Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

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:01/04/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I updated my mailing address using the Boost mobile app on 12/22/23. I placed an order on 12/26/23 through the Boost mobile app for an Iphone 12. The price of the phone for the upgrade was $199.99. I added ***** care for an additional $12. The total price of the order was ******. The Order number is 7324-094714-7822. The system would not allow the billing or shipping address to be entered manually. I confirmed shipping address listed was correct before placing the order. I received an email from Boost on 12/27/23 stating the order shipped, with tracking number for *** 1Z52A2590315263320. The shipping email showed the old address for delivery. I called Boost mobile on 12/27/23 to have the shipping address corrected. Boost mobile advised me to contact *** to have the shipping address changed to the correct address. I called ***, *** stated that a Boost Mobile supervisor or representative could call *** to be walked through the steps to update the address to the correct address. I called Boost mobile back and the representative stated he could not contact ***, I requested to speak with a supervisor for assistance. The supervisor agreed and stated the address could not be changed and to contact Boost once the package was delivered to the wrong address to have a claim submitted to ***. The package was delivered on 12/28/23 to the wrong address. I called Boost Mobile and the claim was submitted to *** by Boost mobile for investigation on 12/28/23. I received an email on 01/01/2024 from Boost Mobile stating the request was closed. I called Boost mobile and requested to speak with a supervisor after the representative stated the claim was closed by *** and the refund would not be provided. I was transferred to a supervisor who stated a ticket would be opened for a refund or replacement Iphone 12 to call back in 24 hours. I called on 01/2/2024, the supervisor stated she could not provide a refund or replacement phone. Boost mobile has not tried to resolve this issue.
Business Response
Date: 01/18/2024
January 17, 2024

*********************
12323 *******************************., Apt. 1521
*******, ** 77064

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

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

On January 4, 2024, we received your complaint, dated January 4, 2024,filed with the Better Business Bureau.

You stated that you placed an order after changing the address on your account. The device was delivered to your old address. You contact Boost Mobile when you noticed the issue, but we told you to contact **** You requested that you receive a refund or replacement of the device.

******************** is not responsible for an incorrect address on a delivery order. Boost Mobile is not able to change the address on an order once it has been placed: only the recipient of a package may change the delivery address through **** This can be done while the package is in transit by tracking the package and selecting Change My Delivery.

Our records indicate that you have disputed the payment through your financial institution.

Sincerely,

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

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

                *********************
Customer Answer
Date: 01/18/2024

Complaint: 21095501

I am rejecting this response because: Boost mobile system defaulted to an address that was removed from the account. The old address was no longer active and the phone should not have shipped to that address. Boost mobile is responsible for shipping the package to the wrong address. *** would not change the address because Boost mobile policy doesnt allow it to be done with the carrier. I will go to the media, my phone service is suspended because of Boost mobiles lack of resolving this issue in a timely manner. I have not received a refund.

Sincerely,

*********************
Customer Answer
Date: 01/27/2024
The amount was disputed with my bank. I spoke to a boost mobile rep on 1/13/24, ******* stated that the refund was processed on 1/11/24. The representative stated refund timeframe is 3-5 business days. I have not received a refund.
Customer Answer
Date: 01/27/2024
Boost mobile has not completed the refund
Business Response
Date: 02/09/2024
February 8, 2024

*********************
********************************************************* 1521
*******, ** 77064

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

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

On February 7, 2024, we received your rebuttal, dated February 7, 2024,filed with the Better Business Bureau.

You stated that Boost Mobile had not yet completed the refund.

Our records indicate that you disputed the payment of $228.49 through your financial institution. These funds were returned to a payment card ending in 6373 on January 11, 2024. The last monthly payment on the account for $66.00 was also disputed through your financial institution, and those funds were returned to a payment card ending in 0227 on January 24, 2024. Please contact your financial institution(s) to confirm receipt of these funds.

