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.
1,509 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:03/06/2024
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 advertises hotspot data packs which I purchased only to then be informed that the data packs could not be used for hotspot and that they were not refundable. This after spending many hours in chat and working with the device trying to figure out what was happening. After being told by Representatives that it should work, then that it shouldn't work, and in the end given no good explanation as to why I bought hotspot data that couldn't use as hotspot data. The data packs expired and boost refused to refund me nor offer any apology for all of this inconvenience. I demand that boost refund me or credit my account a total of $63 ($15 for two data packs plus 3 hours minimum wage which I lost time working)
Business Response
Date: 03/27/2024
March 17, 2024

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

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

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

On March 6, 2024, we received your complaint, dated March 6, 2024, filed with the Better Business Bureau.

You stated that you were unable to use additional data packs you purchased for mobile hotspot data with your Boost Mobile service. You requested a billing adjustment for the inconvenience.

I applied a $15.00 credit to your account as an exception; no further adjustments will be given for this issue. Please allow **************************************** your billing.

Sincerely,

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

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

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

Complaint: 21393893

I am rejecting this response because: the credit is useless. I receive the low income ACP discount so I have no monthly bill. The only reason I purchased the add-on hotspot data was to use it as hotspot data but you won't let me use it as hotspot data. This is false advertisement and unless you can apply it as hotspot data or refund my money I will not be able to close this complaint and I will post many reviews of boost Mobile accordingly. This is just not right.

Sincerely,

***********************
Business Response
Date: 04/09/2024
April 4, 2024

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

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

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

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

You said the $15.00 credit was not sufficient compensation for the two data packs you couldnt use, as you are enrolled in the Affordable Connectivity Program and should not receive a regular bill. You also mentioned that we advertise the ability to use data packs as hotspot data, despite your experience suggesting otherwise. You requested a refund for the amount you paid.

As stated on our website, customers may purchase data packs to replenish their ability to use high speed data on their Boost Mobile device. Data packs may be used to replenish the available hot spot data for use, up to your total monthly limit.Your current plan includes 10 GB of data combined between regular and hotspot usage. If your monthly usage consists solely of 10 GB of hotspot data, a data pack would not replenish available data.

Our records show the $10.00 payment for the first data pack was returned via a chargeback on February 21, 2024. Please consult your financial institution for more details. I submitted a refund of $5.00, or the amount charged for the second data pack; please allow seven business days for processing.

We regret any inconvenience this may have caused.

Sincerely,

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

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

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

Complaint: 21393893

I am rejecting this response because: I still have not received a refund for the purchases I made that could not be used as hotspot data. Why are you selling it as hotspot data if you know I cannot use it as hotspot data? I see no $15 credit on my account in addition I had to make a $10 charge to get my service back so I had to rebuy the charge back and this is just not right. Why are you selling things with false information?

Sincerely,

***********************
Customer Answer
Date: 04/19/2024
I do not see a refund all I see are a total of three hotspot data purchases (I even attempted another one because I really needed that hotspot data and it still says it is for the purchase of hotspot dat) for total of twenty dollars. This is absolutely absurd because if you are advertising hotspot data and you buy hotspot data, you should get hotspot data! You need to update this on your website and not allow people to purchase hotspot later when they cannot use it as hotspot data. I am extremely frustrated this is not right! I want all charges return to my accounts because if you do not return them then you have stolen my money. This is 1000% completely bogus advertising and I will not back down on this, this is not fair I have wasted so much time purchasing and trying to figure out how to use hotspot data that I cannot use as hotspot data!
Business Response
Date: 04/29/2024
April 28, 2024

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

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

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

On April 23, 2024, we received your second rebuttal, dated April 23, 2024, filed with the Better Business Bureau.

You stated you have not received the refunds I referred to in my previous response.You also mentioned that the hotspot data packs are not working as advertised.

My attempts to contact you on April 24, 25 and 28, 2024, were unsuccessful.

