Complaints

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

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  2411 N Wellesley Spokane, WA 99206

• 

  Boost Mobile

  5122 Ne M L King Blvd Portland, OR 97211-3234

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  Boost Mobile

  3767 Eastern Blvd Montgomery, AL 36116-7312

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  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

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:02/02/2024

  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.****

• Initial Complaint

  Date:01/31/2024

  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 December 23rd I purchased a Celero 5G from Boost Mobile. I was told by the woman who sold me the phone that phones purchased online from Boost Mobile had to come to the store to be activated. I later learned from a Boost rep on the phone that this is not true. Those phones CAN be activated online. OK, they got me on that one. I would have purchased this phone online had I known that was the case. I paid $206 for this in-store purchase. I was not given an itemized receipt only my credit card receipt. Later that day I tried making calls and learned no one could hear me. The microphone on the phone was not working. I returned to the store the next day (December 24th) and requested a full refund. After speaking with a Boost rep on the phone I learned you are *********** a full refund within ****************************************** $112. I asked why am I only getting half my money, it's a day later and the phone doesn't work. I was not give a satisfactory explanation and he refused to give a full refund. I left the store and filed a complaint over the phone with Boost Mobile (ticket *******). I spoke with 2 Boost reps that day, ***** (ID ***) and ***** (9541). Both assured me I was due a full refund. The case would be resolved and I would be contacted. I never was. I made several more calls to Boost and documented them all. Finally a rep, who said his name was ***** asked me to go to the store and he would call me upon my arrival to settle the matter. He never called. Since I was already there I decided to try one more time. Now the clerk says no, there is nothing we can do because you are outside the return period! Knowing this might happen I had specifically asked the Boost rep what would happen if the dispute lasted ***************** period. "Oh no", they said. "We have it documented that you lodged this complaint the day after you bought this phone. I am tired of this and want a full refund.

  Business Response

  Date: 02/26/2024

  February 21, 2024
  
  
  
  *******************************
  6 ************.
  ***********, ** 21228
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ********************:
  
  On January 31, 2024, we received your complaint, dated January 31, 2024, filed with the Better Business Bureau.
  
  You said that on December 23, 2023, you purchased a Celero 5G from a Boost Mobile retail store and found out later that the microphone was not working. You went back to the store to return it for a refund, but you were only offered a partial refund.
  
  When we spoke on February 21, 2024, I informed you that Boost Mobile stores are independently owned and operated, and as such, they maintain their own phone inventory, and set their own return and exchange policies. I forwarded your complaint to our Retail Escalation Team, and I will reach out to you once their investigation is completed.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:01/31/2024

  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 had purchased 4 eSim cards for $176.00 on 01/09/2024from my cellphone providers website (Boost Mobile) for a 10 day vacation to ******* I was taking 01/12/2024-01/21/2024 with my wife and 2 children.I read all the instructions on their website to make sure are phones able to use them,It states on boosts website that all you have to do is scan the ** code with your phone and when you get to your destination the eSims will activate giving you service.As soon as I purchased them on 01/09/2024 I received an email with 4 ** codes, I had tried to scan them and I got a message telling me to contact my provider, that my phones were locked.I immediately contacted boost who told me it takes one business day to unlock and they would be unlocked on 01/10/2024,But they werent unlocked and I continued to scan the the ** codes and call boost mobile every day and they continued to tell me every day that our phones would be unlocked tomorrow this started on 01/09 and every day till 01/19 with only 2 days left of my vacation left I gave up.I called them after I came home trying to receive a refund, But they tell me now that my phones are unlocked and I can use these eSIM card now, that are only good for use in ************* now that my vacation is over and wont give me a refund.

  Business Response

  Date: 02/20/2024

  February 12, 2024
  
  
  
  ****************************
  ***************************************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ****************:
  
  On January 31, 2024, we received your complaint, dated January 31, 2024, filed with the Better Business Bureau.
  
  You stated you were unable to use four different eSIMs you purchased from Boost Mobile for use on a vacation, due to difficulty unlocking your Boost Mobile devices. You requested a $176.00 refund.
  
  The process of unlocking Boost Mobile devices may take up to four days. An error that has since been resolved caused your unlock request, placed on January 9, 2024, to be completed January 15, 2024.
  
  In the interest of customer service,I applied a $176.00 credit to your Boost Mobile account. Please allow 24 hours for your billing to be updated.
  
  Sincerely,
  
  
  
  ***********************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** / ******* Better Business Bureau
                  **********************************, #***
                  ******,** 80210
  
                  *****************************

• Initial Complaint

  Date:01/31/2024

  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 was told that I could activate service with a new number and then transfer my number from my old carrier over at a later time and now I find out that's not true and that I have to activate a whole new line and then send my phone back which is ridiculous.

  Business Response

  Date: 02/05/2024

  February 2, ****
  
  
  
  *************************
  ********************** 548
  *******************************************;
  
  Re:          BBB Complaint #********
                  ************ -************
  
  Dear **************:
  
  On January 31, ****, we received your complaint, dated January 31, ****, filed with the Better Business Bureau.
  
  You said that you were told you could activate your service with a new number, and then port your old number over at a later time; however, in order to do so, you would have to return your device.You requested to transfer your phone number and not send the phone back.
  
   When we spoke, you told me you no longer want to port over your phone number.
  
  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
  DISH Wireless, L.L.C.
  
  ***************************************************************** / ******* Better Business Bureau
                  *********************************************;
                  ******,** 80210
  
                  *****************************
  

  Customer Answer

  Date: 02/05/2024

   
  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. ****** did give me another option to port my number over but I had already given the new number to everyone including family and friends. I sincerely appreciate and applaud the efforts by ****** because she was more than happy to help out! ??
  
