Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Boost Mobile has 268 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  1520 W 21st St N Wichita, KS 67203

• 

  Boost Mobile

  3409 L St Omaha, NE 68107-2577

• 

  Dish Network

  1620 Virginia Ave Martinsville, VA 24112

• 

  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

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:02/09/2024

  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.

  A port out transfer from ATT Prepaid to Boost Mobile Prepaid was done 1/8/24. The device was confirmed as Unlocked and with No SIM Restrictions, since my Device Unlock Request with ATT 12/5/22. Boost Mobile carrier locked my IPhone 11 Pro *** 1/8/24 as I am no longer able to use different carriers. I have had several with no port out issues, until they locked my device. I am no longer able to make or receive calls, and my phone is permanently in SOS Mode.I asked Boost Mobile why they locked my phone and informed them that they needed to unlock it immediately. They hung up on me continuously throughout the entire the 12-hour long recorded phone call correspondence. When asked for confirmation of the Unlock Request as stated in their policy, I was only verbally assured without email confirmation that, quote RG70 interaction ID number for Sim Unlock Request has been submitted twice already. But to no avail because my phone is still locked with their service. I have not been able to reach resolution with the porting process, so within the same day I applied for a stop payment for their service plan, and immediately Boost closed my account. Therefore, I no longer possess business relations with the company. Boost Mobile needs to release the Carrier Lock that they deliberately put on my phone, since neither the phone nor initial business ever belonged to them. $13.80 was the price I paid to Boost that locked me out of my own device that is now keeping me from essential business.I demand an answer from Boost Mobile and their Affiliates PROMPTLY.

  Business Response

  Date: 02/16/2024

  February 9, ****
  
  
  
  B. ********
  ************************************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear B. ********:
  
  On February 9, ****, we received your complaint, dated February 9, ****, filed with the Better Business Bureau.
  
  You stated that you transferred from AT&T Prepaid to us on January 8, ****. You mentioned your device was confirmed as unlocked, but since activating with us it shows as locked. You also said you were unable to port your number, so you disconnected the entire account. You requested your device be unlocked.
  
  Our records do not indicate that your device was ever locked to Boost Mobile. The device is currently registering as unlocked in our system.
  
  As you elected to disconnect your account, your phone number is no longer eligible to be ported out.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************
  
  

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21268831
  
  I am rejecting this response because:
  
  you are checking the system now that my device was unlocked, thanks to Apple. Apple requested an override and was able to get my device unlocked on the shared network. 
  
  Effectively,
  
  B ********

• Initial Complaint

  Date:02/08/2024

  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 a customer with ********************** for ** years and have been having a problem with them for the last couple months. The internet is very slow even when they say that you have high speed. When on the phone sometime is drops the call and sometime you can not really hear the person you are on the phone with and they cant here you. The customer services is horrible as well some will "drop" the call other will transfer you and you end up getting hung up on. They are rude. I bought my son a phone back on November 27 2023, paid in full have been having the same problem. I want to unlock the phone that I have PAID IN FULL FOR. But when I called boost mobile more then once about unlocking of my phone they told me I haven't been on the service long enough I have to been on the service for 1 year before they can unlock the device. I even offered send the phone back if they refunded me the money that I paid for the phone. I am in good standing, and I have no balance. I have been on the service for 10 years!!!!

  Business Response

  Date: 02/26/2024

  February 20, 2024
  
  
  
  *****************************
  ******************
  Springfield, IN 46201
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **************:
  
  On February 9, 2024, we received your complaint, dated February 9, 2024, filed with the Better Business Bureau.
  
  You said you were experiencing issues with slow internet and dropped calls. You also expressed concern with the customer service you received, as our agents were rude to you. You requested to unlock your device,as you paid for it in full.
  
  We have no record that you went through the troubleshooting steps to address your technical issues. Additionally, I confirmed there are no outages in the network that would affect your service. 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.
  
  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. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified.
  
  I regret the way your issue was handled by our representatives. Thank you for bringing this issue to our attention, so that we may address it with the appropriate personnel.
  
