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.
1,508 complaints closed in the last 12 months.

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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:01/21/2024
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 Dec 15/22, I purchased (2) sim cards which included a $25 unlimited plan at 1/2 off the first month. The 1st card was 1/2 plus tax, $13.71, the 2nd was a promo for $10, total $11.21. I purchased them separately as the $10 said it was a promo for the same plan, but did not state whether it was for just the 1st month or forever. This $10 card came with a new number and to my surprise activated prior to shipping. I picked up the cards from the post office right before Christmas, but didn't do anything with them until January 6th as I still had service with another company. On Dec 21/23, I called BM just to confirm that the $10 sim is a forever price and a representative confirmed that it was. This card was supposed to be used for a business that was scheduled to open in 2024, so $10 plus tax seemed like a great deal. On January 6/24, I ported and activated 2 new lines and once again asked about the $10 card. That representative said that it isn't in fact a forever price, it was just the purchase price for the 1st month. So I proceeded to cancel the sim with the new number and service and was told it was going to be refunded in full as the service was not used. Then I was told no refund because $13.71 already refunded to account on Dec 19/23. So, I said ok, as long as I am no longer paying for that new number. She confirmed the cancelation was still pending. I then confirmed my ported numbers are $25 unlimited and next payment due on or before Feb 6/24 and she said yes. All was good until Jan 15th when my husband's line was suspended and payment of $40.01 demanded on his 929 ported number. Husband does not speak English and was out of state so paid in full (Phone not working, I was at hospital). Then I get a message saying I'm supposed to pay $61.34 by Jan 20/24 to avoid interruption of service. That has now crossed the line as I have 3 lines at $25, 1 is my daughter's, due Jan 21, 2 new due Feb 6/24. $100+ was NOT RENDERED SERVICE.
Business Response
Date: 02/15/2024
February 13, 2024

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

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

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

On January 22, 2024, we received your complaint, dated January 21, 2024, filed with the Better Business Bureau.

You stated you have received conflicting information regarding the pricing of your Boost Mobile service plan. You requested $25.00 per line for three total lines.

Our records show you currently have three total service lines active, across two separate accounts. The cost for each line of service is $25.00 plus tax.

Adjustments totaling $22.45 were applied to your account on January 22, 2024, to correct any prior billing concerns.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 02/15/2024

Complaint: 21177996

I am rejecting this response because:
The business has not read the details of my complaints. The credit received does not cover even half of the overpayment. Please re-read my complaint.

Sincerely,

*********************
Customer Answer
Date: 03/04/2024
Hi, the credit of $***** cents is peanuts.

On Dec 15/22, I purchased (2) sim cards which included a $25 unlimited plan at 1/2 off the first month. The 1st card was 1/2 plus tax, $13.71, the 2nd was a promo for $10, total $11.21. I purchased them separately as the $10 said it was a promo for the same plan, but did not state whether it was for just the 1st month or forever. This $10 card came with a new number and to my surprise activated prior to shipping. I picked up the cards from the post office right before Christmas, but didn't do anything with them until January 6th as I still had service with another company. On Dec 21/23, I called BM just to confirm that the $10 sim is a forever price and a representative confirmed that it was. This card was supposed to be used for a business that was scheduled to open in 2024, so $10 plus tax seemed like a great deal. On January 6/24, I ported and activated 2 new lines and once again asked about the $10 card. That representative said that it isn't in fact a forever price, it was just the purchase price for the 1st month. So I proceeded to cancel the sim with the new number and service and was told it was going to be refunded in full as the service was not used. Then I was told no refund because $13.71 already refunded to account on Dec 19/23. So, I said ok, as long as I am no longer paying for that new number. She confirmed the cancelation was still pending. I then confirmed my ported numbers are $25 unlimited and next payment due on or before Feb 6/24 and she said yes. All was good until Jan 15th when my husband's line was suspended and payment of $***** demanded on his 929 ported number. Husband does not speak English and was out of state so paid in full (Phone not working, I was at hospital). Then I get a message saying I'm supposed to pay $***** by Jan 20/24 to avoid interruption of service. That has now crossed the line as I have 3 lines at $25, 1 is my daughter's, due Jan 21, 2 new due Feb 6/24. $100+ was NOT RENDERED SERVICE.

