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:02/18/2024
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,

*******************
Initial Complaint
Date:02/17/2024
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.
This Boostmobile service is not recommended as they lock your phone for a year before allowing it to be used with other services. Plus their service ***** with drop calls and dead zones ALL THE *****
Business Response
Date: 02/26/2024
February 20, 2024

*******************************
**********************
Jewett City, ** 06351

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

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

On February 19, 2024, we received your complaint, dated February 17, 2024, filed with the Better Business Bureau.

You requested your device be unlocked. You also expressed your dissatisfaction with the services received, as you indicate your phone drops calls all the time.

Boost Mobile will unlock a device under the following circumstances:

?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months

Your unlock request has been denied. The phone with the **** ending in 4858 will be eligible to be unlocked on August 10, 2024, as long as it meets the above requirements. The phone with the **** ending in 4049 is currently reflecting as unlocked.

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. ************ 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.

Sincerely,

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

cc:           ****** /******* Better Business Bureau
                ********************************, #***
                ******,** 80210
Initial Complaint
Date:02/16/2024
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 placed an order for a phone was listed on sale for around $400. Even including tax, the order was not supposed to come out to more than around $475. I got a notification after I pressed purchased that my credit card had been charged $602.24. I filed a complaint with my credit card company but they said I had to go through Boost to get the issue resolved. I called Boost and they said I would get a refund on my credit card sometime in the next few weeks once I returned the phone. I was just alerted that Boost refunded my by giving me store credit, which is not what was promised to me, nor is it what is listed on their website as their standard refund option. My account has since been canceled because I transferred to a new line after they committed fraud so I don't even have access to the store credit I was told I have. I am calling their customer service to get this sorted but I am absolutely furious I even have to waste my time doing this when I mailed the phone back to them in December 2023.
Business Response
Date: 02/26/2024
February 17, 2024

*******************************
************************************************ 2
***********, ** 90026

Re:          BBB Complaint #********
                468820390793-2024-02-4188

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

On February 16, 2024, we received your complaint, dated February 16, 2024, filed with the Better Business Bureau.

You stated that you bought a phone on sale. The total was supposed to be approximately $475.00; however, you noticed after placing the order you were charged $602.24. You attempted to dispute the amount with your credit card company, but they directed you to work with us. You indicated that the device has been returned, but you only received an account credit and you have been trying to obtain a refund since December 2023.

Our records indicate that order **************** was placed January 14, 2024, for a total of $602.24. Please note that the amount did not change after the order was placed.

A review of your account reflects that a refund of $602.24 was issued to the credit/debit card ending in 2046 on February 16, 2024.

Sincerely,

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

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

                *********************
Initial Complaint
Date:02/16/2024
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.
Was charged $480 for not activating a phone that was activated
Business Response
Date: 02/26/2024
February 20, 2024

******************************************
2916 *******.
*****, ** *****

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

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

On February 16, 2024, we received your complaint, dated February 16, 2024, filed with the Better Business Bureau.

You stated that you were charged $480.00 for not activating your device, even though it was activated. You requested a refund.

Our terms and conditions state, if you get a device from ******************** or a Boost Mobile authorized retailer without paying full price (MSRP) for the device, you agree to activate and use your device on the ******************** network within 30 days of receipt of your device. If you do not activate the device within 30 days, we reserve the right to charge you for the difference between the devices full price and the price you paid for it. For more information, please visit ***************************************************************************************;

A review of your account shows that the active device was an iPhone 11, and not the iPhone 12 purchased under order 5445-095432-4139. As the device did not update in our system when the *** card from the iPhone 11 was placed into the iPhone 12, you were charged $480.01 on February 16, 2024. On February 20, 2024, a refund of $480.01 was issued to the card ending in 1489.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

