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:01/10/2024
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.
I purchased a boost mobile phone on 11/25. I was told that i would not be charged $25 a month until i activated my service. I didnt activate until 12/21/23. I was also advised that if i activated by 12/31/23 the first month would be free. I was charged 3 $25 charges and one got waived but then i still had 2 remaining which i was told one was charged from 11/25-12/25 and the other from 12/21-12/25. If i wasnt suppose to be charged until i activated then my first month of service would start 12/21-1/21 and that first month was suppose to be free so i shouldnt even be getting a charge for service until 1/21/24. Also when i signed up I did not sign up for the apple care. ***** care was placed on my bill for 2 months of charges that i also want refunded because i never asked for that. I want everything i was overcharged credited to my bill because boost is illegally signing up extra services and charging extra fees
Business Response
Date: 01/12/2024
January 11, ****

*****************************
153 ***********.
**************, ** 92408

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

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

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

You stated that you were told you would not be charged until you activated the service and the first month would be free. You said you have already been charged three $25.00 payments, and you did not opt-in for *********** but you were charged for it. You requested to receive a billing adjustment for the free month, the early charges and **********.

My attempt to contact you by phone at ************** on January 11, ****, was unsuccessful, but I left a voicemail.

Our records indicate that we have removed the ********** protection plan from your account, and applied credits totaling $50.00 as compensation for the items you mentioned.

Sincerely,

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

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

                *********************
Customer Answer
Date: 01/14/2024

Complaint: 21113781

I am rejecting this response because:
I am still missing one month credited for $25. Can you please contact me at **************. The phone was a gift for my son. You can reach me at the the above number. The apple care was taken off but after i was already charged for 2 months of it. There was 1 remaining $25 i ended up paying for that needs to be refunded because i should not have been charged at all for any applecare. I paid the bill but they owe me back $25

Sincerely,

*************************
Business Response
Date: 01/30/2024
January 30, ****

*****************************
153 ***********.
**************, ** 92408

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

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

On January 29, ****, we received your rebuttal, dated January 26, ****, filed with the Better Business Bureau.

You stated that you are still due another $25.00 for the ********** charges. You also requested a call back to **************.

My attempt to contact you by phone at ************** on January 30, ****, was unsuccessful, but I left a voicemail.

Your original complaint stated that you were supposed to get your first month free and you did not opt into **********.

We applied a credit of $25.00 to your account on December 29, 2023, as compensation for the two ********** charges. We applied a credit of $25.00 to your account on January 8, ****, as compensation for the first month of service.

As an exception, we applied an additional $25.00 credit to your account.

Sincerely,

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

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

                *********************
Initial Complaint
Date:01/08/2024
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.
Very unhappy with my service from this store. Bought a brand new iPhone October 7, 2023. When I went home that same day not even 30 minutes after purchasing I noticed when charging it would get super hot. So I called the worker who sold me the phone named ******* that something was wrong with the phone. She told me that her boss would not do anything and that I need to fully charge it to see. Everyday iPhone would glitch and feel hot . I months later screen goes neon green and blacks out. So I go back to the store and she told me there was nothing they could do. She calls her boss ****** ******************* who ask if phone has any scratches she tells him no phone is in brand new condition. But then the boss says no we cant exchange the phone. So I ask ******* what is the return/exchange policy she tells me 7 days. Im like dont you remember me calling after I left she tells me yes but my boss. I will never purchase a phone from this boost again. But comes to find out he owns all boost mobile on island. I love boost but not to purchase a phone . Your better off purchasing a phone from apple. I feel ripped off big time. I had to go to apple 2 months after buying a brand new phone to have them fix my phone.
Business Response
Date: 02/01/2024
January 24, ****

Ms. ***********************************
HI 96744

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

Dear Ms. ******************** January 9, ****, we received your complaint, dated January 6, ****, filed with the Better Business Bureau.

