Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

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 Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/11/2023
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.
Was trying to switch to a phone provider more affordable, and found Boost Infinite. I checked my phone on their website, which said it was compatible. When I received my sim card, I called them to activate it, and verified with the support lady once again that my phone was compatible. After repeated attempts to activate my phone, the woman ended up telling me my phone wasn't actually compatible, and that was that. I thought that was the end of it too, considering I never actually activated my service. Over the course of four months, they took over $100 from my bank account, and I received no service. I called them to request a refund and cancel my account, and a request was put in. A week later with no refund, I called back demanding a refund, finding out they hadn't even cancelled my account. The lady told me "there was only a 30-day money back guarantee" even after explaining the money was essentially stolen from me. She claimed to re-open the request with added details this time. It's been about two weeks, and they still haven't returned the money they stole from my account, even the charge within the "guaranteed" window. I didn't even notice the charges until the most recent one. I don't have an account number because I never even got that far in setting up my service, yet they still charged me. They are able to pull up my account using my email, which is ******************** This constitutes theft in my book, because they charged me money and did not provide any service they promised whatsoever. I would like a *full* refund, as I've been more than patient with them refusing to return my money.
Business Response
Date: 11/17/2023
November 14, 2023

*************************************
*************************************************.
***********, ** 55430

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

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

On November 13, 2023, we received your complaint, dated November 11, 2023, filed with the Better Business Bureau.

You stated that during the time your Boost Infinite account was active, you were unable to use the service since your device was not compatible. You requested a refund for all payments made, totaling $77.90.

My attempts to reach you at ************** were unsuccessful.

As an exception, I issued a refund of $77.90. Please allow 3-5 business days for processing.

Sincerely,

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

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

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

Customer Answer
Date: 11/18/2023

Complaint: 20858831

I am rejecting this response because:
As enclosed in the **mail I sent you, my number is now ************. I lost my old phone service from attempting to switch to Boost Infinite. I did e-mail you at the address provided and did call you at your phone number.
As shown in the bank statement, I was not charged *****, but in fact ******, missing one payment of *****. If this final bill is refunded I will accept this solution, as this was still money I was charged and not provided with the service promised with the subscription.

Sincerely,

*********************************
Business Response
Date: 12/04/2023
December 4, 2023

*************************************
*************************************************.
***********, ** 55430

Re:          BBB Complaint #********
                ************ -2023-12-44809

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

On December 1, 2023, we received your rebuttal,dated December 1, 2023, filed with the Better Business Bureau.

You stated that you received the $77.90 refund, but there was still a remaining refund due of $25.96.

My attempts to reach you at ************** were unsuccessful.

I submitted an additional refund of $25.96. Please allow 3-5 business days for processing.

Sincerely,

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

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

                *********************
Customer Answer
Date: 12/07/2023

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:11/11/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i have tryed multi-times to upgrade my phone line ending in ****. Boost is not honoring any of the upgrade prices on my acct on its website. I called several times spoke with **************** Some told me to wait 72hrs other told me to goto a boost store and pay full price. Others said email ********************** I sent email since Nov 4 no response. I feel this is false advertising. The phone I want to purchase is the Galaxy A23 5G reg price $299.99 upgrade price $19.99. but ANY phone I choose the site is not honoring any of the upgrade prices I just keep getting the same error message at checkout. (attached screenshot of error message) I've tried refreshing, different ****** ***** browsers nothing works. I last called boost to 11/11/23 @ 5:36pm and was disconnected..no return call made to me. but I have been paying for this phone line for months now with no phone so boost has just been receiving my money & no useage has been made on the acct because I cannot buy a boost phone. I would like someone to fix this issue as now I will need 2 upgrades and no one is fixing the purchase problem on the website or stating that if I goto a boost store and pay full price I will be reimburst the balance of my Upgrade price. or have someone contact a store to let them know to adjust the price to mirror the prices on my acct. basically no one is trying to assistant. they just want me to goto the boost store and let boost keep false advertising.
Business Response
Date: 12/04/2023
November 30, 2023

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

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

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

On November 14, 2023, we received your complaint, dated November 11, 2023, filed with the Better Business Bureau.

You said you have been trying to upgrade your device, but the website is not honoring the price and you keep getting an error message. You also stated you are being charged for a line that you have not used.

Purchases made using a **** card will not go through, so you must use a MasterCard or another option.

Our records show usage on all active lines, so you are being billed correctly.

