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

4,958 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:02/15/2024
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.
Requested account cancelation multiples times via contact customer support. Account is still active and stealing money from my bank account. Called again for refund and not possible since service was provided even though I requested cancelation multiple times.Boost is stealing and committing fraudulent charges.I now have to go to bank and change my account number I have had my entire life.Not good business practices.
Business Response
Date: 03/06/2024
February 22, 2024

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

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

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

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

You requested to cancel your account and it was not. You also stated Boost Mobile is stealing money from you via autopay and you requested a refund.

My attempts to contact you on February 20 and 22, 2024, at ************** were unsuccessful,but I left a message each time. I also sent an email to ************************ with a request that you contact me.

Our records show you dropped the call when you requested to cancel your service,which is why your request could not be completed. Additionally, when you enroll in autopay, you give Boost Mobile permission to withdraw the account balance on the bills due date. It is your responsibility to remove autopay from your account.

Your account was canceled as of February 22, 2024. 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.

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:02/15/2024
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.
Every month I pay my bill online. you have the option to save info and I say no. But every month they run an auto pay from my account., which overdrafts my account. They do not have permission to auto withdraw from my bank account. They do not have permission to auto withdraw. I want them to stop auto withdrawing payments from my account.
Business Response
Date: 02/26/2024
February 21, 2024

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

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

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

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

You said that every time you pay your bill online, you request for your payment information to not be saved. However, your payments get drafted through AutoPay every month. You requested for Boost Mobile to stop automatically withdrawing payments, and for someone to contact you about it.

When we spoke, I informed you that we do not have the ability to automatically add AutoPay to customer accounts. This is something that is done on your end when you make your payment online or through the automated system. Additionally, Boost Mobile requires one payment method to be on file.

When you enroll in AutoPay, you give Boost Mobile permission to withdraw the full account balance on the bills due date. Our records show you are not currently enrolled in AutoPay.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:02/15/2024
Type:Delivery 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 ordered a phone from boost Mobile they shipped it through ******* send an email saying that the phone was delivered to the person a customer which is me which I did not receive so I called him and explain it to him so they said they would do a investigation it was a short investigation or maybe 3 hours tops they determined that *** did deliver me the phone so I've contacted *** file a claim with them so it's still on the investigation with them but I paid boost Mobile so I feel like they are responsible for my money
Business Response
Date: 02/26/2024
February 20, 2024

Mr. ***********************
******************************
********, ** 29203

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 ordered a phone online and although *** is stating they delivered it, you did not receive it. You maintain that as you paid Boost Mobile for the phone, we are responsible and you are requesting a replacement phone.

Our records indicate that a claim with *** was opened on February 19, 2024, for the order (8699-479329-6797).

Additionally, your account reflects that on February 20,2024, a refund of $64.79 was issued back to your card ending in 0909.

We decline your request for a replacement device as you already received your refund.

Sincerely,

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

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

                *********************
Initial Complaint
Date:02/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to upgrade my device online since 2/13/2024 everytime I try I received an error message. I called customer service and was told the app was updating and to try again I did and it did not work so I emailed them. Today I received an email stating that I couldnt purchase the phone with the payment method I am using due to a previous problem and I was told to either try a different payment method or to go in store to make the purchase. I have used three different payment methods with no success . I went in store and was told the phone would be 260 instead of the 211 that was advertised online because I have to pay an activation fee. I declined to buy the phone and pay an fraudulent activation fee because all I would be doing is transferring my SIM card from my current phone to my new phone so there will be no activation needed and if I purchase the phone online I would not have to pay an activation fee. So now I am due for an upgrade but stuck at a stand still because I refuse to be scammed in store with a fake activation fee. I just got off the phone with a boost rep who told me the store can charge any fee they want even though they would not be activating the phone they can charge for assisting me and they would not be assisting me I literally would just be purchasing the phone from them and swapping my SIM cards I cant believe that boost is allowing its customers to be scammed in such a way
Business Response
Date: 02/26/2024
February 21, 2024

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

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

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

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

You said that you attempted to upgrade your device online,but you received an error when placing the order. You indicated that customer care was unable to assist you and although you attempted to purchase the device at a retail store, there is an activation fee. You requested to be contacted and to be able to purchase the device.