You stated that you purchased a device at a ******************** retail store and it became hot while charging. Two months later, the screen went green, then black, and would not respond. You went back to the store and you were advised of their return policy. You indicated that you had to contact Apple to fix the device.

All ******************** retail stores are independently owned and operated, and set their own return and exchange policies.

The device manufacturer should be contacted for repair/replacement once the store return policy is no longer valid.

Sincerely,

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

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

                *********************
Initial Complaint
Date:01/07/2024
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 tried to get service with this company in July of 2023. After a week of trying to get my number from another company they decide to tell me the phone I bought wasn't compatible. (I checked it with them prior to switching services and they assured me it was compatible. I decided to stay with my other company and asked them to port my number back since the phone was incompatible and to close my account since i was unable to use their service. It failed and I lost my number after 17 years of having it. My complaint is that I'm still being charged by them on auto pay. I spent countless hours since August on the phone with them trying to get my money back for services I didn't receive and ended up disputing it with my credit card company in order to get my money back. It is now January **** and I'm still getting charged on auto pay. I again contacted them and again I get the run around and no solution. I shouldn't be dealing with this 6 months later when I never had even 1 minute of their services.
Customer Answer
Date: 01/09/2024
I was contacted by Boost Infinite in regards to this matter on 1/9/2024. I was informed by the caller that it is my responsibility to cancel auto pay from my account. I told them they have notes where I called day after day and month after month trying to get it canceled since I didn't even have an account with them. (Autopay was set up in the process of trying to get an account with them) Every time I was told that it had to be escalated to a special team to do it and was assured it would be done. I would again get charged the following month and I started the calls again. It's basically theft to take money from my account for services you aren't even providing me yet this went on for an entire 6 months. It seems like they could take responsibility for their mistake month after month. This has caused me mental anguish spending hours upon hours telling the whole story to operator after operator and the time I've spent on hold. It's really bad business to call an unhappy non customer and basically tell them this is their fault for not canceling auto pay. (Which again I tried month after month with assurance that it was taken care of)
Business Response
Date: 01/11/2024
January 10, ****

Ms. ***********************
**************************************
****************, ** 32168

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

Dear Ms. ***************** January 8, ****, we received your complaint, dated January 7, ****, filed with the Better Business Bureau.

You said you were unable to use the service (as your device was not compatible), and you expressed frustration with losing your phone number after a failed port out. You also state you continued to be charged via AutoPay despite your request to cancel in August 2023. You requested for your account to be canceled and to longer be charged, and to receive a refund for the months you did not use the service.

Our records show your account is disconnected. Because your account is disconnected,your phone number is no longer available and your credit card will no longer be charged.

You have already received a refund of $25.56 for the month of August 2023. As a courtesy, I submitted an additional refund of $51.14, covering the payments from September and October, sent to the credit card ending in ****.

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
                *********************************************;
                ******,** 80210

                *****************************
Customer Answer
Date: 01/11/2024

Complaint: 21110373

I am rejecting this response because: I received an email today 1/11/24 stating that my account will be automatically charged this month. I have provided photos.

*************************************************
Business Response
Date: 01/30/2024
******* 25, ****

Ms. ***********************
**************************************
****************, ** 32168

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

Dear Ms. ***************** ******* 25, ****, we received your rebuttal, dated ******* 25, ****, filed with the Better Business Bureau.

You said you received an email stating your account will be automatically charged for ******* ****.

