Complaints

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

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  2411 N Wellesley Spokane, WA 99206

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  Boost Mobile

  5122 Ne M L King Blvd Portland, OR 97211-3234

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  Boost Mobile

  3767 Eastern Blvd Montgomery, AL 36116-7312

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  Boost Mobile

  827 Taylor Ave Towson, MD 21286

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new Moto Edge Plus (2023) phone and unlimited service from ***************************** Back in June for $452.92. The phone arrived and I started using it immediately with my existing phone number that I ported to them. I was previously using Boost Infinite Dish Wireless as my cell service. It wasnt until a few months later that I discovered that my service was never activated properly on Project ******** The included hotspot service was not working and I called in for tech support support. They discovered the activation problem but were unable to activate the phone through troubleshooting. Keep in mind I was using the phone without issues except for the hotspot. Turns out I was still active on Boost Infinite. However, when I tried to make any adjustments to my Boost Infinite service, that would not work properly either. (I was unable to add the North *********************** for my travel to ******). Also, they do not include the hotspot service so I would have to pay more for that service in Boost Infinite. I seem to be stuck somewhere between the 2 services. I have contacted Project ******* many times and spent hours of time on the phone with the phone agents. Each time they offer to send me a new sim card to solve the problem. 3 times they have attempted to send one to my home address and 1 time they have sent one to an alternative address. None ever arrive and they are unable to provide any tracking numbers to discover what has happened to them. I regularly get my **** mail and deliveries without any issues. I have tried to escalate my issue, but each time the only solution is to send another card that ultimate hasnt arrived. Tickets have been opened but never get resolved. I have called again today and this was the solution to send a 4th sim card. I have asked to speak to someone in support, but each time Im told they wont take a call and they send a referral, but no one contacts me. I would like one of these solutions: 1. Fix the problem so I can resolve this and have all use of the services. OR 2. Refund me for the phone that is currently unusable elsewhere so I can purchase a phone elsewhere and transfer my service.

  Business Response

  Date: 10/09/2023

  October 9, 2023
  
  
  
  ***********************
  ************************
  **********, ** 27406
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On October 3, 2023, we received your complaint, dated October 2, 2023, filed with the Better Business Bureau.
  
  You said you were experiencing issues activating a Project ******* account and transferring your number from Boost Infinite.
  
  Our records indicate that the Project ******* account failed to properly activate, and as such, your issue was escalated to our back office teams to investigate. As your number was never transferred, your Boost Infinite service continued.
  
  An agent was assigned to your case and a new SIM card has been shipped to you. Please continue working with the agent with whom you spoke to activate your Project ******* account and transfer your number.
  
  We sincerely regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  ***************************************************************** / ******* Better Business Bureau
                  ****************************************
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 11/02/2023

  The problem is still not resolved.  *********** has asked me to wait while they research.  Please reopen.  *******************

  Business Response

  Date: 11/09/2023

  November 9, 2023
  
  
  
  ***********************
  ************************
  **********, ** 27406
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On November 6, 2023, we received your rebuttal, dated November 6, 2023, filed with the Better Business Bureau.
  
  You said you are with Boost Infinite and trying to move to ******** The port failed, preventing you from being able to move to the new service. You requested the port be pushed through.
  
  I worked with our ********************* on this issue.They indicated the only way to resolve the matter is to change your phone number. When you said this was not a satisfactory resolution, they offered to allow you to return one of your devices for a full refund. The other phone was unlocked, so you can move to a new carrier. 
  
