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
- 5,004 total complaints in the last 3 years.
- 1,512 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:10/05/2023
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 contacted their company before I moved in order to insure they covered the area I was moving to and they assured me they covered the area. So I made a purchase of a phone and a phone plan, with their advisement, and tried activate the phone. Over a period of a month of attempting to activate the phone and being told it was some technical issue they had to resolve they finally told me they don't actually serve the area I moved to. I only ever made a purchase because they said they served my area and for over a month said they were trying to activate my phone all while telling me I had to buy another phone plan or sim card until I asked for a refund and they told me flatly no, on several occasions.Business Response
Date: 10/30/2023
October 12, 2023
*********************
*************. PDJ
*********, ** 49849
Re: BBB Complaint #********
************ - *************
Dear ************:
On October 6, 2023, we received your complaint, dated October 5, 2023, filed with the Better Business Bureau.
You stated that you were unable to activate your Boost Mobile service line. You requested that we refund your initial payment of $40.64 made on September 6, 2023.
Our billing team has issued a refund of $40.64 back to your payment card on October 9, 2023. Please allow three to five business days for processing.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 10/30/2023
Complaint: 20699169
I am rejecting this response because:
I wish to receive compensation for the purchase of the phone, which was only bought after boost mobile told me they served the ********* area. I only bought the $150 phone because both their website and ************* me they covered the area I was moving to. It's false information they are not only giving to me but their customers too. Their actions directly caused this distressing situation which made me lose a job opportunity I had set up several months ago and since I've been struggling to find employment in the field I'm qualified in.Sincerely,
*****************Business Response
Date: 11/08/2023
November 8, 2023
*********************
175 County Rd., PDJ
*********, ** 49849
Re: BBB Complaint #********
************ - *************
Dear ************:
On November 8, 2023, we received your rebuttal, dated November 7, 2023, filed with the Better Business Bureau.
You stated that you were forced to purchase a new phone due to the poor Boost Mobile service in your area. You requested a refund of $150.00.
As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control.
In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections,slower service speeds, etc.) may impact the quality of service.
Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified.
Please note that Boost Mobile does not issue refunds for devices that were not purchased directly from Boost Mobile. We regret any inconvenience that this may cause.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 11/09/2023
Complaint: 20699169
I am rejecting this response because: it was upon your advice I ended up in this situation, I took step after step to protect myself but you guys wasted a month trying to activate a service that you never would be able to activate. Rather than be transparent with your customers you filled me with a false sense of hope when you should have stated from the beginning that the issue couldn't be resovled, the fact that I've had to take these matters to a third party to get any sort of decent correspondence with your company is ridiculous and I should be compensated for the loss of job opportunities. It was your company beating around the **** for a month that put such a financial strain on me I on several occasions tried to just get a refund but I was told your company doesn't do that, to only find out from one of your supervisors that you guys actually do but he was going to fix my problem and I'd have service in 30 minutes. You lied, from the beginning you lied to me, and rather than ever take accountability for these actions you lied to me more until I brought in a third party, I'm seeking a fraction of the money your company made me waste. Your business practices have been deceptive and harmful directly to your customers, I'm not the only person with complaints about this and I'm certain I won't be the last person to bring in a third party over these business practices.
Sincerely,
*****************Customer Answer
Date: 11/17/2023
What about any of their response was good faith? They lied to me on several occasions saying they don't issue refunds, and they lied about serving this area of ****** they don't have service in the entire county, the fact they lied officially is ridiculous. I have no idea how you can see this as resolved, their actions made me lose out on over 4k in wages because they weren't up front about the service in this part of the state being incredibly spotty, Marquette county is one of the largest counties in ******** and they don't have service in any part of it, neither did the service work before I moved up here in the lower peninsula. Their service never worked from the beginning and rather than compesate they told me repeatedly to buy another plan and try again, ******* says it's in their policy that boost mobile handles everything and theres nothing they can do because they dont have anything to do with the phones besides a sale. I was simply asking for a refund which ******* says I should be getting from boost mobile. How is it okay for companies to lie to their customers and the organization that set out to stop poor business practices is just allowing it?