As Boost Mobile no longer has the funds in question, a refund is not possible.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                *********************
Customer Answer
Date: 02/12/2024

Complaint: 21095501

I am rejecting this response because: I am rejecting this response because: I contacted my financial institution and the financial institution has not received a response from Boost mobile regarding the chargeback for $228.49. The $228.49 funds have not been returned to the payment card ending in 6373.

Sincerely,

*********************
Initial Complaint
Date:01/03/2024
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 filed two FCC complaints and the company continues to dodge the main issue from the first complaint which was they offered to let me out of my contract but misinformed me and others for that matter how the return policy works. By the time they replied to my first complaint I would have been well past the deadline to return the device or even file a return refund. The reality is you have ten days to initiate a return and 30 days to actually return the device. Their fine print does not spell it out that clearly unless they have recently changed it. Even filing two FCC complaints they REFUSE to let me out of the contract despite misleading advertising, poor coverage, and misinformation on their part. How do they expect to stay in business and be successful with these practices. Im public figure, I report on tech companies and their products and services and I will be honest and help to prevent others from falling prey to this situation. I still want my money back, I still want out of the contract, and I want ***************************** of Dish Wireless to quit printing cookie cutter letters and responses to legitimate customer complaints and actually go off script for a minute and make physical changes to solve customers problems. I want this company to succeed but theyre burying themselves. My iPhone is under contract for 36 months at 60$ month plus all the other amounts equally $100 month. I want credited and my account zeroed out and I want to be allowed to port out and act like this never happened. My account number is ************.
Business Response
Date: 01/17/2024
January 5, ****

******************************************
******************************************
************, ** 44720

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

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

On January 4, ****, we received your complaint, dated January 3, ****, filed with the Better Business Bureau.

You said that you were misled and experienced technical issues, and you were unclear on the 30-day money back guarantee and not notified in time to take advantage of it. You requested to be let out of your contract and receive a full refund.

Your concerns were addressed through the ********************************* (FCC) in two separate complaint responses dated November 6, 2023,and December 18, 2023, plus a rebuttal dated December 15, 2023.

You stated you expected to receive a DISH Wireless Network eSIM, but you received ***-Mobile one instead. As you were advised previously,once an account is initiated, we assign each line a network based on a selection engine that is updated regularly. This determines which network a line receives based on a variety of factors. Unfortunately, we currently do not offer the ability to choose a network and are actively working on the capability;however, we cannot speak as to how it will work or when it will be available. Until then, we do not make any guarantees as to which network you will receive.

As stated in the Boost Infinite Terms and Conditions (which can be viewed on our website www.boostinfinite.com),coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings, basements, walls,and various other structures. As a result, customers may experience difficulty making or receiving calls while indoors. 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.Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such.

You said you were unclear of the 30-day money-back guarantee until it was mentioned on your FCC complaint, and you requested to take advantage of this option after its expiration. Our 30-day money-back guarantee is always listed on our website at **********************************************************************************. As this information was/is readily available, an exception cannot be made.

Sincerely,

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

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

                *********************
Initial Complaint
Date:01/03/2024
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.
Boost mobile is still currently advertising a monthly plan that supplies unlimited talk + text and unlimited mobile data* (*the plan description states after 30GB of 5G/4G monthly data allotment is exceeded then speeds may be reduced for the reminder of the month). Autopay is required for the best value. I've had this plan for multiple months now. This is false and misleading advertisement...if I use more than 30GB in the month, my internet access is completely turned off-it does not get slowed down,there is no internet access at all. It's happened to more people than just me and more than just this one time. It is being talked about on social media. Many people are very unhappy with this practice by Boostmobile. ****************** first told me that my account would be restored with the autopay payment...that didn't happen. ****************** then told me each time I use more than 30GB in a month that my internet data account will have to be reset by their tech support in order for me to have internet access again...that also didn't happen. ****************** later told me that even with autopay that assures boostmobile an on-time payment, there will be a 48hr delay to reset my account & restore internet access anytime this happens, since the data amount was exceeded. This is also not mentioned at all in the plan's description on their website. And this did not happen either.My autopay payment was processed on 01/01/2024 @ 3:30 am...It is now 01/03/2024 @ 8:30 pm. My account is still not reset, they have had my autopay payment for days and I've had no internet access for a couple of weeks now. I've telephoned customer service multiple times, I have chatted online with customer service multiple times, nothing has been done to fix my account. And this is not the first time this problem happened. It has happened before. It is apparent the rare moments when the customer needs more data: they use their power to punish customers.VERY POOR CUSTOMER SVC!
Business Response
Date: 01/19/2024
January 18, ****

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

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

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

On January 4, ****, we received your complaint, dated January 3, ****, filed with the Better Business Bureau.

