Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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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

5,008 total complaints in the last 3 years.
1,499 complaints closed in the last 12 months.

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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:10/21/2023
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 has become unbearable and I'm not overstating the psychological warfare they are using against their customers in order to not deal with the issues and ongoing problems due to their own widespread ineptitude. I made a monthly payment and never received the data that I paid for, it's been 6 days now and they Have run me in circles for hours on end everyday, dropped calls every time after hours of trying to get help, they refuse to fix this, When I couldn't do my work and get online after paying my bill. I called them and they told me to wait 48 hours and the problem would be resolved, I thought 48 hours was a long time but I waited, here we are 6 days later and they are still refusing to give me the data I paid for. I've been a customer when it was virgin ************************* years! This is so beyond unacceptable and deceptive. Even the new web page is a fraud, nothing in it is as advertised. HOW IS THIS LEGAL? My stress level is through the roof and what they are doing and allowed to do is truly depressing. Just give me what I paid for.
Business Response
Date: 11/17/2023
November 1, 2023

*******************************
*********************
**********, ** 03835

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

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

On October 23, 2023, we received your complaint, dated October 21, 2023, filed with the Better Business Bureau.

You stated that Boost Mobile is using psychological warfare against you, as they are not giving you the data you paid for. You mentioned that you contacted customer care several times and they continue to tell you to wait for the issue to be resolved. You requested assistance with your account.

Our records indicate your account has been impacted by an issue where the data is not aligning correctly with the monthly recharge date or the upgraded plan. Our teams are aware and are actively working towards a fix; however, at this time there is no estimated date on when a fix will be implemented.

Your account reflects that you have made a total of $35.00 in payments for data add-on packs and your account has received a total of $35.00 in credits for the issue at hand. We have requested the $35.00 be refunded back to you. Please be advised that this will remove the credit balance from the account.

Sincerely,

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

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

                *********************
Initial Complaint
Date:10/21/2023
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'm a Boost Infinite customer with phone ************. I started services on Sept 13, 2023 with account number ************. I had initially asked for their **** based partner network account but was put on ******** based account, even when the customer agent assured I would be issued an **** account. Since ******** network has no coverage in my area.On Oct 17, I was recommended to switch to **** network by the retentions department. I was suppose to receive a Boost Infinite **** Sim card, and setup a new account. New account number ************ 1. I was double charged for same duration as I was already charged on old ******** account and the new **** account. This was later resolved by a credit to new account.2. The physical SIM which arrived was still T Mobile.3. The agent who was supposed to help me do network switch opened the new account, said there is some issues with the account. He said the process is abandoned for now and I could continue using my old SIM.4. Then overnight the old ******** SIM stopped working without any notice.5. I was without service for extended period of time.6. I called customer support over 11 times in last 3 days. After a call of about 1.5 hours one agent finally issued me an eSIM even though.7. I then called back and they said it shows both account have been closed/ or they have trouble accessing them.8. Without my knowledge and approval an agent added a new line to my account. This was without my authorization and when asked to cancel it they refuse to do.I was told that my phone with IMEI *************** is incompatible with **** but as per screenshot attached, it has it working on an **** eSIM by Boost infinite.I want the additional non-activated line 1 be cancelled. I be issued a proper working account with my mobile ************ on **** partner network, with bills taken care of the duration I already paid. Please cancel all other/ accounts.
Business Response
Date: 10/26/2023
October 26, 2023

*************************
********************************** 462
*****************, ** 95054

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

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

On October 23, 2023, we received your complaint, dated October 21, 2023, filed with the Better Business Bureau.

You stated that you signed up for service on September 13, 2023, and you requested to be put on the AT&T network. You indicated that after activation, you were placed on the ******** Network. You mentioned that on October 17, 2023, the retention department recommended your network be switched; however, a new account had to be created and you were double charged due to this. You said you have been unable to get the service working on the new account despite calling in several times. You requested your phone be activated on the AT&T network.

Boost Infinite assigns each line a network based on the information provided when you sign up for service. We have a network selection engine that is updated regularly and it determines which network a line receives based on a variety of factors.

Our records indicate that your original account, ************, had a credit issued to it on October 25, 2023,to cover the October 13, 2023, bill.

Your account, ************, has been escalated to our technical team regarding the network swap and the secondary line. Please note that at this time, our teams are actively working on this; however, there is no estimated date on which this will be completed. If any update becomes available,I will reach out.

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

Sincerely,

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

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

                *********************
Customer Answer
Date: 10/26/2023

Complaint: 20764703

I am rejecting this response because:
Dear Boost Infinite,
I hope this message finds you well. I appreciate your prompt response to my complaint and your efforts to address my concerns. However, I believe there are still some critical issues that need immediate attention.
First and foremost, my primary concern is to have my phone number, ************, operating on the AT&T network as initially requested. This is essential as the ******** network does not provide coverage in my area, which has caused a significant disruption in my communication and daily activities.
Additionally, I would like to emphasize the importance of removing the second unactivated line from my account. This line was added without my authorization, and despite my requests for its removal, I have faced difficulties in having it canceled. This is a matter of utmost importance, and I kindly request your immediate assistance in resolving this issue.
I understand that my concerns have been escalated to your technical team, and I appreciate your efforts in this regard. However, given the extended period of inconvenience I have experienced over the past 11 days, I believe it is crucial to prioritize the resolution of my issues. The inability to switch to my new device, a Pixel 8 Pro, has left me without access to important features and services for an extended period, especially considering that the device's IMEI has already been shared with your team.
Moreover, the delay in resolving the account issues has resulted in a breach of my consumer rights. I have been unable to obtain the necessary port-out information, including the *** and account number, which is my legal right as a consumer. This situation is not only frustrating but also in violation of the rights I am entitled to.

