Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

4,982 total complaints in the last 3 years.
1,511 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:02/07/2024
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,

*****************************
Initial Complaint
Date:02/05/2024
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.
Three days into my monthly plan I received an email stating I had used 85 percent of my monthly data, which is 29 gigs of data, which is absolutely impossible. During those three days I used the phone less than normal, which is around ***** gigs over a whole month. So in short they are saying that I used two months of data in three days.Carrier also showed hotspot usage of over 6 gigs, but I hadn't even enabled hotspot during that time. **************** could not give any explanation or remedy for the situation. I believe these wireless providers should be required to be able to show proof of how they have counted such high data usage in such a short period of time.
Business Response
Date: 02/28/2024
February 26, 2024

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

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

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

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

You stated that you received an email three days after you entered a new billing cycle showing that you had used ***** of your allotted 35 GB of data. You called in to customer care about it, but no resolution was offered.

This issue seems to have been resolved; your data usage is currently showing ***** GB of data used with five days left in the billing cycle.

Sincerely,

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

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

                *********************
Customer Answer
Date: 03/02/2024
Obviously the data was reset sometime during the month, but not at the same time the billing cycle reset as it should. I did not look every day to see when it reset, if it did reset, or if it's always just some random number. However, this month I will be watching for the reset.
Here is a screenshot of my Boost Mobile dashboard showing my data usage as of the last day of my billing cycle taken 3/1/24, and one showing the first day of the new cycle taken 3/2/24. Absolute proof it's not resetting with billing cycle.
This is not only poor business practice, but also makes it impossible for one to know exactly how much data they're actually using per month.

Business Response
Date: 03/12/2024
March 11, 2024

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

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

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

On March 8, 2024, we received your rebuttal, dated March 8,2024, filed with the Better Business Bureau.

You stated that your data allotment does not reset with the billing cycle, as it should. You provided screenshots of your data usage on March 1 and 2, 2024, showing that the data did not reset. You said this makes it impossible to know how much data you are using each month.

We concur that your data had not reset on March 2, 2024.

At Boost Mobile, your data does not reset when the billing cycle changes, or when a payment is made. The data usage resets within a few days after the billing cycle date. In your case, for the current month, your next billing date is April 1, 2024, and your data will reset on April 3, 2024. This is our normal business practice.

Your data usage is visible in the mobile application and through our website, and can be checked at any time during the data cycle to verify how much data has been used in any given month.

Sincerely,

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

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

                *********************
Initial Complaint
Date:02/05/2024
Type:Service or Repair 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 attempted to use the Boost Mobile app, on my phone, starting on Saturday, February 3, 2024 to add a single 1-time 2GB of data for $10 onto my account. Their website wouldn't allow the transaction, even after several attempts. So, on Sunday, February 4, 2024, at approximately, 11:23a.m., I contacted customer service and explained the situation. The representative stated that because of an error on their part, my account can only accept the recurring option to add $10 to my plan, permanently for the extra 2GB of data, or purchase a new device. Being that those options were ridiculous, I asked for a Supervisor or Manager. At that point in the call, I didn't receive a response from the representative, so I hung up and called back. When I finally connected with another representative, I explained the situation again, and immediately asked to be transferred to a Supervisor. This representative was more logical and stated that the options that were presented to me were bizarre, so he transferred me to the Supervisor. After speaking with the Supervisor for almost an hour, she stated that her only option was to add the recurring charge, even though she acknowledged that there's an error on my account, but there's no resolution to resolve it. I needed the add-on, so I gave her permission to add it. Now, my monthly plan is $45 instead of $35, even though they charged me the $10 already, and they won't take the extra charge off or provide me with a credit for the inconvenience
Business Response
Date: 02/26/2024
February 20, 2024

Ms. ****** Times
***********************************************************************************

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

Dear Ms. **************** February 6, 2024, we received your complaint, dated February 5, 2024, filed with the Better Business Bureau.

You said that on February 3, 2024, you attempted to add a one-time 2 GB data pack to your account through the app, but you were not able to; therefore, you called customer service and you were informed that, due to a system error at the time, only the recurring add-on was available. You requested the recurring charge for the 2 GB data pack be removed and to restore your monthly rate to $35.00. You also requested the ability to add one-time data packs and to receive a refund of the $10.00 paid for the data pack on that day.

A review of your account shows that the recurring data pack was removed on February 3, 2024, restoring your monthly rate to $35.00. You are now able to add one-time 1 GB and 2 GB data packs as needed. You received a prorated credit of $8.43 on February 7, 2024.

Sincerely,

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

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

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

Customer Answer
Date: 02/27/2024

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,

****** Times
Initial Complaint
Date:02/05/2024
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 bought a SIM card from Boost Mobile and it did not work in my daughters phone. I went into the store and the guy said it would never be able to work in her phone. He then canceled everything because obviously I couldnt use it. Today I receive a charge of $27 on my cash app card and when I called Boost, not only were they rude but they simply saidDispute it with your bank!. I have called a number of times to get a corporate number or email and they keep saying they dont have one! All I wanted was my $27 refund and I would not have made a fuss but this is ridiculous.
Business Response
Date: 02/26/2024
February 20, ****

Ms. ***********************
**********************
************, ** 30134

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

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

On February 6, ****, we received your complaint, dated February 5, ****, filed with the Better Business Bureau.