You said your data is capped once you use more than 30 GB of data, instead of being throttled. You also said the data was not restored despite being on AutoPay and paying your bill on time. You requested a billing adjustment.

Our records show your data is being throttlednot capped.

The data refresh still falls within the reasonable time frame for data being reset after payment. It may take up to 48 hours for your data to be restored after making a payment. Your refresh date is roughly the third of each month.

Your request for a billing adjustment is declined.

Sincerely,

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

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

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

Customer Answer
Date: 02/01/2024
Dear BBB,
I could not respond within 5 days of your letter because the problem does not occur every 5 days or within 5 days from the receipt of your letter. The problem only occurs during the transition from one month to the next. However, what *************************** states in her letter is not even close to what I experience with my Boost Mobile account.
First, I should mention that I have a Hot Spot account, (this is not a cell phone), with Boost Mobile. It can be used for nothing except connecting other devices to the internet. And each time I have ever reached 30GB of data, I am NOT being throttled...I have no internet access at all!!! If I try to do online banking, this message pops up: "no internet connection". If I try to go to a website, this message pops up: "Site can't be reached, check internet connection". If I check my Security, it says: "OFFLINE". If I try to sign in, it says: "Network error, check connection". THAT IS NOT BEING THROTTLED. I HAVE NO INTERNET WHATSOEVER. I am using a different internet access through AT&T just so I can write you this letter today. It is February 1, 2024. My bill was already paid through auto pay. My Boost Mobile account says that I have run out of GBs for data, but I still have GBs of Hot Spot remaining. To me that means my Hot Spot should be connecting to the internet. But, as I said, I have no internet access at all when this happens. And with the customer service that I get from ********************, I have no idea when it will be restored again. This is very unreliable service.
Also, ************** stated in her letter that Boost Mobile is restoring my data within a reasonable time, (48hrs), after payment & my refresh date was the third of the month. But I did not even complain to BBB until January 3, 2024, and my account had not been refreshed at that date.
****************** letter stated Boost Mobile received my complaint on January 4, 2024...I still did not have the data reset on my account on that date either!!!
I stopped requesting help with my issue from Boost Mobile customer service on January 5, ********* data was still not refreshed on that date also.
Now, it is happening again this month. No one would be happy with such unreliable service.
Thank you for your help, ***************************;
Business Response
Date: 02/16/2024
February 14, 2024

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

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

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

On February 13, 2024, we received your rebuttal, dated February 12, 2024, filed with the Better Business Bureau.

You maintain your service is being capped, not throttled,when you hit 30 GB of data, and you still have available hotspot data remaining. You also said your data is not reset after the third of each month.

Hotspot usage draws from monthly data allotment, so you only have a total of 30 GB of data to use each month.

I confirmed with our back office team that there are no issues with your account; your data is being restored on the third of the month and is throttled, not capped. Additionally, our records show you have data available to use on your account.

