Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

4,973 total complaints in the last 3 years.
1,510 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:03/27/2024
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 was paying ***** per month to boost mobile for 10gb of data. I noticed they had a plan for 15 a month for unlimited data up to 30gb. Outraged, I called them and they told me they would switch me to the same plan but charge me ***** because I am not a new customer so could'nt get the $15 deal. The new plan was supposed to start on 10-03-23 but still to this day they continue to cut off my data after 10gb instead of slowing it after 30gb.
Business Response
Date: 04/19/2024
April 17, 2024

*****************************
************************************************ Apt.
********, ********

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

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

On March 27, 2024, we received your complaint, dated March 26,2024, filed with the Better Business Bureau.

You said you were paying $35.00 a month for a plan that includes 10 GB of data, and you switched to a plan with a monthly rate of $26.37. The plan was supposed to change on October 3, 2023, and you continue to lose data access once you reach 10 GB.

My attempts to contact you at ************** on April 15, 16 and 17, 2024, were unsuccessful,and I could not leave a voice message with my contact information.

I was unable to find an account with the information provided in your complaint.Please contact me at ************** or ************************ so I can assist you with your account and concerns.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 04/23/2024

Complaint: 21487448

I am rejecting this response because: Boost tried to contact me on the wrong phone # which is a little rich since they are my phone company. Go figure. My phone is ************. They said in an email to me that they called ************ on three different occasions. They even left messages they said. So nothing happened although I had spoken to another person earlier in the week who told me everything would be taken care of and even credited my a/c for the previous months overcharge. So ? My problem is that I actually lost my phone. Hopefully it's on the jobsite I worked on today. Thanks for following up. Not sure if you are aware of the case against the Irish phone company Aircom. Just two weeks ago they were convicted of not allowing customers to lodge complaints. During the action parts of the employees handbook (subpoenaed) were read out. The employees were expressly warned that they would be disciplined if they steered a customer to the complaints. They were told not to process complaints unless the customer used specific phrases. They were told to tell customers they'd get a call back but of course they never did. It feels exactly like what I've dealt with over the last seven months. It would be astonishing to me if my fellow countrymen were outliers in this area. Much more likely they are mimicking industry standards. Unfortunately for them there is a consumer protection agency in *******. I will try to email Boost in the next day or so and re-engage with them. Thanks again.

Sincerely,

*************************
Business Response
Date: 05/01/2024
April 30, 2024

*****************************
************************************************ Apt.
********, ********

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

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

On April 25, 2024, we received your rebuttal, dated April 25, 2024, filed with the Better Business Bureau (BBB).

You said Boost Mobile tried to contact you at **************,but the correct number is **************. You also indicated that you spoke with another Boost Mobile agent who told you the issue was corrected and a credit issued for the overcharge.

The original complaint you filed with the BBB had your contact phone number listed as **************, which is why I tried to contact you there.

You sent me an email on April 23, 2024, with the correct phone number and saying that your issue was resolved and a credit issued to your account. I confirmed there was a change made to your account that is expected to resolve your data issue and a $10.00 courtesy credit was issued. I informed you that I would issue an additional $50.00 one-time courtesy credit,and to contact me if you have any further questions or concerns.

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: 05/10/2024

Complaint: 21487448

I am rejecting this response because:
I recieved an e-mail (attached) from ***** at Boost. My issue was supposed to have been resolved and a credit of $50 dollars issued to my a/c. I told him thats fine as long as my issue is resolved. As you can see from the second attachment Boost issued a $10 dollar credit.
Now having paid my bill on the 4th of may, I have no internet. I spent probably another two hours of my life yesterday on the phone with them trying to sort it out. They had me trying things like take the sim card out, restarting etc. The crazy thing is when I called the guy said ok I see you have a ******** when in fact my phone is a ******** He was going to process an update but nothing. After 4 calls yesterday finally the last lady I spoke with asked me "can you get ******** and lo and behold I got ******** While I was on the phone with her I got slow internet. I swear as soon as I got off the phone with her I could not get it again. She told me "I can see by the address you gave me that they are doing cell tower maintainance in the area". I just told her ok thanks.
I'm so appalled at this companies service and since hearing about the Eircom case I suspect that we (we the people) are making these foreign workers lie to cover up for our shortcomings. Once you know what happened in that court case you know in your heart and soul that we are doing it too. When she told me "oh I see they are doing service on the tower" my heart sank because I felt she had to lie to me because she has no other tools to work with.
Honestly I don't know whats going on. I paid my bill a few days ago. Even if they were still pushing the old plan I should still have internet. I have none. Very very frustrated. Not sure how to deal with this. It seems very bait and switch. I don't really know how to proceed. Maybe a call to NPR. They might be interested in the foreign worker abuse angle. Anyway thank you for all your help. I mean I got absolutely nowhere until I contacted you. And although I seem to be in a worse position with no intrrnet now, I know you have tried to help so thanks .

