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

  387 Strander Blvd Tukwila, WA 98188-2916

• 

  Boost Mobile

  957 Memorial BLvd Picayune, MS 39466

• 

  Team Mobile - Green Springs

  66 Green Springs Hwy Homewood, AL 35209-4902

• 

  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

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: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

• 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 purchased a moto phone from boost store located @ *********************************************************************, told sales person clearly that I need to retain my existing phone number and I'm willing to buy only if they can transfer my current number. They gave assurance to me that the number porting will be done within 1 hour, but it never happened. The new account has a brand new mobile number.Also I pointed out to sales person, there is a mismatch in online & store price, they again promised the price difference will be credited in 2 - 3 days that I can use for future payments. Next day I went to the store and requested on the number transfer status, but they refused to provide me any details, also the store has a non-refund policy.Paid $333.79 for the device and plan, which is $100 more than the online price and they never did the number transfer so paid $72 for new phone number that I never asked for.No help from customer care or online chat. I paid 60$ extra for an additional SIM and did the number transfer online.I need the refund of $172 - extra cost charged for device ($100) and $72 for phone plan that I never used. Attaching the invoice from store.

  Business Response

  Date: 10/26/2023

  October 4, 2023
  
  
  ******** Gudumian
  ******************************************** 312
  **********, ** 60173
  
  Re:          BBB Complaint # ********
                  ************ / ************ - *************
  
  Dear ******** Gudumian:
  
  On September 29, 2023, we received your complaint, dated September 29, 2023, filed with the Better Business Bureau.
  
  You stated that you purchased a ******** phone from a Boost Mobile store, and afterwards, you found out it was cheaper online. You said you were also set up with a new phone number versus porting yours over. You requested a refund of $172.00; $100.00 for the overcharge of the phone and $72.00 for services not used.
  
  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.
  
  Boost Mobile stores are independently owned and operated,and as such, they maintain their own phone inventory, phone prices, set their own return, and exchange policies.
  
  Our records indicate that when the account was set up, there was no request made to port over your number until after the account had already been established with a new phone number.
  
  Please note that the receipt included in your complaint clearly states no refunds. Due to this, your refund request is denied; however,in the interest of customer service, a $72.00 credit has been applied to your Boost Mobile account with the phone number **************.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:09/28/2023

  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 went to order a new phone on the boost mobile site it was the iPhone 12 for ****** as an upgrade I was trying all day and it was not letting me get the phone I called boost and they said that on there site I cant get the phone because it was 600 but when I logged into my account it gave me the three options to upgrade to an iPhone 11 iPhone 12 and and android I chose the iPhone 12 for ****** with a charge of 12 dollars for protection. Called customer service spoke to summer the operator and then spoke to *** the supervisor and he said that they had a glitch in there system and that I was unable to get the phone that was offered to me for ****** I am a loyal Customer to **********************.

  Business Response

  Date: 10/26/2023

  September 29, 2023
  
  
  
  Ms. *****************************
  ****************************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ********************:
  
  On September 29, 2023, we received your complaint, dated September 28, 2023, filed with the Better Business Bureau.
  
  You stated that you attempted to purchase an iPhone 12 under a promotion that would provide the phone for $199.99. However, you said that when you attempted to purchase the phone, you could not get this offer.
  
  Please note that there are certain eligibility requirements that must be met to receive this offer. Please reach out directly to me at ************************* with your account number, telephone number, or the email address associated with your account, and I will research the issue further.
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:09/28/2023

  Type:Delivery 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 ordered a phone on 9/28/23. It was shipped to the wrong address. I was given the run around for 4 hours on the phone. I decided to just wait for *** to attempt to deliver the phone then Ill just pick it up from the location. I was accused by one of boost supervisors of manipulating the address. I then ordered 2 additional phones today and took screenshots of the address and they were still sent to the wrong address. Again, I was accused of changing the address when I have screenshots instead of the supervisor saying they are having system issues. They are still telling me there is nothing they can do. They cant send our phones to the correct address. Telling me I have to wait 3-4 weeks for a refund is unacceptable.

  Business Response

  Date: 10/24/2023

  October 23, 2023
  
  
  
  ***************************
  157 ***************
  ************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On September 29, 2023, we received your complaint, dated September 28, 2023, filed with the Better Business Bureau.
  
