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

  1507B Spring Hill Ave Mobile, AL 36604-3206

• 

  Boost Mobile

  957 Memorial BLvd Picayune, MS 39466

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  Team Mobile - Green Springs

  66 Green Springs Hwy Homewood, AL 35209-4902

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  Boost Mobile

  827 Taylor Ave Towson, MD 21286

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:10/25/2023

  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.

  On August 25th 2023 I paid my bill of $80 with my bank debit card. The transaction was completed according to my bank. I waited around 20 minutes and my phone was still not working, that's when I called boost and was told by an operator that my payment failed. I looked at my electronic bank statement while I was on the phone with the operator and explain to her that it did not fail. She argued with me insisted that it did not go through and it absolutely failed. So, I went to the boost Mobile store that is in **************, **, where I live. The customer service person there said that all he could do was take my payment of cash and that I would surely be refunded or credited at least of the $80 I already paid if the transaction was completed. I have been arguing back and forth with boost regarding this matter since August 26th they have filed to disputes all which have been dismissed and my money has not been returned to me even though I have receipts and a bank statement to back up what I'm saying. I have enclosed a screenshot of my payment history regarding that payment with boost and my bank statement regarding that debit transaction with boost. Thank you for your time, *****

  Business Response

  Date: 11/21/2023

  November 13, 2023
  
  
  
  *****************************
  *********************. A
  **************, ** 65109
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On October 26, 2023, we received your complaint, dated October 25, 2023, filed with the Better Business Bureau.
  
  You stated that on August 25, 2023, you paid your bill of $80.00, but realized after 20 minutes your phone was no longer working. You contacted customer care and you were told your payment had failed. You said your bank statement shows that the transaction did not fail, and you provided a screenshot. You requested a refund.
  
  The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; nonetheless, a one-time exception has been made to issue a refund of $80.00 for the payment you made on August 25, 2023.
  
  Sincerely,
  
  
  
  ******************************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** / ******* Better Business Bureau
                  ****************************************
                  ******,** 80210
  
  *****************************
  
  

• Initial Complaint

  Date:10/25/2023

  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 basically got fast talked into a phone plan that ended up not being enough data. So before the service was interrupted I was told to wait until the phone goes off to change phone plan from $40 a month Following month come let the phone go off and tried to call to pay bill/change plan to $60 a month plan and was told I need to not let the phone go off by a phone agent but I had already purchased a $50 card so that left $10 on my account. Here we are month 3rd month I spoke to an agent who told me to add $50 to account which would make $60 on my account and call back to change the plan. I did that. Call back and asked to pay $20 change plan so the other $20 is just there and I'm asked to still pay it. I think they are scamming card numbers because I used to be able to change plan over the phone automated system with no problem now you are transferred to an agent. Can never get a manager when I ask. They just say my name over and over and tell me that is my only option. So tomorrow my phone plan renew but $20 will just be on acct but not applied to my service.

  Business Response

  Date: 11/21/2023

  November 4, 2023
  
  
  
  *****************************************
  *************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ************************:
  
  On October 30, 2023, we received your complaint, dated October 25, 2023, filed with the Better Business Bureau.
  
  You requested to upgrade to a $60.00 per month plan, but you were informed to wait until your service was interrupted. You were then informed you should not wait until your service was interrupted, and you purchased a Re-Boost card with a balance of $50.00. You also expressed frustration with having to make a payment of $20.00 to upgrade your plan, as you had a credit balance of $20.00.
  
  You may change your plan at any time; however, you cannot use the funds from a Re-Boost card for devices and/or plan upgrades. This only goes towards your monthly service.
  
