Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,993 total complaints in the last 3 years.
1,485 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:11/03/2023
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.
This company has the worst tech support possible. As an existing customer of over 5 years, I purchased a new phone and tried to activate it, which used to be simple. I spoke to them for over 7 hours through out one day. They made multiple excuses to get me off the phone, made me go to 2 different stores, buy 3 different phones and a different sim card. It turns out they don't know how to activate or use their own equipment and to be honest these reps do not understand English well enough to be providing support to native English speakers. Their grasp of the language is so poor that both of the reps from the boost stores would just hang up and call back in hopes of getting one that understands the language and/or technical terms such as "sim card or "activation". They lied and said that once a sim card has been turned on, they cannot turn it off or use that same sim card. Which is why I had to buy so much product. Turns out one of the sim cards was indeed activated from a different phone after they said it was defective. The phone worked for 3 weeks and as of today 11/03/23. Has now turned off with the same error. Tye phone does notvwork eeven now. They don't document the calls and will not give you the operator i.d. to make a complaint (*****, supervisor claims they don't do that) terrible company. Would not recommend.
Business Response
Date: 11/30/2023
November 22, 2023

Mr. *******************
**************
******, ** 81008

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

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

On November 6, 2023, we received your complaint, dated November 3, 2023,filed with the Better Business Bureau.

You stated that you had trouble activating a new device and our Technical Support Team was unable to assist you.

Our records indicate that a ******* A23 was purchased in early November 2023, and is currently active on your account. The device is also showing usage on our network.

We apologize for any inconvenience you may have experienced with our Technical Support Team. We always strive to provide excellent customer service and to resolve all customer issues in a timely manner.

Sincerely,

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

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

                *********************
Initial Complaint
Date:11/03/2023
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 bought a iPhone 12 online from boost mobile on 10/25 or 26 this year. The phone came the next day. It did not work for whatever reason. I called and asked to do a return. They said they sent the label but I never received it. Talked to 4 different people. They are trying to get me to miss the ten day return window. Please help.
Business Response
Date: 11/30/2023
November 17, 2023

*********************************
957 ***************.
********, ** 43224

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

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

On November 6, 2023, we received your complaint, dated November 3, 2023, filed with the Better Business Bureau.

You said you purchased an iPhone 12 online from our website.It came the next day, but you could not get it to work. You tried to return the phone for a refund, but you have not been provided a return shipping label.

I spoke with you on November 13, 2023. I informed you that the normal process for product returns is to provide a return authorization number and instructions on where the device needs to be returned. Once received in an acceptable condition, a refund is then processed.

As an exception, I confirmed your email address and will have *** email a return shipping label.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:11/02/2023
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 switched to Boost Infinite for cellular service 6/28/23. The first issue was they charged me twice for the taxes of the iPhone 14 I got from them. Took almost 2 months to get refund. I set up auto pay. I was charged $34.11 for July and $34.11 for August. I received the refund of $112.75 in September for the duplicate charge of the taxes. A payment was not taken for September but on October 18 my account was charged $57.16 twice. Then on 10/26/23, my cell phone service was suspended for nonpayment. It has been one week and my service hasnt been restored. I have reached out to the customer service chat and by phone 5 times. I was told I dont have an outstanding balance but that my service cannot be restored until they resolve a billing issue on their end. They acknowledged the problem is with their system but continue to penalize me by not restoring my service. Service was suspended last Thursday morning. Its been one week and I still cant use my phone. I dont have another phone I can use while they figure out the billing issue . I asked to have the matter escalate but still no resolution. I am bound by a *************************************** out of unless I pay $1,008 for the iPhone even though I traded in my old iPhone. The terms were that if my old phone was accepted as a trade in I would only have to pay a little over $7 each month for the iPhone 14 because I chose the one with more memory. 7x36=$252 is around what I should have to pay to leave the contract and get cell service elsewhere. I cant even get a representative to tell me what my monthly bill should be. It went from $34.11 to $57.16 from one month to the next. I didnt add or change any services.
Business Response
Date: 11/09/2023
November 8, 2023

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

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

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

On November 3, 2023, we received your complaint, dated November 1, 2023, filed with the Better Business Bureau.