  Sincerely,
  
  
  
  *****************************
  Senior Corporate Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  ***************************************************************** / ******* Better Business Bureau
                  *********************************************;
                  ******,** 80210
  
                  *********************
  

  Customer Answer

  Date: 11/14/2023

   
  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:10/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have all the bank statements how Boost Mobile charges me $40 for automatic payment but the money doesn't go into the payment it gets lost somewhere and they still charge another $55 a month for the service. It's been happening for many months. I contacted my bank and the bank statements show on every single month I get robbed by $40 for months is been happening and I just noticed it today!! I need to get a lawyer. I been jacked by Boost Mobile I need to get this covered due to I'm no rich to give away a month $40

  Business Response

  Date: 10/26/2023

  October 16, 2023
  
  
  
  **********************************
  ***********************************************
  **************, ** 92404
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On October 3, 2023, we received your complaint, dated October 1, 2023, filed with the Better Business Bureau.
  
  You said you have proof via bank statements that you have been charged $55.00 and $40.00 per month by Boost Mobile, but the $40.00 is not reflected on your account.
  
  When we spoke on October 16, 2023, I offered to send an email to you so that you could respond with supporting documentation for us to research. You replied that your bank is researching the issue and will credit you as many charges as possible. I advised you to retain my phone number, and you can contact me for further assistance if needed. You accepted this.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20681917
  
  I am rejecting this response because:
  My Bank even Backs up the Statements on how they were charging me extra Fees for over a year I could not comprehend how I been getting charged for so long. I been a costumer for over 15 years I never had a issue like this before. I need to get this matter resolved for this company what they took from me might be peanuts but for others is hard work. I need this matter to be fixed I would give the 0 stars if I can to this company. I really can't and don't trust the way they handle there business now. If today's is been on me I can't imagine how others have to go through the same thing. This seems to be ***** vs ********  

  I just can't stand or be with boost mobile and there practices and ethic of work.

  A very unsatisfied costumer

  Sincerely,

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

• Initial Complaint

  Date:09/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The problem I'm experiencing with the vendor is the refusal to issue to issue a full refund for a cell phone and a cell phone plan I purchased. When I bought the device as well as the plan, they were not fully transparent about their return policy. They're only allowing a refund for the phone. They also have a policy requiring that the consumer pay for any and all return shipping. The added shipping cost is essentially a fee on the consumer!

  Business Response

  Date: 10/26/2023

  October 24, 2023
  
  
  
  ****************************
  **************************.
  ********, ** 55446
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On October 3, 2023, we received your complaint, dated September 30, 2023, filed with the Better Business Bureau.
  
  You said that you were told you would only receive a refund for the device ($64.80) you purchased, and not the plan ($106.17). You requested a full refund.
  
  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.
  
  Sincerely,
  
  
  
  ******************************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** / ******* Better Business Bureau
                  **********************************, #***
                  ******,** 80210
  
  *****************************
  
  

• Initial Complaint

  Date:09/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday September 23rd I contacted republic wireless. They said they were sending a *** card in 2-3 days to the address at ***************************************************************************************. By September 29th the *** card had not arrived and my phone was de-activated. I was told that the *** card was sent to ************************************** Apartment E1211 *************, ** and that they could access the address it was sent to. They said they would resend a *** card and I could expect it in 2 business days. On September 30th I contacted boost infinite to find information on the account. I was told that the phone was sent to ************************************************************ not the address provided earlier. On September 30th I contacted Republic Wireless again about inconsistencies to verify the address it was sent to. I was told the following inconsistency: 1. They had no record of what address prior shipments were sent to 2. It would now take 2-5 business days. I was also told there was no escalation for any issues and there was no place I could file a complaint for the transition. I would like the inconsistencies to be settled and to receive my *** in the quickest possible manner to restore cell phone service.

  Business Response

  Date: 10/06/2023

  October 6, 2023
   
  
  
  ***********************
  ****************************************. E1211
  *************, ** *****
   
  Re:FCC Complaint #********
  818146071671 - *************
  
  Dear **************:
  
  On October 2, 2023, we received your correspondence, dated September 30, 2023, filed with the ******* Communications Commission.
  
