Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,976 total complaints in the last 3 years.
1,509 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/03/2024
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.
From 05/2023 to 01/2024 I have been over charged on my prepaid boost mobile account they are rude hanging up in my face calling liars as well as telling me that I am wrong and basically stupid cause I am not seeing what I am looking at on my payment history they have over charged me close to 2000 dollars and won't replace it or add it to my account they have refuse my data so the phone basically is call and text not unlimited everything like they agreed to before I ever went into service with them they haven't honored any thing they claimed to do and now my phone o got from them doesn't work at all and they won't let me go further back in the payment history to prove my case to them I only pay ***************************************************************************** and their numbers all go to the same place so they got bought out buy dish and you can't even get help from them either they think I'm crazy I'm telling they have no corporate office or number or solutions to anything they also allowed another phone service turn off my phone get into my account easier than it is for me to get into my account if I forgot my password so help
Business Response
Date: 02/28/2024
February 7, 2024

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

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

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

On February 5, 2024, we received your complaint, dated February 4, 2024, filed with the Better Business Bureau.

You said that since May 2023, you have been overcharged by close to $2,000.00 and we refuse to credit any of this amount to your account.You also stated that your data is not working even though it is supposed to be unlimited. In addition, you expressed your dissatisfaction with the customer service you received.

Our records show that since May 2023, you have paid a total of $590.00 with a total amount of charges equaling $510.00. You currently have a credit balance on your account of $81.00. Please note that all payments shown as made on the account were done by you logging into your online account or paid through our automated system.
Additionally, the screenshots you attached do not show that you have been overcharged. If you look at your payment history, you will see a line item for the monthly recurring charge and then a line item for your successful payment. Please note that this does not indicate two charges for one month.

A review of your account reflects that you are on a $50.00 Unlimited Talk and Text plan with 35 GB of data. Please note you are not on an unlimited data plan.

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

Sincerely,

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

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

                *********************
Initial Complaint
Date:02/03/2024
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.
On May 05, 2023 Dish Wireless / Boost Mobile (boostmobile.com) billed for a free device and failed to refund to consumer said amount as well as issue a device unlock, claiming that "service has not been provided for 12 months" when it has and boost agents have confirmed through three ticket escalations to be valid, no action has been taken as far as applying statement credits for the next twelve months, or UICC unlock code to be sent for IMEI ending in 0033 Complaints from the *** have been ignored about false advertisement and given that they sold me a free phone and then denied billing for said credits, I would like the company to take action, which I doubt will happen ---Voicemail of agent confirming 12-months of Service ********************************************************************-dishboost-012524/s-ulLaBexWfEQ?si=ec2475815629405089a4a27fdf8a50b0&utm_source=clipboard&utm_medium=text&utm_campaign=social_sharing
Business Response
Date: 02/22/2024
February 20, 2024

***************************************
************************, Floor Two
Henrico, ** 23229

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

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

On February 5, 2024, we received your complaint, dated February 3, 2024, filed with the Better Business Bureau.

You said you were billed for a device that was supposed to be free, and we failed to unlock the device or provide account credits. You requested a billing adjustment.

There is no record of an offer or promotion for a free device that you would have qualified for and there are no current offers for free devices.

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 device has not been active with Boost Mobile for at least 12 consecutive months, your request for it to be unlocked is declined. We require customers to keep service with us for 12 months, as we sell devices at a discounted rate.

Our records show that you have been receiving credits on your monthly bill via Boost coins. Your request for additional billing adjustments is declined.