You expressed concern with the interruption of your service. You indicated that you were told it was a billing issue on our end that needs to be corrected. You also mentioned that your bill increased from $34.11 to $57.16 and you were charged twice in October 2023. You stated that while you were initially overbilled for taxes, a refund for this was provided in September 2023.

The monthly charge of $57.16 included $26.60 for the unlimited plan and $30.56 for the device financing. As you are enrolled in AutoPay, a payment of $57.16 was automatically collected on October 16, 2023. A second payment of $57.16 was made on the same day through the app.

The current balance due on your account is ************ includes the full cost of the phone you financed. The reason this charge was applied is because the line was pending activation for ************************************************************* order to reverse this charge, you will need to return the phone. Once it is returned, you can go through the app and finance a new phone; otherwise, the entire balance will need to be paid to restore service.

We apologize for any inconvenience.

Sincerely,

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

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

                *********************
Customer Answer
Date: 11/10/2023
Boost replied the following to my original complaint The current balance due on your account is $931.30. This includes the full cost of the phone you financed. The reason this charge was applied is because the line was pending activation for ************************************************************* order to reverse this charge, you will need to return the phone. Once it is returned, you can go through the app and finance a new phone; otherwise, the entire balance will need to be paid to restore service.
When I first contacted Boost Infinite to see about switching from AT&T to their service, I explained to the representative that I had 2 phone lines I needed to transfer. The primary line which is mine and the secondary line was my dads. I informed the rep. my dad is elderly and would first need to make sure his flip phone was compatible with Boost Infinite because he is unable/unwilling to learn how to use a newer smart phone. The rep. asked for the flip phones model information and confirmed the phone could be activated with Boost Infinite. I was told the primary line would be activated first. I received the iPhone 14 and proceeded to have my phone number transferred from AT&T and completed the activation with the assistance of a Boost Infinite rep. ** iPhone 7plus was accepted as a trade in and received by Boost Infinite within the time frame they allowed. The rep. explained I would receive a credit of $25 each month towards the amount financed for the iPhone 14 once the trade in (iPhone 7 Plus) was received. When it came time to activate my dads phone on the second line, the representative assisting me said the flip phone was not compatible. I was also informed Boost Infinite did not have any flip phones available for purchase. At that point I informed the rep. I would not be activating the second line because they were not able to provide service to my dads flip phone as originally stated. The representative said that was not a problem. I mention all this because it was clearly a Boost Infinite representative that activated the incorrect phone line to begin with. I should not have to pay the consequences for poorly trained representatives. If I return the iPhone 14 will they make me whole by returning my iPhone 7plus? I doubt they will. I had no clue the incorrect phone line had been activated. I was never notified. Since the error was created by Boost Infinite when the representative activated the wrong phone line, I would like to request Boost Infinite activate my service on the correct line and continue with the remainder of the 36 month agreement at $57.16 per month without me having to pay the price of the phone upfront. The original agreement did not require full payment of the iPhone 14 as a condition for cell phone service. I am in desperate need of cell phone service. I was in a vehicle accident yesterday morning where my car was totaled and was only able to dial 911. I need to communicate with insurance adjusters but have no working phone they can call. If Boost Infinite is unable or unwilling to resume service with the original term of 36 months at $57.16 per month then I want to be released from the service contract they are breaching. I should not be made to pay any additional fees/ payments and my phone number ending in **** should be released so I can get service with another provider. At no point have I defaulted or refused to make the monthly service payment, I have auto pay set up for my account. Lastly, I should not have to lose my phone number as a result of their mistake. I have been without cell phone service since 10/26/2023.
Business Response
Date: 11/20/2023
November 20, 2023

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

Re:          BBB Complaint #********
                ************ -2023-11-43844

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

On November 17, 2023, we received your rebuttal,dated November 17, 2023, filed with the Better Business Bureau.

