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

  1507B Spring Hill Ave Mobile, AL 36604-3206

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  Boost Mobile

  957 Memorial BLvd Picayune, MS 39466

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  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

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  Boost Mobile

  1 SW 107th Ave Unit 3 Miami, FL 33174-1415

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:01/13/2024

  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.

  Started service in November I paid for December and January in advance I added visual voice mail it gave a fre subscription I had an emergency couldn't make or receive call no internet I didn't know what was going on since u knew the bill was paid for two months I had to use a secondary phone to figure it out this money hungry company interrupt my phone service not for the bill but for $4.00 for a subscription that was not even due that's a learning ****** I hope and pray I am able to port out this number soon because that's ridiculous

  Business Response

  Date: 02/05/2024

  January 25, ****
  
  
  
  ************ *****
  **************************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **************:
  
  On January 15, ****, we received your complaint, dated January 13, ****, filed with the Better Business Bureau.
  
  You stated that you started service in November 2023, and paid for the next two months in advance. You also added visual voicemail to your account and you were offered a free subscription for the service. You said that you had an emergency, and you were unable to make or receive a call and you are not sure why. You mentioned that your service was interrupted due to a $4.00 charge for the visual voicemail subscription. You requested to be contacted by Boost Mobile for further clarification.
  
  My attempt to contact you today was unsuccessful, but I left a voicemail with my contact information **************. Please feel free to reach out with any questions or concerns you may still have regarding 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:01/12/2024

  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.

  Switching carrier to Boost Mobile...on 12/27/23 was told I would get free cell phone and would only pay for months payment $60.00 Activation fee $35.00 and phone insurance $8.00 the sales person charged me for so much extra that I did not want. Cell phone case and screen protector....and charging device for phone....and The cost of the cell phone $299.99 all said and done I paid with credit card $238.89 was what I paid ********************* sales person. I told her I was getting overcharged and wanting my refund of $238.89 back and tried to return the cell phone. She told me her manager ******************************* told her there is NO REFUND AT ALL. THIS WAS ALL DONE ON DECEMBER 27, 2023. The sales person told me she was only at this job for 4 months and even though she agreed with me she told me she had to follow orders from store manager ******************************* or she would be fired! She was scared and told me she is a single parent with kids and needed this job. So she would not return my money of $238.89 back to me. I have my receipt showing all the transactions. Also I was told by sales person that I could not even leave the store without a cell phone case and screen protector on the phone! So I was forced to pay for this too. Sales person told me this is policy of Boost Mobile Cellular Business. Anyone who buys a cell phone MUST BUY THESE TWO ITEMS OR CAN NOT LEAVE THE STORE AT ALL. I told her This is not a rule of Boost Mobile....but she told me she needs her job and can't get fired. Only 4 months she has worked at Boost Mobile. The store owners name is ******************.... I want $238.89 refunded back to my credit card ASAP! I was scammed by this store and sales person *******************. I will return this cellphone immediately.

  Business Response

  Date: 02/05/2024

  February 2, ****
  
  
  
  *******************************************
  **************************. 12C
  ************, ** 27284
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ************************:
  
  On January 15, ****, we received your complaint, dated January 12, ****, filed with the Better Business Bureau.
  
  You stated that you went to a store on December 27, 2023.They informed you that a free cell phone was available; you just had to pay for the first month, activation and phone insurance. You accepted, and you were charged a total of $238.89. This included unwanted accessories, such as a screen protector and case, and the store agent refused to refund you for these items. You requested a full refund of $238.89 and to return the device.
  
  ******************** stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. We are also unable to confirm that you were forced to purchase additional items. A review of your account reflects that the device purchased on December 27, 2023, is outside the stores seven-day return window.As you purchased this device at a retail location, we would be unable to provide a refund and you would need to contact the local store for further assistance. However, in the interest of customer service, we requested a refund check of $68.00 be sent to the address we have on file for you. An exception to our unlocking policy has also been made and the device is now unlocked.
  