  You said your orders were shipped to the incorrect address.
  
  I reached out to our Order Support team and they confirmed that our order processing system is unable to update addresses after they are entered into the front-end sales system.
  
  While I cannot definitively advise you how the incorrect address ended up on your order, our records show no indication that your delivery address was manipulated on Boost Mobiles side.
  
  We sincerely regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20671420
  
  I am rejecting this response because: I feel this is not an acceptable response. Clearly the address on my account is the correct address and 3 times/3 orders is was sent to the wrong address. While you state that you all see no evidence that the address was not manipulated in boost mobiles part I provided clear screenshots showing the address i provided to be shipped to. Also, the disrespect from the boost employee was very unprofessional. To blame a customer for putting in the wrong address when that customer has clear evidence that is not the case shows the level of professionalism or should I say level of unprofessionalism I was provided. The integrity of the company was clearly in question with the way this situation was handled. No employee was on the same page and I received different information each time. I was told I was going to receive a credit for the inconvenience from one supervisor and when I called back to ask for said credit I was told it wasnt possible. I feel like due to the situation I should be compensated as a loyal paying customer. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a phone through boost mobile back in June 23. It was temporary for about **** days. I tried to cancel the service because we went to ******** I tried to cancel it through phone and on my app. I turned off automatic pay and was still charged on September 9, 2023. I went to the chat on September 11, 2023 and asked why and what to do. He said to contact my bank and I would get the money back. I will be attaching a photo of that here. My bank said no and declined it because my account was still open to contact boost. I did this and have been spending hours on the phone with them. I have no idea who I was transferred to the first 3 times, but then went to account specialist named ****** who was MORE THAN RUDE to me and then he put me through to ******* who is the one that said it would be approved because I had tried everything to cancel it. This phone as they checked was not with boost mobile and the *** card had not been used and I was told not to worry I was in escalation and would be refunded as what I am saying is true. Now today September 28,23 I got an email saying that no refund Because I was out of the time limit of 10 days. The person I am speaking to now **** said I have no positive balance on the account. Well seeing as I got charged on the 9th and I contacted boost on the 11th I would have to say that is within the 10 days! Not to mention I have NOT used the phone I would say there is money on the account. Especially seeing as you pay then get the service. Now here goes again to a man named ***** who wrote another ticket, and now I have to wait again until we get an answer which in his opinion will be no again Because boost doesnt refund to PayPal. At least he is being honest. How on earth can I turn off autopay 3 months ago and call to cancel and have the phone on ******* can I be charged $47.01? Thats wrong all around! So you try to cancel and it is supposed to cancel before next billing period, it did not. For 2 weeks it still not canceled

  Business Response

  Date: 10/26/2023

  October 4, 2023
  
  
  
  *********************************
  *****************
  *********************, ** 34655
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On September 29, 2023, we received your complaint, dated September 28, 2023, filed with the Better Business Bureau.
  
  You said that in June 2023, you set up Boost Mobile service;however, it was only to be temporary. You stated that you tried to cancel your account through the phone and the app. You indicated that you removed automatic payments, but you still received a charge on September 9, 2023. You mentioned that your refund request was denied. You expressed dissatisfaction with the customer service you received, and you requested a refund of $47.01.
  
  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.
  
  As customer care has informed you, you are outside our ten-day money-back guarantee. As you purchased a three-month plan, the account is set to disconnect on December 9, 2023.
  
  Our records do not indicate we received any cancellation requests prior to September 11, 2023, and as such, the charge remains valid.Your account also does not reflect any attempts to remove automatic payments prior to September 11, 2023.
  
  We regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:09/28/2023

  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.

  On July 29, 2023 I cancelled my Boost Mobile ****. due to transferring to another cell phone service. I was charged $50 for the upcoming month but did not use the service. I have contacted your customer service department and was declined my reimbursement. Also, contacted my credit card with U.S. Bank and also they did not want to reimburse me as well. I have been a customer since **** when it was Virgin ********************** and because of my long-standing business with you in good standing the entire time, I am seeking a courtesy of a refund for $50. Please reimburse me the amount I have requested. Thank you for your attention to this matter.

  Business Response

  Date: 10/26/2023

  October 19, 2023
  
  
  
  ***********************
  20 *************.
  ***********, ** 72223
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On September 29, 2023, we received your complaint, dated September 28, 2023, filed with the Better Business Bureau.
  
