Complaints

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

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  2411 N Wellesley Spokane, WA 99206

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  Boost Mobile

  5122 Ne M L King Blvd Portland, OR 97211-3234

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  Boost Mobile

  3767 Eastern Blvd Montgomery, AL 36116-7312

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  Boost Mobile

  827 Taylor Ave Towson, MD 21286

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:12/19/2023

  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.

  Got an email for an offer to add insurance protection on Dec 8 to my line ************ called talked to rep on Dec 9 I have screenshots of my call log every time I spoke with someone in regards to offer to add insurance to my device I explained and told them about the email ******* told me it would be $7 a month I said well the email says $12 he took my card info and said I was all set. I realize next day payment didnt come out called back Dec 14 ******* created a ticket and stated he didnt even see a note that I called on Dec 9 which I have proof I called I have a screenshot of my call log. I called back today 12/19 and rep told me the same didnt see a conversation of note that I called Dec 9 he transfer me to ***** resolution manager said she didnt didnt see call from the 12/9 and failed to acknowledge the offer also she then told me to go to a store and see if they would. I have the email with the offer they advertised and failing to acknowledge . I advise ****** the number I called from on Dec 9 I called at 1:13 on central time was on phone for 14 mins I called from my other phone ************ I advise she can pull calls calls are recorded she ignored that suggestion

  Business Response

  Date: 01/08/2024

  January 5, 2024
  
  
  
  ***********************************
  *********************************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On December 20, 2023, we received your complaint, date December 19, 2023, filed with the Better Business Bureau.
  
  You said that there was no option to add insurance at the time you ordered your phone. You then received an email on December 8, 2023, with an offer to add it,but no one has been able to do it. You have also been told that you are no longer eligible to add it, even though your request to do so was well within the allowable time frame.
  
  I attempted to contact you at the phone number associated with your account and the number provided in your complaint. I left a message at each informing you that this matter is currently under review and the insurance will be added to your account, unless extenuating circumstances prohibit this being done. If we are unable to add it, you will be contacted.
  
  We regret any inconvenience this may have caused.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *****************************
  
  

  Customer Answer

  Date: 01/09/2024

   
  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:12/18/2023

  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.

  Good afternoon,My husband purchased a phone from Boost Mobile, model ******* Galaxy S22 for $381.04 as a gift. However, I did not like it so I talked to Boost Mobile costumer service to return the phone for a full return. I had just gotten the phone so they said yes and gave me the following info for the return address on February 17, 2023. Rma ******** ****** micro *** / boost **** allpoints ct. suite 2 ********** ** ***** We went to the post office the on February 24, 2023 and sent the phone with delivery confirmation. We tracked the phone and seen online that they received the phone on February 27, 2023 at 2:41 pm, and it was signed by ********. We called boost mobile to confirm the receipt and for them to ***iate the money return. They said "sure we will return the money, in 3-5 business days". About a month went by and no refund. so we call again on March 25, 2023. They said they just were hacked and that they were having difficulties with payment system but as soon as they fix that they will initiate a refund s***e they know that the company has received the phone. Still about another 2 months went by and we called again on June 20, 2023 and this time they said they couldnt find the account. After about 2 hrs of talking to them somehow they found the account and again supposedly issue the return. Well we kind of forgot s***e again they had said it was going to be a while for the money to return to my account. Last time I started an online chat to again attempt to get our money was Aug 19 and again she was told that she had no account with ****************** and that they couldnt help me. I was not even able to speak with a supervisor because they couldnt transfer me as they couldn't find my account. I had given them an account number from an old email, but they keep saying that is not what they need. I just want them to refund my money so I can pay my husband back. It's almost $400 that we can afford to lose. Thank you,*****

  Business Response

  Date: 01/05/2024

  December 29, 2023
  
  
  
  **********************************************
  ********************************* 2
  Bronx, ** 10451
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ***********************************:
  
  On December 19, 2023, we received your complaint, dated December 18,2023, filed with the Better Business Bureau.
  
  You stated that you purchased a device you decided to return. The device was received in our warehouse on February 27, 2023, but you have not received the refund yet.
  
