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

4,982 total complaints in the last 3 years.
1,508 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:01/23/2024
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.
On or about January 19, 2023, I attempted to have 2 Boost Mobile phones unlocked due to the fact that I had purchased 2 new phones from Boost mobile. The cellphones that I was attempting to unlock were our old ones that had been active since January of 2022, which would mean that we had used them for a full 24 months before we purchased our new ones. Boost mobile is refusing to unlock them because they said that we had not used them for the 12 months prior, but that is a false statement. They refuse to unlock the phones because they are claiming that we did not use them for 12 months after purchasing them, when in fact we had been using them for 2 years. I want them to look deeper into this situation and see that they were activated and in use from January of 2022 to January of **** when we purchased our new phones through Boost mobile and activated them. I am attempting to get the bank statement that proves when we bought the phones, but only Boost mobile can prove what phones we had been using prior to January 2, **** and they are refusing to help me with this. They say that the imei number proves that the phones have not been activated for at least 12 months but again that is wrong because we know how long we used the phones. They were our phones prior to the current ones that were activated on Jan. 2, ****.
Business Response
Date: 02/16/2024
February 13, ****

***************************************
************************************
********, ** 31909

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

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

On January 23, ****, we received your complaint, dated January 23, ****, filed with the Better Business Bureau.

You stated that on January 19, ****, you attempted to unlock two Boost Mobile phones you purchased a year ago. You were told that you have not had either device long enough to have them unlocked. You requested to have these devices unlocked.

A review of your account indicated that all three of your phone numbers are currently in a port-out status. As a one-time courtesy, I unlocked both devices. When I called and left you a voicemail, I advised you to make sure they have the latest software update, then reboot them for the unlock command to be reflected.

Please note, unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

*****************************
Initial Complaint
Date:01/22/2024
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.
Boost Mobile tried to request with a fraudulent check online to my bank for a payment. I never heard of them before nor have I given anyone my information. I dont even write checks anymore. Called company could not find anything wanted more of my personal information
Business Response
Date: 02/12/2024
January 31, ****

***************************
**********************************
Williamstown, ** 08094

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

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

On January 23, ****, we received your complaint, dated January 22, ****, filed with the Better Business Bureau.

You said that Boost Mobile tried to request a check from your bank, but you were unable to find any information regarding this and consider it fraudulent. You requested a refund.

My attempts to contact you on January 30 and 31, ****, at ************** were unsuccessful, but I left a message each time. I also sent an email to ******************** with a request that you contact me.

The attachment you provided is insufficient, and we require more information to look into this issue. Please contact me by phone at ************* or email at ********************* with a copy of a bank statement showing the charge or a request from Boost Mobile with the check number. We cannot consider issuing a refund until we have enough information to establish if one is warranted.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/22/2024
Type:Sales and Advertising 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 had two cell phone lines paid on a quarterly basis. I renewed and paid for one line on October 18, 2023 with a renewal date of January 18, 2024. I renewed the other line on November 18, 2023 with a renewal date of February 18, 2024. Instead of renewing on the scheduled dates Boost Mobile renewed both lines for $91,52 on December 22, 2023 and did not provide any credit for the unused portion. I stopped payment on the $91.52 on credit card. Whereupon Boost Mobile suspended all my service. I spent many hours on the telephone, on their chat line, and in their local store to no avail.
Business Response
Date: 02/16/2024
February 12, 2024

*********************************
***************************
******, ** 62301

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

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

On January 23, 2024, we received your complaint, dated January 22, 2024, filed with the Better Business Bureau.

You said that you paid for your two annual lines before the due dates of January 18, 2024, and February 18, 2024, respectively,but they both renewed on December 22, 2023, and you were not credited for the unused portion. Therefore, you filed a dispute with your credit card issuer,which resulted in a suspension of service. You request a refund for the unused portion.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Therefore, your refund request is denied.

Sincerely,

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

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

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

Customer Answer
Date: 02/16/2024

Complaint: 21183718

I am rejecting this response because:
The response does not address why I was billed on December 22, 2023 when no payment was due as both lines were previously fully paid. One to January 18, 2924 and the other to February 18, 2924. I stopped the payment on December 22, 2023 and my service was suspended for an unknown reason.
Sincerely,
*****************************
Business Response
Date: 03/01/2024
March 1, 2024

*********************************
***************************
******, ** 62301

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

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

On February 26, 2024, we received your rebuttal, dated February 23, 2024, filed with the Better Business Bureau.

