Complaints

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

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

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  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

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  Team Mobile - Green Springs

  66 Green Springs Hwy Homewood, AL 35209-4902

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  Boost Mobile

  235 N Tyndall Pkwy Panama City, FL 32404-6433

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  Boost Mobile

  8911B Pensacola Blvd Pensacola, FL 32534-1928

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:02/28/2024

  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 Infinite has been telling me for months that they did not have my cellular service but as of 259pm est today they disconnected my line. When I called in I explained to them I have been having issues for 8 months since they took over Republic wireless customers. Bc at that time Infinite told me I would have to wait 2 wks for svc, I tried to port to another provider. That port was never successful. My number ************ has had service since that time, August of 2023 until today. I just had a medical procedure on my spine, I am a district care leader at my church and all my elderly members that I am responsible for have this number. Additionally, I have used this number for the oncall rotation for my job of 30 years. I am now being told I may not get the number back.I DESPERATELY need this number back in service asap as you can see. I need no money and tried to tell Infinite that my service has continued to work on the Republic SIM card I have used for years and that they needed to bill me. I have been getting emails start 02/19/23 from Boost about data usage and a new order that was created for me I guess to restore service I already had. I tried to go into the Infinite portal and set up my account for a 2nd time like I did back in Aug 2023 when Republic sold out to Infinite but got an error message that my account was still being created. I have made over 20 calls and stayed on the phones for a duration of 2-6 hours each time with no resolution. I would like some form of retribution if this number is not restored but at this time I just desperately need my number for my livelihood and person life and activities. Corporate tkt ******* Executive ******* Mgrs ****** and ****** advised to just wait for a few days and stated they could not further escalate my issue.

  Business Response

  Date: 03/11/2024

  March 7, 2024
  
  
  
  *****************************
  339 ********************
  ***********, ** 27801
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ******************:
  
  On February 29, 2024, we received your complaint, dated February 28, 2024, filed with the Better Business Bureau.
  
  You said that you previously had Republic Wireless, and you have been told for months that we do not have your number; however, as of 2:59 pm on February 28, 2024, your service was disconnected. You indicated that from August 2023 to February 28, 2024, your service was working. You mentioned that you attempted to port out your number, but you were unsuccessful, and now you have been informed your number is lost and cannot be recovered. You requested assistance.
  
  Republic Wireless has transitioned to Boost Infinite and therefore, all customers were migrated over to the new platform.
  
  In my email correspondence, I advised you that on March 1,2024, service to your line was restored, and on March 7, 2024, your account was fully restored.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *********************************************;
                  ******,** 80210
  
                  *********************
  

• Initial Complaint

  Date:02/28/2024

  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.

  yes ive been with boost mobile for ten plus years and as of **************************************************************************************************************************** that putting it on suspend wasnt going to be a problem for the request of 2 years due to the hospitalization well when i got out of the hospital i called my number ************ and found out it was reassigned to another individual i had accounts linked to the number such as ******** uber lyft and so forth this has locked me out of these accounts and it has brought another hardship my way please note that i also paid for months that my phone was stolen and i didnt even use services over 7 months of pre paid services now i wouldnt make and issue out of it but i was told it would be fine and i would still get the no hassle no haggle no interuption services for the pre paid amount of 35 dollars a month there was a lady i forget her name from sprint helping me with issues and so on please sprint i hope she still with you and knows the number from before im only available tuesdays thursday all day and monday wendsday fridays after 3 pm centrel thank you

  Business Response

  Date: 03/18/2024

  March 14, 2024
  
  
  
  *****************************
  ****************************************************************************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear **************:
  
  On February 28, 2024, we received your complaint, dated February 28, 2024, filed with the Better Business Bureau.
  
  You stated you lost your Boost Mobile phone number following a period where your account was suspended while you were hospitalized. You requested your phone number be recovered.
  
  Boost Mobile does not offer suspension/hold services for hospitalizations. The Boost Mobile phone number in question was disconnected, and after a period of time,reassigned to a new consumer. As the phone number is currently in use by someone else, it cannot be retrieved.
  
  Sincerely,
  
  
  
  ***********************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  **************************************************************** / ******* Better Business Bureau
                  **********************************, #***
                  ******, ** 80210
  
                  **************************;  
  

• Initial Complaint

  Date:02/28/2024

  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.

