Complaints

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

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  387 Strander Blvd Tukwila, WA 98188-2916

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  Boost Mobile

  957 Memorial BLvd Picayune, MS 39466

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  Boost Mobile

  827 Taylor Ave Towson, MD 21286

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  Boost Mobile

  1420 Paramount Dr Ste B Huntsville, AL 35806-2834

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: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.

  I was with Republic Wireless. They were supposed to transfer all their customers to Boost Infinite. Mine was accidentally switched to Boost Mobile. Boost Mobile locked my phone. Boost Mobile refuses to unlock my phone so I can go to another carrier. They said I have to use Boost Mobile for 12 months before they would unlock my phone despite the fact that I never wanted to use Boost Mobile. I am in disgust at their obtuse recalcitrance on this issue. What they are doing amounts to theft. Boost Mobile is a den of thieves. Their customer service is a thin veil of congeniality covering a rotting corpse of a business.

  Business Response

  Date: 11/08/2023

  November 6, 2023
  
  
  
  *******************************
  ******************************* 1
  *****, ** 68131
  
  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 your phone was SIM locked and Boost Mobile refused to unlock it.
  
  Our records show that your device was previously unlocked;however, your phone requires a PIN to be entered to complete the process. When promoted by your device, enter ******** to complete the unlock process.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:10/30/2023

  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.

  Snce moving back to ************* the service has been intermittent. I was told that it may be because i have an older phone. On October 17, 2023, I realized I had no service for 2 days. When I called Boost customer service, I discovered that there was a different device on their system, that my imei and iccid were no longer correct, and the sim card they had provided was no longer working. After about a week of going round and round, I was sent a new sim card. that proved to also be not the correct resolution, as nothing on my account was changed, I have called countless times and have been told to keep calling back. Meanwhile, I have no phone service. I have spent hours on the phone with Boots's customer service call centers(which are all in foreign countries) and have had no resolution. I am asking for a new phone nd credit on the account thank you

  Business Response

  Date: 11/22/2023

  November 10, 2023
  
  
  
  ***************************
  *****************************
  **********, ** 26508
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On October 31, 2023, we received your complaint, dated October 30, 2023, filed with the Better Business Bureau.
  
  You stated that on October 17, 2023, you started experiencing issues with your service. Despite going through troubleshooting and being sent replacement SIM cards, it still does not work. You requested a replacement phone and a billing adjustment.
  
  Our records indicate you were paying $7.00 monthly for device insurance. Had your device needed to be replaced, a claim could have been filed with **************************; however, as your account is now disconnected you are no longer eligible for this option. In the interest of customer service, your last payment of $30.20 has been refunded.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************;

• Initial Complaint

  Date:10/30/2023

  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 a family plan with boost which includes 5 phone lines to which we pay ONE monthly bill. I recently decided to upgrade my phone because I was offered a upgrade at a discounted price, when I tried to purchase the upgrade I noticed online that it said my phone was suspended (weve had this plan 6 years and none of mt phones have ever been suspended) we called and spoke with a representative who informed me that they would submit a ticket to fix the problem she said it would take 48 hours for them to fix it but I could go ahead and purchase the new phone and by the time I recieved it in the mail the issue would be fixed. This was on October 12. I received the phone in the mail on October 16. I tried to switch my phone to the new number and I couldnt. I called on October 18, 6 days later and was basically told the issue hadnt been fixed and I couldnt switch my phone until its fixed cause their system still says my phone is suspended. Mind you Im talking to them on the suspended phone furthermore I have a family plan so how is only one number suspended when we pay one bill every month for all 5 phones and none of the other phones say suspended. Today is October 30 I have called 5 times and the issue is still not fixed and I still cant use the phone I paid $200 for and I cant return it because its been more then 7 days. Every time I call Im told they are submitting a ticket to the back office to fix the problem and nothing has been done, mind you my phone is not suspended and has never been suspended so Im not sure why their system says it is. This is ridiculous and something needs to be done.

  Business Response

  Date: 11/22/2023

  November 7, 2023
  
  
  
  *****************************
  ************************************ 7
  ****************, ** 20747
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On October 31, 2023, we received your complaint, dated October 30, 2023, filed with the Better Business Bureau.
  