In light of these concerns, I kindly request your immediate attention and assistance in resolving the following:
1. Activation of the physical AT&T Boost Infinite SIM card on my Pixel device for my line, ************, on the AT&T network.
2. The removal of the unauthorized and unactivated secondary line from my account.
3. Provision of the necessary port-out information for my account.
I understand that these matters may require coordination and technical work, but I sincerely urge you to expedite the resolution process. The prolonged inconvenience and the violation of my consumer rights have caused significant frustration and disruption in my daily life.
I would like to see a swift and positive resolution to these issues. I have already spent more than 6 hours on various calls with Customer representative on resolving this issue. I believe that by addressing these concerns promptly, we can work together to ensure a more satisfactory customer experience.
Thank you for your understanding and cooperation in this matter. I look forward to a timely resolution and a more positive experience with Boost Infinite.
Sincerely,
Naman Goyal
Customer Answer
Date: 10/31/2023
I hope this message finds you well. I appreciate your prompt response to my complaint and your efforts to address my concerns. However, I believe there are still some critical issues that need immediate attention.
First and foremost, my primary concern is to have my phone number, ************, operating on the AT&T network as initially requested. This is essential as the ******** network does not provide coverage in my area, which has caused a significant disruption in my communication and daily activities.
Additionally, I would like to emphasize the importance of removing the second unactivated line from my account. This line was added without my authorization, and despite my requests for its removal, I have faced difficulties in having it canceled. This is a matter of utmost importance, and I kindly request your immediate assistance in resolving this issue.
I understand that my concerns have been escalated to your technical team, and I appreciate your efforts in this regard. However, given the extended period of inconvenience I have experienced over the past 11 days, I believe it is crucial to prioritize the resolution of my issues. The inability to switch to my new device, a Pixel 8 Pro, has left me without access to important features and services for an extended period, especially considering that the device's IMEI has already been shared with your team.
Moreover, the delay in resolving the account issues has resulted in a breach of my consumer rights. I have been unable to obtain the necessary port-out information, including the *** and account number, which is my legal right as a consumer. This situation is not only frustrating but also in violation of the rights I am entitled to.

In light of these concerns, I kindly request your immediate attention and assistance in resolving the following:
1. Activation of the physical AT&T Boost Infinite SIM card on my Pixel device for my line, ************, on the AT&T network.
2. The removal of the unauthorized and unactivated secondary line from my account.
3. Provision of the necessary port-out information for my account.

I understand that these matters may require coordination and technical work, but I sincerely urge you to expedite the resolution process. The prolonged inconvenience and the violation of my consumer rights have caused significant frustration and disruption in my daily life.

I would like to see a swift and positive resolution to these issues. I have already spent more than 6 hours on various calls with Customer representative on resolving this issue. I believe that by addressing these concerns promptly, we can work together to ensure a more satisfactory customer experience.
Thank you for your understanding and cooperation in this matter. I look forward to a timely resolution and a more positive experience with Boost Infinite.
Sincerely,

Naman Goyal
Business Response
Date: 11/13/2023
November 11, 2023

*************************
********************************** 462
***********, ** 95054

Re:          BBB Complaint #********
                ************ -2023-11-43086

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

On November 10, 2023, we received your rebuttal,dated November 8, 2023, filed with the Better Business Bureau.

You stated that you rejected our response.You would like a physical SIM card activated on the AT&T network, the removal of the unauthorized second line and for your port-out information to be provided.

Your account reflects that you are currently on the AT&T network and the phone has been activated with an eSIM. Our customer service agents have attempted on several occasions to assist you with swapping out your eSIM to a physical SIM; however, you have refused to provide them with the requested information. As you have refused to provide the requested information,please visit ******************************************************************* for further assistance with swapping your SIM card.

The second line is part of an open incident where there is no second pending line, but it is displaying as such.There is no impact to your billing or anything else. This has been escalated to our IT department, but there is no estimated date on when a fix will be implemented.

Please note that the ********************************* (FCC) regulates phone number portability and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include, but is not limited to account number, account holder's name, phone number, five-digit ZIP code, passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines. For your reference, your porting *** is ******.