  Purchased plan and tried transferring my phone number. Boost was unable to transfer my phone number and said yet would issue a refund. I have yet to receive the refund of $317.02 from 02.09.2024.

  Business Response

  Date: 03/18/2024

  March 13, 2024
  
  
  
  *******************************
  ***********************
  *****, ** 32927
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **********************:
  
  On February 28, 2024, we received your complaint, dated February 28, 2024, filed with the Better Business Bureau.
  
  You said you purchased a plan from Boost Mobile, but you were unable to transfer your number and/or activate service. We stated a refund would be issued, but you have not received it.
  
  I found your pending activation account; notes indicate we were not able to complete the account activation due to your device being locked to another network. I submitted a $317.02 refund; please allow up to two weeks for processing.
  
  We regret any inconvenience you may have experienced.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  
  

  Customer Answer

  Date: 03/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Refund has been processed, thank you.
  
  Sincerely,
  
  ***************************
  

   

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Boost Mobile customer for over a year. In November 2023, they offered me a discounted device, which I purchased on November 23rd. After receiving it, I called to activate it but kept my existing SIM card per their instructions. However, on February 16th, Boost Mobile charged me full price for the device. I immediately called customer service, who said a system error occurred during activation that had not properly linked the device to my number. They promised to escalate the issue and resolve it within ***** hours. Unfortunately, the problem persisted.Over the next 10 days, I made multiple calls spanning several hours to try and resolve this issue that stemmed from a technical error on Boost Mobiles end. I spoke with various agents and specialists who all assured me they would fix it, but the improper charge remained. On my final call on today, the manager ***** (ID CY5) dismissively said I was charged full price because the device was never activated properly. Despite explaining the full timeline and previous assurances, she showed no concern and said I could complain to whoever because she did not care.I tried explaining I had been explicitly told during earlier interactions not to reactivate the device since it was already showing active in their system. The specialists had also supposedly escalated the issue, so reactivation should have been unnecessary. In summary, despite countless calls and wasted time speaking to numerous representatives, I have been unable to get this improper charge removed or receive any satisfactory resolution for an issue caused by Boost Mobiles technical error.She confirmed my calls for the past 10 days and saw the notes which says no need to reactivate again has been activated already.Thank you Regards ******

  Business Response

  Date: 03/11/2024

  March 7, 2024
  
  
  
  **********************************
  ************************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear *********************:
  
  On February 28, 2024, we received your complaint, dated February 28, 2024, filed with the Better Business Bureau.
  
  You said you purchased a device and inserted the *** card (per the instructions you were given), but you were charged the full MSRP for the device. You attempted to address the issue with customer care, but to no avail.You requested a refund.
  
  When we spoke, I informed you that your account is now reflecting the correct, active device, which is the iPhone 12. Additionally, refunds of $480.01 and $32.40 have been submitted. Please allow 5-10 business days for processing and delivery.
  
  I regret the way your issue was handled by our representatives. Thank you for bringing this issue to our attention, so that we may address it with the appropriate personnel.
  
  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:02/27/2024

  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 January 19, 2024, Boost Mobile charge me $635.99 for a Cell Phone that I did NOT order. The phone was never received by me. It was returned by ****** back to Boost Mobile. I also called Boost Mobile on January 19, 2024, an explain to them, that I did NOT order this phone. Boost said that they was canceling the mistake order and it will be 5 to 7 days before I receive my refund.Now, it is February 27, 2024 and it has been 40 days and still NO refund as of yet.Boost is now saying, it will be 6 to 8 weeks before they will send me back my refund.I would like for my refund.Thank You.Buyer Beware...!!!

  Business Response

  Date: 03/11/2024

  March 5, 2024
  
  
  
  ***************************
  ************************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ************:
  
  On February 28, 2024, we received your complaint, dated February 27, 2024, filed with the Better Business Bureau.
  
  You said that on January 19, 2024, we charged you $635.99 for a phone you did not order or receive. It was returned by **** but you still have not received a refund.
  
