Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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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
- 4,968 total complaints in the last 3 years.
- 1,500 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/10/2024
Type:Service or Repair IssuesStatus: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
*****************************Initial Complaint
Date:02/10/2024
Type:Billing IssuesStatus: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 2/7/2024 I paid my boost mobile bill which would be due on 2/11/2024 in the full amount of $86. And then I received a receipt from boost mobile stating that they had successfully received my $86 payment and that my amount due on 2/11/2024 would be $0.00. I also have a screenshot of this receipt. So on 2/10/2024 I look at my boost one app where I made/make my month to month pre paid cell payments and it now says I will owe $76 on 2/11/2024.. so I contacted boost via the chat inside the boost one app and ask whats the deal and they tell me they havent received my $86 payment on 2/7/2024 then I tell them well I have a receipt from boost mobile showing proof of my payment and ask for a way I can provide them with my receipt only to be told they dont have a way for me to provide them with such crucial information. Instead they continue arguing with me telling me Im wrong and I owe them $76. So I ask well why is there now a $10 difference from the $86 I paid on 2/7/2024 to $76 they claim I owe now on 2/10/2024. At first they tell me they dont know. Then I continue asking this question and they finally tell me its bc I made two $5 payments towards my boost account but couldnt tell me why I would have done that and I didnt make these two $5 payments or agreed to make these payments. Then without any resolution I ask them to unlock my two iPhone 11s that I paid for in full when I bought them in November 2023 and they told me they would not unlock them bc I hadnt been a boost customer for 12 months.. I asked for any documents or paperwork of any kind that I signed or that I agreed to or that even informed me that my phones would be locked for 12 months or for any time at all and they could NOT provide me with this information. Instead they informed me that bc I bought my phones while on sale that I should have automatically none I would be tied to a 12 month contract on a pre paid cell service plan thats paid month to month .. I have screenshots of our convo.Business Response
Date: 03/01/2024
February 27, 2024
***************************
10675A ************************
*********, ** 36544
Re: BBB Complaint #********
************ - ************
Dear ******************:
On February 12, 2024, we received your complaint, dated February 10, 2024, filed with the Better Business Bureau.
You said that on February 7, 2024, you received confirmation from Boost Mobile of an $86.00 payment on your account. You checked the BoostOne app on February 10, 2024, and it stated you owed $76.00 due by February 11, 2024. You contacted Boost Mobile and they were unable to find the payment and had no way to receive proof of payment from you. You also requested your devices be unlocked, but you were told they had to be active for 12 months to be eligible.
When we spoke on February 26, 2024, I informed you that the $86.00 PayPal payment made on February 7, 2024, failed. With the two $5.00 payments made on February 8, 2024, this leaves your account balance at $76.00. I provided you with my direct contact information and asked you to provide me a copy of your bank statement showing the $86.00 payment accepted by Boost Mobile,so I can look into this further.
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
As your devices do not meet these requirements, they are not eligible for unlocking at this time.
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Customer Answer
Date: 03/04/2024
So boost agreed to unlock BOTH of my iPhones I assume bc they know I never signed anything agreeing to any type of one year contract on my month by month pre paid phone service. Nor was I ever even informed of any type of a contract at the time I purchased and paid for both of my iPhones in full . Matter of a fact the only time this supposed contract was ever brought to my attention was when I realized after just a month of being a boost customer that Id made a terrible decision in choosing a cell service provider and asked first why my phones were locked and then asked boost to kindly unlock my paid for iPhones. And that led to several lies which I was being told that my phones were in a one year contract with boost. However when I asked for the agreement with my wet ink signature showing Id agreed to this one year contract I just got told that I got my phones at an extremely low discount. But after doing some research I found that no I didnt get a discount at all bc I can purchase a iPhone 11 like the two I bought at boost for a lot lower price at $199 and thats buying the iPhones out right from a retailer thats not tied to any cell provider and they also came with a warranty and certified pre owned or whatever just like the two I bought from boost only I paid over $250 EACH for my iPhone 11s. So now boost has finally unlocked my iPhone however my wifes that they also agreed to unlock is still locked. And Ive emailed the boost rep *************************** about this issue and I havent gotten a response yet and on march 12th 2024 my prepaid month will be up and Id really like to be able to try another pre paid cell provider and not be stuck having to only use boost. Also Ive lost a job over boost and there unlimited high speed data scam. And Ive even attempted many times to purchase extra high speed data and Ive been promised and even sworn to that once I send them my money to purchase extra data that my money will go towards extra high speed data and thats it. Then 30 minutes later I check my boost one app and I notice that my pre paid monthly amount will have decreased by the exact amount I sent boost to purchase extra high speed data and I have still ZERO g of high speed data and Im then told oh well it just went towards you next months payment and we dont know why it didnt give you extra data like we promised you it would. Then I ask for a refund and they tell me no thats not possible but it will go towards your next months pre paid payment since you dont have a choice of going anywhere else since we have also locked your phones:). Im so sick of boost. I spend so much time going back and forth with boost that its mind blowing the amount of time and money Ive lost that I couldve been using productively actually making money..Customer Answer