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:02/03/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a device through ****************** and received horrible service, the device was activated and porting my number would not go through. So within the 10 day return policy I contacted customer service to return the device and cancel my service. They had stated they would send me the return slip and two weeks went by, I contacted them every week for a return slip to ship the phone back and every time they stated it was coming the next day, then the next day. I finally reached out to a supervisor for the return slip, they had stated I could just ship the phone back to there corporate location which I did. I never received the refund from them, and when they did refund me it was for only $50 service instead of $300 for the device. The $50 also was not refunded to my card, but to the boost mobile account which I could not withdraw, and they still took it for service which I canceled. Now, I received an email from boost mobile that if the phone is not activated by feb, 8th they will charge me full price for the device AGAIN, which I returned to them and I never received a refund for the device at all. At this point I want to completely close my account with ******************, and they do not charge me for the phone again. It is not in my possession, they have the device.
Customer Answer
Date: 02/03/2024
Thank you so much. I do have one question, the email that was sent to me stated they would charge my card the amount of the phone on the 8th of February. Is there anything I can do to dispute this so they dont charge me for the device?
Business Response
Date: 02/26/2024
February 22, ****

*****************************
897 ******* S., Trlr. 96
***************, ** 53551

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

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

On February 5, ****, we received your complaint, dated February 3, ****, filed with the Better Business Bureau.

You said you ordered a device from ********************, but you were unable to activate the service. You returned it, but you have not received a refund and recently you received notice you would be charged full price if it is not activated.

My attempts to contact you at the number on your complaint on February 21 and 22,****, were unsuccessful, but I left a voice message with my contact information.

A review of your account indicates a return authorization was created on July 5, 2023, but I was unable to find any record of the device being received. Please contact me at ************** with proof of return, so I can assist you.

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: 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,

*************************
Initial Complaint
Date:02/02/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an iPhone XS for $315.34 from the Boost Mobile website on 11/2/23 (order # ****-264662-0851). The package was never delivered by the expected date so I reached out to the carrier, **** where they said it was at a facility but they could not locate it (tracking # 1Z52A2590314128906). I had a month-long back-and-forth between Boost and *** since neither claimed responsibility. In early December 2023, I filed a dispute with my credit card and given the circumstances, the dispute was immediately approved on 12/9/23 and I received my money back. The same day, my phone service was disconnected and Boost said there was a charge of $315.34, the exact amount of the phone I purchased, on my Boost mobile account because of the chargeback. They said I would not have service until I paid that amount, which I found extremely unethical but I complied and made the payment on 12/11/23 through my Boost mobile account so that I can have cell phone service for work. After this, the back and forth with *** and Boost resumed until *** admitted they lost the package on 1/2/24. They attempted to contact Boost Mobile to get forms to issue a refund to Boost so that they can refund me since they cannot directly reimburse the recipient. *** was unable to contact them and received no response. Since then, I have been calling Boost every 2-3 days to get them to send the required forms, an original invoice & a payment form since *** informed me that material could only be accessed through the *** account of the shipper, Boost mobile. They have made many claim tickets but no progress has been made and every time I call, we go through the whole process again just for them to do the same thing. It has been 3 months now since this issue started and I just want the refund directly sent to me from Boost. It should not be my responsibility to coordinate between *** and Boost to get this matter resolved and my refund complete. The full complaint and more information are in the attached files.
Business Response
Date: 02/20/2024
February 15, ****

Mr. *************************
460 ********., Apt. 505
***********************************

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

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

On February 2, ****, we received your complaint, dated February 2, ****, filed with the Better Business Bureau.

You said you ordered a device on our website, but you never received it. You disputed the balance with your credit card company, and your service was interrupted. You indicated that you have been working with Boost Mobile and *** regarding your claim and refund, but you were unable to come to a resolution. You requested a refund.

Because you disputed the $315.34, these funds were returned to the card used to make the purchase; however, the balance remained on the account, as it is considered valid. Because Boost Mobile is a prepaid service,an account is suspended if there is any balance.

I requested for a refund of $315.34 to be issued. Please allow **** business days for processing and delivery.