You stated that you purchased a SIM card to activate a line for your daughter, but you were told her device is incompatible and the account was canceled. You were then charged for a new month of service. You requested to receive a refund.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; nonetheless, I authorized a refund of $26.59 as an exception. Please allow seven to ten business days for processing.

Sincerely,

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

***************************************************************** /******* Better Business Bureau
                ***********************************350
                ******,** 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:02/05/2024
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.
Whose mobile did not provide data when the bill was paid they took gaze to add the data back to the phone I'm not the only one there are many other complaints
Business Response
Date: 02/28/2024
February 23, 2024

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

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

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

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

You stated you were not receiving a data connection. You requested a billing adjustment.

Our records indicate you scheduled your service to be disconnected on March 3, 2024.If you would like to keep your current telephone number, please port it out to your new provider beforehand.

I issued a $25.76 refund of the last payment made; please allow seven business days for processing.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:02/05/2024
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 WITH THIS COMPANY FOR ALMOST 20 YEARS AND HAVE NEVER RUN OUT OF DATA. i AM CAPPED AT 35GB WHICH i NEVER WAS BEFORE. 2 MONTHS IN A ROW i HAVE RUN OUT OF DATA. SUPPOSEDLY I HAVE UNLIMITED DATED
Business Response
Date: 02/26/2024
February 20, 2024

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

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

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

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

You said that in your nearly 20 years with us, you have never run out of data. You added that you supposedly have unlimited data.

Your account history shows that you have exceeded your allotted data allowance of 35 GB per billing cycle. In addition, the data packs you have purchased are also capped due to usage.

As previously stated, your plan provides for 35 GB of high speed data. Once you have reached this limit, your data speed is significantly reduced or throttled; however, you still have unlimited access. Once you make a payment on or about your billing date, your data limit is reset. It is highly recommended that you connect to a secure Wi-Fi network as frequently as possible to limit the speed of usage for your allotted data.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:02/05/2024
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.
Purchased a phone from a Boost Mobile store in December 2023 in ******* ** for $180 before taxes and activation fees. Phone quality was terrible so I attempted to return the phone for a refund, however the associate at Boost Mobile told me the phone was sold as-is since it was an in-store purchase and they do not give refunds. She also told me that "you get what you paid for". As in, I purchased a cheap phone so I should've expected a terrible quality device. This phone wasn't usable for my needs so I purchased another better quality phone through the boost mobile website, also for $180. I took the sim out of the old phone and activated the new phone with that sim. Flash forward to February 2024 and I receive an email from Boost Mobile stating that one or more of my phones had not been activated yet, and if I don't activate my phones by a certain date, I will be charged the full price of the phones, minus what I already paid for them. 2 days later, I was charged $583 to my credit card by Boost Mobile for the alleged non-activation fee. Both phones I had purchased were sold as-is at the listed prices. ****** searches for both phones shows that both phones combined values are no greater than the $360 I paid and had agreed to pay. Therefore the additional $583 charge is completely unwarranted, especially because both phones were in fact activated and used at one point. I contacted a Boost Mobile representative through their online chat support, and the representative couldnt even find the charge I was complaining about. He/she told me to file a fraud complaint with my credit card company to receive a refund as he/she can't issue me a refund due to not being able to see the charge on my account. I filed the dispute, but am putting in this complaint to insure that I received the refund as I did not authorize this $583 charge and was never at any point told by a Boost Mobile representative there would be a non-activation charge on a prepaid sold as-is phone.
Business Response
Date: 02/26/2024
February 21, 2024

Mr. *********************
**********************************
***********, ** 17301

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

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

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

You stated that you purchased a replacement device in December 2023 through our website and when you received it, you inserted your existing SIM card and activated the new device. However, in February 2024, you received notice to activate the device or that you would be charged for it. A few days later, you were charged $583.00. You maintain that the charge is unwarranted as the device is valued at $180.00. You requested a refund.

Our records indicate that you activated your current account under telephone number ************** in December 2023 at a Boost Mobile retail store.You then ordered a ******** g 5G device through our website for $201.39, and activated that device. The device for which you were charged $583.00 is not associated with this active account.

The purchase in question was made on account, ************ under the telephone number **************, on April 16, 2023, for $211.99. The device ordered was a ******** Edge+ 2023 (IMEI ***************). This device has never been activated in our system, causing the fee of $583.00 to be charged per the Boost Mobile Terms and Conditions. The **** (Manufacturers Suggested Retail Price) of this device is $799.99.

The fee charged for the purchase of the ******** Edge+2023 is valid and no refund is warranted.

Sincerely,

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

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

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

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