Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

5,008 total complaints in the last 3 years.
1,499 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:09/25/2023
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.
Sept 6, 2023. I authorized one payment from my credit card for one (1) $40 wireless telephone card and they charged me 5 times on September 7 for the same thing .
Business Response
Date: 10/19/2023
September 28, 2023

Ms. *******************
*****************************
**************, ** 20659

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

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

On September 26, 2023, we received your complaint, dated September 25, 2023, filed with the Better Business Bureau.

You stated that on September 6, 2023, you authorized a one-time payment for $40.00, but you were charged five times on September 7,2023. You requested a refund for the extra payments.

Our records indicate your financial institution is disputing these charges. Therefore, we are unable to process a refund. Once the dispute is resolved, we may revisit the matter.

Sincerely,

******************************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

***************************************************************** / ******* Better Business Bureau
                ****************************************
                ******,** 80210

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

Customer Answer
Date: 10/19/2023

Complaint: 20654072

I am rejecting this response because: no solution.

Sincerely,

*******************
Initial Complaint
Date:09/25/2023
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 Wednesday at 4:48 am I attempted to buy a phone because I am eligible for an upgrade I tried to purchase an iPhone 12 for $199 as per my upgrade after entering card information I was met with an error message to which I attempted to enter the card number in again to which I was met with a message for insufficient funds to which I checked my account to noticed a pending payment to boost mobile for $215.99 to which I checked my email and there was no confirmation email for anything retaining to ordering a phone or a phone being shipped out there is also no payment attempt or payment completed on my order status for 5 days now the transaction has been pending to which I havent received my money back nor an email about the phone being sent out customer support has been unable to assist me with the issue because they claim to have no information about it but my bank is saying that the merchant has to finalize at this point I am very frustrated with boost mobile as being a 7 year customer
Business Response
Date: 10/19/2023
September 28, 2023

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

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

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

On September 26, 2023, we received your complaint, dated September 25, 2023, filed with the Better Business Bureau.

You stated that you were eligible for an upgrade and attempted to purchase an iPhone 12 for $199.00. You then encountered an error message for insufficient funds, and after checking your account noticed a pending charge from Boost Mobile for $215.99. You would like a refund of this pending charge or to be able to purchase the phone.

Our records indicate that a payment was never received or processed, and your account is currently on an authorization hold. It can take anywhere between **** business days for a pending transaction to fall off. Once this is done, you can try to repurchase the device.

Sincerely,

******************************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

***************************************************************** / ******* Better Business Bureau
                ****************************************
                ******,** 80210

*****************************
Initial Complaint
Date:09/24/2023
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 Thursday, September 14th 2023 I purchased an iPhone 12 from Boost Mobile website. It is their policy to ship their merchandise to their customer either same day or next day. On Saturday September 16th 2023 I contacted customer service to let them know I had not received even an email with tracking information. I was told that my order was still being processed and if I did not receive an email on Monday with my tracking information, to call back. I called them on Tuesday, September 19th ************************************************************ any tracking information. I asked for a refund and was told it could not be issued. I asked to speak with a supervisor and she told me she could not refund me because my merchandise was already shipped to **** She gave me a tracking number ( 1z14YA569090181008 ) and told me I could reach out to *** for more information. I called *** customer service Wednesday, September 20th and provided tracking number and was told they never received my merchandise from the carrier. I called my bank to dispute the charge and though they are now investigating the dispute they also did not offer to refund my money and said this particular case doesnt qualify for temporary credit. I paid $216.24 for an item I never received and Boost Mobile REFUSED to refund me for the phone even though its never been shipped and *** is saying they never received it. I want my money refunded to me expeditiously
Business Response
Date: 10/19/2023
October 12, 2023

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

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

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

On September 26, 2023, we received your complaint, dated September 24, 2023, filed with the Better Business Bureau.

You said that you ordered a phone on September 14, 2023, through www.boostmobile.com, but it was never delivered and your request for a refund was denied;therefore, you filed a dispute with your credit card issuer.

Once we confirm the status of your phone has not changed to in transit or delivered,we will not challenge the dispute you filed with your credit card issuer and the funds will be returned to you.

