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

4,962 total complaints in the last 3 years.
1,504 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:02/23/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They straight lie! Told me I had 40 gigs of mobile data and 40 gigs of hot spot. When in fact, they are one and the same. I hooked up my computer for hot spot use after looking on their app and seeing I had hot spot data left. It used all my high speed cellular data and yet still tells me I have 23.1 gigs of hot spot data left available. Now I have no high speed data left to work as I need my internet to work with. Their app has 2 different gauges one with high speed data and one with hot spot data leading you to believe they are not the same when in fact they are. Called to get this issue fixed and they tell me the only thing I can do is spend 5 bucks on one (1) gig of high speed data. I asked for a supervisor and after explaining 5 different times what my issue is to someone who spoke broken English, she basically tells me Im screwed. And proceeds to tell me to use Wi-Fi. Mind you, if I had Wi-Fi I wouldnt need the hotspot.
Business Response
Date: 03/18/2024
March 8, 2024

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

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

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

On February 28, 2024, we received your complaint, dated February 23, 2024, filed with the Better Business Bureau.

You said Boost Mobile offered you 40 GB of data on your account with a 40 GB hotspot. You used your data allotment and saw you had 23.1 GB of hotspot data available. It was then explained to you that it is a combined capacity and when you reach 40 GB, your service is throttled. The only option offered is to add additional data in 1 GB increments at a cost of $5.00.

When we spoke on March 8, 2024, I confirmed the capacity on your account, and informed you that all our service plans work the same way,and you said that you understand now the way data capacity works on our service. I also informed you that you can add additional capacity in increments of 1, 2, 5 and 10 GB packs with a one-time fee ranging from $5.00 to $30.00.

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

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

Customer Answer
Date: 03/18/2024

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.

*************************************************
Initial Complaint
Date:02/22/2024
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.
My niece purchased an IPhone 15 Pro using my credit card on 10/17/23 for $1604.99.I initially filed a dispute with Boost Mobile Prepaid because I didn't give my niece permission to do so.Boost suspended her account after the dispute was filed, and my credit card gave me a provisional credit for the amount and took the funds back from Boost.I later cancelled the dispute after settling with my niece. My credit card company said it would take about a month before Boost would be credited back the funds, so I made a new payment to remove the suspension so my niece could use the account.On the same day, my credit card reversed the provisional credit and paid Boost another $1604.99.Boost said they have no record of this payment, so I created another dispute with my credit card company for dual payment of the phone.My niece had received the phone in the mail, so I asked Boost for a return address to return the phone.They said it would be sent to my email on file with a return label.I never received the email or label so I called them every two days for a couple weeks.They finally gave me the return address over the phone and created a new case number to facilitate the return.They said I had 45 days from date of purchase to return the phone. They received it on 11/15/23, or 28 days from date of purchase at my mailing expense.I called Boost because I never received the credit for the returned phone. They said it may take up to 45 days for the refund. On 12/04/23 the suspended the account again due to a chargeback created by my 2nd dispute of dual payment.They state they never received the payment from the bank generated by reversal of the provisional credit because I cancelled the original dispute.They maintain they never received the payment from my ***** but my **** statement shows the reversal of credit and my payment to lift the first suspension.I am looking for the suspension to be lifted, and $1604.99 for the returned phone.I won the case with the bank
Customer Answer
Date: 03/04/2024
To put it simple, Boost Mobile Prepaid clams they never received the payment from my credit card company made on
11/09/2023 as Reversal of the provisional credit they had given me in October.

However, my statement clearly shows this charge to me.

The statement shows two payments and one credit. Now that the phone is returned, they still owe me one payment.

They said the $45 difference between the $1559.99 they credited the account and the $1604.99 is the cost of shipping the
phone to my niece. What happened to the other $40 I deposited is still a question.

Thank you.

