Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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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.
- 1,515 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/09/2023
Type:Product IssuesStatus: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.
Ive been with Boost Mobile for 10 plus years. They switched my account to a different plan without my approval and after wasting hours on the phone with customer service they have found zero ways to make right their wrongs. You would think they would try to take care of loyal customers, especially when it's their s**** **** instead of just giving them the middle finger. Its horrible customer service and its both unethical and dishonest to change the phone plans of customers without their prior approval. Especially after taking payment.Business Response
Date: 11/03/2023
October 18, 2023
*******************************
********************************************************************
Re: BBB Complaint #********
*************
Dear ****************:
On October 11, 2023, we received your complaint, dated October 9, 2023, filed with the Better Business Bureau.
You stated that your plan was changed without your authorization. You requested a billing adjustment.
Our records show that you accumulated a large number of Boostcoins and you were trying to apply them to the account. The account was suspended at that time and the Boostcoins could not be applied to the account.You spoke to an agent who offered to change your plan to a $25.00 plan and provide a free month of service. This change was made on September 8, 2023. We have no record of how the plan was changed after that date.
We regret any inconvenience this may have caused.
Our records also show that you have since ported your phone number to another carrier.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:10/09/2023
Type:Customer Service IssuesStatus: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 6 my phone was disconnected after I paid my bill on September 30th. No bill was due at the time it was disconnected. I received a text message to prior to my phone being disconnected informing me to pay my bill. I then tried to call the 611 number for customer service and I I was told I needed to send an email to **********************************. This email was given to me only after I had been hung up on 3 times and given no firm explanation as to why my account was not active and was disconnected. I felt like my account had got hacked. They at first told me there was a nation wide shortage but then they said it was due to my SIM card. Finally they said my account was suspended because I didn't comply with their terms and conditions. No one can tell me why my account is still suspended and I am now paying on a phone that does not work. So I went back and she told me my SIM card was not matching my SIM card so she gave me a new one. She told me there was no reason for me to send an email because your sons phone would not be active. So they are giving me the run around.Later commercial and long usage was then the reason for my account to be suspended. I want this resolved immediately.Business Response
Date: 11/07/2023
October 30, 2023
*******************************
****************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On October 14, 2023, we received your complaint, dated October 9, 2023, filed with the Better Business Bureau.
You disputed the suspension of your Boost Mobile account due to violations of Terms & Conditions, as you said no one has given you an explanation as to what was violated.
Your account was suspended due to Traffic Pumping, also known as Access Stimulation,which is a violation of ******************************** (FCC) rules. You were provided notifications via SMS text messaging and/or email to stop or risk a suspension of service. For more information regarding this practice, you can email ************************************ You can also visit ******************************************* or call ****************.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:10/08/2023
Type:Product IssuesStatus: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.
In summary, I cancelled my service and then a week later the service was auto renewed for another entire month. I have contacted support and was credited only a small percent of this amount. The following are the details.On 05/28/2023 I paid $22.18 for the service period of (5/28 - 6/27).On 06/21/2023 I called Republic Wireless and cancelled my service and had my phone number ported to another carrier (before the period end date of 6/27).On 06/22/2023 my number was ported to my new carrier and I no longer had service on Republic Wireless.On 06/28/2023 I was charged $22.18 for the next period of service (6/28 - 7-27) even though I had cancelled a week prior and no longer had service.On 07/05/2023 I received an email that indicated that my service had just been cancelled. I had no service since 06/22.I called Republic Wireless support at some point here and asked why I was billed another month when I had cancelled before the next billing window started. I explained all the details I have listed above. A support ticket was created and I was told I would be contacted.On 07/20/2023 I received $7.39 credit to my credit card. I never received an email or call from the company to explain how this amount was calculated. I was expecting $22.18 since I was charged for an entire month that was auto renewed when I had cancelled a week before the renewal date I was charged for.I called Republic Wireless support again and asked why only this smaller amount was credited and how it was calculated. The service representative could not give me an answer and said that she was surprised I received anything at all as they don't usually give refunds. Once again I explained all the details above and another support ticket was created.As of now I still have received no communication about this issue.Business Response
Date: 10/13/2023
October 11, 2023
*******************************
***************************
*****, ** 61874
Re: BBB Complaint #********
A00212487 - *************
Dear ********************:
On October 9, 2023, we received your complaint, dated October 8, 2023, filed with the Better Business Bureau.
