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.
ON DECEMBER 15 TH, 2023 MY ***** AND DEBIT CARDS WERE STOLEN, I REPORTED MY STOLEN ***** TO BOOST ON 12/17/2023, I ASKED IF IT WERE POSSIBLE TO KEEP MY SAME NUMBER THAT I HAVE HAD FOR THE LAST 15 YEARS AND I WAS TOLD YES,BUT THAT THEY HAD BEEN BOUGHT BY DISH AND THAT IT WOULD TAKE 72 HOURS FOR THE ***** TO BE ACTIVATED.I HAVE LITERALLY SPOKEN WITH 10 DIFFRENT AGENTS AND THEY ALL CREATED TICKETS FOR THE SAME THING AND IT IS NOW 01/02/2024 AND MY SERVICE STILL HAS NOT BEEN RESTORED. I WOULD LIKE MY SERVICES RESTORED AND A CREDIT FOR THIS TOTAL INCONVENIENCE, IT SHOULD NEVER TAKE OVER A WEEK FOR SERVICES TO BE RESTORED AFTER HAVING YOUR ***** STOLEN, THE ENTIRE HOLIDAY SEASON, I COULD NOT SPEAK WITH ANYONE. THIS IS BEYOND FRUSRATING. PLEASE HELP
Business Response
Date: 01/17/2024
January 5, ****

Ms. *****************
*******************. 2W
***********, ** 60406

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

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

You stated that you reported your phone as stolen on December 17, 2023. You have been trying to restore service, but it is still suspended. You requested that the line be restored and you receive a credit.

As the account became past due in December, I applied a $50.00 credit to facilitate reactivation.

We spoke by email and telephone on January 4 and 5, ****.You provided the **** for a new device and a new SIM card number. With this information, we were able to reactivate the account. I suggested that you test the device, and call me with any questions.

Sincerely,

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

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

                *********************
Initial Complaint
Date:01/01/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ive been paying seven dollars a month for device insurance since 3/23/2023 and they totally ripped me off on my insurance plan and acted like it was my fault
Business Response
Date: 01/26/2024
January 23, ****

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

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

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

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

You said that since March 23, 2023, you have been paying $7.00 a month for device insurance, but you were unable to file an insurance claim.

When we spoke on January 23, ****, I confirmed that you removed the insurance on your device after you were unable to file an insurance claim. As a courtesy, I issued a one-time $70.00 credit to your account.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                **************************;
Customer Answer
Date: 01/26/2024

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:01/01/2024
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.
We purchased a family plan from there online store that the sim cards would not work at all, so we ended up having to purchase another 800 dollars worth of equipment and plans because of this now because of this we are still dealing with the other plans and they are telling us there is nothing they can do about the previous plan because they are still active
Business Response
Date: 01/24/2024
January 23, ****

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

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

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

On January 2, ****, we received your complaint, dated January 1, ****, filed with the Better Business Bureau.

You said you purchased a Boost Mobile family plan online and the *** cards did not work. You purchased new equipment to get your service working and the original account remained active.

When we spoke on January 23, ****, I informed you that I located both accounts. They have the same email address, which is causing the Boost One app to populate information on the original closed account. Your closed account also had AutoPay active, and our system continued trying to collect the monthly charge. I updated the email address on your active account and removed AutoPay from the old one, thus restoring your access to the Boost One app. As a courtesy, I also applied a $100.00 credit to your active account.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/01/2024
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 a service with boost for two months now and I started to find out that my phone calls or texts wasn't coming through so I reached out to them and even went to the store a couple of times, but still no results, I called and the man says that he can't do nothing about this just for me to pay the bill and I bought the iPhone from boost an iPhone 12, so while I was in the store the phone is still not working I have spoken with a representative and still can't get no help- from anyone, they tells me that they will recycle my number if I don't pay the bill I don't owe anything on the phone, it's mine and I have had my same number for 20 plus years and I have missed all type of important calls can anyone help on this issue thank you
Business Response
Date: 01/18/2024
January 17, 2024

***********************************
**************************************, #J4
*******, ** 30316

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

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

On January 3, 2024, we received your complaint, dated January 1, 2024, filed with the Better Business Bureau.