  We were able to confirm that the device was returned;therefore, we issued a request for a refund of $381.04. Please allow up to three weeks for processing.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  

  Customer Answer

  Date: 01/10/2024

   
  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, as long as I receive my refund.  I was told over the phone that it will take about 1 month for me to receive it, in the case I don't I'll get in contact directly with Boost Moible.  I want to thank BBB for all your assistance in helping me solve this matter.  I really appreciated it.

  
  Sincerely,
  
  ******************************************
  

   

• Initial Complaint

  Date:12/18/2023

  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.

  Selling unlimited Talk text and Data for $50 a month but they limit the Data to 40 GB which absolutely is not unlimited so they are pulling advertising fraud on the public..

  Business Response

  Date: 01/10/2024

  January 9, 2024
  
  
  
  ***********************
  ******************************
  ************, ** 33541
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ***********************:
  
  On December 19, 2023, we received your complaint, dated December 18, 2023, filed with the Better Business Bureau.
  
  You stated Boost Mobile falsely advertises their unlimited data packages. You requested we change our advertisements.
  
  Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources, Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.
  
  Sincerely,
  
  
  
  ***********************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  **************************************************************** / ******* Better Business Bureau
                  **********************************, #***
                  ******, ** 80210
  
                  *****************************
  

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21025266
  
  I am rejecting this response because:  It's intentional to force you to purchase more data so their response is an outright lie, they said it overwhelms their data system which can easily be fixed by purchasing more data, so that in itself is an outright lie it's a scam!! Clearly they are not holding up to their end of their deal of Unlimited..Again Unlimited at premium price means unlimited, not get to a point and slow down the data to force you to purchase more data..I pay their premium price for Unlimited I fully expect to get what I paid for not a limited data package..Look up the definition of unlimited..
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/17/2023

  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.

  NOVEMBER 10 2023 fraud charges for 2 iPhone 15 pro from boost were charged to my account onto my harley ******** **** payment to my bank. fraud case with boost number **********. my cell phone was suspended on november 15th till yesterday december 16th. 3 fraud cases with boost, **** and bmo bank were started november 10 2023. now a charge for $2557.49 is back on my harley ****** card and they say i owe $25.51 for a cell phone bill i did not have zero access to my cell because they suspended it the entire billing cycle of november 15th till december 16th and refuse to ****** me either payment. the $25.51 will post to that same ****** card the charge again for the $2557.49 is on. i have called every 3 days talked to atleast 20 people and nobody says they can do anything. i had to wait for the bank bmo and harley ******** **** to ****** them to turn my cell phone back on. i am on total disability with a brain injury had no cell or able to access my computer because everything was 2 step verification i needed to get a code by text *** cell was suspended for 30 days. my only optiion will be to call harley **** and disput the charges and again my cell will be shut off if those payments are disputed. it was fraud i am a victim of fraud and they are charging me for phones again and a month of service i did not use thank you. i have nobody to help me and i have a brain injury i cannot help myself much ive done everything i can

  Business Response

  Date: 01/05/2024

  January 3, ****
  
  
  
  ****************************
  ***************************************
  *********, ** 53090
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On December 18, 2023, we received your complaint, dated December 17, 2023, filed with the Better Business Bureau.
  
  You said that your credit card was charged $2,557.49 for two iPhone 15 Pros you did not order. Although these phones were returned, you have not received a refund.
  
  When we spoke on January 3, ****, you confirmed that you filed a dispute with your card issuer and have since received the funds back. However, you expressed concern that your account would be turned over to collections because of the amount due at the next billing cycle. You also said that because of this, you have switched carriers. I assured you that you would not be sent to collections,as there is an offsetting credit to compensate for this amount. I also confirmed that your account is scheduled for permanent closure.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  
  

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21019883
  
  I am rejecting this response because:

  I left a v.m after I talked to *****, I would like a formal letterhead sent to me stating my cell line was shut off and I owe ZERO on my account with **********************. I was fraud jumped Nov 10, 2023 and December 16th, 2023 for a total of 4 iPhone pro 15 cell phones in total. Yes, my US BANK **** credit card did reverse ALL 4  charges, but my BMO bank account was breached those amounts, so  I had to shut my checking account down November 10th, 2023, as well. I was made whole. But I am out $355 for a new cell phone and activation to another carrier because under the umbrella of boost this fraud happened 2x in 39 days, caused me massive devasting consequences and the entire time dealing with boost nothing was absolutely done as a customer to correct this until I filed a ******************** complaint. So I do not have any faith this is concluded. I was treated like I was a inconvenience to the company that I caused a upset. And in the end, boost wouldn't unlock my phone that was paid in full so I could use that phone I bought through boost in April 2023 to relieve me my out of pocket cost to purchase another cell to use a different carrier SIM card. I am on total disability . I do NOT have extra money. So I at best want it in writing that I am turned off, owe boost nothing. 

