Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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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

4,971 total complaints in the last 3 years.
1,510 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:06/27/2025
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 phone that I have from ******** has been giving me issues since I purchased it the first week of October 2024. I had all kinds of issues with the phone. I had to walk to a store to talk to them in person, I don't have transportation. I asked them to look at it and they would not even look at it. I am computer illiterate and asked for help with this phone. It would work for 3-4 days and then go back to not working properly. I have not missed a bill and pay on it every month. I have been asking them to replace the phone and to check it and no one has helped me. I would like for them to replace the phone and to check it
Business Response
Date: 07/10/2025
July 5, 2025

Ms. ****** ********
**********************************************************
*********************

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

Dear **************************** 27, 2025, we received your complaint, dated June 27, 2025,filed with the Better Business Bureau.

You said you are experiencing issues with your device, and you maintain that a Boost Mobile store would not look at your phone. You are requesting a replacement or for someone to look into your issue.

My attempts to contact you on July 3 and 5, 2025, at ************* were unsuccessful, but I left a message each time. I also sent an email to *********************** with a request that you contact me.

Since you subscribe to Boost Protect, you can file a claim for a device replacement or repair at ***************************************************. You can receive assistance with this by calling customer care at **************. You can also address your device issues with the device manufacturer.

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

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

                ****** ********
Initial Complaint
Date:06/26/2025
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.
My debit card was charged by boost mobile phone company for $98.33 for a phone service on a phone that was returned in boost mobile store. I purchased the phone June 11 , 2025. I returned the phone on June 12 2025. Boost mobile lied and said they canceled the contract and payments attached to that phone. Boost mobile customer service reassured me that the contact attached to that phone and my information was canceled on June 12, 2025 when I returned the phone at the store. June 26, 2025 I was sent an email saying that the bill was paid on the phone that was returned to the store. I contacted boost mobile customer service 8 times and went into the boost mobile store where the phone was purchased and returned. The salesman at the boost mobile store verified over the phone to customer service rep. **** I in fact returned the phone. Boost mobile customer service denied me of a refund and said because the service was paid for the month of June and that they do not refund phone services. My debit card should never have been charged $98.33 for service because I returned the phone. I should not have been charged for services on a phone that is not in my possession. Boost mobile store has had the phone since June 12, 2025 and I was charged for services on June 26, 2025. I want my money back. They are refusing to refund me even though I do not have access to that phone that I have returned to them. They are not presenting good customer service and are scamming customers.
Business Response
Date: 07/11/2025
July 9, 2025

Ms. ******* ******
******************************
**************************

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

Dear ************************** 27, 2025, we received your complaint, dated June 26, 2025, filed with the Better Business Bureau.

You stated that you purchased a device on June 12, 2025, but changed your mind about continuing service and returned the device the following day. You called in to cancel service and learned you were ineligible for the 30 day money back guarantee. You requested a refund.

Customers who cancel within 30 days of account creation will have the service fees refunded; activation fees, if applicable, and phone payments will not be refunded. Please note that a port-in and AutoPay are both required. For
more information, please visit ******************************************************************.

Your payment does not qualify for the 30-Day Money Back Guarantee. However, in the interest of customer service a refund of $50.00 for the Unlimited+ Plan has been initiated to the card ending in 5810. Please allow 7-10 business days for processing.

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

Sincerely,

Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ****** ********
Initial Complaint
Date:06/26/2025
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 June 15th I called boost mobile customer care service to place an order for a pink iPhone 15. I paid ******. I received an email saying your order is about to ship. As I was looking over the order I realized the person who took my order put the wrong address for shipping, (the address they put into the system was *********************************************************************. The address that my phone should have been mailed to is ************************************) I call boost Mobile the next day to have them correct the address they told me that they could not fix the order address that I will have to go to the address to pick the phone up or I will have to get in contact with *** who was shipping the phone to me to have them ship the phone back to boost mobile, after going back and forth with boost Mobile and *** I finally got *** to ship the phone back to boost Mobile which they received the phone on June 20th I received a refund to my banking account in the amount of $216.19 when I originally paid $****** I'm being told by boost Mobile that they cannot refund my $72.38 back because the account was never set up and it's because I never received the phone and I was unable to Port my number over to the device because I did not have the device.
Business Response
Date: 07/10/2025
July 8, 2025

Ms. ******** *****
**************************************************************

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

Dear ************************* 27, 2025, we received your complaint, dated June 26, 2025,filed with the Better Business Bureau.

You said that you received a refund for an order you placed, but it was less than $72.38. You expressed concern with not receiving a full refund.