  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
  
  Because your devices have not been active with Boost Mobile for at least 12 months, your request for it to be unlocked is declined. We require customers to keep their devices with Boost Mobile for at least 12 months because we sell these devices at a discounted rate.
  
  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:02/08/2024

  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 bought an iPhone 15pro in November 2023 from Booste Mobile with *****-dollar contract and sent it to my fianc in ***************. When I talked to the salesman over the phone I asked if it would work for my fianc in ***************. His answer was yes. So, I sent it to her via ***** costing 180 dollars and an additional 200 dollars for the ********** Customs since I insured the phone for ***** dollars in *****, they charged me 20% tax of the value of the phone to let it come into the country. My fianc tied to use the phone, but it would not work! I called Booste Mobile and they said they do not have service in ***************! I complained that I was told the phone would work there. Their answer was, "Sir, I am sorry, but you still need to pay for the phone and service." I asked if I could return the phone and was told, "no. I need to pay for the phone." I then called many times and asked to talk to someone there that was in Administration. The answer was always, "I don't have a way to call! I continued paying 70 dollars a month for the last few months, not knowing what to do. Until somebody suggested send a complaint into the BBB. I called again and asked for them to disconnect the service so I would not be charged for something i can't use. They said I still have to pay for the service even if it does not work there! Grrrrrrrrrrrrrrrrrrrr

  Business Response

  Date: 03/04/2024

  March 3, 2024
  
  
  
  *******************************
  ********************************************
  ************, ** 44203 
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **********************:
  
  On February 9, 2024, we received your complaint, dated February 8, 2024, filed with the Better Business Bureau.
  
  You stated that you bought an iPhone 15 Pro and sent it to your fianc in ***************, as you were advised the service would work there.When it did not, you requested to return the phone for a refund.
  
  Our network covers the lower 48 states, ******, ****** and ***********, but does not operate in ***************. To use the phone outside of the **, it would need to be unlocked.
  
  For a phone purchased from us under a financing agreement, we will unlock it after the financial obligation is completed. If you purchase a phone from us in full,it will be eligible for unlocking immediately. In either case, we will automatically unlock the phone remotely within two business days of it becoming eligible (without any additional fee).
  
  In the interest of customer service, arrangements can be made to return the device.Please contact me at ************** to proceed.
  
  Sincerely,
  
  
  
  ***********************************
  Corporate Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  cc:          ****** / ******* Better Business Bureau
                  **********************************, #***
                  ******, ** 80210
  
                  *****************************
  

• Initial Complaint

  Date:02/08/2024

  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 was going to try ***** Infinite Cellular but after I signed up, 2 hrs later I got information that was unsatisfactory about this company so I called back to cancel my account. I did not sign up, I did not register my phone number, I got no SIM card and I made it clear I wanted all to be cancelled. During that 2 hours Boost charged my bank $50 sign up fee. I later saw this in my account so I called and was told there would be a refund, I waited 10days for refund t** o appear in my account, did not appear, so I called my bank and they are looking into it now as a fradulant charge. Also this business somehow placed me on auto payment without my consent and this AM at 10:03 AM a bill for $50 to be auto paid tomorrow, showed up in my email. I just called and after over 1 hr wait I was told I won't be billed anymore and I am awaiting an email to verify this and I am concerned it won't come.

  Business Response

  Date: 02/16/2024

  February 15, ****
  
  
  
  ***************************
  ******************************
  ********, ** 97470
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ****************:
  
  On February 9, ****, we received your complaint, dated February 8, ****, filed with the Better Business Bureau.
  
  You stated that two hours after signing up for our service, you changed your mind. You contacted customer care to cancel. You indicated that during the two hours your service was active, your bank account was charged $50.00 and you were placed on automatic payments without your consent. You said that you have contacted customer care several times regarding a refund, but you have yet to receive it. You requested the refund be provided.
  
  Boost Infinite offers a 30-day money-back guarantee.If not satisfied with your Boost Infinite services, you can contact us at **************** within 30 days of initiating an account to cancel it. Once service is canceled, the first monthly plan charge amount will be refunded to the payment method on file. Our records indicate that you were charged $50.00 for two lines when your service order was placed online.
  