Initial Complaint
Date:10/05/2023
Type:Order 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.
Boost phone purchased on Boost Website arrived with defective screen amongst other issues. I complained right away to Boost, they refused to replace it. After several online and offline trials, phone was activated through the phone remotely because Boost physical stores in several cities in ******** refused to activate it because they said that I did not purchase the phone from them and that I should instead call their ***************** **************** via phone would send me to boost stores, vice versa. The phone once activated had dropped calls, bad signal, defective screen, often difficult to answer calls. Now the phone has failed completely, and I am not able to answer or make any calls.Boost refuses to sign me up for the *** Federal discount program as well. Again, the Boost Mobile **************** via phone would send me to Boost stores, who would send me to their physical stores. I have been asking for my Account number and Transfer pin and ******************** refuses to provide it. I have medical disabilities, which Boost Mobile officials were informed of, and it is almost impossible to go about my medical and personal obligations without a reliable or working phone.Business Response
Date: 10/31/2023
October 31, 2023
*******************************
**************************************. 4C
Arverne, ** 11692
Re: BBB Complaint #********
************ - *************
Dear **************:
On October 6, 2023, we received your complaint, dated October 5, 2023, filed with the Better Business Bureau.
You maintain that Boost Mobile refused to replace your defective device and would not sign you up for the
Affordable Connectivity Program (***).
A review of your Boost Mobile account indicates you successfully ported your number to a new provider on October 9, 2023, and on several occasions, you were advised to work with the device manufacturer for any warranty-related concerns.
According to the National Verifier for the *** benefit, your original *** application was submitted on July 5, 2023, and was approved;however, on July 20, 2023, the application was canceled. I had advised you to visit a Boost Mobile retail store to submit a new *** application, and I asked you to contact me with the new application ID, which I never received.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Initial Complaint
Date:10/04/2023
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.
Boost had refused to take my phone off the lost and stolen list which I never reported my phone to be lost or stolen. Theyve also refused to let me switch and said they purposefully put my phone on the listBusiness Response
Date: 10/27/2023
October 17, 2023
***********************************
*************************************************************************
Re: BBB Complaint #********
*************
Dear ******************:
On October 5, 2023, we received your complaint, dated October 4, 2023, filed with the Better Business Bureau.
You stated that you requested Boost Mobile remove your device from the lost/stolen list (as you never reported it as such). You also said that Boost Mobile would not let you switch providers.
We found that your device with IMEI #*************** was placed on the national GSMA list by ******* on December 29, 2022. Boost Mobile is not able to remove devices from this list that are added by other carriers.Please contact ******* for assistance with this issue.
If you want to switch carriers, you will need the following information to begin the porting process: your Boost Mobile account number, ************, and your port-out PIN for **********************.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
***********************************350
******,** 80210
*********************Customer Answer
Date: 10/27/2023
Complaint: 20695786
I am rejecting this response because:
There should be no reason why my phone that I brought from boost mobile should be on ******* GMA list when I brought the phone from yall and if boost mobile knew this then why not tell me the first time instead of lying every time I called and why should I have to do yall job. Boost mobile created this problem and doesnt want to fix it is crazy
Sincerely,
*******************************Initial Complaint
Date:10/03/2023
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.
Purchase new cell phone from Boost online on 8/13/2023 got phone delivered on 8/17/2023 tried to install new phone on 8/20/2023 phone locked up after 4 hour install and facial **** and pin code would not work. Phone dailed 911 on it's own and we could not do anything. We called tech support 4 times. We were told we could return phone to a Boost store. When to store on 8/24 and they explained if purchased online must be returned to online. I came home and called boost for instructions to return it to them. Was told past 10days can't be returned. I filed claim with my credit card company and on 9/30 we got a message from boost suspending my service. I checked my credit card and find a charge back had been done. Boost wanted their money back and suspended service which was paid in full till 10/10. We decided to go to ******* for service and now Boost refused to allow us to transfer my number. They claim can't call me to confirm identity due to suspended service. Then was told go to store to confirm ID and have rep at store call dealer support and we would be given port pin #. Well store rep called and was told collect money from me. She explained to Boost situation and she was hung up on. I wanted my original number due to work calls I get and now will not be able to have contact with dealers for my job. BOOST IS A TERRIBLE COMAPNY. We were with them for over 12 years!!! Right on their page it says 30 day guarantee. This company has called my wife a liar and have laughed saying there is nothing you can do about it.Business Response
Date: 10/27/2023
October 10, 2023
Mr. *****************************
192 *****************.