When we spoke, we were unable to place the order online. I informed you to go to a Boost Mobile store for the upgrade. I offered to credit the activation fee as long as you provide a receipt or some proof of payment for the activation fee. You accepted this offer. You may send the proof to me directly at ********************************.

Boost Mobile stores are independently owned and operated, and as such, they maintain their own policies and fees.

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
                ***********************************350
                ******,** 80210

                *****************************
Initial Complaint
Date:02/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Boost Mobile advertises a 25/Month ************** plan on their website and brick and mortar stores. However, Boos Mobile has a pattern of deactivating these accounts after a certain time period due to "too much data usage" . This happened to me and I went ahead to do some research and it turns out that Boost has defrauded thousands of people who have purchased their 25/Month plan. This goes directly against Federal and State advertising law. Furthermore, Boost is purposefully defrauding low income people hoping that they do not have the fund to hire an attorney.
Business Response
Date: 03/08/2024
March 6, 2024

*********************
*************************
**********, ** 60107

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

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

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

You stated that on your unlimited data plan, you have been unable to use data after a certain amount of usage. You requested to receive unlimited data, as it implies.

Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources, Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.

Our records indicate your Boost Mobile service was disconnected via a port-out to a new provider on February 26, 2024.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:02/14/2024
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 Feb 19, 2023, I purchased an Apple iPhone XR renewed phone with the promotional price. The T&C for the promotional price was if the device was not activated within 60 days of purchase we will charge the card for the difference between the promotional price and the **** of the device. I went abroad most of the time in 2023 and forgot to activate the phone (my fault and I admitted it).On Jan 19, 2024, I received an email from Boost Mobile as attached stating that Your card on file ending in 1008 will be charged $149.51 and I saw this charge on my card on the same day. In this email, Boost Mobile also stated clearly that As a courtesy, if you activate these device(s) by Jan 25, 2024, we will refund the charged amount.. Then I activated the phone on Jan 20, 2024 and the activation email confirmation is attached. Therefore, I should be eligible for the refund of $149.41 as Boost Mobile promised in its email.I have been reaching out to Boost Mobiles customer service several times over the past two weeks. CS representatives admitted the existence of the email sent from Boost Mobile but it appeared that their back office couldnt issue the refund for some reasons. As I said early, I could be blamed partially. But a promise is a promise. Boost Mobile said it will be issuing the refund if I activate the phone by Jan 25, 2024. They should keep their promise. Thanks.The following info can be used to locate my account: *************, ******************** **************.
Business Response
Date: 03/06/2024
February 22, 2024

*************
2112 *****************
******, ** 78738

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

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

On February 14, 2024, we received your complaint, dated February 14, 2024, filed with the Better Business Bureau.

You said that you purchased an Apple iPhone XR Renewed on February 19, 2023, but you did not activate it within the required 60 days from the date of purchase. On January 19, 2024, you received an email informing you you would be charged $149.51 for the balance of the phone; however, if it were activated by January 25, 2024, a refund would be issued. The refund has not been issued.

As I said in my voice message to you today, the refund for $149.51 is in the process of being sent to the **************** card ending in 1008.

I 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: 03/07/2024

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.
Initial Complaint
Date:02/12/2024
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.
oost Mobile is using the eSIM card from the iPhone 12 that I received in 2023, as a way to blackmail me. I am in case that requires pure privacy and for over a decade, Boost Mobile also know as Sprint, has been a factor in that case. I need for Boost Mobile and their compliance officers to explain why there is an eSIM card in my phone, when I am not a new customer. Using electronic methods to terrorize me and stalk my every move is beyond a privacy breach. This company is directly related. My phone was supposed to be an upgrade and free of charge, but my credit card was charged. This has happened more than once.
Desired Resolution: contact by business
Customer Answer
Date: 02/12/2024
Boost Mobile is allowing their employees, using their computer to intercept my services through an ESIM system that my phone should not have. My phone is paid for and Boost Mobile sent me a brand new phone that is locked and accessible to an unknown entity. I need Boost Mobile to expedite that UNLOCKING PROCESS to make my phone accessible to only myself. My phone came without a physical SIM card and an eSIM card that is not used with old customers. Boost Mobile went above and beyond to make my phone trackable. All of my health records are stored on my physical phone and not my iCloud. Boost Mobile is more than invading my privacy. They have used my phone to play mirroring games and more disgusting acts of harassment. This is out of control and needs to be addressed by someone who actually works in a ***************** Im very upset that my phones are intercepted and being refreshed by Boost Mobile employees. I would add pictures, but Boost Mobile has been actively removing my files, pictures, videos and even goes as far as erasing my internet search history. Very *****.
Business Response
Date: 03/06/2024
February 27, 2024