We apologize for the inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:11/11/2023
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.
Boost mobile made false accusations about me calling restricted numbers/chat lines which i had no knowledge of until 10/18/2023 and a boost rep told me to call boost care asap, when i called to report this information thw boost care said there were no reports of any restricted calls or chat lines or violations and told me keep a eye out on any strange emails or text. So i took the advice from the boost care rep and didnt recieve any more text until Nov. 8,2023 the email Stated i was warned on oct. 18th about the restricted calls. Chat lines and violations and it said my phone line would be suspended if it continues. After 30 minutes of reciebing this text my phone was suspended and the 15 reps i spoke with about it told me 15 different scenarios of why it was off. The account was paid on ******* so i was not due but later that night(nov. 9,2023) it sent me another text stating to make a payment to resume services, then on the evening of nov. 9,2023 I recieved a email from their account resolution stating i can port my number over to another carrier. I have two linea with boost and the 2nd line was never disconnected which is my daughters line, i just find this so wrong especially with us being customers over 5 years, i believe my acxount was hacked somehow because i have never experienced this kind of foolishness from a cell company, their local stores dont have a dam clue to anything, thwy just say call boost care!! What a joke i also want my credit card removed off of their payment method site. I also have this info on my text messages.i dont think i can forward it. We have done nothing wrong we are not criminals we are law abiding citizens
Business Response
Date: 12/04/2023
November 16, 2023

*******************************
**************************************** 3
***********, ** 62704

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

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

On November 14, 2023, we received your complaint, dated November 11, 2023, filed with the Better Business Bureau.

You stated that your account was disconnected without your authorization. You requested it be reactivated.

A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy,please visit *************************************************************************************************.

For any additional concerns regarding this issue, please email ************************************

We regret any inconvenience you may have experienced.

Sincerely,

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

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

*****************************
Customer Answer
Date: 12/04/2023
To whom this may concern: We have moved on from this ridiculous accusations against us, this supposedly chatline we we were accused of using is a church phone conference line that has been used for over several years these numbers are used in many capacities and are not violations against a paying customer, so ****** you can say what you want but I was told on Oct 18,2023 by your foreign agents we had done nothing wrong so play your customer service calls back to hear nonsense we were told at that time up until nov.8th when you turned the phone off. None of these agents could tell us the same reason as to why this happened so we have new service so don't send no more messages because you are a ***** and should not have responded because I have spoken with your upper management about this matter we don't care about BOOST MOBILE ANYMORE !! YOU Might WANT TO JOIN THE CONFERENCE LINE TO GET SOME ***** IN YOU CAUSE YA ARE LIARS AND CROOKS!! BE GONE AND DO SOME WORK TO SEE HOW THESE PHONE CONFERENCE LINES ARE USED THEY ARE NOT VIOLATING ANY POLICIES THIS IS CHURCH BUSINESS!!!!! WE ARE CURRENTLY USING IT WITH OUR NEW SERVICE WITH NO VIOLATIONS SO WHATEVER LIAR
Initial Complaint
Date:11/10/2023
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.
I had purchased a boost mobile phone off ******** marketplace. Before I purchased it, I went onto boost mobile website to confirm that it was compatible since it was a boost mobile phone. Their website confirm that it was compatible. I bought a $40 top up card and a $10 Sim card from ******* that is non-returnable. When I proceeded to activate the phone I encountered technical difficulties so I requested customer service support. **************** says they were unable to activate the phone and that I should return it which is impossible. I never got a refund for my $40 top up card on my $10 Sim card like I had requested. They said they were going to open a dispute and they closed it immediately. I want my money back. I paid for a service that I did not receive.
Business Response
Date: 12/04/2023
November 16, 2023

Mr. ***********************
****************
*****, ** 54872

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

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

On November 14, 2023, we received your complaint, dated November 10, 2023, filed with the Better Business Bureau.

You stated that you purchased a phone on ******** Marketplace, but you were unable to it. You requested a refund for the cost of the $40.00 top-up card you used to pay for service upfront, as the retail store you bought it from refused to provide you one.

When we spoke today, I told you that we made an exception to issue you a refund check of $40.90. I confirmed that we will mail it to:

***********************
General Delivery
*****, ** 54872

Sincerely,

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

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

                *****************************
Customer Answer
Date: 12/05/2023

Complaint: 20855956

I am rejecting this response because:

I have yet to receive this reimbursement check.
Sincerely,

***********************
Business Response
Date: 12/18/2023
December 15, 2023

Mr. ***********************
General Delivery
*****, ** 54872

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

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

On December 14, 2023, we received your rebuttal, dated December 14, 2023, filed with the Better Business Bureau.

