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

4,967 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:03/12/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 2/23/2024 I went into US Mobile to purchase phones for me and my daughter I decided on the iPhone 15plus and iPhone 12 this store is selling refurbished iPhones passing them off as new and over charging people for these phones I was charged $1,666.55 for phones that cost ***** from Apple and all other retailers I checked to see if I got a fair price I purchased these phones outright and they were supposed to be unlocked but my daughter iPhone 12 is locked and constantly going off because theres 2 phone numbers on this one phone and when I called customer service they told me this phone is on a contract with another carrier and they cant give me the person information and the phone cant be unlocked until its paid off I explained I paid for both phones so why is the phone locked and my credentials to login to my account is constantly changing because the person who owns the phone keeps signing me out of my iCloud if I purchased refurbished phones I should have been charged a much lower price and when I checked app refurbished iPhone 12 its $449 and new iPhone 15 plus should have been $899 but I was charged $999 plus tax for a refurbished iPhone and now the store wont help my daughter enter her account they keep telling me call my phone provider which is the responsibility of the company I bought the iPhones from I would just like the difference of what I paid and what price apple charging for these phones!
Business Response
Date: 03/27/2024
March 19, 2024

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

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

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

On March 13, 2024, we received your complaint, dated March 12, 2024, filed with the Better Business Bureau.

You stated that on February 23, 2024, you went into a ** Mobile store and purchased two phones for your daughter. You indicated that these devices were passed off as new, but were in fact, refurbished. You mentioned that you were charged $1,665.55 for a phone that if purchased directly from Apple would cost around $1,348.00. You also indicated that your daughters phone is locked and has two phone numbers on it, but they are refusing to provide you further assistance on the second number. In addition, you requested a refund.

My attempts to contact you on two separate occasions were unsuccessful. The information provided in your complaint does not correlate to an active Boost Mobile account. As you have failed to return my messages requesting additional account information, we are unable to provide you further assistance at this time.

We may revisit this matter in the future once you can supply the requested information regarding your Boost Mobile account. Please note that if this is related to ** Mobile as you indicated in your complaint, you would need to contact them for assistance.

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

Sincerely,

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

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

                *********************;
Customer Answer
Date: 03/27/2024

Complaint: 21419092

I am rejecting this response because: no one has tried to reach out to me regarding this issue and this store is still open and scamming people for their hard earned money and not providing adequate services my daughter cant take her phone out the door with her because her phone doesnt work unless its connected to my home internet !

Sincerely,

***********************
Customer Answer
Date: 04/04/2024
As I stated in my original complaint I purchased 2 phones from the boost location at 5933 *********** ******* *** ***** my daughter phone has just got unlocked, since I filed this complaint but I was grossly overcharged for the phones that I was told was New I dont have a boost account I purchased only phones from boost and transferred our service to the phones I have always been a metro by T-Mobile customer I only purchased the phones from **********************!
Customer Answer
Date: 04/04/2024
******* plus $300
Business Response
Date: 04/11/2024
April 9, 2024

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

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

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

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

You stated that you are rejecting our response as you only purchased the two phones from a Boost Mobile retail store (you do not have Boost Mobile service). You maintain that you were overcharged, and you requested a refund of $1,655.55.

As previously advised, Boost Mobile retail stores are independently owned and operated and as such, they maintain their own phone inventory and set their own return and exchange policies. Please note that the screenshot you included in your complaint shows that you elected to send payment for these devices via Cash App. When sending money this way, you have to agree to the purchase price prior to payment being sent. You, therefore, agreed to do this, and we apologize if you have now found the devices somewhere else at a lower cost: we do not price match.

We decline your refund request. If you continue to dispute the purchase, you can visit the store you purchased the phones from for further assistance. Please note, at no time did you pay Boost Mobile for the devices in question.