Sincerely,

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

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

                *********************;
Customer Answer
Date: 11/18/2023

Complaint: 20764703

I am rejecting this response because:

Thank you for your continued correspondence and the detailed information provided in response to my BBB complaint. However, I must express my deep dissatisfaction with the inaccuracies presented in your reply.
Contrary to the information provided. It took over 25 days since my request to move my line ************ to a physical SIM on Pixel 8 Pro, despite numerous attempts to address this issue. I had to contact the support team by instagram and follow up for 24 days until issue was solved. I had to even call over 17 times with total call time of 26 hours to customer care and they were still unable to activate the physical SIM on Pixel 8 Pro.
I would like to draw your attention to the numerous support tickets raised regarding this matter, each documenting the extensive time and effort invested in seeking resolution:
Ticket 2661950
Ticket 2684209
Ticket 2708581
Ticket 2697315
Regrettably, these tickets have not resulted in a complete resolution of the issue, and I continue to experience disruptions to my service.
The issues is still not resolved. I have been attempting to transition my number ************ to my new iPhone 15 Pro from Pixel 8 Pro, utilizing an eSIM on the AT&T network. Despite more than 12 attempts and the creation of multiple support tickets, this matter remains unresolved. I have diligently provided the **** for my new device on several occasions during these interactions.
Ticket 2945076

In light of these ongoing challenges, I urgently request the following actions:
1. Immediate moving of my number, ************, on the AT&T network using an eSIM on my iPhone 15 Pro.
2. A formal written apology for the inaccurate accusation that I denied sharing information for the activation of the physical SIM for my Pixel 8 Pro.
3. Resolution of account issues to facilitate seamless phone transitions, in accordance with my rights as a customer.
4. Issuance of a refund or billing credit for a minimum of three months or until the eSIM on my iPhone 15 Pro is successfully activated.
5. Comprehensive resolution of all backend issues affecting my account.
6. Prompt removal of the unauthorized and unactivated secondary line from my account.
7. These actions are essential to rectify the persistent issues I have faced for over 1.5 months. I
I request Boost Infinite to prioritize the resolution of these matters promptly to ensure a more positive customer experience.
Thank you for your attention to this urgent matter. I look forward to a swift and satisfactory resolution.
Sincerely,
Naman
Customer Answer
Date: 11/18/2023
Complaint: 20764703

I'm attaching the conversation for Pixel 8 Pro with Boost Infinite Instagram which clearly shows they were not able to resolve my issues until 25 days.

------- Original response below --------

I am rejecting this response because:

Thank you for your continued correspondence and the detailed information provided in response to my BBB complaint. However, I must express my deep dissatisfaction with the inaccuracies presented in your reply.
Contrary to the information provided. It took over 25 days since my request to move my line ************ to a physical SIM on Pixel 8 Pro, despite numerous attempts to address this issue. I had to contact the support team by instagram and follow up for 24 days until issue was solved. I had to even call over 17 times with total call time of 26 hours to customer care and they were still unable to activate the physical SIM on Pixel 8 Pro.

I would like to draw your attention to the numerous support tickets raised regarding this matter, each documenting the extensive time and effort invested in seeking resolution:
Ticket 2661950
Ticket 2684209
Ticket 2708581
Ticket 2697315
Regrettably, these tickets have not resulted in a complete resolution of the issue, and I continue to experience disruptions to my service.
The issues is still not resolved. I have been attempting to transition my number ************ to my new iPhone 15 Pro from Pixel 8 Pro, utilizing an eSIM on the AT&T network. Despite more than 12 attempts and the creation of multiple support tickets, this matter remains unresolved. I have diligently provided the **** for my new device on several occasions during these interactions.
Ticket 2945076

In light of these ongoing challenges, I urgently request the following actions:
1. Immediate moving of my number, ************, on the AT&T network using an eSIM on my iPhone 15 Pro.
2. A formal written apology for the inaccurate accusation that I denied sharing information for the activation of the physical SIM for my Pixel 8 Pro.
3. Resolution of account issues to facilitate seamless phone transitions, in accordance with my rights as a customer.
4. Issuance of a refund or billing credit for a minimum of three months or until the eSIM on my iPhone 15 Pro is successfully activated.
5. Comprehensive resolution of all backend issues affecting my account.
6. Prompt removal of the unauthorized and unactivated secondary line from my account.
7. These actions are essential to rectify the persistent issues I have faced for over 1.5 months. I
I request Boost Infinite to prioritize the resolution of these matters promptly to ensure a more positive customer experience.

Thank you for your attention to this urgent matter. I look forward to a swift and satisfactory resolution.
Sincerely,
Naman

Customer Answer
Date: 12/01/2023
I finally closed the account and ported out my number ************. But the billing still shows as active. Please close and cancel all the lines on my account ************
Business Response
Date: 12/12/2023
December 12, 2023

*************************
********************************** 462
***********, ** 95054

Re:          BBB Complaint #********
                ************ -2023-12-45346

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

On December 11, 2023, we received your second rebuttal, dated December 8, 2023, filed with the Better Business Bureau.

You stated that you are rejecting our response, as you ported your number to a new service provider, but the billing has continued. You requested all the lines on your account be canceled.

Our records indicate that when you ported your number out, the billing on the account stopped. The line on the account showing, pending activation is stuck in that state. A ticket has been submitted to request for this line to be removed from the account. Please note that as this line was never activated, no billing occurred on it.

