Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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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
- 5,032 total complaints in the last 3 years.
- 1,492 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/12/2023
Type:Service or Repair IssuesStatus: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.
October 2023, I paid $333+ for a full year of phone service. Come November they charge me another $333+. Again in December $333+. I made the company aware on November 28, I was being charged monthly when I paid for a full 12 months of service. **************** advised they saw the error and had escalated the issue. On December 7th, still no resolution, so I contact the company customer service again. They claim the complaint is still pending. **************** advised me to dispute the wrong charges (Nov. / Dec.) with my credit card company. I did. On Dec. 11 the company suspends my phone line of service. I contact customer service again and they claim the issue has been escalated for a resolution again. In reality they are doing nothing to restore the service, I have already paid a year for (in October). I then call on 12/12 and hear the same from **************** and Supervisor on duty "all we can do is file a claim and wait".Business Response
Date: 01/02/2024
December 21, 2023
*************************************
***************************
********, ** 92040
Re: BBB Complaint #********
*************
Dear ************************:
On December 13, 2023, we received your complaint, dated December 12,2023, filed with the Better Business Bureau.
You stated that you switched to an annual plan and made a payment on October 3, 2023. However, you noticed that you were billed the full price again in November 2023, and then again in December 2023. You disputed these payments with your financial institution. You requested assistance with this matter.
We spoke by telephone on December 21, 2023. I informed you that we are aware of a known issue regarding monthly billing on an annual plan,and are actively working on a resolution. I restored your service and agreed to monitor it to ensure that it remains active.
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:12/12/2023
Type:Product IssuesStatus: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 11, 2023, I received e-mail bill of several charges to my debit card which I never requested to order any cellphone upgrade. I also expressed several emails concerning services being disrupted and language being changed which I only speak English. The charges are still on my debit card in the amount of $738.23, which also had too de-active and get a new debit card form my bank institution ******** They have refused to stop shipping an order of cellphone to my address. They claim that someone made several frauds to my account, although it's showing their company as the persons who made these charges. They have refused to accept responsibility and continue to charge to my account, please help. Also my cellphone number ************** was change due to fraud although, we know who committed the fraud. My new number which they changed with no notification as well...new number ************** ********************* Sincerely,Business Response
Date: 01/02/2024
December 21, 2023
*************************
**********************************************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On December 13, 2023, we received your complaint, dated December 12, 2023, filed with the Better Business Bureau.
You said your debit card has been charged a total of $738.23 for an upgrade you never initiated. You also said your phone number was changed without your authorization. You requested a billing adjustment.
When we spoke, I informed you that the chargeback you initiated was won in your favor, and I confirmed a total of $653.23 has been returned. I also informed you that no additional credits or refunds are warranted,but you did not agree.
You declined my offer to help you restore your service or attempt to retrieve your old phone number.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Customer Answer
Date: 01/02/2024
Complaint: 20998333
I am rejecting this response because:I've yet to receive the full amount of my complaint which is $738.00 I only received $70.00 check from Boost Mobile 3 days ago. Do you understand BBB! .....I reject resolved issue still.
See below e-mail sent by Boost Mobile Alicia
Hello *****,
The chargeback had been won in your favor, but it may take time for the funds to be sent back to your account as it was a holiday weekend. I am currently working with my back office team to ensure the funds are placed back into your account.
Thank you,
On Tue, Dec 26, 2023 at 11:44?AM ********************* <**********************> wrote:
This message originated outside of DISH and was sent by: **********************
Good morning, **************,
As per conversation with you last week, I explained that full amount must be return to my account, although, I called you again the next date to inform that the money has not been placed back into my ******* account as of yet. As you stated, you Boost Mobile favor me, although no transfer of the funds has been placed back into my account as of yet. You must speak with ******* concerning this matter in order for me to state full transfer the payment must be placed.
***** and BBB complaint filed.
On Thursday, December 21, 2023 at 01:40:51 PM EST, *********************** <***********************************; ************* clear="none" style="outline: none !important;">Hello,
I am reaching out to you in regards to the *** complaint we received from you.
I attempted to contact you at **************, but was unable to reach you.
Please reach back out to me at your earliest convenience so we may discuss further.
Thank you,
--
***********************
DISH | Sling TV | Boost Mobile
Executive Escalations, Corporate Case Manager
Phone: **************
Office Hours: Tuesday - Saturday 8:00 AM 4:30 PM (MT)Sincerely,
*********************Customer Answer
Date: 01/02/2024
I've yet to received full amount from Boost Mobile as of 1/2/24
David
Business Response
Date: 01/25/2024
January 23, ****
*************************
********************************************************;
Re: BBB Complaint #********
************ -************
Dear **************:
On January 22, ****, we received your rebuttal, dated January 22, ****, filed with the Better Business Bureau.
