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:01/02/2024
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.
I filed a dispute against boost mobile and they contacted me and fixed the net work issue on there end so far the phones are working properly.
Customer Answer
Date: 01/02/2024
I got three phones from them and they drop calls won't allow messages to come threw. Or calls at times. Phones keep saying no service available
Customer Answer
Date: 01/08/2024
I bought three phones on December 22 and for my kids and my self. And I have had issues with these phones. It doesn't allow all calls to come threw they go straight to voicemail with no sound. It hesitates to call. Says we are off line or no phone service. I have called several times to get this fixed. And it's the same things over and over and my phones still aren't working right. I am missing out on new clients and work for me because of this issue . I already had to pay them a extra 15 dollars to take a phone back and they gave me this phone and still having issues
DESIRED RESOLUTION:
I want my phone to work properly so I stop missing out on work .and money or give my money back so I can go else where

Business Response
Date: 02/13/2024
January 25, ****

*************************
*****************************
*****, ** *****

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

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

On January 4, ****, we received your complaint, dated December 27, 2023, filed with the Better Business Bureau.

You said you activated service on three phones and you continue to have problems with it.

A review of your Boost Mobile account indicates that on January 8, ****, you spoke with customer care and corrected your service issues. If any problems persist, please contact customer care again and continue troubleshooting.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/02/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 6, I order the Iphone 15 pro from Boost Mobile online platform ,right away i realize that i didn't need the device anymore and I requested cancellation for my order through phone call on same day within 15 mins of purchase but Boost mobile representative state due to their system issue they are unable to cancel my request and told to return back once i get the device.They shipped the device to my location and give a call to boost about return process and they told me to return back to original shipping address.I return that back and wait for my refund money of total $1054.99 which i have paid from my pay pal account.On October 23 ,i got a mail from Boost mobile saying they have added $1054.99 to my account but it never reflect to my original payment bank and neither on my Boost account.It's been more than 3 month ,i have been giving call to Paypal and Boost mobile back and forth but Boost keep saying they issue a refund already but not showing on my any account and Paypal keep saying Boost hasn't refund the money back. Paypal open a dispute and add provisional credit amount back to my original payment account.I provide all file,documents that Paypal ask me to resolve the issue but at the end Paypal close my claim with conclusion on Buyer agree to refund back.But Boost is unable to provide solid proof of refund and now pay pal asking me to payback the provisional credit that they add to my ****************************** keep saying they refund already,Paypal Keep saying they haven't refund back.I am in the middle of Boost mobile and Paypal and i call multiple times to both company but never got resolve my issue.My Boost account *************** Purchase order no:2494-418567-5040 Order Date:10/06/23 Device:iPhone 15 Pro Amount Paid:$1054.99 Paypal Claim Number:PP-R-KPY-499373493 Invoice Id: ************************
Customer Answer
Date: 01/15/2024
Last week we have 3 way communication between PayPal,Boost mobile and myself but PayPal asking for credit statement from boost mobile but they saying they can't provide and they keep saying the same thing that boost refund back money to original Payment account and PayPal keep saying Boost hasn't refunded back.Neither I got refund back nor Boost mobile add any credit in my boost account.I have no idea what will be the next step to get my money back.This been more than 3 months and I been dealing stressful life every day due to their negligence.
Customer Answer
Date: 01/15/2024
Last week we have 3 way communication between PayPal,Boost mobile and myself but PayPal asking for credit statement from boost mobile but they saying they can't provide and they keep saying the same thing that boost refund back money to original Payment account and PayPal keep saying Boost hasn't refunded back.Neither I got refund back nor Boost mobile add any credit in my boost account.I have no idea what will be the next step to get my money back.This been more than 3 months and I been dealing stressful life every day due to their negligence.
Business Response
Date: 01/19/2024
January 17, ****

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

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

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

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

You stated that you ordered a device for $1,054.99 on October 6, 2023, and then returned it for a refund. Your attempts to receive this refund through Boost Mobile and PayPal were unsuccessful.