You expressed further concern with the interruption of your service and the $931.30 charge applied to your account for the phone that you financed. You stated that the second line was supposed to be for your father, but his phone was not compatible with our service. You also indicated that customer service activated your phone on the incorrect line, and you have not defaulted on any payments due for service. Furthermore, you were concerned with losing your phone number and questioned if the phone you traded in would be returned to you upon receipt of the financed phone.

The charge of $931.30 was credited to your account on November 14, 2023, and your service was restarted.

Please be advised that we have removed the monthly device financing charge and your monthly rate will be $25.00 (plus tax). The monthly device financing charge will be reapplied to your account once our IT Department resolves this issue; therefore, you will not be required to return the financed device.

Sincerely,

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

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

                *********************
Customer Answer
Date: 11/23/2023

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:11/02/2023
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.
On September 27th, I activated a phone and account with **********************. From the start I was misguided regarding the terms of the services. Halfway through the month, my phone was unusable unless in WiFi signal due to being over 30gb of data (when I signed up I was told I had 50 gb before slowed speeds would start). October 24th, I called to cancel my service as it was terrible. I was told I was eligible to return my device (a iPhone 15 Pro **** and would also receive a credit for the initial fees I paid at the beginning of my month. I received an email stating my return for my device was denied. I called back 10/27 to speak with someone about why it was denied. I was then told I was not within the 10 day return policy (even though on the phone I was told otherwise). I was then told I was eligible for the 30 day money back guarantee for the service amount paid of $157. I requested to then be able to pay off the cell phone to have it unlocked, but was told I had to wait for the next cycle bill. At this point I now have a phone they will not let me return, and also will not let me pay off to be able to use. I waited to see the credit for the $157 in my account. I called back 11/2 to find out where my credit was, as it was not in the account of my original form of payment. At this point, the person I was speaking with told me I was not eligible for the 30 day money back guarantee for the original payment of $157. I was also told I still could not pay for the phone to have it unlocked. I requested to speak with a supervisor, who then told me I was eligible for the $157 credit, but still not able to return the phone. He also would not allow me to pay the phone off, or return it. I now have a iPhone 15 pro *** that I cannot use with my current carrier as Boost Infinite will not allow me to pay it off to have it unlocked, or return it. This is the worst company I have dealt with thus far.
Customer Answer
Date: 11/04/2023
Boost has now sent me an email contact of my contract I originally signed with them. This was never originally sent to me. I received this email November 3rd, 2023. I also received a credit from them for the amount of $61.80 to my account with them, that I no longer have access to since I dont have service with them anymore. This isnt my full refund that is owed to me.
Customer Answer
Date: 11/04/2023
Boost has now sent me an email contact of my contract I originally signed with them. This was never originally sent to me. I received this email November 3rd, 2023. I also received a credit from them for the amount of $61.80 to my account with them, that I no longer have access to since I dont have service with them anymore. This isnt my full refund that is owed to me.
Business Response
Date: 11/07/2023
November 4, 2023

Ms. ***************************
**********************
****************, ** *****

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

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

On November 3, 2023, we received your complaint, dated November 2, 2023, filed with the Better Business Bureau.

You stated that on September 27, 2023, you activated an account. From the beginning, you were misguided on the terms and conditions, and halfway through the month you were unable to use the service unless connected to Wi-Fi due to being over 30 GB of data used. You said that you were advised previously you had 50 GB of data before the speed would be slowed. You also stated that your original payment was $157.00. In addition, on October 24, 2023, you called to cancel and you were informed you would not be able to return the device, but you were eligible for the money back guarantee. You requested a refund, compensation for your time and your phone to be unlocked.

Boost Infinites terms and conditions can be viewed here: ***************************************************.

Our website states, Members using >30GB/mo. may experience lower speeds.