Jan 6-Feb 6 service PAID with initial purchase $25+tax x2 lines
Feb 6 - Mar 6 - should have been same amount again

Amount paid was $50 plus tax to cover service until Feb 6
Jan 15 - ***** paid
Jan 20 - ***** - refund of ***** paid
total paid: almost $80 only until Jan 20 when service was fully paid for until Feb 6! FRAUD
Still getting billed every 15th and 20th, total $75 plus tax.
All payments until Jan 20th should be refunded: $80, or pro-rated until Feb 6, Mar 6, etc.
It is not my fault that someone set up the lines incorrectly.
I should have paid only $75 plus tax and had service until March 6. Meanwhile, it's only March 4th and I already paid $80 and another $75 plus tax on Feb 15 and 20th. So $155 paid on 3 lines that are owed only $75 monthly and next payment should have been March 6th. You do the math.
Now they also said they will cut off my internet due to being at high limit when my phone tells me I only used a 1/4 of that!! THIEVES!
Business Response
Date: 03/13/2024
March 13, 2024

*************************
****************
Lexington, ** 29036

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

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

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

You stated the adjustments you received are not sufficient, and your payments should be refunded. You also mentioned that you would like your due date changed,and that your data has been slowed down.

Our records indicate adjustments totaling $24.90 were applied to your account ending in 4993, between January 3 and 22, 2024. This, combined with the payment of $38.89 on January 22, 2024, pays for the first monthly bill of $11.19 for your new line and the next month of service for two lines of $52.60. Please note a $13.71 adjustment was applied erroneously, as it was meant for the account ending in 1137.

For your account ending in 1137, a payment of $13.71 was made on December 15, 2023,and refunded on December 18, 2023. A payment of $40.01 was made on January 17,2024, for the monthly service charge of $26.30. The difference of $13.71 from the $40.01 was applied to the account ending in 4993 on January 22, 2024.

The billing on both accounts is correct.

As Boost Mobile is a prepaid service, monthly bills are not prorated and due dates cannot be changed.

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 30 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.

If you have any further questions regarding your concerns,please contact me directly at **************.

Sincerely,

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

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

                **************************;
Initial Complaint
Date:01/21/2024
Type:Billing 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 am writing to address a persistent issue regarding my canceled account with ********************. Despite canceling my service in December and receiving a refund, unauthorized charges have continued to be deducted from my PayPal account.On December 8, 2023, I canceled my Boost Mobile account and successfully received a refund. However, to my dismay, subsequent unauthorized charges have been deducted from my PayPal account until this week when I was able to speak with someone who assured me that the account is now pending closure.I want to emphasize that I never received or activated the *** card, nor did I use any phone service connected to Boost Mobile. The continuous deductions are both unwarranted and unacceptable. I kindly request your prompt attention to this matter, including a thorough review of my account and an immediate resolution to refund the wrongfully deducted amount.I appreciate your assistance in resolving this issue promptly and ensuring that my account is officially closed to prevent any further unauthorized transactions.Thank you for your understanding and prompt action.Sincerely,*******************
Business Response
Date: 02/15/2024
February 8, ****

***********************
PO Box 40564
*******, ** 27629

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

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

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

You stated you were charged $15.94 on your disconnected Boost Mobile account. You requested a $15.94 refund.