Sincerely,

***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *****************************
Initial Complaint
Date:09/24/2023
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 was canceling my service after not having service for the last 5 days. I requested a refund due to not being able to use my service and due to the fact that I still have 20 days left on the days that I had paid for. I was told that they could not give a refund, that all that they could do was give me a credit if I would stay with boost.
Business Response
Date: 10/19/2023
October 17, 2023

Mr. *******************************
** 26801

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

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

On September 26, 2023, we received your complaint, dated September 24, 2023, filed with the Better Business Bureau.

You said that due to issues with your device, you decided to cancel your Boost Mobile service and we refused to refund your final payment.

A review of your Boost Mobile account indicates the last payment received was on September 10, 2023, which covered service through October 10, 2023. You contacted customer care on September 22, 2023, to report issues with your device, and you disconnected your account and ported out your phone number on September 23, 2023.

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. Your refund request is denied.

We regret any inconvenience you may have experienced.

Sincerely,

***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *****************************
Initial Complaint
Date:09/24/2023
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 Thursday September 21st I ported out of my previous phone plan with the expectation that Boost Mobile would provide all the features that it offers especially Wi-Fi calling and internet service my device is perfectly compatible and working, so far 4 days later I have no internet service I cannot use maps or data Wi-Fi calling is not available on my phone which I absolutely need for my business, I have suffered economic loss .all I'm asking them to do is either resolve my problem or provide me with the port out account number and pin so I can change to a different company they seem to be unavailable to help me, all their customer service agents are overseas and of no help
Business Response
Date: 10/18/2023
October 5, 2023

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

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

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

On September 26, 2023, we received your complaint, dated September 24, 2023, filed with the Better Business Bureau.

You said that you were experiencing issues with your data and Wi-Fi calling.

A review of our records indicate that you ported your number out and canceled your account.

We sincerely regret any inconvenience this issue may have caused and we appreciate your feedback.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *********************
Initial Complaint
Date:09/22/2023
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 order a phone from boost infinite on July 14 2023 order # ************** for $112.75. This order had a *** tracking number 1Z0R954E0200705216 and was delivered to *******************************************. On July 18th 2023 I called boost infinite to turn on my new phone. They transfered my boost mobile service to the the boost infinite service an a hour later they turn off service and I haven't had service since. I have tried talking to various reps from boost infinite to come up with e resolution but they have never came back with a resolution. I have tried calling them every day for the last month and have wasted more than an hour or two at a time trying to get this fixed. Please help me out with this matter
Business Response
Date: 10/17/2023
October 17, 2023

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

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

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

On September 25, 2023, we received your complaint, dated September 22, 2023, filed with the Better Business Bureau.

You stated that you purchased a device through ********************** Infinite on July 14, 2023, and you wanted to port your phone number over from Boost Mobile. You found that we were not able to do this and you requested assistance.

We spoke by phone on October 13, 2023. You stated that the device has been activated with Boost Mobile and you were hoping to keep it. I said that I would look into options for you to do so and I gave you my contact information.

I called back later that day and left a message advising you to either return the device or pay off the remaining purchase balance. If you decide to return it, please contact me to arrange for shipment.

Sincerely,

*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.

********** / ******* Better Business Bureau
*********************************************;
******, ** 80210

*********************
Initial Complaint
Date:09/22/2023
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 September 15, 2023 I contacted Boost through the chat. I informed an agent that my phone showed "no service - emergency calls only" all of a sudden and I had no service. I had been using my phone for months without a problem at that point. For some unknown reason, I could not reply to the agent as the chat had to option to reply. When I clicked to 'reply' it would take me to another window that asked 'do you have another question' but I didn't have another question, I simply wanted to reply to the agent. Unfortunately because of those technical issues with your chat, I had to start a new chat.I chatted with a new agent regarding the same issue on September 15, 2023 and was told that they had to send me a new SIM card and I had to speak with a live agent (voice to voice). While I was chatting with the agent through the phone, the name on the account changed from "C.R." which is what the card is under to a "*****************" as I refreshed the paged and as I was on the phone with the agent - I saw this change practically immediately. The agent claimed he doesn't know who changed it while I was talking to him. I then talked to his supervisor (named ****** from *********** who had a child screaming in the background) and she claimed she could see who made change, but never told me and it was not corrected back to "C.R.". It is now September 22, **************************************************************** to pay again an activation fee? If that is the case, I probably should contact the district attorney or the *** because it seems another way to obtain money by making me pay for an activation fee. How can I activate this new SIM card? It won't let me do it online so I am guessing you want me to pay up another activation fee. Which agent changed my name and why? My account number is ************. The *** ID on this new SIM card is ********************. The *** for the phone I've been using is: ***************.
Business Response
Date: 10/17/2023
October 16, 2023

C R
*****************************************************

Re:BBB Complaint #********
970128512644 - *************

Dear Sir or Madam:

On September 25, 2023, we received your complaint, dated September 22, 2023, filed with the Better Business Bureau.

