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

5,035 total complaints in the last 3 years.
1,495 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:01/11/2024
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 am a customer of ******************** and I pay $75/month for unlimited Data up to 50GB. Boost alleges that I ran out of data before my billing cycle was up, I didnt dispute that and on January 5th I proceeded to buy more data. I spent $15 for 5GB of data to be added to my service. I am disputing ever getting the data because my phone continued to have low data through the 5 days I was allotted after paying. There was no difference in data and theyre unable to explain when it was used. My normal due date is January 10th which is when I expected my service to be reinstated after making my monthly payment. Today after paying I was informed that I would not have my service renewed until after another day. Im suggesting that Boost Mobiles predatory practices wrongfully limits customers data in an effort to capitalize off of their a la carte data package services after customers are exasperated from faulty service and desperately looking for the data theyre ***********.
Business Response
Date: 02/05/2024
February 2, ****

*********************************
** 33401

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

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

On January 12, ****, we received your complaint, dated January 10, ****, filed with the Better Business Bureau.

You said you purchased data packs, but you did not receive them and you were unable to obtain any information as to when your data was used. You also said you expected your service to be restored immediately after making a payment, but it was not until after another day. You requested a refund.

Our records show your account was affected by a systematic issue with the data packs. They have been reset to 25 GB, and your data refreshes on the 12th of each month. We apologize for the inconvenience.

Respectfully, no refund will be issued.

Sincerely,

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

***************************************************************** /******* 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.
About 2 years ago I purchased a new ******** cellphone. I paid cash upfront, paying it off immediately and I had service with Boost. Forwarding to now 1/5/24, 1/6/24, 1/7/24 and approximately 8 hours on telephone calls to Boost Mobile customer support at *************************** trying to resolve this problem. The problem is that I now want to use my phone on Mint Mobile. Ive already verified that my phone will work on Mints network. Boost keeps telling me that the phone has already been unlocked, but it hasnt. After many trips back and forth to Boost Mobile store and many phone calls to Boost Customer Support, I dont know what else to do. Mint says that its locked and it needs to be unlocked by Boost. I finally decided to call ******** Customer Support and they asked for the **** of the phone in question. They told me that according to their records, my phone is locked by Boost Mobile. I went to Boost Mobile with the information and they said that I can just stay with them using Boost Mobile services and the phone will work. They are trying to hold me hostage and keep me using Boost! Im tired. Im exhausted from trying to get the phone I paid for to work on the network of my choice, but I refuse to allow Boost to hold me and my phone service hostage.
Business Response
Date: 02/01/2024
January 25, ****

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

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

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

On January 12, ****, we received your complaint, dated January 10, ****, filed with the Better Business Bureau.

You said that you have been told your phone is unlocked, but you cannot use it with Mint Mobile.

When we spoke on January 25, ****, I explained to you that this particular phone requires a PIN to complete the process. I provided this PIN, which is ********, along with my contact information *************) to call me back if necessary.

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:
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.
Made two payments to try and extend my cell services for two years. One payment went towards my service, the other went as a "credit" on my account. I got a notification that a payment was due soon on my account. I logged in and this "credit" disappeared. Contacted Boost Mobile six times now. I was told that they "did not keep records older than six months" and to contact my bank. I contacted my bank and got a letter stating the money was withdrawn from my account. I have the letter as well as printed receipts. Boost then told me they have no way to receive these documents, as "they dont have an email address to send these too." They "opened up an internal case" but every time I call, no one has any clue as to what is going on or an explanation to where my $103.10 went.
Business Response
Date: 02/07/2024
February 7, ****

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

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

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

On January 12, ****, we received your complaint, dated January 10, ****, filed with the Better Business Bureau.

You said you made two payments to extend your service for two years, but you received a notification stating your bill was due and the credit was no longer showing on your account. You obtained proof of payment from your bank and Boost Mobile states there is no way to receive this document.

My attempts to contact you at ************** on February 6 and 7, ****, were unsuccessful, but I left a voice message with my contact information, *************.

On February 10, ****, I was able to restore the $103.10 credit on your Boost Mobile account.

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: 02/07/2024

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:Customer Service 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 paid my phone in full over a year ago, dish bought boost and started charging me for a program called the boost up program that dish/boost now no longer offers. They can't locate my contract for me financing this phone that I financed through them December 2021 for only 18 months. I have tried contacting them over the past year talked with many supervisors and none follow through with what they say. They can't even pull my billing up prior to 09/23. I know I'm not the only one I see this all over the web and it looks like there possibly could be a lawsuit over this They state they are no contract, however they have my phone locked and state that
Business Response
Date: 01/23/2024
January 19, ****

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

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

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

On January 12, ****, we received your complaint, dated January 9, ****, filed with the Better Business Bureau.