A $5.00 refund was issued on April 4, 2024, to the PayPal account associated with ***************** On February 21, 2024, a chargeback was initiated on your end regarding the $10.00 payment made. Please see your financial institution for assistance regarding this transaction.

As stated previously, data packs may be used to replenish hotspot data up to your monthly allotment. The maximum hotspot usage your current plan will allow is 10 GB. Once that limit is reached, a data pack will not replenish available data.

No further adjustments will be applied for this issue, as the service and data packs are working as intended.

Sincerely,

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

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

*****************************
Initial Complaint
Date:03/06/2024
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 03/05/2024 I bought a Boost Mobile phone and went to buy a prepaid card from their website. I was charged $10 for a second line when I didnt select nor want that. **************** has been no help. This is not the introduction I wanted as a new customer. I need my $10 back and do not want the second line. Before my order was even confirmed I tried to get it canceled and customer service representative ******************* claimed it wasnt possible. Most places can cancel your order quickly within a certain time period. I want my refund and second line canceled or Ill opt to return the phone all together.. I have no current need for two lines and only want the first one I purchased.How do I receive my refund. **************** emailed me and claimed they handled the issue but did not give me a timeline on when my bank will get my funds back.
Business Response
Date: 03/18/2024
March 14, 2024

Ms. Charobeta Ochala
****************************************************************

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

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

On March 6, 2024, we received your complaint, dated March 6,2024, filed with the Better Business Bureau.

You stated that on March 5, 2024, you bought a Boost Mobile phone and a prepaid card from the website. You were then charged an additional $10.00 for a second line added to your account without your approval. You asked for a refund for the order and when the line would be disconnected, and received neither. You requested the $10.00 be refunded and you be given a resolution timeline.

A review of your account reveals that a $10.06 refund was applied on March 5, 2024, and the second line on your account is pending disconnection on April 7, 2024. When I called and left a voicemail today, I informed you of the refund and the set disconnection date.

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

*****************************
Initial Complaint
Date:03/06/2024
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 had closed my account with Boost Infinite in November of 2023. My last bill listed a $10.00 balance, which had been paid with my debit card. On March 01, 2024, I had noticed a charge of $150.00 on my debit card (checking account).Apparently, there is an agreement for another phone, but the company failed to contact me before the unauthorized charge to my account on 03/01/****** did call the customer service number on 03/01/2024 at 1000., I was informed by a supervisor that the company sent out unauthorized charges on other customers on that day as well. I was informed that a refund would be processed for me. I called Boost Infinite on 03/06/2024 at 0800. I was informed that the refund was denied. Boost Infinite never contacted me before the charge of $150.00, my last bill was paid in November of 2023. I havent had any contact with this company since my last bill. Boost Infinite did not have permission to withdraw fund from my checking account. There was no bill or notice before March 01, 2024. I believe that Boost infinite made a fraudulent transaction, since I was never given a notice of the charges.
Business Response
Date: 03/08/2024
March 7, 2024

Mr. *************************
*************************************
*********, ** 49007

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

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

On March 6, 2024, we received your complaint, dated March 6, 2024,filed with the Better Business Bureau.

You stated that you closed your account in November ******** there was no balance due at the time. On March 1, 2024, you saw a charge on your bank account of $150.00. You stated that this was unauthorized, and you requested a refund.

Our records show that you purchased a ******* Galaxy A23 through our website on October 1, 2023. The device was financed with a payment of $5.00 per month for 36 months. The device was delivered to your address by *** and activated. Your account was closed on November 20, 2023. On March 1,2024, having failed to restore the service and resume payments for the device,the outstanding balance due was charged to the payment card on file in accordance with the terms of the financing agreement. This is a valid charge for the device and as such, no refund is warranted in this case.