Our records indicate that your original payment of $135.00, made on September 24, 2023, included charges for the device financing, tax and the monthly plan. As you only paid $61.80 towards the monthly service, this is the only amount eligible for a refund as part of Boost Infinites 30-day money back guarantee. For more information on this, please visit **********************************************************************. A refund of $61.80 has been submitted.

As you received the device on October ******, it is outside the ten-day return window. We decline your request to return it. For more information on Boost Infinites return policy, please visit ********************************************************.

Once you have made a payment that satisfies the entirety of the loan, Boost Infinite will unlock your device within two business days.

Sincerely,

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

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

                *********************
Customer Answer
Date: 11/07/2023

Complaint: 20818714

I am rejecting this response because:
After multiple conversations on separate occasions, no one will allow me to make the payment to have the phone unlocked. Ive been trying to pay it and everyone is saying I need to wait 30 days for the bill cycle. Especially after being told several times I could pay it off while on the phone call with your employees, Also, many of your employees had promised me a refund for the full amount paid. So your employees are also misinformed and therefore misguiding customers. This is a very poor effort to resolve an issue, and misguidance from your business.

*****************************************************
Business Response
Date: 11/17/2023
November 17, 2023

Ms. ***************************
**********************
****************, ** 02333

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

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

On November 16, 2023, we received your rebuttal, dated November 15, 2023, filed with the Better Business Bureau.

You stated you are rejecting our response, as you stated no one will allow you to make a payment for the device. You also indicated you were told you would receive a full refund. In addition, you expressed dissatisfaction with the customer service you received.

Out of the $135.00 you originally paid, only $61.80 was for service: the remaining amount consisted of device taxes.

Our records do not indicate you have attempted to make a payment through customer care, as the last call you made was on November 2,2023, at which time you requested a refund.

As previously advised, once the device is paid off, it will be unlocked within two business days. For more information on our unlocking policy, please visit ***********************************************************.

We appreciate your feedback and your concerns will be shared internally with the appropriate personnel.

While we regret that you do not agree with this, we respectfully consider the issue closed.

Sincerely,

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

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

                *********************;
Customer Answer
Date: 11/20/2023

Complaint: 20818714

I am rejecting this response because:
You mentioned I have not tried to pay for the phone. Please pull all recorded conversations and you will hear I have tried to pay for this phone with multiple customer service representatives, at least two, if not three times during all conversations with your company. *** spoken with a woman named *****, a man (I do not have his name), and also whoever the man I spoke with, I also spoke with his supervisor. Not one person has been able to take my payment for this phone. *** tried to pay for it in full on multiple occasions. I dont appreciate the false information youre saying, when the proof is in the recorded lines.

*****************************************************
Customer Answer
Date: 12/10/2023
Hello,
It is now December 10th and I am currently on the phone with Boost Infinite - trying to pay off the rest of the phone (that they told me I would have to wait for the bill cycle) and Im still being told I cannot pay the phone off to use with my current carrier. I am just trying to pay the phone off and am STILL being told Im not able to by Boost Infinite.
Customer Answer
Date: 12/12/2023
Hello, *** tried to get confirmation on the billing cycle from boost infinite and spoke with a woman named ********. She cannot confidently give me a date of the last day of the billing cycle, she just said it should be around December 27. Please also note that Boost Infinite has changed their policy on eligibility of return in their policy from 15 days to 30 days. So had this occurred more recently, I would have been eligible to return the phone. Please see attached phone record from my last conversation with Boost Infinite and their 30 day money back guarantee.
Customer Answer
Date: 01/08/2024
This dispute has not been resolved. It is now January 8th, **** and I still have not received a final bill from Boost Infinite. They told me the bill should be final by december 27th or something yet I have not received a final bill.
Customer Answer
Date: 01/17/2024
After going back and forth since October, when they originally told me I could not return the device, then telling me I owed almost $1200 but not allowing me to make the payment because it hasnt final billed yet, to now telling me I have no choice but to return the device. This has been an absolute nightmare to deal with this company.
Customer Answer
Date: 01/17/2024
After going back and forth since October, when they originally told me I could not return the device, then telling me I owed almost $1200 but not allowing me to make the payment because it hasnt final billed yet, to now telling me I have no choice but to return the device. This has been an absolute nightmare to deal with this company.
Customer Answer
Date: 01/17/2024
Please see attached additional photos.
Customer Answer
Date: 01/18/2024
I have now received another email telling me I am not able to return the phone. Boost wont allow me to return the phone, wont allow me to pay for it to be able to unlock it to use with my current carrier, and I still have not received a final bill that I was told I would receive on or around December 27th as told by one of their employees.
Customer Answer
Date: 01/18/2024
I have now received another email telling me I am not able to return the phone. Boost wont allow me to return the phone, wont allow me to pay for it to be able to unlock it to use with my current carrier, and I still have not received a final bill that I was told I would receive on or around December 27th as told by one of their employees.
Business Response
Date: 01/26/2024
January 26, ****

