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
- 4,999 total complaints in the last 3 years.
- 1,490 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:11/16/2023
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 paid for 12 months of cellphone service through Boost Mobiles website on 10/4/23. They never switched the plan but instead kept me on my previous plan (10 gb month to month payment instead of 15 gb /month for 12 months). They then have attempted to charge me the YEARLY rate for each month - so they say that I owe the yearly fee ($245.97) for service each month and have not paid for the month of November. Despite multiple separate communications with them and open tickets (and they agree it is a technical error on their end), they have not fixed the error and have now suspended my cell phone service completely for non-payment. They have admitted multiple times that I have paid for service through October 4. ****. They have given zero solutions - whether it be refunding the money or simply crediting the account for the erroneous monthly fee to at least temporarily keep service running while they are solving the problem. They essentially took the money from me, never provided me with the additional service (data) I paid for and now have completely shut off all cellphone service (that I have paid for). This seems to equate to stealing or fraud as I have paid for a service that I am not receiving. They continue to make the same empty promises and there continues to be no resolution.Customer Answer
Date: 11/30/2023
Someone from the company reached out on 11/23 who had clearly not read the complaint or looked into the issue as they told me that I just needed to pay my bill and even though after multiple communications now understands the problem, the company has not fixed the problem (which was identified in early October) and is extremely slow in responding with every communication.Business Response
Date: 12/15/2023
December 13, 2023
***********************************
*************************************
**********, ** 19081
Re: BBB Complaint #********
************ - *************
Dear ******************:
On November 20, 2023, we received your complaint, dated November 16, 2023, filed with the Better Business Bureau.
You stated that you paid $245.97 for 12 months of service on our website on October 4, 2023, after switching to the $20.00 a month 12-Month Unlimited Talk & Text + 15 GB 5G/4G Data plan. You were then charged an additional $245.97. You contacted customer care for assistance, but they were unable to resolve the issue. You indicated that your service was then suspended. You requested it be restored and the billing issue fixed.
When we spoke, you informed me that you would just like to port out your phone number and be refunded the full $245.97. A refund check has been submitted for this amount and should arrive within **** business days. You were satisfied with this resolution.
Sincerely,
******************************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** / ******* Better Business Bureau
****************************************
******,** 80210
*****************************Initial Complaint
Date:11/16/2023
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.
We activated a Boost Mobile Family account on October *******. We had gone online and verified our address to make sure they covered our area. Once we got home, we discovered a 6 miles stretch that had limited to zero service. We drove 2 miles down the road to where we had lte service and called their support line. They stepped us through some steps and then said they would have to escalate the ticket. We worked with Boost mobile for 4 days until we actually got an advisor that admitted that we were in a pocket of no service. At that point, we canceled the service (within their supposed 10 day timeframe) and switched to Consumer Cellular. We were told we would receive a refund once everything processed. Now that we have the official email that everything has been canceled, ** being told that we have to get the refund from the store and the store is telling me that they dont refund anything but a phone bought at their store within 7 days.Business Response
Date: 12/11/2023
December 8, 2023
Ms. ***********************
8412 **********************************.
*******, ** 22733
Re: BBB Complaint #********
************ - *************
Dear ******************:
On November 20, 2023, we received your complaint, dated November 16, 2023, filed with the Better Business Bureau.
You said you established an account at a retail store, but you did not receive service in your area. You canceled your service and requested a refund. You were informed you had to go back to the store, but they will not issue a refund.
Data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service.
Because you purchased the devices and service from a Boost Mobile retailer, we cannot issue 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.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Customer Answer
Date: 12/11/2023
Complaint: 20880792
I am rejecting this response because:
Sincerely,
***********************Initial Complaint
Date:11/16/2023
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.
