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:03/17/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order with Boost Mobile on Feb 7, 2024 for a ******** Razr phone and one month of service. The order number is 9664-345040-0085.Boost Mobile shipped the order on Feb 8, 2024 with a tracking number by *** of 1Z52A2590315901809. The same day it was shipped, *** tracking updated to show that the sender of the package recalled it. This package was returned to Boost Mobile's warehouse on Feb 15, 2024.I have received no communication, no refunds or a replacement from Boost Mobile. To make the matter worse, my PayPal account which I used to pay for the order has been charged $61.42 for a second month of service for a phone that I never received.I've contacted Boost Mobile's cancellation department and a nice gentleman suggested that I file a chargeback with my financial institution because it's Boost Mobile's policy not to refund any service charges (phone plan charges) but he feels it's unfair in this situation because I as a customer have never even received the phone I ordered, let alone activating a phone plan. He also created an escalation case for the recalled phone for me, the case ID is *******. I've still not heard back anything yet.The total refund I'm requesting is $261.41 + $61.42 for a total of $322.83. Alternatively, Boost Mobile can choose to send me back the phone I ordered along with the one month of service it comes with, I'll just get a refund on the second month of service it has already taken out of my PayPal account which is $61.42.
Business Response
Date: 03/29/2024
March 21, 2024

*********************
1201 ********* **.
**********, ** 19720

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

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

On March 18, 2024, we received your complaint, dated March 17, 2024, filed with the Better Business Bureau.

You said that you ordered a phone on February 7, 2024, but it was returned and received at our warehouse on February 15, 2024, at 10:27 am. However, you still have not heard from an agent or received a refund.

I attempted to contact you at the phone numbers and email address we have on file, but I did not receive a response.

After multiple email exchanges, we agreed to cancel your service and issue a refund for the initial payment for service.

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

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

Customer Answer
Date: 03/29/2024

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:03/17/2024
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 cancelled my service on Feb 28th and their employer did not put in system.they added my son's bank card without permission.they took money off his card.i started service with straight talk on Feb 28th.they refuse to do anything or make it right and will not cancel service.i have proof
Business Response
Date: 03/27/2024
March 26, 2024

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

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

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

On March 18, 2024, we received your complaint, dated March 17,2024, filed with the Better Business Bureau.

You stated that you canceled the service on February 28,2024. You said that Boost Mobile added your son's payment card to the account without authorization and took a payment from it. You requested the account be closed and to receive a refund.

Our records indicate that a new payment card ending in 5837 was added to the account for the February 17, 2024, payment, after attempts on two other cards had failed. AutoPay was added to the account and another payment was taken on March 17, 2024.

Per your request, we refunded the $60.43 payment made on March 17, 2024. Please allow seven to ten business for processing. AutoPay has been removed from the account, and the service will be suspended if no payment is made before the next due date on April 16, 2024.The phone number will be transferrable during this time. If the account is closed, the option to transfer the phone number to another carrier is not available.

Sincerely,

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

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

                *********************
Initial Complaint
Date:03/15/2024
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.
The Boost Mobile agent activated my *** card with the wrong plan. I need my plan to be what I paid for.I bought a Boost mobile sim card via a promotion link on Feb 24, 2024. The order number is 6035-947842-7499. I paid $152.34 for the *** card and the deal was the *** card came with a 12-month unlimited plan. After receiving the *** card, I tried to activate the card and transfer my number to Boost Mobile. The online activation system was not working. And my phone does not have a physical *** card slot. So I called Boost Mobile for support. The Boost Mobile agent helped me activate the service successfully.After 6 days, I checked my Boost account online and found I was in a 15GB monthly plan. And I need to pay a monthly fee for my service. The next *************** is April 08, 2024. I called Boost Mobile to make my plan correct, but the agent had difficulty understanding my problem. I want Boost Mobile to replace my plan with a 12-month unlimited plan. My phone number is ************
Business Response
Date: 04/10/2024
April 4, 2024