  All members are enrolled in AutoPay upon account activation. For more information regarding our billing, please visit *****************************************************************************************************.
  
  A review of your account reflects that the transaction of $50.00 was voided, which means it will not be refunded. The funds have already been returned as if the transaction never happened. We also show that AutoPay was disabled and your account is at a zero balance.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *********************************************;
                  ******,** 80210
  
                  *********************;

• Initial Complaint

  Date:02/08/2024

  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.

  02-04-24 and they took ****** out of my account without my permission. I tried to get boost mobile in 12-10-23 and they never could activate my phone then and i tried for a month calling customer service an going to there store, so i gave up and a year later they take the money out and i still don't have there service. I still have cricket as my service. And i already paid ***** an never *********** for that.

  Business Response

  Date: 02/26/2024

  February 21, 2024
  
  
  
  *******************************
  *******************************
  *******, ** 67216
  
  Re:          BBB Complaint #********
                  ************
  
  Dear **********************:
  
  On February 9, 2024, we received your complaint, dated February 8, 2024, filed with the Better Business Bureau.
  
  You stated that you purchased a device in December 2023 through our website, but you were never able to activate the service. You indicated that on February 4,2024, you were charged $227.84.
  
  My attempt to contact you by phone at ************** on February 21,2024,was unsuccessful, but I left a voicemail.  
  
  Our records indicate that you purchased the device on February 10, 2023. Boost Mobile policy states that a device purchased through the website and not returned, must be activated within one year after purchase or the full MSRP (manufacturer's suggested retail price) of the device will be charged to the payment card on the account.
  
  Please contact me directly at *************, to make arrangements to return the device.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:02/08/2024

  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 made 3 separate payments on one account for two lines of service due 2/6 payments were made on 1/9, 1/26 and 2/6 for a total amount $46.64. On 2/6 I canceled one of the two lines called to have them issue me a refund for cancellation however they only want to refund $25 as according to the representative who assisted me is what his system allowed him to do. The line of service is for $31.72 due 2/6 billing cycle started 2/5 line canceled 2/6 they only want to refund $25 that means they are billing me $6.72 for one day of service.

  Business Response

  Date: 02/26/2024

  February 21, 2024
  
  
  
  ***********************************
  ****************************************
  *******, ** 92802
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **********************:
  
  On February 8, 2024, we received your complaint, dated February 8, 2024, filed with the Better Business Bureau.
  
  You said that you made three separate payments totaling $46.64 on January 9 and 26, 2024, and on February 6, 2024. You stated that you canceled one of the two lines on February 6, 2024, and while you requested a refund, which you calculate to be $31.72, a $25.00 refund was issued.
  
  A review of your account shows that, in addition to the aforementioned $25.00 refund, you were also granted a credit for $5.81 on February 14, 2024. However, in January 2024 you made payments totaling $68.99 and received credits totaling $13.72. The total of all payments in February 2024 is $1.64.
  
  Boost Mobile Terms and Conditions states that once a payment posts to an account, it is not refundable. Therefore, your request for an additional refund is denied.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:02/07/2024

  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 purchased a phone that was suppose to be simple for me to use. I stayed in the store for 3 hours and paid $343 for a phone that did not work after I left the store. I tried to go back but they would not fix it. I ended up losing the phone but I purchased insurance. I want my money back because they would not help me get another phone or a replacement

  Business Response

  Date: 03/01/2024

  February 26, 2024
  
  
  
  *******************
  3000 ************************************., J3
  ***********, ** 65802
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ************:
  
  On February 8, 2024, we received your complaint, dated February 7, 2024, filed with the Better Business Bureau.
  
  You stated you purchased a phone that did not work after you left the store. You indicated it has now been lost, but you said that you purchased insurance for it. You requested a refund.
  
  Boost Protect is a comprehensive device protection program that combines a service contract and an insurance policy to protect your phone in case you lose it,have it stolen, or accidently damage it. Boost Mobile partners with ************************** to offer you this service. Please visit myphoneguardian.com/boostmobile, 24 hours a day, seven days a week to file an insurance claim. You may also call **************** from 6:00 am to 10:00 pm CT, seven days a week. Only the primary account holder should file a claim, and a lost or stolen claim should be reported within 60 days of the loss, unless otherwise required by state law.
  
