Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

4,973 total complaints in the last 3 years.
1,510 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:06/12/2025
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.
They are refusing to unlock my phones as required by ***.
Business Response
Date: 07/07/2025
June 19, 2025

Ms. ***** *******
*****************
*********************************;

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

Dear *************************** 12, 2025, we received your complaint, dated June 12, 2025,filed with the Better Business Bureau.

You said we refuse to unlock your device.

Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on, has the most current update and the Boost Mobile SIM card is inserted. Please enter code ******** when prompted to do so.

Please note 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).

We apologize for any inconvenience.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ****** ********
Initial Complaint
Date:06/11/2025
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.
My daughter lost her iPhone. I have been trying to activate a new phone with Boost Mobile, the same carrier that we had for the lost phone. Since the verification code will be sent to the old phone,I cannot verify the account which is needed to transfer the number to the new phone. Boost Mobile *********************** is requesting my social security number to verify my identity. I refuse to give my social security number over the phone to a company that has customer service representatives in foreign countries. Boost Mobile told me that I would have to go into a Boost Mobile store with ID and have the ******************** staff verify my ID over the phone with the ***********************. I did this on numerous occasions with no problem when I tried to activate Carrier Locked phones sent by Likewize. Today, I traveled to the same Boost Mobile store to verify my ID so that I could activate an unlocked iPhone. The *********************** representative asked me the same questions as before (address, billing zip code, account PIN), only this time they asked for the date of the last payment instead of the last 4 digits of the credit card I used to make the payment. I explained to them that the credit card I have pays for two Boost Mobile phones ( 1 for me and 1 for my daughter). I explained the credit card payment history does not state which account the last payment was applied to. ** asked for the date, so I gave him 5/20/2025. ** told me the information did not match. Therefore, the account will be locked for 7 days then I could try again. I asked why he did not ask for the last digits of the card like the other rep. ** said he had no control over the questions provided. I told him the date on my credit card history may not match the date Boost Mobile received the payment. ** said the only option was for me to give my social security number when I try again in 7 days. I asked if the verification code could be sent to the email address on file, and he said it could not.
Business Response
Date: 07/08/2025
June 19, 2025

Ms. ***** *****
******************************************
***************

Re:          BBB Complaint #********
                ************ -2025-06-11986

Dear ************************* 15, 2025, we received your complaint, dated June 11, 2025 filed with the Better Business Bureau.

You stated that you were unable to activate a new phone for your daughter because you refused to provide your Social Security Number for verification and you were not able to pass the process in-store. You requested a port-out PIN.

You expressed concern about our verification process. We are committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account.Specifically, we require that each account has a Personal Identification Number (PIN) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested. For more information, please visit ***********************************************************.

When we spoke, you informed me that you were able to activate the phone, you no longer wanted to port out and you had no further concerns. We discussed using the Boost Mobile application and website to access and make account changes in the future.

In the interest of customer loyalty, a one-month service credit has been applied to each of your two accounts.

We appreciate your feedback and your concerns will be shared internally with the appropriate personnel.

Sincerely,

Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

****** ********
Customer Answer
Date: 07/08/2025

Complaint: 23457160

I am rejecting this response because:

It contains non-factual information and attempts to reframe the issue to appear as if I did not provide Boost Mobile with the PIN to the account.
After providing Boost Mobile with the PIN to my account, they requested my social security number. According to the Boost Mobile activation/verification team, my social security number would be needed to verify information on my credit report. According to Boost Mobile this was required because the verification code could not be sent to the lost phone.
As explained to the Boost Mobile team, Boost Mobile is a pay-as-you-go cell phone company. I did not give any Personal Identifying Information (PII) when I initiated service with the company, and I was not going to give them my social security number to activate a new phone, especially when the PIN number I gave them was verified.
I would like Boost Mobile to verify the facts as stated above. I would also like the company to change its policy/procedures regarding lost phones and account verification.
Sincerely,