You said that you had service for two months, but you did not receive calls or texts. When you contacted customer service, no one was able to resolve the problem. You requested your phone be unlocked, or to receive a refund for the phone and the two months of service paid.

I attempted to contact at the phone number provided in your complaint, but my call could not be completed.

I sent you an email on January 17, 2024, informing you that I initiated the unlocking process. To ensure the phone receives and completes the command,please be sure it is powered on and connected to Wi-Fi.

Sincerely,

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

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

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

Complaint: 21082069

I am rejecting this response because:
Know one has tried contacting my number my phone number is ************ my other number is in fact not on due to no phone calls coming in on my end but I can be reached at this alternate number thank you
Sincerely,

*******************************
Business Response
Date: 02/05/2024
February 1, 2024

***********************************
**************************************, #J4
*******, ** 30316

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

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

On January 31, 2024, we received your rebuttal, dated January 31, 2024, filed with the Better Business Bureau.

You said that you reject my response to your initial complaint because no one has contacted you at **************.

The contact number you provided in your initial complaint is **************, which, as is provided in my response,I did attempt to contact multiple times, but I was unable to complete the call each time.

Your Desired Settlement in the complaint was to either unlock the phone or refund the full price of it and the two months you paid for service. It is normally required that a customer retain service for 12 consecutive months, without interruption, before a phone will be unlocked. However, as an exception, I unlocked the phone, which is confirmed,on or about January 17, 2024.

Sincerely,

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

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

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

Complaint: 21082069

I am rejecting this response because:
The man still didnt reach out to me at the other number provided and he unlocked phone but my phone number has been recycled and I have had that number for 20 plus years now, I still wanted my same phone number that was ************, I have missed so many calls and I just need that number to remain the same.
Sincerely,

*******************************
Business Response
Date: 02/21/2024
February 20, 2024

***********************************
**************************************, #J4
*******, ** 30316

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

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

On February 19, 2024, we received your second rebuttal,dated January 31, 2024, filed with the Better Business Bureau.

You said that you rejected my response to your previous rebuttal because you have not received a call at the number you provided in that correspondence, *************.

I did not place a call to that number because, at that time, our records showed the matter was resolved with the unlocking of your phone and the porting out of your phone number.

When we spoke on February 19, 2024, you explained that your phone number did not port out and you do not have access to it.

As stated in my voice message to you on February 20, 2024, we were able to determine that your phone number ported out to Metro by T-Mobile on December 29, 2023. In addition, the porting of a telephone number in or out of a network requires the customer to provide specific information to the new carrier to initiate and complete the port/transfer from one to another. I recommend that you contact Metro at **************** for further assistance with this matter.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:01/01/2024
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 am deeply disappointed by the recent events surrounding my order, #****-959839-5877, placed on 12/22/23 for an iPhone 15 Pro. Despite receiving tracking number 1Z0R954E3501543462 and an expected delivery date of 12/28/23, the package never arrived. Upon visiting the local *************************** in ***********, **, I was informed that the package was lost in transit. Following their suggestion, I contacted Boost Mobile **************** promptly.During my initial conversation with Boost Mobile ****************, I explained the situation and was assured that an investigation would take place, with a promised callback scheduled for 1:00 PM MT on 1/1/24. Unfortunately, this call never occurred, prompting me to reach out to Boost Mobile once again. Despite my efforts, I was informed that further investigation was necessary, and a callback was rescheduled for 1/4/23 at 9:00 AM MT.The prolonged delay and lack of resolution are incredibly frustrating, especially considering *** has already confirmed the package's loss in transit. It seems a simple confirmation call to *** could expedite the resolution process. As I am currently without a phone, I urge you to prioritize and expedite the resolution of this matter. If a prompt resolution cannot be achieved, I request a refund for my order. Your immediate attention to this issue is crucial, and I appreciate your prompt action in resolving this matter as soon as possible.
Business Response
Date: 01/15/2024
January 9, ****

***************************
*************************************
***********, ** 45601

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

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

On January 2, ****, we received your complaint, dated January 1, ****, filed with the Better Business Bureau.

You said that you ordered an iPhone 15 Pro on December 22,2023. You expected it to be delivered on December 28, 2023, but it did not arrive. You contacted *** and you were told the package was lost in transit.You also contacted Boost Infinite customer care, and you were told you would receive a call back regarding the issue, but you did not. You requested to be contacted concerning the matter.