Date: 03/04/2024
So boost agreed to unlock BOTH of my iPhones I assume bc they know I never signed anything agreeing to any type of one year contract on my month by month pre paid phone service. Nor was I ever even informed of any type of a contract at the time I purchased and paid for both of my iPhones in full . Matter of a fact the only time this supposed contract was ever brought to my attention was when I realized after just a month of being a boost customer that Id made a terrible decision in choosing a cell service provider and asked first why my phones were locked and then asked boost to kindly unlock my paid for iPhones. And that led to several lies which I was being told that my phones were in a one year contract with boost. However when I asked for the agreement with my wet ink signature showing Id agreed to this one year contract I just got told that I got my phones at an extremely low discount. But after doing some research I found that no I didnt get a discount at all bc I can purchase a iPhone 11 like the two I bought at boost for a lot lower price at $199 and thats buying the iPhones out right from a retailer thats not tied to any cell provider and they also came with a warranty and certified pre owned or whatever just like the two I bought from boost only I paid over $250 EACH for my iPhone 11s. So now boost has finally unlocked my iPhone however my wifes that they also agreed to unlock is still locked. And Ive emailed the boost rep *************************** about this issue and I havent gotten a response yet and on march 12th 2024 my prepaid month will be up and Id really like to be able to try another pre paid cell provider and not be stuck having to only use boost. Also Ive lost a job over boost and there unlimited high speed data scam. And Ive even attempted many times to purchase extra high speed data and Ive been promised and even sworn to that once I send them my money to purchase extra data that my money will go towards extra high speed data and thats it. Then 30 minutes later I check my boost one app and I notice that my pre paid monthly amount will have decreased by the exact amount I sent boost to purchase extra high speed data and I have still ZERO g of high speed data and Im then told oh well it just went towards you next months payment and we dont know why it didnt give you extra data like we promised you it would. Then I ask for a refund and they tell me no thats not possible but it will go towards your next months pre paid payment since you dont have a choice of going anywhere else since we have also locked your phones:). Im so sick of boost. I spend so much time going back and forth with boost that its mind blowing the amount of time and money Ive lost that I couldve been using productively actually making money..Customer Answer
Date: 03/04/2024
So boost agreed to unlock BOTH of my iPhones I assume bc they know I never signed anything agreeing to any type of one year contract on my month by month pre paid phone service. Nor was I ever even informed of any type of a contract at the time I purchased and paid for both of my iPhones in full . Matter of a fact the only time this supposed contract was ever brought to my attention was when I realized after just a month of being a boost customer that Id made a terrible decision in choosing a cell service provider and asked first why my phones were locked and then asked boost to kindly unlock my paid for iPhones. And that led to several lies which I was being told that my phones were in a one year contract with boost. However when I asked for the agreement with my wet ink signature showing Id agreed to this one year contract I just got told that I got my phones at an extremely low discount. But after doing some research I found that no I didnt get a discount at all bc I can purchase a iPhone 11 like the two I bought at boost for a lot lower price at $199 and thats buying the iPhones out right from a retailer thats not tied to any cell provider and they also came with a warranty and certified pre owned or whatever just like the two I bought from boost only I paid over $250 EACH for my iPhone 11s. So now boost has finally unlocked my iPhone however my wifes that they also agreed to unlock is still locked. And Ive emailed the boost rep *************************** about this issue and I havent gotten a response yet and on march 12th 2024 my prepaid month will be up and Id really like to be able to try another pre paid cell provider and not be stuck having to only use boost. Also Ive lost a job over boost and there unlimited high speed data scam. And Ive even attempted many times to purchase extra high speed data and Ive been promised and even sworn to that once I send them my money to purchase extra data that my money will go towards extra high speed data and thats it. Then 30 minutes later I check my boost one app and I notice that my pre paid monthly amount will have decreased by the exact amount I sent boost to purchase extra high speed data and I have still ZERO g of high speed data and Im then told oh well it just went towards you next months payment and we dont know why it didnt give you extra data like we promised you it would. Then I ask for a refund and they tell me no thats not possible but it will go towards your next months pre paid payment since you dont have a choice of going anywhere else since we have also locked your phones:). Im so sick of boost. I spend so much time going back and forth with boost that its mind blowing the amount of time and money Ive lost that I couldve been using productively actually making money..Customer Answer
Date: 03/04/2024
Complaint: 21275680
I am rejecting this response because: I havent had BOTH of my iPhones unlocked as I was told would be. Once BOTH of my iPhones are unlocked I will be more than happy and Ill move on and put this behind me..
