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

4,994 total complaints in the last 3 years.
1,486 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:11/02/2023
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.
What do I do if I didnt get a receipt from Boost? The guy intentionally forgot to give it. Let me explain the reason why. As I walked in for a port. My phone ranged it was my grandson teacher. As I was talking I said sorry sir. ** was asking me for all my information. I would show him on the phone. As in showing the picture with account number. Also my phone number to port. Then he asked for my ID. I then waited while still talking. Finally my call ended. ** brought out a cardboard box. Not the original kind I usually see. So I asked was that a red one? ** said yes then proceeded to port. ** then gave me a free protector. Then picked a case after I said I didnt want to buy one. I thought he was being kind not sneaky. The phone wasnt brand new. The point is to get a new phone if were switching carriers. So he goes on to place it on a charger. So all this time Im not looking at the frame because its hidden. Far behind the counter space so I cant tell. ** hands me the phone then say it needs to charge. ** place it in the box then I leave. I got home something said look at the phone. I took off the case then see the dings, and scratches. So now tomorrow morning Ill be visiting him. ** may deny me a new device because he purposely didnt give a receipt. I know we have a certain time frame to change our minds. Now Im stuck with someone old used phone. Im ocd so mad as hell! I like everything neat, and nice.
Customer Answer
Date: 11/03/2023
Issue was solved he gave me a new phone. We switched out the device. I had to give him a pep talk lol!
Initial Complaint
Date:11/01/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 4th I received 4 financed devices from boost infinite, 2 were activated correctly and 2 were unable to be activated due to a failed activation so customer service escalated the situation to technicians, after a wait of 26 days with no resolution and all customer service said was technicians are working on your case I decide to return those 2 devices , but now I found out that return is denied because I didnt return on the first ********************************************************************************** to wait thats why I didnt returned them , all I want its to return 2 useless devices that company couldnt activated them and get my money back
Business Response
Date: 11/07/2023
November 6, 2023

***********************
**********************, Lot 34
********, ** 36206

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

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

On November 2, 2023, we received your complaint, dated November 1, 2023, filed with the Better Business Bureau.

You said you financed four devices, but two were unable to be activated. You stated that you had requested to return the two inactivated devices, but you were advised that you were outside our return window.

A review of our records show that you were contacted by our back office team on November 1, 2023. A return authorization, including a return shipping label, was created and emailed to you.

We sincerely regret any inconvenience this issue may have caused.

Sincerely,

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

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

                *********************
Initial Complaint
Date:11/01/2023
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 pay for my monthly service through Boost Mobile exclusively through top up cards. In May of this year I bought a phone from Boost because the cost to repair my damaged phone exceeded the purchase price. I gave the company my debit card number and the transaction proceeded.I'm August I found that my debit card had been charged for my monthly service, despite already having paid by top up. When I contacted **, they were totally unhelpful, telling me they could not refund the payment, nor could they remove my debit card info. However, i could prevent "auto payments" by toggling a button on my app 'Account Page'. I promptly did so.In OCTOBER (no charge in September) ANOTHER $40 charge from them was processed by my bank. The "toggle" on the app REMAINS OFF indicating no automatic charge should have occurred. And, as before, I'd previously "topped up" by purchasing a prepaid Boost card at my local grocery store.Another lengthy, this time very testy, call to ** had the same results. The ** rep is CLUELESS (by accident or by design) and can do nothing to refund the money. I am out 80 dollars for service NOT rendered because it had already been paid. And the company continues to hold my card/bank information "hostage" even after being DIRECTLY TOLD to remove it.
Business Response
Date: 11/29/2023
November 5, 2023

*************************
662 E. **** S.
**********, ** 84015

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

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

On November 2, 2023, we received your complaint, dated November 1, 2023, filed with the Better Business Bureau.

You stated that you pay monthly for your service using top up cards. You purchased a new phone and used your debit card for the transaction,but you were then charged for your August 2023 payment through your debit card even after using your top up card for that month. You requested to have the card removed from our system, but you were charged again in October through your debit card after once again already paying with your top up card. You requested a refund of $80.00 for the two months you were overcharged.