You stated that beginning on September 15, 2023, your Boost Mobile service line stopped functioning due to a SIM error. You stated that while trying to report your issue, you experienced trouble with our chat system, causing you to have to restart your troubleshooting efforts. You also stated that the name associated with your account was changed from CR to ***************** without your authorization. You requested that we activate your service line without an activation fee and provide the name of the agent who changed the name associated with your account.

We sincerely regret any issues that you may have experienced with your Boost Mobile service line. Our records show that a replacement SIM card was provided and that your SIM card information was updated on September 25, 2023. The service line is active and consuming network resources as expected. Additionally, I can confirm that no activation fee was charged.

We sincerely regret any error encountered while using our online chat system. We appreciate your feedback and your concerns will be utilized to improve our customers' experiences.

While reviewing the account, I was unable to locate any notation showing any information about the changing of the name associated with the account. I do see that the name was changed back to CR per your request on September 25, 2023. Please note that if we are able to determine that your account name was changed without authorization, the matter will be handled internally.

Sincerely,

*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc: ****** / ******* Better Business Bureau
********************************************************************

*********************
Initial Complaint
Date:09/21/2023
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.
On 2/15/23 I entered a contract with Boost Mobile referred to as their "BoostUP" program. Installation payments of $23 would begin to automatically be charged effective 3/14/23 to 8/14/23 to the total of $414. On 9/14/23 my card was charged again for $23, despite the contract date and payment being met on 8/14/23. On 9/21/23 I confirmed my account was scheduled to be charged another $23 for the "BoostUP" program again on 10/14/23. On 9/21/23 at 2:46pm CST I contacted Boost Mobile and spoke with a "*******" who advised I had one payment remaining according to their system. I advised the contract date was met and I was being overcharged. "*******" advised I review my contract again and that he could not provide this to me. On 9/21/23 at 3:12pm CST I accessed my contract from my computer and contacted Boost Mobile again. "****" answered the call and after 20 minutes provided me with case number 239 ****. I requested a manager to speak with. I was then transferred to manager "*****" who reiterated I still owed them. She stated it had not been 18 months since the contract started, to which I advised using a calculator to see it had been 19 months since the first payment. Still not believing it has been 18 months, I recited the months from March 2022 to August 2023 advising she could as I relayed the months as it is 18. "*****" then stated I probably missed a payment. I replied that Boost does not allow missed payments or I wouldn't have service. I then advised "*****" look into my payment history and advise which payment I allegedly missed as I have automatic payment withdrawal and 100% on-time payments per my credit report she could review. "*****" advised she could only see back 90 days, so would be unable to tell me which month I failed to pay.
Business Response
Date: 10/17/2023
October 12, 2023

*********************************
*********************************
*******, ** 61254

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

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

On September 25, 2023, we received your complaint, dated September 21, 2023, filed with the Better Business Bureau.

You stated that your final installment payment for your device should have been charged on the August 14, 2023, billing date. However, you were charged an additional payment in September 2023. You requested a refund.

I have submitted a request for a refund of $23.00. Please allow seven to ten business days for processing.

Sincerely,

*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.

********** / ******* Better Business Bureau
********************************************************************

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

Customer Answer
Date: 10/17/2023

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:09/21/2023
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.
While I was a customer with ********************, I experienced a myriad of issues to which I never received a satisfactory response.I even had Gigabytes of data used as a hotspot, when I had never turned on hotspot on my mobile device and had never shared my user name or password to my **************************** was of no satisfactory help during the time when I was their customer, from November 2022 to August ********** number at the time was ************, and I was using a compatible device in a compatible area. I also suffered numerous security breaches although I used two factor authentication along with other cyber security measures.
Business Response
Date: 10/17/2023
October 3, 2023

*******************************
*********************. F19
*******, ** 07011

Re:BBB Complaint #********
881239050584 - *************

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

On September 25, 2023, we received your complaint, dated September 21, 2023, filed with the Better Business Bureau.