Sincerely,

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

*****************************
************************************************ Apt.
********, ********

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

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

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

You said you paid your bill and then had issues with your internet. After contacting Boost Mobile and troubleshooting the issue, the agent informed you of tower issues in your area. You called again the next day and the agent that you spoke with said you have a ******** phone, when you actually have a ******** You feel these agents provided you incorrect information.

On May 15, 2024, I sent you an email stating that you are on the **Mobile network and they are reporting unresolved tower issues near the address on your complaint. We regret that you do not agree. Our system indicates a ******** Moto G on your account; I requested a verification of the **** on your device, so I can submit a ticket to have the device information corrected on your account.

I am sorry that we seem to be unable to meet your service needs. Once I receive the **** associated with your device, I will make sure it is unlocked and I will provide you with your account number and port-out PIN.

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:03/27/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had service problem since last week when my line wasn't connecting at all. Hours there was a service outage in the ****************** area. No convey of the outage just cut the service and then today I'm on the phone is it goes dead. This is crazy I'm tired of the in and out service. No notifications just cutting off service terrrrrrrrrrrrrrrrrrrrbbbbbbbbbbbbbbservice . I pay my bill on time for years an the service has been crappy more in the past few weeks then ever. Just like they phones are important to them at boost mobile that important to us the consumers. *************
Business Response
Date: 04/18/2024
April 16, 2024

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

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

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

On March 27, 2024, we received your complaint, dated March 27, 2024, filed with the Better Business Bureau.

You said you have been experiencing technical issues. You indicated that there was a service outage in your area without notice.

When we spoke today, you confirmed the technical issues in question were resolved. I informed you that most technical problems are resolved quickly and without the knowledge of our customers. However, we depend on our customers to report any irregularities, so we can ensure they are addressed.

As a courtesy, I issued a one-time $10.00 credit to your Boost Mobile account.

We regret any inconvenience you may have experienced and thank you for your business.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:03/27/2024
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 just bought 3 iPhone 11s. Its been nothing but problems since. I needed an iPhone with 5g network specifically because I use my phone mostly for work. The sales lady sold me three iPhone 11s. Which I assumed after telling the sales lady i needed 5g network that the phones she sold me were on the 5g unlimited plan. After running into issues I found out they run on a 4g network.I wouldnt have bought them if I knew this because my job needs 5g to work efficiently. Anything less slows the system and my program lags.Then I ran out of data in the first 2 weeks. Since then Ive bought 4-5 more data packs. And all of the data is now gone from those. Two of those data packs were never even applied to my account.I havent had this phone for 2 1/2-3 weeks now.Everything comes in too slow and it causes me to lose sales and not get info in time. I tried to work with it and just take the financial loss losing sales. Because some money is better than none. But then it got worse. I am not sure why, because I have never had this happen with any other carrier, but all my unlimited data is gone. On top of the extra data packs I purchased which two of the data packages of 5gb and 10gb were never applied to my account. I have called customer service several times and I did all the trouble shooting instructions they told me to do. After all of that, the last customer service person told me that theyre updating their system and to call back in a couple of hours. Now I am not even able to work because my phone has no data at all. Because *** missed work my lights got cut off, my rent is due, and my kids need to eat. This has caused us real life problems. I have never had this happen with any other carrier. My work and phone habits has been the same with those other carriers and never experienced these many problems as I have with boost. Its been a nightmare.
Business Response
Date: 04/22/2024
April 2, 2024

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

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

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

On March 27, 2024, we received your complaint, dated March 27, 2024, filed with the Better Business Bureau.

You stated that you purchased 3 iPhone 11s even though you requested 5G-compatible phones. You also purchased 4-5 data packs, but all of your data is gone. You called into customer care multiple times and completed troubleshooting to no avail. You requested your money be refunded for the phones and data packs or to trade in your current devices for 5G-compatible ones. Furthermore, you wish to be compensated for the work you were unable to complete due to data limitations.

When we spoke on the phone on April 2, 2024, you informed me that you purchased the devices from a Boost Mobile retail location in early March 2024, and you said that you do not believe you could have used the amount of data our system shows.

Boost Mobile stores are independently owned and operated,and as such, they maintain their own phone inventory and set their own return,and exchange policies. I informed you that as you may still be within the return policy time frame, to visit the original location where you purchased the devices to see if you can return or exchange them.