***** *****
Customer Answer
Date: 07/12/2025
Just to clarify, I was able to activate my phone. However, I have an issue with Boost Mobiles response to the complaint because it contains non-factual information.The response indicates that I did not provide Boost Mobile with the account PIN. Therefore, that is the reason they requested my social security number.
I would like to correct the record by stating I provided Boost Mobile with the PIN to the account but they insisted that I provide my social security number since a verification code could not sent to the lost phone.
Initial Complaint
Date:06/11/2025
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.
Boost Mobile has consistently overcharged me for several months, and on June 11, 2025, they attempted two unauthorized charges of $116.91 each, despite clearly assuring me the day before that no charge would be made. This caused my bank account to overdraft.On June 10, 2025, I contacted Boost support through chat. The representative, Esraa, confirmed I had a $47.73 credit and explicitly stated that I had no bill due and would not be charged the next day. He even confirmed that my next bill hadnt been generated yet.Despite this, on June 11, 2025, Boost attempted two separate withdrawals of $116.91overcharging me by more than $20 per attempt above my regular bill of $93.85. I immediately contacted support again and was told by a different agent, Mayanjoy, that the system had attempted the charges before the credit was applied. She acknowledged an open support ticket (No. *******) and agreed that I should not have been charged.This is part of an ongoing issuemy bill has been higher than agreed for months, and previous credits or adjustments are not being correctly applied.
Business Response
Date: 07/08/2025
June 18, 2025

Mr. ***** *****
***************************************************

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

Dear ************************* 12, 2025, we received your complaint, dated June 11, 2025,filed with the Better Business Bureau.

You said that Boost Mobile attempted to charge your credit card account $116.91 twice, which caused you to overdraft your account. You stated that you were not supposed to be billed due to an account credit. You requested that your billing be corrected and that your monthly price be $93.85.

A review of your account shows that the following payment attempts through AutoPay failed:

$47.73 on June 11, 2025 at 1:27 PM on **** ending in 5356
$47.73 on June 12, 2025 at 1:27 PM on **** ending in 5356
$47.73 on June 13, 2025 at 1:27 PM on **** ending in 5356

We have no record of you being charged $116.19 twice. Furthermore,our records do not reflect that you were offered any account credits. Your account has carried a rolling balance since April 2025, as you missed a previous payment. We consider your billing to be accurate.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ****** Steffani
Initial Complaint
Date:06/11/2025
Type:Product 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 ordered an IPhone and cell service from Boost mobile on 5/24. After contacting them several times for general information I found the customer service terrible and the wait times ridiculous. Also, the customer service representatives are rude. I decided that switching to Boost Mobile would not be in my best interest after talking to several representatives.I cancelled the order on 6/1/25 with ******, after about 2 hours on the phone. I was told that my refund of $121.81 would either automatically credit or take 3 days at the most. I still have not received my refund and never received a phone or any service from boost mobile. Every time I inquire they say just wait. I dont think they even look at the account just tell me just wait and want to get me off the phone. My last conversation I had over chat with ******* this morning was more of the same. The back office said up to 7 or 10 days.I am going around in circles and they refuse to let me speak to a supervisor. I canceled the order within a couple of days and I cant get my money back, I am tired of rude people telling me to just wait.
Customer Answer
Date: 06/19/2025
I ordered service and an iPhone from Boost Mobile on 5/24. I canceled the order on 6/1. They refuse to credit my credit card back for the amount of $121.81 which was for taxes and service. This order was canceled and I never received the phone nor the service. I cancelled the entire order. I have called them several times and they still have not credited the credit card. I was told 72 hours at most. I also recently received a billing summary from them. I do not have an account with them and never had. I spoke with ****** on 6/1/2025 who canceled the order. I still cannot get a date and they just keep saying wait then are extremely rude. They will not refund my credit card for the $121.81 even though they keep saying they will. The name on the Order is ******* Fall, order # ****-819205-6904
Business Response
Date: 07/07/2025
June 30, 2025

Ms. ******* Fall
******************
**********************

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

Dear Ms. *************** June 12, 2025, we received your complaint, dated June *******, filed with the Better Business Bureau.

You stated that you placed an order for a device and service on May 24, 2025. However, after speaking to customer care,you decided to cancel the order. You maintain that the agents you spoke to were rude and just wanted to get off the phone, and your request to speak to a supervisor was denied. You said that you requested a refund, but have not received it.