We apologize for the inconvenience.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 02/22/2024
Hello, I can confirm that I finally received the money from boost in my bank account. I really appreciate all the help from BBB. I also just wanted to say that it is truly ridiculous that I had to complain to BBB to get my money back after 3 months of constant back and forth as well as time wasted. This is not the first time Boost has done this and it wont be the last. I hope there is some sort of repercussion or intervention to improve their system. Thanks again for your time in this.
Customer Answer
Date: 02/22/2024

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:02/02/2024
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.
This is the receipt when I first purchased it the six months plan ahead This is boost mobile store wireless company
Customer Answer
Date: 02/02/2024
11/30/23 I purchase a phone and a plan for the month And then the second purchase was6 months prep paid ahead.12/29/23 I canceled the service and was promised that my 6 months ahead will be refunded to me. It never was then I keep going back and forth with the store and the **************** ****************** says the store has to refund me because it was all done at the store So I explained this to the store manager **** and he laughed at me Said he can't do nothing about it To call the customer service because they can only do the refund I'm not happy and want a refund Also, my bank account is closed. So I would like a refund by check in the all possible are cash in person I have received some proof of when I bought it and when I cancel the account
Business Response
Date: 02/26/2024
February 17, 2024

***************
15 Fledler Ct., Unit H
******, ** 63026

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

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

On February 6, 2024, we received your complaint, dated February 2, 2024, filed with the Better Business Bureau.

You said you purchased service six months ahead of time, but then canceled and were told a refund would be issued. You also expressed frustration with the customer service you received at the store you visited.You requested the refund.

Boost Mobile stores are independently owned and operated; as such, they maintain their own and set their own return and exchange policies.Because you made the purchase at the store and you are requesting a refund for the remaining service outside the seven-day return window, your request for a refund has been declined.

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.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:02/02/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 25 24. I was trying to buy a iPhone 15 ********* tb for $1,695.00, but the sales man sold me a iPhone 15 pro *** with 256 gb. For $1,695.00. The iPhone 15 pro *** 256gb sells for $1,395.00 with tax transfer of number everything. He give me a receipt and I asked for a detailed receipt he said the machine was down. I go home and come back the next day when I found out he did not sale me the iPhone 15 pro *** **** He told me there was no refund or exchange. I told him he did not sale me what I wanted and I would like to speak to the owner. He said the dont come to the store. I told him they are scam people out there money. I still have not got in contact with the owner. They told me not to come back to the store.
Business Response
Date: 02/28/2024
February 26, 2024

*****************************
******************************************
******, ** 60419

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

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

On February 6, 2024, we received your complaint, dated February 2, 2024, filed with the Better Business Bureau.

You stated that on January 25, 2024, you attempted to buy an iPhone 15 ********* TB for $1,695.00. However, the store salesman sold you an iPhone 15 Pro *** 256 GB instead, which retails for $1,395.00. You said that when you asked for a detailed receipt for the purchase, he said the machine was not working. When you came back the next day, you were told that you cannot exchange the device or return it for a refund. You requested to be refunded the difference between the two phone models.

Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies.

When we spoke on the phone today, I informed you that a ticket has been created to investigate this retail location. Once I have more information, I will update you. I gave you my contact information, *************, so you may contact me with any further questions or concerns regarding this issue while the investigation continues.

We apologize for any inconvenience this may have caused.

Sincerely,

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

cc:           ******* Communications Commission
                ***************************************************************

*****************************
Initial Complaint
Date:02/02/2024
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.
They sold my husband the wrong phone, than what was advertised. We went to return or exchange, in the time frame he was given and was told he could now not return or exchange and could not receive money back. They had admitted to selling him the wrong phone on purpose, because they were out of the phone that was advertised and had a stack of the ones he received in the back. It was stated everywhere in the business that there was a 7 day return/exchange policy but the employee refused. They were extremely rude and unwilling to fix the situation. The employee that sold him the phone admitted to telling him the wrong specs about the phone, and even laughed. They said they were not part of corporate and did not have to follow those rules. We called corporate while we were there and corporate told them they needed to refund the money, and they refused once more. I just wish for this business to not continue to scam unknowing customers.
Business Response
Date: 02/15/2024
February 9, ****

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

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

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

On February 6, ****, we received your complaint, dated February 2, ****, filed with the Better Business Bureau.