I issued a refund of $15.94 today, February 8, ****. Please allow ten business days for processing.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/20/2024
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 bought an Iphone 14, full priced, from Boost. Dec 29, i tried to activate. I can make calls, send and receive text, but cannot receive any incoming calls. I have tried to contact boost at least 4 times about the issue, to no avail. The fourth time i contacted (Jan 14), an agent guided me the process to delete eSim on my phone. After that my phone is not working, there is no reception. I can't make calls, receive calls, or text. I contacted and filed complaint to boost on Jan 17 (complaint ticket number ********). There is no progress. Every day i tried to ask for status, agent said "complaint ticket was created but no resolution." Then an agent would try to send me eSim and have me repeat the set up plan again, which for the 10th time, does not work. Then he/she would ask me to contact customer service again, It goes in loop like this for the past few weeks. On the 28th, i'll be expecting to pay for another month of service, which i still can't even use so that they could try to solve the problem. I can change to a different carrier to start over new, but since i bought my iphone from Boost, i have to use its service for at least 12 months before it can be unlocked, even though i paid full price.
Customer Answer
Date: 01/22/2024
my issue was resolved today directly with boost. Thank you.
Initial Complaint
Date:01/20/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to a boost store to get a new phone, I was a ware I had insurance and the employee there did not tell me either, I paid full price for a new phone, I got my next bill which was a different amount than normal, I called boost they told me that I had taken my insurance off which I didnt cause I didnt even know I had it, I told them what happened with the new phone and if I had insurance why did I pay full price, they told me to go back to the store, and they would handle it, I call the store ask to speak with a manager and explain what happen , he admitted to not paying attention and having me pay full price for the phone, I requested a refund for the difference, he then told me it was my fault and wasnt issuing the refund, I requested to talk to the owner he denied my request and said hes the manager , he make the decisions and the hung up on me. I call boost mobile back and then they tell me there is nothing they can do. Boost mobile how are you going to make this right? I had insurance at the time I got a new phone and was not informed of it and made to pay full price for a new phone and when I request a refund for the difference from the store and via phone , all a sudden theres nothing anyone can do. I feel like it all about the money and not customer service.
Business Response
Date: 02/09/2024
February 7, ****

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

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

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

On January 22, ****, we received your complaint, dated January 20, ****, filed with the Better Business Bureau.

You stated that you purchased a new device at full price from a Boost Mobile retail store. You found that you had device insurance on your previous device, and this should have provided you with a discount on the new device. You requested a refund for the difference in price.

If your previous device was damaged or inoperable, a claim could have been submitted through the third-party company Likewize, for replacement of the device. **************** does not provide a discount when purchasing a new device.

It is not the responsibility of Boost Mobile to advise customers of the insurance status on their accounts.

No refund is warranted for this issue.

Sincerely,

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

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

                *********************
Initial Complaint
Date:01/19/2024
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.
Boost Mobile stole from my child. My 14 yr old bought phone for $199 from Boost, using all her hard earned babysitting money. We tried to activate unsuccessfully multiple times ourselves using their instructions. We then called for assistance & have since spent numerous hours on the phone with Boost customer service trying to activate phone. We were told the phone would be activated within an hour, & that didnt work. Call again & told to wait 1-3 hours after they put in another request to activate. That didnt work again, so more phone calls/escalations & was told it could take **** business days. Still didnt work. 14 yr old still used phone for Wi-Fi only but has no access to use for calls, texts, datas as its still not activated. Frustrated with Boost.Then life happens, school, work, major illnesses, etc **** dont have time to spend hours on the phone trying to remedy AGAIN. 14 year old continues to just have non-functioning phone she paid $199 for. Fast forward a couple months, 14 year olds bank account is all the sudden overdrawn by ********* **** see a new charge from Boost for $405. Call Boost & told it was because she did not activate her phone. We explained & they verified they could see our attempts to activate (ourselves online & multiple times thru customer service) but we were told too bad, we already charged you **** cant issue refunds. We purchased this phone for $199. We contacted Boost multiple times to activate in good faith. They DO have record of these attempts, the last supervisor I spoke with confirmed this. My daughter has now paid over $600 for a phone she cant use. We have attempted to correct this issue to no avail. We are requesting a refund of $405 that my 14 year old child was erroneously charged. When calling, we STILL could not activate the phone. So basically they sold us a bunk phone for $199 and then charged us an additional $405 because they were unable to successfully activate. Please help us with a resolution. Thank you!
Business Response
Date: 02/08/2024
January 30, ****

*************************
************************************
*****, ** 58104

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

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

On January 22, ****, we received your complaint, dated January 19, ****, filed with the Better Business Bureau.