I also informed you I was able to see the data usage on your account and that we are unable to issue a refund for data previously used. In regards to your request to have compensation for the work you missed due to this issue, while we at Boost Mobile are sympathetic to your situation and will do everything in our power to resolve this issue, we are not able to provide monetary compensation for any matters outside of the scope of things relating to your Boost services.

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:03/27/2024
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.
My phone cracked and I have insurance with boost mobile through Likewize. I have held this insurance for over 8 years. I have never had too much of a problem having my phone replaced or repaired. Boost was taken over by Dish network in the last couple of years and quit carrying the high end phones in store. This caused issues for a person like me who has been using the ******* galaxy devices. On August 4, 2023 I broke the screen on my ******* Galaxy ************************************************************************************************** to use it in a boost store. After traveling to 12 stores some as far as 2 hours from my house it became apparent that the store do not carry this higher end phone in their stores. I called like wize back and after a couple of weeks of back and forth they sent me a pre paid gift card for a replacement device of which I ordered from *******. A ******* Galaxy s23 Ultra. I activated the phone to my account and did not have any further issues. In March of 2024 My new screen cracked and I filed a claim. ******** said that they did not have a record of the device on my account and that I needed to call boost mobile. Upon calling boost mobile they told me my phone would not be covered since it was not purchased from a boost store and that they would be unable to refund my $7 payments that I had made for the insurance. I asked when they had changed the rules and she would not tell me. She said they had been working for over 2 years tpo change the terms of their insurance. She said the insurance company should have informed me about their new policy. I got nothing from either one of them. A reasonable person would assume that if you are being charged insurance for the phone that it is covered. The phone was brand new, sealed and from the manufacturer. Boost is deceptive in its business practices and so is likewize. Both companies refuse to let customers escalate calls to supervisors and continue blaming each other.
Business Response
Date: 04/18/2024
April 16, 2024

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

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

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

On March 27, 2024, we received your complaint, dated March 27, 2024, filed with the Better Business Bureau.

You said the screen on your ******* Galaxy 22 Ultra cracked and you had Boost Protect through Likewize. You had some trouble acquiring a replacement, so you purchased a 23 Ultra directly from *******. That phones screen cracked and when you filed your damage claim, ******** said they have no record of this phone and it would not be covered. You also were told we would not refund your payments for Boost Protect. You requested a replacement and a refund.

When we spoke, I informed you that Boost Protect was linked to the previous device and not the new one, and we cannot add it for the current device to file a claim. I offered to remove Boost Protect and issue a refund of $49.00, but you refused. If you wish to accept this offer, please do not hesitate to contact me directly at **************.

For future reference, you can find additional information regarding Boost Protect at ***************************************************.

We regret any inconvenience.

Sincerely,

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

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

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

Customer Answer
Date: 04/18/2024

Complaint: 21493069

I am rejecting this response because:
Your business is deceitful, likewize didn't have record of the phone due to an internal glitch. You were willing to refund the $49 however the phone cost $1200. I'm simply asking Boost to do what is right and replace the phone. No where in writing did you give me anything saying that the phone would not be covered, furthermore I have had covered phones replaced that were purchased from ******* and even faveboom market place. I feel that true to the amount of the phone you are refusing to accept responsibility for your deceptive business practices. You all also cut my service off for 1 ***** after filing this complaint which I find apprehensive when dealing with someone I have paid so much money to. You have proven that your company will do anything and say anything to prevent what is the right thing to do. You may save a dollar but you will lose several valued customers. I feel like I'm dealing with an organized crime gang. Do you have something that I've signed in writing that says the phone won't be covered? Would a reasonable person assume that paying the premium means the phone is covered? When did you inform me that the device would not me covered?

Sincerely,

***********************
Business Response
Date: 04/29/2024
April 25, 2024

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

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

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

On April 25, 2024, we received your rebuttal, dated April 24, 2024, filed with the Better Business Bureau.

You disputed my previous offer of $49.00, as your device was $1,200.00. You requested we replace it. You also indicated that ******** did not have record of the correct phone due to an internal glitch. In addition,you expressed frustration with your service being interrupted over a *****. You requested to see if you signed anything stating the device would not be covered,and you want to know when you were told the device would not be covered.

You are responsible for making sure Likewize has the correct device covered. Because you requested for the new device to be covered after it broke, Likewize cannot do so because that would be considered insurance fraud.In my previous response, I offered a refund of $49.00 to cover the months you paid for Boost Protect when you no longer owned the device that was covered,but you refused. We are unable to replace the device and any repairs.