*********************;
Customer Answer
Date: 02/27/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:02/15/2024
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 purchase an Apple Iphone 11 for my wife ********************************* from Boostmobile on 12/14/23 for $426.99, they sent my phone with *** but the package that we received from *** did not have my phone, it had 2 winter hats and a t-shirt instead that a person with name *********************** purchased from ******, the package had the right label but the wrong merchandise. I contacted Boostmobile and they told me I need to file a claim with *** which I did and after 5 weeks of investigation *** sent me an email to apologize for the situation and to tell me that I need to contact Boostmobile to get my refund since they were processing a refund to Boostmobile. For the past 2 months I have been calling and sending emails to Boostmobile but the only answer that I received was that they gave my phone to *** and they have nothing else to do about, that I need to get a refund from *** but *** said they can not give me a refund because I paid for the phone to Boostmobile not to ***. When I call Boostmobile they say call *** and when I call *** they say call Boostmobile so I had to have my bank involved to dispute that transaction and they took the $426.99 from that transaction and put it back into my account, 4 days later ******************** suspended the phone/internet service for our family plan and left our 4 lines without service for 2 days, I contacted them and they said that I was not supposed to dispute the transaction since they were about to process my refund so they told me that I need to pay the $426.99 again and then they will process a refund, that was over 2 weeks ago and now that I called them they said no refund will be processed because they gave my phone to *** and are not responsable that my phone got lost but the point is that I paid to Boostmobile 2 months ago for a phone that I never received so I am asking for a refund. Boostmobile does not want to deal with *** and *** does not want to deal with me because I am the receiver not the shipper. PLEASE HELP ME TO GET A RESOLUTION.
Customer Answer
Date: 02/16/2024
I am attaching screen shots of one of the two emails that I received from **** after the investigation was done they were able to determine that the wrong merchandise was delivered to us, they apologized for the bad experience and mentioned that will send the results of the investigation to Boostmobile 2 days later, that was a month ago, then when I called them the following week they just said that are processing a refund to Boostmobile for the phone they lost
Customer Answer
Date: 02/16/2024
More I still have the package that *** delivered to my home with the right label but the wrong merchandise, 2 winter hats and a t-shirt instead of my Iphone 11, I can provide as many pictures as needed upon request...
Business Response
Date: 03/06/2024
March 3, 2024

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

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

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

On February 16, 2024, we received your complaint, dated February 16, 2024, filed with the Better Business Bureau.

You stated that you ordered a new iPhone 11 on December 14,2023, but you never received it. You did receive a package from *** with the right shipping label, but the phone was not in it. After disputing the shipment with ***, you were told to contact us for the issuance of a refund for the purchase. You stated that after making multiple attempts to obtain the refund;you proceeded to open a chargeback dispute through your bank for the $426.99 purchase price. You then stated that two days later, your service was interrupted and you were told to pay $426.99 to have it restored. You paid this amount and requested a refund due to never receiving the iPhone 11.

When I spoke to you on the phone today, I confirmed that after reaching out to our refunds team, a full refund of $426.99 will be sent to the last form of payment used, and should arrive within the coming week. You were satisfied with this resolution.

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

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

Customer Answer
Date: 03/06/2024

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:02/15/2024
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 bought a ******** Edge + 2023 phone from Boost Mobile online: order #****-277022-6821, 6/26/23, and I was charged $482.76. The phone arrived on 6/29/23. After trying out the phone, I was not satisfied with the performance, so I decided to return the phone. The next day on 6/30/23 I called **************** at ******* PDT (which they record all calls). I gave my information, and he told me that I should receive an email with the return label/postage. After waiting several days, I never received an email. I called **************** back on 7/6/23 telling him I didn't receive email. He suggested I go to a local Boost Mobile store so that they can print a return label for me. I go to the local store and they said that they do not have the ability to print return labels. So I called **************** again telling him that the local BM store couldn't help. He proceeded taking my information again to create another ticket. Later, I did get an email saying that "Your request is now closed". So I called again for an explanation. I was told that my refund request was denied by the "back office". They said that my claim was not within the 10-day return policy, based on my call on 7/6/23. I explained that 6/30/23 was my first call, not 7/6/23. But to them, the matter was closed. A few months go by, and I get an email from Boost Mobile saying that activation is required by 12/28/23, otherwise I will be charged $482.76 on my credit card. I never activated the phone because I wanted to return it. I called **************** about the additional charge. She said that this is part of the terms of the purchase (however she couldn't provide me a copy of ****************** that I agreed/signed). Because I didn't activate the phone I couldn't return and not using, I was charged an additional $482.76. There is no * asterisk next to the price, no disclaimer, nothing in small print about activation on the website. Isn't this considered false advertisement or unethical business practice?
Business Response
Date: 03/06/2024
March 1, 2024