  Thank you, 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/30/2024

  January 26, ****
  
  
  
  ****************************
  ***************************************
  *********, ** 53090
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **************:
  
  On January 25, ****, we received your rebuttal, dated January 25, ****, filed with the Better Business Bureau.
  
  You said that you reject my response to your initial complaint because:
  
  You have no confidence the issue is resolved.
  Your request to unlock your phone was denied.
  You were treated as if you were an inconvenience.
  
  Therefore,you want a letter confirming your account is closed and you have a $0.00 balance.
  
  When we spoke by phone on January 3, ****, you confirmed that you filed a dispute with your card issuer and have since received the funds back to your account and switched carriers. At no point during our conversation, nor in your complaint, did you request to have your phone unlocked. However, our records show that on January 19, ****, it was unlocked nonetheless. This occurred six days prior to the filing of this rebuttal. During that call, I also confirmed that your account was scheduled for permanent closure and would not be assigned to collections.
  
  I regret that you feel as though you were treated as if you were an inconvenience. It was, and still is, my belief that the aforementioned conversation was mutually respectful and addressed all of your concerns.
  
  Your account is closed and you have no further obligations to Boost Mobile regarding this matter.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21019883
  
  I am rejecting this response because:

  *****, 

  You acknowledge I owe boost nothing. But your corporate and you have zero clue what's going on and I spent every 3 days on the phone with the company agents who never gave me any resolution as well because it's how this got in this mess. Boost fraud jumped my credit card November 10, **** for 2 iPhones at $1265.99 a piece. After those charges-  I immediately made the credit card company aware of, on November 20th- 10 days later my cell line got suspended because I owed $2531.98 according to my boost account. No matter who I talked to, returning both 2 cell phone properties, my line was suspended through December 16th, ****, when I was told I now owe my bill of $25.51. because finally all the charges were credited back to boost Plus you received your 2 iPhones I sent back by *** on November 15th ****. So 1 month my cell line was not active. And I was constantly calling the representatives getting ran around. So I pay my $25.51 on a bill I had zero service for since November 20th, by credit card December 15, ****, .. to find the exact next day again!! December 16th, 2 iPhones are charged to the same replaced credit card for 2 iPhones for $$1265.99 plus the cell bill for $25.51 = $2557.49.. I went Monday -2 days later December 18th- because my cell line was already suspended once, now I owe again on phones in 30 days I didn't order. I left. I went to another carrier. On December 18th *****, that cell was locked. I called to get it unlocked to use it at the new carrier. I explained to 2 different representatives it was fraud, unlock me, nope. So I requested my line be shut off. So all that mess costed me a new cell and new line activated on disability income to $355. So I'm sorry if I didn't feel like if you get the facts right, that this entire situation nobody who just wanted to get me off the phone in 3 seconds cared either and I wanted to make sure I didn't get turned off again or sent to collections. Because not only did you charge me $25.51 for a line that was suspended on fraud, fraud happened immediately AGAIN after I paid it. 4x iPhones in 30 days on my ***** They told me to NOT give you no more card numbers. So despite the fact of having no cell phone and that huge disruption, I spent HOURS with boost agents getting nowhere. Then fraud jumped again. So I leave before my line gets shut off again once those 2nd fraud charges of 2 iPhone charges get denied. And a cell I bought from boost ,in April **** I can't use because it's locked on December 18th. I don't need it now. I needed my cell back up. Anyways I'm wasting my efforts. Your company doesn't care. There was no even trying ever to give me credit on my account or making the effort to rectify this. It was I owed money to boost and was treated like exactly that- I was negligent on my account for iPhones I didn't order. From double fraud and in the end I had to pay $355 out of my pocket as a victim not including the devastating effects. So you acknowledge I owe ZERO. My line is officially cut. It's terrible since November 10th **** this fraud started and February 2nd **** there wouldn't even be this far of this was not filed because nobody ever really gave me time to  understand. It was always sorry, you owe us. But we're done here. Thank you for closing my account and I owe you nothing. At best take notes and see where this all went wrong under your corporation and get better customer service efforts instead of trying to negate your right and I was the bad patron. I was nothing but patient and returned the phones I did everything right, and I'm on total disability. This was horrific at best for me. I understand I'm not at a level with a brain injury to make it clear as water what happened but I have notes, and dates, as well as my bank and credit card. I hope this gets looked into why it happened 2x in 30 days. And why no one ever fixed it. The credit card company made you whole in those charges till anyone cares if my line was shut off then you couldn't even let me save money to use my cell so I had to buy a whole new cell.  