Our front line agents and supervisors have the same application access and would have provided the same response regarding your issue. We strive to provide excellent customer service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns regarding our representatives will be investigated and shared internally with the appropriate personnel.

The Boost Mobile terms and conditions disclose that payments remitted to Boost Mobile are final and non-refundable;however, I made an exception and authorized a refund of $121.81. Please allow seven to ten business days for processing and delivery.

Sincerely,

***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ***** *****
Customer Answer
Date: 07/07/2025

Complaint: 23455103

*****,

I am rejecting this response because: It is clearly stated on your website that I had 30 days to cancel my order. No where did it say it was non-refundable. I cancelled it only a couple of days after placing it.
I received many responses, excuses, etc. as to why BOOST mobile was had not refunded my money, even though I never had an account nor a device with **********************. Please make sure its credited the full amount.
I called and texted only to be told over and over 1 more day, 3 more days, on and on. It was a nightmare. Then I received a monthly account statement?
I dont have an account with ******************** and never did and never will.
Please make sure your records are correct! Im not a customer and had do not have an account with you. I have never ever received such inaccurate information from a company.
I did place an order and after almost immediately canceling well within your 30 day policy you refused to refund my money.
I should have looked at your reviews on here and in general before ordering. PLEASE NOTE THE ACCOUNT IS CANCELED AND TO NEVER CHARGE MY CREDIT CARD AGAIN! Refund my money!
i encourage anyone thinking about signing up with Boost Mobile to read reviews on the BBB Website BEFOREHAND.

Sincerely,

******* Fall
Business Response
Date: 07/15/2025
July 14, 2025

Ms. ******* Fall
********************************************

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

Dear Ms. *************** July 14, 2025, we received your rebuttal, dated July *******, filed with the Better Business Bureau.

You rejected our response mentioning the 30-day refund policy and reiterated you had trouble receiving information for the refund from customer care. You stated that you never activated the account, and you continue to request a refund.

As stated in my original response, we strive to provide excellent service and we regret that your experience was ******************** will be given to the personnel in question by the appropriate authorities.

I confirmed that your account was never activated, as the order you placed was canceled. As stated in my original response, a refund of $121.81 was processed on June 30, 2025.

Sincerely,

***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ***** *****
Customer Answer
Date: 07/15/2025

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,

******* Fall
Initial Complaint
Date:06/11/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Boost Mobile accepted my Consumer Credit Application. I paid ****** to receive 3 IPhone 16s. This criminal organization turned down my consumer credit application after 5 days and they never refunded me my money. They did steal my credit! I had to resort to a dispute resolution as of now and Im waiting to see how this shady business will resolve this matter.
Business Response
Date: 07/07/2025
June 18, 2025

********* **********
8585 Criterion Dr.
**************************

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

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

On June 11, 2025, we received your complaint, dated June 11, 2025, filed with the Better Business Bureau.

You said that you ordered a device,but the order was canceled and you have not received a refund.

I requested a refund of your $374.72 payment. Please allow five to seven business days for processing.

We regret any delay you may have experienced.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ****** Steffani
Initial Complaint
Date:06/11/2025
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.
On June 8th, 2025, Boost charged me $25.55 for the next months service. To which this is the wrong amount. The first 3 months, after switching to their services, was only suppose to be $15.00/month. So I tried to use the chat to tell them I was overcharged and needed a refund. Instead of doing that, the representative took it upon themselves to "prepay" for me. As in, gave me future credits. I did not want this. I only want my money back bc I'm on SSDI, and I have every dollar accounted for, for the month. I explained that this is unacceptable and I would just like the refund. The representative told me they can't do that and when I asked to speak to a manager, they ended the chat. I started a new one and the representative gave me the same run around. Which also included me needing to call in to speak to a manager. I finally gave in to this asinine policy and called. I had to, yet again, go through another representative telling me that "this is how they do things. There would be no refund." After roughly 10minutes of listening to the "this is how we excuse scamming you" speech again, I was directed to a manager. The **** then said "we can't give refunds after the payment has been processed." That makes no logical sense. Refunds are exactly that. Boost is literally refusing to give refunds and forcing people to stay on their plans because of making us "prepay." I know I can't be the only one they're doing this to either, so what a great way to manipulate profits per quarter/month as well. Literally stealing from their customers. I just want a refund, so I'm not stuck with this carrier.
Business Response
Date: 07/07/2025
July 2, 2025

Ms. ****** ******
************************
***********************;

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

Dear ************************** 11, 2025, we received your complaint, dated June 11, 2025, filed with the Better Business Bureau.