  You stated that on September 23, 2023, you contacted Republic Wireless, as you needed a new *** card. You were advised one would be sent within two to three days. When you did not receive it, you called again and you were told it was sent to a different address and you could expect a replacement card within another two to three business days. You requested the *** card be sent out to the correct address, and an apology for the customer service you received. 
  
  Republic Wireless is transitioning to Boost Infinite; therefore, all customers are being migrated to Boost Infinites platform.
  
  Our records indicate that the first *** card kit was sent to ****************************************************************. On September 23, 2023, a replacement *** card under ticket ******* was sent to ****************************************. E1211, *************, ** *****. On October 4, 2023, another *** card, under ticket *******, was sent to ****************************************. E1211, *************, ** *****. If you do not receive the second *** card that we sent to 888 *******************., we recommend you contact your local post office. 
  
  As an exception, a credit equal to one month of service has been added to your account. 
  
  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: ***********************************************************************************************************
  
  *********************;
  
  

• Initial Complaint

  Date:09/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account including 4 cell phones in May 2023. A payment was made using the Boost Mobile One app in May. This payment was made using a Cashapp card. The following week on my payday- Boost began deducting multiple payments using the Cashapp card until the money ran out. This prompted the phone to be turned off due to insufficient funds. This also happened again in July. I made several visits to the Boost Mobile store and the representative opened a ticket each time to resolve the problem and also prompted me to close my Cashapp card. I immediately closed the card and had to open a new bank account. ********************** sent a refund but accidentally sent it twice. That same day I went to the Boost store to pay back the extra money sent. On July 10th the phones were disconnected for nonpayment when the due date is still the 28th every month. This was significant because my father passed away suddenly this day and my family could not contact me to notify me for over 6 hours. I also was unable to receive a FaceTime call with a family member to memorialize my father and speak to him before the coroner took his body to the morgue. Again I visited the Boost Mobile store where I was told a payment had to be made to restore the account and to open yet another ticket. The payment was made using a Discover and I was promised it would be refunded. The phone was never restored for 5 days. This included dates that I had to travel out of state for the funeral and did not have access to my GPS. Overall two extra payments have been made and never refunded. Four tickets were open to attempt to resolve the issues then closed and labeled as resolved. Multiple calls were made to customer service and I was told the refunds were made and I had to contact the financial institutions. I have contacted Cashapp and Discover and both do not have pending refunds or a history of a refund. As of September 30th the company will not acknowledge any money is owed and is now stating they can only review payment history back to July.

  Business Response

  Date: 10/26/2023

  October 20, 2023
  
  
  
  Mr. *****************************
  **************************************************************br>*****, ** 48846
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **********************:
  
  On October 3, 2023, we received your complaint, dated September 30, 2023, filed with the Better Business Bureau.
  
  You stated that you made a payment on the app, but multiple payments were taken and your service was suspended. You then received too many refunds and attempted to return the extra one, but your service was suspended due to nonpayment yet again. You also said that you made a payment with your Discover card which was supposed to be refunded as well. You requested a refund for the two extra payments.
  
  Our records show you made three back-to-back payments of $168.00. You received a refund of the duplicate payments along with an additional refund of $336.00, which caused your service to be suspended. Your account had been brought to a zero balance owed with the $336.00 payment.
  
  A review of your call revealed that you were not promised a refund for the Discover card payment.
  
  Our records indicate that you were issued the correct refund amount.
  
  We regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************

• Initial Complaint

  Date:09/29/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer for several years and I recently purchased a couple of data packs. I needed more sat and was told I could not purchase any more. I asked for a supervisor and was told there is none. I asked for these extras to been taken off of my account and they have not. I want these charges to been taken off of my account immediately, and a explanation as to why the extremly bad customer service, and aslo why I cannot purchase additional data packs.

  Business Response

  Date: 10/26/2023

  October 22, 2023
  
  
  
  *****************************
  ********************************* Fl.
  *************, ** 08401
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On October 2, 2023, we received your complaint, dated September 29, 2023, filed with the Better Business Bureau.
  