  We're done. I'll close this case. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/17/2023

  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 was in the market for a new IPhone 11 and was given a price of the phone by switching carriers for Metro PCS to Boost Mobile when inquiring about the cost of the phone, the salesman never mentioned that all the phones was used and none of them were new , that is very deceptive because I never wouldve purchased a preowned phone for the total cost of $161.57 on December 16th 2023 , I wouldve went to a pawnshop if I wanted a used phone, I didnt even know a phone dealership sold used phone, they should have signs hanging in the store saying all phones are used, none are new . So with that deception I want my full refund to go towards a new phone because to much is wrong with this used one, it does not perform like I want it to .

  Business Response

  Date: 01/10/2024

  January 9, 2024
  
  
  
  Ms. *********************
  ***********************************, Apt. 30
  *******, ** 30354
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ************:
  
  On December 18, 2023, we received your complaint, dated December 16, 2023, filed with the Better Business Bureau.
  
  You said that you were unaware the iPhone 11 you purchased from a Boost Mobile retail store was used. You would not have paid $161.57 for a preowned phone and you would like a full refund.
  
  Boost Mobile retail stores are independently owned and operated and although they are subject to specific franchise service level agreements, they set their own, individual policies and procedures regarding products and services. Therefore, you will need to pursue a return or refund with the store where you made the purchase.
  
  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:12/17/2023

  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.

  About a month ago, after a system update, Visual Voicemail app was disabled. After manually enabling the app, it could not function and I w no longer received voicemail notifications. I called on multiple occasions and my call was eventually escalated to a higher level of technical support. Supposedly a ticket was opened to fix the issue but it never has been and I received no further contact from Boost regarding the matter. The Visual Voicemail app is crucial to my phone service and needs to be fixed immediately.

  Business Response

  Date: 01/05/2024

  December 20, 2023
  
  
  
  ***************************
  *********************************. E60
  **********, ** 29615
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************:
  
  On December 18, 2023, we received your complaint, dated December 16,2023, filed with the Better Business Bureau.
  
  You stated that your visual voicemail application stopped working about a month ago. You requested that the issue be resolved. You mentioned that our customer care department had opened a ticket for the issue.
  
  We spoke by telephone on December 20, 2023, and you confirmed that you have the most recent version of the application. As this is a known issue, I suggested that you wait for a resolution through the open ticket.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  

  Customer Answer

  Date: 01/05/2024

   
  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:12/17/2023

  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.

  Bought what they said was a new IPhone 11. After 5 months screen went BLACK n wouldn't turn back on. Took to Boost the WOULDNT replace it. Told me to call insurance. After I Only Supposeably pd $50 for the phone but a total of $600 for 3 phones n plan they told me it would be $175 to replace phone although it had no water damage or anything. NOT HELPFUL at all. I WOULD NEVER refer anyone to this company.

  Business Response

  Date: 01/10/2024

  January 9, 2024
  
  
  
  ***************************
  ****************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ***************************:
  
  On December 18, 2023, we received your complaint, dated December 16, 2023, filed with the Better Business Bureau.
  
  You stated a device you purchased from Boost Mobile stopped operating, and the insurance company informed you there would be a $175.00 deductible to replace it. You requested the phone be replaced at no cost.
  
  Your deductible is determined at the time of purchase and is based on the market price of the make and model of your device. Once enrolled, your deductible does not change even if the store price does. All costs, charges and fees are subject to applicable tax.
  