I was with boost for 5 years. Never had auto pay the entire time. Tried canceling phones on line and there was no way. Was just going to not pay for November and let the lines be canceled. They took $107.00 out of my card on file on the 2nd of Nov. I called. Spoke with 2 different representatives who said my phones would be off in about 24 hours and refund in 3 to 5 days. Waited til the 7th and still no resolution so called again. Talked to 2 more representatives with a little different story. Couldn't refund until phones were canceled. ******** told me phones will be off in 24 hours. 10 to 15 days on refund. Was given a ticket number for the issue. Waited again til 15th. Phones still on. Now saying will be deactivated on Dec 2nd. Called. Spoke with 3 different people. The last finally told me no fefund was possible. Gave me an email to get ahold of with dish. *************************** no such email exists. Multiple representatives were lying to me. Just telling me what I wanted to hear. I am glad I choose another company finally. But feel as though I should be refunded my $107.00. They need to be held accountable for what they are having their representatives say and do.Initial Complaint
Date:11/16/2023
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.
My ******* Galaxy A10e has consistently failed to update the software since January of 2023.As a result, the applications in my telephone keep shutting down.One particular application is my DexCom Continuous Glucose Monitor which allows me to know what my blood sugar is daily.I am prone to going into insulin shock and without my DexCom Continuous Glucose Monitor, I could end up in a hospital or worse.I have repeatedly contacted Boost Mobile to report the problem and Boost Mobile has repeatedly given me a lot of excuses, but has failed to fix the problem.I contacted ******* and it advised that my telephone is operating on an outdated software which is the reason for the applications repeatedly shutting down.******* also advised that Boost Mobile was provided with the proper software to update my and other telephones and that Boost Mobile is obligated to fix the problem. Although I informed Boost Mobile of the importance of the need for my telephone and the risk of the DexCom application not functioning properly, Boost Mobile has continued to push my concerns under the rug and to offer useless solutions, such as turning my telephone off and taking out my SIM card for a few minutes and then putting it back in. None of these solutions resolved the problem.On or about November the 13th, I again called Boost Mobile to report that the software on my telephone has failed to update and has failed to update since January of 2023.I was told that I would receive a call back within half an hour, but I did not.I called Boost Mobile back and the representative disconnected the call.I called Boost Mobile back on the next day and was assured by a supervisor that I would receive a call back and that the constant problem would be fixed.Boost Mobile also kept reminding me that my service was scheduled to be transferred to another carrier in December and I kept stating that this problem has been ongoing since January if 2023, and should have been resolved several ago.Business Response
Date: 12/14/2023
December 14, 2023
*************************************
** 10454
Re: BBB Complaint #********
*************
Dear ****************:
On November 21, 2023, we received your complaint, dated November 16, 2023, filed with the Better Business Bureau.
You stated you have experienced technical difficulties with your phone receiving updates. You requested for the update issue to be resolved.
I attempted to contact you today at the phone number provided, but could not reach you.
Below are a few steps you can take if you believe your phone is not operating properly:
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.
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.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**********************************, #***
******, ** 80210
*****************************Initial Complaint
Date:11/15/2023
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.
11/12/2023 I ordered a sim card from Boost Mobile. The package arrived a day late and with footprints on it. They refused to refund the money to me, refused to accept a return, and declined to cancel my account. I am unable to remove my payment information from their website and they stated that they cannot see my payment information on their end.Business Response
Date: 12/08/2023
November 30, 2023
*************************
**************************************.
**********, ** 53228
Re: BBB Complaint #********
************ - *************
Dear **************:
On November 20, 2023, we received your complaint, dated November 15, 2023, filed with the Better Business Bureau.
You stated that you ordered a *** card on November 12, 2023.However, when you received the *** card, it was damaged and you were unable to activate your service. You requested a refund for $12.94.
My attempts to reach you at ************** were unsuccessful.
As an exception, I issued a $12.94 refund to the card on file. Please allow 3-5 business days for processing.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:11/15/2023
Type:Billing 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 had service with Boost Mobile that ended on 11/11/23. The number was ported to a new service provider but I had to call Boost on 11/11/23 to get the account number and transfer pin. They were well aware of the transfer of service. I had autopay and the payment for 11/10/23 to 12/10/23 service was debited to my account on 11/10/23. I disputed the charge with *********** after Boost Mobile told me to dispute it with my credit card company. I called Boost Mobile a 2nd time on 11/13/23 to file a case for a refund. They sent an email on 11/15/23 stating the ticket was closed. I called Boost a 3rd time on 11/15/23 and was told they will not refund my money and there was nothing they could do. Basically, I paid for service I am not receiving. I will definitely report this to the *** too.Business Response
Date: 12/11/2023
December 8, 2023
******************************
**********************
*********, ** 24502
Re: BBB Complaint #********
************ - *************
Dear **************:
On November 20, 2023, we received your complaint, dated November 15, 2023, filed with the Better Business Bureau.