Ms. *********************************
PO Box 52453
******, ** 02205

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

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

On February 21, 2024, we received your complaint, dated February 12, 2024, filed with the Better Business Bureau.

You said that Boost Mobile is allowing its employees to intercept your services through an eSIM system that you should not have. You added that this access includes erasing your internet search history, pictures and videos. You want your phone unlocked, so it is only accessible to you.

As stated in my email to you today, the eSIM is a replacement/alternative to a physical SIM card, which is required to operate your phone. Without a SIM card your phone will not work with any service providers platform. In addition, I can assure you that our employees are not intercepting your services or accessing your phone's database. Nevertheless, I have initiated the unlocking process;please ensure your phone is powered on and connected to Wi-Fi. This will allow it to accept the command and complete the process.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:02/12/2024
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 01/26/2024 Boost Mobile charged our credit card for $92 even though about a month earlier we transferred ALL four of our phone numbers to another carrier and cancelled our account.On 12/30/2023 we called a spoke with a Boost representative regarding cancelling our account and moving to another carrier. She provided us codes needed transfer our phone numbers to the new carrier.By 12/31/2023 ALL four numbers were transferred and we started using all four of these phone numbers with the new carrier. Since then Boost Mobile has no longer provided us any services.Attached you will find emails from Boost Mobile confirming that our phone numbers were being transferred as well as an email requesting feedback for cancelling our account.However, on 01/25/2024 Boost Mobile still charged our credit card for $92 for pre-paid cell phone services. They charged us after we cancelled our account and were no longer providing any services to us.We tried several times to get a refund by calling Boost Mobile support but they refused to provide us a refund.We want to get a refund of $92 because they charged us for services long after we cancelled our account and moved our phone numbers to a different carrier. By doing this Boost Mobile is providing poor customer service and they are also being unethical by refusing to provide us a refund for services we cancelled and didn't receive.
Business Response
Date: 03/01/2024
February 29, 2024

***********************************
37 *******
******, ** 92618

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

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

On February 12, 2024, we received your complaint, dated February 12, 2024, filed with the Better Business Bureau.

You stated that after disconnecting your service on December 30, 2023, you were charged an additional $92.00 on January 24, 2024. Your attempts to contact customer care for a refund were unsuccessful. You requested a $92.00 refund.

After reviewing your account, I issued a $92.00 check refund that will be mailed to your address on file, which should arrive within 7-10 business days. When I called you today, I left you a voicemail letting you know the timeline of the check arrival, along with my contact information in case you had any further questions or concerns.

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

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

Customer Answer
Date: 03/03/2024

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.
They stated that they sent me a refund of $92 and that I would receive it within 7-10 business days. If I don't receive it by then I will reach out again.
Thank you for your help resolving this issue!
Sincerely,

*******************************
Initial Complaint
Date:02/11/2024
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 paid for a service to add coverage in ****** on one of my phones. The phone was never serviceable even though I called over 5 different times. I called on the third day to have the service removed and credited and I was told that even though the service never worked it was a valid charge. They also still owe me money from the same service I added in August and was never cancelled even though I repeatedly called to cancel for several months. Ive never received a full refund and only occasionally get a 5 dollar credit.
Business Response
Date: 02/26/2024
February 21, 2024

***********************************
10659 Starlight LN
************, ** 98367

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

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

On February 12, 2024, we received your complaint, dated February 11, 2024, filed with the Better Business Bureau.

You said that you paid to add coverage in ****** for one of your devices, but you were unable to use the service. You indicated that the add-on was removed, but your request for a credit was not honored. You also stated that the same add-on was not removed as requested in August 2023. You requested a billing adjustment.

My attempts to contact you on February 20 and 21, 2024, at ************** were unsuccessful, but I left a message each time. I also sent an email to ********************** requesting that you contact me.