  Sincerely,
  
  
  
  ***********************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  **************************************************************** / ******* Better Business Bureau
                  **********************************, #***
                  ******, ** 80210
  
  *****************************
  

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21017543
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 01/10/2024

  What Boost Mobile said is untrue I was never told of a deductible for insurance to replace the phone and the phone went pure black after just a few months and with no reasoning behind it they would not replace it it was not water damaged it was not broke and they would not fix it

  Customer Answer

  Date: 01/26/2024

  This is not right the complaint should not be closed I was treated wrong and unfairly and there are several complaints about Boost Mobile online and now they are holding my son's phone for six more months locked it in even though they told me it would only be 6 months it would be unlocked as of January 12th this is horrible the Better Business Bureau should do a better job at this

• Initial Complaint

  Date:12/17/2023

  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.

  They had a ******* a23 on sale for ***** of you bought a phone card. 9 days later and 3 charts with customer service there's so no info on my order. The 4th time I've called the gentlemen tells me the order for the phone was canceled and I'll be refunded and asked if I want them to just send the card. Why would I want the card without the phone? So they took my money immediately and never send the product. After getting the run around with them and *** for a week I finally was told about the phone order being canceled, not by me mind you.

  Business Response

  Date: 01/05/2024

  December 27, 2023
  
  
  
  ***********************************
  *******************************. D1
  ********, ** 97470
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **********************:
  
  On December 18, 2023, we received your complaint, dated December 16, 2023, filed with the Better Business Bureau.
  
  You stated that you ordered a ******* A23 for $19.99 with the purchase of a phone card, but you did not receive the phone. When you spoke to customer care, they informed you your order was not in our system, and you were told that you would be refunded for it.
  
  A review of your account revealed that on December 17, 2023,a refund of $61.56 was issued.
  
  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
  
  *****************************
  
  

• Initial Complaint

  Date:12/16/2023

  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.

  was trying to pay my bill was told that my account was not with ********************** it was with team mobile and they refuse to get me a sup i been with this company for almost 15 years and this is the 1st time i wanted to leave not you guys are just like all the other prepaid companies you dont even let us get incoming calls any more and all the old customs are paying 50 to 40 when new ones are paying ***** I am so over it

  Business Response

  Date: 01/05/2024

  January 3, 2024
  
  
  
  Ms. *********************************
  ******************************************************
  ***********, ** 64081
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On December 19, 2023, we received your complaint, date December 15, 2023, filed with the Better Business Bureau.
  
  You said that you tried to pay your bill, but you were told you are not with Boost Mobile: but T-Mobile. You also indicated that you are not receiving incoming calls. In addition, you mentioned tenured customers pay $40.00 to $50.00 per month, while new customers pay $25.00.
  
  Boost Mobile is a Mobile Virtual Network Operator (MVNO) and T-Mobile is a Mobile Network Operator (MNO). MVNOs use the processing and transmission tower systems of MNOs. While we are in the process of building out our own MNO system, we use both T-Mobile and AT&T networks. A review of your account shows the network you receive service from currently is T-Mobiles, but you are a Boost Mobile customer.
  
  Our records show that a payment posted to your account on December 15, 2023, and service is active for all functions, including making and receiving calls and text messages.
  
  We offer various plans to our customers; therefore, I recommend you call customer care at **************** to inquire about which plans you currently qualify for.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:12/15/2023

  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.

  Went into this business purchased the **************** I never received the service. The person must have taken my money because they never started me an account for Internet since then they have stop taking my calls, avoiding my calls and will not give me my refund and I have my receipt, they dont train their young employees and thats why weve came into this problem. The same young man that sold me nothing for $54.55 still works there and was rude and yelling at me the last time I visited the store to get my refund. He also called his superior on the phone and he also was very rude disrespectful on the phone .

  Business Response

  Date: 01/05/2024

  December 21, 2023
  
  
  
  *********************************
  *******************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On December 19, 2023, we received your complaint, dated December 15, 2023, filed with the Better Business Bureau.
  
  You said you purchased internet service from a retail store,and they took your money but never gave you internet service. You also stated the agents at the store were rude. You requested a refund.
  
  Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies.
  
  We appreciate that you brought your customer service concerns to our attention and we will review them internally.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *****************************
  

  Customer Answer

  Date: 01/08/2024

  Their Internet is also through *** *** informed me that they never received my money. Therefore, I had to get the refund from the boost store boost is not working with me will not give me any manager information or owner information. They just kicked me out of the store when I get when I have went to ask questions I returned the modem to the *** store I just want my refund or the money credited to my account because this is stealing.