  Sincerely,
  
  
  
  ***********************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:          ****** / ******* Better Business Bureau
                  *************************************350
                  ******, ** 80210
  
  *****************************
  

• Initial Complaint

  Date:02/07/2024

  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.

  Get more data now!Hi ******************* used ***** GB of your ***** GB monthly data plan. Your data may be slowed1 or unavailable2 until 2024-02-07 depending on your plan. Learn more about the data included in your plan by following the VIEW USAGE button below.VIEW USAGE To get more data, shop Extras from your My Boost dashboard. SIGN IN Need help?Check out our FAQs Call us at 833-50-BOOST Were available:Mon-Fri: 4am-8pm PST Sat-Sun 4am-7pm PST ****************************** Instagram 1Unlimited Plans: Unlimited customers who use more than the allotted high speed data included in their plan during a billing cycle, will have speeds reduced. Data speeds may be reduced to 160mbs until your next payment is made.2Capped **************** access ends after allotted data usage. Please do not reply to this email, instead visit us at my.boostmobile.com/support for support. 2024 DISH Wireless L.L.C. All rights reserved. **********************************************************************Terms of Use | Contact ** I was sold unlimited uninterrupted data. This is not what I was given. They allow their salesman to lie and deceive the customers. I felt ripped off by paying an extra $10 a month for 4 years for nothing. It disgusted me how I was treated by the customer service department in the entirety. As they bounced me around even after i repeatedly asked for a supervisor. At which time they just kept reading off a script and saying there was nothing they WOULD do.

  Business Response

  Date: 03/01/2024

  February 29, 2024
  
  
  
  *******************************
  ***********************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ******************:
  
  On February 7, 2024, we received your complaint, dated February 7, 2024, filed with the Better Business Bureau.
  
  You stated you are not receiving the data allotment that you were promised for your service plan. You requested an adjustment to your account.
  
  When we spoke today, I informed you that 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.
  
  In the interest of customer service, I applied an adjustment of $60.00 to your account. Please allow 24 hours for this to appear in your billing.
  
  Sincerely,
  
  
  
  ***********************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:          ****** / ******* Better Business Bureau
                  ****************************************
                  ******, ** 80210
  
                  *****************************
  

  Customer Answer

  Date: 03/01/2024

  This is somewhat resolved. I still would like to know what actions were taken against the customer service department who I believe mistreated and ignored me.

  Business Response

  Date: 03/12/2024

  March 11, 2024
  
  
  
  *******************************
  ***********************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ******************:
  
  On March 7, 2024, we received your rebuttal, dated March 7, 2024, filed with the Better Business Bureau.
  
  You rejected our response as you wanted to know what actions will be taken internally regarding the unpleasant customer service experience you had.  
  
  At Boost Mobile, we strive to provide excellent customer service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be shared with the appropriate personnel. Unfortunately, we cannot divulge what actions are taken internally.
  
  Sincerely,
  
  
  
  ***********************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  **************************************************************** / ******* Better Business Bureau
                  ****************************************
                  ******, ** 80210
  
                  *****************************
  

• Initial Complaint

  Date:02/07/2024

  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 attempted to upgrade my device several times on 2/5 but the transaction would not go through. I called an attempted to try again on 2/6. Emailed for help and was told that my payment was declined. Same when I called. I contacted my card issuer and was told that there is nothing wrong with my account and they showed no sign of an attempted charge by Boost. My existing Boost phone no longer gets 4g, much less 5g and is basically unusable. All I want to do is spend some money and buy a new phone from Boost. A quick ****** search shows that there are many others having this problem. Are the phones you list for sale on the website actually available or not?

  Business Response

  Date: 02/15/2024

  February 8, 2024
  
  
  
  Mr. *****************************
  ******************************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ******************:
  
  On February 7, 2024, we received your complaint, dated February 7, 2024, filed with the Better Business Bureau.
  