If you are experiencing technical issues with your hot spot,you will need to reach out to Boost Mobile technical support at ************** to have this addressed.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 02/25/2024
Dear BBB,
Thank you for hearing my complaint and attempting a resolution. Everything I said in my previous communications is true. After I exceed 30GBs data I DO NOT have ANY internet access, (it is not throttled down, THERE IS NO INTERNET ACCESS AT ALL). This has occurred, (that I used all 30GBS) only 3-4 times over more than 1 year. I have contacted Boost Mobile customer service many times during this time period with the same issue: Each time I use 30GBs of data, then I have no internet access until Boost Mobile resets my data. And my data IS NOT always being reset on the 3rd of the month...that only happened on last month February 3rd, AFTER my complaint to the BBB.
When I have called Boost Mobile customer service in the past, they have told me that I am not the only customer with these same issues. I was told that many customers have these exact same issues with their account. Plus, I've seen others post on social media about experiencing these same issues with their Boost Mobile account. And poor customer service is a very common complaint for Boost Mobile. I have attached a search re: Boost Mobile customer service, anyone can find it on the internet. Boost Mobile ratings have been poor in recent times, many of these ratings state that it is because of the customer service, (or should I say the lack of it with the same issue of running out of data, then no internet access, and not resetting the accounts in a timely manner by Boost Mobile).
I would like to address ****************** comment on technical issues with my hotspot. I am not experiencing technical issues with my hotspot: it works flawlessly until I use 30GBs of data and I have to wait for a reset from Boost Mobile. Many complaints from other customers have been posted on the internet where all can see them - ratings and complaints regarding this same problem with Boost Mobile. Denying the problem has not solved it for these customers nor for me.
Yes, I do still have data available to use on my account this month, (as ************** pointed out), because I am currently testing wireless internet service from top competitors of Boost Mobile. So, I have not used Boost Mobile much this month while I'm trying out the competition.
No, there is not a satisfactory resolution to this case for me. I don't think there will be. Can I close the case being marked as no satisfactory resolution on my behalf or on my side and just let my complaint remain for everyone else to see?
Thank you for your assistance with this matter,
Sincerely, *******************************
Initial Complaint
Date:01/03/2024
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.
Today (Jan. 3rd) I called the store at ************************************************************************* to ask what type of low income program i was under. A girl named ****** was so nasty and disgusting! She told me I had to come all the way to the store just for her to tell me. I told her I'm on crutches and I don't drive! She still argued and said I had to come. I continued questioning her and telling her it was hard from me to come. And she slipped and said they only have one program, which was the **** I asked her why she needed to be so rude and mean and couldn't just say that. She continued being nasty!
Customer Answer
Date: 01/17/2024
The associate was extremely rude! She was trying to make me uber up the store and I am on crutches. JUST TO TELL ME WHAT SHE ENDED UP BLURTING OUT OVER THE ***** IN A MATTER OF 10 SECONDS!
I just wanted to know which program they had signed me up under, THAT'S IT!
DISGUSTING!
Business Response
Date: 02/13/2024
January 25, ****

Ms. ***********************
************************************************************************ 203
***********, ** 90040

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

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

On January 24, ****, we received your complaint, dated January 3, ****, filed with the Better Business Bureau.

You said that you contacted a local store to inquire about what low-income program your account was signed up under, and you expressed your dissatisfaction with the customer service you received.

The Affordable Connectivity Program (ACP) is a federal government benefit program available to select eligible households. Customers may qualify via income and/or enrollment in other government assistance programs.

Our records indicate that the account ************ is not currently enrolled to receive ACP benefits. If you wish to receive ACP benefits on this account, please visit a participating store or apply online at **************************************************. Please ensure that the information you provide on your Boost Mobile ACP application is the same as you provided on your ACP application.