  Plan changes must be paid for upfront. You were charged the difference between the new plan and the old one, which was $20.00. A credit balance can only be used towards monthly service and not plan upgrades.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************

• Initial Complaint

  Date:10/24/2023

  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 had Boost Mobile service for several years. Then, I filed for and was granted for my phone service to be paid for through the government's Afforadable Connectivity Program. Boost Mobile immediately terminated and suspended my services in April 2023. I tried for days and weeks to find out why my service was down. Only to have Boost Mobile inform me that the service had been suspended but would be restored if I sent an email to a bogus email address provided by Boost Mobile. Anyway, approximately a week ago, I spoke with *******, a Boost Mobile representative, about my services being restored. He, along with numerous other Boost Mobile agents, gave me a bogus email address to which I should make my request. To summarize, Boost Mobile continued to receive payment from the Affordable Connectivity Program on my behalf from April 2023 till the present. My phone bill has been extended till November 13th, 2023. However, Boost Mobile refuses to resume my service and refuses to explain why it was suspended.

  Business Response

  Date: 11/20/2023

  November 8, 2023
  
  
  
  *************************
  **************
  Breese, ** 62230
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ************:
  
  On October 25, 2023, we received your complaint, dated October 24, 2023, filed with the Better Business Bureau.
  
  You said that even though your service is suspended, Boost Mobile has continued to receive payments through the Affordable Connectivity Program (***). You would like your service restored to a level equivalent to the funds received from the ***.
  
  The service was suspended due to violating Boost Mobiles Terms and Conditions; specifically,traffic pumping or access stimulation, which is unlawful under ******************************** rules. For more information, please visit *******************************************.
  
  Boost Mobile has not received funds from the *** after the date of suspension and the service will not be restored.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:10/24/2023

  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.

  On October 20, I signed up for Boost Infinites Boost Protect protection plan, which includes Lookout Premium. However, I have not received an email, nor a text on anything regarding Lookout Premium. The Boost Infinite reps that I have spoken with and chatted with have no inkling of what Lookout is, and then there are the other reps who have told me that Lookout Premium is not included in the Boost Protect protection plan, which is absurd because it clearly states on the Boost Infinite app that Lookout Premium is included with my Boost Protect protection plan.If I had known Boost Infinite was going to make this quite a difficult ordeal, then I would have gotten AppleCare+ directly through Apple, which would be saving me $1.51 a month. The reason I chose to go with Boost Infinites Boost Protect protection plan was for Lookout Premium.

  Business Response

  Date: 10/30/2023

  October 26, 2023
  
  
  
  ***********************
  ***********************************************************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On October 25, 2023, we received your complaint, dated October 24, 2023, filed with the Better Business Bureau.
  
  You stated that on October 20, 2023, you signed up for the Boost Protect protection plan, which includes Lookout Premium. You mentioned that you have not received the activation code for this, and customer service has been unable to provide assistance, as they informed you that this is not included with Boost Protect. You requested the activation code for Lookout Premium.
  
  Our records indicate you activated Boost Protect with ********* services Tier 3 on October 20, 2023. Activation emails for Lookout Premium are sent out weekly and you should have received yours on October 25,2023.
  
  On October 26, 2023, I sent you an email which included your activation link, in case you did not receive the email from Boost Infinite with the subject line Activate Lookout Premium Today.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *********************************************;
                  ******,** 80210
  
                  *********************
  

  Customer Answer

  Date: 10/30/2023

   
  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:10/24/2023

  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 ordered a phone to be delivered from Boost Mobile, I never received the phone, I called and spoke to customer service, they provided me a case number and told me to give them a couple of weeks which I did. I called back, and they said they are waiting on Finance to release the refund, never received the refund. I was told to wait 10 to 14 business days, I waited two months, and still no refund. I call back with the case number, and all, they are saying they do not have that case number that they have updated their system and started new basically. SO, I am out of the money, because the case number does not mean anything to them because it is not in their system any longer. CASE NUMBER *********. I spoke to Boost Multiple Time's and was told the same thing over and over and waited patiently and still out of the ******.