You stated that you canceled your account with ********************, but one week later, you received a charge for a full month of service. You said your previous payment covered you until June 27, 2023. You mentioned that you received a partial refund for $7.39, but not the full amount of $22.18. You indicated that you have called customer service several times, but you have not received your refund despite tickets being opened. You requested your refund.
Our records indicate your account was not disconnected until July 5, 2023, which is why the automatic payment withdrew on June 28, 2023, for $22.18.
A check refund for $14.79 was submitted on October 10, 2023.Please allow up to 21 business days for processing and delivery.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Republic Wireless, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 10/13/2023
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.I understand that their records indicated that I closed the account on July 5th; however, I don't understand why their computer shut down the account 2 weeks after I called to cancel on June 21st. I apricate the refund.
Sincerely,
***************************Customer Answer
Date: 11/18/2023
I never received the promised refund.Business Response
Date: 12/01/2023
December 1, 2023
*******************************
***************************
*****, ** 61874
Re: BBB Complaint #********
A00212487 - *************
Dear ********************:
On December 1, 2023, we received your rebuttal, dated November 30, 2023, filed with the Better Business Bureau.
You stated you are rejecting our response, as you have yet to receive your promised refund.
As you have indicated you did not receive the refund check,a replacement has been sent out. Please allow up to 21 business days for processing and delivery.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Republic Wireless, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:10/08/2023
Type:Service or Repair IssuesStatus: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 transitioning from Republic wireless to boost infinite, the description says you keep your same phone and your same coverage. That is not the case. I was told today that I would have to buy a new phone because my phone is not compatible. I have spotty coverage nothing like before.Business Response
Date: 10/13/2023
October 12, 2023
*****************************
**********************************************************************
Re: BBB Complaint #********
896225026868/444075435608 - *************
Dear ******************:
On October 9, 2023, we received your complaint, dated October 8, 2023, filed with the Better Business Bureau.
You said that Republic Wireless is transitioning to Boost Infinite and you were informed that you would be able to keep your same phone and coverage; however, you are now being told you have to purchase a new phone,as yours is not compatible with the network. You also mentioned your coverage is worse. You requested assistance.
My attempt to contact you on October 11, 2023, was unsuccessful.I submitted four tickets requesting replacement *** cards for you on all four lines. They will be shipped out within two business days. These *** cards will switch the network on your account to one with which your phone is compatible.We have also verified that you will receive coverage under this network, so this should improve as well.
If you continue to experience problems with the service after you activate the *** cards, please contact customer service at **************, so additional troubleshooting can be completed.
Please note that both your accounts have received a credit for one month of service for all four lines.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Republic Wireless, L.L.C.
cc: ****** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************;Customer Answer
Date: 10/13/2023
Complaint: 20711929
I am rejecting this response because:I missed the first phone call and attempted to get in touch three more times. Left my phone number and no reply. I will wait until I receive the *** cards and have them installed to see if the function of the phones are adequate.
The discount for the month is a nice gesture, but I also need to make sure I receive my pricing at the original Republic wireless pricing for 6 months.
Sincerely,
*************************Business Response
Date: 10/20/2023
October 20, 2023
*****************************
**********************************************************************
Re: BBB Complaint #********
896225026868/444075435608 - *************
Dear ******************:
On October 19, 2023, we received your rebuttal, dated October 19, 2023, filed with the Better Business Bureau.
You rejected our response because you are going to wait until you receive the *** cards and install them to see if this is adequate.You stated that while the discount was a nice gesture, you would like to make sure your price is going to stay the same for six months.
Our records indicate you were sent *** cards for all your lines, which were received but have not yet been activated. If you need assistance doing so, please visit ************************************************************ or call ****************.
