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:02/21/2024
Type:Customer Service 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 paid for a iPhone 12 and it was stolen before I could even receive it . but boost and *** refuse to give me a refund or replacement my phone . If the issue cannot be resolved I will be suing I have been dealing the ******** since February 14 2023 .
Business Response
Date: 03/06/2024
March 4, 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 you paid for an iPhone 12, but it was stolen in transit. You were unable to obtain a refund from either us or **** You requested to receive a refund/replacement for this device.

A review of your account indicates that a chargeback was completed on March 2, 2024, for $217.02, followed by a refund of $2.26 issued on March 4,2024.

When I attempted to contact you today at the number provided, I was unable to reach you or leave a voicemail. I sent you an email outlining the above.

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: 03/06/2024

Complaint: 21327256

I am rejecting this response because:
They have not contacted me at all .
Sincerely,

***********************
Customer Answer
Date: 03/12/2024
Boost is now saying I owe them the money they refuse to refund me. I never received a refund from anyone and no one has ever to make contact to me about this .
Customer Answer
Date: 03/12/2024
The bank account was closed when I was trying to handle this issue and the bank account and card is shut down . No I didnt receive any refund
Business Response
Date: 03/25/2024
March 21, 2024

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

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

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

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

You said that the bank account you were using when you were trying to handle this issue was closed and your card shut down. You stated that you did not receive a refundyou received a bill. You also indicated that no one has attempted to make contact with you about this issue.

When I attempted to contact you by phone today, I was not able to reach you or leave a voicemail. I also sent an email.

In my email, I informed you that the chargeback of $217.02 was processed on March 2, 2024, through your financial institution. As a one-time courtesy, I applied a credit of $186.33 to your account bringing it to a zero balance.

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: 03/27/2024

Complaint: 21327256

I am rejecting this response because:
I still have not received no refund nor my phone replacement! And boost still charging me 35$ out of the 217$ they tried to bill me ! No issue was resolved!
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.
I brought a boost mobile phone from ******* a month ago I get the phone put my old sim card in n it worked for about 6 hours I all boost mobile and they sent me a white one that didn't work went to a store they gave me a black one that didn't work now they say my phone doesn't work with the network anymore so buy a new phone now I'm not buying a. New phone cause they shouldn't be selling these out of date ones so I call to get m phone unlocked and they say it has to be active for 12 Months how is that possible
Business Response
Date: 03/06/2024
February 27, 2024

Mr. *****************************
***********************************, #***
********, ** 29229

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

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

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

You said that you purchased a Boost Mobile phone from ******* and installed your old SIM card, and it worked for about six hours but no more. You were sent a replacement SIM card and picked one up at a store, but neither one worked. Therefore,you requested the phone be unlocked to use with another provider, but you were told you had to have an active account for 12 months.

As stated in both my voice message and email today, I unlocked the phone with the IMEI of ***************. Be sure the phone is powered on, connected to Wi-Fi and, if possible, insert the original Boost SIM card to help speed up the process; however, this is not necessary.

I apologize for any inconvenience this has 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: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.
I went to the location to fix the screen on my phone, I paid 350 dollars and have the receipt. When over there they tried to charge it but it was not charging, I told the guy why is it not charging then he said it is because the repair is new wait a few hours Coming home it still wasnt charging and the screen did not display anything I took the phone back to them because it was agreed originally to return it if it is not charging. Now the sales guy is asking another 350 for them to try another repair. I would like to get my money back because the repair got never completed and they are scamming people.
Business Response
Date: 03/07/2024
February 24, 2024

Mr. Abenson ******
** 33445

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

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

On February 23, 2024, we received your complaint, dated February 21, 2024, filed with the Better Business Bureau.

You said you went to a Boost Mobile retailer to have your phone repaired and you were charged $***.00. You requested a refund because your device was not fixed.

When we spoke, I informed you that Boost Mobile stores are independently owned and operated, and as such, they maintain their own return and refund policies. Please return to the store for future inquiries about this issue.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:02/20/2024
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.
I received two new iphones that I never ordered. Boost **************** (BSC) said the phones were fraudulently charged to my autopay acct that has a ***** fargo (WF) cc card on file. Twice, BSC said they would send return labels in 72 hours but I never received them. I disputed the $2627.98 charge on my WF acct. I requested return labels again. BSC said they 10day return window expired so they couldn't accept the return. Boost shut down service to my main phone when WF issued a 'chargeback' while it investigated. BSC said I have a $2627.98 balance on my boost acct. *** said the only way to get my main phone line restored was to pay the $2627.98 BSC said if I moved my to another carrier, Boost would stop the investigation, close the account and I would owe the 2627.98.Briefly state what you would consider a reasonable resolution from the company I want boost to delete the charges for phones I didn't ****** ******** the monthly fees for services I didn't use. I also don't want this to effect my credit.
Business Response
Date: 03/06/2024
March 4, 2024

*********************************
********************************
Studio City, ** 91604

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

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

On February 21, 2024, we received your complaint, dated February 20, 2024, filed with the Better Business Bureau.