*******, ** 06451
Re: BBB Complaint #********
************ - *************
Dear ******************:
On October 5, 2023, we received your complaint, dated October 3, 2023, filed with the Better Business Bureau.
You stated that a faulty chargeback was submitted to your account, causing the service to be suspended despite being paid through October 10, 2023. You said we are asking you to pay the funds back for your defective phone. You mentioned that Boost Mobile would not let you port your telephone number to a new provider until this balance is paid.
Please be advised that due to the prepaid nature of Boost Mobile wireless service,when a chargeback is received, the funds are removed from your account and returned to your bank, causing the interruption of your service.
Please also note that until this chargeback is settled, you will not be able to port your phone number to a new carrier until your account balance is satisfied.Please ensure that you satisfy this account balance of $316.38 within 90 days of your chargeback or your telephone number will be released.
If the chargeback was filed in error, please reach out to your financial institution to close this chargeback.
If you are still experiencing issues with your phone, please reach out to the devices manufacturer directly.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
****************************************
******, ** 80210
*********************Customer Answer
Date: 10/28/2023
Complaint: 20690505
I am rejecting this response because: I may not have made myself clear enough the first time: Boost sold us a defective phone and refused to take it back or exchange it. So I disputed the bill with my credit card company who agreed with me. The charge back was for the defective phone NOT SERVICE. Their only response has been pay the bill and suspended service until they got money for the defective phone, I have tried NUMEROUS times to return to them the defective phone but they have refused each attempt. And now they are holding my port pin number hostage. WHO DOES BUSINESS LIKE THIS!
Sincerely,
*****************************Customer Answer
Date: 10/28/2023
Complaint: 20690505
I am rejecting this response because: I may not have made myself clear enough the first time: Boost sold us a defective phone and refused to take it back or exchange it. So I disputed the bill with my credit card company who agreed with me. The charge back was for the defective phone NOT SERVICE. Their only response has been pay the bill and suspended service until they got money for the defective phone, I have tried NUMEROUS times to return to them the defective phone but they have refused each attempt. And now they are holding my port pin number hostage. WHO DOES BUSINESS LIKE THIS!
Sincerely,
*****************************Initial Complaint
Date:10/03/2023
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.
this is a cell phone service they disconnected my phone number without my permission i been talking to them for the pass 7 days to fix this issue no luck with them this phone number i been having for almost 30 years and i need it backBusiness Response
Date: 10/10/2023
October 10, 2023
***************************
************************
*********, ** 48108
Re: BBB Complaint #********
************ - *************
Dear ************:
On October 3, 2023, we received your complaint, dated October 3, 2023, filed with the Better Business Bureau.
You said you lost your phone number after your account was disconnected without your request. You requested the phone number be reactivated so that you may port out to a different provider.
A review of your account shows you reached out to us to find out how to move your phone number to another provider. The agent you spoke with provided you the necessary information to allow this to happen. While on this call, you took advantage of our 30-day money-back guarantee. To facilitate this refund, the account had to be disconnected, but the port out was not completed prior to the disconnection, causing the phone number to be lost.
We are working every avenue we can to recover your phone number. I reached out to you to explain that there is a pending port request from a separate provider, causing interference with this. I requested that you contact the other provider to ensure the port request from them is fully canceled, but you declined to do so. We will continue to work to recover your phone number; however, the port cancelation may increase the possibility to save your phone number.