For the first six months, after the account has been migrated over to Boost Infinite, you will pay what you were paying with Republic Wireless for each line. After six months, you will be charged $25.00 per month per line. For more information regarding this, please visit ***********************************************************************************************************.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Republic Wireless, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Customer Answer
Date: 11/01/2023
I have received the new *** card but they have still not been installed because their techs say work is being done on their end still. Also my billing was incorrect and I am not sure at this point if it has been fixed yet or not. I was told that it would be but I have not witnessed it again for myself yet. I am still dissatisfied with the results so far. As I had originally stated their advertise to keep your phone and your coverage. I talked to the representatives at one point was told I would have to buy new phones to have the same coverage. We will see what happens if and when they give me instructions on installing the *** cards.Business Response
Date: 11/20/2023
November 17, 2023
*****************************
*******************************
*************** 97543
Re: BBB Complaint #********
************ / ************ - *************
Dear ******************:
On November 16, 2023, we received your second rebuttal,dated November 16, 2023, filed with the Better Business Bureau.
You stated you rejected our response, as you have received the new *** cards, but have yet to install them. You also mentioned you are unsure if they will work, as you have yet to receive instructions on how to install the *** cards. In addition, you indicated your billing is incorrect.
Here is a link to our website, *******************************************************, which will provide you with instructions on how to set up your *** card. If further assistance is needed, please contact ************.
Our records indicate your account did not have the $20.00 monthly credit applied to it. A ticket has been submitted to our billing team to get this corrected. In the meantime, one $20.00 credit was applied to your account.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Republic Wireless, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Customer Answer
Date: 11/20/2023
Complaint: 20711929
I am rejecting this response because: I have 2 separate accounts and both are to be billed at my previous rate for 6 months. Not just 1 account.I was told by your tech support they would be contacting me for instructions on how to install the *** cards and to not attempt to install them on my own.
Your reply is giving me conflicting advice about the *** activation and I tend to lean towards trusting the advice of the technical support team over ************** on this matter. If you would have a technician contact me and have them walk me through installation, I will gladly do that. Correct my billing for both accounts and make my phones work like they used to and I will gladly close this ticket.
Sincerely,
*************************Business Response
Date: 12/06/2023
December 6, 2023
*****************************
*******************************
*************** 97543
Re: BBB Complaint #********
896225026868/444075435608 - *************
Dear ******************:
On December 6, 2023, we received your third rebuttal, dated December 5, 2023, filed with the Better Business Bureau.
You stated that you are rejecting our response, as you want someone to walk you through how to install the *** card over the phone. You also requested the billing be corrected on both of your accounts.
In our last response, we provided you with a link that gives step-by-step instructions on how to install the *** card. Please note that if you choose not to follow the steps, you may call customer care at **************.
You were previously provided a credit on both accounts to correct the billing issue. These billing issues were previously escalated and the bills should reflect correctly on your next monthly recharge date.
While we regret that you do not agree with the solution we proposed in our previous correspondence, we believe we have offered you a considered and fair option in response to your complaint. At this point, we respectfully consider the issue closed.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Republic Wireless, L.L.C.
cc: ****** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Customer Answer
Date: 12/08/2023
Complaint: 20711929
I am rejecting this response because:I have had a long discussion with the tech department, and they have told me that there is a known issue when transferring previously Republic wireless customers to boost Mobile. They told me if I replace the *** card there is approximately a 15% chance that it would work.
Further they told me that if it did not work there was a possibility that my phone would not work at all. My phone currently works but my coverage is nowhere what I used to have and I am not willing to lose my phone completely based upon a 15% chance that it will work.
They have stated that they are working on the problem and hope to have it resolved but there is no known time frame.
Hopefully this explains my reluctance to follow the directions that you sent me. When tech support is telling me there are known problems already with a very small chance of it working. I have four phones that the coverage is poor on.
As I previously stated, fix the billing and fix the phone coverage and I will drop all complaints.
Even though you have corrected my billing, with the lack of phone coverage, I question paying even the discounted price when the phone is not correctly working.
I am giving boost Mobile every opportunity to correct this error. The changeover was advertised as keep your phone and keep your coverage. That is all I'm asking for.
Sincerely,
*************************Initial Complaint
Date:10/08/2023
Type:Service or Repair IssuesStatus: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.