Sincerely,

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

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

                *********************
Initial Complaint
Date:10/21/2023
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.
Well I ALWAYS pay my phone bill with **** always. I paid my phone bill on the 17th , and my phone was cut off today the 21st saying a card I used came back, like I told them I always pay with cash I provided my receipts and all & they still said I needed to pay again before they can reactivate my service. boost mobile was not able to provide me any print outs of my phone being paid with a card! Which resulted in me having to pay them AGAIN! .. they did this exact thing in ******** thought okay maybe its a simple mistake on their end they said theyd look into great! NOPE happened again Im convinced they are trying to get extra money!
Business Response
Date: 11/16/2023
November 9, 2023

*****************
IN 47303

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

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

On October 23, 2023, we received your complaint, dated October 21, 2023, filed with the Better Business Bureau.

You stated that you made your payment with cash on October 17, 2023, and your service was shut off on October 21, 2023. You said that you had to make an additional payment to restore your service.

Our records indicate that a dispute was initiated for the $120.00 payment through the financial institution behind it. This resulted in the payment from the card ending in **** being reversed on October 21, 2023.This left a balance of $120.00 due on the account that caused the interruption.You made a payment of $120.00 on October 21, 2023, to restore the service. We regret any confusion.

Sincerely,

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

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

                *********************
Initial Complaint
Date:10/20/2023
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.
Boost Mobile suspended my account BEFORE my payment was due. I pay on the evening of the 20th every month and I've never been late. I was told I had til midnight on the 20th of each month. They also switched my account without my approval to my hubby's number being the primary number even though I set up the account with my cell as me being the primary number and I pay the bill. And for an additional upset, they denied me the monthly credit that I earned through their app for this month. In general their service is not good but we tolerated it. I called customer service three times and they said they "can't do anything." They claimed my due date changed to the 18th and then the 19th but I was NEVER NOTIFIED. I messaged Boost and got ZERO help. In the past I have referred people to them who signed on but I got zero appreciation for doing so. Now I see they're now offering new customers HALF of what I pay each month. They are a total disappointment. I feel they are a scam.
Business Response
Date: 11/16/2023
November 7, 2023

*****************************
*********************************************
***********, ** 48837

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

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

On October 23, 2023, we received your complaint, dated October 20, 2023, filed with the Better Business Bureau.

You said that you have always paid your Boost Mobile bill on the 20th of the month, but the date was changed without notification to the 19th.This caused your service to be suspended and you had to pay an additional $12.50 to have it restored. In addition, you said that your husbands phone number replaced yours as the primary on the account. You want your service restored and the $12.50 refunded.

Unfortunately, when your account was migrated from the old Sprint platform to Boost Mobiles, your due date was moved ahead one day to the 19th, which also caused the last day of full service to move to the 18th. Since this is a pay-in-advance service, you will need to make your payment by the 19th of each month to avoid service interruption. I applied a credit to your account for the $12.50 you paid to restore service, which will apply to your next scheduled bill. Please note that our records show that both yours and your husbands phone numbers are currently active.

The account is in your name as owner. The order in which a phone number appears on an account is dependent upon when it was added. The most recent or last phone number added showing first has no relevance with regard to ownership.

We apologize for any inconvenience this has caused.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 11/18/2023

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:10/20/2023
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.
Issue Summary:My wife and I are current customers of Boost Mobile. At this time we are unable to receive any text messages from customers of ******* Wireless. We are both able to send messages to these numbers, but are not able to receive.Our two phone numbers were previously with ******* Wireless, but we had switched to Boost Mobile about 1.5 years ago.We had not experienced any issues until around April 2023, when we first became aware of the issue.I have made dozens of calls to Boost over the last 6 months. I've worked with customer support, and advanced technical support who have submitted at least 5 tickets to their engineering team.EVERY time I call back to get an update on the ticket, the support team informs me that the previous ticket has been closed/resolved. Then they take me back through all the basic "triage steps" and submit another ticket. I understand this is a "fringe" type issue, but there has been a clear unwillingness to escalate the issue internally within Boost, to a team/team member that could triage and solve the problem properly.I found a seemingly helpful forum from ******************************************************************************************************************************************************************************************* This indicated that our issue may be a porting issue, and to ask for a "line investigation". I have provided this request to the Boost support team multiple times, and suggested they handle this as a "port escalation issue", but I can not get anyone at Boost to investigate properly.I'm am reaching out to your team now, desperately seeking help to get this issue escalated and hopefully resolved.My Phone # ************ My Wife's Phone # ************ Please let me know if any other information would be of use.Kind regards,****
Customer Answer
Date: 11/16/2023
Hi team,
I have not received any updates from my provider regarding this case. My expectation of them is NOT necessarily a quick resolution, but simply attention and effort put into attempting a fix. This is a significant restriction of functionality that my wife and I have lived with for the last 6+ months, and should be addressed with a sense of urgency from our provider.
Any additional note that you would be willing to send to the Boost team to help motivate them in addressing our concerns would be greatly appreciated.
Kind regards,
****
Business Response
Date: 11/16/2023
November 8, 2023

*************************
*****************************************br>*****, ** 29450

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

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

On October 23, 2023, we received your complaint, dated October 20, 2023, filed with the Better Business Bureau.