As your account was not fully disconnected, you were going to be charged for the billing period of December 7, 2023, through ******* 7, ****.Your account is now fully disconnected; therefore, I submitted a refund of the payment of $25.52 taken on ******* 26, ****. If you are charged for service next month, please reach out to me directly at ************** and I will refund that payment as well.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/07/2024
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.
My mother passed away & my father has come to live with me. I had to cancel their previous phone plan because he could no longer afford it so i was going to add him to mine with Boost Mobile. I needed to get him a new phone. The store i went to January 5th, **** on ***************. In **********, ******** didnt have the phone he needed so the clerk contacted her manager who said she could bring one at 7:30 that evening. We went back to the store at the designated time and had to wait 1/2 hour for the manager to arrive. While waiting the music playing in the store was very inappropriate full of obscenities ("f" bombs & the "n" word). My 81 year old father was very uncomfortable .The manager finally showed up with the phone which i was told earlier would only cost $26. I told her that i had signed up with Boost Infiniti online & was going to add my father to that account as soon as i recieved the sim card in the mail. She said she couldn't sell me the phone without activating it & that would be another $60. & that Boost Infiniti wasn't part of there services. She was going to add him to my existing boost mobile phone. She screwed up the transaction & blamed me for mentioning boost Infiniti. When i told her that wasn't my fault & to just give me a full refund, she behaved in a threatening manner & told me "I'm the manager& I don'thave to put up with this , I'm off the clock" & would not refund my money. She ended up changing the simm card in my phone (which didn't have anything to do with the transaction & didn't need to be replaced) then said "she paid to activate my dad's phone because she wasn't going to make it a wasted trip for herself having come there from South St Louis County, **.The whole experience was awful & I will most likely have to pay again to switch my dad's phone to the boost Infiniti account. I would like to be refunded the $60.00 activation fee. The managers name was *****.
Business Response
Date: 02/05/2024
February 5, ****

*****************************
*************************************
Cottage Hills, ** 62018

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

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

On January 8, ****, we received your complaint, dated January 7, ****, filed with the Better Business Bureau.

You stated you were charged an activation fee at a Boost Mobile retail store despite not requesting assistance. You requested to have the fee you paid refunded.

Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory, fees and payment policies. Please visit the store in question for further assistance.

Sincerely,

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

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

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

Complaint: 21109932

I am rejecting this response because:

Sincerely,

*********************
Customer Answer
Date: 02/17/2024

Complaint: 21109932

I am rejecting this response because: Boost mobile is saying that each store is independently owned , therefore they have nothing to do with the complaint that I made. They told me to go back to the manager who behaved in such a belligerent manner & try to resolve the issue with her. Boost will not hold accountable a store caring their name for the personnel's horrible behavior. Their response is completely unacceptable.

Sincerely,

*********************
Initial Complaint
Date:01/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My service was suspended twice unexpectedly. None of the representatives I have spoken to can explain exactly why. I have been told that boost terms and agreements have been violated. I have filed a claim with the company due to their being a obviouserror. I have been a customer for over 10 years and haven't had any issues until 2023 when the company merged and became boost one. I have asked for the claim to be investigated because there has been no follow up. The first time I had to change my number due to my old number being suspended indefinitely. My service was suspended again in December of 2023 so I decided not to file a claim and leave the number suspended. My phone has been cut off since December 18th and I was recently charged a fee of 35 dollars even though my plan was suspended by them. I was sent a text saying I called chat lines. I have not called any chat lines. I've asked the claim department what numbers were chat lines and Ive never been told. I pay for unlimited talknand text. I would like a reissue of these funds. I would also like this matter investigated for possible fraud. I would also like access to all of my phone records.
Business Response
Date: 01/31/2024
January 26, 2024

Ms. *********************
****************************************************************

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

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

On January 8, 2024, we received your complaint, dated January 8, 2024, filed with the Better Business Bureau.

You expressed concern that your account was suspended due to a violation of Terms & Conditions (T&C), but AutoPay continues to take payments from your credit card on file. You requested refunds for all payments after suspension,and to receive your account records to determine the cause.

When we spoke on January 26, 2024, you said that you know the individual that caused this to occur with your account and have filed a report with local law enforcement.

I informed you that AutoPay has been deactivated on your account, which is now disconnected. In addition, you will receive two refunds: one for $210.00, to be applied back to the card on file, and another for $70.00 (in the form of a check).