My grandma helped pay for my phone bill which was only $50. The next day they switched me to a plan I didn't want and then tried to make me pay again to get the plan I already paid for. They told me my grandma had to dispute the charges. Once my grandma disputed the charges they suspended my account. They told me that once my phone was fully paid off they would unlock it. I had switched to another phone company. I have been trying to get the phone unlocked and they are refusing to unlock the phone that I have paid for. They take people's money and s**** them over. They also advertise a separate Wi-Fi hot spot in a plan and it is not separate. It is actually part of the mobile data. They misrepresent themselves by telling customers different things that aren't true.Business Response
Date: 11/01/2023
October 24, 2023
*************************
******************************* 1
*********, ** 49008
Re: BBB Complaint #********
*************
Dear ************:
On October 11, 2023, we received your complaint, dated October 8, 2023, filed with the Better Business Bureau.
You sated that your grandmother previously paid your phone bill, but due to you disputing the charges with her bank, your service was interrupted. You indicated that you were informed that once your phone was paid off, it would be unlocked. You mentioned that Boost Mobile also advertises a separate Wi-Fi hotspot plan when it is not separate. You requested Boost Mobile be shut down for misrepresentation.
Boost Mobile has historically provided service on the **** Network, which was operated by Sprint. After Sprint and T-Mobile merged in July 2021, T-Mobile announced its plan to shut down the remaining Sprint cellular towers, meaning phones that accessed the Sprint Network would no longer work.Despite our requests to delay this, T-Mobile refused and the old network started being decommissioned on March 31, 2022.
Due to this occurrence, all active accounts were migrated over to our new platform. As you did not have an active account with ************************* account information was not migrated into the new platform.
Boost Mobile will unlock a device under the following circumstances:
?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months
As your device was not active on the account for 12 months,we decline your request to unlock the phone.
Boost Mobile is a prepaid service; therefore, the entire account balance is required to be paid in advance of the new billing cycle start date.
Please note that Boost Mobiles website states, A mobile hotspot provides data connectivity to other internet-capable devices. Mobile hotspot data allocations vary by plan. If you use your phone as a hotspot,it'll pull from your **************** data allotment. Please visit ********************************************************************************* for more information on Boost Mobiles plans.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:10/08/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a sim card from Boost to check there services versus 2 other carriers. My device was already approved by US Cellular and was unlocked from ******* 3 years ago and on 9/20/2023 was verified unlocked and compatible by US Cellular and they mailed me the eSim with an already approved number. Boost had more data so I wanted to see if there service was better so I received and installed the Boost sim. Unhappy about the services from Boost I go to swap to the already pre-approved service from UScellular when I am notified that my phone is no longer compatible with them. Upon contacting Boost mobile October 8 2023 I an told by the Boost support agent that my IMEI has been locked to Boost and that I have to complete a service term with them and get approval to "port-out" before they will unlock my IMEI so I can switch carriers. I was not informed when I purchased the Boost sim card that it would lock my phone to Boost or that I would have to get permission to leave Boost. If I had known this I would not have purchased or used any Boost Mobile service. I am including a photograph of the papers where I received the sim from UScellular to use my phone on their network and a screenshot of where my sim is no longer compatible since installing the Boost Mobile sim.Business Response
Date: 11/01/2023
October 20, 2023
Mr. ***************************
**********************************
***********, ** 27803
Re: BBB Complaint #********
************ - *************
Dear **********************:
On October 11, 2023, we received your complaint, dated October 8, 2023, filed with the Better Business Bureau.
You stated that you purchased a Boost Mobile SIM card to compare services with other providers, and you claimed you were not informed that your device would be locked to the Boost Mobile Network. You requested your device be unlocked.
Boost Mobile will unlock a device under the following circumstances:
?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months
Our records show your device is currently unlocked.
MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it.Additionally, unlocking a device may enable some functionality of the device,but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Customer Answer
Date: 11/01/2023
Complaint: 20710907
I am rejecting this response because: it is not a boost device, it is a ******* Wireless device and the **** was locked by them when I added my **** to boost.