  You stated that you canceled your Boost Mobile account due to transferring to another carrier. You paid $50.00 for your final bill even though you did not use the service. You requested a refund of this payment.
  
  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.Therefore, your refund request will not be honored.
  
  Sincerely,
  
  
  
  ******************************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:09/28/2023

  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 purchased two Iphones from boost infinite on 9/16 ahead of launch, and received them 9/25 the monday after launch day. The terms were pre-pay for taxes on the device and $60 per line for the first month's service and then be billed ***** per line for 36 months with the option to upgrade at the 12 month **** to a new iphone. This turned out to be too good to be true. Boost Infinite tried on 9/25 to port numbers from ******** initially saying that it would take 15 mins, then up to two hours, then 4 additional hours to port and activate. I then called back on 9/26 and spoke with another rep and a manager who determined that the best option was to return the devices since boost was unable to activate them on either the numbers being ported or new numbers. I verified the 10 day return period before going forward with the purchase and was offered a return label by the manager. When contacting boost today 9/28 boost now says that it will take 72 hours or three business days to create a RMA number and send an email with return instructions and that I am responsible for the return label costs. This feels like a scam and that Boost Infinite sold a service that they cannot provide and offers a return policy that it is not willing to honor. Boost Infinite was created by the *** as a 4th carrier to "increase competition" but is not a competent carrier.

  Business Response

  Date: 10/04/2023

  October 4, 2023
  
  
  
  *********************************
  PO Box 307
  ******************, ** 37051
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On September 29, 2023, we received your complaint,dated September 28, 2023, filed with the Better Business Bureau.
  
  You stated that you purchased two iPhone 15s from Boost Infinite on September 16, 2023, and received the devices on September 25,2023. You said the terms were to pay for taxes on the devices and pay $60.00 for the first month of service, and then pay $60.00 thereafter for 36 months with the option to upgrade after 12 months to a new iPhone.  You mentioned that after being unable to port your number over, you reached out to customer service on September 26, *************** to return the devices. You said you were advised that it could take up to three days for an RMA number to be created and an email with return shipping instructions to be sent. You are concerned that Boost Infinite is not going to honor the return policy.
  
  Our records indicate that on September 28, 2023, an RMA (return merchandise authorization) email was sent to you with RA (return authorization) number ************.Please visit ******************************************************************* for further information on when you can expect your refund once the devices have been received.
  
  We regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ****************************************
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20670032
  
  I am rejecting this response because:
  
  Boost declined to cover the cost of shipping for the returns when they were unable to activate the devices. This is an error on Boost's side and is unfair to the consumer to require shipping be paid for an issue Boost caused.

  Additionally I found out from ******** that Boost Infinite has ownership of the two numbers ************ and ************ thus I am unable to port these numbers to another carrier who can activate them. I expect boost to work with me and ******** to resolve this issue as both carriers currently claim to not have ownership of the phone numbers. I spoke with a representative on Monday from customer service who was unable to provide any detail on what status the numbers were in with Boost. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/19/2023

  October 19, 2023
  
  
  
  *********************************
  PO Box 307
  ******************, ** 37051
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On October 18, 2023, we received your rebuttal, dated October 17, 2023, filed with the Better Business Bureau.
  
  You stated that you are rejecting our response, as you had to pay for shipping to return the phones. You also said that you have been informed by ******** that Boost Infinite has ownership of your numbers, and you expect Boost Infinite to work with ******** to resolve the issue.
  
  As stated in our phone return policy, you are responsible for the cost of shipping the phone back to us. Please visit ******************************************************************* for more information on this policy.
  
  Our records indicate that your port-in request was canceled; therefore, Boost Infinite did not receive your numbers from your previous provider. As we never had possession of your phone numbers, you need to contact your original service provider for assistance.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  ***************************************************************** / ******* Better Business Bureau
                  *********************************************;
                  ******,** 80210
  
                  *********************;

• Initial Complaint

  Date:09/27/2023

  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 phone under Boost Mobile is for my daughter's phone. It keeps running out of data on a plan that is supposed to be limited. It has an * but I'm not clear on what that means. I'm not clear on what the limitations are with unlimited data. I switched my daughters plan because she kept running out of data but now it is worst. There is an option to add data but once she runs out of data after I purchased more for $30 additional dollars, she ran out of data again. But Boost Mobile will not allow me to buy additional data again. Online it is saying that I cannot buy more data until 15 days. That was 13 days ago. I called Boost Mobile several times asking if they will remove the restriction, so I can pay for more data. They refused. Now my daughter is unable to use the internet outside of the house because it is really slow. They offered me to switch to another plan but it was only 5GB more for double the price. I asked did they have a plan that would give me additional data where I can purchase additional data without limitations and they didn't help me.