Our records show that the Todo Plus add-on has been removed from both lines. A $5.00 credit was applied to your account from September 2023 until February 2024 to cover the add-on that was supposed to be removed previously. The additional add-on was removed on February 11, 2024. As a courtesy, I applied a one-time credit of $10.00.

We strive to provide excellent customer service and we regret that your experience was unfavorable.

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
                ***********************************350
                ******,** 80210

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

Customer Answer
Date: 02/26/2024

Complaint: 21278195

I am rejecting this response because:
Boost mobile was not authorized to charge the first 10 dollar charge only the 5 dollar charge. It was added by mistake by one of their reps. I was told that they dont provide refunds even if made in error. They only credit the account therefore insuring to continue to scam people. By not reimbursing and only crediting Boost isnt giving any other option but to continue with bad service until the credits are exhausted. I was also not given the original credit in September of over 45 dollars but strung along with a 5 dollar credit for months. I dont want a credit I want my money so I can discontinue the service.

Sincerely,

*******************************
Business Response
Date: 03/04/2024
March 2, 2024

***********************************
10659 Starlight Ln.
************, ** 98367

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

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

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

You maintain that Boost Mobile was not authorized to charge the first $10.00, as the add-on was applied in error. You also expressed frustration with receiving a credit instead of a refund. In addition, you did not receive a $45.00 credit you were offered in September 2023. You requested a refund.

As previously stated, the September payment was made through AutoPay and the terms and conditions state that when enrolled (in AutoPay), you give Boost Mobile permission to withdraw the account balance on the billing due date. Additionally, you received a $5.00 credit each month to cover the add-on until it was removed. In my last email to you, I informed you that payments made to Boost Mobile are nonrefundable, per the terms and conditions outlined on our website.

I was unable to locate any evidence of a $45.00 credit offer in September 2023,so I am unable to provide it. You already received a $10.00 credit to cover two months of the add-on, and no additional credits or refunds are warranted.

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:02/10/2024
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.
Date: 02/08/2024 Issue: On 02/08/2024, I noticed interruption to my internet and text service when I disconnected from wifi. I have a 10G/mo plan for $30/mo. Earlier in the month, I had connected to wifi to download several books from Audible. I knew the GB usage would be substantial, as the books usually run about 3-4 gigs each. I made sure to connect to Wifi at home so that I would use my unlimited data provided by my ISP instead of my mobile data. Later in the month, I experienced a data cutoff at "10MB usage." However, I knew I used Wifi to download my books. I called this morning, (2/10) and also used their chat service. They informed me that there is a special MANUAL method of making sure you are disconnected from Mobile Data to have Boost not consider your Wifi downloads as "mobile" data use. Nothing informs the consumer of this. I was never informed of this special process, and I believe ANY reasonable consumer would think, if they have connected to Wifi, that ********* is being used and not double-dipped against wifi AND mobile use.When I called them, I reported that *my device* does indeed show 2MB used via mobile data, and 8MB was used by wifi data. I asked for the rest of my mobile data to be turned back on, and they said they have "no ability" to tell if the data used was wifi or mobile. All they see is 10 gigs used on the phone as a whole, which caused them to lock down the use of my mobile data group texts (right before the Superbowl). At minimum, a phone carrier should be able to TELL if the data used by a device was theirs or *not* theirs. As it stands, both my ISP at my home AND Boost Mobile are charging me for the same 8MB. My device shows that ********************** *did not provide* 8MB of the data I used. They have refused to refund me or restore my remaining service, or implement a way to tell if their data is what was used for their own billing. In fact, the rep asked me to buy more data or increase to a more expensive plan.
Business Response
Date: 03/04/2024
March 3, 2024

*****************************************
1702 ******************.
******, ** 89434

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

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

On February 12, 2024, we received your complaint, dated February 10, 2024, filed with the Better Business Bureau.

You stated you did not receive your full Boost Mobile data allotment during your monthly cycle, and you requested your data service be restored.

Our records indicate your services are currently active and your cycle ending on March 13, 2024, has used 9.3 GB of your 10 GB allotment.

My attempt to reach you today at the phone number you provided was unsuccessful.

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

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

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Boost Mobile is NOT a BBB Accredited Business.