Sincerely,

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

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

                *********************
Customer Answer
Date: 03/08/2024

Complaint: 21392648

I am rejecting this response because:
The final bill on 11/30/2023 was $10.00, if I had owed any charges for a Galaxy A23, why were there no charges or information on my final bill regarding the device?
It seems that Boost Infinite failed to keep proper records.
There was no record of a Galaxy A23 on my account when I closed the account in November of 2023.
I feel that I should receive a full refund of the $150.00. Then with the proper steps included, Boost Infinite can then send documentation to me regarding their request for a Galaxy A23.
Boost Infinite had no right to remove funds from my checking account without a notice or a billing statement. As of 11/30/2023, my final bill was paid in full. I did not receive any correspondence from Boost Infinite regarding the Galaxy A23 issue until after the $150.00 was removed from my checking account on March 01, 2024.

This is an unauthorized transaction.

Sincerely,

*************************
Customer Answer
Date: 03/14/2024
Request to receive the response and evidence that has been provided by Boost infinite regarding the reason for the case to be closed by the BBB.
I have not received any communication by Boost infinite regarding the reasons for the unauthorized transaction from my checking account. If there is a device involved, Why was the device not listed on my final bill in November of 2023? If there was a device on my closed account, why was I never contacted by Boost infinite regarding the device?
How can the BBB close a case when there is no evidence to back up the companies answers?
Initial Complaint
Date:03/06/2024
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.
On March the first i called boost to confirm that i would be able to transfer a number from tmobile to my account while letting them know that i was porting out a number they said no problem. So i called once the number on my account was ported to start the porting to my account the customer service rep informed me that i would have to start a new account. Also that she would transfer my number to my new account she put in a ticket and know march the 5th i called they said there is no way to put the credit to my new account and or to refund me the money since it was ported the account is closed. My resolution is to simply return my money for a service that was not provided . My old account is ********** my new account is **********
Business Response
Date: 03/27/2024
March 17, 2024

******************************************
******************************
*********, ** 70043

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

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

On March 6, 2024, we received your complaint, dated March 6,2024, filed with the Better Business Bureau.

You stated that when you attempted to transfer your number from T-Mobile to Boost Mobile, a Boost Mobile customer care representative told you that a new account would need to be created. You made a payment on your previous account on February 28, 2024, for three months of service, right before your new account had to be created. You requested this last payment be transferred to your new account.

After review, I applied a one-time credit of $45.69 to your new account.

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

*****************************
Initial Complaint
Date:03/05/2024
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 check my plan on 2/26 to the 60 dollars plan and I had to pay ***** that day.After the payment it showed what my bill would be for next month. I also received an email stating ***** will be due on 3/5 and it was paid on 3/4. I received another email from Boost mobile stating I owe another *****. I called Boost on 3/5 I explained the issue. I told them my service was turned off and the payment was paid and that the website was asking for more money. The person on the phone told me to go on the app and changed the plan and it charge me again
Business Response
Date: 03/11/2024
March 7, 2024

*********************************
723 *******.
**************, ** 35127

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

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

On March 6, 2024, we received your complaint, dated March 5,2024, filed with the Better Business Bureau.

You stated that you switched to a $60.00 plan and you made a payment of $27.41 to make the change. You received an email stating your next payment would be $44.80, due on March 5, 2024. You made a $44.80 payment on March 4, 2024, and then received another email saying $24.82 was due. You requested to receive a refund.

Our records indicate that you switched from a $35.00 plan to a $60.00 one on February 26, 2024, causing a prorated charge of $27.41. The plan was then changed again to the $15.00 per month three-month plan, causing a prorated charge of $45.00. You made two payments on March 4 and 5, 2024,totaling $54.96. These charges include the $45.00 charge for the plan with taxes included, and a $7.00 charge for device insurance. Your account has been billed correctly and no refund is warranted.

Please be aware that while your new plan is billed every three months, your device insurance is billed monthly.