  You stated that you purchased data packs and needed more,but you were told that you are not able to make additional purchases and want to know why. You requested that the charges be removed from your account. You also said you are no longer able to renew your monthly data allotment by making a new monthly payment.
  
  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, your account was migrated to a new system, and your grandfathered plan is no longer available. Consequently, the ability to renew your monthly data allotment via new monthly payments is currently unavailable. Please be assured that we are diligently working towards implementing this feature for future use.
  
  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.
  
  Sincerely,
  
  
  
  ******************************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ****************************************
                  ******,** 80210
  
  *****************************

• Initial Complaint

  Date:09/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9-28-23--I just called to pay my bill. The system hung me up as I was preparing to pay. I immediately called back to finish paying. As attempted to pay, I was shocked to hear the system say "I see you used ... card ending in ..., would you like to use this card?" My heart sank. I have NEVER EVER EVER saved a card with Boost Mobile. I NEVER would! I then selected to speak with a angent. The THREE different people told me "not to worry" because the card isn't being used on auto-pay. Needless to say, I'm livid because I go out of my way to make sure NO card is saved without MY permission. They went on to say that it's a "system glitch" but, they have to keep it on file. Well, I can delete it IF I ADD ANOTHER CARD. WHAT?! The most shocking part is that I'm NOT on a contract. If it is pay-as you-go, why would you need to save a card? AGAIN, I'm not on a contract. I panicked & actually got sick from this as I'm wondering why a company would need to hold onto personal banking information which makes it vulnerable for possible hacking of which Boost has had issues like that before. Why does Boost need to save banking information without the ability to delete it upon request or by the hand of the account holder? I record every time I make payments & ALWAYS say no to saving my card. I have proof! I'm considering legal action because this is concerning. I never authorized this & now I'm forced to leave the card used in a system I don't want it in. If I want to pay with a different card every month, there should be no card saved. All Boost says is "glitch" "sorry" "no worries", "we can't delete it". If it's a mistake, then delete it! If we want to enter the number every time, give the freedom to do so. BTW, this card has other people's information on it. Now, I have to explain to the other person, that their banking information is stored with Boost of which they never authorized. Lastly, this snatching of banking info is NOT in the ******** Fix this because it is illegal.

  Business Response

  Date: 11/01/2023

  October 23, 2023
  
  
  
  Mercury White
  ******************************
  ********, ** 20746
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Mercury White:
  
  On October 23, 2023, we received your complaint, dated September 29, 2023, filed with the Better Business Bureau.
  
  You said you called on September 28, 2023, to make a payment to your Boost Mobile account, but the system disconnected before it was completed. When you called back, the system recognized the last four digits of the last card used to make a payment and asked if you wanted to use it again. When you called to discuss this issue, you were told it is a system glitch. You said you never gave authorization to save financial information and you want this fixed because it is illegal.
  
  I apologize for the inaccurate information you were given, but this is not a system glitch. The system does retain the last four digits of the last card used to make a payment. This is done for the customers convenience in the event they need to make a payment, but the system does not have access to any other form of payment. This is not an AutoPay feature and the system does not use this information in this fashion. In addition, the credit or debit card information is truncated and it is not visible to anyone. This is not a feature that can be turned off at the individual account level.
  
  I can assure you that Boost Mobile takes the matter of system security very seriously and takes every measure possible to ensure data is secure.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************

• Initial Complaint

  Date:09/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 9, paid $125 cash at ******* Boost store for phone bill. Problems with computer servers, so no receipt printed. ************* suspended for 3 days. Had to pay again with bank debit card from my checking account to restore phone service. Store clerk said that cash I gave her would not be refunded, but applied to next month bill. September 12, received same text to pay bill. Credit not received by Boost at their main offices. Used bank card to make payment, and restore service. Same clerk said that refund would not be given. I should have come to store within 10 minutes of receiving text to get refund. Unable to leave work to do that, and was unaware that was their policy. Will be switching to another provider before this billing cycle over. Tired of poor customer service and company mismanagement. Seven years loyal customer.