Sincerely,

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

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

                *********************
Customer Answer
Date: 04/12/2024

Complaint: 21419092

I am rejecting this response because:
I purchased these phones at a boost retailer now boost is trying to backpedal saying that have no affiliation to the store that bares its name and logo!
Sincerely,

***********************
Initial Complaint
Date:03/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Boost mobilrapp have the ability to get money off on your bill if you watch 5 videos a day (2 cents each) along with 75 cents when you do it 7 days in a row. As of this date, 4/11/24, I have watched the the 5 videos a day 16 days in a row and only received 75 cents. After 7 days straight automatically receive 75 cents off the bill. I have talked to numerous representatives and they disconnect. I have my earned history that clearly shows my daily log. There is also a promotion "spin the wheel" that you get a certain amount off your bill when you spin depending on what you land on. In addition, after 7 days get 75 cents off in addition to what you land on. I have attached my history that clearly shows I haven't received one 75 cents for the videos. The main reason I picked boost was this reason. I reinstalled app and restarted phone nothing customer service has worked when thsy were responsive. They always say wait 48 hours which has not resulted in a correction. The attachment shows my earning history since I started with Boost last month. You can clearly see I earned extra 75 cents when I did 7 spins in a row. You can also see clearly I have 16 seperate 5 a day videos I watched. I have on received one 75 cents as show in the attachment. Three of the past four days completing the video watching hasn't register. Again, just like the spin the wheel after 7 straight times get an additional 75 cents. The spins register each time but the video watching isn't for the 7 days in a row. Every little bit helps and like I said this was the reason I selected Boost Mobile to begin with. The customer service reps ***** me once I explain the issue. It is obvious if they even bothered to look at my earned history I haven't received all my credits. Not difficult to see. Obviously there is an issue with the app.
Customer Answer
Date: 03/12/2024
I filed a previous complaint on 3/11/24 and made some date errors and corrected and added info. I also didn't receive credit for adding backup payment method of 50 cents. Added additional screenshot of this credit difference in credit for "Spin & Win" and "Video Watching" they should be same. aOriginal complaint# ********:"Boost mobilrapp have the ability to get money off on your bill if you watch 5 videos a day (2 cents each) along with 75 cents when you do it 7 days in a row. As of this date, 3/12/24, I have watched the the 5 videos a day 17 days in a row and only received 75 cents. After 7 days straight automatically receive 75 cents off bill. I have talked to numerous representatives and they disconnect. I have my earned history that clearly shows my daily log. There is also a promotion "spin and win" that you get a certain amount off your bill when you spin depending on what you land on. In addition, after 7 days get 75 cents off in addition to what you land on. I have attached my history that clearly shows I haven't received one 75 cents for the videos. I reinstalled app and restarted phone nothing customer service has worked when they were responsive. They always say wait 48 hours which has not resulted in a correction. The attachment shows my earning history since I started with Boost last month. You can clearly see I earned extra 75 cents when I did 7 spins in a row. You can also see clearly I have 16 seperate 5 a day videos I watched. I have on received one 75 cents as show in the attachment. Three of the past four days completing the video watching hasn't register. Again, just like the spin the wheel after 7 straight times get an additional 75 cents. The spins register each time but the video watching isn't for the 7 days in a row. The customer service reps ***** me once I explain the issue. It is obvious if they even bothered to look at my earned history I haven't received all my credits for video views.
Desired Resolution: Billing adjustment; Would like the correct number of credits listed on "Video Views" as it dies not list all that I have viewed. I did it again yesterday after filling complaint and it didn't register. Also would like both 50 cents for putting backup method and 75 cents for having watched videos 7 days in row and nor receiving credit for the vuews.
Business Response
Date: 03/27/2024
March 20, 2024

*************************
2007 Springwood Ct.
********, ** 27205

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

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

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

You said that you did not receive Boostcoins from free activities available in the Boost Mobile app. You requested compensation.

When we spoke today, I agreed to apply an adjustment of $1.55 to compensate you for the missing Boostcoins. Please allow 24 hours for this to appear on your account.