  When we spoke today, I informed you that a $635.99 refund is being issued to the Mastercard ending in 5977. Please allow five to seven business days for processing.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:02/27/2024

  Type:Sales and Advertising 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 Feb 10, 2024, I ordered a ******** Razr phone as an upgrade to my current Boost Mobile account. It was on sale for ******. The purchase was completed on the Boost Mobile app and I was logged into my account at the time. They offered this deal to me as a current Boost Mobile customer. The phone was ****** off normal price otherwise I would not have considered it. The phone was lost during shipment. I let Boost know and they handled business with **** A credit to my account was issued and customer service told me today that the money is being refunded to my card. The problem is I can no longer receive the phone at the sale price.I requested yesterday 1/26 that customer service resubmit the purchase order at the sale price and was told the phone was sold out. I requested it be submitted when the phone is back in stock and was told the company would do so. Today I was told by customer service that I was lied to yesterday and I had to wait until it came back on sale some time in the future. Boost would not be honoring the original sale price on the phone and I would just have to be satisfied with a refund which can take up to 8 days to complete. I was also told there was no one I could contact further regarding this matter.

  Business Response

  Date: 03/11/2024

  March 7, 2024
  
  
  
  *********************************
  ***********************************************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **************:
  
  On February 27, 2024, we received your complaint, dated February 27, 2024, filed with the Better Business Bureau.
  
  You said you purchased a device, but it was lost in the mail and you received a refund. You attempted to order the device again, but you were informed the device is either not available or you will need to wait until it is on sale again. You want the device at the promotional price.
  
  When we spoke, I offered to apply a credit to your account for the difference between the promotional price and the store price, help you create a new account with a new email address to redeem the new customer offer (for the ******** Razr) and assist you with porting your phone number over, but you declined. If you change your mind, please contact me directly at ************** and I will honor these offers.
  
  I regret the way your issue was handled by our representatives. Thank you for bringing this issue to our attention, so that we may address it with the appropriate personnel.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  
  

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21354606
  
  I am rejecting this response because:

  Option1: Would have required me to pay approx $600 for the phone at regular price then get back with them to receive a $400 credit to my account. While it would essentially prepay my account for over a year, including a refund of the difference from the credit should be included. I said no.

  Option2: I would have to set up another account with another email and then they might be able to port my new number over.  She said they can do it, not they will do it. I asked and she could not give me a guarantee they could port my number over. This company is on their last legs with me. One more failure would be the last. They do not unlock phones without it being with them a year. If I'm going to do all the leg work for them I need more than, "it's unlikely". I need to know. I said no.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have BOOST MOBILE -near 8 YEARS - Without issue - Prior to HARRASSMENT that started with an Additional Line (April 2022} - Where a prepaid ( Cash Payment - CREDIT - WE ADDED DIsappeared - plus MASSIVE telemarketing calls on NEW number -( Resulting in Discontinue of NEW -2nd Line ) Taking BOOST -2 DAYS - 7 HOURS (Multiple complaints ) to find our (stolen cash payment-credit ) -Our Unlimited 5 Wi-Fi -always worked FINE - Until While I was Working online my WI - Dropped off July- Aug 2023 - I visited (Boost) STOREs To fix - But it was NOT resolved- And STORE Wi-Fi on my phone was not Possible- And for MONTHS -Boost online, Phone from Store and At Store - Could NOT be Resolved my NO Wi-Fi problem - Where out of FRUSTRATION- (with BOOST ****************** We attempted to Try resolution Sept 18- 2023 at 9:39 am but forgot the Acct Pin - And ********************** refused to SEND it - Were we took anothet BREAK from the BOOST -****************** we always PRE PAY 1/2 to Year in ADVANCE - I finally got ALDi that understood our FRUSTRATION- for Near 8 months of attempting BOOST to fix our WI-FI and Said I can SEE you have NO WI-FI use in 8 months - After massive Attempts - And have NO problem issuing a CREDIT for that time you loss - IF you could FIRST confirm - ITS NOT the ******* Which i Agreed as reasonable - and called the ph ************ ********* ********* -Which Tested the ****** Verifying it was NOT the phone - Its the SERVICE -And waited on the LINE - With me - To ADVISE Boost Tech how to FIX my Wi-Fi -Noting a Laundry List - Including the **** that BOOST switched my 5G to 3 G that FAILED to WI-FI service - ANYWHERE -On Any WiFi including my Boost Wi-Fi unlimited acct included in -but after waiting 10 minutes - The Boost Guy REFUSED to Let Tech from ******** Talk to Boost Tech - To Fix my wifi -and after 10 minutes of Harassment sent me to Tech **************** could see corrected the 5 G system from the 3 G - But it still did not work - i talked to HAYA5L4 - To Credit Super

  Business Response

  Date: 03/18/2024

  March 12, 2024
  
  
  
  **************
  ***********
  Little Rock AFB, ** 72099
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **************:
  
  On February 27, 2024, we received your complaint, dated February 27, 2024, filed with the Better Business Bureau.
  