You stated you had service until November 11, 2023, when you ported to a new service provider. You expressed concern with an automatic payment taken on November 10, 2023. You said you have called several times to ask for a refund, but your requests continue to be denied. You indicated that you disputed the charge with your debit/credit card company, and you requested a refund.
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 you disputed the charge, a refund cannot be processed at this time. Once the dispute is resolved, we may revisit the matter.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Customer Answer
Date: 12/11/2023
Complaint: 20876264
I am rejecting this response because: I paid for services not rendered.
Sincerely,
*****************Business Response
Date: 12/19/2023
December 19, 2023
******************************
1419 ********.
*********, ** 24502
Re: BBB Complaint #********
************ - *************
Dear **************:
On December 18, 2023, we received your rebuttal, dated December 18, 2023, filed with the Better Business Bureau.
You stated you are rejecting our response, as you paid for service that was not rendered. You request a refund.
A review of your account reflects that you initiated a chargeback with your financial institution for the $30.00 payment processed on November 10, 2023. Please note that if we were to issue a refund, you would receive twice the amount. Once the dispute is resolved with your bank, we can revisit the matter.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Customer Answer
Date: 01/05/2024
Complaint: 20876264
I am rejecting this response because: the credit issued by *********** is temporary and the charge will be returned to my account if the money is not returned. Boost Mobile has to settle the reimbursement with ***********.
Sincerely,
*****************Initial Complaint
Date:11/14/2023
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.
On 09/20/2023, I ordered a $200 phone from Boost Mobile in order to get their unlimited plan. At the time, I paid $40 for the unlimited plan as I did not see a $25 option. Due to an issue porting my number over from ******* Family Mobile, I was forced to receive a new SIM card and create a new account in order to activate with Boost. When I activated the new SIM card, I was very clear that I wanted the $25 unlimited plan. I was told I was being signed up for that. On 11/14/23, I received a text message that I had used up nearly all of my 5GB data allotment for my plan. I checked online to see that I had not been given the unlimited plan, that I was on a $25 plan with only 5GB of data, and that my only option for an unlimited plan would cost $60. I called Boost immediately and spoke with an associate who told me that he could not fix the error. I escalated to a supervisor, who informed me that the $25 unlimited plan was only for people who activated online. I explained that I had been unable to activate the new SIM card online, that I had thus been forced to do so with one of their agents, and that I had not been informed the promotion was online only. He said they would look into the call but that there was nothing they could do about me being put on the wrong plan and having been given bad information. This is not my fault, and refusing to fix their error is bad business. I want my $265 back, which includes the $40 I spent for the first plan, which I was unable to use due to the number porting issue, and the $200 for the phone, which I bought specifically to get the $25 unlimited plan. In lieu of the $200, I will accept them unlocking this phone so I can take my business elsewhere. The first SIM and the phone were bought under ***************************** My current account is under *************************Business Response
Date: 12/07/2023
November 30, 2023
*****************************
*********************************** 201
**********, **. 23325
Re: BBB Complaint #********
************ & ************ - *************
Dear ****************:
On November 20, 2023, we received your complaint, dated November14,2023, filed with the Better Business Bureau.
You stated that you purchased a new phone and signed up for Boost Mobiles $40.00 unlimited data plan, but you were unable to port your phone number to this account. As a result, you created a new Boost Mobile account with a $25.00 plan. However, you received notification regarding your data limit and when you checked your online account, you found that you only had 5 GB of data instead of unlimited data. When you contacted customer service, you were advised that the $25.00 unlimited data plan was only available for customers who activated their service online. You requested a refund of $265.00 for your initial payment or that your phone be unlocked.