Because Boost Mobile is a prepaid company, we do not have contracts; however, it is your responsibility to review the terms and conditions for Likewize before adding Boost Protect. I informed you in my previous response that your device would not be covered.

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

Sincerely,

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

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

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

Customer Answer
Date: 05/04/2024

Complaint: 21493069

I am rejecting this response because:
You obviously have not taken the time to review all documentation. Attached is from your website. You have been rather closed minded and disrespect to accuse me of trying to committ some criminal insurance fraud. Your actions should be considered very carefully as this is all in writing. You company is hemorrhaging customer die to this type of disrespect. I would be willing to bet that there is an underlying discriminate policy going on here. That most of your customers are no English speaking, low income, and from disadvantaged populations, so you think you can treat us however. This will be made public. I have paid on time for over the last 5 years, used your insurance company, that should count towards something. You have no real understanding for customer service and this type of consumer neglect will not be tolerated. Your insurance company bought the phone the reasonable understanding is that it should be covered. Yes I agree that your $49 will do nothing to restore my phone that cost 1400$. You could at least admit your policies are not clearly stated or marketed and pay for half of my phone.

Sincerely,

***********************
Initial Complaint
Date:03/26/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order a new phone on website on March 19 ***** money came out of my bank account I never received the new phone they any shipping information
Business Response
Date: 04/11/2024
April 2, 2024

*******************************
PO Box 26
*********, ** 15412

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

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

On March 26, 2024, we received your complaint, dated March 26, 2024, filed with the Better Business Bureau.

You said you purchased a device from our website, but you have not received it.

The order did not go through because we cannot ship to a PO Box. Please note that all phones are shipped to the address used to set up the account, and we cannot make changes once the order has been placed.

In our email correspondence, you said you were working with ******** on a resolution. Our records show you were supposed to go to a Boost Mobile retail store to retrieve the device. Additionally, you received a $95.00 courtesy credit on March 29, 2024.

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.

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

                *****************************
Initial Complaint
Date:03/26/2024
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 tried paying my bill through the website like I normally do but there system wouldn't process it so i tried paying through there call system and it wouldn't process it. So finally I drove across town and paid it in person at their store only to be charged an extra four dollar service charge because there system doesn't work.
Business Response
Date: 04/16/2024
April 12, 2024

*********************************
CO 80903

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

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

On March 26, 2024, we received your complaint, dated March 26, 2024, filed with the Better Business Bureau.

You said you pay your Boost Mobile bill online, but the system would not process your most recent payment. You went to a Boost Mobile retail store to make your payment and expressed concern that they charged you a $4.00 fee.

My attempts to contact you on April 10 and 11, 2024, were unsuccessful, but I left a voice message with my contact information.

A $4.00 payment convenience fee is collected when a customer requests to make a payment with a care agent or at a retail store. Boost Mobile stores are independently owned and operated and although they are subject to specific franchise service level agreements, they set their own, individual policies and procedures regarding products and services separate from Boost Mobile.

As a courtesy, I issued a one-time $5.00 credit to your Boost Mobile account.

We regret any inconvenience you may have experienced.

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

Sincerely,

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

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

                *****************************
Initial Complaint
Date:03/26/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
March the 13th 2024 is the date of my transaction $58 for a ******* Galaxy a15 phone from Boost Mobile the shipment date was originally Tuesday the 19th the date was changed for delivery to Thursday the 21st I received a sticker on my door from *** sorry I miss you on Friday I received a photograph picture that the package was delivered when I got off of work there was no package I contact Boost Mobile on the 21st 22nd I'm sorry that I did not received my package they open a ticket for they close the ticket out on the 25th speaking to several managers and supervisors I was told that I am not getting a refund or replacement phone contact *** *** told me they was waiting for a phone call from Boost Mobile I contact *** three times and three times they took down my information my tracking number is 1z52A2591216653434. I call boost mobile several time to resolve this problem they refuse replace or refund my money. Yes I told boost mobile that they stole from me. The credit transaction and the phone. *** didn't deliver a package to me. I don't have the phone. I was at work with several cameras for 8hrs. I work in finance. Anybody can take pictures and say they deliver the package. However there wasn't a signature. I have first notice stating miss you will redilver on 22nd of March no package left... no phone, boost closed my ticket refuses to give a replacement or refund , I been with come since 2006.
Business Response
Date: 04/11/2024
April 4, 2024

Ms. *************************
*****************************
*******, ** 60619

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

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

On March 26, 2024, we received your complaint, dated March 26, 2024, filed with the Better Business Bureau.

You stated that you did not receive a $58.00 ******* Galaxy A15 device you ordered from Boost Mobile. *** indicated the device was delivered on March 22, 2024.You requested a refund, as it is not in your possession.