  You said you reported internet access issues, for which you were promised a refund that you have not received. You also stated you visited a Boost Mobile retail store and they recommended you change your SIM and wanted to charge you $30.00.
  
  When I spoke with you on March 8, 2024, you requested I respond to an email you sent me.
  
  In my response, I informed you that a review of your Boost Mobile account shows we received calls starting on February 12, 2024, reporting your internet access issues, but I did not find any calls prior to this date. I offered to issue a three-month service credit of $105.00 or, if you decided to change providers, I would issue a $105.00 refund. You responded and accepted the $105.00 account credit. I will continue to work with you to try to resolve your internet access issues.
  
  We regret any inconvenience you may have experienced.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *****************************
  
  

  Customer Answer

  Date: 03/25/2024

  BOOST is not HELD Accountable for Intentional Tort Acts , Harassment , Intimidation , SABOTAGE of cell ***FI service-By Switching the (PAID For 8 months in Advance 5 G unlimited to 3 G - (Causing NO wi-Fi on Cell - Not able to use with ANY Wi-Fi Anywhere on the Phone - ) Refusal to FIX IT , Refuse to Render PROMISED Reimbursement ( Aldi , And Agent HAYA5L4 - To ******* the cell / Internet INTERUPTION 8 months of Not able to Use - IF I called ******* (ph given by Boost =of ******* ************ to VERIFY- the Problem was NOT the phone - But indeed the ( Lack of ) SERVICE by BOOST - not only did SANSUNG TECH VERIFY that it was NOT the ******* But BOOST SERVICE - ******* Tech - Even Waited on the Line WITH me for Boost to answer the Call 10 minutes Later - Where ******* Tech Wanted to Talk to BOOST tech to tell them EXACTLY WHY my Wi-FI was NOT working for 8 Months Without Resolution- And HOW to FIX IT - Rep REFUSED to Pass the Call - but later passed to Boost tech - That Put the 5G Service back ON - thinking it would (be Only Step ) to FIX - *** FI Service - Where after Repair ( Fail } Ticket 836-17683 first only Ticket made in 8 months by JET where we went to Brick and Mortar - Boost - That fixed the ***Fi on phone & other WI FI - Working FiNE ( after 8months ) only to FAIL again when ******* sent me a LINK to resend Account - Only to Have WI FI - Not working AGAIN - And the Same BOOST store could NOT get it working again - ******* GA 135G was Rude and Refused a Manager to me, , supervisor JAD VPO -Hung up on me when Subject of Refund as Credit came up / same for nasty **** Nki - Refusing to see notes by *** -VDK that would not CHARGE for Phone switch to old Phone to Get wi fi working ( as Suggested by ******* Tech ) **** wanted to CHARGE me $30 for new Phone Chip , Refused ANY REFUND / Credit , plus Constant harassment calls from Same Exchange as BOOST ph ************ ****** ph ************ Im a 7 YEAR + best customer- They LOSS - Now I Want CASH to GO

  Desired Resolution: Billing Adjustment

  Business Response

  Date: 04/16/2024

  April 15, 2024
  
  
  ******************
  ***********
  Little Rock AFB, ** 72099
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **************:
  
  On April 10, 2024, we received your rebuttal, dated April 10, 2024, filed with the Better Business Bureau.
  
  You said Boost Mobile has not resolved your network service issues and refuses to issue a refund for any of your payments.
  
  On March 11, 2024, a $105.00 credit was issued to your Boost Mobile account and you were provided with your account number and port-out PIN to allow you to change providers and keep your phone number. Your device is network unlocked and you should be able to move to a new provider if we are not meeting your service needs.
  
  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.
  