You said you already paid off your device and indicated you are still being charged the installments. You also said your device is currently locked. In addition, you expressed frustration with the customer care you received.

The installments have been removed from your account, so you will not be charged any more moving forward. Additionally, a refund of $108.00 is being issued to the card ending in ****. Please allow 3-5 business days for processing. Additional credits are not warranted.

Our records show your device is currently unlocked. 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 strive to provide excellent customer care and we regret that your experience was unfavorable.

Sincerely,

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

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

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

Customer Answer
Date: 01/24/2024

Complaint: 21123441

I am rejecting this response because: I have ask for my original contract for the phone. No one is able to provide me with that, If that is the case then I need the cost of the phone back instead of just $108. I'm not sure where the $108 is coming from but I want the contract or the amount of the phone. The company has been illegally charging me since they are not able to find my contract. The amount of time that I have spent on the phone with the rude, don't know how to listen to their customers and hang up in their face several times and then state they don't have to notate the phone call unless we the customer specifically asks them to, meaning they are able to get on any account and do what ever with, but my point is that $108 wouldn't even cover the cost of my time that I have been on the phone, sitting on hold, coming back from break late because i'm on hold or trying to explain to another customer rep what is going on she can't answer it, I cant get a supervisor they are in meeting 96% of the time. No what you just offered is not acceptable knowing you where illegally charging me with no proof.

Sincerely,

*********************
Business Response
Date: 02/06/2024
February 6, ****

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

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

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

On January 31, ****, we received your rebuttal, dated January 31, ****, filed with the Better Business Bureau.

You rejected our response, as you have requested copy of the contract for your device, but no one has been able to provide you one. You also requested a refund for the full cost of the device, as the $108.00 you received is insufficient. In addition, you expressed concern with the customer service you received. You requested a copy of your contract and a full refund for the device.

Enclosed is a copy of your Retail Installment Contract for review.

Our records show you made three overpayments for your BoostUp loan, and we refunded more than that as a courtesy. Your request for additional refunds is declined.

I regret the way your issue was handled by our representatives. 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.

Enclosure

***************************************************************** /******* Better Business Bureau
                ***********************************350
                ******,** 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.
I signed up for a promotion for new cell phone service, The offer provided a iPhone 15 Pro *** for free with activation of a new line. I recieved the phone and went through the activation process. I ported a phone number in and they failed on their part to port in. They canceled the account because of the failed port and no longer offer the original promotion. They only resolution was to return the phone and place a new order with new account information at a higher price then the original.
Business Response
Date: 01/17/2024
January 16, ****

***********************
4219 **********.
**********, ** 08110

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

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

On January 12, ****, we received your complaint, dated January 9, ****, filed with the Better Business Bureau.

You said you had difficulty porting in your phone number, which caused your service to be disconnected. You also indicated that if you restart your service, the plan you signed up with is now unavailable.

After difficulty porting in your line, the service was disconnected. A full refund will be provided, once we receive the iPhone we sent you and inspected its condition.

You signed up for our Infinite Access for iPhone $60.00 plan. If you opt to create a new account, this plan is still available. Please visit ****************************************** for more information.

Sincerely,

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

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

                *********************
Customer Answer
Date: 01/23/2024

Complaint: 21122624

I am rejecting this response because: You advertised a deal then walked back on the deal after your porting department was unable to perform a very common typical task that any mobile carrier performs. Your customer service agents have no consistent answer to issues or solutions. You charged to return a product that can not be used based on an error by Boost Infinite.