You said your daughter purchased a phone, but you were unable to activate the device despite calling into customer care multiple times. She was then charged $405.00 because the phone was not activated in the time frame allotted, and you were informed a refund would not be provided. You requested a refund.

Our standard policy states you must request to return or cancel service within ten days of signing up and receiving your SIM card or phone. As an exception, you may return the device to ********************** CEVA Returns, Attn:DISH Network, **** ************., **********, ** *****. You should write the return authorization number ************ on all sides of the return box. Once the device is received and passes inspection, a refund will be issued.

We appreciate that you brought your customer service concerns to our attention and we will review them internally.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/19/2024
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 January 16 boost mobile triple charged me for a bill. Because they took $624 from my account ($416 of which was unauthorized) my account was overdrawn. I contacted Boost and they explained it was a glitch in their system. Boost assured me the pending charges would fall off. On January ************************************************************ and removed $416 from my account instead of the $208 I owed. Every person I spoke to in customer service on January 16 and 17 (thru chat on boost mobile, their ******* account, and by phone) was unhelpful and unapologetic. Multiple times I was told they didn't take my money because the charges were pending, using phrases such as "is that clear enough?" and "do you understand?" As of this morning they've taken $208 from me on top of the $208 I for my monthly bill. I've had to file a claim with my bank and have no guarantee I'll receive my money back from boost. I was forced to get a new card for my checking account as *********************** terms and conditions say they will charge the card stored on my account if my monthly payment is late. With the help of my bank, we've brainstormed how to pay this bill monthly without giving them access to my bank information ever again. Thankfully my bank is not charging me overdraft fees especially because boost specifically told me they were not responsible for any fees associated as consequences from their mistake. Boost could and should have handled this differently. They said it's corrected but research shows me this has been ongoing for over a year. I feel lucky that it's such a small amount in comparison to what others have gone thru. I did maintain screen shots of text conversations and my account did reflect 2 payments but does not reflect that I have a $208 credit on my account (which I don't want) and I still have a bill due in February. This is absolutely unacceptable, from the glitch itself to the poor customer service, and the theft.
Business Response
Date: 02/14/2024
February 12, ****

*********************************
*****************************************
**********, ** 45331

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

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

On January 19, ****, we received your complaint, dated January 19, ****, filed with the Better Business Bureau.

You stated that on January 16, ****, you were charged three times, a total of $624.00. You mentioned that $416.00 of the $624.00 was unauthorized and caused your bank account to be overdrawn. You indicated that you have screenshots of text conversations reflecting two of the payments, but this does not reflect the $208.00 credit on your account. You requested a refund of the extra $208.00 taken out of your account.

Our records show that on January 18, ****, a refund of $208.00 was applied to your account. When I called you today and left a voicemail, I explained in it that your refund had been processed already, and I left you my contact information **************, if there were any further questions or concerns about this issue.

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

*****************************
Initial Complaint
Date:01/19/2024
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 prepaid for a year of service plus additional data for my minor daughter. At the beginning of every month when my data is supposed to reset, it doesnt, leaving my teenage daughter without data. No internet or texting capabilities. The phone only works for calling which is not acceptable when she is in school or at work. This has happened several months in a row. I contact customer service at the beginning of every month and they tell me they are aware of this ongoing problem and are looking into it. In the mean time she is left without a working phone. It is negative degree weather with feet of snow where I live and this is unacceptable. On top of that, their new app doesnt load usage or billing information on any device. It almost as if theyre scamming me! It is now Jan. 19th and she doesnt have any service or the ability to look at data usage. When I asked for a refund of the remaining months I paid for so I can move to another company, I was told no. I want a full refund of every month I paid considering I cant use the service as promised.
Business Response
Date: 02/08/2024
February 2, ****

Ms. *************************
*************************************
*********, ** 46545

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

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

On January 19, ****, we received your complaint, dated January 19, ****, filed with the Better Business Bureau.