Sincerely,
***************************Initial Complaint
Date:10/08/2023
Type:Customer Service IssuesStatus: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 noticed that there was an increase in my cell phone bill for the first time with October 9 due date. I used chat to inquire about the $.38 increase. **************** at ******************** responded that it is for taxes. I asked why starting October, 2023 was I paying taxes, shouldn't I have been paying taxes the past 3+ years that I have been using Boost Mobile? And I asked him whether I owe back taxes since Boost Mobile hasn't charged me that whole time. **************** representative responded: please call the customer service at ******************** and speak to a live representative. I personally am being transparent and feel comfortable using the BBB as a transparency tool rather than calling a customer service representative that is recording the conversation. That doesn't provide coverage or proof for myself, the consumer. So I am requesting a response using BBB as a transparency tool on whether or not I owe $.38/per month for taxes since I opened the Boost Mobile account which was several years ago?Business Response
Date: 11/01/2023
October 19, 2023
Free Karma
1002 ***********.
**********, ** 62024
Re: BBB Complaint #********
*************
Dear Free Karma:
On October 10, 2023, we received your complaint, dated October 8, 2023, filed with the Better Business Bureau.
You stated that your monthly recurring charge increased by $0.38. You spoke to our customer care department and found that these charges were for taxes. You requested that we clarify whether you owed these taxes for previous months.
Our records indicate that a minor plan change was made on September 21, 2023. The previous plan included taxes in the price of the plan.The plan that you are currently on charges taxes in addition to the price of the plan. You do not owe any back taxes on the account.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:10/07/2023
Type:Service or Repair IssuesStatus: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 issues every step of the way with purchasing an iPhone 15 Pro **** My phone number with Boost Infinite is ************. I placed the preorder and it shipped out on the 22nd on the release date. I called in to cancel before it was shipped out and asked for it to be returned to the sender. They wouldn't comply so I picked up the package from the *** store and called Boost about returning the package. I initially got an email back saying my order was not eligible for a return. Brand new phone never opened or used. and I was lied to about the return policy. I escalated and got another email back saying they would process my return and please write the included RA number on the package yet the email included no RA number. It's like they are purposely making it hard to return the device. So today I went to the *** Store and used my own money to ship the iPhone back that is still within my return window. I don't want any issues with them saying the phone was open or used or that they can find the return. It should arrive on Wednesday. I want my refund back on the taxes and plan adjuments I paid for the iPhone. and I also want my entire account canceled. I have everything documented and pictures taken.Business Response
Date: 10/13/2023
October 10, 2023
*******************************
********************************
******, ** 35244
Re: BBB Complaint #********
************ - *************
Dear ******************:
On October 9, 2023, we received your complaint, dated October 7, 2023, filed with the Better Business Bureau.
You said you purchased an iPhone 15 Pro *** and requested the order be canceled. However, it was not and the phone was delivered to you on September 22, 2023. You then reached out to customer service requesting to return the item. You also indicated that you received an email indicating the phone was not eligible, and then another email indicating it was eligible, but it included no RA number. You requested a refund and for your account to be closed.
Our records indicate that on September 22, 2023, you informed customer service you were not going to be home during the delivery window, which is why you wanted the order canceled. As Boost Infinite is unable to cancel or modify a delivery order, you were instructed to return the package once you received it.
On October 6, 2023, a RA number ************ was created. Please note that once the phone has been returned and passed the return inspection process, it can take up to eight weeks before your refund is credited to your credit card. For more information regarding Boost Infinites return policy, please visit ********************************************************.
In order to cancel your account, please contact customer service at **************, as you will need to give authorization that once the account is disconnected, the phone number will not be recoverable.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
*********************************************;
******,** 80210
*********************;Customer Answer
Date: 10/17/2023
Complaint: 20709690
I am rejecting this response because: I want my money back in original form of payment not as a credit on this account. I paid with a debit card linked to my bank account.
Sincerely,
***************************Initial Complaint
Date:10/07/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was having some slowness and called Boost Infinite for support. They transferred me to tech and someone answered. They both sounded ********, which was impressive. However, the person who answered, during troubleshooting, asked me to delete my old eSIM from when I tried to transfer my device, and then said I would need to delete and reactivate the eSIM provided by Boost Infinite. Once I did so, we spent nearly two hours trying to receive and activate a new eSIM on my phone without success. ******* said I would get a followup the next day but would not have service until then. This line is my lifeline because I am an independent contractor in broadcasting as a freelancer and I rely on text messages and calls to receive opportunities regarding new work. The actions recommended to me tonight could easily cost me several thousands of dollars. They were not able to set up call forwarding for me and only said I would be getting a $10 credit to the account.Business Response
Date: 10/13/2023
October 11, 2023
***************************
******************************
*********, ** 76016
Re: BBB Complaint # ********
************ - *************
Dear **************:
On October 9, 2023, we received your complaint, dated October 7, 2023, filed with the Better Business Bureau.