  Customer Answer

  Date: 10/26/2023

  I have spent numerous hours on the phone with customer service, providing them with the tracking number, the date the item was purchased, as well as being very patient. I have been patient and have followed the all directions provided by Boost Customer service.  I do not understand how a company goes to a new system and not have any of the complaint or case numbers and files backed up. When I have had the previous people I spoke to notated all information that they requested. 

  I feel that when I called the other Day they just put me on hold without putting me on hold (I still heard them chit chatting) and come back on phone like they did put me on Hold. I purchased an item that I never received reported the day I was supposed to receive it, and have called back as they requested to give each of their department the time to process my refund. Which now I am getting that the case does not exists due to an upgrade on their end in their system and was told that they did not transfer any previous data from the old system or back it up. 

  What kind of company does that?

  Business Response

  Date: 11/21/2023

  November 9, 2023
  
  
  
  ***************************
  *******************************************
  ********, ** 70449
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ***************************:
  
  On October 25, 2023, we received your complaint, dated October 24, 2023, filed with the Better Business Bureau.
  
  You stated that you ordered a phone from Boost Mobile, but you never received it. You called and spoke to customer service and you were given case number *********. You mentioned that you have waited two months and still have not received a refund.
  
  Our records reveal that the case number provided is neither available in any Boost Mobile-related systems nor do the notations on your account recall any conversation or payment made regarding the device you purchased.
  
  Due to this, we respectfully decline your request for a refund.
  
  Sincerely,
  
  
  
  ******************************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** / ******* Better Business Bureau
                  *************************************350
                  ******,** 80210
  
  *****************************
  
  

• Initial Complaint

  Date:10/24/2023

  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 bought Boost service and an SE iPhone with Boost Mobile during their Black Friday deal in December 8, 2023. I was told after making three monthly payments, I would receive a $200 E-gift card. As of today I still have not received it.I contacted their customer support via InComm incentives case 230516-000000 in March, April, and May of 2023. In Comm stated that they would contact Boost to place the order. To this date I have never received the $200 gift card

  Business Response

  Date: 11/17/2023

  November 8, 2023
  
  
  
  Mr. *******************
  *************************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On October 24, 2023, we received your complaint, dated October 24, 2023, filed with the Better Business Bureau.
  
  You stated that you signed up on December 8, 2023, and you were offered a promotion to receive a $200.00 gift card once you had paid on time for three months of service. You indicated that at the time of your complaint (October 24, 2023), you had not received the gift card. You mentioned that you contacted customer support via a third-party company who told you they would contact us to place an order. You requested a refund.
  
  The 2022 Black Friday promotion you refer to has since expired and as of April 2023 any claims are no longer being fulfilled.
  
  Sincerely,
  
  
  
  ******************************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** / ******* Better Business Bureau
                  **********************************, #***
                  ******,** 80210
  
  *****************************
  
  

  Customer Answer

  Date: 11/28/2023

  This is bait and switch!  I contacted their customer support via InComm incentives case 230516-000000 in March, April, and May of 2023.  Why are you allowing Boost to avoiding paying me based on their use of an October date?  

• Initial Complaint

  Date:10/24/2023

  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 October 14th I purchased a ******** 5G stylos and case with protective shield covering totaling $227. I started having a problem with the phone within a few days I will call and not hear anything on the other end I don't know if they hurt me but I heard nothing I've been tried calling 911 one time and either it didn't connect or they didn't hear me this happened several times I came back exactly 7 Days later to see about getting an exchange I wasn't permitted to I was told to use the warranty I felt like that was such a short amount of time I should have been able to get at least another phone but now I'm seeking a refund because I don't feel that my business was appreciated and I don't know if I will even use that company again the store is located it's boost Mobile on Lakeshore at about 160th Street I would like to get a refund I just want a new phone and I want one that works I am told to go through the ******** company for repair which I'm going to do but that's not my preference I feel like something brand new shouldn't need a repair. I just imagine in three or four months I may be will not be able to use it at all and that is unacceptable

  Business Response

  Date: 11/17/2023

  October 28, 2023
  
  
  *************************
  ***************************** 1519
  *********, ** 44110
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On October 24, 2023, we received your complaint, dated October 23, 2023, filed with the Better Business Bureau.
  