A review of your account revealed that on January 4, ****, you were contacted by several Boost Infinite customer care agents regarding this.You were told that your package had an issue with the *** computer system concerning the shipping label and address. You were given a contact number and a ticket was created. You indicated that you do not wish to be contacted by other customer care agents regarding this issue.

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

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

Customer Answer
Date: 01/15/2024
**********************************************,
I am appalled by the blatant inaccuracies and lack of urgency in your response to BBB Complaint #********. Your claim that I was contacted by "several Boost Infinite customer care agents" on January 4, ****, is not only false but a deliberate misrepresentation of the facts.
Let me be unequivocal every single interaction with Boost Infinite has been initiated by me. Promised callbacks have gone unfulfilled, and proactive efforts to resolve this issue have been met with continuous delays and misinformation. Your assertion that I indicated a refusal "to be contacted by other customer care agents regarding this issue" is an outright fabrication. Why on earth would I decline assistance when I am actively seeking resolution?
The lack of my ordered iPhone 15 Pro, coupled with the complete breakdown in communication and accountability on Boost Infinite's part, is utterly unacceptable. I demand immediate action to rectify this situation. Your company's failure to acknowledge the gravity of this matter and provide a concrete plan for resolution is nothing short of unprofessional.
I reiterate I have not received my order, and the responses thus far have been woefully unsatisfactory. I insist that Boost Infinite prioritizes this matter, conducts a thorough investigation, and communicates transparently about the steps being taken to resolve the issue.
The ongoing delays, misinformation, and now, the audacity to provide a false account of my interactions, leave me no choice but to escalate this complaint further if a swift and effective resolution is not provided.
I expect Boost Infinite to take this matter seriously, acknowledge the failures in communication and service, and demonstrate an immediate commitment to resolving this issue. Anything less is unacceptable.
Awaiting your prompt and corrective action.
***********************
Business Response
Date: 02/01/2024
January 30, ****

***************************
*************************************
***********, ** 45601

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

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

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

You stated that the response made to your initial complaint was insufficient. You said that you still have not received your iPhone 15 Pro as of January 26, ****, and you requested a swift, effective resolution.

I regret that my response letter was taken in such a manner, as this was not my intention.

According to our records, a new account was established for you with the assistance of ***************************** of our Executive Escalation Team. Additionally, as agreed, you received a new device and a credit of $120.00 has been applied to your new account.

Sincerely,

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

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

*****************************
Initial Complaint
Date:01/01/2024
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.
Boost Infinite is false advertisement. They say they have this great coverage and nice phone but I bought 2 phones and havent been able to use one for 2 and a 1/2 weeks. Im missing important phone calls and texts. Ive called/chatted literally everyday about this problem and they NEVER have a solution. They keep giving me the run around and keep me on hold for HOURS! Im tired of calling every single day and NO SOLUTION! The workers are rude and seem to be irritated that IM THE ONE WITHOUT ACTIVE SERVICE THEY PROMISED AND THAT IM PAYING FOR! Its getting tiring. They wont give me the $150 and some that I spent on the phones back nor will they give me any kind of solution. To them its okay that I just sit without a phone while they drag their feet. They wont send me a new phone or sim or anything! Its becom in f extremely frustrating and I have no help!
Business Response
Date: 01/05/2024
January 4, ****

*****************************
4029 *************.
************, ** 62040

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

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

On January 2, ****, we received your complaint, dated January 1, ****, filed with the Better Business Bureau.

You stated that you have been unable to use one of the phones you purchased for the past two and a half weeks, and you have not been provided any solutions. You also said your refund request for the $150.00 you originally paid was declined. You requested a refund and a replacement device.

********************** offers a 30-day money-back guarantee. If not satisfied with your Boost Infinite services, you can contact us at **************** within 30 days of initiating an account to cancel it.Once services are canceled, the first monthly plan charge amount will be refunded to the payment method on file.

Phones purchased from Boost Infinite may be returned within 30 days of the *** shipment date, if the requirements listed here are met: ********************************************************. However, if one of the conditions we list applies (such as damage to the phone), the return will not be accepted. If we accept the return, the purchase price will be refunded to the credit card used for purchase. Please allow up to eight weeks for processing. Please note, this policy applies only to phones purchased directly from Boost Infinite.