All claims regarding a missing/undelivered device must be processed through ***.Please contact them at www.ups.com/claims or ************** for further assistance.

Your refund request is denied.

Sincerely,

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

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

*****************************
Initial Complaint
Date:03/25/2024
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 two Boost Mobile phones from ******* June of 2022. These were both a track phone (non contractual) one month purchases. I used the phones for one month and let the paid time elapse. The next summer I contacted Boost mobile to get a one month timeframe reactivated, which they never did. Now 25 March 2024 I was charged $27.13 for phones I no longer have, for an account I never had, and for a service I never received or used outside the initial first month at time of purchase.When I contacted Boost Mobile they could not find any record of me in their system. They even referred me to Dish network to file a fraud claim. I contacted Dish network to see if the two companies were affiliated and they said they absolutely are not. I finally contacted my credit card to put a stop payment and filed a fraudulent claim against the charge. I want to make sure BBB and everyone else knows how corrupt Boost Mobile is and ensure people are aware of their business practices. Along with ensure they stop charging me since I clearly have never been an account holding customer.
Business Response
Date: 04/02/2024
March 28, 2024

Mr. *************************
7320 ************.
****************, ** 80925

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

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

On March 26, 2024, we received your complaint, dated March 25, 2024, filed with the Better Business Bureau.

You said that you purchased two non-contractual phones from ******* in June 2022 and used them for one month. You wanted to reactivate the account in June ******** it never was done. You were also advised to call DISH Network, and you were told there is no affiliation between the two companies. You continued to be charged, and requested no further contact or charges.

Boost Mobile, L.L.C. is a wholly owned subsidiary of DISH Network; we apologize for the misunderstanding.

The AutoPay feature has been deactivated on the account, and you will no longer be charged.

Please understand that, although you requested no further contact from Boost Mobile,this response is required to finalize the process.

Sincerely,

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

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

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

Customer Answer
Date: 04/02/2024

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:03/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Boost Mobile refused to give me my port-out codes. These codes are necessary when changing cell phone providers and are rightfully the owner of the phone(s) . Boost Mobile kept me on the phone for 2 long and treacherous hours, and I had to beg and plead with the representative to give me the codes. He would not give me the codes and kept offering me different deals. He would not listen to me. The rep caused me severe emotional distress. He would not let me speak, he kept speaking over me. Once I threatened legal action, the rep then started to give me the codes but only after 2 hours. No one should have to endure what I went through on Friday, March 22nd. I had a panic attack after the phone call from the severe mental stress I was caused.Something needs to be done about this process. Other cell phone carriers have the information needed located in their app and/or it is a simple 5 minute process to call and receive the codes.
Business Response
Date: 04/16/2024
April 11, 2024

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

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

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

On March 25, 2024, we received your complaint, dated March 25, 2024, filed with the Better Business Bureau.

You expressed concern with the customer service you received while obtaining your port-out PIN. You mentioned that the representative was not helpful.

Our records indicate your port-out PIN was provided during your interaction on March 22, 2024, and your phone number was ported to a new provider on April 2, 2024.

We appreciate your feedback and your concerns will be shared internally with the appropriate personnel. We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:03/24/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Gen ********************** will not furnish me with replacement phone until I return old one. I need phone for work. Will return when I receive new one. Also been waiting for my voicemail password for 8 days now. I call every day and they say 24 hrs?
Customer Answer
Date: 03/25/2024
Subsidiary gen ********************** refuses to replace my defective device. Also been waiting for a voicemail mail password for 10 days. I would like replacement phone so I can return the one I have. And get voicemail setup for my number **********
Desired Resolution:
Exchange; Voicemail password setup
Business Response
Date: 04/18/2024
April 16, 2024

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

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

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

On March 25, 2024, we received your complaint, dated March 24, 2024, filed with the Better Business Bureau.

You stated that Gen ********************** will not replace your phone until you mail it in first. You also expressed concern with your voicemail and requested a new password.

Please note that although you filed your complaint against Boost Mobile, we forwarded it to Gen **********************, as both companies are subsidiaries of EchoStar. I have summarized their response here:

Gen ********************** has a return policy that allows customers to return defective devices for repair or replacement (please refer to their terms and conditions for more information). You contacted Gen ********************** on March 4, 2024, to report issues with your phone. They attempted to help you by troubleshooting and advised you to follow their return process, but you declined. If you would like to troubleshoot your device or go through the aforementioned return process,please contact Gen ********************** directly at **************. If you are interested,you may also purchase a phone through their website: ******************************************************. They reset your voicemail password and you confirmed that it is working correctly.

Sincerely,

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

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

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

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