Normally payments made toward service are non-refundable; however,in the interest of customer service, I requested a refund of $72.32. Please allow five to seven business days for processing.

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

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

                ****** Steffani
Customer Answer
Date: 07/10/2025

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:06/25/2025
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.
We pay for service for 10 yrs and we lost network service. When we called to get technical service help they wanted to verify who we are to help. We were asked full SSI number which we gave. Then we were asked which names have you gone by in the past. I am 60 yrs old and never used any name other than the three on my birth certificate so I answered none of the above. I was then told ai gave false information and they couldn't help us. They take our money every month without fail yet when their service fails they refuse to help us. Do not use this company and they need to be investigated.
Business Response
Date: 07/10/2025
July 8, 2025

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

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

Dear ************************* 25, 2025, we received your complaint, dated June 25, 2025,filed with the Better Business Bureau.

You said that you lost service and were unable to obtain assistance because you could not verify your account. You expressed frustration with making payments and not receiving service.

We are committed to protecting the privacy of our customers. In accordance with that commitment, we take
measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a Personal Identification Number (PIN) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested. Please note that this has no effect on your service.

When we spoke, I informed you that your case manager has been unable to reach you by phone to resolve the issue. Please contact them at *************, so they can further assist you.

As a courtesy, I applied a credit of $20.00 to your account.

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

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

                ****** ********
Initial Complaint
Date:06/25/2025
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.
We had a boost phone that we have used in the past. I went online and signed up for a promotion where the activation fee was waived and - discounted rate of ***** for I believe the first 6 months. I called in. We couldnt get the *** card to register. I was leaving the next day on vacation and didnt have time to wait for a card. I asked if I could grab one in store. They gave me an address. I went there and it was for a different business. They told me there was a boost store on *****. I went there explained that I signed up online and just needed a sim card. She took the phone and did the *** card. Asked me if I wanted to do autopay. I gave her my card for that. I left for vacation. The phone worked. I noticed that I was being double charged last month. The store also charged me $100 on my card and didnt even tell me what its for. Every month since activating I have been billed the promotion price and the regular monthly rate. I have called in over 10 times and no one could even find the account. When they finally did they couldnt verify it because I didnt have a way to get the text. Today I finally spent 3 hours on the phone to be told there is nothing they can do. They cant refund anything because the lines are active. How they are both active is about the dumbest thing I have ever heard. I have one *** card. One phone that was actually activated. The 2nd line never got activated. I dont even know the number and they refused to give it to me. Your customer service is HORRIBLE!!!! I want the promotion I signed up for and everything else refunded
Business Response
Date: 07/09/2025
July 7, 2025

Ms. ******* ********
************************************************************

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

Dear **************************** 25, 2025, we received your complaint, dated June 25, 2025, filed with the Better Business Bureau.

You stated that you went into a store to activate a device and sign up for the $15 per Month for 3 Months offer. You said that you later noticed duplicate service charges. You are requesting a refund and to receive the discounted promotion.

A review of your account found that it was part of a systematic error, which has since been corrected.

When we spoke, you indicated that you would like to be on the Unlimited Plan. The plan change will be reflected on your next billing statement. We also discussed managing your payments and account details in the Boost Mobile application. Refunds totaling an amount of $308.23 is being processed to the card ending in 7793.Please allow seven to ten business days for processing.

We regret that your experience was unfavorable.

Sincerely,

Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

****** ********
Customer Answer
Date: 07/10/2025

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:06/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a 2 line plan. One for myself and one for my mother. I was charged for 2 lines at *****/month and my moms phone was charged *****/month. When I called I was told that they were unable to combine the lines, unable to cancel the extra line and unable to give me the ***** plan because it was a two line plan. My moms phone has called twice on my behalf trying to get the problem solved and was told the same thing every time she called. Now 2 years later I go into the store to upgrade my phone and Im told by the gentleman that the other phone line isnt active and he can drop my rate to the *****/month or combine mine and my mothers phone lines. So after 2 years of paying ***** extra a month I find out Ive been lied to the entire time. Its not ok to treat people this way!!!!
Business Response
Date: 07/14/2025
July 11, 2025

Mr.Izeck ******
**********************************************
*********,OH 44089

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

Dear ************************** 25, 2025, we received your complaint, dated June 25, 2025, filed with the Better Business Bureau.

You stated that you purchased two lines for yourself and your mother, and were charged $40.00 per month for two lines and $25.00 per month for your mother's line. You indicated that you were told you could not get your line on the $25.00 plan even though you were told at a Boost Mobile store while upgrading your device, that he could have switched your line to the $25.00 plan. You requested to receive a refund.