You stated that you opened an account on an annual plan, but the data allotment is not resetting at the beginning of each month. This has happened several months in a row. You also mentioned that you are not able to see data usage on the mobile application. You requested to receive a refund for the annual payment made, as the service is not working as promised.

We are aware of an issue affecting some customers, where the data usage is not shown on the mobile application or online. Our teams are working diligently to resolve this issue.

The data plan on this account is capped at 5 GB per month.Once the data cap is reached, no additional data can be used on the device until the next billing period. Additional data packs can be purchased online or through the mobile application. Our records show that the data usage on the account is working as expected, and resets on the 5th of each month. The data usage on the account with a 1 GB data pack added for December was ******* GB and the January usage is currently at ******* GB.

Connecting this device to a Wi-Fi internet source whenever possible will minimize the use of data on the mobile network.

As the system is working correctly, a refund is not warranted.

Sincerely,

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

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

                *********************
Initial Complaint
Date:01/19/2024
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.
Canceled service with boost Jan 4th.My monthly bill was due Jan 7th.They took $57.00 out on Jan 7th. I called Jan 7th and requested a refund and they told me 72 hours it would be processed. A couple days later still no money so I called again and they said my refund request was denied. I kept asking why and they said we had to call the bank. We called our bank and they said they cant dispute the charge because its not fraud. I called back and talked to supervisor who submitted another refund request. A few days later I called back and they are now telling me since it was on auto pay theres nothing they can do its got to be through the bank. And I have explained over and over that they took the money they need to refund it the bank has told us they cant. They wont give me my money back.
Business Response
Date: 02/08/2024
February 5, ****

**************** ******
2190 ********.
*******, ** 28613

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

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

On January 19, ****, we received your complaint, dated January 19, ****, filed with the Better Business Bureau.

You said that you closed your account on January 4, ****, but a payment was taken on January 7, ****. When you asked for a refund, you were told to dispute it with your bank. You were also informed that, because it was not fraud, it could not be disputed. When you called us once again, you were told nothing could be done.

When we spoke on January 30, ****, I informed you that the refund was in process. Please allow up to 12 business days to receive the check by mail.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/19/2024
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.
Purchased a plan and phone on Feb 18th, 2023 for ****** Unable to activate their phone due to a major system issue they had for multiple weeks.I use chat to activate late summer and they state it cannot work. I accept the loss and move on at this point I started receiving emails that if I dont activate the phone they will charge me an additional ****** . They inform me I can go to a store to activate First time, store agent wasnt sure what to do and called his help line, she was unhelpful in trying to provide any solution and hung up on him/me after just telling him to just put me on a new plan I requested a new sim and went home and called. The next person was very helpful, but the sim wouldnt activate, so I had to drive back I return to store , get a new card, and call back from the store. Agent system cant activate the new card either and store doesnt want to give me a 3rd card Its been impossible to activate this since purchasing, I tried 20+ *********************** last year, tried chat, tried store, called in
Business Response
Date: 02/08/2024
January 30, 2024

*****************************
*********************************
**********, ** 75007

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

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

On January 19, 2024, we received your complaint, dated January 19, 2024, filed with the Better Business Bureau.

You said you have unsuccessfully attempted to activate the service since February 18, 2023. Therefore, you request a refund for the initial $101.44 you paid to open the account.

As stated to you in my voice message on January 30, 2024, since the filing of this complaint we received another payment, for $91.13. Due to the amount of time that has passed since you originally opened the account, we will need to verify the failed activation attempts and once completed, a refund will be issued for both payments.

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: 02/08/2024
*** been unable to reach the coordinator on the message after two attempts, and not seen a callback attempt on their part.They attempted to charge me again on Feb 2nd in the amount of $149.50, which I had asked to remove in the original complaint and wasnt handled. At this point the account is likely in bad standing with boost and will affect credit.
Customer Answer
Date: 02/09/2024

Complaint: 21169910

I am rejecting this response because:
have tried 6 calls to ******************* and 3 voicemails with no callback and the direct number never picks up.
boost charged me $149.50 on Feb 2 despite the voicemail and note above it would be handled. Account is now in bad standing.