Sincerely,
***********************Business Response
Date: 03/12/2024
March 11, 2024
***************************
10675A ************************.
*********, ** *****
Re: BBB Complaint #********
************ - ************
Dear ******************:
On March 8, 2024, we received your rebuttal, dated March 8,2024, filed with the Better Business Bureau.
You said one of your devices has not been unlocked.
The device that has the **** ending in 7021 has not accepted the unlock command. Boost Mobile pushes out the unlock signal and then the device has to receive it. I recommend that you try to power cycle your device,and confirm it has the latest software. If it is still not accepting the signal, you will need to contact Apple for further assistance.
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:02/10/2024
Type:Service or Repair IssuesStatus: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.
They tried to charge my card for services they didnt provide my phone was never activated.Business Response
Date: 02/15/2024
February 13, ****
*******************************
***********************************************************************;
Re: BBB Complaint #********
************ - ************
Dear ******************:
On February 12, ****, we received your complaint,dated February 10, ****, filed with the Better Business Bureau.
You said that Boost Infinite tried to take a payment from your credit card, but the line was never activated. Therefore, you request a refund.
A review of your account records found that a credit for $26.85 was applied on February 10, ****, but no history of an actual payment posting to your account; therefore, a refund is not warranted. Credits applied to the account have no cash value and are non-refundable. However, if you have financial records that show a payment was made to your account, please provide this so the issue can be researched thoroughly.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
***************************************************************** / ******* Better Business Bureau
*********************************************;
******,** 80210
*****************************Initial Complaint
Date:02/10/2024
Type:Product IssuesStatus: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 have attempted to cancel my phone service with boost mobile but was unsuccessful. After entering my personal information, ICC number of the *** card and IMEI number of my phone, I was told I needed to create a pin code to manage my account. I don't understand why I need to create any pin code to cancel service that I no longer want. I am not continuing service nor transferring service in any form or fashion. I want my account cancelled, but Boost Mobile refuses to cancel my service. They said they cannot do anything else to help me. The Boost phone number in question is: ************ I need to have my service cancelled and receive a refund for any charges incurred after today's date: (10FEB2024).Business Response
Date: 02/16/2024
February 13, ****
***************************
*******************************************************;
Re: BBB Complaint #********
************ - ************
Dear ****************:
On February 12, ****, we received your complaint,dated February 10, ****, filed with the Better Business Bureau.
You stated your attempts to cancel your account were unsuccessful,as the agent would not do so without you creating a PIN for your account. You indicated that you are not continuing service nor transferring it. You requested your account be disconnected immediately and a refund issued.
Boost Infinite offers a 30-day money-back guarantee.If not satisfied with your Boost *****************, you can contact us at **************** within 30 days of initiating an account to cancel it. Once services are canceled, the first monthly plan charge amount will be refunded to the payment method on file.
Our records indicate that on February 10, ****, the customer care agent advised you that in order to cancel the account, they had to verify all information on the account including the four-digit security PIN.As you did not previously have one set up on the account, they recommended logging into the application to set one up so that they could proceed with your cancellation request; however, you refused.