You maintain that you have not received your funds back from Boost Mobile.
The chargeback was won in your favor, so a total of $657.23 was sent to the card ending in **** on December 22, 2023. Please contact your financial institution regarding future inquiries.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
***********************************350
******,** 80210
*****************************Initial Complaint
Date:12/12/2023
Type:Service or Repair IssuesStatus: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.
Early November, my phone stopped working. I called boost mobile several times, trying to get the issue resolved. I was treated rudely hung up on, and the reps kept contradicting themselves. Honestly, it felt like they were lying.on 11/22 I talked to a supervisor named *****. She was incredibly rude and dismissive, and kept trying to talk over me and wouldnt listen to me after making me repeat myself, mind you. on chat they told me to wait 48 hours so I waited 48 hours I called back they said we 72 hours I called back and my phone still wasnt working. My phone just recently started working again I called back today 12/12/23 to get compensation for the month I paid and didnt get service for I was on 22 minute call with yam? Or ***** I couldnt really hear what her name was. Anyway, she hung up on me after 22 minutes on the phone. I called back and talked to ****. She transferred me to AVie on another 20 call and they refused to give me my money back for service that I paid for but was not able to use. I spent over three hours on the phone with Boost trying to get resolved. I was out without a phone for over a month or about a month something like that had no alternate phone at the time and honestly was treated horribly by customer service, not all of them, but by quite a few of them.Business Response
Date: 01/08/2024
January 5, ****
*************************
*************************************************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On December 13, 2023, we received your complaint, dated December 12, 2023, filed with the Better Business Bureau.
You said your service was not working for over a month and a half and we refused to issue a credit or refund.
When we spoke on January 5, ****, I informed you that Boost Mobile is a prepaid service and our Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Under the circumstances,I issued a one-time $50.00 courtesy credit.
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: 01/10/2024
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.
Sincerely,
*********************Initial Complaint
Date:12/12/2023
Type:Customer Service IssuesStatus: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 want to unlock my phone which I purchased based on advertisement. I was not told that the phone was under contract, or it was carrier locked. Now I am being told I need to be with the service for a year before I can unlock. I request to unlocked for international travel and change of carrier; I was denied. No where advertised I saw that the phone was carrier locked. I called customer service, and they hung up and refused to let me talk to a supervisor.Business Response
Date: 01/02/2024
December 13, 2023
*****************************
**************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On December 13, 2023, we received your complaint, dated December 12, 2023, filed with the Better Business Bureau.
You requested your device be unlocked, and you expressed your dissatisfaction with the customer service you received.
******************** will unlock a device under the following circumstances:
?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months
Your unlock request has been denied. Your phone will be eligible for unlocking on November 7, ****, as long as it meets the requirements listed above.
We regret that your experience was unfavorable.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Boost Mobile L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Customer Answer
Date: 01/02/2024
Complaint: 20997669
I am rejecting this response because: the advertisement did not state the phone will be carrier locked.
Sincerely,
*******************************Business Response
Date: 01/22/2024
January 20, ****
*****************************
**************************************************************************
Re: BBB Complaint #********
************ - ************
Dear ****************:
On January 19, ****, we received your rebuttal, dated January 19, ****, filed with the Better Business Bureau.
You stated you are rejecting our response, as the advertisement does not indicate the device would be locked for 12 months.
The advertisement does indicate that, by continuing, you agree to our Terms and Privacy policy.
Our General Terms and Conditions state, Boost will unlock a capable device, provided the device is eligible per Boosts Unlocking Policy.For further information on our unlocking policy, please visit *********************************************************************.
We regret any inconvenience you may have experienced by not reading the terms and conditions prior to purchasing the device.
As you purchased the device at a significantly discounted rate and did not have it active for 12 consecutive months, we decline your request to unlock the device.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Customer Answer
Date: 01/31/2024
Complaint: 20997669
I am rejecting this response because: I told customer service that I am wanting to do international ************ want it unlocked. Based on your policy I am able to get it unlocked based on reasonable request. The customer service and supervisor hanged up on me. I need it to be unlocked because I am doing international travel. Next step is for me to seek this concern in civil courts.