  Business Response

  Date: 10/23/2023

  October 19, 2023
  
  
  
  Ms. Princess ************************************************** ** 19977
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On September 28, 2023, we received your complaint, dated September 27, 2023, filed with the Better Business Bureau.
  
  You stated that you keep running out of data for your daughters phone through Boost Mobile. You mention that you switched to an unlimited plan, but you are still running out of data, so you then need to purchase additional data for $30.00. You also mentioned that you received a notice online, saying that you are not able to purchase any additional data for 15 days. You said that after 13 days, you called into Boost Mobile customer service to request to pay for more data, but you were refused. You requested to have this restriction removed and to be switched to another plan that has more data than what you are currently using.
  
  A review of the account shows that your current plan is the $35.00 Unlimited Talk and Text with 10 GB data plan, and not an unlimited plan.When I called and left you a voicemail, I explained that I could move you to our $25.00 Best Unlimited plan, which includes Unlimited Talk, Text, and Data.I advised that as long as you are signed up for autopay, you are eligible for this plan. You may contact me directly at ************** if you would like to move forward.
  
  Sincerely,
  
  
  
  ******************************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ****************************************
                  ******,** 80210
  
  *****************************

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20666948
  
  Hello, Sorry I missed your call. I am rejecting this response because: I was already on that plan that you are proposing and that is what caused the issue with me not being able to purchase additional data.  I found out that this plan doesn't have the hotspot as well which is what you mentioned in my voicemail which also contributed to the limitations of data. Your suggested plan this isn't the best solution. I had to purchase a $60 plan to get the hotspot back and purchase an additional $30 add on worth of additional data in order to receive more data. I would like to request a $20 credit for the inconvenience this has caused me. I had to contact customer service several times and the last time I contacted them was the only time I had some type of solution. 
  
  Sincerely,
  
  Princess ********

  Business Response

  Date: 11/01/2023

  October 30, 2023
  
  
  
  Ms. Princess ************************************************** ** 19977
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On October 30, 2023, we received your rebuttal, dated October 27, 2023, filed with the Better Business Bureau.
  
  You stated that my previously suggested $25.00 plan was not adequate for your needs, as it does not come with a hotspot option. You need to purchase the $60.00 plan and then add an additional $30.00 worth of data. You requested a $20.00 credit due to the issues you have had choosing a data plan.
  
  We respectfully decline your request for a credit for this issue.
  
  We sincerely regret any inconvenience this process may have caused, and we appreciate your feedback regarding your experience.
  
  Sincerely,
  
  
  
  ******************************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.LC.
  
  ***************************************************************** / ******* Better Business Bureau
                  ****************************************
                  ******,** 80210
  
  *****************************
  
  

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20666948
  
  I am rejecting this response because boost mobile has caused nothing but inconvenience and they are unwilling to assist. They didn't even look at my account to offer a better solution. He offered the same type of plan that caused me an issue which tells me he didn't look at the history of my account at all and didn't try to resolve the issue. I will be proceeding with filing a formal complaint with the *** *********************************** and I will plan to close my account with ********************. They are horrible and obviously don't want my business because he didn't even take the time to look at the history of my account. 
  
  Sincerely,
  
  Princess ********

• Initial Complaint

  Date:09/26/2023

  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.