You rejected our response because we did not address the reason why you were billed on December 22, 2023, when payment was not due. You also said that your account was suspended for an unknown reason.

The reason for you being billed in advance of the normal due date is still being researched.

Your service was suspended due to the dispute you filed with your financial institution, and the resulting chargeback of $91.52.

As a courtesy, credits have been applied to your account and your service has been restored.

We apologize for any inconvenience this has caused.

Sincerely,

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

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

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

Customer Answer
Date: 03/04/2024

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:01/22/2024
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 was offered 3 lines and free phones due to switching phone companys and holiday promotions . Received one bill at the approved price then after my 30 day return policy ended they sent the second bill with an increased payment. Spoke with customer service, they admitted that I was given wrong information but now the thirty days are over Im locked in for three years at an increase of $2160.
Business Response
Date: 01/25/2024
January 23, ****

Mr. *****************
**********************************************
*********, ** 48877

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

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

On January 22, ****, we received your complaint, dated January 22, ****, filed with the Better Business Bureau.

You stated that when you upgraded your three devices on December, 21, 2023, you were quoted a rate of $143.00 per month, and you were advised you could remain on the $25.00 a month plan. You received one bill at the correct rate, but your second bill was much higher. You indicated that you are ***************** window for these devices, and you requested a billing adjustment.

A review of your December 21, 2023, call found you were informed the monthly rate would increase from $25.00 per line to $60.00 per line. You were also advised that device protection would be an additional $12.00 per month, and you elected to add it to two of the three lines. At no point were you told the monthly rate would be $143.00.

A review of your account reflects that on January 22, ****, an email was sent to the address on file advising you we are unable to update the plans from the Infinite Unlimited ($25.00 a month per line)to the Infinite Access for iPhone ($60.00 a month per line), as the credit card on file needed to be validated. You were informed that you would be able to complete this validation via the Boost Infinite app.

On January 23, ****, I sent you an email advising you of the call review findings. I also presented you with two options on how we can move forward: you can leave the account as is and pay $25.00 each for lines one and two (you would be responsible for the device financing charge each month) or you can change plans to the $60.00 iPhone plan, which would give you a monthly credit of $23.06 for lines one and two (to be applied towards the device financing change).

We respectfully decline your request for a billing adjustment, as we are unable to confirm that you were promised a rate of $143.00 per month.

Sincerely,

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

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

                *********************
Customer Answer
Date: 01/25/2024

Complaint: 21181781

I am rejecting this response because: Its very simple, I spoke to a saleswoman employee code VMZ and was told my total would be the 122 plus tax and protection plan. I asked specifically while handling the phone activation what would be my total after receiving the phones and was told that the main phone plan of 60 plus tax and protection and by adding the 25 per line we could get phones attached to the original plan and only had to pay for the taxes on the new phones. Getting that first bill of 140, then after my 30 day return window it increased to 198 is deceptive and in my opinion unacceptable.

Sincerely,

*****************
Initial Complaint
Date:01/22/2024
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 January 10, ****, I paid Boost Mobile $90.00 for the monthly fee of a family account for three different lines. This is for me, my wife, and my step-son to all have phone service through Boost. The payment was processed on their side on January 11, as shown in the attached image.Our service was never reactivated and has remained suspended for 12 days now. We called on the 11th and they told us they would restore it within 24 hours. It wasn't. So we called the 12th and they said to wait 72 hours. It still wasn't. So we called again and were told to wait and we just "have to be patient".So I reached out to Boost Mobile support on ******* and was told to, again, wait 72 hours. This brings us to the 18th, where our service is still not restored and have had no contact from Boost on a new ETA. So I called Boost Support again. This time I said that they either had to restore our service or issue a refund. They said that they can't refund us until the service is restored and that I would just have to wait for the matter to be resolved. Now, today, the 22nd, my service is still not restored and have not been credited for the payment without service. I talked to Boost Support on ******** and I am being told, again, to just be patient.For 12 days now, my wife, my step-son, and I have been without phone service after paying the $90.00 charge and have received no help whatsoever from Boost, who is also refusing to refund the payment. They have no ETA for restored service either.
Customer Answer
Date: 01/27/2024
I'm attaching some pictures from today's chat with Boost Support via ******** It has now been 17 days and there is still no ETA on when they'll reactive my family's service. This is my second time contact Boost Support via ******** Once again, I'm being told to just wait. There's now 13 days left in my $90.00 service month.
Business Response
Date: 02/13/2024
February 2, ****

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

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

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

On January 22, ****, we received your complaint, dated January 22, ****, filed with the Better Business Bureau.

