts within a few days after the billing cycle date. The data reset date is given on the data usage page available on the website and the mobile application.

We have no record of a phone call from you on March 21, 2024. On March 25, 2024, you called in because you were not able to access the internet unless you were on Wi-Fi. This was a result of you exhausting all of your allotted data for that given billing cycle, and credits (for the next billing period) were not discussed during the two calls made that day.

A refund is not warranted for this issue.

Sincerely,

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

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

                *********************
Customer Answer
Date: 04/11/2024

Complaint: 21505116

I am rejecting this response because:
The information provided by the business is false. The phone number *************) never received data. The business was called multiple times since December and the information I gave in my complaint to BBB was verified by an employee, that there was never data added to that phone. I even called on the day that the billing cycle started over and asked why the phone, couldn't make nor receive any calls and they said they put in a ticket. This so-called ticket was also placed over 5 times but was never resolved. On the day this complaint was made, I contacted the business and they said they were going to make another ticket, which was pointless because, they haven't even resolved the first 5 or more tickets placed since the phone was purchased. The company should have the phone call transcript to verify that what they provided by the business to BBB is false information. As well as they should have record that they were contacted more than 5 times since December.

Sincerely,

***************************
Business Response
Date: 04/23/2024
April 23, 2024

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

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

Dear Ms. ***************** April 16, 2024, we received your rebuttal, dated April 16, 2024, filed with the Better Business Bureau.

You stated that no data was ever available on the device with phone number **************. You said you called several times and we should be able to review the call recordings to confirm the issue.

My attempt to contact you by phone at ************** on April 22, 2024, was unsuccessful, but I left a voicemail.

A review of the call recordings was made on April 4, 2024, prior to our initial response, as well as on April 17, 2024, after receiving your rebuttal. All signs from these reviews point to this being a data cap issue,where all allotted data on the account is being used. I requested a history of the usage on the account from our back office and found that the data allotment was not used in full over the last three months. In an attempt to alleviate the issue, we requested that your account be placed on a different plan, which will provide a higher data allotment at a lower cost.

We restored the service by applying a credit to your account. We also requested that the payment of $48.00 made on February 27,2024, be refunded.

We regret any inconvenience this may have caused.

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

Sincerely,

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

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

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

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