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

4,997 total complaints in the last 3 years.
1,500 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:09/22/2023
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,

***********************
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.
On 09/01/2023 I ordered a cell phone plan from BoostMobile.com The plan cost me $102.94 and was claimed to provide 1GB/month of high speed data. After the monthly high-speed data allotment was used-up the data speed would be reduced to 512kbps.See: *********************************************************** on "12 Month". See first plan for $8.33/mo $100 for 12 months. See the asterisk next to tethering. Scroll-down to read what the asterisk says, "*After monthly data allotment is exceeded, speeds may be reduced for the remainder of the month. Hotspot usage draws from monthly data allotment. Learn More" If you click on "Learn More" it says, "When you deplete your plans applicable 5G/4G data allotment, we will reduce the throughput data to 512 kbps for the remainder of your plans billing cycle. During this time, you may experience longer load times for certain web pages and downloads as well as a slower streaming experience from some content providers and/or applications. However, any speed changes will not impact or affect..."When I reached my 1GB limit I had ZERO data. Not reduced speed data. My phone explicitly said, "No network connection" and there was an "!" in the signal status indicator on my phone. I contacted Boost Mobile customer service via online chat. I was informed that the slow-speed data was only for "unlimited data" plans. To rectify the situation, I offered to go to the $120 annual plan for 2GB/mo for new customers even knowing that it would not have slow speed data after that. However, I was told that switching plans was not possible. I transferred my phone number out as quickly as I could after realizing that Boost Mobile was not willing to provide what they promised. I was on the service for 20 days.I would like a full refund. I am very disappointed in Boost Mobile. I like *************************, the **** and I wish his new cell phone company well, but this is no way to treat any customer!My account number is: ************ Thank you,*************************
Business Response
Date: 10/17/2023
October 1, 2023

Mr. *************************
17725 **********.
*******************, ** 60491

Re:BBB Complaint #********
398180212440 - *************

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

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

You stated that you ordered a phone on September 1, 2023, and signed up for a 1 GB/month of high speed data plan. You said that after using up your data, you experienced no network connection. You stated that per the Boost Mobile website, once your data allotment was depleted speeds should be reduced to 512 kbps for the remainder of your billing cycle. However, you had no data at all. You then requested to switch plans, but you were told this was not possible. You ported your number out and requested a refund of your bill.

As your plan included 1 GB of data per month, after your data allotment was used up you would need to purchase additional data to resume services. As indicated by the Boost Mobile website and the customer care agent you spoke with on the phone, the data reduction only applies to unlimited mobile data plans.

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 respectfully declined.

Sincerely,

******************************************
Corporate Case Manager
Executive Escalation Team
DISH Network L.L.C.

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

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

Customer Answer
Date: 10/19/2023

Complaint: 20636787

I am rejecting this response because:
Firstly, thank you for taking your time to address this issue I am having with your company.
I did not state that I ordered a phone on September 1, 2023. What I stated, and what occurred, was that I bought one year of cell phone service from Boost Mobile on September 1, 2023 for $102.94. Not a phone.
You agreed that Boost Mobile stopped providing me any data service after the 1 GB of high-speed data per month. I could not create a Hotspot without any mobile data.
You made a claim that the Boost Mobile website says that the data speed reduction only applies to your unlimited mobile data plans. That is not what your website claims. Respectfully, please re-read my complaint for details.
Boost Mobile's website clearly shows reduced speed after the customer reaches the monthly data allotment for any of its annual plans.
See attached screenshots and red circles indicating the offerings, note the asterisks in each offering, and then read the description down below of what the asterisk means. I also attached the page that "Learn More" links to which gives additional information that supports my position. I have also attached a screenshot of a competitors similar service offering, including slow-speed data after the monthly data allotment it reached, to show that your service offering as advertised is not out of the ordinary.
I am asking for a refund for a service that was less than what was advertised and that I only used for a very limited time (about 20 days). It took about two weeks for me to use up the 1GB of high-speed data during the first month and some additional time working with your customer service and then securing an alternate service provider.
It has been very time consuming to transfer my number to Boost, find-out I wasn't getting what was advertised, dealing with your unhelpful customer service, securing a different service provider, and then porting my number out. I am due a refund.
Sincerely,
*************************
Business Response
Date: 10/26/2023
October 23, 2023

Mr. *************************
17725 **********.
*******************, ** 60491

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

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

On October 20, 2023, we received your rebuttal, dated October 19, 2023, filed with the Better Business Bureau.