Customer Answer
Date: 03/04/2024
Hello,

RE: BBB Complaint ID # ********,

The phone number associated with the account in this complaint is *************.
Registered owner of account is ******************************* Green
***************************** pays the monthly fees, etc on the account.
Account # is ************
Original order number: 7865-712216-2379

On 10/17/2023 (Posted on my **** as 10/20/2023) My ****************************, who is mentally ill, mistakenly made a purchase of an iPhone 15 Pro using this account. We immediately attempted to cancel this purchase, but was told we couldnt .
According to Federal law, any purchase made can be cancelled within three days. Boost Mobile said they could not honor this so the credit card was cancelled to prevent payment, and a dispute was filed with the credit card company.
Boost said they would send the email on file instructions on how to return the phone. However, instead, they suspended the account and never sent the email. After many discussions with my niece and Boost,I cancelled the dispute.
Boost provided me over the phone the address to return the phone at my expense, and created a new order number to facilitate the return within 45 days of purchase. That Order number is 7865-713312-5358.
On 11/09/2023 (Posted on my **** as11/10/2023) I made a payment of $1,604.99 in order the un-suspend the account and added another payment of $40 for service for the following month. On that same day, my credit card company paid Boost another $1,604.99 when they reversed a provisional credit they had given me. At this time Boost had been paid twice for one phone, but never reflected the second payment from my credit card company. Because of this dual payment, I filed another dispute with my credit card company for dual payment on one device ordered. This is all reflected on my November **** statement. On 11/10/2023 I mailed the phone back to Boost at CEVA Returns 1451 *************. **********, ** 46168.
The *** tracking # is 1Z0440560319647283. It was signed for on 11/15/2023 (Within 45 days of the purchase date).
On 01/25/2024, Boost credited the account for $1559.99. Im not sure if this is partial payment for return of the phone, or
reimbursement for the Reversal of Provisional Credit (Second Payment) my credit company made on 11/09/2023.

Currently, Boost owes me the $1604.99 that **** paid on 11/09/2023, plus the $40 I added on 11/09/2023.

Business Response
Date: 03/11/2024
March 7, 2024

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

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

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

On February 23, 2024, we received your complaint, dated February 23, 2024, filed with the Better Business Bureau.

You said that on October 17, 2023, your niece purchased an iPhone Pro *** 15 for $1,604.99 and used your credit card. You disputed the charge, so her service was interrupted, and you made another $1,604.99 payment to restore it. The device was returned, but you have not received a refund.

When we spoke on March 7, 2024, I informed you our records show that on October 17, 2023, a $1,604.99 payment was made for the device, a chargeback was received on October 24, 2023, and the funds were returned on November 21, 2023. Another $1,604.99 payment was made on November 9, 2023 (to restore the account), a chargeback was received December 4, 2023, and the funds were returned on January 7, 2024. You said that your records indicate the last refund was for $1,559.99. As a customer satisfaction gesture, I issued a one-time $50.00 credit. You stated that you will check with **** and contact me if you have any additional questions or concerns.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:02/22/2024
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.
On or about November 13th 2023 I purchased a phone from boost Mobile in the amount of ***** plus tax and fees through an offer to upgrade my phone.When the phone arrived (Nov 18) I immediately activated it and began using it with no issues. On February 13th I received an email from boost Mobile in forming me that the phone I had purchased had never been activated and that my account was going to be charged the full amount of the phone.I called boost customer service around 6:30 on the evening of February 13th and spoke to a representative, explained the situation, and was repeatedly assured by the gentleman that there was no issue with my account, that the email was sent in error, and that my account would not be charged. On February 16th they debited my bank account for ******. Since then I have spoken to them at least 7 times and was told on 3 separate occasions that the money would be refunded. Each time they have closed the tickets. When I called to find out the resolution there has not been one. As of today February 22nd 2024, I have not received a refund and they are giving every indication that they have no intention of refunding the money. I would like help with this issue.
Business Response
Date: 03/11/2024
March 1, 2024

*******************************
*********************************
*************, ** 28768

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

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

On February 23, 2024, we received your complaint, dated February 22, 2024, filed with the Better Business Bureau.

You stated that around November 13, 2023, you purchased a device for $19.99, as you were eligible for an upgrade. You said that you activated it immediately upon receiving it. On February 13, 2024, you received an email informing you that as you had not activated the device, you would be charged for it. You indicated that you contacted customer service right away, and you were informed to disregard the email. On February 16, 2024, you were charged $250.01.Since then, your efforts to obtain a refund have been unsuccessful. You requested a refund of $250.01.

Our terms and conditions state that if you purchase a discounted device from us it must be activated within 30 days, or you will be charged the **** of the device to the credit card/payment method we have on file.