You rejected my previous response, as you stated that you have not received the refund check.

When we spoke on November 15, 2023, I told you that a check for $40.90 would be mailed to you. Our system confirms that this check was cashed on December 7, 2023.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 01/08/2024

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:11/10/2023
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.
I pay my bill with boost mobile yearly and the payment was made in full on 9/24/23 since that time may account has still shown an amount due of the yearly amount. I am 500 miles from home in an area with 0 wifi and have used all of my monthly data (unlimited plan) of 15gb and went to get the monthly boost of data 10gb for 30$, instead of the ************************************************************************************************************************************************************************************** that the data wont be applied to the account until the plan restarts on 9/24/24. I requested a refund and was denied since the data boost is pending
Business Response
Date: 12/04/2023
November 28, 2023

***************************
*********************************
******, ** 48529

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

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

On November 14, 2023, we received your complaint, dated November 10, 2023, filed with the Better Business Bureau.

You stated that you purchased a 10 GB data pack and due to being on an annual plan, the payment and data pack will not be added to your service until the next billing cycle. We are refusing to refund the purchase cost and remove the additional data add-on pack.

When we spoke on November 28, 2023, I confirmed the 10 GB data pack has been added to your account, but will not become active until September 23, ****, when your next annual payment is due. As an exception, I had it removed from your account and requested a $30.00 refund. Please allow up to two weeks for processing.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 12/04/2023

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:11/10/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Boost mobile refuse to unlock my iPhone Im a long time customer in good standing with the company. I have been trying for over 2 weeks now to get them to unlock my phone
Customer Answer
Date: 11/20/2023
**** contacted me from Boost mobile ****** office on 11/16.He told me he was going to unlock my phone but nothing happened today is Monday 11/20 my phone is still locked.
*******************************;
Business Response
Date: 12/12/2023
November 16, 2023

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

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

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

On November 14, 2023, we received your complaint, dated November 10, 2023, filed with the Better Business Bureau.

You stated that you have been attempting to unlock your phone for weeks, to no avail.

When we spoke on the phone today, you confirmed that the device you are attempting to unlock is your iPhone XR. I let you know that this device is currently showing an unlocked status, and to reach out to me if you were not able to confirm an unlocked status in the coming days. You were satisfied with this resolution.

Sincerely,

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

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

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

Customer Answer
Date: 12/13/2023

Complaint: 20854831

I am rejecting this response because:
My phone is still locked
Sincerely,

***********************************
Customer Answer
Date: 12/19/2023
As of today 12/19/2023 my phone is still locked
Customer Answer
Date: 02/02/2024
As of today 02/02/2024 my phone is still locked.Boost mobile still refusing to unlock it.
Business Response
Date: 02/16/2024
February 15, 2024

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

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

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

On February 12, 2024, we received your rebuttal, dated February 12, 2024, filed with the Better Business Bureau.

You stated that as of February 2, 2024, your phone is still locked. You requested it be unlocked.

According to our records, your phone continues to show as unlocked. I verified that we pushed an unlock code to your device. I called you and left a voicemail on February 14, 2024, advising you to reboot your device,make sure the software is updated and that you are connected to a strong Wi-Fi network. I also left you my contact information *************) if you ran into any further issues during this process.

Sincerely,

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

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

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

Customer Answer
Date: 02/20/2024

Complaint: 20854831

I am rejecting this response because:
My phone is still locked
Sincerely,

***********************************
Customer Answer
Date: 02/27/2024
Boost mobile has done nothing to unlock my phone they sold me a phone that cannot be unlock now Im stuck with it so sad .
Initial Complaint
Date:11/10/2023
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.
On 11/9/2023 I called and spoke with store clerk. She stated her name was ********. I was given a false advertising discount and was told to come in to store. I spent 30$ to Uber to business location.. I entered the store, amongst me entering the business ******** was at front desk... I was given a totally different price range, she claims that they no longer have the device that I just spoke with her about, and proceeded to try to get me to buy a device at a higher rate then normal. She is overpricing the franchise products, showing favoritism to different ethnicities and misleading costumers by soliciting them to arrive for a product they doesn't have... I consider this very unprofessional. I feel I was being subjected to decriminalization and cruel and unusual punishment do to the fact that another costumer with my same qualifications is being rendered service for a cheaper price based on ethnicity and the fact that I have a brain interface gaming system installed in my body, she knowingly and willingly involved herself into our game under advised unprofessionalism not knowing that it would be reported to the BBB. I ask that the phone system be investigated under the fact that my company called and told her not to sell me the phone
Business Response
Date: 12/06/2023
November 16, 2023

*******************************
******************************************** 705
****************************

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

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

On November 15, 2023, we received your complaint, dated November 10, 2023, filed with the Better Business Bureau.