A review of your account reflects that a ticket was created to request a RMA (return manual authorization). When this ticket is completed, you will be emailed your RA (return authorization) number,as well as instructions on how to return the device(s).

Please note that the issue with your phone not working is not service related. You have been instructed to file a claim for a replacement; however, you declined to do this and you requested to return it. Once again, you would need to file a claim for a replacement or contact the manufacturer, as it is still under their warranty.

At this time, we respectfully decline your refund request, as the refund will be issued once the phone(s) is/are returned.

We regret that your experience was unfavorable.

Sincerely,

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

cc:           ****** / ******* Better Business Bureau
                *********************************************;
                ******,** 80210
Customer Answer
Date: 01/05/2024

Complaint: 21081502

I am rejecting this response because: You are being lazy as hell! I went through a lot just to transfer service! Fix my **** phone PERIOD! I have been without a phone since the 19th of December and I started service on the 17th! ITS UNACCEPTABLE AND EXTREMELY UNPROFESSIONAL ON YOUR END! I have called and chatted and had SEVERAL tickets made! Ever since one of your reps calling hisself fixing the phone he messed it up and YOU ALL SHOULD BE HELD ACCOUNTABLE AND FIX THE PROBLEM INSTEAD OF PASSING THE ***** I want a new phone (the same phone) with a new SIM card sent out IMMEDIATELY! Of course you dont care because its not you going through this and your crs are unprofessional as hell! Stop being lazy and making excuses and just fix the problem! And I payed more than $150 anyway. And you still wouldnt get the phone 1st. SOMEONE WAS SUPPOSE TO CALL ME ON THE ALTERNATE NUMBER I GAVE BOOST INFINITE WEEKS AGO AND THE IDIOTS KEPT CALLING THE LINE THAT WE ARE COMPLAINING ABOUT IT SEEMS AS IF NO ONE EMPLOYED HAS COMMON SENSE. This just shows how white people are money hungry and dont care about customers. Just fix the issue im tired of going through this. Its January 5, **** my 1st line STILL DOESN'T WORK AGAIN IVE BEEN COMPLAINING SINCE DECEMBER 19th ITS **** NEAR A MONTH

Sincerely,

*************************
Customer Answer
Date: 01/23/2024
I want the problem FIXED & then I want a credit on my bill to accommodate the time I wasnt able to use the phone which is only right! Its been almost 2 months since Ive been able to actually use my phone. Then they are adding unnecessary charges to my bill. They are scammers it seems and they need to be looked into. Im seeing ALOT of bad reviews on boost! The service keeps dropping, and theyve sent me 2 SIM cards for the non working phone and both of them were the wrong SIM card its like they are playing a game with me and theres nothing to game about. I do business off my phone. I dont appreciate this treatment, and the only thing they can tell me is what they cant do! FIX THE PROBLEM IT SHOULDNT TAKE 2 MONTHS!
Business Response
Date: 02/02/2024
February 2, ****

*****************************
4029 *************.
************, ** 62040

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

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

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

You stated that you continue to have technical problems, and you were sent the wrong *** card on two separate occasions. You requested compensation.

Our records indicate that the time you indicated the calls were dropping was not reflected by any failures in usage. Both times *** cards were requested by customer care, the correct network was requested. I requested another *** card be sent out to you. Please note that customer care advised you on January 8, ****, we cannot guarantee replacing the *** card would correct the technical issue you are experiencing, and we recommended you either file an insurance claim to replace the device or contact the manufacturer.You declined to do either.

In our last response, we advised you that a refund would be issued once the devices were returned; however, you have indicated to customer care that you no longer wish to return the devices.Please note that you are now outside the window to return them, as well as being outside the window for the 30-day money-back guarantee. We would again highly recommend either contacting the manufacturer, as your device has a limited one-year warranty through them, or filing an insurance claim. Please visit ************************************************** for additional information on the claim process.

The charges on your account are correct.You are currently being charged for your service, device financing and device protection, on each device. If you would like to make changes to your monthly add-ons, including device protection, you can do so by logging onto the application or contacting customer care.

A review of your account reflects that you already received a credit of $25.00 for last month. As an exception, an additional $25.00 credit has been applied to your account. Please note that we will be unable to issue account credits going forward if you elect to not take the steps to repair the device we have recommended.