A review of your account found that your account has only had one line since June 17, 2023. A second line on the account was disconnected at that time. We are not able to confirm whether a plan change was available on your account at any point in the past. As such, no refund is warranted.

Sincerely,

***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ***** *****
Initial Complaint
Date:06/24/2025
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 asking for this company to cancel the phone service! They keep saying they cant verify me to cancel service. They sent me to the store near me but the store said they dont do any verification in the store! I want a refund for all the months of money they have taken with no service being delivered
Business Response
Date: 07/02/2025
June 28, 2025

Ms. ******* *****
*****************
*******************

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

Dear ************************* 25, 2025, we received your complaint, dated June 24, 2025, filed with the Better Business Bureau.

You stated that you requested to cancel your service, but you were unable to verify your account. You requested a refund for the months you were charged.

My attempts to contact you on June 26 and 28, 2025, at ************** were unsuccessful, but I left a message each time. I also sent an email to *********************** with a request that you contact me.

Because your service is prepaid, it will automatically be suspended if a payment is not received. After 90 days of non-payment, your account will be cancelled and the phone number will be lost.If you want to cancel your service immediately, you can contact me directly at **************.

We are committed to protecting the privacy of our customers. In accordance with that commitment, we take
measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a Personal Identification Number (PIN) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested. Please note that this does not affect your service.

Your previous payment was made on June 20, 2025, four days before your initial request to cancel your service. A refund is not warranted.

We apologize for any inconvenience.

Sincerely,

****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ****** ********
Customer Answer
Date: 07/07/2025

Complaint: 23514163

I am rejecting this response because: There was nothing done. I have not received any compensation for the amount of time and money spent. I have reached out to the company and they did not reply there after.

Sincerely,

******* *****
Customer Answer
Date: 07/11/2025
The number to customer service is ************** and this is the number I called several times. No one helped no one cared I also went into the store where they showed me that there was no pin setup so I had to set one up that day to try and cancel call the customer service back and they still didnt cancel!
I called ************** after receiving a phone call from the companys representative after I filed the complaint! When called back she didnt answer nor did she call back until last week and I was at work so I called when I got off!
Business Response
Date: 07/23/2025
July 18, 2025

Ms.******* *****
*****************
***********************;

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

Dear Ms. **************** July 17, 2025, we received your rebuttal, dated July 17, 2025, filed with the Better Business Bureau.

You rejected our response stating customer care was unable to assist you with canceling your account, and you requested that I call you back.

When we spoke, you expressed frustration with the verification process and maintain you called customer care several times prior to June 24, 2025, requesting to cancel your line.

We are committed to protecting the privacy of our customers. In accordance with that commitment, we take
measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a Personal Identification Number (PIN) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested. Please note that this does not affect your service

I informed you that you do not qualify for a refund because there is no record of you calling in prior to June 24, 2025. The line on your account will be automatically canceled after 90 days of nonpayment and the phone number ending in 9058 lost. We regret that you disagree.

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

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

                ****** ********
Customer Answer
Date: 07/23/2025

Complaint: 23514163

I am rejecting this response because:

Sincerely,

******* *****
Initial Complaint
Date:06/24/2025
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 on ****************************************. At this location when you go there, they ask you for your Identification like DL or ID and they don't give back to you. When I went to claim my ID, I saw a pack of identification that they are keeping from customers which is a confidential information issue. They kept my ID, they never call me or said we have your ID like a few days later I noticed that I was missing my ID I went back and they gave back to me. they had also a pack of some other customers ID's where any one can have access and information can be stolen, that is a violation of personal information. I told her why you don't return those ID back to customers and the lady very rude said if they don't ask for their ID we don't return it. the time I went there was around 1:30 talk to a Hispanic lady
Business Response
Date: 07/09/2025
July 3, 2025

Ms. ****** *********
*******************
****************

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

Dear ***************************** 24, 2025, we received your complaint, dated June 24, 2025, filed with the Better Business Bureau.

You maintain that a Boost Mobile store is asking for identification and will not return it. You said that you were able to retrieve your identification, but expressed concern over their actions.

I contacted you by phone on July 2 and 3, 2025, without success; however, I was able to leave a voicemail on each attempt.

Boost Mobile stores are independent and set their own policies and procedures. However, we can escalate your concerns to our retail team, if you can provide more information regarding the transaction. Please contact me directly at **************, so we can discuss this further.