You said you received two new iPhones you never ordered. You contacted us to return the devices, disputed the charges through your financial institution and we disconnected your account due to this chargeback.

My attempts to contact you on February 29, 2024, and March 4, 2024, were unsuccessful, but I left a voice message with my contact information.

A review of your Boost Mobile account indicates two Apple iPhone 15 Pro Maxes were ordered online on November 26, 2023. We received a chargeback for two $1,313.99 payments on January 18, 2024, and this causing your account to be interrupted. It is now disconnected due to the phone number being ported out to a new provider.

You can contact me at ************** or *********************** if you need assistance.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 03/07/2024

Complaint: 21320676

I am rejecting this response because: I am still trying to reach the business. There was no solution offered just that they're trying to reach me. I left a message for them to try to see if we can come up with a solution and am waiting for a call back.

Sincerely,

*****************************
Initial Complaint
Date:02/20/2024
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 account number *********************************** Phone number ************ On November 28,2023 i purchased a phone from boost mobile online in the amount of ****** because i thought i had a problem with my current phone which i had repaired. I then notified boost mobile by telephone that i no longer need to purchase this item and my account was initally refunded ****** on 11/29/2023. Boost mobile shipped the phone regaurdless of my efforts to contact them to stop the order and shipment of the phone they claimed that they could not stop the order and the phone was delivered to me on 11/30/2023. I contacted boost mobile again to notify them i would be returning the phone. The address is BOOST 1451 *************. Suite2 ********** ** 46168-5900. I shipped the phone back to them on 12/1/2023. Boost Mobile recieved the phone on 12/5/2023 on 12/5/2023 by their employee ************** *** tracking number 1Z39E85R0312951094.However, Boost mobile overcharged my account ************* of this was my monthly bill)i have called boost mobile spoke to 3 associates including 2 supervisors for a refund of what i was overcharged ****** my bill is never over the amount of ***** per month. None of the representatives including the supevisors can tell me when i will recieve my refund that is due to me all they have said that its in process and it takes 8 weeks to recieve credit on my debit card which now its in the 11th week. It should not take 8 weeks to check a device which was never opened and give me my money back that they wrongfully overcharged me for in december 2023. BOOST mobile has recieved many complaints from their customers which i have read online. all i am seeking is a speedy resolution to this long 2 month ongoing issue. To have my ****** refunded back to my debit card.
Customer Answer
Date: 03/02/2024
These are screen shots showing that boost mobile over charged me in the month of December 2023
Business Response
Date: 03/11/2024
March 6, 2024

Mr. *********************
************************************. 3A
*********, ** 21244

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

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

On February 21, 2024, we received your complaint, dated February 20, 2024, filed with the Better Business Bureau.

You stated that you are awaiting a refund of $158.99 for a phone you ordered and shipped back. You can confirm the return of the device,and you were told it would be issued within eight weeks. After now waiting 12 weeks, you still have not received your refund.

In the voicemail I left you, I confirmed that a $158.99 refund has been issued to the Mastercard ending in 0171, and I gave you a general timeline for its completion.

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

*****************************
Initial Complaint
Date:02/20/2024
Type:Delivery 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.
Ordered iPhone. Company could not add my number. Cancelled order. Sent back iPhone. **********. Closed account. They billed me anyway for the iPhone.
Business Response
Date: 02/22/2024
February 22, ****

*************************
***************************************
******, ** 81428

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

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

On February 20, ****, we received your complaint, dated February 20, ****, filed with the Better Business Bureau.

You said that you ordered an iPhone, but your number could not be added or ported in. You canceled the service and returned the phone, but you were still charged $904.16. You requested a refund.

As stated in my email, on February 22, ****, a refund to the MasterCard ending in **** was initiated. Please allow five to seven business days for processing.

We apologize for any inconvenience this has caused.

Sincerely,

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

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

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

Customer Answer
Date: 02/22/2024

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:02/20/2024
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.
Entered by BBB staff LO Consumer states she purchased a cell phone from one of their satellite offices, ************************************************************************** *************). She was charged $171 for a phone, which broke 3 days later. She took it back to the store and they told her she broke it and there was nothing they could do. She advised them it was nothing she did and the phone was malfunctioning. She asked for a refund and they refused. She asked for a supervisor, the representative called someone and gave the consumer the phone telling her it was the supervisor. They advised the consumer they would not is*** a refund. She advised them she would *** them and they told her to go ahead. The consumer left the store and called their headquarters and they told her they would open up a fraud complaint.
Business Response
Date: 03/11/2024
February 24, 2024

***************************
1140 ***********.
*********, ** 44121

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

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

On February 23, 2024, we received your complaint, dated February 20, 2024, filed with the Better Business Bureau.