You stated that you are unable to receive text messages from ******* customers. You indicated that tickets have been submitted, but they have been closed with no resolution. You requested this be fixed.

In our email correspondence, I offered to unlock your device,as I am unable to provide a timeline when the issue will be resolved. You did not indicate you wanted your device unlocked and expressed interest in further escalating the ticket. This issue regarding yours and your wifes devices have been escalated as you requested to the incident report under INC1408466 and INC1408467.

Sincerely,

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

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

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

Customer Answer
Date: 11/16/2023

Complaint: 20761040

I am rejecting this response because:
The offer to "unlock [my] phone" is not an acceptable response to a customer who is in need of support. To be clear, "unlocking" a phone is the action taken when a customer is leaving one provider and joining a different provider. This is being communicated as if it is a service of generosity. If a customer desired to leave ********************** and join a different provider, Boost is REQUIRED to "unlock" their phone. I think that is an incredibly unhelpful response to a customer's problem "Well, you are welcome to leave!"
Since this issue has been escalated about a month ago, I feel I have been tremendously gracious, in that I have not once demanded a quick solution. All I have asked for is attention and a reasonable effort deployed. To date, I have received zero follow *** from the Boost team indicating that they have attempted a solution and are interested if it has restored our service.
Sincerely,

*********************
Initial Complaint
Date:10/20/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Yes I've had boost Mobile for well over a year. In this time it's been one thing after another. I've had several issues with account. I had finally had enough and went to a new carrier a couple weeks ago. On 10/19/23 boost Mobile charged my debit card $40. They said I was in auto refill. I never gave anyone permission to sign me up for this. I live paycheck to paycheck and I've never signed up for auto pay on any of my bills. Last month I noticed they had took money and I got online and told them I do not want on auto refill. Now they've taken money from my account and refuse to refund it. Mind you I no longer need not want their service. It's a horrible service and the customer service is terrible. That was the main reason I changed service as well. I called and explained this and told them I didn't want their service and asked to refund my money. They refuse to. I'm out $40 on a phone that I don't use anymore. I'm asking for a full refund of $40. It's just the right thing for them to do.
Business Response
Date: 11/16/2023
November 10, 2023

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

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

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

On October 23, 2023, we received your complaint, dated October 20, 2023, filed with the Better Business Bureau.

You said that due to service issues, you switched to a new carrier. On October 19, 2023, you were charged $40.00 for the next months service and we denied you a refund.

When we spoke on November 10, 2023, I explained that a review of your account indicates it was still active and AutoPay set in place to take a $40.00 payment on November 19, 2023. The last call on your account was on September 8, 2023, where you were trying to add data and mentioned you would be switching providers. Your account remained active after this call.

I removed AutoPay and disconnected your account. As a courtesy, I submitted a $40.00 refund request; please allow up to two weeks for processing.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:10/20/2023
Type:Customer Service 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 called boost Infinite to get a phone and different service provider no other phone I wanted to transfer info from. I specifically told them I did not want the service towers by the company I have on my current phone it is terrible. I was assured **** would be mine as I already had there internet. I received my phone after paying full price and told I would not be locked in and that is why I paid full price upfront for the phone and ***** a month forever was the plan and ***** month insurance plan plus tax only. I activated the phone 10-18-23 took 3 hours of my time with boost customer service. Next day I use it ****** a couple times ****** app disappeared. I called Apple the lady tries to help me figure out whats the problem the phone will not allow me to pit in Apple passcode another 3 hours wasted cuz then I call boost tell them Apple employee can not even help and told me I need to bring the phone in to find out whats wrong with the phone I refused this is a latest version phone very expensive and the main teason I ordered it was having to deal with issues with my other phone and I spent enough time dealing with this, but then I was transferred to another employee that was suppose to at my request shut phone off and get refund, but no what happens is ** told they wont shut my phone off for a month 11-18-23. Then next day 10-19-23 I get email they will not refund as I am not eligible and any questions call, so they are not only making me keep a phone, but charging me service and insurance plan. I want my refund the phone has issues, to much time spent and when I ordered it I was lied to or employee did not know, but I specifically told him I did not want the service towers I had on my other phone and that is why I need boost as they have **** towers for me and then found out I got exactly what I told him I did not want many times. I can not trust this company.
Business Response
Date: 10/30/2023
October 26, 2023

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

Re:          BBB Complaint #********
                ************ -2023-10-41656

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

On October 25, 2023, we received your complaint, dated October 20, 2023, filed with the Better Business Bureau.

You said you experienced some issues with your iPhone 15 and you did not get assigned the network you wanted. You requested a refund for the device and to cancel your account.

Please note that the iPhone 15 experienced a few known issues that Apple has addressed through software updates. Boost Infinite has no control over how the device handles installed apps.