*****************************
**********************************
*********, ** 02472

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

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

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

You stated that we activated your *** card under the wrong plan on February 24, 2024. You paid $152.34 for the *** card, which came with the 12-month unlimited plan. After receiving it, you attempted to activate the card and transfer your number to Boost Mobile, but it would not activate. You contacted customer care and got it activated, but found out that you were signed up for a 15 GB per month plan. You were told that you had to pay a monthly bill by April 8, 2024, under your new plan, even though you have already paid a portion of your 12-month plan. You mentioned that when you attempted to switch back to your original 12-month plan, the customer care agent did not understand your issue. You requested to have your original plan added back onto your account.

When we spoke by phone on March 20, 2024, I informed you that you had two accounts associated with your name: one, with the correct plan pending activation, and the other with your phone number attached but the wrong service plan. I asked if you would like to keep your phone number and have the plan changed, or if you would like to just have a new number generated on the account with the correct plan already. You informed me that you would like to keep your number on the account it is attached to, and just have the plan changed to the correct one. I let you know that I will need to work with other teams to have this change made, and I would keep you updated as more information was given to me.

When we spoke today, I informed you that your service plan has been switched back to the $25.00 a month 12-Month Unlimited Talk & Text + 12 GB Hotspot plan, while you will keep the same account number and phone number. You accepted this resolution.

We thank you for your patience and regret any inconvenience.

Sincerely,

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

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

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

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,

Dongxiang Mao
Initial Complaint
Date:03/15/2024
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 have three numbers with Boost within our family, ************ (*****************), ************ (*************************), ************ (***********************). Boost sent **, barely two weeks before their decision to make us lose our phone numbers, that we needed to visit a boost store to update their accounts to fix the problem they caused themselves with a supposed network migration (they still sell service in PR). When I visited the store, the employee started the process and told me he needed to change the sim card to a tmobile network boost one. The problem started when he asked for $35 per line to do the "fix" that Boost is now asking in order not to lose our numbers and service. What kind of scam is this? Why I have to pay over $100 for fixing THEIR problem, not mine? They argue that each store has their policy and are *********** charge, per their CSR, but at the same time they are requiring me to pay money for their lack of management?*********************** is in ***********, he's an elderly person and of all things, Boost closed their closest store.
Business Response
Date: 03/27/2024
March 25, 2024

*********************
74 *************.
*********, ** 30294

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

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

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

You stated that you currently have three phone numbers registered with Boost Mobile under a family plan. Notice was sent instructing you to visit a Boost Mobile retail location to update your account in order to continue to use these numbers. You mentioned that you were told a network migration was happening, but service would still be available in ***********.You were also told a SIM card exchange was required, but you would be charged $35.00 per line to complete this process, and that each Boost Mobile retail location has their own policies and procedures regarding what they charge. You requested this be resolved, and to receive a billing adjustment and refund.

My attempts to contact you regarding this matter were unsuccessful. Our records show you have three accounts that are not on a family plan. I can help you move them all back to a family plan, or you can visit a store for assistance with this process.

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
                **********************************, #***
                ******,** 80210

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

Customer Answer
Date: 04/02/2024

Complaint: 21439441

I am rejecting this response because:
Even when I was able to swap the *** card, now you upped the rate to 40 monthly per phone instead of the original 25 dollars. I received 15 dollars of credit on each account every month, and you disrupted that monthly credit, causing to increase my rate. I was paying $25 now you are again in $40. That was part of a previous settlement with boost back in 2022.
Also, now Boost is refusing to unlock my phones because the system says they are now new when they are not.
Finally, we never asked to turn the phones into family plans. We just want to have our rate unaltered after a process we did not ask for. It was forced by boost mobile. I should not be held liable upon your errors.
Sincerely,

*****************
************
Business Response
Date: 04/12/2024
April 11, 2024

*********************
74 *************.
*********, ** 30294

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

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

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

You said your monthly rate increased to $40.00 (up from $25.00 per month). You also stated that we refuse to unlock your phones. In addition, you indicated that you were put on a family plan without your authorization.