  Business Response

  Date: 11/01/2023

  November 1, 2023
  
  
  *******************************
  *******************************. 3E
  ******, ** 53402
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On October 9, 2023, we received your complaint, dated September 29, 2023, filed with the Better Business Bureau.
  
  You said that on August 9, 2023, you made a $125.00 cash payment at a Boost Mobile retail store, but due to server issues, they were unable to provide a receipt. The payment was not applied to your account and you had to pay your bill later with a bank card. The store employee you spoke with told you the payment would apply to your next months payment, but on September 12, 2023, you had to make another card payment to keep your service active. You also stated that the same employee you spoke with before would not provide a refund.
  
  My attempts to contact you at ************** on October 31, 2023, and November 1, 2023,were unsuccessful, but I left a voice message with my contact information.
  
  Boost Mobile retail stores are independently owned and operated and although they are subject to specific franchise service level agreements, they set their own, individual policies and procedures regarding products and services separate from Boost Mobile Wireless.I forwarded your complaint to our retail store escalation team to investigate your allegations, and I will follow up with you once I receive a response.
  
  A review of your Boost Mobile account indicates payments of $121.00 were made on August 12, 2023, and on September 12, 2023, using a credit/debit card ending in 4861.We have no record of any other payment.
  
  Your account was disconnected, as the phone numbers were ported to a different carrier on October 4, 2023.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  **************************;                  
  

• Initial Complaint

  Date:09/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought iPhone 15 pro max.The was delivered. Before I bought I was told that phone is returnable for refund. I decided I didn't want the phone and called representative for Boost infinite to make a return for a refund. The representative to me a email would come to me with a shipping label.I gotten the instead of a return label to send the phone back,the email said this phone isn't returnable.Now i will never have bought this cellphone if I known it wasn't returnable.The website says you could return phone and customer service representative told me I could return phone.This is a first time I am hearing a policy like this. To whom it may concern please help.

  Business Response

  Date: 10/03/2023

  October 3, 2023
  
  
  
  ***************************
  ****************************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On September 29, 2023, we received your complaint,dated September 29, 2023, filed with the Better Business Bureau.
  
  You said you wished to return an iPhone 15 *** for a refund, but you were provided conflicting information.
  
  I contacted our Returns Team and they confirmed that a Return Authorization (RA) was created on October 2,2023.  Your RA number is RA-************.
  
  Please note that the phone needs to be returned with all the original package contents and you need to write the Return Authorization Number on all sides of the return box. Please use a shipping service with tracking ************ USPS).
  
  Our return address is:
  
  ****** ********** / Boost Infinite
  1451 ****************, Suite 2
  **********, ** 46168
  
  Please note that Boost Infinite reserves the right to reject a return if it is damaged when received.
  
  We sincerely regret any confusion this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  ***************************************************************** / ******* Better Business Bureau
                  **********************************, #***
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:09/29/2023

  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.

  It says I get lookout premium with boost protect. The app confirms this. Their website confirms this. And every other review site confirms this. Yet boost says they know nothing of this. They sent me to ***** care. They know nothing of this and says its boost 3rd pay insurance provider. Thats likwize the company association with the insurance called boost protect which Im paying for. And that policy says I get lookout premium. But likewise says the same thing ***** care management says. They are offering a service included in the package Im paying for and no one knows anything and keeps passing the Buck around about it

  Customer Answer

  Date: 10/06/2023

  I finally got the app installed after 2 weeks of waiting they sent the link to me. No doubt because I submitted a complaint here. This is after 20 hours of talking to people in the phone. Chat text. And they,after all that decided 5 dollars was compensation was enough. Wouldnt go higher than that either.  Thanks BBB. Im sure you were the reason this issue got resolved