Ms. ***************************
**********************
****************, ** 02333

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

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

On January 23, ****, we received your rebuttal,dated January 23, ****, filed with the Better Business Bureau.

You stated you are rejecting our response,as you received an email saying you are not able to return the phone. You also mentioned you were unable to make a payment on the device in order to unlock it. In addition, you indicated you have yet to receive your final bill.

Our records continue to indicate that the device ordered on September 24, 2023, is no longer eligible for a return.Please note that we advised you of this in our original response.

Once the device is paid off, it will be unlocked within two business days. Our records reflect the amount owed on it is $1,166.66.

Our IT team is currently working towards a resolution to generate a final bill for you. Please note there is no estimated date on when this will be completed. Once it is available, you will receive an email notification.

If any updates become available regarding your account, I will contact you directly.

Sincerely,

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

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

                *********************
Customer Answer
Date: 01/29/2024

Complaint: 20818714

I am rejecting this response because:

I have emailed Suwai. Upon reviewing the response from ********, not having a set date, and having no idea when I would be able to pay this phone off is inexcusable. I needed a new phone, hence why I switched phone plans. Not being able to use this phone because it is locked to Boost Infinite and no solution in sight, is completely unacceptable. I have reached out numerous times to resolve this issue on my part, more than I should have. This company should be reaching out to me to resolve this issue, instead they continuously have no resolution.
Aside from that, this company has altered their return policy - which my return would have been accepted if this situation had happened about 2-3 weeks later then it did.

*****************************************************
Initial Complaint
Date:11/02/2023
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.
On 10/19/23 I purchased two Iphone 15s for my wife and myself through Boost Infinite. They shipped on 10/20/23, and arrived on 10/23/23 (Monday). I called to activate both phones that day, and Boost Infinite was unable to do so, as they ran into problems. They put in a ticket for it and said it would be resolved by the next day (10/24/23). It wasnt resolved on 10/24/23, and we continued calling several times over the next three days and spoke with numerous customer service agents, tech support people, and supervisors. Finally on 10/26/23, I told the customer service agent that I simply wanted to return both phones, as they could not activate them (even though I purchased them through them). She said no problem, as it is within the 10 day return period. However, when she tried to put in my order numbers, she stated that no such orders existed with the numbers I was sent via email, and also on shipping box label. She therefore could not produce or send me return labels for the phone. She at this point put in another ticket for this problem. It is now a whole week later, and the return labels have not been sent via email. We still have been calling at least once a day, and every time they say We have escalated this, and you will have the return label in ***** hours. That was stated for the first time on Sunday 10/29/23, and now its 96 hours later. Also, the last few times I have called to speak with a supervisor *** been told they are in a meeting, and will callback. I have not received a call back from any of them. The is fraud at its worse (I paid on two Iphones, and financing continues) as these two Iphones cannot be activated by them, and they wont send me two return labels, even though I was well within the ten day return period (6th day). They already took out $66.40 on each phone (total of $132.80) on my debit card, of the $1,660 financed. *** probably spent over 25 hours on the phone, and via online chat, trying to get this resolved as well.
Business Response
Date: 11/07/2023
November 4, 2023

Mr. ***** and **************************
***********************************
********, ** *****

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

Dear Mr. and ***************:

On November 3, 2023, we received your complaint, dated November 2, 2023, filed with the Better Business Bureau.