************************
***********************************************
**********, ** 90640

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

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

On February 16, 2024, we received your complaint, dated February 15, 2024, filed with the Better Business Bureau.

You said that you ordered a ******** Edge+ from Boost Mobile on June 26, 2023. After you received it, you contacted us to return it for a refund. You never received the email we said that we would send you with the return instructions, and you were later told the device could not be returned as it was ***************** window. In December 2023, you received an email from Boost Mobile stating you would be charged $482.76 if the device was not activated by December 28, 2023.

When we spoke on March 1, 2024, I informed you that as an exception,you can return the device to our corporate office. Once it is received in an acceptable condition, I will request a refund for it.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 03/08/2024
On Fri 3/1, the ************ Case Manager emailed me the return label. On Mon 3/4 I dropped off the boxed-up phone at the *** store for return. Per *** tracking, package arrived at destination Thu 3/7. So I'm currently waiting for them to inspect the phone to see if it's not damaged before they issue a refund. No response yet, on 3/8.
Business Response
Date: 03/21/2024
March 21, 2024

************************
***********************************************
**********, ** 90640

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

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

On March 15, 2024, we received your rebuttal, dated March 14, 2024, filed with the Better Business Bureau.

You said you shipped the device back on March 3, 2024, and it shows as received on March 7, 2024. You have not received any updates on the return and refund.

I sent you emails on March 19 and 20, 2024, to inform you that the device has not made it to my desk, and I need the tracking number for the return shipment. Please contact me at *********************** or ************** with this information, so I can find the device and move forward with your refund.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 03/22/2024
The matter has not been resolved yet. I haven't heard from ***** at Boost Mobile for 2 weeks. He finally sent an email a couple of days ago saying that he hasn't personally received the phone I returned back on 3/4/24. So he asked if I can give him the tracking # to see who signed for it. The *** tracking does say it was delivered on 3/7/24. So I sent him the tracking # today, and now I'll continue with the waiting game.
Business Response
Date: 04/08/2024
April 5, 2024

************************
***********************************************
**********, ** 90640

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

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

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

You said you returned the device as requested, and you provided the tracking number showing that it was received on March 7, 2024. However, you still have not received the refund.

When we spoke today, April 5, 2024, you confirmed that you received an email informing you the refund would be processed in two stages: first, a $454.36 refund was submitted electronically back to the **** card ending in 7886, and second, the original transaction refund of $482.76 was issued as a check and mailed to you. You said that you have received the electronic refund,and you will await the check. You indicated that you would contact me directly if you did not receive it.

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: 04/12/2024
I still have not seen the refund check that was supposedly processed, issued, and sent weeks ago.
Customer Answer
Date: 04/17/2024
I received the refund check yesterday, and was able to cash it today. I am satisfied with the outcome. Case can now closed.
Initial Complaint
Date:02/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Boost mobile has been charging me double what I should be paying. Ive contacted customer support several times, each time with promises that they will fix the issue but they have not. They admit it is a problem. *** reached out several times, each time seeming to come to a solution and being told youll see the change on your bill shortly but it never happens. Companies should not be able to get away with this.
Business Response
Date: 03/06/2024
February 27, 2024

*********************************
***********************************************************
******, ** 53097

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

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

On February 15, 2024, we received your complaint, dated February 15, 2024, filed with the Better Business Bureau.