Sincerely,
*******************************Initial Complaint
Date:12/12/2023
Type:Customer Service IssuesStatus: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 robbed by boost mobile sold a different phone than showed I paid $150 for an iPhone which was suppose to be an iPhone 12 he gave me a refurbished iPhone 8 which was $69.99 online site then I paid for one month plan totaling 197$ then a second receipt for $29 for second month I called right away tried to back he told me too bad call cops he knows where I live and if I come back he'll have all the people that hang out in front store remove me I called boost first night showed them all proof and they said we're gonna fix it still haven't the phone was hacked right away said my financial information stolen than bank said suspicious activity phone hacked I been telling them back office promised fix this 3 weeks ago now telling me still investigation when I gave them all Proof receipts everythingBusiness Response
Date: 01/08/2024
January 7, 2024
***********************
***************************************************
Re: BBB Complaint #********
************ - *************
Dear ***********************:
On December 13, 2023, we received your complaint, dated December 12, 2023, filed with the Better Business Bureau.
You stated that you received a different phone than the one you purchased, and experienced difficulties receiving the correct phone. You also stated your phone has been hacked,and you received no assistance in this matter.
I was unable to reach you at the number provided. Please contact me at your earliest convenience at **************, so that I may assist you in this matter.
In the meantime, below are a few steps you can take if you believe your phone is compromised:
Delete Unknown Apps - If you cannot remember downloading it and do not know what purpose it serves, it is best to be safe and delete it. You will notice these apps running in background despite you never having seen or interacted with them before.
Keep Your Phone Updated - Regular updates will keep the phones defenses up. You want your security system as up to date as possible.
Factory Reset - This should be a last resort. A factory reset will clear ALL your data from the phone and restore it to its original, default settings. Your pictures, settings, and everything else will be erased. In this case, any hacking program will be removed from the phone along with all your files.
Change your Boost Mobile PIN - This can be done through your online account or the ******************** app.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*************************************350
******, ** 80210
*****************************Customer Answer
Date: 01/09/2024
Complaint: 20997170
I am rejecting this response because:
I was robbed by boost mobile called boost immediately as soon as I got home about the phone being a refurbished apple 8 when I was told I was getting a 12 spent $200 then he charged me ona separate receipt for 2 months I went back he threatened me told me too bad call cops the phone had problems right away your company gave me a case no said they were gonna fix it and give me the items I was supposed to get I called 10x they would hang up on me say still being investigated ibut I gave them all receipts proof everything nothing was done the phone doesnt even work anymore I got a new sim and after the store activated it the phone says no sim and the guy said its broken it cant read any **** . I went back numerous times and called company over 5x and did not agree but refurbished iPhone 8 for $200 when the iPhone 12 $150 and he charged me twice for the monthly data and wouldnt refund it he would have the people outside the store remove me because people hang out side store selling drugs and he kept telling me too bad every time I went back back office promised fix it within 5 days and I called every week for 2 months and they hang up I want my money back!
Sincerely,
***********************Customer Answer
Date: 01/09/2024
This company has treated me
like trash made so many promises the first night I got phone and called right away then would hang up on me or just tell me its being investigated when they promised to give me the phone I paid for within 3-5 business days the phone is broken it says no sim SOS they robbed me I went another boost store they tried get me pay $60 just look at it and give me a new sim which I paid!
Customer Answer
Date: 01/09/2024
I gave them all receipt and transaction numbers but the phone is broken I cant upload I had buy a new phone !! They were advertising the apple iPhone 8 refurbished $69 and wouldnt let us sign up for affordable act program we are more then qualified for the program which 2 boost stores denied us I went back over 5 timesCustomer Answer
Date: 01/22/2024
i cannot access the lady from boost who was from corporate trying helpe me Sent from my iPhone **********Business Response
Date: 02/01/2024
January 31, ****
***************************
***************************************************
Re: BBB Complaint #********
************ - ************
Dear ****************:
On January 26, ****, we received your rebuttal, dated January 26, ****, filed with the Better Business Bureau.
You said that your complaint regarding a purchase at a Boost Mobile retail location has not been resolved. You requested a refund for the purchase.
My attempt to reach you at the phone number provided on January 29, ****, was unsuccessful. On January 31, ****, my call was answered, then ended after I introduced myself, and my attempts that followed were unsuccessful.
Boost Mobile stores are independently owned and operated, and as such, they maintain their own phone inventory and set their own return and exchange policies.Please visit the store from which you purchased the device for further assistance.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
**************************************************************** / ******* Better Business Bureau
**********************************, #***
******, ** 80210
***************************Customer Answer
Date: 02/01/2024
Complaint: 20997170
I am rejecting this response because:I've called you 10x give me
my money back !!! I can show bank fraud as soon as I bought phone and he threaten me pay me the money
Sincerely,
***********************Initial Complaint
Date:12/12/2023
Type:Product IssuesStatus: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.