You stated that on October 19, 2023, you purchased two iPhone 15s that were unable to be activated on Boost Infinite.You mentioned that on October 26, 2023, you requested to return the devices and you were informed that a ticket would be submitted for the returns and that you should receive an email within 24 to 48 hours but you have not received the return shipping labels. You requested a refund, return shipping labels, and for the financing agreements to be terminated immediately.

Boost Infinites return policy indicates it is the customers responsibility to pay for shipping to return the device.

Our records show that an ** (return authorization)was created for both orders on November 3, 2023. For order **************, ** ************ was created. For order, **************, ** ************ was created. Please include the ** numbers on the return packages.

Once the devices are received, it can take up to eight weeks before you see the refund in your account. We are unable to terminate the device loans until they are returned and received back by Boost Infinite.

For more information on Boost Infinites return policy, please visit ********************************************************.

Sincerely,

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

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

                *********************
Customer Answer
Date: 11/07/2023

Complaint: 20818362

I am rejecting this response because:
Boost Infinite MUST pay for returning the two phones. We are not returning the phones because we don't like the phones, or any reason on our end. We are returning the phones because Boost Infinite COULD NOT ACTIVATE THE PHONES!! We are returning them because of THEIR inability to active the phones, plain and simple. That therfore holds them responsible for paying to have them sent back!! If they had been able to activate the phones, we wouldn't have returned them!

Sincerely,

***** And *********************
Initial Complaint
Date:11/02/2023
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.
Short version: a representative of Genmobile told me that I could keep my ACP benefits and also get a tablet as well, which is a lie. He took my information and the phone and tablet and left. I contacted Genmobile with assistance from ACP and informed them of the issue. I was told if I wanted to de-enroll I had to provide a phone number to which I replied their rep took the phone and tablet so I couldnt provide a number. He then raised his voice that its company policy and that was the only way to de-enroll. I cannot believe the audacity of these people. Im disabled and they took advantage of me. This is an outrage.
Business Response
Date: 11/29/2023
November 16, 2023

*****************************
*******************************
*********, ** 28144

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

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

On November 6, 2023, we received your complaint, dated November 2, 2023, filed with the Better Business Bureau.

You stated that a Gen ********************** representative informed you that you would be able to keep your Affordable Connectivity Program (ACP)benefits and receive a tablet as part of your enrollment. They then gathered your information and your tablet and left. You contacted Gen ********************** and you were told that if you wanted to disenroll from the **** you will need to provide a phone number, which you no longer had. You requested to be removed from enrollment and not to be contacted by a Gen ********************** representative again.

Boost Mobile affiliated 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 where you purchased the device or enrolled in benefits for further assistance.

Sincerely,

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

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

*****************************
Initial Complaint
Date:11/02/2023
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.
I placed an order for a new iPhone on 10/9/23 and I have not heard or been contacted by Boost Mobile regarding the phone or any particulars on this order.I called their support customer service number and spoke to a representative who promised I would be contacted ASAP. It has been a week already and not even a confirmation email about my order. This is part of the BOOSTINFINITE promotion which promises to be the best and most affordable iPhone purchase. So far I am very disappointed with this service and company over all.I need someone from management to contact me ASAP and make this right.I am a Business customer with a competitor looking to save some money but at this point and sacrifice of service I am probably staying with my current provider.
Business Response
Date: 11/29/2023
November 20, 2023

*******************************
************************************************************************;

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

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

On November 6, 2023, we received your complaint, dated November 2, 2023, filed with the Better Business Bureau.

You stated that you placed an order for a new iPhone on October 9, 2023, but you have not received it.

A review of your account reveals that the device in question was delivered and activated.