Sincerely,
*****************************
Senior Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 10/12/2023
On September 25 evening time I called Boost Infinite customer support, seeking to get my account number and transfer pin to port out to a **************** the agent at Boost infinite told me I will go ahead and process a full refund of your monthly billing cycle. I also informed the agent that not to proceed with refund because I was not worried about the refund, so he insist of making the request of the refund. So I woke up the next morning to check my phone and my service was disconnected before I started to port out my number to ************** so I contacted ******* mobile to port out my number to them. They got an error message saying my number from Boost Infinite was inactive. So they canceled the port in request on September 26 also, I have a record of that so I proceeded with contacting Booost Infinite support over 80 times all the agents tried to fix the issue and troubleshoot my line, and they have not come up with a resolution so after making multiple phone calls, every agent told me we submitted a ticket to the back office team and you will hear from us shortly, but I never heard anything from the back office team or anybody contacted me so I was provided with false information and false promises. I also spoke with multiple supervisors and provided me with false promises as well I also made a payment on my account to see if theres anything changes and nothing changed. We also tried to add a new line and I also made a payment on the line also nothing has been resolved. On monday oct 9th I received a phone call from an agent at boost infinite regarding BBB complaint and asked me if I canceled the port in from visible mobile and I told him yes I did and I have a proof of that I contacted and canceled the port request from visible mobile unlike he stated on the note under The BBB Complaint.
They need to figure a way to recover my number and I am waiting for a result and I am willing to do any thing they ask me and to do soCustomer Answer
Date: 10/15/2023
Complaint: 20689753
I am rejecting this response because:On September 25 evening time I called Boost Infinite customer support, seeking to get my account number and transfer pin to port out to a **************** the agent at Boost infinite told me I will go ahead and process a full refund of your monthly billing cycle. I also informed the agent that not to proceed with refund because I was not worried about the refund, so he insist of making the request of the refund. So I woke up the next morning to check my phone and my service was disconnected before I started to port out my number to ************** so I contacted ******* mobile to port out my number to them. They got an error message saying my number from Boost Infinite was inactive. So they canceled the port in request on September 26 also, I have a record of that so I proceeded with contacting Boost Infinite support over 80 times all the agents tried to fix the issue and troubleshoot my line, and they have not come up with a resolution so after making multiple phone calls, every agent told me we submitted a ticket to the back office team and you will hear from us shortly, but I never heard anything from the back office team or anybody contacted me so I was provided with false information and false promises. I also spoke with multiple supervisors and provided me with false promise
Sincerely,
***********************Business Response
Date: 10/23/2023
October 23, 2023
***************************
************************
*********, ** 48108
Re: BBB Complaint #********
133125068537 - *************
Dear ************:
On October 19, 2023, we received your rebuttal, dated October 19, 2023, filed with the Better Business Bureau.
You said that you did not request the refund that caused your service to disconnect. You also stated that the tickets opened provided false hope in saving your phone number.
We are reviewing the process the agent followed when your refund was submitted to ensure it is clear and to limit any potential errors in the future.
Once an account is disconnected, the phone number is considered non-recoverable. Nonetheless, we are attempting to recover your phone number.
Sincerely,
*****************************
Senior Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
***************************************************************** / ******* Better Business Bureau
*********************************************;
******,** 80210
*********************Initial Complaint
Date:10/02/2023
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've been with Boost Mobile for approximately 7yrs. Beginning July of this year my bill went from $87 to $94. When I contacted customer service I was told insurance had been placed on my 2nd line. I did not add insurance. I was assured it would be removed and my account credited. This did not happen, I phoned again and was told the insurance had been removed and again I would be credited as well as permission to only pay my original $87. Two days after doing so Boost debited, without my permission, the alleged remaining $7. September 14 my service was permanently suspended because I violated their terms and conditions by calling a restricted number. I received no warning and received a misleading text about my service being disconnected for nonpayment. Of course i called them because I knew i had paid my account. The number is a conference line utilized by my church for a daily prayer line. Essentially, I had to change carriers and purchase a new device. I was required to purchase a new device because ********************** locked mine because their policy is I had to have owned my device for at least one year. I would like $21 for the insurance charges I did not apply as well as the remainder of my last month's service (September 14-October 2).Customer Answer
Date: 10/13/2023
I'd like to add Boost also sent a false text in order to persuade me to call. The text said my account was suspended for nonpayment. I'd also like to add to my settlement request the price of my device since I was not told that my phone would be locked because I purchased it less than a year ago.Business Response
Date: 11/07/2023
October 17, 2023
***************************
***************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On October 4, 2023, we received your complaint, dated October 2, 2023, filed with the Better Business Bureau.