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

Sincerely,

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

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

                *********************;
Initial Complaint
Date:01/03/2024
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.
So my kids decided to buy me a new phone for Christmas. Boost Mobile accepted my order, took my money, shipped out the device and 6 hours later requested for *** to send the device back to the sender. The device was in transit for 2 days, and then turned around back to Boost Mobile. I did not receive and email, phone call or any other communication as to what the issue was. I reached out to Boost when I saw it get turned around and at first I was told that there was no information as to what happened, and that I had to email ********************* for an answer as to what happened. I sent an email only to get a generic response saying there was an issue with the order and it had been cancelled and that a refund would be issued within 2 weeks. "We apologize for your inconvenience". I contacted Boost customer service again, because that's what the email said to do if I had any questions. That time the customer service informed me that the reason for the return was that I was not eligible for upgrade pricing. When I told her that in my Boost Mobile account it said I was eligible and that's the link that was used to order the phone. After she checked she told me I was in fact eligible and that I could reorder at that price. I was feeling frauded and scammed at that point and told her that they already had my money and that I was not paying them more until I at least got my money back. As of writing this, it has been over a week and I still do not have a new phone or the money I paid for a new phone. I have contacted Boost several times since and all I get is the generic "we apologize for your inconvenience". I don't want a refund, I want the phone that my kids ordered for me as a Christmas present. Boost does not seem to care about their customers, especially customers that have been with them since 2009! My kids are absolutely devastated at the whole situation and feel like they did something wrong and I cannot even talk to anyone that seems want to help
Customer Answer
Date: 01/08/2024
So the story continues. I did finally get a refund, and tried to reorder. I was told by a customer service rep that she checked with the back office and that I was eligible for an upgrade. I went online to reorder. The website says I am eligible, shows upgrade pricing, takes me to the pay screen showing upgrade pricing, but gives me an error when I try to order. (See attached). I called customer service again, went through all the steps with the representative, and he got the same error. I am not trying to get anything over on the company, I just want to pay for a phone and order it. Seemingly Boost Mobile does not want to allow me to order for some reason and nobody from the company can tell me why. I don't understand.
Customer Answer
Date: 01/08/2024
So the story continues. I did finally get a refund, and tried to reorder. I was told by a customer service rep that she checked with the back office and that I was eligible for an upgrade. I went online to reorder. The website says I am eligible, shows upgrade pricing, takes me to the pay screen showing upgrade pricing, but gives me an error when I try to order. (See attached). I called customer service again, went through all the steps with the representative, and he got the same error. I am not trying to get anything over on the company, I just want to pay for a phone and order it. Seemingly Boost Mobile does not want to allow me to order for some reason and nobody from the company can tell me why. I don't understand.
Customer Answer
Date: 01/08/2024
So the story continues. I did finally get a refund, and tried to reorder. I was told by a customer service rep that she checked with the back office and that I was eligible for an upgrade. I went online to reorder. The website says I am eligible, shows upgrade pricing, takes me to the pay screen showing upgrade pricing, but gives me an error when I try to order. (See attached). I called customer service again, went through all the steps with the representative, and he got the same error. I am not trying to get anything over on the company, I just want to pay for a phone and order it. Seemingly Boost Mobile does not want to allow me to order for some reason and nobody from the company can tell me why. I don't understand.
Business Response
Date: 02/02/2024
January 30, 2024

*************************
***************************
**********, ** 71106

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

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

On January 4, 2024, we received your complaint, dated January 3, 2024, filed with the Better Business Bureau.

You stated that you paid for a device to be shipped to you, but the order was canceled,returned and you have not received a refund. You requested assistance.

When we spoke today, I confirmed that you received the refund and I provided you with the email address, *********************** to contact for further information on why your order was canceled.

Sincerely,

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

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

*****************************
Customer Answer
Date: 02/06/2024

Complaint: 21093631

I am rejecting this response because:
I do not believe that Boost Mobile has done anything to rectify the situation. Yes I did get my refund, but that refund does nothing to help me with my situation. It was pointed out to me while on the phone with the Boost Mobile corporate representative that the "upgrade" price I was being offered was actually the price they are currently selling the phone for, for NEW CUSTOMERS. What kind of junk is this? A customer that has been loyal to ********************** for 14 years cannot even order the phone, but a new customer can buy it? Try again **********************, because you have solved nothing. I am actually worse off than when I started. Again yes, I got the refund, but what about a resolution?
Sincerely,

*********************
Customer Answer
Date: 02/16/2024
I think they should send me the device that I ordered. It was their mistake that caused the issue that the device was returned to them when I first ordered it. And it's also their systems fault that will not allow me to order now. All the phone calls I had to make because of their poor communication. I just want them to make it right.
Business Response
Date: 02/28/2024
February 28, 2024

*************************
***************************
**********, ** 71106

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

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

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

You stated that you cannot reorder the phone.