Sincerely,

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

***************************************************************** / ******* Better Business Bureau
                *********************************************;
                ******,** 80210
Initial Complaint
Date:11/02/2023
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.
I've been eligible for ACP for over two years and have repeatedly tried to get this with boost who Ive been a customer of for years. I was originally *** they didn't offer it and once I found out they did I have applied only for it to not go through for months whilst I've had to continue paying for service as i'm disabled and have two infant children and live alone. I'm still trying to get this sorted but there seems to be no recourse for boost and I get nowhere when talking to the staff online on the phone or in store. I even bought a new phone from them recently as I thought the issue was finally getting sorted only to still not have it resolved. I have paid at least $1200 to them since I should have been eligible for free monthly service and I simply cannot afford this
Business Response
Date: 11/08/2023
November 6, 2023

Ms. ***********************
******************
**********, ** 14105

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

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

On November 6, 2023, we received your complaint, dated November 2, 2023, filed with the Better Business Bureau.

You stated that you have been eligible for the Affordable Connectivity Program (***) benefit, but you are unable to get it applied to your Boost Mobile service line. You requested that we refund all payments made without the *** benefit, a total of $1,200.00.

A review of your account shows no record of the *** benefit being applied. Additionally, as the Boost Mobile terms and conditions state that all payments remitted to Boost Mobile are final and non-refundable, no refund is warranted.

The *** is a federal government benefit program available to select eligible households. You may be eligible for the *** based on your income or other criteria. You may choose to apply your discount for free service on either a 10 GB Unlimited phone plan, tablet plan or mobile hotspot plan. The unlimited voice and data plan includes unlimited talk and text and 10 GB of 5G/4G data. After the 10 GB has been used, data speeds will be reduced.

The *** is administered by the ********************************* and managed by a third-party organization. Boost Mobile has no authority over the application, enrollment or approval process.

Please note that just because you were approved on the *** website, does not mean the benefits are automatically applied to your account.A ******************** *** application needs to be filled out. This can be done at either ************************************************** or by visiting a Boost Mobile store. Please ensure that the information you provide on your Boost Mobile *** application is the same as you provided on your *** application.

Sincerely,

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

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

                *********************
Customer Answer
Date: 11/08/2023

Complaint: 20815787

I am rejecting this response because: I have tried to have this applied to my account for over two years now. Ive talked to people in your stores and online and over the phone and got some reason this is never applied to my account. The free service Im eligible for but have either been told Im not or I am but it never gets applied o my service even though Ive submitted all relevant documents on gone through the procedures required repeatedly. I continue to keep having to pay for service due to it never going through on your end and Im in need of a phone as Im disabled with two infant kids! Even recently purchased a new phone through boost as I was told I could finally get this acp line sorted only to have to continue paying monthly. This isnt acceptable in the slightest and Im continuing to pay for the exact service I should be getting free through acp which your site says is possible for me.
and for the record Ive been eligible for over three years now and counting while I continue to be charged erroneously

Sincerely,

***********************
Customer Answer
Date: 11/19/2023
yes. I first went to 3 different stores when I first became eligible and was told they didn't offer the service by one person and the other two didn't know anything about this program even though I explained and showed them online what it was. I gave up for a while as I was getting nowhere then when I saw adds for this with Boost mobile on the exact plan that I apy for monthly I applied again several times. I have had my application approved more than once by the lifeline support centre (I believe it's called) I have talked to boost mobile on the phone, with online chat several times and have once more been to a store as directed as they could not help me on the phone or online. I drove an hour to the nearest store and whilst the person there tried to help it keeps getting denied by bosst even though I'm eligible and have been for over three years and have already been aproved by the relevant agency that deals with the program. I keep having to pay for service as I need my number and a phone service as I'm disabled and have two small children. I also purchased a new phone to use as I was told my old phone would stop working soon and that boost have the service and I'm eligible but would need a new phone to continue service soon.
Each month I'm hoping it will start and they will process it but it's literally been years trying to get this sorted with them now and I'm getting nowhere and I've now spent about $2000 or more that I should never have had to pay
Business Response
Date: 12/06/2023
December 6, 2023

Mr. ***********************
******************
**********, ** 14105

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

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

On December 4, 2023, we received your rebuttal, dated December 4, 2023, filed with the Better Business Bureau.