  You said you purchased a device and started to have technical issues with it. You attempted to exchange it at the store and you were informed to go through the warranty process. You disputed this, as you stated you wanted a new device. You requested a refund. 
  
  Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies.
  
  You are covered under the ******** warranty for one year. There is no cost for a repair if the phone is covered by ********'s warranty. The customer is responsible to pay for shipping the phone to ********. If the phone is not covered by warranty, there will be a fee which can vary by phone model and type of repair needed.
  
  Boost Mobile offers optional phone protection through Likewize (formerly Brightstar). Once a claim is filed, customers are required to pay a non-refundable deductible of $20.00, $50.00, $100.00 or $175.00 (based on the device type) if the claim is approved. Customers are eligible for two approved claims within a 12-month period beginning on the date of the first replacement. Other exclusions and conditions may apply. For complete program details, please visit www.myphoneguardian.com or call ***************. Please note: you are currently not enrolled in Boost Protect. You are still eligible for 16 more days from October 28, 2023.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *****************************
  

• Initial Complaint

  Date:10/23/2023

  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 signed up For boost infinite last month. When we went to transfer the number from my old account to the new one, something got messed up and they couldnt do it. That account is under ******************. Com. So the person from boost mobile said that Im going to have to get a new account with a new number and that I should call back the next day. I did that and the lady on the line, signed me up on a new account with a new number. That account is ******************. Com. The only problem was she applied the wrong plan to my account. I had signed up for the Free IPhone 15 pro on them, I upgraded it and got the IPhone 15 pro *** then every year I trade in the old iPhone and they give me a new one. The lady gave me the basic account, where you have to trade in you old phone first then you get a iPhone 15. So after I realized days after that she messed it up I called back again. That person apologized and said it was their fault, and said unfortunately they cannot change the plan and that I needed to return my iPhone 15 pro *** to them. Then sign up for a new account with a new number. So I signed up for a new account and a new number. This account is under *******************. Com. So they sent me out a new iPhone 15 pro ***. So for a day or two I had 2 iPhone 15 pro *** at my house. Then they gave me a shipping address and a ** number to put inside and outside of the box, so they know what account it was for. So I did that. Oh yeah they made me pay for the shipping. The Shipping address is ****** micro inc/ Boost infinite **** all points court suit 2 Plansville *******. The ** number that I put with the phone is **-************ Tonight I just got another charge out of nowhere for 22.65.What I would like done is for them to close the ********************** account and refund all the money which was deducted for that account. Which includes $122.00 they charge me at the beginning for taxes etc. on the phone. I am okay with keeping the **********************

  Business Response

  Date: 10/31/2023

  October 31, 2023
  
  
  
  *****************************
  *************************br>*********, ** 16134
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On October 24, 2023, we received your complaint, dated October 23, 2023, filed with the Better Business Bureau.
  
  You stated that when you initiated Boost Infinite service, three accounts were established during the process. You indicated that although you returned a phone that shipped for one of the accounts, you were charged $22.65 without explanation. You would like the account closed and a refund provided.
  
  Our records show that you paid $122.00 on September 25, 2023, when you initiated the first account **************. No additional payments were collected/received. A refund of $72.00 was issued on October 25,2023. An additional refund of $50.00 was submitted today to match the total amount paid. Please allow 5-7 business days for processing. This account is now closed.
  
  We do not show that any payments were received for the second account **************.
  