Boost Mobile does not accept payments from the financial institution you are using.Please resubmit the order for the phone using a different payment method.

Sincerely,

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

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

*****************************
Customer Answer
Date: 02/28/2024

Complaint: 21093631

I am rejecting this response because:
"Boost Mobile does not accept payments from the financial institution you are using."????? It's literally the same card that I paid my monthly bill with 2 days ago. So you will accept it for my bill but not for a new phone?? That literally makes no sense. This just keeps getting weirder and weirder.

Sincerely,

*********************
Business Response
Date: 03/12/2024
March 11, 2024

*************************
***************************
**********, ** 71106

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

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

On March 6, 2024, we received your second rebuttal, dated March 6, 2024, filed with the Better Business Bureau.

You rejected our response once again, as you used the same card to make a payment and requested this method of payment be accepted for purchasing the phone.

When we spoke today, I informed you that reloadable cards, such as Chime, Green ******* Cash App, are not accepted for device purchases. You may begin the upgrade process online at boostmobile.com with a separate payment method.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/03/2024
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.
An I phone was purchased and returned to Boost Mobile. On October 9, 2023 at I called customer service at ************** at ******* that lasted 9min and 50 seconds. I called to advise that I received the phone and needed to return it, the representative did not provide me with a return label even though I asked for one. I specifically asked if I needed one and he said no. I asked for the address to return the phone and advised him that the phone came from the address of *********************************************************************. I asked if the phone is to be returned to the same address and advised yes. On October 16, 2023 the iPhone was received at Boost at **** ************ Suite 2 ********** ** ***** and received by ****** at the Dock.Even though the phone was received and confirmed by Boost the put my account negative $1,120.11 for the phone. I called customer service and was told I had to pay for the phone while it was inspected and needed to wait 6-8 weeks. I paid $1,120.11 on October 20, 2023. 8 weeks has passed and I'm still waiting for my refund.I have called multiple times in regards to my refund. I have to date not received my refund for the phone that was return to boost. The tracking *** tracking No.: 1Z5040R04237477897 confirms BOOST received the phone and Boost has yet to refund my money of $1,120.11.please assist me as Boost is practicing on bad faith.
Business Response
Date: 01/18/2024
January 17, ****

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

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

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

On January 4, ****, we received your complaint, dated January 3, ****,filed with the Better Business Bureau.

You stated that you ordered a device for $1,120.11 and then returned it on October 16, 2023, but you have not received a refund yet. You said that you also made an additional payment of $1,120.11 on October 20, 2023, to keep your service active.

Our records indicate that your original payment was disputed through your financial institution and returned on October 15, 2023. A refund of $1,120.11 was issued on January 5, ****. Please confirm these transactions with your financial institution.

Sincerely,

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

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

                *********************
Customer Answer
Date: 01/26/2024
I made a payment on 09/29/2023 of $1,120.11 that did not go threw as I told ***** to cancel thia payment as it was not authorized.

I made a payment on 10/20/2023 from my ***** Fargo account for $1,120.11 that proceeds successful.
Boost Mobile did not apply my refund to the payment that was successful from my ***** Fargo from 10/20/2023 .

I spoke with Chase and they are not applying the refund to the original payment 9/29/2023 as it was not authorized and processed as fraud. So I have yet to receive my refund and applied to my account.
Business Response
Date: 02/16/2024
February 13, 2024

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

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

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

On February 12, 2024, we received your rebuttal, dated February 12, 2024,filed with the Better Business Bureau.

You stated that you confirmed with your bank you did not receive the refund for the payment made on October 20, 2023. You requested the refund.

We have submitted a request to resolve this issue with our ******************* If it is confirmed that the funds did not transfer correctly to your bank account, the refund will be processed again.

Sincerely,

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

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

                *********************
Customer Answer
Date: 02/24/2024

Complaint: 21092853

I am rejecting this response because:

I made a payment on 10/20/2023 from my ***** Fargo account for $1,120.11 that proceeds successful.

Boost Mobile did not apply my refund to the payment that was successful from my ***** Fargo from 10/20/2023 .