A review of your account indicates that each accountfor yourself, *****, and ******* been under the $40.00 Unlimited AutoPay (Web) Plan,and is receiving a $15.00 credit applied each month, with the most recent being on March 4, 2024.

Boost Mobile will unlock a device under the following circumstances:

?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months

Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile SIM card is inserted. If your phone requires a Master Subsidy Lock (MSL) PIN, please use 000 when your device instructs you to do so.

MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it.Additionally, unlocking a device may enable some functionality of the device,but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

Our records show that none of the accounts mentioned above are under a family plan.

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
                **********************************, #***
                ******,** 80210

*****************************
Initial Complaint
Date:03/15/2024
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 a cellphone on their app for ******. When I hit the upgrade button on the app it did not give me a chance to check the shipping address and instead of them sending it to the correct address in ****** ****** which I have on the app as my updated address it sent it to my old address in *******. I immediately called Boost mobile to see if they could correct the address before it was even sent out and I was told no they could not do that and told me that I needed to call *** which I did as soon as they received the package and *** said they could not change the address because Boost mobile had a restriction on the package so I called Boost mobile back and then they asked me to call *** and have the package returned to them and I tried that which *** informed me that only Boost mobile could do that because they are the sender. *** also tried to contact Boost mobile with me on the phone also to resolve the issue and we could not get through. I then called Boost mobile back again and they told me I did everything that I was supposed to do and they would refund my money within 3 to 5 days and I never received any refund I again called them back and they said it was under some investigation which I did not understand when I called them immediately when I seen it was being sent to the wrong address. They told me it takes 30 days and then I would receive my refund so I waited and never received again my refund so I called again now they were telling me I had to make a complaint to *** for lost package and I didn't understand that either because Boost sent it to the wrong address. I did it anyway like they said and now they are refusing to give me a refund on the cell phone that they sent to the wrong address when my correct address is on the app and did not call *** to stop the shipping of my order and it was delivered in *******.
Business Response
Date: 03/27/2024
March 20, 2024

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

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

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

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

You said you purchased a device for $213.99, but it was shipped to your previous address. You attempted to correct this with Boost Mobile and **** but you were unsuccessful. You were informed you would receive a refund, but you had to wait for the investigation with *** to be completed.You requested a refund.

When you purchase a device, the order will be shipped to the address used to set up the account. If you wish for it to be sent to a different address, you would need to create a new account with the address you want the device shipped to. Please note, we cannot make changes to addresses once an order has been placed so you need to contact *** to request a delivery intercept and have the package be redirected to a nearby Access Point location.Boost Mobile cannot call on behalf of the customer to intercept delivery. We apologize for the inconvenience.

A refund of $213.99 was issued to the card ending in 5901. Please allow 3-5 business days for processing and delivery.

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
                **************************************
                ******,** 80210

                *****************************
Initial Complaint
Date:03/15/2024
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 March th 2024 I spoke to a Boost infinite representative about boost cell phone service. The sales representative told me I would need to purchase at a monthly cost one of the Boost cell phones in order to fully use all of their cell connections for cell service. The rep recommentded a moto 5g and said I would have 30 days to try out the service and cancel if I wasnt completely satisfied. As I began to think about this realized the phone I already had was a very good phone and 5g and began to question what the rep had told me. I called and spoke to another rep at boost that told me the 1st rep was not correct. That yes my phone would work just fine on their network. I had recieved the phone but did not open the small sealed box with intent to send it back as it was an added expense I did not need. The boost rep I finaly spoke to after being transfered 5 times told me I had to PAY out of my pocket book to send the phone back and cancel it even though that was not what the the representative told me. expecially given the fact that She had make me feel that I had to purchase a phone through them and that mine would not work. Now, ** left with having to pay to send the phone back. I believe they should send me a label and pay for shipping. *** tried twice to call and get this resolved but all reps are insisting I pay to send it back.
Business Response
Date: 03/21/2024
March 21, 2024

***************************
**********************************
************, ** 98363

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

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

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

You said you spoke with an agent in March 2024 to inquire about service, and you were informed to purchase a new device in order to receive the full benefits of the 5G network. You said you were then informed the information you were provided initially was incorrect. You requested to return the device and disputed paying for shipping, and you would like a refund.