You said that you rejected our response, as you indicated that it is stated on our website customers will receive reduced speeds for their data once their monthly allotment is used up, and that this applies to any of our annual plans. You continue to request a refund, as you only used about 20 days worth of service.

Our website indicates that data used through the mobile hotspot service or on an unlimited plan is subject to reduced speeds once you have exceeded your allotment. When applied to our 1 and 5 GB per month plans, data used normally (not via hotspot) will be hard-capped once exceeded, requiring additional data purchase.

As I advised you previously, 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 again, respectfully declined.

Sincerely,

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

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

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

Customer Answer
Date: 10/28/2023

Complaint: 20636787

I am rejecting this response because:
I have provided actual evidence in the form of multiple web captures of your website during the process of purchasing your 12 Month 1GB/month plan. Your website states the following: "After monthly data allotment is exceeded, speeds may be reduced for the remainder of the month. Hotspot usage draws from monthly data allotment. Learn More"
When you click on those last two words, "Learn More", your website says, "When you deplete your plans applicable 5G/4G data allotment, we will reduce the throughput data to 512 kbps for the remainder of your plans billing cycle. "

You have stated that the actual service you provide is that your 12 Month 1GB/month 5G/4G data plan is hard-capped once the monthly data allotment is exceeded.

Advertising reduced speed data after the monthly allotment is reached, but then providing no data at all is false advertising. Any statement of "non-refundable" is not relevant. I only used between 18 and 20 days (depending on if you prorate the first and last day) of service out of a *********************************** full. For seven of those days I had NO DATA. I obtained proper and comparable service from another service provider and transferred my number away. I await a refund.

Sincerely,
*************************
Initial Complaint
Date:09/21/2023
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 an iphone 12 from Boost mobile for $199.00 on September 9th. I have had an active account with ********************** for many years. The iphone 12 was shipped to an incorrect address (this address was chosen by Boost, it is not the address on my account). I reside at ************ WEST and they sent the phone to ************. The resident where the phone was sent called *** and asked that they return the package to sender. IN the mean time I started an investigation with *** and Boost for the lost phone because I did not know about the package being delivered to wrong address or I would have gone and picked up the package myself. Boost received the phone back yesterday on September 20th and *** closed it's investigation as you can see from the paperwork I uploaded. I contacted Boost and spoke with a Manager who said I have to wait 8 more business days for them to investigate, even though I have all of the information and who even signed for the package and they have had my money since September 20th. So Boost has my phone and my money and I have nothing and am being asked to wait another 8 business days while they investigate something that they can easily find out by going onto the *** site with the tracking number and seeing it was signed in by a Boost employee. I have spent hours on the phone with people from Boost and nothing is being done or being accomplished.
Business Response
Date: 10/18/2023
October 17, 2023

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

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 you ordered an iPhone 12 for $199.00 on September 9, 2023, which was delivered to the incorrect address and that the device was returned on September 20, 2023. You said Boost has your payment and the phone you ordered.

A review of your account confirms that your device has been returned to Boost Mobile, so I reached out to our refunds team to issue you a refund of $212.69.

We regret any inconvenience this may have caused.

Sincerely,

******************************************
Case manager
Executive Escalation Team
Boost Mobile, L.L.C.

***************************************************************** /******* Better Business Bureau
                ***********************************350
                ******,** 80210

                *****************************
Customer Answer
Date: 10/19/2023

Complaint: 20636641

I am rejecting this response because: I have finally received the refund after a month and a half. NOW Boost representatives and even supervisors are NOT allowing me to purchase the iphone 12 at the $199 promotional price even though it was not my fault the phone was sent to the incorrect address and returned to sender. The BOOST representatives and supervisors are saying that I have to wait 3 months of service before I can order the phone again and it may not be at that price in 3 months. That is absurd, I have been a BOOST customer for years, I am not a new customer and this wasn't my mistake. It was not my fault that the phone was sent to the wrong address and that BOOST had my money for over a month and I had nothing.
I want to order an iphone 12 at $199 like I originally did back on 9/9/23. I do not want to wait 3 months, nor should I have to. I ordered a phone bc mine isn't working properly and after the weeks spent trying to resolve this BOOST should be OFFERING me the phone at that price, not making me wait 3 months.