Sincerely,

*******************
Initial Complaint
Date:01/10/2024
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.
11/27/2023 - Auto pay for $35. was taken out for service between 11/27-12/27 2023. On 11/28/2023 - Called Boost to let them know to cancel the acct and refund the $35 back to the acct since my mom passed away (Nov 16th) and had no reason to keep the line open. At that time ******* (******) provided Cancellation#(3087485) and Refund Confirmation(3087548) to me and stated that it was for refund. I placed several calls in Dec 2023 requesting status of the refund and cancellation- spoke to ***** and ******-they stated that it was still processing and that I will need to wait until 12/27 for the acct to close and for the refund to kick in about 3-5 days after cancellation. It sounded odd to me- I told them that I needed the acct closed on 11/28th (there was no need to keep it open) but they said that this was the process and I needed to wait. I still called back again in Dec just to confirmed what they said and recvd the same answered. On Jan 9 **** called again to get the status of the refund since I have not recvd it and requested to speak to a Supv.-********* (ID:***) he told me that the system dont have the money at this time and that the tickets were closed by a back office in Dec. and there was no way he can returned the money. This was a total surprise to me - I told him i needed to speak to disputes or complaint **** because i was mislead by all previous reps, he told me that he didnt have any other info in how to handle this issue. All he knows is that there is no money to refund me at this time. My question is why is Boost doing this to customers even though as a consumer I did my part to close this acct? The reps were the ones keeping the acct open even though I wanted it closed since 11/28th. Totally wrong, especially when i kept calling back to know the status of the acct and Supv ********* didnt have the info for me to escalate the issue and resolved w Boost instead I needed to come here and file a complaint. I need my refund of $35 -I dont need to pay for your incompetent customer service reps- I did what they told me to do- As a consumer my part was done-Your reps let the acct on by telling me I needed to wait for the acct to close before the refund can kick in- Not acceptable I am speaking to the *** now in headquarters to step in and fix this problem and to also tell you to revise your customer service training and make it right! Looking for a better turn around resolution.
Business Response
Date: 02/02/2024
January 31, ****

Ms. *******************
************************************
*******, ** 32738

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

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

On January 11, ****, we received your complaint, dated January 9, ****, filed with the Better Business Bureau.

You said that on November 27, 2023, a $35.00 payment posted,but on November 28, 2023, you called in to cancel the account and request a refund, as your mother had passed away and the service was no longer required.The agent you spoke with informed you that a $35.00 refund was submitted, but you did not receive it. When you contacted us later on, we stated there was no way to refund the payment.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Nevertheless and as an exception, I requested a refund of the final $35.00 payment collected on November 24, 2023, to be sent to the **** card ending in ****. Please allow up to two weeks for processing.

Please accept our condolences for your loss, and we regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/10/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After over a month of working with Boost Mobile for them to update my address from the one they had originally had on file from over ********************************************************************** their system to my current one I've been at for almost 2 years. They sent my phone to an old address in ********** (I live in ********** I saw this today when trying to track my phone. I immediately called Boost to tell them they sent the phone to the old address that should have been updated as they told me it had been. The phone is at a *** distribution center in **. I tried contacting *** but they said the sender (Boost) would have to make any changes to the delivery address. Boost refuses to refund the purchase price on the phone $21.89 unless I physically have the phone which they sent to the wrong address in a different city. In addition to that they charged me $8 for insurance on the phone that they did not ask me or tell me about they just charged me for it and they refuse to refund even that. I filed a complaint with my credit card and disputed the charges but quite honestly Boost should be shut down, their business practices are unethical. During the time I waited (over a month) for them to update my address (they said it was updated to my current one but obviously it wasn't as they shipped the phone to a city I haven't lived in for a decade) they offered me a phone that by the time my address was supposedly updated, the price on the phone increased by $50 in other words they pulled a bait and switch. After hours and hours on the phone with Boost customer service to resolve any of this they just keep doing worse things. I would like to see them out of business, Thank You
Business Response
Date: 02/01/2024
January 23, ****

*********************
**************************** 1
*********, ** 44109

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

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

On January 11, ****, we received your complaint, dated January 9, ****,filed with the Better Business Bureau.

You stated that you placed an order after changing the address on your account. The device was being delivered to your old address so you contacted us, but you were told to contact **** You expressed concern that we will not refund the purchase. You also indicated that device insurance was added to your account, which you did not request. In addition, during the time you waited for your address to be updated, you said the price of the device increased to $50.00. You requested a billing adjustment for the device insurance.

Our records indicate that the shipment was returned to our warehouse and a refund processed on January 13, ****. We also applied a credit of $16.00 to your account as compensation for the device insurance charges.

Please note, the device you purchased is still available on your account as an upgrade at the same price of $19.99.