You stated that you were a Boost Mobile customer from November 2022 through August 2023, at which time you experienced several issues that you never received a satisfactory response for. You also said that your account was compromised and you suffered numerous security breaches.

Our records indicate your account is currently interrupted for non-payment. Once you make a payment to restore your services, we would highly recommend contacting customer care and going through applicable troubleshooting.
Our records reflect that each time you contacted customer care, you were provided a resolution even if it was one that you met with disagreement.

Below are a few steps you can take if you believe your phone is compromised:

Delete Unknown Apps - If you cant remember downloading it and dont know what purpose it serves, its best to be safe and delete it. Youll notice these apps running in background despite you never having seen or interacted with them before.
Keep Your Phone Updated - Regular updates will keep the phones defenses up. You want your security system as up to date as possible.
Factory Reset - This should be a last resort. A factory reset will clear ALL your data from the phone and restore it to its original, default settings. Your pictures, settings, and everything else will be erased. In this case, any hacking program will be removed from the phone along with all your files.
Change your Boost Mobile PIN This can be done through your online account or the ******************** app.

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
*********************************************;
******, ** 80210

*********************;

Customer Answer
Date: 10/17/2023

Complaint: 20637988

I am rejecting this response because:
I am no longer a customer with ********************.
I have even called them to make sure that my account is not only SUSPENDED, but that my account and information is REMOVED FROM THEIR SYSTEM.
August 23, 2023 should have been the LAST DAY of my service. Once again, I have DELETED the account and service.
I also CANCELED it. Not SUSPENDED. I am not interested in having that phone number or service.
I called prior to my end date to be sure my service was canceled as well.

Sincerely,

*******************************
Customer Answer
Date: 10/18/2023
This is am example of what Boost Mobile has done with my phone number/account.
I called once again to cancel the account, yet a credit was added to the account?
I canceled the service prior to my last payment date on August 2023, I also never received an answer as to why I was getting emails that my device was swapped when it was not.
This is all in addition to the other issues I have experienced. Why would a credit be added to an account when I had canceled it and am not in use of it?

Customer Answer
Date: 10/18/2023
This is am example of what Boost Mobile has done with my phone number/account.
I called once again to cancel the account, yet a credit was added to the account?
I canceled the service prior to my last payment date on August 2023, I also never received an answer as to why I was getting emails that my device was swapped when it was not.
This is all in addition to the other issues I have experienced. Why would a credit be added to an account when I had canceled it and am not in use of it?

Customer Answer
Date: 10/18/2023
This is am example of what Boost Mobile has done with my phone number/account.
I called once again to cancel the account, yet a credit was added to the account?
I canceled the service prior to my last payment date on August 2023, I also never received an answer as to why I was getting emails that my device was swapped when it was not.
This is all in addition to the other issues I have experienced. Why would a credit be added to an account when I had canceled it and am not in use of it?

Customer Answer
Date: 10/18/2023
This is am example of what Boost Mobile has done with my phone number/account.
I called once again to cancel the account, yet a credit was added to the account?
I canceled the service prior to my last payment date on August 2023, I also never received an answer as to why I was getting emails that my device was swapped when it was not.
This is all in addition to the other issues I have experienced. Why would a credit be added to an account when I had canceled it and am not in use of it?

Business Response
Date: 10/26/2023
October 20, 2023

***********************************
90 ******., Apt. F19
*******, ** 07011

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

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

On October 19, 2023, we received your rebuttal, dated October 19, 2023, filed with the Better Business Bureau.

You rejected our response as you called to cancel your account but a credit was added to it instead. You said you have not received an answer as to why you were getting emails regarding a device swap when it was not.

Your account reflects customer care previously advised you to disregard the emails, as they were sent in error and no SIM swap occurred on the account.

Our records indicate that when you called in August 2023, it was to confirm that automatic payments were disabled on your account. When you reached back out on October 17, 2023, to request the cancellation of the account, you were provided a credit in a save attempt. The account shows it was disconnected, as you requested.