You stated that you purchased a phone, but it broke three days later. You took it back to the store you purchased it from, but they refused to accept a return. You requested a refund of $171.00.

Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies.

Our records indicate the device you purchased was activated on February 20, 2024. Please note your account does not reflect any usage. When the device was purchased you elected to purchase our Boost Protect plan, so please visit ************************************************************************, for steps on how to file a device claim.

As the device also comes with a limited manufacturer warranty, you may contact ******* for further assistance with procuring a replacement.

At this time, we decline your refund request.

Sincerely,

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

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

                *********************;
Initial Complaint
Date:02/20/2024
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 have been in dispute with ****** ********** / Boost Mobile for approximately 1-year over an online purchase I made where Boost Mobile did not honor their own return policy.I am again requesting that ****** ********** / Boost Mobile honors the purchase and return I made back on 2/20/2023. If the order cannot be refunded, the product should be shipped back to me (iphone 11) per the return policy, as I have purchased it and have paid for it ($101.73) but I have nothing to show for it.Background :Boost account# ************ I purchase an iPhone 11 through the Boost mobile website on 2/20/2023 Order # ****-538913-9953 I did not open / use / activate the phone and I requested a return within the 10-day return policy window. I received an RMA and shipped the phone back but it was not received within the 10-day window. The return was made via ****** Tracking #************ It was received on 3/14 at 8:50am by Boost Mobile and Signed by ***************** ****** ********** / Boost Mobile did not refund the order, instead I began getting charges for phone service despite not having activated the phone, and not having it in my possession. Through several calls and tickets, the support agents refunded the charges for service, but would not refund the price of the phone. When I asked for the phone to be shipped back, citing the return policy, the agents said they could not. Some of these calls / ticket #s are below with their summary. None resolved the actual issue with the iphone (only addressed erroneous service charges):5/26 : ******* - disconnect service that I never activated 5/27 : ******* - refund of $91.74 service charge 6/22 : ******* - refund for overpay - closed did not overpayBoost Mobile has $101.73 of my money and I have no goods or services for that. I am requesting again for Boost Mobile to correct this issue by either refunding the purchase or sending me the product I've paid for. Thank you for your prompt attention to this matter.
Business Response
Date: 03/06/2024
February 28, 2024

*****************************
1046 *********.
***********, ** 94404

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

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

On February 20, 2024, we received your complaint, dated February 20, 2024, filed with the Better Business Bureau.

You said you returned a device, but you have not received a refund yet and you indicated that you were charged for service. You also expressed frustration with the customer service you received.

I confirmed you received a refund of $10.92 for the device in question, and I issued a refund of $90.81 to the card ending in 6790 for the service charged.

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:02/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 19, 2024 *** attempted to deliver and package and was approached twice by a man claiming to live at my address. This stranger wanted to take possession of the package. Luckily, the *** driver rang my doorbell and asked if I knew the individual. I told the driver that I didn't know the man. I opened the package and it contained 3 cell phones. I told the driver I didn't order any phones and he told me that he was aware of fraud/theft occurring around cell phones. I was surprised to find out that someone used my information to fraudulently open an account with Boost Infinite in my name. That same day I contacted my local police department and a report was created (34-24-000646). I have spoken with the fraud department and have been given different information every time I call. On January 21, 2024 I uploaded a Dish Identity Theft Affidavit with Dish.com. The next day I called the fraud department to confirm they received my information. I was told that a different unit handles the investigation, that it can take up to 2 weeks to investigate, and that they can't confirm the information was received. I don't understand how they can't confirm if information was received and I was told they can't contact the unit that handles this. I was told that I just have to wait to be contacted.I have called my a few times. The first time I was told to send an email to *************************** I did and the mail came back invalid email. I was told that the company heard from others that the email didn't go through and I was told to send an email to *********************** I did and I'm waiting to hear. I just called the fraud department again today and was told that it can take up to 90 days to have my information expunged, but if it isn't I have no way of knowing where they are in the process and if the company plans to take this action. Please help!Thank you,*******************
Business Response
Date: 02/22/2024
February 21, 2024

***********************
**************************
**********, ** 19709

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

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

On February 19, 2024, we received your complaint,dated February 19, 2024, filed with the Better Business Bureau.