Our records show that your account currently has an open return ticket and we are awaiting the return of your device. We emailed you directions for returning the device. Once we receive it, your refund will be processed. Please ensure that you remove any locks on the phone and perform a factory reset prior to shipping it.

Please note that our system will assign you the network for which it deems you have the best coverage upon activation.

Your account is set to disconnect at the end of your current billing cycle on November 18, 2023.

Sincerely,

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

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

                *********************
Customer Answer
Date: 11/09/2023
Sent from my iPhone November 7, 2023 I sent back phone for refund through UPS. I put all info inside box order#, Refund.#, shipping stickers off box returned in same box with extra phone protection, phone was cleared of any info back to default and never really used other then activation. Phone was returned as advised by Boost Infinite employee and she put the info on record of our conversation. I never received any email with directions for returning the device. I requested sticker for return was denied and email I did receive told me I was not eligible for refund. I was also denied to cancel service day after activation and told I will still have service until November 18, 23 even though I did not want or need as I already have a phone with the same issues with tower service I ask them not to give me I ask first AT&T on day one and reason to get the new service to began with. Apple advised to take phone in any info cleared and back to factory reset which I did. Thanks
Business Response
Date: 11/16/2023
November 14, 2023

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

Re:          BBB Complaint #********
                ************ -2023-11-43213

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

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

You said that you returned the phone, as advised, even though you received an email indicating you were not eligible for a refund. You also indicated that while you no longer need the service, it is not scheduled for disconnection until November 18, 2023.

Our records show that the phone was received and a refund of $1,296.99 submitted on November 13, 2023. Please allow up to five business days for processing.

As Boost Infinite is a postpaid service,any disconnection requests will not be completed until the end of the billing cycle. Your service will be canceled on November 18, 2023, as scheduled.

Sincerely,

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

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

                *********************
Customer Answer
Date: 11/30/2023
Boost Infinite has honored my request for refund confirmed by my bank. Thank you Boost Infinite for doing what is right. Please in near future listen to what your customers are asking for and confirm and do just that and dont make them pay for a whole month when they practically immediately notify you they did not get what they ask for fix it immediately and you will get many return customers of those same customers that feel they can trust and rely on Boost Infinite without jumping through hoops to BBB to get you to do what is right and fair. Happy now with results!
Initial Complaint
Date:10/19/2023
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 brought a phone online the phone was activated the same day it shipped. I called the company to get this corrected and I was told that the situation would be corrected I am supposed to receive 30 days before I have to pay a phone bill and 30 days to add insurance I received 28 days and money was taken out of my account 2 days earlier. I contacted the company and was told I could receive 10 dollar credit but not my money back because I had to pay for this companys negligence. I sent an hour trying to get this situation taken care of to only be told if my money is returned my service would be off and I would not receive the 30 days I paid for in September .
Business Response
Date: 11/15/2023
October 27, 2023

***********************************
2127 *************.
************, ** 19124

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

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

On October 20, 2023, we received your complaint, dated October 19, 2023, filed with the Better Business Bureau.

You stated that the device you purchased online was activated the same day it shipped, and you were told you would receive 30 days of service to pay the bill and add insurance. You expressed frustration with only receiving 28 days of service, as you said your payment was automatically withdrawn two days early. You disputed being offered a $10.00 credit, as you requested a refund.

The disclosures state that your service will not begin until your *** is activated. If you are getting a new phone number, your *** will be automatically activated after the order.Once activated, you authorize Boost Mobile to charge your card or PayPal account to automatically pay your monthly total fee plus any additional taxes and surcharges. You may add device insurance at any time within 30 days of purchasing the device.

******************** is a prepaid service; therefore, the entire account balance is required to be paid in advance of the new billing cycle start date, which is the 17th of the month.