Sincerely,

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

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

*****************************
Customer Answer
Date: 03/27/2024

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,

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

Customer Answer
Date: 04/16/2024
Boostmobile offers bill discounts if you log into their app daily. One way to receive money off your bill by watching videos You get 2 boostclons per video and after 7 days of viewing ads you get an additional 75 cents and then in resets to start a new 7 day streak. I logged into the app this afternoon on 4/16 and noticed my Watching the Video streak started over without earning 75 boostcoins. This morning I was one away from reach the 7 days in a row streak for 75 boostcoins. For some reason by this afternoon when I watched the daily videos it reset and now it shows I only have done 2 out of 7 days straight where this morning was at 6 out of the 7 days and would earn 75 boostcoins today after viewing the videos for 7 days straight. I wait to watch the videos because the app has a 24 hour count that opens the ability to do the "Spin and Win" so I can do both Watching Videos and Spin and Win at same time (can only do once in 24 hours and there is a countdown clock that unlocks these discounts when it expires). It appears there is an app issue as it appears to occur pretty regularly based on online comments. Request to receive 75 boostcoins. I provided screenshots that show that my earned history shows the last time I earned 75 boostcoins from viewing videos on 3/9 (I have watched the videos daily since then and history shows no earned 75 boostcoins) and a screenshot the shows currently 2 out of 7 days for viewing videos (do not know how it came up with this as this morning was 6 out of 7 days). I also added screenshots of today's earnings and 75 boostcoins is not listed and wouldn't be since the app apparently reset my 7 day view streak. Again, request to receive discount on bill of 75 boostcoins.
Desired Resolution: Billing Adjustment
Customer Answer
Date: 04/16/2024
Boostmobile offers daily discounts by viewing short videos, logging into their app, and playing "Spin and Win" for discounts on your bill. On April 13th I started watching the daily videos and watched one. It then said loading other videos check back soon. By the time the other videos were ready it was right after midnight on April 14th. I watched 4 videos and even though my history says I earned 2 boostcoins per video it did not add these to my total of 961. Later that day I called customer service and they said wait 48 hours and if they don't show up to call back. They didn't show up so I called back but they were unable or unwilling to correct it. All the boostcoins that are listed after my login credit on my history on the 14th did add into the 961 as I did that on night of the 14th. The first 4 video views occurred right after midnight on the 14th that I did not get proper credit for. The last time this happened I had to file a BBB complaint to get the credit toward my bill and I was successful. I would like credit on my bill for the 8 boostcoins I earned but weren't added into my total due to apparently and issue with the app.
Desired Resolution: Billing Adjustment
Business Response
Date: 04/25/2024
April 21, 2024

*************************
2007 Springwood Ct.
********, ** 27205

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

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

On April 19,2024, we received your rebuttal, dated April 18, 2024, filed with the Better Business Bureau.

You maintain that you are not receiving Boostcoins from free activities available in the Boost Mobile application. You continue to request compensation.

When we spoke today, I informed you that if you are missing coins applied to your account, review the TapJoy FAQs at ****************************************************************************************************, scroll down to All Questions and choose Denial Reasons Explained or Missing Rewards from the dropdown menu.

In the BoostOne app you can see your Earn History for Boostcoin by going to My Account and clicking Settings in the upper-right hand corner. Tap Earn Summary to see a list of all your Earn actions with the date and status of each. You will also see redemption credit amounts and dates.

Please visit ********************************************************** for more assistance.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 04/25/2024

Complaint: 21419354

I am rejecting this response because:
I don't continue to request compensation. Boost's App continually cheats customers out of Boostcoins. It was the main reason I choose Boost over the competition. Boost is passing the buck to the operator of their app. The are countless reports of the App cheating customers so Boost is well aware if the issue and passing the buck. It is Boost's reputation being harmed not tapjoy. Boost's should make sure their app is ready for primetime before they launch it. Apparently tapjoy's customer service is non existent and refuses o do anything based on online comments from people that were cheated out of boostcoins. Boost advertises the Boostcoins as a way to reduce customers bills but doesn't stand behind the app when it cheats customers and tries to pass the buck.

Sincerely,

*********************
Customer Answer
Date: 04/26/2024
Although Boost is trying to pass the problem to tapjoy, ****** says they have no control over boostcoins. Obviously, the person that reached out yo me from Boost is misformed. See attached emsil received from Tapjoy.
Customer Answer
Date: 04/30/2024
How did you make this determination based on this email based on tapjoy? They clearly say they aren't responsible for the app BoistMobile is.
Initial Complaint
Date:03/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Boost Mobile is posting False advertisement. They had an ad on their website advertising a free phone and all you had to pay was your monthly charge which was $40. They give you an option to choose a phone so I chose a phone and I placed the order and they sent me a **** card. They advertise a **** card which is $10 I did not choose the **** card I chose the phone. when I call them they said it was a **** card they were sending out. I called boost Mobile and told them what happened and they told me when the **** card comes send it back we will refund your money and when I returned it they refused to send me back my money. I never opened the **** card and I never used the $40 plan because I didn't activate it. I ended up in the hospital and couldn't send it right back but I did return it and they will not work with me whatsoever they have a nasty attitude.At the end of the day it's still false advertisement.
Business Response
Date: 03/27/2024
March 22, 2024

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

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

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

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

You stated Boost Mobile is falsely advertising a free phone if you pay for a month of service. You said that when you attempted to purchase the device, you were sent a *** card. You also stated to have been offered a refund when you returned the *** card, but we refused to issue one. You requested a refund.