Sincerely,

***********************
Business Response
Date: 10/26/2023
October 22, 2023

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

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 did receive your refund,but when you spoke to our agents you were told the promotional price of $199.00 for the iPhone 12 is no longer available. You were also told that you need to wait three months before being allowed to order the phone again. You would like to order an iPhone 12 for $199.00 and not wait three months.

Please be advised that Boost Mobile periodically re-evaluates accounts to determine if they are eligible for a phone upgrade. To view the phone and pricing available, you can select Get Upgrade/View Offers under the You are eligible for an upgrade option.

Sincerely,

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

***************************************************************** / ******* Better Business Bureau
                *************************************350
                ******,** 80210

*****************************
Customer Answer
Date: 10/26/2023

Complaint: 20636641

I am rejecting this response because:
You seem to not understand that I did not make the mistake in the first place and send the $199.00 iphone 12 to the incorrect address, BOOST Mobile did. BOOST Mobile left off the **** part of my street and therefore I NEVER RECEIVED THE ***** AT THE PROMOTIONAL PRICE. This was not my mistake, I did not get the phone or the promotion. And anyone can go online and see that the iphone 12 is still available at that promotional price on your website. I did in fact receive the refund after over a month. It makes no sense to me or any logical human as to why I would not be allowed to receive the promotion when I NEVER RECEIVED THE ***** IN THE FIRST PLACE. I didn't stop the order, I didn't send the phone to the wrong address, why can't I get the promotion exactly? Because I used it already? NO I DIDN'T, I NEVER GOT THE ***** due to BOOST error in my address.
Why should I have to wait 3 months when I have been a BOOST customer for years and never received the phone bc of your mistake? I want the promotion that I NEVER RECEIVED, that is what I want. And any business after making such a huge mistake and making the customer wait a month for a refund of $200, would definitely rectify this by giving the promotional price. Not sure why BOOST isn't doing the right thing. It's absurd and unacceptable.

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.
I went to website and signed up for the *** program, thought I was good after getting approved then it kept saying my number couldnt be ported nor would my phone get data only telephone so I was stuck for a day or two because I didnt have hours on end to straighten out someone elses mistakes on the phone. I went to the store and was hoping they just give me the free one my wife received there when we switched from Tmobile, i chose to try and keep my original but it wouldnt work so they said I couldn't get it because I got the sim card instead. So as I was there I received multiple thank yous for my $10 payment that I will say right now, were NEVER authorized by me because it isnt my card # they used #1 and that I was given a run around her call there, got off and is very upsetting I have to waste MY time taking care of their wrong doings. Im done dealing with it myself and need help. Thank you ive been charged for some if not all the many SIM cards Ive been sent as a result of trying to do it myself
Business Response
Date: 10/17/2023
October 1, 2023

Mr. *********************
10 ************.
***********, ** 72714

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 you were approved for the Affordable Connectivity Program (ACP), but the benefits were never added to your account. You indicated that you were unable to get the phone to work, so you went to a retail store to see if you were eligible for the free phone offer, but the store indicated you were not. You mentioned that you received texts thanking you for a payment that you did not authorize, as the card does not belong to you. 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.

Our records do not indicate we received any application for ACP benefits from you. This would have had to be done on our website or by visiting a store. The payments of $10.11 and $12.66 were authorized when you set up the account online. You would have had to acknowledge and accept the charges prior to establishing your Boost Mobile account.

Your account currently reflects one line has been ported out and the other is pending disconnection on October 5, 2023.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. We respectfully decline your request for a refund.

Sincerely,

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

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

*****************************
Initial Complaint
Date:09/21/2023
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.
percussed a phone and cell service online threw boost infinite. received the phone and sim card. could not get the phone to work. called their tech support and after spending *************************************************************************************************************** the second sim card would not work spent a hour on tech support and they said that the 2nd sim card was not compatible with the network. I told them that i wanted to return the phone and get a refund because i could not go another week with out a phone. I received a 3rd sim card in the mail. I called support and told them i cancelled my service and was given a return number and address for the phone. I called them and they could not find the phone. I gave them the tracking number and name of the person that signed for the phone. after 3 more weeks and multiple calls they told me that they could not give me a refund for the monthly charges because i was outside the window for buyers remorse. i did not have buyers remorse they could not provide me with a working service in a timely manor. ticket numbers ******* , *******, *******.
Business Response
Date: 09/28/2023
September 26, 2023

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

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

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

On September 22, 2023, we received your complaint,dated September 21, 2023, filed with the Better Business Bureau.