You stated that on November 9, 2023, you spoke to a Boost Mobile store agent over the phone and you were told about a discounted price for services. When you were able to visit their retail location, you were informed of a different price and discount. You requested the phone system be investigated and to be issued a store credit.

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

We strive to provide excellent customer service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be shared internally with the appropriate personnel.

Sincerely,

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

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

*****************************
Initial Complaint
Date:11/10/2023
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.
I am being charged an extra $15 a month for an add-on I had canceled more than five months ago. Im not sure how long they had been charging me before I noticed, and I first messaged Boost Mobile about it on August 9th, 2023. They claimed to had taken it off my account, but I had to message them again on September 11th, 2023 because I was still being charged. This time, they claimed to cancel it, plus they gave me a $15 credit on my account. But as of checking yesterday (November 8th, 2023), I am once again still being charged for the add-on.
Business Response
Date: 12/04/2023
November 14, 2023

***************************
******************************1007
***********, ** 70816

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

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

On November 10, 2023, we received your complaint, dated November 10, 2023, filed with the Better Business Bureau.

You stated that in September 2023, you requested a $15.00 add-on package to be removed from your account, but it never was and you continued to be charged the monthly fee. You requested these charges be refunded.

My attempts to reach you at **************, were unsuccessful.

As an exception, I issued a $30.00 refund for the two months you were charged for this add-on package. 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:11/09/2023
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.
Transferred my number to Boostmobile. They cannot activate the service for over 10 days. After multiple attempts to activate the service, I decided to give up and asked for the account number and pin to transfer my number out. However, they insisted on calling me on the number they could not activate, otherwise, I have to go to their store which is very far away from me.Their flawed system caused me to not have phone service for 10 days (and continues), yet they are unwilling to accommodate providing the necessary information so I can transfer my number out.
Business Response
Date: 12/04/2023
November 17, 2023

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

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

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

On November 10, 2023, we received your complaint, dated November 9, 2023, filed with the Better Business Bureau.

You stated that you transferred your phone number to us, but it could not be activated. You requested a refund for the payments you made.You also would like your account number and port-out PIN.

When we spoke on November 10, 2023, I informed you that we are in the process of issuing a refund. I also provided you with your account number and port-out PIN. You accepted this resolution.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:11/09/2023
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.
My son has a moto g 5g 64gb 2023 phone purchased in September 2023. His account is under my fiance name (*********************) phone number is **********. The charging port broke. I pay the insurance for the phone. I called to get a replacement and they did not have a replacement so sent me a coupon code. I never received the code however the did give it to me where I wrote it down. The price of the coupon was ******! I had to pay a ***** deductible which is fine. But a new moto g 5g 2023 64gb phone is 250 bucks. Therefore I have to pay another 120 bucks on top of the 117 coupon and 99 deductible paid. I could just go get a new phone for what I am paying or could just have them fix the port. All I want is the amount to get a replacement phone for my son. This doesn't make sense to me.
Business Response
Date: 12/04/2023
November 12, 2023

*****************************
*******************************
********, ** 16659

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

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

On November 10, 2023, we received your complaint, dated November 9, 2023, filed with the Better Business Bureau.

You expressed concern with the $117.00 coupon you were provided to replace your sons phone. You stated that the coupon was provided in lieu of a replacement phone, but the cost of a new phone is $250.00. You also indicated that you paid a $99.00 deductible.

The optional phone protection offered by Boost Mobile is through Likewize. Once a claim is filed, customers are required to pay a non-refundable deductible based on the device type if the claim is approved. Customers are eligible for two approved claims within a 12-month period beginning on the date of the first replacement. Other exclusions and conditions may apply. For concerns regarding claims, please visit www.myphoneguardian.com or call ***************.

Sincerely,

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

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

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Boost Mobile is NOT a BBB Accredited Business.