  We appreciate your feedback and your concerns will be shared internally with the appropriate personnel.
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************;

  Customer Answer

  Date: 02/21/2024

  Actually this ****************** and His manager ******************************* have lied to BBB .....I bought the cell phone on December 27, 2023 from a sales lady name *******************. I came in to get new carrier cell phone ONLY!! Which would of been $35.00 for activation fee and $60 first month payment. Miss ****** helped me with my credit card 

  I was expecting a bill for $95.00 total. The receipt showed $238.89 . I question *************** she told me you may not leave the store with our cell phones UNLESS There is a screen saver and case put on here by me. Then she gives me a set of earbuds which now I am so upset about. I didn't ask or want any of this extra items. I told *************** to please refund my money of $238.89

  *************** told me her store manager told her no refunds AT ALL

   This was the same day December 27, 2023 . I became upset with this sales lady told her here is the items right here in the bag. Please return my $238.89 immediately. She told me she was sorry and understood my concern in wanting all of my money back $238.89 she also told me that if she gives me my money back that she will be fired by the owner ****************** and she has only been working in Boost Mobile for only 4 months. She was so scared about being fired that she frauded  a 70 year old lady . She was asked several times by me to refund my $238.89. I am sending the picture of the receipt on December 27, 2023 so you can see the fraud they did to me.

• Initial Complaint

  Date:01/12/2024

  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 Teneusa purchased a phone through boost mobile through their boost up plan in February 2022, which it was 18 Payments to own the phone I made all 18 payments I got the phone in February 2022, I would have been done paying it off in August 2023 long story short Im still being charged $23 and some change for the boost up payment August of 23 should have been my last and final payment. They have charged me for September 2023 October 2023 November 2023 December 2023, and January **** I have called multiple times to explain this situation. I have even talked to supervisors that told me they would get this situation straightened around and I also was told they would call me back. No one has ever called me back. I also was told Im not the only one going through this, multiple people have been complaining about this same situation I have been with Boost for years now. Everything has been great up until now. All I want them to do is take the $23 thats added to my phone bill off and the money they have charged me for the last five months to be put on me and my daughter account the account is in my daughter name. ****** Im on her account shes a minor, so I handle our *****************. This is a small issue that can easily be correct I hope this issue can be resolved so I can move forward I dont wanna switch services. I just want the problem resolved.

  Business Response

  Date: 02/05/2024

  January 30, ****
  
  
  
  Ms. ******************
  1810 ********.
  *****, ** 68110
  
  Re:          BBB Complaint #********
                  ************
  
  Dear **************:
  
  On January 15, ****, we received your complaint, dated January 12, ****, filed with the Better Business Bureau.
  
  You stated that you purchased a device on a payment plan that should have been completed in August 2023. You requested a refund for the cost of the payments made since then.
  
  We submitted a request for a refund of $115.00. Please allow seven to ten business for processing.
  
  We apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  

• Initial Complaint

  Date:01/12/2024

  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 bought a phone from Boost Mobile on their website in a promotion wherein they charged me for ****** cents which included advance one month charge of 40 dollars months worth of service. This was supposed to be a no-contract phone.I was not able to activate my phone on time and got an email stating that they have charged my credit card for ****** as I had not activated the phone ( even though a first month service charge was already part of amount I paid upfront).This fact was not made conspicuous on their website including any indication for what the full amount would be. It was likely hidden behind fine print. Anyhow I called them on Dec 30, 2023 on ************ around 1:3PM PT to enquire and their case manager **** assured me that they will send me a new *** card and upon its activation they would refund the *** ****** charge right away. She created a ticket ******* for dispatching the *** card and asked me to call when I get the sim card and activate it.I called Boost Mobile again on Jan 8,**** to enquire the status of *** delivery and they told me that its probably due to holiday rush that I have not received the *** card yet. They mentioned that by Jan 12, I would be getting the *** card. I did receive the *** card on Jan 11, **** in mail and activated it right away and then called them same day but the agent was not very clear as what to do.I called again on Jan 12 and spoke to another manager ( id R40) and she told me that I had to activate it by Jan 4 and it was too late and that she would not honor what the earlier manager promised on Dec 30 phone call,I think this falls under unfair trade practices to assure the customer of one thing and then refuse. I requested Boost to save all the audio transcripts in my last call to them and told them I will be disputing this charge and filing complaint with BBB.Requesting BBB to intervene to get a refund for ****** ***.