A review of your call revealed no mention that the new phone would work better than your old phone; the agent was simply offering the new device, which you accepted. Please note that the 5G network is only available in select areas, and not all devices are compatible.

The customer is responsible for shipping the device back should they decide to return it. We regret that you do not agree. When we spoke, you informed me you had already paid to send the device back and you received a credit to offset that payment. We do not usually refund credits, but I made an exception and requested the $15.00 credit you received be refunded. Please allow ***** business days for processing and delivery. 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
                *********************************************;
                ******,** 80210

                *****************************
Initial Complaint
Date:03/15/2024
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.
Recently purchased a plan with phones from the company paid in cash for the two plans and the two phones that I got from the store. I ended up finding a better monthly deal with my internet provider and when I tried to switch they told me about this 12 month policy that was not mentioned at the time of purchase. Price of current plan is too expensive and they say they cant change the plan to a different amount so I end up paying about 120 a month for two phones when that amount can cover four phones with my Internet provider.
Business Response
Date: 03/27/2024
March 16, 2024

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

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

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

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

You requested your devices be unlocked.

Boost Mobile will unlock a device under the following circumstances:

?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months

Your unlock request is denied. Your account reflects that you bought both phones at a significantly discounted rate and as such, they are not eligible to be unlocked until February 18, 2025 (as long as they meet the unlocking criteria).

Sincerely,

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

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

                *********************;
Initial Complaint
Date:03/15/2024
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.
Account was opened in my name fraudulently. I spent over an hour on the phone with 3 different reps. ** one could comprehend that this is not my account. The sim card was never activated. After an hour they finally cancelled autopay and closed the account but will not refund my money. I filed chargebacks with the CC processor.
Business Response
Date: 03/27/2024
March 16, 2024

*************************
*****************************************
****, ** 31049

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

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

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

You stated that an account was opened fraudulently with your information. You mentioned that the *** card was not activated. You said that after spending an hour on the phone, customer care removed automatic payments and set the account to cancel; however, they refused to refund the payments already made. You indicated that you disputed all payments with your credit card company. You requested a refund.

As you said that the account was opened fraudulently, you would need to file an ** theft claim with Boost Mobile. Please submit the following:

DISH Identity Theft Affidavit - Please include your full Social Security Number on the affidavit. The affidavit must be signed and dated to be valid.
A legible copy of a valid **** government issued ** (drivers license, military **, state ** card, passport)
Proof of Residency - Please provide proof of your physical residency for the month and year the account was initiated. Acceptable documents include electric bills, gas bills, water bills, bank statements, credit card statements, monthly mortgage statements, monthly car insurance statements, and medical bills. The documents MUST show a physical address and a statement/billing date within the correct time frame. PO boxes will not be accepted.

This information should be uploaded through our website at www.dish.com/fraud. Click on Begin Claims Process and follow the prompts.

Until the ** theft process above is followed, we would be unable to issue a refund.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *********************
Initial Complaint
Date:03/15/2024
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.
purchased 2 razor flip and iPhone from Boost , my phone has that a line from top to bottom, I paid for a new phone and they tried to give a refurbished I paid for a new phone and I want a New ,
Business Response
Date: 03/20/2024
March 20, 2024

***********************
********************************
******, ** 27253

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

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

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

You stated that you purchased two ******** Razr flip phones from Boost Infinite, and one of them was defective on arrival.You mentioned that you were given a refurbished device even though you paid for a new one, and you indicated you have been working with both ******** and Boost Infinite on this issue.