You said your service was disconnected due to violations of our terms of service. You stated that device insurance was added to your account without your authorization and that Boost Mobile refused to unlock your phone. You requested a refund.
A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy,please visit **************************************************************************.
For any additional concerns regarding this issue,please email ***********************************.
Our records show that device insurance was added to your account when you activated the associated devices.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.
We regret any inconvenience you may have experienced.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:10/02/2023
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.
On 9/22/2023 I ordered an iPhone 15 pro *** from Boost Mobile. They took my money right away and shipped it, but the next day when I tracked my package the tracking said return service requested by sender. Boost Mobile received my phone back to them on 9/29/2023 and I never was able to receive the package. They will not refund me telling me they need to open an investigation and inspect the package. I was never able to receive the package to have it in my hands and now I have no money and no phone.Business Response
Date: 10/26/2023
October 13, 2023
*******************************
***********************************************
Re: BBB Complaint #********
*************
Dear ******************:
On October 4, 2023, we received your complaint, dated October 2, 2023, filed with the Better Business Bureau.
You stated that you purchased a device on September *******. You checked the tracking information and found that it was being returned to our warehouse. You indicated that you have not been given a refund for the purchase.
The tracking information confirms that the device was returned to our warehouse on September 29, 2023. Please allow three to four weeks from that date for processing and delivery of the refund.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:10/02/2023
Type:Billing 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.
August 12, 2023, I contacted Boost Mobile to disconnect my services for phone number **************. According to the chat representative, the account was disconnected successfully - Ticket ID - *******. September 2, 2023, I was charged for the services that was disconnected about a month ago. I contacted Boost to inquire about the charge related to the disconnected services. The representative told me that the account was disconnected and a refund cannot be given. I requested to speak to a supervisor. She told me the same information. I am requesting a refund for services that should have been disconnected for two months but I was charged for it.Business Response
Date: 10/26/2023
October 13, 2023
*************************
3853 ************************************
*******, ** 70072
Re: BBB Complaint #********
************ - *************
Dear **************:
On October 4, 2023, we received your complaint, dated October 2, 2023, filed with the Better Business Bureau.
You stated your service line was not disconnected as requested, and another payment was automatically withdrawn from your account.You requested a refund of this payment.
We strive to provide excellent customer care and we regret that your experience was unfavorable.
As a courtesy, I submitted a $50.34 refund to the card ending in ****. I also removed AutoPay from your account, so you will no longer be charged.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Customer Answer
Date: 10/28/2023
Complaint: 20686241
I am rejecting this response because I have not been reimbursed for the months of August and September.
Sincerely,
*********************Business Response
Date: 11/13/2023
November 7, 2023
*************************
3853 ************************************
*******, ** 70072
Re: BBB Complaint #********
************ - *************
Dear **************:
On November 6, 2023, we received your rebuttal, dated November 6, 2023, filed with the Better Business Bureau.
You stated that you have not been reimbursed for August 2023 and September 2023.
Our records show you received a refund of $50.34 back to the card ending in **** on October 11, 2023. No additional compensation is warranted.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Customer Answer
Date: 11/13/2023
Complaint: 20686241
I am rejecting this response because I cancelled the service in August and then was charged for September and October. I am requesting another refund for either month. I was reimbursed for one month.
Sincerely,
*********************Customer Answer
Date: 11/28/2023
See attached September and October chargesBusiness Response
Date: 12/11/2023
December 8, 2023
*************************
3853 ************************************
*******, ** 70072
Re: BBB Complaint #********
************ - *************
Dear **************:
On December 7, 2023, we received your second rebuttal, dated December 7, 2023, filed with the Better Business Bureau.