You stated that a retail store sold your husband the wrong device and refused to return or exchange it. You also expressed your dissatisfaction with the customer service you both received. You requested a refund.

Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. Please revisit the store where you purchased the device for additional assistance.

In my email correspondence to you on February 8, ****, I advised you that only phones bought on our website have a ten-day return period.I informed you we would not be able to return the device; however, we would make an exception to unlock it. You were also provided a $58.00 refund that will be sent via check to the address we have on file. You accepted this resolution.

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

Sincerely,

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

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

                *********************;
Initial Complaint
Date:02/01/2024
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.
1-31-2024 called with a boost mobile phone card and the money was applied to another phone number so when we called to find out what happened we were informed that there was nothing they could do and we are just out of the money. We have called multiple times on 2-1-2024 and they either can't find the number the money went to or when they do find it we either get hung up on or told by a supervisor that there is no one else we can talk to cause they are trained well enough that there is no one above them. One supervisor named ***** said he didn't have a supervisor but then the next sentence said his supervisor said to hang up. We just wanted our money to be put on the right phone number. We know it's not a big amount but we don't have extra money for them to just take like that.
Business Response
Date: 02/20/2024
February 13, 2024

***************************
*********, ** 25110

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

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

On February 2, 2024, we received your complaint, dated February 1, 2024, filed with the Better Business Bureau.

You stated that on January 31, 2024, you made a payment, but it was applied to the wrong account. You said that you called in several times,but customer care was unable to assist you. You requested the payment be transferred to the correct account.

Our records indicate that on January 31, 2024, you made a $50.00 payment using a Re-Boost card on account ************. When you contacted customer care on February 2, 2024, you were advised we were unable to transfer the payment to account ************ due to the funds already being applied and used on account ************.

As the funds are already showing as used on the account, we are unable to transfer the payment as requested.

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:02/01/2024
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.
Phones were ordered on 12/15 received 12/17. One was activated immediately; the other was activated after Christmas. I contacted Boost because I want to port my numbers back to my previous provider and return the phones. They say I am 13 days out of their guarantee and can not. Boost is not keeping their end of the agreement. This has been my experience with less than 45 days of service. I spent hours on the phone while celebrating Christmas because one of my lines would not activate. I was told both of my phones were on the lost or stolen list and they had to have them removed. it took over 12 hours to activate the phone. I have been receiving reports that certain people receive a fast busy signal every time they call. I went to one of my family members house that complained and tried myself and received the same result. I attempted to call them from my cell, and it went through. I also get complaints from my employees that they call me, and it goes right to voicemail. I had an employee call me standing in front of me while I had 4 bars, and call went to voice mail the first time, second time it rang, third time it went to voicemail. Nothing changed with the 3 calls. We were both standing in the same place, same bars and same location. I have the Boost unlimited access that provides call, text and data coverage in ****** and ******. I traveled to ******, and my phone worked when we first arrived. My second line didn't work at all. After a day of being in ******, my phone stopped working. Only worked when connected to WIFI. This couldnt have happened at a worse time as I was traveling alone with my daughter and wasnt able to call or obtain GPS directions. I use my phone for Business and personal and depend on reliable service. I have experienced too many issues during the time I have been with the company and just want to return the phones, pay for the service I used and forget I ever made the mistake of leaving my previous carrier.
Business Response
Date: 02/22/2024
February 21, 2024

*******************************************
116 ***********.
*********, ** 14624

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

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

On February 1, 2024, we received your complaint, dated February 1, 2024, filed with the Better Business Bureau.

You said that on December 15, 2023, you ordered two devices: one was activated immediately and the other was not activated until after December 25, 2023. Due to many issues you encountered,you contacted us to return the devices and port your phone numbers back to your previous provider; however, you were told that you were out of the service-guarantee window and could not cancel the contract.