  You said your line shows as suspended despite you being able to use the device and your account being up to date. You indicated that you purchased a device with the expectation the issue would be resolved, but it has not been. You requested the issue is fixed and receive a billing adjustment for the inconvenience.
  
  Your account was impacted by a systematic issue that our teams are diligently working to fix; however, there is currently no timeline on when it will be resolved. A ticket was submitted and escalated, so your line will show as active. Once the line is active, you may activate the new device.
  
  Your request for a billing adjustment is respectfully declined.
  
  We regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  
  

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20800780
  
  I am rejecting this response because: this response is unacceptable it has been over 6 weeks and this issue still isnt resolved. Your customer service rep assured me the issue would be resolved in 48 hours and told me I could purchase the new device. Had I been informed they didnt know how long the issue would take to fix I would have never purchased the new device. Now I have a phone I spent $200 on that I cant use this is ridiculous. Your telling me that basically Im out $200 and you dont know when you can fix my issue is ridiculous. I was also told I couldnt return the phone because its been more then 7 days so is it fair Im just out $200 because of boost mobile inability to correct their system issue? Absolutely not so either fix it or refund my money and I can take my family and I to a new company.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/08/2023

  December 7, 2023
  
  
  
  *****************************
  ************************************ 7
  ****************, ** 20747
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On December 6, 2023, we received your rebuttal, dated December 5, 2023, filed with the Better Business Bureau.
  
  You expressed frustration that the timeline you were given was not met. You said you purchased a device, but have been unable to use it due to the suspended line. You requested a refund of $200.00 for the device or for the issue to be resolved.
  
  Our records show the line is now active on your account and therefore, the issue is resolved. A refund is not warranted.
  
  We regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:10/30/2023

  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 was advertising the iPhone 12 for ****** to upgrade i tried 10/28 and 10/29 to purchase but my payment wouldn't go thru then i tried again this morning in the photo uploaded you will see that it was still being advertised for ****** when i called this morning at *****am they tried to process it for the ****** the agent even stated the price in the call which is recorded but when a supervisor came on the line he stated that the price was actually ****** and would not honor the price stated on the website as well as by the agent in the beginning of the call.

  Business Response

  Date: 11/22/2023

  November 13, 2023
  
  
  
  ***************************************
  *********************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On October 31, 2023, we received your complaint, dated October 30, 2023, filed with the Better Business Bureau.
  
  You said that you tried to purchase an iPhone 12 at a promotional rate through our website, but there was an error when processing the request. When you spoke to a Boost Mobile representative, they confirmed the price but it still could not be processed; however, upon being transferred to a supervisor, you were informed the price was higher and we would not honor the lower price.
  
  Boost Mobile offers phones from multiple manufacturers (e.g., *************** and ******** at discounted prices to eligible new and existing customers. For existing customers, phones that are offered at a discounted price can be found by accessing your online account through my.boostmobile.com and selecting the Get an upgrade option in the Plans & Extras section on your account. This provides a list of phones you are eligible to purchase at a discounted price. Unfortunately, you are not eligible for the phone you were trying to purchase at the discounted price and this is why you encountered the error. In addition, this phone is no longer available.
  
  We apologize for any inconvenience this has caused and for any misunderstanding.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:10/30/2023

  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 recently purchased a refurbished iPhone 11 at full price from the Newegg website.I wanted to unlock the mobile carrier of the product I purchased, so I went to Boost Mobile and consulted. I asked support to unlock it and they said it was already unlocked.But my phone was not unlocked. I contacted Apple Support about this and they confirmed that it wasn't unlocked.The phone I purchased is not new. I purchased a refurbished product and paid in full, but why is it not unlocked?IMEI : ***************

  Business Response

  Date: 11/22/2023

  November 7, 2023
  
  
  
  Ms. ************
  *************************************** D6
  ********, ** *****
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **********:
  
  On October 31, 2023, we received your complaint, dated October 30, 2023, filed with the Better Business Bureau.
  
  You requested the refurbished device you recently purchased online from the Newegg website be unlocked. You were informed the device was unlocked by Boost Mobile customer care, but it is not.
  