You stated that you have been charged double. You indicated that you were unable to resolve this through customer care. You requested assistance and a billing adjustment.

The extra charges were caused by two add-on data packs that were not removed after your initial request. We apologize for this oversight,and can confirm these data packs are now removed from your account.

You have already received a credit of $24.70 to compensate for the February 12, 2024, billing date. We applied an additional credit of $20.00 to reverse the data pack charges from January 2024.

Sincerely,

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

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

                *********************
Initial Complaint
Date:02/15/2024
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 ADDED 2 LINES TO MY ACCOUNT 10/03 PAID $543. ON OCTOBER 14TH THE CHARGED ME AN ADDITIONAL ***** FOR WHAT? NO EXPLANATION HAS EVER BEEN GIVEN. THEY ALSO CHARGE ME FOR ADD ONS FOR 15 AND 5 EVERY SINGLE MONTH THAT I HAVENT ORDERED AND THE **** ISNT ADDED TO MY ACCOUNT JUST THE CHARGE IS.
Business Response
Date: 02/26/2024
February 21, 2024

*****************************
********************************
*******, ** 29376

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

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

On February 15, 2024, we received your complaint, dated February 15, 2024, filed with the Better Business Bureau.

You stated that on October 3, 2023, you paid $54.30 to add two lines to your account, but you were charged an additional $84.00 on October 14, 2023. You mentioned that customer care is unable to explain the additional charge. You also said that you have been charged $20.00 for add-ons that you did not request. You are requesting a refund.

Our records reflect that on October 3, 2023, you paid a total of $85.00 at a local retail store. The total amount for adding the two lines was $39.00. This was a prorated charge that covered the services from October 3, 2023, through October 12, 2023. As this was an overpayment, it left a credit balance of $46.00. Your monthly recharge date was on October 12, 2023,and as your account was on automatic payments, a payment of $84.00 was collected for the remaining balance due. At the time, your account was reflecting a monthly rate of $130.00.

Additionally, we show that a $15.00 5 GB one-time extra was added to your account on February 1, 2023, and a $5.00 1 GB one-time extra was added.Both were added through your online account portal to the line ending in 1489.

On February 16, 2024, the $5.00 1 GB recurring extra and the $15.00 5 GB recurring extra were successfully removed from your account. A credit of $130.00 was also added to cover the charges. The monthly rate is currently reflecting $110.00.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *********************
Initial Complaint
Date:02/15/2024
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 February 8th, I called to cancel both phone lines with Boost Mobile. On February 14th, I received an email saying I had been charged for 50 dollars. I called again to make sure both phone lines were cancelled again. The second one was not, so we went ahead with cancelling that phone line. When I asked about the refund process, the representative said he could offer me half the amount and credit towards a free month with Boost. I have already transferred to another company and dont have a use for a credit. Im looking to disputing the charge with my bank and hopefully they allow for it. But I would like to understand why they dont offer a full refund amount or cancellation, especially when it was the beginning of the billing period. The phone number/line had not been used since February 8th.
Business Response
Date: 02/26/2024
February 20, 2024

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

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

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

On February 15, 2024, we received your complaint, dated February 15, 2024, filed with the Better Business Bureau.

You stated that on February 8, 2024, you called in to cancel both lines on your account. On February 14, 2024, you were notified that your card was charged $50.00. You contacted customer care and they told you the second line was not canceled. You requested the cancellation of the second line, and said your refund request was refused. You mentioned that you are disputing the charge with your bank. You requested a refund.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited. For more information, please visit ***************************************************************************************;

Our records indicate that on February 8, 2024, you contacted customer care requesting your port-out information. The line ending in 6795 was disconnected on this date, as it was ported out to a new service provider. The line ending in 9460 was not ported out and remained active. You contacted customer care on February 15, 2024, requesting to cancel the line ending in 9460. As this request was received after your payment had already been processed, the line is set to disconnect March 15, 2024.