  Business Response

  Date: 02/08/2024

  February 8, ****
  
  
  
  *******************************
  **********************************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ****************:
  
  On January 15, ****, we received your complaint, dated January 12, ****, filed with the Better Business Bureau.
  
  You stated that after experiencing difficulties trying to activate service, you were charged $602.92. You requested a refund.
  
  Our records indicate that on January 25, ****, $602.28 was returned via a credit/debit card chargeback. Please contact your financial institution for more information on these funds.
  
  Sincerely,
  
  
  
  ***********************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  **************************************************************** / ******* Better Business Bureau
                  **********************************, #***
                  ******, ** 80210
  
                  *****************************
  

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21137625
  
  I am rejecting this response out of safety given the track record of Boost Mobile to go back on their word. For now, **************** reverted the charge because I had disputed this with them and not Boost Mobile agreeing to it as they seem to imply. **************** will make this reversal permanent by March 26, ****, as they would like to give the chance to Boost to respond. After March 27, I am willing to close this case to satisfaction if there is no more back and forth with Boost and Amex.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/12/2024

  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 offers a rewards program through Boost One. I've been participating in this program in order to get money off my phone bill. I started playing Word City as one of the tasks. Every level I've had to open a support request. I reached level 258, and have not been credited for level 250. I opened a request to correct on Monday, and it has still not been addressed. I had to open up a request for every level.-As you can see, i had to open a ticket on 1/4 and was rewarded only for level 100. However, they did not credit me for level 50. -I opened up a ticket regarding level 50. The first time, it was closed without being addressed. I opened a second ticket and it was addressed on 1/7. By that point I was on Level 258, and should have been credited for all completed levels. However I was not. -I opened another ticket 1/8 for the level 250. Same thing, I have provided screenshots and Tapjoy/Booat mobile has ignored the ticket. I responded to the email and contacted Boost mobile by social media. I contacted the developer as well and left a 1 star review for Boost One and Word City on the app store. They all point fingers at each other in the responses. Also if you scroll through the reviews, alot of people are complaining about the same thing. They're not being awarded as advertised when tasks are complete. I am requesting that Boost mobile/Boost One/Tapjoy review my account and credit the 48 Boostcoin I am owed. Part of completing the tasks is having to watch a bunch of scammy commercials in order to play the game to "keep it free." Boost is not doing as they advertise and many people who have Boost are low income. I feel they are taking advantage of people in this way in order to get views on their scammy commercials. Thank you. Screenshots of the game and my missing rewards are included.

  Business Response

  Date: 02/05/2024

  January 29, ****
  
  
  
  Ms. *****************************
  181 *******************.
  ********, ** 42141
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **************:
  
  On January 15, ****, we received your complaint, dated January 12, ****, filed with the Better Business Bureau.
  
  You said that you reached various levels in the Word City game, but you have not received the 48 coins you are due for reaching these levels. You also said you are required to watch commercials to prevent having to pay for the application (app).
  
  A review of your account finds that, since the date of filing this complaint, you have been granted the credits in question. These credits have an account value of $0.48; however, as a courtesy, I applied an additional $1.00 credit to your account.
  