We submitted a request for the refund of $1,054.99 to be processed. Please allow seven to ten business days for processing.

Sincerely,

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

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

                *********************
Customer Answer
Date: 01/20/2024

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:01/02/2024
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 contacted ***** several months ago to start service with them. I selected my phone and it was supposed to be shipped with a *** card as well as a gift card that could be applied towards the first bill. The only thing that I received was the phone. The *** card and gift card were not included. I have tried calling boost over seven times and I have tried live chat several times. Last week without my authorization they deducted $268 from my PayPal account. This is an unauthorized charged and I did put in a PayPal dispute. Also contacted boost and I was told that the money would be credited back to my account right away. The refund has still not been done and they need to respond to dispute so that I can get my money returned. I don't know why they said they credited back my account when that was not done. I'm getting off to a very bad start as a new customer. I understand that I was supposed to activate the phone but you cannot activate the phone without the *** card that was an error on their end. Every time I call I'm lied to. Last week I was told they were sending me the new *** card by priority mail but I have not received that yet nor could representative tell me when I would get the *** card. I need boost to fix this error of taking this money out without my permission. I did file a complaint through PayPal and tomorrow I will be filing a complaint with my bank for an unauthorized payment . Because of this unauthorized charge it is causing me overdraft fees etc. This is an absolute horrible way to treat your customers.
Business Response
Date: 01/30/2024
January 30, ****

*******************
*******************************************. A
************, ** 19428

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

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

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

You stated that you began your service several months ago and you were supposed to be shipped a *** card and gift card, but you only ended up with the phone. You contacted customer care to inquire about this, as well as a $268.00 charge made to your account via PayPal. You were told that you would receive a credit immediately, but you did not. You requested the *** card be sent and to receive a refund.

When we spoke on the phone today, you informed me that you received the *** card. I told you that the PayPal payment is being disputed. Once that is settled, I will be able to proceed further. You said that PayPal should be contacting you by Tuesday, February 6, ****. I said that I would contact you that day to follow up on the status of the dispute. You agreed to this.

Sincerely,

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

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

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

Customer Answer
Date: 01/30/2024

Complaint: 21087864

I am rejecting this response because: Boost is the only one that can refund me. When I told you today that I am waiting for PayPal to contact me. They will be contacting me only to give me a case update . I also explained to you over a week ago. When you called me that all you need to do is click on the refund button and then it would be resolved. Boost is the one that charged me and only boost can refund me .
As for the $ 40 credit That was supposed to be included, it is still not credited to my account . When you called me a week ago I explained to you that I thought that would be coming in the package as a gift card but when I contacted boost , they told me that as soon as the phone was activated , it gets applied to my account. My phone was activated a month ago So I have no idea what the delay is with that. Because every time I call boost I get the run around.
I cant understand why this has to be so stressful . Please tell me when you are going to refund me . I also want to clarify on the *** card not being included and me calling and being told that it was sent seven times . I was only able to activate my phone on time because after speaking to numerous people at boost , one person was kind enough to tell me that I could just go purchase one and where to go get it . If I did not get that information I would have never known and I would not have met the deadline because I at that point had less than 24 hrs. to activate the phone. Please also include in your response aunts. When I can expect the forty dollar credit to be applied to my account . This whole thing just seems very shady and I have never experienced such ridiculousness.

Sincerely,

***************
Business Response
Date: 02/15/2024
February 15, ****

*******************
*******************************************. A
************, ** 19428

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

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

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

You stated that Boost Mobile is the only company that can refund the money for the returned device, and that PayPal will only be sending you a case number for this issue. You also mentioned that a $40.00 credit was supposed to be applied to your account, but it has not happened yet and you are concerned about the delay. You requested the refund and $40.00 credit to resolve this issue.

When we spoke on February 14, ****, I explained to you that the delay is due to the dispute you created with PayPal for the refund. As long as that case is still open and unresolved, Boost Mobile will not issue a refund. Once the case is closed (whether through your request or PayPal), we may revisit your request. You stated you would contact PayPal to go over your options with them, and contact me when you have more information.