You stated that on January 10, ****, you made a monthly payment for three service lines. You mentioned the payment was processed on January 11, ****, but your services were never restored. You indicated you continued to call without a resolution. You requested your services be activated and a refund provided.

Our records indicate you confirmed your services were reactivated on January 30, ****, and you received a $60.00 credit for the days you did not have service. As you have already received this credit, we respectfully decline your request for a refund.

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.

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

                *********************
Initial Complaint
Date:01/22/2024
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.
Good morning, on December 8, 2023 I ordered a ******** Stylus on my account for number ************ at a discounted upgraded. Boost ***** sent the phone to the wrong address and *** then sent the phone back to Boost. I was refunded the money after 2 weeks, however now Boost is telling me i no longer qualify for the discount on the phone ************. I spoke to several different agents with Boost and each time was given a different reason why I can't get the upgrade. I even spoke to one gentleman and requested to speak to a supervisor but he said , "There is not anyone above him" . He could not help me. Then I was told I should use my other phone line to get the discount on the upgrade. I told him that this is another person's line and they could not help me. So, I went ahead and ordered the phone on the line that I shouldn't have had and Boost mailed it to the wrong address again. Ok one agent told me it was *** problem. I was speechless. So needless to say I haven't received my discount upgraded phone and that line is not usable because I no longer have a working phone and both lines now are not eligible for a discounted upgrade. Please help me resolve this problem, I haven't had any problems with Boost for 5 years but if it's not corrected I will switch carriers.Sincerely ***************************
Business Response
Date: 02/15/2024
February 14, 2024

*****************************************
**********************************************
**************, ** 78410

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

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

On January 22, 2024, we received your complaint, dated January 22, 2024, filed with the Better Business Bureau.

You stated that on December 8, 2023, you ordered a discounted ******** Stylus for your account for the number ending in 5055. You mentioned that Boost Mobile shipped the device to the wrong address and *** sent it back to us. You said that you were refunded after two weeks; however, when speaking to a customer care representative, you were told that you were no longer eligible for the discounted price. You requested a working device at the same discounted price you were initially promised.

My attempts to call you at the number associated with your account were unsuccessful, as the call was disconnected as soon as I identified myself.

A review of your account revealed that you placed an order on January 14, 2024, for a device for the promotional price of $21.64. It was delivered to the address we were given for the order.

We decline your request to provide you the same device for the discounted price.

Sincerely,

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

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

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

Customer Answer
Date: 02/18/2024

Complaint: 21179138

I am rejecting this response because: The second phone I tried to order in which I had to order it under my other line was shipped to the same wrong address as before. *** shipped it back to Boost and I still have not received a refund. I went to ******* to purchase a new phone so my lines now say I'm not eligible for the lower price upgrade. I tried to explain to the boost representative that the shipping address must be my old address but I have no way of changing that. I changed my mailing address and was told that I could only use the address that I signed up with Boost which is ridiculous. Every representative I spoke with had totally different answers and were not able to fix the problem nor did they seem to want to help. I should get my refund and be able to purchase a phone at a discounted price since I have not used this service.

Sincerely,

***************************
Business Response
Date: 03/01/2024
February 27, 2024

*****************************************
**********************************************
**************, ** 78410

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

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

On February 26, 2024, we received your rebuttal, dated February 26, 2024, filed with the Better Business Bureau.

You rejected my response as you ordered a second device that was also shipped to an incorrect address via **** They then shipped it back, but that you still have not received a refund. You also stated that when you went to ******* to purchase a new phone, you were told that you were no longer eligible for the lower-priced upgrade promotion. You requested a refund of $21.64 and to be able to purchase your device for the same price.

Upon a review of the account, I was able to confirm that there have been two refunds issued for $21.64: one on December 27, 2023, and another on February 16, 2024. I also confirmed that on February 27, 2024, an order was placed on your account for $21.64. When I attempted to contact you via phone, I left you a voicemail outlining what I mentioned along with my contact information *************) in case you have any further questions or concerns.