Bought 2 sim cards from boostmobile.com Nov 10 received 1 sim card within 2 days, second sim card arrived 3 weeks later...payment is due Dec 10, but second sim card didnt arrived until last week and was activated 4 days ago...boost mobile wont let me talk to a supervisor basically they tellinh me if you pay you get 30 days more and i i tell them what about my 30 that i already paid...I work hard for my money dont know where to get help...customer satisfaction dont exist no longerBusiness Response
Date: 01/02/2024
December 13, 2023
Mr. *******************
********************************************************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On December 13, 2023, we received your complaint, dated December 12, 2023, filed with the Better Business Bureau.
You stated that you ordered two *** card kits on November 10, 2023, and you received one of them within two days. However, the second did not arrive for over three weeks, which was four days before your next bill due date. You also expressed your dissatisfaction with customer cares response when you informed them of this situation. You requested a billing adjustment.
Our records indicate that the *** card kit with order #****-586360-5638 was delivered on November 13, 2023. The *** card kit with order #****-586321-5601 is showing as delayed due to ****
In the interest of customer service, a $25.00 credit has been applied to your account.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Boost Mobile L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Customer Answer
Date: 01/02/2024
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:12/12/2023
Type:Service or Repair IssuesStatus: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 informed I was part of the data that was stolen from boost mobile earlier this year ever since I have had extreme service issues every month I get hung up on all the time by customer service I was informed by management at my local store before it was shut down after the breach that my info was stolen and the only way I would be able to login would be to walk through resetting up my account and give them my password and debit card number, I was extremely uncomfortable with this, a week later the store was gone,very very scammish activity from this company, I run a home based business and have lost thousands in wages over this time due to not receiving emails texts calls or any other notifications the day they are sent, i am now unable to call other boost mobile customers my phone currently is less than 6 months old with absolutely no damage, such a headache every month dealing with being hung up on denied any closure please if anyone is part of the class action suit against boost mobile in 2023, please inform me as to how to participate, compensation at this point is whatever but i am done letting them steal personal information as well as my money and not provide the service offered, so so so so many issues ignorance and refusal to do anything my personal info as well as payment details have been stolen verified stolen by two different employees is there anything i can do to make them compensate for lost wages as well as a prorated rate for each month back as well as compensation for breach of privacyBusiness Response
Date: 01/02/2024
December 29, 2023
Mr. *********************
*****************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On December 13, 2023, we received your complaint, dated December 12, 2023, filed with the Better Business Bureau.
You said that you were informed your data was stolen through a security breach earlier this year and since then, you have experienced service issues. As a result, you have lost thousands of dollars in wages. Also, when you visited a local retail store, you were told the only way you could log into your account would require you to give the store employee your password and debit card number. Within a week, the store was out of business. You requested information on how to join the class action lawsuit against Boost Mobile and compensation for breach of privacy.
On February 23, 2023, Boost Mobiles parent company, DISH Network,experienced a cybersecurity incident that affected internal communications and operating systems. However, this concerned only the satellite TV business, as no other affiliates or subsidiaries were impacted. In addition, no customer data was compromised by this incident.
Although Boost Mobile retail stores are authorized to sell Boost Mobile products and services, they are independently owned and operated; therefore,any disputes resulting from transactions conducted with them must be resolved directly with that stores management/ownership team. If you believe your personal and/or financial information was compromised through your release of your password and debit card information, I recommend you visit your local law enforcement agency and file a formal complaint against the individuals to whom you provided this information. Please note, Boost Mobile is neither engaged currently nor have we been notified of any impending class action litigation.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile L.L.C.
cc: ****** /******* Better Business Bureau
***********************************350
******,** 80210
*****************************Initial Complaint
Date:12/12/2023
Type:Service or Repair IssuesStatus: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 going to sign up for boost services. When the *** card arrived I realized I could not use it for the phone I had. I called them same day they said theyd issue a refund. This was around November 6-8. No refund! Then just last week they charged me again so I called and of course no refund as they promised. So now thats twice. Called again today and they say Im not getting one because I already paid for the service. But the *** card never was activated and never went into a phone. They even told me they can see it. Said theres nothing they can do now. I am so very upset that they can do this. I could see if I was using the phone. That is not the case here. The *** card is still sitting in its packaging.Business Response
Date: 01/02/2024
December 15, 2023
*****************************
9822 M 50
******, ** 49265
Re: BBB Complaint #********
************ - *************
Dear ******************:
On December 13, 2023, we received your complaint, dated December 12, 2023, filed with the Better Business Bureau.