  Web application developers often sell advertising space to offset the development cost of the app you are using free of charge. You can purchase the app to prevent having to watch these pop-up ads. Please understand that Boost Mobile has no association with these advertisements and receives no payment for them.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:01/11/2024

  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 afternoon, On 1/5/2024 I tried to buy a phone (upgrade) from the website/application and through customer care for $59.99. Each time I received an error message. A report was filed and was told to try again in an hour or two. Still nothing. I ran to a Boost store after work and found I could buy the same exact phone listed on their website at the store for about $200 more. Well 6 days later after multiple attempts through all methods mentioned above with different payment types, I was told my only option was to go to the store and purchase one at the above price. Today I was told that for "some" reason my account was not able to buy a new phone from the website at the discounted price. That I had to go to the Boost store and try to finagle them down to a reasonable price. I had to do this because the Engineers, IT or escalation team (kept changing on my many calls) still hadn't worked this so called glitch out. We have 4 lines through them. Pay our bill on time. Been a customer for almost 5 years.. Just to be told I have to not only pay more money but need to debate with a salesclerk and hope things work out. Because they either really have a system error OR they are falsely advertising cheaper phones on there website then fabricate this error message to force people to buy a phone at the stores inflated pricing, activation and SIM card fees.

  Business Response

  Date: 02/01/2024

  January 26, ****
  
  
  
  *******************************************
  *****************************************
  *******, ** 39154
  
  Re:          BBB Complaint #********
                  ************
  
  Dear **********************:
  
  On January 12, ****, we received your complaint, dated January 11, ****, filed with the Better Business Bureau.
  
  You stated that you attempted to purchase a device through our website, but you received an error. You contacted our customer care department several times and attempted the purchase, but still to no avail. You went to a Boost Mobile retail store, but their price for the same device was much higher. You requested the device you wanted be delivered to you.
  
  Our records indicate that you successfully placed an order for the device in question on January 20, ****, and it was delivered on January 24, ****.
  
  We apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  

• Initial Complaint

  Date:01/11/2024

  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.

  Date Money was placed in boost account: 1/10/2024 Refund requested: 1/10/2024 Refund completed 1/11/2024 between 12:30- 1am Account number: ************ Refund transaction number

  Customer Answer

  Date: 01/12/2024

  For two straight days I talked with boost and multiple employees about how we could resolve this issue. On numerous occasions I was promised that my refund would be put on a card that was already attached to my boost mobile account. They told me at first they could only put the refund on the card it was taken from but the issue with that was the card was stolen and Im a victim of identity theory.  So I told them and I was very clear that the money couldnt go to that card because it was stolen. And it was very important my refund money which was 510 dollars go on my bank account card that I had used on many occasions to pay my boost mobile bill. That I did not want my money going back on the card that was stolen and I reported it stolen so please put my refund on card ending in ****. I was promise by ***** a customer service representative that the money would be placed on card ending in ****. So on 1/11/2024 I saw that the $510  was taken out of my boost account between 12:30-1am and it never returned to my card ending in **** so as soon as I woke up on 1/11/2024 I immediately called boost mobile and tried to get an answer as to where my money was and they told me that it was completed and to contact my bank. That there was nothing else I could do I then told them the card was reported stolen and I specifically told them not to place money on that card in the first place. And was told it would go to ****. I then asked for supervisor and they all said the same thing verbatim. They wouldnt give me their names employee numbers they wouldnt give me any more clear answers besides what they were reading on their computer verbatim to one another. Also they would tell me there name and then tell me there name was something else. I then asked where they were they said in the phillipians.  on a couple occasions I would get a rep that was same as before but change their name. This is a serious issue because these representatives that are employees by boost are being fraudulent and lying to customers. And wont give me their superior. Or tell me how to reach one. I believe this is a serious issue and the BBB needs to take a closer look as to what is going on in the phillipians at this specific location. Something is seriously wrong I believe u will find a lot of fraud going on. Please take a closer look at this. I want my refund $510 to be placed into account I specifically told them to return the refund too

  Business Response

  Date: 02/05/2024

  February 1, ****
  
  
  
  ***************************
  **************************
  ******, ** 62301
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ******************:
  
  On January 12, ****, we received your complaint, dated January 11, ****, filed with the Better Business Bureau.
  
  You stated that for two days you spoke to multiple agents,including supervisors, trying to get a refund sent to your new credit card after you reported your old one was stolen. You requested a $510.00 refund.
  