Sincerely,

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

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

*****************************
Initial Complaint
Date:01/21/2024
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 have two lines on *************/30 gig hotspot for $25 a month plan. One line for myself and one line for my daughter. I ran through my allotment of data and purchased an add-on of 5 gig for $15 for my line. After noticing that my data speed had slowed, I checked my account only to find that they had credited my daughter's line with my additional data. When I contacted them about the mistake, they told me that they could not credit my line with the data add-on because it was already in use. My daughter had only used 1 gig of her monthly 30 gig at this point. I told them to cancel the add-on and refund my money. They refused sitting that the add-on had already been used when her line clearly showed that the add-on was in reserve. Originally, I wanted the mistake corrected. Now, I just want my money back and to never deal with these people again! Also, I've noticed that each month you never start with the full 30gb of data. It always starts around **** +/-
Business Response
Date: 02/15/2024
February 9, ****

***************************
**********************************************
***********, ** 47432

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

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

On January 22, ****, we received your complaint, dated January 22, ****, filed with the Better Business Bureau.

You said that this is a two-line account you share with your daughter. You requested a 5 GB data pack to be added to your line, but it was added to your daughters line instead, and your request for a refund or credit was denied.

A review of your account shows that on January 17, ****, a 5 GB data pack was added to your daughters phone line through an e-commerce transactionnot through a customer care agent. Therefore, the individual who made the request would have had to select the specific line to have it applied to.

Our records show that both lines are currently suspended. If you choose to reactivate the account, I will apply a one-time courtesy credit of $15.00.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/21/2024
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 specifically requested celero 5 g plus 7 in screen Boost mobile cell phone.But the salesman sold me the incorrect size phone, I called Boost customer service and **** said return the phone and get money back and order on line,I return to boost store 10 minutes from leaving and informed salesman it says phone is **** he assured me that that is the correct size that boost is falsifying the description of the screen size and that I can't get a refund.I called Boost and they said file a complaint since salesman owns the store.and Boost mobile has Celero phone orange 7 in screen he lied I want a refund of my money and the unused phone return to store.
Customer Answer
Date: 01/29/2024
New email address
***********************
Info above proof it's not cekero 5 g plus with 7 in screen it's **** he lied also proof I have account with ****************** which I have cancelled and chosen a different provider.the phone was purchased @ ********************************************************* for $345.00 I have also filed. Complaint with fccthank you.I have not used phone an will never use boost mobile

Business Response
Date: 02/16/2024
February 12, ****

Mr. Jr. ************************************************************************************************************************************************* BBB Complaint #********
                ************ - ************

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

On January 22, ****, we received your complaint, dated January 21, ****, filed with the Better Business Bureau.

You said you purchased a Celero 5G Plus 7 from a Boost Mobile retail store, but you were sold the wrong device. You attempted to return this device for a refund and the store refused.

Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. You will need to work with the store for any sort of return/exchange.

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: 02/16/2024

Complaint: 21178548

I am rejecting this response because:

Sincerely,

Jr Buchananthe fact that boost is own by different people should be posted and the fact that you might be defrauded out of yr hard earned cash should be posted in the store I want my money returned and I'm sending the phone back and requesting a signature from the boost store @ ******************************************* and I'm contacting the attorney General for fraud and theft by deception. AS I HAVE ATTACHED I will never use boost ********** is their number I have a new company and new number which with my internet provider,I'm also posting on Rip off report and going on social media this injustice has to stop it took2 months for a response from boost yet its not funny how yr response ******************* with the fact that you just sent a letter stating the account is suspended yet you just responded to BBB lier. I WILL ALSO contact fCC concerning this matter thank you BBB
Customer Answer
Date: 02/16/2024
I have attached more info
Customer Answer
Date: 02/19/2024
I was defrauded given the wrong cell phone I went to purchase a cekero 7 in screen phone but was decided and sold a 6.8 screen celery and My family informed me that it was not the correct phone an looking @ box it was not the correct phone I was defrauded of $45 I went back into store 10 min after leaving to return the phone the same Sales man Saud their lying *** correct phone so I didn't argue I wrote to BBB in January and filed a complaint in full detail ( attached to this complaint) 2/ 15/2024 I get a response stating that Boost mobile is owned by different people, but this email came after I had discontinued service and switched my plan to another reputable phone company,I have the original complaint and boost mobile email confirming I'm no longer a client of Boost mobile and will never be.Im also including pictures of the cell phone and the free ear plugs he included with the defrauded order I have filed complaint with fcc also and I pictures of other Boost clients complaints
Desired Resolution: Exchange
Initial Complaint
Date:01/21/2024
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.
A iPhone 12 was ordered as an upgrade on one of the three phone lines on my account. For starters no confirmation email for purchase or tracking number was ever provided or emailed to me. Just a text from boost stating Great weve received your payment of $213.99 I contacted boost customer service via chat when we did not receive the phone. Only to be told no tracking number could be provided and to contact *** for a follow up. When I contacted *** I was told no help could be given because I did not have the tracking number for them to find out what happened to the phone. I then went to a boost mobile store in person and was told to call the customer service line because they HAVE to have the tracking number, they keep records of that for years. I contacted customer service again for the second time and was provided the tracking number FINALLY. Only to find out boost never changed my mailing address from 3 years ago when I moved and had shipped the phone to ****************. Where someone signed for the package and kept it. I sat on the phone with a boost customer service rep today for 3 hours as she continued to come back to the line every 25 minutes and say maam Im still here, sorry for the wait Im still waiting to hear from the back office. After 3 and 1/2 hours my call was disconnected on boost mobile side and I refuse to call back and either get the run around or be put on hold for another 3 hours. I have been a customer with ********************** for over 10 years now and this is very disappointing that I am going through this situation with them taking funds from my bank account and no one being held accountable for me not receiving merchandise I purchased from them. Its also the most unprofessional actions Ive ever seen a company take towards their customer. At this point either refund me back or send out a replacement phone because *** has already informed me they dont attempt to retrieve packages and will not be held accountable for a shippers mistake.
Business Response
Date: 02/15/2024
February 12, ****

Ms. ********* ********
6309 ******************* Dr.
Hammond, ** 46320

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

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

On January 22, ****, we received your complaint, dated January 21, ****, filed with the Better Business Bureau.

You stated that you placed an order for a device through our website, but it was delivered to your old address. You contacted us, but you were told to contact **** They said they could not assist you. You requested to receive a refund or replacement. You also mentioned a bad customer service experience on a very long phone call.

Boost Mobile is not responsible for an incorrect address on a delivery order placed by a customer. We are unable to change the address on an order once it has been placed. Only the recipient of a package may change the delivery address through **** This can be done while the package is in transit by requesting that the package be held at a *** facility for pickup, or by tracking the package and selecting Change My Delivery.

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 internally with the appropriate personnel.

Sincerely,

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

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

                *********************
Customer Answer
Date: 02/19/2024

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,

Latreacha ********
Initial Complaint
Date:01/21/2024
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 an annual unlimited plan from Boost Mobile in July of 2023 which consisted of 35gb of high speed data and 12gb of hotspot data per month as well as unlimited talk and text. Around September of 2023 my plan began consuming my hotspot data when I was using regular data. So the first 12gb of data I was using ate up all the hotspot data for the month and I was no longer able to use hotspot for the remainder of the month. During this time my hotspot setting was OFF on my phone and only regular cellular data was being used with no possibility of the hotspot being used. This continued in Oct, Nov, Dec and no January. I contacted Boost customer service in excess of 12 times over the course of this time period (ticket number *******) promises were made that the issue would be fixed and that I would be contacted. I was never contacted, aside from a few emails stating that they tried to contact me but were unable to and they would try again. I replied to all emails and never received a response. At this point, I am certain the issue will not be fixed, and I am fed up with their lack of customer service. I will be switching carriers and I expect a pro-rated refund for the remainder of my annual service (I used 6 months of service so a refund of $150 will be acceptable.)
Business Response
Date: 02/15/2024
February 8, ****

*************************
18 *******************.
Chepachet, ** 02814

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

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

On January 22, ****, we received your complaint, dated January 21, ****, filed with the Better Business Bureau.

You said you purchased an annual plan from Boost Mobile, and your hotspot data was being consumed when you were using regular data. You also stated that your hotspot settings were turned off on your phone. You attempted to address this issue with customer care, but you received no response. You requested a refund of the remaining service period.

Our records show your data usage was being impacted both on internet and hotspot data, instead of in the appropriate individual bucket. We escalated this issue to AT&T for further investigation.

A refund of $138.25 was sent to you by check to the address on file. Please allow **** business days for processing and delivery.

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

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

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