  I encourage you to contact customer care with any service-related issues. 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:02/27/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/21/23 I went to my local Boost store in *******, ** because my phone stopped working for phone calls (still worked for internet and messages). The employee at the store was able to fix it with a phone call.While I was there, he offered me a less expensive phone plan that provided the same level of service as my existing plan. In order to put me on the new plan though I needed to switch to a new phone number. As I was a couple of days away from the end of my current billing period the representative said I would pay for a few days for an old phone number that was no longer valid. I agreed to the change of plans and handed over my phone so he could replace the sim card and paid for the first month. ******* at the store was very helpful in getting everything set up with my new phone/account. I have no issues with my current plan or service.The issue that I have though is that Boost continued to charge me for my old non-existent phone number *************) for two months until I noticed and contacted them to get a refund. They charged me $40.97 on 12/31/23 and $40.97 on 01/31/2024 even though my service with my new phone started on 12/21/23. I have made payments against my new phone number on 12/21/23, 01/21/24, & 2/21/24.At the store there was never any mention of me having to do anything to deactivate my old account or needing to go in and turn off autopay (******* knew I was set up for autopay). As far as I knew once ******* took the *** card my old account no longer existed. I should have caught this in December but my mother-in-law broke her hip on Christmas evening so things were a bit hectic at that time.When I called Boost **************** on 02/23/24 the agent was not authorized to do anything to help me nor was the supervisor (***). He told me that since the charge was more than 10 days old he could not refund it.As Boost provided no direction for me to turn off autopay on my old phone number I am requesting a refund of $81.94.

• Initial Complaint

  Date:02/26/2024

  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 had two recent "autopay" charges from Boost (***** each) on Feb 23, 2024. My initial purchase of the prepaid boost cards was from Bestbuy. One line for me and one for my wife.The service was for 3 months and worked fine during the 6 weeks I was in the US. I then returned to ********* At no point did I agree to or was made aware of autopay being activated on my account.Their activation processs requires you to enter a payment method, which I reluctantly provided because I had to in order to activate.I called and deactivated the lines and requested a refund, but they said I would have to go through the bank to dispute it.They sent an email about deactivating autopay after I called customer service, but never one about acivating it in the first place. It seems they don't want you to know it's on in the first place and make it the default. I never created an online account so never saw it was on nor did I see this as an option during activation. Also the activation email which does not mention autopay.They claimed they cannot refund me when I called their customer service number, but this is a lie since they say they have processed refunds for other customers who filed a complaint here.

  Business Response

  Date: 03/20/2024

  March 17, 2024
  
  
  
  Mr. ***************************
  ********************************
  ************, ** 46217
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ****************:
  
  On February 27, 2024, we received your complaint, dated February 27, 2024, filed with the Better Business Bureau.
  
  You stated you did not authorize AutoPay on your account. You requested a refund of the two AutoPay payments of $46.69.
  
  I submitted a refund of the two payments of $46.69 in question. Please allow seven business days for processing.
  
  Sincerely,
  
  
  
  ***********************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  **************************************************************** / ******* Better Business Bureau
                  **********************************, #***
                  ******, ** 80210
  
                  *****************************
  

  Customer Answer

  Date: 03/24/2024

   
  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:02/26/2024

  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 bought my IPhone 12 from boost on 12/22/23. I paid for the $60 bill. When my next bill was due on 1/22/24 I switched my plan from the $60 to the $40 to save myself some money. My Data worked from 48 hours then stopped. After calling multiple times I got no resolution. I was told to wait till the end of the billing cycle for a company credit to my account. So I went an entire month without data and was told we have escalated the situation over 10 times. On 2/22/24 I was told the credit I was given on 2/22/24 would be applied to my account and my cycle would restart with no issues. My Data worked for exactly 24 hours then shut off. I called boost back and they said I have to wait and see what happens but once again they escalated my situation. So now again I have no data. I just need help please. I saved up and budgeted for this phone and the price point that I got it at. Now I cant even use my phone for work or anything unless Im connected to wifi. And my phone cant be unlocked and taken to another carrier until one year passes.

  Business Response

  Date: 03/11/2024

  March 4, 2024
  
  
  
  Mr. ***********************
  ** 10462
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ******************:
  
  On February 26, 2024, we received your complaint, dated February 26, 2024, filed with the Better Business Bureau.
  
  You said that you have had issues with your data since switching calling plans on January 22, 2024. You indicated that you were told on February 22, 2024, you would receive a credit, but you did not. You requested assistance.
  
  You responded to my email that we should disregard this complaint, as you will simply purchase a new phone from your new carrier.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *****************************