  The third account ************** was established on October 3, 2023, and is currently active. A payment of $132.00 was received;however, there was a remaining balance of $22.65 owed. This amount was collected on October 21, 2023. The applicable billing statement can be viewed on your Boost Infinite application.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *********************************************;
                  ******,** 80210
  
                  *********************;

• Initial Complaint

  Date:10/23/2023

  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 had the same phone number for 15 yrs. Started my service years ago when it was virgin mobile then they switch to boost. Long story short they terminated my phone number saying my bill hadn't been paid in three or so months well since they transferred over to boost we all had to download the boost one mobile app on that app there is a way to earn free wireless you play games do surveys watch videos anyway I earned $4,800 points and I used those boost coins to pay my phone bill and it did not reflect on my boost account. Yet I've used my phone all the way till last week when I got an email saying my knee has been terminated due to non payment for 3 or more months.. like I said I did pay with my boost coins . However I called them the last said she would give me my number back if I pay $47 dollars at that moment I didn't have enough on my debit card so I asked her what her name was and was it ok if I call back tomorrow with payment. She said yes and told me she put notes on my account cause I would probably get a different advisor. So I call back the next day and the man says no I absolutely cannot get my number back. I ask to talk to a supervisor and he says the same thing and then hangs up on me. I don't know if it was on purpose or an accident but it happened.. now I know all their calls are recorded. Why can't they listen to the call I had with the gal telling me she would do it. Also they say they have no way to verify I was using my phone up until last week.. if I didn't make a payment since May how was I using my phone since then.. I even had my husband get arrested on a warrant just two weeks ago and I was able to add funds to my phone so he could call me. That's proof I was using my phone and I have that on my bank statement

  Business Response

  Date: 11/08/2023

  November 2, 2023
  
  
  
  *************************************
  1753 30th St., 1
  *******, ** 80631
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On October 24, 2023, we received your complaint, dated October 23, 2023, filed with the Better Business Bureau.
  
  You said your service was disconnected after you made a payment with Boost Coins. You expressed concern about the level of customer service you received.
  
  Our records reflect that we have not received any Boost Coin redemptions from you since May 2023, nor has your Boost Coin balance reflected an amount near ****. The highest balance of Boost Coins associated with your account was **** on May 22, 2023.
  
  I reactivated your account and forwarded your account to our back office team to investigate why it was disconnected.
  
  I will review your calls to us and address any issues I find internally.
  
  We sincerely regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 11/09/2023

   
  Better Business Bureau: thank you so much for turning my service back on that was my only concern because I've had this number for 15 years plus and I do not want to lose it. I appreciate you!! Thank you Boost you are awesome 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************
  

   

  Customer Answer

  Date: 01/13/2024

  On Dec 1,2023 I paid my phone bill in the amount of $47 , I have the $15 per mth plan which is a three month plan when u pay all three months at once making it $45 .. on Jan, 1 **** my line was suspended. I talked to 3 different reps on 3 different days. 1st rep agreed with my claim and said she would send it to the back office immediately! (This is Jan 1st) . So I wait..... I call again on the 5th of January I get the same response.. so I wait....Now it's the 12th of *** and the rep tells me I don't have the $45 plan and that I was going to have to create a new account. If I don't then she can't help me . She also stated that my current plan was the $35 plan I then told her no I've had the $45 plan since the middle of last year. Then I said why when I paid my bill just last month did it take$47 dollars from me . It should have only taken $35 dollars . But I do not have that plan anymore. I just want what I paid for. I used my phone to earn my living and u guys wrongfully suspended my line 13;days ago and it's like pulling teeth to get it back on. You can clearly see on my account everything that I'm saying it shouldn't be this hard , it's shows my December payment and it shows my current plan. What do the reps need to review this further? I shouldn't have to wait almost two weeks and I shouldn't have to keep sending bbb complaints. Last month you guys wrongfully TERMINATED my line and it took me forever to get someone to finally see I was right. They were trying to take my phone # I had for 20plus years. And the gentleman who answered my complaint was very professional and fair . He turned my phone back on immediately! All I'm asking is my phone be turned back on . And it would be great if I could have the two weeks of service I didn't use credited back to my account. Thank you I appreciate everyone in this matter *********************************

  Desired Resolution: Billing adjustment; Finish the job

  Business Response

  Date: 02/01/2024

  January 31, ****
  
  
  
  *************************************
  ******************* 1
  *******, ** 80631
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ********************:
  
  On January 29, ****, we received your rebuttal, dated January 26, ****, filed with the Better Business Bureau.
  