You said that you signed up for a $15.00 promotion for the first three months; however, you were charged the full amount. You stated that when you called to request a refund, you were informed that that once a payment posts to an account it is non-refundable, but a credit could be applied, which you disagreed with.

A review of your billing history shows that you did receive a $10.00 credit on June 10, 2025, and July 1, 2025. I applied an additional credit for $15.00 due to the misunderstanding; therefore, you will not need to make a payment for the upcoming billing cycle.

We apologize for any inconvenience this may have caused.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ****** ********
Initial Complaint
Date:06/11/2025
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.
Hello. My name is ***** *******. One of your customers, ******* ***** used my debit card to make payments for her phone bill unauthorized by me!!! I explicitly, told her just yesterday, that I was not going to use my debit card to pay her phone bill. The last four of my card is: 0600. This card was NOT on auto pay, and should not have been used to pay any bill with BOOST without my consent! She does not have permission to use this card. She does not the card on her. She asked me yesterday, during a phone conversation, which card was mine. Again, I told her NO!!! Boost Mobile needs to cancel every illegal transaction made by ******** *****, and cut off service to her. Her bill is not due until the 13th of every month. I think her pin might be 3481. I am requesting that my funds which were used fraudulently to pay her bill, be placed back in my account immediately. And remove my card from your system.
Business Response
Date: 07/07/2025
July 2, 2025

Mr. ***** *******
IL 60914

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

Dear *************************** 11, 2025, we received your complaint, dated June 11, 2025, filed with the Better Business Bureau.

You said that a Boost Mobile customer by the name of ******** *****, used your debit card fraudulently to make payments to her account. You provided what you believe is her PIN, and the last four digits of your credit card (0600). You requested that the funds be refunded and that your debit card be removed from our system.

I was unable to locate an account for a ******** ***** and even if I had, we would not be able to issue refunds or cancel the account without the customers consent. In addition, the first 12 digits of a credit or debit card number are unique identifiers that pertain to the network (e.g. ***** **********), issuing institution, account number, etc. The last four digits have no specific meaning; therefore, it is possible that millions of cards, globally, can have the same last four digits.

I recommend that you contact your financial institution to have your account reviewed and file disputes for the transactions you believe are fraudulent in nature.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ****** ********
Initial Complaint
Date:06/10/2025
Type:Sales and Advertising 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 recently got boost mobile via e-SIM and the service where I'm at was so bad I had to go back to *******. I deleted the e-SIM by accident which locked my account since i'm unable to access it to get a text messages via my phone since there's no boost e-SIM. I'm locked out of my account & unable to cancel the service. I would really appreciate some help. I don't even remember the phone number.
Business Response
Date: 07/07/2025
June 19, 2025

Mr. ********* ********
**********************
**********, DE 19952

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

Dear **************************** 11, 2025, we received your complaint, dated June 10, 2025, filed with the Better Business Bureau.

You said you got an eSIM through Boost Mobile, but went back to your original carrier. You stated that you are locked out of your account and you requested assistance.

Our records show your line is scheduled to be disconnected on July 5, 2025.

We apologize for any inconvenience.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ****** ********
Customer Answer
Date: 07/07/2025

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:06/10/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 7, 2025, I contacted Boost Mobile to cancel my phone service and request a refund of $15.49 charged to my *********** credit card for one month of service that I was unable to use. The representative transferred me to the identity verification department, where I failed the verification process and consequently was unable to cancel the service or obtain a refund. The representative informed me that my card had been removed from the autopay system.I notified the representative that I would visit the store with my state ID to verify my identity but was advised that I also needed the account pin, which I did not possess. I stated that I might contact the authorities to file a report for not being able to cancel an account under my name. Subsequently, *********** refunded the $15.49.On June 7, 2025, Boost Mobile attempted to charge my card $41.04, which was declined due to insufficient funds. I called Boost Mobile again, requesting that they cease billing me for unusable services and close the account. Following another identity verification attempt, I again failed and was unable to cancel the service.I am formally requesting Boost Mobile to close this account and refund *********** the $15.49 billed for one month of service that I could not utilize. I have repeatedly requested that they stop billing me for services I cannot use. Additionally, I ask that they remove my *********** card from their billing system to prevent any further charges for services I am not using. Also, I filed a Complaint with the *** as of 06/10/2025.
Business Response
Date: 07/07/2025
June 18, 2025