  ******************** will unlock a device under the following circumstances:
  
  ?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
  ?The device has been active on the associated account for at least 12 months
  
  Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile *** card is inserted.
  
  *** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************

• Initial Complaint

  Date:10/29/2023

  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've talked to Boost Mobile Reps 5x. I just got off the phone with ***** who was rude, unprofessional, and spoke to me like I was an idiot, even though she had no answers. I couldn't hardly understand her. But what I did gather is that my add on I have and paid for, isn't for hotspot even though you will see the picture that it says it is. I've been with Boost Mobile for 6mths. I purchased a promotion they had, $10 for a Linkzone Hotspot with a $10 unlimited text and talk +2GB of 4G/5G hotspot. Haven't had too many issues till this month. I ran out of data, so I bought 2 $15.00 add on of data bc it says you can use it for hotspot. Well the hotspot wouldn't work, would say connected but no internet. I called they had me do all these steps, they escalated it. I called multiple times, and told it's being looked at check in few days. I called again, they sent me to technical support which it was hard to understand his English. He told me I had 2 add ons, one recurring monthly and one one time data pack. But he was going to reimburse me because I was under the impression bc it wasn't working, he suggested I go to a local store which there isn't one where I live so he suggested I go to the website and upgrade my plan., he couldn't do it bc he was technical support.I tried to upgrade my plan and it won't let me bc it says I have multi lines. Makes no sense. So I went into my app to see if I could figure it out and that's when I found out I was overcharged for the add ons. I don't recall him ever saying I was overcharged but I was. That's what I was reimbursed for. And let me be clear my card wasn't reimbursed my boost mobile account was credited bc that's how they force you to stay with them longer bc if u close your account that money is forfeited, u lose it,. So nothing was resolved that day.. I want to speak with someone who speaks English and can help me. Understand what I am confused about.

  Business Response

  Date: 11/22/2023

  November 1, 2023
  
  
  ***************************
  *********************************
  *********, ** 59937
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On October 30, 2023, we received your complaint, dated October 29, 2023, filed with the Better Business Bureau.
  
  You stated that you purchased an add-on because you ran out of data, but you were informed by customer care that the add-ons were not meant for hotspot. You mentioned that you were told you had two add-ons on the account, one recurring and the other a one-time data pack. You indicated that customer care told you they would reimburse you as the data was not working. You said you were advised to go to a local store for assistance with upgrading your plan, as customer care was unable to do so and neither were you. You indicated that you were overcharged. You also expressed your dissatisfaction with the customer service you received.
  
  At this time, the best available plan is what you currently have on the account. The system shows all possible options for plan changes and no other option is available. We hope this feature may be expanded in the future with more options.
  
  Our records indicate that on October 16, 2023, you paid $15.00 to add on a 5 GB one-time data pack. On October 18, 2023, you paid another $15.00 and added a recurring monthly 5G add-on data pack. On October 21, 2023, you did receive an account credit of $15.00. We are unable to validate that you have been overcharged.
  
  Your account reflects that you were able to use the data packs, as your plan only includes 2 GB of data and you have currently used **** GB of data.
  
  Please visit *********************************************************************** for more information on how data packs work.
  
  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
  

• Initial Complaint

  Date:10/29/2023

  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.

  This has already been filed with the *** and now Boost is saying they never got their money from the ***. This is going back since August really July I purchased the phone July 4. The *** driver gave it to. I dont know who some random person it was at my house but they were going to refund me the money. They told the Better Business Bureau that they will and that they shipped it to boost mobile.Ive called Boost ***** several times and all they have in my account is $61 and change from boost itself no money from ***.Its going on five months and I still havent received my $275.43.I attached some documents that should help you and I pray that I get my money back. Thank you for your help.

  Customer Answer

  Date: 10/30/2023

  I purchased the phone online from Boost mobile on on July 4, 2023. Apparently *** delivered the phone to a random person that was at my house. I dont know who it was. I was not home and I never received the phone.