A review of your account shows that on February 16, 2024,the $250.01 was charged because it was reflecting the wrong IMEI. This has been corrected, and a refund of $250.01 was issued to your card ending in 5939 on February 29, 2024.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *********************
Customer Answer
Date: 03/11/2024

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:02/22/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Yesterday, while trying to make a phone call, I discovered that my Boost Mobile (family plan) had been suspended stating that I owed $211.99. I was in their chat, since our phones wouldn't work, trying to get the issue resolved. They stated they put in a ticket, it was a glitch on their end and that we had to wait (couldn't give me an estimate of when our phones would be restored). Looking at my account, they tried to charge us for 2 cell phone purchases (we bought 1 phone) and our monthly payment. Since we didn't have that much money on our account they immediately suspended our account. I have been in chat and on the phone with customer service (including hold time) for over 4 hours. The best response I could after being escalated to supervisors, was they are making the correction but it will take 7 to 21 days for it to process and we will be without phones until it is corrected. My family (4 lines) has been with Boost Mobile for over 15 years with not even a late payment and we were shut off because of their error without even so much as a warning. I do not find this as acceptable business practice, along with the fact that they can't somehow reactivate us today. Also, my minor child has health issues and she needs to be able to contact me if she is having issues.
Business Response
Date: 03/07/2024
March 6, 2024

*************************
10093 ******
**********, ** 48746

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

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

On February 23, 2024, we received your complaint, dated February 22, 2024, filed with the Better Business Bureau.

You stated that you were charged an additional $211.99 on February 19, 2024, after purchasing a new iPhone 12 from Boost Mobile. As a result, your services were interrupted. You requested a refund of the $211.99 overcharge and your services restored.

I called and left a voicemail, informing you that a review of your account shows a credit of $211.99 was applied on March 4, 2024, and your services are showing as active.

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.

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

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

Customer Answer
Date: 03/08/2024

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:02/22/2024
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.
Urgent: Frustrating Experience with Boost Mobile Services Dear Boost Mobile Support,I hope this email finds you well. I am writing to express my extreme dissatisfaction with the services I have been receiving from Boost Mobile. My experience has been nothing short of a nightmare, and I feel compelled to bring these issues to your attention in the hopes of finding a resolution.Twice in the past week, I encountered significant service outages, leaving me without any means of communication when I needed it the most. This is utterly unacceptable, and I rely on a consistent and reliable connection for both personal and professional matters.Additionally, the performance of the service when trying to open apps has been excruciatingly slow. It feels as though I am navigating through molasses, and this impediment has greatly affected my overall user experience. I expect a level of efficiency and speed that seems sorely lacking in your current services.Moreover, my interactions with Boost Mobile's customer service have been disheartening. The representatives I spoke with seemed woefully unknowledgeable about their own products and services. It's frustrating to encounter such a lack of expertise when seeking assistance with issues that directly impact my daily life.I understand that every service may face occasional challenges, but the frequency and severity of my recent issues have left me with no choice but to reach out in the hopes of a prompt and satisfactory resolution. I value the time and money I invest in Boost Mobile and expect a level of service that reflects that commitment.I kindly request that someone from your team reaches out to me at your earliest convenience(email) to discuss these matters further and work towards a solution. My preferred contact number is ***************************************,*******************************
Business Response
Date: 03/07/2024
February 23, 2024

***********************************
** 33334

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

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

On February 22, 2024, we received your complaint, dated February 22, 2024, filed with the Better Business Bureau.

You expressed frustration with your service, specifically service outages. You indicated customer care was unable to address the issue.You requested someone reach out to you regarding this and apply a billing adjustment to your account.

My attempts to contact you on February 22 and 23, 2024, at ***************************** were not successful. I also called you at ************** and left a voicemail on February 23, 2024.

Our records show the towers in your area had degraded signal form February 8 to 19,2024. I confirmed there are no current network issues. As a courtesy, I applied a one-time credit of $10.00 to your account.

If you continue to experience further issues with your service, please contact technical support at ****************.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 03/07/2024

Complaint: 21330024

I am rejecting this response because: I hope this email finds you well. I am writing to express my disappointment and frustration with the lack of response and assistance I have received regarding the $10 service offer.Despite my numerous attempts to call and explain my situation, I have not received any acknowledgment or resolution. This lack of communication has left me feeling unheard and dissatisfied with the level of customer service provided.Regrettably, I must decline the $10 service offer as I cannot commit to a plan without a clear understanding of the terms and conditions, as well as assurance that my concerns will be addressed.I urge you to improve your responsiveness to customer inquiries and provide clearer channels for issue resolution. As a customer, I expect a higher standard of service and communication, and I am disappointed that my attempts to reach out have gone unanswered.Thank you for your attention to this matter, and I hope that Boost Mobile can take steps to improve its customer support in the future.