You said you purchased a phone and cell service through Boost Infinite, but you were unable to activate the phone. You mentioned that despite having three SIM cards being sent, the service never worked. You stated that you received a refund for the phone, but your request for a refund for the monthly service has been denied due to being outside the window for buyers remorse. You requested a refund.

In the interest of customer service, a refund of $74.46 has been provided.

We strive to provide excellent customer service and we regret that your experience was unfavorable.

Sincerely,

*********************************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.

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

                *********************
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.
I switched my service to Boost Mobile because they advertised a promotion for ***** for the first month and $25.00 per month thereafter. It took more than a week for Boost to activate my account. It was not activated until 09/20/2023. They started charging me from 09/14/2023 even though I had no service with the 20th. As soon as my phone was activated my bill more than doubled. They began charging me $25.00 for the first month and $25.00 after. I was also given a second line at $10.00 per month once I placed the order which I don't know if they will honor since I have not received the phone yet. I want boost mobile to honor their promotion otherwise I will take my business elsewhere and I will also remove my auto billing since they are not honoring their offer.
Business Response
Date: 10/17/2023
October 9, 2023

****************************************
***************************
******, ** 32052

Re:BBB Complaint #********
596059722613 - *************

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

On September 25, 2023, we received your complaint, dated September 23, 2023, filed with the Better Business Bureau.

You said you signed up for the $25.00-per-month plan with half off the first month; however, you were immediately charged $25.00. In addition, you stated that you opened a second line at $10.00 per month, but you are concerned you will not be charged the correct price once you receive the phone.

This plan requires autopay to receive the first month at half price, and our records show that you did not do this at the time you made your selection. The screenshot of the advertisement you provided with your complaint is the first page of the offer. When you clicked on the Save 50% Now button in the lower left of the screen, you would have been presented with the disclosures, which state autopay is required.

If you agree to add autopay to your account, we can make the necessary adjustments to your account.

Sincerely,

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

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

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

Customer Answer
Date: 10/17/2023

Complaint: 20636074

I am rejecting this response because:

Sincerely,

************************************
This information is not correct. I was on autopay when the price changed and was also on autopay a long time after and there was no changes in the price when I was on autopay or after I took it off. The price was the same regardles so I ended my services with Boost prior to taking it off autopay because I did not want to have any bounce check problems with my bank. I have called Boost mobile over a dozen times when I was on autopay and the price was the same and no one could explain it to me so they hung up on me. I am abbout to file a new complaint because I bought at $300 phone that they will not unlock or refund unless I stay with them for a year.
Customer Answer
Date: 10/18/2023
I am having additional issue with the buisiness since this complaint was filed
Approximately one month ago I opened an account with ********************** for an advertised price which they did not honor of which I have another open complaint about. I have since discontinued services with them. However, I bought a phone from them for $315.39. At no time prior to the purchase did they advise me that I would have to keep the service for a year for them to unlock my phone. Because they refused to honor the advertised price I ended my service with them on 10/13/2023. However, I had to pay my bill for the month of November of $33.55 even though I ended service with them in October which was already pre-paid in order to get them to release my phone number to another company. I cannot use the phone I paid for because they will not unlock it and they will not let me return the phone. I want Boost to either let me return the phone I paid for or unlock it so I can use it or return the $315.39 I paid for the phone and send a prepaid label as well as return my November payment that I do not owe. I also want to add that it has been 3 days since I closed my account with ********************** on 10/14/2023 and they still have it open even though I am not using their service, in order to take my money which I also plan to dispute with my bank. see attachment.
Business Response
Date: 10/26/2023
October 23, 2023

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

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

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

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

You said that you filed this because your initial complaint is still an open case.You also said that, although you canceled your Boost Mobile service on October 13, 2023, you were required to make a payment for $33.55 before you were allowed to port your phone number to another carrier. In addition, your request to unlock your phone was denied because you have not had service for 12 months,which you were not informed of when you purchased the phone.