Sincerely,

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

cc:           ****** / ******* Better Business Bureau
                ***********************************350
                ******,** 80210

                *********************
Customer Answer
Date: 02/05/2024

Better Business Bureau:

Because of your intervention and filing a complaint with my credit card, Boost Mobile was forced to refund the $8 they charged to my credit card for insurance I was never asked or told about and certainly never agreed to.
Their offer of a new phone to me is a lie because they can't put my current address of 2 years into their system. That's why they sent the phone I ordered to a different city to the one where I lived even though they repeatedly promised me that would not happen,
Even tough they are still guilty of shady business practices, they did return the money that they stole from me so I'm satisfied,
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:01/10/2024
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.
My bill was due on the 7 of the month on a prepaid phone. I paid my bill on the 28 of December, for the 7 of January. At 8:26 a.m. there was transaction at the bank. i speak with a customer service on 7 and they said for me to get with my bank and it seems that the transaction not on my bank statement. They oue me $50.00. About four to six month ago, i had to get BBB to my $50.00 back from they because it took double payment. I think you can find my money on the *** "the Brain" on there computer network. I think there delete data, trying to hidden stolen money from the customer bank account. It not automatic pay i go on and make my individual monthly myself
Business Response
Date: 02/13/2024
February 3, ****

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

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

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

On January 26, ****, we received your complaint, dated January 9, ****, filed with the Better Business Bureau.

You stated that your bill was due on January 7, ****, and you made a payment on December 28, 2023. You spoke with customer care on the seventh of January, and they advised you to contact your bank. The transaction is not on your bank statement and you are owed $50.00, as you allege the payment records have been altered to hide money stolen from your account. You requested a refund.

Our records indicate the $50.00 payment on December 28,2023, failed, and we did not obtain a successful $50.00 payment until January 8, ****. As you indicated in your complaint, the transaction is not showing on your bank statement, possibly because it was not successful. Please note we are unable to change or delete data to alter payment information, as you stated.

We decline your refund request for $50.00, as a second payment was not processed on your account.

Sincerely,

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

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

                *********************
Initial Complaint
Date:01/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer reduced for a considerable amount of time and Ive experience four different occasions when my phone was shut off and Im on auto pay, there was no issues with my card and it caught me traveling one time where I couldnt use my MapQuest and today it happened again on my birthday when I had real reservations and three other individuals joining me and it ruined all my plans my card is valid and there should be no issue and after multiple times I think I deserve some kind of compensation and inability to get through to someone
Business Response
Date: 01/23/2024
January 19, ****

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

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

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

On January 11, ****, we received your complaint, dated January 8, ****, filed with the Better Business Bureau.

You said that you are experiencing issues with your device and you requested a store credit as compensation.

As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control.

In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections,slower service speeds, etc.) may impact the quality of service.

Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified.

Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. Please visit the store where you purchased the device for further assistance.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

*****************************
Customer Answer
Date: 02/09/2024
As a boost customer for quite a while I have been on auto pay the entire time I have had my phone cut off 5 times when I call in Im promoted to make payment sand asked if they should use card on file I say yes and payment is successful when speaking to representative about why my phone is getting shut down they say they have the wrong card for auto pay yet they just proceed payment and my auto payments have succefully processed with no change to payment ( card on file) the inability to recieve calls has now lost me a days work and u continue to evade the fact you are aware of issues and are trying to put the reason on anything but the truth
Desired Resolution: For the inconvienece and personal loss of work and extreme stress and the repetitive nature of events
Initial Complaint
Date:01/10/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an unlimited phone service for about $60.00 per month that came with an iphone 15 for free and a new phone each year for free on 11-28-2023. Receive the phone a few days later and spent the next 2 weeks unsuccessfully trying to get it too work, much like the numerous people that have filed complaints before me. The phone was returned on 12/14 via **** with tracking. They received it 12/18. I have been trying to be refunded the initial charge of $60 ever since. I had a 30 day guarantee, 100% satisfaction. Numerous phone calls and numerous transfers to other people and numerous times been given ticket numbers with "money will be returned in 3 to 5 days. I even have an email stating $60.00 has been credited to your account. But as of 1/8/23 the $60 has NOT been returned. After 40 minutes on the phone just now I was disconnected. I would like a refund of $60.00
Business Response
Date: 01/12/2024
January 11, ****

****************************
*****************************
*************, ** 30044

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

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

On January 10, ****, we received your complaint, dated January 8, ****, filed with the Better Business Bureau.

You said you purchased a device and plan for $60.00, but you returned the device because you were unable to get the service to work. You were told you would receive a refund, but you have been unable to get one from customer care. You requested a refund.

Data coverage is not available everywhere and service speeds are not guaranteed.Data service speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service.

Boost Infinite constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone,and no network issues were identified.

Our records show we have since received your device, so a refund of $60.00 was issued to the card ending in 4415.

We strive to provide excellent customer care and we regret that your experience was unfavorable.

Sincerely,

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

cc:           ****** /******* Better Business Bureau
                ***********************************350
                ******,** 80210

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

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