A review of your account shows that you have a credit balance of $120.00 that you may use towards your monthly bill via the Boost Mobile application. I can confirm that your debit card information is no longer in our system.

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.

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

*****************************
Customer Answer
Date: 11/29/2023

Complaint: 20811644

I am rejecting this response because:
The business says their terms and conditions stated that payments are not refundable. The so called "payments" were NOT voluntary. They were fraudulent transactions, accessung my bank account WITHOUT my permission or consent.
Furthermore, I ALWAYS keep a credit balance (pay well in advance) on my bills so I have a cushion against any issues (such as being hospitalized when bills come due, which has happened to me).
The $80 in question has ABSOLUTELY NOTHING to do with the credit balance. The $80 was withdrawn (40 dollars on two occasions) from my bank account WITHOUT MY AUTHORIZATION. It MUST be returned.

Sincerely,

*********************
Customer Answer
Date: 12/13/2023
As of today, I received two emails from Boost Mobile. Each of them noted a "credit" to my account. One was for $50 and one was for $30. I'm not quite sure why they weren't for the original amount - $40 each.
Nevertheless I can only assume this is the company's attempt to settle this matter (although the messages make no reference to that).
I am NOT totally satisfied. They fraudulently removed money from my bank account for services I had already paid for. Thus "solution" benefits only them because it ties up money to them that they are not and were not entitled to.
However, due to a medical issue which is occupying my attention, I have decided to allow this resolution. I will use the funds in my Boost account and name NO other deposits to it until they are gone. And then it us extremely likely I will take my business elsewhere. I will NOT do business with a company I find to be untrustworthy and I will certainly NOT give them any kind if recommendation. I don't do that in general. But if asked, people will know EXACTLY how I feel about their business practices.
Customer Answer
Date: 12/13/2023
I would like to withdraw the previous mor information" entry. My daughter just took a call from a representative of Boost named **** in ********. He said the company would be issuing me a check for the $80.00.
I prefer that response than the amounts credited to my account. I assume they will rescind those, and since i already have credits, they can certainly do that. The check was said to arrive in the next couple of weeks. Assuming it does, I will be completely satisfied with the settlement. Thank you.
Business Response
Date: 12/13/2023
December 13, 2023

*************************
662 E. **** S.
**********, ** 84015

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

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

On December 7, 2023, we received your rebuttal, dated December 7, 2023, filed with the Better Business Bureau.

You stated the two payments taken out of your account for $40.00 each were unauthorized. You mentioned that the $40.00 credit balance on your account was due to you paying extra per month in case of emergencies. You requested the full $80.00 be refunded.

When I spoke with your daughter over the phone today, I informed her that I requested a refund check for $80.00, which should arrive within **** business days.

Sincerely,

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

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

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

Customer Answer
Date: 12/14/2023

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. This response was mentioned to you in an "additional information" note to you previously.
I am grateful to "****", who spoke to my daughter yesterday.

Sincerely,

*********************
Initial Complaint
Date:11/01/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
by surprises on October 25 I received a box with a Iphone 15 pro *** and started receiving text and calls from boost mobile pic IMG_3416.PNG as you see in the pic they spelt Boost Mobile wrong and also text a deferent name than my name on the account. I called up ******************** let them know what was going on because it looked like fraud and they agreed they sent me a shipping label and I cancelled my amex card because of fraud on October 28 I sent the Iphone back and they told me it would take two business days to get the money put back on my amex card I told them I canceled the card because of fraud they said it was ok becous they had the phone shipped back. the next day they suspended my lines and made me pay the total amount again I need my phone lines so I did and they told me it would be refunded in two to three business days . now it is Wednesdays November 1st i did not receive my refund now they are telling me it will take 45 day for the refund on a mistake that they made.it is not acceptable and I need this solved
Business Response
Date: 11/29/2023
November 2, 2023

Mr. *************************
***********************************************************************

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

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

On November 2, 2023, we received your complaint, dated November 1, 2023, filed with the Better Business Bureau.