We decline your request for a refund.

Sincerely,

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

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

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

Customer Answer
Date: 02/26/2024

Complaint: 21298532

I am rejecting this response because:
Dear Boost Mobile,
I am writing to express my profound disappointment and frustration with the abysmal level of customer service I have experienced as a long-standing customer of over a decade. It is unacceptable that in all these years, your customer service has consistently fallen short of even the most basic standards of competence and professionalism.
If your customer service representatives failed to comprehend my original request, it reflects a severe issue with your company's training and processes.
The payment in question had not been processed, making the cancellation a straightforward and reasonable request. It is utterly absurd that despite a whole week passing without any usage of the phone number, my parents were charged for a month of service that they neither used nor planned to use. This level of negligence is simply unacceptable.
I want to remind you that your CEO, *************************** email is widely accessible, and I am prepared to escalate this matter to the highest level if necessary. Charging loyal customers for services they did not receive is not only unjust but also disrespectful.
Business Response
Date: 03/04/2024
March 1, 2024

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

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

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

On March 1, 2024, we received your rebuttal, dated March 1,2024, filed with the Better Business Bureau.

You stated that you are rejecting our response, as the payment in question had not processed making the cancellation request straightforward. You also disagreed with your parents being charged for a full month of service when they did not use.. You requested a refund.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.

Our records remain the same: On February 8, 2023, customer care was contacted to obtain porting information. I reviewed the call. At no time did you request either line to be disconnected; the only request made by you was to make sure both devices were unlocked and to obtain porting information. The line ending in 6795 is showing it was disconnected on February 8, 2023, when the number was ported out. The line ending in 9460 was not ported out and remained active on the account.

Our records show the charge in question took place on February 15, 2024, at 2:51 am MST. A call was not received until February 15,2024, at 10:55 am MST. Please note that as the request was received after the charge occurred, the line was set to disconnect on March 15, 2024, as this is a prepaid service. Our records indicate your financial institution is disputing the charge. Therefore, we are unable to process a refund. Once the dispute is resolved, we may revisit the matter.

Sincerely,

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

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

                *********************;
Initial Complaint
Date:02/15/2024
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 1/25/2024, I ordered a new phone through the Boost One app. Their app required that i enter my address in my account information rather than in checkout, so I did, and verified the address was correct. I thought nothing more of it until it shipped and i received a shipping confirmation email with an address that I haven't lived at for years, over 200 miles away from the address I entered. Their app did not change the shipping address to reflect the current address on my account, or give me opportunity to enter the correct shipping address. Only the billing address reflected the information I entered.On contacting support, they told me they'd send an intercept request to *** and refund me when the phone returned to their warehouse. I was satisfied with that resolution, until the phone was actually delivered to the incorrect address. After that, I contacted support two more times, the first time they claimed they'd be opening an investigation, but immediately closed the ticket as soon as the call ended. The second time, they told me to contact the carrier to have the package delivered to me, who of course was unable to as it had already been delivered to a different address. Boost Mobile's customer service representative informed me it's "not possible" for a refund or replacement to be issued.
Business Response
Date: 03/06/2024
February 26, 2024

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

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

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

On February 15, 2024, we received your complaint, dated February 15, 2024, filed with the Better Business Bureau.

You stated that you placed an order after changing the address on your account. The device was being delivered to your old address.You contacted us when you noticed this issue, and you were told the device would be returned and your payment refunded. You requested to receive a refund or a replacement device.

My attempt to contact you by phone at ************** on February 26, 2024,was unsuccessful, but I left a voicemail.

In my voicemail, I informed you that it is not possible to update the shipping address on a Boost Mobile account through our website or mobile application. To place an order for a device to be shipped to an address other than the one used to set up the account, you must go to the website and place the order as a new customer. I requested that you contact me directly at ************** with any questions.

As you have been with Boost Mobile for many years and we appreciate your loyalty, I applied a credit to your account to cover the cost of the device.

Sincerely,

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

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

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

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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