You stated that you visited a Boost Mobile retail store, as directed, to obtain assistance with completing an Affordable Connectivity Program (***) application, but they were unable to assist you. You were also advised that your device was old, and you purchased a new one you have not yet activated.

When we spoke on December 6, 2023, I confirmed that it is necessary to complete the *** application at one of our retail store locations,and offered to arrange to have an account executive meet and assist you with completing your *** application. You stated that you decided to switch to a new carrier. I provided you with your account number and port-out PIN. I also offered to unlock the new device you purchased, but would need the associated IMEI number. However, you did not have access to this device at this time. I provided you with my direct contact information so I can assist you with this in the future.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 12/09/2023

Complaint: 20815787

I am rejecting this response because: Yes I have moved to a new carrier and have already had the acp credit applied to my account there. My dispute is that for over three years now I have continuously paid for service that I should never have had to and I tried to have the *** credit applied with Boost and was given erroneous information for the longest time and then when I finally found out that I could have the exact same service I was paying for for free I continuously tried to have this applied to my account only for it never to get resolved, including going to a store an hours drive away. I have paid ***************************************************************************************************************************************** boost stores when I originally enquired and it should have been resolved opn tha many many occasions I have tried since. I would like boost to pay me back for the past 3 years of service I should never had had to pay for in the first place. As the phone has been unlocked and I can use it with my new carrier I will accept the cost incurred there.
Sincerely,

***********************
Initial Complaint
Date:11/02/2023
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 customer service has been an absolute F- over my experience with having the phone service over the years. It got even worse recently, so I took my phone to a different company to port my number out. And I spoke with boost customer service before all that so I can get relevant information I would need to complete the transfer. Right before I made the switch, someone at boost was able to charge my account for services I was no longer interested in. And the odd part is, idk how they got my card info to charge it as a auto payment. And I called to tell them, and unsurprisingly they are saying they can't do anything about it. I mean this goes beyond my most recent complaint with boost. And they have a customer service that depends on s******* the person calling at any expense. I would actually like to have my whole history with them reviewed (if possible) but at the least I was really hoping someone at BBB can help me get my money refunded. Thank you for your time
Business Response
Date: 11/29/2023
November 8, 2023

*****************************
************************, Apt. 2
******************

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

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

On November 6, 2023, we received your complaint, dated November 2, 2023, filed with the Better Business Bureau.

You stated you were charged for service despite porting out your phone number. You requested a refund.

Our records show the payment in question was taken through AutoPay, which has since been removed from your account. A refund of $57.00 was issued. Please allow ***** business days for processing and delivery.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:11/02/2023
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.
This isnt my first issue. They refuse to take off an add on fee for extra data, been told its been escalated for 6 months. Back in March/april, my phone wouldnt work at all unless on wifi- even though they took money for my bill and never even offered to make anything right even though they took $210 for 3 months. This time my data was never restored even though I paid my bill on time. They just keep telling me its been escalated. But why am I paying the same amount regardless if ************* today or ever. Its supposed to be a $60 a month bill yet Ive been paying $71 for 6 months because my issues have been escalated
Business Response
Date: 11/29/2023
November 11, 2023

***********************************
********************************
***********, ** 18360

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

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

On November 6, 2023, we received your complaint, dated November 2, 2023, filed with the Better Business Bureau.

You stated Boost Mobile refused to remove a reoccurring data pack and you have been charged for it the past six months. You also said your data was not restored despite you making an on-time payment. You requested a refund.

Our records show that the reoccurring data pack has been removed from your account. You will no longer be charged $10.00 per month for it.

In addition, your data has been restarted.

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

Sincerely,

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

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

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

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