  Someone used my debt card information to purchase a boost mobile plan I was charged an unauthorized charge and the bank registry states its on auto pay so I would get reoccurring charges, . I called boost mobile and explain what was taking place, and told the representative I do not have a boost mobile account that it was fraudulent charges. & to please remove my debit card information from the system please do not let my card information go into reoccurring payment option. For an account I do not have. Then explained that I contacted the bank & explained that the Boost mobile charge was fraudulent & please stop the payments and cancel my card. The bank told me the fraud department would do an investigation & before the investigation was complete, my card was charged and that I did not want that to happen again. Well, the representative stated, no refunds I said I just want to stop payments that is my biggest concern at the moment & further action well take place after I put a stop to all of it. I just dont want any more transactions happening & that Ill take further actions after I figure this situation & charges all out and explained the bank had suggested that I needed to wait before asking for a refund to make sure that everyone of them would be filed & refunded in one claim. see if any more charges went through or what was going on again the representative informed me there was no refunds shut me off and said, boost does not do refunds, even on fraudulent charges she then said she cant remove my debt card if I didnt have the phone number, associated to it, and then I asked to speak to her supervisor and was told there wasnt one available.. after spending approximately an hour with her got nowhere at all!! I feel she was terrible customer service, representative and that ********************** needs to put someone in her place that can cease and assist the situations until she learns how to do her job well! The debt card transaction cleared today.

  Business Response

  Date: 10/23/2023

  October 5, 2023
  
  
  
  *******************************
  ** 98271
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************:
  
  On September 27, 2023, we received your complaint, dated September 26, 2023, filed with the Better Business Bureau.
  
  You stated that your debit card was used to purchase a Boost Mobile plan you did not authorize, as you do not have a Boost Mobile account.When you called in to request a refund, you were informed Boost Mobile does not issue refunds for payments. You requested a refund and for your debit card to be removed from the associated account.
  
  When we spoke, you informed me the card had been used in error and service had not been used on the device. As a courtesy, I submitted a refund of $46.98. Please allow ***** business days for processing and delivery.
  
  We appreciate your feedback and your concerns will be shared internally with the appropriate personnel.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  

• Initial Complaint

  Date:09/26/2023

  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 activated service with boost mobile on my iphone 14 pro *** 256 gb. The esim did not work. I tried numerous times with their technical department to troubleshoot the problem but the service did not work. I asked for the service to be disconnected and removed from my account and they said they would. I went on to another carrier and network issues with the other carrier. I took the device to Apple and they found no hardware issues. However, they did find that Boost was still active on my device even though the Boost esim was removed. They advised me to call Boost back and have it removed. Boost now said that they would do a charge back so that the service can be removed. A week later my device still does not work and the Boost network is still on my device. Another call to Boost and they are saying they will not do a charge back and the service remains. My bank has refunded the money I paid boost for access to their network which didnt work. However, my iphone 14 pro *** currently does not work. It has been almost a month. I work from my phone. So, not only am I out a phone, I am also losing about $500 a day due to no network. I can not connect to another network because of Boosts network being on my phone and they will not remove it. Now, I would like to be compensated for my lost time from work and for the device. I called today and they said they have not and will not remove the service and that I should just wait for the service to end.

  Business Response

  Date: 10/20/2023

  October 18, 2023
  
  
  
  *************************
  *************************************
  *******, ** 10701
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On September 27, 2023, we received your complaint, dated September 26, 2023, filed with the Better Business Bureau.
  
  You stated that after you activated your Boost Mobile service, you encountered an error with the eSIM. You swapped carriers and you were unable to use your phone, as it is still locked to our network. You also mentioned that you were told initially a chargeback for your payment would be issued, but then informed it would not. You have lost substantial income from not being able to use your phone on a daily basis, and you requested compensation.
  
  A review of your account shows that your phone is unlocked.
  
  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).
  
  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. No compensation will be provided.
  
  Sincerely,
  
  
  
  ******************************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ****************************************
                  ******,** 80210
  
  *****************************
  
  

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20661653
  
  I am rejecting this response because:
  My device is factory unlocked. The prepaid service I purchased from Boost did not work. I tried troubleshooting with their tech team and we tried a number of different things. Service never worked. I tried another service and the problem remained. I went to Apple and they ran a number of diagnostics. They informed me that I needed to contact Boost because their eSim service could not be removed and was attached to my imei. I requested that Boost remove their prepaid service but they refused and told to me to wait for the month to end. Boost would not remove their prepaid service from my device and my device became inoperable. I tried factory restoring but the service remained and device was unusable for a month. I was forced to purchase a second device since I can not just wait a month. The month has now ended and the prepaid service expired. The phone does indeed work and the issue was in fact due to Boost. I will continue to pursue this issue. Their customer support provided no help and their cheap service caused issues to my device. I will follow through to ensure Boost pays. 

  Sincerely,
  
  *********************