You said you were unable to use your device. You insisted that you have never used the service, and you requested a refund for the *** card. You also stated you were promised a refund and then your card was charged.You requested a refund of both payments.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited. As a courtesy, I submitted a refund of your payments, totaling $37.78, which will go back to the card ending in 1838.
You are currently not enrolled in autopay, so no additional payments will be automatically withdrawn.
We apologize for the inconvenience.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Initial Complaint
Date:12/11/2023
Type:Product IssuesStatus: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.
Received 2 plain I15 phones no charger on Wednesday 29 Error in porting called for assistance very nice young lady and I talked for over an hour no one was available to help me was told someone would call me thurs 30th Thursday 30 no call I called them again nice person no help got transferred to person who wrote up a ticket for me to return the phones she said I would receive email with directions Friday 1 no email called another ticket written up ticket number again email would come in 2 days Saturday 2 Rec the email send back instructions and later Saturday night a voice message stating they wanted to help me with porting .Monday 4 mailed box as per instructions priority mail Later rec a voice mail offering to help port phones.Received confirmation from **** tracking that the phones were delivered on Thursday Dec 7 2023.Today Dec. 11 I havent received anything from Boost Infinite except that my bill is ready to be deducted from my bank account.My experience with Boost infinite is that I was unable to get the help to activate my phones, was told someone would call me a day later, did not receive a tech call until 3 days later by then I had already decided to send the phones back and cancel my contract. I was told at sign up I had 30 days to return the phones. This I did on Monday Dec 3.Business Response
Date: 12/13/2023
December 13, 2023
***********************************
*****************************************************************************;
Re: BBB Complaint #********
************ -2023-12-45565
Dear ********************:
On December 12, 2023, we received your complaint, dated December 11, 2023, filed with the Better Business Bureau.
You stated that you purchased two iPhone 15s. When you received them on December 7, 2023, the chargers were not included and when you attempted to activate the devices by calling in, errors were received. ******** care then promised to call you back, but did not until three days later. You said that by the time you received a call back, you had decided to return the phones and cancel your contract. You requested a refund.
Please note that our website shows that the iPhone and USB-C charging cable is included in the box. A charging block is not included with the purchase of newer iPhones.
Our records indicate that we did attempt to contact you on December 2, 2023; however, we were unsuccessful. An email was also sent to you from a Wireless Escalations Case Manager.
A review of your account revealed that you have already returned the devices and a refund of $125.54 was issued on December 12, 2023, to the card originally used for purchase.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
*********************************************;
******,** 80210
*********************Customer Answer
Date: 12/13/2023
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:12/11/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This started in July when I filed my daughters phone lost in ************ to suspend it so if someone found it they could t use it in and called a couple weeks later to file a claim they said in their system it looked like she didnt have insurance I call boost it says shes had insurance since April of the previous year but boost wont call likewise and likewise wont call boost and they wont take my word for it so I went back and forth for the next three four mthsBusiness Response
Date: 01/02/2024
December 28, 2023
*****************************************
************************, Lot 7
**************, ** 37072
Re: BBB Complaint #********
************ - *************
Dear **********************:
On December 12, 2023, we received your complaint, dated December 11, 2023, filed with the Better Business Bureau.
You stated that your daughter lost her phone in July 2023 and you attempted to file a claim for it; however, ******** said you do not have insurance (although you indicated you have had it since April 2023), and we refuse to get on the phone with them to help you come to a resolution. In addition, you said that since you reported the phone as lost, your billing has been incorrect. You paid $121.00 for the past five years, but it has now increased to $153.00. You requested the insurance claim be honored, and for your rate to go back to normal.
As ******************* L.L.C. is a separate company from that of Boost Mobile L.L.C., you would need to work with them directly for any further assistance regarding your claim. Here is a link to their website with their contact information: ***************************************************.
Our records indicate that your billing is correct. While the line ending in **** is in a suspended status, it does not qualify for the tiered pricing. Once you reactivate the line, the billing will return to normal. In the interest of customer service, a $40.00 credit has been applied to your account. Please note that, going forward, we will not be able to compensate you for the price difference, and we recommend reactivating that line if you want the rate to return to $121.00.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Boost Mobile L.L.C.
cc: ****** / ******* Better Business Bureau
********************************, #***
******,** 80210
*********************
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