Sincerely,

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

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

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

Customer Answer
Date: 02/18/2024
Once I receive a letter stating that I will get a full refund and specifying the amount and the time frame of when I can expect the refund I will happily close the dispute.
The BBB Report was opened because boost refused to work with me via many many calls and wasted hours of my time and PayPal is where it should be refunded however, I will provide proof the case is closed with PayPal immediately . Until I receive this letter I can not do anything
*****************;
Customer Answer
Date: 04/02/2024
I have had nothing but ongoing problems since getting boost and I am trying to resolve it. My most recent problem is the fact that when I received my bill online I immediately paid it, it was on time and I paid the exact amount requested. Just a couple days later my phone was turned off and I had no idea why but after researching it I discovered that they claim that I owed 30 cents. I am a disabled person who needs my phone to work consistently. If you feel as though I owed you $0.30 that should have been included in the bill that I paid. I can promise you I was not trying to save 30 cents by not sending it. The other option would have been to add it to the next month's bill but to turn off my phone is unacceptable in every way. The other issue is the fact that I had another complaint opened under the Better Business Bureau because boost took out $260 of my bank account without my authorization. It took over 3 months to get a refund. I was working with ****** who finally got my refund sent to me but they still owe me a $40 credit that came with my initial purchase of the phone. My understanding was that I would be getting my $260 refund as well as the $40 credit. As I stated after 3 months going back and forth through my complaints I was finally issued the check but they failed to credit my account the $40 which is still owed. If you want to keep good customers such as myself who was with my previous phone company for over 13 years with no complaints then keep your word. I can't even trust boost to set up auto pay because they took advantage of it before by taking out over $200 without authorization by myself.
Desired Resolution: Please credit my account the $40 that I have yet to receive and please do not ever turn my phone off over 30 cents again. I always pay my bills in full and on time. That was an error on Boost and not at all my error..
Business Response
Date: 04/10/2024
April 9, 2024

*******************
*******************************************. A
************, ** 19428

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

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

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

You said that you still have not received the $40.00 credit referenced previously. You also expressed concern that your service was interrupted due to being short by $0.30 on your payment.

When we spoke on the phone today, April 9, 2024, I informed you that after reviewing your account and the call logs attached, I was not able to find a discrepancy or any mention of a $40.00 credit related to your billing. You explained that the $40.00 credit regarded a $40.00 gift card you never received when you purchased your phone as part of a promotion. You stated that this is no longer a concern of yours.

A review of your account shows that your amount due ($42.69)on March 1, 2024, increased by $0.30 from your amount due ($42.39) on February 3, 2024. You made a payment of $42.39 on March 1, 2024. As you failed to pay the full amount due on time, this resulted in a temporary interruption of your services. Please refer to the Boost Mobile Terms and Conditions (*********************************************************************************) for more information regarding service interruptions. I informed you that due to fluctuations in taxes, your bill may or may not differ from months prior, and it is important to make sure to pay the correct amount on or before the due date.

You said that you would be canceling your service and you requested your port-out information. I informed you that your port-out PIN is ******.

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

*****************************
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.
I purchased a an iPhone from boost mobile the sent it thru *** with wrong address I contacted them along with *** they telling them that they sent product to wrong address havent lived at that address since April of 2023 my address with both company is listed as ***************************************************************** and they sent it out to 62 ************ ******** ** ***** boost contacted me today to tell me that they case was closed how can you close a cased an the issues has not been handled and I dont have the product nor did they try n resolve it by either returning my money or have me to go to a store to pick up the product
Business Response
Date: 01/29/2024
January 25, ****

*********************************
146 *****************.
********, ** 24541

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

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

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

You said you ordered an iPhone from Boost Mobile and it was shipped via *** to the incorrect address. When you contacted us, an investigation was opened and you later received notice it was closed with no resolution.