  I went through the process with *** and they covered the cost of the phone which I am not sure of the price. I I kept getting the runaround about where the funds were and this is since August 14, 2023. I contacted the Better Business Bureau and **** said they sent a check out on August 15, 2023. When I called Boost mobile to see where my funds were they only had $61 and change in my account which could be found under Johnnybegood ******************** did not know where the funds were from ***. They told me to contact *** which I did and they said they already sent it out to boost mobile.

  I didnt calling Boost ***** every few weeks and yesterday they told me that they only had $61 and change in my account again. This has been going on since August 2023. I think Ive been more than patient. All I want is my $275.43  which no one seems to know where it is

   

  Thank you for your time and your help *****************************

   

   

  Business Response

  Date: 11/22/2023

  November 9, 2023
  
  
  
  Ms. *****************************
  ****************************
  ******, ** 29710
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************:
  
  On October 30, 2023, we received your complaint, dated October 29, 2023, filed with the Better Business Bureau.
  
  You stated that you purchased a device in July 2023, but you never received it. You opened a claim with **** which was approved on August 22, 2023. You provided documentation showing that *** had sent a claim payment directly to Boost Mobile. You requested a refund.
  
  We have confirmed the details of this issue and submitted a refund request of $275.43 to be sent back to the payment card ending in ****. Please allow seven to ten business days for processing.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************
  

• Initial Complaint

  Date:10/28/2023

  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.

  Made a monthly payment for phone/data service. But when we checked our data gigabytes amount it had not updated with the system. Called Boostmobile twice on the matter and it was stated that my issue would be elevated to IT and upper management. My daughter's gigabyte is sitting at zero which leaves her without internet when she leaves home and mine is 1.8. We still have 30 days to go without proper service. The issue has not been resolved after two calls. I have paid for a service that wasn't delivered. Either they should fix the problem for a paying customer or refund the money so that business may be conducted elsewhere.

  Business Response

  Date: 11/21/2023

  November 2, 2023
  
  
  
  ***********************************
  ********************************************************************
  
  Re:          BBB Complaint #********
                  ************ -2023-10-42112
  
  Dear **********************:
  
  On October 30, 2023, we received your complaint, dated October 28, 2023, filed with the Better Business Bureau.
  
  You said you made your monthly payment, but your data was not restored. You stated that you were unable to get a resolution from customer care. You requested the issue be corrected or you be provided with credits.
  
  Our records show your data has been restored and has since showed usage.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************

• Initial Complaint

  Date:10/27/2023

  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 used Boost Mobile almost four years ago when I was a prepaid customer for two years. They have the worst customer service and the service is terrible. Store employees are rude and don't try to assist. Rush you out of the store and refer you to customer service. My phone is locked on carrier lock and I was told that my information was not able to be located so they could not remove the lock. my only option was to reconnect with Boost Mobile. I don't think I should be held hostage to a service that I am not totally satisfied with. My bill paid on time each month and I gave them two years of service. Release my phone to go wherever I am satisfied!

• Initial Complaint

  Date:10/27/2023

  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.

  I purchased a cellphone online using my debit card. I never received the cellphone. It was supposed to be delivered by **** *** claimed that the phone was lost in transit. This was communicated to Boost mobile. I was promised a refund. I never received a refund. I made about 25 claims between *** and boost mobile. Finally *** said that phone was found and returned to boost mobile. *** sent me proof of the transaction. Boost mobile is still refusing to refund my money.

  Business Response

  Date: 11/21/2023

  November 21, 2023
  
  
  
  Ms. ***********************
  *****************************************************************
  
  Re:          BBB Complaint # ********
                  ************ - *************
  
  Dear ****************:
  
  On October 30, 2023, we received your complaint, dated October 27, 2023, filed with the Better Business Bureau.
  
  You stated that you purchased a new phone, but did not receive it. When you reached out to **** you were told that the phone was lost and you were promised a refund. *** later confirmed that the phone was returned to Boost Mobile; however, you still have not received a refund.
  
  Our records confirm that two refunds totaling $105.15 were issued on August 30, 2023. We have submitted an additional refund of $160.69 for the remaining funds owed.
  
  We apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  
  
  ******************************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** / ******* Better Business Bureau
                  ****************************************
                  ******,** 80210
  
  *****************************