  Sincerely,
  
  *********************

• 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.

  I called customer service to receive my account number,I was informed that I am eligible for a 50% off dis count on my next bill I said okay ask for my account number still. after I receive my account number I asked for the 50% off discount, I was told I no longer qualified for the discount because I received my account number. I asked for that information in writing legal writing or somewhere online where I can read the statement va ******* policy I was told" it's legal because they said so "And the phone was hugged up in my face. I have a huge following I will be going public and removing any family members off of your service

  Business Response

  Date: 02/22/2024

  February 21, 2024
  
  
  
  *****************************
  IN *****
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **************:
  
  On January 31, 2024, we received your complaint, dated January 31, 2024, filed with the Better Business Bureau.
  
  You stated that you called in to customer care and you were informed you qualified for a 50% discount off of your next bill. You then spoke to another agent, who told you that you no longer qualify.
  
  When I attempted to call you today, I was not able to hear you the first time and when I called back, I left a voicemail.
  
  In my voicemail, I informed you that our website states that the half-off discount offer is online, requires AutoPay and is for new customers only. A review of your account shows you began service on July 27, 2023, which means you do not qualify for this offer. However, as a one-time courtesy, I applied a credit of $12.59 to your account, which should show up in the next ***** hours.
  
  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: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.

  I purchased a phone from Boost Mobile on Jan 5 2023 it went to *** on the 6 & was lost. I still have have not received the phone. They are making me deal with *** to file a claim for the phone and refuse to send me a replacement phone or refund my money. *** needs the **** NUMBER to be able to find the correct phone and Boost Mobile says that they don't have it. As a business they should have documentation of all the numbers for this phone. They refuse to deal with *** to make a claim and send me a replacement. The only way I get the phone I paid for is if *** FINDS IT AND WHEN THEY FIND IT. NOR WILL THEY REFUND MY MONEY.

  Business Response

  Date: 02/13/2024

  February 3, ****
  
  
  
  *******************************
  ***************************** 108
  *****, ** 46711
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ******************:
  
  On January 31, ****, we received your complaint, dated January 31, ****, filed with the Better Business Bureau.
  
  You stated that you purchased a device on January 5, ******** it was lost during shipment and we refuse to send you a replacement or refund. You requested a refund.
  
  Our records indicate that the actual purchase you refer to was on January 5, ****, not 2023 as indicated in your complaint. On January 11,****, a refund of $21.39 was issued to the card ending in ****. On January 16,****, an additional refund of $6.77 was issued to the same card. You also received $90.00 in account credits on February 3, ****. 
  
  As our records show you have already received your refund for the missing order, we respectfully decline your request for any additional refund.
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************;

• Initial Complaint

  Date:01/30/2024

  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.

  Before Christmas 2023 I received a text message telling me I was eligible for a upgrade to my phone. I immediately went to the website to purchase my upgrade. I picked my phone and submitted my check out and received an error message. The next day I call the customer service support line and explained my issue. The customer service representative went into my account and asked me for my payment information and what device I wanted to upgrade to and my shipping address. She did verify the name on my credit card I was using was in my name. She attempted the transaction and also received the error message. She explained that she had to escalate to the *********************** a few days later they respond saying it must be a issue with my credit card and to try a different one. So I did what was asked. I tried a total of 9 different cards debit and credit still received the error. Sent them a email and they sent me one back saying I would have to go to a boost store to make the purchase. I went to 2 stores the phone was not in stock and they could not order the phone for me. I called over 13 stores and was told the same thing.no one can help me. I have spoke to several manager and no one can give me a solution to my issues. They just keep telling me to wait and a manager will call me back. But never received the call. I'm just trying to buy a new phone at my discounted price. But no one from upper management will help me. The new phone : Edge+ 2022. I keep hitting brick wall just to make this purchase from a company I have been loyal to for more then 2 years. Please help me get a resolution to this issue. Boost Mobile is owned by Dish network

  Customer Answer

  Date: 02/23/2024

   A week ago I Rep **** Boost mobile contacted me went over all the info I had submitted in the original complaint. He did not offer me a solution to my problem but he did repeat it must be a problem with the payment methods I have tried to use. I would accept that if it was not for the problem that I can make my bill payments with these same bank cards on my Boost one account but not on my ********************** account. Then to add insult to injury I received another text message today with a different offer for a Moto stylist 5g 2023 128gb for $39.99 so me thinking maybe this mean they have fixed my problem so I went to the online website clicked on the phone my upgrade was offered for and he price is different I was offered $39.99 for my upgrade through text but in my account online the price is $59.99 a whole $20.00 more and the the superior in the customer service department told me he could not honor my offer and then he tried to lie and say I had to go to a Boost mobile store but it's up to the store to decide to honor boost mobile offer. So my problem has not been solved it has only gotten worst and we are going into 3 months with no resolution. This has been the poorest customer service I have ever experienced from any company I've trusted to do business with 

  Business Response

  Date: 03/07/2024

  February 29, 2024
  
  
  
  Ms. *******************************
  **************************************. 20A
  *********, ** 89104
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ******************:
  
  On January 31, 2024, we received your complaint, dated January 30, 2024, filed with the Better Business Bureau.
  
  You stated that you attempted to place an order for a device through our website, but you received an error during the purchasing process.You were told to try a different payment card, but none of the other cards you had worked either. You requested assistance in ordering the device.
  
  We spoke by telephone on February 16, 2024. I sent the issue to our back office teams to determine why the order was rejected. Their investigation revealed that all payment attempts shown in our system were attempted on the same payment card, and each time it was declined by our system as being potentially risky. If you would still like to purchase a device through our website, please use a different form of payment.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
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