You stated that on October 25, 2023, you received a surprise box with an iPhone 15 Pro enclosed. You indicated you did not place this order and shortly after receiving the phone, you started to get text messages from someone claiming to be with Boost Mobile. ******** care told you this is considered fraud and agreed to arrange for you to return the device, and advised you it could take up to 45 days for you to receive the refund. You said you canceled the card that was used for the payment and the next day your service was interrupted. You requested a refund.

Our records indicate that the order, 5447-906691-7806, for the iPhone 15 Pro *** was placed through your online account. As you said you did not place this order, we would highly recommend you update your login password.Your account was interrupted, as you disputed the payment with your financial institution; however, service was restored on October 28, 2023, once you made payment for the disputed amount.

As you stated you canceled the card that was used for the order, a refund check for $1,277.99 was requested. Please allow up to 21 business days for processing and delivery.

We strive to provide excellent customer service and we regret that your experience was unfavorable.

Sincerely,

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

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

                *********************;
Customer Answer
Date: 11/30/2023

Complaint: 20811261

I am rejecting this response because: its been more than 21 days and i still don't have a refund

Sincerely,

*************************
Initial Complaint
Date:11/01/2023
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.
Purchased an annual prepaid phone plan on 10/10/2023. The plan stopped working on 10/21/2023.Contacted the company same day, they said my phone is no longer supported. Their compatibility says my phone is still supported and I didn't change the phone. I asked for a refund, since it is due to something on their side. The company refused.Summary: I have paid for an annual contract and the company stopped providing service after 21 days.
Business Response
Date: 11/22/2023
November 14, 2023

***********************************
**************************************
***********, ** 47401

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

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

On November 2, 2023, we received your complaint, dated November 1, 2023, filed with the Better Business Bureau.

You said you purchased an annual plan on October 10, 2023,but it stopped working and you were informed your phone is no longer supported.You requested a refund.

Our records show you have since ported out your phone number and your service is no longer active. Additionally, a refund cannot be issued because you disputed the payment with your bank.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:10/31/2023
Type:Billing 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.
On April 11th, I bought a new phone from boost mobile but couldn't activate it with Sim provided. Called boost they said I have to purchase another Sim did that and had to set automatic payments. That account didn't work so another account was made because boost said that was only way to get phone to work. So 2 accounts were charged every month for one phone. I knew I was getting over charged and tried to cancel 2nd line but no representatives could find the missing account until today. Spoke several times and they can see no service was ever used on that Sim. Wanted to give me $26.37 credit for the month of October but I've paid $210 since April on a line I never had.
Customer Answer
Date: 11/12/2023
Boost mobile did credit my account for the amount paid for unused service! Thank you for your help because they were only going to credit me 26 something.
Initial Complaint
Date:10/31/2023
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've been a Dish customer for 17 years. When I found out that they offered cellphone service I signed my family up. We financed our phones with them (Boost Infinite) on October 9th. We received three phones. Two are up and running. My son's phone is not. It's been 22 days!!! No regard for our inconveniences. They keep telling me to be patient and that our case has been escalated. I called yesterday and I was not escalated! They casually told me that I would be getting a call tomorrow, which is now today. I refused to let them put me off once again and demanded a call ASAP. They told me that my case was escalated to the highest level. Well, no call yesterday or today. They told me that if I cancelled my service I would have to pay for the phones. I asked them for the address to return the phones. I really do not know what to do at this point. They obviously are not Dish, to me anyway. I've been with Dish because of the fantastic service I've had for almost two decades. If this continues, I'll cancel both services, I'll return these phones and never look back. This has been so upsetting because we have had to keep our other phone service on while we wait for them to activate my son's phone. The first sim cards they sent to us were melted. We asked for another one. They hesitated for days and finally sent us one. Now that we have the new card, all they have to do is activate it, but they won't. We've paid hundreds of dollars this month for two different carriers. We cannot shut off our prior service until all of our phones are working. I feel your company should reimburse us for that.
Business Response
Date: 11/07/2023
November 6, 2023

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

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

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

On October 31, 2023, we received your complaint, dated October 31, 2023, filed with the Better Business Bureau.