As you have stated you are not transferring your phone number to a new service provider, the account has been disconnected effective February 13, ****. Please note that the line is ineligible to be reactivated and the number will not be recoverable.
We decline your request for a refund, as your last payment covered services from January 8, ****, through February 8, ****, and you are outside the 30-day money-back guarantee.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
*********************************************;
******,** *****
*********************;Customer Answer
Date: 02/16/2024
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:02/10/2024
Type:Service or Repair IssuesStatus: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 signed up with boost at the beginning of December 2023 . they gave ** two lines and two new I 15 phones with a 30 day guarantee. We kept having problems with phone reception constantly calling trying to improve the reception after the third week I called him and said I was done. I wanted it out. They urge me to try one more thing I said, OK we did, after a week it did not work. They said that I was over my 30 days for the guarantee. Therefore I would have to pay off the phones even though I did what they asked me to do so I paid off the phones and figured I would use the phones with a new phone provider , its been over a week now and they still have not unlocked my phone so I could use them with another provider. Every time I call I get another excuse.Business Response
Date: 02/26/2024
February 20, 2024
**********************
***********************************************************;
Re: BBB Complaint #********
************ -************
Dear Mr. **************** February 12, 2024, we received your complaint, dated February 10, 2024, filed with the Better Business Bureau.
You said you were unable to use your devices due to service issues. By the time you completed the troubleshooting steps, you were outside the 30-day money-back guarantee. You paid the **** on these devices and requested for them to be unlocked.
We regret that your initial experience was discouraging, and we look forward to having the opportunity to provide you with excellent service in the near future.
Our records show both devices have been unlocked. Please note unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
*********************************************;
******,** 80210
*****************************Initial Complaint
Date:02/09/2024
Type:Product IssuesStatus: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.
Boost Mobile is a prepaid phone service, I pay Boost Mobile $15.26 monthly on the 11th for my service. To make it easier I enrolled in autopay. Autopay should only deduct $15.26. January 13th the monthly bill was paid and the next monthly occurrence should have been deducted on February 11th. Instead, on January 28th boost mobile automated system deducted 4 payments of $15.26, $1.00, $200.00, and $199.00. I called Boost Mobile immediately and was told the refund was initiated. I spoke a few days later to boost and was told it was processed on January 29th and to wait 3-5 days. It is now day 9 and no refund. Boost mobile keeps telling me to speak to my bank. My bank keeps saying they don't see the deposit or pending deposits. At one point i was told by boost there was a check sent because they couldn't access the card on file. My bank have denied this happening. There was no purchase through boost, simply just a overpayment on their behalf i did not authorize. Ticket number for the refund is *******Business Response
Date: 03/01/2024
February 26, 2024
*****************************
5 *********
****************************
Re: BBB Complaint #********
************ - ************
Dear **************:
On February 12, 2024, we received your complaint, dated February 9, 2024, filed with the Better Business Bureau.
You said you have been trying to obtain a refund on an overcharge. We indicated that it is in process, but you have not received it yet.
When we spoke on February 26, 2024, you confirmed you had received a check refund of $415.26, and you consider the matter resolved.
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: 03/01/2024
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:02/09/2024
Type:Delivery IssuesStatus: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 was due for an annual upgrade, which I activated. The phone, priced at only $29, was ordered through Boost Mobile. However, the delivery was unsuccessful, and *** couldn't track the package. Upon reporting this to Boost Mobile, an investigation commenced. After ten days, Boost Mobile refunded my money. When I visited the Boost Mobile store, I was informed that they had revoked my upgrade status and insisted I pay the full price for the cellphone."Business Response
Date: 02/26/2024
February 21, 2024
*********************************
********************************************************
Re: BBB Complaint #********
************ - ************
Dear ************************:
On February 12, 2024, we received your complaint, dated February 9, 2024, filed with the Better Business Bureau.
You said that you ordered a phone through boostmobile.com and paid $29.99, but it was not delivered. You stated that you were eventually refunded the purchase price, but when you visited a retail store, you were told that you would need to pay full price for the same phone.
Although Boost Mobile retail stores are authorized to sell Boost Mobile products and services, they are independently owned and operated; therefore, they are not obligated to participate or honor Boost Mobile specific promotions and offers.