  You stated that you have attempted unsuccessfully to upgrade your device on two occasions. You mentioned that you were told there was a problem with your payment method; however, after contacting your card issuer you were told no payment attempts have occurred. You requested assistance.
  
  A review of your account reflects that an error occurred while the orders were being attempted on February 5 and 6, 2024, resulting in them not processing. If you have further questions regarding this, please email *********************** You can also visit your local retail store for further assistance upgrading your device.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************;

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21257707
  
  I am rejecting this response because I tried once again, earlier tonight to order the phone online with the same results. There is no Boost store where I live. Bottom line - you offer this phone on your website but it is impossible to actually buy it. I believe this does fall in the realm of false advertising, yes? I thank you for your reply but my complaint stands. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/28/2024

  February 24, 2024
  
  
  
  Mr. *****************************
  ******************************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ******************:
  
  On February 23, 2024, we received your rebuttal, dated February 23, 2024, filed with the Better Business Bureau.
  
  You stated that you are rejecting our response, as you tried to order the phone again with the same results. You also indicated there is no store near you.
  
  Our records do not indicate another attempt was made online to purchase a device. The last attempt was on February 6, 2024.
  
  As you were advised in our previous response, for any further issues regarding your order not going through, please contact ***********************
  
  While there may not be a Boost Mobile store near you, there are national retailer stores, such as ******** Target and Best Buy, close by that sell Boost Mobile phones.
  
  While we regret that you do not agree with the information in our previous correspondence, we respectfully consider the issue closed.
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************;

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21257707
  
  I am rejecting this response because:

  I did indeed attempt to purchase the phone in question again on the 23rd and once again received a message that the order could not be processed and that any charge against me account would be reversed in the following few days. As before, there was no charge against my account.

  The stores listed as Boost vendors are in fact not Boost stores and have nothing to offer but a few phones, none of which is one that I want and certainly not at the prices advertised on the Boost web site.

  The issue here is not how far I have to travel to purchase a phone. The issue is that upon logging on to your website, I was offered the opportunity to purchase an upgrade to my phone. I selected not just one, but two phones and attempted to make the purchase several times, only to receive the aforementioned error message each time. I even called to make the purchase and they received the same message I did, and suggested that I go to a Boost store, of which there are none within 85 miles of me. I have yet to receive and explanation as to why I am unable to purchase the phones listed for sale on the Boost website as an upgrade.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/05/2024

  Type:Billing 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.

  Boost Mobile is scheduling cancelled line requests one day into the next billing cycle and then charging for the entire future billing period before cancelling my prepaid service. My service was prepaid from the 7th of each month. On the 31st in my current prepaid billing cycle I requested my line be cancelled immediately, and the representative told me that since I prepaid that the service would remain active through the end of the period. My account reflected a "pending cancellation" for the 8th, which seems legit until I received and invoice for the next months service, which I obviously don't want since I instructed them to cancel my line a week BEFORE the next prepaid billing. Upon seeing this charge 2 days early I have made multiple calls to Boost Mobile billing only to be told Sorry, that's how our system works and there is nothing they can do.I believe this is a fraudulent policy in that Boost Mobile is collecting an extra months payment for SERVICES NOT RENDERED. They are purposely putting every customer who cancels a line one day into their next billing period, and pocketing that extra months payment as a defacto "cancellation fee" - when instead they should be prorating the account for the unused days of prepaid service, or at least honoring a cancellation request IN THE PERIOD IT IS REQUESTED and not forcing it into the future billing period BY A SINGLE DAY.

  Business Response

  Date: 02/26/2024

  February 21, ****
  
  
  
  *********************************
  *************************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **********************:
  
  On February 16, ****, we received your complaint, dated February 5, ****, filed with the Better Business Bureau.
  
  You said that Boost Mobile scheduled your line to be cancelled a day after your billing cycle started and you disputed being charged for a full month of service. You requested a billing adjustment.
  
  Boost Mobile does not offer prorated credits for the time you did not use the service. However, as a courtesy, I applied a one-time credit of $10.00 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, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *****************************
  
  

  Customer Answer

  Date: 02/26/2024

   
  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,
  
  *****************************