You reported that you are experiencing technical issues. You requested the cancellation of your device financing plus $1,000.00 in compensation.
A review of our records show that an agent attempted to reach out to you on October 9, 2023, but was unsuccessful.
Please access your Settings menu, choose Cellular then turn on Wi-Fi calling. You will see a prompt to update your Emergency Address.
If the above steps do not resolve the issue, please contact us at ************** for further troubleshooting.
While we sincerely regret any inconvenience this issue may have caused, we are unable to cancel your financing or provide you with the compensation you requested.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
***************************************************************** / ******* Better Business Bureau
****************************************
******,** 80210
*********************Initial Complaint
Date:10/06/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a prepaid boost phone that has no contract or bill. I purchased a $45 card to add mins today. However since I hadn't utilized the phone in a while, I'm assuming it has to be reactivated. However the language barrier from their agents is a major problem. I had to ask for a manager after 40 mins and within that 40 mins our connection was good. Ten mins after speaking to a manager I was muted and acted as if my signal was bad. I got hung up on, without the agent getting my phone on and the mins added. The prepaid cards are nonrefundable. I have been sitting in ******* parking lot for an hour now with my time wasted and my phone is still off. Great job to all the companies hiring cheap labor for their customers to have nightmares! Fix my issue or kindly issue me a refund! Give me the option to speak with a person who understands English and not read scripts.Business Response
Date: 11/01/2023
October 17, 2023
Ms. *************************
*********************************
***********, ** 21060
Re: BBB Complaint #********
*************
Dear ******************:
On October 9, 2023, we received your complaint, dated October 6, 2023, filed with the Better Business Bureau.
You stated that you purchased a $45.00 Re-Boost card to reactivate your service; however, you were unable to apply it to your account.You also indicated that you had trouble understanding the representatives with whom you spoke and a manager muted you and acted as if the connection was bad.
Our records indicate that the Re-Boost card was applied to your account and the service was restored on October 9, 2023.
Regarding your customer service experience, recordings of the relevant conversations with our agents will be reviewed and appropriate action will be taken internally.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Customer Answer
Date: 11/07/2023
Complaint: 20707248
I am rejecting this response because:
Sincerely,
*************************Customer Answer
Date: 11/07/2023
AT&T has refused to replace the phone and refered me to ******** They are aware that ******* will not replace my phone and has not called me back as of yet( *******) AT&T is who I pay for insurance and warranty. AT&T is aware that my phone brand has a glitch in them and this is my second phone with the same issues. The warranty states that ******* will replace any defected device however ******* says they no longer replace phones. As the customer, I should not have to call for months and talk for 8 hrs a week, to get a replacement. AT&T is refusing because they sent my current phone ( which is defected), and says it will be the second one that they have to pay for. They made me aware that my phone is expensive and they will take a loss. However I have to pay for an expensive phone and it does not work properly and sometimes not at all. I have exhausted all resources and to much of my time trying to get a working phone. I asked why AT&T would use ******* if they will not honor their commentments. The ******* agents that I have have spoke to are all agents with a massive language barrier and are very rude. They were also rude to the AT&T rep that did a 3 way call with me. I expect AT&T to fix my issue with a working phone because they are who I pay monthly. If ******* does not honor what AT&T tells us, it is AT&T job to fix the issues rather than make their customers get rejected over and over with no results. AT&T told me to use my insurance claim which cost $300 and they will pay half. That is still unfair because insurance claim is when I broke the phone and you only get maybe 2, but I should not have to do that because they sent me a defected device. The corporate IT said that he recomended for AT&T to send me a new phone and a different brand, but the ******* made the choice to say no because AT&T would be paying out of pocket. As they should! Therefore my issue will not be fixed until AT&T sends me a working phone!
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