The refund was rejected by customer care as the disclosures state you will be charged for service once the *** card is activated.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:10/19/2023
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.
Went in to a physical boost mobile store on 9/7/23 and ordered and fully paid for a phone with new port in number activation and one months service. They were having trouble porting the number and asked if I could pick it up the next day. I agreed and left the employee the new phone. I went in the next day 9/8/23 and was told they were still having trouble porting the number and that the manager (who wasn't there) said I had to pay an additional $50 00 for another month's service (on a supposed no contract phone service) but again I agreed and paid the $50.00 bc at that point they had the new phone I'd already paid them for as well as the phone number porting in (which was for business mostly) so what option did I really have? Paid and was handed the phone and told all good and was working and that she sent herself a text from it and it was working. I was really late to let employees in to a job site and had my grandsons birthday party later that day so I was extremely busy and threw the phone into my purse and went on with my day. Later at the party I pulled the phone out to check it and it wasn't working. It would ring if you called it but would ring to my old phone which I still had. So for the next 5 or so days I spent hours and hours trouble shooting this phone with customer service. They tried everything and couldn't get it to work. On the 7th day after purchase they told me to power cycle the phone for 4 hrs and it should work and if not to proceed to store for a refund. I go the next day for a refund and am told no refunds after 7 days so I fought with them and they troubleshot the phone and Eben replaced it with another new device and told me to power cycle it for 4 hrs. I went back again demanding my money and was given 60 dollars and customer service said they processed a refund back to my card for *****. It's 10/19/23 and I still have no refund. An agent said they will credit the account that isn't active bc they failed to port my number in.
Customer Answer
Date: 10/19/2023
I just wanted to add that the owner/manager of the store refused to refund me. She spoke through an employee via telephone and never directly to me but the message relayed was that 7 days for a refund even though it clearly states 10 days on the website. Besides that I'm sure her 7 day return policy would only apply to those whose services were actually activated giving them 7 days to try it. Mine was not ever activated as they failed to port in my number. I still currently have the number they list on the account as belonging to boost. I was told by customer service that a refund of ***** had been processed back to my original payment method and to wait 10 to 15 business days for same. It never came. Upon further pressuring from me to find out where this refund went an agent advised me that they couldn't process my refund because it's a replenishment card. It's not. It's a credit karma checking account which I've received many refunds before. **************** is a joke. There are 3 payments posted on this account. The account that I never used bc it wasn't activated so even if the 1st refund attempt failed the other 2 payments still need to be refunded and it's like talking to a wall. I have the original itemized receipts and the phone (which I returned directly to the merchant weeks ago) was free as **** of a promotion. I still returned it though bc they told me no refund and that I can use the service for however long I paid for and then just get rid of it to which I said absolutely not and anyway what service it hasn't been activated. They will do any and everything to avoid refunding money. I paid the store a total of $185.00. They gave me a partial refund of $60.00 and nothing else. It's absurd. I'm out so much money and time over this it makes me sick to think about it but I work hard for my money so boost isn't getting my hard earned money when they can't provide the service. It's the principal. If they refund my money asap and I mean asap I'll move on and just be aware of the type of company they are and steer clear in the future but if not I'm fully prepared to get an attorney and *** them in small claims court for my loss of business as well as my time. It's theft to take money from a consumer and fail to provide the agreed upon service. Is it not? Please help me end this and suggest they make me whole for the 185.00
Business Response
Date: 11/15/2023
November 7, 2023

***************************************
**************************************************************** 19134

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

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

On October 20, 2023, we received your complaint, dated October 19, 2023, filed with the Better Business Bureau.

You stated that you bought a phone at a retail store, but they had trouble activating it. After several days, you decided to cancel the service. The retail store gave you a refund of $60.00 and you were told that you would receive a $58.00 refund from Boost Mobile. You have not received the $58.00 refund. You requested to receive a refund of $850.00 for lost business and $448.00 in compensation for the time you spent on the issue.

Our records indicate that, per your request, the $58.00 payment was transferred to your daughters Boost Mobile account on September 17, 2023.

No compensation will be given for this issue.

Sincerely,

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

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

                *********************
Customer Answer
Date: 11/15/2023

Complaint: 20755461

I am rejecting this response because:
Several reasons actually, but let's start here MY DAUGHTER DOES NOT have a boost mobile account and further even if she did I did not authorize any transfer of those funds to any account. I was told explicitly from multiple representatives (which I've saved screenshots) that the refund was sent back to my original payment method which would be my debit card. Now after all of this time it's been transferred to my daughter's imaginary boost account. This stuff is the reason I'm seeking compensation for lost time and wages because it's absolute nonsense and a waste of time. Another reason I reject your response is if I paid for activation and a ported in number and you can clearly see that didn't happen why wouldn't you just refund me the ****** in the first place as per the policy or 10 days. Your company failed to provide the service I paid in full for and to only receive 60 dollars after giving the phone back to the merchant is unacceptable to say the least. You've at this point wasted so much of my time that I'm going to file a civil suit seeking the maximum amount of ********. It will cost me even more money and more time to file suit and I was hoping to have this resolved but I'm not surprised given the experience I've had so far that here we are with another tall take of where my money went. You're not keeping my money. It's not going to happen and by responding without facts you're further proving that the care that goes into these responses is just as much as the customer service that you provide daily.

Sincerely,

***********************************
Business Response
Date: 12/05/2023
December 5, 2023

***************************************
**************************************************************** 19134

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

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

On December 1, 2023, we received your rebuttal, dated November 30, 2023, filed with the Better Business Bureau.

You stated that your daughter does not have a Boost Mobile account, and you did not authorize the transfer of the payment on September 16,2023. You asked for an explanation why we would not refund the initial $185.00 payment since the account was never activated.

The payment transfer on September 16, 2023, was a legitimate transfer, with the correct PIN numbers for both accounts provided during the call. If you did not authorize the transfer, please file a police report, as a crime has been committed, and dispute the payment through your financial institution.

The initial payment was made to a Boost Mobile retail store.All Boost Mobile retail stores are independently owned and operated. Boost Mobile therefore, has no record of that payment, and as such, cannot provide a refund.