As stated in my email to you on January 24, 2024, any account records must be requested through the submission of a subpoena, court order or search warrant.

Sincerely,

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

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

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

Customer Answer
Date: 02/02/2024

Complaint: 21109588

I am rejecting this response because:
The police asked me to ask the business to send over the records. I have already filed a police report. I am unsure how to obtain a subpoena/ court order with limited information.
Sincerely,

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

Ms. *********************
****************************************************************

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

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

On February 15, 2024, we received your rebuttal, dated February 15, 2024, filed with the Better Business Bureau.

You said you have not received the account records you previously requested and you do not know how to obtain a subpoena with limited information.

As stated in my previous response, we cannot release the requested account records without a valid subpoena issued through a court or authorized law enforcement agency. In addition, we cannot provide instructions or guidance on how to obtain a subpoena.

Sincerely,

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

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

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

Customer Answer
Date: 02/24/2024

Complaint: 21109588

I am rejecting this response because I'm not asking for "guidance" I'm asking for clarification. I understand that it is a subpoena to request the records but what information do I need to obtain from you guys to get this done. I'm asking to be provided the information I would need to go to the police to get a subpoena for phone records. Can you, at bare minimum, provide my former account number so I can use it as a reference. Could I also be provided the reference numbers for the now closed tickets filed with the numerous representatives and supervisors I've spoke with. I'm fully capable of handling this issue I just need to know exactly what information needs to be given to the police so I do not have a baseless case presented to them that will not be taken seriously. Thank you.

Could I have my former account number? Could I have the tick as a former customer. Am I supposed to give them the business name or use you as a point of contact for the information. After describing the issue would i?
Sincerely,

*********************
Business Response
Date: 03/04/2024
March 1, 2024

Ms. *********************
****************************************************************

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

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

On February 29, 2024, we received your second rebuttal,dated February 29, 2024, filed with the Better Business Bureau.

You said that you rejected my previous response because you perceived it as providing guidance, and what you want is clarification. You would like to know what information you need to provide the police for them to issue the subpoena,along with your former account number and all closed ticket numbers.

As stated in my voice message to you today, your former account number, ************. We cannot provide the ticket numbers or any other information without a subpoena; therefore, when completing the request to issue a subpoena, request all records pertaining to your account.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/07/2024
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.
This service is such a SCAM. I got their service back in the beginning of November 2023. I got their infinite access plan for $60, which included the iPhone 15 pro.Since the beginning the service was kinda bad, calls would drop and their internet service (whether 5G or LTE would be slow, everywhere I would be speeds of 15-50mbs). That was their fast speed part of the service.Once I used up their 50gb like 10 days later. I could get 5mbs if I was lucky. Consequently, I decided to cancel service. Boostinfinite does an offer a 30-day money back guarantee (********************************************************************************). I cancelled the service and immediately ported out at the 10 day ***** The very same day I sent the phone back to them (boost does not offer to pay for sending the phone back). I waited about a week after that, and my money did not come, so I called them.Boost representative told me it was on the way. Follow up a week later they charged my credit card again. Now, just yesterday they made a charge of ~$250. I called them they can't explain it, so they will take it 10 business days to give me my money back. Here is the thing. Boostinfinite is supposed to have refunded me already ~$241 from the 30-day money back guarantee and the money they charged me before (they haven't). Boost has not returned a single *****. I call and they keep giving me this useless ticket numbers, I say useless because when you call and give it to them they just ignore you. Now this people have almost $500 of my money, that I do not know if they'll give me back. I contacted my bank, and my bank will do an investigation but I do not know where that will even get me. My advice is not to use their service at all. There are cheaper and better options out there. If you do business with this company they'll do everything to keep your money and never give it back. However, is not even close to worth the hassle once you find out the service is c***
Business Response
Date: 01/19/2024
January 18, ****

*******************************
**************************. 4D
****, ** 07202

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

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

On January 8, ****, we received your complaint, dated January 6, ****, filed with the Better Business Bureau.