Your contention that your first complaint is still open is incorrect, as I replied to it on October 9, 2023, and informed you that the plan initially requested required AutoPay to be active to obtain the advertised price. This was not done when you opened the account, but I did offer to make the necessary adjustments to your account if AutoPay is activated.

At the time you submitted the port-out request, your account was disconnected; therefore, a payment was required to reactivate it in order to allow the port.

Boost Mobile, like other carriers, sells phones at highly discounted rates;therefore, it is generally required that the customer retain an active account,without interruption, for a 12 month period before a phone will be unlocked.However, I will make an exception and unlock your phone in lieu of issuing a refund for the previously-referenced payment; however, I will need the **** and make/model to verify it is capable of unlocking.

All of the above information was sent to you in an email, dated October 23, 2023. If you would provide the information requested,I will initiate the unlocking of the phone (once it is verified to be unlockable).

Sincerely,

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

cc:           ****** /******* Better Business Bureau
                ***********************************350
                ******,** 80210

                *****************************
Customer Answer
Date: 10/26/2023

Complaint: 20636074

I am rejecting this response because:
Some of the information stated is not correct. I have already given Boost agent the information for the phone and you have unlocked the phone-this part I have accepted. However my phone number ************ was already ported over on 10/13/2023 before the account was disconnected. The second number ************* was never ported over even though I have confirmation email from Boost stating it also would be ported as well. Boost lingered with the second number port out request and then disconnected the account for non payment. When I requested the port out I would not have owed any money because Bosst bills in advance and I was paid up until 10/13/2023. On the 14th Boost disconnected the second number and when I called as to why it was not ported out with the 954 # since both request was done at the same time and I have several emails stating Boost was porting that number as well, I was advised by the agent that the only way I could get the second number ported out was to make the advance payment. I made the advance payment and have made several request and received several confirmation from Boost that the number would be ported out but to date they have only kept my payment and has never honored my request to port the number over to my new carrier. The agent also advised me that it would take only a few hours to close my account as I requested, however,Boost has declined to honor my request and has keep my account opened so they can have a reason to take my payment and not refund it. I have not had any service with Boost since 10/13/2023, however they have kept my payment and have kept my account (that I am not using and don't intend on using) opened (see attached) pending disconnection on 11/14/2023. I have advised Boost representative and he has stated that he will not refund my money so I am not satisfied and won't be until my refund is made.
Sincerely,

************************************
Customer Answer
Date: 11/02/2023
I HAVE ATTACHED THE EMAILS AS REQUESTED. To date Boost have not ported the number and the account is still open so they can justify keeping my payment even though I am with another company.
Business Response
Date: 11/15/2023
November 10, 2023

****************************************
***************************
******, ** 32052

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

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

On November 10, 2023, we received your second rebuttal,dated November 9, 2023, filed with the Better Business Bureau.

You said that you rejected my response because the phone number had not ported out,even after making a payment you were told it was necessary to make. The number was not ported out nor the payment refunded.

I requested that the $33.35 payment made on October 15, 2023, be refunded. Please allow 20 business days for processing.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 11/16/2023

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: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 was switched from Virgin Mobile to Boost January 2022. I purchased a new phone and paid for the year($102.61) which should have been applied to my phone number ************ but I must have been assigned a new number ************ which was never activated and unknown to me. I have my credit card receipts which my carrier has confirmed but Boost claims were never received even though the number is on my account..I was told by their agents I would be getting a refund but nothing has happened....
Business Response
Date: 10/17/2023
October 16, 2023

***************************
*****************************************
***********, ** 70119

Re:BBB Complaint #********
738831909459 - *************

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

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

You said you switched from Virgin Mobile to Boost Mobile in January 2022. You stated that you purchased a new phone and paid $102.61 for the year, but you recently found out you have been paying $10.00 per month in addition to the annual payment. You contacted Boost Mobile and you were told you would get a refund, but you have not received it.

When we spoke on October 16, 2023, I explained that when you purchased a device, a new account under the phone number ************** was activated on a $10.00 monthly plan. Your annual plan was activated under the phone number ************** on January 20, 2022, and it was not disconnected when the new line was activated.

As a courtesy, I requested a $102.61 refund; please allow up to two weeks for processing.

We regret any inconvenience you may have experienced and we thank you for your business.

Sincerely,

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

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

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

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