My attempts to contact you at ************** on February 20 and 21, 2024, were unsuccessful,but I was unable to leave a voice message with my contact information.

As an exception, I can assist you with the return of your devices and the cancellation of your finance loan. Please contact me directly at ************** to initiate the return process.

We regret any inconvenience you may have experienced.

Sincerely,

***************************
Corporate Case Manager
Executive Escalations Team
DISH Wireless, L.L.C.

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

                *****************************
Initial Complaint
Date:01/31/2024
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.
My husband and I decided to switch cell phone providers and went with Boost Infinite in November ****. We were told our monthly bill would be around $141 per month for two (2) new IPhone 15 Pros which included a monthly amount for the phones.. When we received the bill it was over double the amount we were told.. we immediately called them and were told that would be our monthly bill and would not change it.. We decided to go back to our previous provider so Boost asked for full payment of phones. When we tried to pay the bill, they only took payment for one phone and the monthly bill on Dec. 22, 2023 which posted to our checking account on Dec. 26. They kept saying the payment for the 2nd phone could not be paid until the next billing cycle and have kept the 2nd phone locked and inactive. We have tried to pay for the 2nd phone since that time and they will not take the payment. They have numerous tickets about the problem with no resolution. My last call was Jan. 31, **** and was told once again I could not pay for my phone until the next due date, Feb. 2, ****, and could not guarantee my payment would be taken then. So even though my husbands phone has been paid for and active with another provider, I have not had a phone since December. I have missed multiple calls, from businesses, doctors, family emergencies and personal. *** attempted numerous times to pay for the phone without anyone from Boost Infinite able to take my payment. They even have my credit card information for the payment. At this point I should not be charged for my phone. How many other customers are being held hostage by Boost Infinite?? You may contact me on my husbands phone which I provided in Step 1. Thank you!!
Business Response
Date: 02/07/2024
February 7, ****

********************************
***********************************
*********, ** 28584

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

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

On February 1, ****, we received your complaint, dated January 31, ****, filed with the Better Business Bureau.

You stated that you switched to us in November **** and your monthly bill was supposed to be around $141.00 per month for two months. You decided to switch to a new provider after the first bill you received was higher. You also mentioned that as you canceled your account,the full amount of the phones you were financing is owed. You said you were able to pay off your husbands device, but you have yet to make a payment on yours. You said that despite several calls in to customer care, you have not been provided a resolution. You requested assistance.

Our records indicate your account was established in November 2023 and the first bill was higher because of when the phones were activated: it included two charges for monthly services. Please note that had services continued, the following bill would have returned to the expected rate of around $141.00.

During our phone conversation on February 7, ****, I took a payment for your device and I unlocked it. You were advised that the final bill has not yet generated, and our IT team is currently looking into why; however, there is no estimated date on when this will be fixed.

We regret any inconvenience you may have experienced.

Sincerely,

*********************************
************* Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.

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

*********************;
Customer Answer
Date: 02/12/2024
Just to clarify and based on ************************ comments below I want to disagree with her comment "but you have yet to make payment on yours". As stated in my original complaint, I called Boost Infinite multiple times, and they could not process the payment. So it should be noted that I tried to make the payment, not that I have yet to make the payment!!!!
Also, when I asked several Boost Infinite representatives about the higher bill, and ************************ comment "had services continued, the following bill would have returned to the expected rate of around $141.00, not one person explained the higher bill nor told me the monthly bill would return to $141!! Not one person!!
I will consider this closed but will never recommend Boost Infinite to anyone!!
**** You decided to switch to a new provider after the first bill you received was higher. You also mentioned that as you canceled your account, the full amount of the phones you were financing is owed. You said you were able to pay off your husbands device, but you have yet to make a payment on yours. You said that despite several calls in to customer care, you have not been provided a resolution. You requested assistance.

Our records indicate your account was established in November 2023 and the first bill was higher because of when the phones were activated: it included two charges for monthly services. Please note that had services continued, the following bill would have returned to the expected rate of around $141.00.****

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