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:03/05/2024
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 10/20/23, my Boost Mobile iPhone 7 Plus died. I ordered a new iPhone 11 from my Boost account app. New iPhone 11 delivered 10/24/23. Called Boost to activate my new phone, contacted Apple to retrieve the 6 digit code (which was being sent to the dead iPhone 7 plus).Called Boost back to finish activating my new phone. Completed on 10/24/23.On 2/15/24, I cashed in 8.33 in Boost Coins. Then the issues started.On 2/16/24, I was charged $150.01. They said this was for not activating my new iPhone within 60 days. However, I DID activate it - in order to use it, it had to be activated. Ticket ******* was issued, requesting a refund. This was denied by Boost (60 days from purchase date would have been Dec 23,2023.... I was charged in February!!) Confirmed **** number with Boost customer service rep named "Soso". On 2/23/24, I was charged $33.67. An odd charge since my bill is and has been $30/month since 2011. I called Boost. They could not confirm what the charge was for. I spoke to Boost customer service rep named "Soso". Again, Confirmed **** number.She stated that their system says I still have the iPhone 7 Plus listed as my device. We attempted to update the **** number. I was forwarded to her supervisor, "*******", who also said they needed to update my phone information. Updated **** and ICCID. I was told this was fixed.I was to receive a refund for the $33.67, which I did not receive.After hanging up, I received a notification that my normal monthly payment of $30.00 was also processed on 2/23/24. I called Boost back, and spoke to "*****", who again updated my phone information to the new iPhone 11 **** and ICCID.On 3/5/24, I was charged $12.00. I called Boost again. Spoke to "Hazer". She could not confirm what the charge was for. I looked in my Boost account app and see I was given a $12.00 credit in their system, but was apparently charged $12.00 instead! She requested a refund. (Ticket # *******)I need this resolved! (removed autopay as well).
Customer Answer
Date: 03/06/2024
More Information...I would also like Boost Mobile to clear up the issue in their system - it should read iPhone 11, IMEI ***************, ICCID 8901240244718078145.
The iPhone 7 Plus I had previously is dead. This information should have been updated when I activated the new iPhone 11 on 10/24/23.
Business Response
Date: 03/27/2024
March 21, 2024

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

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

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

On March 6, 2024, we received your complaint, dated March 5,2024, filed with the Better Business Bureau.

You said you purchased an iPhone 11 from us and activated it.Recently, you were charged $150.01 for failing to activate the iPhone 11 in question. You were told a refund will be issued, but you have not received one.

When we spoke on March 21, 2024, I confirmed the purchase of the iPhone 11, but our system is showing only your iPhone 7 as being active;therefore, you were charged the difference between the discounted purchase price and the full price of the iPhone 11. I was able to have the iPhone 11 show up as active on your account, and I will submit a $150.01 refund; please allow up to two weeks for processing. I also issued a one-time $30.00 courtesy credit.

You accepted this resolution to the issue, but you said you have another with a missing payment. You will provide me with your bank statement, and I will work with you to get this resolved as well.

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

                *****************************
Initial Complaint
Date:03/05/2024
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 ******* galaxy A25 on 2/14/2024 and it cost $106.99, and then i had to wait almost a week to get a new Sim card. Since my new phone has been activated, I had no internet and no calls or text messages. I have called boost Mobile since Sunday and Monday and this morning. I little brother was sent to the hospital and he's been incubated and put in *****. The hospital tried calling me several times yesterday and I finally got the call! I am also disabled and on oxygen and I tell boost Mobile and they don't care about me! I've been a boost Mobile customer for almost 10 years now! I want them to fix this problem and and I want credit! I don't deserve this. I haven't experienced this problem with boost Mobile for a while now. But boost Mobile was the one who told me that my old phone was the problem and I needed to purchase another phone and I did. Please help me. Thank you and have a blessed day!
Desired Resolution: Finish the Job
Customer Answer
Date: 03/05/2024
My brand new phone isn't working!
Business Response
Date: 03/18/2024
March 12, 2024

***************************
**********************************
*****************, ** 33827

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

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

On March 6, 2024, we received your complaint, dated March 5,2024, filed with the Better Business Bureau.

You said your brand new phone is not working. You are unable to use your data, call and text services. You confirmed with ******* that the device is not the issue. You also expressed concern with the customer care you received.