Sincerely,

***************************
Initial Complaint
Date:01/03/2024
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.
Hi I been a customer with ********************** for over 8 years and when I say that I been unsatisfied for this last year of 2023 with service and a issue I had when I purchase my new phone back on March 19 ********************************************************************************************************************************************************************************************* being a long time customer and I can get a phone for $9.99 it was a C'sA23 android I was in disbelief but I ask all kinds of questions when purchasing this item being in the store it was a Lil over a 100 dollars and she said I can purchase it thru boostmobile online app and there was a certain department I would go in to purchase phone for customers who been with boostmobile for a long time to get the discount she said all have to do is pay $9.99 for the phone and a small fee for activation of all together it was $59 something.But the thing is she told me I would have to create another acct because how I'm purchasing the phone to get thr phone even thou I had a family plan with the original boostmobile before they Change over to boostone as it is a app to pay your payments and now a whole different number to contact...so in the midst of me purchasing and waiting for the phone to come I got the phone call in to activated and at the time there was all kinds if confusing where boostmobile was changing there departments and the ****# and who ever I spoke with to activated the 1st time said it was a problem activated which it means maybe a sim card problem but they told me they would send me a Sim card but never did so I kept calling for about week to 2 weeks to see what's going on. but some how some way I finally did get the phone activated but they did under my old account I had as a family plan but every time I called in for about 2 months I ask them about the new acct. I created with my new phone and kept giving me the running around tell not to worry we put a ticket in and we will handle it...but I thought they close the acct. As I was told not to worry and here it is Dec 24th I get a email from boost saying you need to activate your device or we will charge you never said the amount in email and had to activated by the 28th of december... so I called ask what's going on when my phone been activated for over 6months and they said again not to worry. No one is taking anything out of your acct. ******* said Which this customer service didn't look into accurately and on the 28th of Dec they took out ****** out if my bank acct with no permission and when I called I was being bounce around just like I was when I purchased the phone I ask them for my money back explain to them the phone was already activated and this was madness and they told there nothing to be done I need my money back I don't like the lies that have been told in customer service for me to get money back and it all started with the company not being sufficient as telling me the customer all of the policy to purchase and to know I can't turn the phone on my own and to call the company and wounded getting activated but my family plane acct is and not the new one where I purchase the phone now there putting this on me...I need someone to help please get my ****** money back I been having so many issues with customer service this year even down my own pin # they keep asking me there very unprofessional this company since the switch up to these new features and new app called boostone
Business Response
Date: 01/23/2024
January 18, ****

Ms. *******************
******************************** 112-04
********, ** 19020

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

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

On January 4, ****, we received your complaint, dated January 3, ****, filed with the Better Business Bureau.

You stated that on March 19, 2023, you purchased a new phone through an offer we provided for a $9.99 ******* Galaxy A23 5G device. You then stated that on December 28, 2023, you were charged an additional $265.08 for it. You requested a refund of the $265.08 and an explanation of the charges.

When I called and left you a voicemail today, I informed you that a $265.08 refund has been issued via check, and I gave you the timeline for delivery.

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

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

Customer Answer
Date: 01/23/2024
Thank you very much I really appreciate that you got in touch with boostmobile and yes they did contact me and said there will be a refund check sent to me I appreciate all you did I just want my money back it was very wrong on there part to take money out of my acct over my phone being on a matter of months and saying it was not activated...but thank you this matter is resolved and I appreciate so much to the BBB
Initial Complaint
Date:01/03/2024
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 asked to cancel service and unlock my phone back in ********* ******* was never canceled and I was charged for the month of December and January. They are refusing to refund me for the month of December and possibly January. I would like my money to be refunded because I stopped using their service back in ********* And was told by the gentleman that everything was good to go.
Business Response
Date: 01/17/2024
January 16, ****

*****************************
******************************************************
******, ** 78757

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

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

On January 4, ****, we received your complaint, dated January 3, ****, filed with the Better Business Bureau.

You said you requested to unlock your device and cancel your service in November 2023, but continued to be charged. You requested a refund of your December and January payments.