You stated that on January 19, 2024, *** attempted to deliver a package to you that contained three phones, which you did not order.You contacted customer care afterward to find out an account was opened in your name. You filed a police report and uploaded all requested documentation. You have called customer care on several occasions about this, but they were unable to confirm if the documents were received. You requested your information be removed from the account in question.

Our records indicate that on January 26, 2024, you were sent an email to the address you provided on the identity theft document, ********************** confirming that all documentation had been received. You were also advised that based on the information and documentation provided, we have determined that you are not responsible for the account in question. Please allow up to eight weeks for the account to be removed from your credit history, if applicable.

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: 03/04/2024
Hello,

Sorry I did not respond in the time frame you require. I am still getting familiar with this new email account.

The company did not reach out to me and give me any update. Every time I contacted them, they could not provide an update.

As far as I know, the issue has not been resolved. I have not received communication indicating the unapproved use of my data was removed from their system. The only way for me to truly know is to contact their company.

I hope you can reopen this case and go back to them with this information. Now that I know you expect a response within 7 days, I will be sure to check email more frequently.

Thank you,
*******************

Business Response
Date: 03/11/2024
March 8, 2024

***********************
**************************
**********, ** 19709

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

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

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

You stated that you are rejecting our response, as you are not sure if the issue has been resolved because you did not receive an email.

Our records remain the same: an email was sent to ********************* on January 26, 2024, informing you that all documentation had been received. You were also advised that you are not responsible for the account in question. If you did not receive this email,we recommend checking your spam or junk folder.

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

Sincerely,

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

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

                *********************
Customer Answer
Date: 03/12/2024

Complaint: 21314332

I am rejecting this response because: I requested that my information be expunged from their system. Nowhere in any of the documentation sent to Better Business Bureau did they address my request to remove from data totally from their system.
I also asked that they contact me at my updated email (**********************).

Sincerely,

*******************
Business Response
Date: 03/20/2024
March 19, 2024

***********************
**************************
**********, ** 19709

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

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

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

You continue to request your information be removed from the system. You also indicated you have asked to be contacted at a different email address.

Our records remain the same: the email was sent to the address you provided during the identity theft process. Please note,that it can take up to eight weeks for all information to be removed as this was advised in my initial response dated February 21, 2024.

While we regret that you do not agree with our previous correspondence, there is no additional information to provide. We consider the issue closed.

Sincerely,

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

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

                *********************
Customer Answer
Date: 03/21/2024

Complaint: 21314332

I am not necessarily rejecting the businesss response, but rather request that this issue remain open until April 17, 2024. That date signifies 8 weeks that the business indicated it would take to remove my information from their system.
Once the business confirms with the Better Business Bureau that my information was removed, then I will consider this issue closed.

Sincerely,

*******************
Initial Complaint
Date:02/18/2024
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.
On 2/17/2024, I noticed an unusual transaction for -$192.00. I called my bank and learned that Boost Infinite had allowed someone to make 2 phone purchases with contracts under my name. I never authorized this. I found out that I am being subjected to a scam called the "Mobile Phone Delivery Scam". I also learned that the phones are being sent to an old address that I no longer reside at. The scam requires that I sign for the package of phones when they arrive (they never will since they were sent to the wrong address). After signing, another courier is supposed to show up and ask for the package back since I had not been expecting it and a mistake must have occurred. Once I turn the package over after signing, the thieves never return the package back to Boost Infinite. Instead, they sell them. Obviously, I will not be signing for the package once it arrives since it is being sent to a wrong address. I believe that *** will eventually return them back to Boost Infinite however, because this thief was able to create a fraudulent contract under my name, Boost Infinite is telling me that it might take up to 90 days to receive my $192.00 back if at all. This is unacceptable. My husband created the attachment that provides overwhelming proof that I had NOTHING to do with fraudulent purchase. I am sick of companies haphazardly passing our information around and when it gets compromised, consumers are forced to play games in order to get back what was stolen from us. UNACCEPTABLE.
Business Response
Date: 02/22/2024
February 19, ****

**********************
******************************
*****,** 31204

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

Dear Ms. *************** February 19, ****, we received your complaint, dated February 18, ****, filed with the Better Business Bureau.

You expressed concern that two mobile devices were purchased from Boost Infinite using your name and bank account.You requested assistance retrieving these funds.

When we spoke today, I provided you with our website, *******************************, to file an Identity Theft affidavit and begin a fraud claim to have the account closed and the charges reversed.

Boost Infinite takes fraud and identity theft issues very seriously, and is committed to protecting consumers against all forms of identity theft. The appropriate personnel will review these items and research your claim, and you will be notified once this is completed.

Sincerely,

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

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

*****************************
Customer Answer
Date: 02/24/2024

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,

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

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