When we spoke on January 25, ****, I informed you that I added the device to the lost/stolen list, and as an exception, requested a $225.24 refund. Please allow two weeks for processing.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/02/2024
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 tried to return a phone and they wouldn't give me back my full amount I paid
Business Response
Date: 01/19/2024
January 18, ****

*************************
******************************
*******, ** 64071

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

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

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

You said that you tried to return a phone, but we would not give you back the full amount you paid.

I attempted to contact at the phone number and email address we have on file on January 17 and 18, ****, but I did not receive a response.

As stated in the aforementioned email, I did not find any record of your request to return a phone or any other device in your account records. In addition, you did not provide any supporting documentation with your complaint.

Although Boost Mobile retail stores are authorized to sell Boost Mobile products and services, they are independently owned and operated; therefore, any purchases made through them must be returned or negotiated directly with their management/ownership team.

If you purchased your phone through www.boostmobile.com, please provide all supporting documentation and I can research this matter in greater detail.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/02/2024
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 got a Boost Mobile Wifi Hotspot to see if it would work to have internet in a was going to be going with limited accessibility for other options. The e-mail on the account is ********************** and the "phone number" assigned to the account (it is a wifi hotspot) is ************. When I got there, the only communication I had available was an ethernet internet connection. I attempted to cancel my Boost Mobile service on the internet (using the ethernet-connected computer) but was told that you can only cancel by calling their customer service, or by visiting a store. Neither option is available to me, and they refused to cancel service over their chat service. I spoke with ******, who was very polite but could not help due to company policies. I was connected to their supervisor, *********, who was also polite, but unable to cancel my account. It is very frustrating that you allowed me to sign up for an account without ever having to talk to a person, but you do not allow an account to be canceled without speaking to a person. It creates niche scenarios like this that are highly frustrating to your customer. The uploaded document is the chat conversation I had with the reps where they were unable to cancel my service.
Business Response
Date: 01/17/2024
January 9, ****

*************************
***********
***********, ** 67432

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

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

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

You requested to cancel your service and expressed frustration with not being able to do so via chat. You requested your service be canceled and for our policy to be changed to allow online cancellation.

Per your request, your account was canceled on January 9,****.

We require that customers call in to disconnect their account, as there are specific disclosures that must be given.

Sincerely,

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

***************************************************************** /******* Better Business Bureau
                ***********************************350
                ******,** 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.
On Dec 9th I paid my bill. I did not have service for two weeks due to tower upgrades. I wanted a refund for services not received and was told to file a dispute with my bank. I did as instructed. My phone came back on and now my service has been shut off because I filed dispute. They say I have to pay a month to get I back on but I already paid and they refused to prorate payment to reflect the time I had no service. My Dec payment has not been returned. I agreed to pay only for the days I actually had service but they said they couldn't do that. I work from home my phone is necessary to employment. I missed two weeks of work during the time of no service. I want my service restored with a prorated amount for the month of December. They still have my money.
Business Response
Date: 01/22/2024
January 19, ****

*****************************
715 ****.
********, ** 68510

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

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

On January 4, ****, we received your complaint, dated January 2, ****, filed with the Better Business Bureau.

You said that you were without service due to tower upgrades, so you requested a refund. You were told to dispute the transaction with your bank,which resulted in your service being suspended again. You requested a billing adjustment.

A review of your account finds it is active and a credit was applied after this complaint was filed.

We apologize for any inconvenience this has caused.

Sincerely,

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

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

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

Complaint: 21079302

I am rejecting this response because: I did not get my 35 dollars back. I was even forced to pay it again to resume service. The 25 dollar credit I received came with a change of plan offer. It had nothing to do with the charge back. Boost still claims to have charged it back to my card on January 31st and to date it has not been returned to my bank account.

Sincerely,

*************************
Customer Answer
Date: 01/23/2024
Correction charge back was said to have happened on December 31 not January
Business Response
Date: 02/05/2024
February 1, ****

*****************************
715 ****.
********, ** 68510

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

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

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

You said that you rejected my response because you did not receive the $35.00, and you are still owed this as you had to make a payment to restore service. In addition, the credit you received was granted due to a plan change.