Sincerely,

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

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

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

Complaint: 20755461

I am rejecting this response because:
I find it ironic that you now suggest I contact the police for fraud, as when I was in the store and the merchant refused to refund me that is exactly what I was about to do when the boost mobile agent on the phone (from corporate) and the store employee asked me to reconsider as they were willing to process a refund (corporate) on behalf of the merchant. Boost mobile is the name on the door so maybe instead of having a department that specializes in these complaints you could split it up and have a department that specializes in researching the merchant before attaching your name and product to a notoriously sketchy person. In researching this specific merchant I've found ******************************************************* similar and along the lines of failed activation and failure to refund. Out of the 42, 39 of which were within a 90 day time period as my issue. 3 of them were just shy of that. That's a profit for the merchant of over $4600.00 with delivering no goods or services as like me the 39 also gave the merchant back the "free" device and never received a refund. If the merchant had their name on the door I'd have gladly directed my complaint to them as you need to understand I have no trust or faith in boost mobile and that is a direct result of the way business has been conducted. Over the course of a month in trying to resolve this I personally spoke with 14 representatives and all 14 had a different explanation of where my refund was. 11 of those reps confirmed that a refund was processed by corporate back to my original payment method and only after the complaint was filed this new fairytale emerged where I authorized the refund to be applied to my daughters imaginary boost mobile account (she has xfinity btw Ishoukd know because pay her bill). I can't wrap my head around why you would want this type of negativity to be associated with your brand and I am sure glad that I was born with that little something extra that doesn't allow a person to quit (ANY AND EVERYTHING I SEE IT THROUGH TO THE END) because when this is over I will have been made whole and maybe this will have taught a ****** to the thieving and scheming merchants that blatantly and consistently exhibit predatory, intentional and corrupt business transactions with (what I can now only assume is) your consent to do so under the brand you've built thus far. I will be contacting the police department tomorrow to make sure there is an official report made with the response you've provided and the information therein. I'm pretty confident given your insistance that my refund was applied to another account that it was done so by an employee at that location because they are the only person/s besides myself that would have been able to provide a pin number. I am curious what you plan to do then to rectify the situation if anything at all? I can easily prove I didn't make that call to authorize it as your calls are recorded. I am also curious as to why this theory wasn't disclosed to me (the account holder calling relentlessly looking for my refund) before having contacted the BBB to file a complaint. Should that information been provided sooner it could have avoided all of the drama that i now refer to as the boost nightmare. You would think common sense would have hit at least one of the 11 reps and they'd have alerted the proped team to investigate this. Unless of course you're okay with this too. Thank you and enjoy your evening.

Sincerely,

***********************************
Initial Complaint
Date:10/19/2023
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 got a IPhone 13 February 28 ***** on boost up and the last payment says Sept 1,2023 .. but they still say I owe them 2 more boost up payments .Dish wireless took over ,Boost network and theyre telling me I got my phone in May ***** but the contract dont lie . .. I downloaded it off their app and have my original receipt. Ive called plenty times ,even the boost representative from the store I purchased call .. Im getting no where . One thing for certain I dont want nothing to do with these folks ever again , they dirty ! Its not much money buts its my money .
Business Response
Date: 11/15/2023
November 14, 2023

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

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

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

On October 20, 2023, we received your complaint, dated October 19, 2023, filed with the Better Business Bureau.

You stated that you received an iPhone on February 28, 2022,through the BoostUP! program, and your last payment was listed as September 1,2023. You indicated that once DISH Wireless took over, you were told you received your phone in May 2022 and you were charged a BoostUP! payment after September 1, 2023. You requested these charges stop, and to receive a refund of the October 2023 charge.

After speaking with our refunds team, I can confirm that a refund of $23.00 will be issued for the October 2023 charge to your last used payment method on file.

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

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

Customer Answer
Date: 11/16/2023

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,

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

Customer Answer
Date: 12/06/2023
This issue has not yet been resolved . They said they refund the my refunded and credited my account .. I never received them . For the month of Dec , they charged me 80 then gave me a 23$ credit from the 80$ that I was only suppose to be paying 57$ anyway . I paid 80$ last month and it now says I paid 57$ and they gave me a credit ..So basically they taking 23$ off of what Ive already paid and making it a credit .. but Ive still paid 46$ that they still have , when clearly the contracts says September 2023 was my last payment Im convinced these people are just going to s**** me either way .. I cant win ! These are crooks !
Customer Answer
Date: 12/06/2023
This issue has not yet been resolved . They said they refund the my refunded and credited my account .. I never received them . For the month of Dec , they charged me 80 then gave me a 23$ credit from the 80$ that I was only suppose to be paying 57$ anyway . I paid 80$ last month and it now says I paid 57$ and they gave me a credit ..So basically they taking 23$ off of what Ive already paid and making it a credit .. but Ive still paid 46$ that they still have , when clearly the contracts says September 2023 was my last payment Im convinced these people are just going to s**** me either way .. I cant win ! These are crooks !
Business Response
Date: 12/15/2023
December 13, 2023

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

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

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

On December 12, 2023, we received your rebuttal, dated December 12, 2023, filed with the Better Business Bureau.

You stated that you were not credited the correct amount after overpaying your bill on October 6, 2023. You said that you are owed $46.00 due to overpayment between October and December 2023. You requested a refund for this amount.

When I called you today and left a voicemail, I informed you that I would credit your account the $46.00, as requested.

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

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

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