When we spoke, I confirmed that there are no tower issues in your area. I offered to change your network to AT&T in an effort to fix the problem. In order to do so, you need to create a new account with a new email address, pay for service and then contact me directly at ************** or ********************** so an AT&T SIM card can be promptly sent to you. I also informed you that a $60.00 credit will be applied to the new account. You said you will need to wait until the beginning of April 2024 to do this.

We apologize for the customer service you received.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:03/05/2024
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 charged $160 for a phone and payment of phone bill which I paid early before bill was due which my services was out of order my phone got locked on me as I was in the conversation and I couldn't get back in it and locked me out I tried to get them to help me refuse the situation but it was unsuccessful so I was without a phone for over 2 months for which I had paid early my bill wouldn't do till the 16th of the following month for which I paid the phone and that was from December 18th to January 6th after that no service my phone went completely out
Business Response
Date: 03/27/2024
March 21, 2024

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

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

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

On March 6, 2024, we received your complaint, dated March 5,2024, filed with the Better Business Bureau.

You said you paid $160.00 for a phone and the first month of service. You paid next months service early, but you were locked out of your phone and had no service. You indicated you were unable to resolve this issue with customer care.

My attempts to contact you at ************** on March 20 and 21, 2024, were unsuccessful, but I left a voice message with my contact information.

A review of your account shows that on March 4, 2024, you contacted us to report service issues, and you were told your service was interrupted due to non-payment. The last day of service on your device was February 16, 2024. Most devices lock the screen automatically after five seconds and you can change settings to adjust the time for screen lock or to disable this feature. You purchased your device at a ******************** retail store and they are independently owned and operated; as such, they maintain their own phone inventory,and set their own return and exchange policies.

On March 21, 2024, I issued a one-time $50.00 courtesy credit and restored your service. The next bill will be due on April 21, 2024.If it is not paid, your service will be interrupted.

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:03/05/2024
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.
For the whole month I have had this boost Mobile service, the service has absolutely been horrible, drop calls, can't use the Web barely at all, I feel I should receive some compensation back cause they need to fix a tower or something my service *****
Business Response
Date: 03/29/2024
March 28, 2024

***************************
**********************************
Hellam, ** 17406

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

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

On March 5, 2024, we received your complaint, dated March 5, 2024, filed with the Better Business Bureau.

You stated you have experienced technical issues with your service. You requested compensation.

My attempts to contact you on March 18, 24 and 27, 2024, were unsuccessful.

As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings,basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls while indoors. In addition,data coverage is not available everywhere and service speeds are not guaranteed.Data service speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such. In addition, our investigation into your service area reflected no network issues.

So that I may better assist you with your concerns, please contact me directly at **************. Compensation at this time is unwarranted.

Sincerely,

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

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

*****************************
Initial Complaint
Date:03/04/2024
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.
My husband and I switched from Metro to Boost we paid ***** for we thought activation 2/3/2024 never got a receipt or explanation of purchase the manager said he was going to email we never received an email now a month later they are taking unauthorized money out of my account without my permission I confronted the manager with this and he still has not sent a receipt and will continue to take out ***** out of my account because he says so he cannot explain the purchase to us I personally think he is doing underhanded business at the location in *********** on *************.
Business Response
Date: 03/11/2024
March 7, 2024

Ms. ******************************************
*******************************************************************

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

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

On March 5, 2024, we received your complaint, dated March 4,2024, filed with the Better Business Bureau.

You stated that you switched to Boost Mobile at a retail store. You were charged $44.38 for what you thought was an activation fee. You did not receive a receipt. One month later, you were charged that amount again.You went back to the store and the manager there said it was a valid charge,but would not explain the additional charges. You requested assistance.

We spoke by telephone on March 7, 2024. I informed you that all Boost Mobile retail stores are independently owned and operated, and we are not able to see the $44.38 payments, as they were made directly to the store in question. I advised you that I would forward your concerns to our internal department that acts as a liaison with the retail stores, and request that they contact you for assistance with this issue.

Sincerely,

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

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

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

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