Sincerely,

***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ****** Steffani
Initial Complaint
Date:06/24/2025
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 paid triple for this phone. I paid 365 dollars when the phone was supposed to be 99 when switching over to boost. I have the premium plan for $60 a month along with insurance for $12 totaling up to $72 a month. When I bought this phone at the boost store it wasnt activated right away I had to bring it back the next day to get activated by the salesperson who sold me the phone and every month my bill is increased or I cant use all the services I was promised I have been experiencing problems since day one and every time I call for assistance no one helps me and hangs up on me so I called for my account number and transfer pin and one representative stated sure I can help you with that your phone is paid off and to hold for my transfer pin by the next representative and when the man representative answer he denied me access to my transfer pin to keep my in network with ********************** when my service with boost clearly stated there is no contact so Im confused why Im not being assisted boost is the worst I would like a refund
Business Response
Date: 07/18/2025
July 16, 2025

Ms.******* ********
2219 Benidorm Ct.
*******,** 30349

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

Dear **************************** 24, 2025, we received your complaint, dated June 24, 2025, filed with the Better Business Bureau.

You expressed concern with the following:

Device price
Billing
Service issues
Unlock policy
Customer service

You said you paid $365.00 for a device being sold for $99.00. When we spoke, I requested for you to send me a receipt showing what you were charged to ********************** As soon as this is done, I will be able to look into this further and address it accordingly.

You stated that your bill is supposed to be roughly $72.00 per month, but it increased. Our records show you are on the Unlimited Premium plan for $60.00 per month and you are receiving *************** each month for $10.00, so your bill is roughly $70.00 per month. You were previously billed correctly as well.

You indicated that you are experiencing service issues and received no assistance. Boost Mobile constantly monitors its network for service and capacity-related issues,and we work diligently to address any issues we identify, or that our customers bring to our attention. 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.

You told me that you were not interested in troubleshooting and opted to receive your port-out information. Please note, it expires after 96 hours. If you need a new port-out pin, please contact me directly at ************** or customer service.

You requested for your device to be unlocked because you were informed by previous representatives that you paid for it in full. The unlock policy (available on our website) states that your device must be active with Boost Mobile for 12 months before we can unlock it. Because your device has not been active with Boost Mobile for at least 12 months, we cannot unlock it. We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it.

Please note that you may port out your number at any time, as this is separate from the unlock policy.

You expressed frustration with the customer service you received. We apologize for any inconvenience that may have occurred.

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

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

                ****** ********
Initial Complaint
Date:06/24/2025
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 March 8th we went intom the store and wanted to dropmthe fourthnphone line ending in 7004. Also my brother and I upgraded our phones. My bll at that tiime was ****** Upgrading the phones and switchingplans to the ***** unlimited plan we were told the billmwould be ****** per month. Great deal. So we bought the phones and paod ***** per lne for activation. They never disconmected the fourth phone line and when we got the firThis was horrible customer service and I cant imagine this is how you treat your loyalcustomers. if there is nomresolution we willcamcel all lines and go ************ billit was ****** higher than what we agreed to . so we went back to the store and were told it was fixed. yesterday we went back *** the store and were there 4 3 hours and got nomwhrre. the gentlemean saidn that we had tomcall boost. He called from the store phone we were told that the store had to fix the issue because there were nom otes. I was thentransferred to a supervisor named Diegom who stated tht there is nothing they can do and they could care less that we have been customers with 4 lines since 2015.
Business Response
Date: 07/10/2025
July 1, 2025

Ms. ***** ********
*********************
*****************

Re:          BBB Complaint #********
                129230357815 - *************

Dear **************************** 26, 2025, we received your complaint, dated June 24, 2025, filed with the Better Business Bureau.

You said that you went to a Boost Mobile store on March 9, 2025, to remove one of your lines. You indicated that while there, you upgraded two of your phones and switched to the $25.00 Unlimited plan. Although your bill was supposed to be $107.00 a month, you maintain that it has not been close to that amount. You also stated that the fourth line on your account was not removed, and you have not been able to resolve this issue at the store or by phone.

When we spoke on July 1, 2025, I confirmed that the line ending in 7004 is set to disconnect at the end of the current billing cycle, and is the reason the bill has been higher the past few months. As you confirmed that the line did not need to be saved or transferred, I disconnected it immediately.

As a courtesy, I applied a $170.90 credit to your account for the overcharges from the past few months. Your next bill should generate at $30.00 per line plus the device insurance charges. You can also save an additional $5.00 per line if you set up automatic payment on your account.

We regret any inconvenience you may have experienced and we thank you for your business.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile

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

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

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