On November 20, 2023, we spoke by phone and I apologized for the frustration you experienced. I explained that unlimited data has a monthly limit and when reached, the data will be throttled. This allows you to still use data, but not with high speeds. You understood and thanked me for the explanation. I was able to get your accounts data plan swapped to the $25.00 best unlimited plan, which allows a 30 GB monthly limit. This addressed all of your concerns.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:11/14/2023
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.
Boost Infinite let me buy a phone off of their website (10/31/23) and sent me a sim card. I got the phone (11/3/23) and sim card (11/5/23?). I was then told that they had an issue they were fixing (11/5/23) and it wouldn't work right away. I called again (11/7/23) and was told it was a "known issue" that was not going to be necessarily fixed in the next month. I called one more time and was told they knew the issue, I had the wrong sim card and it was not updated in their system (11/7/23). They could not send the sim card expedited, and the person refused to let me talk to a manager. The person told they they were 100% certain this would fix my issue. I got the new sim card (11/14/23) and it does not work. After an hour with a worker, I talked to a manager and was told they could not fix my issue and it was a "known issue" that will not for sure be fixed in the next month or year.I paid for a phone through Boost Infinite so there would be no issues. Boost Infinite took my money for the phone, knowing this was an issue (it was a "known issue") and the phone would not work. After buying the phone they did nothing to notify me that there was an issue. Instead I spent countless hours re-telling my story on my husband's phone (and in chat) and I still do not have a working phone. If I called now, they would spend another hour figuring out that it was a "known issue."The "known issue" is that prior Republic Wireless members cannot switch phones.Obviously I am switching companies, but they should not be allowed to sell a phone that cannot be used, that seems fraudulent to me. The should also not be charging me for my part of the cell phone plan.Business Response
Date: 11/20/2023
November 18, 2023
*************************************
******************************
************* 45305
Re: BBB Complaint #********
************ - *************
Dear **********************:
On November 15, 2023, we received your complaint,dated November 14, 2023, filed with the Better Business Bureau.
You stated that you went to activate a phone you purchased, and you were advised there was a known issue preventing it from being activated. You were informed that our teams are currently trying to fix this, and that the issue was impacting previous Republic Wireless customers.You requested a billing adjustment.
To confirm, a known issue not allowing the devices to be swapped out has affected your account. Our teams are diligently working towards a resolution; however, at this time there is no date on when it will be fixed. As you are unable to swap out your device, a return authorization, RA #************,has been created allowing you to return it for a refund. A shipping label has been emailed to you directly from **** Once the device is returned, a refund will be issued. Please note that it can take up to eight weeks for processing.
A review of your account reflects that you have been receiving monthly credits to offset the monthly-billed amount. The only amount charged to your card was on October 20, 2023, for $11.95 and then on October 31, 2023, when you purchased the device.
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: 11/21/2023
Complaint: 20872156
I am rejecting this response because:The response to me is satisfactory. Unfortunately after this claim (but before the response) I had more issues (Boost Infinite could not unlock the phone that I paid outright for). I was just going to use the phone at a new company, but Boost Infinite made that impossible. Returning the phone is the only thing I can do.
The response to "Modification/discontinuance of an advertised claim" has not been addressed. Boost Infinite should not be selling phones to previous Republic Wireless members because the phones will not work. At the very least there should be a clear notification to the Previous Republic Wireless member that the new phone will not work on the Boost Infinite network.
Sincerely,
*********************************Business Response
Date: 12/06/2023
December 6, 2023
*************************************
******************************************************************
Re: BBB Complaint #********
************ -2023-12-45066
Dear **********************:
On December 6, 2023, we received your rebuttal,dated December 5, 2023, filed with the Better Business Bureau.
You said you are rejecting our response,as you are not satisfied with it. You also mentioned that you were unable to unlock a phone that you paid for in full, and you are still requesting phones not to be sold online to previous Republic Wireless customers.
Our records indicate that the device with the **** ending in **** was unlocked, as you requested.
Please note that we will not discontinue selling phones on www.BoostInfinite.com to any customer,including previous Republic Wireless customers. The issue that impacted your account did not impact all accounts that were transitioned over from Republic Wireless.