You stated you started service in November 2023. You were dissatisfied with it and ported your number out after ten days. You sent your device back. After speaking with customer care, you were told that you would receive a refund of $241.00 for the 30-day money-back guarantee. You said that you never received your refund, and requested this be resolved.

When we spoke on the phone today, you informed me that this issue was already resolved to your satisfaction and you no longer needed assistance.

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

*****************************
Initial Complaint
Date:01/07/2024
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 12/12/23 I went to the Boost store in **********, **. I told the clerk I only needed a phone for text and calls that I did not need any other sites on it. Yes, they had a "Get The Phone Free" going on. She suggested the Moto G5. Upon her suggestion I took that phone. About the time I purchased a case and a cover for $50.00 she got a phone call stating she needed to pick her child up from school. That was the end of the visit, she needed to close the store. I returned later to find a sign on the door that they would re-open on the 19th. On the 19th I returned to a sign stating they moved so I headed to ******** to another store. All 3 stores I tried were either gone or not open. So, I got on the phone. I spent hours and talked to many people trying to get this resolved, everyone of them had a different answer to my problem. They were ignorant answers from ignorant people. Today, 1/6/24 I put 60 miles on my car to go to ********. I went to the Franklin ****** store because it was the closest open store to me. I waited for the customer in front of me for approx. 1/2 hour. His phone rings. I am told his wife's car broke down, he was closing the store, he would be back in 30 minutes. I went to another store and shopped for a 1/2 hour, went back to the store and there was a sign stating he would be back in ********************************************* was there waiting for the clerk too. She told me she had waited a lot more than 10 minutes. I had to leave because I spent my afternoon (again) waiting for Boost and could not wait any longer because I have trouble driving after dark and had 30 miles to drive home. My phone still is not fixed after all the effort I have put into doing so. Why doesn't Boost put a little bit of effort into what they call their business? My time and effort has been wasted> I have right too and my next step will be an attorney!!!
Business Response
Date: 01/23/2024
January 19, ****

*******************************
********************************
**********, ** 28092

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

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

On January 8, ****, we received your complaint, dated January 6, ****, filed with the Better Business Bureau.

You stated that on December 12, 2023, you purchased a new phone from a Boost Mobile retail location. However, your appointment was cut short, as the store agent needed to close early. You returned later to find that the store would be closed until December 19, 2023. When you returned a second time, you found another sign informing you that the location has since relocated. You attempted to visit three other locations, and found they were also closed or moved. You stated that throughout this time, your phone needed to be fixed and you were unable to receive assistance. You requested to be contacted about this issue.

A review of your account revealed that you initiated and completed a number port out with our customer care team on January 10, ******** you no longer have service with Boost Mobile.

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

*****************************
Initial Complaint
Date:01/07/2024
Type:Billing 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.
On October 2, 2023 we activated a Boost Mobile phone and had to provide a credit card for an automatic deposit program. We were informed at the time that they would not activate the phone without a credit card. On November 20, 2023 I phoned Boost to cancel the phone line, as we returned home and the monthly subscription was not longer required. We were told that the monthly subscription would end on December 2, 2023. On December 3, 2023 a charge was applied to our credit card for another month of cell service. I called on December 5, 2023 to cancel the subscription and top request a refund. I was told that the subscription was cancelled and they would provide a refund. On January 3, **** another charge was applied to our card. I again phoned Boost and was told that the subscription had been cancelled but not the automatic withdrawal and that they did not have the capability to issue a refund. I was informed today that the automatic withdrawal has been cancelled and that they would not issue a refund. How can they cancel a subscription and still charge you for the service/subscription?
Business Response
Date: 01/31/2024
January 23, ****

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

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

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

On January 8, ****, we received your complaint, dated January 6, ****, filed with the Better Business Bureau.