You requested a refund for September and October 2023, as you said you attempted to cancel your account in August.
As I previously advised you, payments made to Boost Mobile are nonrefundable; you received a refund for one month as a courtesy. Additionally,it is your responsibility to remove your card from autopay if you do not wish to be automatically charged. No further refunds will be issued.
While we regret that you do not agree with our previous correspondence, we believe we have provided you with the appropriate resolution. At this point, we respectfully consider the issue closed.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Customer Answer
Date: 12/12/2023
Complaint: 20686241
I am rejecting this response because I was unable to remove my card from the account because the website wouldnt allow it. By not removing my card from an account, it shouldnt result to extra payments. It is clear that failure on your business, I was overcharged by a few months. This is fraud. I am not satisfied by the service and the company as a whole.
Sincerely,
*********************Initial Complaint
Date:10/02/2023
Type:Billing 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.
Paid phone bill twice and they never applied it to my accountBusiness Response
Date: 10/26/2023
October 24, 2023
*********************************
********************************************************************
Re: BBB Complaint # ********
************ - *************
Dear **********************:
On October 4, 2023, we received your complaint, dated October 2, 2023, filed with the Better Business Bureau.
You stated that you have attempted to make two payments of $60.00 for your October 2023 billing statement, but neither payment has been applied as of October 3, 2023.
A review of the account shows there have been eight payment attempts made from October 2, 2023, to October 10, 2023, all of which have failed to process. If possible, you may attempt to make a payment on your account with a different payment method or card.
I attempted to contact you at the number provided in your complaint,but I was not able to reach you or leave a voice message. Please feel free to reach out to our Boost Mobile ************* line at **************** or me at ************** to receive further assistance.
Sincerely,
******************************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** / ******* Better Business Bureau
**********************************, #***
******,** 80210
*****************************Initial Complaint
Date:10/02/2023
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.
Boost service denying me refund for the service which they never provided. I signed up for Boost prepaid 15/month unlimited service on Aug 25 2023 with new number ************. Till today I do not have any call services active on that number, only data is working. Been raising my concerns/complaints to Boost since Aug27 but still they are unable to rectify it. I trusted them and continued to survive on data only until today when all my data allowance was finished. Before purchasing they said my plan will have unlimited call/text/data. So instead of slowing the data after the 5GB limit, they capped it and blocked my data. Without call services and data, I raised issue to Boost to fix the calls or refund my money back. The agent ****** with ID "EIK" (thats what she told it to be) 'faked' to escalate the issue and kept me holding on the line for 1.2 hours. She asked to give her 1-2 minutes every now and then for her to escalate the issue but she never did in that 1.2 hours. She did not raise any escalation ticket, nor she transferred the call to any supervisor. Boost has 14 day trial period for all of their plans. I have been raising my concerns of calls not working right from day 2. Such a horrible service and customer care. I need a refund. My contact is ************.Business Response
Date: 10/26/2023
October 17, 2023
*************************************
530 **********.
*********, ** 94551
Re: BBB Complaint #********
************ - *************
Dear **********************:
On October 4, 2023, we received your complaint, dated October 2, 2023, with the Better Business Bureau.
You stated that you enrolled in a service plan that was to provide unlimited data for $15.00 per month, but your call/text services are not functional. You requested a refund.
A review of your account shows that you are enrolled in our $15.00-per-month plan that provides a hard limit of 5 GB per month of mobile data. Unlike our unlimited plans that reduce speeds after the monthly data allotment is consumed, your plan is hard capped once the limit is reached. You can add more data by contacting Boost Mobile customer service and purchasing an add-on data pack.
Please note that our system indicates that your service line is active and consuming talk, text, and data resources as is expected.
Boost Mobiles terms and conditions state that you are eligible for a refund for an activated plan within 10 days of purchase. As I am unable to locate any refund request submitted prior to October 2, 2023, your refund request is respectfully declined, as the Boost Mobile terms and conditions state that all payments remitted to Boost Mobile are final and non-refundable.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************
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