In my email correspondence with *************************, I informed her there is no current promotion for a free phone (with a purchase of a month of service) on the Boost Mobile website. I requested photos of the advertisement to investigate, but **************** did not respond. I can look into this further,but I will need copies of the advertisement in question. You can send this to me directly at ********************************.

Please note that Boost Mobile retail stores are individually owned and operated and as such, set their own policies and have their own advertisements. If the advertisement is from a store, you will need to redeem the offer in said store.

The review of your calls show you were never promised a refund, as you requested to return the *** card after the ten-day money-back guarantee,and you inquired about the delivery of your *** card beforehand. Because you requested the refund outside the ten-day window, your request was denied.

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:03/11/2024
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 has deliberately locked my ******* galaxy 5g device ending in 0033 and has repeatedly billed ficticious amounts for subpar 5G service They are claiming that i have not "had service" after confirming that service has been provided They have wronged the customer over and over and have billed over $1000 for said services I would like my device unlocked as service has been provided since 12/19/22 to number ending 26
Business Response
Date: 03/27/2024
March 13, 2024

**************************************
************************
Henrico, ** 23229

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

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

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

You requested your device with the number ending in 0026 be unlocked. You also expressed concern with your billing.

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 as a courtesy; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile SIM card inserted.

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 you have been billed correctly for service.

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:03/11/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This boost mobile site charges full price on upgrades for existing customers. Even though boost has a set rate for billing per month this site overcharges customer if you walk in for bill pay and its not the instore fee but about 8 to 10 dollar more. They never offer upgrade at with price they are but up to 50% more than the cost of an up grade. They are not on the better business website.
Business Response
Date: 03/18/2024
March 13, 2024

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

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

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

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

You said the Boost Mobile website charges full price for upgrades for existing customers. You also indicated that we are overcharging customers, and you specifically mentioned the $4.00 convenience fee for making a payment. You requested a refund.

My attempts to contact you at ************** on March 12 and 13, 2024, were unsuccessful, but I left a message each time. I also sent an email to ******************** with a request that you contact me.

Our records show the lines ending in 2720 and 2422 are eligible for upgrades at a discount, but the discount may not be applicable to all devices. The line ending in 0832 is eligible for an upgrade, but is not eligible for any upgrade discounts.

We have no record of your bill being disputed. Boost Mobile offers self-service methods to make payments, such as the app or our automated phone system. Please note that the $4.00 convenience fee cannot be waived if you choose to make your payment with a customer care agent.

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:03/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A boost mobile store said I could get my device network unlocked after 6 months. Its been after 6 months called customer care only for them to say I have to wait a year to get my device unlocked? I wouldnt have ordered this phone online and what not if I knew I had to wait a year just to get the device unlocked.
Business Response
Date: 03/29/2024
March 27, 2024

***********************
******************************** 65
***********, ** *****

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

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

On March 11, 2024, we received your complaint, dated March 10, 2024, filed with the Better Business Bureau.

You said a store employee indicated that your device could be unlocked after six months, but now you are being told to wait 12 months.

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

A review of your account indicates that on September 21,2023, you purchased an iPhone 12 online from our website for $199.99, which was substantially discounted from the $699.00 retail price. Therefore, we require the device to remain active on our service for 12 consecutive months, but your account was closed on November 21, 2023. With your device being active for less than two months, it is not eligible for unlocking.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:03/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Repeated attempts have been made pertaining to software updates, whereby multiple non-use numbers (by myself) are being added to my contact list. There is no need to add them only to be deleted every time. In short, the updates have absolutely nothing to do with a contact list. If I wish to restore my device to it's default settings that should be my perogative.
Business Response
Date: 03/27/2024
March 19, 2024

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

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

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

On March 11, 2024, we received your complaint, dated March 9, 2024, filed with the Better Business Bureau.