A review of your account does show that you are eligible for an upgrade and various models of ******** phones are available, as of this date, for as low as $19.99 plus tax. I recommend that you review the options through your online account to determine if the phone you want is available.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:02/09/2024
Type:Customer Service IssuesStatus: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 left my cell phone at Boost mobile they sent it out for repair. They have no clue where my phone is or how to locate it. Corporate says they can't help! I want to know where's my phone at. The phone was new and cost me over $100 please help me find my phone or get my money back for the price I paid for it.Business Response
Date: 03/12/2024
March 11, 2024
Ms. *****************
500 Chinaberry Ln.
******, ** 27501
Re: BBB Complaint #********
************
Dear ************:
On February 15, 2024, we received your complaint, dated February 9, 2024, filed with the Better Business Bureau.
You stated that you have not received your device that was sent in for repairs. You requested for it to be returned or to receive a refund.
My attempts to reach you at the phone number you provided on March 10 and 11,2024, were unsuccessful.
I was unable to locate a Boost Mobile account with the information provided. So that I may better assist you with your concerns, please contact me directly at **************.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
**************************************************************** / ******* Better Business Bureau
**********************************, #***
******, ** 80210
**************************;Initial Complaint
Date:02/09/2024
Type:Billing IssuesStatus: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.
in short, i was supposed to be given a credit of $16 ( 2 months phone insurance @ $8 a month) . the call took place on feb 22nd, complaint ticket number *******. after a few hours, i returned to my account page, and noticed that the lady didnt give me a refund, she charged me $16 again.... $32 is not a lot of money for most people, but the fact that even a corporate office worker told me that my account was correct, just biurnt me up! my cash account balance is $116, unless they have taken more out since i last looked.... it should be $148.... they need to add back $32 to "MY CASH ACCOUNT BALANCE".... 2 employees agreed with me, the other 3 did not ( i placed 5 calls).... the one thing that i could not make them understand is that the balance in that account is "MY CASH", to pay my bill as it comes due... the lady that i placed the very first call too, thought, if she reduced my bill, it wou;d be a credit.... BUT..... she reduced MY CASH ACCOUNT BALANCE, basically taking the $16 out again....Business Response
Date: 02/20/2024
February 13, 2024
*******************************
**************************************** 315
**************************
Re: BBB Complaint #********
************ - ************
Dear ********************:
On February 12, 2024, we received your complaint, dated February 9, 2024, filed with the Better Business Bureau.
You stated that you were previously overcharged for two months for the $8.00 device insurance. You were supposed to receive a credit of $16.00 to cover the overcharge, but your account balance was reduced by $16.00 instead. You requested a credit.
Our records indicate that a refund of $16.00 was issued on February 2, 2024, back to the card ending in 8964. As a credit was not added to the account to cover this refund, it did reduce the account balance from $132.00 down to $116.00. On February 13, 2024, a credit of $16.00 was issued to correct this error.
We regret any inconvenience you may have experienced.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:02/09/2024
Type:Service or Repair IssuesStatus: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 Acct # ************, Transfer PIN ******, I decided to change phone companies because I was unable to make phone calls or send texts from my home using the Boost Service since August 2023.Upon my request, Boost transferred my phone number to MINT on Feb. 6, 2024. BOOST is not refusing to UNLOCK my phone, making it impossible for me to enjoy my new service and putting my life in danger, because I can not make any phones calls from home or from the street. I do not owe them any money, I paid off my phone in October 2023. I feel this is retaliation for leaving Boost. Please help me! I can only be contacted by email ******************** Thank you.Business Response
Date: 03/01/2024
February 27, 2024
*******************************
****************************************** 105
***********, ** 90027
Re: BBB Complaint #********
************ -************
Dear ******************:
On February 9 2024, we received your complaint, dated February 9, 2024, filed with the Better Business Bureau.
You stated that you chose to change your service provider to Mint Mobile and made the switch on February 6, 2024. You said that we refuse to unlock your phone. You requested it be unlocked to use with your new carrier.
I used the **** number to identify that your device is currently unlocked. When I attempted to contact you today, I left a voicemail instructing you to make sure your device software is up to date, and your phone is connected to Wi-Fi and power cycled to confirm its unlocked status.
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
*****************************
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