Sincerely,

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

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

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

Complaint: 21081502

I am rejecting this response because: 1 You are a liar. You all dont even have your own network but you promise all this coverage! I have tried all the steps that were asked of me & still Im having technical complications. Trying a new sim wasnt even your idea it was mines after waiting on you all for several weeks! Here we are February and my problem STILL hasnt been fixed but you have so much bs to say on here to make your twisted a** company look good! NO you guys have horrible service and you lie to get people into contracts! Theres no way its been since December & nobody has contacted me about my is*** and IT IS a service problem on YOUR END because the phone is not connecting to cellular data! DATA/SERVICE DUMMY!! I was unable to file and insurance claim and if you check you can see that for yourself that it was rejected for whatever reason, I also spoke with the manufacturer and I have a case number, they want me to pay $400. Why the f**** would I do that for a phone that was sent to me new but not useful from BOOST INFINITE! Youre trying to cover your a** by lying and Im not going for it. Apparently you cant read because I never said I wanted to return the devices YOU DID! So you could hurry up and be done with this case which IS NOT HAPPENING! Fix my phone or Im going to *** you how about that! The bs charges on my bill I guess are correct even though you decided to bill me for something YOU forgot to bill me for on the 1st bill, so Ill give you that but my phone is still an is*** so YOU need to fix it or there will be no more wack a** Boost Infinite running off dish the shitiest network ever! Cmon now!
Sincerely,

*************************
Initial Complaint
Date:12/31/2023
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.
The week before Christmas I was trying to upgrade 2 of my 4 lines with an online upgrade offer. The moto 5g stylus for *****. Everytime I would try to make the purchase it would error. I used multiple payment cards and it still did not work. I called customer service for help with this and they also would get the error when they tried to place the order for me. I was told multiple things.1. The system was down and for me to call next week.2. I was advised that you probably didn't have the phones in stock therefore rather then remove the sale, it just errors (I then tried other phones and still got the errors.3. There are multiple updates going on and it could be a few weeks.None of these answers make sense and are not as satisfactory way to do business. I escalated the call to a supervisor who gave me the same excuses. I contacted the escalation team at the email provided with the online error and they contacted me asking for my account information and wanted to know what phone I purchased and I replied and have not heard anything since that time. Then on the 29th of December I received an general upgrade email from boost offering the same phone for ***** in store only and figured I would take advantage of that for my 2 lines. I went to the store and the phones rang up at *****, I showed them the email and they informed me that it's not ringing up correctly for the 39 so I would have to pay the 79 each if I wanted the phones, I then called customer service again and was told all they could do is order the phone for me at the ***** price but again the same error and told there was nothing they could do I would like to keep my service with Boost but I am considering going somewhere else because I feel like these are deceptive practices and false advertising. I am trying to take advantage of one of your published upgrade options and would like to be able to get the 2 phones at the advertised ***** each pricing.
Business Response
Date: 01/15/2024
January 9, ****

*********************************
********************************
*********, ** 37918

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

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

On January 2, ****, we received your complaint, dated December 31, 2023, filed with the Better Business Bureau.

You said you tried to take advantage of a $19.99 offer online to upgrade two devices, but you encountered an error when you attempted to make the purchase. You contacted customer care and spoke to supervisors, but you never received a resolution. You indicated that you were offered the same upgrade for $39.99 in a retail store, but you were once again unable to redeem it. You requested the two devices be upgraded at $19.99 each.

Our records show you have since made the purchase successfully using your PayPal account, and the devices were delivered to you.

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

Sincerely,

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

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

                *****************************
Initial Complaint
Date:12/31/2023
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 spoke with agent on Boost Mobile **** number who told my of the price of a renewed iphone 8. $67.99 was the price he quoted that was on website. When I got home only a few minutes later, I did see this price and proceeded to place an order. I added the item to my cart, added payment info and processed payment. Immediately after an order confirmation arrived via text of a very different price: ******. I called right away tofind out what happened and to cancel the the order. They refused to do so stating that they can only process a refund and after the phone has been received. In 3-4 weeks. They changed the price on the phone while I was in middle of the transaction it appears. The supervisor **** claimed that they ca change prices at any time. Doesn't seem like a legal practice.
Business Response
Date: 01/15/2024

January 5, ****

*******************************
3005 *******************.
****************** 20902

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

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

On January 2, ****, we received your complaint, dated December 31, 2023, filed with the Better Business Bureau.