  You stated that you paid for your three-month plan on December 1, 2023, but your service was suspended on January 1, ****, and you were not able to resolve this through our customer care department. You also mentioned that you were told your account was on a monthly $35.00 plan, which you did not ask for. You requested that your service be restored and to receive a credit to cover the time you were without it.
  
  My attempt to contact you by phone at ************** on January 31,****,was unsuccessful, but I left a voicemail advising you that your service has been restored. Our back office team is working on correcting your plan and the billing cycle date. I requested that you contact me directly at ************** with any questions.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  

• Initial Complaint

  Date:10/23/2023

  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 originally purchased a phone plan online from Boost Mobile on 8/8/23. At this time they had a promotion for 1/2 off your first month of service (1/2 of $25, so $12.50. My total came up to $13.28. A SIM card was sent to my then address). Immediately after purchasing the plan online, I went to my local Boost Mobile store, which was located at ****************************************************************** at the time. I purchased an iPhone 11 and was told that I couldn't use the plan I purchased online with the phone and I had to purchase a totally different one, a $50/month plan. I went ahead and purchased the plan with the phone and my total came up to $316.15 for everything. I put $200 in my account in advance on 8/`17 for autopay.I moved to ******* **, the following week and lost my phone at a ***** station Downtown around 8/21. On 9/4 I visited a Boost Mobile on ****-A ********* in ******* to report my phone stolen, cancel service, and refund the $200 since I had no phone. I used the store phone to call the Boost customer service hotline about my situation and I was given 2 reference numbers , 1 for the refund, one to report phone missing. I was told refund would come in 3 business days. 9/9 no refund. I called the Cust Svc number on 9/9 and was told there was no record and had to create another reference number. On 9/15 i got a refund of $143 ($57 to pay monthly plan for phone that I didnt have anymore). I also got charged $25.83 on 9/15 for the online plan. Basically Im being charged for 2 phone plans. I called Boost on 10/2 to dispute the transactions, and the rep said that my accounts would be cancelled, and was told to call my bank to dispute the charges. I call my bank Navy Federal on 10/8 to dispute and the rep was acting like he didnt want to help me. My account was charged $25.86 on 10/14, and they attempted to take $57 on 10/21. So basically they are charging me for accounts that have NO ACTIVE PHONE, which i made them aware of several times since 9/4.

  Business Response

  Date: 11/17/2023

  November 9, 2023
  
  
  
  Nidonte ******
  ***************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Nidonte ******:
  
  On October 24, 2023, we received your complaint, dated October 23, 2023, filed with the Better Business Bureau.
  
  You said that you responded to an online Boost Mobile promotion offering service at $25.00 per month, with the first month at 50% off. You later visited a retail store to purchase a phone and you were told the aforementioned plan would not work with the new phone; therefore, you had to subscribe to a $50/month plan.You also paid $200.00 toward your account on August 17, 2023, but lost the phone on August 21, 2023. Additionally, on September 4, 2023, you visited a retail store, canceled your account and reported the phone lost/stolen, but you said you are still being charged.
  
  I attempted to contact you at the phone number and email address you provided in your complaint on November 8, 2023, but I did not receive a response.
  
  A review of your account found two payments were made after you requested cancellation: on September 13, 2023, and October 14, 2023, for $25.83 and $25.86, respectively. I requested these two payments be refunded. However, the $200.00 payment you reference in your complaint did not post to your account;therefore, you will need to take your receipt for this payment to the store where the transaction occurred and request a refund from them.
  
  I deactivated the AutoPay feature. Your account will first be suspended and then closed. If you wish to port out the phone number associated with this account,you will need to provide your account number, ************, and port-out PIN, ******, to your new carrier. They will initiate the port.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
  *****************************