A review of your November call revealed that you requested to unlock your device, but you did not request to disconnect your service. Our records show you did not request to do this until January. Additionally, it is your responsibility to remove AutoPay, if you do not wish to be charged automatically. Based on the evidence given, your request for a refund is declined. Your service has been disconnected.

Sincerely,

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

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

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

Customer Answer
Date: 01/18/2024

Complaint: 21090146

I am rejecting this response because: it explains why the refusal for the December refund. However, does not explain the refusal for the January 3rd charge. I spoke to the people on the phone that day and they informed me the policy is a 10 days grace ****** after charges. With that in mind, that charge is within your policy and is eligible for refund.

Sincerely,

*************************
Business Response
Date: 01/31/2024
January 30, ****

*****************************
******************************************************
******, ** 78757

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

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

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

You requested a refund of your January payment, as you state you were informed you had a ten-day grace ****************** Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. The ten-day grace ****** you refer to is the ten-day money-back guarantee for newly-connected accounts,which does not apply in this case. Nevertheless, I issued a refund of $35.00 to the card ending in 6986.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/03/2024
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've been trying to get Boost to port my number *************) to a different cell service provider. On 12/29/23, 12/30/23, and 12/31/23 I've been giving nothing but excuses to why they claim this action can not be performed. The excuses are, there's currently a transfer request (YEAH MINE to Mint!), invalid credentials (how can this be so when there is another request to the account as they claim, and other lies. Boost is known for this type of action and tries to hold a users phone number hostage in hopes of you caving and staying with them. They are violating FCC rules by refusing to port my number.
Business Response
Date: 02/12/2024
February 9, 2024

*******************************
*********************************.
***********, ** 55411

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

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

On January 17, 2024, we received your complaint, dated January 3, 2024, filed with the Better Business Bureau.

You said that your attempts to port your phone number to a different service provider have failed.

For your information, your port out pin is ****** and your account number is ************.

Please note that phone number portability is regulated by the ********************************* (FCC) and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include but is not limited to: account number, account holder's name, phone number, five-digit zip code, passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.

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: 02/12/2024

Complaint: 21088580

I am rejecting this response because:
Yes, I know what the accountand pin is. However, everytime I give this information to service reps they give me some different reason everytime as to why THEY CAN'T port it. NO solutions are ever giving. Just flat out refusal to port the number. Boost KNOWS this! This response from them is just further examples of their incompetense.

Sincerely,

***************************
Business Response
Date: 02/26/2024
February 22, 2024

*******************************
*********************************.
***********, ** 55411

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

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

On February 21, 2024, we received your rebuttal, dated February 20, 2024, filed with the Better Business Bureau.

You maintain that you have been unable to port out your phone number, and you said no solutions were given.

When we spoke, I requested additional information from you to escalate your issue with the porting team, but you were unable to provide anything outside of not being able to port out your phone number. We need to clarify what type of error you are encountering while trying to port. You can reach me at ************** or ********************************.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/02/2024
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.
When we first signed up for boost we were given a temporary line that we only used for 2 days while we waited for my husbands sim to come. When his sim came we called to activate it and cancel the other line. Well its 6 months later and we realized we were still paying for the line we canceled. So I called boost and after arguing with them they finally gave me a credit for $50, they owe me $150, but I was informed that it was my fault for not realizing sooner. Im so angry right now that I paid for their mistake and they refuse to fix it. The guy I talked to refused to transfer me higher up saying no one else would be able to give me my money back.
Business Response
Date: 01/30/2024
January 29, ****

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

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

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

On January 3, ****, we received your complaint, dated January 2, ****, filed with the Better Business Bureau.

You stated that you received a bill for a service line you previously asked to be canceled. You requested a refund.

Our records indicate your Boost Mobile service line was disconnected on January 26, ****,per your request on January 2, ****. No prior cancellation requests are reflected on your account.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Our records show a $50.00 courtesy credit was applied to your account on January 2, ****. Therefore, no refund is warranted.

Sincerely,

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

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

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

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