You stated that you have attempted multiple times to update your device to resolve an issue with non-use numbers that are being added to your contact list without your authorization. You also mentioned that if you wanted to restore your device to its default setting, that it should be your prerogative. You requested for Boost Mobile to remove the phone numbers added,and to contact you before these changes are made again.

Boost Mobile is not able to make changes or modifications to your contact list. Boost Mobile does not have access to modify software or make any feature changes to any physical device under our service. We provide data for basic device functions, such as SMS messaging or internet browsing.

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:03/09/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 3/8/2023 Boost mobile Sent a text showing my bill was paid ( bank showed bill was paid). Less than 30 minutes later boost mobile sent another text saying service was suspended due to non payment. When I talked with boost mobile they agreed they messed up and would restore service. At no time did they indicate a delay would occur. Today no service(3/9/2023.) Boost mobile now says they cannot restore service for 4 days and they cannot do anything else. I would like assurance this will not happen again as well as credit for service I paid for, but cannot use. The person I talked with indicated they could not send me anything in writing showing their error.
Business Response
Date: 03/27/2024
March 21, 2024

Mr. ***************************
***********************************
********, ** 66046

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

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

On March 11, 2024, we received your complaint, dated March 9, 2024, filed with the Better Business Bureau.

You stated your Boost Mobile services were interrupted on March 9, 2024, despite making your payments on time. You were advised it would be four days before the services would be restored. You requested your services be restored in a quicker manner.

Our records indicate your Boost Mobile service is active and it was restored the same day it was interrupted (March 9, 2024). I applied an adjustment of $1.17,equivalent to one day of service downtime, to your account. Please allow 24 hours for this adjustment to apply.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:03/09/2024
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.
FRAUDLENT CHARGES FROM ************* Multiple payments above normal billing amount authorized(unlawfully) and posted to my bank March 2024.Had to cancel my card, and withdraw bank balance for personal protection as in addition my card was used for DoorDash.Boost app and customer service has no trace of the charge, or payment, and refused to credit any amount. Immediately cancelled, no ability or desire to rectify, stay away despite low prices.
Business Response
Date: 03/18/2024
March 14, 2024

*************************
** 77346

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

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

On March 11, 2024, we received your complaint, dated March 9,2024, filed with the Better Business Bureau.

You stated that multiple payments were taken from your bank account above the normal billing amount. You canceled your card with your bank.You show a payment of $28.00 made to Boost Mobile, and you requested it be adjusted.

We have no record of a payment of $28.00 taken on your account under the phone number **************. As we were unable to locate the payment in our system, please dispute it with your financial institution.

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:03/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In August of 2022 I entered into a BoostUp contract to update my iPhone. The contract was for 18 months with the first payment to start on 9/4/2022 - 2/4/2024. I made all my payments by means of autopay. On 3/4/24 I noticed I was charged for my iPhone although the contract ended 2/4/24, I called their customer service number and was told that the billing error was on their end because the representative said she was able to verify my contract ended on 2/4/24 said she was submitting a ticket for a refund and it would take 3 days for me to receive my refund. Five days later and still no refund so I called them back and was told my refund was denied because 3/4/24 was the end date of my contract although both the representative and the supervisor I spoke to on 3/9/24 admitted they didnt have access to the contract. This company not only charged me $27.00 that I did not owe but they were also attempting to charge me again on 4/4/24 as there was a charge on my April bill up until the representative I spoke with on 3/4/24 removed the charge. I am not the only consumer this company has intentionally over charged and at this point it is consumer fraud. I would like the over payment of $27.00 refunded back to the original form of payment ASAP.
Business Response
Date: 03/18/2024
March 14, 2024

*******************************
******************************************* 13
*******, ** 14150

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

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

On March 11, 2024, we received your complaint, dated March 9, 2024, filed with the Better Business Bureau.

You stated an overpayment was made on your loan that ended in February, as you were charged in March. You were informed you would receive a refund, but you have not. You also expressed concern with being charged for the loan in future billing. You requested a refund of the overpayment.

I submitted a refund of $27.00; please allow ***** business days for processing and delivery. The loan has been removed and you will no longer be charged for it moving forward.

We apologize for the inconvenience.

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

Sincerely,

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

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

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

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