In my voicemail and email earlier today, I informed you that I am available to help you with replacing the device. However,this would involve sending the device back to our warehouse, voiding the loan and repurchasing the device. Please feel free to contact me if you are interested in proceeding with this option at **************.

We apologize for any inconvenience this may have caused.

Sincerely,

******************************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.

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

*****************************
Customer Answer
Date: 04/03/2024
I originally had a complent with Boost Infinite, my phone was defective, and bow my fiance phone did the same thing , even though we had correspondence with **** about my phone that I had for 5 days any way they are saying that we waited one day after , and now they , are saying we missed it by one day with her phone , we spoke to a manager and she said she can't do anything about it , this is wrong I am a veteran I have panic attacks, seizures and PTSD The way we have been treated is unacceptable..
Desired Resolution: Refund
Business Response
Date: 04/12/2024
April 11, 2024

***********************
********************************
******, ** 27253

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

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

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

You said that your devices are defective and you have not received a refund after returning them.

When we corresponded previously, I informed you that I would make an exception and provide a full refund for the devices once they arrive at our warehouse. The *** tracking numbers you provided (1Z094EW70363132985 & 1Z82193F0300704792) show that the devices arrived on March 29, 2024, at 10:27 am, and April 8, 2024, at 10:03 am, respectively. I am currently working with our billing and credit team to have your refunds issued as soon as possible. Your ticket number is *******, should you need to reference it at any point.

In the last email I sent you on April 10, 2024, I told you that I am aware this process has not been as swift as you requested, but we are working towards a satisfactory resolution for you. I appreciate your continued patience regarding this matter.

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

Sincerely,

******************************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.

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

*****************************
Customer Answer
Date: 04/20/2024
Ummm they have not responded. In fact **** keeps telling us that he would take care of it But nothing has been done period he keeps telling us. That he will take care of it but instead we were charged $350 this has been on growing for over a month or more We have been lied too and your now saying its be resolved thanks for nothing
Business Response
Date: 05/06/2024
May 5, 2024

***********************
*******************
Graham, NC 27253

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

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

On May 2, 2024, we received your second rebuttal, dated May 3, 2024, filed with the Better Business Bureau.

You said that we have neither contacted you nor have you received a refund for the phones you returned. You also mentioned that you were charged $350.00.

My attempt to contact you by phone at ************** on May 5, 2024, was unsuccessful, but I left a voicemail with my contact information.I also sent an email to you at ******************** with a request to contact me.

When I communicated with your wife ********* by email on April 24, 2024, I advised her to contact customer care by phone or to visit a retail location to receive an update. I informed her that a refund of $419.30 ($350.00 payment you referenced plus the price of the two phones) was issued and sent to the card on file on April 22, 2024. Please contact me directly regarding any complications with the refund.

Sincerely,

******************************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless L.L.C.

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

*****************************
Initial Complaint
Date:03/15/2024
Type:Order 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 am trying to get my iPhone 12 unlocked I paid full price for the phone and they are saying it must be active for over a full year.FCC says up to a year for the to unlock not over and no other prepaid provider to my knowledge locks a fully paid phone.
Customer Answer
Date: 03/18/2024
I selected a physical store instead of boost mobile as a wireless provider the issue is with their terms of service.
Business Response
Date: 03/27/2024
March 24, 2024

*****************************
*************************** 12
***********, ** 28705

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

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

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

You stated that you have experienced difficulties unlocking a Boost Mobile device that you purchased eight months ago. You requested for this to be unlocked.

Boost Mobile will unlock a device after it has been active on the associated account for at least 12 months. As your account has been active for only eight months,it does not meet the criteria. Nevertheless, I unlocked the device as an exception.

Please note, unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

Sincerely,

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

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

*****************************
Customer Answer
Date: 03/28/2024

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.
I hope the policy changes in the future even to something like 6 months of service then the phone can be activated 12 is a *********** but thank you for unlocking the phone.

Sincerely,

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

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