Sincerely,

*******************************
Customer Answer
Date: 03/15/2024
Subject: Re: Boost Mobile $10 Service Offer

Dear Boost Mobile Support,

I hope this email finds you well. I am writing to express my disappointment and frustration with the lack of response and assistance I have received regarding the $10 service offer.

Despite my numerous attempts to call and explain my situation, I have not received any acknowledgment or resolution. This lack of communication has left me feeling unheard and dissatisfied with the level of customer service provided.

Regrettably, I must decline the $10 service offer as I cannot commit to a plan without a clear understanding of the terms and conditions, as well as assurance that my concerns will be addressed.

I urge you to improve your responsiveness to customer inquiries and provide clearer channels for issue resolution. As a customer, I expect a higher standard of service and communication, and I am disappointed that my attempts to reach out have gone unanswered.

Thank you for your attention to this matter, and I hope that Boost Mobile can take steps to improve its customer support in the future.

Sincerely,
Initial Complaint
Date:02/22/2024
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.
************************* <***********************>10:34PM (53 minutes ago)to boostsupport, support, boostmobilecustomerassistance act holders name ************************* address ************************************************************* apt 11h subject insurance likewise complaint i have paid my bill and insurance on my account for 6 years and i recently my phone has been i put in a claim to likewise they want to give me an a13 5g phone when i had an a21 ******* for so many year i am outraged at the fact that boost mobile doesn't do anything for there long standing customers but only for new customers. i want an replacement a21 ******* galaxy or higher model because i have paid over ****** dollars in the past six years of device insurance and an a13 is only ****** dollars compared to what i paid for the original a21 and also in insurance ************
Business Response
Date: 03/07/2024
February 22, 2024

Mr. *************************
******************************************.
Bronx, ** 10458

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

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

On February 22, 2024, we received your complaint, dated February 22, 2024, filed with the Better Business Bureau.

You stated that you filed a claim with Likewize, but they want to give you an A13 ******* Galaxy instead of the A21 ******* Galaxy you had. You mentioned that the device they are trying to give you is only worth around $100.00 compared to the $500.00 you paid for your device. You would like a like-for-like replacement.

As the insurance claim is being handled through Likewize, you would need to contact them directly. We decline your request to be provided a replacement.

Sincerely,

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

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

                *********************;
Initial Complaint
Date:02/21/2024
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.
Purchased a phone and added a new line of service from Boost Infinite in mid Jan. ************** I can nor have I ever been able to receive text messages from Android devices. Boost will not suspend service and allow me to send the phone back, even after repeated attempts to resolve the problem. The reps are poorluy trained and have little to no experience dealing with technical issues or at a minimum have basic customer service skills.So, Im forced to pay for two phones with two different carriers bc of the sheer level of ignorance exhibited by the company or use a limited amount of functionality on my phone but pay full price!
Business Response
Date: 02/28/2024
February 28, 2024

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

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

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

On February 22, 2024, we received your complaint, dated February 21, 2024,filed with the Better Business Bureau.

You stated that you have had trouble receiving text messages since you activated your service. You requested assistance and you would like to return the device for a refund. You also mentioned that our customer care department was not helpful in solving the problem.

We have spoken by telephone and email since February 21,2024. I suggested that we attempt to resolve the technical issues before setting up a return authorization for the device, and you agreed. During our most recent conversation, you stated that the texting issue has been resolved.I suggested that we remain in contact for any other issues you may have with the service.

We strive to provide excellent customer service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be shared internally with the appropriate personnel.