You stated that you ordered a device through our website, but found that the price had changed after the transaction was completed. You contacted our customer care department but were not able to cancel the order and receive a refund immediately. You were told a refund would be processed once the device was returned to our warehouse.

My attempt to contact you by phone at ************** on January 5, ****,was unsuccessful, but I left you a voicemail, explaining the return policy.

We apologize for any inconvenience this issue may have caused.

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

                *********************
Initial Complaint
Date:12/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been with boost mobile for over 10 years.I wanted **** calling/texting and was told my prior phone was not eligible for this.I purchased a new phone.I was then told I had to pay a new activation fee of $60 to be moved to the new boost network.I was also informed the prior plan I was on would not accommodate this and had to increase my monthly plan payment.I paid for all of this to be done as I do not get cell signal at home and really needed the **** calling feature.My phone worked from 11/11/23 to 11/22/23. I have no data on my phone after the 22nd. I called boost over and over and was informed initially this would only take up to 3 days to correct.It was not corrected. I continuously called boost tech support and all they could say it is a "known issue" and have no estimate time of correction. 12/11/23 my phone was due for another payment. I paid the monthly amount with hopes it would be corrected since tech support said it was a 50/50 chance.On 12/22/23 my data disappeared again. I have not had data since the 12/22/23. This is two months in a row of paying for services for a whole month and not having these services to use. Again they have no idea on when my phone will be working again.I am not paying monthly bills to only have it work for 11 days out of 30.Beyond frustrating I am paying for a service and unable to use it.
Business Response
Date: 01/15/2024
January 9, ****

*********************************
*********************************
*******, ** 16053

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

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

On January 2, ****, we received your complaint, dated December 31, 2023, filed with the Better Business Bureau.

You said that you purchased a new phone and changed your calling plan to accommodate Wi-Fi calling and texting; however, once this was done, it only worked for *************************************** refund.

Our records show your last payment was received on October 28, 2023, and the last full day of service was November 10, 2023. The account is disconnected and the phone number was ported to another carrier. Based on this information,your request for an adjustment or refund will not be granted.

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

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

Customer Answer
Date: 01/15/2024
Nov 10th when I ported my number I did not leave boost mobile. I switched from their "old network SIM card" to their "new network" hence having to pay a new activation fee. Starting November 11th I was a "new" customer with a new SIM card still a ****************** customer. I have not left ****************** since 2013. I was informed this was the only way for me to get the WiFi calling, that my old sim card on the old network would not allow it. My old boost plan ran out on November 10th and my new boost plan with a new activation with a new SIM card started on Nov 11th. Eleven days in is when my data stopped working and did not restart until I paid my phone bill on December 11. December 22nd I lost data again which did not start working until I paid for my service again on January 11th.
Initial Complaint
Date:12/31/2023
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 called and canceled this service the first of November 2023 and got billed again. Spoke with a representative of the company that say tuff luck I can not have my money back and if I have a problem contact my bank for a disputed. I canceled the service no I am not going to close out my account and go get another because this business could not do their job
Business Response
Date: 01/25/2024
January 23, ****

*****************************
*********************************************************
***********, ** 86404

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

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

On January 2, ****, we received your complaint, dated December 30, 2023, filed with the Better Business Bureau.

You stated you were billed after disconnecting your account in November 2023, and you requested a refund.

Our records indicate there have been no disconnection or port-out requests for your account. Please contact Boost Mobile customer care at **************** to complete a disconnection request.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable.

Sincerely,

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

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

*****************************
Customer Answer
Date: 01/28/2024

Complaint: 21077720

I am rejecting this response because: one your customer service assistant handling this was completely rude. I originally called in November around the first week to cancel this to have it billed again in December only to essentially be told to get over it, when I removed it from auto pay at the same . If you dont want to return the money that was taken illegally I will contact my bank for fraudulent charges and proceed to news networks accordingly . Its absurd to be treated this way by your companys employees and to be taken advantage of in this manner! Shame on your company and your employees

Sincerely,

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

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