You said that you called on November 20, 2023, to cancel your account, and you were told your service would end on December 2, 2023; however, it did not and you were charged again on January 2, ****, and informed that a refund could not be issued.

When we spoke on January 23, ****, I advised you that your account was enrolled in AutoPay; therefore, it remained active due to the nature of our service being prepaid. You confirmed that a chargeback/disputed payment was credited to your account on January 2, ****, and I informed you the December 2, 2023, payment would be refunded.

I apologize for any inconvenience this may have caused.

Sincerely,

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

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

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

Customer Answer
Date: 02/01/2024

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:01/07/2024
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.
This company has been charging me and I have the *** program and proof and screenshots from the moment I was approved. Yet they cant locate my account, therefore, they will not accept the federal discount that is mandatory for them to accept. The government is providing the discount so it has to be accepted. However, none of their agents are in the U.S so I dont expect for them to know that. I need a refund for the payments taken out.
Business Response
Date: 01/25/2024
January 23, ****

*************************
3417 ****************.
*********, ** 89129

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

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

On January 8, ****, we received your complaint, dated January 6, ****, filed with the Better Business Bureau.

You stated that you were enrolled in the Affordable Connectivity Program (***), but you are not receiving the *** benefit on your account. You requested a refund of your payments.

Our records indicate that you signed up for the *** under a plan for a hotspot device. There are two accounts set up under your information, and account number ************ is a hotspot device account under your name and address that is receiving the *** benefit. If you would like the benefit applied to your cell phone account, you will have to disenroll and reapply under the correct promotion.

To reapply for the ***, you will need to visit a participating Boost Mobile store. Please go to www.boostmobile.com to locate one near you. We suggest that you call beforehand to confirm they are participating in the ***.

Sincerely,

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

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

                *********************
Customer Answer
Date: 01/27/2024

Complaint: 21108724

I am rejecting this response because:

it clearly stated I was approved for a $30 phone plan in the screenshotsplease explain
Sincerely,

*********************
Business Response
Date: 02/09/2024
February 8, ****

*************************
3417 ****************.
*********, ** 89129

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

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

On February 7, ****, we received your rebuttal, dated February 7, ****, filed with the Better Business Bureau.

You stated that the screenshots provided show you were approved for the $30.00 phone plan under the Affordable Connectivity Program (***). You requested an explanation.

The screenshots you provided do not show phone numbers or email addresses, but I can confirm they are from your hotspot account. You must choose to apply your *** benefit to one of these three options at one given time: unlimited phone plan, tablet plan or mobile hotspot plan, with 10 GB of data. Your hotspot account was set up on the $30.00 unlimited talk and text plan with 10 GB of data and is receiving the *** benefit; your phone account was set up on the $25.00 unlimited talk and text plan with 30 GB of data. We regret any confusion.

Sincerely,

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

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

                *********************
Initial Complaint
Date:01/07/2024
Type:Order 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.
Had service from 5/23 to 11/23 where I never used one G because of a network issue. Not one employee in person or over the phone could assist me with fixing the issue. I cancelled in 11/23 and was not charged in December. We're now in January **** and I'm being charged again. Please help.
Business Response
Date: 01/31/2024
January 24, ****

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

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

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

On January 8, ****, we received your complaint, dated January 6, ****, filed with the Better Business Bureau.

You stated that you canceled your account in November 2023 due to technical issues. You were not charged for the service in December 2023,but you were charged in January ****. You requested to receive a refund.

My attempts to contact you by phone at ************** on January 23 and 24, ****, were unsuccessful, but I left a voicemail on each attempt.

I located your account (for a hotspot with a Linkzone device) and found it still active. Per your request, I disconnected it, which will become permanent on February 5, ****. I also made an exception to our policy and submitted a request for a $12.02 refund of the January payment.Please allow seven to ten business days for processing.

Sincerely,

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

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

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

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