You said you successfully activated two of your three phone lines. However, even after an escalated ticket was opened up you were unable to activate the third. You would like this activated or to return the phones.

Unfortunately, I was unable to reach you by phone.

I reviewed the opened ticket and worked with our IT team, and we were able to activate the line in question. Due to the difficulties you encountered, a $75.00 adjustment was made on your account.

Sincerely,

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

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

                *********************
Customer Answer
Date: 11/14/2023
We waited on a response from this company, but did not see one. That doesn't mean we didn't recieve one, though. Since my case is closed either because I missed the communication or really did not recieve one, the phone is yet to be working. We still have our other cell phones from our old account. The last thing we heard was that when the phone is working, let us know. Well, today, we will try again to see if it is working. It should be obvious to Boost Infinite that the phone is not being used. No one has tried to call me for a very long time.
Customer Answer
Date: 11/14/2023
Here they are!!! I had no idea I had to come back to the BBB website to view my messages. I thought they would be sent via my email. Sorry about that! Again, today it is November 14th. We got a sim card in the mail, but were told that we did not need it. The phone should just start working. I will come right back to this spot tomorrow if it still does not work.
Sorry for the delay. I am not familiar with this new way of responding on the BBB website. I seem to remember that this was all done through emails in the past...
Business Response
Date: 11/20/2023
November 17, 2023

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

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

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

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

You provided feedback stating that your phones started working and you would reach back out if they were not.

We have yet to receive a response to indicate there are any further issues. If there are, please feel free to contact me at **************.

Sincerely,

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

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

                *********************
Customer Answer
Date: 11/27/2023
This complaint has not been resolved. Today, they called twice. The first person had no idea our phones weren't working. The second person figured out that we have the wrong company's sim card. She will send another one. Until then, this case is not resolved, but it seems promising.
Customer Answer
Date: 12/12/2023
Phone is working now! Thank you to everybody who helped!!
Customer Answer
Date: 01/04/2024
Boost Infinite has completed activation of the phone line. I am satisfied with this outcome and wish to retract complaint due to it also being my son's fault for slow response time.
Initial Complaint
Date:10/31/2023
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.
Acct: #************ I made a payment recharge fee of $25.17 on 8/13/2023 at 10:17am When I tried to make a call it wasnt activated. I called Boost Mobile to activate service. My phone records states the call was made at 8/14 at 10:31 am. The call lasted 45 minutes. I asked customer service to refund my payment because I paid for other service because I needed my phone to work immediately to even speak to them. They stated they ******* refund because it was in activation status. They tried to troubleshoot the problem and find out why my phone wasnt activated. I called back to check status on 8/13/23 at 12:11pm for 17 minutes 8/13/23 at 12:52pm for 35 minutes 8/13/23 at 1:28pm for 40 minutes 8/14/23 at 2:09pm for 9 minutes Calls are recorded. Since they ******* do the refund they sent me a new *** card. When I revisited the *** card the phone still wouldnt activate and no one at option to send refund because the system status was in activating mode. This call was on 8/19/23 at 10:22 am for 38 minutes Going back and forth for a total of 3 hrs and 12 minutes. They said someone higher up will call me about refund and activation. I called back Boost Mobile 10/30/23 11:19am for 47 minutes Why havent I received refund or activation? The customer service rep ******* help so put me on to a manager named *****. ***** said she ******* give me refund or activation. She said I needed to pay again for activation. She also stated there was no records of notes or calls to boost mobile. I was more than patient at this point. She stated another manager will call me within 24 hours. This didnt happen.Im now contacting BBB to resolve. I'm out of my payment of $25.17, no activation of service and a total of 4 hours of back and forth with Boost Mobile. I also cant use a phone I purchased from outside source. Im looking for a refund and of course something for the inconvenience of time and money wasted. Money and activation isnt unreasonable to ask for.
Business Response
Date: 11/22/2023
November 13, 2023

Mr. ***************************
******************************* 126
*******, ** 60472

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

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

On November 1, 2023, we received your complaint, dated October 31, 2023, filed with the Better Business Bureau.