Mr. ***** ******
**************************************
*********, ** 32506

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

Dear ************************** 11, 2025, we received your complaint, dated June 10, 2025,filed with the Better Business Bureau.

You said that you were unable to verify your account to have it disconnected. You requested a refund.

A review of your account reveals that it is disconnected and autopay was removed. We received a chargeback from your credit card provider for the $15.49 payment, so a refund is not warranted.

We are committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a Personal Identification Number (PIN) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested. For more information, please visit ***********************************************************.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ****** Steffani
Initial Complaint
Date:06/10/2025
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.
12/1/24 $349.99 + $64.79 tax = $474.78 Before making the purchase, I had asked a sales ***resentative how long would I have to remain on the plan before being eligible to change to a lower plan, because the device was claimed to be a special deal, but the plan price was way above what i could get anywhere else, so I wanted to make sure and question the fact that I was really getting a deal. The sales *** had ***lied to me and said "I'd be eligible to change the plan after 6 months" which i thought was fair , so I ended up going with the sale. However i went back on a chat with them on May 5th, because i knew i was nearing the 6 months that i was originally promised. A ***resentative once again confirmed in the online chat that yes i can change my plan on or after may 24th. Now I went today June 5th to try and change the plan , and no option was available for me to do so, so I got a ***resentative back on the chat again to ask why am I not eligible to change me plan as I was promised before I even made the purchase , and also after. The ***resentative then ***lied and said I am not eligible for 12 months now, which is totally not what i was told at time of purchase. Basically misinforming me, and scamming me, to get me to make a purchase. I would not have made this purchase if they had told me Id have to be locked in for 12 months, and I am sure they knew this. I am simply just wanting them to honor what was promised to me , and if not, then I do not want to be a customer of this dishonest company anymore, which will end with my paying more money for something that i know i can get elsewhere cheaper. I had other options, I only went with them because they promised me a fair deal that I had trust in. Just to end up being something else. False information given at purchase from a chat ***resentative
Business Response
Date: 07/07/2025
June 20, 2025

Ms.******* ********
*************
****************************;

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

Dear **************************** 11, 2025, we received your complaint, dated June 10, 2025, filed with the Better Business Bureau.

You said you were informed you would be able to downgrade your plan after six months, but you are unable to do so until 12 months. You disputed this policy and requested to be able to downgrade your plan.

The terms and conditions state discounted phones are locked to the current tier plan or higher for 12 months. You paid the discounted price for the devicenot the ***** You can find additional information at ********************************************************************. You will be eligible to downgrade your plan in December 2025.

We apologize for any inconvenience or confusion this may have caused.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ****** ********
Customer Answer
Date: 07/07/2025

Complaint: 23452591

I am rejecting this response because:
I understand all chats are recorded for quality purposes
I want previous chat records to be recovered from the past because a representative told me that I was eligible After six months and I was told this twice when I first signed up in November 2024 and early May 2025 I want chat histories to be recovered And reviewed

Sincerely,

******* ********
Business Response
Date: 07/14/2025
July 11, 2025

Ms. ******* ********
*************
***********************

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

Dear Ms. ******************* July 11, 2025, we received your rebuttal, dated July 10, 2025,filed with the Better Business Bureau.

You rejected our response requesting previous chat records and maintain that you were informed you would be eligible to downgrade your plan after six months.

When I spoke with Mr. ********* I informed him that as chats are not public records, they cannot be provided to customers. Additionally, any feedback provided is handled internally and cannot be discussed with customers.

Because you received the device at a discounted rate, you must stay on your current plan for one year. You can also find this information at *************************************************************.

We apologize for any inconvenience or confusion.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

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

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