When you filed the dispute with your financial institution, the funds were withdrawn from your Boost Mobile account and returned to the bank account they were taken from. Because this is a prepaid service, the chargeback resulted in your service being suspended; therefore, no refund is warranted. Nevertheless, as a courtesy, I applied a one-time credit to your account equal to your current monthly rate of $25.24.

You are correct that the $25.20 credit applied to your account on January 4, ******** for a plan change.

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.
I have had service with Boost mobile for several years and they will not transfer my old number to the my new carrier.
Business Response
Date: 01/17/2024
January 3, ****

*************************
************************************* K3
**************, ** 29576

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

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

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

You said we will not transfer your old phone number to your new carrier.

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 ******'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.

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

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

                *****************************
Initial Complaint
Date:01/02/2024
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 was at the boostmobile store on 12/27/2023 at 4:11p. There was a worker who stated she was manager, I went in for Sim cards and ask if I could activate my self for it to be no charge, she acted as if she was knowledgeable about the service and needed more training. She went ahead and set up the two phones I had brought in of my own and charged a $70 service fee. I feel this was definitely misinforming a customer and basically highway robbery. A manager should be trained enough to have enough knowledge about boost services. Cashier ***.
Business Response
Date: 01/31/2024
January 30, ****

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

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

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

On January 4, ****, we received your complaint, dated January 2, ****, filed with the Better Business Bureau.

You stated you were charged a service fee at a Boost Mobile retail store even though you did not request assistance. You asked for a refund.

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
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                ******, ** 80210

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Customer Answer
Date: 01/31/2024

Complaint: 21063544

I am rejecting this response because: I provided the store information.

Sincerely,

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Initial Complaint
Date:01/02/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After receiving this text message on Thursday December 28th, 2023: I opted to come into your store to purchase an additional line and the iPhone 11 for the discounted price. After much conversation I was told by the sales agent that since my phone was under an old phone plan (originally 4 lines then dropped to 3 lines) that not only was I not eligible for the discounted phone nor to add a line. When I asked to speak with management I was told they had spoken to you in the back of the store and you said you couldnt honor the received text. I then requested to speak with whoever was over your store rep and she in turn called customer service. At that point customer service said it was in store promotion and the problem was with the store. Upon questioning the store clerk several times, She stated Her manager said no! According to customer service the promotion ended on December 24th when the text message wasnt sent out until December 28th. Clearly that was false advertisement. Since I had my daughter with me I opted to just pay the increased fee because as any parent knows that when you make a commitment to your child you keep it even if you are being overcharged and mislead. Phone, case and monthly bill came to $215 which doesnt add up if she said the fee for the phone was $100 unless she pocketed the difference While finalizing the sell another gentleman entered the store attempting to purchase a charging block. The sales clerk behavior was so bizarre that he asked her if she was high or on the gummies. Her exact response was That she was on the gummies and she began to laugh. I would hope that as the manager that you were not in the back of the store as she had previously claimed and were not aware that she was at work on drugs!It was obvious to me that her inability to assist me nor the gentleman that said She was too high so he was going to T mobile was due to being on the gummies as she stated.
Business Response
Date: 01/17/2024
January 14, ****

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

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

On January 4, ****, we received your complaint, dated January 2, ****, filed with the Better Business Bureau.

You stated that after receiving a promotional SMS message,you visited a Boost Mobile retail location to redeem the offer. You were told by the sales agent that due to having an older phone plan, you were not eligible for the promotional offer or to add another line to your account. You requested to speak to the management, but the agent refused and relayed a message from management that your promotional offer would not be redeemed. You then stated that you chose to pay an increased bill of $215.00, which was different from what you were told. You expressed concern with the customer service you received. You requested a billing adjustment and an explanation of the new charges.

A review of your account shows that on January 12, ****, you were issued two refunds of $5.20 each.

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

We appreciate your feedback and your concerns will be shared internally with the appropriate personnel.

Sincerely,

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

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

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