Sincerely,

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

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

                *********************
Initial Complaint
Date:02/21/2024
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 02/20/2024, I was online with my boost mobile to get a upgraded device to which I paid for and was processed. In the mence of the order I saw the shipping address wasn't correct. I call boost mobile customer care and they told to call *** to up date my billing in which stated that the company that us sending the shipment should update the address before sending. Boost has refuse to update my shipping address and a item I paid fir is gonna to address I no longer live at and have been move from a whole year now. I would like my money back and for boost mobile to started fixing thus issue and starts with disapline action and termination of staff and or employees who fail to give customers the right. They forcibly are causing people not to wanna but from them and costing them money by customer having to have item resent or refunded to they account in which all my life and parent and they parent a business I always responsible to update customers and employees or staff physical or primary any addresses that is need to be updated wit and address if they meaning customers is or are requesting for it to be update. It's isn't *** job or responsibility to update shipment address when customer should be able to call that company and that company should able to fix the problem if call out immediately..I want my ****** refunded.
Customer Answer
Date: 03/09/2024
On 02/20/2024 I was on the boost mobile app. I was wanting upgarde device because I was due for upgrade. On this particular day of 02/20/2024 I was online with boost mobile live chat agent before making this purchase from varo bank card with paypal. I didn't wanna complete the transaction unless I knew for sure and heard that my shipping address was update. In this conversation the boost mobile agent made changes and told me my address for shipping was update to ****************************************************************************. I went ahead made the purchase. On 02/20/2024 I got email showing that my item was being sent to address ********************************************************************** to where I don't live. No body that I know live there if they do I wouldn't know or I likely don't know them I know in real court room I have screen shot evidence of this conversation showing boost mobile said my address was updated. On 03/2/2024 I went out and paid ****** for the upgrade at local boost mobile store with cash. All I want is my ****** refunded back to my varo bank card . I shouldn't be responsible for boost mobile personal making a mistake sending what paid for to address I don't even live at and I did ask boost mobile over the phone to stop the order and send it out with the correct address they couldn't and try to get me to as *** to reliable the address and *** told me exactly right , no *** can't change labels the sender has to do so and boost mobile didn't Comply to prevent this from happening. I just want be treated right and for business to listen and do as customers ask upon making online purchases..if don't get this ****** back I'm be out of phone and ******. Not so much out on phone because as side and stated after getting over the flu I went and pa****** at boost mobile located at 25th and *********** in ****************** *****.. I just want money and boost mobile needs find where that phone is. Not me or my financial institution. Boost mobile staff was the one not me
Desired Resolution: Refund
Business Response
Date: 03/19/2024
March 19, 2024

*************************************
******************************* 1
*********, ** 41015

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

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

On February 26, 2024, we received your complaint, dated February 21, 2024, filed with the Better Business Bureau.

You stated you placed an order for a Boost Mobile device, but it was shipped to the incorrect address. You requested a refund for the device you purchased, as you have not received it.

Our records indicate the device purchased was delivered to a *** Access Point, and the device was picked up and signed for on February 24, 2024. On February 25,2024, this device, with the **** of ***************, was activated in our system on your account. Therefore, no refund is warranted.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:02/21/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Since the day I got my iPhone Pro 15 I cannot make or take phone calls from my home unless I am on Wi-Fi calling. I have asked them and asked them and asked them to help me. They literally had me erase all of my information from my phone and I lost everything and I do mean everything, I have asked to return this phone and get something that will work at my address since my family is work. I have asked for a cost break for the three months that Ive had it all I get is excuses I get tickets that someone will contact me via text since I cant make or take phone calls And they call me they dont seem to understand the issue nor do they seem to care every time I contact them they want me to start over with the same steps that I have now done ****** times
Business Response
Date: 02/28/2024
February 27, 2024

**********************************
************************************************;

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

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

On February 21, 2024, we received your complaint,dated February 21, 2024, filed with the Better Business Bureau.

You stated that since you received your phone, you have been unable to make or receive calls while at home unless you are connected to Wi-Fi. You also mentioned that you have contacted customer care and gone through the troubleshooting steps on numerous occasions. You indicated that you have yet to be provided with a resolution, and you requested to exchange your device.

In my email correspondence, I advised you that the issue at hand is not with the deviceit is with the ******** tower near you.You were informed that a ticket has been escalated with our network partner to look into this, but there is currently no estimated date on when it will be fixed. I advised you that I would continue to work with you until we reach a resolution.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *********************
Customer Answer
Date: 02/28/2024

Complaint: 21327588

I am rejecting this response because:
I have asked to trade the device in for one that works in the at &t towers like my husband and my granddaughters do. I also informed them that ******* has never worked at our home and had their service before that is why we left them. Had we been *********** was a tmobike tower that would be used for the device we never would have took it. The device has been in a case with a screen protector from the get go so in new condition and I have the box
Sincerely,

*****************************
Business Response
Date: 03/05/2024
March 5, 2024

**********************************
************************************************;

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

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

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

You stated that you are rejecting our response as you requested to trade in the device for one that works on the AT&T network and you mentioned the phone condition is like new, as it has been in a case since you received it. You also said you were not informed you would be placed on the ******** network.