Sincerely,

*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

***************************************************************** /******* Better Business Bureau
                ********************************, #***
                ******,** 80210

                *********************
Customer Answer
Date: 10/27/2023

Complaint: 20637988

I am rejecting this response because:
I told the business that I wanted the account and phone number canceled because I am not in possession of any active Boost Mobile sim card or service. I already did this in August 2023 yet I had to call again this month to do this all over again.
Why would I ask for an account credit when I no longer have a Boost Mobile sim card or account? The credit would not be going to me, but someone would have a phone number with my name on it who is NOT ME. Once again, I no longer have a Boost Mobile activated sim card in my possession. Why would I want a credit?
I requested that I no longer be in the system as a current customer since I am no longer one. I still do not have any answer as to who was using my hotspot when the hotspot on my phone is never on. I also had login issues during my time with Boost Mobile, where I was not able to access the account that I was paying for.

Sincerely,

*******************************
Customer Answer
Date: 11/11/2023
Boost Mobile actually sent me a credit for my canceled/deleted account and phone number ************, when I no longer had possession of the *** card and let the company know that as of late August 23, **************************************************************** continuing to be a customer.
I had called prior to my cancellation of the service and phone number and requested that my account be cancelled and personal information deleted from their system due to their lack of security. I had weeks where I was unable to log into my own account, had 19 GB of hotspot used when I had never once turned on the hotspot on my cell phone, etc.
On August 6, 2023, I received an email stating that I had successfully swapped devices. I had never done so. Using a *** card, you do not need to inform the carrier that you are swapping devices. The representatives were not helpful in this matter either.
Boost Mobile only SUSPENDED my service on August 23, 2023, and it took me until October 17, 2023 to finally get the account fully canceled when I was no longer even in possession of the Boost Mobile *** card.
Business Response
Date: 11/16/2023
November 7, 2023

***********************************
90 ******., Apt. F19
*******, ** 07011

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

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

On November 7, 2023, we received your second rebuttal, dated November 6, 2023, filed with the Better Business Bureau.

You rejected our response because you wanted the account disconnected in August 2023, but the account received a credit instead. You mentioned that you still do not have answers as to why the hotspot was showing used when it was disabled on your device or who was using it. You said you were also unable to log into your online account.

Our records continue to indicate that we never received a request to disconnect your account in August 2023. Your account is currently disconnected.

Our records also continue to indicate that the data usage on the account was correct and that the device associated with the account used the hotspot. Unfortunately, we cannot identify who used the hotspot. If you want additional information regarding this you will need to submit a subpoena.

Due to your account being disconnected, we are unable to identify why you were unable to log in to your online account.

Your refund request is denied, as the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable.

While we regret that you do not agree with the information provided in our previous correspondence, at this point we respectfully consider the issue closed.

Sincerely,

*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

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

                *********************
Customer Answer
Date: 11/24/2023

Complaint: 20637988

I am rejecting this response because:
I have made multiple calls to Boost Mobile in August 2023 to disconnect the account, since obviously I cut off auto pay and did not use the number.
I then had to call back again and re-cancel the service due to your incompetence.
Here are some email screenshots as even more evidence of me canceling your service and your company not doing so properly until months after I stopped paying and stopped using your service. I was not even in possession of the *** card after August 2023.

Sincerely,

*******************************
Initial Complaint
Date:09/21/2023
Type:Sales and Advertising 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 started service with Boost Mobile on September 5, 2023 and ended service with them on September 20, 2023 because I barley had service and no service inside my home(plus lots of other problems that never got fixed) I paid 1 month in advance and only used the service for 16 days. I contacted them on September 21, 2023 for a refund since I didn't use the service for 1 month) and the representative said that they don't give refunds. This is completely wrong! I should get a refund since I did not use their service for the entire month.
Business Response
Date: 10/17/2023
September 25, 2023

Ms. ***********************
2297 PO Box
*********, ** 37662

Re:BBB Complaint #********
195771161612 - *************

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

On September 25, 2023, we received your complaint, dated September 21, 2023, filed with the Better Business Bureau.

You said you canceled service after 16 days, and you requested a 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.

While we sincerely regret any inconvenience, we are unable to provide you with the refund you requested.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

********** / ******* Better Business Bureau
************************************************************** 80210

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

Customer Answer
Date: 10/20/2023

Complaint: 20637983

I am rejecting this response because: Boost Mobile ain't nothing but a bunch of rip offs and their service is horrible! Warning to anybody thinking about switching!!! DON'T DO IT!!! It's a waste of time and money!!!

Sincerely,

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

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