You said that you made a payment of $25.17 on August 13,2023, to activate your service; however, after you made multiple calls to customer care, the service is still not active. You requested a refund, which was denied.

A review of our records indicates that your phone might not be compatible with our platform, which is a common occurrence since some phones are designed to work within certain system parameters.

I requested a refund for the previously referenced payment.We apologize for any inconvenience this has caused.

Sincerely,

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

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

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

Customer Answer
Date: 11/26/2023

Complaint: 20805751

I am rejecting this response because:

Boost Mobile Acct: #************

To Whom It May ************************** for responding to my complaint. The phone in question was activated using your service back 12/2022. My service was suspended on 3/23/2023.

I made a payment recharge fee of $***** to Boost Mobile on 8/13/2023 at 10:17am for unlimited w/autopay 30GB of 5G/4G Data TE.

If you review the complaint notes, you will see that I spoke with several representatives including the technical department. I also listed the exact times. They verified IMEI and Sim ID.
I have received the refund of *****; however, I dont think this suffices compensation from all the time I lost with this issue. Im sure there is more that you can do.

Sincerely,

***************************
Initial Complaint
Date:10/31/2023
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 called boost mobile and asked what amount was owed on my physical device for ************ at which time they told me 216$ . I stated I would like to pay my device off. I then, through them....made a payment of 216$ . It is now two weeks later the payment has posted , my device is not payed off and they allocated the money else where. I have fully switched to ***** I have had numerous numerous customer support calls of being told it will be and was paid off at the time. It is now 2 weeks later and my most recent phone call they stated I owed 216$ on my device. After taking the 216 from my account. All customer support does us hive you the rum around. Not 1$ of my money was allocated to where it was agreed to be allocated to. Essentially just stealing my money. I would like a full refund. Or the full 216$ allocated to the device it was made to pay off at the time of making payment within their recorded conversations.
Business Response
Date: 11/22/2023
November 15, 2023

Mr. *************************
**************************************************

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

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

On November 1, 2023, we received your complaint, dated October 31, 2023, filed with the Better Business Bureau.

You said you made a payment of $216.00 to pay off your device,but it has not applied and you were informed you still owe. You requested a refund or for the payment to be applied.

Our records show you do not currently have an active BoostUP! loan. As a courtesy, I submitted a refund for your credit balance of $87.00 to the card ending in 0086.

We apologize for the inconvenience.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:10/31/2023
Type:Delivery 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.
What is going on? My order and my wifes order were both cancelled and no explanation was given to us. My order number is below and this is my wifes order #****-068740-5463 and my order number is #****-012330-2281. This is completely unacceptable i dont understand how you can charge someone then say we are not eligible and customer service could not provide a reason. Also how convenient that we have to call and get refunds as they are not issued automatically.
Business Response
Date: 11/22/2023
November 2, 2023

***********************************
1867 ***********.
Ridgewood, ** 11373

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

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

On November 1, 2023, we received your complaint, dated October 31, 2023, filed with the Better Business Bureau.

You stated that you placed two orders, 9351-068740-5463 and 9924-012330-2281, but they were canceled without explanation. You expressed concern that you had to call in and request refunds, as they were not automatically provided. You requested assistance with your account.

Our records indicate that our Billing and ********************** Team canceled both orders placed. For further questions regarding this, please contact ***********************

A refund of $166.50 for each order has been submitted.

We regret that your experience was unfavorable.

Sincerely,

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

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

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

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