As our records reflect that you received a refund of $192.15 on November 18, 2023, we consider the issue closed.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
***************************************************************** / ******* Better Business Bureau
*********************************************;
******,** 80210
*********************Customer Answer
Date: 12/08/2023
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 as I do not wish to continue this process.The company never unlocked my phone as they stated and I was told that my issue was a "known issue" affecting Republic Wireless customers, so others will have (and are currently having) the same issues.
I returned the phone and was refunded.
Sincerely,
*********************************Initial Complaint
Date:11/14/2023
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 placed an order for a new line of service and a new phone and paid $132 for the taxes on the phone and the first month of service. The phone was shipped to me but before it arrived the shipment was recalled by the sender (Boost Infinite). I contacted customer service about the issue and they advised me that I was ineligible for service. I requested a refund of the $132 but they only refunded me $72. I am still owed a refund of $60. I have made multiple calls to customer service with no resolution. In addition, they sent me an email threatening to charge me for the full price of the phone that I never received if I did not activate my service within 48 hours. Again, I never received a phone. I even sent an email to their resolution department and no one has responded. l have made requests to speak to a supervisor on multiple occasions and they will never let me speak to one. This has been going on since September **************************************************************************Business Response
Date: 11/20/2023
November 16, 2023
*****************************
*************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On November 15, 2023, we received your complaint, dated November 14, 2023, filed with the Better Business Bureau.
You said you never received your device and to have only been refunded $72.00. You requested a refund for the remaining amount. You also said you were notified you were going to be charged full price for the device if it is not activated in 48 hours.
Our records show a refund of $132.00 was issued to the card ending in **** on October 5, 2023.
You will not be charged full price for the device, as it has not been received by you.
We apologize for the inconvenience.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Initial Complaint
Date:11/14/2023
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 Sept. 28, 2023 I contacted Boost Mobile customer support to get information about their prepaid plans. I indicated I wanted to purchase 2 lines, I wanted an eSIM, I didn't want to transfer my number until I verified it worked well, and i was using an ******* S23 Ultra on both lines and wanted to make sure it would work with eSIM, and 5G service. The attended indicated all of those concerns would not be an issue and that the phone works with their service, and that I can get a eSIM but would need to first apply for a regular sim and they can convert it. Also was told that moving the phone lines later wouldn't be a problem.On Sept. 29th, I created 2 accounts and was charged $15.58 for the first line and $5.46 for the additional line. I was told once the account activated I could request an e****I waited for it to activate and I requested the eSIM, I was then told that my phone was not compatible. I was told to wait for the **** I did and the service was unusable even with the regular SIM so I asked for a refund. Was told would be no problem but computers were down so I had to wait and call back the next day. I called back and was told it would be a few more days. I called back and was told it would be Nov 1st. I called back Nov 14th and was told it the initial ticket was entered incorrectly by their representative and I was no no longer eligible for a refund since it was after the 10 days. I indicated that was not my fault, but theirs. They understood but said they could do nothing. I filled an FCC complaint as well. Calls to customer service:9/29 - *******, ******, ****** (was hung up on)10/2 - 6:53pm 10/5 - 12:****, 12:52pm, 12:24pm, 12:23pm, 12:22pm (Got disconnected 4 times before someone answered.10/7 - 12:42pm, 12:43pm (got disconnected)10/12 - 7:34pm, 7:52pm (got disconnected)10/14 -5:44pmBusiness Response
Date: 12/07/2023
December 7, 2023
Mr. *************************
***********************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On November 20, 2023, we received your complaint, dated November 14, 2023, filed with the Better Business Bureau.
You stated that you were given incorrect information regarding an eSIM and the 5G network. This led to your service not working as your device was not compatible with eSIM.
When we spoke on November 27, 2023, I apologized for the inconvenience you had and told you that I would request a refund for the payment you made.
Our records show that the funds were returned to you when you cancelled your PayPal payment; however, when we spoke by phone on November 28,2023, you told me that you had not received the funds and you sent me documentation showing that the funds were not returned.
We spoke by phone again on December 7, 2023, and I advised you that a refund of $21.04 was issued to your PayPal account associated with the email address ************* You thanked me for the confirmation.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
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******,** 80210
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