Phones purchased from Boost Infinite may be returned within thirty days of the *** shipment date, if the requirements listed here are met: ********************************************************. However, if one of the conditions we list applies (such as damage to the phone), the return will not be accepted.If we accept the return, the purchase price will be refunded to the credit card used for purchase. Please allow up to eight weeks for processing. Please note,this policy applies only to phones purchased directly from Boost Infinite.

A review of your account reflects that you were not allowed to return the device as it was outside the normal return window and the issue was not with the deviceit was with the network, as you indicated.

Once an account is established, we assign each line a network based on a selection engine that is updated regularly. This determines which network a line receives based on a variety of factors. We regret any confusion.

Our records indicate that you were switched to the AT&T network on February 29, 2024. Please note that during our email correspondence,you confirmed that the services were working after the network switch took place.

Sincerely,

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

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

                *********************
Customer Answer
Date: 03/05/2024

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:02/21/2024
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 said they could transfer my brand new factory unlocked Android phone over for service on Jan.26. In choosing to do so i made it extremely clear to several agents that evening on the phone how imperative my 12 yr old # is to my REAL ESTATE career of **************************************************************************** until 5 hrs later they were unsuccessful in the transfer and they dropped my number ************ during all the troubleshooting efforts. I was reduced to no form of communication other than my home wifi which allowed me to download a free text now app for communicating with them to get my line transferred over. At the end of their inability to deliver as promised they ran out of options to try and said "maybe your *** of 12 years, Cricket, can activate your new phone with your current number." They then transferred me to the cancellation **** where ******* proceeded to give me 2 numbers i would need to transfer back over my all important phone number back to Cricket. Transfer pin#****** and acct#************. ******* having my acct pulled up on computer notices they already charged my card $25 & said she was taking it off for all the troubles they had put me through for 5 hrs. THE MISREPRESENTATION/FRAUD took place right unknowingly in this moment. ******* never disclosed to me that refunding my $25 would automatically deactivate my # of 12 yrs. Had she told me this i would of said hold on lets not do that until i get my number transferred back to Cricket, remember i cant risk losing my number as i had informed all agents i spoke with that night in a 5 hr marathon. As well, i told the agent before the cancellation ****, i didnt want to do be on the phone any longer and she insisted on the cancellation process in order to get the transfer pin# needed for transferring my#. I feel like she baited me into this cancellation and refund policy procedure so they could purposely deactivate my number and keep it for their future customers.
Business Response
Date: 02/26/2024
February 23, 2024

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

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

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

On February 21, 2024, we received your complaint, dated February 21, 2024, filed with the Better Business Bureau.

You stated you experienced issues while attempting to port your phone number to a new provider, causing your service to be disconnected. You requested your account be reactivated, so your number can be ported out.

I reactivated your account through March 25, 2024. To port your phone number, you will need to provide your account number ************** and port-out *** ******** to your new carrier.

Please note that the ********************************* (FCC) regulates phone number portability and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include, but is not limited to account number, account holder's name, phone number, five-digit ZIP code, passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 03/01/2024

Complaint: 21327487

I am rejecting this response because: although my number has been granted portability over to another carrier now my phone will not accept the new sim card of the new carrier because Boost Infinite has locked my phone. I have 2 choices, i buy a new phone and Boost agrees to reimburse me for it or Boost Infinite can give me the network unlock code that ive been asking for 2 days this week on wednesday and thursday. This is ridiculous, my phone has never been locked in the 4 years ive owned it. First Boost Infinite deactivates my phone number without any consent or knowledge on my part and now they lock my phone up so i cant use it. More scandalous business practices from Boost Infinite. And lets not forget, im still without phone service since JAN26.
Sincerely,

***********************
Business Response
Date: 03/11/2024
March 11, 2024

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

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

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

On March 8, 2024, we received your rebuttal, dated March 7, 2024, filed with the Better Business Bureau.

You stated that after porting your Boost Infinite phone number to a new provider, your phone is locked. You requested that we unlock it.

When we spoke today, you confirmed the issue with your device being locked is with AT&Tnot Boost Infinite.

Sincerely,

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

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

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

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