  Our records confirm that you received a refund on January 10, ****. Please contact your financial institution for further assistance if needed. No additional refund is warranted.
  
  Sincerely,
  
  
  
  ******************************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** / ******* Better Business Bureau
                  ****************************************
                  ******,** 80210
  
  *****************************
  
  

• Initial Complaint

  Date:01/11/2024

  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.

  December 30th I purchased a 10 gig $30 boost mobile data pack. I never received the data I paid for. I've been trying for over a week to get then to correct their problem which they acknowledged it was their problem. Yet they still haven't given me my data or my money back.

  Business Response

  Date: 02/01/2024

  January 26, ****
  
  
  
  *************************************
  300 ***********.
  *********, ** 40601
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **********************:
  
  On January 12, ****, we received your complaint, dated January 11, ****, filed with the Better Business Bureau.
  
  You said you purchased a 10 GB data pack for $30.00 on December 30, 2023, but you did not receive it or a refund.
  
  A review of your account records shows that you continue to purchase data packs before your regular, monthly allotment has been used. The data pack in question was applied to your account on December 30, 2023, and subsequently used.
  
  Your current plan allows 35 GB of data per billing period; however,add-on data packs are used before your monthly allotment is activated. As of this date, you have ***** GB of allotted data available. It is highly recommended that you connect to Wi-Fi as frequently as possible to limit your data usage. When a Wi-Fi network is not available, it is recommended that you do not buy additional data packs until your monthly allotment is used.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:01/11/2024

  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 iPhone from them. Service sucked and returned device within their 30 return policy. Its been months now and theyve blocked me from all communication and havent refunded me my money.

  Business Response

  Date: 01/16/2024

  January 15, ****
  
  
  
  ***************************
  *************************
  *********, ** 99336
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ****************:
  
  On January 12, ****, we received your complaint, dated January 11, ****, filed with the Better Business Bureau.
  
  You stated that you returned the phone you purchased from Boost Infinite within the 30-day time frame; however, you have not received a refund.
  
  A refund of $87.00 has been submitted to your credit card account for the initial payment you made. Please allow up to ten business days for processing.
  
  We apologize for any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  ***************************************************************** / ******* Better Business Bureau
                  *********************************************;
                  ******,** 80210
  
                  *********************
  

  Customer Answer

  Date: 01/16/2024

   
  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:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 3 phone lines with boost mobile and I bought the phones in April unfortunately someone stole one of my phones with the number ************* I called the company back in April and asked them to disconnect the line because someone stole my phone they told me the would but come the following month they didnt disconnect it they actually charged me for all three lines again. I called them again the following month and explained to them again that someone stole my phone and to please disconnect the line they said they would and again the following month they charged me again and this same thing went on for months and I have been calling them since then we are now in January and they just disconnected the line December:;31st but not before they charged me for the line again I tried talking to a supervisor but the agent said he cant get his supervisor I asked can the supervisor call me back he said no the agent was very nasty I recorded the call he said I cant speak to the supervisor I said can you please let me speak to your superior or manager he said no and I said okay Im gonna call and make a report because this isnt right its like they forced me to keep a line I explained was stolen solen I ask that you please help me to get my money back from this company please

  Business Response

  Date: 02/06/2024

  February 5, ****
  
  
  
  Taahirat ******
  ********************************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear *********************:
  
  On January 12, ****, we received your complaint, dated January 10, ****, filed with the Better Business Bureau.
  
  You stated your device was stolen, and your service was not disconnected, as you requested, causing further payments. You requested a refund of these payments.
  
  Our records indicate a disconnection request for your service was placed on December 5, 2023, for the end of that current billing cycle of December 31,2023. No prior disconnection requests were received.
  
  A review of your account shows the monthly charge for this line was $37.00, and a total of $224.00 of adjustments have been applied to your account, covering six months of payments. No further adjustments are warranted.
  
  Sincerely,
  
  
  
  ***********************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  **************************************************************** / ******* Better Business Bureau
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                  ******, ** 80210
  
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