Sincerely,

*************************
Customer Answer
Date: 02/25/2024
******************* called me and worked through all issues, in addition to confirming that the concerned charges have been removed . He also went above and beyond to confirm the cell phone was unlocked. Im very happy with the additional support and would like to mark the case resolved. Thanks.
Business Response
Date: 02/26/2024
February 23, 2024

*****************************
2311 *****************.
**********, ** 75007

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

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

On February 20, 2024, we received your rebuttal, dated February 20, 2024, filed with the Better Business Bureau.

You said that you rejected my response because I have not returned your calls and you have not received the refund.

When we spoke, I informed you that I did not have a record of previous calls and I was not intentionally avoiding you. I also informed you that after a review of our records concerning this matter, it was determined the refund was suspended because the status of the phone is still unknown. You said that you made multiple attempts to return it, but you were told you could not; therefore, it remains in your possession. After you confirmed that the phone is unlocked, you agreed to keep it in lieu of the refund. However, you were also concerned there is still an outstanding balance that would be placed into collections. I assured you that your account balance is at $0.00 and nothing will be placed into collections.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/19/2024
Type:Delivery 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 ordered a phone on 10/8/23 and paid for the phone online with the phone carrier. It had an address for shipment page and I entered the address I wanted it shipped to screen shot is available as proof. Boost Mobile sent it to incorrect address where hence it was stolen(part time residence for me). I have contacted Boost about this and they have denied claim multiple times. Now I am without phone I have paid for. I have told them multiple times about the incorrect address used by Boost and they said there is not a ***** that is able to handle this complaint. Representative said phones are sent to address on account automatically even though the order absolutely requested a different address was desired. The phone was a gift to someone at that address supplied. Boost order page does request for the shipping address desired. If it doesn't or won't be shipped there, why is it asked for? All documentation can be provided as well as complaint history of this matter.
Business Response
Date: 02/08/2024
January 23, 2024

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

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

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

On January 19, 2024, we received your complaint, dated January 19, 2024, filed with the Better Business Bureau.

You stated that you ordered a phone on October 8, 2023, but it was delivered to the wrong address and stolen. You indicated your refund request is being denied, and you requested a replacement.

On October 2, 2023, your order, #****-314234-2140, was shipped to the address you provided during the ordering process: ******************************************************. *** shows it was delivered on October 6, 2023, via tracking 1Z52A2590313582588.

We respectfully decline your request for a refund or replacement device, as our records indicate the package was delivered to the address you gave us. Please note that your device being stolen after delivery does not fall under Boost Mobiles responsibility.

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: 02/09/2024
This is the address I supplied to my order form from Boost and this is not the address it was sent to. That is the address requested for shipment as requested from Boost on their order form. It is obviously not the Tn. address. I am temporarily in ** temporarily providing health care for parent is why a different address is applied to order form. If this is sent as a gift to someone I don't see how anybody would or should know to change that ahead of time wait for delivery and change back again. That was suggested by customer service at one time.
Customer Answer
Date: 02/16/2024
Not sure if picture is coming thru. Confirmation please.WT.
Business Response
Date: 02/28/2024
February 28, 2024

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

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

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

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

You stated that you are rejecting our response, as the address you indicated that you provided during the ordering process was not the address where the package was shipped.

Our records remain the same: on October 2, 2023, your order,number 9863-314234-2140, was shipped to the address you provided during the ordering process. *** shows it was delivered on October 6, 2023, via tracking number 1Z52A2590313582588.

We respectfully decline your request for a refund or replacement device, as our records indicate the package was delivered to the address you gave us. We regret that you do not agree.

Sincerely,

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

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

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

Customer Answer
Date: 03/13/2024
I have forwarded the screenshot of my order for Boost Mobile product with the address I provided for desired shipment. Boost Mobile informed me that is not the correct address and sent it elsewhere. That is screenshot of address I wanted used and provided on their order form. Thank you

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